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Talkdesk for Stores extends Talkdesk Retail Experience Cloud™ beyond the contact center and onto the sales floor. Store associates get the same customer context, digital channels, and journey visibility already available to contact center agents, from customer search and appointment scheduling to in-person visit tracking and unified reporting, so every interaction becomes part of one connected customer journey.

Every store associate becomes a customer experience expert. Talkdesk for Stores gives every associate the customer context, AI-powered guidance, and retail workflows they need to deliver personalized service, build stronger relationships, and convert more shoppers.

Key Capabilities

Talkdesk for Stores includes the following capabilities:

• Omnichannel Digital Tools: Store associates can reach customers through email, chat, and SMS, using the same digital channels already available to contact center agents.
• Customer Search and Retail Workspace: Associates can find any customer by name, phone number, email, or loyalty ID directly from the Retail Workspace, without needing an active interaction first.
• Order History: A customer's past orders are visible directly from their profile.
• Store Inventory: Associates can check product availability across both physical stores and online stock.
• In-Person Visit Tracking: Associates can log an in-store visit as its own interaction type, capturing a disposition, notes, and an outcome. While a visit is in progress, the associate's status automatically changes to "In Store Session."
• Appointment Scheduling: Customers can book a store appointment through any digital or voice channel using Talkdesk AI Agents, or a store associate can book one directly from the Workspace. Appointments appear automatically on the assigned associate's calendar.
• Service Directory: Associates and customers can look up store locations, staff, and available services.
• Unified Engagement History: In-store visits appear alongside voice, chat, and other digital interactions in one shared activity timeline, visible to both store associates and contact center agents.
• Post-Visit CSAT and NPS Feedback: After a visit ends, an SMS survey can be configured to be sent automatically to collect CSAT or NPS feedback. No associate action is required.

Why It Matters

• Associates start from context, not from zero. A customer's purchase history, loyalty tier, and prior interactions are visible before the conversation even starts, so associates spend their time helping the customer instead of asking them to repeat themselves.
• AI guidance during interactions: Real-time guidance to help store associates confidently navigate complex conversations, accelerating the shift from transaction processor to trusted advisor, creating more opportunities to deepen relationships and cross-sell.
• Booking and service are self-service or assisted, whichever fits. Customers can schedule their own appointment through a digital or voice channel, or an associate can book it for them, and either way it lands on the right calendar automatically.
• Managers get visibility into the floor. Visit volume, disposition, and outcome data turn "the floor felt busy today" into something a manager can actually review and coach against.
• The contact center and the store share one record. If a customer calls in after visiting a store, the agent can see what happened during that visit instead of starting cold.
• Feedback happens without anyone remembering to ask. The post-visit survey is rules-driven, so CSAT and NPS data comes in consistently instead of depending on an associate to request it.

How to Access

Talkdesk for Stores is available in Preview. To enable this capability, please reach out to your Talkdesk Contact.

Searching for a Customer

1. From the Retail Workspace, open Search Contacts.

2. Enter any combination of the customer's First Name, Last Name, Birthday, Email, Phone Number, or **Loyalty Card** number. Filling in two fields returns a more accurate match.

3. Click **Search**.

4. Select the matching customer from the results to open their Customer 360 profile.

Note: You do not need an active interaction to search for a customer. This lets an associate confirm who they are helping before the conversation starts.

Logging an In-Person Visit

1. From the customer's Customer 360 profile, click Start In-Person Interaction. Your status automatically updates to "In Store Session" for the duration of the visit.

2. When the visit is finished, click End In-Person Visit.

3. In the Wrap-up screen, select a Disposition, add any relevant Notes, and confirm the Outcome.

4. Click Submit to log the visit.

The visit is saved as a new interaction type and appears in the customer's activity history immediately.

Viewing Unified Engagement History

1. Open the customer's profile and go to the Activity tab.

2. All interactions, including in-person visits, calls, chats, and orders, are listed together in a single timeline, most recent first.

Scheduling an Appointment

1. A customer can book a store appointment themselves through any digital or voice channel using Talkdesk AI Agents, or a store associate can book one directly from the Workspace.

2. Select a Topic for the appointment, then choose an available Date and Time. Available time slots show the specialist assigned to that slot.

3. Enter the customer's Name, Email, and Phone Number.

4. Confirm the appointment. It appears automatically on the assigned associate's calendar.

See more in the Appointment Scheduler article.

Frequently Asked Questions

Do I need an active interaction to search for a customer?

No. Customer Search works from the Retail Workspace at any time, so associates can look up a customer before starting a conversation.

Does Talkdesk for Stores replace our point-of-sale or CRM system?

No. Talkdesk for Stores does not replace your point-of-sale or CRM system. It connects the in-person interaction to the same customer record your contact center agents already use.

Is Talkdesk for Stores only for luxury or clienteling retail?

No. The core capabilities, customer search, visit tracking, unified history, and automated feedback, apply to any retailer with a physical store presence.

How do I get access to Talkdesk for Stores?

Talkdesk for Stores is in Preview. Reach out to your Account Executive or Customer Success Manager to confirm access for your account.

How can a customer book an appointment?

A customer can book an appointment themselves through any digital or voice channel using Talkdesk AI Agents, or a store associate can book one for them directly from the Workspace. Either way, the appointment appears automatically on the assigned associate's calendar. See here.