Case Study · E-commerce & Retail

Recovering carts and CSAT for an e-commerce brand

A fast-growing e-commerce brand was missing calls and losing carts at peak. QCSS added U.S.-based customer support and proactive cart-recovery calling that paid for itself.

The challenge

At peak season the brand’s small in-house team couldn’t keep up. Calls rang out, support backed up, and abandoned carts went unworked — directly costing revenue.

They needed flexible, U.S.-based capacity that could scale with demand without a permanent headcount commitment.

What QCSS did

QCSS added a U.S.-based team to handle inbound support across phone, email, and chat, plus proactive outbound cart-recovery and payment-recapture calls.

Agents were trained on the brand’s products, tone, and systems, and worked directly in the client’s helpdesk and commerce tools. Coverage flexed up for peak and down afterward.

The results

Recovered-cart revenue and CSAT rose while speed-to-answer dropped. The recovery program returned a positive ROI, effectively paying for the support it came bundled with.

The brand gained a partner it could scale seasonally — capacity when it needed it, without carrying fixed cost year-round.

“QCSS caught the calls and carts we were dropping at peak. It paid for itself and our customers noticed.”

Director of CX, E-commerce Brand · attribution to be approved

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