We support leading brands in the UK with fast, flexible and fully managed customer service across email, live chat, social, phone and ticketing platforms.
Your main point of contact, keeping service delivery aligned with your goals, feedback and customer expectations.
Trained customer service agents familiar with ecommerce, order queries, returns, exchanges, delivery updates and platform workflows.
Operational oversight to keep workloads balanced, escalations moving and service standards consistent.
Hands-on coaching, ticket reviews and day-to-day support for agents working on your account.
QA checks, scorecards, coaching and review of replies to protect brand tone and customer experience.
Daily or weekly reporting depending on service tier, covering volumes, response times, trends and improvement areas.
Support spotting risk patterns such as refund abuse, delivery disputes,repeat claims and suspicious enquiries.
Processes that support secure handling of customer data, client policies and escalation requirements.
Technical support for integrations, workflows, automation, reporting and platform setup.
A technical contact to help connect apps, review systems, improve workflows and support ongoing optimisation.
Trustpilot and review platform monitoring, response handling and escalation for unhappy customers.
Human-led live chat that helps customers get answers quickly and can support conversion during buying journeys.
Trained agents who work inside your systems and represent your brand.ullamcorper mattis, pulvinar dapibus leo.
A complete support operation with team leaders, reporting, QA and account management.
Lead generation, telesales and service renewal calls handled by trained agents.
Admin, accounts chasing and repeatable back-office processes delivered by Excevo.
IT support provided by our sister brand Client First Solutions.
AI-assisted customer service with Draft Mode, controlled Send Mode and human oversight.
External ecommerce protection product.
Once your contract is signed we begin the process of allocating colleagues to your account and building your solution.
We connect the tools your team already uses, such as Shopify, CRM Integration, Gorgias, Zendesk and carrier platforms.
We review your Shopify setup, ticket history, FAQs, macros, policies, returns process and tone of voice.
We build SOPs, a knowledge base, canned responses, escalation routes and team training material.
Your trained Excevo team starts handling customer enquiries with reporting and quality control in place.
Complete customer service solutions for every business need.
Absolutely! Our agents receive extensive training in Shopify, Zendesk, and Gorgias during their onboarding process. Using other technology? No problem! Your agent will attend Live Training calls with your team in which you’ll have the opportunity to go through any additional software they may need access to. We also record these calls to streamline training for them to refer to in the future.
At Excevo, we don’t like wasting time. On average, it just takes 2-3 weeks to get your agents up and running. This includes the recruitment, onboarding and the Live Training process!
We tailor our contracts to your needs, many of our clients initially start on a 30-day contract, but for cost savings move towards a longer term commitment. There is no pressure to do either, we will be as dynamic as you need us to be.
Of course! Our agents go through 20 hours of intensive training on Shopify, E-Commerce Best Practices, Customer Support Best Practices as well as Helpdesk Training. We also establish training based on previously closed tickets to assure that your agent is able to answer even the most detailed brand specific questions.
Yes! Unlike other customer service agencies that pool together a team of agents to handle tickets across multiple brands, we assign a dedicated agent to your brand! This ensures that your agent becomes an expert on your brand as well as you brand’s tone and voice just like somebody that you would hire in-house.
Even better, our sister IT company can manage all IT integrations for you, making it even easier to get started with us!
Yes! With our quick onboarding process, we can have agents ready to go for seasonal spikes, you can simply add agents when your demand is high and remove them accordingly. Meaning you don’t need to carry unnecessary staff all year round.
Trained agents who work inside your systems and represent your brand.
A complete support operation with team leaders, reporting, QA and account management.
Lead generation, telesales and service renewal calls handled by trained agents.
Admin, accounts chasing and repeatable back-office processes delivered by Excevo.
IT support provided by our sister brand Client First Solutions.
AI-assisted customer service with Draft Mode, controlled Send Mode and human oversight.
External ecommerce protection product.
Support for sizing, returns, exchanges, dispatch, delivery and high-volume seasonal enquiries.
Support for bulky delivery, product questions, installation guidance, damaged goods and aftercare.
Support for sensitive customer enquiries, repeat purchases, subscription support and review management.
Support for renewals, cancellations, failed payments, plan changes, delivery schedules and retention conversations.
Support for product guidance, shade queries, ingredients, routines, returns and reviews.
Support for trade customers, service-based enquiries, admin processes, renewals and account chasing.
