E-commerce & Retail Outsourcing
Conversion, retention and customer support — to boost your marketplace and DTC
Your sector challenges
Absorb seasonal peaks (Black Friday, holidays, sales) without degrading SLA
Reduce cart abandonment through real-time assistance
Smooth returns and dispute handling (top dissatisfaction driver)
Post-purchase loyalty to increase lifetime value
Multilingual support to expand sales across borders
Our answer
Tier 1 support: order, product, delivery tracking
Inbound calls: pre-purchase questions, order changes
Outbound calls: cart reactivation, up-sell, retention
Back-office: returns processing, refunds, catalog updates
Live chat and real-time digital support
What we steer
First Contact Resolution (FCR)
Queue abandonment rate
Post-interaction CSAT
Pre-purchase chat conversion rate
Returns processing time
In context
Customer Care Director, European e-commerce pure-player — absorbed Black Friday peaks without extra in-house hiring.
Estimate your savings
Interactive calculator — honest range, no commitment.
20
2,500 €
Adjust to your actual fully loaded cost.
Morocco — actual pricing is confirmed with the selected partner.
Illustrative monthly ceiling
Up to 22,500 €
Illustrative annual ceiling: 270,000 €.
Indicative scenario. The assumption is capped at 45% and depends on scope; it is not an observed average, a guarantee or a quote.
Request a scoped quoteFrequently asked questions
We size teams ahead of peaks (early recruitment, training, flexible scheduling). Target volume and SLA are contractualized, with a gradual ramp-up validated against your historical data.