Retail & E-Commerce
A memorable experience doesn't just bring the customer back: it turns them into your best promoter
Automate. Customize. Solve.
Sales grow when customers are offered a fast, frictionless, and empathetic experience on every channel. With AI-powered solutions that connect every step of the journey, from the first inquiry to the post-sales claim, we help you turn every interaction into an opportunity for loyalty and growth.
What are your challenges?
We solve them.
High volumes of post-purchase contact without agile responsiveness
We automate interactions with AI to scale attention without losing quality
Returns and claims without traceability or intelligent prioritization
Digitize and prioritize with DAP for full traceability and faster resolution
Impersonal or dispersed digital interactions
We unify all your channels with a seamless, personalized, omnichannel experience
Long wait times and lack of resolution on first contact
We optimize response times with AI-assisted agents and bots explicitly trained for your business
Customer churn and low NPS due to poor follow-up or lack of empathy
We apply speech analytics and activate real-time actions based on NPS
Lost sales or loyalty opportunities in digital channels
We detect purchase intent and activate automated omnichannel campaigns
Ready to transform your customer experience?
Discover our success stories
Inability to hire fast during peak seasons like Black Friday
Smart Recruiter to scale qualified talent in record time.
Long resolution times and customer loss due to lack of empathy
AI-powered automation and support to accelerate claims and boost NPS.
Inconsistent service due to a lack of experience
Strategic migration and training to raise the quality of service across all channels.
Fragmented multichannel service and low satisfaction
Hybrid model and continuous improvement with a focus on both efficiency and experience
Transactional service with no brand or emotional connection
Experience redesign with brand culture, digital customer experience (CX), and agent empowerment.
Increasing CX through technology and the human touch
An American electronics and video game company, with over 4,000 stores worldwide, sought to redesign its customer experience (CX), transitioning from a transactional model to one centered on customer value and connection.
E-Promoter
Sales service through online promoters, the so-called e-promoters, developed for an electronics manufacturer. The solution allows consumers to interact in real time with a consultant via chat, voice or video to purchase products from the brand’s portfolio.
Where in the customer journey are you missing opportunities?
Click on each point in the journey to explore typical challenges and how we solve them.
Discovery
Customer's first point of contact.
Evaluation
Help with decisions or comparing options.
Sales
Issues with claims, tracking, delivery, and product failures.
Promotion
Turning satisfied customers into brand promoters.
Research
Searching for product, pricing, service, or policy info.
Decision and purchase
Needs help with payment, shipping, coupons, etc.
Loyalty
Expectations for recognition and proactive care.
Explore the Customer Journey by sub-industry. Select the category closer to your operation:
Home & Home Improvement
Discovery
Speech Analytics + conversational AI for campaign intent capture
Decision
Assisted Conversations + Purchase Support
Sales
DAP + RPA for returns and claims
Promotion
Social listening + NPS activation
Evaluation
Knowledge Assistant + Chatbot for FAQs
Purchase
Channel orchestration + payment media automation
Loyalty
BI-powered personalized campaigns
Fashion, Beauty, and Personal Care
Discovery
Digital segmentation + omnichannel campaigns
Decision
Social media support via bots + human assistance
Sales
Logistics automation + ticket tracking
Promotion
Referral programs + automated email marketing
Evaluation
AI-powered virtual assistant and recommendations
Purchase
WhatsApp order tracking + omnichannel chats
Loyalty
Retention Models + Personalized Offers
Home Appliances & Technology
Discovery
Lead capture via Speech Analytics + self-service
Decision
In-app chat + promotion engine
Sales
Tech bot + specialized agent referral
Promotion
Review moderation + UGC managemen
Evaluation
AI Product Comparison + Multichannel Support
Purchase
CRM integration + order tracking automation
Loyalty
Behavioral analysis + loyalty campaigns
Supermarkets and food
Discovery
Segmented campaigns via Conversations + Speech Analytics
Decision
In-app virtual assistant for product help
Sales
RPA for billing error tracking
Promotion
Automatic surveys + NPS promoter activation
Evaluation
Chatbots for featured promotions
Purchase
Payment integration + delivery tracking
Loyalty
Personalized coupons based on purchase history
Pharmacies & Health
Discovery
Seasonal BI-driven campaigns
Decision
Omnichannel routing to the best channel
Sales
Workflow for prescriptions and returns
Promotion
WhatsApp discounts + health-focused content
Evaluation
Chatbot for frequent queries (stock, meds)
Purchase
Assisted sales with medical data validation
Loyalty
Replenishment campaigns + buyback models
Sports and outdoor
Discovery
AI lead capture for seasonal promotions
Decision
Bots for guided shopping + human handoff
Sales
EPD for returns + expert support
Promotion
UGC promotion + moderated reviews
Evaluation
AI comparisons for tech gear
Purchase
CRM-integrated stock sync
Loyalty
Gamified rewards programs
Home & Home Improvement
Fashion, Beauty, and Personal Care
Home Appliances & Technology
Supermarkets and food
Pharmacies & Health
Sports and outdoor
When Selling Is No Longer Enough: How to Elevate Retail CX to Financial Standards
Your credit card is no longer just a payment tool. It is a platform for loyalty, financing, and retention. Is your customer experience up to par?
Today’s retail customers expect financial services to be integrated into their shopping experience, including installment payments, advances, exclusive offers, and immediate support. Many brands are not yet equipped to manage this complexity with empathy and efficiency.
The result?
Abandoned carts, lost trust, frustration, and customers who never return.
How can Atento help?
We become your strategic partner to operate with financial standards, without losing your connection to your client:
- End-to-end management of retailer-issued credit cards.
- Payment restructuring and refinancing support.
- Secure handling of cash advances and promos.
- Multi-channel service for financial CX.
- Process automation with DAP and hybrid support (bot + human).
- Regulatory compliance and sensitive management of high-stakes interactions.
With our deep financial customer experience (CX) expertise and proprietary technology, we help retailers transition to seamless, high-value models that customers trust.
CX solutions to improve your operation
Inconsistent responses, saturated channels
Atento Conversations
Omnichannel support with conversational AI
Wasted time on manual admin tasks
RPA
Bots for repetitive tasks (tracking, billing, etc.)
Disconnected systems are complicating service
DAP
Full automation of the post-sale process
Decisions without real-time, actionable data
Advanced Insights
Real-time speech and text analytics to improve CX
Inability to scale or evaluate CX talent quickly
Smart Recruiter
AI-powered automated talent selection with generative AI
Delays in accurate info, low FCR
Knowledge Assistance
Real-time agent assistance to improve compliance and resolution
Brand risk from toxic or fraudulent content
Content Moderation
Automated moderation across social media, websites, and marketplaces
Missed conversions on e-commerce
Digital Sales
AI digital assistants for lead generation, sales, and conversion
Fragmented CX metrics and visibility
Analytics
Dashboards, planning, and behavioral forecasting
Slow, manual, costly processes
Intelligent Automation
Process orchestration with AI, RPA, and business rules
Impersonal experiences that hinder loyalty
Customer Engagement
End-to-end customer lifecycle management with a focus on personalization
Why Atento?
- CX Specialists for Retail and E-commerce
- Proprietary technology for omnichannel experiences
- 20+ years of experience with multilingual capabilities
- Global scalability, local expertise
Take your CX to the next level
Keep your customers coming back again and again. Automate, customize, and solve with Atento.
