Email Support Outsourcing

Your customers deserve quick replies, not long waits. Outsource email support services to a team that works with care and a personal touch, and have your customers receive timely and helpful emails in their inboxes.

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Simply Contact

Award-winning email answering service

Compliant with GDPR, ISO 27001, and ISO 27701

Fast responses to emails

24/7 multilingual email support

AI-powered automation

Consistent >90% quality score

Scalable teams

Secure processes

Proven experts in email support services

Outsourcing email support with Simply Contact means faster replies and zero inbox stress for your internal team. We combine skilled agents and advanced AI to make sure every email is relevant, answered on time and in your unique tone of voice. Since 2013, we’ve been focusing on reducing FRT, maximizing QA scores, and improving CSAT for our clients—global leaders in their industries.

100%

Emails answered

>90%

Quality assurance (QA)

80%+

Customer satisfaction (CSAT)

700+

Agents on board

Trusted by

Focused training and team management

Agent training and development
- Continuous training on your products, communication standards, and email service quality.
- Native English-speaking trainers and industry experts are involved at every step.
- Access to an up-to-date knowledge base and self-study materials.
- Soft skills development focused on empathy, clarity, and problem-solving in written communication.
Team motivation and performance management
- One Team Lead per 15 agents for hands-on guidance and support.
- Email support agents have clear goals and transparent performance tracking.
- A central knowledge base ensuring consistent, accurate responses.
- Regular feedback and coaching maintain speed, accuracy, and brand-aligned tone in every email.

Our framework for project launch

Email customer service outsourcing with Simply Contact is focused on smooth onboarding, seamless integration, and a well-defined transparent process.

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

Make every email count

Tell us about your support needs, and we’ll build an email support team that keeps customers coming back.

Get in touch

High-performance email support by design

Operational efficiency

Our operational framework enables flexibility while preserving performance standards. This allows us to maintain cost-efficiency for our clients even during seasonal peaks and sudden demand spikes.

Human expertise powered by AI

Agents at Simply Contact focus on personalized communication and finding solutions to complex issues. AI assists with multilingual translation and drafting responses to repetitive inquiries.

Tailored approach

Every project is unique. We adapt processes, tone, and tools to match each client’s brand voice and internal workflows.

Visibility and scalability

Our real-time reporting gives you full insight into performance, volume trends, and team productivity, so you can immediately act on findings. Scaling up or down is seamless with up to 50 more agents per month.

Security and compliance

We adhere to ISO and HIPAA standards and follow GDPR requirements to keep customer data secure and processes fully compliant.

Ongoing optimization

Our team achieves top-quality performance through ongoing training sessions, performance reviews, regular QA checks, and feedback collection to enhance response quality and operational efficiency.

Maximizing email support impact with AI

We integrate AI into every stage of email support—not to replace agents or remove the human touch, but to enhance it. Our technology empowers teams to respond faster, personalize communication, and deliver consistently better outcomes.

AI knowledge base assistant

Agents get instant access to accurate answers drawn from client materials. The AI assistant suggests follow-ups, cites sources, and adapts responses to the context, reducing handling time.

AI response automation and translation

Repetitive tickets across chat, email, and social media are resolved more quickly through automation. AI translation built directly into the CRM provides accurate and cost-effective multilingual support.

AI-driven quality assurance

Our intelligent QA platform analyzes interactions at scale, predicting satisfaction scores and providing real-time feedback to agents. Supervisors focus on coaching instead of manual reviews.

Success stories

Security and compliance

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 27001

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

ISO 27701 (PIMS)

We’re certified in ISO 27701, which has a primary focus on privacy. It enables us to handle personal data in a way that fully mirrors GDPR requirements and keeps information protected.

HIPAA

Simply Contact is a HIPAA-compliant contact center. 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.

Testimonials

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

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

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

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

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FAQ

What is email customer support outsourcing?

Email support outsourcing is a process of delegating a business’s customer email management to an external provider. By having email support services outsourced, a company has customer correspondence, including questions, complaints, and product feedback, managed by someone else, which allows its staff to concentrate on core business activities.

Why outsource email support?

Your business can achieve faster response times and faster growth by outsourcing email support services, without needing to hire additional staff. Outsourcing gives you access to expertise, multilingual support, 24/7 availability, and AI tools that enhance every email contact.

Who is an email support agent at Simply Contact?

Our agents are based in Europe and hired through a rigorous process that tests their language proficiency and soft skills. Agents are trained to understand your brand identity, product range, and customer behavior, and possess excellent written communication abilities and problem-solving skills.

How to select the right email support outsourcing company?

Choose based on industry expertise, location, languages, and references from someone you trust. A suitable outsourcing email services partner should focus on quality delivery while providing flexible teams and maintaining your brand identity. Don’t hesitate to ask providers tough questions, look at whether their promises are realistic, and whether they match your brand culturally and in terms of values.

How much does it cost to outsource email support services?

Every company handles pricing differently. At Simply Contact, we use a shared agent model for smaller projects and a dedicated agent model for larger ones. Feel free to request a personalized quote by reaching out to us and sharing your project details.

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