E-commerce
Our eCommerce customer service
outsourcing solutions provide 24/7 call center coverage, pre-sales assistance, and specialized customer care. We help you support, scale, and optimize your online store efficiently and cost-effectively on any platform.
MERCATUS
Why outsource for e-commerce?
%
Reduction in manual errors
%
Faster task completion
MERCATUS
Why outsource for e-commerce
%
Reduction in manual errors
%
Faster task completion
Turn Support into a Revenue Driver
Increase conversions, reduce cart abandonment, and drive repeat purchases with customer support that transforms every interaction into a revenue opportunity.
Improve Customer Experience
Deliver fast, accurate and brand-aligned responses from pre-sale product questions to post-purchase updates and returns across all communication channels.
Reduce Refunds & Chargebacks
Maintain good brand reputation and increase revenue through proactive communication and structured resolution handling that minimizes disputes and unnecessary refunds.
Scale with Demand
Adapt instantly to fluctuations in volume, whether during peak seasons, promotions, or product launches, ensuring customers never experience delays.
Deliver Consistent Brand Voice
Services
Our ecommerce customer service
Call Center & Phone Support
A cost-effective customer service solution that integrates well with your online business.
Live Chat Support
Provide live support for your online customers with highly responsive customer support agents.
Virtual Customer Service Team
A team of customer support representatives who share the values and voice of your business and represent your brand well
Order Processing
Efficient order processing and coordination with the distribution centers for the speedy and accurate delivery of products.
Order Tracking & Monitoring
Proactive order delivery tracking that helps in the reduction of errors and provides customers with timely information regarding the delivery of their products.
Dropshipping Management
We will take care of the dropshipping setup and management
Inventory & Stock Tracking
Real-time tracking of the stock of products that you sell online.
Pre-Sales Support Services
Our highly knowledgeable customer support team will engage visitors and turn them into customers.
Have a question?
Our process
Ecommerce customer service
Within 24 Hours
Store Audit
We examine your store’s present volume and channel (Shopify, Amazon) and develop a strategy.
In 1 Week
Strategy Lockdown
We develop a strategy on return and refund policies, as well as shipping inquiries, so that our agents speak your brand’s unique voice.
In 10 Days
Tech Integration
We integrate with your helpdesk (Zendesk, Gorgias), building powerful FAQs for fast resolution.
In 1 Month
Live Store Support
We go live. Our agents start handling all customer inquiries from pre-purchase to post-delivery tracking, increasing conversion for you.
After 2 Months
Impact Analysis
We measure the impact on CSAT and return rates, optimizing the strategy to convert customer support tickets into repeat purchases.
Why Choose
Why choose Mercatus as your partner?
Real-time inventory management
Keep accurate track of your product stock levels to prevent overselling, manage reorders efficiently, and maintain seamless operations
Fast, responsive customer service
Provide your customers with timely replies across all channels, ensuring no inquiry goes unanswered
Deep product knowledge
Our agents thoroughly study your products and offers to provide accurate information, and represent your brand with expertise
24/7 multilingual support
24/7 operations in 25+ languages ensure your global customers receive consistent service
Seamless platform integration
Our ecommerce support outsourcing solutions integrate smoothly with Amazon, Shopify, and all major ecommerce platforms
Scalable capacity
Easily handle seasonal peaks, promotional campaigns, and business growth
Cost-effective solutions
Reduce customer service costs by 30-40% while maintaining exceptional service quality
Ultimate Security Guarantee
We value your
Digital millennium copyright act
A law that regulates the usage of copyrighted technology, devices and services and prohibits their unauthorized usage.
GDPR
Full compliance with the EU General Data Protection Regulation act — a legal framework that sets scopes for the collecting and processing of personal data of the EU citizens by the companies operating inside the EU.
ISO/IEC 27001:2022 Certified
Process certification that ensures clients’ data protection and management in accordance with global standards.
FAQ
Common
How do you make sure that your agents communicate in our brand’s distinct voice?
Brand alignment is our top priority. We analyze your current tone of voice, return and refund policies, and common shipping queries. This way, whether it’s live chat or phone support, our agents will act like an extension of your in-house team.
We are using Shopify and Gorgias. Can you integrate with our unique tech stack?
Of course. We offer seamless platform integration with all popular ecommerce platforms such as Shopify, Amazon, Magento, and WooCommerce. During Tech Integration, we integrate with your helpdesk software and create proactive FAQs to ensure quick resolution rates and a single, unified data source.
Can your team assist with pre-sales queries to help boost our conversion rate?
Yes. Our pre-sales support services are optimized to convert browsers to buyers. Our agents are trained to proactively engage with visitors in real-time through live chat, answering product queries. We concentrate on converting support tickets into revenue streams.
How does Mercatus deal with seasonal peaks such as Black Friday or holiday sales?
Scalable capacity is definitely one of our key strengths. With our 3x faster scaling capacity than in-house staff, we can quickly integrate more pre-screened agents within 48 hours. This enables you to deal with huge spikes in orders and tracking requests without compromising response times or service quality.
Do you handle the logistics aspect, like order tracking and inventory?
Yes, we deliver order Processing and inventory tracking. Our agents work directly with your distribution centers and drop shippers to enable proactive order tracking & monitoring. This ensures that your inventory is updated in real-time.
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E-commerce customer servicesof
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With team Mercatus you are in good hands! The first months after you change over a large team like an entire call center, you will be involved in reallocating roles.
Our services
You may also be
Multichannel customer solutions
Thus at MERCATUS we aim to provide exceptional customer care and focus on every customer touchpoint with care and attention.
Technical support
Mercatus’ role is to help you develop the right customer & technical support strategy and then to implement it successfully.
Back office support & service
We provide customized back-office services for a variety of functions
IT staff augmentation
Delivery model associated with the actual number of hours at specified hourly rates.