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When every service moment shapes CX

A single interaction can be the difference between repeat business and a one-time transaction. Bucher + Suter builds connected contact center environments for CX-obsessed retailers.

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Customer Story: One Platform, Fully Connected Service Across Channels

Coop: 18 years. 360 agents. One connected service operation.

Coop is one of Switzerland's largest retailers, serving customers across 14 regional cooperatives unified under a single brand. Since 2006, Bucher + Suter has run the backbone of Coop's contact center operations through Cisco Unified Contact Center Enterprise, omnichannel routing, and the b+s Connects integration that ties everything to Coop's CRM.

• 360+ customer support agents on the platform
• One routing layer for phone, email, web chat, and SMS
• Full customer context across all service channels

Making service part of the buying experience

Get the service conversation wrong and the next purchase doesn't happen. PwC's Customer Experience Survey found that 29% of consumers have stopped buying from a brand because of poor customer experience, either online or in-person.

Promotional spikes arrive faster than staffing can adjust

Promotions and seasonal events can multiply inbound volume within hours. The team has to absorb that load without service degradation.

Customers cross channels mid-purchase and expect continuity

A chat switches to phone when the cart breaks. By the time the customer emails about a return, they expect service to know their full story.

Service blurs into sales and fulfillment on the same call

Retail conversations often move between order status, inventory, and account questions on a single call. Agents need those systems in the same workspace.

Speed and cost-to-serve pull in opposite directions

Long handle times erode margin. Cutting them by routing harder affects CSAT. Efficiency has to come from the systems agents use, not from pressure on agents themselves.

Connected retail service starts with connected systems

Bucher + Suter ties digital channels and contact center routing into the backend systems retail teams already depend on, so the operation can run from a single source of customer truth.

Conversations that carry context across channels

Whether the customer started in chat or called when the cart broke, the agent picks up where the conversation left off. The customer doesn't repeat themselves, and the agent doesn't work blind. Our CRM integrations bring the order, account, and history into the agent workspace.

Automation that absorbs routine inquiries and hands off the rest

Conversational AI handles the routine work it handles reliably, like order status checks and return initiation, and routes everything else into the contact center with full context already attached. The customer never has to start over.

Promotional and seasonal peaks that resolve without service degradation

The operation absorbs campaign volume and the seasonal surges that come with retail's calendar. Digital channels flex to where customers actually are, while contact center business intelligence gives supervisors the visibility to see pressure points before they affect customers.

Learn more about Bucher + Suter for retail

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