Our service

Outsource customer service that feels like your own

For Swedish e-commerce businesses that need scalability, language support, high availability, and easy administration without compromising the customer experience.

Your team, our staff. Dedicated agents who work within your systems, on your schedule, and according to your KPIs
Native speakers or Human AI, via phone, email, chat, and social media
24/7/365 customer service at the same hourly rate, with no minimum contract term or setup fees

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That’s why e-commerce businesses choose OnlineFactory

You'll get an external team that feels like part of your own, and a steup that's easy to implement in yuor day-to-day operations.

Your team, our staff

We're not a call center that jumps from one brand to another. We build a dedicated team that acts as an extension of your customer service department.

Always in your systems

We work directly within the tools you already use. No migration, no integration, and no detours before you can get started.

The right language for the right market

Choose native speakers when language and loacl insight are essential. Choose Human AI when you want to expand into more languages quickly and cost-effectively.

Built for e-commerce

Order inquiries, deliveries, returns, payments, and product questions are part of our daily routine. This helps the team become productive and confident in customer interactions more quickly.

Scalable as demand increases

We can scale up during campaigns, peak seasons, and periods of expansion, and scale down when demand decreases. You won't need to build a larger internal organization to handle the peaks.

Clear overview of costs

The same hourly rate applies 24/7/365. No setup fees, no hidden costs, and no contract terms that lock you in.

Multilingual support – Human AI

English-speaking agents can also use AI-powered real-time translation to handle multiple languages efficiently, and at a fraction of the cost compared to native speakers.

Available 24/7

We offer customer service via phone, email, chat, and social media, 24 hours a day, every day of the year.

How we handle customer service outsourcing

A simple process that makes it easy to get started and easy to grow.

We'll work together to set the parameters: We'll review the language, channels, operating hours, volumes, and KPIs. Then we'll develop a plan tailored to your business from the very start.

We build the team around you: We recruit based on your requirements, and you're involved in the process. You meet the candidates and approve them before we get started. Once the team is selected, we onboard them into your systems, your products, and your way of working.

We manage, monitor, and improve: The team receives ongoing coaching, quality monitoring, and clear goals. You gain insight into how customer service is performing and can scale up or down as needed.

Outsource customer service that feels like your own

That’s why e-commerce businesses choose OnlineFactory

How we handle customer service outsourcing

Would you like to outsource customer service without losing control?

Contact us

— We tailor our solutions to your needs!