The only thing to expect when outsourcing customer service for e-commerce is: after onboarding with them, does your operational cost go down by at least 50%? Are they helping you convert queries into paying customers? Does your return rate drop by at least 60%?
Those are the core things you may expect when outsourcing customer service for your e-commerce brand.
However, instead of expecting what you may get by outsourcing customer service for your e-commerce business, note down what problems you are facing and why you need to outsource your customer service right now.
Does it make sense?
Let’s note down together what problems you are facing in your e-commerce customer service.
Real-Life Problems of an E-Commerce Business in Customer Service
- You have a flood of customer support queries.
- Your in-house team is too expensive to manage customer service.
- To manage support agents, you need to hire a supervisor or an extra manager.
- You still need to micromanage your support agents.
- WISMO (Where Is My Order) flood; cannot respond immediately due to insufficient human resources.
- Support feels more like a “returns department” than a “help department”.
- It’s getting harder to keep good people.
- You’re losing sales in real time because you can’t respond to “Does this fit?”.
Since we have identified the problems you may be facing in your e-commerce customer service department, let’s dive into why and from where you can outsource customer service for e-commerce.
Why You Need to Outsource Customer Service for Your E-Commerce Brand Right Now
Solutions
- You don’t want the headache of the training, hiring, and firing process.
- Currently, you are spending $20 to $25 per support agent, but you can hire a $5 per hour support agent.
- You don’t need to hire an extra manager or supervisor. VA companies assign supervisors for FREE for your project.
Lastly, you don’t feel overwhelmed or worried about whether your support agents are working properly or not.
You just need a weekly meeting with the manager of your outsourced team to check if they are helping you increase sales and reduce operational costs.
Providing you with the best service becomes their headache, not yours.
Now you may be thinking: Should I go with an outsourcing customer care company as an e-commerce business owner?
The answer is yes, you should. Let me guide you to find the right partner.
How to Find the Right Outsourced Partner for Your E-Commerce Brand That Can Meet Your Expectations
Just search on Google for “e-commerce customer support service provider.” You will find the first 10 providers. Email or message them the following:
Message or email
Example 1: “I am currently facing a major challenge with my e-commerce business. My customer support costs per head are increasing, but I am not seeing the expected return in sales. In fact, most of my customers are leaving the site during or after a support interaction without completing their purchase.”
Example 2: “I am looking for a solution that can:
Reduce the cost to serve while maintaining high-quality responses.
Increase conversion rates by turning support inquiries into sales opportunities.
Automate routine queries so my team can focus on closing high-value deals.”
After having meetings with them, you will know who is the right fit for you.
To make your research easier, let’s book a call with AGTVA360. They are waiting for you now.
Now I will let you know about some highly important confidential information you need to be concerned about.
How Can I Safely Trust Outsourced Agents With Customers’ Credit Card Details?
This is a very common worry, and honestly, you should be thinking about this.
The key thing to understand is that you are not supposed to trust agents with credit card data in the first place.
In a proper setup, agents never see or store full credit card details of your customers. Orders are processed through secure gateways.
On top of that, access is limited, calls are monitored, and agents work under strict NDAs. So instead of hoping people do the right thing, the system itself makes misuse practically impossible.
How Can I Make Sure Outsourced Agents Don’t Steal or Misuse My Customer Data?
You don’t protect customer data by trusting people. You protect it by controlling access. Outsourced agents should only see the information required to resolve a query, with everything else locked behind permissions.
Their activity is monitored, access is limited, actions are logged, and NDAs are mandatory. When the system is set up this way, data misuse is not possible.
Will Outsourced Agents Sound Robotic and Dilute My Brand Voice?
Only if the setup is poor. Outsourced agents don’t sound robotic by default. Their tone depends on how they are trained and managed.
There are some points on how a professional outsourcing provider handles this issue:
- Outsourced agents only sound robotic when they are not trained properly.
- With the right setup, they follow your tone, not a generic script.
- When the setup is done right, customers do not realise support is outsourced.
- Quality checks or a supervisor will catch issues before customers notice.
So outsourced agents don’t sound robotic. It depends on training, which teams like AGTVA360 focus on getting right.
How Can a Support Agent Advise My Customer Without Hands-On Product Experience?
Your support agents don’t need to touch the product to advise customers properly.
What they actually need is clear product information, common customer questions, and guidance on what they can and cannot say. That covers most real situations.
And when something falls outside that scope, it is simply escalated instead of guessed. So customers get accurate answers and mistakes are avoided.
Can Your English Support Handle Us, UK, and Australian Accents Naturally?
Yes, if the team is trained properly.
English support is not just about speaking the language. Agents are trained to understand how customers in the US, UK, and Australia actually talk, so replies feel natural and not scripted.
When training is done right, your customers don’t notice any difference in accents.
Is It Safe to Give Third-Party Staff Access to My Shopify or Amazon Dashboard?
Yes, when access is controlled properly by you.
You are not giving full control of your store. Agents only get limited, role-based access to handle support tasks like viewing orders or updating tickets.
Sensitive areas such as financial reports, payouts, customer exports, and core settings remain restricted.
What really matters is the type of company you work with. Reputable providers follow recognised data security standards such as ISO 27001, SOC 2, PCI-DSS, and GDPR-aligned practices. These standards exist to ensure customer data is accessed only when necessary, logged properly, and never misused.
All activity is tracked and monitored, and access can be revoked instantly if needed.
When permissions and security standards are handled correctly, your store stays secure while support runs smoothly the same security-first approach used by providers like AGTVA360.
How Do I Stop Simple Questions From Being Escalated Back to Me?
This is almost always a setup problem, not a people problem.
If agents don’t know what they are allowed to decide, they escalate everything to stay safe. Clear playbooks, common scenarios, and defined authority remove that confusion.
Once expectations are clear, routine questions stay with the support team, so you don’t need to worry about this issue.
How Can New Agents Be Trained Fast During Launches or Peak Sales Like Black Friday?
You don’t need to train agents during rush time.
Agents are prepared before the launch with updated product notes, pricing, and common questions. That way, when traffic spikes, they are following the clear guidelines you provide.
This is how teams scale during busy periods without chaos or wrong answers.
Conclusion
If you are still with me then I am definitely sure that you already got the details you need for youtsourcing ecommerce customer support. Still you are confused or you need a consult from expert then book a call with AGTVA360. My team will consult you for FREE.
