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WhatsApp is the main service channel in Brazil, Infobip reveals

Illustration: La Mandarina Dibujos/Mobile Time

Almost all (99%) customer service interactions via chatbot were on WhatsApp in Brazil. The number is the result of a survey conducted by Infobip from its database that collects 153 billion interactions in the last year. According to the study, the financial sector grew the most in messenger interactions, 134% compared to 2021.

Another highlight of the report is RCS, the newest messaging standard, which saw a 62% increase in interactions. The telecommunications sector, which has embraced technology the most, was the area that saw the largest increase in shipments, 1,062%.


Although WhatsApp is the platform with the most interactions, Infobip reports that email was the platform that grew the most (91%) in the volume of interactions between companies and consumers in 2022. In retail alone, the growth was more than double (155 %) compared to the previous year.

And SMS has grown 75% in the last year and is still seen as a communication joke, as it records high open rates.

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