E-commerce and omnichannel retail
Your customer service grows faster than your turnover.
After-sales service, returns, abandoned baskets, product sheets and reviews, absorbed without expanding the team.
tickets and human takeovers
authorised follow-up sequences
customer feedback after delivery
The short answer
How to absorb the growth in customer service of an online store?
Tracking, return and availability requests are processed with the actual order and carrier data, at any time. Abandoned carts and inactive customers each have their own streak. The team only keeps track of disputes and commercial gestures.
The problem
Points of friction · E-commerce and omnichannel retail
Your customer service grows faster than your turnover.
4 issues left unresolved for months
- Order tracking questions represent the majority of tickets.
- Abandoned carts are only relaunched by a generic email.
- The product sheets are incomplete and hamper research.
- Opinions are not requested from anyone.
Live
A request arrives. See what happens next.
Illustrative scenario: approvals and exceptions still need to be defined with your team.
InstagramPrivate messageYour client
Hello, my order was due on Tuesday and I have not heard anything.
Your customer service agent
I’ll take care of it now.
Meanwhile, in your tools
Shopify
Tracking requests are processed with actual data
Shopify
Returns are supported end-to-end
Brevo
Every lost case has its sequence
Shopify
The catalog and reviews stand on their own
Tracking · tickets and human takeovers
What we install
The complete infrastructure for your workflow.
Each step is built, connected to your tools and tested on your real cases before launch.
Carrier status, delivery date, possible delay. Answered in seconds, at any time, including Sundays.
Reason, eligibility, label, tracking of the return package and triggering of reimbursement once received.
Basket left, product viewed without purchase, customer inactive for months. Three different situations, three different raises.
Sheets completed and optimized for research, opinions requested after delivery, responses published to opinions received.
Pilot monitoring
What to monitor during the pilot
tickets and human takeovers
Scope and indicator defined before the pilot.
authorised follow-up sequences
Checked against authorised data and cases.
customer feedback after delivery
Comparison with the starting point after launch.
Orders of magnitude observed on typical deployment scenarios, given to situate the extent of the change. These are not measured customer results: yours are quantified during the audit, on your data.
Your safeguards
What stays under your control.
Giving a system access affects your data and processes. These are our default safeguards.
You stay in control
We start with approval for every action. Only what you explicitly authorise, case by case, runs on its own.
Your accounts stay yours
Accounts, domains and hosting remain in your name. You can disconnect whenever you choose.
Approvals before sensitive actions
Sensitive actions use drafts and approval queues instead of direct writes.
Questions
The questions we are asked
Does an unhappy customer run into an agent?
No. The tone is evaluated: a dispute, a complaint or a request for a commercial gesture is immediately traced to a person, with the history already summarized.
Does it work with our platform?
Shopify, WooCommerce, PrestaShop and most solutions on the market. When integration is lacking, we build the bridge.
Won’t the reminders be annoying?
They are spaced out, capped and stopped as soon as a purchase or response arrives. A raise that annoys is a poorly adjusted raise, not one raise too many.
We look at your case before promising anything.
A call to understand what is costing you the most today, and to tell you frankly if we are the right person to talk to.