Technologies
E-Commerce and Retail
E-commerce and Retail
Scalable contact center solutions
Welcome to Axendi, where CX expertise is combined with advanced AI solutions and proven operational methods to deliver instant and personalized customer support.
Instant, reliable support—Elevating e-commerce customer experience
In e-commerce, speed, seamless interactions, and top-tier service quality are essential. Customers expect instant solutions, and businesses need advanced technology and optimized processes. A trusted contact center partner ensures rapid support, streamlines operations, and strengthens customer loyalty—without compromising on quality. r.
Multilingual & multichannel services to elevate CX standards
Order management & tracking
Assisting customers with placing orders, tracking shipments, and providing real-time updates.
Returns & refunds
Handling return requests, processing refunds, and ensuring a smooth return experience.
Product inquiries
Answering questions about product details, availability, and providing recommendations to support purchasing decisions.
Technical support
Resolving issues related to website navigation, account access, and payment processing.
Complaint resolution
Quickly addressing and resolving customer complaints to enhance satisfaction and retention.
Loyalty programs & promotions
Supporting customers in redeeming loyalty points, applying discount codes, and accessing special offers.
Customer feedback collection
Gathering insights through surveys and interactions to improve service and customer experience.
Automation tools
Utilizing chatbots and voicebots for handling routine inquiries and providing 24/7 support.
Case study
Large-scale management of complex CX operations for Allegro
Axendi has expanded from single-channel support to a fully integrated, multichannel service for Allegro’s buyers and sellers. Across five communication channels—email, chat, callback, helpline, and Messenger—in Polish, Ukrainian, and Czech, our 450+ agents provide scalable, high-quality assistance. From onboarding and technical support to dispute resolution and platform navigation, we ensure seamless customer interactions as Allegro continues to grow.
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Resources you can count on
With years of experience, strategically located delivery centers, and a strong operational infrastructure, Axendi has the resources to deliver CX solutions with speed, flexibility, and consistency.
16
years on the market
6
operational centers in 4 cities
~1,700
agents
15
spoken languages
28
technologies and systems available for integration
2M
AI-driven interactions handled annually
What are the main benefits of outsourcing customer service in e-commerce?
Outsourcing customer service in e-commerce offers numerous advantages, including:
- Scalability: Easily adapts to seasonal demand fluctuations, promotional campaigns, and market expansion.
- Cost efficiency: Reduces costs with an external team, often more economical than maintaining an in-house support team.
- Access to specialized expertise Trained agents with multilingual and omnichannel support skills, essential for serving a diverse customer base.
- Focus on core business activities: Frees up internal resources, allowing businesses to concentrate on product development and marketing while leaving customer service to professionals.
- Higher customer satisfaction: Enhances customer experience through faster response times, consistent service quality, and 24/7 availability.
- Advanced technology & automation: Access to cutting-edge support technologies, such as AI-driven chatbots and data analytics, without large investments.
- Increased operational efficiency: Streamlined processes and experienced management improve the effectiveness of customer interactions.
- Data & insights: Outsourcing partners provide analytics and reports that offer valuable insights into customer behavior, supporting strategic decision-making.
Why is automation technology important in e-commerce customer service?
Boosts efficiency: Automates repetitive tasks like answering FAQs and order tracking, allowing agents to focus on complex issues.
Reduces response time: Provides instant support via chatbots and automated workflows, meeting customer expectations for quick resolutions.
Ensures 24/7 availability: Offers round-the-clock assistance, catering to global demand and time zone differences without additional staffing costs.
Lowers operational costs: Reduces expenses associated with handling large volumes of inquiries, especially during peak periods, minimizing the need for additional staff.
Enhances scalability: Allows businesses to quickly adjust support levels based on demand, such as during promotions or holidays, with minimal resource allocation.
Maintains consistency in service quality: Standardizes responses, ensuring accurate and reliable customer information, which strengthens brand trust.
Provides valuable insights: Collects interaction data, enabling businesses to analyze customer behavior, refine processes, and personalize future interactions.
Get in touch
Looking for a customized solution or RFP proposal?
Our expert will contact you within 24 hours to discuss your needs.