What customer care means here
Buyers expect a quick, human answer, and every unanswered message is a sale at risk and a review waiting to happen. Keeping up with the inbox, the returns and the odd difficult case is a job in itself — one that rarely fits around running the rest of the store.
We take the inbox off your plate and answer in your name, to a tone and a playbook we agree with you first. You stay in control of policy and escalation; we handle the day-to-day replies and keep every case moving to resolution.
What’s included
- First-line support. Orders, shipping, payments and returns handled through a single ticketing system, each case followed to resolution.
- Returns & after-sales. Returns and exchanges processed against your policy, with buyers kept informed.
- Help centre & self-service. A tidy set of FAQs and policy pages so the common questions answer themselves.
- Tone that sounds like you. Replies written to your brand voice and agreed with you up front. Extra languages on request.
How it works
- We agree the channels, the tone and the tricky cases.
- We draft canned replies and a short playbook with you.
- We run the inbox day to day and escalate anything unusual.
- We report response time, resolution time and buyer satisfaction.
Frequently asked questions
The questions store owners actually ask us before starting.
What does customer care cover?
First-line support for your buyers across email and chat: orders, shipping, payments and returns, each case followed through to resolution.
Will replies sound like us?
Yes. We agree your tone and a short playbook up front, and write in your name. Extra languages are available on request.
Do you handle returns and after-sales?
Yes. We process returns and exchanges against your policy and keep the buyer informed at each step.
What about unusual or sensitive cases?
We agree the tricky cases with you in advance and escalate anything outside the playbook, so you stay in the loop on what matters.
How do you report on customer care?
We report response time, resolution time and buyer satisfaction, and show you how each one is measured.
How do I get started?
Send a few lines about your store through the contact form and we will set up a short scope call.
Give your buyers a fast, human reply
Tell us about your store and your inbox. We’ll show you how customer care would work in your name.