Outsourced Customer Support
Outsource Customer Support for Ecommerce Brands
SolutoZeeX is an outsourced customer support company for D2C and Shopify brands. Trained agents handle email, live chat, WhatsApp, social and phone support inside the helpdesk you already use, with 24/7 coverage options and a 15-day free pilot.
- Email, chat, WhatsApp, social and voice
- Works inside Gorgias, Zendesk and more
- Shift-based teams for USA, UK, Canada and Australia time zones
What is outsourced customer support?
Outsourced customer support means a specialist team answers your customers for you, following your policies, tone of voice and escalation rules. For an ecommerce brand that covers pre-sale questions, order and delivery queries, returns, refunds and complaints across the channels your customers already use.
You keep control of decisions such as refund limits and brand voice. The team handles the daily volume, tags and routes every ticket, and passes sensitive cases to the right person with full context.
Customer support outsourcing services we offer
Pick one channel or run them together as a single managed workflow.
Email support outsourcing
Fast, on-brand ticket replies with ownership from first reply to resolution.
Outsourced live chat support
Real-time storefront chat for pre-sale questions and urgent order concerns.
WhatsApp customer support services
Order help, returns and product questions handled in WhatsApp.
Ecommerce call center outsourcing
Inbound calls and outbound follow-ups for the moments that need a voice.
Social media customer service
DMs, comments and public replies on Instagram, Facebook and TikTok.
Omnichannel customer support
Every channel in one managed workflow with a shared customer history.
Support operations that keep tickets moving
Why ecommerce brands outsource customer support
Cover busy periods without hiring
Sales, launches and peak seasons can multiply tickets overnight. A managed team scales with volume instead of a permanent hire.
Coverage across time zones
Shift-based teams give customers in the USA, UK, Canada and Australia replies in their own time zone.
Agents who know ecommerce
The team is trained on order status, returns, refunds and product questions, and on your own policies and tone.
One connected workflow
Conversations, orders, returns and helpdesk rules stay in one place, with daily reporting on volume and resolution.
How outsourcing your customer support works
- 01
Book a call
Tell us about your channels, expected volume and what your customers ask most.
- 02
Onboard
We learn your products, policies, tools, tone of voice and escalation rules.
- 03
Go live
Your dedicated team starts handling tickets inside your existing helpdesk.
- 04
Track and improve
We monitor tickets, response times and recurring issues, then improve the workflow as volume changes.
Works inside the tools you already use
No migration is needed. Our team works in Gorgias, Zendesk, Freshdesk, Richpanel and Shopify, and can set up or clean up a helpdesk if you need one.
- Shopify
- Gorgias
- Zendesk
- Freshdesk
- Richpanel
Need a helpdesk first? See our Zendesk and Gorgias setup services and Customer support workflow design, macros and tags.
Outsourced customer support: common questions
What is outsourced customer support for ecommerce?
It is a specialist team handling your customer emails, chats, calls and social messages for you, following your policies and brand voice. You keep control of decisions like refunds, and the team handles the day-to-day replies.
How much does it cost to outsource customer support?
Pricing depends on your monthly ticket volume, the channels you need and your coverage hours. Book a free strategy call for a clear quote, or start with a 15-day free pilot.
Can you work inside our existing helpdesk?
Yes. We work inside tools such as Gorgias, Zendesk, Freshdesk and Richpanel, so there is no migration. We can also set up or clean up a helpdesk if needed.
Do you offer 24/7 customer support?
Yes. Shift-based teams can cover round-the-clock support across chat, email and WhatsApp, or only nights and weekends, depending on what your customers need.
Can you handle returns, refunds and order questions too?
Yes. Besides pre-sale and support conversations, we can handle order tracking, returns, exchanges and refund requests following your policy, and escalate unclear cases to you.
Can we try your service before committing?
Yes. We offer a 15-day free pilot so you can see how our team handles your real tickets before you sign up.
Ready to outsource your customer support?
Tell us your channels and ticket volume. We will show you how a managed support team would work for your store.