Support breaking every peak? We’ve run it. We’ll fix it.
Ecommerce customer service consulting and outsourcing from people who ran support at Canada Goose and Mejuri. We plan the peak, fix the post-purchase journey and keep quality on brand when volume triples, in-house or with a partner.
Where ecommerce support breaks
It rarely breaks on an ordinary Tuesday. It breaks in the six weeks that make the year.
“Where’s my order?” buries everything else.
Order status and delivery questions swamp the queue, and the customers with a real problem wait behind them.
Peak season is planned in October.
Hiring and training start too late, so Black Friday runs on overtime, temps who don’t know the product, and a backlog that lasts into January.
The outsourcer doesn’t sound like the brand.
The partner hits its handle-time targets, and customers can tell they’re talking to a script that has never seen the product.
Returns and exchanges leak revenue.
Refunds get issued where an exchange would have kept the sale, because nobody gave agents the rules or the tools.
The post-purchase journey, stop by stop
Most ecommerce contacts happen after the sale. This is where we start at each stop.
Order placed
Clear confirmations with delivery dates and tracking.
“Where’s my order?”
Delay alerts and self-service tracking, off your agents.
Delivery
One claims process, resolved on the first contact.
Returns
Exchange-first rules, so a return still keeps the sale.
Coming back
Feedback that shows why customers do or don’t reorder.
How we help ecommerce brands
Call Center Outsourcing
Whether to outsource, where, and which partner, then a launch that holds up through peak.
Contact Center Consulting
Forecasting, staffing and QA for your in-house team, so peak doesn’t mean overtime and backlog.
CX Technology
Helpdesk, order-system integration and automation that take “where’s my order?” off your agents.
CX Assessment
Six weeks across e-commerce support, returns and the post-purchase journey, ending in a roadmap.
How to choose an ecommerce outsourcing partner
There’s no single best e-commerce outsourcing company, only the right one for your category and volume. This is what we check.
Experience in your category
Fashion, subscriptions, beauty and high-ticket goods each have different contact reasons. Ask for brands like yours, not just big names.
Works in your stack
Agents who already know Shopify, Gorgias, Zendesk or your order system are productive in weeks, not months.
How fast they can ramp
How many agents they can add for peak, with how much notice, and how they train them in time.
QA you control
Your scorecard, calibrated with your team, and access to the recordings and tickets behind the numbers.
A pricing model that fits
Hourly, per contact or per resolution. The right choice depends on how predictable your volume is.
A clean way out
Reasonable notice periods and a handover plan, so you’re never locked in with a partner that stopped working.
We’ve run ecommerce support ourselves
Not from the outside. We’ve hired the agents, planned the peaks and managed the outsourcing partners for fast-growing retail brands.
More about us
Edvin Cernov
Led customer experience at Canada Goose and Mejuri, and has run every part of the function: contact centers, outsourcing partners, CX technology, voice of customer and strategy. Cares about frontline teams, clean data and technology that actually helps.
Patrick Louis
Twenty years leading service and sales operations for global brands in Europe and North America. Cares about teams that own the outcome, not the script.
Not sure where to start?
The six-week CX assessment looks at your support, returns and post-purchase journey, and tells you what to fix before the next peak.
Free advice while you think it over
All articlesWhy ecommerce brands outsource support
The reasons that hold up, the ones that don’t, and what to hand over first.
How to choose a BPO
The shortlist criteria, RFP questions and red flags that matter.
BPO pricing models
Hourly, per-contact and outcome pricing, and which one fits your volume.
Tell us about your next peak.
Fifteen minutes, no deck. Bring your volumes and your channels, and you’ll leave with a plan for the season.
Book a free 15-min call Rather write? hello@rethinkcx.com