Retail, E-commerce and Distribution
A sector where operational management means guaranteeing a seamless, fast, and personalized customer experience—especially as customers and prospects have often already engaged with digital channels. The challenge is to balance operational efficiency, cost control, and customer delight, all while adapting to fluctuating and multichannel demand.
What we observe and analyze as transformation trends in your sector
Responsiveness and quality of service
Accustomed to or exposed to digital interfaces, retail customers and prospects now expect remote customer operations to deliver the same level of availability and quality as the digital solutions they increasingly use.
Personalized customer relationships
Customers expect their profile and interaction history to be recognized and leveraged so they feel valued and well cared for—especially premium clients. This requires relational flexibility and the ability to think outside the box when needed.
Seamless omnichannel experience
While phone and email remain dominant for brands with physical stores, the use of in-store remote channels and messaging platforms is rising. The challenge: to be present on every channel and platform where your customers expect to find you.
Managing fluctuations and demand spikes
Customer service must be highly agile to respond to the sector’s promotional periods, exceptional sales (Black Friday, sales events), or brand- and product-specific campaigns.
Advisors training and quality
The diversity of interactions and the shift of simple requests to self-care platforms mean advisors and managers need ever-stronger support to handle complex activities. This support must also enhance empathy and complex situation management skills.
Leveraging data and technology
Mastery of multiple channels, collection and analysis tools, and the emergence of AI require greater technological expertise. Increasingly, this means collaborating with real-time or asynchronous AI bot solutions.
Our approach
Armatis is your specialized, experienced partner, holding all the certifications needed to guarantee operations based on the highest standards—leveraging people, technology, and data.
Putting people at the heart of digital
Turning regulatory constraints into trust-building opportunities
Valuing every interaction to enrich customer relationships and knowledge
Key figures shaping retail and e-commerce customer experience
57%
of customers expect an immediate human response when contacting customer service.
68%
of consumers abandon their cart if the online experience is too complex or slow.
86%
customer interactions now involves a conversational channel (chat, messaging, social media) in retail
45%
of consumers say their loyalty depends on the quality of after-sales service.
1 in 3
customer interactions now involves a conversational channel (chat, messaging, social media) in retail.
60%
of retailers use bots or AI solutions to handle simple requests and reduce response times.
Our commitments and Points of pride to ensure your performance
Top 5% of companies for CSR performance.
Certification internationale garantissant la sécurité de l’information.
Highest level of societal engagement.
Anticipated compliance with new European cybersecurity requirements.
Our clients stories
Our tailor-made solutions for retail, e-commerce & distribution
Omnichannel customer service
Phone, email, live chat, messaging, and social media, delivering consistent service across all touchpoints, with advisors trained in brand voice, upselling, and customer retention.
Sales & portfolio management
Acquisition, loyalty, cross-selling, cart recovery, and personalized recommendations, powered by behavioral and transactional insights.
Technical support & helpdesk
Level 1 and 2 support for order tracking, payment issues, product returns, and platform usability.
Middle & back-office management
Order validation, stock and shipment monitoring, supplier coordination, and after-sales service optimization.
Debt collection
Amicable collection strategies, refund coordination, and dispute handling aligned with customer satisfaction goals.
Trust & Safety
Fraud prevention, transaction security, content moderation, and GDPR compliance for safe, seamless shopping experiences.
Boost your performance in retail and e-commerce
Our experts help you turn your challenges into opportunities and create memorable customer experiences.
