Veste SA , a Brazilian company specializing in high-end clothing and accessories, owner of the brands Le Lis, Dudalina, John John, Bo.Bô, and Individual, has consolidated WhatsApp as one of its main sales and customer relationship channels. This move came after implementing Whizz, an artificial intelligence agent from OmniChat , a leading chat commerce platform and WhatsApp Business Solution Provider (BSP). The solution optimized the company's customer service operation, unifying communication, reducing response time, and significantly increasing conversions.
With 175 company-owned stores and a presence in thousands of multi-brand retailers, Veste SA is recognized for providing premium shopping experiences. With the acceleration of digitalization during the pandemic, WhatsApp became a strategic point of contact with consumers. The challenge was to expand customer service without losing the human touch characteristic of brands. Before partnering with OmniChat, each store communicated independently with customers, processes were decentralized and difficult to measure. Furthermore, the average waiting time of over five minutes caused the conversion rate to drop from 15% to just 2%.
“The biggest challenge was structuring a channel that was fast, scalable, and at the same time preserved the identity of our brands. That's where Whizz proved to be the ideal solution,” explains Pedro Corrêa, director of technology, CRM, and e-commerce at Veste SA.
With Whizz, the company began offering 24/7 customer service, capable of handling thousands of simultaneous interactions while preserving the specific tone of voice of each brand. Integration with the VTEX platform reinforced the omnichannel strategy, uniting e-commerce and physical stores in a seamless experience. Between January and March 2025, the results were significant: the John John brand registered over 1,600 interactions with an average conversion rate of 26%.
The implementation of intelligent chatbots complemented the work of the teams, optimizing operational steps and increasing efficiency. At Dudalina, for example, the volume of manual customer service requests fell by 20%, while team productivity grew between 30% and 40%, and customer satisfaction scores increased by 5%. The bots created with Whizz answer frequently asked questions, automatically send invoices, and provide order status updates, freeing up time for salespeople to dedicate to personalized customer service.
Another highlight is the strategy for recovering abandoned shopping carts via WhatsApp for John John, which outperformed email marketing, with an 8% increase in open rates and a 15% increase in conversion rates. Between October and December 2024, automated campaigns via OmniChat recovered thousands of reais in revenue, reinforcing the role of AI as a growth driver.
In just one year of operating with Whizz, Veste SA achieved a 40% increase in service scalability, a 200% growth in customer satisfaction, and fully automated sales operations for key brands. “Whizz has the human warmth, the tone of voice, and the communication style of each brand. This was essential to increasing our customer satisfaction and boosting sales,” highlights Risoneide Silva, Operations and Relationship Manager at Veste SA.
For Rodolfo Ferraz, Head of Sales at OmniChat, the success of Grupo Veste reflects the true potential of artificial intelligence when applied with purpose and strategy. “The Grupo Veste case perfectly illustrates the power of AI when implemented in a humanized way. Whizz is not just an automation tool, but an intelligent agent that understands the customer, respects the identity of each brand, and transforms conversations into real sales. Veste managed to scale its operation without losing the human touch, and that is the future of digital retail,” he states.
