WhatsApp in Brazil: app usage in commerce grows 30.47%

WhatsApp has registered growth of 30.47% in Brazil when used for message exchange between customers and companies Messaging Trends 2025, held annually by Infobip, cloud communications platform. Globally, the trend of using the application for purchase, sale and consumer relationship is even stronger, with an increase of 53.8%.

The study, which was based on more than 530 billion mobile channel interactions on Infobip's platform around the world, pointed out that Brazil is among the countries that recorded the most growth in message exchange on all types of platforms in Latin America. The use of digital channels for communication with customers was driven by sectors such as Telecommunications, with growth of 76%, Media and Entertainment, which increased by 14 times, Finance and Fintechs, which rose by 22%.

An example of the effectiveness and practicality of the commercial use of WhatsApp in Brazil is the company Vai de Bus, which sells transport recharges in several cities. Through WhatsApp Payments, a feature of Meta that had Infobip as the first company to perform the technical integration and expansion of the feature in the country, Vai de Bus created a payment experience via PIX by WhatsApp. With this new functionality, 98% of passengers opted for this payment method, with 85% being the conversion rate for payments in purchases by the application. 

Brazil is an example of success when it comes to tools that work by WhatsApp due to the popularity of the application in the country. “The Brazilian population often quickly adhere to new technologies and this makes this an interesting place for innovations.In addition, Infobip has the mission to help companies improve the experience of their consumers. Making transactions more agile, safe and practical is in line with this goal and this makes the population buy more with more satisfaction and that business grow and may have performance gain with their teams, since chatbots can interact 100% in this process of selling services by the”, Cager co-manager Bunt.

In addition to the conversation app, Artificial Intelligence is another emerging technology that has been highlighted in recent years.“Thanks to the improvement of this feature, the challenge is no longer to use it, since many companies have joined chatbots that make use of AI, for example, but rather apply it in an integrated way to the various communication channels to create a cohesive shopping journey”, explains Borges.

With the popularization of chatbots, AI and messaging applications, there is a constant growth in the market of conversational experiences. Technology applications are becoming increasingly sophisticated, with companies seeking to incorporate them into all their channels of use.“Having several channels available to the customer is already a reality for many brands, but those that stand out are precisely those that have these channels strategically synchronized to provide continuous, consistent and high quality experiences”, concludes.