Which ecommerce platforms do you support?

We support Shopify, Magento, WooCommerce, Salesforce Commerce Cloud and custom ecommerce platforms.

What support channels do you cover?

We deliver omnichannel customer support including email, live chat, phone support, and social media messaging.

How do you ensure service quality?

We operate based on defined SLAs and KPIs such as First Response Time, CSAT, quality assurance scores, and escalation procedures.

How is pricing structured?

Pricing depends on volume, channels, languages and service complexity, with flexible monthly pricing models.

Is customer data secure?

Yes. We operate under GDPR compliance with strict data protection and access control policies.

Ecommerce

Q: Is your ecommerce support multilingual?

Yes. We provide multilingual customer support across major European languages.

Ecommerce Customer Support Outsourcing (Multilingual & Omnichannel)

We provide scalable ecommerce customer support outsourcing for fast-growing online retailers across multiple channels and languages.

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Who This Service Is For

Ecommerce brands and marketplaces
Monthly volumes from 5,000 to 500,000+ interactions
Voice, email, live chat and social media support
Multilingual and cross-border operations

Our Ecommerce Support Process

Discovery and requirements analysis
Dedicated team setup and training
Tool integration and knowledge base creation
Pilot and quality calibration
Go-live and performance optimization
Ongoing reporting and improvement

SLAs and Performance Metrics

First Response Time (FRT)
Average Handling Time (AHT)
Customer Satisfaction Score (CSAT)
Quality Assurance (QA) score
Escalation and resolution time

Technology Stack

We work with leading customer support and contact center platforms to ensure performance, scalability and full visibility.

CRM systems
Ticketing platforms
IVR and call routing
Call recording and monitoring
Omnichannel support tools

Case Studies

Leading Ecommerce Retailer (EU Market)
Implemented multilingual ecommerce customer support across 5 markets. Consequently, customer satisfaction increased by 21% while average handling time decreased by 24% within 90 days.

Online Marketplace Platform
Launched omnichannel support including chat, email, and social messaging. As a result, first response time improved by 35% and SLA compliance reached 96% in the first quarter.

Direct-to-Consumer Brand
Integrated order support and post-purchase assistance with proactive outreach. Therefore, repeat purchase rate grew by 18% and cart abandonment dropped by 14%.

SECURITY

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We are very attentive to the privacy and security of your customers’ data and, in addition being compliant with the Data Protection Regulation (EU) 2016/679 or GDPR (General Data Protection Regulation) in regard with the Article 28 as “Processor”, in addition to the classic open space we also offer our customers the opportunity to choose private environments for the performance of their work.

Frequently Asked Questions

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General Ecommerce Questions

What ecommerce support services do you provide?

We provide outsourced customer support for ecommerce brands, including email, live chat, phone, social media, refunds, returns, and order management.

Is your ecommerce support multilingual?

Yes. We offer multilingual customer support across major European languages.

How long does onboarding take?

Onboarding typically takes between 2 and 4 weeks depending on complexity and volume.

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Service Quality & Security

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Our team manages both small and large volumes of non-stop calls, 24 hours a day, 7 days a week, to consolidate a reliable image of your business. We provide multilingual support in over 20 active languages, with the ability to scale up to 30+ languages depending on project requirements. We are ready to work with all your clients, regardless their needs.

Our over 12 years experience in the e-commerce call center and many satisfied customers are the guarantee of the highest quality of our services.

CONTACT US NOW

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For a no-obligation free trial, we’ll be happy to evaluate our possible contribution to your specific needs and arrange the details together for a winning combination.