Customer Story
How Familhão boosted subscription renewal rates by 23 points with Sinch and WhatsApp Payments
Learn how this Brazilian retail rewards platform reduced abandonment rates with a seamless WhatsApp Payment experience.
Customer Story
Challenge: Reduce subscription renewal abandonment rates in WhatsApp
Solution: A smoother, scalable WhatsApp Payments experience
Results: 23-point increase in subscription renewal rates
With over 10 million users, Familhão is one of Brazil’s largest retail rewards platforms. For R$20 a month, members gain access to discounts from top brands and the chance to win major prizes.
To encourage renewals, Familhão sends reminder messages via WhatsApp, Brazil’s top messaging app. Most customers choose to pay with Pix, a widely-adopted instant payment method.
Previously, those reminder messages linked to the Familhão website, where customers had to manually copy a Pix code, switch to their banking app, and paste it to complete the transaction.
The extra step of retrieving the Pix code from Familhão’s website led to a high abandonment rate.
Familhão partnered with Sinch to simplify the renewal process with WhatsApp Payments. Now, when customers receive a reminder, they can choose to pay with Pix or credit card within WhatsApp.
If they select Pix, they can copy the transaction code with the tap of a button and complete the purchase in their banking app.
In the first half of 2025, this new payment flow led to a 23-point increase in renewal conversion rates.
Building on that success, Familhão partnered with Sinch to bring the new payment experience to a national TV campaign.
During one of Brazil’s most popular programs, the company aired a playful commercial featuring host Luciano Huck and someone dressed as a QR code. Viewers who scanned the code were taken to WhatsApp, where they could sign up and pay for a subscription instantly.
With Sinch’s support, Familhão delivered a seamless conversational payment experience — backed by the infrastructure and scale needed to keep growing.
