Enquiry Management for Ecommerce Businesses

Expert support across telephone answering, order taking and customer service, tailored for online retailers.

Powerful, Scalable Enquiry Management for Ecommerce Brands

As online retail continues to grow, so does the volume of customer enquiries across every channel. phone, email, live chat and social media. Managing these interactions efficiently is crucial to maintaining customer satisfaction, driving conversions and supporting business growth.

We provide fully managed enquiry management services for ecommerce businesses, covering everything from telephone answering and order taking to customer service, seamlessly integrated with your existing systems and workflows.

Why Ecommerce Businesses Need Enquiry Management

Today’s online shoppers expect instant responses, friendly service, and consistent support, regardless of when or how they contact you. Whether they’re asking about product details, placing an order, or checking delivery status, every enquiry is an opportunity to build loyalty and maximise revenue.

Without proper enquiry management in place, ecommerce businesses risk:

Missed sales opportunities from unanswered calls
Increased cart abandonment due to slow response times
Negative reviews and damaged brand reputation
Overstretched internal teams during peak seasons

Our service helps you handle every enquiry with professionalism and speed, 24/7, 365 days a year.

Our Ecommerce Enquiry Management Services

We act as an extension of your brand, managing customer interactions across multiple channels with trained agents who understand your business, products and customers.

📞 Telephone Answering

Never miss a customer call again. Our dedicated call handlers answer in your brand’s name, using tailored scripts and full access to your systems. Whether it’s overflow support during busy periods or out-of-hours coverage, we ensure every call is answered promptly and professionally.

Real time call handling
Custom scripts & FAQs
Brand aligned greetings
Scalable support during seasonal spikes

🛒 Order Taking

We handle phone-based orders with speed and accuracy. Agents can take payments securely, input orders into your ecommerce platform and send confirmation emails or SMS, all while maintaining a seamless experience for your customers.

PCI-compliant payment processing
Orders entered directly into your site or CRM
Upselling and promotional awareness
Support for non digital or less tech savvy customers

💬 Customer Service

From order tracking to returns, we manage the full spectrum of ecommerce customer service on your behalf. We’re here to assist your customers at every stage of their journey, before, during and after a sale.

Delivery and tracking updates
Refunds, exchanges & returns
Product queries & account help
Live chat, email & social media support

Key Features

✅ 24 hour, 7-Day Coverage

We support your business when your customers need it most, including evenings, weekends and bank holidays:

Monday–Friday: 24hours
Saturday: 24 hours
Sunday & Bank Holidays: 24 hours

You stay responsive without needing to expand your in house team.

✅ Seamless Brand Integration

We work closely with you during setup to ensure our agents feel like an in house extension of your business:

Detailed onboarding and training
Brand aligned scripting and tone
Access to your tools, platforms and knowledge base
Real time reporting and insights

✅ Cost-Effective and Scalable

Our pricing is based on actual usage, you only pay for the calls or enquiries we handle. Perfect for businesses that need to scale up support quickly without committing to permanent hires.

Pay as you go model
No setup fees or long term contracts
Easily scalable during promotional or seasonal peaks

Ecommerce Enquiry Channels We Manage

Our enquiry management solution is fully omnichannel, giving your customers the freedom to reach you however they prefer:

📞 Phone
💬 Live Chat
📧 Email
💬 WhatsApp & SMS
📱 Social Media (Facebook, Instagram, Twitter/X, TikTok)

With consistent service across all platforms, you create a seamless, reliable customer experience.

Who We Work With

Our services are trusted by ecommerce businesses across all industries, including:

Fashion & apparel
Health & beauty
Homeware & furniture
Electronics & gadgets
Subscription boxes
Pet products
Sports & outdoors
Gifting & personalised items

Whether you’re a startup scaling operations or a fast growing online retailer preparing for seasonal peaks, we help you stay responsive, professional and customer focused.

Real Results for Ecommerce Retailers

One of our fashion ecommerce clients saw a 35% reduction in average response time and a 20% uplift in Trustpilot reviews during their seasonal sale, all thanks to our enquiry management service. By taking pressure off their internal team, they were able to scale efficiently while maintaining exceptional customer satisfaction.

Why Choose Us?

🎯 Specialists in ecommerce enquiry management
🛍️ Deep understanding of online retail operations
🤝 Seamless brand alignment and integration
🇬🇧 UK-based agents trained in your product range
🔐 GDPR and PCI-compliant processes
📊 Transparent reporting and analytics

We’re more than just a contact centre, we’re a partner in your ecommerce success.

Let’s Help You Deliver Better Customer Experiences

If your ecommerce business is struggling to keep up with calls, orders and enquiries, especially during peak trading times, we can help. Our fully managed service ensures you never miss a sale, lose a lead or disappoint a customer again.