Retail, E-Commerce & Marketplace
2022
Porto
A leading marketplace in France supports millions of users every day, both individuals and professionals. Its mission: to make buying, selling, renting and connecting as simple as possible. Behind that promise of simplicity, however, the operational challenges are substantial.
The platform operates across two distinct segments. On one side, B2C users who expect fast, clear and reassuring responses. On the other, professional “Import” clients whose business depends directly on the quality of the level-1 support they receive. Add to this high volumes of incoming requests, strong transaction security requirements and a constant need for content moderation.
Since 2022, this marketplace has trusted Armatis to run this operation.
On a high-traffic platform, demand is structurally unpredictable. Maintaining short response times and consistent quality requires solid organisation and teams who genuinely know the product.
Every potentially at-risk interaction must be identified, processed and tracked with rigour. This is a non-negotiable condition for maintaining user trust and protecting brand reputation.
Individual users and professional clients have different expectations. The setup must be agile enough to address both with the same level of quality.
On this type of platform, every support interaction directly engages the brand’s image. Users are loyal and demanding: the perceived quality of service is a differentiator in its own right.
Armatis manages all customer support operations, transaction handling and content moderation across three channels: phone, email and instant messaging.
Advisors trained in depth across the platform’s B2C and B2B scope, able to handle varied requests with the same fluency regardless of complexity.
Armatis co-builds tracking tools and processes with the client’s teams to improve reliability, reduce errors and increase operational efficiency over time.
Advisors work in an environment fully configured around the brand, its standards, products and expectations. This immersion ensures consistent messaging and faster skill development.
Armatis teams continuously feed a shared knowledge base with the client, capturing learnings from handled cases and driving ongoing improvement of scripts and procedures.
Daily KPI monitoring, rapid identification of friction points, real-time adjustments. Performance management is built into the operation from day one.
Team continuity is a concrete advantage. Armatis advisors assigned to this account know the product, the users and the platform’s requirements. This stability translates directly into interaction quality and faster resolution of complex requests.
Armatis does not just execute. Teams analyse, propose and adjust on an ongoing basis. Co-building tools, processes and scripts ensures measurable improvement over time, aligned with the client’s operational priorities.
When demand spikes or an unexpected situation arises, Armatis activates the necessary measures quickly. This capacity to absorb the unexpected without degrading quality or disrupting teams has become a structural element of the partnership.
This collaboration illustrates Armatis’s ability to support marketplaces and e-commerce players in building omnichannel customer support that is accessible, secure and performance-driven.
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