Zenith for retail
Where is my order? Answered from the order itself.
Most retail calls and chats ask something your systems already know: where an order is, whether it is ready for pickup, when the store opens. Zenith answers them from your own records, books fittings and appointments, and sends returns, exchanges and complaints to your staff with the order on screen.
Do you take walk-ins at Fremont on Saturdays?
Visitor · 12:41pmWe do, and Saturday evenings fill fast. I can hold a table for you instead: what time and how many?
Zenith · 12:41pm4 people at 7
12:42pmThe questions
The questions your staff answer all day.
| Call | What Zenith does | Your team |
|---|---|---|
| Where is my order | Reads the order and its shipping status and tells them | Nothing, unless it is lost |
| Is my pickup ready | Checks the order and the pickup window | Nothing to do |
| Do you have it in my size | Answers from the stock you share, or takes a request | Holds the item if you allow it |
| A fitting or a styling appointment | Books it with the right person at the right store | Sees the appointment |
| A return or an exchange | Explains your policy and starts the request | Approves the refund or exchange |
| A special order | Takes the details and passes them on | Places the order |
Customer context
Repeat buyers, recognized on any channel.
Recent orders
What they bought, where it shipped and its status.
Pickups waiting
Anything ready at a store.
Store they use
So hours and stock answers are for the right location.
Past conversations
Last week's chat sits on the same thread as today's call.
Bookings
What retail books.
- Appointments
- Fittings, consultations and personal shopping, booked on staff calendars.
- Pickups
- Confirmed against the order, with a text when it is ready.
- Special orders
- Taken as a request with every detail, for your staff to place.
On its own, and where it stops
Zenith handles the routine. Your people handle the rest.
Zenith answers order, pickup, stock and hours questions and books appointments on its own. Refunds, exchanges, price matches and complaints wait for your staff, and any campaign to past buyers goes out only once a person approves it.
Zenith answers, routes, books and handles routine questions on its own. Refunds, discounts, complaints, low reviews and campaigns wait for a person, and anyone on your team can take over a conversation at any time.
Your dataThe voice model carries the spoken conversation and nothing else. Your customer records stay in your own database, read only by your own agents.
Start here, keep the foundation
Start with one function. Add the rest without starting over.
Most retailers start with order-status calls and chats, because they are the most frequent and the easiest to answer from records you already hold. The same orders and customers are then in place for review requests and for bringing back buyers who have not been in for a while.
FAQ
Questions, answered plainly.
Which commerce and POS systems does Zenith read?
Zenith works with the commerce platform and point of sale your stores run, read for orders, pickups and customers. Each connection is set up for your company and checked against your own orders before it answers a customer.
Can it issue a refund?
No. It explains your return policy and starts the request with the order attached. The refund or exchange is approved by your staff.
Does it know what is in stock?
If you share stock levels, it answers from them for the store the customer uses. If you do not, it takes the request and a person checks.
Which channels does it answer?
Calls, texts, webchat on your site and email, all on one thread per customer, so a chat today and a call tomorrow are the same conversation.
Can our staff take over a chat?
Yes, at any time. The agent stops at once and leaves a short summary, so the customer is not asked to repeat themselves.
Related in Zenith
- WebchatA chat on your website that answers, books and carries on by text.View
- Business textingTwo-way texting from your business lines, answered by agents and your team.View
- Shared inboxOne thread per person across calls, texts, webchat, email and reviews.View
- Customer reactivationLapsed customers found in your POS or ERP, with offers drafted for a person to approve.View
- Review managementReviews asked for after a visit, replies drafted, and three stars or below seen by a person first.View
From Ferrata Labs
- IndustriesWhich agents apply in each of the six verticals Ferrata serves.
- How it worksAssess, Anchor, a first agent live in under 90 days, then your team.
- The platformThe Brain: retrieval, models and audit inside your own environment.
- Book a discovery callThirty minutes on one workflow, and an honest answer on where to start.
Start with Zenith, or talk it through first.
Thirty minutes with Ferrata Labs on how calls and messages reach you today. You leave with a view of where Zenith fits, and an honest answer if something else should come first.
Your menu, your policies, your routing and the way you talk to customers are yours. Zenith is configured to them. You are not fitting your front desk into a template.