In the busy world of online shopping, customer support is super important for any successful business. It’s like a bridge that connects your brand to your customers, helping them with their questions and concerns. But as your business grows, handling customer support on your own can become tough. That’s where outsourcing comes in—it’s a smart way to let experts handle customer support while you focus on growing your business.
But here’s the big question: How much does it really cost to outsource ecommerce customer support?
In this guide, we’ll explore the factors that affect the cost, look at different pricing options, and give you average cost ranges. By the end of this post, you’ll have a clear idea of what to expect and how to choose the right ecommerce outsourcing companies or ecommerce customer support outsourcing services for your business.
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Factors Affecting the Cost of Ecommerce Customer Support Outsourcing
Before we talk about pricing, let’s look at what influences the cost of outsourcing customer support. Understanding these factors will help you plan better.
1. Size of Your Business and How Much Support You Need
- If you run a small business with few customer inquiries, it will cost less than if you run a large business with thousands of customer interactions each month.
- If your business is growing, you might not need a full team right away, but as your customer base grows, so will your support needs.
- Did you know? A study by Gartner found that businesses that outsource customer support can save 20-30% on costs.
2. How Fast You Want Responses and Service Level Agreements
- If you want all customer inquiries answered within a few hours, it might cost more. Outsourcing partners will need more people to meet these tight deadlines.
- Faster response times, especially for 24/7 support, often mean higher costs.
- Did you know? A report by Forrester found that 77% of customers think fast response times are key to their satisfaction.
3. What Kind of Support You Need
- The channels you want to cover—like email, live chat, phone, or social media—affect the cost. Phone support is usually more expensive than email because it requires real-time help.
- Social media support can add more complexity because it often needs quick responses and a good understanding of your brand’s voice.
- Did you know? Social media support has grown by 50% in the last five years, making it a key part of customer engagement.
4. Where the Outsourcing Company Is Located
- Hiring a company in your home country (onshore outsourcing) is usually more expensive because of higher labor costs.
- Hiring a company in a country with lower labor costs, like the Philippines or India (offshore outsourcing), can save you money but might come with challenges like language barriers.
- Did you know? Offshore outsourcing can cut labor costs by up to 50%, according to a study by Deloitte.
5. The Tools and Technology Provided by the Partner
- If the outsourcing partner provides tools like helpdesk software or chatbots, it might be included in the cost. But some partners might charge extra for advanced features.
- Make sure the partner’s tools work well with your existing systems to avoid any issues.
- Did you know? Businesses that invest in better customer support tools see a 25% improvement in customer satisfaction, according to a report by McKinsey.
6. How Well the Partner Can Handle Busy Times
- If your business gets very busy during certain times of the year, like holidays or sales events, you’ll need a partner who can handle the extra work. This flexibility might cost more, but it’s worth it to keep customers happy.
- Did you know? During peak seasons, customer inquiries can increase by up to 40%, making scalability important when choosing an outsourcing partner.
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Pricing Models for Ecommerce Customer Support Outsourcing
Now that we’ve covered the factors, let’s look at the pricing models you might come across.
1. Per-Agent Pricing
- How it works: You pay a flat monthly fee for each agent working for you. This is great if you have a steady number of support requests.
- Pros: Predictable costs, easier to budget, and more control over how agents perform.
- Cons: Not flexible if your support volume changes a lot.
- Average monthly cost: $1,500–$3,000 per agent, depending on where they’re based and how skilled they are.
2. Per-Ticket Pricing
- How it works: You pay a fixed fee for each support ticket solved. This is good for businesses with low or changing support volumes.
- Pros: You only pay for what you need, with no upfront costs.
- Cons: Can be expensive if you have a lot of tickets, and quality might vary if the partner is focused on closing tickets quickly.
- Average cost per ticket: $5–$15, depending on how complex the issue is.
3. Dedicated Team Model
- How it works: You hire a team of agents who only work for your brand. This is best for businesses with a lot of support needs or special requirements.
- Pros: Full control over the team, better alignment with your brand’s values, and the ability to handle complex issues.
- Cons: Higher upfront costs and a long-term commitment.
- Cost structure: Usually starts at $5,000–$10,000 per month for a team of 5 agents, depending on their location and skills.
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Average Cost Ranges for Ecommerce Customer Support Outsourcing
Let’s break down the average costs based on your business size and support volume.
1. If You Get Fewer Than 500 Messages a Month
- Cost range: $500–$2,000 per month.
- What’s included: Basic email and chat support, often with a shared team of agents.
- Best for: Small businesses or startups with limited customer interaction.
2. If You Get 500–2,000 Messages a Month
- Cost range: $2,000–$8,000 per month.
- What’s included: Email, chat, and phone support, with a dedicated team or a mix of shared and dedicated agents.
- Best for: Growing businesses that need consistent support but don’t yet require a full team.
3. If You Get More Than 2,000 Messages a Month
- Cost range: $8,000–$20,000+ per month.
- What’s included: Full support across multiple channels, including social media, with a dedicated team.
- Best for: Established businesses with a large customer base or those growing quickly.
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Conclusion
Outsourcing your ecommerce customer support can be a great move for your business. It lets you focus on growth while ensuring your customers get the help they need. However, the cost of outsourcing depends on your business size, support volume, the location of the outsourcing partner, and the services you need.
By understanding these factors and exploring pricing models, you can make a smart decision that fits your budget and goals. Whether you choose per-agent pricing, per-ticket pricing, or a dedicated team, the key is to find a partner that offers great service at a price you can afford.
If you’re ready to explore your options, consider reaching out to a trusted ecommerce outsourcing services company or a reliable outsource customer service ecommerce provider. They can help you improve your customer experience while keeping costs under control.
At Vserve, we offer tailored ecommerce outsourcing companies that align with your brand and customer needs. Whether improving response times, boosting satisfaction, or scaling operations, we help you achieve your goals. Let us handle customer service so you can focus on growing your business.
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