In-House vs. Outsourced Ecommerce Customer Service: How Growing Brands Should Decide

In-house ecommerce customer service gives a brand direct control over its agents, tone and processes, but it requires the brand to recruit, train, staff for peak season and run the technology itself. Outsourced customer service hands that work to a specialist partner that brings trained agents, support tools and the ability to scale up or down with demand. For most growing ecommerce brands, the right choice depends less on cost per ticket and more on three questions: whether the brand can staff reliably through seasonal spikes, whether its agents can see order and fulfillment data in real time