24/7 Omnichannel Customer Care & Returns Processing
Client Profile: Direct-to-Consumer Apparel & Lifestyle Retailer
Continuous live chat and ticket coverage eliminating overnight response delays.
Average first response time maintained across daytime and weekend traffic surges.
Audited accuracy on address corrections and return label issuances.
The Operational Challenge
Experiencing rapid seasonal growth, the retailer suffered from ticket backlogs of over 48 hours in Gorgias, rising return dispute rates, and poor customer satisfaction during peak holiday shopping periods.
Deployed Scope & Team Architecture
ZedSource built a multi-shift 6-person customer care and order operations pod providing 24/7 live chat coverage, email ticket triage, and Loop returns coordination.
Execution Workflow & Measurement
Agents operated directly inside Gorgias, Shopify Plus, and Loop Returns. Standard operating procedures were established for sizing advice, address modifications, return authorizations, and carrier delivery exceptions.
Want to deploy a similar E-Commerce & Retail pod?
We can tailor this exact workflow and team composition for your software stack in 14–21 days.
Explore Additional Case Studies
Scaling Outbound Pipeline with a Dedicated 4-SDR Pod
A fast-growing B2B software company faced high domestic SDR turnover, long 90-day hiring ramp times, and inconsistent outbound pipeline generation, leaving closing Account Executives with empty calendars.
Eliminating Loan Intake Backlogs with Managed Document Indexing
The client's domestic underwriting team was spending over 20 hours per week manually extracting and tagging financial statements, tax returns, and corporate filings from messy PDF loan applications.
Ready to Build Your Dedicated Operational Pod?
Schedule a 30-minute discovery session with our Dallas team to discuss custom pod sizing and workflows.