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Did you know that 86% of customers are willing to pay more for a better experience (1) and 89% of consumers have stopped shopping at online stores after experiencing poor customer service? (2) Since acquiring a new customer costs 7X more as compared to retaining an old customer, providing a positive customer experience has become key to the sales growth for e-commerce businesses. However, for every e-commerce business owner, managing customer service on their own can be challenging. This has led to the rise of e-commerce customer service outsourcing significantly.

If you’re a proud owner of a thriving e-commerce business and wondering how to manage your customer service more effectively, this blog is just the right thing for you. Here, we will discuss what are the benefits of outsourcing your customer service, what are the best practices, and how to choose the perfect agency for your company. So let’s start from the basics.


The Strategic Advantage of Outsourcing Customer Service

Outsourcing customer service is not merely a trend anymore. It offers a myriad of advantages for e-commerce businesses. Let’s have a look at some of the most important benefits here:

Cost Efficiency: E-commerce customer service outsourcing offers significant cost-saving opportunities. By joining hands with a third-party provider, companies can avoid their overhead costs for hiring and training an internal team, investments in the infrastructure, and management of daily operations. Instead, they can maximize their outsourcing cost efficiency by choosing from flexible pricing options.

Focus on Core Competencies: When e-commerce companies outsource their customer service, they can shift their focus to core competencies like product development, marketing, and expansion.


Scalability E-commerce businesses often experience major fluctuations in customer inquiries and support demands. This happens especially during peak seasons or promotional events. With outsourcing, they get the flexibility to scale up or down quickly in response to changing needs. This ensures that their customer service levels remain consistent and responsive regardless of the workload.

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How to Select the Right E-Commerce Outsourcing Companies

Several criteria should be taken into consideration before choosing an e-commerce outsourcing company. These criteria include expertise, efficiency, market compatibility, technological know-how, reputation, and scalability. E-commerce businesses should evaluate all of these criteria to ensure a seamless service.


Due Diligence Practices

Before finalizing any long-term contract, e-commerce companies should conduct due diligence to thoroughly test potential partners. They can do it by background checks, client feedback collection, and beta testing to learn about the capabilities of the provider.

Best Practices in E-commerce Customer Service Outsourcing

In today’s competitive market, mastering customer service best practices can give you an extra edge. Let’s have a look at some of the best practices available in the industry:

Integration of Communication Channels

Setting up an omnichannel communication is very important for a holistic customer experience. So e-commerce businesses should put more focus on interacting with their customers through emails, live chats, phone calls, and social media. Maintaining consistency across various channels may ensure enhanced accessibility and convenience for their customers, leading to heightened satisfaction and loyalty from them.

Quality Assurance Standards

To maintain high-quality standards, e-commerce businesses should establish clear benchmarks and conduct regular audits. This way, businesses can ensure that the outsourced company is delivering superior support constantly.

Overcoming Common Challenges

Language Barriers and Cultural Differences E-commerce businesses should conduct regular training sessions on product features, new service offerings, and any special customer handling techniques that the company wants to pursue.

Security Concerns Privacy and security have the utmost importance in the e-commerce business. So the company should implement strict data protection policies and ensure compliance with rules and regulations.

Monitoring Performance Regular performance monitoring is essential to measure the effectiveness of outsourced operations. Monitoring tools and analytics platforms can be very helpful for this.

Future Trends in E-Commerce Outsourcing The increasing reliance on AI and automation tools is indicating a massive reshaping of the e-commerce industry. These, adjoined with remote work and digital collaboration tools, are enabling businesses to benefit from talents around the world. Technology and skilled people are joining hands together to make things better and more competitive in the digital marketplace.


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When e-commerce businesses delegate their customer service tasks to e-commerce outsourcing companies, it helps them save money and shift their focus to more important things for achieving growth. By selecting the right partner and following good practices, businesses can ensure their customers get the best services each time. Want to know more about how an agency can boost your e-commerce sales? Contact us today to talk to one of our experts. You can also send us your thoughts on the effectiveness of e-commerce customer service outsourcing and share your experience. Let’s make customers happy together!





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