Ecommerce Support & AI Automation

Dedicated Support Pods for High-Volume Ecommerce Brands

Ravel Groups runs your customer support, dispute handling and helpdesk operations end-to-end — staffed by a dedicated pod, not a shared queue, and backed by AI automation, all held to a strict 2–6 hour SLA.

Book a Free ConsultationAbout Us
2–6h
Response SLA
0
Operating Since
0
Support Agents
2–6h
SLA Commitment
0
Dedicated Pods
Who We Are

An outsourcing partner built specifically for ecommerce support

Ravel Groups (operating entity: Ravel Virtual Assistants Private Limited) provides customer support outsourcing for high-volume ecommerce brands — across Shopify, WooCommerce, and every other major ecommerce platform. We manage email, live chat, social DMs, refunds and dispute handling, so scaling brands can eliminate backlogs and reduce chargebacks without expanding an in-house team.

Beyond day-to-day support, we handle full setup of the tools you run on — Gorgias, Zendesk, and other helpdesk platforms — along with AI automation setup, covering everything an ecommerce brand needs to go from zero to a fully scaled, top-level support operation.

Every client is assigned a dedicated support pod — agents who learn the brand's tone, policies and product line, rather than a rotating shared desk. That's the structural difference behind our SLA commitment.

  • Legal EntityRavel Virtual Assistants Pvt. Ltd.
  • Incorporated2018
  • Registered OfficeNew Delhi, India
  • Also Registered InMaharajganj, Uttar Pradesh (GST)
  • DirectorsAzaruddin, Shahina Rani
  • FocusEcommerce support — Shopify, WooCommerce & more
  • Also OfferingHelpdesk setup & AI automation
Services

What we handle for you

A full support stack, broken into services you can take individually or as a bundled pod.

01

Customer Support Management

Email, live chat and social DM coverage across your storefront's channels, run by agents dedicated to your brand.

02

Dispute & Chargeback Handling

Proactive response to disputes and chargebacks, with documentation prepared to protect win rates.

03

Refund & Order Resolution

Refunds, replacements and order-issue resolution handled inside your existing policies and tools.

04

Helpdesk Setup & Configuration

Helpdesk platform setup, macros, tagging and routing rules configured before ticket volume arrives.

05

Onboarding & Knowledge Transfer

Structured onboarding that captures your policies, tone and product knowledge into a working playbook.

06

Peak-Season Scaling

Additional pod capacity brought in ahead of sales spikes and seasonal peaks, then scaled back down.

07

AI Automation

AI-assisted ticket triage, response drafting and workflow automation layered on top of your pod to cut response times further.

08

Reporting & Insights

Regular reporting on response times, resolution rates and ticket trends, so support performance stays visible.

Need something that's not on this list?

Every ecommerce brand runs a little differently. Tell us what you need help with and we'll come back with a plan built around it — or message us on WhatsApp for a faster reply.

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How We Work

From first call to live coverage

01

Discovery & Support Audit

We review your current ticket volume, channels and pain points, and map what a dedicated pod needs to cover.

02

Pod Assembly & Playbook

Agents are assigned to your brand and trained on your policies, tone and tools before touching a live ticket.

03

Shadow Period & Handover

A supervised handover period runs alongside your existing support, so nothing drops during the switch.

04

Live Coverage & Reporting

Full coverage under SLA, with regular reporting on response times, resolution rates and ticket trends.

Platforms We Work In

We plug into the stack you already run

No rebuild required — agents are trained across the platforms ecommerce brands already use.

ShopifyGorgiasZendeskCheckout ChampRechargeEcomflowCommSlayerGmail / Google WorkspaceMeta & Instagram DMsMeta & Instagram Pages
Who We Serve

Built for ecommerce, not general BPO work

DTC Shopify Brands
Subscription Commerce
Beauty & Wellness
High-Volume Retailers
Engagement Models

Flexible ways to work with us

Choose the billing structure that fits your business — ongoing coverage, a defined project, or fully automated recurring billing.

Most Common

Monthly Retainer

  • Ongoing dedicated support pod
  • Billed monthly, in advance
  • SLA-backed coverage across channels
  • Scales up or down with ticket volume
Pay-As-You-Go

Weekly Billing

  • Billed weekly, starting from $15/week
  • Ideal for smaller or newer stores
  • Scale up to a monthly retainer as you grow
  • No long-term commitment
Defined Scope

Project-Based

  • One-time helpdesk setup or migration
  • Backlog clearance projects
  • Fixed scope, fixed fee
  • Handover documentation included
Automated

Subscription Billing

  • Card saved securely on file
  • Auto-charged the agreed amount, on schedule
  • No manual invoicing back and forth
  • Billing changes reviewed and approved before they apply

Need a different billing setup?

We work out custom billing for the right clients — tell us what you need and we'll figure out an arrangement that works for both sides.

Let's Talk
Why Ravel Groups

The Ravel Groups advantage

A

Expert Team

Agents trained specifically on ecommerce support workflows, not generalist call-center scripts.

B

Transparent Pricing

Straightforward retainer or project pricing, agreed upfront with no hidden fees.

C

Flexible Capacity

Pods scale with your ticket volume — add capacity before a sale, scale back after.

D

Data Protection

Customer and order data handled under agreed confidentiality and access controls.

Company & Compliance

Registered, accountable, and easy to verify

Entity Type
Private Limited Company
Incorporated
2018
Registered Office
New Delhi, India
GST Location
Maharajganj, Uttar Pradesh
Results

What dedicated support pods actually deliver

Numbers from the brands we support, measured from their own helpdesk and store reports.

90%
Faster average first-response time
89%
Customer satisfaction score
97%
Disputes won since we took over documentation
100+
Brands supported since 2018

Source: client Gorgias, Zendesk, Stripe & PayPal reports, measured since Ravel Groups began managing each account

Case Studies

How we helped brands like yours

Real problems, what we changed, and what happened next. Shared with client permission.

[Beauty & Wellness · USA]

[Cleared a 900-ticket backlog in 10 days]

Problem[Backlog, slow replies, rising chargebacks]
What we did[Dedicated pod of 3, macros, tagging, escalation rules]
[Response time from 3 days to under 12 hours]
[Subscription Brand · UK]

[Reduced chargebacks with proactive replies]

Problem[...]
What we did[...]
[Result with a real number]
Ticket dashboard showing 11,205 pending tickets cleared for Erth Labs
Ecommerce Brand · Australia

Cleared 11,205 Pending Tickets & Prevented Major Disputes

ProblemA large backlog of unresolved support tickets left the brand exposed to disputes, chargebacks and customer complaints.
What we didOur dedicated pod worked through the entire backlog, resolving every pending ticket and directly addressing each customer's issue.
11,205 pending tickets cleared in under 5 days — disputes and complaints avoided.
— Jordan, Erth Labs
Proof, Not Promises

Straight from our clients' dashboards

Real helpdesk and store metrics from clients we actively support. Customer and client details are hidden or anonymized. Click any card to view it full-size.

GorgiasEcommerce Client A
Gorgias metrics: average response time and zero touch tickets
21% faster average response timePlus 77% fewer tickets auto-closed with no human involved — more issues get handled by a real agent, not a bot. Jul–Sep 2026
GorgiasEcommerce Client A
Gorgias metric: one touch ticket rate
One-touch resolution rateTickets solved in a single reply, tracked and reported for every client. Jul–Sep 2026
GorgiasEcommerce Client A
Gorgias customer satisfaction dashboard
89% customer satisfaction score4.46/5 average CSAT rating, up 1% — based on 329 post-conversation surveys sent to real customers. Jun–Sep 2026
GorgiasEcommerce Client A
Gorgias customer experience CSAT benchmark
5/5 average CSAT — beating the platform benchmarkOutperforming the average Gorgias merchant (4.51) and matching top-5% performers (4.85).
ZendeskEcommerce Client B
Zendesk support performance dashboard
Zero unsolved tickets8,194 tickets solved against 8,171 created — no backlog buildup, with 63.7% resolved in a single reply.
StripeEcommerce Client B
Stripe dashboard showing all 1,644 disputes
1,644 total disputes handledEvery dispute since we took over documentation and evidence submission for this client.
StripeEcommerce Client B
Stripe dashboard showing 1,600 won disputes
1,600 disputes won97% win rate — backed by documentation prepared and submitted by our team.
StripeEcommerce Client B
Stripe dashboard showing 44 lost disputes
Only 44 disputes lostJust 2.7% of all disputes — the outcomes we couldn't overturn.
PayPalEcommerce Client C
74%
148 of 200 decided disputes won, since we took over case documentation. (46 cases still pending, not counted.)
74% PayPal dispute win rateCalculated directly from the client's PayPal case report.
Client Voices

What store owners say about working with us

[Real client quote about response times, dispute wins or support quality.]

[Client name][Client name]
[Brand · store URL]

[Second real client quote.]

[Client name][Client name]
[Brand · store URL]

Want to see what this looks like for your store?

Get a free support audit: we review your tickets, response times and dispute handling, and tell you exactly where revenue is leaking.

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Get In Touch

Let's talk about your support queue

Tell us a bit about your store and current ticket volume, and we'll map out what a dedicated pod would look like for you.

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