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Retail & eCommerce

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Dedicated support services for retail & eCommerce companies

Our virtual receptionists can provide knowledgeable assistance to handle any customer inquiries that retail and eCommerce companies may have. Here are just a few of the tasks our staff can process for you:


Handling customer service

We can quickly and efficiently manage a wide range of customer service requests, such as complaints, refunds, product inquiries, shipping questions, and more. Our team is well-equipped to provide the necessary support customers need.


Technical assistance

Our technicians are highly trained in addressing technical issues related to online shopping or other products sold by our clients. We strive to provide comprehensive solutions that quickly resolve any problems customers may encounter.


Generating sales leads

We can identify potential customers and generate meaningful sales leads for our clients. Our agents are knowledgeable about our client’s products, services, and offerings, enabling us to provide qualified leads with the utmost accuracy.

Inbound and outbound sales

Our sales services are designed to help boost sales and client retention by providing high-quality customer support. Our team is always available to answer questions or address inquiries in order to ensure a positive customer experience.


What’s a missed call worth to your retail or eCommerce business?

More than just an answering service, we can handle everything — from processing inbound sales, providing customer service, inputting data directly in your CRM and calendar, connecting customers directly to your phone, and more.

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Never stop selling

Online shopping has made retail possible around the clock, but who is available to answer the call when customers have questions, want to return items, or want to make purchases in the middle of the night?


Be open 24/7/365

Providing customer service around the clock is essential for any business in retail and eCommerce. Our answering and live chat services can ensure that customers can get help whenever they need it, improving customer satisfaction and loyalty.

Offer bilingual support (English & Spanish)

With bilingual support, our answering and live chat services provide a more inclusive experience for customers who may not be comfortable communicating in English. This helps create a sense of community with customers from different backgrounds, fostering trust between your business and the people it serves.

Increase customer retention rates

Our service is designed to help boost customer retention rates by providing high-quality customer support. Our team makes your store available to customers whenever they reach out, keeping customers coming back time after time.

Scale with your sales

Retail and eCommerce businesses can experience rapid growth at any time. With our answering and live chat services, you can easily scale up your customer service capabilities to meet the demands of an increasing customer base without any disruption in service.


Hear why thousands of companies choose Go Answer.

Real people only.
Robots not allowed.

Warm & friendly voices

At Go Answer, we understand the value of real conversations with real people. Your customers can always count on having a friendly conversation with a real life human being.

Expertly trained

Go Answer’s contact center staff provide knowledgeable service and exemplary support. We specialize in providing inbound and outbound sales services for retail and eCommerce companies, giving them the power to optimize their customer service operations with features like 24/7/365 availability, bilingual support, and the ability to quickly scale as needed.


Did you know?

  • 68% of consumers say they are willing to pay more for products and services from a brand known to offer good customer service experiences.
  • 65% of customers call phone numbers for product research.

We integrate with the technology your eCommerce business relies on

Go Answer seamlessly plugs into the tools you already use.


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Have more questions? Call us at 888-462-6793

How to Outsource eCommerce Customer Service: The Comprehensive Guide

Did you know that customer service can make or break your eCommerce business? Research shows that 89% of consumers have switched to doing business with a competitor following a poor customer experience. Outsourcing eCommerce customer service can be a game-changer for your business, offering cost savings, access to expertise, and the ability to scale your operations. But how do you go about it, and what should you consider when choosing a partner? In this comprehensive guide, we will cover everything you need to know to successfully outsource your eCommerce customer service.

Key takeaways:

  • Outsourcing eCommerce customer service offers cost efficiency, specialized knowledge, scalability, and the ability to adjust to changing demand.
  • Go Answer is an excellent choice for eCommerce customer service outsourcing with full-service call center support available 24/7 in both English and Spanish.
  • Leveraging technology such as live web chat AI and data analytics can optimize eCommerce customer service outsourcing for improved response times and better customer satisfaction.


Understanding eCommerce Customer Service Outsourcing

Outsourcing eCommerce customer service means engaging a third-party company to manage inquiries and respond to customers who have queries, require assistance, or are contacting your brand with the help of their customer service team. By outsourcing customer service, you can reduce expenses, enhance productivity, and tap into a larger talent base.

However, this approach is not without its challenges. Let’s delve deeper into the benefits, potential challenges, and types of tasks that can be outsourced.

Benefits of Outsourcing

Outsourcing customer service for eCommerce businesses can provide numerous advantages like cost efficiency, specialized knowledge, and the ability to adjust to changing demand. By partnering with an outsourcing firm, you can increase revenue and reduce expenditure, as these firms provide outsourced customer service that is tailored to your specific needs. Additionally, outsourcing firms have access to skilled customer service agents who can optimize revenue while reducing costs.

Scalability is another significant benefit of outsourcing. As your business grows or experiences fluctuations in demand, outsourcing firms can provide services that maximize revenue while minimizing expenditure. This flexibility allows you to focus on other aspects of your business while maintaining excellent customer service.

Potential Challenges

Despite the benefits, outsourcing eCommerce customer service can present challenges, such as language barriers, cultural disparities, and ensuring quality control. Language barriers can lead to miscommunications and misunderstandings, while cultural differences can result in varying expectations and preferences among customers. To overcome these challenges, retail and eCommerce companies should confirm that their outsourcing partner has a comprehensive training program, quality assurance procedures, and an effective system for monitoring performance.

Another potential challenge is the temptation to select a cost-effective outsourcing solution that may compromise customer service quality, especially when it comes to inbound call center services. It is essential to strike a balance between cost and quality to ensure customer satisfaction and loyalty.

What Types of Customer Service Tasks Can Be Outsourced?

Various customer service tasks can be outsourced through center outsourcing, including outsourcing customer support, live chat, email support, and social media management. Call center support, for instance, provides telephone-based customer support and support through other digital channels such as text messages and social media.

By outsourcing these tasks, you can ensure that your customers receive a seamless and consistent experience across all platforms.

When to Consider Outsourcing eCommerce Customer Service

Knowing when to consider outsourcing eCommerce customer service is crucial for your business’s growth and success. Some key indicators that it may be time to outsource include rapid business growth, limited in-house resources, or international and global expansion.

Let’s explore these scenarios in more detail.

Rapid Business Growth

During times of rapid business growth, your customer service resources may struggle to keep up with the increasing demand. Outsourcing customer service can provide the additional support your business needs to maintain customer satisfaction and brand loyalty.

By enlisting the help of an outsourced customer service team, you can focus on your core competencies, allowing your business to continue growing.

Limited In-House Resources

Limited in-house resources can hinder your ability to provide on-demand services and expand your brand. Outsourced support can be utilized to supplement your internal resources, ensuring that your customers receive the assistance they need when they need it.

This approach can help you save money, improve customer satisfaction, and drive sales.

International and/or Global Expansion

As your business expands into international markets, providing customer service in multiple languages and cultures becomes increasingly important. Outsourcing customer service can facilitate an exceptional customer experience by accommodating multiple languages and time zones. This approach ensures that customers in different countries are adequately served, fostering brand loyalty and customer satisfaction.

By outsourcing customer service, businesses can provide a consistent level of service to customers in different countries.


Implementing a Successful Outsourcing Strategy

To implement a successful outsourcing strategy, it is essential to define clear goals and expectations, ensure seamless integration with existing processes and systems, and monitor performance and metrics.

Let’s examine each of these steps in detail.

Defining Goals and Expectations

Establishing clear goals and expectations for the outsourced team is crucial to the success of your outsourcing strategy. This might include setting a specific average response time or resolving a certain percentage of customer issues within a defined period.

By clearly communicating these goals and expectations, you can ensure that the outsourced team remains focused on delivering the desired results.

Ensuring Seamless Integration

Ensuring a smooth transition when outsourcing eCommerce customer service is vital for maintaining a consistent customer experience. This can be achieved through an effective customer service strategy, which includes onboarding, a comprehensive questionnaire, an analysis of tickets, and a follow-up call to discuss findings.

By taking these steps, you can guarantee that the outsourced team integrates seamlessly with your existing processes and systems.

Monitoring Performance and Metrics

Monitoring performance metrics is essential to guarantee that customer service is being provided in an effective manner and that the team is able to adjust to changing conditions and handle the intricacies of each individual customer experience. This may involve tracking customer service metrics such as response time, customer satisfaction, and customer retention.

By closely monitoring these metrics, you can ensure that your outsourcing strategy remains successful and achieves the desired results.

Leveraging Technology in eCommerce Customer Service Outsourcing

Technology can play a pivotal role in enhancing your outsourced eCommerce customer service. By utilizing live web chat, AI, omnichannel support, and data analytics, you can optimize your customer service and ensure a seamless experience for your customers.

These tools can help you provide faster response times, better customer service, and improved customer satisfaction.

Utilizing Live Web Chat to Supplement a Call Center

Live web chat is a powerful tool that enables customers to interact with customer service agents in real-time through a web-based chat window. By leveraging live web chat to supplement your call center support, you can provide a more comprehensive customer experience, increasing satisfaction and loyalty.

Live web chat can help to reduce customer wait times, improve customer service response times, and provide customer support.

Experimenting with Artificial Intelligence Without Using Chat Bots

AI can be used to enhance customer service without relying solely on chatbots. For example, natural language processing and sentiment analysis can help agents better understand customer intent and preferences. Leveraging AI in this way can lead to more personalized and efficient customer service, ultimately improving customer satisfaction.

AI can be used to provide a more tailored customer experience. By leveraging AI, customer service agents can provide better customer service.

Implementing Omnichannel Support

Omnichannel support ensures a consistent customer experience across all platforms. By implementing this approach, your customers can interact with your business through their preferred communication channel, whether it be via phone, email, or live chat.

This consistency across channels can lead to increased customer satisfaction and loyalty.

Harnessing Data Analytics

Data analytics involves gathering, analysing, and interpreting data to gain insights and make informed decisions. By harnessing data analytics, you can enhance customer service processes and strategies by offering personalized customer experiences, improved customer service, improved decision-making, increased operational efficiency, and improved business performance.

Selecting the Right Outsourcing Partner

Choosing the right customer service partners is crucial for the success of your eCommerce customer service outsourcing strategy. To find the best fit for your business, you should assess potential partners based on their experience, expertise, location, and training practices.

Experience is key when it comes to customer service outsourcing. Look for a partner that has a proven track record.

Assessing Experience and Expertise

When evaluating potential outsourcing partners, consider their experience in eCommerce customer service and their proficiency in the tasks you wish to outsource. A proven track record of success can be a good indicator of their capabilities and can help you make an informed decision when selecting the right partner.

Onshore vs. Offshore Options

When comparing onshore and offshore outsourcing options, consider factors such as cost, language, and cultural aspects. While offshore outsourcing can be more cost-effective due to lower labor costs, onshore outsourcing may provide better quality control and communication.

Take the time to weigh the pros and cons of each option to determine the best fit for your business.

Evaluating Training and Quality Assurance

Assess the training and quality assurance practices of potential outsourcing partners to ensure that their customer service agents are knowledgeable and capable of delivering the highest quality of customer service. This may involve inquiring about their training program, quality assurance procedures, and monitoring processes.

These practices should be evaluated to ensure that customer service agents are well-trained and knowledgeable in the field.

Why Go Answer is Your Best Option for eCommerce Customer Service Outsourcing

Go Answer is a top choice for eCommerce customer service outsourcing, offering full-service call center support, live web chat, bilingual agents, and 24/7 availability.

Here are some reasons why Go Answer stands out among other outsourcing providers. They provide a comprehensive suite of services, including customer service, technical support, order processing, and more.

Full-Service eCommerce Call Center Support

Go Answer provides comprehensive call center support for eCommerce businesses. Their experienced customer service agents are well-versed in handling a wide array of technology integrations, ensuring that your business receives the best possible support.

Their customer service agent team is trained to provide personalized customer service, quickly resolving any issues that may arise.

We Can Also Do Live Web Chat to Support Your Customers

In addition to call center support, Go Answer also offers live web chat support. This service can enhance the customer experience by providing quick and convenient support. It can also foster customer relationships and boost satisfaction and conversions.

Our Bilingual Customer Service Agents Speak English and Spanish

Go Answer’s bilingual customer service agents are proficient in both English and Spanish, ensuring that your customers receive the assistance they need in their native language.

This can lead to enhanced customer engagement, improved brand growth, and heightened customer satisfaction.

We Are Available 24/7/365, So Your Business Can Be Too

Go Answer’s around-the-clock availability ensures that your business is always supported, providing customers with the assistance they need when they need it.

By partnering with Go Answer, you can focus on growing your business while knowing that your customer service needs are in capable hands.


In conclusion, outsourcing eCommerce customer service can provide numerous benefits for your business, such as cost savings, access to expertise, and scalability. By following the steps outlined in this comprehensive guide and partnering with a reliable outsourcing provider like Go Answer, you can ensure the success of your eCommerce customer service outsourcing strategy and ultimately improve customer satisfaction and loyalty.

Frequently Asked Questions

Can customer service be outsourced?

Yes, customer service can be outsourced to third-party providers that focus on hiring experienced customer support reps with an enthusiasm for a company’s products and brand.

These providers can provide a cost-effective solution for companies that need to provide customer service but don’t have the resources to do it in-house. They can also help to ensure that customers receive the best possible service.

Is it better to outsource customer service?

Outsourcing customer service is a great way to save money and take pressure off internal teams, while still delivering high-quality service. Benefits like unlocking massive savings make it an attractive option for brands.

What technology can be utilized in eCommerce customer service outsourcing?

Live web chat, AI, omnichannel support, and data analytics are effective technologies that can be utilized in eCommerce customer service outsourcing.

How can I ensure a successful outsourcing strategy?

To ensure a successful outsourcing strategy, define clear goals and expectations, ensure seamless integration with existing processes and systems, and monitor performance and metrics.

This will help to ensure that the outsourcing strategy is successful and that the desired outcomes are achieved. It is important to have a clear understanding of the goals and expectations of the project, as well as the processes and systems that will be used.

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