Smarter experiences. Agile operations. We make it happen for retail.
In today’s retail environment, delivering exceptional, personalized experiences is critical amidst rising costs and shrinking margins. At Firstsource, we go beyond providing technological solutions; we’re a strategic partner committed to driving measurable outcomes for leaders in retail. Our approach combines deep retail domain expertise with advanced AI capabilities to help you build customer loyalty while optimizing operational efficiency.
With proven experience across retail sectors such as grocery, apparel, and e-commerce and further strengthened by our acquisition of Ascensos, a leader in customer experience, we empower retailers to create seamless, human-centric omnichannel journeys. By harnessing the power of GenAI and intelligent automation, we help you stay agile, elevate every customer interaction, and thrive in a competitive landscape.
Outcomes Delivered
Leading retailer achieves significant improvement in customer support effectiveness through omnichannel optimization.
Major retail brand transforms customer experience with self-service solutions, dramatically reducing support volume.
Omnichannel customer support for a leading QSR brand, achieving 78% CSAT through a scalable, insight-driven service model.
Omnichannel support and CRM rolled out in 2 weeks for a leading fashion retailer improving FCR by 5%, and achieving a 4.1% call abandonment rate during peak season.
Unlock Retail Excellence with Firstsource Solutions
Our CX platforms, Agentic AI solutions, and flexible services, powered by relAI™, help you transform the way you operate, elevating experience, efficiency, and effectiveness for real, measurable outcomes.
Industry Expertise
We understand the unique challenges of grocery operations, with high-frequency queries focused on online shopping assistance and delivery issues. Our solutions help you meet customer expectations for convenience, pricing, and transparency with cost efficiency and speed.
Department stores and variety retailers require support for product availability, order tracking, and loyalty programs. We enable efficient operations with digital self-service capabilities that maintain the quality experience your customers expect.
Fashion retail requires personalized support for product availability, sizing questions, and returns management. Our peak demand management solutions help you handle seasonal fluctuations while strengthening customer loyalty and brand connection.
The specialized nature of health and beauty retail demands domain expertise for product recommendations, usage instructions, and compliance requirements. We provide knowledgeable support that enhances customer confidence and ensures regulatory compliance.
Online retailers need flexibility to handle diverse inquiries across delivery issues, returns, exchanges, payments, and after-sales support. Our solutions scale with your business demands and provide personalized experiences that drive customer satisfaction.
We enable seamless customer journeys for electronics and tech retailers—from sales and order management to delivery and product setup, troubleshooting, warranty support, and after-sales service. Our end-to-end CX solutions drive satisfaction, operational efficiency, and loyalty.
Core Capabilities
Driven by our differentiated UnBPO™ model for faster, outcome-focused transformation, we deliver exceptional, AI-powered experiences, business agility, efficient operations, and intelligent analytics.
Exceptional customer experiences
Our CX transformation framework reimagines omni-channel journeys - spanning recruitment, field immersion, brand alignment, feedback loops, and measurable outcomes to deliver meaningful experiences. We help retailers with best-in-class CX operations for agility and impact with multilingual support and AI-driven insights, to serve global customers with precision and empathy.
Digital transformation
We power customer experience with advanced technologies and analytics, delivering integrated digital, predictive, and autonomous CX solutions. With our GenAI-led solutions, we transform aftercare by intelligently managing field visits for high-value products enhancing both efficiency and customer satisfaction.
Supplier management solutions
We manage E2E operations, extending our coverage from customers to suppliers. Our supplier management solutions reduce complaints through background verification, onboarding training with cultural immersion, supplier segmentation for focused approach and comprehensive governance.
Peak support & capacity
Our team of seasoned customer engagement experts brings decades of experience in delivering contact center solutions. We ensure rapid results with the quality and confidence you expect from a trusted partner, especially during high-demand periods.
Customer insights & analytics
We harness audience-led analytics and cutting-edge technology, drawing data from multiple sources to create intelligent insights. Through collaborative work, we help you deliver improved results that meet your specific business objectives.
Business agility with AI-enabled working
We embed AI across the agent lifecycle, from hiring to performance, to enhance agility and efficiency. With smart recruitment, personalized training, and real-time co-pilot support, our model enhances service delivery and customer engagement.de
Retail Insights
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Case study
CMT, RetailE-commerce giant onboards 300 merchants in a quarter with a hybrid model
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Whitepaper
How Firstsource is leaning into the disruption to shape GenAI CX - An HFS market vision paper
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Whitepaper
Moments of delight: How to translate operational excellence into powerful customer experiences
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Blog
BFS, RetailRethinking Debt Collections: AI, Personalization & Compliance for Better Outcomes