Business Process Outsourcing

Retail BPO: Customer Service and Sales for B2B, B2C and D2C Operations

BCR.CX is a retail BPO company specialized in customer service and sales for B2B, B2C and D2C operations. We combine a dedicated team, artificial intelligence and direct integration with ecommerce, marketplace and logistics to resolve service on first contact — lowering cost per contact and improving SLA, CSAT and First Contact Resolution (FCR).

From click to delivery, we connect the systems that already run your operation — VTEX, Magento, Shopify, Correios, Intelipost, Magalu, Mercado Livre, Amazon, Cnova, Shopee and Reclame Aqui — to serve customers with real order context and produce complete reports on how the operation is performing within the company’s SLAs, from sale to delivery.

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Companies that trust BCR.CX
LacosteMagaluMadeiraMadeiraPandoraBauducco
Retail BPO: Customer Service and Sales for B2B, B2C and D2C Operations
Business Process Outsourcing
Services

Retail BPO Services

We work with a focus on resolution: fewer repeat contacts, shorter cycles and a team sized to the operation’s real volume — without losing SLA, CSAT or FCR.

Customer Service BPO

A dedicated multichannel service team, sized for retail seasonality and trained on your brand’s standards.

Sales BPO

A commercial team for conversion, upsell and sales recovery, with targets and a dedicated playbook per channel.

Proactive WhatsApp messaging

Automatic order status updates, sent before the customer needs to ask.

WhatsApp AI

AI agents that respond and resolve on the channel where the customer already is, escalating to a human only when needed.

AI Chat

AI chat support on the website and apps, with order and customer history context.

AI IVR

A conversational IVR that understands the intent of the call and routes or resolves it without a queue.

Highlights

Advantages that make a difference

B2B Retail BPO

Service and support for resellers, distributors and corporate accounts, with contractual SLAs and a dedicated team per account. Ideal for manufacturers and brands that sell through channels and commercial partners.

B2C Retail BPO

High-volume service and sales for the end consumer, focused on first-interaction resolution and a consistent experience across every channel — from phone to WhatsApp. Built for operations with large contact volume and seasonality.

D2C Retail BPO

Support for direct-to-consumer sales, combining service, post-sale and cart recovery to maximize the revenue of the brand’s own channel, without relying solely on the marketplace.

Connected operation

Integration with ecommerce, marketplace and logistics

Retail service only works well when it knows the order. We integrate the BPO directly with ecommerce (VTEX, Magento, Shopify), with the marketplace via the Conciex Channels connector (Magalu, Mercado Livre, Amazon, Cnova, Shopee), with logistics (Correios, Intelipost) and with Reclame Aqui. The agent — human or AI — already sees order status, payment and delivery stage at the moment of contact, and all of it becomes a single operation report, from sale to delivery.

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Integration with ecommerce, marketplace and logistics
Operation reports

A 360º view from sale to delivery

We cross-reference ecommerce, payment, logistics and service data into a single report that shows exactly how the operation is performing within the company’s SLAs — from click to the customer’s door. This end-to-end view is what lets you act before a problem turns into a complaint: stock shortages, logistics delays or seasonal peaks show up in the report before they reach Reclame Aqui.

Retail BPO cases
Cases

Retail BPO cases

More tickets handled without growing the agent headcount, through process standardization and the use of AI to gain efficiency.

Over 80% resolution rate and over 85% CSAT on one of the largest marketplaces in Brazil.

An AI-powered marketplace connector, with better service and the scalability to keep up with sales growth across multiple platforms.

Physical and online store service in a single BPO, with scale gains and a 360º view of the consumer journey.

Product sales and high-volume human service during seasonal peaks, with a lean team and no loss of quality.

Recognizing Successful Work

Our cases

AdobeTechnology / Software

How Adobe's retention and sales flow became a global reference

In 3 months of operation, BCR.CX beat historical retention and sales records — and the model was rolled out globally within Adobe.

3 monthsto beat historical retention and sales records
ZendeskAmazon ConnectConciex
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Adobe case hexagon
VolvoAutomotive industry

How Volvo Trucks centralized a new sales channel on Zendesk

Truck drivers, dealers and internal sales teams in a single operation — targeting a 40x greater result and expansion into new countries.

40xprojected result, expanding the model to new countries
Amazon ConnectZendesk SuiteApp VTEXApp do Reclame Aqui
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Volvo case hexagon
PandoraRetail / Beauty and accessories

How Pandora kept customer satisfaction high at Black Friday's peak

BCR.CX took over Pandora's customer service during the Black Friday sales surge and unified voice, e-mail, chat, physical stores, telesales, Reclame Aqui, social media and internal departments into one experience.

Black Fridaywith customer satisfaction held at peak demand
Amazon ConnectZendesk SuiteApp VTEXApp do Reclame Aqui
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Pandora case hexagon
BauduccoRetail · Food

The impact of Artificial Intelligence on customer service

In 2025, AI transformed Bauducco’s support: more automation, faster resolution and high satisfaction even during the December peak.

<17%Reduction in AHT, with half of WhatsApp conversations automated
ConciexZendesk AI Agent
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Bauducco case hexagon
MotivaMobility · Concessions

Highway and rail customer service scaled with AI

We scaled operations with high daily conversation volume using AI chatbots with their own identity per operation, continuously evolving flows, knowledge base and automations.

~80%Of volume concentrated in the main flows
Zendesk AI AgentConciexZendesk SuiteCopilot
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Motiva case hexagon
DassRetail · Footwear & Sports

After-sales for three brands scaled with AI bots

We scaled after-sales for three brands with a high volume of transactional queries, using AI bots integrated with VTEX, each with its own identity and able to run end-to-end processes.

67%Of resolutions automated, with no handoff to humans
ConciexZendesk AI AgentsAmazon ConnectApp VTEX
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Dass case hexagon
AsaasFintech

Less AHT, without giving up experience

We reduced average handling time by centralizing context, replies, tasks and internal systems on a single screen to speed up service.

96%Agent approval of Copilot Auto Assist
Amazon ConnectZendeskConciex
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Asaas case hexagon
VulcabrasRetail · Footwear & Sports

AI in Vulcabras’s omnichannel service

Group brands on a single Zendesk Suite instance, integrating Help Center, WhatsApp, ChatBot and Copilot.

+53,5%CSAT for the year: from 44.9% to 68.98%, a gain sustained for months
ConciexZendesk AI Agent
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Vulcabras case hexagon
HavaianasRetail · Footwear

A successful solution with Zendesk

AI chatbot, real-time order tracking and human support in a unified channel for Havaianas’s e-commerce.

+30kConversations handled since go-live (Feb/2026)
Zendesk AI Agent
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Havaianas case hexagon
CantuIndustry · Tires

Service agility that strengthens the brand

Agile service and fast resolution of demands reduced friction and strengthened customer trust in Cantu.

77,57NPS
Zendesk AI Agent
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Cantu case hexagon
DecathlonHR · Sports retail

The HR operation redesigned from scratch

By implementing Zendesk in partnership with BCR.CX, we scaled employee support with more quality and agility.

From scratchHR operation redesigned to be more scalable and human for employees
Zendesk Employee Services
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Decathlon case hexagon
Why BCR.CX

Why choose BCR.CX for your retail BPO

Team and process designed by sales model (B2B, B2C and D2C), not generic service.

AI applied where it cuts cost and response time: WhatsApp, chat and IVR.

Real integration with the retail ecosystem — ecommerce, marketplace, logistics and reputation.

A single end-to-end operation report, within the company’s SLAs.

A proven track record with brands like Lacoste, Magalu, MadeiraMadeira, Pandora and Bauducco.

FAQ

Frequently asked questions

It is the outsourcing of retail customer service and/or sales to a specialized partner that sets up the team, the process and the technology — including AI and integrations with ecommerce, marketplace and logistics — to serve the end customer efficiently and within the SLA defined by the company.

In B2B, service is for resellers, distributors and corporate accounts, with a contractual SLA. In B2C, the focus is the high-volume end consumer, with fast resolution. In D2C, the brand sells directly to the consumer through its own channel, combining service, post-sale and cart recovery.

We integrate with VTEX, Magento and Shopify in ecommerce; and, via the Conciex Channels connector, with Magalu, Mercado Livre, Amazon, Cnova and Shopee in the marketplace. We also integrate with carriers such as Correios and Intelipost, and with Reclame Aqui.

We use AI on WhatsApp, in the website/app chat and in the IVR to resolve what is repetitive (order status, delivery questions, exchanges) without a queue, escalating to a human agent only when the case requires it.

We cross-reference sales, payment, logistics and service data to show, in a single report, how the operation is performing against the company’s SLAs — from sale to delivery.

Yes. Cases like Bauducco’s show high-volume service during seasonal peaks with a lean team, sized on demand.

Business Process Outsourcing

Ready to raise the bar for your retail operation?

Talk to the BCR.CX team and see how to connect service, sales and data into a single operation.

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