Retail and ecommerce
Customer support and back office for retail and ecommerce
Order support, returns, review moderation and campaign peaks, in Portuguese and in your markets' languages.
The pressure on retail and ecommerce in Portugal
The campaign peak is predictable in date and unpredictable in size, which is the worst combination for fixed headcount.
A badly handled return costs more than the original sale, because it loses the customer and generates a negative public review.
What we run
- Order, delivery and returns support
- Moderation of reviews and user-generated content
- Sales support and abandoned-basket recovery
- Catalogue entry and verification
What we do not do
We do not publish reviews or reply on the brand's behalf without an approved script. Moderation follows your policy, and where the policy does not cover a case it escalates rather than deciding.
Delivery models that suit retail and ecommerce
Onshore Portugal
When data cannot leave the EEA, or when the end customer is Portuguese
Stay inside the EEA. No transfer.
Brazil
When scale and cost are the priority, or the market served is Brazilian
No adequacy decision. Requires standard contractual clauses and a transfer impact assessment.
Global network
When you need continuous cover, specific languages or the lowest cost
Poland is inside the EEA. The others require standard contractual clauses.
Most requested services in this sector
- Customer supportContact centre operations in Portuguese, English and more than thirty languages, across voice, email, chat and social.
- Content moderationModeration of listings, reviews, profiles and user-generated content in Portuguese and other languages.
- Sales and lead generationLead qualification, outbound prospecting and sales-cycle support, integrated into your CRM.
- Data processingExtraction, classification, validation and enrichment of data at volume, with measured quality control.
Frequently asked questions
Can you absorb Black Friday?
Yes, with contracted reserve and training done before the campaign rather than during it.
Do you moderate reviews?
Yes, against your policy, with escalation for cases it does not cover.
Do you work in our system?
Yes, in your commerce and ticketing platforms.
Do you serve other European markets?
Yes, from Lisbon and Porto, in several languages.
How long does it take to start?
Four to eight weeks in Portugal and three to six in the global hubs, from a signed proposal. Transition begins by documenting the process, not by transferring it.
What is the minimum size?
Three full-time people for a dedicated team, which is the minimum to cover holidays and absence. Below that we propose a shared team.
How is the service measured?
Against metrics agreed before the operation opens, with a threshold below which we enter a recovery plan. It is not a conversation that starts when the client complains.
What if we want to end it?
There is agreed notice and a written reversal plan. The process documentation is yours from day one and leaves with you.
Let us look at the numbers for your case
Tell us which processes you want to outsource, in which languages and at what volume. We come back with a euro estimate and an operating design, with no commitment.
We reply within 6 hours on working days. If you would rather write: info@corpshore.solutions