Pain point
Managing After-Hours and Post-Sale Customer Enquiries
For e-commerce pet supplies stores, after-hours enquiries may always feel urgent. A customer may realise at night that their pet’s food is running out, so they often make after-work purchases.
This customer is a Singapore-based online pet supplies store that receives a high volume of late-night enquiries, especially after customers return home from work and check on their pets’ supplies. The main issues included:
- Urgent update requests for orders
- Delivery enquiries coming in after the in-house team clocks out
- Missed chances to convert customers ready to place same-day or next-day orders
- Late-night post-sale issues, like missing items, wrong products, damaged parcels, and refund requests
Contact Centre managed by Isabelle, with 2 years experience working across different e-commerce brands
After-hour and post-sale customer messages handled monthly
After-support Hours:
- Mon-Fri: 6PM to 12AM
- Saturdays: 5PM to 11PM
- Sundays: 9AM to 11PM
Inclusive of Public Holidays
Our Solution
Outpost handled all incoming messages and order enquiries after the business’ operating hours, from 6PM to 12AM.
After-Hour Support (Conversion-Focused):
- WhatsApp, social media, and website enquiry handling
- Order checking based on the store’s SOP
- Customer support handling
Post-Sales and Order Support (Operational Support):
- Order tracking and status updates
- Managing refund/exchange requests
- Logging and tagging urgent cases for next-day escalation
Process and Handover:
- Created enquiry categorisation flow for sales, delivery, returns, complaints, and product questions
- Provided daily handover reports for in-house team operations
Following implementation, the brand achieved:
- 90-100% of after-hours enquiries answered across online platforms and WhatsApp
- Faster response times for urgent order enquiries and time-sensitive situations
- 40% reduction in missed or delayed responses
- Consistent handling of enquiries across all platforms
“When customers message us at night, it’s usually because they need help quickly for their furbabies.
Outpost helps us reply promptly, get the right order details, and flag anything urgent for our team. It gives our customers peace of mind, and our team no longer has to keep checking WhatsApp after work.
So, I’m very happy that we took a chance with Outpost!”
