E-commerce Outsourcing
We provide global e-commerce brands with multilingual talent, AI-driven workflows, growth support, and back-office expertise needed to scale rapidly and build long-term customer loyalty.
Why Us
Why leading e-commerce brands choose
Multilingual Global Reach
Support in 25+ languages across the EMEA region with native experts who understand local market nuances.
Performance-Driven SLAs
Clear, measurable service level agreements aligned with your KPIs, ensuring consistent response times, resolution efficiency, and customer satisfaction.
Data-Driven Revenue Growth
We look at key moments in the customer journey to reduce cart abandonment, increase basket size, and make support a source of profit.
MERCATUS
Our E-commerce
AI Automation & CX Technology
- AI-Enhanced Efficiency: Implementation of AI chat and voice automation tools to handle routine customer inquiries and improve operational efficiency.
- CRM Integration: Seamless connection with Shopify, Magento, Zendesk, Gorgias, and Salesforce.
Our
Get Your
Results
95%
Avg. Faster Response Times
25+
Languages Supported
80%
Up to 80% Query Automation (AI)
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.
Why Choose
Why E-commerce Brands
Protect Margins in a High-Cost Environment
At Mercatus, we build a right-sized nearshore multilingual team across the EMEA region, providing cost efficiency with high performance capabilities. AI assisted workloads, and our reporting dashboards guarantee ROI for every hour spent supporting customers.
Reduce Operational Risk
We help you mitigate launch risks through pre-configured infrastructures, trained multilingual teams, and proven operational processes. With operational centers in Bulgaria, Romania, and Greece, we offer multilingual support and regulatory support across the EU.
Faster Response Times
Our team offers 24/7 omnichannel customer support with real-time CSAT, NPS, and FRT tracking, structured escalation processes and performance-based SLAs. We also have dedicated QA teams for continuous real-time quality checks ensuring quality is not sacrificed for speed.
Specialized E-commerce Expertise
Our teams integrate directly with your marketplaces, CRM platforms, and helpdesk systems to prevent revenue leakage, reduce fraud, and ensure precise inventory and fulfillment management.
Automation through AI Voice
We integrate AI-driven ticket routing, intelligent chat automation, and optimized workflows to reduce operational workload and increase efficiency. With up to 80% of routine queries automated through AI voice and chat agents, your human teams can focus on conversion support, retention strategies, and high-impact customer interactions that directly influence revenue.
Data-Driven Revenue Growth
We identify key moments in the customer journey to reduce cart abandonment, increase basket size, and capture and convert high-intent leads before they drop off.
Flexible Delivery Models
We offer flexible delivery models like pay-per-interaction, dedicated teams, shared resources, or pay-per-hour, designed to align with your operational needs, optimize costs, and scale seamlessly as your business grows.
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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.