Last Updated: February 2025
In the fast-paced world of e-commerce, outsourcing customer service to an e-commerce outsourcing specialist is crucial for maintaining customer loyalty and driving sales.
According to recent studies, 89% of consumers have switched to a competitor following a poor customer service experience.
Outsourcing customer service to an e-commerce outsourcing specialist can be an efficient way to achieve this, but choosing the right partner is key. Below is a guide to some of the best e-commerce customer service outsourcing specialists, including tips on how to select the right one for your business.
1. Helplama
Helplama is renowned for its tailored solutions and committed support teams as a top customer service outsourcing provider. Businesses seeking to improve their customer service operations often choose them for their expertise in e-commerce.
Key Features
- Personalized assistance: Customized support services designed to fit individual business requirements.
- Specialized teams: Agents specifically trained for your brand to guarantee consistent and tailored service.
- Scalability: It refers to the ability of services to expand to meet the demands of your business as it grows, especially during busy periods.
Pros
- Agents receive training that is specific to the brand and of a high standard.
- Services that can adjust to changes in demand levels.
- Intense emphasis on online shopping, guaranteeing pertinent knowledge.
Cons
- Could potentially be pricier compared to generic service providers.
- Training dedicated teams initially take time.
2. Odondo
Odondo provides a customer service outsourcing solution with a flexible pay-as-you-go model. Their decentralized service structure enables them to recruit top-notch agents who can work from anywhere, offering top-notch service without being restricted by location.
Key Features
- Flexibility: Services can be adjusted to meet fluctuating demand.
- Top-notch Agents: Agents are paired with brands according to their level of experience and knowledge.
- Saving money: No commitment is required, pay only for what you consume.
Pros
- 24/7 access to agents based in the UK.
- Options for supporting multiple languages are available.
- Appropriate for companies of any size, especially those experiencing increases in demand during certain seasons.
Cons
- Not suitable for very specific product support needs.
- Better suited for businesses seeking personalized solutions rather than generic ones.
3. Foundever
Foundever, previously identified as Sitel Group, is an international outsourcing company with a multilingual footprint in 45 nations. They provide a versatile platform that accommodates different customer service channels.
Key Features
- Support in multiple languages: Assistance is provided in 27 different languages.
- Flexible Work Locations: Agents have the option to work from authorized locations, such as virtual settings, with flexible work locations.
- Integration of AI: Improved analysis of interactions using AI services.
Pros
- Widespread geographical presence.
- Enhanced service through effective incorporation of technology.
- Support options that are adaptable and able to grow in size.
Cons
- The focus is moving towards digital transformation instead of traditional call center services.
- Mainly designed for big, global corporations.
4. Ascensos
Ascensos is a small contact center that focuses on providing comprehensive customer solutions across multiple channels. They provide customized services that cater to individual client needs, making them suitable for businesses with unique demands.
Key Features
- Omnichannel Support: Omnichannel Support: Providing seamless customer service through voice, social media, text, web chat, and video chat.
- Multilingual Capabilities: Multilingual capabilities provide support for pan-European and global markets.
- Customer Insights: Insights from customers’ data for enhancing results in customer service.
Pros
- Tailored and customized solutions.
- Powerful support for multiple languages.
- Intense emphasis on customer satisfaction.
Cons
- Businesses looking for completely remote teams may find mixed workforces unsuitable.
- Nature-inspired stores may not be as effective for extremely large corporations.
5. TELUS International
TELUS International provides complete customer and technical support services, with a particular emphasis on merging digital and customer experience (DX and CX) support platforms.
Key Features
- Support for multiple languages: Assistance available in more than 50 different languages.
- Integrated DX and CX: Combining digital support with customer service through Integrated DX and CX.
- Chatbot with proprietary technology: Customer interactions supported by artificial intelligence.
Pros
- Sophisticated technological solutions.
- Powerful assistance for multiple languages.
- Proficiency in combining digital solutions with customer service.
Cons
- Focused on gaming and media sectors.
- May not be suitable for companies in other industries.
6. LiveOps
LiveOps provides a contact center solution based on the cloud, featuring a virtual flex model, which is appealing to companies in need of a flexible and scalable customer service provider.
Key Features
- Virtual Flex Model: A dispersed team of skilled freelancers working remotely.
- Omnichannel assistance: Accessible through phone, email, and chat options.
- Recovery from disasters: Rapidly expanding in response to unexpected increases in demand.
Pros
- Cost models that can be easily adjusted.
- Skilled agents with a focus on quality and years of experience.
- Robust quality control procedures.
Cons
- Agents in the United States may not be a good fit for European brands.
- Reduced focus on conventional contact center models.
7. TaskUs
TaskUs is a company that specializes in offering digital customer support solutions, prioritizing innovation and efficiency. They provide services for different sectors, such as e-commerce, providing tailored support choices.
Key Features
Digital Customer Support: Focus on technology-based customer service solutions in Digital Customer Support.
Personalization: Customized services designed to fulfill individual client requirements.
Global Reach: Wide coverage with support in multiple languages.
Pros
Creative and technology-driven method.
Intense emphasis on pleasing customers.
Adaptable and easily expandable support choices.
Cons
Higher prices for advanced technology solutions.
It may only be suitable for small businesses with limited budgets.
Also Read – 10 Top-Notch E-commerce Staffing Agencies You Should Know
8. CloudTask
CloudTask offers services for sales, customer support, and lead generation, aimed at assisting companies in enhancing their sales processes and customer engagement.
Key Features
Lead Generation: Tailored services to increase revenue.
Customer Support: Providing support through various channels such as chat, email, and phone.
Sales Support: Aid in finalizing sales and maintaining customer loyalty.
Pros
Extensive assistance was provided for sales as well as customer service.
Versatile participation structures.
Agents who are knowledgeable and proficient.
Cons
Mainly concentrated on businesses that prioritize generating sales.
It May necessitate a substantial upfront financial commitment.
9. Acquire BPO
Acquire BPO provides various outsourcing services such as customer service, sales, and back-office support. They serve different sectors and offer customized solutions to meet client requirements.
Key Features
Support in multiple channels: Extensive customer service across various platforms.
Tailored solutions: Customized services to meet specific business needs.
International presence: Services provided in various languages and areas.
Pros
Great knowledge in the industry.
Service choices that are adaptable and can grow in size.
Pricing strategies that involve competition.
Cons
Bigger clients might get greater focus.
Setting up and merging can require a significant amount of time.
10. Transcom
Transcom offers customer service, sales, and technical support services to improve customer experiences through creative solutions.
Key Features
Customer Experience Focus: Strategies aimed at enhancing customer satisfaction by prioritizing the customer experience.
Integration of technology: Implementation of sophisticated technology to make processes more efficient.
Worldwide Coverage: Providing language support in multiple countries.
Pros
Strong focus on customer satisfaction.
Effective implementation of technology.
Scalable solutions are available for companies of any size.
Cons
It could have a higher price tag compared to certain rivals.
The first steps of the onboarding process may be difficult.
How to Select the Right Outsourcing Partner
Evaluate what you require.
Before selecting a companion, make sure to clearly outline your requirements for customer service. Take into account elements like volume, channels (phone, email, chat, social media), and any unique industry needs.
Assess the level of knowledge.
Search for professionals with expertise in your specific field. For instance, e-commerce companies can gain advantages from partners who grasp the details of internet sales and can offer specialized assistance.
Take into account the ability to scale.
Your selected provider must have the ability to adjust their services based on your business requirements, particularly during busy periods.
Incorporation of technology
Make sure the provider utilizes cutting-edge technology, like artificial intelligence and analytics, to improve customer service and offer beneficial insights.
Expenses and adaptability
Select a provider that provides adaptable pricing structures and contract terms that match your financial and operational requirements.
Verify recommendations and testimonials.
Evaluate the provider’s dependability and effectiveness by researching reviews and requesting references from current clients.
Period for testing or evaluation.
Try to agree on a trial period to evaluate the provider’s abilities and compatibility with your business before signing a long-term agreement.
Saufter for AI- powered Chatbot
Saufter is an innovative platform specifically designed to build AI-powered chatbots. It combines an intuitive user interface with advanced AI capabilities, making it ideal for beginners and experts alike.
- User-friendly Interface: Saufter’s drag-and-drop editor allows for quick and easy chatbot design without any coding skills required.
- Advanced AI Capabilities: With built-in machine learning and natural language processing, Saufter can understand and respond to complex user queries effectively.
- Integration Flexibility: Saufter supports integration with multiple platforms including websites, social media, and messaging apps, ensuring your chatbot is available wherever your customers are.
- Analytics and Feedback: Saufter provides comprehensive analytics and feedback tools, helping you continuously improve your chatbot’s performance.
Conclusion
Outsourcing your e-commerce customer service can significantly enhance customer satisfaction and operational efficiency. Outsourcing allows your business to easily scale customer service operations up or down based on demand. Whether you’re experiencing seasonal peaks or rapid growth, an outsourced provider can quickly adjust to meet your needs without the hassle of hiring and training new staff.
By selecting a partner like Helplama or any of the other top providers listed, and considering factors such as scalability, technology, and cost, you can ensure that your business delivers exceptional customer service.
Businesses that outsource customer service report a 60% increase in customer satisfaction.