The competition in the eCommerce space has never been higher. With countless online stores offering similar products, prices, and shipping terms, one of the key aspects that helps businesses stand out from the crowd is the quality of customer service. Today, shoppers want to get personalized interactions and responsive assistance at every stage of their journey.
As the expectations of customers are continuously growing, it’s becoming more and more challenging for online retailers to deliver the desired level of service at scale on their own. However, cooperation with one of the reliable eCommerce call center companies can change the game.
But how to choose the right partner to work with?
Here are the key criteria that you should consider.
- Expertise in eCommerce. It’s better to look for partners who understand the specificity of online retail operations and seasonal demand fluctuations.
- Cost-effectiveness and scalability. Try to find eCommerce call center companies that offer competitive pricing and can ensure great flexibility during peak periods, while keeping the highest quality of services.
- Customer experience. Agents should be good at delivering empathetic communication that is a foundation of positive customer interactions and loyalty.
- Quality assurance and reporting. With well-established QA processes and transparent reporting, it is easier to track the performance of a support team and identify improvement areas.
If you are looking for a professional customer support partner, you should conduct comprehensive market research and analyze different variants. To facilitate this task for you, we’ve prepared a shortlist of the top eCommerce call center companies with relevant experience.
Simply Contact
The company started its business journey in 2013, and since then, it has been successfully working with customers from various sectors, including eCommerce and retail. Today, Simply Contact handles over 10 million customer requests annually and has a team of more than 600 professional agents.
Simply Contact offers flexible team sizing and tailored 24/7 omnichannel support to satisfy the needs of today’s online shoppers.
Agents are regularly trained to deliver brand-aligned communication. Meanwhile, AI-powered tools like chatbots and real-time translation ensure an enhanced customer experience.
Simply Contact meets PCI DSS, ISO 27001, ISO 27701, and GDPR standards and tightly monitors performance metrics. The company’s commitment to excellence is recognized through several awards, including Stevie Awards for Customer Service Outsourcing and European Contact Centre & Customer Service Awards.
SupportYouApp
SupportYouApp, founded in 2010, specializes in multilingual, omnichannel support services for eCommerce and other sectors. It offers flexible service packages to ensure the most feasible pricing for its clients.
Company’s agents can support your clients across phone, chat, email, and social media. Apart from this, SupportYouApp implements AI tools in its workflows to deliver fast, human-like responses and handle a larger number of inquiries per day.
The company’s processes are compliant with rigorous security and quality standards, including ISO 27001, PCI DSS, GDPR, and CCPA.
Helpware
Since 2015, Helpware has been offering tailored support across sectors, including e-commerce. The company delivers full omnichannel coverage, helping eCommerce businesses boost their sales and establish long-term, loyal relationships with buyers.
Helpware works with customers from all over the world and offers onshore, nearshore, and offshore models. The possibility to leverage different approaches allows businesses to reduce outsourcing costs by up to 70%
Created support teams are 100% dedicated to one business. Assigned managers continually monitor KPIs and goals.
1840 & Company
This company has been providing specialized contact center staffing and outsourcing for retail and e-commerce for more than 10 years already. Acting as an all-in-one global hiring and talent partner, it helps businesses achieve up to a 70% reduction in hiring costs.
1840 & Company offers flexible services that can be seamlessly adjusted to the specific goals and scales of each business. For example, apart from ongoing customer and technical support, its agents can deliver assistance in telemarketing and outbound campaigns, as well as in inbound and outbound call handling.
Sensée
The history of Sensée started more than 20 years ago. It was one of the pioneers of remote and hybrid contact center operations in the UK. Today, it works with top-tier retail and eCommerce brands and delivers fast customer resolutions.
The company relies on advanced tools like TeamTonic and AI@Work engine to find the right balance between the required workforce and operational demands. This helps ensure the highest level of services with fewer resources.
Final word
With the growing number of customer support companies, finding the right partner is not about comparing prices. You need to secure the best balance between cost and quality.
But in addition to this, you should find a company with approaches and values that fully align with your goals. With such a partner, you will be able to ensure seamless customer experiences and lasting growth for your business.
