Most of the day, it’s order questions, delivery updates, returns, and general “where is my order?” messages. We also handle product questions and follow-ups that come through email or chat. Basically, if a customer reaches out, we pick it up, look into it properly, and respond with a real answer — not a copy-paste reply.

No — and that’s intentional. We spend time understanding how your brand communicates and what your policies actually are. Our goal is to sound like part of your team, not a third party. Customers shouldn’t have to guess who they’re talking to — they should just get help.

It happens, especially with delays or courier issues. When someone’s frustrated, we don’t argue or over-explain. We acknowledge the problem, explain what’s happening in plain language, and follow up until it’s resolved. A calm, honest reply usually goes a long way.