Customer Support & Post‑Purchase Ops for eCom/D2C

Scale your brand with done‑for‑you CX

We reply in <2 hours, lift CSAT to 90%+, and cut WISMO tickets by 25–40%. Email, chat, socials, and order ops — fully managed.

Book a 20‑min Discovery Call See Pricing

FRT ≤ 2h

CSAT 90%+

Secure & Compliant

What we manage for you

From customer messages to refunds, exchanges and subscriptions.

✔ Email & Chat Support

✔ Social DMs & Reviews

✔ Refunds & Exchanges

✔ WISMO & Delays

✔ Subscription Edits

✔ Gorgias/Zendesk Setup

✔ Macros & KB

✔ QA & Reporting

Services that move the needle

Built for eCommerce & D2C teams who want fast replies, delighted customers, and clean post‑purchase ops.

🎧

Customer Support

Email, chat, socials — full coverage with brand‑perfect tone and macros.

Gorgias/Zendesk setup & hygiene
Macros, tone guides, KB build
SLA: Email ≤ 2h, Chat ≤ 2m

🏢

Order Ops

Refunds, exchanges, reships, subscription edits, WISMO — handled end‑to‑end.

Refunds, exchanges, reships
Carrier follow‑ups, delay comms
Subscription skip/pause

📊

Quality & Insights

QA scorecards, CSAT/NPS, theme analysis, and revenue‑assist via smart replies.

QA scorecards & coaching
CSAT/NPS & theme analysis
Weekly insights & playbooks

1h 28m

Avg Email FRT

92%

CSAT

−34%

WISMO Tickets

+6–12%

AOV Lift

Proven on real brand queues

Snapshots from recent 30‑day pilots. Your results may vary — our job is to beat these.

Beauty D2C (US)

30‑day pilot results

✔ FRT 4h → 1h 20m
✔ CSAT 78% → 92%
✔ Backlog −41%

Supplements (UK)

30‑day pilot results

✔ WISMO −36%
✔ Refund abuse −18%
✔ AOV +8% via macros

Haircare (US)

30‑day pilot results

✔ Weekend coverage
✔ Chat FRT 60s
✔ NPS +11

Simple, flexible pricing

Month‑to‑month. Ramp seats as you grow. Cancel anytime with 30 days’ notice.

Starter

$899/seat

Mon–Fri, 1 seat, shared TL

✔ Email/Chat
✔ Gorgias/Zendesk
✔ Macros + KB
✔ Weekly report

Start a 30‑day pilot

Growth

Scale

$1,299/seat

6–20 seats, 18/6 or 24/7

✔ Full channel coverage
✔ Advanced QA & insights
✔ QBR & roadmap
✔ Custom playbooks

Start a 30‑day pilot

Custom quotes for phone-heavy, multilingual, or enterprise security needs.

Onboard in days, not months

A tight pilot that proves value — then we scale seats.

1Discovery

15–20 min to size volumes, SLAs, scope

2Setup & KB

Gorgias/Zendesk hygiene, macros, tone guides

3Go‑Live

Start on email/chat; daily standup; weekly review

4Optimize

QA, insights, AOV‑assist, add seats & channels

Security you can trust

Least‑privilege access, NDAs/DPAs, password vaulting, and auditable workflows. We respect your brand and your customers.

✔ SSO via Google; role‑based access
✔ 1Password for credential management
✔ Data Processing Addendum & NDAs
✔ PII handling SOPs; no local storage

Industry focus

We shine where post‑purchase matters most.

🇺🇸 Beauty & Skincare (US)

🇬🇧 Wellness & Supplements (UK)

🇺🇸 Haircare (US)

🇬🇧 Apparel (UK)

🇺🇸 Home & Lifestyle (US)

🇬🇧 Subscription brands (UK)

FAQs

Straight answers so you can move fast.

Do you only work with eCommerce/D2C brands?

It’s our sweet spot (Shopify/Amazon + Gorgias/Zendesk), but we support SaaS and marketplaces too.

What SLAs do you commit to?

Email FRT ≤ 2 hours during coverage, chat ≤ 2 minutes, CSAT ≥ 90%. We’ll set brand‑specific targets during onboarding.

How fast can you start?

Typically within 5–10 business days once we have KB access and brand policies.

Can you cover weekends and phones?

Yes — add seats for 18/6 or 24/7 and optional phone coverage via Aircall/CloudTalk.

How do pilots work?

30‑day pilot with clear success metrics (FRT, CSAT, backlog burn‑down). If we hit them, we scale seats.

Book a 20‑minute discovery call

Tell us about your volumes, channels, and goals. We’ll share a pilot plan with SLAs and a start date.

Prefer email? Write to hello@cxconsultants.com

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Request a Call

We’ll respond within one business day.