Give shoppers fast, helpful, brand-aligned support on every channel. Liveops helps retail brands outsource ecommerce customer service without sacrificing quality or brand voice. You get PCI-compliant, omnichannel coverage from skilled customer service agents within our domestic and global network who have experience supporting retail and ecommerce brands like yours. Unlike traditional retail outsourcing companies, Liveops is built to handle seasonal peaks, flash sales, and promotions while protecting CSAT scores.
Because our ecommerce outsourcing model is built around retail demand patterns, you can add coverage for holidays, new product drops, and unexpected spikes without adding facility or talent sourcing overhead.
12.23%
1000%
185%
Case study | retail
See how a leading designer sports apparel company flexed customer support over 300% during peak season while improving CSAT by 23%.
Customer service agents within our network choose retail and ecommerce programs because they are familiar with the brands and products. That affinity, combined with AI-powered support tools, helps agents answer accurately, handle order issues with empathy, and identify opportunities to increase order value. This is how outsourcing ecommerce customer service can still feel personal.
What OUR clients say
What OUR clients say
What OUR clients say
What is ecommerce outsourcing, and how does it help retail brands?
Ecommerce outsourcing is when a retail or online store uses an experienced contact center partner to handle customer service, order status questions, returns, loyalty inquiries, and social messages. It helps retailers improve customer experience, maintain first call resolution, and serve customers across voice, chat, email, SMS, and social without adding internal overhead. It also connects brands to retail outsourcing companies that know how to handle secure payments, follow your policies, and support customers across every channel.
Why work with retail outsourcing companies instead of building everything in-house?
Retail outsourcing companies already have the people, processes, and technology to support seasonal demand, new product drops, and multi-channel customer service. That means faster time to launch, better management of forecast swings, and lower cost than expanding a brick-and-mortar support operation. It also gives your business access to reporting, quality, and customer feedback tools you may not want to build yourself.
Can I outsource ecommerce customer service and still keep my brand voice?
Yes. You can outsource ecommerce customer service and still require brand-aligned scripting, tone, and resolution paths. Programs can be set up so agents have current inventory information, shipping and logistics details, and escalation rules for your company. That keeps service quality consistent with what customers expect from your website and social channels.
What kinds of support can an ecommerce call center outsourcing partner handle?
A retail call center or ecommerce support services team can handle order placement, returns, payment issues, product questions, loyalty and membership, delivery delays, and general customer support. Many brands also route social media messages, SMS, and marketplace questions into the same contact center to get a single view of the customer.
How does omnichannel contact center outsourcing improve customer experience?
Omnichannel support lets customers start on one touchpoint and finish on another. For example, a customer can ask about shipping in chat, get a follow-up in email, and call later if the package is late. Because the same team is managing the interaction, the experience stays consistent, and customer satisfaction improves.
Is ecommerce outsourcing secure and compliant?
A mature outsourcing partner will support PCI-compliant transactions and follow data protection standards for payment and customer information. That helps retailers reduce risk during peak seasons and when handling refunds, loyalty points, or account changes. It also protects the brand if there is a data breach in the broader ecosystem.
Can outsourcing services help with seasonal scalability and demand spikes?
Yes. One of the main reasons retailers outsource is to gain scalability. When holiday or Mother’s Day volume increases, a support call center or contact center outsourcing model can add coverage in smaller intervals so you only pay for what you need. That supports operational efficiency and better return on investment.
Can I outsource ecommerce customer support if I sell in multiple time zones or in the Philippines or nearshore locations?
Yes. Outsourcing ecommerce customer support lets you serve customers in different time zones and regions without opening a local office. Your program can use domestic, nearshore, or offshore coverage, including the Philippines, to balance cost, service quality, and language needs.
What results should I expect from retail call center outsourcing?
Most retailers look for higher first call resolution, faster response times, stronger customer satisfaction, and better visibility into customer behavior. Because contact center partners already have call center agents, tools, and reporting, you can improve service while keeping budget, logistics, and internal operations lighter.
How is this different from a traditional BPO call center?
Traditional BPO call centers are often built around fixed seats. Retail and ecommerce outsourcing through Liveops is built around demand. That means you can start smaller, support promotions, and add coverage for new channels like social or SMS without committing to a large contract.
Join the brands redefining customer experience with Liveops. Empathetic agents, tech-powered delivery, and the flexibility to meet every moment. Let’s talk.
Explore flexible customer experience solutions
