Are you an Ecommerce company leader? Do you also want to build a robust and loyal customer retention rate? Well, that is not an easy task, right? As a company leader, that too in the Ecommerce industry, your primary goal is not to provide a perfect product or service. But adding a personal touch to your customer relationships.
Sometimes, a handwritten thank-you note, offering special discounts, and genuine empathy build a strong customer service relationship and keep retention rates high.
In such a scenario, implementing ecommerce customer service outsourcing helps ease the burden of maintaining good customer support. I know many leaders are skeptical about outsourcing customer support, but it can help.
But in the evolving business environment, you must also ensure you select an AI-enabled business process outsourcing partner. It helps with consistency and smooth management with human intervention, of course.
As an Ecommerce leader, you must decide when to outsource ecommerce customer service.
Let’s take a look at how customer support outsourcing helps in improving Ecommerce customer
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Why Ecommerce Customer Service Outsourcing is Important?
Good, efficient customer service is key to a successful ecommerce business. Customers rely on them for product-related questions and concerns, as well as broader inquiries about the products.
Outsourcing customer support for ecommerce enables 24/7 support, with a trained team of agents handling customer queries. Overall, your CX journey improves.
Did you know that 70% of company leaders say the primary reason for outsourcing customer support is to reduce overhead costs?
Partnering with a business process outsourcing provider helps you manage the holiday rush and post-holiday backlogs. Ecommerce customer service outsourcing can include multichannel support to deliver the best customer experience. It is also imperative to choose the right type of BPO for your needs.
What are the 5 Types of Ecommerce Customer Service Outsourcing Solutions to Choose for Customer Support?
As an ecommerce industry, you can choose from a variety of customer support outsourcing options from your outsourcing provider.
1. Call Center Support for Voice Support
Call center or voice support, or phone support outsourcing, handles live customer interactions. Designated outsourced agents will speak in customers' preferred native language to improve reach and prompt resolution, enhancing customer satisfaction.
Today, call centers use AI to streamline customer support. It helps enhance efficiency and deliver a personalized experience even through AI.
2. Live Chat Support Services
Live chat outsourcing support gives instant answers on your website or app. Our agents answer product-related questions, assist with cart issues, manage returns, and escalate complex issues via email or phone, using canned responses for routine items. It also enables social media support.
In live chat, we also offer one-to-one voice/phone support services. You get a friendly presence online that helps visitors become customers. Thus, a suitable solution for ecommerce customer service outsourcing.
3. Outsourced Email Support
One of the most widely used and oldest methods is outsourced email support. It is old yet efficient. Email support keeps customers happy when they prefer writing. We respond quickly, read and act on it. We handle order questions, refunds, technical support, account changes, and follow-ups, and tag and route complex issues to the right team. Reporting is simple and regular.
This service reduces backlog and improves customer trust. It keeps conversations in one place so nothing gets missed. However, there are always pros and cons of outsourcing that you must ensure before finalizing the SLA and the type of service you need.
Also Read: The Benefits of Outsourcing Customer Support for Ecommerce
4. Mobile Support/SMS Support Outsourcing
Real-time texting or messaging is an effective way to resolve customer queries, especially when you choose ecommerce customer service outsourcing solutions. Thus, outsourcing SMS support for ecommerce helps customers to decide before making a purchase, especially for GenZs and Millennials.
SMS is used for order updates, simple support, confirmations, and resolving quick problems. Our support agents respond to incoming messages, send proactive alerts regardless of time-zones, and adhere to consent rules. Delivery and read receipts are tracked, keeping logs for audits.
Also, it is imperative for providers and ecommerce leaders to follow the golden rules of customer support and the ultimate ways to keep your customers happy. Because it positively impacts your company’s bottom line.
5. In-App Support Services
In-app support for ecommerce customer service outsourcing helps customers without requiring them to leave your product. We answer questions, guide onboarding, fix simple errors, and collect feedback inside the app.
We also gather bug reports in a clear format. In-app support reduces churn by providing users with assistance when they need it most. You get integration with your tools, customized solutions, and simple reports. This keeps users engaged and reduces churn due to confusion or friction.
What Does Ecommerce Customer Service Outsourcing Mean?
Ecommerce customer service outsourcing involves delegating day-to-day support to a trained external support team. This team handles customer call volume, emails, live chat, and order-related questions. They work as an extension of your brand, not as a third-party voice.
For growing ecommerce brands, support pressure rises fast. Orders increase. Tickets pile up. Internal teams feel stretched. Outsourcing solves this by giving you access to experienced ecommerce customer support without building everything in-house.
The work remains customized to your store policies, tone, and tools. Agents follow your scripts, SLAs, and workflows. You keep control over quality and reporting. The customer experience remains consistent across all channels, and the customer satisfaction score (CSAT score) remains at an all-time high.
Many brands also pair human agents with AI tools. Smart routing and automation reduce manual load. Human agents step in where judgment matters.
You can read more on this balance in our guide on AI customer service and AI in customer support.
How does Outsourcing Customer Support in Ecommerce Industry Help Cut Cost?
Cost control drives most outsourcing decisions. Hiring in house teams demands salaries, benefits, training time, and infrastructure. Those costs scale up fast, especially during seasonal spikes.
Outsourcing shifts fixed costs into flexible operating costs. You pay for coverage, not idle time. Teams scale up or down based on order volume. This suits small-business ecommerce owners who need control without the long-term hiring risk and enhanced CX.
Savings also come from geography. Offshore and nearshore models reduce labor costs while maintaining service quality. Each model fits different needs. As an ecommerce company leader, you must also consider when to outsource customer support and choose between offshore vs nearshore. Alternatively, you can go directly with offshore outsourcing services like BolsterBiz.
Lower cost does not mean slower service. Experienced outsourced teams maintain fast esponse times, even during sales events. Faster replies reduce refunds and chargebacks.
For a clearer view of how much you can save with outsourced ecommerce customer support, try our free outsourcing cost calculator, which provides realistic estimates.
How can BolsterBiz help with the Best Ecommerce Customer Service Outsourcing Solutions in the US
BolsterBiz customer support outsourcing focuses on startups across SaaS, logistics, and ecommerce. Our trained agents understand order flows, payment issues, shipping delays, and post-purchase follow-ups. Each support setup remains customized to your platform, audience, and growth stage.
You get trained agents, clear SLAs, and transparent reporting. We track customer experience metrics tied to revenue, not vanity numbers. Response time quality stays under constant review.
We support chat, email, voice, and hybrid AI-assisted models, all customized based on your requirements. This structure keeps customer call handling steady during peak hours. Brands in the US work with us for predictable coverage and steady performance.
You stay focused on growth. We handle support operations with discipline and care. You can start with just one agent and scale as your grow.
