--- title: Why outsource e-commerce customer service? description: Outsourcing E-commerce customer service is the new optimal solution. If you're looking to improve your operations and costs, it is perfect for you too. image: https://www.wearefiber.com/hubfs/Imported_Blog_Media/e-commerce-customer-support-300x199.jpg --- [![](https://www.wearefiber.com/hs-fs/hubfs/Risorsa%2037.png?width=273&height=90&name=Risorsa%2037.png)](https://www.wearefiber.com/en/) - [Approach](https://www.wearefiber.com/en/approach) - [About](https://www.wearefiber.com/en/about) - [CSR projects](https://www.wearefiber.com/en/blog/tag/csr-projects) - [Knowledge base](https://www.wearefiber.com/en/blog/tag/knowledge-base) - [Governance](https://www.wearefiber.com/en/governance) - [Blog](https://www.wearefiber.com/en/blog) - [Careers](https://www.wearefiber.com/it/careers) - [Contacts](https://www.wearefiber.com/en/contacts) - [Customer Service](https://www.wearefiber.com/en/customer-service-in-outsourcing) - [Ticket management](https://www.wearefiber.com/en/ticket-management-in-outsourcing) - [Digital customer care](https://www.wearefiber.com/en/digital-customer-care) - [Help Desk](https://www.wearefiber.com/en/help-desk-in-outsourcing) - [Chatbot](https://www.wearefiber.com/en/chatbot-in-outsourcing-1) - [Booking office](https://www.wearefiber.com/en/booking-office-outsourcing) - [Smart assistance](https://www.wearefiber.com/en/smart-assistance-in-outsourcing) - [Back Office](https://www.wearefiber.com/en/back-office-in-outsourcing) - [Data entry](https://www.wearefiber.com/en/data-entry-outsourcing) - [Data enrichment](https://www.wearefiber.com/en/data-enrichment) - [Document management](https://www.wearefiber.com/en/gestione-documentale) - [Logistic management](https://www.wearefiber.com/en/gestione-logistica) - [Order management](https://www.wearefiber.com/en/gestione-ordini) - [Process Management](https://www.wearefiber.com/en/process-management-in-outsourcing) - [Control room](https://www.wearefiber.com/en/control-room-outsourcing) - [Quality audit](https://www.wearefiber.com/en/quality-audit-in-outsourcing) - [Robotic process automation](https://www.wearefiber.com/en/robotic-process-automation-in-outsourcing) - [Outbound Marketing](https://www.wearefiber.com/en/outbound-marketing) - Industry - [Healthcare](https://www.wearefiber.com/en/healthcare-in-outsourcing) - [Ecommerce](https://www.wearefiber.com/en/ecommerce-in-outsourcing) - [Food delivery](https://www.wearefiber.com/en/food-delivery-in-outsourcing) - [Retail](https://www.wearefiber.com/en/retail-in-outsourcing) - [Finance & Insurance](https://www.wearefiber.com/en/finance-e-insurance-in-outsourcing) - [Mobility](https://www.wearefiber.com/en/mobility-in-outsourcing) - [Travel](https://www.wearefiber.com/en/travel-in-outsourcing) - [B2B services](https://www.wearefiber.com/en/b2b-services-in-outsourcing) - [Approach](https://www.wearefiber.com/en/approach) - [About](https://www.wearefiber.com/en/about) - [CSR projects](https://www.wearefiber.com/en/blog/tag/csr-projects) - [Knowledge base](https://www.wearefiber.com/en/blog/tag/knowledge-base) - [Governance](https://www.wearefiber.com/en/governance) - [Blog](https://www.wearefiber.com/en/blog) - [Careers](https://www.wearefiber.com/it/careers) - [Contacts](https://www.wearefiber.com/en/contacts) # Why outsource e-commerce customer service? March 25, 2019 5 minutes to read A lot of people spend a great amount of time in the virtual environment. Thus, companies' strategies have changed to adopt new trends. In particular, **e-commerce** has seen a boost in the late years as many transactions take place online. People have busy schedules and look for fast solutions for their problems. Trying to get along with this, has led to finding new low-cost and effective methods to afford the flow.  The first contact with customers is very important. Hence having a qualified **e-commerce customer service** team is great support in flow management and **brand loyalty**.   ## Customer Service in E-commerce   **E-commerce Customer Service** is the** Customer Support Service** provided in online stores. It is delivered via various channels like **live chat,** contact center, social media, and others. Qualitative Customer service in E-commerce is an important indicator of a company's success. It is a Make it or Break it element. Customers that have a negative experience with the **customer service team** tend to not get back to that brand again. Considering the big number of e-commerce available, the churn rate may be high if not paid attention. In addition, they may write about their bad experience online and within a couple of hours or days, everything may go viral. It is easier to destroy the reputation than to build it.   On the other hand, the same chain reaction takes place when having a positive encounter with the **customer service team**.  It may turn a one-time customer into a **loyal** one. Moreover, it can have a positive influence on the **word of mouth**. > The result? A happy ever after relationship.   ### Brick and Mortar *and* E-commerce Customer Service   There is a big difference in the way the **customer service team** approaches clients based on the **environment** the transaction takes place. For instance,  in **Brick and Mortar stores**, it is simple to analyze **customer behavior** and create the appropriate strategy to approach them. The physical interaction makes it easier to have a mutual understanding. Therefore, customers can perceive **better customer service** in store than online.   On the other hand, for the **e-commerce customer service** **team**, the interaction may be difficult. Lack of physical contact and body language analysis lead to problems in maintaining the conversation. As a result, **virtual conversations** might not be as effective as real ones. The person behind the **chat** or **phone** has to consider the tone of the **voice** or word choice to make the conversation smother. Hence, the difficulty level increases.  **Creating** **a connection** and **building trust** is one of the main concerns in this field. Thus, companies try to recruit staff rich in communication skills and **active listening**. They should listen to **understand** not to **reply** for the sake of it.   > Many e-commerce are well known for their customer service. Amazon is one of them.   Listed as one of 20 companies with great customer service by Forbes in 2018, its success may be partly because of the **customer service quality**. Turned into a cliche but true, the customers will never forget how you made them **feel**. So, investing in relationships is the best thing to do in terms of loyalty.   **E-commerce customer service** cannot be easily trusted to every company. In addition, outsourcing may look like a loss of control when is actually different than it seems. The main purpose of **outsourcing** companies is to come of help to companies asking for it. But why reach the point of outsourcing such service?   ![](https://www.wearefiber.com/hs-fs/hubfs/Imported_Blog_Media/e-commerce-customer-support-300x199.jpg?width=671&height=445&name=e-commerce-customer-support-300x199.jpg) ## Outsourcing E-commerce Customer Service   As already known, **human capital** is very **expensive**. This is why companies are trying to automate most of their processes. However, when it comes to **purchasing** experiences, even more online, human interaction is necessary to facilitate the process. Therefore, outsourcing is an optimal solution to **reduce costs**. Different standards of payment in various countries have made many companies consider it a positive move in terms of **cost savings**. Consequently, manufacturing companies in the United States and worldwide, for many years have transferred their processes outside their countries because of **cheap labor**. Time has shown that this is effective and efficient for services too. **Outsourcing services** such as **customer care** and focus on the **core business,** can improve the quality delivered to customers and at the same time reduce costs.   Another equally important reason to **outsource e-commerce customer service** is the **multilingual** availability. This is a crucial element in delivering positive **customer experience**. In Albania, for example, most of the youngsters speak at least two languages. If while speaking on the phone, the agent understands the origin of the customer, he may kindly switch to his language making the conversation more interactive and **comfortable**. Even though many complaints and debates have been generated related to the **accent** of the **customer representatives**, the positive aspects seem to be greater.   In addition, it is always suggested to have a backup plan. In investment strategies, companies are advised to not hold all the eggs in one basket. Suppose that a problem occurs in the company and it is impossible to work or an increase in the number of customers contacting the company happens. It would cause a huge **reaction** from customers. They do not consider the possibility of something going wrong as long as they **pay** for it. Therefore the effect would be negative.   ### We Are Fiber   We Are Fiber is the best **partner** around to **trust** your customer support service. With great experience and **professionalism**, we are always looking forward to helping our clients. Our **attitude** makes us stand out from the crowd. The continuous **assistance** offered to clients is the best path to guide each other toward a common understanding. On the other hand, it would be a bonus for any company [**outsourcing the customer service**](https://www.wearefiber.com/en/customer-care/), because it would mean outsourcing also the management and holidays at low cost.  All in all, it is a favorable situation for all parties involved.   You are one **click** away from reaching us in the following **contact** methods. We are ready to begin our unforgettable **journey** together. Are you?   Don't hesitate to contact us! Go to the [Contact Form ](https://www.wearefiber.com/en/schedule/)or write us at [info@wearefiber.com](mailto:info@wearefiber.com) Phone (It) +39 02 42 10 11 22 Phone (Uk) +44 20 38 70 44 08 - - - - - [mailto:?subject='https://www.wearefiber.com/en/blog/2019/03/25/why-outsource-e-commerce-customer-service'](mailto:?subject='https://www.wearefiber.com/en/blog/2019/03/25/why-outsource-e-commerce-customer-service') [Ecommerce and order management](https://www.wearefiber.com/en/blog/tag/ecommerce-and-order-management), [Social and customer care service](https://www.wearefiber.com/en/blog/tag/social-and-customer-care-service) ### Recent posts ### Post tag - [Social and customer care service (100)](https://www.wearefiber.com/en/blog/tag/social-and-customer-care-service) - [Outsourcing and Process management solutions (62)](https://www.wearefiber.com/en/blog/tag/outsourcing-and-process-management-solutions) - [Data entry solutions (27)](https://www.wearefiber.com/en/blog/tag/data-entry-solutions) - [Back office and help desk solutions (26)](https://www.wearefiber.com/en/blog/tag/back-office-and-help-desk-solutions) - [Ecommerce and order management (25)](https://www.wearefiber.com/en/blog/tag/ecommerce-and-order-management) - [Teleselling and telemarketing (17)](https://www.wearefiber.com/en/blog/tag/teleselling-and-telemarketing) - [Logistics management and food delivery (6)](https://www.wearefiber.com/en/blog/tag/logistics-management-and-food-delivery) - [Knowledge base (5)](https://www.wearefiber.com/en/blog/tag/knowledge-base) - [CSR Projects (2)](https://www.wearefiber.com/en/blog/tag/csr-projects) - [healthcare (1)](https://www.wearefiber.com/en/blog/tag/healthcare) See all ## Related Posts ## [Customer care: how to reach 99% satisfaction](https://www.wearefiber.com/en/blog/2021/02/26/customer-care-how-to-reach-99-satisfaction) January 31, 2022 The **Covid-19 pandemic** has profoundly changed the relationships between people, but also the... [CONTINUE READING](https://www.wearefiber.com/en/blog/2021/02/26/customer-care-how-to-reach-99-satisfaction) ## [Looking to optimize customer care in the healthcare sector? Outsource it!](https://www.wearefiber.com/en/blog/looking-to-optimize-customer-care-in-the-healthcare-sector-outsource-it) April 14, 2023 The healthcare sector is constantly evolving, and customer care is becoming an increasingly... [CONTINUE READING](https://www.wearefiber.com/en/blog/looking-to-optimize-customer-care-in-the-healthcare-sector-outsource-it) ## [CRM can reduce the costs of your company: here's how](https://www.wearefiber.com/en/blog/2021/03/09/crm-can-reduce-the-costs-of-your-company-heres-how) January 31, 2022 **CRM, or customer relationship management**, refers to managing the relationship your business has... [CONTINUE READING](https://www.wearefiber.com/en/blog/2021/03/09/crm-can-reduce-the-costs-of-your-company-heres-how) [![logo bianco WAF](https://www.wearefiber.com/hs-fs/hubfs/logo%20bianco%20WAF.png?width=170&height=54&name=logo%20bianco%20WAF.png "logo bianco WAF")](https://www.wearefiber.com/it) #### [Certifications](https://www.wearefiber.com/it/le-nostre-certificazioni) | ![27002-588x600](https://www.wearefiber.com/hs-fs/hubfs/27002-588x600.png?width=50&name=27002-588x600.png) ![data destruction](https://www.wearefiber.com/hs-fs/hubfs/data%20destruction.png?width=50&height=50&name=data%20destruction.png) ![SOC 2 TYPE 1](https://www.wearefiber.com/hs-fs/hubfs/SOC%202%20TYPE%201.png?width=40&height=55&name=SOC%202%20TYPE%201.png) | ![iso_0000_Livello-3](https://www.wearefiber.com/hs-fs/hubfs/iso_0000_Livello-3.png?width=50&height=50&name=iso_0000_Livello-3.png) ![icon green](https://www.wearefiber.com/hs-fs/hubfs/icon%20green.png?width=50&height=50&name=icon%20green.png) ![soc-2](https://www.wearefiber.com/hs-fs/hubfs/soc-2.png?width=43&height=58&name=soc-2.png) | ![iso_0002_Livello-1](https://www.wearefiber.com/hs-fs/hubfs/iso_0002_Livello-1.png?width=50&name=iso_0002_Livello-1.png)![pci](https://www.wearefiber.com/hs-fs/hubfs/pci.png?width=50&height=50&name=pci.png)   | | --- | --- | --- | #### Contacts [info@wearefiber.com](mailto:info@wearefiber.com) Rruga “Don Bosko”, Kompleksi "Don Bosko", Kulla 7, kati I-re Tiranë #### Company - [Our story](https://www.wearefiber.com/en/about) - [Vision](https://www.wearefiber.com/en/approach) - [Meet our team](https://www.wearefiber.com/en/approach) - [Career](https://www.wearefiber.com/en/careers) #### Insights - [Blog](https://www.wearefiber.com/en/blog) - [Knowledge base](https://www.wearefiber.com/en/blog/tag/knowledge-base) #### Services - [**Customer Service**](https://www.wearefiber.com/en/customer-service-in-outsourcing) - [Ticket Management](https://www.wearefiber.com/en/ticket-management-in-outsourcing) - [Digital Customer Care](https://www.wearefiber.com/en/digital-customer-care) - [Chatbot](https://www.wearefiber.com/en/chatbot-in-outsourcing-1) - [Booking Office](https://www.wearefiber.com/en/booking-office-outsourcing) - [Smart Assistance](https://www.wearefiber.com/en/smart-assistance-in-outsourcing) - [**Back office**](https://www.wearefiber.com/en/back-office-in-outsourcing) - [Data Entry](https://www.wearefiber.com/en/data-entry-outsourcing) - [Data Enrichment](https://www.wearefiber.com/en/data-enrichment) - [Document Management](https://www.wearefiber.com/en/gestione-documentale) - [Logistic Management](https://www.wearefiber.com/en/gestione-logistica) - [Order Management](https://www.wearefiber.com/en/gestione-ordini) - [**Process Management**](https://www.wearefiber.com/en/process-management-in-outsourcing) - [Control room](https://www.wearefiber.com/en/control-room-outsourcing) - [Quality Audit](https://www.wearefiber.com/en/quality-audit-in-outsourcing) - [Robotic Process Automation](https://www.wearefiber.com/en/robotic-process-automation-in-outsourcing) - [**Outbound Marketing**](https://www.wearefiber.com/en/outbound-marketing) #### Industries - [Healthcare](https://www.wearefiber.com/en/healthcare-in-outsourcing) - [Ecommerce](https://www.wearefiber.com/en/ecommerce-in-outsourcing) - [Food delivery](https://www.wearefiber.com/en/food-delivery-in-outsourcing) - [Retail](https://www.wearefiber.com/en/retail-in-outsourcing) - [Finance & Insurance](https://www.wearefiber.com/en/finance-e-insurance-in-outsourcing) - [Mobility traveler](https://www.wearefiber.com/en/mobility-in-outsourcing) - [B2B Services](https://www.wearefiber.com/en/b2b-services-in-outsourcing) #### Newsletter ###### Follow us on - [Privacy Policy](https://www.wearefiber.com/en/privacy-policy) - [Cookie Policy](https://www.wearefiber.com/en/cookie-policy) - [Terms & Conditions](https://www.wearefiber.com/en/termini-e-condizioni) Back to top ```json { "@context" : "http://schema.org", "@type" : "BlogPosting", "articleBody" : "A lot of people spend a great amount of time in the virtual environment. Thus, companies' strategies have changed to adopt new trends. In particular, e-commerce has seen a boost in the late years as many transactions take place online. People have busy schedules and look for fast solutions for their problems. Trying to get along with this, has led to finding new low-cost and effective methods to afford the flow. The first contact with customers is very important. Hence having a qualified e-commerce customer service team is great support in flow management and brand loyalty. Customer Service in E-commerce E-commerce Customer Service is the Customer Support Service provided in online stores. It is delivered via various channels like live chat, contact center, social media, and others. Qualitative Customer service in E-commerce is an important indicator of a company's success. It is a Make it or Break it element. Customers that have a negative experience with the customer service team tend to not get back to that brand again. Considering the big number of e-commerce available, the churn rate may be high if not paid attention. In addition, they may write about their bad experience online and within a couple of hours or days, everything may go viral. It is easier to destroy the reputation than to build it. On the other hand, the same chain reaction takes place when having a positive encounter with the customer service team. It may turn a one-time customer into a loyal one. Moreover, it can have a positive influence on the word of mouth. The result? A happy ever after relationship. Brick and Mortar and E-commerce Customer Service There is a big difference in the way the customer service team approaches clients based on the environment the transaction takes place. For instance, in Brick and Mortar stores, it is simple to analyze customer behavior and create the appropriate strategy to approach them. The physical interaction makes it easier to have a mutual understanding. Therefore, customers can perceive better customer service in store than online. On the other hand, for the e-commerce customer service team, the interaction may be difficult. Lack of physical contact and body language analysis lead to problems in maintaining the conversation. As a result, virtual conversations might not be as effective as real ones. The person behind the chat or phone has to consider the tone of the voice or word choice to make the conversation smother. Hence, the difficulty level increases. Creating a connection and building trust is one of the main concerns in this field. Thus, companies try to recruit staff rich in communication skills and active listening. They should listen to understand not to reply for the sake of it. Many e-commerce are well known for their customer service. Amazon is one of them. Listed as one of 20 companies with great customer service by Forbes in 2018, its success may be partly because of the customer service quality. Turned into a cliche but true, the customers will never forget how you made them feel. So, investing in relationships is the best thing to do in terms of loyalty. E-commerce customer service cannot be easily trusted to every company. In addition, outsourcing may look like a loss of control when is actually different than it seems. The main purpose of outsourcing companies is to come of help to companies asking for it. But why reach the point of outsourcing such service? Outsourcing E-commerce Customer Service As already known, human capital is very expensive. This is why companies are trying to automate most of their processes. However, when it comes to purchasing experiences, even more online, human interaction is necessary to facilitate the process. Therefore, outsourcing is an optimal solution to reduce costs. Different standards of payment in various countries have made many companies consider it a positive move in terms of cost savings. Consequently, manufacturing companies in the United States and worldwide, for many years have transferred their processes outside their countries because of cheap labor. Time has shown that this is effective and efficient for services too. Outsourcing services such as customer care and focus on the core business, can improve the quality delivered to customers and at the same time reduce costs. Another equally important reason to outsource e-commerce customer service is the multilingual availability. This is a crucial element in delivering positive customer experience. In Albania, for example, most of the youngsters speak at least two languages. If while speaking on the phone, the agent understands the origin of the customer, he may kindly switch to his language making the conversation more interactive and comfortable. Even though many complaints and debates have been generated related to the accent of the customer representatives, the positive aspects seem to be greater. In addition, it is always suggested to have a backup plan. In investment strategies, companies are advised to not hold all the eggs in one basket. Suppose that a problem occurs in the company and it is impossible to work or an increase in the number of customers contacting the company happens. It would cause a huge reaction from customers. They do not consider the possibility of something going wrong as long as they pay for it. Therefore the effect would be negative. We Are Fiber We Are Fiber is the best partner around to trust your customer support service. With great experience and professionalism, we are always looking forward to helping our clients. Our attitude makes us stand out from the crowd. The continuous assistance offered to clients is the best path to guide each other toward a common understanding. On the other hand, it would be a bonus for any company outsourcing the customer service, because it would mean outsourcing also the management and holidays at low cost. All in all, it is a favorable situation for all parties involved. You are one click away from reaching us in the following contact methods. We are ready to begin our unforgettable journey together. Are you? Don't hesitate to contact us! Go to the Contact Form or write us at info@wearefiber.com Phone (It) +39 02 42 10 11 22 Phone (Uk) +44 20 38 70 44 08", "author" : { "@type" : "Person", "name" : "kristina", "sameAs" : "", "url" : "https://www.wearefiber.com/en/blog/author/kristina" }, "dateModified" : "25/03/2019", "datePublished" : "25/03/2019", "headline" : "Why outsource e-commerce customer service?", "image" : { "@type" : "ImageObject", "height" : 400, "url" : "https://f.hubspotusercontent-eu1.net/hubfs/25104942/Imported_Blog_Media/e-commerce-customer-support-300x199.jpg", "width" : 750 }, "mainEntityOfPage" : "https://www.wearefiber.com/en/blog/2019/03/25/why-outsource-e-commerce-customer-service", "publisher" : { "@type" : "Organization", "logo" : { "@type" : "ImageObject", "url" : "https://25104942.fs1.hubspotusercontent-eu1.net/hubfs/25104942/Risorsa%2037.png" }, "name" : "", "url" : "www.wearefiber.com" } } ```