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Outsourcing in SaaS, eCommerce, and Shopify Apps: A Crucial Pivot in Today’s Business Landscape

“Outsource or Out of Source?” A question as old as the outsourcing practice itself. Have you ever found yourself gazing at the stars, pondering whether outsourcing customer support could be the rocket fuel your SaaS, eCommerce, or Shopify App business needs to blast off? If so, buckle up as we navigate the nebula of outsourcing.

Hitting the Pain Points

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Before we take off, let’s acknowledge the gravity of the situation. The support function is often a pressure cooker, a non-stop barrage of inquiries, requests, and at times, very unhappy customers. Understanding this, it becomes vital to consider the Metrics to Determine Outsourced Support Success. The churn rate of customer support staff in some industries can hover around 30-45% – a statistic as chilling as the dark side of the moon.

The Challenges of In-house Customer Support

  1. Recruitment: Hiring the right people who can handle the pressure while delivering top-notch service is a tall order.
  2. Training: It takes time and resources to get new hires up to speed.
  3. Retention: Given the stressors in customer support roles, retention can be a significant challenge.
  4. Cost: The combined costs of recruitment, training, and retention can make in-house support a costly affair.

The Power of Outsourcing

Given these challenges, outsourcing customer support can seem like a supernova of a solution. A recent study revealed that over 37% of small businesses currently outsource a business process, with customer service being one of the top functions outsourced.

The Benefits of Outsourced Customer Support

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  1. Cost Savings: Businesses can save up to 60% in operational costs by outsourcing customer support.
  2. 24/7 Support: Time zones are no longer a barrier. Your customers receive round-the-clock support.
  3. Expertise: Leverage the skills and experience of professionals who live and breathe customer support.
  4. Focus on Core Activities: With customer support taken care of, you can focus on your business’s primary functions – like improving your product or service.
  1. Cost Savings: Businesses can save up to 60% in operational costs by outsourcing customer support.
  2. 24/7 Support: Time zones are no longer a barrier. Your customers receive round-the-clock support.
  3. Expertise: Leverage the skills and experience of professionals who live and breathe customer support.
  4. Focus on Core Activities: With customer support taken care of, you can focus on your business’s primary functions – like improving your product or service.

A Rocket to Better Customer Support

So, what’s it going to be? Will you continue wrestling with the challenges of in-house customer support, or will you harness the power of outsourcing to skyrocket your customer satisfaction scores?

As we journey through this exploration of outsourcing in SaaS, eCommerce, and Shopify Apps, let’s remember: not every star in the sky is a sun, but they all have the potential to shine brightly. Are you ready to illuminate the path to better customer service?

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SaaS Customer Support Outsourcing: Your New Teammate on the Business Relay

The SaaS Customer Conundrum

Let’s talk about a not-so-funny fact: according to a Gartner report, by 2023, 90% of current SaaS providers are expected to provide some form of customer service as a feature. And it’s already 2023 folks!

Yet, isn’t it interesting how a service industry like SaaS, built to make lives easier, can itself face a mammoth task in managing customer support? It’s a bit like a chef too busy cooking that they forget to serve the meal!

So, what do we do when the heat is too much in the SaaS kitchen? We call in the support – outsourced customer support that is.

Your Baton Holder: Outsourced Customer Support

Imagine you’re in a relay race, and you’re starting to flag. You’ve run your hardest, but your speed is waning. What do you do? You pass the baton to the next runner, of course!

Outsourcing customer support for your SaaS business is just like that. It’s about knowing when to pass the baton to a team that’s got the sprint of Usain Bolt and the communication finesse of Mr. Rogers. You focus on what you do best – creating world-class software – and let your outsourced team manage customer queries, issues, and feedback.

Understanding the Outsourced Support Advantage

“Wait a minute,” you might be thinking, “What’s in this baton-passing for me?” Great question! Here’s what you stand to gain:

24/7 Availability

Your customers are global, and so should be your customer support. With outsourced support, you ensure your customers are covered round the clock. No more losing out on customer satisfaction due to different time zones.

Expertise at Your Fingertips

Your outsourced team isn’t just a call center. They’re experts in customer support software and tools, SLAs, onboarding processes, reporting, and everything you need for a smooth customer service experience. If you want an in-depth understanding, take an An All-encompassing Look at Customer Support Software and Solutions. In fact, they’re like a Swiss Army knife of customer support!

Cost and Time Efficiency

Imagine not having to manage a full-time in-house customer support team. No recruitment headaches, no resource allocation issues, and more time for you to focus on the core aspects of your business.

Scaling Made Easy

With an outsourced customer support team, you can easily scale your customer support as your business grows. It’s like having an elastic band that expands with your needs.

The Bottom Line

In the ‘rent-not-buy’ landscape of SaaS, customer service can’t be an afterthought. It’s a vital part of your package that can drive customer satisfaction, retention, and business growth.

Outsourcing customer support is like finding a reliable teammate in the business relay race. So pass the baton, let them sprint, and watch as your business races towards the finish line.

eCommerce Customer Support Outsourcing: A Concerto of Efficiency and Satisfaction

The Balancing Act: Why Outsourcing Makes Sense

In the bustling bazaar of eCommerce, customer support is the bustling, beating heart. From resolving order issues, answering product queries, and responding to refund requests, it’s a game of digital whack-a-mole. One where you’re the player, and the incessant moles are customer queries popping up at all hours.

Keeping up with this rapid pace can be like trying to compete in the Tour de France with a unicycle. You might get there, eventually, but it’s going to be a grueling journey.

Did you know that nearly 89% of consumers switch to competitors following poor customer service? (Source: Harris Interactive). That’s a hefty chunk of potential revenue disappearing faster than you can say “abandoned shopping cart.”

Moreover, providing top-notch customer service isn’t just about retaining customers. It also helps attract new ones. According to a study by American Express, happy customers are likely to tell nine others about their experiences.

A Symphony of Services: What Outsourced eCommerce Customer Support Looks Like

Outsourcing customer support in eCommerce is akin to having a seasoned conductor leading your orchestra. Each section (be it strings, winds, or percussion) works harmoniously under expert guidance. Let’s break down this symphony into its various movements.

Round-the-Clock Customer Assistance

Just like a 24-hour convenience store, outsourced customer support is at your customers’ service whenever they need it. It’s always “business hours” somewhere on the globe, and with a dedicated support team, your eCommerce business never has to put up a “Closed” sign.

Multilingual Support

Outsourcing customer support often comes with the added bonus of multilingual support. It’s like having a team of United Nations interpreters at your service. This service can be invaluable, especially if your eCommerce business has a global footprint.

Managing Returns and Refunds

Managing returns and refunds can be a tedious task, akin to threading a needle while riding a rollercoaster. An outsourced customer support team can handle this process smoothly, ensuring your customers’ satisfaction and freeing up your internal resources.

Upselling and Cross-Selling

Who says customer support can’t contribute to your bottom line? A savvy outsourced support team can identify opportunities for upselling and cross-selling, transforming a customer call into an increased sales opportunity.

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Playing the Long Game: Outsourcing as a Strategic Move

Outsourcing eCommerce customer support isn’t just about surviving the daily grind. It’s about enabling growth and scalability. With customer support handled by dedicated professionals, your team can focus on strategic tasks that drive your business forward – product development, marketing, business partnerships. It’s the difference between playing a frantic round of whack-a-mole and carefully planning your next chess move.

In a nutshell, outsourcing eCommerce customer support can transform your business from a one-man band into a full-fledged symphony orchestra. The music’s sweeter, the harmony’s richer, and your audience – your customers – will be asking for an encore.

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Shopify Apps Customer Support Outsourcing: The Key to Mastering Your Business Soufflé

Ever felt like creating a successful Shopify App is akin to baking a soufflé? The ingredients and timing need to be impeccable. But once the app is live, you’re met with an onslaught of customer questions and complaints that leave you feeling like the chef when the soufflé falls flat.

Don’t Hang Up Your Apron Just Yet!

If you’ve been thinking of hanging up your apron, reconsider! Outsourced customer support providers can be the sous-chefs your Shopify App business desperately needs. They handle the heat of customer inquiries, troubleshooting, and complaints, allowing you to focus on what you do best – crafting exceptional apps.

Consider this: a chef who tries to serve all the tables might end up burning the kitchen. Likewise, an entrepreneur who attempts to don all hats may find their business taking a nosedive. Remember, while creating a dazzling app is crucial, managing customer expectations is equally (if not more) vital for your app’s reputation and long-term success.

A Look at the Numbers

The benefits of outsourcing aren’t just anecdotal. Let’s turn to data to see how this strategic move could tip the scales in your favor.

According to a report by Deloitte, 78% of businesses around the world feel positive about their outsourcing relationships. Additionally, a whopping 57% mentioned that outsourcing enables them to focus on core business processes.

Now consider this – there were more than 1.7 million apps on Shopify’s App Store as of 2022, each vying for the users’ attention. But what happens when users have a problem or a question? They expect immediate and helpful support. This is where outsourced customer support shines, by being able to provide timely, knowledgeable, and courteous assistance.

Why Outsource Shopify App Customer Support?

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1. Availability:

Outsourced support providers can offer round-the-clock support, ensuring that customer queries from any time zone are promptly addressed. This 24/7 availability can significantly enhance your app’s reputation and customer satisfaction levels.

2. Expertise:

These providers come armed with trained professionals, well-versed in customer service best practices and knowledgeable about Shopify’s ecosystem. Their expertise can be a game-changer in handling technical queries or troubleshooting issues.

3. Scalability:

Customer support needs can fluctuate depending on app updates, seasonal changes, or promotional events. Outsourced support providers offer scalability to handle these peaks and troughs efficiently, without compromising on the quality of support.

4. Cost-effectiveness:

Outsourcing can be a cost-effective solution, eliminating the need for investing in hiring, training, and maintaining an in-house customer support team.

Making the Right Choice

When it comes to choosing an outsourcing partner, it’s essential to follow certain Guidelines for Selecting an Outsourcing Support Provider. These guidelines recommend considering factors like their experience with Shopify apps, customer support SLAs, reporting capabilities, onboarding processes, and training methodologies. You might also want to review testimonials from other businesses, compare providers, and even reach out to their current clients for feedback.

Remember, choosing the right customer support partner is like selecting the perfect wine to accompany your soufflé – the right choice can elevate the whole experience.

In the End

Running a successful Shopify App is no easy feat. It’s a delicate balance of creating a useful and engaging app, marketing it effectively, and managing customer expectations. Outsourcing customer support can be a strategic move to maintain this balance, turning potential soufflé disasters into Michelin-star worthy successes.

After all, the proof is in the pudding, or should we say, the Shopify App Store ratings! So, are you ready to turn up the heat and master your business soufflé?

Comparisons and Considerations

SaaS, eCommerce, or Shopify Apps – different universes with unique planets of customer needs. So, how do you find the right customer support outsourcing for your galaxy? We’re on a mission to help you explore these foreign terrains and steer your spaceship towards the perfect outsourcing partner.

White-Label Support: The Invisible Protectors

If you are on the lookout for a seamless extension of your brand, you might consider white-label customer support. As incognito as superheroes in disguise, these providers serve your customers under your brand name.

It’s like your customers are watching a well-orchestrated play, captivated by the performers (your products), unaware of the crew (white-label support) behind the scenes, ensuring the show runs smoothly.

Key Considerations:

  • Brand Identity Preservation: Is the provider able to maintain your brand voice?
  • Customization: Can they tailor their service to meet your specific needs?
  • Confidentiality: Are they committed to maintaining your company’s confidentiality?

Dedicated Support: Your Personalized Support Squadron

Imagine having a squadron of customer support specialists dedicated solely to your company. Sounds like a scene straight out of a sci-fi movie, right? But that’s exactly what dedicated support offers. They are committed, exclusive, and completely tuned in to your business and customer needs.

They are the answer to, “Can someone handle this so I can focus on scaling the business?”

Key Considerations:

  • Specialist Expertise: Does the provider have deep knowledge of your industry?
  • Commitment: Do they demonstrate a high level of dedication to your success?
  • Scalability: Can they grow and evolve with your business?

24/7 Support: The Around-The-Clock Lifeline

Nothing says “we’ve got your back” like a customer support provider that’s available 24/7. It’s like having a reliable co-pilot, always ready to take the controls when you need to rest.

From a restless SaaS user troubleshooting at midnight, to an eCommerce shopper with a query in the early morning hours, 24/7 support ensures your customers always have someone to turn to.

Key Considerations:

  • Availability: Is the provider truly available 24/7, 365 days a year?
  • Response Time: How quickly do they respond to customer inquiries?
  • Global Reach: Can they effectively support customers in different time zones?

Making the Right Choice

Now that we’ve explored the different ‘outerspace’ options, the key is to find a provider that understands your sector’s language. They should be well-versed in your customer demographics, technical needs, and unique challenges.

Consider the following before docking your spaceship:

  • Reviews, Testimonials, and Case Studies: These can provide valuable insights about providers’ performance.
  • Proven Industry Expertise: Look for a provider with experience in your specific industry.
  • Service Offerings: Ensure they can offer services aligned with your business needs.

Ready to blast off? Buckle up, because with the right customer support outsourcing, it’s going to be a journey to remember.

Outsourcing, Your Secret Weapon

To Outsource or Not to Outsource

William Shakespeare may have been on to something when he penned, “To be or not to be.” In today’s world, though, the question is, “To outsource or not to outsource?” For SaaS, eCommerce, and Shopify App businesses, the answer is more and more becoming a resounding ‘yes’. A survey by Deloitte in 2020 found that 59% of businesses surveyed outsource to cut costs, and 57% outsource to focus on core business.

The Magic of the Right Outsourcing Partner

Think of finding the right outsourcing partner as completing your business’s puzzle. You’ve got your corner pieces (your vision), your edge pieces (your products or services), and a scattering of interesting pieces across the table (your team). Your outsourcing partner is that final, crucial piece that not only completes the image but also brings the whole picture into focus.

Benefits of Outsourcing Customer Support

Cost Savings

By outsourcing, businesses can save up to 70% on labor costs alone. Now, doesn’t that sound like a giant leap towards profitability?

Access to Expertise

Outsourcing partners have honed their skills in customer support. They’re not just experts in what they do; they’re also in-the-know about best practices, industry trends, and the latest software and tools.


Need to scale support during high-traffic seasons? Outsourcing lets you ramp up (or down) without the headaches associated with hiring or letting go of staff.

Be Among the Stars

So, imagine, with the core focus on your product development and business growth, and after Picking the Right Outsourced Customer Support Partner, you allow them to take care of your customer support, ensuring your business can finally achieve the state of equilibrium it deserves.

You’ll no longer need to gaze at the stars and wonder, “What if?” Instead, your business could be among them, shining brightly, a beacon of success in the vast galaxy of your industry.


  • Jim

    Jim is the Co-Founder of xFusion, and is a seasoned SaaS operator with a background in leadership at LTV SaaS Growth Fund. Jim’s also a passionate SaaS business owner, and is eager to help others in the industry. Outside work, he devotes himself to adoption and raising foster children, and he aspires to maximize his impact on developing countries.

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