Human experts
Native-speaking agents trained on your products, policies and past tickets — a team working towards the KPIs that move your business forward.
Multilingual support →Outsourced ecommerce customer service
Your business is growing. Your support inbox is growing faster.
We've managed outsourced customer service for ecommerce brands across Europe, the US, and Canada since 2014. Your customers are taken care of. You keep growing.
Customer support from €1,500/month
- Native speakers in 8 languages
- 98.5% CSAT
- Under 3% agent turnover
- 24/7 across all channels
- Real‑time client dashboard
✓
Ticket resolved
Live chat · 27 sec
98.5% CSAT
Last month
Trusted by ecommerce brands
The ecosystem connecting people and AI
Every channel, AI-assisted speed, human judgement when it matters
AI technology
Hermes, our own platform, classifies tickets, drafts replies and routes every case — so agents spend their time on the conversations that need judgement.
AI-assisted service →Human + AI
One team across chat, email, phone, social and WhatsApp. AI handles the routine, agents take the cases that need extra care — in eight languages.
NLENFRDEESITPTAR
Explore our quality frameworkThe Growth Wall
Every growing ecommerce business hits the same wall. More orders, more returns, more customer questions — across more channels than your team was built to handle. A new product launch or a peak season can double your ticket volume overnight. But you can't hire and train agents at the same speed.
Expanding into new markets makes it harder still. Customers in France, Germany, or Italy expect support in their own language. Building a multilingual team internally takes months and specialist knowledge most businesses don't have in-house.
And every unresolved ticket is a customer who might not come back.
Ecommerce does not stop at checkout: carriers, returns, and urban delivery shape the questions your customers ask.
Since 2014
We live and breathe ecommerce
We have been working with ecommerce brands since 2014. We know what a Black Friday volume spike looks like from the inside. We know how a frustrated customer who received the wrong item needs to be handled differently from one who simply wants to track their order. We know the difference between a Shopify webhook issue and a carrier delay — and we know which one needs escalating.
We work with ecommerce brands that have real volume, real peak seasons, and real customers who expect excellent service. We have not let them down.
How it works
From audit to a running support operation in three steps
Step 1
We fix your support processes before we run them
Before we handle a single ticket, we audit how your customer service currently works. We map your ticket flows, return procedures, escalation paths, and response patterns — and identify where customers experience friction. Where we find problems, we propose improvements and agree them with you. Only then do we go live.
Most outsourcing providers inherit your processes and run them as they are. We believe that running a broken process efficiently is not a service. We fix it first.
Step 2
We build your knowledge base and train our team
We build a dedicated knowledge base around your products, policies, and brand voice — using your documentation and past customer conversations wherever available so nothing important is missed. We train our agents specifically on your operation — not on a generic script. We integrate with your existing tools: Shopify, Magento, WooCommerce, Amazon, Salesforce, or your own platform. Onboarding typically takes three to five weeks. You have a dedicated account manager from day one.
Step 3
We run your support operation. You get the dashboard.
Your incoming contacts are handled across every channel. Our AI layer classifies tickets, drafts responses for routine queries, and flags exceptions. Our agents review, approve, and handle the interactions that need product knowledge, judgement, or empathy. You have access to a real-time dashboard — ticket volume, response times, resolution rates, and customer satisfaction — at any time. Beyond aggregates, you can open the actual conversations: transcripts, summaries where useful, and enriched data such as sentiment, intent labels, product or topic tags, and other structured fields — so you can audit what was said and spot patterns behind the numbers.
What we handle
Every contact, every channel, every market
01
Customer service outsourcing
We manage your full customer service operation — email, live chat, telephone, social media, and WhatsApp — in your brand's voice and according to your procedures. Before we run anything at volume we audit and fix your workflows so we are not inheriting broken processes. Onboarding covers integrations with your ecommerce stack, a documented knowledge base, and agents trained on your catalogue and policies. You keep the same live dashboard and reporting we use — volumes, SLAs, quality scores, and drill-down into individual conversations — so outsourcing never feels like a black box.
Learn about customer service outsourcing →02
Multilingual customer support
We provide customer support in eight languages — Dutch, English, French, German, Spanish, Italian, Portuguese, and Arabic — delivered by native speakers, not translated scripts handled by whoever happens to be on shift. One coordinated operation serves every market you sell into, so your tone of voice and quality bar stay aligned whether the ticket arrives from Rotterdam, Munich, or Madrid. Launching or scaling across borders? You skip months of recruiting multilingual hires — fluent coverage starts when we go live.
Learn about multilingual customer support →03
AI-assisted support
Our AI layer handles classification, response drafting, and routing for routine queries — so our agents focus on the interactions that need human judgement. The result is faster responses, more consistent quality, and better scalability without additional headcount. You get the same visibility we do: real-time metrics plus the conversations behind them — transcripts, summaries where helpful, and enriched data such as sentiment, intent labels, and structured tags.
Learn about AI-assisted customer service →04
Machine Customer Readiness
A growing share of consumers delegate everyday support requests to personal AI agents. Machine Customer Readiness gives you the verification and routing layer to recognise this traffic, route it safely, and apply step-up verification before irreversible actions — across voice and email.
Learn about Machine Customer Readiness →Selling on a major platform? We offer Amazon customer service outsourcing, Bol.com customer service outsourcing, Cdiscount customer service outsourcing, and Kaufland customer service outsourcing — integrated with Seller Central, Bol.com, Cdiscount, Kaufland, or your marketplace seller tooling.
Integrations
Your tools, our people — live from day one
We work inside the helpdesk, shop platform and channels you already use. No migration, no new logins for your team — our agents plug into your stack and start delivering from the first week.
Helpdesk & CRM
Zendesk
Gorgias
Freshdesk
Salesforce
HubSpot
Intercom
Ecommerce & marketplaces
Shopify
Magento
WooCommerce
BigCommerce
Amazon Seller Central
Bol.com
Kaufland
Channels
WhatsApp
Instagram
Messenger
Gmail
Trustpilot
Slack
Microsoft Teams
Results
Results our clients count on
Total customer interactions handled since 2014
1,203,428
0.0% CSAT
Customer satisfaction last month
0 seconds
Average live chat response time
0 minutes
Average social media response time
Ecommerce support in practice
Alpine, the hearing protection brand, needed customer service that matched the reach of their European and international customer base. Shoppers asking about product fit, orders, and returns needed fast, accurate answers — whether they reached out during the day, in the evening, or at weekends. We provide support via email, phone, and TikTok in Dutch, French, German, English, Spanish, and Italian, so Alpine can engage customers in their own language when they are most likely to convert — without extending their internal team's hours.
Strider Bikes has sold more than three million balance bikes worldwide. Digital Customer Care Company helps us support our growing base of European customers in six languages — at the right time and in their own language.
Their exceptional agents embody the passion of our brand, offering empathetic service and deep product knowledge. Together we are setting a new standard for customer care in the cosmetics industry.
Why us
Why ecommerce brands choose us
We fix your processes — then we run them
Most outsourcing providers take over your operation and run it as inherited. We begin with an audit. We map your return procedures, escalation paths, and response patterns, propose improvements, and go live with an operation that already performs better than the one we took over.
Genuinely multilingual — not translated
Our team consists of native speakers across eight languages. Not translators, not bilingual generalists who switch to English under pressure. Customers in France, Germany, Belgium, or Canada are helped by someone who speaks their language as a first language.
AI accelerates the routine — humans keep the judgement
Our AI layer classifies tickets, drafts responses, and routes exceptions — so agents focus on what actually needs a human. The combination delivers higher speed and more consistent quality than either a purely human or purely automated operation.
Quality you can measure
Our quality framework scores every agent interaction across more than 20 checkpoints: response time, tone, accuracy, empathy, and resolution quality. You have access to the same real-time dashboard we do. Nothing is hidden.
We run our own platform
Most outsourced customer service providers run on tools they license from someone else — which means they work within the limits of what those tools allow. We built our own contact centre platform. It handles email, live chat, telephone, social media, and WhatsApp in a single interface, with AI built in and direct integrations with Shopify, Amazon, and Bol.com. You log in and see your own real-time dashboard — the same data our team uses, updated continuously. Because we own the platform, we can adapt it, integrate it, and improve it in ways that providers using third-party tools cannot.
Quarterly CX Intelligence Report — included for qualifying clients
Every quarter, qualifying clients receive a CX Intelligence Report — an analysis of their ticket data surfacing trends, CSAT patterns, escalation signals, and specific improvement recommendations. Not a dashboard export. Not a metrics summary. A clear-eyed look at what your customer service data is telling you — and what to do about it.
→ Read more about the CX Intelligence Report →Are we the right fit for your business?
We work best with ecommerce brands at a specific stage of growth. This section is here to save us both time — if we sound like a good match, let us talk. If we do not, we would rather tell you now.
We are a great fit if you…
Sell B2C online — on your own webshop, Amazon, Bol.com, Kaufland, or Cdiscount
Handle between 250 and 10,000 customer contacts per month
Need support in two or more languages — Dutch, English, French, German, Spanish, Italian, Portuguese, or Arabic
Are entering a new European market and need native-language support from day one
Experience significant volume spikes at peak season — Black Friday, Cyber Monday, seasonal campaigns
Are growing faster than your internal team can keep up with
Want a partner who flags issues proactively — not a vendor who waits to be asked
Value transparency — real-time dashboards, honest reporting, and direct communication
We are probably not a fit if you…
Handle fewer than 250 contacts per month — at this volume, the overhead of outsourcing outweighs the benefit
Sell in a single market, in a single language, with stable and predictable volume
Need agents physically present in your office
Are looking for the cheapest possible option rather than the best value
Have highly specialised products that require weeks or months of immersion before an agent can respond competently — and you are not willing to invest in that onboarding
Want to outsource and then be hands-off entirely — we work best with clients who stay engaged
Not sure which side of the table you are on?Tell us about your operation and we will give you an honest answer.
Need outsourced technical support for your product instead, or compare both services?
FAQ
Frequently asked questions
What does outsourcing customer service mean?
Outsourcing customer service means engaging a specialist external team to manage your customer interactions on your behalf. The provider handles contacts across your chosen channels — email, chat, phone, social media, and WhatsApp — in your brand's voice and according to your procedures. You retain full visibility through a shared real-time dashboard and regular monthly reports.
How quickly can outsourced customer service go live?
Onboarding typically takes three to five weeks. This covers the initial process audit, knowledge base build, agent training, and system integration. For ecommerce brands with straightforward operations and good existing documentation, we can move faster. For complex, multilingual, or high-volume setups, we take the time needed to get it right.
Which languages do you support?
Digital Customer Care Company provides customer service in eight languages: Dutch, English, French, German, Spanish, Italian, Portuguese, and Arabic. Our agents are native speakers — not translators. We serve ecommerce clients across Europe, the United States, and Canada.
Is your service GDPR compliant?
Yes. Digital Customer Care Company's infrastructure is fully based in the European Union. Customer data does not leave European jurisdiction. We are fully GDPR compliant and provide the necessary data processing documentation as part of every service agreement.
Let's talk
Ready to hand over your customer service?
Weighing up in-house vs outsourced? See our honest comparison for ecommerce customer service — cost, languages, peak season, and quality.
Tell us about your current setup — which channels you use, which languages you need, your approximate ticket volume, and where things are breaking down. We'll come back with a clear picture of how we'd run your support operation.
No obligations. No sales pitch. Just a straight conversation.
Serving ecommerce brands since 2014 · EU-based infrastructure