Support Solutions for Convenience Stores

About RetailRapidReply™ powered by Callzilla

Callzilla was founded 20 years ago as a boutique outsourced contact center, built on the principle of delivering top-notch service with speed, precision, and quality. Today, technology and Artificial Intelligence play an increasing role in the solutions we offer, helping our clients automate processes, resolve issues faster, and deliver exceptional customer and internal support experiences.

Headquartered in Miramar, Florida, Callzilla operates live-agent contact center solutions from nearshore Colombia and offshore South Africa. We proudly serve multiple industries, including Convenience Stores, Retail, Consumer Packaged Goods (CPG), eCommerce, Direct-to-Consumer (D2C), Healthcare, Information Technology, and Entertainment & Media.

Convenience store retailers and gas stations, like all businesses, benefit from investing in customer experience and in providing support for their employees. RapidRetailReply by Callzilla empowers convenience stores and gas stations to deliver real-time customer support, answering questions, resolving issues, and capturing feedback through complaints or requests. At the same time, retailers leverage RapidRetailReply to offer employees easy access to tools for troubleshooting equipment, addressing store infrastructure problems, and getting timely answers that keep operations running smoothly.

Support is available to retailers and gas stations through both live agent service centers and advanced Artificial Intelligence (AI), with 24x7x365 coverage in multiple languages. Service is delivered seamlessly across communication channels, including phone, live chat, SMS, email, ticketing systems, case management, review sites, social media, and WhatsApp.

We cover all communication channels customers expect from their favorite brands:

Voice (phone)

Live chat

SMS

Email

Social media

(TikTok, Snapchat, Facebook, Instagram, X)

Review sites

Voicebots & Chatbots

IVR & Conversational AI

Languages of service include English, Spanish, French, Portuguese, Italian, German, Dutch, Mandarin, Hindi, and Arabic, delivered through a combination of highly trained live agents and real-time AI translation capabilities.

Stay ahead of customer needs,

unlock RetailRapidReply™ by Callzilla today.

Services Offered to Convenience Store Owners and Operators

Callzilla partners with the convenience store industry to deliver comprehensive employee and customer support across all communication channels, eliminating the cost and complexity of staffing, training, and managing these functions internally. We provide high-quality, low-attrition live agents who handle employee and customer inquiries, issues, and requests related to:

In-Store experience

Store Assistance

Employee Assistance

Fuel rewards/loyalty

Any other factors impacting the overall guest experience

Mobile app assistance

Food ordering and quality

Training

HR/Payroll

How-To

Find out why top convenience store brands trust RetailRapidReply by Callzilla.

Omnichannel Inbound Support

Callzilla provides robust inbound support across all major communication channels, ensuring customers can connect with convenience stores through their preferred method. This includes phone support, as well as text-based channels such as SMS, live chat, email, and ticketing systems. We also manage social media interactions and online reviews, creating a consistent and positive brand experience.

To enhance self-service and automation, Callzilla deploys AI-powered chatbots, voicebots, IVR systems, and Conversational AI solutions, reducing wait times and improving resolution speed without sacrificing quality.

AI-Driven Quality Monitoring and Analytics

Callzilla leverages the power of Artificial Intelligence in Quality Monitoring to go beyond basic service evaluations. Our systems analyze not only what customers said but also what they meant, capturing sentiment, intent, and satisfaction levels. Using advanced text and speech analytics, we track keywords, recurring trends, and correlations between complaints, suggestions, and compliments. These insights are linked to specific stores, employees, regions, product SKUs, brands, and entire lines of business, providing owners and operators with a detailed map of customer experience drivers.

This intelligence allows convenience store operators to make data-driven decisions, identify emerging issues, and act proactively before problems escalate. Our detailed reporting uncovers patterns in customer behavior, promotional response, and operational gaps, offering actionable insights for continuous improvement.

Services Offered to Convenience Store Owners and Operators

To maximize efficiency, Callzilla equips its contact center teams with supplemental tools that allow for quick information retrieval and fast processing of requests, questions, and problems. This ensures resolutions are delivered in the shortest possible time, minimizing customer frustration and improving loyalty. When deployed at the right touchpoints, these tools empower customers to feel heard, valued, and cared for, ultimately boosting retention and lifetime value.

24/7 Internal Help Desk for Store Operations

Beyond customer-facing support, Callzilla provides around-the-clock assistance to convenience store staff through a live agent and technology-driven internal Help Desk. Our team helps employees troubleshoot operational challenges such as POS system errors, fuel dispenser issues, inventory discrepancies, mobile application malfunctions, and food service equipment problems, all of which can disrupt the in-store experience if not resolved quickly.

By handling these issues remotely, we reduce downtime, improve staff productivity, and prevent revenue loss, giving store teams more time to focus on serving customers.

Human Resource and Administrative Support

Callzilla also manages employee HR-related inquiries, such as payroll, scheduling, benefits, and compliance questions, as well as basic administrative tasks that often take up valuable time for store managers. By outsourcing these repetitive, high-volume processes, convenience store operators avoid the cost of hiring additional staff for low-complexity functions, reducing overhead while improving internal efficiency.

Actionable Insights and Trend Reporting

Every interaction captured by Callzilla becomes a source of business intelligence. Through customized dashboards and trend reports, we help operators identify opportunities for improved promotions, optimized staffing, enhanced loyalty programs, and operational efficiency. This visibility transforms customer support from a cost center into a strategic advantage.

Stay ahead of customer needs,

unlock RetailRapidReply™ by Callzilla today.

Leadership Team

Robert Hampton – Advisor

Kevin Farley – Advisor

Neal Topf – Advisor

Certifications and Memberships

The live answering services at Callzilla are compliant with IQNET.

All services, include our live answering services, are HIPPA compliant.

IT Help Desk Call Centers: FAQs

What types of support services do you offer for convenience stores?

We take calls from your customers 24×365. These can be any types of calls: questions, problems, complaints, praises, etc. We can either open a ticket or escalate it immediately depending on how you want it handled.
We act as first-tier support for your retail store operations, taking all types of calls ranging from needing a repair dispatch, problems with a point of sale and even spot training for new customer service reps who are stuck. You provide the guidelines and instruction, and we will take it from there.
We take calls for your loyalty program. Depending on how you want it handled, we can either make it right over the phone or open a ticket and route to your team (or your loyalty provider’s team).
We act as first-tier support for your internal departments like HR and benefits. We can handle the flood of calls during peak times of the year (like open enrollment) and answer the typical questions that bog down your departments. Anything outside our scope, we can open a ticket and route to the appropriate team. We will ensure no matter what time of day or day of week, your employees and customers will always have a live person to speak with to ensure greatest level of service.

Do you provide assistance for both customers and store employees?

Yes, we do this 24 hours a day every day of the year. We work with you to define the guidelines, rules, and escalations that you know best to serve your customers and employees.

Is your support available 24/7, including weekends and holidays?

Yes, we are always available including holidays.

How do you ensure compliance with store-specific SOPs?

We work with you to define and implement your specific procedures. We leverage state-of-the-art technology that will monitor the call between your staff and our agent and ensure we are following your instructional guidelines. Every single interaction with your employees and customers is monitored and scored for quality assurance. You have the ability to see these scores on a dashboard as well.