Dedicated support teams
High-quality, trained agents who learn your products and policies and work as part of your team, without the hiring headache.
Customer experience for ecommerce brands
Support that shows you what's really going on in your business.
Rooted CX gives growing brands a trained support team, the systems behind it, and data-backed reports on what is and isn't working, from fulfillment to product.
What we work toward
Consistent support makes happier customers.
- Fewer ticketsFix the causes so customers don't need to write in.
- Better sentimentFast, consistent answers that build trust and retention.
- Fewer lost refundsStop the refund and replacement leak most brands don't see.
- One playbookClear processes so the whole team handles things the same way.
- Data-backed reportingData on what's working and what's not, to help guide your fulfillment and product teams.
Services
A partner in the tickets, and in what's behind them.
Tracking and processes
Ticket-level tracking and clear processes that improve customer experience.
Helpdesk and FAQ builds
A full helpdesk and FAQ build, or a clean move from your current platform.
AI agent training
We set up, train and manage your AI agent so it helps customers instead of frustrating them.
How we work
Start with the data, then build around it.
Audit
We look at the top reasons customers reach out, what's driving refunds and cancellations, and gaps in your current processes. An audit takes about two weeks. Your go-live date depends on what we find and the service you need.
Build
We set up the helpdesk, tracking, macros and processes your team needs, or integrate with your current tools.
Staff, train and manage
We hire, train and manage your dedicated team, so that work stays off your plate. They learn your products, policies and voice before going live.
Report and improve
We track why customers reach out and show you the product and fulfillment issues behind it. These are gaps you only find by listening to your customers.
What this looks like in practice.
A few results from our founder's work with growing brands.
First response time
13+ hrs → 2 hrsHow fast customers got a first reply, before and after new support systems at a growing ecommerce brand.Conversations handled by AI
63%Share of conversations a coached AI agent handled, saving 4,400+ agent hours over six months.Complaints hidden by sales growth
Tickets down, even as sales grewComplaints per order jumped about 30% as a brand grew. Our tracking showed the rise wasn't just from higher sales and traced it to the packaging. Once the brand changed it, tickets per order dropped below their original level.Find out what your tickets are telling you.
Tell us about your support today. We'll look at your volume, your top contact reasons and where refunds are going, then suggest where to start.
Contact us