Core
Customer Experience
Service is part of the product your customers buy.
- Order status and delivery issues
- Product questions
- Returns and exchanges
- Social and marketplace messages
Industries · Business Experience
E-Commerce & Retail.
Service that holds up in peak season.
Shoppers expect fast answers, easy returns and a consistent experience wherever they reach you. Our teams handle customer service, order management and returns for retail and e-commerce brands. Staffing is planned around your promotion calendar, so quality in December matches quality in March.
Functions that matter most
The challenge
Common operational problems in e-commerce and retail
Adding people doesn't fix these on its own. Each one needs a change in how the work is designed, and a team that knows your business.
- 1
Peaks don’t always go to plan
Holidays, launches and flash sales can multiply contact volume.
How we handle it: Capacity is planned with you ahead of each peak, and NAS-AI shows pressure building.
- 2
"Where is my order?" dominates
A handful of contact reasons make up much of the volume.
How we handle it: AI answers routine order lookups, which leaves agents time for the real problems.
- 3
Returns and refunds cost margin
A loose refund policy costs money, and a strict one can cost you customers.
How we handle it: Agents apply your policy consistently, with clear authority for goodwill.
- 4
Many channels, one brand
Chat, email, social and marketplace messages all need the same voice.
How we handle it: Your brand voice guide is part of training and QA.
Where we fit
Where each BX function fits in the e-commerce and retail lifecycle
- Customer Experience
- Revenue as a Service
- Back Office
- 1
Browse
Pre-sale questions and chat
Revenue - 2
Order
Order processing and edits
Back office - 3
Deliver
Tracking and delivery issues
CX - 4
Return
Returns, refunds and exchanges
Back office - 5
Review
Reviews and social messages
CX - 6
Return again
Loyalty and win-back
Revenue
Where the work sits across these stages
- Customer Experience: 2 of 6 stages
- Revenue as a Service: 2 of 6 stages
- Back Office: 2 of 6 stages
This is a typical lifecycle. Your Operations Analyst maps your actual process before anything changes.
How BX applies
Business Experience functions for e-commerce and retail teams
We look at your systems, workflows and customer lifecycle, fix what slows them down, then run the function with a dedicated team. These are the functions e-commerce and retail clients usually start with.
Core
Back Office
Orders, refunds and listings have to be right behind the scenes.
- Order processing and edits
- Refunds and chargebacks
- Catalog and listing updates
- Supplier and inventory follow-up
Often added
Revenue as a Service
Good service conversations are also sales conversations.
Pre-sale chat · Abandoned cart and win-back outreach · Loyalty offers
Talent Operations
Seasonal and store hiring comes in waves.
Candidate sourcing and screening support · Interview scheduling · Onboarding paperwork
What we run for e-commerce and retail teams
A starting list. Your Operations Analyst scopes the exact work with you during the assessment.
- Customer Service
- Order Management
- Returns & Refunds
- Live Chat Support
- Social Media Support
- Product Inquiries
- Loyalty Program Support
- Back-Office Processing
- Catalog & Listing Updates
- Marketplace Support
Engagement model 01Co-sourcingKeep leadership of the function. A dedicated Insaan team works alongside yours, in your tools and to your playbooks.Learn about co-sourcing Engagement model 02Full outsourcingHand us the whole function. We fix the systems and workflows, then run it and answer for the results.Learn about full outsourcing
Hybrid Intelligence
How AI and people split e-commerce and retail work
Every function we run pairs AI with trained people. The two lists below show which e-commerce and retail tasks go to each.
AI handles
- Answers order-status lookups with live tracking context
- Suggests replies in your brand voice
- Flags unusual return and refund patterns
- Tags contact reasons so root causes get fixed
People handle
- Turns a late delivery into a recovered customer
- Applies goodwill within your policy
- Handles complaints on public channels with care
- Spots product problems worth escalating
Data-driven QA
Quality review against your rules
Careless refunds eat into margin, and a badly handled reply can hurt the brand. QA looks at each contact for correct refunds and credits, safe handling of payment details and a consistent brand voice.
What QA checks in e-commerce and retail
- 1Refund and credit policy applied correctly
- 2Payment details never taken in chat or email
- 3Brand voice and tone
- 4Order and address changes verified
- 5Resolution confirmed with the customer
Your compliance team defines the rules. We configure training, scripts and QA to them; we don't replace your own legal or compliance advice.
NAS-AI · QA review
Late delivery chat
- Order verified before address changePass
- Goodwill within policyPass
- On-brand tonePass
- Customer asked for a card number in chatFlag
Passed checks
Logged to the record
Flagged items
Sent to the team lead for coaching
Example view. Your checks are set with your team.
Who runs it
Who runs your e-commerce and retail operation
From our flagship hub in Amman: university-educated, English-fluent professionals selected to North American standards.
- 1
Day one
Your Operations Analyst
Learns how your e-commerce and retail operation really runs, maps the lifecycle and designs where AI helps and where people lead.
- 2
Go-live
Your Function Manager
Takes over day-to-day leadership of your dedicated team and is accountable for the results you agree with us.
- 3
Every day
Your dedicated team
Trained on your products, policies and customers, working only on your account, and visible to you in NAS-AI.
FAQ
Questions about e-commerce and retail outsourcing
How do you handle holiday peaks?
We plan capacity with you ahead of each peak, based on your promotion calendar and past volume. NAS-AI shows volume against staffing as it builds, and your Function Manager adjusts coverage with you.
Do you work in our e-commerce platform and helpdesk?
Yes. We work in the storefront, order management and helpdesk tools you already use, so agents see full order history and customer context.
Can you handle marketplace and social messages?
Yes. Marketplace, social and review responses follow the same brand voice guide and QA as every other channel.
Is our team shared with other clients?
No. Your team is dedicated to your business and is never shared across accounts.
How do we see how the operation is performing?
Through NAS-AI, our operational intelligence platform. You see live performance, quality scores, compliance flags and coaching activity, the same view we manage to. Your Function Manager also reviews performance with you regularly.
Should we start with co-sourcing or full outsourcing?
It depends on how much of the function you want to keep running yourself. Co-sourcing adds a dedicated team alongside yours; full outsourcing hands us the whole function. Many clients start with co-sourcing and move to full outsourcing later.
Let's look at your e-commerce and retail operation.
Tell us which function you want to fix or scale. We'll show you what we would change, where AI and people fit, and who would run it.