Ecommerce customer service outsourcing, by real people.

Your store sells around the clock, but questions pile up in the inbox. Ecommerce order support puts a trained person on those questions, working your channels under your brand name.

It fits online stores where the founder or a small team still answers tickets between everything else. It also fits larger brands that need extra hands on sale days, or a Spanish-speaking team for a growing Hispanic customer base.

The person answering is a real agent, not a bot. AI sits behind them: it sorts incoming messages, drafts replies from your policies and scores every conversation. The agent reads, edits and decides.

Most store tickets fall into a short list of types. We write a playbook for each one with you, so answers match your policy instead of the agent’s guess.

Agents work in the tools you already use: your help desk, your Shopify admin or similar, and your WhatsApp Business account. Customers see your brand, your email address and your signature.

You control access. Create a staff role for each agent with only the permissions the playbook needs, such as viewing orders, editing addresses and creating returns. You can remove an agent’s access in one step, and your platform’s activity log shows what each one did.

Keep finance settings, payouts and app installs out of agent roles. If a task needs more access, we’ll ask you to grant it in writing first.

Instagram and Facebook DMs can be covered the same way, through the inbox tool you already use, so order questions that arrive on social get the same playbook as email.

Setup starts with your inbox, not a slide deck. We read a sample of real tickets, sort them by type and draft a playbook for each one. You approve the playbooks and set the limits on refunds and replacements.

Next we agree the tone of voice, macros and escalation rules, and you create staff accounts. Agents train on your products and policies, then answer test tickets that we score before they go live.

The first week runs on one channel, usually email, with a daily review of scored conversations. Fixes go into the playbook the same day. Once the scores hold, we add chat, WhatsApp or phone.

Every plan is priced on volume and hours, quoted in writing before you start. The answer and response targets for each channel go into your plan in writing too.

Peak season is where outsourced cover pays off. Black Friday, holiday shipping cutoffs and your own sale days bring a flood of order questions. A surge plan adds trained agents for those dates, booked ahead, using the same playbooks and scorecard.

Agents in Mexico and Colombia are native Spanish speakers, and bilingual agents are tested for English at hire. AI routes each message by language, so a Spanish email reaches someone who writes Spanish well.

Customers often switch languages mid-thread. A bilingual agent follows them, and your playbooks and macros exist in both languages so the policy reads the same either way.

If your evenings run late, overnight can run offshore under the same contract, with the same scorecard.

AI scores every conversation against your scorecard: correct policy, correct order actions, tone and whether the ticket was actually resolved. You see the scores, not a monthly summary someone else picked.

Each week we calibrate with you on a handful of conversations, agree what good looks like and update the playbooks. Low scores go back to the agent with the transcript the same week.

Agents never take card numbers by chat, email, WhatsApp or phone. Customers pay through your checkout or a payment link from your platform. PCI DSS is the card security standard published by the PCI Security Standards Council, and it applies to anyone who stores, processes or transmits cardholder data. Keeping cards out of conversations keeps agents out of that scope.

Refund and replacement authority is set in writing: what an agent can approve alone, what needs your sign-off and what never gets offered. We’ll follow the rules your counsel sets. Ask any provider how they handle card data, customer records and access removal.

Source: PCI Data Security Standard, PCI Security Standards Council

Most providers say they’ll answer fast and sound like your brand. Check what sits behind that before you sign. Ask any provider these questions, us included.

Start with a pilot on one channel. Send us a sample of recent tickets, your return and shipping policies, your help desk and store platform, and the hours you want covered.

We’ll come back with a written plan: ticket types, playbooks to write, refund limits to confirm and the scorecard for the pilot. We add channels once the pilot meets the targets you agreed.