E-commerce
Support that protects the order and the review.
Dedicated agents for online stores: where-is-my-order, returns, pre-sales chat and marketplace messages, on your customers' hours, with peak-season capacity planned in advance.
What Usually Brings People Here
Holiday volume
November and December triple the tickets and every late reply becomes a one-star review.
Pre-sales questions going cold
A chat answered in four hours is a sale lost to someone who answered in forty seconds.
Marketplace SLAs
Amazon, eBay and Etsy response windows do not care that it is the weekend.
By the Numbers
1 teamChat, email, phone and marketplace messages from one product-trained team
PeakHoliday and launch coverage planned and staffed ahead of time
WeeklyQA on sampled conversations, scored for accuracy and tone
What We Run for E-commerce
Four ways we plug in.
Order and returns supportWhere-is-my-order, changes, returns and refunds handled inside Gorgias, Zendesk, Shopify Inbox or your helpdesk.How it works
Pre-sales live chatProduct questions answered quickly enough to convert.How it works
Marketplace messagingAmazon, eBay and Etsy buyer messages within SLA, including weekends by arrangement.How it works
Peak-season teamsExtra trained agents for Q4, launches and sales events, planned with you in advance.How it works
How Every Team Is Run
The part most vendors skip.
Whatever the campaign, the operating system underneath is the same. It is why clients stay.
- A named team lead who owns your campaign and joins your weekly call
- Weekly QA: calls or tickets pulled for every agent and scored against a written card
- Scores shared with you in the same week they are given to the agent
- Daily reporting in a format you can check without asking
- Your tools, your data: we work inside your CRM, dialer or helpdesk
- Confidentiality agreements signed by every agent; least-privilege access you control
Frequently Asked
E-commerce questions we hear most.
Which helpdesks do you work in?−
Whatever you run today, for example Gorgias, Zendesk, Freshdesk, Shopify Inbox or HubSpot. We work in your system so your customer history stays yours.
Can you handle refunds and order changes directly?+
Within the limits you set. We agree what agents can do without approval (for example refunds under a threshold) and what must be escalated, and we log every action.
How far ahead do we need to plan for Q4?+
Ideally eight to ten weeks, so agents are trained and shadowed before the volume arrives. Shorter is possible for existing clients.
Have you worked with e-commerce brands before?+
Yes, including a phone-refurbishment retailer whose logo appears on our home page. We are happy to describe that work on a call.
Top Rated Plus
Agency status on Upwork
100%
Job Success Score
376
Jobs completed
50+
Agents on the floor
Since 2021
Serving US, UK, EU, CA & UAE clients