Case Study: Magalu achieves higher conversion and sales with Twilio Flex and WhatsApp

How Magalu drives conversion with Twilio Flex and WhatsApp

Magalu, Brazil’s largest retail chain, needed to keep a human, conversational experience as it scaled its Marketplace and onboarded thousands of sellers. Using Twilio Flex and WhatsApp, the company sought a better way to attract, register, and support new retailers than email, which was being ignored by most prospects.

Twilio helped Magalu move onboarding and support to WhatsApp, integrated through Twilio Flex, so sellers could ask questions, complete registration faster, and reach live agents when needed. The change was implemented in just two months and delivered strong results: the share of new retailers ready to sell rose from 21% to 46%, and sales volume increased by 19.8% with WhatsApp.

Magalu

Aline La Motta

Product Manager