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.

Try for freeDownload Data Sheet
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

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.”

Simon Birch
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

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.

Try it freeBook a demo