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Expand to Bulgarian customers. We’ll take care of the Support.
Your Romanian e-commerce store is ready to expand. But who answers when Bulgarian customers call about their orders?
Bulgarian Market Readiness Check
Answer a few questions and get a customized support plan
Why Romanian E-commerce Companies Choose Us
You’ve built a successful store in Romania. Bulgaria is the logical next step.
The Bulgarian Opportunity
👥 7 Million Consumers
A market 1/3 the size of Romania, right next door
📦 Same Logistics Zone
Your courier partners already deliver there – Speedy, Econt, FAN Courier
💳 Similar Buying Habits
Cash on delivery popular, same payment preferences as Romania
📈 15%+ E-commerce Growth
One of the fastest growing e-commerce markets in SEE
🏆 Less Competition
Fewer established players than Romania – first mover advantage
The Support Challenge
✗ Language barrier: Bulgarian uses Cyrillic alphabet – completely different from Romanian
✓ Your dedicated Bulgarian support team in 1 week. Zero hiring and HR headaches. No entity setup. You focus on sales – we handle everything else, with full commitment to SLA
What We Handle For Your Bulgarian Customers
Everything that happens after they click “Buy”
❓
Pre-Sale Inquiries
• Product questions in Bulgarian
• Size & compatibility guidance
• Shipping time & cost questions
• Payment method support
• Stock availability checks
📋
Order Management
• “Where is my order?” calls
• Delivery coordination with couriers
• Address changes & corrections
• Order modifications
• COD confirmation calls
↩️
Returns & After-Saless
• Return request processing
• Refund status updates
• Product complaints handling
• Exchange coordination
• Review & feedback management
All Channels Your Bulgarian Customers Use
Phone Calls
Inbound & outbound
Response < 2 hours
Live Chat
On your website
Viber
Popular in Bulgaria
Messenger & comments
On your website
Popular in Bulgaria
Results We Deliver
138.5%
Closure rate achieved
‹ 2 min
Average response time
68%
First call resolution
94%
Customer satisfaction
5
Chats simultaneously
Go Live in Bulgaria in 3 Simple Steps
From first call to live support in 1 week
01
Discovery Call
We learn about your products, typical customer questions, brand voice, and current processes. We also identify your support platforms and integrations, escalation protocols, performance expectations, and peak business periods to ensure seamless Bulgarian customer support from day one.
02
Team Training
We select and train native Bulgarian agents on your products, policies, and how to represent your brand. This includes deep product knowledge, mastery of your systems and workflows, handling complex customer scenarios, Bulgarian legal compliance, your exact brand voice, and continuous updates on new launches and campaigns.
03
Go Live
Your Bulgarian customers start receiving professional support. You get daily reports and full visibility. This includes real-time performance metrics, regular review calls, quality audits for brand consistency, trend analysis to spot issues early, direct escalation channels for urgent matters, and continuous process optimization as you scale.
All Flexible Pricing for Every Stage
Start small, scale as your Bulgarian sales grow
Pay per Interaction
Perfect when entering the market
Pay per Hour
Predictable costs as you scale
Dedicated Team
Your own Bulgarian support team
Questions Romanian E-commerce Owners Ask Us
Do your agents understand e-commerce and order management?
Yes. Our team handles customer support for multiple e-commerce clients. They’re trained on platforms like Shopify, WooCommerce, Magento, and custom systems.
Can you work with our existing systems?
Absolutely. We integrate with your CRM, helpdesk (Zendesk, Freshdesk, etc.), and order management system.
What about courier coordination? We use Speedy and Econt.
We work with all major Bulgarian couriers daily – Speedy, Econt, Rapido. Our agents can track shipments, coordinate redeliveries, and handle address issues.
How do you handle product returns and refunds?
We follow your return policy exactly. Agents can initiate returns in your system, explain the process to customers, coordinate courier pickup, and provide refund status updates.
How quickly can we start?
Typical setup is 2-3 weeks from contract signing. For urgent launches, we can expedite to 1 week with existing trained agents.
Why should we expand to Bulgaria now?
Bulgaria has 7 million consumers with growing e-commerce adoption, and it’s just across the border. Romanian brands are already trusted in the region, giving you a competitive advantage. While your competitors hesitate, you can capture market share with minimal risk.
Do we need to register a Bulgarian entity to sell there?
No. You can sell to Bulgarian customers from your Romanian entity. We handle all customer support in Bulgarian, so you avoid legal complexities while serving the market professionally.
What channels do you support?
Email, live chat, phone, Viber, WhatsApp, Facebook, and Instagram DMs – whatever channels your Bulgarian customers prefer.
How do we measure if this is working?
We provide regular reports on response times, customer satisfaction, ticket volume, and common issues. You’ll have full visibility into your Bulgarian customer experience.
What if our products or policies change?
We stay synchronized with your business. Regular update calls ensure our team always represents your current offerings, prices, and policies accurately.
Ready to Sell to 7 Million More Customers?
Your products are ready. Your logistics work. Let us handle the customer support.
Get a customized support plan for your Bulgarian expansion – free.
✓ Response in 24 hours ✓ Custom pricing for your volume ✓ Start in 1 week
Talk to Our Romania Expansion Team
We have a dedicated team for Romanian e-commerce companies
+40 316 315 324
Romanian-speaking team
+359 888 290 100
Sofia HQ
info@mercatusoutsourcing.com
Email us anytime