E-commerce Support

Overview

What we deliver

We handle order questions, returns, and pre-sales chat for e-commerce stores so shoppers get fast answers and your team can focus on growth.

We run end-to-end customer support for e-commerce brands across email, chat, voice, and social. Our agents work inside your help desk and store admin to answer product questions, process returns and refunds, track shipments, resolve carrier issues, and recover abandoned carts. We staff against your order volume and seasonal peaks, so wait times stay short during sales events and holiday spikes. Coverage runs business hours, extended hours, or full 24×7 depending on your geography and SKU mix. We document every workflow in your knowledge base, train agents on brand voice and policy, and report on contact reasons each week so you can fix product or process issues at the source. The result is a support function that protects revenue, reduces refund rates, and keeps shoppers coming back.

Fit Check

Built for teams like yours

Who it's for

DTC brands
Shopify merchants
Marketplace sellers
Subscription box companies
Online retailers scaling support

Pain points we solve

Long response times during sales peaks
Backlogged tickets after promotions
High return and refund rates
Lost carts from unanswered chats
Limited after-hours coverage

What's included

Capabilities

Everything we cover in this engagement.

Order status and tracking inquiries
Returns, exchanges, and refund processing
Pre-sales chat and product questions
Cart recovery and checkout assistance
Carrier and shipping issue resolution
Review and reputation responses
Fraud and chargeback triage
Holiday and peak season scaling

How we work

Our process

A clear, predictable path from kickoff to outcomes.

01

Store and tool audit

We review your store, help desk, and current contact reasons.

02

Playbook build

We document policies, macros, and escalation paths in your tools.

03

Agent onboarding

We train a dedicated team on your products, voice, and systems.

04

Go live

We take queues live across email, chat, voice, and social channels.

05

Weekly tuning

We review contact drivers and refine macros, staffing, and routing.

What you get

Deliverables & outcomes

What you get

Trained dedicated agent pod
Help desk macros and tag taxonomy
Knowledge base articles
Weekly performance report
Contact reason analysis
Peak season staffing plan

Outcomes you can expect

Faster first response times
Lower refund and return rates
Higher CSAT and review scores
Reduced cart abandonment
Stable coverage during peaks

Timeline

Live in 3 to 4 weeks

Engagement

Monthly retainer, Project, Sprint

Tools we use

Zendesk, Gorgias, Shopify, Gladly, Klaviyo

KPIs we track

First response time, CSAT, resolution rate, refund rate, contacts per order

Client stories

What clients say

"

Two weeks before our seed round we still did not have a defensible model. Their fractional CFO rebuilt our three-statement forecast, pressure-tested the assumptions, and walked me through every line before the partner meeting. We closed 1.4M on the terms we wanted. The investor specifically called out how clean the financials looked compared to the last five decks she had seen.

Hannah B.

"

Holiday season was about to break us. We needed 22 agents in six weeks and our internal hiring pipeline could not move that fast. They staffed it, trained on our tone guide, and ran nesting alongside our senior reps. CSAT actually went up by three points during peak. First Q4 in four years my support lead took her vacation.

Tom H.

Proof