E-commerce & Customer Operations
Delivering better experiences at every step.
Store management, orders, customer support, returns, marketplace work, and reporting for digital sales channels.
Running an online business is more than setting up a website. Product presentation, order management, customer queries, returns, marketplace activity, and after-sales service all matter if you want to drive sales and protect your reputation.
SHLNK can take care of your e-commerce operations and customer service processes so your digital sales channels run in a structured way. Support is customised to your business model, sales strategy, customer expectations, and internal processes.
What this includes
01
E-commerce Store Management
Routine administration for product updates, catalogue maintenance, content updates, inventory management, and other store management activities.
02
Product Listing & Catalogue Management
Product uploads, product details, category organisation, attributes, and general catalogue maintenance.
03
Order Processing & Management
Order review, status updates, order information, exception handling, and communication with the relevant operational teams.
04
Customer Support
Answering customer questions, providing product and service information, and addressing concerns and escalations.
05
Email, Chat & Ticket Support
Customer communication by email, chat, and ticketing systems, following your service standards, escalation guidelines, and procedures.
06
CRM Management
Customer records, contact details, and communication kept organised so the CRM stays accurate.
07
Returns, Refunds & Exchanges
Return requests, exchanges, refunds where required, and communication about the returns and refund policy.
08
Marketplace Operations
Day-to-day marketplace work, listings, product information, order management, and customer communication.
09
Customer Feedback & Reporting
Customer feedback, recurring complaints, service reports, and recommendations for operational improvement.
Our approach
We work with your existing digital platforms, documented policies, guidelines, and brand tone of voice so customer service is carried out in a systematic and professional way.
Who it is for
Online retailers, direct-to-consumer brands, marketplace sellers, subscription providers, and other businesses that need help with sales-channel operations and customer service.
The value
Clearer organisation, communication, and record-keeping for online sales and customer service, better visibility of customer issues, and time saved on day-to-day customer communication.