Retail & E-commerce Industries

Customer experience is everything in retail. Get it done right.

Our approach to retail & eCommerce clients

Customer experience underscores the success of every brand right now. You might be mostly online, or mostly brick-and-mortar, or a mix of the two. But it costs more to get new customers than keep delighted ones around, so you need strong CX driving your brand and revenue goals. You need a partner that can meet all your KPIs and SLAs, but also one who can take feedback from customers and funnel that info to sales, marketing, operations, and product – to make sure the entire ecosystem of your company is working best.

That’s where Conectys comes in.

  • We’ve worked with big retail brands: In fact, we’ve worked with some of the biggest on the planet.

  • Goldilocks Effect: We’re big enough to help you scale operations globally, but we’re small enough where you still get immediate access to our executives and strategists.

  • Data-driven: Whatever we see, you see. Whatever reports you need, however, customized, we deliver those exact reports.

  • We deliver: We’ve been doing this since 2004, and we have a Net Promoter Score in the 90s — in an industry where the average hovers around 36. We hit numbers and deliver on SLAs for our clients. We do what we say and say what we do.

Retail and ecommerce

Retail and eCommerce services delivered

Retail and ecommerce
  • Account-related Concerns

  • Subscription/Membership Concerns

  • Rewards/Loyalty Programs

  • Order Management

  • Shipping Inquiries

  • Returns, Replacement, and Refunds

  • Sales and Lead Generation, Cross-selling, and Upselling

  • Technical Support Services

  • Billing and Payments Support

How we help the retail and eCommerce companies

Globally-elite customer experience

Back-office automation for HR and Operations

AI-driven personalization and customization opportunities

Omnichannel solutions to keep customers delighted across their entire experience

Our security

  • Two DNS filters

  • Two AV layers

  • All sensitive traffic encrypted

  • Server SSD decryption keys hosted only offsite

  • 2FA authentication

  • Company laptops fully encrypted with BitLocker

  • 24-7 video surveillance, manned guard security

Retail and ecommerce

A digital-first mindset

Conectys takes a digital-first approach to every client engagement. While we start every solution build with technology at the forefront, we don’t believe that digital tools can completely replace other experiences. Rather, digital can support and enhance player experience (through speed and accuracy) and unburden live agents working on your team. We also believe a digital-first mindset is crucial to help our clients scale at lower cost. Some of the tools we deploy include:


Proprietary (and free to clients) CRM, ConectysOS

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Retail and ecommerce

Robotic Process Automation (RPA) tools

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Retail and ecommerce


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Retail and ecommerce

Digital best practice and process consulting

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Numbers our clients celebrate

Overall CSAT
First Contact Resolution

Numbers our employees celebrate

Employee NPS
Percentage Continuously Trained
Internal Promotion Percentage

UGC – Moderation

Customer Service

Digital Solutions


“Outstanding management. Outstanding operations. You don’t get lost as a client. There’s a tremendous amount of individual care.”

SVP Operations

“It’s easy to communicate and collaborate with them, as they instantly adapt to any odd situation that arises and corrects what needs to be corrected.”

Customer Experience Manager

“Fantastic people who come to have a deep understanding of your company’s products and services, which you don’t often see from BPO and front-line agents.”

Chief Financial Officer

If this looks interesting, and you’d like to talk more about retail and eCommerce outsourced customer experience, let’s talk!


Our Growth

  • 3,300+ employees

  • 35+ languages 

  • 24-7 operation

  • 10 global locations + WFH agents

  • 95% CSAT score

  • 18 years in business


Our Certifications


COPC OSP v5.2 Standard Aligned


COPC OSP compliant

ISO 37500 outsourcing framework

GDPR compliant

Our Insights into Outsourcing