Outsourced e-commerce customer service, responsive and in your brand voice.
Emails, chat, phone, orders, returns, complaints, reviews: we answer your customers on your behalf, in your voice and by your rules. Your customers are well looked after. You get your evenings back.
Companies that have trusted us
Every unanswered question costs you a sale or a review
An unanswered pre-purchase question means an abandoned cart. A complaint left hanging means a public negative review. So you answer yourself, at night, on weekends, between orders. And busy periods worry you instead of making you happy. Building an in-house support team is expensive and slow. There's a simpler way.
To get ready for the holiday rush, read our guide: outsourcing your e-commerce customer service before the holidays.
We answer on your behalf, in your voice
Your voice, your rules, your processes: we learn them before we start, and we follow them in every reply. Your customers aren't talking to a contractor. They're talking to your brand, with the care it deserves. And when a situation goes beyond the rules, we escalate to you as agreed, then follow the case until it's resolved.
What we take care of
Email, chat and phone support
Order and delivery tracking
Returns, refunds and complaints
Moderating your pages and social media
Replying to reviews and comments
Passing on customer feedback to improve your products and processes
The requests we handle every day
“Where's my order?”
The most common request. We reply with up-to-date tracking, handle carrier delays, and the customer stays reassured instead of getting annoyed.
The package that arrived damaged
We offer the solution set out in your rules, a replacement or a refund, and turn an incident into proof that you're reliable.
The pre-purchase question
Answered well, and fast, it becomes a sale. We know your products and your terms, so we answer accurately.
The escalating complaint
A calm, empathetic reply, escalation to you if needed, and follow-up until it's resolved. Nothing is left hanging.
The negative public review
A quick, careful reply that shows all your future customers how you handle problems.
Returns and refunds
Organized and processed according to your terms, without you having to touch them.
Clients we're working with right now
For a French e-commerce wellness brand
Our assistant runs email customer support: order and delivery tracking, delays, damaged packages, refunds, pre-purchase questions. She also processes orders in Shopify and passes them on to suppliers in the brand's tools, following its processes to the letter. And she passes on customer feedback that helps the brand improve.
For a group that runs several online stores
Our assistant runs support in Freshdesk: emails, tickets and live chat. Information on products, orders, deliveries and returns, complaints resolved with empathy, complex cases escalated and followed until resolved, and a history of conversations kept to improve the service.
And because customer service isn't just email
For a residential painting company in Quebec, our assistant calls every customer during and after the job, catches dissatisfaction before it escalates, and manages the inbox in French and English.
Based in Quebec? Meet our bilingual virtual assistant for Quebec businesses.
Three brands, three tools, the same care.
A managed service: nothing to manage on your side
You don't hire anyone. You don't deal with contracts, schedules or HR. You have no freelancer to manage. We train the assistant on your store, your products, your voice and your rules, we supervise her, and we stay responsible for the quality of the replies. A fixed price, agreed before we start. A fully managed team, not another hire to manage.
Hiring in-house
- HiringJob ads, interviews, training: it's all on you.
- AbsencesVacations and sick leave: emails pile up.
- Busy periodsBlack Friday and the holidays: you handle the rush alone.
- ManagementEmployment contracts, schedules, HR.
The Wepeps managed service
- HiringWe hire and train on your store. Start in 7 days.
- AbsencesA trained colleague takes over.
- Busy periodsWe scale the support with you.
- ManagementOne service contract, a fixed monthly price.
How it works
We talk.
A free 30-minute discovery call to understand your store and your volumes.
We scope the work.
Channels, voice, reply rules, escalation cases: we define everything together.
We launch.
The assistant is trained on your store, your products and your voice. Start in 7 days.
We operate and follow up.
Every Friday, a written progress update. Once a month, a 20-minute call.
Why trust us with your customer service
More than ten years working alongside brands in France, Belgium, Switzerland and Quebec.
A real phone number, a person who knows your store. Not a ticket, not a form.
If your assistant is away, a trained colleague takes over.
The team is already here, trained and supervised.
Frequently asked questions
Will your assistants keep our brand voice?
Yes. We learn your voice, your rules and your processes before we start, and every reply follows them. Your customers talk to your brand, not to a contractor.
Which tools do you work with?
Our assistants already work daily in Shopify, Freshdesk and Gmail. And we learn your tools, whatever they are, before we start.
What happens with a complex complaint?
We reply calmly, escalate to you according to the rules we set together, and follow the case until it's resolved. Nothing goes unanswered.
How quickly do you respond?
Responsiveness is at the heart of this work. We agree on coverage hours and response times together during the discovery call, and we stick to them.
Can you handle several stores?
Yes, we already do it for a group that runs several. Each store keeps its own voice and rules.
Is my store and customer data safe?
Yes. Your logins and your customers' data are handled with the care they require and stay secure with us. We can sign a confidentiality agreement as soon as we scope the work.
Can you start before a busy period (Black Friday, sales, holidays)?
Yes. Allow 7 days between your go-ahead and the start, including scoping and training. To be ready before a busy period, just contact us before it begins.
What happens if my assistant is away?
A colleague trained on your store takes over. Your customers still get their replies, and you have nothing to organize.
How do you keep me updated?
Every Friday, you get a written update: what's done, what's in progress, what's blocked. Once a month, we review things together in 20 minutes.
Can I stop whenever I want?
Yes. Just let us know 15 days before the end of the month. No minimum term, no penalty.
How much does it cost?
It depends on the plan. A full-time or part-time virtual assistant is billed at a fixed monthly fee. A one-off project is billed at a flat fee. Either way, the price is fixed and agreed together during the discovery call, with no commitment and no hourly billing.
Your customers deserve an answer, even when you're not around
A free 30-minute call, no sales pitch. We listen to your needs and tell you honestly whether we can help.