Customers want their shopping experience to be the same no matter where they are in the world and what channel they choose to use. They expect that if they shop online, they will have an experience that’s consistent with how they would find it in a physical store and vice versa. Customers now expect an omnichannel experience, which means that you have to deliver it perfectly or risk losing out on making that sale.

We help you design and deliver exceptional retail experiences for your customers across all touchpoints. We combine the best of online, brick-and-mortar, and personal interaction to ensure that you win loyalty while earning wallet share across multiple channels—all at a lower cost to serve.

Our Comprehensive Suite of Solutions

Customized solutions tailor-made for your industry

Customer Care

Our solutions are flexible and come in a multiple-choice format, which gives you complete control over your customers’ experience. With our commerce platform, you can keep track of conversations across digital channels with B2B & B2C customer care solutions, including order processing, product info, purchase status, credit card status, return status, billing inquiries, etc.

Sales & Promotion

We have an inbound sales team that supports you with both up-selling and cross-selling your products. We can handle a comprehensive sales program or provide support 24×7. We also have dynamic systems in place to scale our processing capabilities without affecting quality should peak shopping seasons occur.

Return & Refund

We can have a one-on-one conversation with your customers and offer exceptional customer service, resolving the returns and refund requests and converting the changing customer experience into an improved CX. What’s more, this practice effectively minimizes the risk of losing customers.

Order Processing

We offer impeccable retail customer support that can provide accurate order processing and tracking information by using a multi-channel voice, chat, and email model. This allows for a superior experience as the customer is aware of their order status at all times.

Inquiry Handling

With our retail call center team, you can take advantage of our team’s expertise in handling even the toughest questions about your product, including potentially complicated situations like product recalls and consumer affairs. We’ll work around the clock to make sure that your customers are hearing your message loud and clear, in your brand’s voice.

Proactive Communication

As an outsourcing company in the retail industry, we can help you communicate with your customers proactively. This way, we will have relationships with them that are sustainable and loyal.

Cart Abandonment

We can help you solve cart abandonment issues and open up a whole new revenue stream by calling those who have left their items in the shopping cart. It’s especially important for e-commerce platforms, since we know how vital revenues are to this business model. Through our conversations with customers, we gain intelligence about the sort of offers that will be most appealing to them and close deals with them so that you can boost your reputation among customers. We also provide data integration services so that you can track customer calls in your CRM database.

IVR Solutions

Streamlining customer support cost actually helps your business – because a higher rate of calls means more customer interaction. However, we provide cost-effective solutions for streamlining customer support in which you only end up paying as per use, so there are no hidden fees or contracts. The other thing that differentiates us from the competition is our bespoke IVR and CRM – it helps you track your call conversions, abandonment, etc.

Our Key Differentiators

We strive to innovate for every client's specific need

Building Omnichannel Interaction Points

Upselling and Cross-selling via 360-degree Integrations

Improved Business Processes through AI and ML

An Integrated Customer Lifecycle Management Approach

Par Excellence Data Security Standards


Can we outsource retail and e-commerce services?

Retail and e-commerce companies find outsourcing several services to a third party very beneficial. The range of outsourced services includes sales, inbound customer service, order tracking, returns and refunds, and complaint handling, to name but a few.

Why is outsourcing beneficial for customers?

As a trusted eCommerce Contact Centre DialDesk offers  24/7 customer support to answer any questions about your order or custom-built solutions, including tracking details and return requests. You’ll be able to track an order, place a return, or get a refund using our on-time and accurate communication channels.

Is there a way to evaluate BPO or customer support providers?

Retail and e-commerce customer support solution providers can be evaluated by reviewing their fleet of locations across the globe, client volume base, and customer testimonials.

What are the benefits of outsourcing to DialDesk?

DialDesk offers affordable and efficient support for your company. We work with you to make sure we only charge for the services you are using, and our solution is easily scalable in cost to handle seasonal spikes.

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