Case Study: C&A achieves 82.6% customer satisfaction with VTEX CX Platform

C&A boosts customer satisfaction to 82.63% with VTEX

C&A, one of Brazil's largest fashion retailers, faced the challenge of moving beyond simple ticket automation to create a customer service hub that functioned as a natural and seamless extension of the consumer journey. Their goal was to build long-term relationships through fluid and intimate interactions. To achieve this, C&A partnered with VTEX and implemented the VTEX CX Platform.

The solution involved embedding AI into C&A's CRM to provide agents with real-time consumer context, enabling intelligent and personalized responses. This VTEX platform fostered omnichannel connectivity and focused on effective resolution, allowing human teams to handle more complex cases. The results were significant, including a 90% automated resolution rate and an 82.63% customer satisfaction score, with 70.87% of users awarding a top rating of 5 out of 5.

C&A