Trying to manage every customer call and ticket yourself is too much work.
You built this business to innovate and lead, not to get buried under a mountain of "Where is my order?" requests.
You know that every minute your senior team spends on a return policy is a minute lost to scaling your revenue.
Without a professional support system, you risk burning out your best people and losing customers.
This guide goes over the top 6 outsourcing partners and AI tools that will take support off your plate.
First, we compare the best agencies for 2026.
Then, we show you how to pick the right partner for your specific store size.
Editor’s note: Want to hear some sample calls made for your Shopify store?
- Just paste your store URL
- Get sample calls in under 20 seconds (no email required)
- Listen to demo calls for my store
What is ecommerce customer service outsourcing?
Ecommerce customer service outsourcing is simply hiring an external company to manage your store's customer interactions.
Instead of building your own support team, you partner with a provider that handles everything from phone calls and live chats to emails and social media comments.
These third-party teams act as an extension of your brand. They use their trained agents and tech to solve customer issues, answer questions, and process returns whenever your customers need help.
This lets you offer professional support while you focus on other business parts.
Our criteria for choosing top providers
To put this list together, we focused on a few key things that matter to growing ecommerce brands. We wanted our recommendations to be practical and genuinely useful.
First, we looked for real ecommerce expertise, a solid understanding of platforms like Shopify and the usual challenges of online retail.
Scalability was another big one, since your support needs will definitely change during peak seasons. We also checked their channel coverage, giving a nod to those who can handle support everywhere.
Finally, we looked at their technology, security, and pricing, preferring partners with modern tools, key security certifications, and clear pricing.
Comparing the best ecommerce customer service outsourcing providers
The 6 best ecommerce customer service outsourcing services
Here’s a closer look at the top providers that can help you manage and scale your customer support.
1. Ringly.io
Ringly.io takes a unique, AI-first approach that’s built for Shopify stores. Its AI phone representative, Seth, answers calls 24/7 to handle common questions like "Where is my order?", process returns, and answer product FAQs.
It connects directly with Shopify for real-time info and currently supports over 2,179 brands.
Pros: You can get Seth set up in about three minutes, and it automates up to 73% of repetitive phone calls.
This frees up your team for more complicated issues. It also supports 40 languages and has a risk-free guarantee, so you don't pay until it resolves at least 60% of your calls.
Cons: Ringly.io is focused on phone support, so it won't replace a full BPO if you also need human agents for email, chat, and social media.
Pricing:
- Start Plan: $99/month for 250 call minutes.
- Grow Plan: $349/month for 1,000 call minutes.
- Scale Plan: $1,099+/month for 3,000+ minutes and custom integrations.
Why we included it: Ringly.io is designed for Shopify merchants who want to automate a high volume of phone inquiries, manage costs, and offer 24/7 support without hiring more people.
2. SupportYourApp
With over 14 years of experience, SupportYourApp is a global provider with a full range of services, including call center, live chat, and help desk support. They mix human agents with AI tools to deliver omnichannel care for established businesses.
Pros: A big plus is their massive language support, covering over 60 languages and operating 24/7/365, which is helpful for international brands.
Cons: Their pricing is quote-based, which may not be as transparent as some smaller businesses might prefer. Getting fully launched also takes about a month, which is slower than some software solutions.
Pricing:
- Pricing is customized to your needs and offered in three tiers: Essential, Growth, and Advanced.
Why we included it: SupportYourApp is a solid choice for established ecommerce businesses that need a secure, full-service partner with a proven history and global capabilities.
3. EverHelp
EverHelp acts as a growth partner by offering flexible team setups to match different business needs.
They provide customer support in over 30 languages and are known for their quality control and ability to build teams that fit a client's brand.
Pros: EverHelp's main strength is its three service models: Talent Only (they find people, you manage them), Shared Team (pay-per-ticket), and Dedicated Team (pay-per-agent). This flexibility lets you pick the right service level and cost. Their launch timeline is quick and organized, usually getting you live within a month.
Cons: Their contracts have a termination notice period (30 days for Shared and 90 for Dedicated), which is less flexible than a simple month-to-month plan.
Pricing:
- They offer three models: Talent Only (cost per agent), Shared Team (cost per ticket), and Dedicated Team (cost per agent).
Why we included it: EverHelp is a good fit for brands that want a custom team structure, whether that means just finding good talent or outsourcing a fully managed support team.
4. Hugo
Hugo is a modern outsourcing provider designed for fast-growing, digital brands.
They offer agile omnichannel support with a team made up entirely of college graduates with at least three years of professional experience.
Pros: Hugo's biggest draw is its clear and competitive pricing, starting at just $11 per hour. They also have a very low agent turnover rate (under 2% monthly), so your customers get to talk to a consistent, knowledgeable team. You can scale your team up or down with just 24 hours' notice, which is incredibly flexible.
Cons: Because their model is built around high-quality, dedicated teams, it might be more than what a very small business with low support volume needs.
Pricing:
- Starts at $11/hour per agent, which includes management, QA, and training.
Why we included it: Hugo is an excellent choice for startups and digital-first brands that need a flexible, scalable partner with a simple and affordable price tag.
5. TaskUs
TaskUs is a popular choice for fast-growing digital brands and is known for its nimble approach to customer experience.
They're especially good at channels that matter to modern audiences, like social media support and online community moderation.
Pros: TaskUs has deep expertise in trust and safety, making them a strong partner for brands that need to manage user-generated content. Their people-first culture helps reduce agent burnout, which leads to better, more engaged support for your customers.
Cons: Pricing is customized, so it's hard to guess costs upfront. Their operations are also mainly in the US and the Philippines, which might not be the best geographic fit for every global brand.
Pricing:
- Pricing is customized based on the client's scope and service needs.
Why we included it: TaskUs is the right partner for modern ecommerce stores that are active on social media and need a support team that gets their brand's voice and audience.
6. KDCI Outsourcing
KDCI Outsourcing is a Philippines-based provider that specializes in building custom, dedicated support teams.
Founded in 2011, they focus on creating personalized solutions, tailoring everything from workflows to agent scripts to match a client's brand.
Pros: The main benefit of working with KDCI is the cost savings from their offshore model. They're committed to a "culture match" to ensure brand alignment and use AI-powered tools to boost efficiency.
Cons: Like any offshore model, working with a team in a different time zone can sometimes create communication hurdles that need to be managed.
Pricing:
- Pricing is available on request and is tailored to the engagement model (FTE, Retainer, or Project-based).
Why we included it: KDCI is a solid option for online stores looking for a highly personalized, brand-aligned customer service team at a great price by using an offshore model.
How to choose the right partner
Picking the right partner is a big deal. You need a service that aligns with your brand, operations, and budget. Here are a few tips to help you decide.
First, figure out your core needs. Map out which channels you need to cover (phone, email, chat), your average monthly ticket volume, and the hours you need support.
This will help you filter for providers that fit your scale.
Next, look for proven e-commerce experience. A good partner should know your platform (like Shopify or Magento) and understand common retail problems.
Don't hesitate to ask for case studies or references from similar brands.
This video explains what to look for in an outsourcing partner to ensure they understand your products, platforms, and pressure points.
The AI alternative: Automating support
While traditional outsourcing provides more agents, it also requires management and training. For many ecommerce stores, the most time-consuming questions are repetitive ones about order status and returns.
This is where an AI-powered solution can be an efficient option.
Instead of hiring a team to answer the same questions, an AI phone agent like Ringly.io's Seth can handle these calls automatically.
It works 24/7, gives instant answers from your store's data, and maintains a consistent brand voice.
This approach saves an estimated 83% per call compared to a human agent and frees your team to handle high-value interactions that need a human touch.
Choosing an ecommerce customer service outsourcing partner
Scaling customer support is a challenge every growing ecommerce brand runs into. Whether you choose a full-service outsourcing partner or a targeted AI tool depends on what you need.
Traditional BPOs are useful for comprehensive, human-led support, while AI is effective for handling a high volume of repetitive questions efficiently.
For businesses with a high volume of repetitive phone calls, an AI phone agent can be an effective and affordable solution. Ready to see how AI can impact your phone support?
Start your free trial with Ringly.io and let Seth start answering your customer calls today.
Frequently Asked Questions
What are the main benefits of ecommerce customer service outsourcing?
The biggest benefits are saving time and money. You avoid the costs of hiring and training an in-house team, and your core staff can focus on growing the business instead of answering repetitive questions. It also helps you offer support 24/7, which is great for customer satisfaction.
How much does ecommerce customer service outsourcing typically cost?
Costs vary a lot depending on the provider and model. Some charge per hour (like Hugo, starting at $11/hour), some charge per ticket or agent (like EverHelp), and others offer custom quotes. AI solutions like Ringly.io have tiered SaaS pricing, often starting around $99/month.
When is the right time for a small business to consider ecommerce customer service outsourcing?
A good time to consider it is when your team is spending more time on customer support than on core business tasks like marketing or product development. If you're noticing slower response times or feel overwhelmed by ticket volume, it's probably time to look for help.
What's the difference between onshore and offshore ecommerce customer service outsourcing?
Onshore outsourcing means hiring a provider in your own country, which can be great for cultural alignment but is usually more expensive. Offshore outsourcing, like with a provider in the Philippines (e.g., KDCI), is more cost-effective but might require more effort to manage time zones and communication.
Can I maintain my brand's voice with ecommerce customer service outsourcing?
Yes, most reputable providers work hard to match your brand's voice. They often go through a "culture match" process, use your scripts, and train their agents on your specific products and policies to ensure a consistent customer experience.
Is AI a good alternative to traditional ecommerce customer service outsourcing?
For certain tasks, absolutely. AI is perfect for handling high volumes of repetitive questions, like "Where is my order?". It's a cost-effective way to provide instant, 24/7 answers for common issues, freeing up human agents for more complex problems that require a personal touch.
