In today’s dynamic and digitally saturated marketplace, customer retention in retail is under more pressure than ever. Despite growing investments in rewards programs, omnichannel journeys, and personalization engines, many brands...
Read MorePurpose-Built for Retail.
Powered by AI.

Your AI-Powered Customer Experience. Unified
Today’s customer expects more — not just across touchpoints, but through them. Zence connects your entire retail ecosystem — loyalty, marketing, service, feedback, and data — into one seamless CX platform. Whether it’s an online browse, an in-store visit, or a WhatsApp chat, we power consistent, intelligent journeys that convert walk-ins into loyalists and data into action. One platform. Every customer moment. Connected.
The Zence Customer Experience Suite – Retail
Marketing Automation
Lead Management Capture, qualify & convert walk-ins and digital leads into loyal shoppers
Lead Management
Capture, qualify & convert walk-ins and digital leads into loyal shoppers
Customer Data Platform (CDP)
Track purchase history, channel preferences & engagement — all in one unified profile
Service Bot
AI-powered bot for 24x7 query resolution, product discovery, and assisted shopping
Loyalty
Tiered programs, point-based rewards, and referral benefits — customized for your retail brand
Feedback & Ticketing
Collect feedback, resolve issues & close service loops — before the shopper walks out
WhatsApp Commerce
Enable catalogs, conversations & commerce on the go — convenient for both stores & customers
Digital Receipt
Eco-friendly receipts with links to reviews, offers & reorders — sent via WhatsApp | SMS | Email
Unlocking Connected CX for the Iconic Brands






Customer Journey
Unified CX, Every Step of the Way


Acquisition
Leads | Loyalty
Understand preferences, personalize experiences, and convert leads into loyalists

Growth
Loyalty | Campaign | Analytics
Unlock deeper engagement through rewards, personalization, and seamless journeys

Retention
Analytics | Campaigns | VoC | Loyalty
Use analytics to predict churn and trigger timely win-back and loyalty actions


Activation
Campaign | Loyalty
Drive first transactions and re-engage dormant users using targeted campaigns

Engagement
Campaign | Analytics | Loyalty | VoC
Turn feedback and interactions into meaningful, omnichannel conversations
Zence CRM for Retail: Designed to Power Every Customer Touchpoint
Zence is built to support the complete retail value chain — from checkout counters to customer care, from
inventory management to omnichannel engagement.
- All Departments
- Customer - Facing
- Operations
Billing Checkout
- Point of Sale (POS) | In-store billing
- Online payment gateways
- E-receipts and transaction history
- Personalized upsell/cross-sell recommendations
DIGITAL PRESENCE & ENGAGEMENT
- Websites & e-commerce platforms
- Mobile apps (retail-specific
features like AR try-on) - Microsites for campaigns
MARKETING & CAMPAIGNS
- Segmented marketing campaigns
- Personalized offers and promotions
- Campaign ROI tracking
CUSTOMER LOYALTY & RETENTION
- Loyalty programs (points, tier systems)
- Instant rewards and cashback offers
- Unified loyalty wallet
- Real-time points redemption
across channels
CUSTOMER FEEDBACK & SUPPORT
- Post-purchase surveys
- Support ticketing systems (online/offline)
- Chatbots and WhatsApp for support
- Sentiment analysis and
feedback trends
CUSTOMER EXPERIENCE (CX)
- Personalized recommendations
- Omnichannel experience (seamless online-offline integration)
- CX scoring and customer
journey mapping - Predictive analytics for
proactive engagement
INVENTORY & SUPPLY CHAIN
- Real-time stock tracking
- Automated replenishment systems
- Notification of back-in-stock
items to customers
OPERATIONS & LOGISTICS
- Delivery tracking systems
- Pickup-in-store options
- Order tracking updates
to customers
See What’s Trending
How a CDP helps Businesses create better Customer Experiences
When your customer data lives in silos, your experience does too. And that’s exactly what today’s customers don’t tolerate. They expect brands to recognize them across channels, remember past interactions,...
Read MoreHow to Handle Customer Complaints (the Smart Way) — Tools and Tactics That Actually Work
No matter how stellar your product or service is, handling customer complaints is inevitable. But the real question modern businesses face is this: how to manage customer feedback in a...
Read MoreFrom Browsing to Buying: How Zence uses AI to personalize every touchpoint in real time
In a world where customer attention spans are shrinking and expectations are rising, personalization has become more than just a marketing buzzword—it’s the foundation of meaningful brand relationships. And today,...
Read MoreAI Sentiment Analysis & Emotion Detection: How Zence Turns Raw Feedback into Intelligent Action
In today’s omnichannel retail landscape, managing customer issues isn’t just about logging complaints, it’s about understanding the why behind them. Traditional feedback capture or sentiment tracking systems like survey forms,...
Read MoreHow Smarter Customer Feedback Management Turns Post-Purchase Insights into Repeated Sales
A sale isn’t the end of the customer journey; it’s the start of an ongoing conversation. Brands that listen to what customers say after a purchase and act on it...
Read More