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Contact Center for a Large Online Store

The largest online store in Ukraine with 1 million monthly users.

  • Industry Retail
  • Location Ukraine
  • Size 5,200+ employees

About the project

  1. Challenge

    The largest Ukrainian retailer turned to Simply Contact to set up an inbound contact center. The agents needed to provide customers with consultations, process orders, coordinate delivery, and give warranty/service advice. Our goal was to ensure at least 30% of the sales on the incoming line.

  2. Key requirements
    • Experience with a large number of hits
    • Product & technical features knowledge
    • Warranty and product service knowledge
  3. Solution

    To set up an inbound contact center, Simply Contact formed a professional team and set up a seamless workflow. We established the omnichannel approach: customers can reach the company via calls, emails, social media, internal customer resources, etc. As a result, more than 60% of the sales come from the incoming line.

  4. Tasks we fulfill
    • Delivery coordination
    • Technical quality consultations for each product
    • Solving the complexity of the order related to delivery
    • Warranty and service advice
    • Assistance in selecting alternative items if the desired product is unavailable
    • Order processing and order status information


Customer satisfaction continues to increase from month to month. We developed an efficient contact center handling 5500 calls per day coordinating customers' delivery, providing product consultations, and processing orders. We exceeded the project goals and had 60% of sales come from the inbound call center.

  • 5500

    calls handled per day

  • 3500

    calls with leads

  • 60%

    executed orders


“Customer experience has significantly improved since Simply Contact came on board. Their impact can be verified by the influx of positive reviews and their rapid response time. We were impressed with their communication skills and empathy towards the customers. Without any hesitation, I highly recommend Simply Contact as a reliable partner.”

Head of Customer Support

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