Case Study: Intimissimi Doubles Customer Service Capacity with VTEX CX Platform

Intimissimi doubles service capacity with VTEX and cuts inquiries by 70%

Intimissimi, a global leader in lingerie and loungewear, faced a scalability barrier as its customer service team was fully consumed by high volumes of inquiries on traditional channels like WhatsApp and email. This prevented strategic expansion and challenged the brand's premium positioning. To address this, Intimissimi adopted the VTEX CX Platform from vendor VTEX to create a more scalable and intuitive buying journey.

VTEX implemented a solution that evolved Intimissimi's customer service from rigid chatbots to generative AI agents trained on the brand's institutional knowledge and tone of voice. This resulted in a nearly 70% reduction in inquiry volume across traditional channels and doubled the brand's service capacity with the same headcount, all while maintaining an 81% CSAT score. The AI now handles the majority of interactions, freeing the human team to focus on high-value strategic improvements.

Intimissimi