Retail
Every "Where's
my order?"
answered in seconds.
No more holding. No more starting over. SquawkVoice handles every call, chat, and email your retail customers send. Pulls live data from your OMS. Resolves the question.
SOC 2 Type II
PCI-aware
GDPR Ready
100% call answer rate
You don't lose customers loudly. You lose them on hold.
Customers hang up before they get answered.
8 to 12% of calls get abandoned. Higher in peak. The ones who give up don't always come back. Some try a competitor. Most churn quietly. Either way, you don't see it.
Peak season breaks everything.
Black Friday, holiday returns, sale events. Volume triples. Queues overflow. The inbox fills up. You staff for the peak and pay for it, or you don't, and customers feel it.
Every channel starts from zero.
Called Monday. Chatted Wednesday. Still waiting. Each time, they start from the beginning. New queue, same problem, no progress. That's not a support issue. That's a churn trigger.
The customer who chatted Tuesdaydoesn't start over on Thursday.
Configured once. Connected to your OMS, your CRM, your help desk, your inventory system. Working across every channel your customer might use, and remembering them across all of them.
Voice
Order calls. Returns calls. Store inquiries.
Picks up on the first ring. Pulls live order data. Books deliveries. Generates return labels. Handles 40+ languages. Hands off to your store team or contact center with full context.
Chat
On your storefront. In your app.
Reads your help center, product catalog, and shipping policies. Looks up live inventory by store. Answers product questions with real specs. Triggers returns. Captures cart abandonment. Hands off mid-chat with the conversation already on the agent's screen.
The support inbox, cleared.
Reads incoming emails. Pulls the order. Drafts a reply grounded in your policies and live data. Sends it, or routes it to your team with the draft ready. Customers stop waiting two days for an answer they need today.
SMS
Order updates. Delivery windows. Two-way texts.
Answers inbound texts on the number your customers already have. Sends confirmations, reminders, and order updates, then handles the reply. Hands off to your team with the full thread.
Where your customers already message.
Answers questions, books appointments, and shares tracking links, documents, and photos right in the thread, in 40+ languages. Same agent, same knowledge.” Button “See how WhatsApp works.
The top 8 retail call topics drive 60% of your volume.
Based on real call analysis across thousands of calls transcripts. The same Pareto curve shows up in every retail operation we've worked with.
Knowledge topic
Share of calls
Order ID & customer authentication
20.5%
Order, delivery & service status
12.1%
Product availability & inventory
10.3%
Billing, refunds, financing
9.5%
Warranty & protection plan
7.7%
Store routing & support
7.2%
Pricing, promotions & fees
4.9%
Delivery scheduling & windows
4.8%
Built for the way your retail business actually runs.
E-commerce and online retailers
Order tracking, delivery inquiries, size and fit questions, product availability, promo codes, account access, abandoned cart recovery.
Brick-and-mortar stores
Store hours and locations, product availability by store, curbside pickup, hold requests, in-store services, appointment booking for stylists or specialists.
Omnichannel retailers
BOPIS status, ship-from-store tracking, return-to-store questions, loyalty programs, gift cards, cross-channel order lookups.
Specialty retail
Product recommendations, special orders, custom order tracking, white-glove delivery scheduling, installation, warranty and care questions.
Already running in
retail operations like yours.
85%
Containment rate. Calls fully resolved by AI with no human escalation.
$232K
Estimated annual savings. That's one line, one year, no added headcount.
2.3 min
Average call duration. In and out. Customer's day moves on.
100%
Call answer rate. No voicemail. No queue, even on Black Friday.
Based on analysis of 494 live support calls and customer deployments at major US retailers running SquawkVoice across voice and chat during peak holiday traffic.
What You Get with SquawkVoice
Order management integration
Real-time order status, shipping details, tracking, and delivery estimates across every fulfillment channel.
Service case creation
Opens, updates, escalates, or documents service cases for damaged items, defects, missing parts, repair needs, and delivery issues. No more "no one's gotten back to me."
Intelligent call routing and warm transfer
Routes to the right store, department, salesperson, manager, or language queue. When a human is needed, the agent gets the full conversation and customer context before they say hello.
Inventory system connection
Live inventory across stores, distribution centers, and online stock. Customers get accurate availability, by location.
Delivery scheduling
Schedules, reschedules, confirms, or changes deliveries and service appointments. Sends the confirmation. Logs it in your system.
Order changes and cancellations
Submits cancellations on eligible orders. Updates delivery addresses, contact info, special notes. Handles store coordination when same-day isn't possible.
Multilingual support
Spanish, Mandarin, French, and 37+ more. Auto-detects the customer's language. Same agent, every market.
Returns automation
Eligibility checks, return labels, refund confirmations, inventory updates. Customers don't wait for an agent to start the return.
Customer communications
Sends confirmations, invoices, receipts, delivery updates, claim messages. Texts, email, voicemail follow-up. Every touchpoint logged.
Analytics dashboard
Volume by topic. Common questions. Fulfillment problems. Resolution rates. CSAT. The signals your operations team and your CFO both want.
No professional services contract. No waiting. Live the same day.
SquawkVoice connects to what you already run. Three steps. First production calls same day.
Quick wins
Deploy AI on the top 5 knowledge topics. Activate containment routing for high-confidence categories. Set up live escalation. Most retail teams hit 60%+ containment in the first 30 days.
Step 1
Foundational builds
Complete OMS, inventory, and case management integrations. Enable proactive delivery notifications. Build the feedback loop for answer quality.
Step 2
Strategic expansion
Multi-channel deployment across voice, chat, and email. Proactive outreach on identified patterns. Cross-location knowledge consolidation.
Step 3
Works with the stack you already run
OMS
CRM
Helpdesk
Telephony and CCaaS
Inventory
Calendar and Scheduling
SOC 2 Type II
HIPAA with BAA
GDPR with DPA
AES-256 encryption
Role-based access
Regional data residency
PCI-aware call handling
Frequently Asked Questions
What is AI customer service for retail?
How does AI handle order status calls?
How long does implementation take?
Can it handle orders from multiple channels?
What happens when an order has a problem?
Can it process returns automatically?
How does it handle out-of-stock items?
Does it work during sales and promotions?
Can the same AI handle voice, chat, and email?
Can we customize it for our brand?
How do we measure success?
Stop losing customers to the wait.
See how SquawkVoice handles your customers. Book a demo.
