Leading Footwear Retailer Scales Customer Service by 91% with VTEX Agentic CX Platform

A major national footwear retailer facing scalability challenges with a lean customer service team. Averaging only 860 interactions per month via traditional channels, the operation struggled with long wait times and fragmented customer journeys that compromised the brand experience.

Accelerated e-commerce growth demanded a more fluid, proactive, and connected communication strategy. Siloed systems led to sluggish manual processes for routine tasks, such as order tracking and invoice generation. The brand required a solution to centralize and automate end-to-end customer engagement.

In April 2025, the brand deployed the VTEX Agentic CX Platform, designing a frictionless journey that seamlessly blends self-service automation with human expertise. Key capabilities include:

• Process Automation: Instantaneous order status, tracking, and invoice retrieval.
• Reverse Logistics Management: Integration with AfterSale for returns and refund notifications.
• Revenue Recovery: Proactive strategies for abandoned cart conversion.
• Unified Multichannel Presence: Integrated support across WhatsApp, Instagram, Facebook, Email, and Webchat, including marketplace inquiries.

The shift to an AI Agent-based architecture transformed the operation's key performance indicators:

• Exponential Scalability: Interaction capacity surged from 860 to over 10,500 monthly contacts—a 91% increase in overall productivity.
• Operational Efficiency: Only 5.41% of tickets required human intervention, allowing the team to focus on high-value, complex cases.
• Customer Satisfaction: The AI Agent delivered a resolution rate above 95%, providing accurate, real-time responses.

This case illustrates how specialized AI agents for retail enable massive scalability within a lean organizational structure. By adopting the VTEX Agentic CX Platform, the retailer solidified its omnichannel experience, removing information silos and delivering a truly connected commerce journey.