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A Case Study by The Hour
Virtual Assistant Support for B2B/B2C
E-commerce Platform
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Company Overview
Scaling E-commerce with Smarter Support
THE HOUR provides virtual assistant services tailored for fast-growing e-commerce businesses across B2B and B2C segments. From order management to customer queries and marketplace coordination, our assistants help streamline operations, improve customer experience, and reduce staffing overhead.
We’ve supported Shopify stores, Amazon sellers, WooCommerce brands, and custom-built e-commerce platforms in managing backend operations with speed and precision.
Ready to optimize your e-commerce backend?
The Client
Helping an E-commerce Business Scale Without Chaos
Our client, a B2B/B2C e-commerce platform selling industrial equipment and consumer electronics, was experiencing rapid growth. With increasing orders, customer service needs, and marketplace integration requirements, the client needed reliable help to keep operations smooth without burning out their small team.
The Challenge
Growth was exciting, but it came with problems
Growth was exciting, but it came with problems
High volume of queries on pricing, stock availability, and delivery timelines.
Order Processing Delays
Manual fulfillment and vendor coordination causing bottlenecks.
Return & Refund Friction
Inconsistent communication with customers led to low satisfaction.
Marketplace Sync Issues
Listings across Amazon, Flipkart, and website were inconsistent.
The Solution
THE HOUR deployed a high-efficiency e-commerce virtual assistant team
Consultation & Needs Analysis
Mapped major problem areas in order flow, communication, and support.
VA Team Onboarding
Assigned VAs trained in e-commerce operations and tools like Shopify, Amazon Seller Central, Zoho, and Gorgias.
24-Hour Order Monitoring
VA team tracked all new orders, flagged delays, and processed return/refund requests.
Customer Communication
Replied to all inquiries via email, live chat, and WhatsApp within 2–4 hours.
Marketplace Management
Updated SKUs, pricing, descriptions, and synced stock levels across platforms.
Ongoing Optimization
Introduced order tagging, automation tools, and weekly dashboard reporting.
The Verdict
Here’s what changed after working with us more time saved, less cost, and a stronger team.
