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Retail & eCommerce

Exceptional purchase and service experiences, achieved through both digital and human solutions

Probe CX works with a number of retail brands ranging from emerging eCommerce retailers through to established brick and mortar stores, in many different market categories. Our clients also include loyalty programs and well-known national chains with both physical and online presences.

Customers are serviced by over 18,000 staff and 5 countries and take care of 4.6 million interactions each year.


  • Sales
  • Customer service
  • Loyalty programs
  • Complaints
  • General enquiries
  • Administration
  • Fraud mitigation


  • 1Inbound and outbound voice
  • 2Asynchronous messaging
  • 3Chat
  • 4Social media
  • 5Email
  • 6Voicemail
  • 7Back office

Download The Changing Face of Retail Guide

When it comes to future-proofing a retail business, business leaders need to identify the best solutions that will facilitate the flexibility and agility needed to scale the business in the future, while also empowering contact centre agents to grow with the business and best support customers. Find out more

Download Critical Success To Fast Track Growth Guide

Leveraging omnichannel solutions, including chatbots, AI, and IVA, lets retailers provide a variety of channels and touchpoints for customers to utilise depending on their preferences. These can be supported by automation and advanced analytics capabilities. Find out more.


How We Do It

  • Contact centre
  • Workflow automation and management
  • Quality and compliance framework development
  • Knowledge management
  • Training redesign
  • Process mapping and redesign
  • Digital Automation
  • Customer access strategies

If you’re searching for a partner who can provide a complete end-to-end solution covering all lines of your business - we’re putting up our hand. We’ll work with you to handle general enquiries, memberships, billing, complaints and logistics. Our expertise also extends to administrative tasks such as fraud management, product and stock management, order processing and distribution. 

Beyond the traditional processes of your operation we can also assist in streamlining your workflow and introducing digital solutions that can manage the increase in contact volumes that many retailers are currently experiencing. We specialise in working with legacy systems, processes and operations that are buckling under customer demand. Our focus is always on your customer’s journey through the organisation and our strategies are designed  to optimise and transform processes, reduce friction for both customers and employees and deflect simple customer interactions to digital channels. We also work in process automation to improve efficiencies at every level of the business.

Covid-19 was the catalyst for many retailers to engage with Probe CX and introduce rapid shifts towards digital solutions. These organisations continue to benefit from the future-proofing strategies we’ve implemented and are geared for growth with a customer centric approach.


Quality ISO 9001 Certified

Individual security clearances

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Partner with us to provide your customers with exceptional purchase and service experiences, achieved through both digital and human solutions.

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