KECOMSOFT 
E-commerce and retail
Peak season without panic hiring. WISMO, returns and refunds handled.
Support volume does not track traffic in a straight line. One promotion, one carrier running late, and the queue triples in a day. Staff for that peak in-house and you carry the cost through February; do not staff for it and your reviews carry it instead.
What we cover
Take the whole function or just the queues that hurt. You decide the scope.
Where-is-my-order and delivery exceptions Returns, refunds and exchanges under your policy Order changes, cancellations and address fixes
How your team gets built
The same three steps for every engagement. You keep control of quality throughout.
- 01
We map the work
Volumes, channels, tooling and what good looks like. No guesswork on scope.
- 02
We staff and train
We recruit against your profile and train on your product, not on a generic script.
- 03
We run and report
Daily queues, weekly quality reviews and a monthly report you can take to your board.
What we commit to
Not projections. Commitments we write into the agreement.
A staffing plan for peak agreed before peak, not a scramble once the queue is already deep.
We work inside your platform and helpdesk. Your macros, your tone, your refund thresholds.
Carrier rules and policy edge cases documented with you, so two agents give the same answer.
The cases that need a human judgement call come back to you flagged, not decided quietly.
Common questions
Can you handle Black Friday?
If we plan it together with enough notice, yes — we size and train ahead of the season rather than adding bodies mid-peak, which never works. Come to us in October, not the week before.
Which platforms do you work in?
Yours. The common ones we already know; anything else we learn before go-live. We do not ask you to migrate helpdesk to suit us.
Our peak is at night and at weekends. Can you cover it?
Base coverage is Monday to Friday, 8:00 to 17:00 Central Time. Extended windows are possible and we price them separately — what we will not do is promise round-the-clock cover and then staff it thinly enough that you notice.
Tell us what's piling up
Send us your volumes and channels. We will come back with a staffing plan and a number, not a brochure.
Let's talk