Cost effective
Save up to 50% compared to in-house teams.
Outsourced customer support
Your customers deserve answers. Not ticket queues.
Outsourced ecommerce customer support that resolves tickets faster, protects your brand, and scales with your volume - with or without our fulfilment.
Standalone customer supportIntegrated with Rapid Pack
24/7Urgent fulfilment monitoring
< 2 minUrgent fulfilment queries routed fast
98%+Customer satisfaction focus
<2 hrAvg first response in active coverage
95%+CSAT target
60+Brands supported
24/5Active support coverage
Why outsource?
Better support. Lower costs. Happier customers.
We become an extension of your team, delivering ecommerce support that builds loyalty and drives revenue without the overhead.
Book a CallMulti-channel
Email, live chat, social, marketplaces, and helpdesk in one place.
Expert agents
Trained in ecommerce, your brand, and your tools.
Advanced technology
Smart routing, automations, dashboards, and ticket insight.
Scalable support
Scale up or down in hours, not months.
Performance focused
SLA-backed results and continuous improvement.
The fulfilment advantage
Good support is better when it has full order visibility.
Most outsourced support teams are working half-blind. They can see your tickets, but they cannot see live order data, courier scans, or warehouse status.
When support is run by the same team fulfilling your orders, answers become exact. If something has gone wrong in the warehouse, we know before the customer emails.
01Order placedLive
02Warehouse pick and packLive
03Courier dispatchedLive
04Support teamLive
05Customer resolvedOutcome
The problem
Most brands handle support reactively. It shows.
Customers contact you when something has gone wrong. How you respond defines whether they buy again - or tell their friends not to.
Tickets pile up during peak
Black Friday, launches, and seasonal spikes overwhelm in-house teams. Customers wait days for a reply, and by then the damage is done.
Generic responses lose trust
Templated replies that ignore order context, platform data, or brand tone. Customers know when they are talking to a system - not a person.
No visibility into order status
Support agents answering order questions without live fulfilment data waste time and give incomplete answers.
Founders doing support at midnight
You did not build a brand to spend evenings in Zendesk. Every hour in the inbox is an hour not spent on growth.
What happens on day one
Give us the context. We build the support operation.
Onboarding should feel concrete. We do not need months of discovery - we need the right brand information, a clear escalation path, and enough real tickets to model how your customers actually speak.
Send the essentials
You send your tone guide, FAQs, returns policy, delivery rules, escalation contacts, and 20 example tickets.
We build the operating layer
We create macros, escalation paths, helpdesk views, order-data checks, and response standards in your brand voice.
We go live with control
Agents start with agreed queues and SLA windows. You see ticket themes, response quality, and what needs fixing upstream.
How it works
Your brand voice. Our operation.
We embed into your support stack, learn your tone, and handle queries as if we were in your team - not a call centre reading from a script.
Brand onboarding
We learn your tone, products, FAQs, returns policy, and escalation paths. Macros sound like you, not a generic helpdesk.
1-2 weeksPlatform integration
We connect to your helpdesk, store, order data, and fulfilment workflows so agents have the context they need.
Shopify, Gorgias, ZendeskLive ticket handling
Real agents manage email, chat, and social queries within SLA. Complex tickets are escalated quickly.
SLA-trackedReporting and improvement
Weekly CSAT summaries, ticket trends, and recurring issue flags that feed back into product and operations.
Weekly reportingWhat we handle
Every customer touchpoint, covered.
From pre-purchase questions to post-delivery disputes - we handle the full range of ecommerce customer interactions.
Order and delivery queries
Where's my order, delayed deliveries, courier issues, and tracking updates answered with live data.
Returns and refunds
Policy application, return labels, refund processing, and exchange management handled to your rules.
Pre-purchase support
Product questions, size guides, stock availability, and bundle queries that turn browsers into buyers.
Complaints and escalations
Damaged goods, failed deliveries, missing items, and sensitive cases handled quickly and professionally.
Marketplace support
Amazon, eBay, Etsy, and TikTok Shop queries managed with platform-specific knowledge.
Subscription and account support
Pause, cancel, and modify requests handled correctly, with churn reduced through proactive resolution.
Comparison
How we are different from a standard outsourced team.
Most outsourced support is volume management. We run it as brand management.
CapabilityGeneric outsourcedRapid Pack support
Live order and warehouse visibilityNoYes, when using RP fulfilment
Brand voice matchingTemplates onlyFull tone onboarding
SLA-tracked response timesBest effortCommitted and reported
Returns policy managementBasicIntegrated with reverse logistics
Marketplace channel experienceLimitedAmazon, TikTok Shop, eBay
Weekly insight reportingRareCSAT and ticket trend reporting
Escalation to operations teamSeparate functionSame roof, direct line
Who it is for
Built for brands that have outgrown DIY support.
We are not the right fit for every brand. Here is an honest look at where this works well - and where it does not.
Good fit
- Ecommerce brands shipping 500+ orders/month and growing
- Brands between 100-500 orders/month with a defined support need or seasonal peaks
- Shopify, WooCommerce, TikTok Shop, Amazon, or marketplace sellers
- Small teams spending hours a week on support tickets
- Brands with seasonal peaks that overwhelm in-house capacity
- DTC brands who care deeply about post-purchase experience
- Any Rapid Pack fulfilment client who wants full end-to-end coverage
Probably not a fit
- Brands shipping fewer than 100 orders/month, where the economics usually work better in-house
- Highly technical or regulated products needing specialist domain knowledge
- Businesses needing a phone-based inbound call centre
- Brands with no documented tone of voice, returns policy, or SOPs yet
Proof that counts
Real support momentum from real ecommerce operations.
Ethical Nutrition
100,000+Orders/yearOrder-status tickets answered with live fulfilment visibility instead of warehouse handoffs.
Hangaritas
3 yrs+PartnershipSupport coverage stayed stable while order volumes and product complexity increased.
Natural History Museum
3,500+Peak orders clearedPeak-period pressure handled with daily fulfilment control and clear escalation routes.
We have got every channel coveredEmail
Support across every channel your customers use.
Live Chat
Fast pre-purchase and order-status support while customers are still engaged.
Structured ticket handling with macros, escalation paths, and brand-tone QA.
Social Media
Public comments and DMs handled with speed, judgement, and platform context.
Phone
Callback and outbound support for sensitive, high-value, or escalated issues.
Help Desk
Gorgias, Zendesk, Shopify Inbox and similar systems managed from one workflow.
SMS / WhatsApp
Short-form customer updates, VIP support, and campaign response handling.
FAQ
What brands ask before they outsource support.
Straight answers for ecommerce teams comparing outsourced customer support, helpdesk coverage, Shopify support, marketplace support, and fulfilment-integrated service.
Are there any fulfilment centres that also handle customer service?
Rapid Pack is a UK-based 3PL fulfilment centre in Oldbury, West Midlands that offers outsourced customer support as a standalone service or fully integrated with fulfilment. Because the support team operates from the same facility as the warehouse, agents have live visibility into order status, courier scans, pick and pack progress and warehouse exceptions, meaning customer queries are answered with real data rather than estimates.
Who can answer my customer support from Shopify?
Rapid Pack provides outsourced Shopify customer support for ecommerce brands. Agents connect directly to your Shopify store and helpdesk, such as Gorgias, Zendesk or similar, then handle order queries, returns, refunds and pre-purchase questions in your brand voice within agreed SLA windows. You do not need to use Rapid Pack for fulfilment because support is available as a standalone service.
Can I outsource customer service for my ecommerce brand in the UK?
Yes. Rapid Pack provides UK-based outsourced ecommerce customer support for brands on Shopify, WooCommerce, TikTok Shop, Amazon, eBay and other platforms. Agents are trained on your brand, tone and returns policy before going live. The service includes email, live chat, social and marketplace support.
What is the difference between outsourced support and an in-house team?
Outsourced support from a specialist provider like Rapid Pack costs significantly less than building an in-house team, scales during seasonal peaks like Black Friday without recruitment, and brings existing ecommerce platform expertise rather than requiring training from scratch. For brands shipping 500 or more orders per month, outsourced support typically reduces ticket backlog while improving first-response times and CSAT scores.
Can outsourced support access my order data and live tracking information?
Rapid Pack agents integrate directly with your Shopify store, helpdesk and, where Rapid Pack also handles fulfilment, ShipHero for live warehouse and courier data. This means support agents can confirm order status, flag courier delays and resolve where-is-my-order queries with accurate real-time information rather than directing customers to track their own parcel.
How quickly can outsourced ecommerce support go live?
At Rapid Pack, onboarding typically takes one to two weeks. This covers brand tone onboarding, macro creation, platform integrations and escalation path setup. Most clients are handling tickets with the Rapid Pack team within 14 days of signing.
Does outsourced customer support work for Amazon and TikTok Shop sellers?
Yes. Rapid Pack handles marketplace-specific customer service for Amazon, including FBM order queries, TikTok Shop, eBay and Etsy, with agents who understand platform-specific policies, response time requirements and resolution processes.
What is the minimum order volume to use outsourced ecommerce support?
Rapid Pack works best with brands shipping 500 or more orders per month. Below around 100 orders per month, the economics of outsourced support typically do not make sense compared to handling it in-house. If you are between those thresholds, a conversation is worthwhile because coverage can be scoped to match your actual ticket volume.
Can outsourced support handle returns and refunds too?
Yes. Rapid Pack agents apply your returns policy, issue return labels, process refund requests and manage exchange workflows. For brands using Rapid Pack for fulfilment, this connects directly to the physical returns processing operation at the warehouse, meaning a return can be received, inspected, restocked and communicated to the customer without the brand needing to intervene.
Is outsourced customer support available outside business hours?
Rapid Pack provides 24/5 active support coverage as standard, with 24/7 monitoring for urgent fulfilment-related queries. Extended coverage and weekend support is available for brands with higher out-of-hours contact volumes, typically relevant for brands selling across multiple time zones or running active social campaigns.
Ready to get your evenings back - and your customers answered?
Tell us your current setup and volume. We will confirm if there is a fit and walk you through exactly how it would work for your brand.
Book a Call Explore fulfilment too Typically a 20-minute call. No obligation. Standalone or alongside fulfilment.