How It Works
Getting Started With
Commerce Care
Getting support should feel clear and manageable. We first learn how your business currently operates, then define responsibilities, document workflows, and prepare for a controlled launch.
Step 1
Discovery Call
We start by learning about your business. We'll discuss areas such as:
- Monthly order volume
- Customer support volume
- Current support channels
- Store platform
- Fulfillment setup
- 3PL or warehouse relationship
- Returns process
- Current team
- Major operational challenges
- Responsibilities you want to delegate
The goal is to identify the work Commerce Care can take over, the work your team should keep, and the issues that must be escalated.
Step 2
Define the Scope
Once we understand your operation, we'll recommend a service scope. We'll clearly define:
Commerce Care Handles
Agreed responsibilities, clearly owned
Your Team Handles
Everything kept in-house
Requires Escalation
Situations routed back to you
A written scope makes ownership clear and prevents tasks from falling between teams.
Step 3
Learn Your Business
Next, we learn your operation. Depending on your services, onboarding may include:
- Store access
- Helpdesk access
- 3PL/WMS access
- Product training
- Brand voice guidelines
- Customer policies
- Shipping policies
- Returns procedures
- Escalation rules
- Existing SOP review
We then document the workflows Commerce Care will manage.
Step 4
Launch Support
Once onboarding is complete, Commerce Care begins handling the agreed responsibilities.
We stay in communication with your team and escalate situations based on the procedures established during onboarding.
Step 5
Review and Improve
Once we're inside the operation, patterns become easier to see.
We help identify these issues and recommend improvements over time.
Let's Talk
Ready to Get Some of Your Time Back?
Tell us what is taking up your time. We’ll identify whether Commerce Care is a fit and recommend the best next step.