Brand
Meta Business Partner
EZSoft, a Meta Business Partner, implemented a Meta Business Agent on WhatsApp for its client, the fashion brand TXC, to provide automated, conversational customer service that resolved questions instantly and freed up the team to focus on other tasks.
93%
of customer inquiries resolved automatically without escalation, attributed to Meta Business Agent on WhatsApp*
91%
reduction in average response time for order-status inquiries (from 35 minutes to 3 minutes), attributed to Meta Business Agent on WhatsApp*
1,400+
cumulative hours of customer waiting time saved, attributed to Meta Business Agent on WhatsApp*
*Results are self-reported and not identifiably repeatable. Generally expected individual results will differ.
Their Story
Lifestyle fashion meets conversational AI
EZSoft is a conversational AI partner that helps ecommerce brands build intelligent customer experiences on WhatsApp. TXC is a Brazilian fashion and lifestyle brand specializing in clothing, accessories and footwear. As TXC’s business grew since its founding 10 years ago, so did the volume of customer service inquiries on WhatsApp. Together, EZSoft and TXC set out to transform how the brand handled routine questions, moving from fully manual support to automated, real-time conversations.
Their Goal
Faster service without sacrificing quality
TXC wanted to grow its customer service support on WhatsApp without sacrificing response time. Customer questions about order status took up much of the team’s bandwidth, which limited its capacity for higher-value interactions.
“The implementation of Meta Business Agent was a milestone in our organizational evolution, simultaneously optimizing the customer experience and operational efficiency. Business Agent provided us with a more practical and direct approach, strengthening both brand positioning and business sustainability.”
Rafael Macedo
Head of Marketing, TXC
Their Solution
Automated customer service on WhatsApp
EZSoft helped TXC implement a Meta Business Agent on WhatsApp to provide conversational customer service that’s integrated with the brand’s sales platform.
Previously, TXC had handled every order-status inquiry manually: shipping updates, delivery timelines and tracking info. Each one required a team member to look up the information and respond individually. This consumed support bandwidth, slowed response times and limited the brand’s ability to keep pace with growing request volume.
After TXC implemented Meta Business Agent on WhatsApp, the vast majority of these inquiries were resolved automatically. The support team could then redirect energy toward complex questions and relationship-building conversations.
Their Success
Quick resolution, minimal escalation
Over a 60-day pilot, Meta Business Agent on WhatsApp resolved the vast majority of customer conversations without escalation, improving response times and allowing the support team to focus on more complex interactions.
TXC tested Meta Business Agent on WhatsApp through a dedicated number created specifically for the pilot, representing approximately 10% of its total inbound customer service volume. Performance was measured through EZSoft’s EZ Chat analytics dashboard.
- 93% of customer inquiries resolved automatically without escalation, attributed to Meta Business Agent on WhatsApp*
- 91% reduction in average response time for order-status inquiries (from 35 minutes to 3 minutes), attributed to Meta Business Agent on WhatsApp*
- 1,400+ cumulative hours of customer waiting time saved, attributed to Meta Business Agent on WhatsApp*
*Results are self-reported and not identifiably repeatable. Generally expected individual results will differ.
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