E-commerce customer support outsourcing that protects your reviews
Fast, friendly answers about orders, returns and delivery make customers come back. We handle the messages so you can focus on products and marketing.
Support that scales with your orders
Order volumes spike with campaigns and seasons. We provide flexible capacity for email, chat, phone and marketplace messages, in your store’s tone and in your customers’ languages.
- Order status, delivery and return questions
- Marketplace and social messages in one queue
- Peak-season and campaign overflow
- Polite, on-brand answers to complaints
E-commerce customer support: services
Order inquiries
Where is my parcel, how do I change my order.
Returns & refunds
Processing steps and customer updates.
Chat & social
Quick replies to messages across channels.
Phone support
Calls answered in your customers’ languages.
Marketplace messages
Replies on third-party marketplaces.
Back-office tasks
Order checks, data entry and status updates.
Work we take off your plate
- Shipping delays and tracking questions
- Product information and size or compatibility advice
- Return and exchange handling
- Review and complaint follow-ups
Pay per task, per hour, per contact or with a dedicated team. We quote after a short scoping call.
From first call to a running team
Scope
Channels, order volumes and languages.
Policies
Returns, shipping and tone guidelines.
Pilot
Handle a portion of messages.
Scale
Flexible capacity for peaks.
E-commerce customer support: answers
Can you handle peak season?
Yes. We scale capacity for campaigns and seasonal peaks, and reduce it afterwards.
Which channels do you cover?
Email, chat, phone, social and marketplace messaging, combined in one queue if you wish.
Can you answer in our customers’ languages?
Our team speaks around 15 languages. We confirm the languages you need during scoping.
How do you price e-commerce support?
Per contact, per order handled, per hour or with a dedicated team.
More contact center services
Outsourced contact center
Phone, email, chat and tickets — the full omnichannel service.
Read moreMultilingual customer support
Customers answered in their own language, on every channel.
Read moreVirtual call center
Remote agents on calls, chat and email — no setup on your side.
Read moreOutsourced email support
Email handled, triaged and followed up by a trained team.
Read more
Otar guides new customers from the first call to going live: setup, data import and team training.
otar.p [at] saas-performance.comNeed help with e-commerce customer support?
Tell us your channels, volumes and languages. We will reply with a clear proposal and pricing options.
Book a free demo