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Retail

When every service moment shapes CX.

A single interaction can be the difference between repeat business and a one-time transaction. Bucher + Suter builds connected contact center environments for CX-obsessed retailers.

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A smiling man with curly hair and a beige button-down shirt uses a smartphone for contactless payment at a self-checkout terminal, highlighting efficient retail contact center solutions.

 

Testimonials wave
The word coop in bold, black, lowercase letters, representing a connected contact center system.

Coop: 18 years. 360 agents. One connected service operation.

Coop is one of Switzerland's largest retailers, serving customers across 14 regional cooperatives unified under a single brand. Since 2006, Bucher + Suter has run the backbone of Coop's contact center operations through Cisco Unified Contact Center Enterprise, omnichannel routing, and the b+s Connects integration that ties everything to Coop's CRM.

• 360+ customer support agents on the platform
• One routing layer for phone, email, web chat, and SMS
• Full customer context across all service channels

Read the Coop case study →

Making service part of the buying experience.

Get the service conversation wrong and the next purchase doesn't happen. PwC's Customer Experience Survey found that 29% of consumers have stopped buying from a brand because of poor customer experience, either online or in-person.

A person using a smartphone and headphones at a desk, with overlaid text boxes indicating live assistance and request processing in a retail contact center solution.

Promotions and seasonal events can multiply inbound volume within hours. The team has to absorb that load without service degradation.
A person using a smartphone and headphones at a desk, with overlaid text boxes indicating live assistance and request processing in a retail contact center solution.

A chat switches to phone when the cart breaks. By the time the customer emails about a return, they expect service to know their full story.
A person using a smartphone and headphones at a desk, with overlaid text boxes indicating live assistance and request processing in a retail contact center solution.

Retail conversations often move between order status, inventory, and account questions on a single call. Agents need those systems in the same workspace.
A person using a smartphone and headphones at a desk, with overlaid text boxes indicating live assistance and request processing in a retail contact center solution.

Long handle times erode margin. Cutting them by routing harder affects CSAT. Efficiency has to come from the systems agents use, not from pressure on agents themselves.

Connected retail service starts with connected systems.

Bucher + Suter ties digital channels and contact center routing into the backend systems retail teams already depend on, so the operation can run from a single source of customer truth.

Conversations that carry context across channels.

Whether the customer started in chat or called when the cart broke, the agent picks up where the conversation left off. The customer doesn’t repeat themselves, and the agent doesn’t work blind. Our CRM integrations bring the order, account, and history into the agent workspace.

A smiling man talks on a mobile phone, supported by retail contact center solutions featuring UI labels for conversation history and seamless switching between chat and voice calls.

Automation that absorbs routine inquiries and hands off the rest.

Conversational AI handles the routine work it handles reliably, like order status checks and return initiation, and routes everything else into the contact center with full context already attached. The customer never has to start over.

A professional in a suit writing at a desk, with a text overlay for retail contact center solutions that reads, Handled instantly where possible. Seamless escalation when needed.

Promotional and seasonal peaks that resolve without service degradation.

The operation absorbs campaign volume and the seasonal surges that come with retail’s calendar. Digital channels flex to where customers actually are, while contact center business intelligence gives supervisors the visibility to see pressure points before they affect customers.

A person working at a laptop with overlay text boxes indicating campaign progress, including seasonal peak building and traffic management for retail contact center solutions as demand surges.

Latest resources for retail CX leaders

Insights on connected customer service, AI, and contact center operations, helping retailers deliver seamless experiences that strengthen customer relationships and drive repeat business.

Frequently asked questions

Retailers need contact center technology that connects voice and digital interactions with customer, order, inventory, and account information. It should preserve context across channels, support increased demand during promotions and seasonal events, and help agents resolve service, sales, and fulfillment questions from one workspace.

Customers often move between chat, phone, email, and SMS during the same shopping journey. Connecting these channels with CRM and order information allows agents to continue the conversation with the customer’s history and context already available.

Promotions and seasonal events can cause interaction volumes to rise within hours. Connected digital channels, omnichannel routing, and contact center business intelligence help retailers absorb these peaks and give supervisors greater visibility into pressure points before they affect customers.

Contact center integration brings customer history, order details, account information, and previous interactions into the agent workspace. This helps agents answer questions about orders, inventory, returns, and accounts without moving between disconnected systems.

Conversational AI can handle routine retail inquiries such as order status checks and return initiation. When an inquiry requires an agent, the interaction can move into the contact center with its context attached so the customer does not have to start over.

Efficiency should come from connected systems, better routing, useful automation, and easier access to customer information. These improvements can reduce unnecessary work and handle time without placing additional pressure on agents or sacrificing service quality.

CRM and contact center integration can carry conversation history, order information, and account context from one channel to another. An agent can then continue where the previous interaction ended instead of asking the customer to repeat the issue.

Routine, clearly defined inquiries supported by reliable data are the best candidates for automation. In retail, these can include order status checks and return initiation, while more complex service, sales, or fulfillment questions can be routed to an agent with the relevant context attached.

Learn more about Bucher + Suter for retail.

Contact us to see how our expert team can help.

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