Flexible eCommerce Outsourcing Solutions from the Philippines
Grow your ecommerce business with outsourced support from the Philippines. SupportZebra offers expert customer service, order management, and scalable solutions with no long-term contracts.
Trusted by Fast-Growing Ecommerce Brands
eCommerce Customer Support KPIs
CSAT Average >85%
Chat First Response Time: <10 seconds
Email First Response Time: < 10 minutes
Phone Wait Time: <2 minutes
Customer Save from Churn: 20%
Longest Service Partner Tenure: 14 years
eCommerce Support Services We Offer
Customer Service
- Responding to inquiries across email, chat, phone, and social media
- Managing post-purchase support: shipping updates, delivery issues
- Resolving product questions, complaints, and refund requests
- Handling chargebacks and dispute resolutions
- Cross-selling and Product Recommendations based on customer history, cart behavior, or product fit
Order Management
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- Manual order placement, edits, and cancellations
- Proactive monitoring of delayed/unfulfilled orders
- Order syncing across Shopify, Amazon, Walmart, and other channels
- Coordinating with fulfillment centers and couriers for delivery issues
Returns & Refunds
- Processing returns and issuing refunds/store credits per policy
- Generating and emailing return labels
- Communicating restocking timelines
- Identifying return reasons to reduce repeat issues
Back Office Support
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- Tagging and triaging support tickets for resolution flow
- Maintaining and updating FAQs/help center content
- Managing ecommerce product listings and description updates
- Customer feedback aggregation and insight reporting
Omnichannel Support Readiness
- Fluent in tools like Gorgias, Zendesk, Re:Amaze, Freshdesk
- Ecommerce platform experience: Shopify, WooCommerce, Amazon Seller Central
- Brand-aligned tone: fun and fast for DTC, calm and precise for luxury, proactive and conversion-focused for marketplaces
Why eCommerce Brands Choose SupportZebra
Boost Revenue via Smart Support
Our agents are trained to spot upsell and cross-sell opportunities in every conversation — turning support into a profit center that grows AOV and LTV.
Enhanced Customer Experience
Cross-trained in empathy and product knowledge, our teams not only solve problems — they guide buyers to the best-fit products, increasing satisfaction and conversion.
Faster Ramp-Up, Zero Lock-In
Start with a 30- or 90-day pilot. Scale for seasonal peaks like Q4, new drops, or flash sales with no long-term contracts required.
Omnichannel Support Done Right
Reach customers wherever they message you: chat, email, Instagram, TikTok, marketplaces — we support them all, with brand-aligned tone and speed.
Stable, Experienced Agents
We maintain low attrition and high agent continuity, meaning your customers hear familiar voices every time.
We maintain low attrition and high agent continuity, meaning your customers hear familiar voices every time.
Platform-Ready Specialists
Our agents already know how to use your stack (Shopify, Amazon, Gorgias), so you save time on training and see ROI faster.
Platforms We Know. Tools We Support.
At SupportZebra, we don’t just learn your stack — we’re already fluent in it. Our ecommerce support teams are trained across today’s most important customer experience, order management, billing, and collaboration platforms. That means faster onboarding, fewer errors, and immediate impact on your operations.
Tools & Platforms We Use Every Day
Ecommerce & Order Management
Customer Support & Communication
Payments, CRM & Finance
Retention, Loyalty & Email Marketing
Access, Collaboration & Security
Training, Analytics & Workflow
How to Pick the Right eCommerce Support Call Center in the Philippines
Choosing the right call center partner in the Philippines is crucial for any brand aiming to enhance customer satisfaction and drive tangible results. SupportZebra’s Call Center Services offer a compelling solution with unique features and benefits tailored to meet diverse business needs. Here’s a guide on how you can pick the perfect call center partner:
1. Look for PCI Compliance
- Just because your ecommerce business is small doesn’t mean customer data should be vulnerable. Many large BPOs are PCI certified because they handle enterprise clients — but smaller call centers often skip this due to cost or complexity.
- Choose a provider like SupportZebra, which has PCI-DSS Level 1 certification — giving startups and growth-stage ecommerce brands access to the same security protocols used by Fortune 500 companies.
- Whether you’re processing payments, handling billing inquiries, or managing return authorization, your support team should treat every piece of customer information with industry-grade protection.
2. Demand Flexibility – Without Lock-In
- Does your support partner offer 30- or 90-day trial terms instead of locking you into a long-term contract?
- Can they scale your team during peak seasons (like Q4) and scale back without penalty?
- SupportZebra was built around startup flexibility — we pioneered month-to-month service models for fast-moving ecommerce teams.
3. Choose a Culture that Cares
- High agent turnover = retraining, inconsistency, and poor customer experience. Yet many call centers still operate with burn-and-replace cultures.
- SupportZebra’s employee-first values result in low attrition, long-tenured agents, and consistent customer experience. Our people stay — and that means your customers don’t have to repeat themselves.
4. Prioritize eCommerce Platform Experience
- Ecommerce customer support is different from general customer service — your provider should know platforms like Shopify, Amazon, Klaviyo, Gorgias, and ShipStation inside and out.
- Look for a team that’s already familiar with refund flows, product variant issues, fulfillment delays, chargebacks, and even cross-sell opportunities during live chat.
5. Expect Results — Not Just Headcount
- A good call center fills seats. A great ecommerce support partner helps you drive more sales, reduce churn, and elevate your CX.
- SupportZebra focuses on outcomes, not vanity metrics — our clients see improved NPS, lower response times, and higher CSAT scores with every campaign.
Frequently Asked Questions – eCommerce Support Outsourcing
Is SupportZebra PCI-DSS certified?
Yes — SupportZebra is a PCI-DSS Level 1 certified call center. While most smaller BPOs skip this due to cost or complexity, we pursued full compliance to protect ecommerce brands of all sizes. Whether you’re handling credit card details, account info, or subscription data, your customers’ information is secured to the same standard used by Fortune 500 companies.
What if our ecommerce platform isn’t listed?
No problem! If your platform is similar to tools like Shopify, Amazon, or BigCommerce, our in-house training team will build a tailored training program. We’ve successfully onboarded clients using a wide range of ecommerce stacks — and we’re equipped to ramp up quickly with minimal disruption.
Do your agents speak English clearly?
Yes. Our support agents speak neutral, globally understandable English. For written support (chat, email, tickets), we leverage advanced tools and QA workflows to ensure clarity, tone consistency, and brand alignment in every message.
What specific ecommerce functions can you support?
SupportZebra teams can handle:
- Customer inquiries (order status, shipping, product questions)
- Order edits, cancellations, and fulfillment coordination
- Refund and return requests, chargebacks
- Cross-selling and product recommendations
- Loyalty and subscription program support
- Product catalog updates, tagging, and backend admin
- Helpdesk tagging and reporting for operations insight
Can you support omnichannel ecommerce?
Absolutely. We support phone, email, live chat, SMS, and social channels like Facebook Messenger or Instagram DMs — depending on your customer journey. We adapt messaging tone and workflows per platform to ensure consistent, brand-aligned support.
Do you support 24/7 coverage?
Yes. We offer round-the-clock support, including weekends and holidays. Whether you need full 24/7 coverage or just off-hours and overflow support, we’ll tailor the staffing model to your needs.
How fast can we launch?
Most ecommerce programs go live within 30 to 60 days, depending on complexity and system integrations. We offer 30- and 90-day pilot engagements so you can evaluate performance before scaling — with no long-term commitment.
Testimonials
“SupportZebra was the first partner we worked with that was clearly driven to help us reach our goals and willing to go above and beyond when the situation called for it. ”
SalesNexus
“The team that we have built with SupportZebra is fantastic! They are eager to learn, sharp, and extremely dependable.”
EJ Wholesale
``Support Zebra has been a game changer for our business. After bringing on a SZ team member, we've managed to improve our operational efficiency and further focus our sales efforts.``
