Grow fast without your reviews getting worse
Multichannel support, live chat, catalogue and back-office teams added in weeks — so a good month doesn't turn into a support backlog and a run of two-star reviews.
Book a 20-minute callEcommerce grows in steps, not curves
Hiring is linear. Your volume isn't. Every jump below happens faster than you could recruit, train and onboard for it.
Steady trading
The team you have handles it comfortably. This is the volume you staffed for.
A campaign lands
Paid social works better than expected. Support volume doubles in a week, and nobody planned for it.
A new channel opens
Amazon, eBay or a new market. Different queries, different rules, same team absorbing all of it.
Something goes viral
The best week you've ever had, and the worst service you've ever given. Both get remembered.
Support debt is expensive and public
Slow replies show up in ratings faster in ecommerce than almost any other sector — and ratings feed straight back into acquisition cost.
Pre-purchase questions that go unanswered don't become tickets. They become abandoned carts you never hear about.
Backlogs turn resolvable delivery queries into chargebacks and refunds — the same margin, spent worse.
The customer who waited four days for an answer doesn't complain. They just don't come back.
Every channel your store actually sells through
Multichannel customer service
Order and delivery queries, returns and refunds, product questions and complaint handling across email, live chat, phone and social.
Customer service outsourcing →Live chat and pre-sales
Real-time coverage that answers buying questions at the moment they'd otherwise become an abandoned basket.
Live chat support →Product catalogue management
Listing creation and maintenance across your store and marketplaces — descriptions, attributes, categorisation, pricing and images.
Data entry & processing →Marketplace administration
Managing listings, queries and order flows across Amazon, eBay, Etsy and other channels alongside your own store.
Back-office operations →Order and returns processing
Order administration, supplier and courier coordination, invoicing, reconciliation and returns handling.
Back-office operations →Reviews and reputation
Monitoring and responding to reviews and public messages in your tone of voice, with escalation rules for anything sensitive.
Customer service outsourcing →We work inside the tools you already use:
Most ecommerce support is written. So we hire for writing.
Graduates with excellent written English — which is exactly what chat and email reward.Questions online retailers ask us
Can you work in Shopify, Zendesk, Gorgias or our other tools?
Yes. We work inside your existing platform and helpdesk rather than asking you to change systems — which matters more in ecommerce than most sectors, because your stack is where your data lives.
How quickly can you add capacity?
Weeks rather than months. If you can see a spike coming — a campaign, a launch, a peak season — tell us early and training will be complete before the volume arrives.
Can you handle marketplaces as well as our own store?
Yes — marketplace queries and listing administration alongside your direct channel, with the different rules and response requirements each platform imposes.
Can we start small?
Yes, and we'd recommend it. A small initial team on one channel lets you assess quality before committing to volume.
Will they sound like our brand?
Brand and tone-of-voice training is a defined stage of onboarding, and agents work supervised until they meet the standard. In ecommerce your voice is often the only thing separating you from a competitor selling the same product.
What does it cost compared with hiring?
Compare against total employment cost — salary plus employer National Insurance, pension, holiday and sick cover, recruitment, equipment and desk space — not salary alone. We'll build that comparison with you on the call.
Get ahead of the next step
Share your volumes and channels, and we'll design a team that's ready before the growth arrives rather than after it.