Customer support for retail in a single thread
Omnichannel Support centralizes incidents from in-store and online customers no matter which channel they come through, and resolves them automatically when they are standard retail store network cases, escalating to a person only when needed.
Every channel tells its own version of the same case in retail
A retail store network customer reaches out through several channels about the same problem, and each one starts from scratch, multiplying resolution time.
Disconnected channels
Email, chat, and phone don't share the history of in-store and online customers, duplicating effort.
Rising support costs
Every incident related to in-store product references handled manually eats up the team's time.
Inconsistent experience
The customer repeats their problem on every channel, creating frustration and a worse brand perception.
One single conversation, resolved end to end in retail
Centralizes incidents from in-store and online customers into a single thread, resolves standard retail store network cases automatically, and escalates only when needed.
Unified inbox
Brings together email, chat, social media, and phone in a single view with the full history.
Incident management
Automatically resolves standard cases, generating confirmations with no manual intervention.
Automated complaint handling
Classifies and responds to frequent complaints according to company policy.
Smart escalation
Escalates only complex cases to a human agent, with all the context already gathered.
From any channel to case resolution
The solution identifies the case, decides whether it can resolve it, and escalates with context when it can't.
Connects with what you already use, frictionlessly
It connects to your support channels and to the retail store network's operating systems.
Support channels and order system
Centralizes incoming messages from in-store and online customers across every support channel.
Omnichannel Support for Retail
Classifies the case, resolves standard ones, and prepares context for complex escalations.
Support and operations team
Confirms resolutions and escalates to a human when the case requires it.
Human oversight available at every critical step: the solution proposes, your team decides when it's needed.
Where it cuts costs the most in retail
Product or order incidents
Automates the standard resolution process related to in-store product references.
Seasonal contact spikes
Absorbs the increase in volume during campaigns without hiring temporary staff.
Compliance and traceability
Documents every incident in line with stock per store and seasonal campaigns.
A retail chain with physical stores and an online channel with the same case open across three channels
A real example of the kind of situation this solution solves.
A customer complained about an issue with in-store product references by email, then on social media, and finally by phone, generating three different tickets for the same case.
The support team managed each channel separately, with no shared history, spending three times the effort to resolve the same case.
Omnichannel Support recognizes that all three messages belong to the same case and resolves it once, with all the information gathered.
As soon as the second message arrives, the solution automatically links it to the open case and, since it is a standard retail store network incident, resolves it without human intervention.
Unify your customer support in retail
We'll show you how Omnichannel Support resolves incidents end to end.