Follow the order journey
Define the requests agents will handle: product information, order status, delivery enquiries, returns and after-sales follow-up. Agree what they can see in your store or help desk, which changes they can make, and when refunds or exceptions require your approval. Do not promise an outcome that the available systems cannot confirm.
Prepare for campaigns and seasonal peaks
Share contact volumes by language, channel and period, alongside your promotion calendar. Separate a sustained increase from a temporary backlog. We discuss staffing, product training and escalation ownership before launch. Service hours and extra capacity are confirmed in the proposal, rather than assumed from a generic round-the-clock claim.
Connect support with repeat purchases
A useful reply gives the customer a clear next action and records what was agreed. Where appropriate, your team can identify a relevant product or retention opportunity, without turning a complaint into an unwanted sales pitch. Review resolution, repeat contacts, return reasons and service quality alongside commercial measures.
Brief your multilingual support project
Tell us the markets, languages, order volumes, contact reasons, shop and CRM tools, returns policy and required coverage. Practical AI options can include knowledge search and draft summaries reviewed by agents. Viva Call is a service partner; integrations and platform permissions are assessed for your setup, with no unverified software partnership implied.