Your Black Friday volume shouldn't require a six-month hiring cycle. Our nearshore agents handle chat, email, phone, returns, and order tracking — ramped in under three weeks, at 30–50% less than in-house.
Every growing e-commerce brand hits the same wall. You can't hire fast enough for Q4, your team burns out on repetitive returns tickets, and your channels aren't connected.
BFCM ticket volume can jump 5–10× in 72 hours. Traditional hiring takes months. Contractors don't know your product. Customers wait. Reviews suffer.
Post-holiday returns season can represent 30–40% of all inbound volume. These tickets are repetitive, high-frustration, and keep your best agents stuck on low-complexity work.
"Where is my order?" is the single most common support ticket in e-commerce. It shouldn't require a trained specialist — but it still clogs your queue every day.
Customers expect answers on live chat, email, phone, and social — simultaneously. Most teams can barely cover two channels well. The rest become blind spots.
30%+ of US online shoppers prefer Spanish. If your support team is English-only, you're converting at a fraction of your potential and leaving CSAT points on the table.
A full-time US support agent costs $55,000–$70,000/year in fully loaded comp. You need 10, 20, 50 of them — but only during peak. You can't scale a fixed cost against a variable demand.
We don't plug in a generic call center. We build a dedicated nearshore pod trained on your product, your policies, and your brand voice.
We maintain a trained bench for e-commerce clients. When Q4 volume ramps, we activate — not interview and hire.
Returns are repetitive, process-driven, and easy to standardize. We handle the full returns and exchange lifecycle so your team doesn't have to.
WISMO ("Where Is My Order?") tickets don't need to reach your queue. We handle them with real-time carrier integration and outbound notifications.
One team, every channel. We work inside your existing helpdesk (Zendesk, Gorgias, Freshdesk, Intercom) — no new tools, no rework.
Anonymized aggregates across our e-commerce client base. Updated quarterly.
We staff whichever channels matter most for your brand. Mix and match by volume and priority.
<90s first response. Works with Gorgias, Intercom, Zendesk Chat, and LiveChat.
<4hr first response. Full macro management and template governance included.
Bilingual EN/ES agents. Under 3-minute average handle time on WISMO and returns.
Instagram and Facebook DM triage. Available on Growth and Enterprise plans.
We went into Black Friday with three times the agent capacity we had the previous year — without a single additional internal hire. The ramp was faster than any agency we'd worked with, and the CSAT numbers actually improved during peak.
Calculate your cost savings and explore the research behind nearshore outsourcing for e-commerce brands.
Estimate your annual savings vs. in-house US support. Takes 90 seconds — enter seat count, volume, and channels.
The real cost of in-house vs. nearshore vs. offshore — hidden fees, ROI benchmarks, and a 10-agent model comparison.
Time zones, bilingual coverage, cost-per-ticket — a full comparison of which BPO model fits US e-commerce brands best.
See how a DTC subscription brand hit 3x Black Friday throughput and $180K annual savings — plus two more real client case studies.
E-commerce is one of our six primary verticals. See how we approach the others.
Tier 1/Tier 2 support, onboarding assistance, and churn prevention for software companies.
HIPAA-trained bilingual agents for patient intake, claims support, appointment scheduling, and 24/7 coverage.
Claims support, FNOL intake, policy inquiries, and seasonal surge staffing for carriers and MGAs.
Compliance-aware support for financial services — fraud alerts, account inquiries, bilingual US Hispanic banking.
Flex-scale support for fast-growing direct-to-consumer brands — subscriptions, social care, and peak-season surge.
Tell us your current ticket volume, channels, and peak timing. We'll model out the headcount, SLAs, and cost — no obligation.
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