An independent Total Economic Impact study by Forrester surveyed 224 decision-makers and proved that conversational WhatsApp delivers 270% ROI in 3 years, with 90% open rates.
04 de dezembro de 2025
8 min read
Source: gupshup.ai
270%
ROI in 3 Years
90%
Open Rates
+55%
Conversion
In a Total Economic Impact (TEI) study commissioned by Gupshup and conducted independently by Forrester, one of the world's most respected technology research firms, it was demonstrated that conversational WhatsApp delivers an impressive 270% return on investment (ROI) over 3 years.
The study, based on a survey of 224 business decision-makers, provides concrete and detailed data on the impact of conversational WhatsApp across marketing, sales, and customer support — making it one of the most comprehensive and reliable analyses available on ROI from AI-powered messaging.
270%
ROI in 3 Years
90%
Open Rates
+55%
Conversion
Brands face an increasingly fragmented attention landscape, where traditional channels (email, SMS, push notifications) show declining engagement rates. Average email open rates hover around 20-25%, and SMS open rates, while higher, are hampered by the lack of conversational interactivity.
The central question for decision-makers was: does WhatsApp as a conversational channel really deliver measurable and significant ROI to justify the investment in technology and operational change?
The Forrester study analyzed the implementation of conversational WhatsApp via the Gupshup platform across three main use cases:
Conversational Marketing: Personalized campaigns via WhatsApp with 90% open rates (vs. 20-25% email)
Conversational Sales: AI-powered purchase flows within WhatsApp, resulting in +55% conversion and +20% average ticket
Conversational Support: Automated customer service with AI reducing support costs by 40%
The methodology followed Forrester's rigorous TEI standard, considering total costs (platform, implementation, operation) versus quantified benefits over a 3-year period.
The 224 surveyed decision-makers represented companies of various sizes and sectors, providing a representative and statistically significant sample.
The study's key findings include:
270% ROI over a 3-year period, with payback in less than 6 months
90% open rates on WhatsApp messages (vs. 20-25% on email)
+50% engagement compared to SMS and email
+55% conversion in conversational sales flows
+20% increase in average ticket via upselling and cross-selling
40% reduction in support costs with AI automation
These numbers demonstrate that conversational WhatsApp is not just a complementary channel — it's a core platform that can transform results in marketing, sales, and customer service simultaneously.
Catalisa enables the implementation of all three pillars identified by Forrester — conversational marketing, sales, and support — through a unified platform with native WhatsApp integration.
With Catalisa's AI Agents, it's possible to create personalized agents for each use case: marketing agents that segment and personalize campaigns, sales agents that guide the purchase journey, and support agents that resolve requests automatically.
The platform provides built-in tracking metrics for ROI, conversion, engagement, and cost reduction — enabling data-driven decisions aligned with Forrester's findings.
GUPSHUP. “Gupshup WhatsApp drive 270% ROI — Total Economic Impact study”. gupshup.ai. Disponível em: https://www.gupshup.ai/resources/press-releases/gupshup-whatsapp-drive-270-roi-total-economic-impact-study/. Acesso em: 27 fev. 2026.
Schedule a demo and see how Catalisa can transform your business
Analysis of how WhatsApp evolved from a messaging channel to an end-to-end sales platform, with data from Magalu, iFood, and Gupshup/Forrester.
19 de jan. de 2026
·
10 min read
Quantitative analysis of the real return on AI investment in customer experience, with consolidated data from Forrester, Boticário, Lotte, and Synthesia.
27 de dez. de 2025
·
10 min read
Magazine Luiza transformed its virtual influencer into a true AI-powered salesperson on WhatsApp, with multi-agent orchestration, integrated payment, and NPS 90.
19 de fev. de 2026
·
9 min read
·
Source: exame.com
© 2026 Catalisa. Todos os direitos reservados.
Conforme LGPD
Meta WhatsApp Business
Dados no Brasil
We use cookies for analytics and load external resources (images) to improve your experience. By clicking "Accept", you consent to the use of cookies and third-party resources in accordance with our Privacy Policy.