Ecommerce customer service, handled inside your helpdesk
Your customers want to know where their order is, how to send it back and when the refund lands. Our Tétouan team answers in your brand voice across email, chat, social messages and phone, during UK or US hours.
What we handle for online shops
Before the order
- Product, sizing and stock questions
- Pre-sale live chat on your store
- Discount code and checkout problems
- Wholesale and B2B enquiries routed to you
After the order
- Where-is-my-order (WISMO) tracking
- Address changes and cancellations
- Returns, exchanges and refunds within your limits
- Subscription pauses, swaps and skips
When things go wrong
- Lost and damaged parcel claims with Royal Mail, Evri, DPD, UPS, USPS and FedEx
- Chargeback evidence packs
- Complaint escalations
- Replies to reviews and social comments
Planned for peak season
We plan Black Friday to January in September, before the first backlog builds.
- Extra seats recruited in September and trained in October on your current macros
- A backlog target agreed in advance, such as every ticket answered within 24 hours
- Saturday and Sunday cover for the busiest weekends
- Surge seats released in February, with no penalty
Tools we already know
Agents work in your accounts with logins you control. If you use something we haven't listed, we train on it during the setup fortnight.
What you'll see every week
A scorecard in your inbox each Monday, and a short end-of-day summary in a shared Slack channel.
| Measure | What it tells you | Typical target we agree |
|---|---|---|
| First response time | How long customers wait for a first human reply | Under 1 hour on chat-adjacent email, under 60 seconds on live chat |
| Full resolution time | How long it takes to close the issue | Under 24 hours for most order issues |
| CSAT | How customers rate the conversation | 90% or higher |
| One-touch resolution | Tickets closed with a single reply | Agreed after the first two weeks |
| Quality score | Our QA review of accuracy, tone and policy | 90% or higher |
Ecommerce support questions
Can your agents issue refunds?
Yes, within limits you set. A common setup is refunds up to a set value without approval, and anything above that flagged to your team in Slack.
Do you work in Gorgias and Shopify?
Yes. Agents work in your Gorgias or Zendesk account with Shopify order data alongside, and use your macros and tags so reporting stays clean.
Can you answer Amazon buyer messages?
Yes. We work through user permissions in Seller Central and keep to Amazon's 24-hour response expectation.
Do you write in UK or US English?
Whichever your customers use. Agents are trained on your spelling, tone and sign-off, and our QA checks it.
How many tickets can one agent handle?
It depends on your contact mix and how much your tools automate. For planning, we use your own handle times from the first two weeks of the pilot, then size the team from real data.