Consumer goods & retail

Many channels, many inquiries, little time. And a customer picture that tears at every channel boundary.

the starting point

Five channels, five tools, and none of them knows the customer.

In retail, customer contact happens in many places: shop, marketplace, store, social media, service hotline. Every channel has its own tool, and none of them knows the whole customer. Ask twice and you will be asked everything twice.

Inquiry volume is high and swings with seasons and campaigns. At peak times, response time decides conversion and reviews, and that is exactly when capacity runs out.

Selling through the trade adds a missing view of the end consumer: sell-through, returns and reviews sit with others. Demand is hard to steer that way.

If at least one of these points applies, an initial consultation is worthwhile.

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A woman at a back-office service desk holds a phone handset to her ear while looking from a laptop to a tablet, a printed sheet under her hand.

Companies come to us when…

Service inquiries are spread across several tools with no shared history.

An empty back office behind a shop after closing, a glowing laptop and a dark monitor on the desk, parcels on the floor and a yellow tote bag on a wall hook.

Companies come to us when…

At campaign and season peaks, inquiries go unanswered.

Two colleagues at a warehouse packing bench, one scanning a cardboard box with a handheld scanner while the other reads from a tablet.

Companies come to us when…

Standard questions on delivery, returns and availability tie up the team.

Two hands sort white order slips into three piles on a wooden table in front of a laptop, a card reader and a yellow shopping basket.

Companies come to us when…

Customer data from shop, store and marketplace cannot be brought together.

A store employee stands between grey stockroom shelving units holding a tablet and looks at the stacked boxes, a yellow shopping basket on the lower shelf beside her.

Companies come to us when…

Marketing cannot target campaigns on actual behaviour.

What changes

One record every channel writes to.

One customer picture across channels

Shop, marketplace, store and service all write to the same customer record.

Standard inquiries around the clock

Delivery status, returns and availability are answered by agents, with a handover when in doubt.

Peaks without extra staff

Campaign and season peaks are absorbed by automation instead of temp staff.

Campaigns on behaviour

Segmentation from real purchase and service data instead of assumptions.

the fitting services

Four services that bring every channel onto one record.

Four services from the Agentic Growth Stack, picked for what moves first in this industry.

AI Agents & Copilots

Agents answer standard inquiries and hand over when it gets complex.

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Connected Data & Integrations

Bring shop, marketplace, till and ERP together into one customer picture.

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Dashboards, KPIs & Data Intelligence

Sell-through, service and campaigns in numbers that hold.

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Managed HubSpot Platform

Operation and evolution, so campaign capability does not erode.

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Case Studies

What companies achieve with us.

See all Case Studies

Ricoh

+365 %

More conversions through CRM and content.

Dovista

68 %

Of all enquiries automated.

FAQ

Frequently asked questions: Consumer goods & retail

Do agents answer customer inquiries unsupervised?

No. Agents handle defined requests with limited permissions, fully logged; anything outside their scope goes to a person with context attached. You set the boundaries, see AI Agents & Copilots.

Can marketplace data be connected?

Usually yes, through the platforms’ APIs. What matters is less the connection than which system leads per data object, otherwise you end up with contradictory customer records.

We sell through the trade. What is in it for us?

Above all, contact points of your own: registration, service and community deliver data the trade does not pass on. That turns demand from something you watch into something you steer.

Where do we start?

With an Enterprise Discovery Workshop: prioritised use cases and a business case in a few days, at a fixed price.

first step

The first step towards an agent-native company.

In the Enterprise Discovery Workshop we develop a clear target picture and a business case that holds up, in a matter of days. Fixed price, no open-ended day rates.

Smiling man in a dark blue suit in a bright office.

Rather talk first?

We get back to you personally.

Request a workshop