The shopping journey is constantly evolving, and consumers are increasingly seeking convenience and natural interactions with brands. However, challenges such as limited staff and a lack of integration between digital and traditional channels can compromise both the customer experience and business results.
To solve this issue, Weni by VTEX offers an innovative feature that allows customers to complete orders directly through WhatsApp using audio and images as request methods. Supported by artificial intelligence and the GPT model—fully funded by Weni—the solution automatically interprets customer inputs, providing faster, more accessible, and more efficient service.
Key Differentiators and Benefits
Intuitive and inclusive interaction
Customers can simply take a picture of the desired product or send an audio message describing their needs, making the shopping process more practical and accessible—especially for people with difficulties in writing or reading.
Operational efficiency
Automation reduces the reliance on human agents for repetitive interactions, allowing them to focus on more strategic tasks.
Optimized monitoring
The system generates automatic reports, consolidating data on purchases, preferences, and participation in promotional campaigns, facilitating decision-making.
Increased conversion and retention rates
By removing friction from the shopping process and offering a fast, interactive channel, the solution drives sales and encourages customer loyalty.
Expected Results
Higher conversion rates and digital revenue growth
The convenience and integration with promotional campaigns tend to increase the number of completed orders.
Enhanced customer experience and NPS improvement
Fast and personalized service strengthens customer relationships and boosts satisfaction and brand recommendation scores.
Greater retention and purchase recurrence
With a smoother and more convenient journey, customers return more frequently for new purchases.
Metrics for Evaluation
ROI (Return on Investment): Analyzing the financial impact of the solution compared to implementation costs.
Conversion rate: Percentage of WhatsApp interactions that result in actual purchases.
NPS (Net Promoter Score): Indicator of customer satisfaction and likelihood of recommendation.
Repurchase rate: Average number of purchases per customer over time.
Technical Requirements
Configuration and activation of the Weni Platform for:
- Processing multimodal inputs: The solution securely and efficiently interprets text, images, and audio, using AI for transcription and request categorization, at no additional cost to the company.
- Integration with legacy systems: Compatibility with ERPs and CRMs enables data synchronization, ensuring unified customer information management.
Integration with order management systems
- VTEX catalog/OMS system, among others, depending on business structure.
Use Case
A major retail chain expanded its digital presence and decided to use WhatsApp as one of its customer service channels. A customer, after seeing a home appliance promotion on TV, sent a picture of the desired product via WhatsApp. Within minutes, the system identified the item, presented stock options, and finalized the order with payment via a link within the chat.
In another scenario, a customer sent an audio message with questions about promotions and received automated responses with the day’s offers, making their purchasing decision faster and more convenient.
Weni by VTEX’s shopping via image and audio feature on WhatsApp not only simplifies the purchasing process but also positions brands as innovative and customer-centric. More than just a transactional tool, this solution enhances accessibility, reduces operational costs, boosts sales, and elevates customer satisfaction.
