A direction for retailers where messages arrive on five channels and respond on none. Walk-in, online, DM, phone — consolidate the front desk so the customer never knows the wiring behind it.
Routed by skill, owner, and SLA. The customer never knows which channel they came from. Nobody is left waiting.
Same method, different shape. Pick the retail type closest to yours — each has a deep page with the sector-specific stack, proof, and how we measure.
Stock, channels, customer comms, reorder — running across the store, the website, and the phone in the owner's pocket.
Walk-in is the primary channel. Lightspeed, Square, or EposNow on the till — reconciled to floor count and online stock at end-of-day. Online is one channel among many, not the source of truth.
WhatsApp, Insta, email, web form, walk-in — routed to the right person with SLA tracking. The customer never repeats themselves.
Headless Shopify if you want it; custom if you don't. Either way, the storefront pulls live stock from the POS so the floor and the web are looking at the same number.
Customer profile across walk-in and online. Birthday flow, win-back at 60 days. Loyalty without a card to lose.
Live revenue per location, stock at risk, channel attribution, margin per category. Decisions on facts, not month-end PDFs.
Product info, supplier, training, brand voice — searchable from the till and the office. New starters know the answer on day one.
An independent retailer ran the front desk on WhatsApp, Insta, the form, the phone, and walk-ins — with nobody owning which. Stock lived in Shopify for online and a clipboard for the floor; reconciliation happened weekly, badly. Two-week build: one routed inbox with skill-based assignment, missed-channel alerts, and a stock view that pulled from the till, Shopify, and a tablet on the floor — same number, same minute. Six months in: walk-in conversion up nine percent on better staff coverage, click-and-collect attach rate up from 8% to 17%.
How we measure: walk-in conversion = paying transactions / footfall logged at the door for the first eight weeks vs prior eight-week baseline; channel attribution from the routed inbox vs prior 60-day baseline reconstructed from each channel's export.
If your work isn't exactly this, the nearest sectors share the rhythm. Or browse every industry we build for.
Bring the channel count and a week of missed messages. That's the brief.