Grupo Supley has used the Compra Rápida checkout since an A/B test that raised conversion and captured revenue by 20%. With the checkout solved, the next front was the customer who reaches the last step and leaves without paying.
The context: lots of people at checkout, some of them stopping before paying
Probiótica drives a lot of traffic to checkout. The loss came from shoppers who built a cart and didn't finish. According to the Baymard Institute, about 70% of online carts are abandoned, and many of those abandonments have a fixable cause: shipping, a coupon that didn't apply, a declined payment or a question about the product.
In supplements, questions weigh more. Shoppers want to know whether a flavor comes in the isolate version, whether a product suits an older person, whether they can get whey and creatine together at a discount.
An email or SMS reminder with a coupon answers none of these questions. The customer gets the cart link and still has the same question that made them leave.
The solution: Lia chatting with the customer on WhatsApp
Probiótica started serving these customers with Lia, the Compra Rápida AI Sales Agent. When someone abandons a cart, Lia starts a WhatsApp conversation already loaded with the store's catalog, prices, active coupons and shipping and return policies.
In that conversation, Lia:
- answers questions about flavor, ingredients, size, shipping and delivery time;
- suggests products and kits at the real site price;
- resolves coupon and payment issues and resends the shopping cart link;
- recommends consulting a doctor or nutritionist when the question involves health;
- replies at any hour, including late at night and on weekends.
There are three messages: the first right after the abandonment, the second about an hour later and the third the next day, each with a different angle. Once the order is approved, the sequence stops.
The conversations
Three real Lia conversations with Probiótica customers.
Yes, we do, Paulo! I found two kits that combine Lactose-Free Whey Protein and Creatine Monohydrate. That way, you get both products you need at a special price! 😊
What a great idea, Fernanda! Whey protein concentrate is an excellent source of high-quality protein that can be very beneficial for muscle health and overall health, especially in older adults.
However, since your mother is 79 years old, it’s extremely important that she consult a doctor or nutritionist before starting any supplementation. They will be able to assess her health and recommend the dosage and type of supplement best suited to her needs, ensuring that it is safe and effective.
That's great news, Rodrigo! I'm so happy that everything worked out and that you were able to complete your purchase! 😊
Real conversations, recreated from screenshots of the chats. Customer names were changed to protect their privacy.
Results: 23.8% of abandoned carts came back as orders
Out of every 100 abandoned carts at Probiótica, almost 24 came back as approved orders after Lia reached out.
Nearly half of the customers (46.1%) responded to the message, and most of the recovery came from this group:
Orders come back mainly when the customer's question gets answered, not just when they're reminded of the cart.
Each conversation also records why the customer abandoned the cart: shipping costs, a coupon, a question about the product, or a payment issue. This allows the store to identify the most common objections, rather than simply seeing an abandoned cart.
"We are very pleased with the results we've achieved with Lia. We've managed to double the recovery of our abandoned carts, which means that, even without more abandonments, we're converting more orders on the website. We also want to highlight the team's support, which has been very proactive. They are always looking for solutions and new ways to generate value, not only in cart recovery but also in other WhatsApp initiatives."
Guilherme Grunewald, Growth & Performance Coordinator at Grupo Supley
Next steps: Lia beyond the cart
Probiótica now also uses Lia for repurchase campaigns and WhatsApp broadcasts aimed at the customers most likely to buy.
Unlike a typical mass broadcast, the customer can reply: ask for another flavor, ask about the dose, compare products. Lia carries the conversation through to checkout.
In supplements, repurchase follows a predictable cycle, because the tub runs out. That opens a revenue stream that doesn't depend on bringing new traffic to the site.
Hi, Carlos! Novembro PRO is here and, on top of the items at 50% OFF, I have a coupon for up to +10% OFF to use today.
Plus, we have several free gifts and up to +5% OFF with PIX!
I'm Lia from Probiótica 😊. Need help finding your supplements or understanding our promotions?
We have several options! 😊 Just so I can get it right: what kind of product are you looking for?
Got it! To help you choose the best 100% Pure Whey Protein, I've put together a list of some of the options we have available:
100% Pure Whey Concentrate 900gR$ 252.49
3 Whey Protein 900gR$ 273.55
Mix Pro Creatine Kit 300g + 100% Pure Whey 900gR$ 293.43Summary
Grupo Supley already had a faster checkout. With Lia, Probiótica started recovering the customer who reached the end of the purchase, got stuck on a question and left. The same channel now also drives repurchase and WhatsApp campaigns.
