E-commerce
Enquiries and product counts grow faster than the team. Routine questions close without an operator, stock stays in sync, and payments reconcile themselves.
What people usually arrive with
What we do
Support in chat and on the site
Answers from the knowledge base and the order system, placing and changing orders, escalation to an operator with the history.
Returns and exchanges
Terms checked, the request created, and the return status sent to the customer without an operator.
Abandoned baskets
A sequence in the customer's own channel, informed by what they actually looked at.
Stock and price synchronisation
The site, the warehouse and the accounting system show the same thing.
Product content
Descriptions, attributes and translations prepared to a template, with a person approving.
Payment reconciliation
Payments matched to orders, with anything unclosed visible immediately.
What this looks like in practice
Typical scenarios in this area: what people arrive with and what we do about it. These are not named client cases, the confirmed work is collected in the portfolio.
- Situation
- Operators did not clear the queue by evening, and half the questions were identical.
- What we do
- The agent answers from the knowledge base and the order status, and the operator handles the complex work.
- Situation
- Baskets were abandoned in volume, and only a scheduled email brought some back.
- What we do
- Touches in the channel the customer uses, informed by what they viewed.
- Situation
- New lines waited weeks for a description.
- What we do
- Cards are prepared to a template and go to the content manager for approval.
The questions we get most
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