Buy Now bets on personalized communication and records more than 10 thousand monthly orders by WhatsApp

Messaging applications such as WhatsApp are among the most used social networks in Brazil. According to a study by VTrends, a research hub and insights from Vivo, 80% of Brazilians access these applications daily. For retail, this represents an opportunity: as a tool for the sector, it can ensure increased sales and customer loyalty. Example of this is the digital marketplace Buy Now, which, through the implementation of the Yalo smart platform, recorded in 2024 growth of the average ticket for R$ 2.3 thousand per retailer. Sales by WhatsApp already represent about 16% of the total transactions of Buy Now 30% of these orders are totally organic, or 5 thousand salespeople with no help from Brazil 60 billion stores. 

Using messaging and personalized promotions through WhatsApp, the company has achieved more than 10 thousand monthly orders. Revenue from products sold through the messaging application has grown 164% compared to 2023, while orders have increased 136% in the same period. “Yalo solutions are flexible, adapting to our disruptive business model and allowing rapid testing, accurate analysis and continuous evolution of” solutions, assured Thaise Hagge, General Manager of Buy Now. 

Yalo's platform enables businesses to manage the entire customer lifecycle through personalized, goal-driven conversations.Buy Now has been able to transform the customer service experience into a more fluid and efficient experience by using real customer data at scale to create more detailed targeting groups. 

With more than 19.8 million messages on the WhatsApp channel, the intelligent agent system used by Buy Now uses 150 base responses, generating more than 40 thousand variations with AI. The result is a hybrid model, with 98% of interactions being solved by the bot. “ Yalo platform has allowed us to expand our shopping basket, strengthening our position in the market by improving brand proximity, direct communication and active listening to the needs of the” customers, explained Hagge. 

In order to strengthen the relationship with the expanding network of retailers and create new sales strategies, Buy Now found a solution at Yalo to build an autonomous communication journey, with more than 68% of stores ordering independently. In this way, it can operate the entire purchase journey on its own, from the first contact to the finalization of the purchase. “Since 2022, we have been supporting retailers via WhatsApp through the Yalo platform, which facilitates the digitization and autonomy of orders, reducing the consultation time and allowing an increase in the frequency and value of purchases, explained Thaise. 

Integrating WhatsApp into the shopping process has transformed the experience of retailers, which enables dynamic communication, offering an agile and practical tool to manage orders, access personalized recommendations and solve questions directly and immediately. “Bo navigate e-commerce, the retailer can simply talk to the agent, say what they need and receive the best suggestions and promotions. It is an intuitive process that saves time and facilitates decisions, especially for small and medium retailers”, concluded Manuel Centeno, co-founder and General Manager Brazil at Yalo.