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The Best Ecommerce Apps for Outsourcing Customer Service

Customer service outsourcing helps your Ecommerce business meet expectations, as demand continues to grow.

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What is Customer Service Outsourcing within Ecommerce?

Customer Service Outsourcing  is when a trusted third party manages your customer service process, acting on your brand’s behalf to answer queries, resolve issues and improve key metrics such as response time and inventory churn.

Customer Service Outsourcing

What is LTVplus?

LTVplus is Expert Ecommerce Customer Service outsourcing that cares about conversion rate and retention.

What is

MyAlice

MyAlice offers conversational and social customer support – anywhere that your customers are. Monitoring all of your channels and responding with ease.

What is Opinew?

Opinew is a smart review platform for DTC brands showcasing reviews on their site from across the web for increased social proof and conversation rate.

What is Netcore?

Netcore is a customer engagement and experience platform that creates personalized digital experiences to fuel omni-channel growth.

What is Sendlane?

Sendlane is an email and SMS marketing platform that combines functionality with methodology to increase conversions and total revenue.

What is Carro?

Carro’s Brand Partnership tool is like going Shopping for products for your store, without a traditional wholesale relationship or any inventory commitments.

What is Rewind?

Rewind is an easy to use back up tool for your Shopify or BigCommerce store, providing peace of mind that when things break you will be able to fix them fast.

What is SMSBump?

SMSBump is the largest SMS marketing tool in the Shopify app market, designed specifically for Shopify with extremely robust functionality and features.

What is Gorgias?

All-in-One Customer Support Specifically Designed for Ecommerce

What is Viral Loops?

Viral Loops improves customer lifetime value by incentivizing word-of-mouth marketing in pre-sale and post-sale campaigns.

Why use Customer Service Outsourcing apps?

Positive customer experience interactions are key in acquisition and retention strategies. Reaching out for support or additional information suggests a strong purchase motivation. By outsourcing your customer service, you allocate a highly specialized and dedicated resource to this valuable area of your business operations. At the same time, you win back time for your existing team to be reallocated more effectively.

When should you be investing in Customer Service Outsourcing apps?

If your brand is growing rapidly (and you simply don’t have the time to market and recruit for the additional customer service staff you’d require), or if you’re looking to grow your cross-border ecommerce offering and expect to need multi-language support, then customer service outsourcing represents a clear opportunity.

Who is managing these Customer Service Outsourcing apps?

The process of outsourcing your customer service will be spearheaded by your Customer Support Manager. However, having a third party act as the public face of your brand is a big step. As a result, your Head of Operations, COO or even CEO are likely to be a part of a decision.

What are the most important Customer Service Outsourcing features?

When selecting a vendor to handle your customer service, you’ll need to be assured of their experience and expertise. A robust training process and internal quality checking of their agents should be an integral part of their operations. 

Consider the aspects of support which are most important to your business such as multi-language support, or upselling and cross selling as part of the support process. Decide on your success metrics in advance (such as conversion rates linked to a support interaction) to help you find the best fit for your business.

Finally, ask what this service can deliver in terms of additional insight. What measures do they have in place to help you learn from your customer support interactions? Feedback you receive from the customer service team (whether internal or external)  helps to direct your product development, conversion and customer approval ratings, so you’ll want to make sure this valuable data can be captured, delivered, and acted upon.

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