Currently, conversational marketing is one of the most effective strategies for connecting with customers directly, quickly, and in a personalized way. Companies worldwide, especially in Brazil, are adopting channels like WhatsApp to improve communication with their consumers. Below, we’ll explore how businesses like Just Travel, Volkswagen, and ClickBus are leveraging this trend to increase their conversion rates, enhance customer service, and optimize their operations.
Just Travel – Personalized Tourism Experience
Just Travel is a Brazilian company specializing in tourism, offering tailored travel solutions to various destinations. Since implementing WhatsApp and FlexiChat, the company has significantly improved interactions with its customers, streamlining travel planning, providing real-time support during trips, and resolving customer inquiries promptly.
Initial Challenges
According to Matheus Alvarenga, Head of Growth at Just Travel, the company faced difficulties maintaining quick, efficient, and consistent communication with its clients. They needed an accessible and flexible solution that wouldn’t strain their budget but would help drive sales growth.
Remarkable Results
- 8X Growth in New Conversations: Within just 10 months, conversations grew from 100 in October 2023 to 800 in August 2024.
- 9X Growth in Total Conversations: From 1,600 conversations in September 2023 to 13,800 in August 2024, with 97% of this growth driven by WhatsApp campaigns.
- Cost Reduction: Despite the surge in conversations, Just Travel doubled its support team without significantly increasing costs, thanks to process automation.
Key Strategies for Just Travel's Success

- Inbound Marketing via WhatsApp: Just Travel successfully attracted and converted customers by using WhatsApp to send relevant, personalized content at every stage of the customer journey—from initial inquiries to post-sales support.
- Automated Lead Qualification: 80% of interactions were managed automatically by chatbots, optimizing time and improving conversion rates by focusing on the most promising leads.
- Personalized Segmentation: The company effectively segmented campaigns, sending targeted promotions based on customer interests, such as specific destinations and exclusive offers.
- WhatsApp Campaigns: Leveraging WhatsApp’s high open rate (up to 80%), Just Travel boosted interaction and conversion through personalized mass messages that drove sales.
Volkswagen: Transforming Car Buying with WhatsApp
In Brazil, Volkswagen uses WhatsApp to make the car-buying process interactive and convenient. From answering initial questions about vehicles to scheduling test drives and providing detailed information about specific models—like hatchbacks, sedans, and electric vehicles—everything is handled through the platform.
Real-Life Example:
A customer interested in a hatchback received a message listing the seven available versions, highlighting key features, approximate prices, and a direct CTA to request more information or contact a sales representative.
🔑 Key to Success:
A customer-centric approach that delivers all the information customers need through a single channel. This experience proves that purchasing decisions are no longer traditional; customers prefer to engage in conversations before buying, gaining the information they need without visiting a physical store.
ClickBus: Recovering Sales with WhatsApp
Another great example of conversational marketing in Brazil is ClickBus, the leading platform for bus ticket sales. By using WhatsApp, ClickBus sends instant reminders to users who have started but not completed a purchase, encouraging them to return to the website and finalize their transactions.
Practical Example:
A customer left an incomplete purchase while searching for a ticket from São Paulo to Maringá. Minutes later, they received a WhatsApp message with a reminder and a direct link to complete the purchase. Result: The purchase was completed in seconds!
Benefits of the Strategy:
- High conversion rates thanks to proactive follow-ups.
- A seamless purchasing experience.
Conversational Marketing Trends
According to IBM, conversational marketing creates personalized, real-time dialogues with customers through channels like WhatsApp, chatbots, and social media.
- 90% of consumers prefer interacting with brands via instant messaging, according to HubSpot.
- Companies implementing chatbots and conversational automation experience a 67% increase in conversion rates, per Drift.
- A Salesforce study shows that 64% of consumers and 80% of businesses expect real-time conversations.
The Future of Conversational Marketing in Brazil
Conversational marketing is transforming how companies communicate with their customers, especially in Brazil, where WhatsApp is an essential tool. Companies like Just Travel, Volkswagen, and ClickBus are leading this change, leveraging the benefits of automation, personalization, and real-time communication to improve customer experiences and boost sales.
By adopting messaging platforms like WhatsApp, businesses can provide faster, more efficient support, enhancing customer satisfaction and conversion rates. With tools like FlexiChat, personalization and automation in conversational marketing become key factors for success in Brazil’s competitive market.