Retail & E-commerce
pounds spent in UK retail now goes through a website or app
Source: Office for National Statistics, 2026
Retail & e-commerce
Your shop floor, website and contact centre are one customer journey
Customers switch between channels without thinking about it. Your technology has to keep up: fast checkout, stores that stay trading, and service that copes on the busiest day of the year. We find the right mix for your stores, sites and teams, and negotiate it on your behalf.
The customer journey
Every step runs on technology, and every step can lose a sale
Browse
Fast, reliable sites and live chat that answers product questions before the customer gives up.
Buy
Secure payments online, in store and over the phone, with card details kept out of your systems.
Deliver
Order updates by text, email or WhatsApp, so fewer customers need to call and ask.
Support
A contact centre that scales for peak, with AI handling routine questions like “where’s my order?”.
Return
Simple returns that update stock and refunds without anyone re-keying data.
In store and online
Two sides of the same till
In store
- Reliable connectivity and guest Wi-Fi at every branch
- Tills that keep taking payments if the main line drops
- Handhelds and tablets for staff, managed centrally
Online and contact centre
- Service on every channel, from one platform
- Agents added for peak in days, not weeks
- AI and self-service for the questions you answer all day
Peak season
Ready for Black Friday and Christmas?
Peak is where weak technology shows. If you can’t tick most of these, it’s worth a conversation before the next one.
Who it matters to
Can we cope with peak without hiring an army?
A scalable contact centre with self-service and AI taking the repetitive work.
What happens when a store’s line goes down?
Automatic backup connections, so tills and stock systems keep running.
How do we manage hundreds of sites and devices?
One view of every line, device and contract, with a single number to call.
Are we paying peak prices all year round?
Contracts that flex with seasonal volume, compared across the market.
What it costs
Our advice costs you nothing. When you buy through us, the supplier pays us a fee, on the same basis for every supplier we shortlist, so no one can pay for a better recommendation. If the right answer is to stay where you are, we’ll tell you.
Why Quetzel
We’ve worked inside the vendors and integrators that retailers buy from, so we know where contracts hide seasonal costs and which platforms really scale. We compare the whole market and stay involved through peak and beyond.
Questions we’re often asked
Can you help us prepare for peak trading?
Yes. We look at contact centre capacity, store connectivity and payment resilience, and plan changes well before your busiest weeks.
Do you work with pure online retailers?
Yes. For online-only businesses we focus on customer service, payments, cloud infrastructure and automation.
Can we keep our current tills and e-commerce platform?
Usually, yes. We look at what connects to your existing systems before recommending anything new.
How do we reduce “where’s my order?” calls?
Proactive order updates and self-service tracking, with AI answering routine questions, can take a large share of these contacts away from agents. We compare the options for your volumes.
Do you favour any vendor?
No. We compare across the market and every shortlisted supplier pays us on the same basis.
Where to next
Keep exploring
Services for retail and e-commerce
Contact centre software →Business connectivity →Business mobile & devices →Workflow automation & AI →
Marketplace
Committed to AWS, Microsoft or Google? Buy software through their marketplaces and count it towards what you’ve already agreed to spend.
How we work
From first conversation to go-live and beyond: 350+ vendors compared, contracts negotiated, and support after launch.
Other sectors