10+ years in the industry

e-Commerce Customer Service Outsourcing

For Europe and US-Based Retailers and Brands

24/7 global coverage

In 10+ languages

Up to 60% budget savings

European time zone

100+ Clients From 20+ Countries Have Already Trusted us

Uniting Against Business Constraints

Overwhelmed by customer inquiries? Slow responses impacting satisfaction rate? Don’t know how to cope with numerous after-hours refund requests? And this leads to a decrease in customer satisfaction and loyalty.

Finding new agents is increasingly challenging. Onboarding and training processes might cause stress and disappointment. Investing in equipment and software means higher expenses.

All of this adds to your overhead.

Unlock a new era of efficiency. Scroll to reveal the transformative power of this solution.

Outstanding e-Commerce Support Services

WOW24-7 with service delivery centers in Eastern Europe frees Customer Support Executives from recruitment, training, onboarding, and low CSAT concerns

Agents Trained by World-Class Coaches communicate with your tone-of-voice.

Up to 24/7/365 coverage
(incl. after hours, weekends & holidays) in 10+ languages.

100% of communication channels covered: calls, emails, live chats, social media.

Multilevel (L0, L1, L2) e-Сommerce call center outsourcing solution in 10+ languages.

Fixed price with no costs of workplaces, equipment, software, recruitment, and training.

Quality System ensures compliance with the indicators specified in the SLA.

Discover how close and seamless communication can be with a remote team.

A Promise Backed By Results

96% Customer Satisfaction Score of Our Service. Your customers can get the same outstanding service too.

Share your challenge and we'll develop a custom e-Commerce support service solution for you.

Your Business - Your Rules

No need to change your business process or software.

We seamlessly integrate our teams into your existing CRM & ERP systems, adapting to your needs.

Get started effortlessly with our flexible and expert solutions.

We are experts in:

e-Commerce Call Center Outsourcing to tackle:

Order-related issues

– Pre- / post-sales support
– Shipping and Tracking
– Cancellations & Returns
– Payments & Refunds

Usability issues

– Problems with log-in
– Navigation
– Add/remove features
– Modification of notifications

Troubleshooting

– Refund issues
– Debt collection
– Systems set up
– Handling complex requests

Order-related issues

Usability issues

Troubleshooting

Sell wherever you want and we will provide perfect customer support for your clients.

Here are the advantages awaiting your business:

The easiest way to scale your e-Commerce support services for seasonal spikes.

Up to 60% budget savings compared to an in-house support team.

Reducing the time for time-consuming and recurring tasks, such as refunds and returns.

Increased CSAT through 24/7 support in any communication channel and in any language.

No need for your involvement. We’ll handle it all while you focus on big-picture decisions.

Enjoy a world of personal perks:

Say goodbye to time-consuming tasks and focus on what matters. Let’s cut your to-do list in half.

Connect with our Team Lead or other agents whenever you need.

Embrace autonomy. Break free from the never-ending customer support grind.

Have a calm state of mind due to solid results & trust by outsourcing e-Commerce customer service.

Reclaim your time: catch up on restful sleep or embark on that long-awaited vacation.

Our Subscription Plans

You get a comprehensive e-Commerce support service solution, not just agents.

SHARED BUNDLES

Your project is managed by an acting, trained, experienced and already formed team of 5-6 agents working on 2-5 projects simultaneously 24/7 in rotating shifts.

The optimal customer support for e-Commerce stores with a small and average number of customer requests.

As a first response and triage service for Level 1 technical and customer support. A quick-start e-Commerce call center for any company size.

DEDICATED BUNDLES

Your project is managed by a dedicated agent, or a team, that works exclusively on your company project. Any language, any schedule, any project complexity.

The optimal e-Commerce customer support solution for companies with medium to high volumes of customer requests.

As a Level 1 & 2 for tech and customer support when in-depth and specific knowledge of the product is needed.

6 stages to transform your e‑Commerce customer service

Project
estimation

Onboarding
start

Recruitment
and hiring

Training

QA check,
Pre-live

Team
goes live

Project
estimation

click next board

And see all content

1 – 8 hours

Estimation of the project complexity, recruitment time and training time of the team. Contract signing.

Onboarding
start

click next board

And see all content

1 – 5 days

Preparation of training plan and training schedule. Aligning workflows and SLAs, gathering materials and knowledge base..

Recruitment
and hiring

click next board

And see all content

0 – 3 weeks

We receive the requirements for the agent/specialist. We find, interview and test candidates. Send their CVs to the client for approval.

Training

click next board

And see all content

1 – 3 weeks

Training of the agents, incl. introductory, regular and active training sessions, self-education part, Q&A session with the client.

QA check,
Pre-live

click next board

And see all content

1 – 2 days

Our management team finalizes all processes. The QA team conducts the quality evaluation of the agents before they go live.

Team
goes live

click next board

And see all content

1 – 8 hours

The team starts performing operational tasks. The onboarding dept tracks performance for 1 month after going live to eliminate any flaws that may surface.

Project
estimation

Onboarding
start

Recruitment
and hiring

Training

QA check,
Pre-live

Team
goes live

Project
estimation

click next board

And see all content

1 – 8 hours

Estimation of the project complexity, recruitment time and training time of the team. Contract signing.

Onboarding
start

click next board

And see all content

1 – 5 days

Preparation of training plan and training schedule. Aligning workflows and SLAs, gathering materials and knowledge base..

Recruitment
and hiring

click next board

And see all content

0 – 3 weeks

We receive the requirements for the agent/specialist. We find, interview and test candidates. Send their CVs to the client for approval.

Training

click next board

And see all content

1 – 3 weeks

Training of the agents, incl. introductory, regular and active training sessions, self-education part, Q&A session with the client.

QA check,
Pre-live

click next board

And see all content

1 – 2 days

Our management team finalizes all processes. The QA team conducts the quality evaluation of the agents before they go live.

Team
goes live

click next board

And see all content

1 – 8 hours

The team starts performing operational tasks. The onboarding dept tracks performance for 1 month after going live to eliminate any flaws that may surface.

In just 2–4 weeks,
the team of agents goes live.

Who we are

We have been providing customer support to our software engineering group of companies since 2008. In 2016 WOW24-7 became a spin-off providing customer support as a service to external cutting-edge technology & e-commerce clients.

Today, we focus on different industries united by the e-commerce market. These include Retail, SaaS, IoT and Travel in Europe and North America.

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WOW24-7’s Guarantees

Data Privacy & Security

We keep all data safe & secure
by following strict guidelines
GDPR, ISO27001, ISO9001, and PCI DSS (coming soon).

Get a service, pay after

From the first month in service you will be invoiced after the services are provided
(a 1-month deposit is required).

No one-year contract requirement

A long-term partnership is built by providing an excellent service. That’s why our agreement can be cancelled anytime with short notice.

Quality System

We control the quality of communications and ensure compliance with the indicators specified in the SLA.

WOW24-7’s Standards for e‑Commerce Contact Center

24/7/365 coverage

Stay connected with your customers around the clock, every day of the year, including night shifts, weekends and holidays.

Transparent Flexibility

We adapt to your business style, business processes, and data protection requirements, all while being under your control.

Customised recruitment

We recruit a team of agents who meet specific requirements in terms of language proficiency, product knowledge, and technical skills.

Full availability

We handle customer requests across all communication channels and are fluent in 10+ languages to enhance your CSAT.

Consistent excellence

We continually bring in cutting-edge experts to improve our agents’ emotional intelligence and ability to deal with difficult customers.

Reliable peace of mind

Enhance the working environment within your team by delegating high-pressure tasks to a dynamic and empathetic outsourced team.

Each project is supported by an Onboarding Manager, Delivery Team Lead, Quality Assurance Manager, Recruitment Team Lead, HR Manager, and a Customer Success Manager.

Each project is supported by an Onboarding Manager, Delivery Team Lead, Quality Assurance Manager, Recruitment Team Lead, HR Manager, and a Customer Success Manager.

Your new e-Commerce customer service can include

service #1

Call Center Support Services

service #2

Contact Center Customer Support

service #3

Technical Support Services

service #4

Email Support Services

service #5

SaaS Customer Support

service #6

Virtual Assistance & Helpdesk

service #7

Live Chat Answering Services

service #8

Dedicated Support

service #9

Admin tasks & Back-Office

Frequently asked questions

How to be fast in e-Commerce customer service?

A highly performant e-Commerce customer support requires skilled agents, an extensive knowledge base, a clear development strategy, and robust & well-integrated, and scalable software. Put everything into one box, and you’ll get efficient e-Commerce customer service.

What is e-Commerce customer service?

Customer service in e-Commerce is the synergy of skilled people, well-designed processes, and software that makes purchasing easier for customers and allows merchants to make client-oriented sales.

How to handle customer support for an e-Commerce store?

The best way is to implement best practices. To define the right indicators, hire the best agents and train them, choose advanced software solutions, and implement a quality system. Or send us a request and get customer support for e-Commerce turnkey with actual budget savings.

How much does e-Commerce customer service outsourcing cost?

The cost of an outsourced e-Commerce customer service may vary depending on your project scale and business model. Check our pricing to explore what option is suitable for you.

How to set up customer service for your e-Commerce store?

Book a call and get your
e-Commerce outsourcing consulting session