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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
About
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
Challenge
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
Solution
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
Vennie Assistant
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
Vennie Assistant
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!
Result
The implementation of vennie led to measurable and lasting improvements in Vicinity’s customer support.
Response speed increased by over 600%, allowing customers to get help much faster – even during peak periods. At the same time, manual workload dropped significantly, resulting in substantial cost savings and a noticeable boost in customer satisfaction.
Beyond efficiency gains, the quality of interactions improved as well. vennie’s smooth, natural conversations preserve Vicinity’s brand identity – a crucial factor for their young, community-driven streetwear audience.
Today, Vicinity uses vennie as a core part of their daily customer service workflow. Looking ahead, the brand plans to extend the chatbot to additional communication channels, such as social media, and connect more online stores to ensure a consistent customer experience across all platforms.
This collaboration is a prime example of how AI-powered automation and brand communication can work together in fashion e-commerce – fast, scalable, and authentic.
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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