Ecommerce Customer Service & Fulfilment

Flexible support solutions for your e-commerce business. Whether you simply want your calls handled or to outsource your complete e-commerce fulfilment operation, Purple Haze can support you as much as you need. Delegate your operational tasks to our experienced team of e-commerce virtual assistants and free yourself up to grow your business.

 

Contact Us
Virtual PA in Cambridge and Newmarket

UK-based contact centre

Order fulfilment services

Inventory & logistics management

Returns Handling

Your ecommerce customer support desk

Everything you need, all in one place, for your ecommerce business to run efficiently

  • Call Handling

    Call Handling

    From product support to checking order status and dealing with delivery issues, we’re on hand to deal with your customer enquiries, all of which are dealt with within a strict 2 hour time frame (T&Cs apply).
  • Order Processing

    Order Processing

    We’re PCI compliant and can process orders and payments on your behalf. If any of your products are out of stock, we will inform your customers when they become available and keep the lines of communication open.
  • Returns Handling

    Returns Handling

    An effective product returns strategy leads to improved profitability and enhanced levels of customer service. We can implement your returns policy to efficiently deliver faster refunds, replacements and shipping changes.

Hire a Purple Haze virtual assistant from just £25 per hour!

Why e-commerce virtual assistance?

Customer service is rated as the single most important factor in a customer’s decision to purchase.

The level of that importance increases again when a second or subsequent purchase is being considered. In other words, you may sell something once because you’ve got a great product or price, but if you fail to deliver on your customer service, then that will be all you sell.

Our team will work on your behalf in a seamless and professional manner that accurately reflects the impression that your brand makes online. All Purple Haze customer support assistants are recruited on the strength of their experience and breadth of expertise; there is almost no limit to the type of support tasks they can tackle on your behalf:

  • Call answering;
  • Customer queries;
  • Product support;
  • Process orders and payments;
  • Log details in a support platform;
  • Checking order status;
  • Delivery queries/issues;
  • Implement your returns policy;
  • Social media monitoring.

So, you’ve made the decision to sell your products online. You’ll have weighed up the costs in terms of website design and development, you will have tested and identified the most appropriate payment gateway and setup and online bank account to handle your transactions. You’ve meticulously photographed and described all of your products in a clear and concise way that encourages visitors to buy from you. But is that everything?

How about when an item is damaged in transit or fails to arrive? Are you ready to take the call from an irate customer?

What if they post about it on Facebook? Or twitter? Are you monitoring your social media round the clock, ready to respond in a positive way?

What happens if an item is out of stock? How promptly do you contact your customer and let them know when the product will be available again?

If someone needs to arrange a return, do you have a procedure in place? Or something as simple as a customer enquiry – are you there to answer the phones when your website traffic increases?

We make the difference

All of these factors make the difference between a successful e-commerce business and one which fails to deliver on its brand promises. So don’t forget to invest in your customer service infrastructure. Remember, with Purple Haze on your side, you can outsource this entire operation to us.

The team at Purple Haze will monitor your social media channels, answer your telephone calls, implement your returns policy, advise customers of stock levels and tackle any inbound customer service enquiries. All of this is done in a seamless and professional manner that accurately reflects the impression that your brand makes online.

What they’re saying about our virtual services

Testimonial for Purple Haze by Just Eat
Purple Haze supports us with the customer service elements of the online shop we provide to our 28,000 restaurant partners in the UK. The team has a fantastic rapport with our restaurant partners, answering their queries and requests professionally and efficiently. Purple Haze provides an excellent service and we wouldn’t hesitate to recommend its e-commerce support offer.

Just Eat

Testimonial for Purple Haze by One Third Stories
Purple Haze have a great team who are highly responsive, diligent and willing to go the extra mile for our customers. They have always taken responsibility and rectified any issues quickly and efficiently, which is something I really appreciate as a business owner.

One Third Stories

Testimonial for Purple Haze by The Helpful Things Company
We have been using Purple Haze since the inception of our online business and it has been an absolute pleasure to work with them throughout. Our customers often comment on the professionalism and friendliness of how our calls are handled and the team are more than willing to offer additional services such as order fulfillment and returns processing. Highly recommended.

The Helpful Things Company