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 touchAward-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
Years of experience
Languages served
Agents on board
Customer satisfaction (CSAT)
Trusted by
Benefits of outsourcing ecommerce customer service
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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.
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Cost reduction
Outsourcing enables businesses to avoid recruitment, training, and infrastructure costs while achieving high service quality through specialized teams.
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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.
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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
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.
Transparent pricing
We operate with full transparency, so you always know exactly what you’re paying for. No hidden fees, no surprises.
Built-in quality control
Every project includes ongoing quality monitoring to maintain service excellence and brand consistency.
Real-time performance monitoring
You gain full visibility into operations through live dashboards and data-driven insights for continuous improvement.
Innovation through R&D
Our in-house R&D team continually tests, compares, and implements AI-powered solutions that enhance results for our clients.
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
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.
Share your ecommerce store customer service needs and have our team prepare a customized proposal.
Get in touchTailored 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.
Multilingual teams
Our ecommerce call center speaks over 30 languages to help brands connect with customers across Europe and beyond, no matter where they shop.
Call center services
Outsource ecommerce call center with Simply Contact and have our agents efficiently manage high volumes of inbound calls, providing immediate support.
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
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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.
Security at every customer interaction
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.
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.
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.
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, International Wholesale Retailer
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.
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.
Yves Rocher, Cosmetics Retailer
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.
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.
Let's explore how you can benefit from our expertise.
Get in touchOur 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
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.
Get in touch with us today
FAQ
What is ecommerce customer support?
How to manage customer support for an ecommerce store?
How much does ecommerce customer support outsourcing cost?
Why should I outsource ecommerce support?
Do you provide multilingual outsourced customer service for ecommerce?
How fast can Simply Contact launch my support project?
- 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.
