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This 2026, running a successful Ecommerce brand is no longer just about great products or fast shipping. Well, the truth is, it hasn’t been limited to that since the past couple of years. If anything, consumers make buying decisions based on aspects that are beyond the products themselves — one of those factors is customer service. In fact, the cost of bad customer service for businesses worldwide is estimated at $3.7 trillion, with 43% of consumers claiming that terrible customer experiences discourage them from making repeat purchases.
If you’re running an online store, the demand for an always-on and highly personalized customer experience sure sounds familiar. From pre-sale inquiries to post-purchase support, the way you communicate with customers can define (in a make or break way) your brand reputation and directly affect your business’ bottomline.
That’s why many growing online stores today choose to outsource Ecommerce customer service to expert providers. While it’s usually for reasons involving cost savings, outsourcing customer service functions also help unlock scalability, multilingual reach, and even 24/7 contact centers while ensuring that your customers feel genuinely cared for.
In this guide, we’ll highlight the top 10 providers to outsource Ecommerce customer service in 2026, including their strengths and what makes each a standout partner for online stores. Whether you’re a global retailer or a fast-scaling online brand, this list will help you make an informed choice and find a partner that fits your growth strategy.
Let’s get started.
Why outsource Ecommerce customer service?
Before we dive into the list, we’ll discuss the “why” first. In the past couple of years, customer service has always been among the most commonly outsourced functions. This allows businesses to maintain a reliable contact center while focusing on other core functions.
For Ecommerce businesses where the demand for customer support is quite unique, customer service outsourcing has proven to be an ideal solution for a number of businesses, too — and for several good reasons.
Let’s go through some of them.
- Outsourcing customer service allows ecommerce brands to scale faster.
When working with an outsourcing provider, it’s easier for online stores to add more customer support agents as sales grow, especially during peak seasons. In the same way, it’s more convenient to scale back as the demand changes.
- Outsourced customer service empowers businesses to offer 24/7 support.
The beauty of working with offshore outsourcing partners (particularly those based in the Philippines) is the opportunity to take advantage of varying time zones. Because of time zone differences, customer service providers can take calls 24/7, without the need to manage overnight shifts or different time zones.
- Ecommerce customer service outsourcing gives you access to specialized talent.
Outsourcing companies train agents specifically in Ecommerce platforms, CRM systems, and brand tone adaptation. This way, you get fully-trained agents who are dedicated to serving your customers.
- Outsourced customer support teams help improve CSAT & retention.
Since they are solely focused on customer service alone, outsourced customer service teams help boost satisfaction and loyalty. With highly-organized systems to expert communication skills, you can fully trust outsourced customer service teams to represent your online brand well.
- Lastly, outsourcing reduces operational costs.
Since BPO companies handle the entire onboarding process of customer service agents, you also save on hiring, training, and overhead expenses when outsourcing. Once the team is set up, they will be ready to handle all customer inquiries, making sure that every customer interaction counts.
Now that we have covered the why, let’s talk about the who. When done right, outsourcing transforms customer service into a loyalty engine. To maximize returns and ensure that Ecommerce customer service outsourcing works for your online store, it’s crucial to find the right outsourcing partner.
Get to know some of the companies who can help you connect with your customers through better customer experiences.
Top 10 Providers to Outsource Ecommerce Customer Service
Below are some of the leading BPO companies in the Philippines who excel in offering outsourced Ecommerce customer service solutions:
1. KDCI Outsourcing
Based in Pasig City and specializing in end-to-end Ecommerce customer support for medium to large global brands, KDCI Outsourcing is a top choice for those looking for flexible engagement models and personalized customer solutions.
When it comes to outsourcing Ecommerce customer service, KDCI stands out as the leading choice for brands seeking a flexible, scalable, and genuinely human approach to customer experience. They specialize in building custom customer service teams that align with your brand voice, handle high-volume inquiries, and support every channel — from live chat and email to social media and marketplace communication.
KDCI’s edge lies in tailored strategies as KDCI designs workflows, scripts, and escalation paths that reflect each client’s unique operations and brand personality. Their solutions are ideal for online stores using Shopify, WooCommerce, Magento, and Amazon, among others. KDCI works with businesses in the US, Australia, or Europe that want to scale customer service operations offshore without compromising service quality or customer experience.
2. Teleperformance
Teleperformance remains one of the most recognized names in the BPO world, specializing in working with enterprise Ecommerce brands with international operations. They offer enterprise-grade customer experience management with deep expertise in omnichannel support and analytics. Their core strengths include advanced analytics and CX automation as well as strong compliance and data security standards
Their Ecommerce teams manage high ticket volumes across multiple regions, providing coverage in dozens of languages — ideal for retailers selling in global markets. If you’re running an enterprise that needs global 24/7 coverage and want to combine human and automated support seamlessly, Teleperformance is an ideal partner for you.
3. Concentrix
For online retailers looking to modernize customer experiences, Concentrix is a good option. Concentrix combines CX strategy, technology, and delivery, making it perfect for Ecommerce businesses looking to transform their entire customer support function — not just outsource it.
Their team helps brands integrate AI, chatbots, and automation into customer journeys while ensuring every touchpoint feels consistent and personal.
Concentrix excels in consulting and process optimization, AI-powered automation, and integration with CRM and marketing platforms.
4. TTEC
TTEC takes a unique approach — blending marketing, sales, and service to help brands deliver profitable customer experiences. They focus on connecting customer care with customer acquisition, upselling, and retention.
Their Ecommerce customer service offering is particularly strong when it comes to:
- customer service and sales integration;
- data analytics for customer lifetime value; and
- global workforce with a strong tech stack.
TTEC is usually chosen by Ecommerce companies worldwide who are looking to turn support into sales and improve lifetime customer value.
5. TaskUs
TaskUs is popular among fast-growing digital brands for its modern, agile approach to customer experience. The company is known for handling support across chat, social media, and online communities, and for maintaining a youthful, energetic team culture.
With expertise in digital-native brand support, focus on social media and community moderation, as well as flexible scaling and fast onboarding, TaskUs is ideal for brands targeting Gen Z and millennial audiences through social-first engagement.
6. Foundever
Next on our list is Foundever, which combines AI efficiency with human empathy, enabling brands to handle large support volumes without sacrificing personalization. Their teams are trained to balance automation (like chatbots for basic queries) with empathetic live interactions for complex cases and customer inquiries.
Foundever is an ideal partner for retailers managing massive order volumes, returns, or marketplace queries. They are best known for their:
- hybrid AI-human delivery model,
- global presence and data-driven insights, and
- scalable enterprise support.
7. TELUS International
TELUS International stands out for combining CX delivery and AI data operations. They’re the go-to provider if you want to use machine learning or conversational AI to improve your Ecommerce customer service workflows.
TELUS offers multilingual customer service operations, AI training and data annotation for call center agents, and advanced automation and analytics to streamline workflows and processes. For brands exploring AI-enhanced self-service or AI-assisted agent support, TELUS is an ideal customer service outsourcing partner.
8. VXI Global Solutions
VXI Global Solutions combines large-scale customer support delivery with intelligent automation and data-driven performance management. They specialize in designing workflow systems that improve resolution times, reduce operational inefficiencies, and maintain service consistency at enterprise volume.
With strong QA frameworks and a highly secure delivery model, VXI is a reliable choice for brands that require compliance, visibility, and continuous optimization in their customer service operations. For enterprise organizations aiming to enhance efficiency without compromising customer experience, VXI is a strong outsourcing partner.
9. Enshored
Enshored is known for supporting high-growth DTC and subscription-based ecommerce brands that value authenticity and brand-aligned customer interactions. Their teams are intentionally smaller and more agile, allowing them to adopt brand voice, internal processes, and product knowledge quickly. This makes them particularly effective for lifestyle, apparel, beauty, and niche consumer brands where tone and personalization matter.
For companies seeking a boutique, collaborative outsourcing experience rather than a large-scale call center environment, Enshored is an ideal partner.
10. Digital Minds BPO
Digital Minds BPO is a cost-efficient customer service outsourcing provider headquartered in Manila. They specialize in providing offshore CX teams that are both budget-friendly and fluent in Western communication styles, making them especially attractive for brands expanding global support coverage.
Their approach focuses on dependable service delivery while maintaining a strong understanding of ecommerce workflows, particularly order management and post-purchase inquiries.
Digital Minds is chosen by their clients for:
- competitive and transparent pricing,
- English-proficient support teams, and
- proven experience in ecommerce customer care.
How to choose the right Ecommerce customer service partner
With all these options available (and a lot more that are not included in the list), selecting a provider can be overwhelming. Keep in mind, however, that choosing your Ecommerce customer service outsourcing partner isn’t just about pricing but also about finding the right operational and cultural fit.
To help you find the right match, here’s a quick checklist that you can refer to:
- Ecommerce Experience: Ask for case studies in your industry (fashion, electronics, etc.).
- Tech Stack: Ensure integration with your help desk and ecommerce platforms.
- Scalability: Check if they can ramp up quickly during peak seasons.
- Cultural Alignment: Will their agents represent your brand’s tone and values well?
- Data Security: Review data protection, compliance, and NDAs.
- Reporting & Analytics: Look for real-time dashboards and CSAT monitoring.
Once you’ve assessed these key criteria and identified the right Ecommerce customer service outsourcing partner who can help you with your business goals, you can get started on building your offshore customer service team.
Here’s how:
How to outsource Ecommerce customer service operations: a step-by-step guide
1. Start with a pilot program.
Launch a small-scale pilot to test alignment and workflows before scaling full volume. If you’re just testing the waters, working with a few agents and establishing clear systems with a small team can help you prepare and mitigate the risks of having a full-scale, offshore customer service department.
2. Define KPIs clearly.
The key to any good Ecommerce partnership is setting clear expectations. In the context of outsourcing customer service functions, Key Performance Indicators (KPIs) help you assess the quality of service you’re getting. As such, it’s important to set measurable goals for CSAT, average handle time (AHT), and response time upfront.
3. Share your brand playbook.
While Ecommerce call center agents from trusted outsourcing companies already have the technical and communication skills, they still need guidance when it comes to delivering personalized experiences to your customers. The best way to make sure that the service is tailored to your business’ customers is to provide guidelines on tone, empathy, escalation, and product FAQs.
4. Monitor early feedback.
Collect customer feedback during the first 90 days to refine scripts and processes. After all, it’s your customers who are directly interacting with the customer service agents. Use their feedback in order to identify the strengths and address the gaps in the customer service workflow.
5. Scale gradually.
As with any business process, the initial steps will naturally involve assessments, feedback, and ongoing improvements in your customer service process. Think of it as a long-term investment in your business growth. Once quality stabilizes, that’s when you can add more channels (voice, chat, social) to your contact centers.
What’s in store for Ecommerce customer service this 2026?
The future of Ecommerce customer service is AI-assisted, data-driven, and globally distributed. Brands that thrive will be those that blend human empathy with intelligent automation to create experiences that are efficient, consistent, and emotionally resonant.
Outsourcing partners like KDCI Outsourcing are already leading this shift in trends — combining human expertise with CX analytics and automation to help brands deliver top-tier experiences at scale. In 2026, ecommerce success hinges on how well you care for your customers. The right outsourcing partner helps you do exactly that: enhance customer satisfaction while freeing your internal team to focus on growth.
So, if you’re looking for a trusted partner for your Ecommerce customer service operations, look no further than KDCI Outsourcing.
Outsource your Ecommerce customer service with KDCI today.
Scaling your operations for your online store is easier when your customers feel valued every time and across every channel.
At KDCI Outsourcing, we help global Ecommerce brands build customer service teams that deliver consistent, empathetic, and results-driven customer experiences. From chat and email support to omnichannel strategies, we tailor every outsourcing solution to strengthen loyalty and elevate your brand reputation.
Talk to our Ecommerce outsourcing specialists and discover how we can help your store scale smarter in 2026. Contact us to learn more.
