How to Outsource Customer Service for Your Small Online Store

Outsourcing customer service for your small online store can be a game-changer. Whether you’re overwhelmed with emails, live chats, or managing phone calls, having a dedicated team or individual to handle customer inquiries can free up your time and ensure your customers are getting the support they need. Here’s how I successfully outsourced my customer service and made it work seamlessly for my business.

Step 1: Know What You Really Need

The first step is to define exactly what tasks you want to outsource. Not all customer service is the same, and outsourcing can vary greatly depending on your business size, the volume of customer inquiries, and the type of support you need. Here are some areas to think about:

• Email support: Handling customer queries, order updates, returns, or refunds.
• Live chat support: Offering real-time assistance on your website.
• Phone support: Answering calls for more complex inquiries.
• Social media support: Responding to inquiries on your business’s social media platforms.
• Order management: Tracking and processing orders, dealing with fulfillment issues.

Practical takeaway:

Be specific. The clearer you are about what you need, the easier it will be to find the right person or team.

Step 2: Decide What Type of Outsourcing Fits Your Business

Now that you know what you need, it’s time to decide how you want to outsource:

• Freelancer: If you need flexible, ad-hoc support, a freelancer is a great option. Websites like Upwork, Fiverr, and Freelancer offer a wide range of customer service experts who can work with you on a contract or hourly basis.
• Customer Service Agency: For a more professional and consistent experience, consider working with a customer service agency. They have trained agents who specialize in handling customer inquiries and can provide 24/7 support.
• Virtual Assistant (VA): If your needs are more administrative, a VA with customer service experience might be the perfect fit. VAs typically handle various tasks, including customer support, emails, and social media management.

Practical takeaway:

Choose based on volume. Agencies are ideal for high-volume inquiries, while freelancers or VAs work best for smaller, less demanding support roles.

Step 3: Look for Customer Service Skills and Experience

It’s not just about hiring someone with a friendly demeanor; you need someone who can handle the specifics of online store customer service. Here’s what to look for in a candidate:

• Experience with eCommerce platforms: Your customer service person should be familiar with the platforms you use (Shopify, WooCommerce, BigCommerce, etc.).
• Knowledge of your products or services: The best candidates will take the time to understand your products and industry, making it easier for them to provide quality support.
• Strong communication skills: Since you’re outsourcing, clear communication will be crucial in ensuring smooth day-to-day operations. Look for candidates who are concise, polite, and proactive.
• Problem-solving skills: You need someone who can think on their feet and resolve issues quickly without needing constant guidance.

Practical takeaway:

Test candidates by asking them to handle a mock customer inquiry during the interview process. This will give you a sense of how they respond under pressure.

Step 4: Set Clear Expectations

Once you’ve hired your customer service professional, set clear expectations from day one. Define their working hours, availability (do you need 24/7 support?), response times (how long should it take for them to reply to an email or resolve a ticket?), and communication channels (do they need to be available on Slack or just email?).

Practical takeaway:

Establish a workflow to keep things organized. Tools like Trello, Asana, or Monday.com can help ensure everyone is on the same page regarding tasks, priorities, and deadlines.

Step 5: Implement the Right Tools for Efficient Communication

To ensure smooth communication with your outsourced team, use tools that allow you to stay organized and monitor progress. Some great tools for managing customer service teams include:

• Helpdesk software: Freshdesk, Zendesk, or Gorgias can help centralize your customer service requests into one system, making it easy for your VA or team to handle inquiries and track resolutions.
• Live chat tools: Intercom or Tidio are great for adding live chat support to your website and integrating them with your customer service team.
• CRM systems: If you’re tracking customer information and interactions, a CRM like HubSpot or Zoho will keep everything organized.

Practical takeaway:

Automate where possible. Set up automated responses for common inquiries and order updates to save time for both you and your outsourced team.

Step 6: Monitor Performance and Provide Feedback

The key to success in outsourcing customer service is continuous improvement. You need to regularly assess the performance of your customer service team to ensure they meet your standards. Here’s how:

• Set key performance indicators (KPIs): Measure response time, resolution time, customer satisfaction (through surveys or feedback), and ticket volume.
• Provide regular feedback: Have weekly or monthly check-ins to discuss what’s working, what needs improvement, and how the team can better serve your customers.

Practical takeaway:

Encourage feedback loops from your customers. If they have suggestions or complaints, pass them along to your outsourced team for improvement.

Step 7: Scale Your Customer Service as Needed

As your online store grows, so will your customer service needs. Keep an eye on volume and consider scaling your team when necessary. You may need to bring in additional staff or increase hours to match customer demand.

Practical takeaway:

Plan for peak seasons like holidays or sales events. You might need to temporarily increase your customer service team during these times to handle the influx of inquiries.

Conclusion: Simplify and Streamline Your Customer Service Outsourcing

Outsourcing customer service for your small online store can help you scale your operations and improve customer satisfaction without burning out. By carefully selecting the right team, setting clear expectations, and using the right tools, you can create a seamless customer experience that will keep your customers coming back.

My non-negotiables now:

• Clear expectations from day one
• Automation to handle routine inquiries
• Regular monitoring and feedback
• Scalable solutions for future growth

By following these steps, you can build a customer service team that works as an extension of your business, leaving you with more time to focus on growing your store.