Product & pre-purchase questions
Answer questions about specifications, compatibility, variants and product use with consistent product information.
Customer support
Customer questions.
A team that follows through.
Our people handle product questions, order issues and customer care across your store and marketplaces, connecting what customers tell us to the rest of the operation.
Talk through your eCommerce planReal people.
Your Twin Two team.
What our team manages.
The daily tasks behind customer support, connected to the rest of your online business.
Order & shipment inquiries
Follow up on order status, tracking and delivery exceptions with the people handling fulfillment.
Returns & refund coordination
Manage customer communication and follow-up around returns, refunds and order issues.
Disputes & marketplace cases
Handle buyer disputes, chargeback coordination and channel cases through the account’s available workflows.
Brand-consistent communication
Keep the tone and product facts consistent while adapting customer responses to each channel.
Feedback into the business
Use recurring questions and return reasons to improve listings, creative, merchandising and operating priorities.
How the work connects.
If several buyers misunderstand a product dimension, support should inform the listing. Our team checks the facts, updates the customer answer and coordinates clearer copy and images across the selling channels.
Discuss your operating needsYour store and marketplaces.
Managed as one business.
The product facts, offer calendar and customer experience should work together. Our people adapt the work to each channel while keeping the wider business in view.
Channel services: Shopify & DTC · Amazon · Walmart · TikTok Shop · Newegg · All channels
Explore channel servicesYour questions, answered.
Can you manage customer support across our website and marketplaces?
Yes. Our people handle buyer messages, product questions, order inquiries, returns coordination and channel cases, keeping the product facts and brand voice consistent.
Does customer support help improve product content?
Yes. Recurring questions and return reasons can identify missing or unclear product information. We connect those observations to listing, image, merchandising and operating improvements.
Is this part of your full-service management?
Yes. This work is managed by our people as part of the connected eCommerce operation, alongside content, advertising, pricing, promotions, customer support and daily channel management.
Do we need to purchase channel-management software?
No. Our own software and standard supported channel connections are included at no additional software cost. You can see products, prices, promotions and channel data while our people manage the daily work.
A useful first conversation.
Tell us where you sell and what you want to build. We’ll talk through your priorities and whether our team is a good fit.
Your business today.
Your products, current channels, existing team and the work that needs attention.
A practical starting point.
The channels and responsibilities that fit your products, resources and next stage.
The partnership.
What our people would handle, what you provide and how the sales-based fee works.