NAOS CX CX for DTC & E-commerce Brands
Turn your customer experience from a cost center into a revenue engine and a driver of hypergrowth. Recover revenue, build loyalty, and scale effortlessly.
Reduce chargebacks and returns by 35%
Recover partials and declines
Optimize your ROAS
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E-commerce brands trust us
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Years supporting DTC businesses
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CX professionals across Cairo & Barcelona
0123456789001234567890+
E-commerce brands trust us
0123456789001234567890+
Years supporting DTC businesses
01234567890012345678900123456789001234567890+
CX professionals across Cairo & Barcelona
E-COMMERCE CHALLENGES
E-commerce Growth Shouldn't Come With CX Chaos
As your DTC brand scales, you are juggling with more customer touchpoints, higher transaction volumes, and increasingly complex operations; all while securing your margins and maintaining service quality.
Managing High Inquiry Volumes
- Pre-purchase questions across channels
- “Where Is My Order?” status requests
- Post-purchase support (returns, exchanges, complaints)
- Multi-channel complexity (email, chat, phone, social media)
Reducing Chargebacks & Refund Rates
- Chargebacks > 1% risk merchant account termination
- Refunds & cancellations erode profitability
- Subscription churn reduces CLV
- Requires dispute management & prevention protocols
Detecting and Managing Fraud
- Fraudulent orders and stolen credit card transactions
- Account takeover and identity theft attempts
- Friendly fraud (customer disputes legitimate purchases)
- Requires constant vigilance and specialized expertise
Ensuring MID Compliance & Preservation
- Strict payment processor compliance requirements
- Chargeback ratio monitoring (must stay <0.9%)
- Non-compliance risks can lead to termination
- Higher processing fees or reserve holds
Following Up on Parcel Status With Carriers
- Tracking delayed or lost shipments in real-time
- Resolving carrier disputes and filing claims
- Proactive customer updates to reduce WISMO inquiries
- Requires dedicated resources and carrier relationships
Seasonal Demand Fluctuations
- Black Friday, holiday peaks, and product launches
- Hiring and training in-house teams quickly is expensive
- Downsizing after peak season is complex
- Quality consistency suffers during rapid scaling
NAOS CX
You need a CX partner
who understands e-commerce operations—not just answering tickets, but preventing chargebacks, recovering revenue, managing fraud, and scaling flexibly with your seasonal cycles.
NAOS CX
You need a CX partner
who understands e-commerce operations—not just answering tickets, but preventing chargebacks, recovering revenue, managing fraud, and scaling flexibly with your seasonal cycles.
E-COMMERCE SERVICES
OUR SERVICES
FOR E-COMMERCE
From pre-purchase questions to post-delivery support, we handle every customer touchpoint with expertise and care—freeing you to focus on growth.
CUSTOMER SERVICE
Ensure your CX optimizes your Customer’s Lifetime Value.
- Omnichannel support: Email, live chat, phone, social media
- 24/7 coverage in 7+ languages (English, Spanish, French, German, Italian, Portuguese, Arabic)
- After-hours support for your in-house teams
- Overflow handling during peak activity times
- TFN in the USA with fast-track process (On demand)
TELEMARKETING & TELESALES
Decrease The Cost To Acquire New Clients With Outbound Solutions
- Abandoned cart recovery calls (20-30% conversion rate)
- Recover declines with outbound calls
- Upsell & cross-sell campaigns to increase average order value
- Lead generation for high-ticket products
- Subscription renewal reminders to reduce churn
BACK-OFFICE OUTSOURCING
Handle the invisible operations that keep your e-commerce engine running smoothly.
- Order processing and fulfillment coordination
- Returns & refunds management
- Chargeback dispute representation and documentation
- Carrier dispute resolution and parcel tracking follow-up
SOCIAL MEDIA MODERATION
Protect your brand reputation and engage with customers across social platforms.
- Public comment engagement (Instagram, Facebook, TikTok)
- DM & private message management with fast response times
- Review monitoring & response (Google, Trustpilot, Yelp, etc.)
- Crisis management and negative sentiment mitigation
E-COMMERCE EXPERTISE
Why E-commerce Brands
Choose NAOS CX
For over 10 years, we've been the behind-the-scenes CX engine for DTC brands selling health products, supplements, apparel, and consumer goods. We don't just handle tickets—we optimize your entire customer journey to drive retention and revenue.
E-commerce Specialization
We speak your language. Our team is trained specifically in:
- DTC/Shopify ecosystems and modern e-commerce platforms
- Nutra/supplement compliance (FDA, FTC regulations, refund policies)
- Subscription models (billing disputes, retention strategies, churn prevention)
- High-ticket customer experience (proactive fraud detection, white-glove service)
Revenue-Focused Operations
We're not just a support team—we're a revenue protection and growth partner:
- Proactive order communication to prevent "Where's my order?" inquiries
- Chargeback prevention protocols
- Upsell & cross-sell training
- Returns management encouraging exchanges over refunds
Multilingual, Multi-Channel Coverage
Serve customers wherever they are, in the language they prefer:
- 7+ languages: English, Spanish, French, German, Italian, Portuguese, Arabic
- 24/7 coverage across time zones (our Cairo and Barcelona hubs ensure round-the-clock availability)
- Email, live chat, phone, SMS/WhatsApp, social media (Instagram, Facebook, TikTok)
CUSTOMER EXPERIENCE BLOG
RESOURCES & INSIGHTS
Order Management Outsourcing: 7 Proven Ways to Boost E-commerce Profitability in 2026
Order management can make or break your customer relationships—and here’s proof: At 2 AM, your customer Sarah checks her phone for the fifth time asking herself, “Where’s my order?” It was supposed to arrive yesterday. She opens your app—no update. She calls your support line, but it’s closed. She vents on Twitter. You just lost...
Back Office For Ecommerce: Scaling Up Online Businesses With Back Office Outsourcing
The back office for Ecommerce is the often-overlooked backbone of efficient online stores. Just as we don’t usually talk about trains arriving on time, good back-office management is invisible to customers. However, it is essential and represents a significant workload. The power of AI to simplify tasks is genuinely remarkable, but it’s essential to recognize...
Manage Your Business Reviews: Maximizing the Positive Impact of Customers Feedback
In our age of social media, ratings and business reviews are the name of the game. We’ve got into the habit of rating about anything and everything, and we love to share our opinions with the world. According to Ipsos Research Institute, 7 out of 10 shoppers in the MENA region consult online reviews before...
E-COMMERCE PLANS
Pricing That Adapts
To Your Business
Flexible billing models for every stage. No surprises. No hidden fees.
Per-Interaction Model
- How it works: Set up fees + Pay only for the interactions we handle (ticket, call, chat session)
- Includes: Full-time or part-time dedicated agent(s), training, quality assurance, platform integrations, reporting
- Cost aligns with demand
- No fixed monthly commitment
Best for: Seasonal businesses, early-stage brands, product launches, or testing outsourcing before full commitment
Rising Star
Revenue: $25K-$250K/month
- Flexible per-interaction model or 1-3 dedicated agents
- Focus on core channels (email + chat)
- Business hours or extended coverage
Hybrid Model
Best for: Brands with baseline needs + seasonal spikes
- How it works: Set up fees + Base team (per-agent) + overflow/seasonal support (per-interaction)
- Example: 2 dedicated agents year-round + per-interaction billing during Q4 peak season
Ideal for: Most e-commerce brands with predictable seasonality
Fast-Movers
Revenue: $250K-$1M/month
- Hybrid model: 3-12 dedicated agents + overflow support
- Omnichannel coverage (email, chat, phone, social)
- 24/7 or extended hours (16-18h/day)
Per-Agent Model
- How it works: Set up fees + Pay a monthly rate per dedicated agent assigned to your account
- Includes: Full-time or part-time dedicated agent(s), training, quality assurance, platform integrations, reporting
- Scale with team size
Best for: Brands needing dedicated, consistent coverage with teady order volumes, predictable budgeting needs
Industry Leaders
Revenue: $1M+/month
- Fully dedicated teams (12+ agents)
- White-label support options
- Custom integrations, workflows, and SLAs
- Dedicated account manager and quarterly business reviews
E-COMMERCE PLANS
Pricing That Adapts
To Your Business
Flexible billing models for every stage. No surprises. No hidden fees.
Per-Interaction Model
- How it works: Set up fees + Pay only for the interactions we handle (ticket, call, chat session)
- Includes: Full-time or part-time dedicated agent(s), training, quality assurance, platform integrations, reporting
- Cost aligns with demand
- No fixed monthly commitment
Best for: Seasonal businesses, early-stage brands, product launches, or testing outsourcing before full commitment
Hybrid Model
Best for: Brands with baseline needs + seasonal spikes
- How it works: Set up fees + Base team (per-agent) + overflow/seasonal support (per-interaction)
- Example: 2 dedicated agents year-round + per-interaction billing during Q4 peak season
Ideal for: Most e-commerce brands with predictable seasonality
Per-Agent Model
- How it works: Set up fees + Pay a monthly rate per dedicated agent assigned to your account
- Includes: Full-time or part-time dedicated agent(s), training, quality assurance, platform integrations, reporting
- Scale with team size
Best for: Brands needing dedicated, consistent coverage with teady order volumes, predictable budgeting needs
E-COMMERCE PLANS
Pricing by
Business Size
We work with e-commerce brands at every stage:
Rising Star
Revenue: $25K-$250K/month
- Flexible per-interaction model or 1-3 dedicated agents
- Focus on core channels (email + chat)
- Business hours or extended coverage
Fast-Movers
Revenue: $250K-$1M/month
- Hybrid model: 3-12 dedicated agents + overflow support
- Omnichannel coverage (email, chat, phone, social)
- 24/7 or extended hours (16-18h/day)
Industry Leaders
Revenue: $1M+/month
- Fully dedicated teams (12+ agents)
- White-label support options
- Custom integrations, workflows, and SLAs
- Dedicated account manager and quarterly business reviews
Not Sure Which Model Fits?
Book a free 30-minute consultation
We'll analyze your support volume, channels, and seasonality to recommend the most cost-effective structure for your business.
Not Sure Which Model Fits?
Book a free 30-minute consultation
We'll analyze your support volume, channels, and seasonality to recommend the most cost-effective structure for your business.
FAQ
YOUR QUESTIONS ANSWERED
How quickly can you start supporting our customers?
Our typical onboarding is 10 days from contract signature to full launch. This includes platform integrations, agent training on your products and brand voice, and workflow setup. For urgent needs, we’ve deployed teams in as little as 5 days with our fast-track program.
Will agents understand our products and brand voice?
Absolutely. We invest heavily in onboarding—agents receive comprehensive product training, brand voice workshops, and access to your knowledge base and FAQs. Most clients are amazed by how quickly our team “sounds like them.” We also assign an account manager that will be your unique point of contact to ensure consistency and quality.
What if we need to scale up or down seasonally?
Flexibility is built into our model. Need extra hands for Black Friday or a product launch? We scale up with pre-trained agents in 1-2 weeks. Slower summer months? We scale down on your end. Our per-interaction billing option is perfect for unexpected or seasonal volume.
Can you handle returns, refunds, and chargebacks?
Yes! Our back-office team manages the full lifecycle:
- Return authorizations and RMA processing
- Refund processing with fast turnaround
- Chargeback dispute representation (gathering evidence, writing responses, submitting documentation)
- Carrier claim resolution for lost or damaged packages
What happens if a customer issue requires our internal team?
We have clear escalation protocols. For complex issues (e.g., technical bugs, policy exceptions, VIP customers), we loop in your team immediately with full context and documentation. You’ll never be caught off guard. We also provide a shared Slack or Teams channel for real-time collaboration.
How do you measure success?
We track what matters to your business:
- CSAT scores (customer satisfaction)
- First-contact resolution rate (solving issues on the first interaction)
- Response times (email, chat, phone)
- Chargeback rates (prevention is built into our process)
- Cart recovery rates (for telesales campaigns)
- Customer retention metrics (repeat purchase rates)
You’ll receive detailed monthly reports with actionable insights and improvement recommendations.
Do you support languages other than English?
Yes! We offer support in English, Spanish, French, German, Italian, Portuguese, Turkish, and Arabic. Our multilingual teams allow you to expand into new markets (e.g., Latin America, Europe, MENA region) without hiring locally or managing multiple vendors.
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OUR SERVICES
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Copyright by NAOS Solutions. All rights reserved.
Copyright by NAOS Solutions. All rights reserved.