Solutions by Industry

Retail & eCommerce

Talkdesk for Retail cloud contact center solution gives retailers the channels they want and the data they need to turn customer service into customer satisfaction

Deliver More than Just Products

Deliver a seamless shopper experience

Great customer service is no longer a differentiator — it’s a must. When every conversation matters, you need technology that keeps up. Talkdesk helps you make sure your customers get quick, personalized service — whenever and wherever they need it. Whether it’s an inbound inquiry, proactive notification, or targeted offer, now you can deeply engage your shoppers. Because happy shoppers means higher sales (and that’s just one reason you’ll want to put us in your shopping cart).

Reach Your Customers — Everywhere

Shoppers interact with your brand on multiple devices and channels. Now you can seamlessly connect with those customers at every step of their journey. With Talkdesk, you get all the channels — voice and digital — in one simple solution.

  • Route conversations to the agent best suited to solve them quickly and correctly
  • Streamline queries in a single inbox that makes switching between channels a snap
  • Blend inbound and outbound calls for optimal agent efficiency
  • Personalize proactive notifications to touch base with the right details at the right time
  • Offer 24/7 automated self-service in your IVR, mobile app and website and free up agents for more complex scenarios

Let’s Get Personal

Whether you’re checking an order status, issuing a return, or identifying your biggest spenders, you need all your customer data in one place. Talkdesk connects the dots between the data in your CRM, website, sales and service systems for a complete picture of every customer. When you can see the big picture — and all the little details — personalization is no problem.

  • Solve questions faster with complete customer context at your fingertips. Connect customer journey touchpoints with data from your CRM and other systems into a single interface.
  • Deliver real-time suggested actions and shortcuts to associates based on shopper behavior and intent
  • Manage real-time KPIs — like speed to answer, abandon rates and resolution time — with dashboards you can tailor to your needs
  • Monitor recordings and surveys to keep quality high and shoppers satisfied
  • Use AI to analyze customers’ past actions and uncover predictive opportunities for cross-sell, up-sell and targeted promotions

Top Retail Brands Choose Talkdesk

Supercharge Seasonal Readiness

Contact centers can get costly. But with the right technology, you can scale operations to meet seasonal demand — without compromising customer service. Talkdesk is intuitively designed, so it’s easy to manage agents, routing and queues. And the system incorporates AI at every layer — it does more so you don’t have to.

  • A modern cloud architecture lets you perform at your peak. It’s simple to add new associates (and only pay for them when you need them)
  • Activate a remote workforce fast; associates can work from their home computer or even a smartphone
  • Let AI auto-magically forecast volume and corresponding schedules — so you can focus on seasonal strategy (not spreadsheets)

Protect Your Brand

Customers trust your brand; don’t let them down. With Talkdesk, you can rest easy knowing your customer data is secure and stable. With over 30 compliance certifications and a 100% uptime SLA, we lead the pack when it comes to protecting your contact center.

  • Feel confident with our comprehensive set of company security certifications and standards
  • Always be available — an unprecedented 100% uptime SLA guarantees reliability
  • Make a great impression with industry-leading call quality
  • Increase revenue without risk by taking PCI-compliant credit card payments over the phone or in the IVR
  • Control your cloud journey with a mix of public, private and hybrid deployment options

Watch how these retail leaders use Talkdesk to deliver exceptional customer experience

"Our number one goal is to make sure every customer is receiving an amazing experience. Talkdesk makes it incredibly easy to view and act on data. It lets us know how and where we can improve, both on a team and individual basis."

Aaron Bata, Head of Customer Experience, Tuft & Needle

Tuft & Needle used live reporting to increase service levels by more than 10%.

"I can add an agent in 15 seconds and there is no learning curve. Agents can see what’s happening at a glance and work together to meet SLAs and improve customer satisfaction."

MEGAN MILES, Customer Service Manager, Zumiez

Zumiez leveraged real-time analytics to improve service levels by 15%.

Everything You Need to Improve the Customer Experience

Digital Engagement

Talkdesk bundles SMS, email, chat, social media and more — so you can be everywhere your shoppers are.

Smart Self-Service

Let the bots answer common questions and free up associates for more complex scenarios. Offer 24-7 automated self-service — in your IVR, mobile app and website.

Proactive Notifications

Touch base with the right details at the right time. Automatically send order confirmations, shipping updates, return status, and other customer communications.

Contextual Routing

Collect data from the shopper experience — such as web or mobile activity, loyalty program or location — to connect customers with the associate best equipped to help.

Intelligent Next Best Actions

Proactively provide associates with complete customer context and relevant information, such as inventory or store hours, based on stated shopper needs.

In-App Automations

Perform refunds and reorders in connected software, directly in the agent interface — all without ever leaving the Talkdesk platform.

Customer Journey Analytics

Talkdesk integrates with ease to aggregate customer context and surface behavior patterns — so you can anticipate shopper needs and keep them coming back.

Dynamic Product Recommendations

Use AI to analyze shoppers’ past actions and uncover predictive opportunities for cross-sell, upsell and targeted promotions.

Real-Time Reporting

Manage real-time KPIs with custom dashboards and reports. Easily identify areas for improvement to coach associates and impact customer satisfaction.

Competitive Benchmarking

Compare your contact center performance to peers and get a clear understanding of how your operations stack up and where efficiencies can be made.

Easy Integrations

Easily integrate across every facet of the retail ecosystem.
Choose from over 50 integrations or build on our platform to tailor-make the perfect contact center solution.

Outbound Campaigns

Increase sales efficiency by automating the dialing process to maximize outbound call volume. Intelligently connect your reps with the right prospects at the right time.

Mobile-Ready

Provide flexibility with work-from-home, after-hours, or part-time staffing options. Associates can use Talkdesk on their home computer, mobile phone or tablet.

Automated Forecasting

Rely on AI to accurately forecast staffing needs and corresponding schedules — so you can focus on seasonal strategy (not spreadsheets).

PCI Compliant & More

With over 30 compliance certifications, including PCI and GDPR, we have the most comprehensive set of company security standards in the industry — and the best people in place to uphold them.

Global Call Quality

Connect to your customer with crystal-clear conversations, unmatched reliability and personalization that reflects your brand.

Flexible Deployment

Control your cloud deployment. Choose from public, private and hybrid options. Adhering to data sovereignty laws has never been easier.

100% Uptime SLA

What matters to you matters to us. That’s why we strive for perfection. When it comes to availability, you have our guarantee with a 100% uptime SLA.

Hear Why Our Customers Love Talkdesk

Rated 9.1 out of 10 based on 495 reviews on

Experience the Cloud Contact Center for Innovative Enterprises

Request a free demo and we will help you create your contact center today, complete with CRM integrations and settings configuration.

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