Warehouse with shelves of parcels and a barcode scanner on a box

Industry / eCommerce & Retail

Scale customer experience without scaling cost.

AI + human orchestration handles 10× volume while reducing cost-to-serve – across order tracking, returns, support, vendor ops and seasonal peaks. Delivered from Ghana (GMT+0) for real-time coverage across the US, Europe and global markets.

Where operations start to strain

Volume spike

Ticket volume outpaces the team

Routine order and returns questions pile up faster than agents can clear them.

Cost pressure

Seasonal peaks break capacity

Black Friday and holiday spikes force costly over-hiring or degraded service.

Response delay

Slow first response

Delays on simple queries push customers toward chargebacks and bad reviews.

Churn risk

Retention quietly erodes

Poor support experiences cut repeat purchase rate and customer lifetime value.

How eSAL changes the operating model

AI agents handle the volume across channels. Trained eSAL specialists own the exceptions, escalations and judgment calls. Governance measures every outcome.

Agentic AI at scale

AI agents reason, route and resolve across channels – handling volume, routine queries, lookups and CRM updates so operations scale without adding headcount.

  • Order-status & tracking FAQs
  • Returns eligibility checks
  • Cart, payment & checkout queries

Specialists on judgment and escalations

Trained eSAL specialists handle exceptions, escalations and high-value conversations – the moments where judgment, empathy and accountability decide the outcome.

  • Returns exceptions & fraud risk
  • VIP / high-value customers
  • Sensitive complaints

Governance measures outcomes

Every workflow is tracked on speed, quality, cost and compliance, so gains are proven and controlled – not assumed.

  • FCR & CSAT tracking
  • Cost-per-resolution
  • Peak-season SLA adherence

From request to resolution

Pick a workflow to see how an eSAL specialist runs it end-to-end: trained people own the conversation and the outcome; AI handles the prep, lookups and wrap-up in the background.

  1. 01

    Customer asks where their order is

    AI-resolved

    AI answers tracking and delivery-window questions instantly.

  2. 02

    Order and carrier data is matched

    AI-routed

    The query is matched to the right order and live carrier status.

  3. 03

    Exceptions go to an agent

    Human-reviewed

    Lost, delayed or disputed deliveries get a person.

  4. 04

    Resolution quality is measured

    Measured

    Response time and first-contact resolution are tracked.

Outcomes

Faster responseLower ticket volumeMeasured quality

Built for eCommerce & Retail operations

Order tracking

Instant answers on order status, delivery windows and tracking across carriers.

  • Real-time status across carriers
  • Delivery-window estimates and rescheduling
  • Lost-parcel investigations

Returns and refunds

Self-service returns with smart routing for exceptions, fraud risk and high-value items.

  • Self-service return authorisation
  • Fraud-flag review on high-value items
  • Refund and replacement processing

Customer support

Always-on first-line support across chat, email and voice in multiple languages.

  • Chat, email and voice across time zones
  • Multilingual first-line response
  • Order, product and account questions

Vendor operations

Coordination with vendors, marketplaces and logistics partners without manual chasing.

  • Marketplace seller coordination
  • Inventory and stock-sync follow-ups
  • Logistics-partner exception handling

Seasonal scaling

Capacity that flexes up for peak events and back down again without hiring debt.

  • Pre-built peak-event playbooks
  • Trained pool that flexes in days
  • Volume ramp-down without severance

Cost-efficient CX

Automating high-volume contacts brings cost-to-serve down as you grow.

  • AI deflection on routine contacts
  • Blended pricing as volume grows
  • Quarterly cost-to-serve reporting

Operating credibility, not just automation

Experience

20+ yrs

Two decades running high-volume retail CX programmes.

Quality

<3% attrition

Stable, trained teams keep service quality high.

Scale

1M+ / yr

Over a million interactions handled annually, absorbing 3× peak volume.

Security and compliance built into the model

Retail and marketplace CX runs on payment data and cross-border privacy obligations.

  • GDPR logoGDPR
  • PCI-DSS logoPCI-DSS
  • ISO 27001 logoISO 27001
  • SOC 2 logoSOC 2

Start with a focused pilot

Pick one high-volume workflow. Measure speed, quality, cost, and escalation performance over 1–3 months.

Start a 1–3 Month Pilot