e Commerce Customer Service Outsourcing
We are a Ukrainian-based e commerce customer service outsourcing company that provides customer support solutions to businesses of all sizes. Our main focus is building dedicated eCommerce customer service teams to help companies support their online business. The eCommerce support services we offer are available in multiple countries for diverse business types.
As an experienced eCommerce support team provider we know every business is different and has different needs and requirements. That’s why when building an e-commerce support team we customize them to fit individual clients needs. Our eCommerce support specialists are experienced professionals with expertise in a variety of areas. The team we build for you will be eCommerce support specialists that fully meet all of your requirements.
Types of e Commerce Customer Support Services Staff We Can Provide
eCommerce Phone Answering Services
We can provide you with staff to handle all of your eCommerce phone support needs. Hired specialists are skilled professionals with experience in diverse industries and familiar with the latest technology. Some of the services they can provide include order taking and entering orders into the system, responding to customer inquiries, assisting your customers with making purchases and handling customer complaints. The support agents we hire for you will answer all calls following your instructions and guidelines and deal with every customer in a friendly but professional manner. Services are available 24/7 every day of the year so there is always an agent available to respond quickly to your customers needs. If required we can also provide multilingual live remote support eCommerce agents.
eCommerce Email Support Services
There are a lot of new technologies out there but many people still opt to communicate with customer support via email. A common complaint with emails is the response time but an e-Commerce support agent from our company can ensure that all your customers receive a prompt response to their emails within hours. Following your guidelines and instructions they can respond to product inquiries, customer complaints and other emails in a professional manner that represents your company and brand well. The email support specialists come from diverse industries and have excellent written communication skills. We can also provide multilingual email support specialists if necessary.
eCommerce Live Chat Support
Live chat support is pretty much essential for an eCommerce store. Agents can respond almost immediately and for many people this is their preferred channel for contacting customer service. The skilled specialists we provide for you have experience in diverse industries. They can work with any chat software and are familiar with customer service ticketing systems and other technology. The agents are capable of providing a wide range of eCommerce live chat support services including order taking, order tracking, responding to customer inquiries including providing assistance with the purchasing process and dealing with customer complaints among other things. Live chat support is available around the clock, 365 days a year so they can respond quickly to your customers needs. Multilingual customer support specialists are also available.
eCommerce Social Media Customer Support Services
Social media is playing a bigger role in businesses marketing and customer service activities than ever before. A lot of eCommerce businesses have a presence on multiple social media platforms. Managing social media accounts can be time consuming especially if your company has multiple accounts. An e commerce help & support agent hired through our company can handle customer service duties on your different social media accounts. As with other channels for customer support, hired social media support specialists will respond to customer inquiries, provide product information and handle customer complaints and more via your social media accounts. Our agents are familiar with a wide variety of tools and technology and always conduct themselves in a professional manner. Multilingual social media support specialists are also available.
eCommerce Tech Support
In eCommerce if a customer experiences difficulty using the platform you may lose a sale and a customer. Sometimes the issue is as simple as the customer not knowing how to use the platform while in other cases there may be a legitimate technical problem. Outsourcing eCommerce tech support for customers through our company will help reduce the number of sales and customers lost due to issues with the platform. Our eCommerce technical support specialists are experienced with a wide variety of eCommerce platforms and familiar with the different problems that may occur. They will work with your customers to provide a quick resolution to any technical issues.
Other Support Services
Our eCommerce call center outsourcing company can provide many types of customer support services across multiple channels to fulfill all your eCommerce customer service needs. In addition we can hire an eCommerce customer support manager for your business to oversee all your customer service activities across all channels.
Platforms eCommerce Support Team Specialists Have Expertise in
The customer service specialists we hire are well-versed in many different eCommerce platforms. We can provide 3DCart customer support services as well as customer support on Wix, Weebly and several other eCommerce platforms.
Some of the eCommerce platforms staff we hire possess expertise in include:
Shopify Customer Support Services
Shopify is one of the best known and largest eCommerce platforms. We can provide an experienced Shopify support team that is familiar with its various customer support capabilities. Shopify live chat customer support is available through a number of different apps and the experts are familiar with many of them. Our customer support agents have also worked with a variety of Shopify phone support integrations. They are experienced with the Shopify email support system as well as with various email providers that integrate with Shopify.
BigCommerce CS Services
BigCommerce is a popular eCommerce platform that allows you to provide customer support across multiple channels. The BigCommerce support representative hired through our company will be familiar with the support capabilities of BigCommerce. Although it doesn’t have its own email, BigCommerce email support is available through a number of integrations such as MailChimp. Our specialists have worked with several of BigCommerce support live chat apps and widgets the platform supports as well as BigCommerce phone support apps for call center services like ZenDesk. LiveAgent and FreshDesk.
Magento eCommerce Customer Support Services
Magento is an eCommerce platform that is highly regarded due the flexibility it provides but is also known for being complicated. Our specialists can supply the Magneto eCommerce support services you require. The platform allows you to integrate multiple channels for customer support including social media and live chat. It’s a great eCommerce platform as long as you have the technical capabilities to make use of all its features.
Big Cartel CS Services
Big Cartel is an eCommerce platform aimed at artists and other makers. It also can be used for selling digital products. There are over 500 apps that can be integrated with Big Cartel. Our Big Cartel customer service agents have worked with the different customer support related apps such as MailChimp and LiveChat. They have the knowledge and experience to provide your Big Cartel eCommerce store with multi-channel customer support.
Volusion CS Services
Volusion is an all-in-one eCommerce platform that has been around for almost 20 years. Our Volusion customer support specialists are familiar with the platform as well as the most popular integrations. ZenDesk live chat and LiveChat are both popular chat software that integrates with Volusion. Your Twitter and Facebook accounts can be linked directly to your Volusion dashboard.
WooCommerce Customer Support Services
WooCommerce is actually a free WordPress plugin that lets you turn your WordPress site into an eCommerce store. This is a good choice for smaller online stores especially if you already have a WordPress website. Our WooCommerce customer support reps are familiar with the plugins and apps to provide a full range of customer support channels to your site.
Squarespace Customer Support Services
Squarespace is a simple platform that doesn’t require a lot of technical knowhow. Customer support apps like ZenDesk can easily be integrated with Squarespace sites. Our customer service Squarespace agents are experienced with this platform’s support capabilities and can provide the customer support you need on multiple channels.
Prestashop Customer Support Services
Prestashop is an open-source eCommerce platform that is free to download. There is a wide selection of modules and addons that enable you to provide a full range of Prestashop customer support services. Our specialists have extensive experience working with the different Prestashop customer support features.
How We Help With Building an e-Commerce Support Team
When hiring for eCommerce support teams we follow a simple process that consists of 3 basic stages:
1) Initial candidate research: lasting approximately 1 week we provide you the first candidates that we believe match your requirements and receive your feedback to further narrow the search parameters.
2) Candidate interviewing: lasting 1-2 weeks, this allows you to choose the best match.
3) Job offer negotiations and contract signing: during this final stage we advise you on moves and consult with the candidates and you on the legal aspects of further business relationship.
The timeline of the process will look something like this:
Day 1: we define the requirements for customer support candidates. As soon as the requirements are established we begin the search process.
Week 1: the candidates are checked and we forward the vetted CVs to you.
Week 1-2: interviews of the short listed candidates are conducted.
Week 2-3: candidate’s skills are assessed. Offers are made.
Week 3-6: contract is signed. Onboarding of your new customer support team.
Why Choose Ukraine for Your eCommerce Customer Support Outsourcing Needs
Ukraine has become a well known outsourcing destination in recent years, with Kyiv, where our company is based being the most popular. Here are some of the reasons Kyiv, Ukraine is a great place for building remote customer support teams: