Outsource to India Outsource to India Outsource to India
home
Beware of scammers: O2I does not hire freelancers. Our projects are executed in our facilities across the globe. View vendor selection policy here.
eCommerce Customer Support Services

Outsource eCommerce Customer Support Services

Foster loyalty and drive repeat business with our ecommerce customer support services. Provide your customers with the care and assistance they deserve.

Avoid process inefficiencies caused by high query volumes, multilingual service demands, and round-the-clock support by transitioning to a validated, standardized support model. Outsource ecommerce customer support services to serve your customers exceptionally well with consistent assistance that transcends time zones.

We offer multifaceted solutions designed to propel your success with specialized support systems that extend far beyond mere convenience. Our experts optimize customer service workflows through Customer Value Added (CVA)-Business Value-Added (BVA)- Non Value-Added (NVA) mapping, ensuring response times are minimized without adding complexity. This helps drive repeat business and foster brand loyalty. We assist ecommerce retailers, Direct-to-Consumers (DTC) brands, and similar businesses with quick and efficient customer support.

Serve diverse customer bases with confidence and elevate your e-commerce venture to new heights with our customized support.

Client Success Stories

O2I Provided Appointment Setting Services to a US-based Client

Dedicated Appointment Setting Services to a US-based Client

Our team provided the required services to a US-based client looking for urgent appointment setting services.

Read the Case Study
O2I Provided Telemarketing Services to a Leading Insurance Firm

Professional Telemarketing Services to a Leading Insurance Firm

A leading insurance firm wanted a partner who could help them with telemarketing services. We provided the client with cost-efficient services.

Read the Case Study

Testimonials

Clients Speak

O2I will have a positive effect on any company's turnover, I do not doubt that.

Marketing Director,
Spray Foam Insulation Company, UK

Our eCommerce Customer Support Solutions We Offer

We deploy a comprehensive set of support services structured under a standardized Lean Six Sigma framework, designed to reduce NVA steps while enhancing customer satisfaction at every touchpoint -

  • Email Support

    Email Support
    • Professionally managed support inboxes governed by Service Level Agreement (SLAs)
    • Standardized email templates aligned with Critical to Quality (CTQs)
    • Prompt query resolution through root cause categorization
  • Billing and Payment Support

    Billing and Payment Support
    • CTQ-aligned transaction validation protocols
    • Multi-platform reconciliation using validated workflows
    • Reduced dispute volume via Poka-Yoke integrations
  • Answering Product Queries

    Answering Product Queries
    • Voice of the Customer (VoC)-mapped product inquiry protocols
    • Instructional messaging based on common cause analytics
    • Guided purchase support using pre-approved response trees
  • Customer Interaction Services

    Customer Interaction Services
    • Manage diverse customer interactions
    • Unique relationship-building techniques
    • Foster customer trust and loyalty
  • Order Tracking Support

    Order Tracking Support
    • Provide order status updates on time
    • Implement order tracking systems
    • Resolve shipping issues
  • Live Chat Support

    Live Chat Support
    • Real-time customer query addressingtime
    • Instant customer responses
    • 24/7 Customer Engagement
  • Post-purchase Support

    Post-purchase Support
    • Handling returns/exchanges
    • Warranty claim assistance
    • Product use guidance
  • Retail Customer Support Services

    Retail Customer Support Services
    • Store policy explanation
    • Product availability confirmation
    • Checkout assistance
  • Digital Customer Support Services

    Digital Customer Support Services
    • Online query resolution
    • Technical issue troubleshooting
    • Digital product guidance
  • Toll-free Customer Support Services

    Toll-free Customer Support Services
    • Free call support
    • 24/7 Query handling
    • Immediate issue resolution

Offshore eCommerce Customer Support Process We Follow

Our offshore customer support delivery model is executed under the Define, Measure, Analyze, Improve and Control (DMAIC) lifecycle, emphasizing stability, continuous process validation, and measurable improvement.

 

01. Understand Ecommerce Customer Support Needs

We begin with structured VoC analysis to translate customer pain points into CTQs.

 

02. Develop Client-specific Customer Support Strategy

Support strategies are developed through CVA-BVA-NVA mapping to ensure all process interventions align with end-user value.

 

03. Build the Support Squad

Resources are trained under standardized protocols and embedded Poka-Yoke mechanisms to prevent deviation from service SLAs.

 

04. Multi-channel Customer Support System

Support spans voice, email, and chat with channel-specific Standard Operating Procedures (SOPs) derived from validated past improvements.

 

05. Optimization of the Support Process

Routine DMAIC-led reviews assess and eliminate NVA steps to improve responsiveness.

 

06. Incorporating Feedback for Continuous Improvement

Client feedback is systematically integrated as part of the Control phase to ensure long-term stability.

The Technology Toolkit Our Team Excels In

 Social Media Management Tools
 Live Chat Software
 Predictive Analytics
 Help Desk Software
 Self-service Portals
 Email Support Services
 CRM Systems
 Feedback and Survey Tools
 AI-powered Chatbots

Sectors We Serve

AutomotivesAutomotives
PharmaciesPharmacies
Travel and TourismTravel and Tourism
Movies and EntertainmentMovies and Entertainment
Food and Beverage IndustryFood and Beverage Industry
Retail IndustryRetail Industry
Online Education and E-learning IndustryOnline Education & E-learning

Why Should You Choose Our eCommerce Support Outsourcing Company?

We deliver effective, personalized ecommerce customer support solutions that enhance your customers' experiences. A few compelling reasons to partner with us include -

  • Faster Response Times

    Reduced response cycle time via standardized workflow protocols and SLA dashboards.

  • Tech-driven Support

    Issue resolution governed by process control charts and integrated with error-proofing mechanisms.

  • Data-driven Insights

    Insight generation driven by DMAIC-based root cause analysis of customer interaction trends.

  • Operational Transparency

    We provide audit-ready performance dashboards aligned with Control phase metrics for client review.

  • Custom Pricing Options

    Take the complexity and uncertainty out of overseas ecommerce customer support services with our custom pricing models. With us, you will never get locked into inflexible contracts.

Additional Services You Can Benefit From

Telemarketing Services

Our telemarketing services help elevate your brand's reach by driving sales through targeted and personalized campaigns.

Answering Services

We serve as an extension of your team to handle all your business calls, boosting customer satisfaction through seamless customer communication.

Dynamic Virtual Assistant Services

Hire dynamic virtual assistants who take charge of your routine tasks and free you to focus on strategic business growth.

Lead-nurturing Outbound Call Center Services

Foster long-term customer relationships and expertly nurture leads through proactive outreach techniques to maximize your conversion rates.

The Industry Pulse

O2I Provided Appointment Setting Services to a US-based Client

10 Reasons Why All eCom Sites Should Have a Live Chat Support

Uncover some of the compelling reasons that make live chat support an essential feature for every ecommerce site's success.

Read the Case Study
O2I Provided Telemarketing Services to a Leading Insurance Firm

Keep Them Coming Back - Why Should Your Business Embrace 24/7 Customer Support?

Adopting a 24/7 customer support strategy can significantly improve trust and increase repeat business. Read on to find out why.

Read the Case Study

Minimize Overhead and Maximize Customer Satisfaction Score (CSAT)

Our customer service and support in ecommerce include multichannel support, which can be integrated with your existing systems. This helps you assist customers across the platforms of their choice. We also stay updated with the latest ecommerce trends and technologies; our end-to-end support model applies statistical root cause analysis to address high-frequency customer concerns such as product inquiries and shipping status errors. Our documentation workflow redesign reduced error rates by 30%, following a Lean Six Sigma control phase implementation—enabling higher Customer Satisfaction (CSAT) without increasing agent headcount.

Let’s explore how Lean Six Sigma best practices can redefine your customer support function—schedule a diagnostic consultation to baseline your CTQs today.

Contact Us

Get a FREE QUOTE!

Decide in 24 hours whether outsourcing will work for you.

Use your business email for priority, faster, and tailored response!
Captcha
 

Our Privacy Policy.

Have specific requirements? Email us at: Info Email

Email Us Info Email
Flatworld Solutions Address

USA

116 Village Blvd, Suite 200,
Princeton, NJ 08540

Our Customers

  • Movement Mortgage
  • Alcon
  • ARI
  • Maximus
  • Redwood E-Learning Systems

Call Center Services in Philippines Hire Talented & Friendly Agents for your Call Center Read More

Frequently Asked Questions (FAQs)

How do you handle sensitive customer data and ensure is protected?

Our company adheres to the strictest data safety and storage protocols. We are compliant with international and local data regulations. We also have a robust cybersecurity infrastructure to mitigate threats.

How quickly can you scale up the team if there's a sudden increase in demand?

We have a vast pool of resources that allows us to scale quickly to meet unexpected surges in demand. We also leverage data analytics to craft the best strategies.

How do you train your team to understand our products, services, and brand values?

We work closely with our customers to ensure business objectives are aligned and that product knowledge is transferred to our agents. We conduct multiple training sessions throughout the engagement to ensure that agents have the latest updates.

What are your pricing models for outsourcing eCommerce customer support services?

We offer a variety of services for various industries; the pricing depends on the type of engagement and the expertise required. Since we run large operations, we can transfer our cost savings to our customers.

Can you handle both technical and non-technical customer inquiries?

We offer a variety of customer support services, from technical support to lead generation, inbound and outbound calls and much more.