Handling customer service for your Shopify store can get quite hectic as your business grows. Due to the increase in the volume of tickets, either your customers would end up unanswered or you would lose focus from your core business.
But as customer support for e-commerce involves impersonal repetitive tasks, you can In times like these, outsourced customer services can be your savior.
In fact, 54% of all companies use third-party support teams to connect with customers.
Are you thinking of hiring outsourced customer services for your Shopify store? Look no further! We have you covered.
In this post, we’ll cover the following:
- Why do you need to outsource customer service for Shopify?
- 5 qualities of good customer service
- Top 11 customer service Shopify agencies
Why do you need to outsource eCommerce customer service for Shopify?
Here are the 5 key reasons why outsourcing can be a good option for your Shopify website:
1. Focus on your core business:
It leads to poor customer service that ultimately leads to customers churning out. To combat this, outsourcing your customer service can be a good option.
An outsourced customer service team consists of trained professionals with relevant experience in the field. They can help reduce your burden by giving out efficient customer service so that you can devote your time to focus on your core business.
2. Strong recruitment processes:
Outsourcing companies comprise strong recruitment processes. For example, at Helplama, 100s of candidates are filtered every day which is nearly impossible for a small e-commerce business to establish.
An outsourced eCommerce customer service company that is well aware of your Shopify store’s requirements can provide you with the best-suited agents for your company.
3. Cost-saving:
As per Deloitte, “cost reduction” is the primary objective of outsourcing for 70% of the companies.
That’s because setting up an in-house customer service team can cost you a lot as you will need to hire people for various roles, purchase equipment, arrange dedicated office space, etc.
On the other hand, customer service outsourcing helps reduce unnecessary expenses as you only need to pay for services when you use them.
4. Ensures security:
The fear of compromising your data to a virus or hacker runs rampant in the minds of every online eCommerce business. However, customer support outsourcing companies ensure that you never have to deal with such a case. The outsource team consists of trained professionals who work round the clock to carry out security checks to look for imminent threats and bugs. They tend to neutralize the threat in its early stage to reduce damage.
5. Latest upgrades:
In order to deliver the best Shopify services, you need to stay updated with the latest upgrades and trends. This is where eCommerce customer service outsourcing steps in. The outsource team stays vigilant and finds out about the latest trends in the market. They make all the necessary upgrades to your system and let you know the trends that are best suited for your customer base.
5 customer service qualities you should look for
A happy customer can act as a blessing, as they spread a positive word of mouth for your company. To ensure this, you need to give them a positive customer experience. A good customer experience is a byproduct of good customer service.
Here, are 5 qualities of good customer service:
1. Quick response time:
According to a Helplama survey, “60% of customers end business relationships due to long waiting times for the resolution of their queries.”
So, the time taken to resolve a customer’s query needs to be as quick as possible. A good customer service executive has to stay on his feet at all times, to deliver the solution in a short amount of time.
Quick response leaves a lasting impression on the customers and helps them have a positive customer experience.
2. Real-time support:
In our survey, “68% of customers reported breaking a business relationship with a company in the past due to a bad automated phone self-service (IVR) system.”
This is where live chat integration can be your savior. In fact, 79% of consumers prefer live chat because of the immediacy it provides
So, it is a no-brainer that you should look for real-time support while choosing the best customer service agency for your Shopify store.
3. Omnichannel support and integration:
A Helplama survey also revealed that “74% of old agers (aged >60) cited bad omnichannel experience as a cause for the end of commercial relations.”
So, it seems crucial to provide an integrated customer service experience across all support channels of your company. To ensure proper omnichannel integration, you must try to provide a universal experience to your customers.
So, look for a customer service vendor that ensures omnichannel services.
4. Skilled support agents:
In the survey, 50% of respondents who reportedly ended a commercial relationship cited unskilled support representatives as a cause of action.”
This means customers expect support agents to be empowered enough to resolve their issues on their own instead of just answering them or transferring their call.
So you should make sure that the outsourced agents are skilled and possess knowledge of your domain.
5. Conversational support:
The tone with which you converse with your customer reflects the image of your company.
In conversational support, you empathize and understand the emotions of your customers. Conversational interactions go a long way in influencing brand loyalty and customer advocacy.
Therefore, you must ensure that the outsourced customer service agents possess basic customer service etiquette and know how to conversate.
Top 11 customer service Shopify agencies
Good customer service helps distinguish your company from your competitors. It helps your business flourish and boosts revenue as well. Sometimes, outsourced Shopify services are just the thing you need to deliver quality customer service.
Here, are a list of the top 11 customer service Shopify agencies:
1. Helplama
Based in the US, Helplama is amongst one of the best companies that provide outsourced customer service to Shopify businesses. Serving around 100 businesses on a global level, Helplama runs on a “zero risk business model” in which you get risk-free services as customer service agents get trained and tested based on YOUR Shopify store’s past customer interactions.
Key features
- 24*7 Customer Support
- Visitor Tracking
- Shopify Conversions
- Domain Expertise
- Zero-Risk Model
- Live Chat Support
- Email Support
- Phone Support
- Data Entry
- Technical Support
- Telemarketing Support
- Post-Chat Survey
- Pre chat Form
Pricing
Helplama outsourcing services start from around $399 per month. A customized pricing plan can also be offered based on your requirements. You can find out the exact amount by filling in your outsourcing requirements. You also get access to free tools like free referral marketing software and live chat software suggester.
2. Sellersmile
Sellersmile is a Shopify agency that first started as an Amazon customer service outsourcing company. They mainly offer their services and outsource customer service from the US. The company was first established in the year 2017. They go by the motto of “Turn Everyday Buyers Into Lifelong Customers”.
Key features:
- Reputation Management
- Live Chat Support
- Social Media Support
- Team Training
- Faq Management
- Voicemail Follow-Ups
- Amazon Email Automation
- Review Reporting
- Customer Service Consulting
Pricing:
After the end of the 7-day free trial, their pricing is categorized into three parts which include: Starter pack ($550 per month), Plus pack($850per month), and Premium pack (customized solutions as per requirements). The starter pack is considered to be the preferred pack for small and medium-sized businesses.
3. Simplr
Simplr is also amongst one of the big companies that use Shopify. It is best known for integrating machine learning into its eCommerce outsource service to provide 24*7 support. They have worked with huge brands like Steve Madden, Keen, and Princess Polly. Simplr mainly deals with the retail, technology, and food industries.
Key features:
- Pay per resolution with no contracts or hidden fees
- On-demand scaling
- Human Cloud Network
- Actionable Insights
- AI-Enabled Platform
Pricing:
Their basic pricing starts from around $2.25 per resolution and you can get customized solutions as per your requirements.
4. GizmoSupport
GizmoSupport is yet another big name in one of the best Shopify agencies in Asia. It is based out of India and has been in business for around 12 years. They claim to have provided more than 2500 solutions across 6 regions. They mainly offer services to the eCommerce, healthcare, travel, and education industries.
Key features:
- Customer Lifecycle Management
- Application Lifecycle Management
- Digital Enablement
- Enterprise Iot E-Surveillance
- Tech Support
- Revenue Growth
- Content and Cataloging
- E-Surveillance Monitoring
- Phygital
- AIOps
Pricing:
The pricing that they offer is customized and varies according to the requirements of your company.
5. Proonto
Proonto is yet another one of those Shopify companies that integrate machine learning with their customer service. They analyze real-time behavior and customer interaction, which resulted in them seeing a +17% increase in revenue growth. They are also known for providing customized insights based on the customer needs of your company.
Key features:
- Live chat support
- Phone support
- Video call support
- Conversion Optimization
- Personalization of Online Shopping Experience
- ROI Measurement
Pricing:
Their basic pricing starts from $800 per month which is known as the sales chat. In the sales chat, you can pay for 3 different add-ons which include: Creative($100 per month), Insights($200 per month), and Staffing ($800 per month).
6. Helpware
Helpware is a relatively new Shopify agency that was established in 2016. Across 4 continents, they have served over more than 100 clients and are best known for integrating machine learning with their 24*7 customer service, providing an omnichannel experience to their customers. Their portfolio includes collaborations with big names like Google and Universal.
Key features:
- Digital Customer Experience
- Content Control and Verification
- AI Operations
- Back-Office Support
- Micro tasking Platform
- Start-up Acceleration
- Human In The Loop (HITL)
- In-app support
- Omnichannel integration
- Social Media Support
Pricing:
Their pricing along with a $400 set-up fee is divided into 4 packages according to the type of services that they provide. Their monthly costs include: $1800, $1900, $2100, and $2200.
7. Octopus Tech
Octopus Tech is a company that offers its Shopify services from India. The company was founded in 2011 and is best known for offering voice and non-voice support. They have collaborated with companies like Amazon and Goodyear footwear. They are majorly known for providing services like mobile app development, web design, and call center services.
Key features:
- Email Support
- Chat Support
- Data Entry Service
- Call Center Support For NBFC
- Tech Support
- Telemarketing
- Outbound and Inbound Services
- Web Design
- E-Surveillance Services
Pricing:
They offer customized pricing as per the needs and requirements of their clients.
8. Ideas Unlimited
IdeasUnlimited is a US-based company worth 10 years of experience and offers multilingual 24*7 call and chat support. They offer both physical and remote services in various locations which include North America, South America, South Asia, Europe, and the Middle East. They have completed more than 5000 projects with around 500 plus trusted clients.
Key features
- 24*7 Customer Support
- Social Media Support
- Live Chat Support
- Phone Support
- App Support
- Operations and Backend
- IT Services
- Multilingual Support
- Virtual Assistance
Pricing
They provide customized pricing packages according to the type of service you choose.
9. MobilUnity
MobiUnity is an agency based out of Ukraine and has been in the business for more than 11 years. They are best known for providing 24*7 support in the form of chats, emails, and phone calls, they offer services in more than 15 countries with around 40 plus clients. Their expertise lies in providing quality consultancy and recruiting services.
Key features:
- 24*7 Chat Support
- Email Support
- Call Support
- Department Managers to Define KPIs and SLAs,
- Pre-Sale Clients Support Experts
- Online Research Professionals
- Shift Supervisors
- Current Client Support Experts
- Reporting Managers
Pricing:
They offer 4 main packages which include: Startup ($275 per month), Small Business ($500 per month), Agency ($900 per month), and Enterprise ($1750 per month).
10. Flatworld Solutions
Flatworld Solutions is yet another giant in the industry that has been in the business since 2002. They mainly operate in locations like India, the UK, the US, and the Philippines. As an ISO-certified company with more than 18K customers worldwide, they provide various services in the fields of photo editing, data entry, call center, software development, and research.
Key features:
- Inbound Call Center Services
- Outbound Call Center Services
- Email Support
- Chat Support
- Telemarketing
- Business Process as a Service
- CCTV Monitoring Services
- Technical Support Services
Pricing:
They provide a “call center staffing calculator” that helps determine the pricing according to your company’s needs and requirements.
11. SupportYourApp
SupportYourApp is another huge name in the outsourcing business based in Ukraine. It is an ISO-certified company that came into existence a decade back and has served in around 33 countries in 42 different languages. SupportYourApp won the Silver 2021 Stevie Winner award in the category of “sales and customer service”.
Key features
- Technical Support Outsourcing
- Call Center Outsourcing
- eCommerce Support
- Help Desk Outsourcing
- Outsourced It Support
- Social Media Customer Service
- Telemarketing Outsource Services
- Outsourced Receptionist Services
- Back Office Support
Pricing
According to your needs and requirements, they offer 3 main packages with the following names: Backup Team (shared backup team), Focus & Dedication (small team), and Full Team Dedication (Scalable team with a manager).
Conclusion
Customer service is undoubtedly one of the factors that help build the foundation of your customer base. The whole customer service process can be a bit taxing at times. You can lighten some of your burdens by investing in a good Shopify outsourcing service. They help reduce your workload and save you time to focus on other important aspects of your core business.
Take some burden off your shoulders by hiring a good outsourced customer service agency like Helplama.
If you still feel overwhelmed, you can contact the professionals at Helplama, they will help you out.
