Why and How to Outsource Shopify Customer Service

July 8, 2025

As the Shopify ecosystem continues to grow, so do the expectations of its customers. Whether you’re selling DTC skincare or custom electronics, providing fast, consistent support has become a non-negotiable. Yet for many store owners, scaling customer service is one of the most difficult parts of the business.

Outsourcing has become a go-to solution—not just to cut costs, but to increase performance, reduce ticket response times, and meet growing customer expectations. In this guide, we’ll explore what it means to outsource shopify development team merchants rely on, why it works, and how to do it right.

What Does It Mean to Outsource Customer Service for Shopify?

To outsource Shopify customer service means delegating your support channels—email, chat, social media, or phone—to an external team. This can be:

A freelance support agent working solo
A boutique agency that specializes in Shopify
A Business Process Outsourcing (BPO) firm with global reach

The best choice depends on your brand’s complexity, ticket volume, and customer base. But in every case, Shopify customer service outsourcing is about letting trained professionals handle communication—while you focus on scaling your store.

Why Shopify Store Owners Are Outsourcing Customer Support

Shopify makes it easy to launch a store. But as traffic grows, so does support volume. Here’s why more merchants are turning to external teams:

Support tickets grow faster than staff. Order issues, shipping delays, return requests—it all adds up.
Support is multichannel now. Customers want help via email, live chat, Instagram, even SMS.
Shoppers expect 24/7 responses. If you’re asleep, your competitors may not be.
Every reply reflects your brand. One bad experience can mean a lost customer or a negative review.

To stay responsive while protecting brand reputation, outsourcing is a strategic move—not a compromise.

Key Benefits of Shopify Customer Service Outsourcing

Here’s what Shopify brands gain when they shopify outsource customer service to trained teams:

Faster first responses. Outsourced agents work in shifts, covering time zones and reducing wait times.
Lower costs. Pay for what you use, not for idle hours. Avoid hiring, onboarding, and training overhead.
Shopify-trained agents. Many outsourcing teams know tools like Gorgias, Loop Returns, and Recharge inside out.
24/7 support. Serve global customers with rotating shifts or multilingual coverage.
Scalable teams. Add or reduce agents as needed during promos, holidays, or growth phases.

In-House vs. Outsourced Shopify Customer Support (Comparison Table)

Criteria	In-House	Outsourced
Cost	Higher (salary, benefits, training)	Lower (pay-per-ticket or hourly)
Speed	Limited to work hours	24/7 availability
Coverage	One timezone/language	Global, multilingual options
Scaling	Slow, requires hiring	Flexible team scaling

For startups and scaling brands, outsourcing usually wins on cost and flexibility. In-house works better when brand tone is ultra-specific or volume is low.

What Channels Can You Outsource on Shopify?

Most outsourcing providers support multiple communication channels:

Email (standard and templated replies)
Live chat via Gorgias, Re:amaze, Zendesk, etc.
Social DMs (Facebook, Instagram, Twitter)
SMS responses
Post-purchase follow-ups or surveys
Phone support (optional but available)

Omnichannel coverage ensures your customers get help wherever they reach out.

What to Look for in a Shopify Customer Service Outsourcing Partner

Not all outsourcing partners are the same. Here’s what to prioritize when selecting a Shopify customer service outsourcing provider:

Platform fluency: They should understand Shopify’s admin, Gorgias, Recharge, Loop, etc.
Helpdesk experience: Can they create macros, tags, and handle escalations properly?
Subscription logic: Familiarity with recurring orders and cancellation flows
Return/refund support: Policy-based and empathetic issue handling
Brand voice adaptation: Can they match your tone and culture?
SLAs and KPIs: Agree on first response times, resolution times, and CSAT metrics.

What Does a Shopify Outsourced Support Team Actually Do?

They’re not just answering emails—they’re keeping your store running smoothly. Typical tasks include:

Handling “Where’s my order?” (WISMO) inquiries
Explaining product specs or sizing
Initiating refunds or exchanges
Tagging and escalating tickets when needed
Upselling loyalty programs or subscription plans

They become a true extension of your internal team—without sitting in your office.

How to Successfully Onboard an Outsourced Support Team

A good onboarding process is key to success. Steps to get started:

Write clear documentation (FAQs, tone guides, escalation rules)
Set up your helpdesk (Zendesk, Gorgias, etc.) and create macros
Grant Shopify access (limited to order lookup)
Start in “shadow mode” — let them observe before replying

The smoother the onboarding, the faster they’ll start driving real value.

Common Challenges and How to Avoid Them

Outsourcing isn’t risk-free. Watch out for:

Brand misalignment: solved by tone guides, examples, and roleplay sessions
Miscommunication: fix with Slack, weekly check-ins, shared dashboards
Inconsistent quality: use CSAT surveys and random QA audits

Successful outsourcing = clear expectations + ongoing feedback.

Real Examples: Who’s Already Doing This?

Thousands of Shopify brands use outsourced customer support. Examples include:

Beauty brands needing weekend or holiday coverage
Fashion stores handling international returns
DTC electronics with high ticket volumes post-launch

Whether via a small agency or a global BPO, these stores serve customers faster—without building huge support teams.

How Much Does It Cost to Outsource Shopify Customer Service?

Pricing depends on the model and provider:

Pay-per-ticket: $1.50–$3.50 per ticket
Per-agent hourly: $7–$20+/hr (depending on region, language, time zone)
Hybrid: base retainer + ticket volume

Case in point: A mid-size DTC brand saved over $60,000/year by outsourcing instead of hiring three full-time agents.

When Should You NOT Outsource Shopify Support?

In some cases, outsourcing isn’t the right fit—yet:

You get fewer than 30 orders/day
Your products require deep, technical knowledge
You manage VIP or concierge clients with high-touch needs

For these situations, keep it in-house—or use outsourcing only for basic support and escalation triage.

Final Checklist Before You Outsource Customer Service on Shopify

Is your support volume steady enough to outsource?
Do you have a written FAQ and tone of voice?
Is your helpdesk (like Gorgias or Zendesk) ready?
Are you ready to train a partner?

If you answered “yes” to most of the above, you’re ready to make the switch.

Final Thoughts: Is Shopify Support Outsourcing Right for You?

Outsourcing isn’t just about saving money. It’s about building a responsive, scalable brand that can serve customers 24/7 without sacrificing quality. For most growing Shopify brands, it’s not a question of if—but when.

Whether you need basic helpdesk coverage or full-service support, finding the right partner can unlock huge value.

Ready to talk Shopify support? Let’s build a smarter support operation—together.

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Dmytro Pankratov

Master of Computer sciences, Creator, web engineer and consultant, father, husband, co-founder of web design and development agency