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A Guide to eCommerce Customer Service Outsourcing in 2024

E-commerce outsourcing is when a company hires another company to handle certain tasks related to their online store. Instead of doing all the tasks themselves, they give some tasks to another company. These tasks include customer service, order processing, and website maintenance. The company can focus on their main business. The outsourcing company will handle the small and important tasks of managing an online store. For example, let’s say you run an online clothing store. You might decide to outsource your customer service department to a company that masters in customer care. This way, you do not have to spend your time answering emails or dealing with unhappy customers. Instead, you can focus on designing new clothes or marketing your products to attract more customers.

E-commerce outsourcing can also involve tasks like order fulfilment and shipping. Instead of packing and shipping each order yourself, you can hire a fulfilment company to take care of it for you. They will warehouse your products, pack them up when orders come in, and ship them out to your customers, saving you time and hassle. E-commerce outsourcing boosts efficiency by letting experts handle online store tasks, freeing businesses to focus on their strengths. It is like having a team of professionals behind the scenes who ensure that everything runs smoothly.

Why outsource ecommerce services?

Businesses opt for e-commerce outsourcing because it helps them save time and money. They can easily complete tasks by hiring a third party and save up by cutting back on in house team expenses. This means they don’t have to worry about things like payroll, benefits, and office space. Outsourcing also allows businesses to access specialised expertise. They can rely on professionals who have experience in areas like customer service, website design, and digital marketing. This can lead to better results and happier customers. Also, outsourcing can help ecommerce operations scale more quickly. When you outsource, you can tap into the resources of your outsourcing partners. This means you can handle more orders, serve more customers, and grow your business faster. E-commerce outsourcing helps businesses save time, money, and grow faster at a lower cost. Outsourcing can really speed things up for e-commerce businesses when it comes to answering customer questions or fixing problems with orders. Think of it like having a team of super-fast helpers on standby.

They’re experts at dealing with customer issues, so they can respond quickly and get everything sorted out in no time. One of the big benefits is that outsourcing means businesses can offer support around the clock. It doesn’t matter if it’s day or night – there is always someone available to help out. This means customers can get assistance whenever they need it, making their shopping experience much smoother. Plus, outsourcing can save businesses money. Instead of hiring and training their own customer service team, they can work with outside experts who already know what they are doing. This frees up cash that the business can use to improve other parts, such as making better products or reaching more customers. So, outsourcing is like having a speedy, reliable team of helpers at your fingertips. The outsourcing company guarantees customer satisfaction without breaking the bank.

What to look for when choosing an ecommerce outsourcing partner?

When choosing outsourcing, ecommerce businesses should look for:


Expertise: Make sure the outsourcing company is skilled in the tasks you need help with, like customer service or processing orders

Reputation: Check reviews from other businesses to see if the outsourcing company has a good reputation for reliability and quality.

Cost: Compare prices from different outsourcing companies to find the best value for your budget.

Communication: Choose an outsourcing company that communicates clearly and regularly, so you always know what’s going on with your business.

Scalability: Make sure the outsourcing company can handle your current needs and scale up as your business grows.

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Technology: Check what technology and tools the outsourcing company uses to make sure they are compatible with your systems.

Security: Ensure the outsourcing company has strong security measures in place to protect your data and customers’ information.

Location: Consider the location of the outsourcing company. Note that it is important for them to be in the same time zone and to speak the same language as your customers.


E-commerce outsourcing has several benefits. Let’s explore them together

Saves Time: It frees up your time to focus on other important tasks because someone else takes care of tasks like customer service and order processing

Cost-Effective: It can be cheaper than hiring and training employees because you only pay for the services you need.

Access to Expertise: You get access to professionals with specialised skills and experience in areas like customer service, website design, inventory management and digital marketing.

Scalability: You can easily scale your operations up or down depending on your business needs, without worrying about hiring or laying off employees.

Efficiency: Outsourcing companies are often more efficient because they specialise in specific tasks and have streamlined processes in place.

Focus on Core Business: It allows you to focus on what you do best, like developing new products or expanding your business, while leaving the operational tasks to the experts.

Flexibility: You have the flexibility to choose which services you need and when, without being tied down by long-term contracts or commitments

E-commerce and outsourcing

E-commerce outsourcing can impact customer experience in several ways:

24/7 Support: Outsourcing customer service means someone is always available to help customers, even outside regular business hours.

Faster Response Times: Outsourcing companies specialise in handling customer inquiries quickly, leading to faster response times and happier customers

Multichannel Support: Outsourcing companies can easily provide support across multiple channels like email and social media. This way they give customers more options to reach out for help.

Specialised Training: Outsourcing companies train their employees to handle customer inquiries effectively, leading to better customer satisfaction.

Consistency: With outsourcing, you can maintain consistent customer service standards across different channels and time zones.

Scalability: Outsourcing allows you to scale your customer service operations up or down easily to meet fluctuating demand. Ensuring consistent support during busy times. E-commerce outsourcing enhances customer experience by delivering faster and consistent support whenever customers need help.

Choosing the right outsourcing partner

Choosing the right outsourcing partner for your e-commerce business is crucial for success. First off, you will want to look for a partner who understands your needs and goals. They should have experience in e-commerce and know how to handle things like order processing and customer service. It is also important to consider their reputation and track record. You want to work with a partner who has a good reputation for reliability and quality work. Next, make sure they have the right technology and tools to get the job done efficiently. This includes things like automation software and secure payment systems. Additionally, consider the location of your outsourcing partner. Find a partner with good internet and a stable place to work. Finally, do not forget about communication.

Make sure your outsourcing partner has good communication skills and is responsive to your needs for effective communication. Finding the right outsourced team means working with someone who understands your business and has the right experience. Choosing the wrong outsourcing partner for your e-commerce business can be disastrous. Imagine this: You are relying on this partner to handle important tasks like processing orders and responding to customer inquiries. But if they are unprofessional, things can go south fast. For starters, they might not prioritise your business or treat your customers with care. This could lead to delays in order processing, mistakes in shipments, or even rude interactions with customers.

Imagine your customers receiving the wrong items or having to deal with unhelpful support – they might not come back to shop with you again. It is really important for outsourcing partners to keep their clients’ data safe otherwise there is a risk of hacking. This not only damages your reputation but also puts you at risk of legal trouble. And let’s not forget about communication breakdowns. To sum it up, an unprofessional outsourcing partner can drag your e-commerce business down by causing delays, mistakes, security risks, and poor customer experiences. It is crucial to choose wisely to avoid these pitfalls and keep your business thriving.

Order processing and E commerce outsourcing

Outsourcing plays a significant role in enhancing order processing efficiency by ensuring prompt and accurate handling of orders. These specialised service providers excel in swiftly processing orders while maintaining a high level of accuracy. They offer scalability by allowing businesses to manage fluctuations in order volume without the need for hiring or training. Leveraging advanced technology and streamlined processes, outsourcing companies optimize efficiency, resulting in timely and precise order fulfilment. Consequently, customers benefit from receiving their orders promptly and exactly as expected, contributing to heightened satisfaction levels.

Great customer service

Ecommerce customer service outsourcing

In 2024, outsourcing customer service in e-commerce is a game-changer as the landscape keeps changing. By partnering with experts, businesses can enhance customer service by addressing questions and issues promptly and effectively. This leads to happier customers who feel valued and supported, resulting in more loyalty and repeat purchases.

Outsourcing enables businesses to offer round-the-clock support, ensuring assistance is available whenever customers need it.  This accessibility is essential in today’s fast-paced digital world, where customers expect instant gratification. Outsourcing customer service in 2024 isn’t just a fad; it’s a smart move that saves businesses money.

Companies can save money by not hiring and managing their own team. They can use that money to improve their products. They can also use it to reach more customers. With outside experts managing customer service, businesses can concentrate on their strengths while still providing excellent experiences for shoppers. Outsourcing is not just about following others. It is a strategic decision that helps businesses grow and keeps customers satisfied and returning.


What is e-commerce customer service outsourcing?

E-commerce customer service outsourcing is when you hire another company to handle customer service tasks for your online business.

Why should I consider outsourcing my e-commerce customer service?

You should consider outsourcing your e-commerce customer service because it frees up your time and lets you focus on core business tasks. Meanwhile experts handle customer inquiries and support.

How can outsourcing improve customer experience for my e-commerce business?

Outsourcing can improve customer experience for your e-commerce business by providing faster response times, 24/7 support, and specialised training for handling customer inquiries effectively.

Is outsourcing customer service cost-effective for e-commerce businesses?

Yes, outsourcing customer service can be cost-effective for e-commerce businesses because you only pay for the services you need. And without the added expenses of hiring and training employees.

How does outsourcing impact response times for customer inquiries?

Outsourcing can improve response times for customer inquiries because outsourcing companies specialise in handling customer service tasks quickly and efficiently.

How do I choose the right e-commerce customer service outsourcing partner?

To choose the right e-commerce customer service outsourcing partner, consider factors like expertise, reputation, cost, communication, scalability, and technology compatibility.

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What Our Client Say

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We were nervous about outsourcing our overflow calls and live chats but c2o made it extremely easy. The agents quickly learned our system and they have dealt with our customers quickly efficiently and professionally from day one. I would definitely recommend.
They are very reliable and do a great job. c2o team is committed to transparency and finding ways to address any obstacle that they meet. By working in partnership with c2o we have been able to achieve savings of approximately 60% without any erosion to the customer experience.
During challenging times for our business, this service enabled us to save considerable costs without having to compromise service delivery. Service quality is paramount to us and this has been delivered professionally from the agents to the management and support teams that are available 24/7.
To cut costs, we wanted a call centre with real time engagement and customer support. Glad we chose this company as our customer retention rate has increased.
We have been working with them for over 3 years and our company has grown exponentially with the help of their services.
The onboarding process is very professional. All the instructions were given beforehand and explained in detail.