Connecting the helpful place
Unify your store, empower your team and uphold the Ace promise with the only smart retail communications solution built for the modern frontline.
How x-hoppers transforms the Ace experience
Being “helpful” is more than a slogan — it’s your competitive advantage. But it’s hard to be helpful if you can’t access the answers. x‑hoppers transforms your store into a truly connected environment, linking every associate via wireless headsets that empower them to solve complex problems in seconds. Finally you have all the tools to ensure your team stays connected, informed and focused on helping your customers.
Request a call
Schedule a live demo and we’ll answer any questions you have.
What is x‑hoppers?
x‑hoppers is a smart retail communications solution with AI assistance, designed to improve store operations and customer experience.
Powered by Wildix, a leading unified communications (UC) vendor with over 20 years of industry experience, x‑hoppers connects store associates to their in‑store colleagues and the wider business through a combination of wireless headsets, a mobile app, smart call points, telephony and AI‑driven features.
With over 500 ready-to-go integrations, x‑hoppers provides all the tools retailers need to connect teams, train staff faster and serve customers smarter.
Powered by Wildix, a leading unified communications (UC) vendor with over 20 years of industry experience, x‑hoppers connects store associates to their in‑store colleagues and the wider business through a combination of wireless headsets, a mobile app, smart call points, telephony and AI‑driven features.
With over 500 ready-to-go integrations, x‑hoppers provides all the tools retailers need to connect teams, train staff faster and serve customers smarter.
Why Ace Hardware owners choose x‑hoppers
Real-time collaboration
Need loading assistance or a price check? A simple question into the headset lets your associates connect to their team instantly, turning a two-person job into a seamless task.
On-demand expertise
With “dial-by-name,” associates can instantly call a specialist to get the right answer in seconds from anywhere in store, without ever leaving the customer’s side.
Faster response times
Turn any shelf label or service area into a digital call point. With just a quick scan of a QR code, your team receives an instant, private alert in their headsets, eliminating loud overhead paging and ensuring no customer is left waiting.
Real-time visibility for managers
Whether you’re in the back office or off-site, the x-hoppers web and mobile apps let you schedule messages or check in with the team wherever you are.
Smart insights for a smarter store
Our analytics dashboard captures every interaction, giving you the predictive insights you need to optimize your team’s performance and drive more sales.
Truly connected
stores
Connect your entire ecosystem. Link your headsets to your POS, IoT alerts and task management tools to create a responsive store where your systems and your team work in perfect sync.
Already signed up?
Access your x-hoppers welcome kit here.
Ready to connect your store?
We’re ready to help! But before you request a quote, please make sure you have the following information ready, so our team can get you started:
“Initial 24‑month term with automatic 12‑month renewals, terminable with 30 days’ written email notice before the end of the current term.”
Headset and licenses count
The maximum number of employees who’ll need a headset during your busiest shift and the total number of manager licenses needed.
What’s the difference?
- Sales floor licenses (headset included) - Headsets can be shared, but ensure you have enough for all associates during peak times.
- Manager/leadership licences (headset not included) - Manager or Leader licenses are assigned to individual users and cannot be shared or transferred. These licenses allow managers to access analytics, revenue intelligence, message scheduling and other advanced web-based features. It also includes push-to-talk on mobile to communicate with headset users.
Hardware inventory
The make, model and total number of PoE (Power over Ethernet)
switches currently in your store.
Connectivity details
Your type of wired internet connection (e.g., fiber, cable) and your current upload/download speeds. (Not sure of the speed? Test it now: speedtest.net)
Store layout
Site plan documents and photos of the areas that need coverage, including basements, outdoor buildings, store floor exteriors, parking lots, garden centers, lumber yards and propane tank areas.
x-hoppers FAQs for Ace Hardware
What is x-hoppers?
x-hoppers is an in-store communications solution built around push-to-talk headsets for associates, bringing the whole store together seamlessly. Each team member enjoys instant voice communication with colleagues, alongside customer interaction features like help requests (via QR codes), with future integrations with Ace’s Mobile Assistant App.
What headset styles are available?
Our lightweight headsets come in two comfortable styles, over-head or neckbands.
How many headsets do I need?
Each associate should have their own headband and foam cover, headsets can be shared. To determine how many headsets you need, make sure you have enough to cover all associates during peak periods. For example, if your busiest day is Saturday with 10 employees who require headsets, then you’ll need 10 headsets for full coverage.
Can I add more headsets at a later date?
Yes, operators will be able to submit for additional headsets through their assigned account executive.
Can I wear headsets on either ear?
Yes, the headsets are fully reversible for either ear. Just like people have a dominant hand, most have a dominant ear (typically the one you hold your phone to). We recommend wearing the headset on your non-dominant ear (usually left for most people) to keep your preferred ear free for direct customer conversations.
How is x-hoppers different from radios?
Unlike traditional radios or PA systems that allow only one-at-a-time or store-wide communication, x-hoppers enables clear, multi-way conversations between teams through lightweight headsets. It replaces outdated, noisy channels with private, instant talk and adds smart features like AI alerts and integrations.
How do customers interact?
QR codes can be positioned around the store, when a customer scans a QR code, a message is played into the headset to inform users that a customer requires assistance, for example, in the key cutting area.
How does it improve customer experience?
x-hoppers boosts customer experience by enabling faster response times through instant headset alerts, providing immediate answers to product or stock queries via AI and freeing staff from screens or admin so they spend more time serving customers personally.
What type of data will I have access to as a retailer?
x-hoppers provides a live dashboard for manager license holders which tracks employee talk time, notification response rates, QR code scans, top customer queries, average response times, headset adoption, broadcast patterns and store comparisons. These metrics prove gains in productivity, customer service and help replicate your top-performing store behaviors.
How does this help during staff shortages?
x-hoppers helps teams stay efficient during staff shortages by enabling instant communication, reducing walking time with targeted alerts and supporting hands-free workflows. This allows fewer staff to do more while maintaining smooth operations and strong customer service. Soon, AI-powered support via Hey ARMA will also provide instant answers to fill knowledge gaps on the shop floor.
What training do store associates and managers need, and how long does it take to become comfortable with the system?
Store associates and managers will have access to x-hoppers training guides and videos to get them up to speed right away. The system is so intuitive, just 3 buttons to learn, so teams are comfortable in minutes.
What is the typical rollout model?
Once the Ace operator submits the order form, the x-hoppers team reviews the details and sends the agreement for electronic signature. After the agreement is signed, a kickoff call is scheduled to review the site survey and confirm the installation date. From order submission to go-live, customers should expect an implementation timeline of approximately 17–21 days, depending on site readiness and scheduling.
Does it require store WiFi?
The headsets use a dedicated wireless infrastructure called DECT, which is separate from WiFi. However, your store will need a strong internet signal to connect to the base stations. Additionally, the mobile app needs either WiFi or mobile data to work.
Where is data stored?
Flexible options based on your deployment: cloud-hosted, regional-hosted or enterprise architecture. Choose what best fits your Ace Hardware operations.
Is data encrypted?
Yes. Encryption in transit and at rest (deployment dependent).
Does x-hoppers store customer personal data?
No, x-hoppers can operate fully without storing any PII, keeping your operations privacy-first.
Does it meet U.S. privacy requirements?
Yes. Configurable deployments support CCPA, state privacy laws and enterprise security standards for U.S. retail operations.
How are devices managed?
Through central provisioning, firmware updates, device tracking and remote configuration, keeping your Ace Hardware headsets always optimized and hassle-free.
What happens if a device fails?
Our HWaaS model covers replacements and full lifecycle management, ensuring minimal downtime for your Ace Hardware store. If this does occur, please contact the support team tech.support@x-hoppers.com.
What do I do with my old radios and headsets?
Ace recommends salvaging them to make a few good sets for back-up if the power / internet goes down. The rest can be discarded or recycled based on local environmental rules or sold on your favorite reseller site.
See it in action:
Discover how one Ace franchisee reduced customer waiting times and transformed their store operations.
David Hedrick
Owner Barr’s Ace Hardware
When we first moved into the building, it was very chaotic. We had inventory in boxes in the parking lot. With the headsets, we could stay inside with a customer and speak to someone else outside, tell them what the customer needed and they could grab the stuff right away.
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