Customer satisfaction is crucial in e-commerce. Let your support team engage with consumers and address their questions and complaints through a multi-channel contact solution that integrates SMS and social media.


Check out the following use cases.

Customer support agents handle all inbound calls, emails and chats from consumers. They also answer questions and complaints about your products and services via SMS and mobile apps.

Our agents can help B2B, B2C and C2C eCommerce businesses provide customer service via social media. They engage with customers online and make sure each interaction creates customer satisfaction.

Our customer support agents make use of an integrated help desk solution, such as FreshDesk or ZenDesk, to answer questions from consumers and address their complaints.

Customer support agents handle urgent requests from customers about their orders. Agents immediately inform logistics partners of changes in shipping options and delivery information.

Customer support agents process requests from customers for a refund or return of damaged or wrong items. Agents submit issues to a ticket system to keep track of these requests.

Customer service agents reach out to online shoppers on your website. They may upsell or cross-sell to customers who continued browsing after adding items to their shopping cart.

Your customer support agents can verify online transactions to prevent identity theft and credit card fraud. They can call customers back and guide them through the security protocol.

Customer support agents receive, verify and process credit card information provided by consumers. They facilitate points of customer interaction throughout the transaction for payment processors and credit card issuers.

Customer support agents receive, verify and process the consumer’s payment info for payment processors. They facilitate points of customer interaction throughout the transaction for online payment service providers.

Customer support agents receive, review and process billing disputes and inquiries from consumers. They find ways to resolve problematic transactions between customers, payment processors, and merchants

Live chat agents engage with consumers through a video calling app or web chat platform. Consumers talk to agents face-to-face as they browse through your website’s product catalog.

Customer support agents organize and send out emails to consumers who opted in. They also receive emails from customers and forward them to the right person or team.

Live chat agents engage with consumers through a web chat service or app. They provide support and guidance to customers while they’re shopping online or after a sale.

Live chat agents engage with consumers in real-time through SMS and mobile chat apps. Customer support is delivered seamlessly — wherever and whenever consumers need it.

Agents work closely with warehouse management and inventory clerks at your store. They help in updating your inventory database and processing orders for new stock.

Agents work with your team in updating your online product catalog. They verify details, such as SKUs and UPCs, and make sure the image matches the product description.

Agents assist your team in processing vendor payments. They keep track of your accounts payable and verify payments to suppliers – wherever they are in the world.

Agents add and update inventory data to interface with a POS system and accounting software. They make sure correct product codes and prices are entered into a database.

Agents enter data about vendors or suppliers into spreadsheets or database system. That data may include the vendor’s contact information, goods to be received and inventoried, and invoices.

Agents keep track of all data about your shipping and logistics partners. That data may include contact details, orders processed and fulfilled, returns and refunds, and other relevant info.

Agents collaborate with your market research team in gathering, manipulating and synthesizing data from various sources. These sources include retail scans, distributor sales, and customer surveys.

Agents work with your team in updating the product information on your website. They add, change or delete product data, such as SKUs, UPCs, descriptions, models, and sizes.

Agents help your team to manage and enrich data about your customers. Such data include billing and shipping addresses, credit card information, and purchase history.

Agents collect data and update your database of corporate information. The data may include names of contact persons, emails, phone and fax numbers, and companies.

Agents label images with keywords relevant to each image. This meta-information can be also added to videos, GIFs, and audio clips to improve data labeling and search.

IT support agents and developers work together in customizing your ecommerce site and managing its back-end operations using CMS such as Shopify, Magento or ZenCart.

IT support agents receive tickets, provide custom responses, and guide internal and external end-users in troubleshooting issues in ecommerce systems.

Software developers collaborate with CIOs and IT managers of ecommerce companies. They create integrated solutions to automate business processes and improve data-driven workflows.

Your quality assurance team will perform tests to validate the retail and e-commerce system and to test its functionality. They will identify and report issues found during test case execution.

With a high level of attention to detail, your QA analysts team will conduct regular review audits to the inventory management software to prevent issues and errors.

QA team will perform quality assurance methodologies and techniques to provide the highest quality order entry software that will meet the customer needs.

Your detail-oriented quality support team will write, review and maintain test plans to make sure the functionality of the retail management software meet the criteria.

Your team of QA analysts will execute test plans and work closely with the development team to deliver high-quality POS system.

Agents transcribe audio files and add captions to videos to improve usability and accessibility on ecommerce sites. This helps consumers with disabilities can enjoy a seamless online buying experience.

Agents provide customer support to visitors of ecommerce sites through SMS and web messaging apps. They answer questions about products, prices, shipping, and delivery.

Agents send promos and sale alerts to visitors of ecommerce sites who signed up to receive them. They send web and mobile push notifications and SMS via messaging apps.

Agents receive feedback, process requests for return and refund, and answer complaints from consumers of ecommerce sites. They work with site managers and shipping partners to resolve consumer issues.

Ready to get an outperforming team now?

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“I have had a very positive experience due to the attention to detail. hard work, and asking of intelligent questions by your staff. So far, I have nothing but positive things to say about working with Fair Trade Outsourcing. I would suggest that other companies give FTO a try for their data entry and business support needs.”  

Jon Davis


Spyglass Appraisal, LLC

Built to Outperform Industry Standards





How It Works


Our folks can pretty much do anything as long as it requires a computer, an internet connection, and a brain. It’s just a matter of designing the workload and managing the hours well for greater efficiency and productivity.


Once we understand the work and skill sets needed, we’ll start putting together your team. Training can take anywhere from 5 days to 30 days depending on your team’s size and the complexity of their tasks.


You’ll have a dedicated account manager and our on-site operations manager on your side to help you optimize your workforce and scale your team as you see fit. 

Get High-quality Work from Fair Trade Outsourcing.