Workforce Management for eCommerce Support | Assembled
Support ops that never go out of style
For leading e-commerce companies, great customer experiences are the foundation of brand loyalty. Get unified workforce management and AI automation that delivers empathetic, reliable support when shoppers need you most — from peak season to everyday inquiries.
Peak season prep is a breeze
Whether you're gearing up for Black Friday, back-to-school rushes, or flash sales, get forecasts that account for your unique seasonal patterns. Plan staffing for both human agents and AI capacity so you're never caught off guard.
Forecasting that handles your uniqueness
Account for promotional campaigns, product launches, or seasonal activity. Mix and match forecast models or bring your own data to get predictions that fit your reality.
AI agents for instant order support
Deploy conversational AI that connects to your e-commerce tools. Handle order status, returns, and account changes while maintaining your brand voice across all channels.
Holiday scheduling without the headaches
Automated scheduling with agent flexibility means your team can handle seasonal staffing changes without burning out. Smart guardrails ensure coverage while giving agents control.
CX that drives loyalty
Turn support interactions into brand-building moments with tools that help your agents deliver premium experiences. Every conversation strengthens customer relationships with real-time coaching and contextual suggestions.
Product knowledge at your fingertips
AI agents access inventory, product specs, and sizing guides to answer complex product questions. Copilot helps live agents with recommendations and upselling opportunities.
Coaching backed by real data
Track performance across channels with insights into response times, resolution rates, and CSAT. Identify coaching opportunities that will help move the needle.
Real-time visibility during crunch time
Monitor adherence and performance with live dashboards and Slack alerts. Make intraday adjustments when promotional traffic doesn't match your forecast.
90%
less time scheduling
“Schedule generation turns what used to be an hour-plus task every Friday into just five minutes with only a few clicks. It's done a fantastic job of streamlining everything — easily my favorite Assembled feature!"
Jeff Rybicki
CX Operations Manager, Pair Eyewear
“You need to think beyond hard metrics alone. There are people’s lives at stake here, our employees. Everything you schedule is a critical piece to what they are able to count on in their life, inside and outside of work."
Amy Coleman
Director of Customer Experience, Lulus
54%
increase in productivity
20%
reduction in escalations
“Assembled is really fast. It only takes a couple of seconds to come up with a response. And the tone is really nice, friendly, and empathetic — they’re lovely responses."
Favour Barde
Customer Experience Specialist, Honeylove
Global growth made simple
Scale globally without the operational complexity. Multi-language AI agents and time zone management help you support customers worldwide while maintaining consistent brand experience.
AI agents that speak your customers' language
Deploy conversational AI with real-time translation and multilingual fluency. Support international customers in their preferred language without hiring specialized agents.
Global workforce orchestration
Manage distributed teams across time zones with localized compliance requirements. Coordinate staffing between internal teams and international BPO partners seamlessly.
Localized customer experience at scale
Adapt your support approach to regional preferences and cultural expectations. AI agents know shopping behaviors, payment methods, and policies for each market you serve.
Global fulfillment with BPOs
Manage multiple BPO partners across different time zones and fulfillment centers. Upload capacity requirements for peak seasons, sync schedules in real-time, and validate invoices.
BPO billing that saves millions
Compare actual hours worked against what's billed with transparent reporting. Critical during peak seasons when vendor costs can spiral without proper oversight.
Coverage across all timezones
Support global customers with coordinated staffing across internal teams and external partners. See real-time coverage gaps and adjust before they impact experience.
Peak season vendor coordination
Scale BPO capacity seamlessly during Black Friday, holiday rushes, and promotional events. Coordinate requirements across multiple vendors without missing coverage gaps.
Everything you need to manage your customer support team
[AI Copilot
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[AI Chat Agent
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[Workforce Management
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Seamlessly integrated with your full tech stack
Our results speak for themselves
10%
improvement in FRT
$400k
savings
54%
increase in solves per hour
66%
reduction in average phone wait times
$500k
annual savings
Learn more about support orchestration
[Support
**From PayPal to Chewy: Matt Rinkol’s playbook for world-class workforce management** **From PayPal to Chewy: Matt Rinkol’s playbook for world-class workforce management**
Veteran WFM leader Matt Rinkol shares hard-won lessons on peak planning, tooling, and team growth from his decades at PayPal, Facebook, and Chewy.
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\ AI and Automation\ How support leaders are scaling AI without losing the human touch\ Explore more](/content/blog/how-support-leaders-are-scaling-ai-without-losing-the-human-touch/index.html)
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