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Ecommerce BPO
40-50%
Cost Savings
96%
Client Retention
2-4
Week Launch
Central
Time Zone
Peak Season Ready
Scaling for Black Friday. Clearing returns backlogs. Keeping CSAT above 90% when volume triples. That is not the pitch. It is our track record.
For DTC Brands and Omnichannel Retailers
Scale support without sacrificing brand voice.
Ecommerce Customer Service Outsourcing
Dedicated bilingual teams handling voice, chat, email, SMS, and social. Our ecommerce customer service outsourcing teams learn your brand voice, your products, and your policies so every interaction sounds like your team, not ours.
Live in 2-4 weeks • 90%+ CSAT • Omnichannel coverage
For Marketplace Sellers
Every order tracked. Every customer updated.
Order Management and Fulfillment Support
Order status updates, shipping inquiries, address changes, and fulfillment exceptions handled by agents trained on your platforms. Fewer escalations. Faster resolutions. Customers who come back.
Live in 2-4 weeks • FCR: 75-85% • <60 second chat response
For Fashion, Apparel, and Consumer Brands
Protect margins. Convert more exchanges.
Returns and Exchanges Processing
Consistent policy enforcement, fast processing, and agents who know the difference between a frustrated customer and a serial returner. Our ecommerce BPO teams turn returns into exchanges and complaints into loyalty.
Live in 2-4 weeks • SLA: 95%+ adherence • Reduced refund rates
For Subscription Commerce Brands
Turn support conversations into revenue.
Sales, Upsell, and Cross-Sell Support
Trained agents who recognize buying signals, recommend relevant products, and increase average order value through genuine conversation. Live chat, outbound follow-ups, and post-purchase engagement that drives LTV.
Ramp: 3-6 weeks • Conversion-focused training • Bilingual capability
Scale your support before your customers notice you haven't.
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A flash sale inquiry is not a subscription billing question. A $200 jacket return is not a $15 accessory exchange. When your agents treat them the same way, your CSAT shows it.
Amalga ecommerce BPO teams train on your specific workflows, platforms, and product lines before they go live. They know the difference between a Shopify returns flow and a Gorgias ticket queue. The result: 90%+ CSAT, 75-85% first-contact resolution, and full ramps in 2-4 weeks.
90%+
CSAT Average
75-85%
First-Contact Resolution
2-4
Weeks Seasonal Ramp Time
Your shoppers do not call back to give you a second chance. Ecommerce customer service requires agents who understand your catalog, your return policies, and your seasonal patterns from day one.
Cultural Alignment
Our teams know how American shoppers buy, complain, and decide to come back. No scripts. No awkward pauses. Just natural conversation that protects your brand.
Same Time Zone
Same business hours as your team. Real-time escalations, real-time collaboration, and no overnight turnaround delays. Your peak hours are our peak hours.
Accent-Neutral English
Clear, professional communication with every customer. No language barriers slowing down your resolution times or frustrating your shoppers.
2-Hour Flight
Monterrey is a 2-hour flight from most major U.S. cities. Meet your ecommerce BPO team anytime. Tour operations. Or we will come to you.
Peak Season Overwhelms Your Team
Black Friday, Cyber Monday, and flash sales create 3-10x volume spikes. Your internal team burns out, response times spike, and CSAT drops when it matters most. Amalga deploys trained agents within 2-4 weeks so you scale ahead of demand instead of scrambling to catch up.
Returns Are Eating Your Margin
High return volume is unavoidable in ecommerce. But slow processing, inconsistent policy enforcement, and agents who default to refunds instead of exchanges make it worse. Our teams protect your margin by resolving returns faster and converting more refunds into exchanges.
Offshore Quality Does Not Match Your Brand
Your current vendor misses context, lacks product knowledge, and creates more escalations than resolutions. You are spending time fixing their work instead of growing your business. That changes when your support team actually knows your products and your customers.
First-Contact Resolution Is Too Low
Agents without deep product knowledge create repeat contacts. Every unresolved inquiry costs you: another ticket, another frustrated customer, another hit to your CSAT score. Our agents train on your products, your policies, and your platforms before going live.
Large BPOs Treat Mid-Market Brands as Afterthoughts
Mid-market ecommerce brands rarely get priority at large BPOs. You end up with junior reps, generic processes, and account managers who never respond. Amalga gives you a dedicated team and direct access to senior management.
You Cannot Staff Fast Enough to Keep Up
Growth is outpacing your ability to hire, train, and retain support staff. Every open seat is a missed interaction. Our nearshore model gives you trained teams that stay without the hiring cycle that slows you down.
Different business models. Different support needs. Same commitment to quality and brand consistency.
DTC Brands
Omnichannel Retailers
Marketplace Sellers
Subscription Commerce
"Amalga scaled our support team ahead of peak season without compromising our brand voice. Their bilingual team helped us maintain a strong CSAT during our highest volume periods."
VP of CX, North American Apparel BrandThe Challenge A North American apparel retailer needed to scale omnichannel support for voice, chat, SMS, and social while maintaining brand voice consistency during their highest-volume promotional periods. Internal teams could not keep pace with seasonal demand, and previous outsourcing partners sacrificed quality for speed.
The Solution Amalga’s team deployed a dedicated customer service team with structured brand immersion training, platform-specific workflows for Shopify and Gorgias, and weekly QA calibration sessions. The team managed voice, chat, SMS, and social through peak season surges without dropping performance.
92%
CSAT
64
NPS
0%
Agent Attrition
*Results vary by engagement. This case study reflects one client’s experience.
Fewer escalations. Faster resolutions.
See what our dedicated ecommerce BPO teams deliver.
“The team integrated quickly into our Shopify and Gorgias workflow and significantly reduced our returns backlog within the first quarter.”
“Their leadership was present, proactive, and genuinely invested during the implementation. We never had to chase updates, they came to us. That level of commitment is rare in a BPO partner.”
“Their attention to brand voice is what sets them apart. Our customers do not know they are talking to an outsourced team, and that is exactly the point.”
Our ecommerce BPO teams integrate directly into your existing platforms and workflows. No migration required.
And many more. If your team uses it, we can learn it.
Book a Discovery Call
We provide dedicated ecommerce BPO services including customer support across all channels (voice, chat, email, SMS, social), order management, returns and exchanges processing, sales and upsell support, back-office operations, and bilingual support for U.S. and LATAM markets.
We can deploy trained agents within 2-4 weeks using our phased ramp models that are built around your projected demand. Our teams have maintained 90%+ CSAT through 3-10x volume spikes during Black Friday, Cyber Monday, and major promotional periods.
Our teams train on all major ecommerce platforms including Shopify, Magento, WooCommerce, BigCommerce, and Amazon Seller Central. For helpdesk tools, we work with Gorgias, Kustomer, Gladly, Re:amaze, Freshdesk, Intercom, Zendesk, and Salesforce.
We use structured brand immersion during onboarding, ongoing QA calibration sessions, and continuous coaching to ensure every agent interaction reflects your brand. Our ecommerce customer service outsourcing model treats brand voice as a KPI, not an afterthought.
We are a dedicated nearshore partner, not a global staffing operation. That means hands-on executive access, dedicated teams (not shared agents), ecommerce-specific training, and the flexibility to scale without the rigidity of enterprise contracts. Mid-market brands get senior leadership, dedicated teams, and real accountability at Amalga.
We typically deploy fully trained ecommerce customer service teams within 2-4 weeks from kickoff to when our agents have their first live interaction with your customers. eCommerce sales and upsell teams may take 3-6 weeks depending on product complexity and training requirements.
We are ISO 27001 certified and PCI DSS compliant, which means your customer data and payment interactions are protected by independently audited security standards.
We consistently deliver 90%+ CSAT, 75-85% first-contact resolution on order inquiries, under 60-second chat response times, 2-4 hour email response times, and 95%+ SLA adherence. We also track and improve your NPS score and seasonal ramp speed.
We serve DTC brands, omnichannel retailers, marketplace sellers, subscription commerce companies, B2B ecommerce, and vertical-specific brands in fashion, beauty, health and wellness, healthcare, and CPG.
Prioritize providers with ecommerce-specific training, platform fluency across your tech stack, proven seasonal scaling capability, and dedicated teams rather than shared agent pools. Cultural alignment, time zone overlap, and transparent KPI reporting separate us, as a strategic partner from other generic vendors you may have worked with in the past.
Scaling does not mean you must choose between speed and quality. Our ecommerce BPO teams ramp in weeks, hold 90%+ CSAT, and sound like your in-house team from day one.
Let’s find together what is possible for your eCommerce business.
