The Ultimate Guide to Outsourcing eCommerce Customer Service

Apr 4


Sukhdev Singh

Sukhdev Singh

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Outsourcing eCommerce customer service can transform your business by providing a seamless and delightful experience for your customers at every touchpoint. From guiding online shopping decisions to resolving post-purchase issues, customer service representatives play a crucial role in creating a positive brand image and ensuring customer loyalty. In an era where instant gratification is the norm, customer service has become a pivotal differentiator for eCommerce brands. With 59% of customers reporting higher expectations for customer support than the previous year, businesses are increasingly turning to outsourcing to meet these demands and stay competitive. Source


Outsourcing not only caters to the growing expectations but also offers opportunities to enhance customer loyalty through exceptional service experiences. This comprehensive guide delves into the intricacies of eCommerce customer service outsourcing,The Ultimate Guide to Outsourcing eCommerce Customer Service Articles providing insights into its benefits, commonly outsourced services, and tips for selecting the right service provider.

Understanding eCommerce Call Center Outsourcing

Whether you're a burgeoning enterprise or an established market player, customer service is a vital component for maintaining a competitive edge. Outsourcing your call center operations to a specialized provider can help you deliver an omnichannel customer experience, leveraging state-of-the-art technology and skilled agents. These agents are trained to handle customer issues effectively, fostering meaningful relationships and maximizing ROI through upselling and cross-selling strategies.

Outsourcing partners utilize advanced technologies and best practices to ensure swift resolution of customer inquiries, enhancing satisfaction and reducing agent workloads. eCommerce businesses often experience fluctuations in customer queries, especially during peak seasons like holidays. A flexible outsourcing partner can scale operations to meet these demands, providing consistent, high-quality service at all times.

The Spectrum of Outsourced eCommerce Customer Services

Modern consumers expect to engage with brands across various channels, including chat, email, social media, and traditional voice calls. Here are the most commonly outsourced eCommerce customer services:

Call Center Support

Call center support involves assisting customers through voice interactions. Agents must be fluent in the customer's language and possess in-depth product knowledge to provide real-time assistance.

Chat Support

Chat support offers real-time problem resolution through a website's chat interface. Parts of this service can be automated with AI and chatbots, enhancing efficiency.

Email Support

Email support, while not instantaneous, remains an effective channel for addressing customer concerns and is a staple in eCommerce customer service.

Mobile Support

Real-time text or SMS support is particularly appealing to younger demographics, such as Gen Z and millennials, during the purchasing process.

Social Media Support

With customers sharing their experiences on platforms like Facebook, Instagram, and Twitter, social media support is crucial for addressing negative feedback and maintaining a positive brand image.

A notable statistic reveals that 70% of global consumers view proactive customer service notifications positively, highlighting the importance of engaging customers through their preferred channels. Source

Advantages of Outsourcing eCommerce Customer Service

Outsourcing eCommerce customer service offers numerous benefits:

  • Focus on Core Business: It allows brands to concentrate on key operations like product delivery and supply chain management.
  • Industry-Focused Services: Outsourcing partners provide specialized skills and technology, ensuring seamless omnichannel support and meeting customer service KPIs.
  • Access to Specialized Workforce: Outsourcing grants access to a pool of experienced customer service professionals, reducing the need for extensive training.
  • 24/7 Customer Support: With online stores operating non-stop, outsourcing ensures that customer concerns are addressed at any time, preventing potential loss of business.
  • Technological Edge: Outsourcing partners are equipped with the latest tools and technologies, such as automated chatbots and knowledge management software, to meet the evolving demands of modern customers.

Selecting the Right eCommerce Call Center Outsourcing Company

Choosing the right outsourcing partner is critical. Here are some tips to guide your decision:

  • Research Their Track Record: Understand the service provider's experience with businesses similar to yours and request case studies or references.
  • Cultural Compatibility: Ensure the outsourcing company shares your work culture and values for a harmonious partnership.
  • Alignment with Business Objectives: The outsourcing provider should support your business goals and consistently meet KPIs, with contingency plans in place for any setbacks.


In today's competitive landscape, exceptional customer service is a must for any eCommerce brand. Outsourcing your customer service to a reputable company like Maxicus can provide you with a robust, 24/7 omnichannel contact center, staffed with highly-trained agents and equipped with advanced tools, ensuring all customer interactions are handled efficiently and effectively.