- Industries
Retail & eCommerce CX Built for Conversion, Fulfilment, and Loyalty
Retail and eCommerce brands choose Nakama Tech when customer experience must protect revenue at every stage — from checkout to delivery to returns.
As order volumes rise and fulfilment complexity grows, we deliver CX operations designed to reduce friction, recover trust, and keep customers buying again.
CX Challenges for
Retail & eCommerce Brands
Order confirmations, delivery questions, and change requests flood support queues, especially during campaigns and peak seasons.
We absorb high volumes of post-purchase enquiries with trained agents and clear workflows, keeping response times short and customers informed.
Late deliveries, missed handoffs, and unclear tracking quickly turn into disputes.
Our teams handle delivery coordination, status updates, and exception management — reducing escalation and preventing avoidable chargebacks.
Slow or unclear returns processes frustrate customers and drive repeat contacts.
We manage returns and refunds with policy-aligned handling, clear communication, and fast resolution — protecting both margin and loyalty.
Sales events create unpredictable spikes that internal teams can’t absorb without burnout or quality drops.
Our right-shored delivery model scales quickly during peaks while maintaining tone, accuracy, and SLA discipline.
What We Deliver
Our Differentiators
in Retail & eCommerce CX
Post-purchase CX expertise built for high-volume retail environments.
Clear policy adherence for refunds, returns, and exchanges.
Brand aligned communication according to client guardrails.
Right-shored teams that scale during campaigns and seasonal peaks.
Multichannel consistency across sales and support touchpoints.
Transparent reporting tied to operational outcomes, not vanity metrics.
Featured Case Study:
Multi-Market eCommerce Retailer
Restoring Control Across Post-Purchase Customer Support
A fast-growing eCommerce retailer operating across multiple markets was experiencing rising customer support pressure following promotional campaigns and peak trading periods.
High volumes of delivery enquiries, refund requests, and order changes overwhelmed internal teams. Response times slipped, customers chased updates across channels, and support costs climbed alongside complaint volumes.
Partnering with Nakama Tech enabled the retailer to introduce a structured, post-purchase CX operation that absorbed peak demand, stabilised response times, and restored confidence across the customer journey.
What We Delivered
- A post-purchase CX pod model aligned to order lifecycle stages (delivery, returns, refunds), reducing handoffs and repeat contacts
- Peak-period surge playbooks for promotions and sales events, including pre-trained standby capacity and real-time queue rebalancing
- Delivery exception workflows that prioritised time-sensitive cases and reduced customer chasing across channels
- Policy-led refund handling with clear decision trees, cutting escalation and approval delays
- Supervisor-led daily performance reviews during peak trading to correct issues in-flight, not after the fact
Why This Matters
In retail, customer experience failures don’t just frustrate — they directly impact conversion, refunds, and lifetime value.
By resolving post-purchase issues quickly and consistently, Nakama Tech helps retailers protect revenue, reduce avoidable losses, and keep customers coming back.
Results at a Glance
Faster Response Times During Peak Sales
Reduction in Refund-Related Contacts
Support Capacity During Promotional Periods
CSAT
Stable
“Nakama Tech helped us elevate the customer experience. With their support, we’ve achieved a consistent, multichannel presence that meets our growing customer needs in real-time.”-
CX Manager
"Upshift's tailored SEO plan not only boosted our online visibility but also significantly improved our customer engagement. Their professional approach and consistent follow-through ensured we reached our goals. Highly commend their services!"
David Tran
"With Upshift's expert guidance, our search engine rankings soared, and our sales increased dramatically. Their commitment to excellence and customized solutions truly set them apart. We’re extremely satisfied with their work!"
Allie Watkins
Frequently
Asked
Questions
Can you support high-volume sales events and seasonal peaks?
Do you handle returns and refunds?
Which channels do you support?
Can you integrate with our order and CRM systems?
How do you reduce repeat contacts?
Retail CX that protects revenue after the sale.
Let’s build a post-purchase CX operation that scales with demand.
One that absorbs peak volumes, resolves delivery and return issues quickly, and protects customer trust after the sale.
