Case Study: a leading footwear retailer scales customer service by 91% with VTEX CX Platform

Leading Footwear Retailer scales customer service by 91% with VTEX

A leading footwear retailer in Brazil faced the challenge of scaling its customer service to meet e-commerce growth with a lean team. Their traditional channels resulted in long wait times and fragmented customer journeys, struggling with only 860 monthly interactions. They turned to the VTEX CX Platform to centralize and automate their end-to-end customer engagement.

VTEX implemented an intelligent multichannel orchestration solution that blended self-service automation with human expertise. This included automated processes for order status and returns, plus a unified presence across WhatsApp, Instagram, and other channels. The results were transformative: monthly interactions surged by 91% to over 10,500, 95% of tickets were resolved by the AI Agent, and only 5.41% required human intervention, drastically optimizing operational overhead.