P5How we deliver · National retailers
How does a retailer sell more online and answer “where is my order?” at any hour?
eCommerce, AI customer service and growth for retailers
For a retailer that has outgrown its online shop, with stock going wrong between shops and the warehouse and customer service swamped by order-status emails, we rebuild the shop, join it to stock and fulfilment, add an AI customer service agent, and grow traffic through SEO, AI search and paid campaigns.
- Who it is for
- National retailers
- Sector
- Retail and eCommerce
- Size
- Mid-size business
- Services
- 5 services, joined up
P5.1
The usual starting point
The online shop is slow on phones and hard to change, and every promotion needs a developer.
Stock is updated by hand between the shops, the warehouse and the website, so customers sometimes buy items that have already sold.
Customer service spends most of its day answering the same questions about orders, deliveries and returns.
Paid ads and search are run separately, with no clear view of which bring in profitable customers.
P5.2
The system at a glance
What we build, what it connects to, and who uses it.
What we buildSearch and ads
Search and ads · SEO, GEO, paid
We build and look after this part.
- 05 · Launch A migration that keeps search: AI search (GEO) and SEO
- 06 · Grow Campaigns that pay: Digital marketing
- 07 · Grow Category pages and buying guides: AI search (GEO) and SEO
The diagram in words
- Search and ads, SEO, GEO, paid (what we build)
- Online shop, fast checkout (what we build)
- Stock system, shops and web (existing system)
- Warehouse, pick and pack (existing system)
- Couriers, tracking (existing system)
- Shopper, any hour (people)
- AI agent, orders, returns (what we build)
- Service team, hand-offs (people)
Connections:
- Search and ads → Online shop
- Online shop → Stock system
- Stock system → Warehouse
- Warehouse → Couriers
- Shopper → AI agent
- AI agent → Service team (AI at work)
- AI agent → Stock system (AI at work)
P5.3
How we deliver it, stage by stage
Discovery, build, launch, grow and ongoing: each step and the service behind it.
- 01 · Discovery · Shop and data review
eCommerce website design
Review analytics, the checkout, the product data and the systems behind the shop, and agree which problems are costing the most sales.
Touches: Online shop
- 02 · Build · A new online shop
eCommerce website design
Rebuild the shop on a modern eCommerce platform with fast product pages, better search and filters, a simpler checkout, and promotions the trading team can set up themselves.
Touches: Online shop, Shopper
- 03 · Build · Stock and fulfilment
API development and integration
Connect the shop to the stock system, the warehouse and the couriers, so stock levels, dispatch and tracking update automatically across every channel.
Touches: Stock system, Warehouse, Couriers
- 04 · Build · AI customer service agent
AI agents
Build an AI agent that answers order, delivery and returns questions from live order data, starts returns within the retailer's policy, and hands anything else to the team with the conversation attached.
Touches: AI agent, Service team
- 05 · Launch · A migration that keeps search
AI search (GEO) and SEO
Map every old address to its new page, keep product and category content, and add structured data so products show clearly in Google and AI shopping answers.
Touches: Search and ads, Online shop
- 06 · Grow · Campaigns that pay
Digital marketing
Join up paid search, shopping ads and email around margin rather than clicks, with a report the trading team reads every week.
Touches: Search and ads
- 07 · Grow · Category pages and buying guides
AI search (GEO) and SEO
Write category pages and buying guides around the way people actually search for what the retailer sells, and keep them current with the seasons.
Touches: Search and ads, Online shop
- 08 · Ongoing · Agent review
AI agents
Review the agent's conversations and hand-offs each month, adding answers and policies as the range and the seasons change.
Touches: AI agent, Service team
P5.4
How the services connect
Why one partner across every stage matters.
- The AI agent answers from the same live order and stock data the integrations keep up to date, so what it tells a customer is what the warehouse sees.
- SEO is planned with the new shop, not after it, so the migration keeps the search visibility the business already has.
- Campaigns use the clean product feed the integration produces, so ads never promote items that are out of stock.
P5.5
How we work with your team
- Governance
- Weekly stand-ups with the eCommerce, trading and customer service leads, and a release calendar that avoids the busiest trading weeks.
- Data protection
- Customer data handled under UK GDPR, the agent limited to a customer's own orders after verification, and card details kept with the payment provider.
- Accessibility
- The shop, including the checkout, designed and tested to WCAG 2.2 AA.
- With their team
- Train the trading team to run promotions, content and campaigns without waiting on developers.
P5.6
What you get
- Customers see accurate stock online, and sales in the shops and online no longer clash.
- Customers get answers about their orders at any hour, and the service team spends its time on questions that need a person.
- The trading team launches promotions and content themselves.
- The move to the new shop keeps the search visibility the business has built up.
Built for small teams too. An independent shop can start with a fast online shop and an order-help agent, and add marketing later.
P5.8
What you can check
The standing promises behind this work, and where to read them.
Accessibility to WCAG 2.2 AA
We design and test to WCAG 2.2 AA, by keyboard and screen reader as well as by tools, and help you keep an accessibility statement.
How we work →UK GDPR and DPIAs
Personal data is part of the specification: what is processed, why, where and for how long. We help you run a DPIA when a project needs one.
Security and trust →Hosting region
Hosting in UK data centres or on your own infrastructure, and AI providers set up not to train on your data.
DevOps and hosting →Handover documents
Code in your repositories, plus a runbook and documentation written as we go, so your own team or another supplier could pick it up.
Code ownership →Support terms
Support with agreed response times, monitoring and security updates, set out before work starts.
Support and maintenance →We run this ourselves
DeskZap is hosted, monitored and supported by us, so the way we look after your system is how we look after our own.
See DeskZap →
P5.9
Technology and timescale
A rebuild planned around trading peaks, then monthly growth work.
P5.10
Services covered
T+99Next step
Talk it through with us
A free 30-minute first chat, with no obligation. Tell us what is getting in the way; we tell you honestly what we would do, roughly what it would take, and whether it is worth doing at all.