Deliver consistent omnichannel engagements for personal and effortless experiences.


The retail world as we know it has changed dramatically over the past few years. Many namesake retailers have either shut their doors or are about to. Today’s consumers want speed, convenience and an enjoyable shopping experience. Online shopping has been steadily replacing brick and mortar for the past decade and store traffic continues to decline. The NRF reports that in 2016, 122 million Americans shopped online Cyber Monday – reflecting the biggest online shopping day in U.S. history!

Omnichannel touchpoints are a necessity in today’s retail environment. Not only must you offer ease of use when it comes to sales and service, but you also have to intimately understand your customers – their media usage habits, past purchase history, warranty, service and store preferences – they demand it.

Dialog Direct develops customer journey mapping to help our retail customers drive customer satisfaction and loyalty, which in turn increases sales. We combine state-of-the-art analytics and technology to not just be a call center, but to become a trusted advisor for our retail clients.

Our Retail Solutions

Commerce Hub Direct

  • Website/eStore
  • Order Management Platform
  • Catalog Allocation Management
  • Distribution Consolidation
  • Multichannel, Multi-Touch Customer Campaign Management
  • Customer Engagement Sales and Service Support
  • Product Fulfillment

Customer Engagement Support

  • Inbound Customer Care
  • Inbound Customer Sales
  • Inbound Customer Retention
  • Tier 2 Customer Resolution
  • Data Entry/Backend Support
  • Customer Loyalty
  • Omnichannel Engagement
  • Centralized Customer Store Support
  • Pay-for-Performance Sales Channel

Who We Work With

Big Box Retailers


Direct Marketers

You’ll enjoy benefits that include:

  • Increased customer acquisition
  • Decreased customer acquisition and support costs
  • Increased customer satisfaction
  • Increased operational efficiency



We provide a number of unique advantages:

  • Operating Efficiencies
  • Scalable Process
  • End-to-End Customized Solutions
  • Data Security
  • Quality and Compliance

Case Study

Customer Objective

Assistance in monitoring, analyzing and reporting on the voice of its millions of customers relaying their experiences through social media.

Dialog Direct Solution

  • Use proprietary social media monitoring and engagement tool that uses predictive analytics to score data attributes and determine which posts are actionable and relevant
  • Data routed to best-suited agent based on post topic, type and agent training


  • Increased operational efficiency by 41%
  • Predictive model moved from 53% to 94% relevancy rate in 12 months, which provided more accurate insights to retailer

How We Solved This