+R$ 453k in 30 Days: How Osklen Boosted Conversion from 3% to 18% Using the WhatsApp Conversational Tool on VTEX Agentic CX

Osklen is a global Brazilian brand that synthesizes urban life with nature through a distinctive authorial voice. Maintaining that premium experience in the digital channel demands more than aesthetics, it requires zero friction at every touchpoint. To close the gap between brand promise and purchase reality, Osklen implemented the Agentic CX Platform by VTEX, transforming its WhatsApp channel from a passive inbox into a proactive engine for engagement and sales.

Osklen identified critical bottlenecks across three purchase stages: order tracking, product exchanges, and abandoned cart recovery. Each was being handled via email, a channel that delivered low conversion rates and flooded the support team with manual tickets. The brand needed a more connected, automated approach to meet customers at the right moment, with the right message, on the channel they actually use.

The solution was architected to leverage Osklen's existing e-commerce ecosystem, connecting tools through VTEX AI Agents to deliver resolutive, perfectly timed interactions. Within weeks, the platform was 100% operational on WhatsApp, managing both passive and active customer journeys:

• Passive Support: Handling product searches via the VTEX Intelligent Search API, and resolving order-related questions by integrating Intelipost and Troque Commerce.
• Active Post-Purchase: Automating logistics notifications at every stage—from order approval through to final delivery—with no manual intervention required.
• Abandoned Cart Recovery: Replacing low-visibility emails with proactive WhatsApp messages that allow customers to respond and convert immediately, inside the same conversation.

The implementation of the Agentic CX Platform delivered immediate and measurable impact on the brand's commercial performance:

• +14.79 Percentage Point Conversion Lift: The abandoned cart conversion rate surged from 3.39% to 18.18%, a more than fivefold improvement in a single month.
• R$ 453,000 in Incremental Revenue: This significant commercial result was generated in the platform's first 30 days of live operation.
• Transparent, Agile Communication: Customers received real-time updates at every logistics stage, sharply reducing the volume of inbound support requests.