Deliver consistent omni-channel engagements for personal and effortless experiences.


The customer experience has become increasingly important to revenue protection, growth and brand loyalty.  Customers now expect an effortless experience that is personal, relevant and executed through their preferred channels, while retailers have increasing pressure to reduce costs and increase cart size. With high expectations for consistent customer-centric and omni-channel experiences, customer service and sales can be a challenge – particularly during peak seasons. How can you develop personalized and effortless dot-com customer service and engagement plans for each customer persona that drives action while also reducing the overall cost?

Dialog Direct Can Help

Our retail customer service and engagement solutions provide value along the entire customer journey to achieve:

  • Higher customer experience ratings and loyalty
  • Improved first contact resolution
  • Greater revenue protection
  • Increased average order value
  • Lower order/customer churn
  • Effortless engagements

We are uniquely qualified to support dot-com peak seasons as well as ongoing guest relations, stores and loyalty program support.

Retail Customer Engagement Solutions

  • eCommerce Solutions
  • Store Support Solutions
  • Retention and Loyalty Solutions
  • Omni-Channel Solutions
    •  Chat, Social, Phone, Text, Virtual Hold
  • Centralized Store Contact Management Solutions
  • Social Media Monitoring and Engagement (24/7/365)
  • Campaign Management

Retail Customer Engagement Services


Operational Services

  • Multichannel Customer Support
  • Sales/Acquisition Support
  • Retention Support
  • Back Office Support
  • Peak Season Support
  • Voice of Customer Call Analytics
  • CRM/Order Management Technology

Technical Services

  • Personalized Call Routing
  • IVR/Speech Recognition
  • CRM/Order Management
  • Email Management
  • Proactive and Reactive Chat/Click to Talk
  • Mobile Management
  • Social Monitoring and Engagement
  • Case/Incident Management
  • Knowledge Base Management
  • Data/Analytics Management

Who We Work With

Big Box Retailers

E-Tailer 5000

Consumer Product Manufacturers

You’ll enjoy benefits that include:

  • Increased Customer Loyalty
  • Increased/Protected Revenue
  • Decreased Overall Operational Costs
  • Increased Operational Efficiency
  • Transformed Technology Adoption
  • Increased Service Level During Peak Period