Real-time insights to reduce returns and boost customer loyalty

Retail Industry

Stop losing revenue over hidden issues. Find and resolve problems fast and deliver better customer experiences.

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Trusted by retail brands worldwide

EdgeTier 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.

Actionable feedback

Uncover and report the root causes behind customer frustrations. Empower your support team and share actionable insights across your organisation to improve product quality and become the insights engine for your whole organisation.

Targeted agent coaching

Elevate your team’s performance with auto QA that pinpoints training needs. Analyse 100% of interactions and find the ones that need reviewed, saving time and helping agents boost customer satisfaction scores.

5 ways EdgeTier helps you increase CSAT

Hassle-free consolidated view of customer interactions

Tirelessly chasing fragmented feedback across multiple systems? We automatically pull data from multiple interaction types and sources, analyse it, and accurately tag it for efficient and insightful reporting. Get the full picture of your customer experience in a single platform.

Spot revenue-draining customer issues in real time

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.

Uncover the real reasons behind customer dissatisfaction

Check out issues? Product defects? Shipping delays? Human error may be hiding the real reason your CSAT scores are down or returns are up. Our AI eliminates the need for manual agent reporting by analysing trends and patterns to find the root cause, helping you make more informed product, marketing, and service improvements.

Get ahead of high-risk issues to protect your brand’s reputation and bottom line

The mere mention of regulatory fines giving you cold sweats? Stop relying on agents to accurately categorise and escalate conversations. 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.

Actively monitor agent empathy and customer sentiment with auto QA

Wasting training opportunities? Our automated agent QA provides 100% interaction visibility, comparing BOTH agent and customer sentiment to your performance standards. No category or phrase limitations; just a customised reviews process that identifies where and what targeted coaching is needed.

Vladimir Greavu
Director of Customer Service, Berlin Brands Group

Nick Brazitis
Global Customer Care Manager, Abercrombie & Fitch

Key Features

Real-time anomaly detection
Targeted agent coaching
Customer sentiment detection
Root cause analysis
Cross marketplace monitoring
Multilingual capability
Interaction summaries

Capterra rating 4.9

G2 ratings 4.5

EdgeTier for Retail

Before EdgeTier
- Missing costly customer issues because of vague or inaccurate manual categorisation.
- Unable to get to the root cause of returns and customer complaints.
- Struggling to give clear feedback to product and other internal teams.
- Wasting time on manual QA with limited insights.
After EdgeTier
- Winning with proactive AI alerts that catch issues before your team even notices.
- Effortlessly identify the root cause of customer frustration and resolve issues before they escalate.
- Easily share actionable insights with your team and keep customers happy.
- Targeted training to boost CSAT and increase upselling opportunities.

We can integrate with almost anything.

EdgeTier integrates seamlessly with all major platforms, like Salesforce, LivePerson, Zendesk, and Kustomer, plus a simple API for in-house systems. Go live in under 2 hours with zero IT effort needed from your team.