Customer Support built for eMAG
Friendly, fast customer support across marketplace messages, email, live chat and phone. On eMAG, our customer service & crm specialists adapt the work to how the marketplace operates — its rules, search, customers and fees — so your account performs. The leading marketplace in South-Eastern Europe.
- Fulfilment by eMAG
- Local-language listings
- Fast-growing region
- Electronics and home strength
What’s included for eMAG
Delivered by our customer service & crm team, tailored to eMAG.
Inbox and message handling
Live chat cover
Phone support (optional)
Macros and knowledge base
Escalation rules
Weekly support report
How it works
How we deliver customer support on eMAG
- 01 Onboard
Learn your products, policies and tone of voice; build macros and FAQs.
- 02 Respond
Agreed response times across email, chat, messages and phone.
- 03 Resolve
Returns, claims and disputes handled within policy and logged.
- 04 Improve
Monthly insight report on contact reasons, sentiment and product issues.
Pricing
Customer Support for eMAG — pricing
Starter
Up to 300 tickets / month, weekdays
£299
per month · excl. VAT
- Inbox and message handling
- Live chat cover
- Phone support (optional)
- 12h response target
Growth
Up to 800 tickets / month, 6 days
£649
per month · excl. VAT
- Inbox and message handling
- Live chat cover
- Phone support (optional)
- Macros and knowledge base
- Escalation rules
- 8h response target
Enterprise
Up to 2,000 tickets / month, 7 days
£1,295
per month · excl. VAT
- Inbox and message handling
- Live chat cover
- Phone support (optional)
- Macros and knowledge base
- Escalation rules
- Weekly support report
- 4h response target + phone
Additional tickets above allowance: £1.50 each. All prices are in GBP and exclude VAT at 20%.
Need something different? Ask for a custom quoteFrequently asked questions
Our standard target is a first response within 12 hours on marketplace messages, with faster options and weekend cover on higher tiers.
Yes. Agents use your brand voice and email signatures, following an agreed playbook and escalation rules.
We work inside your existing tool (for example eDesk, Gorgias, Zendesk or Freshdesk) or set one up for you.
We never manipulate reviews. We request removal only where reviews break the channel’s policies, and focus on fixing the causes and earning genuine positive feedback.
Plans start from £299/mo (excl. VAT): Starter £299 per month, Growth £649 per month, Enterprise £1,295 per month. Custom quotes are available for larger catalogues and multiple channels.