Customer care for retail and e-commerce
Where’s my order? Can I return this? Retail customers want quick, friendly answers on whichever channel they’re using. We help you give them, including at your busiest times of year.
Key customer moments
The moments where good service matters most in retail and e-commerce.
What we can run for you
Choose the services you need. Each client gets a dedicated team trained on its own products and policies.
Orders and delivery
Order status, delivery problems and changes, across chat, email, phone and messaging.
Returns and refunds
Returns, exchanges and refunds within the limits you set, aiming to resolve them in one contact.
Pre-sale questions
Product questions on chat and messaging that help shoppers buy with confidence.
Social media care
Replies to customer questions and complaints on your social channels, in your brand’s voice.
Peak-season capacity
Extra trained people for holidays, launches and sales, planned in advance.
Product and app support
Setup and troubleshooting for connected products and apps. About technical support.
Ready for your peaks
Holidays, launches and sales can multiply contact volumes. We plan extra trained capacity with you ahead of time; how much is available depends on notice and the agreement.
See how we approach data and remote-work security on our Security & Trust page.
How we work
A dedicated team
Sized to your volumes, typically with a team lead and a quality coach, and trained on your products, policies and tone of voice.
One owner per case
The professional who takes a case is responsible for seeing it through, so customers don’t repeat themselves.
Your tools
We aim to work inside the CRM, helpdesk and phone systems you already use, where access allows.
Start with a pilot
Begin with one channel or one customer journey, then expand when you’re ready.
Questions from retail and e-commerce teams
Can you handle seasonal peaks?
Yes, with notice. We agree peak plans in advance, including training extra people on your products and policies.
Can your team issue refunds?
Only within the limits and approval rules you set, using your systems.
Which channels do you cover?
Phone, email, live chat, messaging apps and social media, depending on what your customers use.
Talk to us about your customers
Tell us about your volumes and channels, and we’ll suggest a starting point.