G2

Verified User in Mining & Metals

Small-Business (50 or fewer emp.)

10/25/2026

"Unified Customer Profiles and AI Guidance That Keep Retail Outreach on Track"

4/5

What do you like best about Endear?

I love Endear because it’s that AI clienteling platform built for retail store teams, pulling everything together into one single customer profile and telling us exactly who to reach out to, when, and what to say over text, email or WhatsApp. We had a really messy situation with one of our regular VIP retail clients out of Tucson last quarter that showed how broken our old way was. Before Endear, our sales associates kept customer notes on their personal phones, jotted preferences in separate POS spreadsheets, and sent follow-up texts from their own numbers. That Tucson customer came in looking for a limited-run metal decor piece, told our associate they only wanted a WhatsApp alert once new stock arrived, and didn’t want generic bulk emails. The associate wrote that note only on their personal phone and forgot to add it anywhere shared. A few weeks later, our mass marketing blast went out to their email, and they got annoyed because they’d explicitly asked not to be contacted that way. They backed out of reserving the item, and we lost a decent sale. That headache made me realize we needed a system that keeps customer preferences front and center for every store associate.

What I like most is that unified customer profile plus the AI guidance. Every shopper’s purchase history, in-store preferences, preferred messaging channel, and past conversations sit in one place. The AI sorts the queue automatically, flagging high-priority people to follow up instead of making us sift through hundreds of records manually. I can also set custom tags for things like preferred communication channel, size preference, and what items they’ve been waiting on. After that Tucson mix-up, I moved all our retail client profiles over into Endear. Now when a shopper tells us they only want texts, or they hate email blasts, we log it right on their profile. The AI respects that setting when it suggests outreach, so nobody sends the wrong message to the wrong person. All our associates work from the same profile, no more private notes locked on one employee’s device.

The built-in inbox for SMS, email and WhatsApp is such a big win. We don’t have to jump between three different apps to follow up with one customer. A few weeks back, a guest stopped by our store and asked us to alert them once we restocked our metal wall art. Endear’s AI flagged them as a priority lead and suggested a short WhatsApp message once inventory landed. We sent it right away, they came in the next day, and picked up the piece. That would’ve easily fallen through the cracks when we relied on sticky notes and personal reminders.

CSV bulk imports save me tons of time before big seasonal events. I pull our customer list from our POS, map all the preference tags, and load them into Endear in one go. If one of our part-time associates covers a shift, they can open a customer profile and instantly know what that shopper likes and which channel they prefer. We’re a small retail team, and we don’t have hours every day to dig through customer data. Endear’s whole point is to let our staff spend time selling instead of hunting for notes. It hasn’t eliminated all manual checks, but it stops those careless missteps where we ignore a customer’s explicit contact rules and hurt that personal connection we’re trying to build. It keeps our clienteling consistent and personalized across our whole store team. Review collected by and hosted on G2.com.

What do you dislike about Endear?

Honestly, Endear is really handy for our retail clienteling and personalized outreach, but there are some frustrating limits that create extra work for our team, and I had a pretty awkward run-in with that VIP customer from Tucson last month that made it obvious. I was bulk updating customer preference tags and preferred contact channels using CSV ahead of our new metal decor drop. I double checked every column header and matched the custom fields for their preferred messaging app and opt‑out rules, then uploaded the file. Most profiles updated correctly, but that Tucson customer’s “only WhatsApp” tag got wiped out. Our associate got an AI prompt from Endear to send them an email notification about the restock. The customer was immediately frustrated, said we ignored their request, and decided not to come in even though the item they wanted was in stock. Now I always save a full backup and test a tiny batch first before touching the whole customer list, which adds extra prep time every season.

The reporting tools are pretty limited for how we run our store operations. My manager asked me to pull a report that groups outreach results by customer preference, channel type, follow‑up status and attributed sale value. Endear’s filters don’t stack well enough to get that all in one view. I have to export outreach logs and customer records separately, then manually cross‑reference names and sales numbers in a spreadsheet. It eats up most of an afternoon, and it’s easy to mix up tags when we have hundreds of client profiles to sort through. I wish we could save custom report templates tailored to our store’s clienteling campaigns, instead of rebuilding everything from scratch each time.

I also wish the alert and AI suggestion rules were more adjustable. Right now, whenever a customer profile gets updated, the notification goes to every associate assigned to that store, and I can’t split them out. A couple weeks ago, I added a note that a shopper wanted us to hold off on outreach for two months. The update alert went to a part‑time associate who wasn’t familiar with that customer. They followed up with a text anyway, and the shopper reached out to complain. It would be great if I could route preference changes only to me, and sales opportunity alerts to the floor associates. Review collected by and hosted on G2.com.

What problems is Endear solving and how is that benefiting you?

Before Endear, our customer outreach was all over the place. Each sales associate kept their own notes, saved preferences on their personal phones, and messaged shoppers from separate apps. One person might know a customer hates emails and only wants WhatsApp alerts, but the rest of the team had no clue. That VIP guest from Tucson taught us just how messy that could get. He told our associate he onlywanted WhatsApp updates for our metal decor restocks, and that note lived only on that associate’s phone. Later, our AI outreach suggestion fired off an email to him, and he was upset we ignored his request. He passed on buying the piece he’d been waiting for, and that’s when I knew we needed a single shared customer profile system.

Endear fixed that by centralizing every shopper’s history, preferences and conversation threads in one profile, then using its AI to guide our team on who to reach out to, when and what channel to use. I added custom tags for preferred contact method, item interests, hold requests and outreach pause flags. After that Tucson incident, I made it a rule that every preference a customer shares gets logged straight into their Endear profile. The AI reads those tags before generating outreach prompts, so it won’t push an email to someone who explicitly said they only take texts or WhatsApp. All our store associates pull from the same profile, so no one works off private notes that nobody else can see.

I really appreciate the way it brings email, text and WhatsApp messages into one shared inbox. We don’t have to jump between different apps to keep up with the same customer. A few weeks back, a regular shopper came in looking for a specific metal sculpture and asked us to reach out once it arrived. We logged that interest on their profile. When the shipment landed, Endear flagged them as a priority and suggested a WhatsApp message. We sent it out right away, they came in and purchased it, and we didn’t have to rely on one person’s memory to follow up. That would’ve easily slipped through the cracks in our old setup.

CSV bulk imports are a lifesaver ahead of our seasonal launches. I upload our existing customer list from our POS, all their tags and past purchase details preloaded, so profiles are ready before we start outreach. Every conversation, note and AI outreach suggestion stays attached to the customer record. If one associate covers another’s shift, they can open the profile and know exactly what the shopper likes and how they want to be contacted, no long back-and-forth required.

We’re a small retail operation, and we don’t have a dedicated marketing team spending all day sorting customer lists. Endear’s AI clienteling takes most of that heavy lifting off our plate. It hasn’t removed every manual check entirely, but it stops those avoidable missteps where we message customers the wrong way and chip away at that personal trust we work hard to build. It keeps our clienteling consistent and personalized across every member of our sales floor. Review collected by and hosted on G2.com.