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Provide your customers with branded customer care that is tailored to mirror your brand’s values and style. Throughout our international, multilingual customer support locations, our phone, chat, and email agents are immersed in your brand to provide a seamless extension of your culture. In every customer care center, we have updated display cases of clients’ products, allowing agents to experience the products for themselves and educate shoppers. Product training can be supervised by the clients themselves or by highly qualified PFS professionals.


In addition to our U.S. based customer service solution in Dallas, Texas, international customer service is core to our offering. Support locations are based in Canada, United Kingdom and Belgium, with capabilities spanning 9 languages.

Multilingual Capabilities - Flags | PFS Customer Care Call Center


PFS’s proprietary customer care technology, iCommerce Agent, is a SaaS offering that is fully integrated with the PFS OMS. The tool is available through PFS contact centers or as a licensed tool that can be deployed within any client’s own contact center. Agents are able to place, modify and cancel orders within the tool’s interface while simultaneously accessing customer accounts and receiving step-by-step instructions, greatly reducing training time. iCommerce Agent also features a built-in escalation process and returns authorization capabilities.


Features of iCommerce Agent include:

  • Built-in escalation process
  • Returns authorization capabilities
  • Step-by-step troubleshooting tool
  • Client login for full visibility
  • Highly branded scripts
  • Customer history, including notes and contact history
  • Callback tracking and monitoring
  • Quiz mode to train agents on products and policies
  • Deployment and licensed models


Powered by Bold360 AI software, PFS’s chatbot technology offers 24/7 support for simple enquiries, reducing traffic to your more expensive contact forms such as phone, email and live chat. The chatbot clusters contact data for voice of the customer analysis that highlights customer support needs, provides insight to causes for unexpected spikes, and suggests new self-service opportunities.


To go the extra mile for our clients’ customers, we provide detailed quality control for every solution. This includes strict grading criteria and performance monitoring as well as evaluations, calibration sessions, coaching, training, attentive trend evaluation, and collaborative action and incentive plans. We train each agent to be upbeat, courteous, and professional when building rapport with customers to provide the best possible shopping experience.


Learn more about our carefully crafted offerings and extensive experience in the industry.