Ecommerce Customer Service Outsourcing

Ecommerce customer support outsourcing for complex, high-expectation brands

Outsourcing ecommerce customer service works when it is built as a system, not when it is treated as a staffing decision. We have been running complex ecommerce support operations across markets, languages, and peak seasons that expose whether an operation is actually designed or just staffed.

13+

years of experience

30+

languages

850+

agents

80%

CSAT maintained

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

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

Multilingual customer support

We offer multilingual customer support speaking your customers’ language — delivering 24/7 service in over 30 languages across phone, email, live chat, and social media.

Recruitment & agent training

Our recruitment and agent training services help you scale teams through talent sourcing, screening, onboarding, and continuous training aligned to your product and industry.

AI-powered customer support

We provide AI-powered customer support to optimize operations with automation that handles routine tickets and state-of-the-art AI solutions for customer service.

Analytics & performance insights

You get customizable, real-time reporting and smart analytics that help you improve customer experience and simplify decision-making.

Quality assurance & monitoring

We deliver quality assurance and monitoring to enhance reliability through continuous performance tracking, SLA adherence, and optimization to maintain exceptional support standards.

Standard model

Staff to volume. Add agents when tickets rise.
AI as a self-service chatbot layer, separate from the team.
Quality reviewed after delivery.
Generic training on customer service skills.
Onboarding measured in days.

Simply Contact

Design the system first. Staff to match the architecture.
AI embedded inside delivery workflows, managed and measured.
QA built into team management and real-time feedback loops.
Teams trained on your product, your customer profiles, and your brand standards.
Nesting period that validates process logic before volume scales.

Support operations across major ecommerce platforms

We work across the platforms your store already runs on. Agents are trained on your setup and your policies, so refund rules, delivery windows, and stock exceptions are answered the way you'd answer them, not from a generic script.

Certified

PCI DSS

Simply Contact is PCI DSS certified, maintaining the highest level of security for all card transactions and protecting clients' sensitive data.

Certified

ISO 27001

An internationally recognised standard for managing information security, ensuring robust processes to safeguard sensitive information.

Certified

ISO 27701

The international standard for privacy information management (PIMS), with requirements mirroring GDPR compliance and protecting personal data.

Compliant

HIPAA

HIPAA compliance ensures protection of sensitive health data for clients in healthcare, insurance, and health tech industries.

80%

of calls answered within 35 seconds

Wizz Air Leading European Airline

Challenge: Seasonal demand spikes doubled call volumes overnight, causing long wait times and inconsistent service quality across multilingual routes.
Solution: Deployed a scalable multilingual team with AI-assisted routing and shift structures aligned to Wizz Air's seasonal demand patterns.
Result: 80% of calls answered within 35 seconds year-round, 30% AHT reduction, and 85% agent utilization maintained in all seasons.

30% AHT reduction on key lines 85% agent utilization

Read case study

88%

CSAT score (up from 51%)

Ditto Music Music Distribution Company

Challenge: Slow response times, 51% CSAT, and generic agents with no music industry knowledge were eroding artist trust and brand credibility.
Solution: Built a specialist support team where 80%+ of agents are working musicians, combined with structured QA workflows and clear response targets.
Result: CSAT jumped from 51% to 88%, response rate more than doubled to 8 per hour, and support costs decreased.

8 responses/hour (up from 3.5) 80%+ agents are musicians

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93.9%

quality score maintained

Hats Group Non-Emergency Patient Transport

Challenge: Vulnerable patients needed empathetic, accurate communication around the clock — including nights — with zero tolerance for errors.
Solution: Provided a dedicated trained team with 365-day night control coverage, strict quality monitoring, and clinical communication protocols.
Result: 93.9% quality score sustained across all operations, seamless handover from day one, virtually zero agent turnover.

6,000 calls handled per month 365 days/year night control

Read case study

All case studies

Testimonials

“We have chosen Simply Contact for their expertise and experience in the travel & airlines industry. Our cooperation gives us a reliable foundation for further scaling of our customer service activities.”

Ewa Danecka

Head of Customer Experience, Wizz Air

“Thanks to Simply Contact's work, they managed to significantly increase the Net Promoter Score and show incredible performance on our customer retention project.”

Corissa Leong

SVP People & Culture, Fareportal

“We walked in on day one and it was seamless. A fantastic bunch of people, really up to the role from the get-go. A year later, the same team is still there delivering even higher quality outputs, virtually no turnover, no complaints, KPIs fantastic.”

James Graydon

People Director, HATS Group

“From the beginning, Simply Contact was professional and reliable. Innovative motivation schemes helped us achieve ambitious goals. We recommend Simply Contact as a qualified partner in customer service.”

Marina Voloshina

Head of Client Marketing, Yves Rocher

Get in touch with us today

We'll get back to you within one business day.

We partner with brands operating across multiple markets or handling significant contact volumes, where support has a measurable effect on revenue, retention, or brand perception.

Most outsourcing models sell capacity: agents, shifts, seats. Simply Contact designs the support system first: escalation logic, QA architecture, AI tooling decisions, and feedback loops. The team works inside a built structure rather than improvising one as volume scales.

Workforce forecasting, staffing buffers, and AI-assisted automation for routine contacts are planned into the operational design before peaks arrive. SLAs are maintained through structure, not by hiring agents at short notice.

Agent copilots reduce handle time on complex contacts. Automated responses handle high-frequency routine contacts: order tracking, returns status, standard FAQs. AI-assisted QA reviews interactions at scale and feeds results into coaching. Real-time translation extends language coverage across markets. Every layer is tracked against a KPI. If it doesn’t improve a measurable outcome, it doesn’t stay.

Implementation takes four to five weeks from contract to go-live. Nesting validates process logic and calibrates AI tools before volume scales. We don’t accelerate onboarding at the expense of readiness.

Natively across 30+ languages, with AI-assisted translation extending coverage further.

It is the practice of partnering with a specialist provider to design and run your customer support operation rather than managing it in-house. Done well, ecommerce customer service outsourcing gives you access to trained teams, structured operational governance, and AI-assisted tooling without the overhead of building and managing it yourself.

The most common reasons are volume growth that outpaces internal capacity, quality problems that persist despite hiring, expansion into new markets requiring multilingual coverage, and the need to absorb seasonal spikes without permanent headcount increases.