Case Study: Grupo Líder achieves 92% automated support and 16% revenue growth with VTEX CX Platform

Grupo Líder reaches 92% automated support and 16% growth with VTEX

Grupo Líder, one of Northern Brazil's largest retail conglomerates, faced challenges with its WhatsApp customer service. A non-intuitive interface and long response times were eroding the customer experience, and its lean support team struggled to handle rising request volumes, especially during peak periods. To address this, they partnered with vendor VTEX to implement its CX Platform.

The solution involved building a full-funnel conversational journey on WhatsApp using VTEX's AI Agents. This allowed customers to browse products, track orders, and complete purchases directly within the chat. The implementation delivered transformative results for Grupo Líder, including 92% automated resolution of interactions and a 16% revenue growth. VTEX's platform also enabled the handling of over 8,000 AI-initiated interactions per month without adding any support staff.

Grupo Líder