Uncomplicated AI customer service for fast-moving retail businesses

Support your shoppers across every channel - phone, messaging, emails, and mobile app. Resolve queries faster with AI agents and powerful integrations built for retail.

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Join leading teams delivering modern, AI-powered support

Top customer support challenges in the retail and e-commerce industry

Slow first response times

73% of agents say delays are the top driver of customer dissatisfaction.

Omnichannel support

62% of customers find it difficult to switch between support channels.

Lack of personalization

76% of customers feel frustrated when support isn’t tailored to them.

Seasonal surges

Ticket volumes spike up to 75% during holidays, putting teams under pressure.

Freshdesk: Your partner in bagging customer loyalty

Support your customers, wherever they are

Support your customers across email, chat, phone, and social channels all from one place - Freshdesk Command Center.

Give agents order history, previous conversations, and customer details in one place, so they can resolve issues without asking customers to repeat themselves.

No channel hopping. No missing context.

Resolve more with AI Agents

Deploy Freshdesk’s ready-to-use Retail & e-commerce AI Agent to resolve queries instantly across channels.

With 50+ prebuilt workflows for common requests like order tracking, cancellations, and delivery updates, it understands intent, retrieves the right information from your knowledge base and connected systems to complete tasks automatically.

Fewer tickets. Faster resolutions. Support that scales with your growth.

High-quality support, at scale with Freddy AI

Quick summaries, live translations, answer suggestions, writing assistance, and more with Freddy AI Copilot.

Built right in the Freshdesk Command Center, agents can handle more conversations in less time, without sacrificing quality or empathy, and with all the information they need.

Less manual effort. More meaningful responses. Personalized support.

Fastest first response rate, no matter the season

Stay ahead of rising ticket volumes with Freshdesk’s smart automations.

Route queries to the right agents, trigger instant responses, and automate repetitive questions with a powerful knowledge base.

Plan for seasonal spikes with custom workflows, so your service never skips a beat.

Connect all your retail tools to stay in sync

Integrate Freshdesk with your order, shipping, return, and other retail platforms to do more than just view data. Retrieve updates, process refunds, and track packages without switching tabs.

Give agents everything they need in one place to resolve issues faster and serve customers better.

"Our customers are getting faster responses, and the AI agent has been able to handle several queries, freeing up our team to focus on more complex issues.”

Simon BirchCustomer Service Manager

Business challenge

Need for streamlined support workflows
A complex range of product questions requiring accurate responses
Desire to enhance customer service through AI technology

Business outcome

Transforming customer experience with Conversational AI
AI handling a wide range of tasks, allowing agents to be more productive
Empowering the team to build stronger, more personalized customer relationships

53%of queries deflected by AI agents

30.2%improved Resolution Time with Freddy AI Copilot

99%CSAT achieved in Retail & e-Commerce industry

A quick glimpse into Freshdesk’s Retail & e-commerce AI Agent

Freshdesk’s out-of-the-box Retail & e-commerce AI Agent helps brands scale support and reduce ticket load by resolving high-volume, repetitive requests autonomously.