WhatsApp and Conversational Commerce in Mexico: Challenges and Trends in 2024

In this article you will find:

Conversational commerce is growing significantly in Mexico, and at the epicenter of this revolution is WhatsApp Business, a tool that has gained relevance as the main communication channel between companies and customers in the country.

Conversational commerce is a natural response to the demands of modern consumers who seek to establish meaningful relationships through personalized and contextualized conversations.

This evolution has been driven by the convenience and accessibility of WhatsApp, which allows your company to reach its customers directly and effectively.

In Mexico, the impact of conversational commerce has been particularly notable due to the consolidation of WhatsApp Business as an indispensable tool for companies looking to capitalize on this trend.

That's what I'll talk about today: the relevance of WhatsApp in facilitating efficient two-way communication between companies and customers. In this post, you'll see:

  • The benefits of conversational commerce
  • The growth of WhatsApp Business in Mexico
  • The importance of Click-to-Message in the Mexican Market
  • Artificial intelligence and data analytics to personalize commercial offers
  • Challenges faced by companies in implementing WhatsApp Business
  • 5 strategic tips to maximize the use of WhatsApp in conversational commerce
  • Discover Truora's Customer Engagement

The Benefits of Conversational Commerce

Conversational commerce offers a series of key benefits that have led to its rapid adoption in Mexico and around the world. Two of these standout benefits are personalization and direct attention, which are transforming the way companies interact with their customers.


Personalization is crucial in today's commerce world, where consumers expect tailored experiences that adapt to their individual needs and preferences. 

Conversational commerce allows you to personalize effectively by providing a direct channel for communication between your company and its customers.

Through platforms like WhatsApp Business, companies can collect data on customer preferences and use artificial intelligence and data analysis to offer highly personalized offers and recommendations.

This not only enhances the customer experience but also increases conversion and loyalty rates.

Direct attention

Direct attention is another key benefit of conversational commerce. Instead of relying on traditional forms of communication such as emails or phone calls, customers can communicate directly with companies through instant messaging platforms like WhatsApp.

This streamlines the communication process and allows your company to address inquiries and issues quickly and efficiently. Additionally, direct attention creates a sense of closeness and trust between the company and the customer, which can be invaluable for building strong long-term relationships.

Potential growth of c-commerce in Mexico

Conversational commerce has the potential to significantly drive e-commerce growth in Mexico, especially through c-commerce (commerce via messaging channels). 

A study conducted by the Boston Consulting Group predicts that c-commerce will represent more than 20% of total online sales in Mexico by 2025.

This forecast reflects the enormous growth potential offered by conversational commerce in the country and highlights the importance of companies investing in c-commerce solutions to remain competitive in the current market.

Relevant References

A recent study conducted by Offerwise, a market research company in Latin America, found that more than 50% of Mexican consumers prefer to interact with companies through messaging platforms like WhatsApp.

This finding underscores the growing importance of c-commerce in the Mexican market and highlights the need for companies to adapt to this trend.

The growth of WhatsApp Business in Mexico

The growth of WhatsApp Business in Mexico has been remarkable. Since its launch, this platform has experienced massive adoption by companies of all sizes and sectors, transforming the way commercial interactions are conducted.

  • According to Statista 92, 2% of the Mexican population uses WhatsApp, making it the main communication channel for companies with their customers.

WhatsApp Flows

And precisely, flowing with this trend, one of the new features that has generated great interest in the Mexican market is WhatsApp Flows. 

This new feature allows unprecedented customization, offering companies the ability to configure a variety of actions within business chats — from reservations to purchases, through order management and appointment scheduling — through a flow of predefined messages.

By integrating with AI tools and data analytics, WhatsApp Flows allows your company to offer highly personalized user experiences with a focus on usability and accessibility.

Currently, this pioneering solution is in an exclusive pilot phase in Mexico, with the participation of leading companies in their respective sectors, such as Coppel and Farmacias del Ahorro. 


Coppel, one of the largest retail chains in the country, is using the platform to offer exceptional customer service. From resolving product inquiries to facilitating purchase processes, generating loyalty and increasing sales.

Farmacias del Ahorro

Farmacias del Ahorro is another outstanding example of success in using WhatsApp Business and experimenting with Flows. 

This pharmacy chain was a pioneer in implementing innovative marketing strategies through the platform, launching personalized campaigns that have significantly increased customer engagement and sales.

The importance of Click-to-Message in the Mexican Market

The Click-to-Message function is the portal that performs the central function of any WhatsApp Marketing strategy: from where leads and customers, lead them to a conversation on WhatsApp.

You can integrate chat buttons directly into your websites or social media profiles, making it easy for customers to start conversations with your company with just one click.

This translates into higher conversion rates and a better customer experience. Click-to-Message offers you a direct way to generate leads and close sales. 

Artificial intelligence and data analytics to personalize commercial offers

The use of artificial intelligence (AI) and data analytics has become a fundamental tool for companies looking to stand out in the Mexican market. 

These technologies allow your company to collect and analyze customer data in real-time, identifying behavioral patterns and preferences that can be used to personalize commercial offers effectively.

Artificial Intelligence

AI is used to automate processes such as audience segmentation, customer profiling, and product or service recommendations. 

By analyzing large volumes of data, AI algorithms can identify trends and behaviors that may go unnoticed by humans, allowing companies to offer personalized offers that resonate with their customers.


Data analytics complements AI by providing companies with detailed information about the performance of their campaigns and business strategies.

By monitoring key metrics such as message open rates, response time, and conversion rates, companies can identify areas for improvement and adjust their approach accordingly.

Challenges faced by companies in implementing WhatsApp Business

The implementation of WhatsApp Business presents a series of challenges for companies, from efficiently managing conversations to protecting customer privacy. 

However, with proper strategies and well-planned approaches, it is possible to maximize the potential of this platform in conversational commerce.

Efficient conversation management

With a considerable volume of incoming messages, it is essential to have processes and tools that allow you to manage these interactions effectively.

A key strategy is the automation of responses through the use of chatbots, which can provide quick and accurate responses to common inquiries, freeing up staff time to handle more complex cases.

Customer privacy protection

It is crucial to ensure that customer information is handled securely and in compliance with data protection regulations.

Companies must establish clear privacy and security policies, as well as implement technical measures to protect customers' confidential information, such as end-to-end encryption.

5 strategic tips to maximize the use of WhatsApp in conversational commerce

To maximize the use of WhatsApp in conversational commerce, companies can implement a series of strategies and practical tips:

  1. Be proactive in offering customer support: you can offer customer support through WhatsApp. This can include sending follow-up messages after a purchase or notifying relevant promotions..
  2. Personalize interactions: by using customer information to personalize interactions on WhatsApp.. 
  3. Integrate with CRM systems: to facilitate tracking interactions and managing customer information more effectively.
  4. Offer exclusive content: special discounts or early access to new products.
  5. Measure and analyze performance and adjust strategies based on results.

Discover Truora's Customer Engagement

Make the most of the power of WhatsApp to drive customer engagement and increase sales.

Discorver Customer Engagement by Truora, try it for free today, and experience taking your conversational strategy to another level.

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