Convert more shoppers. Keep them buying.
Driving shopper acquisition, cart conversion, and retention through omnichannel retail engagement
Managing our consumer experience is complex. The communications and clarity we now get are taking that complexity away. Through a simplified, harmonized approach, Firstsource has created a solution with a consistent methodology and real benefits at its core."
WHY THIS MATTERS
Retailers are losing customers before contact
91% of customers favor brands that recognize and remember them. Most retailers do not.
Personalization lift
89%
of consumers are more likely to buy from brands with strong omnichannel engagement, showing that relevance before purchase is a conversion lever, not a nice-to-have.
Plivo, Omnichannel Best Practices, 2024
Experience premium
68%
of consumers prefer service providers that offer omnichannel support, showing that experience quality shapes spend and retention.
Plivo, Top Benefits of Omnichannel Customer Experience, September 2024
NPS uplift
67%
Omnichannel service can lift CSAT to 67%, versus 28% for multichannel, showing how connected engagement improves measurable customer outcomes.
Plivo, Top Omnichannel Customer Service Stats for 2025, June 2025
PROVEN OUTCOMES
Engagement holds when operations are built right
Engagement results from live retail operations, from Do-it-Yourself (DIY) to quick service restaurants (QSR) and luxury formalwear.
£130M
sales through engagement program
Generated by a kitchen and bathroom retailer via end-to-end web leads and an outbound engagement program, across three sites and three countries.
23%
dissatisfied customers converted to app
A quick service restaurant’s post-complaint engagement drove app registration among customers who had submitted complaints, converting a cost interaction into a loyalty moment.
£14.1K
hire deposits from engagement team
A phone-based hire order creation service generated direct hire sales deposits attributable to the engagement team, adding a commercial contribution to a service function.
solution deep dive
From acquisition to retention, one operating model
Pre-purchase, mid-funnel, omnichannel, and VIP engagement run as a single model, not a stack of disconnected programs.
Make the first contact count
Firstsource runs pre-purchase engagement programs that calibrate outreach to individual customer profiles, browsing signals, and lifecycle stage. Kairos personalization intelligence moves pre-purchase communication from broadcast to relevant, increasing the likelihood of conversion before a customer reaches the cart.
- Outbound lead generation and qualification
- Kairos-powered pre-purchase personalization
- Campaign delivery across SMS, email, and voice
- Lead scoring and CRM pipeline tracking
- Multichannel appointment setting
- Cross-channel campaign governance
Keep intent moving toward conversion
Firstsource operates mid-funnel nurture programs that recover stalled prospects and progress those showing purchase readiness. Programs span abandoned basket recovery, browse follow-up, and phone-based purchase facilitation for high-value or complex product categories where customers need assisted navigation.
- Personalized follow-up sequences
- Mid-funnel CRM integration
- Engagement-to-conversion handoff protocols
- Purchase intent tracking and escalation
Reach customers across every channel they use
Firstsource designs and operates omnichannel campaign engagement programs with content and timing calibrated to journey stage. Campaigns span SMS, email, voice, and social, with Brand Ambassador reporting feeding structured voice-of-customer insight back to brand stakeholders on a weekly basis.
- Trustpilot and review platform management
- Campaign performance analysis and optimization
- Content compliance and brand governance
- Text and digital review channel integration
Respond at the moment of need, on every channel
Firstsource operates real-time chat and social engagement teams across live chat, WhatsApp, and social media from a single multi-skilled team. Kairos AI agents handle high-volume, low-complexity contacts and route complex or emotionally sensitive queries to human advisors with full context preserved, with no loss of information across channel handoffs.
Recognize your highest-value customers before they speak
Firstsource deploys personalized outreach programs that use purchase history, VIP status, and contact signals to deliver service calibrated to each customer's value to the brand. Advisors receive a complete customer profile before answering, enabling name recognition, interaction history surfacing, and segment-appropriate handling from the first moment of contact.
WHO WE SERVE
Engagement built for every retail model
From direct-to-consumer brands to global marketplaces, we build engagement operations around the way each retail segment acquires, converts, and retains customers.
CONSUMER BRANDS
Consumer brands that sell direct
Consumer brands and D2C operators need engagement programs that carry brand voice across every channel, convert first-time buyers into repeat customers, and make personalized outreach a commercial lever rather than a cost. We build and run the engagement teams that make that happen, from pre-purchase outreach through VIP retention.
.png?tr=w-412,h-232,q-80,f-auto)
SPECIALTY RETAILERS
Omnichannel and specialty retailers
Omnichannel and specialty retailers operate complex customer journeys that span stores, websites, apps, and assisted-service channels. We design and staff engagement operations that hold the experience together across every touchpoint, supporting high-value purchase categories and turning post-transaction service into the next conversion opportunity.
MARKETPLACE
Marketplaces serving multiple sellers
Retail marketplaces carry engagement obligations to both buyers and the sellers on their platform. We operate the customer-facing engagement layer that keeps buyer satisfaction high, handles contact volume at scale across channels, and feeds structured voice-of-customer insight back to marketplace operators and the brands they host.
CUSTOMER STORY
How a leading retailer built £130M in annual sales through CX transformation
A leading UK kitchen and bathroom retailer needed a customer engagement model that could deliver stronger commercial outcomes while supporting growth in a highly competitive market.
Firstsource assumed responsibility for the retailer's customer engagement operations and helped create a more scalable, performance-focused service model. Today, the operation supports customers across multiple geographies and channels, with the retailer achieving its highest-ever recorded customer satisfaction levels while strengthening commercial performance.
Firstsource assumed responsibility for the retailer's customer engagement operations and helped create a more scalable, performance-focused service model. Today, the operation supports customers across multiple geographies and channels, with the retailer achieving its highest-ever recorded customer satisfaction levels while strengthening commercial performance.
3 sites
operational resilience and cost efficiency
3 countries
UK, Romania, South Africa
£130M
annual sales through engagement program
PROOF OF DELIVERY
Where the engagement commitment becomes measurable
£130M
achieved in sales
A leading kitchen and bathroom retailer replaced its in-house engagement model with Firstsource. The operation rapidly expanded and now delivers the brand's highest-ever customer satisfaction scores.
70.2%
voice FCR achieved
For a prominent UK fashion retailer, we built a customer service operation built within 16 weeks, delivering the transition on schedule and absorbing a backlog of 6,000+ customer contacts at the start of Retail Peak.
1.71%
voice abandonment rate
A premium UK health and beauty retailer reduced voice abandonment to well below target while maintaining customer satisfaction at 80% overall and 86.4% on voice across a multi-skilled omnichannel team.
TESTIMONIAL
Operators who changed how they run retail
We have come so far in this time and it's really down to all of your hard work. It's also worth pointing out that our competitors didn't make it onto any of the lists below. Thank you to everyone who has been involved in this journey of transformation.
You took over a significant backlog with zero experience of our business, right at the start of Retail Peak and Black Friday. You took control, spoke to customers without them having to wait. Being there for customers made a massive difference, taking us to a whole new level.
Managing our consumer experience is complex. The communications and the clarity we get from [Firstsource] is taking that complexity away. Through a simplified, harmonized approach, they have created a solution with a consistent methodology showing real benefits at its core.
INSIGHTS
Latest from the Firstsource team
Insights from the field, real operations, real outcomes, and perspectives from the people making it work in live operations.
No items found.
CONTACT US
Customers are choosing competitors before you reach them. Time to change that.
Tell us your engagement challenge and we will map a live operational response within 48 hours.
- Diagnosed by a retail operator who has run this in production, not an advisor who has not.
- Built around your channel mix and customer journey, not a generic engagement maturity model.
- Grounded in live retail outcomes before any commercial commitment.