Frequently Asked Questions About Outsourcing Customer Service
Here we've compiled the questions we most frequently receive from e-commerce businesses considering outsourcing their customer service. The answers are short and to the point, so you can quickly understand how we work and whether is the right partner for you.
About the format
We don't build one-size-fits-all support solutions. We set up dedicated teams that work within your systems, on your schedule, and according to your KPIs. You get flexibility of outsourcing, but the feel of an in-house team.
Yes. We provide you with dedicated staff who will get to know your products, processes, and customers. This results in higher quality, a more consistent tone, and a customer experience that feels more thoughtfully designed.
Yes. Work directly within the tools you already use. This means you avoid having to switch systems, migrate data, or make unnecessary technical adjustments.
Our approach is particularly well-suited for e-commerce businesses that want to scale up quickly, improve accessibility, support multiple languages, or take some of the load off their internal team. We tailor the solution to your needs, not the other way around.
Language, Channels, and Quality
We currently provide customer service in nearly all Nordic and European languages for our clients. We offer both native speakers and multilingual suport using Human AI. This allows us to tailor our approach to suit the market, channel, and budget.
Yes. Many customers choose different solutions for different markets, channels. or times of day. This gives you a customer service solution that is both flexible and cost-effective.
We can handle phone calls, emails, chat, and social media. Our team works within your existing tools and becomes a natural part of your daily customer interactions.
Yes. We can step in when demand increases and help you maintain a consistent level of service even during promotions, weekends, and other busy periods. The same hourly rate applies 24/7/365.
We start by onboarding your team into your products, processes, and brand voice. We then provide ongoing coaching, follow-ups, and quality assurance to ensure that the team continues to develop over time and delivers results in line with your goals.
We have Swedish project managers on-site who have extensive experience in e-commerce and customer service.
Launch, Pricing, and Partnerships
From a few days with English-speaking staff to a few weeks, depending on how language-specific the requirements are. It depends on the setup, language, and scope, but we work quickly and in a structured manner. Once we have a clear picture of your needs, we can establish a concrete plan for getting started.
We start by working with you to define the job requirements, goals, and working methods. We then recruit candidates, whom you approve, and the team recieves training on your systems, products, and procedures before starting.
Training can take place at your location, at our location, or oline, depending on your budget.
Yes. That's one of the major advantages of our approach. You can scale up when demand increases and scale down when things calm down, without having to restructure your organization internally.
Our rates start at $7/hour. We charge the same hourly rate 24/7/365. You only pay for hours worked and avoid setup fees, hidden costs, and long-term contracts. In fact, we don't have any contract terms at all for the first 3 months. After that, the commitment period is no longer than one month. You should confident trying out a new service.
Next step
The best approach is to discuss your current situation, your goals, and where you'd like streamline operations or expand. That way, we can quickly show you what a solution with OnlineFactory might look like in practice.
Contact us and we'll schedule an initial consultation. We'll review your current customer service operations, identify the challenges you're facing, and discuss how we can build a solution tailored specifically to your e-commerce business.
If you're looking to outsource customer service without losing control over the customer experience, we'd be happy to develop a plan that feels right form the start.