Trusted by organizations with ~100% customer satisfaction score
Helping with delivery and product questions. Handling returns, replacements, exchanges, and more.
Taking over your comments/DMs on Facebook, Instagram, Google, elsewhere.
Hiring, training, onboarding, and supervising agents; assigned eCommerce support manager; you always work with the same agent.
Joining your company's mission and culture; analyzing and categorizing support requests; inheriting tone of voice and brand perception; translating your actions into guidelines.
Improving key support metrics - shorter reply time, higher customer satisfaction, and more; implementing new ideas - e.g., proactive outreach to customers and influencers.
Creating and updating - SOPs, SLA, FAQs, saved replies, knowledge base articles for smooth operation and scaling.
Monthly reporting with key metrics presented in one interactive report to track cancellations, refunds, returns, replacements and other meaningful data. See a report example.
A customer service manager with experience in eCommerce will work with you to understand your goals and create a work plan.
Maryna Paryvai, 3+ years of experience in managing growing eCommerce support teams. She created our tone of voice and brand perception analysis methods. Maryna’s Linkedin.
Your manager will onboard and mentor a dedicated agent (you will always work with the same person). Together they will study your support requests, how you handle them, and inherit your company's voice and tone.
Ivan, specializes in leading and scaling eCommerce support teams
By the end of the free onboarding, we are all set and handling your customer support requests. Ready to revise SLA/SOPs and make it official!