Modern customer support for fast-moving retail brands
Support your shoppers across every channel - online, in-store, or on mobile. Resolve queries faster with AI agents and deliver uncomplicated support with powerful integrations built for retail.
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
Deliver seamless support across email, chat, phone, social, and more with one unified workspace. Freshdesk brings every conversation into a single view, so your agents have the full context to respond faster and smarter.
No repeats. No channel-hopping. Just effortless experiences, every time.
Resolve more, without doing more
Let Freddy AI Agent handle common queries from start to finish, no human handoff needed.
Trained on your past tickets, conversations, and knowledge base, Freddy delivers fast, accurate answers that scale with your business.
Fewer escalations. Faster resolutions. Happier customers.
Make every customer feel special
Give agents the full picture: past orders, returns, address updates, and more in one place, so they can personalize every interaction.
With Freddy AI Copilot by their side, agents receive smart suggestions and can instantly fine-tune responses with the right tone.
More context. Less effort. Truly personal support at scale.
"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.”
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
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 deflect repetitive questions with a powerful knowledge base.
Plan for seasonal spikes with custom workflows, so your support never skips a beat.
Bring all your retail systems under one roof
Connect Freshdesk with your order management, shipping, and return platforms, no tab-switching needed.
Give agents instant access to tracking details, refund statuses, and purchase history so they can resolve issues faster and better serve customers.
More reasons to choose Freshdesk for your business
Actionable insights
Track ticket trends, agent performance, and customer needs to optimize support in real time.
Built to scale
Add channels and handle higher volumes—no new tools or tech headaches.
Seamless collaboration
Loop in sales, inventory, and finance teams with tags, threads, and shared tasks, all within Freshdesk.
Uncomplicate retail support with Freshdesk
14-day free trial. No credit card required. Zero commitment.