Magento customer service outsourcing — handled by ecommerce specialists

We manage customer service for Magento and Adobe Commerce merchants with the volume, complexity, and multilingual requirements that come with running a serious ecommerce operation. We integrate directly with your Magento store, handle your customer contacts across every channel, and manage orders, returns, complaints, and product queries — in your brand's voice, in up to 8 languages, around the clock.
  • Native speakers in 8 languages
  • 98.5% CSAT
  • Under 3% agent turnover
  • 24/7 across all channels
  • Real‑time client dashboard
Digital Customer Care Company team members in a modern office lounge
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Native speakers in 8 languages

24/7 across all channels

98.5% CSAT

Under 3% agent turnover

Magento — now Adobe Commerce — is the platform of choice for ecommerce merchants who have outgrown simpler solutions. It offers the customisation, scalability, and control that high-volume and enterprise ecommerce operations require. The customer service that comes with a Magento store tends to reflect that complexity: higher order volumes, more product lines, more complex return and exchange procedures, and often a multilingual international customer base.

Digital Customer Care Company manages outsourced customer service for Magento and Adobe Commerce merchants across Europe, the US, and Canada. We integrate directly with your Magento store — accessing order data, customer history, and fulfilment status in real time — so our agents can resolve queries accurately and efficiently without asking customers to repeat themselves. We handle every contact channel your customers use, in up to eight languages, 24 hours a day.

What Magento customer service outsourcing includes

When you outsource your Magento customer service to us, we take responsibility for all inbound customer contacts related to your store:

Order queries — status, tracking, delivery updates, and missing parcels
Returns and exchanges — managed according to your Magento returns procedures and policies
Refund requests — handled within your approved parameters
Product questions — answered from your Magento catalogue and knowledge base
Custom product and configuration queries — for merchants with configurable or custom products
Complaints — resolved at first contact where possible, escalated where needed
B2B account queries — for merchants serving business customers alongside consumers
Social media and WhatsApp — queries and DMs from customers who contact you outside your store

All contacts are handled across email, live chat, telephone, social media, and WhatsApp — in your brand's tone of voice, in up to eight languages.

How we integrate with your Magento store

Our agents work with the same Magento Admin views and data you rely on — order status, customer history, and catalogue context — so resolutions stay accurate without parallel spreadsheets or delayed lookups.

01

Real-time access to your order and customer data

Our agents work directly within your Magento Admin. When a customer contacts us about an order, our agent can see the same order information you see — status, tracking, fulfilment details, and customer history. For merchants with complex product catalogues — configurable products, custom options, grouped or bundled products — our agents are trained on your specific catalogue structure so they can answer product queries accurately.
02

Returns and refunds within your policy

Magento's returns and refund workflows can be more complex than those on simpler platforms — particularly for merchants with custom return policies, multiple warehouses, or B2B-specific terms. During onboarding we document exactly which decisions agents can make autonomously and which require escalation. We handle returns correctly the first time, without creating back-and-forth between your team and ours.
03

Knowledge base built around your catalogue

We build a product knowledge base from your Magento catalogue during onboarding. For merchants with large or complex catalogues — hundreds or thousands of SKUs, configurable attributes, custom options — we work with your team to prioritise the product lines and contact types that generate the most volume. Agents are equipped to answer accurately without passing the customer on. As your catalogue evolves, we keep the knowledge base current.

Why Magento merchants outsource their customer service to us

01

Your volume has grown beyond what your internal team can handle

Magento merchants typically reach the outsourcing conversation at a higher volume than Shopify merchants — because Magento's complexity means they have usually invested more in building their operation before seeking external support. When that point arrives, the transition needs to work first time. We have onboarded complex Magento operations and understand what it takes to run them to a high standard.
02

You are running a multilingual international operation

Magento's flexibility makes it well suited to international ecommerce — multiple storefronts, multiple languages, multiple currencies. The customer service that supports those storefronts needs to match. We provide native-language support across eight languages, integrated with your Magento store's language and currency configuration, so your international customers receive the same quality of service as your domestic ones.
03

Your customer service operation is too complex for a generic provider

Magento operations often have customer service requirements that generic providers struggle with — complex product configurations, B2B account management, custom return workflows, or high SKU counts that require deep product knowledge. We invest in understanding your operation before we go live. Our agents know your products, your policies, and your procedures — not a generic script.

Magento customer service in practice

Pip Studio — ecommerce client of Digital Customer Care Company.

Pip Studio is a lifestyle brand serving customers across European markets — with product, order, and delivery questions that need fast, accurate answers in the customer's language and in the brand's tone. Magento merchants at this scale cannot treat customer service as an afterthought. We integrate with their Magento store so agents see order and customer history in real time, and handle contacts across email, chat, phone, and social channels to the same service standards in every market.

Frequently asked questions

Can I outsource customer service for my Magento store?
Yes. Digital Customer Care Company manages outsourced customer service for Magento and Adobe Commerce merchants, integrating directly with your Magento store to access order data, customer history, and catalogue information in real time. We handle email, live chat, telephone, social media, and WhatsApp in up to eight languages, 24 hours a day. Onboarding typically takes three to five weeks, depending on the complexity of your catalogue and procedures.
How does outsourced Magento customer service work in practice?
During onboarding, we integrate with your Magento Admin, build a knowledge base from your product catalogue and returns procedures, and train our agents on your brand voice and workflows. We configure access to your Magento order management system so agents have the information they need in real time. Once live, customer contacts are handled by our team — with full visibility of your Magento data. You have access to a real-time dashboard showing response times, resolution rates, and customer satisfaction at all times.
Do you support Adobe Commerce as well as Magento Open Source?
Yes. We work with merchants on both Magento Open Source and Adobe Commerce (formerly Magento Commerce). The integration approach is the same — we access order data, customer history, and catalogue information through your admin interface. If you are on Adobe Commerce Cloud or have a heavily customised Magento instance, we discuss the integration specifics during the scoping conversation to confirm the right approach for your setup.

Ready to outsource your Magento customer service?

Tell us about your Magento store — your current ticket volume, which channels your customers use, which languages you need, and where your current setup is falling short. We will come back with a clear picture of how we would run your Magento customer service.
No obligations. No sales pitch. Just a straight conversation.

Magento and Adobe Commerce integration · Since 2014 · EU infrastructure