Retail customer support built for peak season and every day after.
Contact center software for retail and e-commerce teams. Omnichannel support, order tracking, returns handling, and surge capacity for Black Friday and the rest of Q4.
Built for Black Friday. Runs the rest of the year.
Retail contact centers live and die on two things: peak-season surge capacity and a customer experience that doesn't erode loyalty. SingleComm runs cloud-native architecture that scales the day you need it, unified omnichannel across voice, chat, SMS, email, and social, and drag-and-drop workflows that let ops push new campaigns live the morning they launch.
Everything a modern retail contact center needs. Built in.
Every channel, one conversation thread
Voice, chat, SMS, email, WhatsApp, Instagram DM — unified agent desktop, unified customer profile, unified reporting. Agents don't ask customers to repeat themselves.
- WhatsApp and Instagram DM as first-class channels
- Unified customer profile across channels
- One disposition set, one QA rubric
Returns, refunds, and "where's my stuff?"
Shopify, NetSuite, and OMS integrations so agents see order status, tracking, and return eligibility without tab-hopping. AI assist suggests the next best action — re-ship, refund, replace, apologize — based on the order profile.
- Shopify, NetSuite, and OMS connectors
- AI-suggested resolution based on order profile
- Self-service return initiation via SMS
Scale for seasonal spikes, product launches, and unexpected demand
Cloud-native WebRTC infrastructure that adds capacity elastically. No circuit provisioning, no hardware lead time, no seat-license game of musical chairs. Seasonal agents onboard in a day.
- Elastic scaling with seasonal traffic
- Per-minute pricing — no peak-season penalty
- One-day seasonal agent onboarding
Marketing ops ship scripts same-day
Drag-and-drop workflow builder means the morning a promotion launches, the contact center is running the matching script. No coding, no tickets, no launch-day risk that the script is out of date.
- Version control and one-click rollback
- A/B testing on scripts and routing
- Script changes deployed in minutes
Analytics that feed merchandising
Real-time sentiment analysis, complaint categorization by SKU and campaign, and CSAT tied to the order profile. Merchandisers get feedback the day a product starts generating calls, not the quarter after.
- Sentiment analysis on every interaction
- Complaint categorization tied to SKU
- Feedback loop to merchandising, not just CX
Retention workflows that actually run
Post-purchase follow-up, abandoned-cart recovery, loyalty tier promotion — on SMS and voice, triggered automatically from the commerce platform, and measurable in the same reporting surface.
- Abandoned-cart SMS recovery flows
- Loyalty tier promotion via outbound
- Per-campaign ROI reporting
Retail Support Journey
- 01Customer starts a chat asking, "Where is my order?"
- 02SingleComm pulls the order status from Shopify, NetSuite, or the OMS.
- 03AI suggests the next best action: reship, refund, replace, or apologize.
- 04Customer receives an SMS update with tracking or return instructions.
- 05If the issue escalates, the agent sees the full order profile and conversation history.
- 06The outcome is reported by SKU, campaign, and channel.
“Script turnaround went from weeks to days across a dozen contact centers — and the cost of outside programmers went to zero.”
Retail customer service is the moment margin is either defended or given away. A 40% surge on Black Friday handled well is a loyal customer; handled badly, it's a chargeback and a one-star review. Running voice, chat, SMS, order tracking, and retention on one platform means the surge gets absorbed by the architecture, not by the customer's patience.
How retail teams use SingleComm.
Guides & deep dives.
Retail returns automation — from "I want to return this" to refund, without the queue
Eligibility checks, return labels by SMS, refund and replacement workflows, and the exception paths that still deserve a human. How to automate the second-biggest contact driver in e-commerce.
Read →Industries · GuideHow to reduce "where is my order?" contacts
WISMO is the single biggest contact driver in e-commerce support. Proactive tracking updates, SMS self-service, and OMS integration can resolve most of it before a customer ever reaches the queue.
Read →Industries · GuidePeak-season contact center planning — a Black Friday checklist that starts in September
Forecasting surge volume, staffing seasonal agents, pre-building delay scripts, and the operational checklist that separates retailers who absorb Black Friday from retailers who apologize for it.
Read →