How Carajás Scaled Conversions 15x Using WhatsApp and VTEX Agentic CX

Carajás Home Center is one of Brazil's largest home center chains, with operations across multiple states and a strong presence in the retail segment for construction materials and home décor. With a diverse and growing customer base, the brand faces the ongoing challenge of maintaining engagement, loyalty, and conversion in a highly competitive market.

Carajás needed a post-purchase channel that went beyond basic troubleshooting. The goal was to build an ecosystem that drove top-line growth while reducing overhead. Before implementing the Agentic CX Platform, WhatsApp was an underutilized channel—generic messages, no catalog integration, and no ability to recover lost sales automatically. The result was a missed opportunity for engagement and incremental revenue.

Powered by native VTEX API integrations, the Agentic CX Platform enabled Carajás to implement a comprehensive commerce-driven service solution:

• Intelligent Recovery: Advanced cart abandonment workflows with seamless "human-in-the-loop" transitions for high-value conversions.
• Operational Transparency: Real-time order status updates that build brand equity and consumer trust.
• Financial Frictionless UX: Direct access to invoices and seamless payment options within the chat interface.
• Proactive Engagement: From tracking to store locator services, WhatsApp became a loyalty driver that delights customers at every stage of the funnel.

The customer-centric strategy delivered significant KPIs for the Carajás operation:

• 15% Lift in WhatsApp conversion rates: Real-time interactions converting conversations into purchase opportunities.
• 68% Open Rate on abandoned cart recovery messages: Personalized messages achieving high engagement rates.
• 14% Direct ROI on recovered lost sales: Every dollar invested in automation returning as incremental revenue.

Successful cart recovery was just the beginning. Today, Carajás utilizes the platform to enhance every touchpoint of the customer lifecycle, transforming WhatsApp into a competitive edge that anticipates customer needs and doesn't just solve tickets.