Nowadays, various technologies are available to make shopping experiences more convenient and accessible. The rise of online stores and other non-physical shops paved the way for effortless and ultimately hassle-free shopping. E-commerce businesses have experienced immense growth these past few years. In fact, experts claim that e-commerce sales are expected to grow by 8.8% in 2024.
If you own an e-commerce store, having exceptional customer service is the key to high customer retention and satisfaction rates. A reliable e-commerce customer support can significantly influence customer experience, which could lead to a better brand reputation and a boost in sales. Customer support outsourcing is a practical move for business owners who want customer-friendly e-commerce platforms.
In this article, we will introduce you to the importance of customer support in an e-commerce business. We will also share with you some of the top reasons why businesses outsource customer support services. Most importantly, we will give you a list of the 10 best e-commerce customer service outsourcing companies to help your business. Read more.
What is e-commerce?
E-commerce (Electronic commerce) is defined as the buying and selling of goods and services or the transmission of data and funds over an electronic network (primarily the Internet). E-commerce transactions are classified into four main types: (1) Business-to-Business [B2B], (2) Business-to-Consumer [B2C], consumer-to-consumer, and consumer-to-business.
Just like other industries, e-commerce involves multiple business processes. Among these key processes is customer support, which we will discuss further in this article.
Looking to outsource customer service for your Shopify store? This article can help you learn the ins and outs of outsourcing Shopify customer service.
Why is customer support important in an e-commerce company?
E-commerce customer support plays a vital role in a company because it highlights the value of customer interaction in creating convenient and customer-friendly shopping experiences. E-commerce and retail stores handle hundreds and thousands of customer inquiries on a daily basis. This means that improving customer service solutions is paramount for business owners who want to deliver timely responses and efficient assistance to their customers.
Moreover, an excellent customer support team can also help an e-commerce business discover varying customer needs and wants. A strong e-commerce support also enables businesses to craft personalized products and services that encourage repeat purchases and brand loyalty.
Achieve higher customer satisfaction rates with these 10 best e-commerce customer service outsourcing companies.
1. Digital Minds BPO
Naga City, Bicol, PH
What they do best: Telemarketing | Inbound & Outbound Call Center | Sales | Email Support | Chat Support | Data Entry | Content Moderation
With more than 10 years of experience in the BPO industry, Digital Minds BPO is consistently growing and improving its outsourcing solutions. In support of local and multinational companies, this all-Filipino e-commerce support outsourcing company is known for its successful collaborations with Procter & Gamble, Bureau of Customs Philippines, and Petron.
Digital Minds BPO takes pride in its wide range of services which are primarily focused on improving customer experiences. The company also boasts a highly skilled team of agents and CX professionals who specialize in customer support processes. Apart from the clients mentioned above, Digital Minds BPO also served as the reliable outsourcing partner of some of the biggest e-commerce and dating sites.
If you’re looking to outsource your e-commerce customer service without breaking the bank, Digital Minds BPO is an excellent choice for you.
2. Unity Communications
Phoenix, Arizona, USA
What they do best: CCaaS | Data Entry | Outsourced Customer Service | Technical Support | Virtual Assistance | Self-Service Customer Support
Established in 2009, Unity Communications has been one of the most trusted outsourcing providers in the world. The Phoenix-based BPO firm is one of the top e-commerce customer service outsourcing firms that offer integrated customer service solutions with a focus on enhancing productivity and efficiency. Unity Communications has an impressive portfolio that features partnerships with some of the biggest brands in the world, including Amazon, AT&T, and Grab.
Specializing in consulting, customer support services, and process management, Unity Communications enjoys successful and productive outsourcing projects with e-commerce, FinTech, healthcare, and IT industries.
3. WOW 24-7
Afton, Wyoming, USA
What they do best: Customer Support | Technical Support | Contact Center | Data Management | Content Moderation
Another company that’s quickly becoming the favorite of multinational businesses is WOW 24-7. The Wyoming-based BPO firm was established in 2016 and has been one of the front-runners in terms of 24/7 customer support, contact center management, and technical support outsourcing. Operating with a customer-centric approach, WOW 24-7 is among the most reputable outsourcing companies in IT, Software Development, SaaS, E-commerce, Retail, Consumer Electronics, Entertainment, and even in the tourism and aviation fields.
WOW 24-7’s expertise highlights the importance of effective customer support during peak seasons, efficiently providing excellent assistance to small and medium enterprises. The company boasts a record of satisfied clients who rave about significant boosts in their customer satisfaction rates, building impeccable levels of customer loyalty and brand reputation.
4. Fusion CX
West Bengal, India
What they do best: Inbound & Outbound Call Center | Social Media | Technical Support | Live Chat | Data Annotation
Formerly Fusion BPO Services, this India-based BPO company’s strengths are focused on improving customer experiences. With 20 years of experience in serving various sectors, Fusion CX has successfully established an impressive reputation as a trusted outsourcing partner.
Fusion CX’s greatest advantage is its ability to find the synergy between human connection and modern technology. As a result, the company has helped different types of businesses, including e-commerce, home improvement, and healthcare. The company is also continuously expanding its operations with multiple hubs operating in North and Latin America, Asia Pacific, and EMEA.
5. Enshored
Signal Hill, California, USA
What they do best: Data Processing & Management | SMS Support | Email Support | Voice: Inbound & Outbound | Lead Generation
Established in 2014, Enshored has earned the trust and confidence of several top businesses in the world. With its simple yet incredibly smart outsourcing solutions, Enshored has successfully helped its clients make informed decisions and improve their customer support channels.
By utilizing advanced technology and a skilled global workforce, Enshored is delivering impeccable support to various industries. Fintech, travel and tourism, and wellness companies are just a few of Enshored’s latest partners which benefited from its call center, video production, customer service, and social media marketing services. With two offices in the Philippines and one in Portugal, Enshored is set to open new locations in Central America, South America, and Malaysia.
6. Crewbloom
New York City, New York, USA
What they do best: Chat & Email Support | Sales Development | Virtual Concierge | Technical Support | Social Media
Carving an amazing niche in the global outsourcing industry, Crewbloom is an American BPO company that specializes in business development and customer support outsourcing services. Based in New York, Crewbloom was established in 2016 and has been consistently providing reliable outsourcing solutions to some of the biggest companies in the world, like Pfizer, WebFX, Monoprice, and Melissa.
Crewbloom’s strategy highlights the importance of hiring the best people in each field to guarantee cost-saving benefits and higher efficiency rates for businesses. Apart from its reliable outsourcing services, Crewbloom is also known for its exceptional workforce, which is made possible by an active and supportive recruitment process. If you are in need of globally-competitive BPO pros for your e-commerce store, Crewbloom is a great choice.
7. Pexly
Zaanstad, The Netherlands
What they do best: Tech Support & Help Desk | Inbound Customer Support | AI Chatbots | App Support
Taking pride in its ethical business processes and a diverse team of BPO experts, Pexly is a Dutch BPO firm founded in 2015. With a top-notch and diverse workforce and an in-depth knowledge of different tech and software solutions, Pexly has mastered the art of customer care and its influence on global businesses.
For business owners who value sustainability, Pexly’s fully remote operations that extend to 35 countries are one of the things that make it stand out in the world of outsourcing. Pexly specializes in customer care services and has a great record of partnerships with different companies in the e-commerce, telecommunications, IT, and travel industries. In fact, the popular B2B ratings and reviews platform Clutch named Pexly as a Top Customer Support Outsourcing Provider in 2023.
8. Oworkers
London, United Kingdom
What they do best: Data Processing | Content Moderation | Customer Support | Technical Support | Invoice Processing
Managing huge amounts of data can be challenging for every business. Oworkers is a London-based BPO company specializing in data processing and customer support solutions. Powered by AI and a strong team of professionals, its omnichannel customer support services are among the most efficient. Oworkers boasts over a decade of demonstrated experience in multilingual BPO services, helping bridge the gap between companies and their consumers.
Taking advantage of its biggest strengths, which are data management and protection, Oworkers has worked with companies like SharePoint, Monitask, Hightail, Files.com, and more. Its e-commerce management services are also quickly becoming a solid choice for product data entry and other vital e-commerce processes. Oworkers has office locations in Africa, Asia, and Europe.
9. Valoris Center
Bucharest, Romania
What they do best: Customer Care | Lead Generation | Contact Center | Payroll | Technical Support | CCaaS
Besides sustainable and ethical business solutions, this list of e-commerce customer service outsourcing companies also includes BPO firms with impressive CSR efforts. Valoris Center is a BPO company based in Romania that’s known for transforming outsourcing projects into excellent humanitarian opportunities. While creating meaningful connections with global brands, Valoris Center is also known for the help that it extended to Ukraine refugees in 2022.
The Romanian outsourcing firm offers some of the most reliable 24/7 customer support solutions to companies in banking & finance, e-commerce, healthcare, and more. Its e-commerce customer care services provide impactful benefits to businesses that struggle with up-and-cross-selling products and services. Valoris Center has an outstanding recruitment process that allows businesses worldwide to access the right people to get every CX job done.
10. Helpware
Lexington, Kentucky, USA
What they do best: AI Customer Service | Software Development | Data Labelling | Inbound & Outbound Call Center | IT Support
Last but not the least is Helpware. If you’re in need of concierge-level BPO services, this Kentucky-based BPO company might be the perfect fit for you and your business. With a uniquely strategic approach to customer service, Helpware offers comprehensive customer care solutions powered by technology and human intelligence. Proving its amazing reputation in the global BPO industry, the company has worked with popular clients like Google, Purecars, Headspace, Microsoft, Zendesk, and more.
Its incredibly simple and straightforward processes make it a popular choice for businesses that aim to save time and money. Helpware’s expertise is focused on e-commerce, gaming & entertainment, automotive, and fintech. The company also has a solid record in mobile app development to help businesses provide convenient and highly accessible customer care channels to various markets.
Top reasons why you should outsource your e-commerce customer service:
Outsourcing customer service can help you reduce costs.
Global data suggests that businesses that outsource non-core functions could save up to 70% of operational costs. When you choose to hire an external team instead of an in-house department, your outsourcing partner will be in charge of paying for utilities and equipment. They will also be in charge of the recruitment, hiring, and training costs.
This is also why choosing a service provider with dedicated facilities and equipment is a must for every e-commerce business. With the right outsourcing partner, you can save money that you can allocate to other important business processes.
BPO companies have access to global CX talent.
Outsourcing companies are located all over the globe. This means that these companies have access to skilled and highly experienced professionals around the world. If you want a competent team of customer service experts to handle your store’s customer service operations, you can find the best people through outsourcing.
Customer service remains the most outsourced function of businesses globally. Outsourcing your customer service can help you work with an excellent customer service team who can provide efficient customer support at all times.
Outsourcing agencies have the right technologies and equipment.
To continuously improve customer support, technology is a must. In fact, the world’s business process outsourcing industry thrives because of technology. Outsourcing e-commerce customer service enables you to take a more modern approach to customer experience.
BPO companies always make sure that the latest technologies and software are available to guarantee customer success. By offering multichannel solutions, your external team can maximize the use of technology that an in-house customer support team might have struggled with. Top companies invest in modern tech solutions, so you don’t have to worry about your business’s efficiency when outsourcing.
Most outsourcing providers offer 24/7 call center services.
The best customer service experience is possible with round-the-clock support from agents. Since most BPO companies offer customer service solutions 24/7, your e-commerce shop will always be accessible to customers who need assistance. This is especially true if you decide to outsource to the Philippines.
Besides the fact that Filipino agents are skilled, they are also used to working under different shift schedules. This type of versatility is what every e-commerce business owner should look for when choosing an outsourcing partner.
Outsourcing enables scalable operations.
BPO companies are known for helping businesses scale their operations. Small and medium-sized businesses primarily benefit from outsourcing because they can adjust their external team’s manpower depending on the demand for products and services.
SMEs can reduce the number of outsourced staff when the demand is low and hire new ones when the demand is high. This is more challenging legally and financially if done with an in-house team.
Important factors that you should consider in e-commerce customer service outsourcing:
Costs
Identifying the costs involved in an outsourcing project is crucial because you need to prepare your budget for it. Outsourcing costs vary depending on the scope of the project, the size of the external team, the required software and equipment, and the duration of the project.
Choosing an outsourcing provider that can provide exceptional services at rates that are aligned with your budget is a practical decision. Make sure to request quotes from multiple BPO companies to compare and analyze which company is perfect for you.
Specific set of soft and technical skills
When outsourcing customer service for your e-commerce store, you need to hire the right people with the ideal set of skills. Customer service is an integral part of every business, so finding experienced and competent customer service professionals is a must.
To hire the best people for your external customer service team, your outsourcing partner should possess great eye for talent as well as an organized recruitment process. Here are some of the skills and qualities that you should look for in customer service agents/reps:
- Communication skills
- Product and service knowledge
- Listening skills
- Keen attention to detail
- Service-focused
- Openness to innovation
- Passion for continuous learning
- Problem-solving skills
- Empathy
- Patience
- Basic technical and troubleshooting skills
Experience and expertise
To work with the best customer service outsourcing team, finding a company that has both BPO experience and expertise is important. Apart from choosing a company with years and decades of experience, you also need to check its portfolio. An experienced BPO company manages an organized and detailed portfolio of past and current outsourcing projects that clients can access.
A record of enterprises that a company has had partnerships with is essential for you to find out whether a company is trustworthy and competent to handle your customer service functions. Additionally, you can search for client feedback to determine the strengths and weaknesses of your potential service provider. Doing this will allow you to set expectations with regard to the level of service that you are willing to pay for. Thus helping you save time and money.
Openness to technological innovation
As we mentioned earlier, technology plays a pivotal role in the success of the BPO industry. When outsourcing services like customer support, finding a company that is always ready to acquire new tech and software solutions is beneficial.
To enjoy full-service business solutions that are efficient and customer-centric, eCommerce businesses nowadays offer omnichannel platforms for customers. A reliable e-commerce outsourcing firm must be ready and able to acquire the necessary equipment and software to ensure that customer service teams can deliver round-the-clock assistance to customers worldwide.
Range of services
Of course, a BPO company that offers a wider range of services holds a bigger advantage over companies that provide limited outsourcing solutions. Giving your customers a plethora of options to get in touch with you when product and service issues arise is an example of proactive service.
Whether you’re aiming to outsource a call center to manage inquiries via inbound calls or a fast and convenient email support and chat support for your customers, the right outsourcing partner will always deliver.
Culture fit
To foster healthy and lasting business relationships, culture fit is as important as the other factors mentioned above. When you outsource to BPO companies located in a different country, you will also be exposed to diverse cultures. Hence, it is crucial to work with a service provider that understands diversity and is willing to adapt to various cultural patterns.
Work ethic and professional norms are also two of the areas affected by different cultures. Language barriers may also affect communication processes. With this, hiring an external customer service team with high English language proficiency can be advantageous. Since most mediums of instruction are delivered in English, interactions between in-house and outsourced staff will be easier.
An improved e-commerce customer service can be the ultimate game changer for your e-commerce business.
We hope that this list has helped you find the best customer service outsourcing companies for your e-commerce store. With a projected growth at a CAGR of 18.9% from 2024 to 2030, the global e-commerce leaders are certainly investing in top-notch CX solutions.
Digital Minds BPO can help you get in touch with the best customer service teams and take advantage of advanced technological approaches to help your e-commerce store succeed. From efficient call center services and email support, to live chat and technical support solutions, our team has got you covered.
It’s never too late for you to find your niche in this highly competitive industry. Start your customer service outsourcing journey with us here at Digital Minds BPO. Build your dreams with us. Contact us today.
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