LIVE! doubles billing via WhatsApp and reduces service time by 40% with OmniChat solution

A LIVE!, national reference in fitness fashion, recorded significant results after implementing the service and sales solution of the OmniChat, leading platform in chat commerce and WhatsApp Business Solution Provider (BSP). In just one year, billing via conversational channel doubled. While the average time for customers to be served fell 40%.

Before the partnership with OmniChat, WhatsApp was already an official sales channel of Live! with the features of verified number and integration on the site. Now, in addition to the gain in efficiency in customer service, the operation has structure, intelligence, centralized conversations, firing messages carried out with authenticity and clear metrics that allow a more strategic and efficient management of the channel.

“With OmniChat, we were able to improve WhatsApp as a sales channel, where we were able to customize the service and generate value in each interaction.Today, the channel has consolidated itself as one of the strategic pillars of our e-commerce”, says Tabita Helena Janke Ersching, E-commerce Sales Coordinator at LIVE!.

Dedicated structure and focus on performance

Currently, the operation via WhatsApp has five personal shoppers dedicated exclusively to the channel, responsible for receptive service and monitoring of promotional campaigns. The impact was immediate: productivity increased, CSAT (satisfaction survey) evolved, and the platform began to centralize thousands of calls with monitoring and accurate indicators.

With the evolution of the platform, the average ticket via WhatsApp also grew along with the high on the company's own website. This performance is enhanced by campaigns with discount coupons of 10%, a strategy that has driven conversion and loyalty.

“The partnership with LIVE! proves how WhatsApp, when structured in a professional way, can become a true sales and relationship hub.With automation, metrics and strategy, the brand has not only optimized its operation, but also created a personalized and high-value shopping experience for the final customer”, Rodolfo Ferraz, head of Sales at OmniChat.

With the evolution of the strategy, the service model via OmniChat is being expanded to three physical stores of LIVE! in 2025, replicating the same dynamics of e-commerce. In these units, the channel is used mainly for shots related to invitations and communications about local events.

“A OmniChat was instrumental in giving us a solution with the combination of close support, sales intelligence and flexibility to evolve the operation quickly.We were able to scale WhatsApp as a channel of consultative sales and lasting relationship with our customers”, says Gianlucca Magaldi, E-commerce manager at LIVE!.