E-commerce
Customer support that builds loyalty.
Communication with shoppers before, during and after the purchase, on the platforms you already use.
Support for online retail
In online retail, response speed often decides the purchase. Shoppers expect to be able to get information about products, orders, delivery or returns at any moment, whichever channel they use to contact the company.
SocialNet Group provides customer support for online stores and e-commerce companies, taking over communication with shoppers before, during and after the purchase. Our teams work to each client's rules and processes and adapt to the platforms and tools the company already uses.
E-commerce
The challenges you face
Black Friday, holiday promotions, seasonal sales and new product launches can multiply the number of enquiries in a short time and overload customer support.
Unclear information, technical problems or the absence of timely support often lead to abandoned checkouts and abandoned carts.
Shoppers expect timely information about order processing, delivery and possible delays, which makes shipment status among the most frequent support contacts.
Returns, exchanges and complaints call for clear procedures, timely communication and consistent handling in order to keep customer trust.
Shoppers expect equally good communication by phone, email, chat and social media, whichever channel they choose.
E-commerce
How we solve your challenges
Our services suit companies that want dependable customer support without growing their internal headcount. We build teams around your volume and scale them to seasonal swings, promotional campaigns and a rising number of orders.
Pre-purchase support
We answer questions about products, availability, prices, payment methods and delivery terms.
Support during checkout
We help shoppers with ordering, payment and the technical problems that can interrupt a purchase.
Order and delivery tracking
We provide information on shipment status, delivery times and any changes to the delivery.
Complaints, returns and exchanges
We process requests in line with your company's rules, with clear communication throughout.
Post-purchase support
We answer follow-up questions, help customers use the product and handle after-sales requests.
Multichannel and multilingual support
We communicate with shoppers by phone, email, chat, social media and any other channel your brand uses.
Stay ahead
Insights and advice from our team
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