Automated Queue
Tickets
Help Desk & SLACentralized ticket intake, auto-triage, priority queues, and strict SLA compliance.
Order Taking Service
24/7 Revenue Capture
24/7 Inbound Order Taking & Ecommerce Support Services
Convert callers into paying customers and capture every sales opportunity with our dedicated 24/7 phone and live chat order processing teams.
Whether running direct response TV ads, catalog campaigns, or high-traffic ecommerce flash sales, our agents enter orders accurately, answer product queries, and execute smart upselling.
24/7/365 Help Desk Coverage
Multi-Tier L1 & L2 Support
Custom SLA Guarantees
Flexible Monthly Billing
Top Brands We Serve
Unified Touchpoints
Multi-Channel Order Intake
Meet your end-users and customers on their preferred platform with synchronized multi-channel coverage.
Screen Sharing
Remote
Desktop SharingSecure, one-click remote desktop access to diagnose and resolve technical issues live.
Zero Wait Time
Phone Calls
Dedicated Inbound24/7 dedicated voice desk with warm professional greetings and instant call logging.
Sub-Minute Reply
Live Chat
Real-Time SupportInstant web and in-app chat assistance delivering swift first-contact resolutions.
Your Benefits When Outsourcing Order Taking To 31West
Eliminate lost revenue, reduce cart abandonment, and scale smoothly during seasonal surges.
Reduce Helpdesk Support Cost
Reduce staffing & infrastructure cost. Lowest price guarantee!
Certified Agents, Customized Training
All reps are engineering graduates with certifications & experience.
No Contracts
No forced time-bound contracts. Discontinue anytime.
No Limit on Tickets & Calls
All our services include unmetered support traffic.
18 Years of Outstanding Support
Offering outsourced IT service desk service since 2002
Free Quality Audits
Calls, Emails, Chats are audited for highest quality standard.
99% Accuracy Guaranteed
We guarantee <1% error. Your business is in trusted hands.
Comprehensive Reporting
Monthly reports are emailed free of cost.
100% White Label
It’s all about your brand. We do the heavy lifting behind the scene.
Multi-Tier Support
Tier 1 & tier 2 support to compliment your in-house team
Bring Your Applications
helpdesk ticketing system We’re happy to use your existing helpdesk ticketing system & tools. No extra charges.
Assured IT Outcomes
We assure outcomes to meet your SLAs for FCR & TAT. Top scores for all your help desk metrics.
True 24/7/365 Customer
Holidays, PTO are covered by our backup agents free of cost. No downtime.
SLA Driven Services
All our services are governed by industry best practices & SLA.
Custom Support Plans
Need a custom plan to suit your business? Ask & we will make it happen.
100% Customer Satisfaction
95% of users give us 5-Star rating. Rated as the best IT help desk outsourcing company.
Free VM & Call Queue
Phone system with Voicemail, IVR, Call Queueing & Routing. We never miss a call.
100% Uptime via Backup Agents
Backup agents take over during breaks & leaves. 100% uptime guaranteed.
Free Call Backs Globally
We return all voicemails & missed calls. No customer is unattended.
Excellent Culture Fit
We work with users from across the globe & prioritize cultural fit.
Proven Track Record
Why Retailers & Ecommerce Brands Choose 31West
- 40% cost reduction
- No forced time-bound contracts
- 23+ years of industry experience
- 100+ dedicated support engineers
- True 24/7/365 help desk coverage
- Fixed flat monthly billing
- Predictable & measurable business outcomes
- KPI & SLA-driven service delivery
Flexible Coverage Options
Flexible Order Taking Coverage Plans
Scale agent seats up or down during holidays, product launches, or promotional spikes.
- 8
8-Hour Coverage
- 8 hours/day, Mon to Fri
- 8 hours/day, Mon to Sun
- 12
12-Hour Extended
- 12 hours/day, Mon to Fri
- 12 hours/day, Mon to Sun
- 24
24/7 Full Operations
- 24 hours/day, Mon to Fri
- 24 hours/day, Mon to Sun
- AH
After-Hours & Weekends
- After-Hours Mon to Fri
- 24 Hours on Sat & Sun
Ecommerce & CRM Platforms We Support
Our support engineers seamlessly integrate with your existing help desk and IT infrastructure.
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Guaranteed Service Levels
Order Accuracy & Speed SLAs
All our managed IT help desk services are backed by an SLA to meet your internal quality standards and client contracts.
Under 5 Rings
Phone Response Time
Under 15 Mins
Email Response Time
Under 60 Secs
Chat Response Time
Under 5 Mins
Notification Response Time
Tailored Domain Expertise
Industries Using Our Order Taking Services
Providing specialized, compliance-driven IT help desk operations across diverse market verticals.
Healthcare
Travel
Hospitality
Logistics
Ecommerce
Finance
MSPs
Small Businesses
Got Questions?
Order Taking: Frequently Asked Questions
Find clear answers to common questions about our outsourced operations, onboarding process, tools, and service level guarantees.
How do your agents process orders in our system?
How do your agents process orders in our system?
Our agents log in directly to your ecommerce storefront (Shopify, WooCommerce, Magento, BigCommerce, or custom CRM), enter customer billing/shipping details, and process secure transactions live.
Is payment card data handled securely?
Is payment card data handled securely?
Yes. We follow strict PCI-DSS security compliance guidelines. All credit card processing occurs through encrypted payment gateways, with zero local card storage.
Do your order-taking agents cross-sell or up-sell products?
Do your order-taking agents cross-sell or up-sell products?
Yes. Our agents are trained on your product catalog and promotional scripts to suggest relevant accessories, upgrades, or bundled items, increasing your average order value (AOV).
Still have questions about our services?
Our IT solutions architects are ready to assist with custom sizing, scopes, and SLA requirements.