With Weni by VTEX’s intelligent agents, the retailer connected critical stages of the shopping journey on WhatsApp, transforming the channel into a true driver of engagement and sales.
Osklen has established itself as a leading Brazilian brand that presents an original, global language that values Brazilian culture and the Rio de Janeiro lifestyle, synthesizing the balance between urban and nature, organic and technological, local and global. It presents the world with a new proposal of luxury built on simplicity and authenticity. Founded by Oskar Metsavaht, Osklen is a pioneer in sustainable fashion worldwide, recognized by several leading publications and institutions.
Recently, the brand decided to enhance its customer service experience by investing in proactive and integrated communication, capable of reducing friction and costs while simultaneously expanding digital conversion opportunities. To achieve this, it partnered with Weni by VTEX, which implemented a team of intelligent agents on WhatsApp, centralizing the customer journey and delivering immediate impact.
The Challenge
The brand aimed to elevate its customers’ digital experience and reduce bottlenecks at critical points in the shopping journey, such as order tracking, returns, and abandoned cart recovery.
Until then, part of the interactions had been carried out via email, which resulted in low conversion rates and little proximity to consumers. The disconnected journey and lack of automation also generated a large volume of customer service requests, overloading the support team.
The Solution
The solution was designed to leverage the brand’s existing e-commerce ecosystem, integrating tools through AI agents to provide resolutive responses and perfectly timed automated messages.
The project went live on July 1, 2025, and within just a few weeks, the multi-agents were 100% operational on WhatsApp, orchestrating different stages of the customer relationship. Among them:
- Order status: integrated with VTEX and Intelipost, this agent connects the entire shopping journey, from approval to delivery, keeping customers reassured while they await their orders.
- Exchanges and returns: integrated with Troque Commerce, the agent answers customer questions, sends automatic notifications, and ensures transparency throughout the process.
- Abandoned cart recovery: replaces email campaigns with WhatsApp notifications, achieving much higher open and conversion rates.
Proactive post-sales engagement occurs as follows:
Results in 30 days
The impacts appeared quickly, proving the solution’s effectiveness:
- Abandoned cart conversion rate increased from 3.39% to 18.18%
- +14.79 percentage points growth in conversion
- +R$453K in additional sales in just one month
- Faster, more transparent communication across all stages of the shopping journey
Conclusion
The activation of Weni’s multi-agents allowed Osklen to automate critical journeys and deliver immediate results. The highlight was the recovery of abandoned carts via WhatsApp, which brought a significant boost in conversions and a direct increase in revenue.
This case shows how the orchestration of intelligent agents not only improves operational efficiency but also drives sales growth and strengthens the customer experience, paving the way for long-term loyalty.
Next steps
Osklen now plans to expand the use of intelligent agents to new fronts, such as handling declined payments and media activations, consolidating WhatsApp as the central hub for engagement, experience, and conversion.