Digital shopping habits are transforming how Brazilians interact with retail brands. According to the global research "The State of Customer Communications 2025 ," conducted by Sinch—a world leader in cloud-based conversational communication—56.8% of Brazilian consumers say they prefer to buy non-food items via smartphone, well above the global average of 37.8%.
The study surveyed 2,800 consumers in 12 countries and more than 1,600 business leaders across four sectors (Finance, Healthcare, Retail, and Technology). In Brazil and Mexico, 407 consumer responses were collected, with 257 from Brazil.
Brazil ahead of the global average.
- Promotions generate much greater engagement in Brazil: while globally 57.6% are interested in free shipping, in Brazil that percentage reaches 84.4%. Price reductions motivate 73.9% of Brazilians, compared to 50.4% worldwide.
- Convenience and real-time updates make a difference: 42.4% of Brazilians say that immediate information about price and availability increases their interest in promotions, signaling a special attention to the digital experience, above the global average.
- AI and chatbots gain trust: 45.1% of Brazilians consider personalized recommendations from AI-powered chatbots "very useful" (25.6% globally), and 75.5% trust that these bots provide accurate information about tracking and delivery times, compared to 52.3% worldwide.
- Messaging is more effective at building customer loyalty in Brazil: 73.3% of Brazilian consumers say they would return to complete a purchase after receiving an abandoned cart reminder via RCS, reinforcing the effectiveness of direct communication, which is above the global average.
- Digital security is valued: 67.3% of Brazilians feel safer using additional authentication, compared to 48.8% globally.
- Efficient logistics and returns are key local differentiators: 82.9% believe that real-time delivery notifications help prevent package theft, and many Brazilian consumers value the ability to make exchanges and returns directly through the messaging app.
“Brazil is at the forefront of digital transformation in retail. Brazilian consumers are not only adopting mobile commerce faster than the global average, but they are also placing greater trust in digital technologies—such as AI and messaging—and valuing convenience and security at every stage of the purchase. This scenario positions the country as a leader in digital engagement and online shopping experience,” says Mario Marchetti, General Manager of Sinch for Latin America.
Research shows that Brazil not only adopts mobile commerce faster than the global average, but also has greater trust in digital technologies—such as AI and messaging—and values convenience and security at every stage of the purchase. This result positions the country as a leader in digital engagement and online shopping experience.
