Every chat, email and call answered, while you grow the store.
Shoppers expect answers in minutes, in the channel they choose. Our agents handle your live chat, inbox and phone line around the clock, in your brand voice, inside your helpdesk.
From $1.99 per chat or call · Dedicated teams for busy stores
The questions that fill your inbox, answered for you
We learn your products, policies and tone, then work inside the tools you already use.
Where is my order?
Tracking look-ups and delivery updates, the questions that make up most of an online store’s inbox.
Returns and exchanges
Return requests, labels and exchanges handled by your policy, refunds passed to you for approval.
Pre-sale live chat
Sizing, stock, shipping and product questions answered while the shopper is still on the page.
Order processing
Phone and email orders entered, address fixes and order edits made before dispatch.
Complaints and reviews
Unhappy customers calmed down and helped quickly, before they post a review.
Weekly reports
Volumes, top reasons for contact and product issues, so you can fix the causes.
Want AI on the first line? We do that too.
AI can answer first and handle the routine questions, with our agents right behind it for everything else. Or keep it people only. Your choice, and a person is always one step away.
How AI and our agents work together →- Callers and chatters can ask for a person at any point
- The AI hands over in the same call or chat thread, with everything it collected
- It answers only from your approved knowledge base, never guesses prices or policies
- AI replies are clearly marked, and every conversation is recorded and logged
Support that pays for itself in saved sales
Service guarantee: the wrong agent gets replaced. Still not happy? At least two weeks back.
- Agents trained on your business before go-live
- Your greeting, your script, your rules
- A summary after every contact
- A client success manager you can reach directly
- Regular reviews of your reports
Work we have done
Email support and order returns for a Swedish ecommerce store
One of the largest online shopping chains in Sweden needed timely email replies and fast order returns. DOS built a trained team for 24/7 email support and reliable order return processing.
Read the case study →
Order processing and virtual assistance for a US home and garden retailer
A US home design and garden furnishing retailer struggled with order processing as it grew. DOS provided 24/7 live virtual assistance, order updates across sales channels and Swedish-language support.
Read the case study →
Customer support for a UK and US virtual reality edutainment company
A fast-growing UK- and US-based AR/VR edutainment company needed help with rising customer queries. DOS managed its phone calls, live chat, emails and social media messages round the clock.
Read the case study →What our clients say
TrustScore 4.3 on Trustpilot · 7 reviews, all 5-star“Been working with them for over 2 years for my ecom brand, and I’m really happy with how structured and qualified everyone on the team is. Would definitely recommend them to anyone looking for a solid customer service team.”
“My experience with DOS has been very good so far. The team works effectively and efficiently ensuring that Customer emails are responded to within a 24 hour period, work in strict adherence to the business S.O.P's…”
“They themselves make sheets in which every step is recorded, and we receive a weekly overview of the activities and results.”
Online stores ask us
Which helpdesk and store platforms do you work with?
We can run everything in our own inbox and helpdesk, or work inside the tools you already use. We have worked in Zendesk, Shopify and Zoho CRM.
How fast do you reply to emails?
You choose the target, from 1 hour to 24 hours. Most stores pick a same-day reply.
Can you install and run live chat for us?
Yes. We add our own chat widget to your store, with AI on the first line if you want it, or work in the chat tool you already have.
Can AI answer the simple questions?
Yes. AI can answer order-status and policy questions from your knowledge base first, and our agents take over in the same chat whenever a customer needs a person.
Can we start with just one channel?
Yes. Many stores start with email or chat and add phone later.
Do you issue refunds?
Only within limits you set. Anything outside your policy is passed to you for approval.
Try us on your inbox and chat, free
Tell us your store platform and channels. We set up a free trial so you can read our replies before you commit.
Prefer to talk? Call +1 (888) 449-8450