Retailers choose which support work to hand over, with AI handling routine requests and trained agents handling the rest.
WILMINGTON, Del. 4th October 2026 – SupportYourApp today launched a dedicated eCommerce customer support program for online retailers. Retailers can hand over their whole customer service operation or only the parts they choose. eCommerce bpo outsourcing services email, live chat, phone, messaging platforms, and social media, in the languages, hours, and time zones each retailer needs.
The program covers the requests that fill a retailer’s queue:
- Order status and delivery updates
- Returns and refunds
- Payment questions
- Product information
- Damaged shipment reports
- Complaints and escalations
Scope is set up front. Before service begins, each retailer defines the responsibilities, staffing levels, channels, hours, languages, and escalation rules for its account. Those terms flex with demand, so coverage can scale for holiday peaks, promotional campaigns, and product launches.
“Peak season is weeks away,” said Daria Leshchenko, CEO and Managing Partner at SupportYourApp. “Online retailers can’t afford a support team that’s still learning their return policy in November. Every engagement starts with documented requirements, so the retailer decides what we handle and how we’re measured on it.”
Human and AI, Working Together
AI handles the repetitive work. It classifies incoming requests, answers recurring questions with retailer-approved information, and routes each case to the right place. Trained agents take everything that needs judgment: unusual order issues, complaints, sensitive payment questions, and requests that need individual review.
Training comes first. Before going live, agents learn each retailer’s products, shipping procedures, return and refund policies, and FAQs from materials the retailer supplies. When policies change, training materials and process documentation are updated to match.
Measured Performance
Each service agreement names the metrics used to review performance. Options include:
- First-response time
- Resolution time and resolution rate
- Customer satisfaction (CSAT)
- Escalation rate
- Request volume by channel and category
Retailers can also extend the scope beyond customer communication into other eCommerce BPO processes. Only assigned work is covered.
Data Security
Access is role-based. Assigned staff see only the order records, contact details, and payment information their role requires, under documented procedures for handling, storing, and processing that data. SupportYourApp is ISO/IEC 27001 certified and a PCI DSS Level 1 Service Provider, and works in line with GDPR and CCPA requirements.
About SupportYourApp
SupportYourApp is an international Intelligent Support-as-a-Service company providing secure technical, customer support, and CX services to growing companies around the globe since 2010. Originally founded in Kyiv, Ukraine, the company now operates 8 hubs worldwide with a team of 1,500+, supporting SaaS, fintech, and eCommerce businesses 24/7 in 60+ languages.
Media Contact
SupportYourApp
hi@supportyourapp.com
https://supportyourapp.com/