Retail
specialists
Our specialists understand trading peaks, fulfilment, and aftercare.
AI-Powered Contact Centres for Retail
From first purchase to aftercare, Softcat helps you design a contact centre that keeps orders, deliveries, and returns moving.
Clear answers before and after every purchase
Shoppers get confirmed answers on orders, deliveries, and returns, even at peak trading. We link your contact channels to current order, carrier, and payment records, so updates come from live information. Skilled staff are free to help customers with individual access needs.
Improve the journeys your customers use most
Start with the journeys where AI can help most. Each one shows what changes for the people you serve and how we deliver it.
Shopping guidance and access
Shoppers find the right product, with help in the way that suits them.
Shoppers get accurate product, sizing, and stock information, then choose delivery or collection. Live translation and step-by-step guidance make shopping easier for more customers, and a person is easy to reach. You can route safety and compatibility questions straight to trained specialists.
Orders, accounts, and loyalty
Quick changes to orders and rewards, confirmed straight away.
Customers can change an order, update their account, or redeem loyalty rewards at any hour. Each change follows your campaign terms, and they see it confirmed straight away. You can pass disputes and suspected fraud to trained staff with the full history attached.
Delivery and installation
Fewer failed visits and fewer calls chasing deliveries.
Customers see confirmed delivery, collection, and installation slots, and know how to prepare. You can share access details with your delivery partners before each visit. If an item goes missing, it is tracked through to resolution and the customer is kept updated.
Returns, repairs, and aftercare
Returns, exchanges, and repairs handled smoothly, with clear progress updates.
Customers start a return or repair from their verified purchase and follow the right route straight away. Labels, collections, and repair bookings follow your returns policy, and refund updates arrive as each step completes. You can direct product safety concerns to the right recall process.
Grocery substitutions and quality
Missing or substituted items sorted quickly, and safety concerns sent to specialists.
Shoppers see which items were substituted or missing and choose what happens next. Eligible refunds are processed without a call. You can pass allergy and food safety concerns promptly to specialists, with the product details attached.
Peak trading and disruption
Customers stay informed when demand spikes or deliveries change.
When demand spikes or deliveries change, updates reach customers across your channels. Routine questions are answered at volume, so your team can focus on urgent cases. Callbacks pick up where each conversation left off. You can group contact reasons by order issue to see where to focus recovery.
Why Softcat
Shoppers expect quick, accurate answers at peak trading and beyond. Our retail specialists help you deliver them consistently while keeping your cost to serve under control.
Retail
Your outcomes
first
We score each platform against your peak demand, cost to serve, and objectives.
Adoption that
lasts
We help your teams adopt AI with the skills and ways of working to use it.
Built for what
you sell
Journeys and escalation routes match each category you
sell.
From first assessment to managed service
You can join at any stage. We stay accountable from the first assessment to the service that runs years later.
Advise
We assess your estate, demand, and compliance obligations, and agree the measures of success before anything is built.
Architect
We design the operating model, governance, and channels around your needs. The design builds on the platforms you already run.
Implement
Your trading peaks set the timetable for integration, configuration, and migration.
Support
We give intensive support through go-live and stabilisation. You keep a direct escalation route long after delivery.
Manage
Support, continuous improvement, and managed service options let the service grow with demand.
Find your first retail journey to improve. Register for our experience event to see an AI-powered contact centre in action.