24x7 support that fixes the listing, not just the ticket.
Sellers write in when a listing is rejected, a bulk upload fails or a payout looks wrong. Buyers write in when an order is late or a return is stuck. Agents route every ticket, draft the answer and pull up the history. Named helpdesk specialists own the resolution, and the listing behind the ticket gets fixed so the same ticket does not come back.
A seller can reach a person at any hour, in their language.
Sellers write in around the clock by email, chat and voice. A customised helpdesk tool holds the ticket, the seller’s history and the listing it concerns in one view. Agents classify and route the ticket the moment it arrives and draft a reply. A named helpdesk specialist reviews and sends it, and takes the call when the seller wants to talk. Every interaction is scored afterwards by the same engine behind Bill Gosling’s LiveAssist and NEQQO products.
- 24x7 email, chat and voiceOne queue across every channel, staffed in shifts, so no ticket waits for the morning.
- English and regional languagesSellers are answered in the language they wrote in, by people who speak it. Machine-drafted translations are marked as such in the record.
- Customised helpdesk toolTicket, seller history, listing state and approval status on one screen, so the specialist never asks the seller to repeat themselves.
- Automatic routing and self-serviceTickets go to the desk that can fix them. Self-service answers for the most repeated seller questions are available as a pilot on your helpdesk.
| Ticket · seller | Routed to | Status | |
|---|---|---|---|
| Listing rejected, image background · Kiln and Co | Catalog desk | ✓ fixed, relisted |
| Bulk upload failed, 240 rows · Trailhead Packs | Catalog desk | held · human |
 | Wrong size chart on listing · Brim House | Catalog desk | ✓ corrected |
| Payout amount query · Volt Mobiles | Finance desk | held · human |
| How to add a variant · Courtside Supply | Self-service | ✓ answered |
Reach the seller before the listing fails.
Support does not only wait for the ticket. Agents find the listings that will be rejected or will not convert. Specialists reach out by chat, email and phone to get them fixed and live, and every correction is explained to the seller so the next upload arrives right.
Outbound outreach
Chat, email and phone outreach to sellers whose listings have issues, drafted by agents from the listing record and sent by a named specialist who owns the conversation.
Get sellers live
New sellers are walked from first upload to first live listing. Blockers are found and cleared in the same conversation instead of a chain of tickets.
Listing modifications per guideline
Titles, attributes, images and mandatory fields edited to the marketplace guideline. Each edit is a gated write, approved by name and visible in the record.
Feedback loop to sellers
Every correction goes back to the seller with the reason and the rule, so the seller learns the guideline instead of meeting the same rejection again.
Frequent-error database
Errors are logged by seller and by type. Repeat patterns feed the guideline, the self-service answers and the outreach list for the next week.
Shorter turnaround
Go-live and update requests move faster because the routing, the draft and the check are done before a person picks the ticket up.
Pre-sales, post-sales and the catalog in between.
Buyers meet the marketplace at three points: deciding what to buy, waiting for it to arrive and dealing with what went wrong. We cover all three, and we fix the catalog errors that caused the question in the first place.
- Post-sales supportOrder delivery, exchange, return and refund concerns handled 24x7 by chat for the product lines and categories you choose. Refunds are approved by a named specialist.
- Pre-sales informationBuyers get the product information that makes a decision simple: size, compatibility, contents and delivery. Better answers before the sale mean fewer tickets after it.
- Catalog correctionAgents traverse products and catalogs looking for errors and missing descriptions. Specialists correct them, and the fix is written to the listing record.
- CSAT and NPS insightEvery closed case carries the buyer’s rating. Patterns by category, seller and reason go to the product and catalog teams.
When discovery, browse, cart or delivery breaks, someone is already on it.
An on-call team watches the ticket stream for the issues that sit above any single order: search returning nothing, a category page that will not load, a cart that drops items, a carrier that has gone quiet. Analytics triage the noise. People carry the fix to the right owner.
Discovery and browse issues
When search or a category page misbehaves, the on-call team reproduces it, triages it against the analytics and hands the product team a ticket it can act on.
Cart and checkout issues
Failed adds, wrong prices and promo errors are caught from the ticket stream before they show up in the revenue line.
Delivery issues
Late, lost and damaged orders are traced across the carrier and seller records and resolved with the buyer, with the pattern reported back.
Analytics-driven triage
Tickets, CSAT and NPS are read together so the loudest issue and the largest issue are both visible, and the fix goes to the owner who can make it.
Reads run free. Writes wait for a name.
The helpdesk runs on Spine, the same governed platform behind our regulated work. Agents may read the ticket, the order and the listing and draft the reply. Refunds, listing edits and account changes are gated writes: each one stops at an approval gate, is decided by a named approver and executes with a signed audit entry that cannot be edited after the fact. How the gates work.
Let’s build smarter, faster and more scalable e-commerce experiences together.
Explore how AI + creativity can accelerate your next big move. Send us a week of tickets. We will show you how they route, which ones need a person and which listings to fix so they stop arriving.