eCommerce customer services

Your customers are safe in our hands. A highly-trained team of advisors provide total assurance, resolving queries in a fast and professional manner.

Technology & reporting

Order fulfilment, emails, marketplaces and telephone calls are integrated with our platform. All contact is logged and managed in a single place which means your customers are provided with instant and consistent information.

All customer-facing activity is recorded which enables us to report by contact type (for example orders, queries and returns) to ensure we meet our SLAs and deliver outstanding levels of service.

An experienced call handling partner

Our customer service advisors are fully trained to represent your brand and currently manage call handling for over thirty online retailers across a range niche markets.

We assign a unique DDI ('direct dial-in') number to your business and an auto-attendant message is recorded to immediately inform your customers of wait times. Our system then routes the call to the next available operator.

Online and offline services

Consumers expect brands to be active across a host of communication channels, that’s why we provide a range of options for your customers to get in touch, from the more traditional phone and email, to live social and web chats.

We’re also able to process offline payment (cheques and postal orders) and data-capture such as competition entries using a Freepost address.  All data is processed through our platform with addresses validated against the Royal Mail PAF database.

Making a point of process and security

Activity is monitored, insight is shared, and defects are actioned through our quality management system.

Integral components include adherence to the General Data Protection Regulation (GDPR) and compliance with PCI DSS regulations for the handling of cardholder data. All our personnel are vetted and data is securely processed within our platform, which features comprehensive database firewalls and is accessed through an externally audited network.

Explore our wider fulfilment services

Pick, pack and dispatch

We ship orders fast! 99.9% of orders are picked and dispatched on the same day.

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Stock storage

Flexible storage capacity managed 24/7 by our intelligent stock control platform.

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Specialist product handling

Dedicated facilities for organic, ambient, fashion, high-value, and dangerous goods.

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Amazon fulfilment services

Stock preparation for Fulfilment by Amazon (FBA) and approved for Seller Fulfilled Prime (SFP).

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Marketplace fulfilment

API integration with Amazon and eBay simplifies sales and stock listings across channels.

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eCommerce fulfilment

Plug and play connectivity with eCommerce platforms including Shopify and Magento.

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Total eCommerce logistics

Fully managed international freight and import of goods from factory door to consumer.

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eCommerce customer services

Our skilled team of advisors can handle all customer care activity on your behalf.

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Making amazing customer service a priority for your business.

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"Dealing with the team at Exact Abacus is easy, every facet of our relationship just works as it should!"

Andrew Menzies - Red Candy

"The software has proven to be incredibly adaptable and has driven the rapid growth of our business."

Colin Christie - Christies Direct

"The technology has easily scaled with our business and we now consign over 10,000 parcels a day."

Mike Stephenson - ILG

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