Your ecommerce customer support desk

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

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
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
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.

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.