Success Case: How Grupo Líder Achieved 92% Automated Resolution and 16% Growth with Intelligent Agents

The focus on customer experience and a fully integrated digital journey were the pillars for scaling results and improving satisfaction.

Grupo Líder, one of the largest retail chains in Northern Brazil, implemented a comprehensive digital journey with Weni by VTEX—covering the entire consumer experience. From purchases via WhatsApp with an integrated catalog to critical post-sales steps like support, exchanges, and returns, the initiative (initially launched through Líder Shopping channels) is fully operated through robust integrations and smart automations powered by the Weni Platform.

About Grupo Líder

Founded in the 1960s as a small family business, Grupo Líder has grown into one of the largest retail networks in Northern Brazil, with operations spanning supermarkets, home centers, optical stores, pharmacies, shopping centers, and even cattle farms

Recognized for its strong regional presence and pioneering spirit in food and consumer goods retail innovation, the company has maintained a solid omnichannel expansion strategy, offering seamless, integrated experiences, especially via WhatsApp.

The Challenge

Before adopting Weni by VTEX, customer service via WhatsApp at Líder Shopping faced operational limitations that directly impacted consumer experience. The existing interface was unintuitive, and long response times affected the perceived quality of service.

A lean customer service team made it difficult to keep up with growing order volumes and inquiries, particularly during high-demand periods.

In addition, the lack of effective channel integration hindered service continuity—especially when different agents needed to take over an ongoing conversation. The absence of proactive automations (e.g., order status updates) increased customer uncertainty and drove up support requests.

“With these challenges in mind, it was clear we needed to evolve. Our goal was to design a more seamless, automated service journey, end-to-end from the first contact to post-sales, without losing the human touch when it matters.”

The Solution

With Weni by VTEX, Grupo Líder implemented a complete WhatsApp-based journey, integrating directly with VTEX and applying targeted automations across the consumer experience.

Active Features:

• Automated Order Status
  Customers can check delivery updates directly on WhatsApp, dramatically reducing inbound support volume.
• VTEX-Integrated Product Catalog
  Enables conversational navigation and direct conversions within the WhatsApp channel.
• Intelligent Hybrid Support
  Efficiently routes complex issues to human agents, preserving full conversation history.
• Automated Exchanges and Returns
  Initial triage and personalized guidance via WhatsApp improve speed and reduce friction.
• Cart Recovery
  Proactive notifications re-engage customers with abandoned products in their online cart.

Results Achieved

Operational data from March 2025 highlights significant gains in service efficiency:

• 8,000+ customer interactions initiated through the intelligent agent
• 92% of inquiries resolved without human intervention (only 8% required escalation)
• 800+ autonomous purchase journeys completed
• 16% year-over-year revenue growth (compared to March 2024)

“This hybrid bot + human model allowed us to scale even during peak times, proven by more than 50,000 website visits, including 40,471 new users.” — Felipe Teles

These metrics demonstrate the direct impact of the solution on operational scalability, customer autonomy, and optimal resource utilization.

Secondary Benefits

• Unified Channels
  The intelligent agent was activated across WhatsApp, Messenger, Instagram Direct, and the brand’s webchat—delivering a consistent, centralized journey across multiple touchpoints.
• Scalability
  Capable of handling thousands of interactions simultaneously, the intelligent agents absorb the majority of demand, enabling the operation to manage traffic spikes without proportionally increasing headcount.
• Operational Efficiency
  Automation of key steps, such as tracking, exchanges, and cart recovery, freed the team to focus on complex, strategic issues. The result: a leaner, faster operation with higher impact on customer satisfaction.

Conclusion

Grupo Líder’s success story proves it’s possible to achieve operational efficiency, best-in-class service, and revenue growth with a well-structured automation strategy and intelligent retail-focused AI agents. With Weni by VTEX, the company created a robust digital journey, integrating purchase, service, and post-sales, all within the consumer’s preferred channel. This project marks a major step toward a more automated, efficient, and customer-centric retail future.