E-commerce customer service outsourcing for UK online shops
Fast, friendly answers about orders, returns and delivery bring customers back. We handle the messages so you can focus on products and marketing.
Support that scales with your orders
Order volumes spike with campaigns, Black Friday and the Christmas peak. We provide flexible capacity for email, chat, phone and marketplace messages, in your shop’s tone and in your customers’ languages.
- Order status, delivery and returns enquiries
- Marketplace and social messages in one queue
- Peak-season and campaign overflow
- Polite, on-brand replies to complaints
E-commerce customer service: services
Order enquiries
Where is my parcel, how do I change my order.
Returns and refunds
Processing steps and customer updates.
Chat and social
Quick replies 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.
Built around UK working days
Practical advantages for companies operating in the United Kingdom.
Our teams in Prague and Bucharest are one and two hours ahead of UK time, so UK working days overlap almost entirely. Coverage hours are agreed with you.
Pricing is quoted in GBP, per task, per hour, per contact or as a dedicated team, so there are no currency surprises.
We scale up for campaigns and seasonal peaks, and scale down afterwards.
What UK clients ask us for
- Delivery delays and tracking questions
- Product information and sizing advice
- Returns and exchanges
- Review and complaint follow-ups
Pay per task, per hour, per contact or with a dedicated team, quoted in pounds after a short scoping call.
From first call to a running team
Scope
Channels, order volumes and languages.
Policies
Returns, delivery and tone guidelines.
Pilot
Handle a portion of messages.
Scale
Flexible capacity for peaks.
E-commerce customer service in the UK: answers
Can you handle the Christmas peak?
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?
In pounds, per contact, per order handled, per hour or with a dedicated team.
More UK services
Multilingual customer support
Since Brexit, selling to the EU often means answering customers in their own language. Our team speaks…
Read moreOutsourced contact centre
Phone, email, chat and tickets answered by a trained, multilingual team working to UK business hours.…
Read moreVirtual call centre
Get a trained team answering your customers without renting premises, buying equipment or recruiting…
Read more
Otar guides new customers from the first call to going live: setup, data import and team training.
otar.p [at] saas-performance.comLooking for e-commerce customer service in the UK?
Tell us your channels, volumes and hours. We will reply with a clear proposal and a quote in pounds.
Get a quote in GBP