From Click to Care: Elevating Every Shopping Experience
Empathetic, scalable customer service for online stores, in English and Spanish, across phone, chat, email and social media.
For online stores past the point where the founder can answer every chat, and not yet at the point where a full in-house team makes sense.
When an order goes wrong, a slow answer can cost you the customer’s next order. VoiceTeam provides fast, culturally fluent support after the sale, in English and Spanish, across phone, chat, email and social media. Seasonal peaks are planned in advance, and returns are handled to the rules you set.
eCommerce customer service outsourcing hands the contacts your store generates to a trained team: order status, delivery problems, returns, exchanges, refunds and payments, across phone, chat, email and social media. VoiceTeam offers that support from the Dominican Republic, in English and Spanish, to your policies and in your brand voice.
Much of the contact an online store receives arrives after the sale. A customer wants to know where the order is, why the tracking has not moved since Tuesday, or how to send something back. Each one is quick on its own. Together they fill the day for whoever is answering, and they arrive fastest in the weeks the business is busiest.
An outsourced team takes that volume with the same training and the same view of the customer on every channel. Agents work in the systems you give them access to, with the permissions you set, so the history of an order is in front of whoever picks up the next contact. Our chat and email support team works the written queues, and the same account covers phone and social media, so a policy is applied the same way wherever the question arrives.
Your customers shop on their schedule. We’re here when they need us. Our teams provide real-time, omnichannel support via chat, email, phone and social media.
Card details given over the phone are handled under PCI DSS rules, and only the agents assigned to your account can access your systems.
We handle refunds, exchanges and order questions to the return rules you set, so every customer gets the same clear answer.
For Black Friday, the holidays or a big promotion, extra agents join your account and train on your policies and systems before the rush.
Returns go best when the rules are written down before the first contact. You decide what a refund requires, which items can be exchanged, and what an agent can approve alone. Our agents then handle refunds, exchanges and order questions to those rules, and any card details are handled under PCI DSS rules.
A return is usually the second contact about the same order. The first thing went wrong somewhere: the item arrived damaged, the size was off, or the parcel never came. How the second contact goes decides whether the customer orders from you again, so it needs someone who can settle it on that call or chat without promising a callback.
That depends on authority, which your team sets. We agree with you in advance what an agent can do without asking, such as approving a return inside the window, sending a replacement, or issuing a refund up to a limit you choose. Anything outside those lines is recorded with the order details and passed to your team, so nobody on your side has to start the conversation again.
Before go-live, agents are trained on your policies, your escalation rules and the systems you give them access to.
Bilingual teams in the Dominican Republic, and our own staff with a partner team in the Philippines, align with your brand voice.
We combine automation with people-first engagement, ensuring fast responses without losing the warmth of real human connection.
Teams start at a handful of seats and grow with your volume, so a new store and an established one start the same way.
Plan the capacity before the peak. For a predictable event such as Black Friday or the holiday season, extra agents join your existing account ahead of time and train on your policies and systems alongside the team already running it, so the people answering in November already know how you work.
Seasonal volume leaves many support teams overstaffed in February and underwater in November. An online store feels it more sharply than most, because the peak falls on dates everyone knows and still arrives faster than an in-house team can hire for. The work is to size the team for that week without paying for it all year.
Planning starts from your own history: last year’s contacts by day, the promotions on your calendar, and the launches you expect. Extra agents are trained on your policies and systems before the rush, and we agree with you up front how the team returns to its usual size afterwards. Unplanned spikes, such as a sell-out or a carrier delay that hits many orders at once, are harder to cover, and we will tell you plainly how quickly extra help can reach you.
A question about an order, a refund or a delivery is settled fastest in the language the customer is most comfortable in, and for many US shoppers that is Spanish. VoiceTeam’s Dominican agents work in English and Spanish, and a customer who switches to Spanish stays with the same agent.
If only one person on your team speaks Spanish, every Spanish-language chat waits for them. Bilingual agents take that queue away. Spanish is a first language for our Dominican team, and they share enough US cultural reference that a question about a holiday delivery cutoff or a store credit needs no explaining.
Our main operation is in Santiago in the Dominican Republic, where our facilities and most of our teams sit, and we work with a partner team in the Philippines where we have our own staff on the ground. The Dominican Republic runs on Atlantic Standard Time with no daylight saving, so our working day is level with or one hour ahead of US Eastern all year and lines up with the hours your customers shop.
It usually starts to make sense when the founder or a small team can no longer answer every chat and email the same day, and a full in-house team is still more than the store needs. A common starting point is one gap, such as evenings and weekends or a seasonal peak, with the team growing from there.
Not always. A plain order-status check can usually be answered by your tracking page or an automated message, and we would rather your spend went to the contacts that need a person. Agents take over when the answer is not simple: a parcel marked delivered that never arrived, a split shipment, or a delay the customer needs explained.
Payment details are handled under PCI DSS rules, so a customer who reads out a card number over the phone is covered by those controls. Access to your systems is limited to the agents assigned to your account, with the permissions you set.
Yes. Coverage is set to your store’s hours, up to 24/7. Our teams in the Dominican Republic cover North American business hours, and our staff in the Philippines, through a partnership there, cover evenings and weekends. Spanish-language support comes from our Dominican team, so tell us the hours your Spanish-speaking customers need.
The measures are agreed before launch and reported monthly, typically first contact resolution, handle time, customer satisfaction and quality scores against your own standard. Quality monitoring runs to the COPC framework, which VoiceTeam is certified against.
It depends on the hours you need covered, the channels, and how sharply your volume peaks. The number worth working out first is your current cost per contact, including recruitment, repeat training and the contacts you are not answering at all. Our cost of ownership calculator walks through it.
Early enough that the team is live and settled before your busiest weeks. Most of the setup time goes on policy, systems and escalation training, then a pilot on a defined queue. We give you a realistic date once we have seen your requirements.
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