For online shops
Grow the shop, not the backlog.
The work around each order decides whether customers buy, and whether they come back. It is also what piles up when things get busy.
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What we do
Every order can bring a question before it, a delivery to chase and a return to handle. Each one needs somebody to see it through.
Which parts we take on is up to you
It could be your customer service, by email, chat and phone. It could be your social messages and comments, the returns and refunds, the claims for lost and damaged parcels, or replies to your public reviews.
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.
A shop’s customers get in touch before they buy, while they wait and once the parcel has landed. What they ask at each point rarely changes.
Shoppers
Before they buy, often at night
- Is it in stock, and when is it back?
- Will it get here in time, and what does delivery cost?
- Sizes, materials, whether it works with what they have
- A discount code that won’t apply
- A payment that failed, or went through twice
Customers waiting
Between checkout and the doorstep
- Where is my order?
- It says delivered, and it isn’t here
- It’s late, or the tracking has stopped moving
- Change the address, or cancel, before it goes out
- When is my pre-order coming?
Recent customers
Once the parcel has arrived
- The wrong item, or something missing
- Damaged in the post
- How do I return or exchange this?
- Where is my refund?
- A complaint, or a review left in public
What we’d take on.
One of these or several, done in your shop’s name and in the systems you already run on.
- Customer serviceEmail, chat or the phone, answered with the order open beside the conversation.
- Social messages and commentsQuestions in your DMs and under your posts, answered where they’re asked.
- Orders and deliveriesTracking looked up, the courier chased, and an address corrected or an order cancelled before it goes out, to your rules.
- Returns, exchanges and refundsReturns set up and labels sent. Refunds and replacements made as far as you want the team to go, and the rest brought to you.
- Courier claimsLost and damaged parcels claimed for, with the evidence the courier asks for.
- Review repliesPublic reviews replied to, and what they keep saying passed back to you.
Order corrected · Saturday, 21:40
Flat number left off at checkout
- Asked
- To add the flat number to the address
- Not yet with the warehouse, so corrected on the order
- Confirmation sent to the email on the order
To you
Customers in flats keep leaving the number off. Your checkout has a single address line, with no separate place for it.
Corrected in your shop system before it went out
More than “where’s my order?”
And the things you hadn’t thought to ask for.
Perhaps you came about the inbox. This is what else we could run for you, set up, or plan with you.
- We set it up
Every channel in one queue
Email, chat and the social and marketplace messages your helpdesk can connect, in one place, with the order beside each and one person answering it.
Helpdesk set-up - We set it up
“Where’s my order?”, answered at once
An AI agent for the routine order questions, working from information you’ve checked and handing over to a person when it isn’t routine.
AI for customer service - We set it up
Your returns policy, as steps to follow
What to refund, what to replace, when to ask for a photo and when to say no, written down once and signed off by you.
Processes and knowledge base - We run it
Your marketplace messages as well
Buyer messages on the marketplaces you sell through, answered in each marketplace’s own tools.
Customer service - We run it
Listings kept right
Product details corrected and pre-order dates kept current, across your shop and anywhere else you sell, starting with the listings a marketplace has flagged and the mistakes customers point out.
Product listings - We plan it with you
Before the next jump in orders
A look at how the work moves through the shop today, and what to change before the volume does.
Consultancy
One steep climb, at the same time every year.
Peak runs from Black Friday to the last order dates, and it still catches shops out. Cover for it is planned with you ahead of time, working back from the date you need people ready.
Contact, week by week
An illustration
- January returns
- A mid-year sale
- Black Friday to Christmas
Out of nowhere
- A discount code that doesn’t work, on the day everyone tries it
- A sale that does better than anyone planned for
- A mention from someone with a big following, and a week of orders in a day
The team behind it.
Your customers deal with your shop, through a team working to your policies and in your systems.
Hired, led and coached by us
Trained on your range and your policies before they answer a customer. Each team has a team lead whose job is coaching.
How we workOne location, chosen with you
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’ details
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 online shops are likely to ask first.
What kind of work can you help us with?
It could be customer service by email, chat and phone, your social messages and comments, order and delivery questions, returns and refunds, courier claims, or replies to your reviews. 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 weeks around peak?
Yes. It could be the hours your own people are offline, or the weeks from Black Friday to the January returns, planned with you ahead of time.
Does the team make refunds and send replacements, or bring them to us?
That is yours to set, and it is written down before the team starts. The team can refund or replace up to a limit you’ve set. Or you can keep every refund yourselves.
Will the team work in our shop’s own systems?
Yes. That might be a shop platform with a helpdesk beside it, a shared mailbox or something built in-house. 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 does the team learn our products?
Through training, before anyone answers 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 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 deal with our courier directly?
Yes, with access to your courier account or its tracking pages. The team can trace a parcel, chase one that’s late and claim for one that’s lost or damaged, so the customer isn’t sent off to ring the courier themselves.
What if the work I need help with isn’t listed here?
Tell us about it. This page covers the work online shops are most likely to need, not everything we do. If the work follows a process and happens in an inbox, on a marketplace or in your shop’s 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.
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