Customer support for your ecommerce, without adding headcount
No lock-in · 90-day guarantee · Reply within 24 h
In a normal season it is manageable. In peak season it is not.
Tickets multiply in November and December, the team answers at night, and January's returns drag on into February. Adding headcount for a three-month peak does not add up, and when the peak passes you are left with the structure.
What it does
Incoming tickets: email, chat, forms and social
Order tracking and carrier incidents
Returns handled according to your policy
Pre-sales questions about product, stock and delivery times
Escalation of what it cannot resolve, with the context already gathered
What it does not do
We say it so there are no surprises: it does not make outbound sales calls, it does not run your social channels as a marketing channel, and it does not make commercial decisions without a written policy from you.
Tools
It works in whichever helpdesk you already use: Gorgias, Zendesk, Freshdesk, Zoho, Intercom or Front. We do not ask you to change systems or add one of ours.
What you will measure
Volume handled, first response time, resolution time, escalation rate and your customers' satisfaction. It reaches you in a report every month, without asking.
How it starts
You tell us your volume
A 30-minute call to understand how many tickets you get, through which channels, and what is going unanswered.
We present candidates
Profiles we have already assessed, within 15 working days. You choose.
It starts with support alongside
Training on your product and your returns policy in the first week, with replies reviewed before sending until there is autonomy.
You get a report every month
Volume, first response time, resolution and escalations. You know what is happening without having to ask.