Ecommerce Chat Support Outsourcing

What does ecommerce chat support cover?

Pre-sales: product details, sizing, compatibility and stock questions.
Orders: order status, delivery updates and address changes.
Post-purchase: returns, exchanges and refund requests handled per your policy.
Promotions: discount code and campaign questions during peak periods.

How does chat support help online stores?

Shoppers who get a quick, accurate answer while browsing are more likely to complete a purchase, and customers who can resolve an order issue in chat are less likely to escalate to email or chargebacks. Chat also produces a record of what shoppers ask, which highlights gaps in product pages and policies.

How do agents handle seasonal peaks?

Sales events and holidays create sharp spikes in volume. With 1000+ active agents, we can plan additional trained capacity ahead of known peaks, based on your forecasts and past data.

Which tools do ecommerce agents work with?

Agents work in your store admin, help desk and CRM with the permissions you set, so they can look up orders and log outcomes. See our CRM and help desk management service.

Ecommerce Chat Support: frequently asked questions

Can agents process returns and refunds?

Agents can handle returns and refund requests within the policy and permission levels you define. Anything outside policy is escalated to your team.

Can chat agents help increase sales?

Agents can answer pre-sales questions and recommend products based on the guidance you provide. We report on chat topics and outcomes so you can see the impact.

Do you support peak seasons only?

Seasonal and year-round engagements are both possible. Peak-only support needs earlier onboarding so agents are trained before the rush.