A Veste S.A., a Brazilian high-end apparel and accessories company, owner of the brands Le Lis, Dudalina, John John, Bo.Bô, and Individual, has established WhatsApp as one of its main sales and customer relationship channels. This move followed the implementation of Whizz, the artificial intelligence agent from OmniChat, the leading chat commerce platform and WhatsApp Business Solution Provider (BSP). The solution optimized the company's customer service operations, unifying communication, reducing response time, and significantly increasing conversions.
With 175 owned stores and a presence in thousands of multi-brand retailers, Veste S.A. 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 service without losing the human touch characteristic of the brands. Before the partnership with OmniChat, each store communicated independently with customers, processes were decentralized and difficult to measure. Furthermore, an average wait time exceeding five minutes caused the conversion rate to drop from 15% to just 2%.
“The major challenge was to structure a channel that was fast, scalable, and, at the same time, preserved the identity of our brands. That's when Whizz proved to be the ideal solution,” explains Pedro Corrêa, Technology, CRM, and E-commerce Director at Veste S.A.
With Whizz, the company began offering 24/7 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 recorded over 1,600 interactions with an average conversion rate of 26%.
The implementation of intelligent chatbots complemented the work of the teams, optimizing operational stages and increasing efficiency. At Dudalina, for example, the volume of manual service requests fell by 20%, while team productivity grew between 30% and 40%, and the customer satisfaction score increased by 5%. The bots created with Whizz answer frequent questions, automatically send invoices, and inform order status, freeing up time for salespeople to dedicate themselves to personalized service.
Another highlight is the abandoned cart recovery strategy via WhatsApp for John John, which performed better than email marketing, with an 8% increase in open rate and a 15% increase in conversion rate. Between October and December 2024, automated campaigns via OmniChat recovered thousands of Reais in revenue, reinforcing the role of AI as a growth lever.
In just one year of operating with Whizz, Veste S.A. achieved a 40% increase in service scalability, a 200% growth in customer satisfaction, and fully automated sales operations in key brands. “Whizz has the human warmth, the tone of voice, and the communication style of each brand. This was essential to elevate our customer satisfaction and boost sales,” highlights Risoneide Silva, Operations and Relationship Manager at Veste S.A.
For Rodolfo Ferraz, Head of Sales at OmniChat, the success of the Veste Group reflects the true potential of artificial intelligence when applied with purpose and strategy. “The Veste Group case shows exactly 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 each brand's identity, and turns 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.
