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Ecommerce Customer Service Outsourcing: №2

Ecommerce Customer Service Outsourcing

Outsource ecommerce customer service to an experienced team, delivering the support your customers need while helping you achieve your business objectives.

Get in touch
Simply Contact
Award-winning online store support company.
We meet the highest security standards and comply with PCI DSS, ISO 27001, ISO 27701, and GDPR.

Award-winning ecommerce customer service

Simply Contact’s ecommerce support services deliver measurable results that improve both operational efficiency and customer satisfaction. With our expertise supporting international retail and ecommerce stores, we provide dedicated customer service teams that enhance service quality, reduce costs, and scale effortlessly to meet seasonal or global demand

12+

Years of experience

20+

Languages served

700+

Agents on board

80%+

Customer satisfaction (CSAT)

Trusted by

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Benefits of outsourcing ecommerce customer service

  1. Access to global talent

    Partnering with an experienced customer support provider grants your business access to expertise of agents who understand international retail and eсommerce operations.

  2. Cost reduction

    Outsourcing enables businesses to avoid recruitment, training, and infrastructure costs while achieving high service quality through specialized teams.

  3. Scaling support for peak seasons

    BPO partners quickly adjust team size to handle seasonal spikes, sales events, or unexpected surges without compromising response times or customer satisfaction.

  4. Flexibility across markets

    With multilingual agents and diverse market experience, outsourced teams deliver consistent support across regions, channels, and time zones.

Simply Contact's approach to customer support

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24/7 omnichannel availability

Our ecommerce call center works around the clock to provide timely assistance regardless of the channels used—phone, email, or live chat.

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Transparent pricing

We operate with full transparency, so you always know exactly what you’re paying for. No hidden fees, no surprises.

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Built-in quality control

Every project includes ongoing quality monitoring to maintain service excellence and brand consistency.

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Real-time performance monitoring

You gain full visibility into operations through live dashboards and data-driven insights for continuous improvement.

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Innovation through R&D

Our in-house R&D team continually tests, compares, and implements AI-powered solutions that enhance results for our clients.

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Ecommerce expertise

We have bold ecommerce professionals on our team, including an advisory board member who previously led customer support at Zalando and Groupon.

Testimonial

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We have cooperated with Simply Contact since 2014. From the beginning, Simply Contact has been a professional and reliable vendor. They implement specific analytics and quality management practices that ensure the highest quality of customer service. Simply Contact’s innovative and effective motivation schemes for their agents helped us achieve our sales goals.

Marina Voloshina
Head of Client Marketing
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Outsource ecommerce customer support and elevate CX

Share your ecommerce store customer service needs and have our team prepare a customized proposal.

Get in touch

Tailored ecommerce support services

Order-related support

From tracking and returns to cancellations, payments, and refund processing, we manage the full cycle of order-related inquiries quickly and accurately.

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Multilingual teams

Our ecommerce call center speaks over 20 languages to help brands connect with customers across Europe and beyond, no matter where they shop.

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Call center services

Outsource ecommerce call center with Simply Contact and have our agents efficiently manage high volumes of inbound calls, providing immediate support.

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Live chat and email coverage

Our agents handle real-time conversations across all key channels, ensuring your customers get consistent support whether they call, chat, or email.

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AI-enhanced customer service

AI customer service tools help us resolve routine questions faster, optimize agent time, and handle spikes in demand during high-traffic periods like holidays or sales.

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Back-office help

We take on essential but time-consuming tasks like updating orders, modifying account settings, or reviewing refund cases, so your team can stay focused on growth.

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Ecommerce support operations you can outsource

  • Ecommerce Customer Service Outsourcing: №18

    Order inquiries

    ✓ Pre- and post-sales assistance ✓ Shipping & tracking information ✓ Cancellations & product return management ✓ Payment & refund assistance

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    Usability concerns

    ✓ Log-in issues           ✓ Navigation support       ✓ Feature addition/removal ✓ Notification settings modifications

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    Technical troubleshooting

    ✓ Refund complications ✓ Debt collection services ✓ System setup             ✓ Managing complex requests

Handling support operations across major ecommerce platforms

We support all major ecommerce platforms, delivering WooCommerce, Magento, BigCommerce, Shopify customer service, and more. Our teams are trained to work within your existing system, ensuring smooth integration, faster onboarding, and efficient handling of customer requests without disrupting your operations.

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Security at every customer interaction

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PCI DSS

Simply Contact is certified under PCI DSS, which is proof that we follow the standard rules for securely processing credit and debit card payments. It helps protect customer payment data during every transaction.

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ISO 27701 (PIMS)

Simply Contact is certified under ISO 27701 (PIMS), the international standard for privacy information management, which demonstrates our commitment to privacy and data protection, with requirements mirroring those of GDPR compliance.

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ISO 27001

This certification confirms that Simply Contact’s services have proper measures in place for managing and protecting sensitive information. It indicates our treatment of data security in our daily work as a priority.

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HIPAA

Simply Contact is HIPAA-compliant. HIPAA is the U.S. law that sets rules for handling personal health information. This is essential for clients in healthcare, insurance, and health tech.

Success stories

METRO

Objectives

Ensure a smooth transition from in-house to outsourced contact сenter to improve quality and customer experience and make sure data is transferred quickly and reliably.

Results
98% of requests resolved within 120 seconds
95% of clients mark service quality as excellent
5 channels supported
12000 сalls handled per month
Read the full story
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METRO Cash & Carry Ukraine has been working with Simply Contact since May 2020. Currently, the Simply Contact support team handles up to 12,000 customer requests per month while providing a high level of customer satisfaction. They set up a CRM system that allows accumulating customers’ queries through multiple channels and ensures the security of clients’ data. Simply Contact proved themselves as a reliable partner, and we appreciate their input in customer experience development.

Olga Syomkina
Customer Experience Specialist

Yves Rocher

Objectives

Handle outbound and inbound calls and order processing tasks, provide a high level of service to clients and ensure a monthly sales increase of 10% or higher.

Results
2600 outbound calls handled per day
60 agents on the line
10% sales conversion increase
Read the full story
Ecommerce Customer Service Outsourcing: №31

We have cooperated with Simply Contact since 2014. From the beginning, Simply Contact has been a professional and reliable vendor. They implement specific analytics and quality management practices that ensure the highest quality of customer service. Simply Contact’s innovative and effective motivation schemes for their agents helped us achieve our sales goals. Yves Rocher recommends Simply Contact as a qualified partner in inbound and outbound customer support.

Marina Voloshina
Head of Client Marketing
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Our framework for project launch

Ecommerce call center outsourcing with Simply Contact is focused on smooth onboarding, seamless integration, and a well-defined process to ensure a flawless project workflow.

  • Start
  • 1week
  • 2week
  • 2-3week
  • 4-5week
Creating an implementation group
Allocating a project manager
Developing a training program
Recruiting & hiring the agents
Training the managers and agents
Holding testing period & agent nesting
Executing standard operations
Creating an implementation group
Developing a training program
Training the managers and agents
Executing standard operations
Allocating a project manager
Recruiting & hiring the agents
Holding testing period & agent nesting

Our approach to quality assurance and performance metrics

Our approach gives ecommerce brands the reliability of enterprise-level support with the flexibility of a true partner.

Skilled teams

Our agents undergo continuous training focused on ecommerce customer services specifics, product knowledge, and tone alignment to represent your brand seamlessly.

Comprehensive quality control

We monitor every interaction across languages and channels. This ensures consistency of our ecommerce customer service and measurable quality improvement.

AI-driven efficiency

Our support is enhanced by AI on every level. However, AI doesn’t replace human agents where their oversight is needed, but simplifies their work by taking on routine tasks.

Technology and innovation in ecommerce customer support

AI knowledge base assistant

Agents access instant, accurate product and policy information drawn from client materials. The assistant suggests follow-ups, cites sources, and adapts responses to customer context, reducing handling time.

AI response automation and translation

Repetitive inquiries about orders, returns, and shipping are handled automatically across channels. Built-in translation ensures smooth multilingual communication and cost efficiency.

AI chatbot and voice bot

Chatbots and voice bots manage routine questions, such as order tracking or refund status, while complex issues transfer to live agents, which minimizes wait times.

AI-powered training and simulation

AI simulation recreates realistic customer scenarios and trains agents’ ability to listen, stay calm, and find a resolution. It prepares agents to handle any kind of interactions confidently and accurately.

AI-driven quality assurance

The QA system analyzes interactions at scale, predicts satisfaction levels, and provides instant feedback. Team leads can focus on coaching instead of manual ticket reviews.

AI-enabled telephony

Intelligent voice support includes real-time transcription, smart routing, and automated call summaries, enhancing productivity and ensuring that every customer call is handled efficiently.

Reviews
Ecommerce Customer Service Outsourcing: №35

We have chosen Simply Contact for their expertise and experience in the travel & airlines industry. Now Simply Contact provides multichannel support for our customers in multiple languages. Our cooperation gives us a reliable foundation for further scaling of our customer service activities. We do recommend Simply Contact as a well-qualified and responsible partner.

Ewa Danecka
Head of Customer Experience
Ecommerce Customer Service Outsourcing: №36

Thanks to Simply Contact’s work, they manage to increase the Net Promoter Score and retained customers. They establish an effective workflow through excellent partnership and transparent communication. The team’s performance set them up well for a long-term collaboration.

Corissa Leong
SVP People & Culture, Travel Tech Company
Ecommerce Customer Service Outsourcing: №37

We have cooperated with Simply Contact since 2014. From the beginning, Simply Contact was professional and reliable. They implement specific key performance indicators that ensured the highest quality of customer service. Innovative and effective motivation schemes implemented by Simply Contact for their own agents helped us to achieve ambitious goals. Yves Rocher recommends Simply Contact as a qualified partner in the field of customer service.

Marina Voloshina
Head of Client Marketing
Ecommerce Customer Service Outsourcing: №38

METRO Cash & Carry Ukraine has been working with Simply Contact since May 2020. Currently Simply Contact’s support team handles up to 12,000 customer requests per month while providing a high level of customer satisfaction. They set up a CRM system that allows to accumulate customers queries through multiple channels and ensures security of clients’ data. Simply Contact proved themselves as a reliable partner and we appreciate their input in customer experience development.

Olga Syomkina
Customer Experience Specialist

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    FAQ

    What is ecommerce customer support?

    Ecommerce customer support is a process of handling customer inquiries related to online shopping from pre- to post-purchase, using skilled agents and suitable technology.

    How to manage customer support for an ecommerce store?

    Properly align human resources, processes, and technology infrastructure. You will need to hire and train agents, then integrate a helpdesk platform or CRM tool. Once all processes are established, you can begin continuous performance tracking. Alternatively, you can partner with an experienced ecommerce outsourcing service provider. Outsourcing enables businesses to expand their operations while lowering expenses and still providing high-quality service.

    How much does ecommerce customer support outsourcing cost?

    It depends on multiple factors: support hours, language requirements, support channels (chat, phone, email). In our practice, partnering with an ecommerce call center services company leads to up to 70% reduction in costs compared to maintaining an internal support team.

    Why should I outsource ecommerce support?

    Outsourcing offers instant access to qualified agents who speak multiple languages and work 24/7. It also helps ecommerce businesses decrease operational costs and become more accessible to their customers.

    Do you provide multilingual outsourced customer service for ecommerce?

    We offer multilingual support services in over 20 languages. Simply Contact’s agents speak English and other popular languages, with the ability to extend our services to any language needed by your customer base.

    How fast can Simply Contact launch my support project?

    The implementation of ecommerce support projects at Simply Contact takes between four to five weeks.
    - Week 1: Set up the implementation team and assign a dedicated project manager.
    - Week 2: Develop a training program tailored to your brand.
    - Weeks 2–3: Recruit and hire agents with the right language and industry skills.
    - Weeks 4–5: Train managers and agents, run a testing phase (nesting), then go live with standard operations.
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