To get through the holiday rush without hiring, the fastest solution is to outsource your e-commerce customer service: you hand over emails, chat, returns and order tracking to a dedicated assistant, trained and supervised by an agency. At Wepeps, she starts in 7 days. Here's how it works, and how to tell if it's right for you.
Why the holidays overwhelm customer service
Between Black Friday and Christmas, orders go up, and so do questions: “Where's my package?”, “Can I exchange for a different size?”, “Will it arrive before the 24th?”. Yet in a small brand, it's often the founder who answers at night, instead of handling stock, suppliers or the next collection. And a late reply costs you a sale, and sometimes a negative review.
Outsourcing your e-commerce customer service: what the assistant handles
- Answering emails and chat, using your templates and your brand voice.
- Tracking orders and deliveries, and letting customers know about delays.
- Handling returns, exchanges and refunds, according to your rules.
- Reporting recurring issues every day: a defective product, a sizing question, a late carrier.
- Taking care of your back office too: entering orders, updating product pages, following up with suppliers.
In practice, outsourcing your e-commerce customer service frees you from evenings spent in your inbox. Full details of the service are on this page: Customer service.
Hiring seasonal staff vs. outsourcing customer service: the difference
Hiring for two months means posting a job ad, running interviews, training, then managing schedules and absences. With a managed service, you don't hire anyone. The agency is the employer. It trains the assistant, supervises her day to day and replaces her if needed. And you pay a fixed price every month, with a single invoice.
Getting started in 7 days: how it works at Wepeps
- A 30-minute call to understand your tools, your volumes and your rules (returns, refunds, timelines).
- You grant access to your inbox, your chat and your store. You can revoke it at any time.
- The assistant gets trained on your products and your reply templates, with her supervisor.
- She starts, and you get regular updates on the requests handled.
The full steps are on this page: How it works.
Why Madagascar
Wepeps is an agency based in Antananarivo since 2012. Our assistants work in English and French, for businesses in France, Belgium, Switzerland and Quebec. Madagascar is only a few hours ahead of Europe, so your customers find an answer as soon as their day begins. To choose an agency with confidence, read our guide Virtual assistant agencies in Madagascar: how to choose the right one.
Frequently asked questions
Is the assistant a real person?
Yes. She's not a bot: she's an assistant dedicated to your brand, who knows your products.
Can we start just for the holidays?
Yes, there are full-time and part-time options. Let's talk about it on a call.
Who manages the assistant day to day?
A Wepeps supervisor follows her work and the quality of her replies.
What now?
If your customer emails are already piling up, book a 30-minute call. We'll look together at what you can hand over, and how quickly.