White-label CX operations for a portfolio of e-commerce brands
We work behind the scenes with a growth and marketing agency that manages several e-commerce clients, acting as their operational Customer Experience layer.
Our role is to help their clients manage interactions with more structure, better response times, clearer workflows, and greater visibility into recurring issues. We operate on the standard e-commerce and support stack: helpdesk, e-commerce platforms, CRM/ERP, telephony, WhatsApp, and internal workflows.
For confidentiality reasons, we do not share brand names, but we do share the operating model and the structural results of the work.
Depending on each brand's configuration, we work with tools such as Shopify, Odoo, Aircall, Gorgias, WhatsApp Business, and other support or back-office platforms.
Service
White-Label CX Operations for Ecommerce
Model
White-label · operational layer for agencies + end brands
Verticals
Stack
Operate the tray as a real part of the business
We manage the day-to-day of the inbox and tickets: inquiries about orders, returns and exchanges, delivery issues, customer follow-up, and WhatsApp conversations. The goal is for every conversation to have an owner, a speed, and a clear resolution, without the final customer perceiving that there is an external layer behind it.
We work with macros, tags, and automations so that the operation scales without losing tone. And we maintain active quality control so that each brand retains its voice.
KPIs Worked On
Taking care of what happens after the purchase
In ecommerce, the critical moment is not the purchase — it’s what happens afterwards. Delayed orders, returns, exchanges, delivery issues and recurring questions can quickly erode customer trust if they are not handled properly.
We operate directly within platforms such as Shopify, Odoo and each brand’s internal systems, resolving issues with full context: order status, customer history, return policies and complete case traceability. We also feed insights back into the business, helping brands address root causes rather than simply managing symptoms.
KPIs Worked On
The channels your customers expect, managed properly.
WhatsApp and voice support are not secondary channels. They are where customers expect answers when something truly matters. We manage inbound calls, escalations, callbacks and WhatsApp Business conversations with clear SLAs, consistent brand tone and real follow-through.
The end customer should never notice a difference between “the brand” and “the outsourced team”. That’s exactly the point.
KPIs Worked On
Turn conversations into business insights
We do more than manage customer interactions — we turn them into insights. Every month, we provide agencies and brands with analysis on recurring contact reasons, workflow-related issues, product friction points and improvement opportunities. Customer support stops being a fixed cost and becomes a source of operational intelligence for the ecommerce business.
KPIs Worked On
Less manual work, more operational visibility
In addition to assisting, we build. We implement macros, tags, workflows, and automations within the client's tools to reduce manual work, increase management speed, and gain greater visibility into recurring issues. Flow optimization is part of the service, not an add-on.
KPIs Worked On
Why this model works
The result is a scalable CX model that allows the agency to offer a robust operational layer to its e-commerce clients, without having to build a full support team in-house.
For brands, it means more order, better customer response, and greater control over what happens after the purchase: orders, deliveries, exchanges, returns, incidents, and recurring questions.
It's not just about answering messages. It's about operating Customer Experience as a real part of the e-commerce business.
