Customer service - outsourced or done by yourself?

Customer service - outsourced or done by yourself?

New Member
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Hello, when you receive emails from customers with questions or the request to return an order etc, do you answer everything by yourself or did you start using an external customer service provider? If yes, can you recommend one? Thank you so much for sharing your experience !

Replies 3 (3)

Shopify Partner
2327 211 617

I recommend handling it yourself for the first couple months, and documenting common procedures in a SOP (Standard Operating Procedure).

Then hire a customer service person, and give them the SOP so they know how to manage your customer support as you would.

To find someone to her you can ask around within your community for recommendations, do a Google search, check the Shopify Experts portal, etc.

I recommend hiring someone for 1 month to see if they're a good fit for your business, if yes then continue, if not then hire again. A good customer support person is essential to managing that part of your business with good energy, so you can focus on growing the business.



• Creator of Order Automator (automate tagging, fulfillment, Amazon, notifications + more)
• Shopify developer for 10+ years, store owner for 7 years
• I also make guides like Shopify Automation Tips and How to Figure Out Why You're Not Getting Sales

57 3 3

Lots of sellers apply VA to outsource the customer service at cheaper cost, you just need to give them a standard aftersale sheet for them to fill all the questions and problems. Professional Chinese dropshipping agent

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I think Dedication Agents may be worth looking into. They can scale up and down as you need and can be setup very quickly. They now also have an AI option, if that's something you're interested in.