01
Pre-sales chat & conversion.
Product Q&A, sizing guidance, availability checks, discount-code eligibility, and cart-completion nudges. Trained on your catalog.
E-commerce & retail
Customer support that keeps shoppers shopping.
Managed chat, voice, and email teams for e-commerce brands. 24/7 order support, returns and refunds, pre-sales conversion chat, abandoned-cart recovery, and peak-season surge coverage. Integrated with Shopify, Zendesk, Gorgias, and every major e-commerce stack.
Recognized by Clutch
Top 2025 awards for Customer Support, Virtual Assistants, and E-commerce Call Centers
Why HelpSquad for e-commerce
Retention lives in the inbox. We run the inbox.
Four pressure points we hear in every e-commerce discovery call.
01
Pre-sales chat that converts.
Shoppers ask a question; a real human answers in seconds. Trained on your catalog, sizing, shipping, and promo rules. Every chat tracked back to revenue.
02
Order support that retains.
Order lookups, tracking, exchanges, cancellations, and refund decisions - handled inside your OMS with your policy guardrails.
03
Peak-season scale without hiring.
Q4, BFCM, holiday launches, product drops. Scale up, then scale back down, without layoffs or a staffing agency markup.
04
Multi-channel, consistent brand voice.
Chat, SMS, email, social DMs - one team, one voice, one policy. Your brand sounds like itself on every channel.
How we show up
Support lanes for e-commerce.
Start with the lane that's blocking your team most today. Expand as the engagement earns its keep.
02
Order & tracking inquiries.
Order lookups, shipping status, address changes, cancellations - handled inside your OMS or customer-support platform.
03
Returns, exchanges & refunds.
Return authorizations, exchange logistics, refund decisions within your policy, and restocking coordination with your warehouse.
04
Abandoned-cart recovery.
Personalized cart recovery via SMS, email, and chat. Not drip-sequences - actual humans nudging stalled shoppers.
05
Social media DM & comments.
Instagram, Facebook, TikTok DM and comment response tied back to order data. Public complaints handled without flame wars.
06
Peak-season surge & holiday coverage.
BFCM, holiday, product drops, viral moments. Scale from 2 agents to 20 over a weekend without breaking SLAs.
10-Year HelpSquad Client
HelpSquad feels like part of our practice - not an outsourced team.
Dr. Maria Rhode, DMD
Owner · Imagine Advanced Dental Arts
Lawrenceville, NJ
Client since 2016
Lawrenceville, NJ
Client since 2016
Services at a glance
Everything we run for e-commerce.
Six service categories. Mix and match. Scale into the rest as you grow.
01
Live Chat Outsourcing
24/7 managed chat on your site. Agents trained on catalog, shipping, and promo rules. Powered by LiveHelpNow.
02
Customer Service Outsourcing
Multichannel (chat, voice, email, SMS, social) dedicated team. Scales with traffic and season.
03
Call Center Outsourcing
24/7 inbound and outbound coverage for order support, sales recovery, and VIP customer calls.
04
Virtual Assistants
Admin, listings management, supplier outreach, and back-office work that lets founders stop doing founder-admin.
05
White-Label BPO
Resell our team under your brand. Popular with agencies and D2C holding companies.
06
Knowledge Base Management
Keep help center, SOPs, and agent scripts alive. Product changes → docs change → agent answers change.
Tool stack
We work inside your e-commerce stack.
Your agents work inside your existing tools. Custom tool training built into onboarding.
ShopifyShopify PlusZendeskGorgiasKustomerRe:amazeKlaviyoReturnlyLoop ReturnsGladlyIntercomShipStationAmazon Seller Central+ custom tools
Transparent pricing
Simple rates. Nothing to hide.
We publish our rates because we're proud of them. No hidden fees. No surprise minimums. No bait-and-switch. You only pay for hours worked.
$8-$12/hour.
That's it. That's the whole range.
That's it. That's the whole range.
$0
Upfront cost
$0
Implementation fees
$0
Replacement costs
Back Office
$ 8-10
per hour · billing, claims, data entry
- Insurance verification
- Medical billing & AR
- Claims processing & appeals
- Pre-qualified candidates
- HIPAA BAA included
Most popular
Patient Facing
$ 11-12
per hour · scheduling, calls, intake
- Front desk & scheduling
- Clinical / specialty experience
- Candidate interviews included
- EHR-specific recruiting
- Virtual desktop + BAA
Managed Team
Custom
team lead + multiple VAs + QA
- Full managed service
- Workforce management & QA
- Monthly analytics reporting
- Ideal for 3+ seats or 24/7
- US-based operations lead
Ready to scale support?
Keep the brand voice. Scale the team.
Peak season, BFCM, viral moment, or year-round 24/7 coverage - we staff the team, train on your brand, and manage the outcomes. Book a consultation and we'll scope the first shift.
In their words
What clients say about working with us.
H.E.R. Accessories
Having a real person is what we were looking for. HelpSquad has provided a good business model and support over the past 3 years.
Mason Bottle
The price is excellent for the quality of the service. Agents and coaches learn quickly and give customers an authentic experience with our brand.
VELLO
Within the first 3 months we expanded our hours of active guest communication by about 25% and delivered approximately 33% labor cost savings.
MultiSoft Corporation
They handle all of our live support 24x7x365. Awesome customer service.
Kofile Technologies
Professionals who have always proven themselves trustworthy and beneficial to our support staff.
N.J. Hair Center
It's like having someone there 24/7 to answer questions.
Simple Agency
Agents learn how to answer the top questions prospects ask, custom to YOUR business.
Spark Orthodontics
Good communication between company and customer.
Frequently asked
Answers before you ask.
Can you handle BFCM and peak season surges?
Yes. We scale teams up for holiday periods and back down in January. Plan in advance and we can triple or quadruple your agent count for the peak window without you hiring or laying off.
Which e-commerce platforms do you support?
Shopify, Shopify Plus, WooCommerce, Magento, BigCommerce, and others. Plus support tools: Zendesk, Gorgias, Kustomer, Re:amaze, Gladly, Intercom, and Klaviyo.
Do you handle returns and refund decisions?
Yes. We work within your return/refund policy and decision rules. Complex decisions escalate to your team; routine RMAs, exchanges, and partial refunds are handled by the agent team.
How does abandoned-cart recovery work?
Two modes: SMS / email / chat nudges from human agents (not just drip sequences), and inbound recovery when customers reach out. We integrate with Klaviyo, Postscript, and similar tools.
How much does e-commerce support cost?
$8-10/hour for back-office agents and $11-12/hour for customer-facing chat/voice. Volume-based team pricing for larger brands. See full pricing →
Can you work under my brand (white-label)?
Yes. Our white-label BPO program is very popular with e-commerce agencies and D2C holding companies. Agents use your email domain, your brand voice, your tools.
How quickly can you go live?
Typically two weeks for a brand with documented SOPs. Urgent surge coverage (holiday weekend, viral moment) can stand up in 3-5 days with an accelerated onboarding.
Verified client reviews
What clients say on Clutch.
Unfiltered, third-party-verified reviews pulled live from our Clutch profile.
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Ready to scale e-commerce operations?
Let's build the squad your e-commerce operation needs.
A 30-minute call. We'll scope the work, pre-qualify candidates, and give you a realistic go-live timeline.
877-775-3667 · info@helpsquad.com · Hatboro, PA