What services does Fusion CX offer for ecommerce brands?

Fusion CX offers end-to-end ecommerce support services, including customer care, order fulfillment management, returns handling, seller onboarding, multilingual support, and AI-enabled CX automation. We specialize in marketplace operations for platforms like Amazon, eBay, and Walmart, as well as D2C store enablement.

How does Fusion CX ensure quality in ecommerce support?

Our Total Quality Management (TQM) framework uses real-time QA tools, AI-powered sentiment monitoring, and continuous agent coaching. Each interaction is tracked against KPIs like AHT, FCR, and CSAT. We also conduct frequent calibrations with client teams to maintain brand alignment and customer experience consistency.

Can Fusion CX help with peak season ecommerce scaling?

Yes. Fusion CX offers elastic staffing models that support high-volume seasons such as BFCM, Prime Day, and holiday surges. We build forecasting models using historical and real-time demand data to ensure SLA adherence. Our global footprint across India, El Salvador, and the Philippines ensures true 24/7 support coverage and multilingual capabilities.

How does Fusion CX integrate with ecommerce platforms and tools?

We offer tool-agnostic integration with leading ecommerce ecosystems including Shopify, Magento, WooCommerce, and marketplace APIs. Our agents are trained on platforms like Zendesk, Gorgias, Freshdesk, and Kustomer. We also provide backend support via platforms such as ShipStation, Linnworks, and Netsuite.

What ROI can ecommerce companies expect from outsourcing to Fusion CX?

Ecommerce brands partnering with Fusion CX typically experience reduced operational overhead, improved SLA compliance, and enhanced customer retention. Our clients report up to 25% savings in customer service costs, 30% improvement in CSAT scores, and significant reduction in cart abandonment and return rates. We focus on driving revenue impact, not just cost efficiency.