Support That Keeps Up With Your Store
Pre-purchase questions answered while the customer is still on the page, and post-purchase queues that stay clear.
What we usually hear
Two thirds of your support volume is "where is my order" — and it arrives at midnight, on weekends and during every promotion. Meanwhile the pre-purchase chat that would have converted goes unanswered.
Where a crew fits
A dedicated crew clears the repetitive post-purchase volume and staffs pre-purchase chat during the hours your customers actually shop, working inside the helpdesk you already use.
What agents handle in ecommerce
Scope is agreed in writing during onboarding. These are the tasks that come up most often.
Live chat
Staffed website chat answering pre-purchase and post-purchase questions.
Order status
Tracking, delivery timelines and fulfilment questions.
Basic returns
Returns and exchange handling within your published policy.
FAQ handling
The repetitive questions that make up most of the queue.
Product information
Specifications, sizing, compatibility and availability from approved material.
Ticket support
Helpdesk queue coverage with consistent tagging.
Email support
Written support handled to your response-time target.
Escalation
Damaged goods, complaints and exceptions routed to your team by rule.
Where agents sit in the process
Your version of this is agreed during onboarding. This is the shape it usually takes.
- Customer contacts Through chat, email or the helpdesk, at any hour.
- Agent identifies the order Locating the record in your ecommerce platform or helpdesk.
- Resolves Status, tracking, returns and product questions handled from approved answers and policy.
- Escalates exceptions Damage, disputes and goodwill decisions go to your team.
- Tags and closes Consistent categorisation so your reporting means something.
Services that fit this industry
Live Chat Support
Agents staff your website chat, answer questions in the moment and capture the details your sales team needs.
From $2.99/hrEmail & Ticket Support
Agents work your support inbox and helpdesk queue, replying accurately and keeping the backlog under control.
From $2.99/hrInbound Customer Support
Dedicated agents answer your incoming calls, resolve routine questions and document every conversation in your systems.
From $4.99/hrAfter-Hours Support
Evening, overnight and weekend coverage across calls, chat and tickets.
From $4.99/hrOverflow Support
Standby agents handle the contacts your internal team cannot reach in time.
From $4.99/hrWorth reading before you start
How Many Customer Support Agents Does My Business Need?
A step-by-step method for turning your contact volume and handling time into an honest agent count, including why the naive calculation understates it.
8 min readRead →How Much Does Outsourced Customer Support Cost?
The pricing models providers use, what moves the rate, which costs sit outside the hourly rate, and how to compare two quotes that look different on purpose.
9 min readRead →What Does a Dedicated Support Agent Do?
What "dedicated" actually means, an hour-by-hour view of the work, and the boundaries worth setting before an agent starts.
7 min readRead →See exactly how this team gets built
Discovery, team design, agent selection, training, launch, QA, reporting and scaling — every stage has its own page.
What agents will not do
Being explicit about the boundary protects you as much as us. These limits are written into the script before a single conversation happens.
- Refund and goodwill limits are set by you in writing; agents work strictly within them.
- Agents do not process card payments by default. Payment handling requires separate agreement and controls.
- Peak trading periods need capacity planned in advance — training a new agent during Black Friday does not work.
Ecommerce FAQs
Can agents issue refunds in Shopify or our platform?
Within the limits you define. Many stores permit refunds under a set value and escalate anything above it. Permissions in your platform should reflect that boundary.
Can you cover Black Friday and peak season?
Yes, if it is planned ahead. Extra agents need training time, so peak capacity should be agreed weeks before the peak, not during it.
Do agents work in our helpdesk or yours?
Yours. Agents use accounts you create in your existing helpdesk, so your data and your history stay in one place.