Retail + eCommerce

Reinventing Customer Experiences and Expectations with Us

Navigate shifting economic conditions and evolving customer needs by delivering Ridiculously Good and innovative customer care

retail & ecommerce

Our Goal

To Be a Ridiculously Innovative and Collaborative Partner of Choice

We understand your business’ and customers’ ever-evolving needs. This is why we over-invest in our frontline so they are empowered to provide the highest level of quality service to your customers—and for you to exceed expectations.

We curate offerings based on your customers’ needs

We protect your brand’s integrity

We keep retail experiences safe and secure

We leverage the best in tech and innovation to create unforgettable experiences

Our Expertise

Since 2008, we have scaled and partnered with over 100 of the world’s most disruptive and fast-growing brands with multi-partner environments.

53+

Retail & eCommerce Clients

12,000+

Dedicated Retail & eCommerce Teammates

30+

Languages Supported

92.7%

Average CSAT Achieved

2021 Average

Our Services

Offering Four Key Pillars of Support

From industry-leading frontline CX to back-office brilliance, we cover all aspects of your customers’ journey to ensure a satisfying, seamless, secure, and superb experience in the online Retail and eCommerce space.

Digital Customer Experience
  • Customer and Merchant support across email, voice, live chat, in-app messaging, SMS, and social channels
  • Upselling and Cross-selling
  • Lead Generation

Top Drivers

  • Product Education (pre-sales)
  • Product Concern (post-sale)
  • Returns/Exchanges
  • Refunds/Credits
  • Price Matching
  • Billing/Payment Disputes
  • Customer Complaints/Feedback
  • Promotions
  • Chargebacks 
  • Referral gaming – Account Takeovers
  • Technical Support and Troubleshooting
  • Account Help/Password Reset
  • Order Placement/Cancellation
  • Order Tracking/Fulfillment-Related issues
  • Escalations
  • Claims Processing

Learn more about our Digital Customer Experience services.

Trust + Safety

Community Safety

  • Content Moderation
  • Egregious Content Annotation
  • Account Takeover Recovery
  • Policy Research and Analysis

Marketplace Integrity

  • Ad Review and Classification
  • Political and Brand Content
  • Scams and Counterfeits
  • Fake Postings and Reviews

Content Relevance

  • Product Listing Quality
  • Clean Search Results
  • Safe Content Discovery

Learn more about our Trust & Safety services.

AI Services

Data Labeling

  • Audio Transcription
  • Text, Image, Video Annotation
  • Data Collection – Maps, Search, Ads, Social
  • Data Entry, Cleansing, Aggregation, and Cataloguing
  • Product/Catalog Uploading and Management

ML Engineering

  • AI Process Development
  • AI Systems Implementation
  • Data Analysis

Learn more about our AI Services

Risk + Response

Ecosystem Integrity

  • ID Verification
  • Fraud Detection and Prevention
  • Fraud Advisory and Investigation

Regulatory Compliance

  • Regulatory Screening (AML, CFT, OFAC, PEP, sanctions, and FATF-required screening)
  • Risk Scoring
  • Enhanced Due Diligence
  • Continuous Due Diligence
  • Blockchain Risk
  • Know-Your-Transaction
  • Digital Asset Screening
  • Advisory and Risk Intelligence

Learn more about our Risk & Response services.

What You Gain

Sustained Success for Your Brand, Users, Buyers, Sellers, and Shareholders

Achieve end-to-end, effective, and sustained improvements in the following areas of your brand and business through TaskUs’ proven ability to deliver measurable, repeatable results.

Profitability

Over the past decade, we have assisted clients in developing strategies to migrate CX support to lower-cost markets, reducing their total cost of service by an average of 45%.

Customer Care

Our people-first culture, rigorous onboarding process, and hands-on training programs lead to high-performing “Super Teammates,” regularly achieving CSAT scores over 92% and a low attrition rate compared to industry standard.

Sales Support

Our Teammates supporting our global clients in the retail and eCommerce space are functional experts in identifying, recommending, and generating need with platform sellers and SMBs, resulting to some campaigns averaging $2,800+ in additional annual revenue per Teammate.

Ramp

Our deep experience in the retail and eCommerce industry enables us to successfully scale programs during seasonal, promotional, and social influencer peaks, with some clients scaling up and down in headcount by as much as 350% every year.

Trust & Safety

We partner with cutting-edge Machine Learning companies to complement our clients’ in-house solutions. TaskUs is distinguished by its deep content moderation capabilities of up to 1.2 billion pieces of content a year, including those of platform users/sellers to ensure a safe and secure shopping environment.

Digital Innovation

We are dedicated to bringing innovation and continuous improvement to our campaigns enabling teams to work faster and smarter through the power of AI.

Place Your Trust in Us

Amplify Your Channels

Give your customers the absolute best support in whatever channel they prefer to engage you with: Social Media, SMS, In-App Messaging, Live Chat, Email, Phone, and more.

Turn a Cost Center into a Revenue Generating Center

Increase average order value and reduce cart abandonment with impactful inbound + outbound selling that positions relevant product recommendations.

Protect Your Brand

Monitor the integrity of user-generated content across your online marketplaces and eCommerce platforms. Capitalize on our teams’ proven track record in investigating suspicious account behavior and fraudulent claims.

Simplify The Customer Journey

Optimize search functionality and product discovery with our capabilities in product tagging and data annotation. Keep your online product set current with field-tested data structuring and product uploading services.

World-class Service and Support–that’s Us.

Our Results

Hyper-Growth Retail & eCommerce Excellence

We built a team of Communications Specialists and Writers to develop, maintain, and communicate changes needed to solve frontline and buyer challenges.

Download Case Study >
The Art of Multilingual Support

We swiftly and smoothly implement and online wholesale marketplace, demonstrating our experience and expertise in hiring support for multiple languages in retail outsourcing.

Download Case Study >
CX & Sales eCommerce Consulting Expertise

We boosted the client’s overall revenue by increasing their average order value through the use of data collection, data and trends analysis, and insights summary.

Download Case Study >
Clients come to TaskUs because we’re disrupting our industry the same way many of them have disrupted their own. We’re changing the way great customer care is delivered and we do it by over-investing in our frontline people and ensuring every teammate feels empowered to deliver ridiculously good experiences.
Bailey Boyd
VP, Retail & eCommerce | TaskUs
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