eCommerce Support Integrated Into Your Shopify,Magento, or Commerce Cloud Stack
eCommerce support that resolves in-platform, not via escalation.We provide order management, customer support, returns handling, and marketplace operations support working natively inside your eCommerce platform and helpdesk. Our team is trained on Shopify, WooCommerce, Magento, and Salesforce Commerce Cloud — alongside the OMS and returns tools in your current stack — so support interactions resolve with action in the same conversation, not a bounce to another team.
Technical Stack & Capabilities
We work natively within Shopify and Shopify Plus, WooCommerce, Magento and Adobe Commerce, BigCommerce, and Salesforce Commerce Cloud, alongside order management systems including ShipStation, NetSuite, Brightpearl, Linnworks, and Skubana.
Customer support is managed through Gorgias, eDesk, Zendesk, or Freshdesk — all configured with your product catalogue and order data integrated into the agent view.
Returns are processed through Loop Returns, Happy Returns, Narvar, or your platform's native returns flow, and performance is tracked in Google Analytics 4, Meta Pixel, Shopify Analytics, and Triple Whale. All actions — customer lookup, order editing, refund processing, and returns authorisation — are performed directly in your OMS, not via a separate workflow.
What We Cover
Order Management & Fulfilment Support
We handle order queries, shipping status updates, address corrections, split-order management, and fulfilment exceptions directly in your OMS. When a shipment is delayed or an item is missing, we resolve it — not route it to another team.
Customer Care
Empathetic, omnichannel support across email, chat, and social platforms to keep customers engaged and loyal.
Customer Support Across Channels
We manage pre- and post-purchase customer enquiries via email, live chat, and social DM — using Gorgias or Zendesk with your product catalogue, promotions, and policy documentation integrated. Our agents know your return policy, shipping SLAs, and product range before their first interaction.
Returns, Refunds & Dispute Management
We process returns and refunds through Loop Returns, Happy Returns, or your platform's native flow — following your policy thresholds and authorisation rules. Chargeback and payment dispute responses are handled with transaction evidence compiled from your OMS.
Marketplace & Listing Operations
For brands selling across Amazon, eBay, or regional marketplaces, we manage listing updates, inventory sync, Q&A responses, and review management — keeping listings accurate and seller metrics within platform performance thresholds.
Why The Connect BPO
Platform Access Means Action, Not Escalation
Because we operate directly in your OMS and helpdesk, we can issue a refund, amend an order, or process a return in the same interaction — not route the customer to a separate team.
Product-Trained Before First Contact
Every agent completes a product and policy training sprint using your catalogue, FAQs, and brand tone of voice guide before handling live interactions.
eCommerce-Specific Tooling, Not Generic Support Tools
Gorgias and eDesk are purpose-built for eCommerce support — with native Shopify and WooCommerce integrations that surface order history, customer lifetime value, and previous contacts in the same view as the current query.
How We Deliver Seamless BPO Support
A structured approach designed to deliver reliable support, minimize downtime, and keep your business running smoothly.
Step One
Assess Systems
Dedicated. Accountable. Consistent.
Step One
Assess Systems
Step Two
Design Team & Workflow
Step Three
Go Live with Agreed SLAs
Step Four
Review, Optimise & Report
Data, Analytics & Emerging Technologies
Actionable insights and modern technology solutions for informed decisions.
Application Support & Maintenance
Proactive monitoring and maintenance to ensure software peak performance.
DevOps & Cloud Services
Streamlined development and scalable cloud infrastructure for agility.
How we work
How We Work
Hear from our clients about how our BPO solutions have streamlined their operations and boosted efficiency.
A structured engagement model from first conversation to live operations.
Assess
We review your current operations, volumes, pain points, and service level expectations.
Have questions ?
Answers to the questions we hear most often from businesses evaluating Connect BPO.
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your operations?
Ready to work with a partner you can rely on?
Connect BPO provides reliable, efficient, and scalable solutions to streamline your operations and help your business grow.
Connect BPO brings structured outsourcing expertise, proven technology infrastructure, and the institutional backing of the Kanrich Group. Reach out to discuss your requirements, no obligation.