E-commerce
E-commerce
Shoppers want quick answers before and after they buy. GCO provides trained chat operators for order, delivery and returns questions, with supervision and escalation to your team.
- Free 7-day pilot
- No setup fee
- No long-term commitment
- Continue after the pilot only if you choose
Typical workload
What the conversations look like
- Order status and delivery questions
- Returns and refund requests
- Product questions before purchase
- Peaks around campaigns and seasons
Operational challenges
Where operations get hard
- Seasonal peaks that are hard to staff
- Consistent application of return and refund policy
- Several markets and languages
- Requests that need a decision from your team
Human operators
Where human operators help
- Handling frustrated customers with empathy
- Applying policy with judgement
- Escalating exceptions that need approval
Moderation & support
- Moderation where stores run community or review chat
Supervision & QA
Supervised work, with a defined escalation path.
Operations run under team leads who supervise live queues and review conversations against the standards agreed with you. GCO formalises this workflow further as the operation grows; we do not claim a large QA department, certifications or quality statistics.
- Team leads monitor queues, assignments and response timers
- Conversations are reviewed against the agreed guidelines
- Feedback goes back to operators; guidelines are refined with you
- A defined escalation path when a human decision is needed
Escalation
Operator
Handles the conversation and raises an escalation, with a reason and a note, when it cannot be resolved safely alone.
Supervisor / Team Lead
Takes the escalation, reviews the conversation, adds internal notes and resolves it, or escalates further when a client decision is required.
GCO Management / Client Contact
Handles escalations that need a decision from the client, records the decision, and closes the loop with the team.
Escalate when:
- The operator needs a decision
- Client-side approval is needed
- A sensitive or exceptional situation occurs
- The operator cannot safely resolve the conversation
Every escalation is recorded on the platform: who raised it, why, who handled it, each status change and the resolution.
Exceptions such as refunds above agreed limits are escalated: operator, supervisor or team lead, then GCO management and your client contact for the decision.
How GCO supports it
How GCO supports this workflow
- Support queues with timers and reassignment
- Operators briefed on your policies
- Multilingual coverage staffed per project
- Integration with store systems confirmed during discovery
- A free 7-day pilot
The 7-day pilot
What the pilot looks like
We agree the channel, volume, hours and languages first, run your real workflow for seven days under supervision, and review the results together on Day 7.
- Free 7-day pilot
- No setup fee
- No long-term commitment
- Continue after the pilot only if you choose
Coverage hours and languages are confirmed per project, based on staffing, before go-live.
Relevant services
Services for this industry
Live Chat / Customer Support
Trained operators answering your customers in real time, in your tone, on your guidelines.
Learn moreMultilingual Chat Operations
Chat operations in English, Italian, French, German, Spanish and Swedish, staffed per project.
Learn more24/7 Chat Coverage
Around-the-clock chat coverage, planned around your volume and confirmed against staffing.
Learn moreDedicated / Outsourced Chat Teams
A managed team of operators and supervisors dedicated to your chat operation, scaled as you grow.
Learn moreReady to test GCO with your real workflow?
Start a 7-day pilot and evaluate the operation with your real workflow.
The 7-day pilot is free. No setup fee. No long-term commitment. After the pilot, you decide whether to continue, under agreed commercial terms.