RetailHub turned eight channels into one conversation.

RetailHub Commerce sells across web, app, marketplaces, social, and a network of physical stores — but each channel was its own island. Customers repeated themselves, agents lacked context, and cross-sell moments slipped through the cracks.

Every channel had its own tooling and data, so no one could even measure the full customer journey, let alone act on it. We set out to unify the conversation first, then make it smart.

With conversations fragmented across eight channels, no one had the full picture of any customer. Service was repetitive, personalisation was impossible, and the in-store team was blind to everything that happened online.

Every channel knew a little about the customer. Nobody knew the whole person.

We unified every channel into one customer timeline and resolved identity across phone, email, and social handles into a single profile — so the WhatsApp thread, the web chat, and the in-store visit became one continuous conversation.

On top of the unified record sits cross-channel routing and an assistant that uses full history to guide discovery and suggest relevant add-ons at the moment of intent.