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.
E-commerce Customer Support
Outsource your ecommerce customer service to an experienced team, delivering the support your customers need while helping you achieve your business objectives.
Get in touchWhy outsource ecommerce support?
-
Stay responsive during demand spikes
Outsourced teams can scale quickly to handle seasonal peaks and sudden order surges without compromising response time.
-
Prevent cart abandonment with timely answers
Fast support for product, shipping, and payment questions helps customers complete purchases instead of dropping off.
-
Cover every channel your customers use
Outsourcing enables consistent omnichannel ecommerce support across online stores, marketplaces, and social platforms—all from one place.
Full-service ecommerce customer support
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.
Multilingual teams
We provide multilingual customer support in more than 20 languages to help brands connect with customers across Europe and beyond, no matter where they shop.
Call center services
Our ecommerce call center services experts efficiently manage high volumes of inbound calls, providing immediate support and ensuring a smooth customer experience.
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.
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.
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.
Ecommerce support operations you can outsource
-
Order inquiries
✓ Pre- and post-sales assistance ✓ Shipping & tracking information ✓ Cancellations & product return management ✓ Payment & refund assistance
-
Usability concerns
✓ Log-in issues ✓ Navigation support ✓ Feature addition/removal ✓ Notification settings modifications
-
Technical troubleshooting
✓ Refund complications ✓ Debt collection services ✓ System setup ✓ Managing complex requests
Versatile & scalable ecommerce support
A satisfied customer is a loyal one, and exceptional ecommerce customer support is crucial to success. Simply Contact provides comprehensive, end-to-end customer service solutions that enhance customer satisfaction, drive sales, and foster long-term loyalty. With a proven track record, we help businesses turn great service into lasting relationships.
12+
Years of experience
20+
Languages served
600+
Agents on board
80%+
Customer satisfaction (CSAT)
Outsource ecommerce support to a trusted provider
Deliver 24/7 customer service across all channels without stretching your in-house team.
Get in touchWorking with major ecommerce platforms
Omnichannel and multilingual customer support for your success
Your customers can contact you through all existing channels...
- Сalls
- Live chat
- Social media
- Messengers
- Bots
...in more than 20 languages
Why choose us?
Proven ecommerce expertise
Over 12 years of hands-on experience supporting ecommerce brands like Yves Rocher and METRO.
Nearshore operations
Active in six countries across Europe—Poland, the UK, Bulgaria, Romania, Ukraine, and Moldova—for better reach and operational resilience.
Secure by design
We meet PCI DSS, ISO 27001, and ISO 27701 standards to keep customer and payment data protected.
AI-enhanced support
Using chatbots, voice bots, real-time translation, and other AI customer service tools that streamline support across channels.
CX-focused
We continuously track and improve CSAT and NPS to drive loyalty and satisfaction.
Scalable ecommerce support
Ramp up your support team on demand with up to 50 trained agents monthly during peak seasons.
Fast go-live
Swift project setup with dedicated onboarding and training to ensure a smooth launch.
Around-the-clock availability
24/7 customer service to meet the expectations of today’s online shoppers.
Cost-efficiency
Flexible solutions that lower overhead without compromising quality.
E-commerce customer support that drives results
Have any questions? Fill out the form, and we'll contact you shortly.
Describe your project and the scope of tasks, and let our manager prepare a customized proposal tailored to your needs.
Get in touchWe've got you fully covered
We ensure that you receive a full cycle of workflow. Whatever challenges you may encounter—from launching the project to operating it—we’ve got you covered.
Quality assurance
Recruitment
In-house training center
Regular reporting and analytics
Uninterrupted operations
IT setup and maintenance
Our framework for project launch
We launch ecommerce customer support in nine steps. We focus on establishing a seamless project workflow and providing the best possible service to fit client requirements.
- 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
Reviews
Get in touch with us today
FAQ
What is ecommerce customer support?
E-commerce support helps online shoppers through every step of the buying journey—before, during, and after purchase. It combines trained agents, efficient workflows, and the right tools to resolve inquiries, fix issues, and create a seamless experience across all support channels.
How to manage customer support for an ecommerce store?
You need the right mix of people, processes, and technology. This includes recruiting and training qualified agents, integrating helpdesk platforms or CRM tools, and consistently monitoring performance. Partnering with an experienced outsourcing provider makes it easier to scale, reduce costs, and maintain service quality.
How much does ecommerce customer service outsourcing cost?
Pricing depends on the scope—factors like support hours, number of languages, and channels used (chat, phone, email). In our experience, outsourcing can reduce customer support costs by up to 70% compared to running an in-house team. We provide customized quotes aligned with your business needs and volume.
Why should I outsource ecommerce support?
Outsourcing gives you fast access to trained professionals, multilingual coverage, and 24/7 availability—without the hassle of managing internal teams. It’s a proven way to reduce overhead, improve responsiveness, and meet rising customer expectations in ecommerce.
Do you provide multilingual customer support for ecommerce?
Simply Contact provides multilingual support in 20+ languages for key European and global markets. Our most requested languages include English, German, French, Polish, Spanish, and Italian, but we scale to match your audience’s location and needs.
How fast can Simply Contact launch my support project?
We typically launch ecommerce support projects within four to five weeks. Here's what the process looks like:
- 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
This structured approach ensures your support team is fully prepared to deliver quality from day one.
- 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
This structured approach ensures your support team is fully prepared to deliver quality from day one.
Our awards & certifications
PCI DSS
Simply Contact is a PCI DSS certified ecommerce helpdesk outsourcing company. This certification underscores our commitment to maintaining the highest level of security for all credit, debit, and cash card transactions. It is a testament to our dedication to protecting our clients' data and ensuring their personal information is always secure.
ISO 27001
Simply Contact holds the ISO 27001 certification, an internationally recognized standard for managing information security. This certification ensures that we have robust processes in place to safeguard sensitive information, providing our clients with peace of mind.
ISO 27701
Simply Contact is certified under ISO 27701, the international standard for privacy information management. This certification is a testament to our dedication to privacy and data protection, ensuring our clients' information is handled with the utmost care and security.
HIPAA
HIPAA is a U.S. law that sets strict standards for protecting personal health information (PHI). Simply Contact achieved HIPAA compliance, ensuring the protection of sensitive data and adherence to privacy and security standards in industries such as healthcare, insurance, and health tech.
What you get from outsourcing ecommerce customer support
-
Optimized cost management
Outsource your ecommerce support to significantly reduce support costs by avoiding the expense of hiring, onboarding, and maintaining in-house support infrastructure.
-
Access to expertise
Leverage trained support professionals with ecommerce-specific experience and the right tools to meet rising customer expectations and deliver high-quality service.
-
Strategic resource allocation
Redirect your internal team’s time and energy toward business-critical areas like product development, marketing, and strategy while external specialists handle customer inquiry resolution.
-
Increased operational efficiency
Streamline workflows and improve response accuracy by outsourcing routine interactions, allowing for faster, more consistent ecommerce growth support.
-
Scalable and flexible solutions
Quickly scale your support capacity up or down based on seasonality, promotional campaigns, or business growth without sacrificing quality or efficiency.
-
Around-the-clock availability
Ensure uninterrupted service for global customers with 24/7 ecommerce call center services, improving satisfaction and reducing abandoned carts or unresolved issues outside business hours.
Learn more from our blog
Get fast answers to any remaining questions
Get fast answers to any remaining questions
Thank you.
Your request has been sent successfully.
Thank you.
Your request has been sent successfully.
Your request has been sent successfully.
Thank you for your subscription!