Commerce Services
Customer service that builds loyalty, not just tickets
Cart.com's customer service solutions combine expert human agents, enterprise technology, and ecommerce-native processes to deliver support experiences that retain customers and protect your brand. With a 100% NPS score, agent tenure 2.5x the industry average, and 800% lower turnover than the industry norm, Cart.com delivers the consistency and quality that makes customer service a competitive advantage — not just a cost center.
Trusted by the world’s most iconic brands
Customer service built around the full ecommerce experience
Cart.com's customer service team is staffed by agents who understand ecommerce from the inside — your fulfillment process, your return policy, your marketplace presence. That domain expertise is what transforms standard support into a genuine customer retention engine.
100% NPS
Cart.com's customer service programs have achieved a perfect NPS score — a direct reflection of the quality, consistency, and empathy our agents bring to every interaction. Exceptional service is designed into our processes, not left to chance or individual agent instinct.
800% Lower Agent Turnover
Industry-average agent turnover exceeds 100% per year. Cart.com's turnover rate is 800% lower, meaning the agents who know your brand, your products, and your customers stay on your account — delivering consistent quality instead of constant retraining.
2.5x Longer Agent Tenure
Cart.com agents stay with their accounts 2.5x longer than the industry average. That tenure translates into institutional knowledge — agents who understand your edge cases, your most loyal customers, and the nuances of your product line that no onboarding document can capture.
9+ Years of Client Trust
Cart.com has maintained long-term customer service partnerships with brands for over nine years. The longevity of these relationships is a testament to the consistency, quality, and business impact our programs deliver over time.
Omnichannel customer service, fully managed
Cart.com manages customer support across every channel your shoppers use — with ecommerce-trained agents, enterprise-grade technology, and processes built for the complexity of modern retail.
Phone Support
Cart.com's phone agents are trained in ecommerce, not generic call center scripts, so they resolve complex order issues and represent your brand with confidence. Every call is monitored in real time against your quality standards.
Email and Ticket Management
Cart.com manages high-volume email support with response-time SLAs and first-contact resolution targets, working inside your Gorgias or preferred helpdesk platform. Well-managed email support cuts repeat contacts and protects your review profile.
Live Chat and SMS
Cart.com's chat and SMS agents resolve issues in real time, at the speed and accuracy modern shoppers expect. Whether it's a pre-purchase question or a post-shipment concern, chat is one of ecommerce's highest-converting touchpoints.
Social Media Customer Service
Cart.com's social team monitors your brand's channels, responds to mentions and DMs, and escalates issues before they become reputation risks, always in your brand voice.
Telesales and Outbound Support
Cart.com's telesales agents convert high-intent prospects, recover abandoned carts, and drive repeat purchases through proactive outbound, especially effective for complex products, high-consideration purchases, or subscriptions.
Gorgias Implementation and Management
As a Gorgias-certified partner, Cart.com handles implementation, workflow design, and ongoing optimization, connecting Gorgias to your Shopify store, OMS, and returns platform so agents have full context on every interaction.
Enterprise technology, ecommerce expertise
Cart.com's customer service runs on an enterprise stack that connects every touchpoint in the customer journey.
As a certified Gorgias partner, we integrate it with your Shopify or Magento storefront, OMS, and returns platform, so agents resolve issues on first contact.
For voice, we run on Five9 and NICE, with real-time routing, call recording, and quality assurance built in, plus a broader ecosystem spanning NetSuite, Yotpo, and Loop.
The result: agents with full context, and customers who get the seamless service that builds long-term loyalty.
What sets Cart.com customer service apart
Cart.com wasn't built as a generic BPO. Our customer service practice was designed for ecommerce brands — with ecommerce workflows, ecommerce integrations, and agents trained to handle the full complexity of a modern retail operation.
Ecommerce-Native Processes
Our agents already understand OMS, Amazon, and FBA, so they resolve issues faster and speak to your customers with real authority.
Agent Retention as a Strategy
Most support orgs accept high turnover. Cart.com invests in keeping agents for years, so institutional knowledge and service quality keep improving instead of resetting.
Integrated With your Commerce Stack
Our agents connect directly to your fulfillment, OMS, and ecommerce platforms, so they see real-time order and return status instead of saying "let me check on that."
Flexible Engagement Models
Full-time, blended, or seasonal surge, Cart.com builds the engagement model that fits your volume, budget, and calendar.
Trusted by brands that take customer experience seriously
Cart.com has delivered customer service programs for ecommerce brands across apparel, beauty, health and wellness, home goods, and consumer electronics — with measurable results in satisfaction, retention, and operational efficiency.
9+ years of partnership: a beauty brand story
One of Cart.com's longest-running customer service partnerships spans more than nine years with a leading beauty and personal care brand. Over that time, Cart.com has maintained consistent service quality through seasonal surges, product launches, and platform migrations — serving as a true extension of the brand's customer experience team. The 100% NPS rating Cart.com holds across its customer service portfolio reflects the kind of long-term, trust-based partnership this relationship represents.
Scaling support without sacrificing quality
A high-growth DTC brand came to Cart.com after struggling to maintain service quality through rapid volume growth and seasonal spikes. Cart.com built a flexible staffing model that scaled with the brand's ecommerce calendar — absorbing holiday volume without sacrificing response times or resolution rates. Agent tenure and program continuity meant the brand's customer voice was represented consistently, even as total contact volume tripled over two years of partnership.
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Gorgias implementation: first-contact resolution lift
An ecommerce brand on Shopify was managing customer service through a fragmented mix of email inboxes and manual processes that created slow response times and high escalation rates. Cart.com implemented Gorgias with full integration into the brand's Shopify store, OMS, and returns platform — giving agents complete customer context on every ticket. First-contact resolution rate improved significantly within the first 60 days, and average handle time dropped as agents spent less time searching for order information.
Telesales program: cart recovery and subscription conversion
A health and wellness brand with a subscription model partnered with Cart.com to launch a telesales program targeting high-intent leads and cart abandonment recovery. Cart.com trained agents on the brand's product line and subscription value proposition, deploying them on outbound call programs designed to feel consultative rather than transactional. The program delivered meaningful conversion lift and improved subscription retention — adding a revenue channel that the brand's internal team had never had the capacity to run effectively.
