Email and live chat support for ecommerce brands

Email is still where most ecommerce support happens, and live chat is where hesitant buyers decide whether to check out. Both need the same thing: a quick answer that is actually correct.

Email support

I answer your support email and contact form messages 7 days a week. Before each reply I read the whole conversation, the order and the tracking, so the customer never has to repeat themselves. Replies are written in your voice, using saved templates only as a starting point, never pasted blindly.

• Order, shipping and tracking questions
• Returns, exchanges and refunds within your policy
• Product and sizing questions
• Complaints, with a clear next step every time
• Follow ups on open tickets so nothing goes quiet

Live chat support

On the Growth and Scale plans I also cover your live chat during the hours we agree, typically the busiest shopping hours for your market. Pre sale chats get priority, because a good answer there is often the difference between an abandoned cart and an order.

Outside chat hours, messages are routed to email and answered in the normal response window, so no conversation is lost.

Response times

Tickets are answered 7 days a week, weekends and holidays included. Most get a first reply the same day. During onboarding we agree a response window that fits your volume and your customers' time zones in the US, Canada or Australia.

Tools

Gorgias, Zendesk, Freshdesk, Help Scout, Re:amaze, Tidio, Shopify Inbox, Gmail and Outlook. If you do not have a helpdesk yet, I can help you choose and set up one that fits your volume and budget.