Best Customer Service Outsourcing Companies for eCommerce Store
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The global eCommerce customer service market is expanding rapidly, with the customer experience BPO sector valued at $103.6 billion in 2024. Finding the right outsourcing partner can transform your support function from a cost center into a genuine competitive advantage.
What Is eCommerce Customer Service Outsourcing?
In short, it means delegating your store's support operations to a specialized third-party provider. This typically covers:
- Pre-sale questions;
- Order status inquiries;
- Returns processing;
- Technical troubleshooting;
- Complaint resolution.
All that is delivered across channels, including eCommerce live chat, email, social media, and phone.
Engagement models include fully managed teams, shared agents for smaller volumes, dedicated teams for deep product expertise, and hybrid approaches combining onshore, nearshore, or offshore options that balance cost with time zone alignment.
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Why Outsource eCommerce Customer Service?
Online stores typically consider a support partner when experiencing rapid growth, marketplace expansion, rising ticket volumes, or the need for 24/7 coverage. This move opens the door to multiple benefits.
Cost-Effectiveness
According to Deloitte research, 70% of companies cite cost reduction as their primary reason for outsourcing. Partnering with specialist providers can deliver savings of 40–70% compared to in-house teams through multiple mechanisms:
- Lower labor costs – Hiring in-house involves salaries, benefits, and training expenses. Outsourcing to regions with competitive labor markets provides skilled support at a fraction of the price, especially in nations where living expenses are lower.
- Reduced overhead expenses – Maintaining an in-house team requires physical space, equipment, and utilities. Outsourcing eliminates these maintenance costs, freeing capital for marketing, product development, and inventory expansion.
- Scalable staffing – eCommerce experiences wild demand fluctuations during Black Friday and holiday seasons. Partners scale teams up or down based on ticket volumes, avoiding costly over-staffing during slow periods or service gaps during peaks.
- Access to global talent – Outsourcing opens a global talent pool at lower rates, offering multilingual support and round-the-clock availability without inflating budgets.
- Advanced technology at no extra cost – Providers include AI-driven chatbots and CRM systems in their packages, eliminating the need for expensive software investments.
Access to Expertise and Advanced Technology
Beyond cost savings, outsourcing delivers capabilities most retailers cannot build internally. Specialist providers invest continuously in training, tools, and compliance:
- Specialized skills and knowledge – Outsourcing firms bring extensive experience with eCommerce platforms like Shopify, Magento, and WooCommerce. Agents understand eCommerce supply chain challenges, marketplace policies, and payment dispute resolution.
- Advanced technology integration – Third-party providers invest in AI chatbots and CRM systems like HubSpot, Zendesk and Freshdesk. These tools streamline interactions, improve response times, and provide personalized support that drives customer retention.
- Enhanced data security and compliance – Reputable providers implement PCI DSS certification, GDPR/CCPA compliance, and advanced encryption protocols, building customer trust while protecting your business from regulatory risk.
- Continuous improvement and training – Outsourcing partners regularly update training programs to keep teams current with the latest trends and technologies, ensuring agents provide the best possible support.
Improved Response Times and Availability
Speed matters in eCommerce – customers expect immediate answers and will abandon carts if kept waiting. Outsourcing directly addresses these expectations:
- Scalable responsiveness – Partners manage fluctuating demand with flexible staffing models, ensuring timely responses even during sudden spikes. One EverHelp client reduced response times from several hours to just 20 seconds, while refund rates dropped from 12% to 4%.
- 24/7 support availability – Outsourcing providers offer round-the-clock coverage across global time zones. This continuous availability meets customer expectations for responsiveness and strengthens loyalty and trust – without requiring night shifts for your internal team.
Enhanced Customer Experience and Loyalty
Improved response times and expertise naturally lead to better experiences. But outsourcing partners also bring strategic CX capabilities:
- Personalized support strategies – Expert providers craft support approaches tailored to individual customer needs, not generic scripts. Understanding specific requirements leads to more effective issue resolution and higher satisfaction.
- Multilingual and omnichannel support – Outsourcing enables support across multiple languages and communication channels (email, chat, phone, social media). This accommodates diverse global audiences regardless of preferred language or contact method, removing barriers that hinder customer loyalty.
- Continuous quality assurance – Outsourcing partners implement rigorous QA frameworks with ongoing training programs. This commitment to quality ensures consistent delivery of exceptional service throughout the eCommerce customer journey.
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Top Picks: Customer Service Outsourcing Companies for eCommerce
The following list focuses on partners with proven results for online stores, strong reviews, and operational maturity.
1. EverHelp
Best for: Product-heavy stores needing scalable, 24/7, multilingual support. Small businesses requiring a support boost, constant or for peak seasons only.
EverHelp specializes in eCommerce support with a product-centric approach. This, in turn, turns outsourced teams into genuine brand extensions. With 10+ years of experience and a team of 1,000+ experts, they deliver scalable customer service to both small online shops and large eCommerce marketplaces worldwide.
EverHelp’s eCommerce Support Services
- Pre-sales guidance: Agents engage browsing customers, answer product questions, and reduce cart abandonment before checkout.
- Purchase assistance: Real-time support resolves payment, cart, shipping, and order-related issues during checkout.
- Post-purchase care: The team manages returns, technical issues, and refund disputes, resolving 97% of cases efficiently.
- Loyalty nurturing: Continuous feedback loops and attentive support help turn one-time buyers into repeat customers.
All support activities are backed by performance analytics that connect customer service directly to business outcomes. EverHelp tracks key KPIs and delivers actionable reports that highlight growth areas.
Strengths
- Deep product integration. The team connects with existing eCommerce ecosystems, including Shopify, Magento, WooCommerce, Amazon, eBay, and other major platforms.
- Proven eCommerce KPIs. Performance is measured using customer satisfaction (CSAT), FRT, AHT, and cart abandonment metrics.
- AI-powered efficiency. Their AI agent, Evly, automates up to 85% of routine inquiries with 94% accuracy, freeing around 60% of agent capacity.
- Omnichannel coverage. Support is delivered via email, live chat, calls, and social media.
- Enterprise-grade security. Operations comply with PCI DSS Level 1, GDPR, and ISO standards.
- Multilingual support. Human agents cover 30+ languages, expanding to 95+ with AI assistance.
- High scalability. Infrastructure supports more than 850,000 tickets per month.
- Flexible pricing models. Options include talent-only placements, shared or dedicated teams.
Weaknesses
- May be over-featured for very small stores with minimal ticket volumes.
- Certain languages may not be covered (Phone support is available in fewer languages than other channels).
Proof & Case Studies
Featured eCommerce case studies include:
- Brava Fabrics: 95% CSAT across 6,300 requests (dedicated team model);
- Tailored printing company: €144K saved with 15 agents (talent-only model with transition to dedicated team);
- Mobile marketplace: 3-minute FRT with 85% CSAT (dedicated team model).
Pricing
EverHelp offers three different pricing models, depending on business size and focus. They recommend the best-fitting cooperation model based on those details as well as support requirements. As mentioned on review platforms, their pricing goes around <$25 per hour.
- Talent-only. Provides recruitment and placement while you manage the team.
- Covers all channels;
- You pay per agent;
- Dedicated agents;
- Management is on your side.
- Dedicated team. Delivers guaranteed quality with 24/7 customized support for any request volume, even for 850K monthly tickets.
- Covers all channels;
- You pay per agent;
- Dedicated agents;
- Management is provided (mostly dedicated).
- Shared team. Offers cost-effective, scalable support for lower volumes.
- Covers 24/7 email and chats;
- You pay per ticket;
- Shared agents;
- Management is provided (mostly shared).
EverHelp's Reviews & Awards
Customer reviews:
Most recent awards:
- Customer Service Outsourcing Provider of the Year (Gold Stevie Awards winner).
- Achievement in Customer Experience - Business & Consumer Services (Gold Stevie Awards winner).
2. Teleperformance
Best for: Enterprise retailers requiring global scale and omnichannel transformation.
Teleperformance brings 47 years of experience and massive global infrastructure to eCommerce support, operating across 40 countries with 40,000+ retail and eCommerce specialists serving 329+ clients in the sector. Their approach combines AI-driven automation with human expertise to deliver seamless eCommerce customer experiences at enterprise scale.
eCommerce Services
- Personalized customer engagement;
- Digital security and fraud prevention;
- Process optimization;
- Payments/collections support;
- Omnichannel support (voice, chat, email, social media).
Strengths
- Unmatched global scale;
- Enterprise-grade security protocols;
- Proven digital transformation expertise;
- Strong fraud prevention capabilities.
Weaknesses
- Pricing and contract structures typically favor large enterprises.
- May be less flexible for SMB eCommerce brands.
Pricing
Teleperformance uses custom enterprise pricing based on volume, service levels, and technology requirements. Pricing varies by service type, geographic location (domestic, nearshore, offshore), and contract terms. Multi-year contracts are typical for enterprise clients. Given their scale, they're best suited for large retailers with significant support volumes.
Reviews & Awards
- G2: 4 out of 5 (18 reviews)
- Fortune World's Most Admired Companies
3. Concentrix
Best for: Data-driven retailers seeking hyper-personalization and digital commerce optimization.
Concentrix delivers intelligent retail solutions focused on creating frictionless shopping experiences through AI-powered personalization and data modernization. Their eCommerce practice covers multiple sub-sectors, including fashion/beauty, consumer goods, grocery, and home/office retail.
Core Capabilities for eCommerce
- Omnichannel digital engagement;
- Differentiation through hyper-personalization;
- Data privacy management, secure payment processing;
- Trust/safety operations.
Strengths
- Advanced data analytics and personalization;
- Broad retail sub-sector expertise;
- Strong technology integration capabilities.
Weaknesses
- Enterprise focus means smaller eCommerce brands may not receive prioritized attention.
- Complex onboarding for simpler support needs.
Pricing
Concentrix offers custom pricing. Their pricing model is enterprise-focused with costs varying by time zones, locations, and service scope.
- Entry-level roles typically range $35,000–$45,000 annually for dedicated staff.
- Multi-year contracts with volume tiers are common.
Setup fees and technology licenses may apply. Best suited for mid-market to enterprise retailers.
Reviews & Awards
- Industry analyst recognition
4. Simply Contact
Best for: Growing international stores with large ticket volumes.
Simply Contact brings 12+ years of eCommerce expertise, with 700+ trained agents supporting 20+ languages and consistently achieving 80%+ CSAT.
eCommerce-Specific Services
- Order tracking;
- Returns/cancellations;
- Payment disputes;
- Refund processing;
- Platform coverage: Shopify, WooCommerce, Magento, and BigCommerce;
- AI-enhanced service layer.
Strengths
- Strong eCommerce platform integrations;
- Proven marketplace expertise;
- AI-boosted operations;
- Rapid deployment.
Weaknesses
European headquarters may create timezone challenges for Asia-Pacific-focused brands.
Pricing
- Dedicated/hourly model: $8–15/hour internationally, $22–30/hour for US/Canada.
- Shared model: $0.35–0.45/minute internationally, $0.75–0.85/minute US/Canada.
Pricing includes recruitment, onboarding, technical setup, training, and quality control.
Reviews & Awards
- Clutch: 4.8 out of 5 (26 reviews)
- G2: 4.8 out of 5 (15 reviews)
- Stevie Awards Contact Centre Outsourcing Provider of the Year
5. WOW24-7
Best for: Stores with 24/7 demand and seasonal peaks.
WOW24-7 operates as a boutique BPO with centers in Ukraine, Cyprus, and the US, delivering 24/7/365 coverage across 50+ languages.
eCommerce Support
- Omnichannel customer service (calls, email, chat, social media);
- Technical troubleshooting;
- Back-office operations with built-in seasonal scalability.
Strengths
- Transparent and competitive pricing;
- Flexible contracts;
- Strong seasonal scaling;
- GDPR and PCI DSS compliance;
- Money-back guarantee.
Weaknesses
- Smaller provider scale may limit capacity for very large enterprise deployments.
- Narrower language coverage than global players.
Pricing
- Small teams (1-19 agents): $10.5/hour.
- Medium-large teams (20-200 agents): $9.5/hour.
- Shared bundles available for lower volumes.
Reviews & Awards
6. SupportNinja
Best for: VC-backed, fast-scaling eCommerce and SaaS brands.
SupportNinja emphasizes AI-powered support for startups and fast-scaling eCommerce brands, with particular strength in SaaS-eCommerce hybrid models. eCommerce verticals served include specialty goods, health/beauty, home/furniture, automotive, apparel, and electronics.
eCommerce Services
- 24/7 omnichannel support across 10+ languages;
- Technical troubleshooting;
- Content moderation;
- Data processing;
- Finance/accounting support.
Strengths
- AI implementation expertise;
- Startup-friendly culture;
- Broad service range beyond pure support;
- Strong compliance certifications – SOC 2 Type II, PCI, HIPAA, and GDPR.
Weaknesses
- Fixed pricing requires quotes (less transparency upfront).
- May be less suited for traditional retail brands preferring established BPO relationships.
Pricing
- Hands-On – you manage the team, SupportNinja handles recruitment/payroll/HR/IT.
- Management-as-a-Service (MaaS) – fully managed solution including recruiting, training, and performance optimization.
- CX Transformation tier adds AI tools and workflow optimization.
Reviews & Awards
- Clutch: 4.5 out of 5 (1 review)
- Inc. 5000 honoree
- 2025 Outsource Partner of the Year
7. Onepilot
Best for: Subscription and marketplace brands in Europe.
Onepilot is a French-founded provider targeting European eCommerce with 24/7 omnichannel support and specialized capabilities for subscription and marketplace business models. Operates from France, the UK, Germany, and Spain.
eCommerce-Specific Services
- Order/subscription management;
- KYC verification;
- Account management;
- Pre-sales support;
- Abandoned cart conversion;
- Churn prevention;
- Reviews management.
Strengths
- Subscription/marketplace specialization;
- Per-ticket pricing transparency;
- Strong European presence;
- Proprietary AI platform;
- Certifications: GDPR, ISO 18295, ISO 27001;
- Fast activation.
Weaknesses
- The 700-ticket minimum requirement excludes smaller stores.
- Limited presence outside Europe.
- Narrower service scope than full-service BPOs.
Pricing
Fixed monthly subscription plus pay-per-ticket from €1.20/ticket or pay-per-hour options. Pricing includes agent sourcing, training, ticket solving, and quality assurance.
Reviews & Awards
- Trustpilot: 4.7 out of 5 (28 reviews)
- G2: 4.8 out of 5 (6 reviews)
8. HelpLama
Best for: Shopify stores and small businesses seeking US-based support.
HelpLama focuses specifically on Shopify stores, dropshipping operations, and small eCommerce businesses with US-based agents. Their model emphasizes agents trained and tested on your specific store rather than generic support skills, working within your existing Shopify apps and software stack.
eCommerce Support
- 24/7 live chat, email support, social media management, and voice support;
- Virtual assistants;
- Phone order taking;
- B2B telemarketing;
- Data entry outsourcing.
Strengths
- Shopify specialization;
- Affordable entry pricing;
- US-based agents;
- Store-specific training;
- Money-back guarantee.
Weaknesses
- Limited to the Shopify ecosystem;
- Less suited for multi-platform retailers or complex technical products;
- Smaller scale than enterprise providers.
Pricing
Plans start at $399/month for basic coverage.
- Pay-per-call answering: 70 cents/minute.
- Dedicated agents: $1,200–$3,000/month depending on location and expertise.
- Per-ticket pricing: $0.80–$2.50/ticket based on volume and complexity.
Reviews & Awards
- GoodFirms: 5 out of 5 (25 reviews)
Quick Overview of eCommerce Support Partners
How to Choose Your eCommerce Customer Service Partner?
To help you evaluate potential partners systematically, we've created a comprehensive, printable Vendor Evaluation Checklist covering all critical assessment criteria. Download it before your next vendor call.
In the meantime, here are the five essential steps to finding your ideal match:
1. Clarify Your Support Needs and Volumes
Map ticket types, monthly volumes, seasonal peaks, required languages, and coverage hours. Understanding your eСommerce customer support issues helps identify providers with relevant experience.
2. Evaluate Core Services and Omnichannel Capabilities
Create a checklist: 24/7 coverage, order management access, refunds/returns handling, marketplace support (Amazon, eBay, Shopify), live chat SLAs, social media monitoring, and phone support. Ensure providers scale during Black Friday and holiday peaks.
3. Check Operational Excellence and Onboarding
Evaluate hiring processes, QA frameworks, knowledge base management, reporting cadence, and escalation paths. A structured onboarding – discovery, playbooks, training, and shadowing – predicts long-term success.
4. Ensure Technology and Data Security Fit
Confirm CRM compatibility (Zendesk, Gorgias, Freshdesk), eCommerce platform integration (Shopify, Magento), and AI capabilities. Verify PCI-DSS compliance and GDPR/CCPA readiness.
5. Compare Pricing Models and Real-World Proof
Common models include per-hour, per-agent, per-resolution, or hybrid pricing. Check reviews on Clutch, G2, and Trustpilot. Request case studies and reference calls with current clients.
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Getting Started: Partner with EverHelp
EverHelp brings 100+ successful projects, strong customer service standards, and the flexibility to match your exact situation – whether shared teams, dedicated squads, or talent-only options. Our product-centric approach and empathy statements training turn frustrated shoppers into loyal advocates.
All that is proven by our happy clients and their boosted metrics: CSAT being 83% and above, FRT under 45 sec, and a drop in cart abandonments.
Ready to transform your eCommerce customer experience? Book a discovery call to build a support operation tailored to your brand.
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