RETAIL & ECOMMERCE

Retail moves. So does your support.

Omnichannel queue for retail and eCom. Every channel, one view, same agent.

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10+ CHANNELS10DLC SMSSHOPIFY NATIVESHARED MEMORY
BF
BrightField · Inbox
1 thread · 4 channels · 1 customer
SHARED MEMORY
Where's my order #4827?
Mon
Following up on my return
Tue
Got the label, thanks
Tue
Quick call about exchange
Wed
STATUS Q&A · DEFLECTED
~40%
✓
CHANNELS

Where your customers actually message you.

All channels unified in one AI omnichannel contact center — no switching tabs, no missed messages.

Voice & IVR
LIVE
"Press 1 for order status…"
SMS & MMS
LIVE
"Your order #4827 shipped!"
WhatsApp
LIVE
"Where's my return label?"
Instagram DMs
"Loved the new collection!"
Website Chatbot
LIVE
"Order status: Out for delivery"
Email
"Re: Return request #R-221"
ABANDONED CART

Abandoned cart SMS that actually converts.

Recovery via SMS hits double-digit conversion rates at major US retail leaders. Our bulk SMS marketing platform handles 10DLC registration during onboarding. Cart triggers pull from Shopify, BigCommerce, and WooCommerce natively — no developer time, no missed carts.

SMS RECOVERY · 7 DAYS
Cart abandoned1,840
SMS sent (10DLC)1,840
Replied or clicked612
Recovered to order294
16% recovery via SMS — Shopify cart triggers, native
OPERATIONS

Built for how retail actually runs.

ORDER STATUS
~40%
Order status without another login.
Chatbot queries Shopify, BigCommerce, or WooCommerce directly. No login flow — status Q&A volume drops 40% in month one.
RETURNS
Self
Returns that do not require an agent.
Customers get a label, tracking, and refund ETA through the chatbot — no human touch. Support teams focus on conversations that matter.
PEAK SEASON
BFCM
Peak-season scaling without a hire.
Black Friday volume absorbs through virtual hold and AI Receptionist overflow. SLAs hold without tripling headcount for four weeks.
MARKETING + SUPPORT

Marketing and support share one inbox.

SMS marketing campaigns and support replies land in the same contact record. A customer who replied to a promo gets routed with context when they ask about an order. The wall between marketing automation and contact center stops existing.

JD
Jordan Davis
4 orders · LTV $312 · Brightfield
360°
PROMOMar 12
Replied to Spring 25% promo
ORDERMar 12
Placed order #4827 — $89
WHATSAPPMar 14
Where's my order? (WhatsApp)
RESOLVEDMar 14
Resolved by Maya in 4 min

USE CASES

Every retail moment that needs the right message.

One platform handling every customer touchpoint — from the first promo to the post-purchase follow-up.

Flash Sales & Promotions

Bulk SMS campaigns to segmented customer lists drive 3× click-through vs email — scheduled in advance or sent in real time.

Bulk SMSSegmented listsScheduled sends
Abandoned Cart Recovery

Automated SMS and WhatsApp sequences trigger within minutes of abandonment, recovering revenue without any manual effort.

Automated sequencesWhatsAppRevenue recovery
Post-purchase Support

A unified agent inbox handles returns, exchanges, and order tracking questions across SMS, chat, and WhatsApp in one view.

Unified inboxReturns & exchangesOrder tracking
Loyalty & Rewards

Personalized offers and reward point updates sent via SMS or WhatsApp keep customers engaged between purchases.

Personalized offersReward updatesRe-engagement
Omnichannel Inbox

Every customer message — regardless of channel — lands in one shared workspace so your team never misses a conversation.

All channelsShared workspaceNo missed messages
Seasonal Campaigns

BFCM, holiday promos, and event-triggered sends managed from one dashboard with real-time delivery and open-rate reporting.

BFCM campaignsHoliday promosDelivery reporting

From retail and eCom

Every channel. Same agent. More orders.

Shopify, BigCommerce, and WooCommerce brands already running on Softtop.

16%
Cart Recovery

"SMS and MMS on the same seat as our phones means updates go out on the channel customers actually answer. Our abandoned cart recovery finally earned its keep."

M
Maya Patel
CX Lead, BrightField eCom
FAQ

Retail, answered.

Shopify, WhatsApp, 10DLC, chatbot, and BFCM scaling — the common ones.

Yes. Native app with order, customer, and cart sync. BigCommerce and WooCommerce also native.
Yes. Full WhatsApp Business API integration. Meta conversation fees pass through at cost.
Yes. Native integrations with major eCom platforms. No developer work required to surface order or tracking data.
Yes. Brand and campaign registration filed through The Campaign Registry. Government fees pass through at cost.
Yes. Marketing SMS and support replies share the same contact record. Shared memory eliminates the silo between promo and support.

One queue. Every channel. More sales.

14-day free trial. No credit card required.