We manage the full customer support load for e-commerce stores, orders, returns, refunds, and daily customer messages. We keep every channel organized and clear.
Agents in USA, Canada, UK, Australia, UAE
First Contact
Resolution
Average Handle Time
(AHT)
Service Rate
Escalation
Digitech Outsourcing Solution provides customer support services to eCommerce and DTC brands. We handle chat, email, phone, and social media communication.
Nothing fancy, just clean, accurate, day-to-day support that keeps stores running smoothly.
We manage order checks, shipment delays, product questions, returns, refunds, exchanges, and all those tricky “delivered but not received” cases.
We work directly inside Shopify and similar systems, follow each brand’s rules, and keep every customer updated in a simple, clear way.
Working with us means we will take care of your customers so your team can focus on what truly matters, your business, product, and marketing.
Digitech Outsourcing Solution can pretty much handle every customer support task for your e-commerce brand, and here is a clear list of everything.
We monitor every order in Shopify or similar platforms and provide customers with accurate updates on where their order is, expected delivery, and any delays.
Before an order is fulfilled, we can update address, size, color, or quantity. We ensure the changes follow brand rules and are clearly communicated to the customer.
We cancel unfulfilled orders efficiently and process refunds quickly while explaining the steps to the customer so they feel supported and informed.
For late or stuck orders, we investigate the issue, update customers with realistic delivery times, and escalate to warehouses or suppliers when necessary.
We manage partial or high-risk preorders carefully. We ensure customers know timelines, address concerns, and reduce complaints or chargebacks.
We carefully log why customers want to return items (size issues, product quality, or faulty goods) and use this to guide the next steps.
Based on each brand’s rules, we offer structured solutions: full refund, partial refund while keeping the product, or replacement to satisfy the customer.
We request images of products, labels, or defects to verify issues and make informed decisions quickly and professionally.
We monitor return shipments, confirm delivery, and trigger refunds only after quality checks. This ensures smooth processing and minimal confusion.
If items are returned without tracking or sent to the wrong address, we guide customers step-by-step to resolve the issue properly.
We apply unique return policies per brand, including no-return, compensate-instead-of-return, or standard return policies, keeping every process consistent and compliant.
We help customers with questions about product features, availability, or specifications using product pages, internal FAQs, and official brand info.
For supplement brands, we answer questions about storage, timing, combinations, potency, side effects, and dietary considerations, without giving medical advice.
We explain longer delivery times, remote area surcharges, and deliveries to pickup points instead of home, keeping international customers informed and satisfied.
We provide clear explanations of order, shipping, and brand policies to ensure customers fully understand what they can expect.
We provide email and chat support for several Shopify stores under one umbrella, keeping communications consistent and professional for each brand.
We manage cancellations, refunds, and exchanges following each brand’s unique policies, ensuring every interaction aligns with their SOP.
For unhappy customers, we follow a structured process, offering partial refunds, replacements, or other solutions to resolve disputes while protecting the brand.
We manage chargebacks, legal threats, and negative reviews professionally, using SOP-guided strategies to protect the brand while resolving issues effectively.
We manage customer inquiries across email, chat, SMS, Instagram, Facebook, and product reviews, ensuring prompt, accurate, and helpful responses.
We monitor comments and direct messages on social platforms. We respond to questions, complaints, and product queries while maintaining a friendly brand voice.
We assist with posting Instagram stories, tagging user-generated content, and uploading creative to scheduling tools, keeping the brand active and engaged online.
We ensure that every channel reflects the same tone and style, so customers experience a seamless and consistent brand voice everywhere they reach out.
Digitech Outsourcing Solution manages every customer channel for eCommerce brands to keep communication clear, steady, and aligned with each brand’s voice.
We manage all customer emails for eCommerce brands. Handle order inquiries, returns, refunds, and product questions in a polite and clear manner.
Our team responds to live chat messages on websites and apps. We provide instant order updates, product guidance and troubleshooting, and so on.
We answer customer calls professionally, handle questions from both existing and new customers. We also conduct outbound calls for follow-ups.
Manage messages and comments on Instagram, Facebook, and other social channels. Respond to customer questions, complaints, and product inquiries.
Everything that helps your brand feel more dependable, quick answers, clear communication, and support that turns small moments into reasons customers stay loyal.
We handle email, chat, phone, and social media support, including order management, returns, refunds, and customer inquiries.
Yes, we support multiple Shopify or other eCommerce stores under one team at the same time, following each brand’s specific rules.
We answer questions about storage, usage, timing, side effects, vegan/vegetarian status, and other brand-specific guidance without giving medical advice.
Yes, we manage delayed shipments, remote-area deliveries, pickup point deliveries, and explain longer international shipping times to customers.
Yes, our team can cover all communication channels 24/7, ensuring customers get quick and consistent support anytime.
We ensure all responses on email, chat, phone, and social media follow the brand’s tone and style for consistency.
Yes, we carefully manage partial and high-risk preorders, keeping customers informed and reducing complaints or chargebacks.
Yes. Our operations support scales with your business so you can add properties, clients, and cleaners without hiring or losing control.
You can share your requirements with us through a demo meeting, call, or contact form, and we’ll build a support plan for you.
18585 Coastal Hwy Unit 10 PMB 2030 Rehoboth Beach, Delaware, 19971, USA
+1 (888) 449-8450
sales@dos.support