Ecommerce support
Email, live chat, where-is-my-order, returns and reviews for online stores, run as one team inside your helpdesk and your Shopify, so a customer gets one answer whichever way they ask.
- 20 min
- Median first response across every channel
- Up to 30%
- WISMO tickets removed with proactive updates
- One team
- Orders, returns, chat and reviews with no handoffs between vendors
Five jobs. One team, one rate.
One team covers all five, and you buy hours, not services. Start with the one that hurts most and add the rest whenever you are ready, at the same rate. Each has its own page for the detail.
WISMO and order tracking
Where is my order is usually half your inbox. We answer it in minutes, then remove it with proactive delay alerts and carrier escalations.
How we run itEmail support
A trained pod owns your shared inbox. Triage, replies, escalations and reporting, in a voice indistinguishable from your own team.
How we run itLive chat
Staffed chat during the hours your traffic converts, answering the questions that decide whether someone buys, books or enrols.
How we run itReturns and exchanges
Return authorisations, labels, exchange offers and refunds handled inside your policy, with every reason coded so merchandising can act on it.
How the work actually runs.
One queue, one voice
Every channel lands in your helpdesk and is answered by the same team from the same voice guide, so a customer who emails, then chats, then leaves a review meets one brand, not three vendors.
Fix the drivers, not just the tickets
Every ticket is tagged with why they wrote. Once a month you get the top drivers with a recommendation attached: a site fix, a policy change, an automation. Fewer tickets means fewer hours billed, and we would rather shrink the invoice.
Peak is a slider
Black Friday, a viral video, a delayed container. We staff up in days and back down after, with no severance and no idle seats in January.
What is included.
Orders and delivery
- Where is my order answered with the live tracking status, not a template
- Proactive delay alerts before the customer has to ask
- Carrier escalations, lost parcels and address changes chased to a resolution
Email and live chat
- Pre-purchase questions on sizing, stock and shipping that decide the sale
- Order edits, cancellations and discount codes applied inside your store
- Every reply in your voice guide, from the same named human agents every day
Returns and exchanges
- Return authorisations and labels issued inside your policy
- Exchange offers before refunds, so the revenue stays where it can
- Every return reason coded so merchandising can act on it
Reviews and social
- Product and marketplace reviews answered on your tone
- Instagram and Facebook DMs handled as support, not left to marketing
- A bad day caught before it becomes a public one
We work in your tools, not ours.
Your Shopify, WooCommerce or BigCommerce admin, your Gorgias or Zendesk, your ParcelPanel or AfterShip. One team works across all of them as named human agents, so an order question, a return and a review get the same answer.
Before you ask.
Do we have to buy all of it?
No. Most stores start with the channel that hurts most, usually WISMO or email, and add live chat, returns and reviews as the team earns it. Everything bills at the same rate, so adding a channel is a conversation, not a new contract.
Which stores and helpdesks do you work in?
Shopify, WooCommerce, BigCommerce and Etsy on the store side. Gorgias, Zendesk, Freshdesk, Help Scout and plain Gmail or Outlook for the inbox. ParcelPanel and AfterShip for tracking. All of it inside your accounts as named human agents.
Can you actually process refunds and edit orders?
Yes, inside the policy you set. You define the limits, we work within them and bring anything outside to you with a recommendation. That is the difference between resolving a ticket and relaying it.
Want the whole inbox handled?
Book thirty minutes and send your last three months of tickets. We will tell you how they split across orders, returns, chat and reviews, and what one team to cover all of it costs.