For fashion and beauty brands
The drop, the DMs, the returns. Any of it, in your name.
What you sell has to fit or suit the person wearing it. Helping each customer get that right is what keeps them buying from you.
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What we do
Customers ask which size or shade to choose, where their order has got to, and how to send something back. Each one needs answering where it was asked.
Which parts we take on is up to you
It could be your Instagram and TikTok messages and comments. It could be the size, fit and shade questions before an order, the returns and exchanges after it, or a record of what customers say about fit.
We can also set up and plan
If you need it, we can set up what the work runs on, for instance your helpdesk, your reporting, or your processes mapped out end to end, improved and written down. And we can work with you to plan how your operations should run, now or in the future.
Who gets in touch, and why.
Fashion and beauty customers ask before they commit, and again when something isn’t right. A lot of it arrives in your messages and comments, not your inbox.
People choosing
In your DMs, often in the evening
- What size should I get? How does it fit?
- Which shade suits me?
- What’s in it? Is it vegan, or fragrance-free?
- Is it in stock, and when is it back?
- When does the new collection go live?
People with an order
From checkout until it arrives
- Where is my order?
- Can I change the size, or cancel?
- My discount code or my points didn’t apply
- When is my pre-order coming?
People sending it back
In the days after it arrives
- I’d like to return it, or swap it
- Where is my refund?
- A fault, like a broken zip or a pump that doesn’t work
- It doesn’t look like it did in the photos
What we’d take on.
Whichever of these you choose, one or several, in your brand’s name and in the systems you already use.
- Size, fit and shade questionsAnswered from your size guide, your measurements and your shade guidance, before the order is placed.
- Social messages and commentsInstagram and TikTok messages and comments answered where they’re asked, and anything that isn’t a customer question passed to you.
- Orders and deliveriesTracking checked, the courier chased, orders changed before they go out, and pre-order customers kept informed.
- Returns, exchanges and refundsHandled through your returns process, with an exchange offered first where you’d prefer that. Faults logged with photos.
- What customers say about fitWhat customers tell the team about fit, shade and quality noted against the product, and reported to you beside the reasons your returns process already collects.
Shade question · A beauty brand
“Which shade of the skin tint am I?”
- Asked what they wear now, and how it looks on them
- Two shades suggested, from your shade guide
- Told how returns work once a product is opened
To you
People keep asking which of the same two shades to choose. A side-by-side photo on the product page would answer it.
Answered in the thread it was asked in
The rest of a brand’s operation
And the things you hadn’t thought to ask for.
If it was the DMs or the returns that brought you here, there is more we could run, set up or plan with you.
- We set it up
A size guide everyone answers from
Your measurements, fit notes and shade guidance in one place and kept current as the range changes, so two people give the same answer.
Processes and knowledge base - We set it up
Returns by product and by reason
One view of what is coming back and why, built on the reasons your returns process collects and what customers tell the team, so you can see what to change in the range, the photos or the size guide.
Reporting - We set it up
Comments, DMs and email together
The channels your helpdesk can connect in one place, so a customer who asks in two places gets one answer.
Helpdesk set-up - We run it
Reviews answered where they’re left
Public reviews replied to, the unhappy ones included, and what they keep saying passed back to you.
Review replies - We run it
Customers’ photos and reviews, checked
What customers send in for your product pages checked against your rules before it appears there.
Content moderation - We plan it with you
Before the next season, or the next market
How the work should be organised as the brand grows, and what to put in place first.
Consultancy
The sale isn’t the end of it
Follow one dress there and back.
Some of what a fashion or beauty brand sells will always come back. This is one order from the size question to the return, with what the customer asks at each point and what the team does about it.
Choosing a size
Between two sizes, with a wedding in three weeks.
The customer asks
“I’m usually a 12. Does this one come up small?”
The team
Answers from your size guide and the dress’s own measurements.
Waiting for it
Ordered, and counting the days.
The customer asks
“Will it be here by Friday?”
The team
Checks the tracking, and passes on what your courier is saying.
Trying it on
It fits everywhere but the shoulders.
The customer asks
“Can I swap it for the next size up?”
The team
Sets up the exchange, where you’d sooner offer that than a refund.
Sending it back
The first dress is in the post.
The customer asks
“Has my return arrived?”
The team
Confirms it, and records “tight across the shoulders” against the dress, for you to see.
The team behind it.
Your customers deal with your brand throughout. The team works to your guidance and in your systems.
Our people, and ours to lead
Trained on your range, your size guide and your tone of voice before they reply to anyone. Led by team leads whose job is coaching.
How we workWhere the team is
In one of our three locations, in the Philippines, Portugal or Ireland. Which one depends on the hours, the languages and the work you need, and we settle it with you at the start.
Where we workYour customers’ data
Named logins, access only to what the work needs, and one client’s information never visible to another client’s team.
Security and data protection
Questions, answered.
The things fashion and beauty brands are likely to ask first.
What kind of work can you help us with?
It could be your social messages and comments, size, fit and shade questions, order and delivery questions, returns, exchanges and refunds, or a record of what customers say about fit. We can also set up what that work runs on, and work with you to plan how it should run. Whether that’s one part or several is up to you.
How do we get started?
With a conversation about your operation and what you need. From there, we work out together where we can help and what comes next.How we work
Is there a minimum team size?
No. It can be a single person or an enterprise-scale operation. We build the structure around the work, whatever its size.
Can you cover just evenings, weekends or the week of a launch?
Yes. It could be the hours your own people are offline, or a drop or a sale you can see coming, planned with you ahead of the date.
Does the team make refunds and exchanges, or bring them to us?
That is yours to set, and it is written down before the team starts. The team can refund or exchange whatever your policy covers. Or you can keep every refund yourselves.
Will the team work in our own systems?
Yes. That might be a shop platform with a helpdesk beside it, a returns system and the tool you answer social messages in. The team works in whatever you run on. Each person needs a login of their own in each, which is yours to give, because we don’t work from a shared password.
How will the team learn our sizing, and how each piece fits?
Through training, before anyone replies to a customer. How that training happens depends on what material you already have, how soon you need people, and how much of it you want to run yourselves. New pieces and new products are trained in as they arrive.How we work
How do we know how it’s going?
Real pieces of work are reviewed against your process, and what the reviews find goes into each person’s coaching. You get regular reporting on how the work is going, what we’ve found and what we’re doing about it.How we work
Can the team answer our Instagram and TikTok messages and comments?
Yes. They work from your guidance on how you speak to customers, and from replies you’re happy with. If that isn’t written down yet, we’ll help you put it into words. Anything that isn’t a customer question comes to you, such as a press enquiry or a creator asking to work with you.
Can the team answer our customers in other languages?
Yes, in the main European languages, from native speakers. Which languages you need is one of the things that decides where your work runs from.Where we work
What if the work I need help with isn’t listed here?
Tell us about it. This page covers the work fashion and beauty brands are most likely to need, not everything we do. If the work follows a process and happens in an inbox, on your social channels or in your systems, there’s a good chance we can take it on. If it isn’t one for us, we’ll say so.Tell us about your business
How much does it cost?
It depends on the kinds of work, the hours you want covered and the languages you need. We work it out with you once we understand your operation.
More for retailers and online brands.
- Retail and ecommerceThe whole group, from online shops to furniture and electronics brands.
- Customer serviceEmail, chat, phone and messages, answered in your name.
- Social media inboxesComments and messages on your social channels, answered as your brand.
- All industriesThe other kinds of business we work with.
Let's talk.
Tell us what's going on. If we're not the right fit, we'll point you to someone we trust.
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