Industry/Consumer & Travel
E-commerce & Retail BPO in Kenya.
Support that turns shoppers into repeat customers.
Order, returns, chat and social support for online retailers, with teams planned around your seasonal peaks.
- D2C brands, retailers, marketplaces
- Clients
- Chat, email, social, WhatsApp, phone
- Channels
- Black Friday and holiday scaling
- Peaks
- Shopify, WooCommerce, Magento
- Platforms
Overview
Affordable e-commerce and retail BPO for companies in Canada, Australia, Saudi Arabia and South Africa
- 01
Order management, returns, refunds, product questions, live chat, social replies and post-purchase care.
- 02
Seasonal surges such as Black Friday, holidays and flash sales are planned for weeks ahead.
- 03
Agents treat every support contact as a chance to retain the customer or grow the basket.
- 04
We work across your storefront, marketplaces and helpdesk tools.
At a glance
Targets are agreed per client and written into your SLA.
- Target live chat response
- Under 30 sec
- Seasonal scaling plans
- Peak-ready
- Coverage available
- 24/7
What's included
What's included in our e-commerce & retail service.
Take one piece or all of it. Every item runs to documented procedures with an owner, a target and weekly reporting.
- 01
Order support
Order status, changes, cancellations and delivery issues.
- 02
Returns and refunds
Returns, exchanges and refunds within your limits.
- 03
Pre-sales chat
Product advice that helps shoppers buy.
- 04
Marketplace support
Amazon, Jumia and other marketplace messages.
- 05
Social commerce
Instagram, TikTok and Facebook shop enquiries.
- 06
Catalogue upkeep
Product listings, descriptions and data.
Recommended services
The services e-commerce & retail teams use most.
Your customers' data, properly protected.
E-commerce & Retail work runs on the same secure foundations as every Maxed BPO programme, with controls you can audit.
- Locked-down machines with no personal devices or downloads
- Role-based, logged access to your systems
- GDPR, Kenya Data Protection Act and PCI-DSS practices
- NDAs and data processing agreements as standard
How we tailor it
How e-commerce & retail outsourcing with Maxed BPO works.
Every sector programme follows the same careful path, built around your rules, systems and busy periods.
- 1
Understand your sector
We learn your customers, rules, systems and busy periods before anything else.
- 2
Hire for the job
We recruit people with relevant backgrounds and train them on your products.
- 3
Launch carefully
A supervised pilot with daily calibration before the team takes full volume.
- 4
Report and improve
Weekly reports, monthly reviews and headcount that flexes with demand.
Who it's for
Who uses our e-commerce & retail service.
- D2C brands
- Online marketplaces
- Omnichannel retailers
- Subscription box companies
- Fashion and beauty brands
Platforms
Tools and platforms we work in.
Your team works inside the systems you already use. Don't see yours? We learn custom tools too.
- Shopify
- Gorgias
- Zendesk
- WooCommerce
- Magento
- Klaviyo
- Jumia Seller Center
- Amazon Seller Central
FAQ
E-commerce & Retail: your questions.
Something else on your mind? Our team replies within one working day.
Speak to a specialist
Tell us your volumes and goals. We reply within one working day with a suggested team and price.
Get a free quoteCan you scale up for Black Friday?
Yes. Extra agents are trained weeks before your peak.
Can agents issue refunds?
Yes, within the limits you set.
Do you support marketplaces like Jumia and Amazon?
Yes, including seller messaging and dispute handling.
More industries
Other sectors we support.
Get a free e-commerce and retail BPO quote
A no-obligation consultation to design your team, hours and price. Most quotes are back within one working day.