Track order inquiries, return requests, delivery issues, product defects, and price adjustments across every retail and e-commerce customer interaction.
Retail contact centers are early warning systems — if you're listening. A spike in delivery issue conversations on a Tuesday isn't a customer service problem; it's a logistics problem surfacing through customer conversations. A pattern of product defect calls isn't an agent performance issue; it's a supplier quality issue that your contact center detected first.
Compass turns every customer conversation into operational intelligence. Beyond evaluating how agents handle returns, order inquiries, and complaints, it reveals the upstream patterns that create those conversations in the first place.
In e-commerce, the post-purchase experience often matters more than the purchase itself. How a return is handled, how a delivery issue is resolved, whether a price adjustment request is met with flexibility or friction — these moments determine repeat purchase rates more than any marketing campaign.
Compass evaluates these moments at scale, identifying where your operation creates loyalty and where it creates churn — across every interaction, not just the ones that generate complaints.
The signals below detect patterns specific to e-commerce and retail customer conversations. They complement universal signals for agent performance, resolution quality, and customer experience.
