Industries / E-commerce
E-commerce & Retail

E-commerce customer support outsourcing that scales through peak.

AI resolves the order-status and returns questions that flood every inbox. Experienced teams handle the escalations, the recovery, and the upsell. Your e-commerce customer support outsourcing scales through Black Friday without a hiring scramble.

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The problem

Peak season breaks most support teams.

Volume triples in November, then falls off a cliff in January. Staff for the peak and you carry idle cost all year. Staff for normal and you drown when it matters most.

The usual fix is a wave of seasonal agents, hired and trained right before your busiest weeks, making rookie mistakes during the days you can least afford them.

We fix the math. AI absorbs the routine order, shipping, and returns volume instantly. A smaller expert team handles the complex cases. Capacity flexes up for peak season and back down after, with no layoffs to manage.

What we deliver

Support that protects the sale.

PILLAR 01

Order and returns management

Order status, WISMO, exchanges, refunds, and address changes handled across Shopify, BigCommerce, and Magento. Resolved inside your tools, not a separate queue.

PILLAR 02

Peak-season elasticity

AI absorbs the seasonal spike the moment it hits. Your human team stays sized for the exceptions, so response times hold through Black Friday and the holidays.

PILLAR 03

Revenue recovery

Cart-abandonment recovery and inbound conversion on high-intent inquiries. We turn support contacts into a revenue line you can measure, not just a cost to contain.

PILLAR 04

24/7 omnichannel coverage

Chat, email, social, and SMS, unified so no customer repeats themselves. Your storefront never goes dark, including the overnight and weekend hours carts get abandoned.

Indicator targets

Real numbers.
The kind that move your business.

Ranges we target across e-commerce engagements. Your exact targets get set in the first two weeks from your baseline data.

60–80%
AI deflection rate
on Tier-1 contacts
3×
Peak volume absorbed
without new headcount
96%+
Peak-season CSAT
90-day rolling avg.
35–50%
Cost-per-contact reduction
vs. previous in-house
How it works

Go live.
Phases to steady state.

Diagnose

We embed in your order, shipping, and returns data: contact volume, resolution times, and CSAT. We map where AI can resolve order status and returns questions instantly.

Design

We build AI workflows for order tracking and returns, hire and train your dedicated e-commerce team, and integrate with Shopify, your OMS, and the rest of your stack.

Deploy

Soft launch during a normal week, then a real peak cycle. We watch every interaction, tune the AI, and refine escalation paths, with full visibility for your team throughout.

Operate

Full volume live year-round, scaling up for peak and back down after. Weekly business reviews against the KPIs you signed off on, continuous AI retraining. The numbers compound from here.

Proof

Brands we already run this for.

A sample of the e-commerce brands whose customer support we run day to day.

CASE STUDY

Aviator Gear

Custom team gear for the whole squadron, supported end to end.

 CASE STUDY

Crown & Paw

High-volume DTC pet portraits, scaled through gifting peaks.

 CASE STUDY

Lumineux Oral Essentials

Clean-label oral care with support that protects the brand.

 CASE STUDY

MDNA Skin

Luxury skincare with the service standard the brand demands.
FAQ

Questions buyers ask us.

Can you scale for Black Friday and holiday peaks?
Yes. That is the core of our e-commerce model. AI absorbs the routine spike instantly and the human team is sized for exceptions, so capacity flexes up for peak season and back down after with no hiring and layoff cycle.
Which e-commerce platforms do you support?
Shopify, BigCommerce, Magento, and the major helpdesks like Gorgias, Zendesk, and Intercom. We work inside your existing stack rather than routing customers to a separate system.
Do you handle returns and WISMO end to end?
Yes. Order status, tracking, exchanges, refunds, and address changes are resolved end to end, with anything complex escalating to a person who has the full order context.
Can support actually drive revenue?
Yes. We run cart-abandonment recovery and convert high-intent inquiries, so support becomes a measurable revenue line rather than only a cost center.
Keep reading

Go deeper.

The thinking behind how we run e-commerce support.

Peak season without overhiring → The metric that predicts if you'll close → The 40% cost reduction myth → Customer support → Sales and conversion →
Let's talk

Ready to scale support through peak?
AI-first · Human-Driven.

One call and we'll show you.

Book a call