Customer Support & Order Ops
Fast, friendly support without building a team.We answer customer questions, process orders and returns and chase suppliers, so your customers get quick answers and your team gets its time back.
What we handle
Email & chat support
Tickets answered from your knowledge base, with escalation for anything unusual.
Order processing
Orders reviewed, entered and tracked through to delivery.
Returns & refunds
Returns authorised under your policy and refunds prepared for approval.
Supplier follow-up
Delayed or incorrect shipments chased and documented.
Review management
Review requests sent and public replies drafted for your approval.
Knowledge base upkeep
Repeat questions turned into help articles and macros.
How we work
A clear, repeatable process, so you always know what happens next and why.
- 01
Discovery call
A free 30-minute call to understand how the work runs today, who touches it and where it gets stuck.
- 02
Process map
We write the workflow down step by step, with owners, tools, approvals and exceptions. This becomes your SOP.
- 03
Two-week pilot
We run a small slice of the real work with you watching, so you see quality before committing.
- 04
Run
We take over the day-to-day inside your own tools, with a named point of contact and agreed turnaround times.
- 05
Report & improve
A short weekly summary of what was done, what is pending and what we would change.
A typical scenario
Figures are illustrative, based on typical scenarios. Your numbers will differ.
A Shopify brand with one founder and a part-time assistant receives 80 support emails a day during sales.
We handle first-line tickets using the brand’s policies and macros, tag trends, escalate edge cases with a suggested resolution and keep a daily log. The founder reviews exceptions rather than every ticket.
This is an illustrative scenario. Volume, response targets and results will vary.
What we don't do.
Clear boundaries make a good working relationship. These are the lines we hold, so you always know what you are getting.
Improvise policy
We follow your written policies and ask when something is not covered.
Issue refunds beyond your limits
We work to the approval limits you set.
Provide technical or medical support
Specialist support stays with your own experts.
Questions, answered.
Which helpdesk tools do you use?
Can you work weekends?
What about quality control?
Let’s take customer support & order ops off your plate.
Book a free discovery call. We will look at how you do this today and tell you honestly whether and how we can help.