Retail | Smile.CX

In retail and e-commerce, CX is judged after checkout. The shopper is impatient, promo-trained, and algorithm-aware.

Smile.CX is the coordination platform for post-checkout CX. it syncs orders, queries, loyalty logic, and support workflows across warehouses, marketplaces, and service teams—so ops stay calm when buyers don’t.

Proven impact across 4.500 clients

⅔

of end-customer support requests resolved entirely by Smile.CX

100%

Fully automated IT support ticket creation.

Read our customer stories

What slows CX in Retail & E-Commerce today

Fragmented journeys create post-purchase chaos

Often orders come from one channel, updates from another, and support from a third. Disconnected CX logic makes it impossible to deliver consistent resolution, especially when sellers are third-party.

Automation breaks when the edge case hits

Bots &FAQ handle basic questions. but when it’s a lost premium item or reward point error, escalation paths vanish. shoppers hit dead ends—and brands lose trust when it matters most.

Personalization backfires when misaligned

What feels tailored often feels invasive. overfit algorithms that trigger promos after cart abandonment or upsell after a return erode loyalty. Digital natives spot manipulation fast.

Loyalty promises collapse in real time

The loyalty program says one thing, the cart says another. mismatched entitlements, blackout rules, or reward system lag create friction—and turn top-tier buyers into skeptics.

Where Smile.CX helps

Smile.CX is the connective tissue that fills in the blind spots across loyalty, fulfillment, and escalation, not just another chatbot layer.

Integrates with your existing systems — no replatforming

Connects to CRMs, risk engines, call center tools, and core banking without disrupting governance or introducing latency.
Meets FS-grade security by default

Includes bank-level encryption, role-based access, and traceable data flows that align with internal policies and external mandates.
Keeps critical decisions human-led and auditable

No black-box AI. Smile.CX ensures high-risk moments (like complaints, escalations, or fraud holds) remain explainable, controllable, and escalation-safe — with humans in control when it matters most.
Orchestrates journeys across support, risk, and product ops

Complaint handling, onboarding, and fraud response follow a unified, logic-driven path — not fragmented scripts or channel silos.
Supports concurrent case handling with full context memory

Agents can manage multiple flows at once — rejoining AI-handled interactions with instant copilot summaries and no loss of continuity.
Adapts to how you work — then learns

Avoids template lock-in. Smile.CX evolves with how your workflows, teams, or regulatory pressures shift.