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Coppel is one of the most important Mexican retail stores. Beyond the traditional retail services, Coppel Group also has a bank: BanCoppel, and a retirement management fund, Afore Coppel. The company was the first of its kind in Latin America to implement the WhatsApp Business API to create a channel where the customers are able to perform credit transactions such as asking for and receiving loans.
In operation for 80 years, Coppel is one of Mexicoʼs largest department stores,
stocking a wide variety of products from popular brands, and serving more than 15
million people. One of the storeʼs main services is its own private-label credit
system, which makes it possible for customers to quickly and easily get credit so
they can purchase Coppel products. The financial services division also provides
public service payments, international wires, etc.
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As part of their digital strategy, Coppel wanted to provide their customers anadditional channel to apply, get loans, and make their recurrent payments, secu-
red, easy and in the friendliest way.
Prior to this endeavor, Coppel had implemented an omnichannel strategy along with Yalo, a conversational commerce platform and certified WhatsApp Business Partner, to incorporate WhatsApp as a communication channel for their more than 15 million customers.
The results of this strategy were so positive that Coppel decided to expand the WhatsApp services to include credit transactions to their customers. Yalo worked along with Coppel to integrate the WhatsApp channel with the companyʼs credit system.
This allowed customers to apply for and receive loans, and to make recurring payments in a secure and friendly way through their preferred communication channel: WhatsApp.
With this strategy, Coppel was the first omnichannel department store both in Mexico and Latin America to provide loans through WhatsApp.
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Coppel Bot, the virtual assistant, solves thousands of service requests from its customers
digitally, without the intervention of an agent, offering a convenient extended service schedule and a delightful experience.
The partnership with Yalo and introduction of the WhatsApp Business API allowed Coppel to
strengthen their omnichannel digital strategy. The project went from a first phase where at the Coppel stores the customers with approved credit had the option to receive WhatsApp notifications for status updates about their credit applications and purchases, to a second phase where the customers are able to apply, get the loan and make the recurrent payments directly on the app.
This has resulted in the following:
