{"id":209842,"date":"2026-09-15T04:28:41","date_gmt":"2026-09-15T04:28:41","guid":{"rendered":"https:\/\/sinch.com\/messaging\/customer-stories\/consorcio-magalu-2\/"},"modified":"2026-09-15T04:28:41","modified_gmt":"2026-09-15T04:28:41","slug":"consorcio-magalu","status":"publish","type":"messaging_cstories","link":"https:\/\/sinch.com\/fr\/messages\/temoignages-de-clients\/consorcio-magalu\/","title":{"rendered":"Stimuler la conversion avec WhatsApp Flows"},"content":{"rendered":"\n<p class=\"wp-block-paragraph\">Cons\u00f3rcio Magalu compte plus de 1\u00a0400 points de vente et 98\u00a0000 clients actifs \u00e0 travers le Br\u00e9sil. Depuis plus de 30 ans, l&rsquo;entreprise aide la population br\u00e9silienne \u00e0 atteindre ses objectifs financiers gr\u00e2ce aux \u00ab\u00a0cons\u00f3rcios\u00a0\u00bb, des pr\u00eats permettant d&rsquo;acheter en groupe des voitures, des biens immobiliers, de l&rsquo;\u00e9lectrom\u00e9nager et d&rsquo;autres biens ou services. Chaque client paie une mensualit\u00e9 pour le m\u00eame type de bien ou de service, et peut acqu\u00e9rir son article de trois fa\u00e7ons\u00a0: en allant au terme de son pr\u00eat, en remportant une ench\u00e8re, ou en gagnant \u00e0 un tirage au sort mensuel pour rembourser son pr\u00eat individuel.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">D\u00e9fi\u00a0: taux d&rsquo;abandon \u00e9lev\u00e9 des utilisateurs lors des r\u00e9servations via le syst\u00e8me de programmation<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Avec l&rsquo;ancien syst\u00e8me de r\u00e9servation, les clients potentiels \u00e9taient redirig\u00e9s de WhatsApp vers une exp\u00e9rience web mobile bas\u00e9e sur un calendrier pour finaliser leur r\u00e9servation. Cependant, cette transition entra\u00eenait un taux d&rsquo;abandon de 92\u00a0%. L&rsquo;\u00e9quipe souhaitait automatiser enti\u00e8rement le processus via WhatsApp pour minimiser les abandons, les temps d&rsquo;attente des clients et le besoin d&rsquo;intervention humaine.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Pour Cons\u00f3rcio Magalu, l&rsquo;une des premi\u00e8res \u00e9tapes importantes pour attirer de nouveaux clients est de leur faciliter la rencontre avec le personnel bancaire capable de r\u00e9pondre \u00e0 leurs questions sur les pr\u00eats. Malheureusement, l&rsquo;ancienne exp\u00e9rience de r\u00e9servation, qui dirigeait le trafic vers un site externe \u00e0 WhatsApp apr\u00e8s un premier contact dans l&rsquo;application, cr\u00e9ait des frictions et une baisse importante du trafic.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Solution\u00a0: cr\u00e9ation d&rsquo;une nouvelle exp\u00e9rience utilisateur de bout en bout, enti\u00e8rement dans WhatsApp<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Cons\u00f3rcio Magalu savait qu&rsquo;il fallait trouver une approche plus simple et intuitive, qui faciliterait la prise de rendez-vous pour son public. Pour ce faire, l&rsquo;entreprise s&rsquo;est associ\u00e9e \u00e0 Sinch pour int\u00e9grer WhatsApp Flows. Cette solution aide les entreprises \u00e0 concevoir, cr\u00e9er et personnaliser des parcours utilisateurs, ce qui am\u00e9liore les solutions de chatbots et d&rsquo;agents IA pour les clients, tout en aidant les marques \u00e0 cr\u00e9er des exp\u00e9riences plus engageantes. L&rsquo;\u00e9quipe a utilis\u00e9 WhatsApp Flows pour cr\u00e9er une nouvelle exp\u00e9rience utilisateur de r\u00e9servation de bout en bout, enti\u00e8rement dans WhatsApp. L&rsquo;\u00e9quipe a ensuite mis en place cette nouvelle exp\u00e9rience, \u00e0 la fois pour ses clients existants et pour les nouveaux clients potentiels ayant d\u00e9j\u00e0 fait une demande de pr\u00eat sur le site web.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">La nouvelle exp\u00e9rience a \u00e9t\u00e9 propos\u00e9e au trafic organique du site ainsi qu&rsquo;au trafic provenant de sources marketing payantes. Le premier message WhatsApp informait chaque client potentiel des derni\u00e8res conditions de pr\u00eat pour l&rsquo;immobilier, les voitures, les motos, les services, l&rsquo;\u00e9lectronique et le mobilier. Il indiquait \u00e9galement les heures d&rsquo;ouverture de l&rsquo;entreprise et invitait la personne \u00e0 prendre rendez-vous en appuyant sur le bouton \u00ab\u00a0R\u00e9server maintenant\u00a0\u00bb. Un message de suivi invitait le client \u00e0 trouver une date ou une heure pour son rendez-vous en appuyant sur \u00ab\u00a0V\u00e9rifier les options\u00a0\u00bb. Ensuite, le client acc\u00e9dait \u00e0 un WhatsApp Flow pour choisir la date, l&rsquo;heure et le type de rendez-vous (en personne, appel vid\u00e9o ou appel t\u00e9l\u00e9phonique) qui lui convenait le mieux, en quelques clics.<\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img decoding=\"async\" class=\"wp-image-58129\" width=\"1400\" height=\"1936\" src=\"https:\/\/sinch.com\/wp-content\/uploads\/2024\/09\/EN_Magalu-Customer-story-images_Inarticle-image_1400-x1936.png\" alt=\"Consorcio Magalu handsets\" srcset=\"https:\/\/sinch.com\/wp-content\/uploads\/2024\/09\/EN_Magalu-Customer-story-images_Inarticle-image_1400-x1936.png 1400w, https:\/\/sinch.com\/wp-content\/uploads\/2024\/09\/EN_Magalu-Customer-story-images_Inarticle-image_1400-x1936-217x300.png 217w, https:\/\/sinch.com\/wp-content\/uploads\/2024\/09\/EN_Magalu-Customer-story-images_Inarticle-image_1400-x1936-768x1062.png 768w, https:\/\/sinch.com\/wp-content\/uploads\/2024\/09\/EN_Magalu-Customer-story-images_Inarticle-image_1400-x1936-740x1024.png 740w, https:\/\/sinch.com\/wp-content\/uploads\/2024\/09\/EN_Magalu-Customer-story-images_Inarticle-image_1400-x1936-1111x1536.png 1111w\" sizes=\"(max-width: 1400px) 100vw, 1400px\" \/><\/figure>\n\n\n\n<h2 class=\"wp-block-heading\">R\u00e9sultat\u00a0: augmentation de la conversion et de la satisfaction des clients gr\u00e2ce \u00e0 un processus de programmation plus fluide et intuitif<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">En conservant l&rsquo;exp\u00e9rience de r\u00e9servation enti\u00e8rement dans WhatsApp, Cons\u00f3rcio Magalu a pu g\u00e9n\u00e9rer davantage de conversions \u00e0 partir de son trafic web organique et payant par rapport \u00e0 son ancienne m\u00e9thode de r\u00e9servation. L&rsquo;entreprise a \u00e9galement fait \u00e9tat de scores de satisfaction des clients plus \u00e9lev\u00e9s pour les prises de rendez-vous avec WhatsApp Flows par rapport \u00e0 son syst\u00e8me de r\u00e9servation initial.\u00a0<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">En rendant l&rsquo;exp\u00e9rience utilisateur plus fluide et pratique, l&rsquo;entreprise a observ\u00e9\u00a0:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>2,9 fois plus de conversions pour les rendez-vous programm\u00e9s parmi le trafic organique<\/li>\n\n\n\n<li>49\u00a0% de conversions en plus parmi le trafic payant du site<\/li>\n\n\n\n<li>21\u00a0% d&rsquo;augmentation de la satisfaction des clients<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">\u00ab\u00a0WhatsApp Flows nous a permis de repenser l&rsquo;exp\u00e9rience de r\u00e9servation de nos clients de mani\u00e8re beaucoup plus intuitive, rapide et simple. Les clients peuvent d\u00e9sormais choisir les dates et heures de leurs rendez-vous plus rapidement, sans avoir \u00e0 quitter leur chat WhatsApp. Cela a permis d&rsquo;augmenter le nombre de prospects prenant rendez-vous et d&rsquo;am\u00e9liorer la satisfaction des clients\u00a0\u00bb, d\u00e9clarent Let\u00edcia Vilela Bertolini et Leonardo Os\u00f3rio de Cons\u00f3rcio Magalu.\u00a0<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">\u00ab\u00a0WhatsApp Flows est une fonctionnalit\u00e9 innovante qui rend les t\u00e2ches telles que la connexion, la prise de rendez-vous, le remplissage de formulaires et la recherche de points de vente \u00e0 proximit\u00e9 beaucoup plus faciles et pratiques. Cela change v\u00e9ritablement la donne pour les entreprises, qui peuvent ainsi faire de WhatsApp un canal strat\u00e9gique pour interagir avec les utilisateurs. Nous sommes tout \u00e0 fait convaincus que Flows peut contribuer \u00e0 am\u00e9liorer l&rsquo;exp\u00e9rience client, c&rsquo;est pourquoi nous int\u00e9grons Flows dans les parcours de chatbots de nombre de nos clients. Nous sommes ravis de voir comment Flows a am\u00e9lior\u00e9 les performances de Cons\u00f3rcio Magalu, et nous pr\u00e9voyons de stimuler encore davantage sa croissance gr\u00e2ce \u00e0 cette solution\u00a0\u00bb, affirme Carolina Guerrero de Sinch.\u00a0<\/p>\n","protected":false},"author":6,"featured_media":60224,"template":"","meta":{"_acf_changed":false},"class_list":["post-209842","messaging_cstories","type-messaging_cstories","status-publish","has-post-thumbnail","hentry"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v28.4 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Stimuler la conversion avec WhatsApp Flows<\/title>\n<meta name=\"description\" content=\"D\u00e9couvrez comment Cons\u00f3rcio Magalu a utilis\u00e9 WhatsApp Flows pour repenser son exp\u00e9rience utilisateur pour ses clients, g\u00e9n\u00e9rant ainsi plus de conversions et une meilleure satisfaction.\" \/>\n<meta name=\"robots\" content=\"index, follow, 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