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Retail & Ecommerce

Providing a seamless customer journey to create an exceptional brand experience

We recognize that the retail experience is changing all the time. Outstanding customer experiences now take place at multiple touchpoints, and we understand that it helps you build customer loyalty.

Support Services Group has a proven track record of offering white-glove customer experience to our many luxury clients. We have brand specialists that function as an unwavering extension of your brand by offering the same friendly, expert, personalized service over the phone, email, and chat that your customers would expect to receive from an in-store representative.


Trained call center workforce management teams are employed in our facilities to help our agents help our catalog clients maintain sales momentum and top-notch customer support, whether it is a holiday ramp, your special marketing efforts, or your 24 x 7 x 365 call center needs.

We collaborate with our clients to fully understand their business needs, including marketing plans, shipping timelines, and othe dynamics

Vertical – Retail eCommerce



Large global fashion brand selling luxury accesorioes, watches, footwear, fragances:

Year 1: Increased sales conversion rate by 62% through targeted sales training

Year 2: Accompliished over 200% return on costs in phone/chat sales

Year 3: Exceeded sales goal by over 150%; inducted 20 agents into the 100K Seller's Club


America’s largest fabric and craft retailer. 

Sales and Customer Support – SSG’s white-glove support proved instrumental in driving sales for our client during the COVID-19 pandemic. When they were forced to close their physical stores and move to an online-only model, we swiftly adapted our support structure. By doing so, we not only met the high volume demands but also improved program metrics, resulting in increased sales and customer satisfaction.

Volume increased over 275% due to this unexpected business model adjustment.

We provided the client with a ramp plan to recover and retain customers during the COVID-19 pandemic and achieved 100% agent retention trough ramp.

Emails handled per hour increased by 12.3%

Email AHT decreased by 11%

QA scores increased by nearly 3%

The added Voice Support resulted in the drop of AHT by 6.5%

The added Chat Support resulted in the improvement of AHT by over 20% in just three weeks

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