Be Ys OS – The next-generation CX partner for brands. Retail & E-commerce Outsourcing that Scales with Your Growth
Be Ys OS – delivers dedicated, multilingual and multichannel retail and e-commerce teams built to ensure 24/7 continuity, peak-season scalability, measurable performance, and secure service delivery for fast-growing brands.
E-commerce and retail brands operate in an environment shaped by increased competitive pressure, more demanding customers, fragmented international markets, and a constant need for commercial performance. In this context, customer experience becomes a true lever for differentiation, loyalty, and growth.
Retail and e-commerce brands operate in an environment of constant pressure. Customers expect faster delivery, simple and transparent returns, and immediate assistance, often across multiple countries, time zones, and communication channels.
Whether you operate as:
- Business-to-Consumer (B2C) — serving end customers
- Business-to-Business (B2B) — serving wholesale and corporate buyers
- Direct-to-Consumer (D2C) — selling directly as a brand
- Consumer-to-Consumer (C2C) — enabling peer-to-peer marketplaces
…you face the same operational reality: increasing volumes, more touchpoints, rising expectations, and very low tolerance for delays.
The same applies regardless of your fulfilment model:
- In-house fulfilment
- Third-party logistics (3PL)
- Dropshipping
- Click & collect / ship-from-store
- Cross-border fulfilment
From the customer’s perspective, the expectation remains unchanged: a seamless, consistent, and reliable experience.
Through flexible, tailor-made, multilingual and multichannel CX solutions, we enable brands to:
- Create seamless, consistent, and personalised customer journeys across all touchpoints
- Increase customer satisfaction and loyalty by turning every interaction into a value-added experience
- Accelerate commercial performance by optimising operations and supporting conversion
The retail & e-commerce categories we support
Be Ys OS supports fast-growing retail and e-commerce teams across a wide range of verticals, including:
Account access, digital licences and keys, downloads, e-learning, e-vouchers, memberships, renewals, subscriptions
Audio & headphones, cameras, gaming consoles, laptops, peripherals, refurbished devices, smartphones, smart home products, smartwatches, TVs, warranties & protection plans
Accessories, athleisure, clothing, footwear, handbags, jewellery, kidswear, lingerie, outerwear, sportswear, streetwear, sunglasses, watches
Baby care, beverages, cleaning products, coffee & tea, food & snacks, household essentials, hygiene products, pantry staples, pet food, replenishment subscriptions
First aid, medical devices, mobility aids, OTC products, personal care, health monitoring devices, pharmacy retail, vitamins & supplements, wellness products
Bedding, furniture, garden & outdoor, home décor, home office, kitchenware, lighting, small appliances, storage & organisation, textiles
Concierge-style support, designer fashion, fine jewellery, high-value electronics, limited editions, premium accessories, premium beauty, premium home décor, watches, white-glove delivery coordination
Board games, collectibles, construction sets, dolls, educational toys, outdoor toys, puzzles, STEM kits, trading cards, video-game accessories
What is reshaping retail operations today and why outsourcing creates a competitive edge
Same-day and next-day delivery options, combined with real-time tracking, have significantly increased customer sensitivity to even minor delivery issues. As soon as something appears “off,” customers reach out. During peak seasons, “Where is my order?” frequently becomes the primary reason customers contact support. Support teams must manage tracking requests, delivery exceptions, carrier delays, address changes, failed deliveries, and proactive updates — without creating friction or bottlenecks for internal fulfilment and logistics operations.
Returns go far beyond refunds. They involve reverse logistics, policy enforcement, product condition checks, chargeback prevention, and strong emotional expectations from customers. While customers expect fast and frictionless resolution, businesses need consistency and control.
A well-structured returns operation enables efficient exchanges and refunds, reduces avoidable returns through better pre-purchase guidance, and helps identify suspicious behaviour — all while preserving a smooth and trust-building customer experience.
Sustainability is increasingly an operational challenge. Fewer failed deliveries, fewer picking and packing errors, fewer duplicate contacts, and fewer unnecessary returns directly reduce waste and operational cost. The fastest gains typically come from tightening processes: clearer product information, reduced operational errors, more transparent customer communication, and smarter escalation paths so issues are resolved correctly the first time.
International growth introduces immediate complexity. Multilingual customer support, regional service expectations, time-zone coverage, local delivery limitations, and varying return behaviours all need to be managed in parallel. When marketplace response-time requirements are added, brands need a scalable service model that maintains consistent performance across regions, without building and managing separate teams for each country.
Fast-growing retail and e-commerce brands rarely have the luxury of maintaining permanent headcount sized for peak demand. Outsourcing transforms fixed costs into flexible capacity: coverage can scale up during demand spikes and scale down when volumes stabilise. This approach allows brands to maintain service levels, reporting consistency, and quality controls, without continuous headcount growth or operational strain.
Our approach is built on a key balance between technology and human expertise:
- CX tools and data to analyse behaviours, steer performance, and support informed decision-making
- Process optimisation and quality management to ensure efficiency, control, and operational excellence
- Data security and compliance as a foundation of trust and brand protection
- Expert, committed human teams capable of embodying the brand promise across all markets
Our solutions adapt to each brand’s specific challenges: rapid growth, international expansion, peak activity management, or continuous CX improvement.
Why fast-growing retail & e-commerce brands choose to outsource
Instead of continuously increasing permanent headcount — and absorbing the hidden costs of recruitment, onboarding, training, attrition, and management — fast-growing brands move to a more predictable operating model built around a dedicated outsourced team. This approach keeps service levels high while preventing the cost base from growing disproportionately with volume.
Retail and e-commerce growth is rarely linear. Campaigns, product launches, and seasonal peaks can drive sudden and significant volume surges. BE YS OS is designed to scale capacity quickly during high-activity periods and to reduce it in a structured, controlled way once demand stabilises — without disrupting ongoing operations.
Customers shop and contact brands around the clock, across multiple time zones. BE YS OS operates 24/7, 365 days per year, ensuring continuity and responsiveness without forcing brands to build complex, costly internal shift models or overburden their core teams.
International expansion increases complexity almost overnight. BE YS OS supports more than 20 languages, covering both European and Asian markets, enabling brands to deliver consistent customer experience across regions without multiplying internal teams.
Customer service no longer happens on a single channel. BE YS OS supports voice, email (including contact forms), live chat, and social messaging, allowing customers to move seamlessly between channels while preserving context and continuity.
Speed directly impacts revenue. Faster responses reduce cart abandonment, customer frustration, and escalation rates. A dedicated team, supported by structured workflows, intelligent routing, and disciplined queue management, keeps volumes under control — especially during traffic peaks.
Returns combine operational cost sensitivity with strong customer emotions. BE YS OS manages exchanges, refunds, and follow-ups through clearly defined workflows, reducing rework, minimising confusion, and maintaining resolution quality even under peak pressure.
“Where is my order?” volumes can increase rapidly during peak periods. BE YS OS handles tracking enquiries, delivery monitoring, and exception management, keeping customers informed while reducing strain on fulfilment and logistics teams.
Consistency is critical at scale. BE YS OS delivers customer interactions through templates, Standard Operating Procedures (SOPs), quality assurance frameworks, and clear escalation rules — ensuring alignment with brand tone, policies, and customer promises regardless of volume fluctuations.
More reports do not equal better control. BE YS OS provides real-time supervision, dashboards, and actionable performance indicators that support SLA management, backlog health monitoring, and quality control — beyond simple ticket throughput metrics.
Retail CX is both fragile and reputation-sensitive. BE YS OS supports service quality through ISO 9001 certification (AFNOR) and applies ISO 2859 sampling standards, enabling auditability, consistency, and continuous improvement.
Customer data requires strict protection. BE YS OS aligns delivery with GDPR requirements and offers secure hosting options, including Health Data Hosting (HDS) environments and sovereign hosting, for compliant and controlled operations.
Recruitment and onboarding are time-consuming and costly. Outsourcing removes this friction, stabilises delivery more quickly, limits repeated training cycles, and reduces service disruption caused by attrition.
Absences, turnover, sudden volume spikes, or unexpected incidents should not compromise customer experience. BE YS OS provides structured delivery models and coverage capacity so performance does not depend on a small number of key individuals.
Beyond operational execution, BE YS OS invests in R&D and continuous improvement through data-driven reporting and analysis. It also offers AI data annotation and labelling capabilities to support machine-learning initiatives and increasingly intelligent automation over time.
CX and operational services you can outsource with Be Ys OS
Customer Support (multilingual, multichannel)
• After-sales: order questions, shipment tracking, delivery follow-up, claims and complaints handling
• Returns, exchanges and refunds: request intake, follow-up actions, status communication
• Email and contact form handling
• Live chat and social messaging support
• Sales assistance
Back-office operations
• Order management (modifications and cancellations)
• Invoicing assistance and reconciliation support
• Coordination with fulfilment partners, Third-Party Logistics (3PL) and internal teams
Content & data (catalogue performance)
• Product catalogue administration and content enrichment
• Attribute and variant quality checks (QA) with cross-channel alignment
Fraud & payments support (workflow-based)
Analytics & reporting
• Live supervision and operational activity monitoring
• Reporting dashboards (daily, weekly, monthly, quarterly, yearly)
• Performance metrics and activity summaries
• Analysis of ticket drivers, return causes and deflection opportunities
Information Technology (IT) & automation support
• Workflow optimisation, routing logic, tagging structures and macros
• Helpdesk-style technical support options
• Support focused on efficiency gains and reduction of incident-related costs
Optional growth support
• Lead generation through outbound calling and prospecting initiatives
• Surveys and polls via outbound calls or email campaigns to measure customer satisfaction
Why choose Be Ys OS
• Reduce operational workload by 30–50% (CX + order and back-office handling)
• Improve response times and customer satisfaction
• Absorb seasonal peaks without internal hiring or training cycles
• Free internal teams to focus on sales, product, and growth
Contact us
If your retail or e-commerce business is scaling fast, but customer service, order management, and back-office operations are becoming harder to sustain without rising costs, we should talk. We will map your channels, languages, peak periods, and key ticket drivers, then propose a dedicated team setup aligned with your seasonality and service targets.
