Retail Customer Service

A solution for those who need help with handling sales requests.

Support outsourcing
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  • Keeping track of your product stock
  • Studying your products and offers
  • Researching the market for you to stay trendy
  • Providing your customers with timely replies
  • Tracking first contact resolution rate and first reply time
  • Conducting customer satisfaction surveys

250+ companies worldwide have already chosen SupportYourApp

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Customer Support Outsourcing for SignEasy
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Customer Support Outsourcing for Here
Customer Support Outsourcing for Calm
Customer Support Outsourcing for SignEasy
Customer Support Outsourcing for Niel Patel
Customer Support Outsourcing for Kofax
Customer Support Outsourcing for Here
Customer Support Outsourcing for Calm
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Customer Support Outsourcing for Kofax
Customer Support Outsourcing for MacPaw
Customer Support Outsourcing for G2A
Customer Support Outsourcing for MasterCard
Customer Support Outsourcing for Kofax
Customer Support Outsourcing for MacPaw
Customer Support Outsourcing for G2A
Customer Support Outsourcing for MasterCard
Customer Support Outsourcing for Kofax
Customer Support Outsourcing for MacPaw
Customer Support Outsourcing for G2A

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How much it costs? How it Works

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From any Channel...

Your customers will be heard through any channel you choose...

  • Email
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  • Facebook
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  • Viber
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  • ...any channel any Integration

...and we can integrate with all major CRM systems or add a new integration just for you.

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The level of attention to security is completely unheard of for the support industry. For example, we have obtained PCI DSS Level 1 Service Provider certification for our facilities. It ensures data safety for you and your customers.

Services Catalog

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Custom Software

For the past 10 years we have built our own tools for handling customer support flow. And we are sharing it with you:

QCRM - qustomer support ticket management system


Ticket management system that helps us manage huge teams and help them manage a huge workflow of emails.

Quidget – online chat widget for web


Live chat tool which may be incorporated directly onto the web page that delivers faster performance and helps our team interact with the customers.

Quidget – online chat widget for web


Though it blends into other interfaces and is almost imperceptible, it still is a powerful and sophisticated instrument that supercharges every interaction with the power of AI.

QCRM – customer management system

Clients Reviews

What will the cost of service be for you? Request a call, and we will get back to you within minutes.

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Within 3 months, over 80% of sales and support requests were able to be addressed directly by SupportYourApp. By creating the tools and processes we are now able to add additional resources when the need arises. They are truly committed to supporting the customer at all levels.
Todd Penny from GoCodes

Todd Penny Founder,

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With all the agents working on the team, we were able to drastically improve all of our key performance indicators. Our average first response time was dropped under 1.5 hours, our average resolution time dropped under 12 hours, and our customer satisfaction scores were higher than ever.
Monica Perez from Sign Easy

Monica Perez Head of CS,
Sign Easy,,

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We wanted to improve our standard of customer support. We had one full time person working in Germany. He did a great job, but he was off at night, on weekends... We also were not able to answer the phone. The outsourcing services of SupportYourApp did improve on that.
Oliver Breidenbach from Boinx Software Ltd.

Oliver Breidenbach CEO and founder,
Boinx Software Ltd.,,

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SupportYourApp was a godsend to us. The ability to have people respond to our customers no matter where they are in the world on 24/7 basis is really astonishing. I was working in other companies where the support level did not come even close.
Kevin La Rue from Skylum, Inc.

Kevin La Rue Vice President,
Skylum, Inc.,,

Skylum, Inc. logo
SupportYourApp's work has resulted in a dramatic increase in great feedback from our customers. We hear all the time from customers on Shopper Approved, telling us they've never seen a company with such a fast response time.
Josh Brown from Softorino Inc.

Josh Brown CMO,
Softorino Inc.,,

Softorino Inc. logo
The highlight of SupportYourApp's CRM is the ability to review all the phone calls that come through, handy filter or quickly show open issues, or issues needing developer attention. At this point, it seems the most appropriate for our e-mail and phone support outsourcing.
Chris Devor from Macroplant, Inc.

Chris Devor CEO and founder,
Macroplant, Inc.,,

Macroplant, Inc. logo
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What is retail support?

What is retail customer service? Retail customer service and support are a set of actions aimed at providing customers with superb services, timely answers and help should they require it. 

How is retailing customer service different?

Retail customer service might seem like the same thing with customer service for any other field. It does call for different skills and knowledge to be acquired by the professionals. A business operating within a retail segment must make sure their customer service agents have experience in helping shoppers make a purchase to get to the checkout point.

Customer experience has to be superb to turn shoppers into repeat customers almost on the spot.  

How can any company reach this goal?

Customer service in retail: best practices

Providing the best retail customer service is not easy. It takes a lot of experience and practice. Those providing customer service in retail stores must know the best ways to satisfy their customers and turn them loyal.

Listen and hear

When working with customers in retail, make sure the customer service team knows all about communication with any type of customer. It might be: 

  • In person — in shops and stores;
  • Via the phones — retail customer service call center;
  • Via online messengers and emails — for both on- and offline stores.

No matter what channel, a retail customer service team has to know the product inside-out to provide shoppers with outstanding customer service. This requires listening and hearing them no matter how angry, irritated or disappointed they might seem. Most customers want someone to talk to and to tell their issue to. The main thing to remember is if a customer is angry, they are not angry at a customer service consultant but with the issue itself.

Hearing them out and resolving their issues in the shortest time will improve customer satisfaction.

Go the extra mile

It all depends on how good a retail customer services you want your business to be famous for. Any business wants to be known for superb retail support services. So many businesses that provide additional services and strive to add value to their retail customer service team by making it go the extra mile for their customers. What can businesses do to add value to their customer service?

  • Provide retailer customer service 24/7;
  • Take customer feedback into account when making changes;
  • Train the team to use positive language;
  • Obtain necessary cybersecurity certifications.

Do what your customers would expect from you without them asking. Stay ahead of your customers’ requirements and be sure to provide them with retail customer services of consistent quality.

Use positive language

Although we already touched on positive language in good customer service in retail, it is important to expand on the topic. What is positive language? What is a retail support definition of a positive language? 


We can not do this.

We are looking into another solution

There is no way to resolve this.

We will do everything to resolve this.

Refund is impossible. 

We can make you another offer. 

This is a difficult task. 

The resolution may take some time.

By shifting the rhetoric into a positive outlook and towards positive language, one can easily change customers’ perception of your entire team and business. 

Provide memorable and personalized experience

74% of customers get frustrated if their online retail experience is not personalized. 36% of customers say retail businesses need to pay more attention to personalization and the most important — a whopping 91% of customers prefer to shop with retailers that personalize their experience and journey.

Bottom line — the more you personalize your retail customers’ service, the less churn you will see.

Retailer customer service management — involvement into the process 

Management in retail customer service plays a pivotal role in the performance of a team. The more attention managers are paying to each of the team members, the better they will perform in the long run. What are the best ways to be involved in the team’s life and performance?

Hire the best retail support team 

The first step is expanding the team with the right professionals. Correct hiring and onboarding processes can make sure you are getting the right people into the right positions and provide them with the right skills and knowledge.

Developing an elaborate hiring process that will leave you with the best retail customer service professionals is probably the most important thing a business owner can do. Without it one can never assemble a good management and customer service team. Do not be afraid to go through many candidates for the position. Take the time to find the right one and the search will pay off.

Train the team

Take your time training the team and then ensuring the knowledge is mastered and used in practice to the fullest extent. Another good practice is checking the level of your team’s knowledge every once in a while. This way no dip in retail customer service will escape the management’s attention, and they will be able to address them right from the get-go.

Adopting the best training techniques and developing them to perfectly suit your needs might take a lot of time. In the long run it will turn your retail customer service team into real professionals in the field.

Conduct and participate in team building

75% of professionals say teamwork and collaboration are very important for their productivity. But efficient collaboration is impossible without good team building. 

What is the best team building for a retail customer service team?

  • Communicate in an informal setting;
  • Conduct online trivia nights;
  • Encourage out-of-work communication;
  • Play games that will help the team to get to know each other better.

The best way to form professional relationships is to build a personal one. Personal bonds last longer making the team closer and more efficient.

The future of retail customer service and SupportYourApp

Retail customer service, just like any other, is developing and changing. For the most part it is due to customers’ preferences and expectations. The current events like the COVID-19 are making their changes too. For example, 58% of retail businesses now think their teams will keep on working from home at least partially even when the pandemic is over. 35% of business owners think home will become a primary working spot for their teams. 

Customer activity will also take a long time to come back to the pre-pandemic era. 70% of customers stopped shopping for non-essential items online as their priorities have changed over the last year. 

Customers will pay more attention to their retail experience. 59% of responders say they started to pay more attention to customer service and journey than they did a year ago. 

Customers’ preferences change. And the world of customer service must too. Here flexible customer service and support solutions come in handy — in the time of change. And the entire team of SupportYourApp is prepared for any changes that customers are going through.

How did we reach such results?

We have superb hiring and onboarding techniques

SupportYourApp HR and onboarding departments are real pros when it comes to expanding our team with the best of the best. Our elaborate interviewing process helps us make sure only the most experienced and worthy applicants will join our team.

Onboarding makes sure all the newcomers have the knowledge necessary for developing and growing within SupportYourApp structure. And we do it all with our customers and clients in mind.

We provide teams with all retail customer service tips and tricks

After the onboarding, future retail customer service professionals are ready to soak in a decade of SupportYourApp experience through an extensive training program. During it our newest customer service consultants get all the information on the product or service they will be supporting.

We also never stop checking the level of their knowledge and often conduct tests and quizzes to make sure everyone is on top of their game. 

We always listen to the teams

Our teams are completely free to speak up their minds to their managers. We always listen to everyone’s concerns and make sure everybody is comfortable with their product and the team. No one is left without proper care and support. Each member of each team is taken care of. We prevent burnouts by talking to the professionals and making sure they are comfortable with their working conditions and their projects.

This also ensures the best customer-centric approach as we select only the most appropriate and skilled professionals for every project.

As a result we have developed our own retail customer service trend — the best and most efficient communication with the customers by making our teams as knowledgeable and comfortable as possible.

How to improve customer service in retail?

  • Implement customer feedback

    54% of customers have higher expectations of customer service today than they did 2-3 years ago. This means they are ready to share their opinion about your business. What they are not willing to do is wait and see whether you implement the changes based on their feedback into your business.

    Listen to customer feedback closely — those who were willing to leave a feedback are willing to give you another go even after an underwhelming experience. If you ignore your customer base’s voice, you are sure to lose them.

  • Keep on improving corporate communication

    Poor communication within your customer structure can be a lot more damaging than you might think. It is estimated that after having set up their communication flow, businesses see 50% decrease in the professional turnover.

    How to keep on improving the communication within and with the team?

    • Establish a trusting atmosphere;
    • Make sure everyone is free to speak their mind even to their manager;
    • Encourage team outside-of-the-office team communication.

    Let corporate communication and team building go hand-in-hand. This way your retail customer service team will display the best results.

  • Set up incentive program

    Businesses that set up incentive programs see a 52% increase in productivity. If the professionals have a goal to work towards they will try and reach it in the shortest time and with the best results. 

    The best performing professionals might get different perks: 

    • A payment raise;
    • A promotion;
    • An extra holiday;
    • A bonus payment.

    Of course, do not overdo it either. Your team must remember they are to provide the best retail customer service regardless of any incentives.


To get the fastest answer for any question simply contact us and ask anything.

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How to talk to customers in retail?
Use positive and simple language to make sure you have provided your customers with all the necessary information and that they have understood it all.
What retail customer service skills are the most important?
Empathy, patience, the ability to listen, correct language and perfect communication skills are the most important skills in retail customer service.
How to provide excellent customer service in retail?
Maintain a positive attitude, provide customers with timely answers and never stop learning and developing.
Why is retail customer service important?
Retail customer service is what forms customer experience and can improve customer journey. The better your customer service is, the better your customer experience will be.
How to improve customer service in retail?
Always communicate with your team, develop and maintain a customer-centric approach and make sure everyone is comfortable in their positions.

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