Customer service & CRM

Customer Support (Email, Chat & Phone)

Expert customer support for UK sellers

Friendly, fast customer support across marketplace messages, email, live chat and phone. Response times, feedback scores and claim rates feed directly into marketplace rankings. Our trained support agents answer customers in your brand voice, resolve disputes fairly and turn happy buyers into reviews and repeat customers.

Inbox and message handling
Live chat cover
Phone support (optional)
Macros and knowledge base

Choose your marketplace or platform

Customer Support is available on 86 channels. Select one to see what’s included and how we adapt it.

Amazon UK. Customer Support for Amazon UK: The UK’s largest online marketplace, with Prime shoppers, FBA logistics and a powerful advertising platform.

View service & pricing

Customer Support that delivers measurable results

<12h

Target first response on marketplace messages

7 days

Cover available on higher tiers

100%

Conversations logged and reportable

What’s included in customer support

Scope depends on your plan — see the pricing tiers below.

Inbox and message handling

Live chat cover

Phone support (optional)

Macros and knowledge base

Escalation rules

Weekly support report

How it works

Our customer support process

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 pricing

Choose a plan or ask for a custom quote. Prices in GBP, excluding VAT.

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

Choose Starter

Available for 86 marketplaces and platforms, including:

“We feel supported by Farioxa in the everyday work of running our online brand. Their approachable team makes it easy to ask questions and discuss priorities.”

MiMi Cart

Read all 22 client reviews

Frequently 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.

Monthly tiers based on expected volume, with a per-ticket rate above your allowance. See the pricing section below.