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- Why outsource ecommerce customer service?
- How we chose these companies
- Providers to outsource ecommerce customer service at a glance
- Enterprise providers with retail and ecommerce proof to outsource ecommerce customer service
- Concentrix
- Foundever
- TTEC
- VXI Global Solutions
- Philippines-based providers to outsource ecommerce customer service
- Digital Minds BPO
- Enshored
- KDCI
- AI-led and digital-first global providers to outsource ecommerce customer service
- TaskUs
- TELUS Digital (formerly TELUS International)
- TP (formerly Teleperformance)
- How to choose a provider to outsource ecommerce customer service
- How to outsource ecommerce customer service operations: a step-by-step guide
- Start with a pilot program
- Define KPIs clearly
- Share your brand playbook
- Monitor early feedback
- Scale gradually
- What's in store for ecommerce customer service this 2026?
- Sources
Slow replies can cost an online store its next sale, so many stores outsource ecommerce customer service. This list sorts ten providers into three groups by what they do best. KDCI wrote this guide and is one of the ten companies.
Why outsource ecommerce customer service?
Online stores get a steady stream of questions about orders, returns, and products. An outside support team can help in five ways:
- Scale with demand. A provider can add agents as sales grow, especially in peak season, and scale back when demand drops.
- Round-the-clock coverage. Providers in other time zones, including the Philippines, can answer calls and chats after your own team goes home.
- Trained agents. Providers train agents on ecommerce platforms, CRM systems, and brand tone.
- Steady focus. A team whose only job is support can keep replies fast and consistent.
- Less hiring work. The provider recruits, onboards, and trains the agents, so your team spends less time on it.
The stakes are real. Qualtrics XM Institute estimated in February 2024 that bad customer experiences put $3.7 trillion of global sales at risk that year. That figure is an estimate built from a consumer survey in 26 countries. It covers customer experience in general, not support alone.
How we chose these companies
A company is on this list only if it meets four rules, and the same rules apply to KDCI.
- It offers customer service for online or retail businesses. Each company names retail or ecommerce as an industry, a vertical, or an offer in its own materials.
- It has at least 10 years in business. We used the founding year each company states, or the most consistent public record.
- It has public, checkable facts on its founding year, headquarters, and size. Where a figure wasn't public, the entry says "not found".
- It has a clear service focus that fits in a few words.
We grouped the companies by what they do best, not by rank. The first group comes first because most online stores need a provider that already knows ecommerce. Inside each group, companies are in alphabetical order.
We used company filings first, then each company's own site, then named directories and news reports. We checked all facts on October 22, 2026. Confirm details with each provider before you decide.
Providers to outsource ecommerce customer service at a glance
| Company | Best for | Model | Founded |
|---|---|---|---|
| Concentrix | Large retailers that want one partner | Managed BPO and consulting | 2004 |
| Foundever | Retailers with seasonal order swings | Managed BPO | 1994 |
| TTEC | Retailers that want support and data tools | Managed BPO | 1982 |
| VXI Global Solutions | Larger brands that want multilingual support | Managed BPO | 1998 |
| Digital Minds BPO | Small and mid-sized stores | Dedicated staff | 2010 |
| Enshored | Subscription and membership stores | Managed BPO | 2014 |
| KDCI | Stores that want a dedicated team in their own helpdesk | Dedicated team | 2011 |
| TaskUs | Digital-first brands with chat and social support | Managed BPO | 2008 |
| TELUS Digital | Brands that want to add AI to support | Managed BPO and consulting | 2005 |
| TP (formerly Teleperformance) | Large brands that need many languages | Managed BPO | 1978 |
Enterprise providers with retail and ecommerce proof to outsource ecommerce customer service
These four companies publish retail and ecommerce proof, such as client counts or an ecommerce case study.
Concentrix
Best for: large retailers that want strategy, technology, and support from one company.
What they do: Concentrix says it designs, builds, and runs customer experience solutions, including process optimization, automation, and analytics. Its 10-K lists retail, travel, and ecommerce as a main industry group. It says two of the top five global retail and ecommerce companies are clients.
Founded: 2004 (the company traces its roots to that year)
Headquarters: Newark, California, United States
Size: About 455,000 employees [November 30, 2025].
Engagement model: Managed BPO and consulting.
Good to know: Its filing says it prioritizes high-growth, high-volume clients, so check how it serves a smaller store.
Website: concentrix.com
Sources: Concentrix 10-K for fiscal 2025
Foundever
Best for: retailers whose order volume swings with sales and seasons.
What they do: Foundever says it supports more than 70 retail and ecommerce companies with omnichannel support. It staffs teams to follow retail demand through peak seasons and uses AI chatbots alongside human agents.
Founded: 1994 (the company's own date)
Headquarters: Luxembourg
Size: 130,000 associates, as shown on its site on October 22, 2026.
Engagement model: Managed BPO.
Good to know: We did not find named helpdesks or ecommerce platforms on the pages we checked, so ask which it supports.
Website: foundever.com
Sources: Foundever: Who we are, Foundever retail and ecommerce page
TTEC
Best for: retailers that want support and customer data tools from one company.
What they do: TTEC says its Engage business handles customer care, acquisition, and retention with AI-enabled services. Its Digital business builds omnichannel platforms, CRM tools, and analytics, and its site has a Retail and eCommerce industry page.
Founded: 1982
Headquarters: Austin, Texas, United States
Size: About 51,000 employees [December 31, 2025].
Engagement model: Managed BPO.
Good to know: Its 10-K says its top ten clients made up 47% of 2025 revenue, so ask how it serves a mid-size store.
Website: ttec.com
Sources: TTEC 10-K for 2025, TTEC contact center outsourcing page, TTEC retail datasheet
VXI Global Solutions
Best for: larger brands that want multilingual, multichannel support with CX advisory.
What they do: VXI says it offers omnichannel and multilingual support, quality assurance, CX advisory, automation, and business analytics. Its site lists Retail & Ecommerce as an industry and links an ecommerce case study.
Founded: 1998
Headquarters: Los Angeles, California, United States
Size: Not found with a date. Its site shows 40K+ and its company description says 40,000 or more employees, but neither is dated.
Engagement model: Managed BPO.
Good to know: Its size figures are undated, so ask for a current headcount.
Website: vxi.com
Sources: VXI: Why VXI, VXI: What we do, VXI company profile, VXI company description
Philippines-based providers to outsource ecommerce customer service
These three companies deliver support from teams in the Philippines.
Digital Minds BPO
Best for: small and mid-sized online stores that want a Philippines-based team for phone, chat, email, and social support.
What they do: Digital Minds BPO offers support by phone, live chat, email, help desk, social media, and in-app channels. It has a dedicated ecommerce customer support page. Its teams work from its own offices in Naga City.
Founded: 2010 (incorporated in 2014)
Headquarters: Naga City, Camarines Sur, Philippines
Size: Not found. Its About page mentions more than 100 professionals as of 2014.
Engagement model: Dedicated staff.
Good to know: It serves mainly small and mid-sized businesses, so ask about volumes if your store is larger.
Website: digitalmindsbpo.com
Sources: Digital Minds BPO: About us
Enshored
Best for: subscription and membership stores that want an ecommerce-focused team.
What they do: Enshored offers ecommerce customer service, including subscription and membership support, email and chat support, and pre-sale and after-sale support. It says it works with helpdesks such as Zendesk, Freshdesk, and Gorgias.
Founded: 2014
Headquarters: Long Beach, California, United States, with delivery teams in the Philippines and Portugal
Size: More than 2,000 employees [2022, from its company timeline].
Engagement model: Managed BPO, with a dedicated client success manager and an on-site team manager.
Good to know: Its size figure is from 2022, and we did not find ecommerce platforms named on its site.
Website: enshored.com
Sources: Enshored: About, Enshored ecommerce page, Enshored on Wikipedia
KDCI
Best for: stores that want a Philippines-based dedicated team that works in their own helpdesk.
What they do: KDCI builds dedicated customer support teams. The team is yours, not a shared pool of agents. It covers phone, live chat, email, and social media in tools such as Zendesk, Shopify, Gorgias, and Freshdesk.
Founded: 2011
Headquarters: Pasig City, Philippines
Size: 700+
Engagement model: Dedicated team with a KDCI team lead.
Good to know: KDCI places Philippine-based teams only, and it holds no security certifications to claim.
Website: KDCI customer support services
AI-led and digital-first global providers to outsource ecommerce customer service
These three companies lead with AI and digital support on their own sites.
TaskUs
Best for: digital-first brands that want chat and social support.
What they do: TaskUs offers customer experience, trust and safety, and AI services, and it lists a Retail & eCommerce industry page. Its customer care is delivered mainly through non-voice digital channels.
Founded: 2008
Headquarters: New Braunfels, Texas, United States
Size: More than 63,000 employees, as shown on its site on October 22, 2026.
Engagement model: Managed BPO.
Good to know: Its customer care is mainly non-voice, so ask about phone support if you need it.
Website: taskus.com
Sources: TaskUs: About us, TaskUs 10-K for 2025, TaskUs company profile
TELUS Digital (formerly TELUS International)
Best for: brands that want to add AI to their support work.
What they do: TELUS Digital offers contact center outsourcing, including customer service, B2B sales, and contact center management, plus AI and data services. It lists Zendesk, Genesys, Five9, and Salesforce among its technology partners.
Founded: 2005 (its own timeline starts that year)
Headquarters: Vancouver, British Columbia, Canada
Size: 83,000 team members, as shown on its site on October 22, 2026.
Engagement model: Managed BPO and consulting.
Good to know: Retail is one of nine industries on its site, so ask for ecommerce-specific references.
Website: telusdigital.com
Sources: TELUS Digital: About us, TELUS Digital contact center outsourcing page, TELUS Digital on Wikipedia
TP (formerly Teleperformance)
Best for: large brands that sell in several countries and need support in many languages.
What they do: TP describes itself as a global digital business services company that runs human and AI operations at scale. Its services include customer service, trust and safety, collections, back-office support, and data services in more than 400 languages and dialects.
Founded: 1978 (its site says 48 years of experience)
Headquarters: Paris, France
Size: Not found for headcount. Its half-year report shows revenue of €4,883 million for the first half of 2026.
Engagement model: Managed BPO.
Good to know: It gives no total headcount, and its half-year report says 2026 restructuring plans affect about 5,400 employees.
Website: tp.com
Sources: TP: About TP, TP half-year report for 2026, Teleperformance on Wikipedia
How to choose a provider to outsource ecommerce customer service
Many more providers exist than the ten above. Price matters, but fit matters more. Use this checklist when you compare:
- Ecommerce experience: Ask for case studies in your industry, such as fashion or electronics.
- Tech stack: Make sure the provider works with your helpdesk and ecommerce platform.
- Scalability: Check that the team can ramp up fast during peak season.
- Cultural alignment: Ask whether agents will represent your brand's tone and values well.
- Data security: Review data protection, compliance, and NDAs.
- Reporting and analytics: Look for real-time dashboards and CSAT tracking.
Once you've chosen a partner, these steps can help you get started.
How to outsource ecommerce customer service operations: a step-by-step guide
Start with a pilot program
Launch a small pilot to test fit and workflows before you scale. A few agents and clear systems keep the risk low.
Define KPIs clearly
Set clear goals up front. Key performance indicators (KPIs) show the quality of service you get. Set targets for CSAT, average handle time (AHT), and response time.
Share your brand playbook
Agents from a good provider bring the technical and communication skills. They still need your guidance on tone, empathy, escalation, and product FAQs.
Monitor early feedback
Collect customer feedback during the first 90 days. Use it to refine scripts and fix gaps in the workflow.
Scale gradually
Once quality is steady, add more channels, such as voice, chat, and social. Treat the team as a long-term investment.
What's in store for ecommerce customer service this 2026?
We expect ecommerce customer service to be AI-assisted, data-driven, and spread across time zones. Stores that pair human care with automation can keep service fast and consistent.
KDCI's approach pairs AI agents with trained people who step in when AI can't. Teams that want ecommerce customer support outsourcing with a dedicated team can start with the ecommerce support teams page.
Sources
- Qualtrics XM Institute, "$3.7 Trillion of 2024 Global Sales are at Risk Due to Bad Customer Experiences," February 1, 2024: https://www.qualtrics.com/articles/news/trillion-sales-at-risk-2024/
See how KDCI builds a dedicated support team that works in your helpdesk and sounds like your brand.
Frequently Asked Questions
What does it mean to outsource ecommerce customer service?
You hire an outside provider to answer customer questions for your store, such as order, return, and product questions. The provider's agents work across channels like chat, email, and phone.
How do I start with an outsourced customer service team?
Start with a small pilot, agree on goals such as CSAT, average handle time, and response time, and share your brand playbook. Scale up once quality is steady.
What should I look for in an ecommerce customer service provider?
Check ecommerce experience, helpdesk and platform fit, peak-season scaling, brand voice, data security, and reporting. Ask for case studies in your industry.
Can an outsourced team cover customer service 24/7?
Yes. KDCI can cover nights, weekends, and holidays, and teams can also start with business hours and add coverage later.
How is a KDCI customer support team set up?
It is a dedicated team, not a shared pool of agents. The team works in the helpdesk and tools you already use.
