Technologies
E-Commerce and Retail
E-commerce and Retail
Scalable customer service and BPO solutions
Welcome to Axendi, your e-commerce and retail outsourcing partner, where customer experience meets operational excellence. We offer custom CX services, BPO services, and AI-driven automation, including customer service and back-office support to help brands deliver fast, personalized support and run efficient, scalable operations.
Outsource e-commerce customer service to elevate CX
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.
Multilingual & multichannel customer service
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
Boutique-level customer care for L’Oréal
See how Axendi delivers boutique-level customer service for L’Oréal through expert teams, integrated omnichannel support, and measurable performance — including a 4.7/5 CSAT — aligned with a global beauty brand’s standards.
Outsource BPO to achieve operational excellence
Behind every great customer experience is a well-run operation. At Axendi, we provide tailored BPO services that help e-commerce and retail businesses streamline back-office processes and stay agile, even during peak demand. From inventory management to product data and vendor support, our solutions ensure your operations run as smoothly as your storefront.
Specialized BPO services for fast-moving retail and online businesses
Order & fulfillment support
Managing order data entry, validation, logistics coordination, and return processing to ensure accurate and efficient fulfillment operations behind the scenes.
Catalog management
Managing order data entry, validation, coordination with logistics partners, and return processing to ensure accurate, timely, and efficient fulfillment operations. All handled seamlessly behind the scenes to support the front-end customer experience.
Seller & vendor management
Handling seller onboarding, profile maintenance, compliance checks, and ongoing vendor support to ensure smooth operations and consistent service across marketplace ecosystems.
Data entry & reporting
Processing and maintaining accurate operational data, standardizing records, and generating reports that support informed decision-making and day-to-day efficiency.
Quality assurance
Verifying accuracy of customer, transaction, or product data as well as checking compliance with internal or regulatory standards.
Workflow coordination
Connecting front-office teams (e.g., customer service) with back-office teams (e.g., finance, logistics, IT) and ensuring information flows correctly across departments
Inventory hold management
For orders with delayed stock availability, monitoring inventory updates, coordinates with warehouse systems, and decides whether to split the shipment, substitute items, or delay the order.
Localization services
Translating and localizing product listings, user manuals, and marketing materials and ensuring cultural relevance and accuracy across regions.
Case study
Large-scale management of complex CX operations for Allegro
The collaboration started with single-channel support and, over time, evolved into an integrated multichannel service across five channels and three languages. With more than 450 agents, Axendi delivers scalable customer service with measurable performance — including 100.95% NPS target achievement and a 92.6% quality score (2024).
Tailored support for every e-commerce & retail business model
D2C brands
Need responsive, personalized customer service across channels to manage orders, answer product questions, and handle post-sale support — all key to building loyalty and reducing churn.
B2B brands
Support with bulk order handling, customized commercial terms and complex purchasing processes, all while maintaining top-tier B2B customer service quality.
Online marketplaces
Handle high volumes of buyer and seller interactions and require multilingual support, efficient dispute resolution, and consistent service quality to maintain trust on both sides.
International retailers
Operate across multiple countries and languages, requiring localized support from native-speaking agents, cultural alignment, and scalable solutions for seasonal or market-specific needs.
Get a personalized service proposal.
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 outsourced 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.
What are the benefits of using BPO services for e-commerce and retail companies?
- Faster operational scalability: A BPO company can quickly ramp up or scale down support for sales peaks, product launches, or seasonal demand without straining internal resources.
- Tailored processes aligned to your tools: A reliable and specialized BPO service provider adapt to your workflows, platforms, and internal systems — not the other way around. This minimizes disruption and improves efficiency from day one.
- Tech-enabled efficiency: With tools like automation, analytics, and internal agent-assist systems, standout provider can ensure data accuracy, reduce manual effort, and enhance process visibility.
- Fast project setup and dedicated teams: An outsourcing company with proven processes and proper resources can launch projects quickly, often within days, with trained, experienced teams aligned to your vertical and brand tone.
Can Axendi customize both services and technology for our business?
At Axendi, we combine personalized service with smart technology to deliver customer support and back-office solutions that adapt to your business. What sets us apart is our ability to tailor both services and tech to your needs — from advanced analytics and automated customer interactions to internal tools that enhance agent performance. We offer holistic support across the customer journey, fast project setup, consistent service quality, and robust technical support to keep your operations running smoothly.
Can customer service be automated in e-commerce?
Yes, customer service in e-commerce can be effectively automated using tools like chatbots, voicebots, and automated workflows and doing so brings measurable benefits.
Automation boosts efficiency by handling repetitive tasks such as answering FAQs, processing order tracking requests, or managing returns, allowing human agents to focus on complex or high-value interactions. It also significantly reduces response times, offering instant support and meeting customer expectations for quick resolutions.
With 24/7 availability, automated systems can serve customers across time zones without increasing staffing costs. This not only lowers operational expenses but also ensures scalability, enabling businesses to handle spikes in demand during promotions or peak seasons with ease.
Moreover, automation improves consistency in service quality by standardizing responses and reducing errors. It also generates valuable data on customer behavior and inquiries, which helps refine support processes and personalize future interactions.
How can AI agents be used for customer service automation in online stores?
AI agents go beyond simply answering customer questions. They’re capable of making decisions and taking actions, making them a new addition to automated technologies such as chatbots or generative AI.
In online stores, AI agents can autonomously complete tasks such as updating order details, processing returns, filling in forms, or submitting claims. They understand context, follow business rules, and interact with systems.
By handling both communication and execution, AI agents reduce manual effort, shorten resolution times, and ensure consistent service delivery, even during high-volume periods.
Looking to outsource your customer experience processes?
Let’s talk. We specialize in B2B outsourcing for contact center, helpdesk, telesales, and other BPO services and technology.
Share your business needs in the form and one of our experts will contact you within 24 hours to discuss your project scope, delivery model, and pricing.