Transforming Online Marketplaces with Trust, Efficiency, and CX at Scale
16%
Reduction in reverse logistics costs
3%
Increase in product revenues
11%
Uplift in CX scores
$300M
Annual cost savings by reducing product returns
20+
160M+
CX interactions annually
Core Solution Components
Sutherland’s solution for Digital Transformation in Retail & Marketplace focuses on shifting traditional contact-center operations from cost centers to value-driving ecosystems. It bridges physical retail (stores/Click & Collect), online e-commerce, and third-party marketplace seller operations into a unified, digital-first experience
Insight & Design Labs
Uses human-centered design, mystery shopping, and behavioral data to identify friction hotspots in multi-tier journeys (homeowners vs. trade/contractors vs. sellers).
Impact: Eliminates avoidable contact demand and maps seamless, persona-driven pathways before operational scaling.
Omnichannel Agentic AI
Deploys intelligent bots across voice, chat, email, and social messaging to handle routine, transactional queries (e.g., order tracking, delivery delays, returns).
Impact: Achieves high zero-touch resolution rates (up to ~49%) while smoothly escalating complex issues with full context to live specialists.
Support Services
Dedicated B2B/merchant support covering the entire seller lifecycle—onboarding, product catalog data management, platform assistance, and order resolution.
Impact: Enables rapid expansion of 3rd-party product listings while maintaining brand quality and seller satisfaction.
Real-time Agent Assist
Equips front-line agents with AI-driven next-best-action prompts, real-time translated communications, and dynamic knowledge base tools.
Impact: Reduces Average Handling Time (AHT), speeds up onboarding, and ensures consistent quality across complex retail policies.
Proactive Demand Reduction
Employs speech and interaction analytics to uncover root-cause operational issues (such as delayed dispatch, damaged shipments, or billing confusion).
Impact: Feeds actionable insights back into business, logistics, and merchant teams to prevent customer issues before they happen.
Uses human-centered design, mystery shopping, and behavioral data to identify friction hotspots in multi-tier journeys (homeowners vs. trade/contractors vs. sellers).
Impact: Eliminates avoidable contact demand and maps seamless, persona-driven pathways before operational scaling.
Deploys intelligent bots across voice, chat, email, and social messaging to handle routine, transactional queries (e.g., order tracking, delivery delays, returns).
Impact: Achieves high zero-touch resolution rates (up to ~49%) while smoothly escalating complex issues with full context to live specialists.
Dedicated B2B/merchant support covering the entire seller lifecycle—onboarding, product catalog data management, platform assistance, and order resolution.
Impact: Enables rapid expansion of 3rd-party product listings while maintaining brand quality and seller satisfaction.
Equips front-line agents with AI-driven next-best-action prompts, real-time translated communications, and dynamic knowledge base tools.
Impact: Reduces Average Handling Time (AHT), speeds up onboarding, and ensures consistent quality across complex retail policies.
Employs speech and interaction analytics to uncover root-cause operational issues (such as delayed dispatch, damaged shipments, or billing confusion).
Impact: Feeds actionable insights back into business, logistics, and merchant teams to prevent customer issues before they happen.
Case Studies
Return cost optimization — global online marketplace elevates CX with intelligent automation
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Why Sutherland
Marketplace outcomes
Delivered 16% lower reverse logistics costs, 3% product revenue lift, and an 11% reduction in CX scope uplift.
Customer effort improvement
Achieved a 31% improvement in customer effort through intelligent automation and streamlined CX operations.
Reduced product returns
Generated $300M in annual cost savings by reimagining content strategy to reduce product returns.
Trust & Safety at scale
Brings 20+ years of experience, support across 20+ languages, and operations spanning 15 locations.
Sutherland Connect®
Enables platform-led omnichannel CX by unifying customer interactions and service delivery across channels.
SmartLeap® HelpTree
Uses knowledge intelligence to improve agent guidance, accelerate resolution, and deliver more consistent customer support.