Real-time insights to reduce returns and strengthen customer loyalty.
Retail Industry
Understand why customers are contacting you, whatās driving frustration, and get the insights you need to fix issues, without hours of manual data analysis. Turn every conversation into powerful voice-of-the-customer insights.
āThe anomaly feature is a game changer for us. Itās highly accurate and has helped us identify customer issues, agent errors, and even fraud that would have taken us longer to catch.ā
Nick Brazitis, Global Customer Care Manager
Trusted by retail brands worldwide
Conversation Intelligence for Retail Brands
Empower your customer support team with real-time insights.
Proactive issue detection
Stay a step ahead with 100% monitoring of all customer interactions. Get alerted to emerging issues before they escalate, safeguarding your reputation and maintaining customer trust.
Understand why customers are contacting you
Get straight to the root of customer frustrations. Replace manual analysis with automated conversation summaries, and get a clear view of what's really impacting your customer service.
Targeted agent coaching
Improve your teamās performance with agent QA that pinpoints training needs. Analyse 100% of interactions and find the ones that need attention, giving agents the guidance they need to deliver better service.
Customer Insights for Retail and eCommerce
Insights that keep customers coming back
Hassle-free consolidated view of customer conversations
Data capture
We automatically pull data from multiple interaction types and sources, analyse it, and accurately tag it for smarter, more insightful reporting. Get a complete view of customer pain points and sentimentāall in one place.
Spot revenue-draining customer issues in real time
Reduce contact volumes
Dread the thought of what will go wrong next? When unexpected problems arise, EdgeTier quickly alerts you with a full view of what customers are saying and who is affected. Address the issue sooner to limit customer and revenue impact.Ā
Uncover Whatās Driving Returns & Support Volumes
Understand the root cause
Pinpoint product issues behind returns and the contact reasons creating unnecessary support. Our AI analyses every interaction to reveal the real causes, so you can fix problems at the source and reduce support demand.
Track Third-Party Impact on Customer Experience
Track partner impact on CX
Understand how couriers, marketplace sellers, and brand partners affect your customer journey. Get the visibility you need to spot issues and work with partners to improve service.
Get ahead of high-risk issues to protect your brandās reputation and bottom line
Go from reactive to proactive
Worried about regulatory fines? Donāt leave compliance to chance. We take the what-ifs out of compliance by reviewing all interactions and tagging high-priority ones, like those that may have GDPR or legal impacts.
Go beyond the metrics - get the full picture
Improve agent performance
Wasting training opportunities? Our agent QA provides 100% interaction visibility, comparing both agent and customer sentiment to your performance standards. Get accurate, data-driven insights to help agents improve and deliver better support.
Alerting for retail and e-commerce brands
Stop finding out about problems after they have happened. Let EdgeTierās AI bring solutions to you in real-time.
Key Features
Real-time anomaly detection
Contact reason AI tags
Agent quality assurance
Customer sentiment detection
Root cause analysis
Cross marketplace monitoring
Multilingual Translation
Interaction summaries
Experience score
Agent scorecards
Secure Data Handling
Real-Time Data Integration
Customer-Focused Leaders Trust EdgeTier
Vladimir Greavu
Director of Customer Service, Berlin Brands Group
āIf we didnāt have EdgeTier it would feel like going back to the stone age. The biggest benefit of working with EdgeTier is the fact that we have a view of all sources of customer feedback and customer interaction data. We are not just selling products without knowing that we might lose money or we have a high return rate. we shifted from selling no matter what to really selling what matters.ā
Nick Brazitis
Global Customer Care Manager, Abercrombie & Fitch
āDuring our peak volume periods, we send out daily updates about what customers are talking about and key trends we are seeing, allowing us to determine which departments need to be informed of certain scenarios, thanks to the tagging technology provided in this platform."
Tracy Kennedy
Director of Customer Service, Ryanair
āWe now have a window of visibility into customer conversations which allows us to quickly spot potential issues and resolve them immediately, rather than wait for a message to arrive at an agent.ā
We can integrate with almost anything
Integrations
Ready to see EdgeTier in action?
Stop finding out about problems after they have happened. Let EdgeTierās AI bring solutions to you in real-time.