Leading Footwear Retailer Scales Customer Service by 91% with VTEX CX Platform
Industry
Fashion & Sporting Goods
Country
Brazil
With a resolution rate exceeding 95%, the brand reduced human hand-offs to just 5.41%, optimizing operational overhead.
For a major national footwear retailer, the primary hurdle was overcoming the constraints of 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.
The Challenge: Scaling Performance Without Diluting Quality
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.
The Solution: Intelligent Multichannel Orchestration
In April 2025, the brand deployed the VTEX 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 Results: High-Performance Resolution
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.
Conclusion
This case illustrates how specialized AI agents for retail enable massive scalability within a lean organizational structure. By adopting the VTEX CX Platform, the retailer solidified its omnichannel experience, removing information silos and delivering a truly connected commerce journey.
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