A Karachi online fashion retailer

The challenge

COD returns were eating margins, with roughly 30% of orders bouncing because customers were never confirmed before dispatch.

What we built

Confirmation campaigns on the power dialer, Shopify integration so agents see the order on screen, and a dedicated order queue with recording.

The story

Cash on delivery is how most of Pakistan shops online, and it is also how most online retailers quietly lose money. This retailer was dispatching every order the moment it came in. Roughly three in ten came straight back: wrong address, changed mind, or an order placed by someone who was never going to answer the door.

The fix was not complicated, it was operational. Every order now goes into a confirmation campaign on the power dialer, and an agent speaks to the customer before anything leaves the warehouse. The dialer feeds the agent the next order automatically, so nobody is copying numbers off a screen.

Because the Shopify integration puts the order on the agent's screen as the call connects, the conversation starts with the customer's own items and total rather than thirty seconds of lookup. Orders that cannot be reached on the first pass drop into a callback list instead of being dispatched on hope.

The evening rush was the other half of the problem. Calls that arrived while everyone was busy used to ring out; they now hold in a dedicated order queue with a position announcement, and the callback list catches whoever will not wait.