Customer service and operational workflows
Buyer messages, returns and reviews handled to written standards your team can follow.
Who it's for
Sellers whose response times or review scores are slipping as volume grows.
Problems this solves
- Slow replies hurt shop ratings
- Every agent answers differently
- Refunds are issued without checks
Deliverables
- Response templates and tone guide
- Refund and replacement rules
- Escalation workflow
- Customer service set-up or hands-on cover (as scoped)
How the engagement works
Step 1
Diagnose
We review recent conversations, response times and refund patterns.
Step 2
Plan
We agree priorities, owners and the KPIs we will report on before any work starts.
Step 3
Implement
We write the standards and either run cover or train your team to them.
Step 4
Review
Weekly updates against the agreed KPIs, with a monthly review of what to change next.
What we need from you
- Inbox or chat access
- Returns and refund policy
- Product FAQs
What you receive
- Customer service playbook
- Weekly response-time report
KPIs we report on
- First response time
- Resolution time
- Refund rate
- Rating or review trend
Scope boundaries
- 24/7 coverage requires a dedicated team and is quoted separately
Questions about this service
Can you cover weekends?
Coverage hours are agreed in scope. Extended hours are possible with a dedicated agent.
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