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Ecommerce operations that protect every order
Who this is for: direct to consumer brands, online stores and marketplaces, social and WhatsApp commerce sellers, subscription and box businesses, and ecommerce platforms scaling shopper operations without ballooning headcount, across African and Africa facing markets. Positioning note: Airsense does not sell seats. We recruit, train, legally employ, and stay accountable for the outcomes of the teams that run your shopper, seller, and order conversations. You own the brand and the buying experience. We own the frontline and back office that keep orders moving and shoppers coming back.
Cart abandonment
94%
CSAT target
Peak
Season-ready
Industry challenges
What makes ecommerce operations hard
In ecommerce, support sits directly on top of revenue. A shopper who cannot get a straight answer before checkout does not buy, and a shopper who cannot track an order after checkout does not return. These are the pressures we are built to absorb.
Where is my order overload
Order status and tracking contacts are the single largest volume in ecommerce. Every unanswered enquiry chips at trust and drives refunds and chargebacks.
Returns and refunds friction
Return requests, exchanges, and refund status questions arrive constantly and, handled slowly, turn one bad order into a lost customer.
Seasonal peaks
Sales events multiply volume across every channel at once.
Catalog operations debt
Product listings, images, descriptions, pricing, and stock status drift out of date, hurting discovery, conversion, and trust.
Cart abandonment and pre purchase doubt
Shoppers hesitate at product questions, sizing, availability, delivery time, and payment. Unanswered pre purchase questions are abandoned carts.
Payment and cash on delivery load
Failed payments, payment confirmation, and cash on delivery confirmation and reconciliation generate friction that is heavy in African and Africa facing markets.
Typical workflows
The work we take on for Ecommerce teams
We handle order status, tracking, changes, cancellations, and delivery questions across email, chat, phone, WhatsApp, in app, and social. Repetitive order status contacts are deflected to a chatbot with a live agent standing behind it.
We handle return requests, exchanges, and refund status against your policy, categorising and resolving what the playbook allows and escalating the rest with clean context.
We answer product, sizing, availability, delivery, and payment questions that move a shopper from hesitation to checkout, and we follow up on abandoned carts.
We handle failed payment recovery, payment confirmation, and cash on delivery confirmation and reconciliation against your rules.
We keep listings, images, descriptions, pricing, and stock status clean and current so shoppers see accurate, discoverable products.
For marketplaces, we onboard and verify sellers and support the supply side so listings go live.
We keep the CRM clean and run the outreach that brings shoppers back for the next order.
We handle direct message sales and support across social and WhatsApp, closing questions and taking orders in the channels shoppers already use.
Recommended services
What we would run for an Ecommerce team
We tailor the mix to your stage and risk profile. A typical engagement draws on these.
Customer Experience
Omnichannel order, return and product support that scales cleanly through peak.
Growth & Community
Social and DM response, review moderation and cart-recovery outreach that save sales.
Business Operations
Returns processing, catalog upkeep and seller ops handled accurately and on time.
Success metrics
What good looks like in Ecommerce
Agreed per engagement and tracked weekly. Illustrative ranges shown.
94%
Net Promoter Score (NPS)
Catalog data accuracy rate
35m
Average handle time (AHT)
<5m
First response
Relevant case study
Keeping a marketplace safe through rapid user growth
A fast growing online marketplace was seeing more listings, more messages and more fraud attempts than its small team could review, putting user trust at risk.
Read the full story 90%
faster high priority review time
Lower
fraud disputes
24/7
coverage across time zones
review volume handled
Protect every order, every season
A 30-minute consultation. We look at your channels and peak calendar, and map operations that scale without dropping quality.