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Shoppers make up their minds on the product page. When a question about size, fit, stock or delivery goes unanswered, they leave the tab. Magellan Solutions' live chat for eCommerce puts a trained person in the chat window on your store, 24 hours a day. Our chat team answers product and order questions in your brand's voice, helps shoppers through checkout problems, and passes anything that needs a refund, return or order change to the right team.

Live Chat for eCommerce

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1-800-371-6224

At a Glance

Best For Online stores, direct-to-consumer brands, Shopify merchants, subscription brands and multichannel retailers
Core Support Pre-purchase product questions, sizing and compatibility help, stock and delivery-time answers, checkout and discount code help, order status in chat, handoff to your support team
Engagement A managed service delivered by a shared, trained chat teamool
Channels Live chat on your store and product pages
Coverage 24/7, evenings and weekends, or overflow during launches, sales and the holiday peak
Delivery Philippines-based chat agents working in your chat platform, store admin and helpdesk, following your product guides, policies and handoff rules; launch in 4–6 weeks
Part of our retail and eCommerce BPO services.

Shoppers Who Don't Get an Answer Don't Wait

Most product-page questions are small: will this fit, does it work with my model, is it in stock, will it arrive by Friday, why won't my discount code apply. A shopper asks once. If nobody answers, they don't send an email and wait for a reply; they open another tab and buy somewhere else. Your team can't watch the chat window between packing slips, supplier calls and campaign launches, and a chatbot that can't answer the question only makes the shopper leave faster. Our chat team keeps a person in the window: every shopper gets a real answer from someone trained on your products, and anything that needs your team gets passed on with the full conversation attached.

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How Our eCommerce Live Chat Works

Our chat agents learn your products, size guides, shipping times and store policies before they answer a single shopper, so every chat sounds like it's coming from your own team.

Pre-Purchase Product Questions

Sizing and fit, materials, compatibility, bundles and stock levels, answered from your product guides while the shopper is still on the page.

Checkout & Discount Code Help

Help with discount codes that won't apply, shipping options, payment errors and account logins, so a problem at checkout doesn't end the sale.

Order & Delivery Questions

Order status, tracking and delivery-time questions answered in the chat, with order changes, returns and refunds passed to the team that handles them.

Handoff & Escalation

Complaints, damaged-item claims, VIP customers and anything outside your policy are passed to your team with the full chat transcript, so nobody has to ask twice.
Live chat covers your store's chat window. For phone, email and helpdesk tickets, see our eCommerce customer service outsourcing. If you want one dedicated person for the admin behind the store, see our eCommerce virtual assistant. Both are part of our retail and eCommerce BPO services.

Works Inside the Systems You Already Use

Our chat agents work in the chat tool already on your store, or in one we provide and set up for you. They look up orders in your store admin and log every transcript where your team already tracks customer conversations. Your team keeps its tools and process, and shoppers get a chat window that works the way your store does.

Chat Platform

Chats answered in the tool already on your store, such as Gorgias or Zendesk chat, or in one we provide

Store Platform

Orders and stock looked up in your store platform while the shopper waits

Helpdesk

Transcripts saved to the customer's history, with follow-ups opened as tickets

Team Notifications

Escalations and VIP chats sent to your team the moment they come in

Why Online Stores Outsource Live Chat

Shoppers expect an answer while they're still on the page, and nobody on a small team can watch the chat window all day. An outsourced chat team keeps a person in the window without adding headcount.

Answers While Shoppers Are Browsing

Shoppers get a reply on late nights, weekends and holidays, when much of the browsing happens and your team is offline.

A Person, Not a Script

Trained agents answer the questions a chatbot can't, from fit and compatibility to a code that won't apply at checkout.

Room for Launches and Peak Season

Add chat agents for product drops, sales events and Black Friday, then scale back, without hiring for the whole year.

Lower Cost Than Staffing Chat

Avoid hiring, training and scheduling your own team to cover the chat window, especially overnight and on weekends.

Compliance and Data Security, Built In

Live chat means shoppers sharing names, emails, order numbers and sometimes payment problems in real time. Magellan Solutions uses certified security standards, restricted system access and enforceable confidentiality to keep that information secure.

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Certified Standards

Magellan holds ISO 27001 and PCI-DSS certifications, the recognized benchmarks for information security and payment data. See our certifications.

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Controlled Data Access

Access to your chat tool, store admin and helpdesk is limited to the chat agents assigned to your account, with the permissions you choose.

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Enforceable Confidentiality

Every employee signs a confidentiality agreement before job assignment, enforceable under Philippine law. Your customer and order data stays with the team working on your account.

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Continuity You Can Count On

Continuous data backup with off-site copies, a backup site outside a 10-mile radius, and power-blackout protection keep your chat running when circumstances change.

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    Who We Support

    Online Stores & DTC Brands

    A person in the chat window on every product page, answering in your brand's voice.

    Shopify Merchants

    Chats answered in the chat app on your Shopify store, with orders and stock checked in your admin.

    Subscription Brands

    Questions about plans, delivery dates, skips and swaps answered before the shopper subscribes, and after.

    Multichannel Retailers

    Chat on your own store covered alongside your marketplaces and phone line, with one view of each customer.

    Consumer Electronics Brands

    Compatibility, specs and setup questions answered before purchase, with warranty issues passed to your team.

    Don't see your business listed? We build each chat program around your products, size guides, store policies, chat tool and peak-season calendar.

    Our Onboarding Process

    Requirements Setting

    1

    1

    Call center outsourcing

    Recruitment

    2

    2

    Agent Training

    3

    3

    Campaign Incubation

    4

    4

    Campaign Go Live

    5

    5

    Frequently Asked Questions

    FAQ
    What does live chat for eCommerce handle?
    A trained chat agent answers shoppers on your store in real time. They answer product questions from your product guides, help with sizing, compatibility, stock and delivery times, sort out discount code and checkout problems, and answer order status questions. Refunds, returns, order changes and complaints are passed to your support team with the chat transcript.
    Is it a chatbot?
    No. Every chat is answered by a real person trained on your products and policies. If you already use a chatbot, our agents can take over when a shopper asks for a person or the question goes beyond what the bot can answer.
    How is live chat different from eCommerce customer service or a virtual assistant?
    Live chat and eCommerce customer service are both managed services delivered by shared, trained teams: chat covers the chat window on your store, and customer service covers your phones, email and helpdesk tickets. A virtual assistant is one dedicated person who handles the admin behind the store. Many stores use chat and customer service together.
    Is it available 24/7?
    Yes. Coverage can be 24/7, evenings and weekends only, or overflow during launches, sales and the holiday peak. You choose when chats come to us.
    Do you use our chat tool or yours?
    Either. Our agents can work in the chat tool already on your store, such as Gorgias or Zendesk, so nothing changes for your shoppers or your team. If you don't have one, we can provide a chat tool and set it up for you.
    Can chat agents process refunds or change orders?
    Only if you want them to. By default, chat agents answer the question in the chat and pass refunds, returns and order changes to your support team or ours, with the transcript attached. If you'd like chat to resolve some of these directly, we set the limits with you.
    Is our customer information kept secure?
    Yes. Magellan holds ISO 27001 and PCI-DSS certifications, access to your systems is limited to the team on your account, and every agent signs a confidentiality agreement before starting. See our certifications.
    Can you cover product launches and the holiday peak?
    Yes. Chat runs from a shared team, so we can add agents for product drops, sales events and Black Friday, then scale back afterwards. Talk to us at least six weeks before your peak starts.

    We'd be happy to walk you through your options.

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      Toll Free: 1 800 371 6224

      US:  +1 650 204 3191

      UK: +44 8082 803 175

      AU: +61 1800 247 724