Retail and Consumer Services Use Cases

Practical retail and consumer services use cases across connected customer experience, operational efficiency, case/incident handling, workforce enablement, legacy modernisation and embedded intelligence – delivered end-to-end on Liberty.

Retail moves fast

Peaks, promotions, returns and delivery issues test every process. Customers expect simple journeys, clear updates and fair outcomes – on any channel, any device. Stores need tools that work on the shop floor. Contact operations need to flex with demand.

Liberty helps you build these journeys. Start in a portal or assistant. Keep context through to agents and stores. Orchestrate fulfilment and exceptions. Integrate ecommerce, POS, OMS and payments without risky rip and replace. Accessibility and privacy are built in.

Simplicity & certainty

Shoppers expect smooth journeys, clear updates and fair outcomes – across any channel, on any device.

Agility & coherence

Retail teams need connected systems, flexible operations and real-time context to handle peaks, fulfilment and exceptions with confidence.

Common needs and pressures

Order, delivery and returns updates that don’t swamp the contact centre

Frictionless self-service with clean human handoff when needed

BOPIS / Click & Collect and ship from store with fewer misses

Returns and fraud control that doesn’t punish good customers

Modernise legacy stacks while meeting WCAG, GDPR and PCI obligations

What does Liberty do for retail and consumer services?

Connected customer experience

Make it easy to buy, return and get help – with a modern, accessible contact operation behind it.

Order and delivery updates

Customers track orders, edit delivery options and get proactive alerts. If they switch to chat or call, the agent sees the same context.

Returns and exchanges self-service

Guided flows set expectations, authorise returns, generate labels/QR codes and book drop-off or collection. Exceptions hand off with full history.

Store services and appointments

Book fittings, repairs, consultations or personal shopping. Reminders cut no-shows. Accessibility guidance and directions are clear.

Contact centre within CX

Voice, chat, email and SMS handled in one desktop. Assistants deflect routine questions. AI routing prioritises intent and vulnerability. WFM flexes coverage for peaks. Unified agent desktop removes tab hopping.

Operational efficiency and process automation

Join people, systems and data so work flows automatically and exceptions stand out.

Click & collect / BOPIS orchestration

Allocate orders to stores based on stock and capacity. Trigger pick, stage and handover steps with clear SLAs and alerts.

Split shipment and back order handling

Automate messaging, options and refunds when inventory shifts. Keep the customer informed in plain English.

Supplier and marketplace file flows (when APIs aren’t available)

Managed schedules, validation and exception queues for EDI/flat files. No more invisible batches.

Digital documents and receipts

Generate branded, accessible documents from approved templates. Auto file to the order/case timeline for audit.

Case, incident and exception management

Structured workflows for requests, incidents, approvals and escalations – with SLAs and audit built in.

Complaints and remedies

Intake across channels with sentiment/intent tagging. Track investigations, approvals and outcomes (refunds, replacements, goodwill).

Refunds, chargebacks and disputes

Stepwise case handling with evidence capture and timelines. Route edge cases to review with the right context.

Product quality and safety incidents (recalls/withdrawals)

Register and triage issues. Manage notifications, customer outreach and returns at scale, with full audit and reporting.

Store incident reporting

Slips, theft, accessibility issues or equipment faults. Capture facts and media, assign actions and verify closure.

Workforce enablement

Give store teams, contact agents and supervisors the tools to work fast – and get it right first time.

Store associate mobile

Pick/pack, click and collect handover, endless aisle lookups and guided checklists. Works offline where needed. Evidence syncs to the order.

Unified agent desktop (channels + case in one)

Agents rebook deliveries, approve returns, trigger refunds, send confirmations – in one screen. Wrap up updates the case automatically.

Clienteling and service dashboards

Role-based views for store leaders and supervisors. See queues, stock risks and appointments. Take one click corrective actions.

Field and repair scheduling (for services and big ticket items)

Coordinate technicians with skills-based allocation, reminders and evidence capture.

Legacy extension and modernisation

Extend what you’ve got, replace what you must – without big bang risk.

Wrap and extend ecommerce, POS and OMS

Expose only what teams need via role-based apps and APIs. Add missing processes (returns exceptions, marketplace SLAs) without heavy customisation. Keep data in sync both ways.

Replace spreadsheets and shared inboxes

Move adhoc trackers into governed case workflows with audit and SLAs. Reduce rekeying and handoffs.

Unified customer and order view

Stitch together identity, orders, communications and store tasks into a single timeline. Faster answers. Fewer transfers.

Embedded intelligence and decisioning

Use AI where it helps – inside the workflow for speed, safety and better outcomes.

Demand forecasting and staffing

Predict spikes from promotions, weather and campaigns. Feed WFM and trigger proactive comms to deflect avoidable contacts.

Return and fraud risk scoring

Classify return likelihood and fraud risk. Low risk flows straight through. High-risk routes to review with clear guidance.

Next best action and offers

Suggest compliant actions for retention, substitutions and goodwill – tuned by past outcomes and customer context.

ETA and SLA predictions

Forecast likely delays. Alert supervisors, rebalance queues or notify customers proactively.

The Liberty platform enables composable elements to be created and adapted to deliver the capabilities to support these use cases. Find out more:

Dreams | Tech Driving Seamless CX

The UK’s most recommended bed retailer, Dreams, set out on a journey to replace its customer engagement platform with a single integrated solution, aiming to deliver a seamless experience across all service channels and elevate customer experience even further.

Retail & Consumer Goods

Netcall is at the cutting of edge of innovation for retail and consumer goods. Work with us to connect stores, customers and contact centres with a single platform.

What is Agentic AI? Agentic Frameworks Using AI in the Liberty Platform 

Liberty Platform integrates agentic frameworks and AI to automate workflows and make intelligent decisions. Its tools, such as Liberty Converse CX, Liberty Create, and Liberty RPA, enhance customer engagement, empower app development, and streamline processes. This seamless platform helps businesses adapt and thrive in the automation era.