BPO Solutions – Retail & E-Commerce
Our BPO services for retail and e-commerce optimize your operations by managing multichannel and multilingual customer support. We help you enhance your customer experience (CX) through specialized teams.
Offer an experience your customers will love. With the right partner, outsourcing your support processes can strengthen your brand and set you apart from the competition. We can help you develop the ideal systems, hire top talent, and optimize your processes—resulting in a scalable, world-class support team.
Experience Quality and Compliance with Us
CX Multicanal
Post-sales customer support across all channels: email, live chat, WhatsApp, social media, phone, and SMS.
WHAT’S INCLUDED:
REPORTING: Weekly reports covering CSAT, first response time, most frequent topics, first-contact resolution rate, sentiment analysis, and key trends.
OMNICHANNEL CONFIGURATION: Integration of all customer channels into a single interface. Agents can view the complete customer history with just one click.
MACROS AND WORKFLOWS: Creation of predefined responses for the most frequent inquiries: order status, return instructions, damaged products, cancellations, and address changes.
CUSTOMER SUPPORT: Agents review the order in the system, verify shipping status via the courier portal, and respond with precise information, adhering to the client’s brand voice.
ESCALATIONS: High-impact issues are escalated to a supervisor for expedited resolution and potential compensation.
PROACTIVE MANAGEMENT: Daily monitoring of orders delayed by more than 48 hours. Proactive outreach to the customer before they report the issue. Reduces reactive support tickets by 25–30%.
BILINGUAL SUPPORT: Native-level support in English and Spanish at no additional cost. Essential for brands with a Hispanic customer base in the U.S. or those selling in Latin America.
Order Management & Fulfillment
Oversight of the order flow from purchase to delivery. Management of exceptions, inventory errors, and coordination with couriers and 3PLs.
WHAT’S INCLUDED:
REPORTING: Weekly reporting on processed orders, exception rates, costs associated with lost orders, and the value of claims successfully recovered from couriers.
DAILY MONITORING: Review of the system order dashboard twice daily to identify: orders pending fulfillment past the SLA, address errors, fraud flags, and orders on hold due to stock shortages.
EXCEPTIONS: For each exception—contacting the customer regarding incorrect addresses, canceling fraudulent orders, notifying the warehouse of stock shortages, and resolving duplicate address issues.
3PL COORDINATION: Communicating with the logistics warehouse—whether in-house or external—regarding rush orders, special requests, picking/packing issues, and inventory counts.
SHIPPING ISSUES: For orders marked as delivered but not received, or orders lost/damaged in transit—filing claims with the courier via their claims portal.
CLAIM TRACKING: Weekly monitoring of all active claims filed with couriers until resolution. Arranging for reshipments or customer refunds in accordance with company policy.
INVENTORY RECONCILIATION: Bi-weekly comparison between the inventory recorded in the e-commerce system and the inventory reported by the 3PL. Requesting a warehouse audit in the event of discrepancies.
Catalog & Marketplace Mgmt.
Management and optimization of the client’s presence on digital marketplaces and their own online store.
WHAT’S INCLUDED:
MONTHLY REPORTING: Rankings for key keywords, sales velocity by ASIN, Buy Box percentage, listing relevance index, optimization recommendations, etc.
AMAZON LISTINGS: Creation of optimized titles, 5 bullet points highlighting benefits + features, A+ Content descriptions, and backend keywords for organic visibility.
IMAGE VERIFICATION: Review to ensure all images meet marketplace requirements. Requests for new images from the client when standards are not met.
PRICE MANAGEMENT: Daily monitoring of competitor pricing. Price adjustments based on the client’s strategy. Configuration of automated repricing.
INVENTORY MANAGEMENT: Monitoring of stock levels within FBA. Restock alerts. Creation of shipment plans and tracking of shipments to Amazon fulfillment centers.
SELLER CENTRAL CASE MANAGEMENT: Opening and tracking of support cases regarding: FBA inventory discrepancies, listing suppressions, account health alerts, intellectual property claims, etc.
SHOPIFY / WOOCOMMERCE CATALOG: Bulk uploading of new products, updates to pricing and stock levels, creation of collections and category pages, and assignment of metafields for technical SEO.
WALMART MARKETPLACE & OTHER CHANNELS: Maintenance of listings across multiple platforms. Inventory synchronization via multichannel management tools.
Fraud Prevention & Chargebacks
Proactive review of suspicious transactions to prevent purchase fraud, and management of chargebacks with banks and payment platforms to recover lost revenue.
WHAT’S INCLUDED:
TREND ANALYSIS: Monthly reporting on fraud rates broken down by traffic source, product type, country of origin, and chargeback win rates. Recommendations for adjusting the risk policy and reducing exposure.
FRAUD SCREENING: Daily review of all orders flagged by the system with a high fraud score. Manual analysis of risk factors.
RISK DECISION: Classification of each suspicious order into three categories—approved, additional review required, or canceled. Application of the client’s risk policy.
VERIFICATION CONTACT: For orders under review, an agent contacts the buyer to confirm the transaction. If there is no response within two hours, or if the response is inconsistent, the order is canceled and refunded.
CHARGEBACK INTAKE: When the buyer’s bank initiates a chargeback, the payment system notifies the merchant and provides a deadline for response.
REPRESENTMENT PREPARATION: The analyst gathers evidence to dispute the chargeback: order confirmation, tracking information including the recipient’s signature, customer communication history, accepted return policy, and screenshots of the buyer’s account.
DISPUTE SUBMISSION: Submission of the evidence package to the payment platform—or directly to the issuing bank—within the specified timeframe. Monitoring of the dispute status.
Returns & Refunds Processing
Management of the complete product return and refund issuance process. An efficient returns process reduces churn, boosts repurchase rates, and safeguards brand reputation.
WHAT’S INCLUDED:
ROOT CAUSE ANALYSIS: Monthly reporting on the reasons for returns. Generation of insights to help better manage customer expectations.
RETURN REQUEST RECEIPT: The agent receives the customer’s request via any channel. They verify that the request complies with the client’s return policy.
RETURN AUTHORIZATION: Issuance of the RMA number and a prepaid shipping label. Provision of clear instructions to the customer on how to prepare and ship the package.
WAREHOUSE COORDINATION: Notification to the client’s warehouse regarding the pending RMA receipt. Provision of instructions for product inspection upon arrival.
REFUND PROCESSING: Once the warehouse confirms receipt of the product, the analyst issues the refund via the payment platform within the timeframe stipulated by the client’s policy. The refund is subsequently recorded in the accounting system.
EXCHANGES: If the customer requests an exchange for a different size, color, or product, the agent cancels the original item in the system, creates a new order for the correct product, and coordinates with the warehouse to ship the replacement.
EXCEPTIONS AND COMPLEX CASES: For high-value returns and complex cases, the matter is escalated to a supervisor in accordance with a documented protocol.
Social Media Moderation
Management and moderation of the client’s social media presence: responding to comments and direct messages, managing reviews, and protecting the brand’s reputation.
WHAT’S INCLUDED:
WEEKLY REPORTING: Volume of interactions per platform, response rate, average response time, most frequent topics, follower growth, reach, and impressions.
DAILY MONITORING: Review of all mentions, comments, and direct messages across the client’s active platforms. Utilization of a social listening tool to ensure no mention is missed.
COMMENT RESPONSE: Responding to both positive and negative comments. Always maintaining the brand’s established tone of voice.
DIRECT MESSAGE MANAGEMENT: Responding to customer inquiries via DM within 2 hours during business hours. For complex inquiries, coordinating directly with the client’s team.
MODERATION OF INAPPROPRIATE COMMENTS: Deleting or reporting comments that violate the client’s community guidelines. Maintaining a log of every action taken, including the justification for each.
REVIEW MANAGEMENT: Providing personalized responses to all reviews within 24 hours. For 1- or 2-star reviews, crafting a response that invites the customer to reach out directly to resolve the issue.
CRISIS ESCALATION: If a post or comment carries the potential for negative virality, the Supervisor is notified immediately. Drafting an official response for the client’s approval prior to publication.
Our People make your Business Grow
Outsourcing Service allows companies to reduce fixed costs and convert them into variable costs, accessing advanced technology and specialized staff, without investing in internal training.
Ops. Efficiency
Enables you to focus on your core business while experts manage repetitive operations.
Scalable & Flexible
The ability to quickly scale support staff up or down based on seasonal demand.
Cost Reduction
A decrease in operational and infrastructure expenses. Savings in technology.
Improved CX
Rapid and consistent responsiveness that boosts customer loyalty.
Ready to talk with us?
We help innovative companies launch and scale their Customer Service Teams. Whatever your growth needs, our flexible offerings can be tailored to meet them. Let’s discuss how outsourcing can drive your business growth.
