9 Best E-commerce Call Centre Outsourcing Companies

ecommerce call centre outsourcing

In the dynamic landscape of e-commerce, ecommerce call centre outsourcing is a critical component that can significantly influence a company’s success.Outsourcing your e-commerce call center needs can significantly enhance your customer service experience, allowing you to focus on core business functions while ensuring your customers receive top-notch support. Here’s a detailed look at nine of the best e-commerce call center outsourcing companies, plus an introduction to Saufter.io, the best customer service software for startups.

One of the primary benefits of ecommerce call centre outsourcing is access to a broad range of skills and expertise. Additionally, outsourcing partners often use advanced analytics to enhance customer interactions, ensuring that every engagement is data-driven and geared towards improving customer satisfaction.

ecommerce call centre outsourcing

According to a recent report, the global call center outsourcing market is expected to reach $88.62 billion by 2025, driven by the increasing demand for efficient customer service solutions.

Why Outsourcing is Necessary

Outsourcing is now essential for e-commerce companies looking to succeed in today’s competitive market. By utilizing outside knowledge, businesses can acquire specialized abilities and advanced technologies that could otherwise be too expensive. This enables businesses to offer excellent customer service, technical support, and back-office operations without having to make a large investment in developing and managing these abilities internally.

Cost efficiency is a major advantage of outsourcing. Businesses can greatly decrease costs associated with recruiting, instructing, and overseeing internal staff. On the contrary, they cover the costs of required services as needed, leading to improved financial planning and resource distribution. 

Outsourcing also allows businesses to rapidly increase in size. Outsourcing partners offer the needed flexibility by either increasing support during busy times or reducing it during slow periods. This guarantees that customer service standards stay high without the cost of keeping a large, full-time staff.

1. Helplama

ecommerce call centre outsourcing

Rating: 5/5

Pricing: Starts at $399/month

Helplama focuses on offering tailored customer service solutions for e-commerce companies. Services provided include live chat support, email assistance, and phone support. Helplama’s staff is well-trained to effectively manage customer queries, ensuring a smooth customer service experience. Small to medium-sized businesses favor them due to their adaptable pricing plans and scalable solutions.

Key Features:

  • 24 hours a day, 7 days a week customer service
  • Support provided through multiple channels, such as phone, email, and chat.
  • Service packages that can be tailored to individual preferences.

2. TELUS International

Rating: 4.7/5

Pricing: $25 – $40 per hour

TELUS International is a prominent player in providing worldwide customer experience and digital IT solutions. They offer specialized call center outsourcing services designed to cater to the requirements of e-commerce companies. By emphasizing innovation and technology, TELUS guarantees that customer engagements are seamless and effective.

Key Features:

  • Extensive global coverage with support in multiple languages.
  • Sophisticated incorporation of technology
  • Stringent security and compliance measures

3. Sensée

Rating:3.6/5

Pricing: Contact for pricing

Sensée provides distinctive options for remote call center services, guaranteeing both flexibility and dependability. Their method enables companies to access a wide range of skills, offering outstanding customer service from remote workers. Sensée is recognized for its exceptional quality standards and effective service provision.

Key Features:

  • Flexible homeworking model
  • Model for flexibility in working from home
  • Excellent customer service
  • Affordable options

4. SupportYourApp

Rating: 4.3/5

Pricing: Starts at $1000/month

SupportYourApp offers comprehensive call center services for e-commerce businesses in need of professional support. They provide various support services, such as technical assistance, customer service, and back-office help. SupportYourApp is renowned for its proactive methodology and exceptional client satisfaction rates.

Key Features:

  • Support for technical and customers
  • Support for multiple languages
  • Customer service that is based on data analysis

5. 1840 and Company

Rating:  4.0/5

Pricing: Contact for pricing

1840 and Company offers customized call center services designed specifically for the requirements of e-commerce companies. Their group of specialists is prepared to manage intricate customer engagements, guaranteeing a favorable customer experience. They provide services for both incoming and outgoing calls at the call center.

Key Features:

  • Services for receiving and making phone calls.
  • Specialized team for intricate engagements.
  • Scalable options for expanding companies

6. Fusion CX

Rating: 4.1/5

Pricing: Contact for pricing

Fusion CX is committed to providing outstanding customer service solutions for companies in the e-commerce industry. They offer a comprehensive range of call center services, such as customer support, order processing, and technical assistance. Fusion CX is famous for its focus on customers and creative solutions.

Key Features:

  • Full range of call center services
  • An approach that focuses on the customer
  • Cutting-edge service options

7. Helpware

Rating: 4.5/5

Pricing: Starts at $1500/month

Helpware focuses on creating tailored customer support teams for online businesses. Their main focus is providing tailored customer experiences across multiple support channels. Helpware is a dependable partner for e-commerce businesses of any size due to its adaptable and expandable solutions.

Key Features:

  • Tailored customer service teams
  • Various alternatives for supporting multiple channels
  • Scalable and adaptable options

8. XACT

Rating: 4.2/5

Pricing: Contact for pricing

XACT provides specialized call center outsourcing services designed for the e-commerce industry. Their group of experienced representatives offers top-notch customer service, ensuring efficient handling of customer queries. XACT’s dedication to perfection makes it a reliable ally for e-commerce companies.

Key Features:

  • Top-notch customer service
  • Agents who are knowledgeable and have a lot of expertise
  • Customized options for online shopping platforms

9. Wing Assistant

Rating: 4.4/5

Pricing: Starts at $1200/month

Wing Assistant offers extensive call center services that aim to improve customer satisfaction for e-commerce companies. They provide various support services such as customer care, technical support, and virtual assistant services. Wing Assistant is recognized for its trustworthiness and impressive customer satisfaction levels.

Key Features:

  • Full range of assistance services
  • Dependable and effective service provision
  • High levels of customer satisfaction

Key Features to Look for in an Outsourced Customer Service Provider

When e-commerce businesses think about outsourcing customer service, it’s crucial to select a provider that matches their individual requirements and objectives. Important aspects to consider are adaptability, unique skills, and the capacity to provide tailored customer interactions. Companies like Fusion CX and Wing Assistant showcase these characteristics by providing specialized support services designed specifically for the specific needs of e-commerce companies.

Flexibility plays a key role in choosing an outsourcing partner. Top outsourcing partners provide flexible solutions that can expand alongside your business, ensuring a smooth transition during times of growth or downsizing. For example, Sensée’s adaptable remote working model enables businesses to access a varied range of skilled workers, guaranteeing the ability to adjust support team sizes according to need.

Another important aspect to think about when choosing a third-party customer service provider is their specialized skills. Outsourcing firms need a competent team of experienced professionals who are skilled in managing the unique difficulties of e-commerce customer service. For instance, SupportYourApp provides a team knowledgeable in technical assistance, diverse linguistic capabilities, and customer service based on data analysis.

Let us now introduce the best customer service platform – Saufter. io

Saufter.io– Best Email Marketing Automation Platform.

saufter.io

Saufter is a customer engagement & email marketing platform that automatically studies your user behavior on your portal/website and their journey stages to make campaign-related recommendations.

For example, it will recommend a how to article for a feature they have not used. You receive fully drafted email & in-app campaigns every week and you simply have to approve the campaign.

Moreover, it crawls your competitors and suggests content campaigns based on their most recent blogs.

Key Features-

  • Automate segmenting of users into cohorts based on behavior
  • Automate email campaign suggestions to improve conversion & prevent churn
  • Automate SEO campaign suggestions
  • Automate conversion and churn prediction

ecommerce call centre outsourcingConclusion

Using a trustworthy company to handle your e-commerce call center can greatly improve the way you serve your customers. The nine companies mentioned provide a variety of services designed to cater to the specific requirements of online businesses. Furthermore, incorporating Saufter.io into your customer service plan can enhance operational efficiency and boost customer approval.

E-commerce companies can guarantee a better customer experience by choosing the correct outsourcing partner and utilizing advanced customer service software, leading to growth and success.

According to recent studies, businesses that outsource their customer service operations report a 30% increase in customer satisfaction rates.