Ecommerce Customer Service Outsourcing: Best Practices and The Process

Ecommerce Customer Service Outsourcing: Best Practices and The Process

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Why should your company outsource customer service? It’s time to face this question head-on, especially since ecommerce companies experience rapid growth and require greater resources.

Let’s look at best practices and process of ecommerce Customer Service outsourcing.

It’s difficult to build a solid and devoted client base. Ecommerce firms aren’t only successful because of their excellent products but also because they take the time to personalize their coveted customer interactions.

Handwritten thank you notes, special deals, and consistently compassionate consumer service have been observed to please clients and encourage them to return for more.

So it’s no surprise that business owners are hesitant about outsourcing customer service (and there are advantages and disadvantages to everything). However, it isn’t easy to maintain this level of high-touch customer care as your company expands.

What is ecommerce customer service outsourcing?

Ecommerce customer service outsourcing entails utilizing a third-party service to handle a company’s online shop inquiries and interactions with consumers. Email, social media, instant messaging/live chat, and phone are typical inbound communication channels for technical and marketing-related discussions.

Many ecommerce and retail enterprises currently employ this type of outsourcing to save money, increase income, minimize workloads, and create customer “superfans.”

Through a contact center or call center, which maintains agents trained to deal with incoming calls, Customer Service (CS) for retailers and e-commerce may be assigned.

Taking care of consumers is the most critical aspect of every e-commerce venture since customers rely on it for requests, complaints, and before purchasing! Companies may function more effectively when they have dependable customer relationship management assistance.

In a crowded market, one of the simplest methods to set yourself apart from the competition is to make your consumers delighted.

When do you need to outsource e-commerce Customer Service?

Choosing to outsource Technical Support or Social Media Customer Service for your business is a personal decision that depends on the demands and capabilities of each firm. These are 9 scenarios in which outsourcing might be a good idea:

1. You are a startup

Your firm is a startup that is already operational. You have a small team and want to focus on the core market activities rather than spending time and money on your CS operation.

For the time being, adopting a working business model to handle this duty may be helpful. Consider using a contract system to manage your contact us page and phone inquiries.

Networks and languages are two important elements to consider when creating an e-commerce Customer Care experience.

If you have customers from several countries or utilize a variety of networks, outsourcing customer service to reduce language obstacles, increase income, and minimize client abandonment is a good idea.

2. You want a multi-language Customer Support

Your client base could be distributed all around the world. If you want to provide an exceptional Customer Experience (CX), you’ll need agents who can communicate in your client’s native language.

It’s only natural to collaborate with a firm that can enlist multilingually, multinational members if you get inquiries in various languages with a narrow split of each. These joint teams operate on many projects simultaneously 24 hours a day, 7 days a week, resulting in lower project costs that are passed on to you as a client.

Furthermore, using a collaborative team allows you to cover a wide range of languages and time zones at the same price as hiring a single in-house agent.

Ecommerce customer service outsourcing: best practices and the process

3. You need a multi-channel Customer Support

Each platform is regarded as a separate field. Live chat, for example, is quite different from phone conversations or text messaging.

Every channel has its requirements and infrastructure. Suppose you want to add a new platform to your company’s omnichannel customer service offering. In that case, it’s best to hire an experienced agency with this new channel and have first-class specialists and digital tools.

4. You need professional experts

When you work with a trustworthy partner with a lot of expertise in recruiting agents and managing client success, you can trust that they know what to look for in each new applicant.

E-commerce firms may establish their in-house Support Center with all rights reserved service, but most opt to hire professional partners to handle this support operation.

Why? Because this basic structure has several benefits. Let’s look at 5 more of these benefits in further detail.

1. Have a better brand image

A company with consistent, high-quality Customer Care / Support and resources can build solid consumer loyalty. It will safeguard the company’s reputation by limiting any negative publicity resulting from poor customer service experience, such as delayed responses.

2. Improve customer satisfaction

Outsourcing firms can enhance your company’s support and Customer Relationship Management skills, raising the brand’s reputation and commitment to client happiness.

If you’re seen as a firm that values client happiness, you’ll be able to thrive and gain more good customer feedback, which essentially acts as free peer-to-peer advertising. It will also aid in improving KPIs like Net Promoter Score (NPS) and customer effort score (CES), which measure consumer satisfaction.

See more» Top 15 Customer Success Metrics to measure your business’ Customer Support 

3. Gain higher profit

Outsourcing also improves the earnings and effectiveness of your company. You can invest your time in other core tasks that contribute value to your business.

Outsourcing firms are well-experienced and trained, with an excellent track record. They will provide services that will increase revenue while lowering spending immediately.

Hiring a firm that focuses on client support is the most efficient way to ensure high levels of efficiency while allowing you more time and energy to focus on increasing market share.

Ecommerce customer service outsourcing: best practices and the process

4. Save costs

Subcontracting customer support responsibilities may save you money. You can devote your time to other financial aspects of your business that will be more lucrative while subcontracting customer support functions. Having a good customer care program may help a firm’s bottom line.

Other business processes like recruitment, engineering, sales, marketing, promotions, order fulfilment, web analytics, SEO, information technology, and industrial production may be outsourced to save even more money and produce a better return on investment (ROI).

5. Reach out to international customers

When selling your products and services to foreign countries, the most effective option is to outsource customer support. Because you’ve assigned your client support to the area with the identified demographic, there are no problems with working across time zones.

For example, if you wish to target your goods and services toward persons in Asia, you might consider Call Center Services outsourcing from Vietnam BPO Companies like Innovature BPO. Responding quickly to client queries in real-time and having instant access to customer care agents can maintain customers’ satisfaction.

Your customer inquiry volume is growing

In general, CEOs and their staffs frequently take on customer contact, email, and chat volume themselves to save money, give a personalized customer experience, or learn from the conversation to help drive sales. This method is scrappy yet unsustainable.

When the number of clients on your e-commerce website grows, your staff’s duties get more complicated and increasingly distributed across departments and locations. Use team meetings to keep in touch as more consumers flood your e-commerce site. When customer inquiry volume gets in the way of expanding the business, it’s time to examine outsourcing.

You want to increase your competitive edge

Customers nowadays want a 24/7/365 on-demand shopping experience. 58% of customers buy online rather than in-store because they wish to shop anytime or at night.

Customer support from a third-party business may be accessible via email and the telephone during regular business hours for basic inquiries such as size, delivery, and returns.

This can help boost customer satisfaction, get an edge over your competition, and turn those late-night inquiries into sales without sacrificing sleep.

You want to enjoy your holidays

The holidays are a gold mine for e-commerce firms. There’s a no better moment to hire an outsourced customer support staff than during the buildup to Black Friday, Small Business Saturday, Cyber Monday, Hanukkah, Christmas, and so on.

You have big customer traffic after the holidays

When business e-commerce traffic is at an all-time high, it doesn’t simply blow out like New Year’s confetti. January may be a tough month for a small firm.

Customers may want to return a gift they’ve received or given, which necessitates a lot of time on the part of your staff and might stifle your business goals for Q1. Forget about selling a self-improvement item that fits everyone’s New Year’s resolutions if your company sells such a thing.

You are expanding your business

Outsourcing may be your solution if you’re having trouble growing your company because of how long it takes to respond to clients.

Best practices to outsource ecommerce customer service

We recommend 7 following steps to avoid wasting time and money if you’ve decided your online business may benefit from an external customer care team.

1. Define what you need from a customer service team

Before outsourcing your customer service, take some time to think about it. Consider the excellent customer support team. What does it look like? How many members should it have?

It’s essential to figure out what you want from an outsourced solution before diving into the details. Make everything clear when defining your requirements. This step will assist you in identifying the best candidate when you meet them by allowing you to filter through the alternatives.

Consider how you’d like things to be now and in the future:

  • Domestic or foreign?
  • Phone service?
  • Chat?
  • Email handling?
  • How many days per week?
  • You need a complete solution or a single team member?
  • What tasks do you need to be done?
  • My budget?
  • Do they share my customer service philosophy?
  • How many hours/week are needed?
  • How many agents are needed?
  • Can this solution scale up and down easily?
  • What will I need if my business grows?

Besides, The cost of customer service that is based in the United States or the United Kingdom will most likely be higher. However, English language proficiency will almost certainly be optimal.

Regardless of your team’s nationalities, they should be fluent in the main language/s they’ll need to support your company.

2. Look for ecommerce customer service outsourcing

Outsourcing organizations that link small and medium-sized businesses with freelancers and customer service virtual assistants (VAs) have become essential partners for business owners looking for qualified assistance in a wide range of activities.

Ask for referrals from other sellers who have previously outsourced parts of their operation.

Ecommerce customer service outsourcing: best practices and the process

3. Manage your new team

A superb team is the sum of its parts, which means it’s built on the foundation of an exceptional leader. Don’t expect your team to immediately comprehend how to collaborate and be excellent.

Provide numerous instances of excellent customer service. Setting an objective goal (e.g., an average response time of less than 24 hours) can help your team stay on track.

4. Choose a flexible provider

Customer care flexibility entails being able to react to changing circumstances. Customers have different expectations, and adaptability implies being able to handle the intricacies of each unique customer encounter in an effective manner.

When looking for a supplier for an Ecommerce usage scenario, be sure you find one that can assist you in developing strong customer relationships by improving all aspects of CX.

Choose a firm that provides a wide range of technology integrations and can manage everything from phone support to computer application software to CS analytics. Quick and adaptable vendors enable businesses to respond to changing consumer needs and expand as necessary quickly.

5. No lock periods

Lock periods are a sign of inflexibility. If a contact center still uses 30- and 90-day lock intervals, it ignores one of today’s CX challenges: predicting volume. Flexibility is the most critical factor now.

A support system that uses lock periods is likely inflexible in other aspects. Exercise extreme caution and double-check that your vendor is up to speed on ecommerce CX trends.

6. Understand your provider’s training and hiring practices

In any sector, excellent client service is a competitive advantage. It’s a crucial part of the game of consumer satisfaction and retention.

Consider this scenario. Which option would make a customer happier and more likely to stay on the line for longer: a standard email response or a well-researched and tailored response from a support team that genuinely cares about their success? Without a doubt, it’s the latter.

Proper and competent training of your support staff is just as important (if not more) than that of your marketing or sales teams. Contact center services keep your customers returning for more and encourage feedback and word-of-mouth recommendations. When hiring a contact center, it’s critical to choose carefully.

7. Set up chatbots

You may reduce the amount of human labor required by using AI chatbots to handle common inquiries. Some outsourcing firms provide these types of chatbots.

Innovature BPO’s e-commerce Customer Services

Innovature BPO’s Customer Services team is a group of experienced professionals in the industry, with the sole goal of providing clients with a top-notch service. We successfully assist our clients in need by addressing their difficulties and swiftly and efficiently handle them. We work with customers to satisfy high demands and develop global footprints effectively.


Running an ecommerce store is a difficult task. It necessitates the development of a fantastic product, focusing on a certain market, creating an inbound marketing strategy, determining the most delicate delivery and shipping options, delivering excellent customer care, and maintaining inventory. There are numerous more!

Are you sure you have adequate time to handle the client side of things independently? Or would a hand-holding partner help you relieve some of the burdens?

Are you eager to outsource your ecommerce customer service and go all the way? Are you interested in learning how to make your CS team into a revenue-generating force by boosting client satisfaction, repeat purchases, and conversational commerce?

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