How many customers start a conversation with your store and give up before buying? In Brazilian digital retail, more than 80% of initiated purchases don't reach checkout, according to data from E-commerce Radar. It is in this interval (between interest and completed sale) that VTEX CX Platform proposes to operate, with autonomous AI agents that accompany the customer from the first contact to after-sales.
If you still want to understand the concept behind it, the e-Plus blog has already explained what the solution is in "What is the VTEX CX Platform?" . Here, the focus is different: to show, in a practical way, the four benefits it delivers and why they matter to those who make a living from digital conversion.
On this page you will find:
VTEX CX Platform: the results it pursues
- One platform covers the entire journey.From pre-purchase to post-sale engagement, agents access commerce data in real time, without switching systems at each stage.
- Engage before purchase.AI engages the visitor at the right moment, with offers and guided navigation based on the catalog and the actual history of each customer.
- Sell within WhatsApp: The agent answers questions, applies promotions, assembles the shopping cart, and completes the payment within the conversation itself, using PIX, credit, or debit.
- He resolves the issue himself: According to VTEX, 91,5% of service requests are resolved without human intervention., with real-time access to the WHO.
- Recovers abandoned cartAI-powered recovery on native WhatsApp re-engages those who abandoned their orders, providing product context and direct checkout within the chat.
1- Engage: Contextual AI that activates the customer before purchase.
The first benefit appears even before any sale. Instead of waiting for the visitor to decide on their own, the VTEX CX Platform agent identifies the right moment and steps in with a personalized offer and guided navigation , all based on the catalog and actual purchase history, not on assumptions.
The immediate effect is to transform passive traffic into active intent. Those who previously entered, looked, and left now receive a contextual nudge: a product that complements what they've already purchased, a deal that makes sense for their profile, an answer that resolves their doubts. VTEX associates this gain with higher session conversion rates and better campaign ROI, since the same media investment yields more when the customer is well-received upon arrival.
2- Convert: From WhatsApp conversation to checkout, without friction.
The second benefit addresses the point where most people give up: the path to payment. Instead of sending the customer out of the conversation to finalize the purchase, the agent resolves everything within WhatsApp , answers questions, applies promotions, assembles the shopping cart, and completes the order with PIX, credit, or debit, without redirection.
The most cited case by VTEX illustrates the size of the impact: Osklen went from a 3,39% to an 18,18% conversion rate in 30 days after adopting this flow. Brands like Midea also report an increase in average order value with strong automation. The exact number varies by operation, but the logic is the same in all: each step less between interest and payment is one less chance of losing the sale.
3- Resolve: 91,5% of calls handled without human intervention.
The third benefit changes the post-sales experience. Order status, exchange, return, cancellation—the agent resolves everything from start to finish with real-time access to the OMS , and only passes the case to a human when absolutely necessary, always with a complete history of the conversation.
According to VTEX , 91,5% of customer service requests are resolved without anyone from the team intervening. The platform indicates a 70% to 90% deflection of tickets and a 60% to 80% reduction in the volume of requests reaching a human agent. For retail, this means two things at once: customers receiving immediate responses, at any time, and a support operation that stops growing at the same rate as sales. The human team can then focus on tasks requiring judgment, not repetitive ones.
4- Recover: Shopping cart recovery with native WhatsApp
The fourth benefit returns to the problem of cart opening. Since more than 80% of carts don't result in a purchase, recovering even a fraction of that volume represents significant revenue. The agent re-engages the customer who abandoned their cart with product context, an incentive when it makes sense, and direct checkout via chat, without relying on emails that nobody opens.
The same layer serves for restocking and reactivating inactive customers, expanding reach beyond the recently abandoned shopping cart. VTEX points to recovery rates between 8% and 22% and cites cases such as Deportes Martí, with a 32,4% conversion rate in recovery via WhatsApp . These are sales that were considered lost and return to the operation with virtually zero human effort.
How do the four benefits of the VTEX CX Platform connect?
The value lies not in each function in isolation, but in the continuity between them. First, it brings in the customer; second, it closes the sale; third, it handles after-sales service; and lastly, it brings back those who lost out, all operating on the same commerce data in real time. It is this shared database that avoids the broken experience of those who use one tool for chat, another for checkout, and a third for support, each without seeing what the other has done.
For e-commerce managers, the underlying benefit is operational: fewer systems to integrate, fewer points of failure, and a journey that the customer perceives as a single conversation, from the first click to the repeat purchase.
Start evolving your operation on VTEX.
Extracting these four results depends on a well-structured foundation (correct configuration, integrations in place, and a platform aligned with your business model). e-Plus has been working with e-commerce for over 13 years and focuses on the implementation, migration, and evolution of operations on VTEX, helping brands and retailers to truly leverage resources like the CX Platform to deliver results.
If your company wants to implement, migrate, or evolve an operation on VTEX to leverage the potential of the CX Platform, talk to the e-Plus team of experts.
Frequently asked questions about the VTEX CX Platform
What are the benefits of the VTEX CX Platform?
The VTEX CX Platform delivers four main benefits: Engage (engage the customer before purchase with contextual AI), Convert (sell within WhatsApp without friction), Resolve (autonomously resolve customer service issues), and Recover (recover abandoned shopping carts). All operate on real-time commerce data.
Does the VTEX CX Platform work through WhatsApp?
Yes. WhatsApp is natively integrated into the platform. The AI agent answers questions, assembles the shopping cart, and completes the payment with PIX, credit, or debit within the conversation itself, without redirecting the customer. The same channel is used to resolve customer service issues and recover abandoned shopping carts.
How much of the customer service does the VTEX CX Platform handle without a human?
According to VTEX, 91,5% of customer service requests are resolved without human intervention. The agent manages order status, exchanges, returns, and cancellations with real-time access to the Order Management System (OMS), and only hands off the request to a human agent, with a complete history, in cases that require human judgment.
Do I need a partner to implement the VTEX CX Platform?
While not mandatory, an implementation partner reduces risk and accelerates results. Proper catalog configuration, integrations, and service rules determine how much of the four benefits the operation will capture. e-Plus specializes in the implementation, migration, and evolution of VTEX operations.
