Retail & E-Commerce

Retail & E-Commerce

Enhancing customer experience and operational efficiency for retail and e-commerce brands

We help leading and niche brands boost sales and customer success

CDM Direct provides bespoke solutions for the retail and e-commerce sector, focusing on elevating customer experiences and optimising operational processes.

Our services encompass a wide range of customer engagement activities, from pre and post-sale enquiries to comprehensive support for high-end brands like Coco Republic.

We excel in managing high-volume order processing, particularly during peak times, ensuring no sales opportunity is overlooked.


Customised solutions tailored to the unique needs of the retail and e-commerce sectors.

Personalised Customer Service
We mirror the in-store experience in pre- and after-sales service to ensure every customer receives the same level of care and personalisation.
High-Volume Order Processing
If your business experiences surges in customer interactions, especially from advertising campaigns or seasonal activities, we ensure no sales opportunity is missed.
Back up Overflow Call Handling
CDM Direct offers overflow call handling services to manage increased call volumes during peak periods, ensuring that every customer is attended to without delay.
Product Recalls
CDM Direct understands the urgency and sensitivity of product recalls, offering ready-to-go facilities to address customer concerns swiftly and efficiently.
Returns and Remediation
We work closely with brands to develop clear and consistent processes for product returns, refunds, and remediation, ensuring a seamless experience for customers.
Customer Satisfaction Surveys
Our CSAT surveys provide crucial insights into customer experience, enabling us to help our partners constantly improve services and products.
Abandoned Cart & Lead Conversion
We engage customers who have left items in their online shopping carts, helping recover lost sales and providing valuable insights into customer behaviour.
Retail Call Management
CDM Direct provides dedicated support for busy stores, ensuring every customer call and email is promptly answered, enhancing customer service and freeing up store staff.
E-Commerce Resolution Centre
We specialise in managing customer complaints and order-related queries, effectively addressing concerns like delayed or missing orders, and providing timely resolutions.

Why work with CDM Direct?

  • Efficient Call Handling: Trained professionals ensure prompt and effective call handling, enhancing customer satisfaction and reducing wait times.
  • Expert Training: The team is well-versed in the retail sector, ensuring interactions are handled appropriately and effectively.
  • Cost Efficiency: Outsourcing specific functions allows brands to achieve operational excellence while banking significant cost savings.
  • Data-Driven Insights: Using analytics, CDM Direct offers insights that can inform decision-making and enhance customer experiences.
  • Seamless Integration: CDM Direct’s solutions integrate effortlessly with existing retail systems, ensuring a unified shopping experience.
  • Compliance and Quality Assurance: A steadfast commitment to industry standards ensures services are delivered with a focus on quality and compliance.
Omnichannel, Chat & Social Media

24/7 Availability

Our 24/7 support means we're here for your customers whenever they need us, day or night. It's all about providing that constant, reliable service.

Multichannel Support

Whether it's a call, email, live chat, or a tweet, we're on it. We meet your customers where they're most comfortable, making every interaction smooth and hassle-free.

Expert Staff

Our team isn't just skilled; they're automotive whizzes. From account managers to tech support, we're up to speed from day one, ensuring no time is wasted.

Scalable Solutions

Our services grow with you. Whether it's a seasonal rush or a big launch, we adapt quickly to keep things running smoothly.

Data-Driven Insights

We're all about the numbers that matter. With our regular customer satisfaction surveys and data analysis, we help you make smart, informed choices to keep your service top-notch.

Cost Efficiency

Partnering with us means more than just great service; it's about smart savings too. We help you cut costs without cutting corners, especially important when every penny counts after the sale.

Results we have delivered

Our Case Studies

Coco Republic – outsourcing to Fiji to improve customer service

Reduce labour costs, overcome staff shortages in Australia, and embody the brand's commitment to personalised service
Read more

Danoz – high volume order processing from TV ads

Scaling up to handle large volumes of direct response calls and increase conversion rates
Read more

Scandia – outsourcing customer to improve grade of service

Reduction in customer complaints and 29% boost in grade of service
Read more

Winc – reconnect with 100s of trade customers

Reduce cost to serve and reconnect with 100+ customers in just 12 weeks
Read more

What our clients say about us

“Our collaboration with CDM Direct has been a pivotal moment for Coco Republic. The team in Fiji has seamlessly translated our showroom ethos into our after-sales service, helping us to overcome significant challenges in the Australian labour market and at the same time elevating our customer service standards. We are thrilled with the results and look forward to a long-term relationship with CDM Direct. Their contribution has been invaluable in maintaining the high level of service our customers expect from us.”

Coco Republic

Head of Customer Service

“The overall experience with CDM Direct was a great one, they were always willing to improve on our service, and they continued to surprise us with their outstanding monthly results. The operators were always trying to exceed our expectations and provide excellent results on a monthly basis and the management team understood our business and always supported our business requirements. There was nothing that was too hard for CDM. They management team are easy to deal with and made me feel very comfortable at all times.”


National Manager Consultant Support Centre