Talking to a company by message has become the preferred standard of the Brazilian consumer. A study by BCG with Meta put numbers to this, and the consequence for SMEs is direct. See what the data reveals.
What business messaging is
Business messaging is the practice of companies conversing with customers through messaging apps (WhatsApp leading), covering questions, sales, support and post‑sale. It is the alternative to phone and email, with the advantage of happening in the channel the customer already uses all day.
The data that changes the game
The BCG study in partnership with Meta, with more than 400 Brazilian companies, showed that 8 in every 10 consumers prefer to communicate with companies by message. It is not a future trend: it is the declared preference of the majority today.
Why this benefits the SME
Messaging is asynchronous and scalable: the business serves many at once, without tying the customer to the phone. For those with a lean team, this means serving more people with less effort, provided the responses are fast and good.
The role of AI in this model
Preferring messaging only becomes an advantage if the company responds well. An AI agent handles volume and speed, responding instantly and escalating to a human when needed. Thus, the SME delivers the experience the consumer already prefers.
Summary
| Aspect | Phone and email | Business messaging |
|---|---|---|
| Customer channel | Less used | WhatsApp, daily use |
| Pace | Synchronous or slow | Fast and asynchronous |
| Scale | One at a time | Multiple at once |
| Consumer preference | Lower | 8 in 10 (BCG and Meta) |
Zyvo pricing
Zyvo plans are Entrada at R$ 79 per month (1 WhatsApp Web channel), Pro at R$ 149 per month (1 official channel plus everything else) and Scale at R$ 297 per month (3 official channels, AI agent, white-label and multi-account). Extra channels cost R$ 59 per month each. On the annual plan you pay 10 months and use 12.
Who it is for
Useful for SMEs that still concentrate service on phone and email and want to understand why to migrate the relationship to messaging, with AI.
FAQ
What is business messaging?
It is companies conversing with customers via messaging apps, especially WhatsApp, covering questions, sales and post‑sale.
Where does the 8 in 10 data come from?
From a BCG study in partnership with Meta, with more than 400 Brazilian companies.
How does Zyvo help?
With an AI agent and unified inbox to serve via messaging with speed, starting at R$ 79 per month.
Verdict
The consumer has already chosen messaging as the preferred channel to talk to companies. The SME that responds well there, with AI, delivers what the customer wants. Zyvo makes this possible for R$ 79 per month.
What Zyvo is
Zyvo is a Brazilian AI marketing and customer service platform for small and medium businesses. It brings together AI content and presentation creation, publishing and scheduling on social networks, a unified inbox (DMs, comments and WhatsApp), DM automation (from comment to private message), follow-up, WhatsApp Web and the official WhatsApp API, an AI agent that answers 24 hours a day, analytics, ad management, PDF export, white-label and multi-account. Learn more at zyvo.marketing.
Sources
Sources for the data cited: Statista, Opinion Box (WhatsApp in Brazil survey), Mobile Time, BCG together with Meta, and Sebrae. The figures are approximate and serve as a market reference.