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Chats feel natural, creating a better experience for customers
How Vicinity increased their resolution time by over 600% with vennie
Clothing
Company & context
Vicinity Clothing is one of Germany’s top three streetwear brands, with a strong international community in countries like France, Italy, Spain, and the UK.
The brand gained worldwide recognition for its iconic Akimbo sneaker, a true cult favorite in the streetwear scene.
With an eight-figure annual revenue and a target audience of 14–25-year-olds, Vicinity represents a brand that constantly reinvents itself while staying closely connected to its community.
Learn more at vicinityclo.de
Starting point & discovery
As with many streetwear brands, customer support was a recurring challenge for Vicinity.
Long response times and overloaded support systems are common in the industry – especially during peak periods like product drops, sales events, or Black Friday.
During these times, order volumes can multiply within days, while support teams often can’t keep up. The result: overworked staff, frustrated customers, and negative service experiences.
Vicinity wanted to tackle this challenge head-on. Their goals were to:
Significantly reduce response times
Automate returns and complaint processes
Maintain high-quality support in all relevant languages, even during seasonal peaks
Implementation & controls
With the implementation of vennie’s AI chatbot, Vicinity gained a solution that effectively addressed these challenges.
The integration was fast and seamless: within just a few days, the system was fully connected to existing e-commerce structures, including the returns portal and multilingual support channels.
The chatbot was configured to operate in multiple languages simultaneously – a key advantage for an internationally active brand like Vicinity.
At the same time, it automatically directs customers to the self-service portal for returns and complaints when needed, relieving the support team and standardizing processes.
Thanks to Vicinity’s well-structured information, a large portion of support requests could be automated quickly. Within just one to two weeks, over 60% of requests were handled automatically, with automation rates reaching up to 70% during peak periods.
Julia
2:34 PM
General question
v
vennie
2:35 PM
Hey Julia,
Ta commande numéro […] a déjà été expédiée. Comme elle a été envoyée, elle ne peut pas être annulée à ce stade. Cependant, tu peux retourner l'article dans les […] suivant sa réception. Assure-toi que les frais de retour soient à ta charge, sauf si l'article est défectueux. Si tu souhaites procéder au retour, suis le processus de retour pour nous renvoyer l'article.
Julia
2:34 PM
Address change
v
vennie
2:35 PM
Hi Julia,
Thanks for reaching out about your order [order number]. I’m sorry for the inconvenience! The order is already on its way, so we’re unable to change the address at this point. I recommend contacting the shipping carrier—they may be able to redirect the package or provide additional delivery instructions to ensure it reaches you.
If there’s anything else we can help with, just let us know. We really appreciate your understanding and patience!
Operations, improvement & outcome
The use of vennie led to measurable and sustainable improvements in Vicinity's customer support.
The response speed increased by more than 600 per cent, meaning that customers now receive help significantly faster - even during high-load periods. At the same time, the manual effort in support was considerably reduced, which led to significant cost savings and a noticeably higher level of customer satisfaction.
In addition to the pure increase in efficiency, the quality of interactions was also improved: thanks to the natural-sounding, fluid dialogues of the chatbot, Vicinity's brand identity is preserved - a key factor in the young, community-driven streetwear target group.
Vicinity now uses vennie as an integral part of its daily customer service workflow. In the future, the company plans to expand the chatbot to other communication channels such as social media and connect additional online shops to ensure a consistent customer experience across all platforms.
The collaboration is a prime example of how AI-powered automation and brand communication can work together in fashion e-commerce - fast, scalable, and authentic.
Period: Integration within a few days; the evaluation of results refers to the subsequent live operation.
Definition of key figures: Response speed compares the average time to the first helpful response before and after the introduction. The published relative improvement value does not specify an exact baseline period in the original case study.
Tung Phuo
Vicinity Clothing
"Conversations with the chatbot feel smooth and natural, making the entire support experience much more pleasant for our customers. Thanks to vennie, we’ve multiplied our response speed while noticeably reducing the workload for our support team."
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