Simpl Fulfillment Blog

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Is Outsourcing Customer Support a Good Idea? Find Out Now. 

February 25, 2020

Outsourcing customer service saves big money. Despite the cost-saving benefit, basing customer support services abroad in the past often came with a long phone or email support wait times, subpar service, and language barriers. We've all experienced them.

Yet in recent years, call centers have improved vastly. The best call centers today deliver exceptional customer service, highly-trained support personnel, and round-the-clock customer support. Also, outsourcing support can reduce business costs and the responsibility of hiring and managing an in-house customer support team. When done right, the benefits of a reputable call center are hard to say no to.

What Is Support-as-a-Service?

Whether you need to hire 1 or 50 agents, the best support-as-a-service teams can help businesses grow by improving customer relations. Customers are much more likely to do business with you if they receive excellent customer support. Enforcing high customer satisfaction standards across the board is crucial. 

The difference a 24/7 highly-trained support team makes is enormous. It may not only increase conversions but also keeps repeat customers coming back for more. This is especially true when complaints, resolutions, and returns are handled well. Long story short, an excellent support team upholds a business' reputation and grows sales, all while keeping costs down at a fraction of hiring in-house support teams.

Benefits of outsourcing customer support

Customers expect more today than ever before. Companies like Amazon have set the bar high when it comes to customer resolutions and support. How do small business owners compete with the big dogs when they can afford to hire in-house support teams? Easy. Outsource customer service to the pros.


On-demand support centers, also known as "support as a service," offer small business owners significant benefits. The best support teams are trained to make the customer experience a positive one, no matter the reason the customer needs help. Conversion rates are also better when customers have 24/7 access to support staff that can help with placing an order, asking product questions, tracking a shipment, or changing a shipping address. That's something all online retailers can appreciate.


Improving customer support operations is easy with teams that specialize in making the customer experience the best it can be. Meanwhile, you can go about handling all the other tasks that you need to do. It's a hands-off solution if you want it to be. Or you can have customer support teams handle a portion of support tickets, reducing your workload substantially. These dedicated teams can be trained according to your company's exact procedures, and many offer on-going seminars and training.


Whether you want 24/7 customer support solutions or a hybrid structure, call centers come in all shapes and sizes. You can hire one agent, 20 agents, 50 or more -- depending on your business needs. Support-as-a-service also comes in handy during holidays or other peak sales times. Some companies only need to outsource support on weekends, evenings, or holidays. Whatever level of support you need, the sky is the limit with the right team.


What do the hiring, training, and managing in-house support teams all have in common? Time and money. It takes weeks to post ads, and vet resumes, interview, hire, and train customer support staff. If you need multiple in-house support agents, that time can really add up. As a busy business owner, finding the time to do it all can be hard. 

Not to mention, domestic support teams are expensive. And even a small team needs a manager. In-house support teams add more employees to keep track of and add to the payroll. Support-as-a-service streamlines everything, saving time and money while freeing up your time to focus on other business tasks.

Hiring a reputable support-as-a-service team is easier than ever

On-demand call centers are better today than ever before. The market is flooded with options, with many highly-qualified teams offering best-in-class customer support solutions. If you are in need of customer service agents, outsourcing customer support is a great option.

What our clients are saying...

Darcie Nicholson

Go Rings

"We couldn't live without Simpl Fulfillment. The decision to work with Barrett and his team has changed our business for the best! Their speed, accuracy and great communication have made our work lives SO much easier. Trusting them with our jewelry business's fulfillment needs means that we can focus our time and energy toward growing the business instead of just keeping up with it. Plus, they're kind and fun. That's the kind of people we love working with."

Phillip Van Nostrand

La Rousse

Great company. My partner and I have been working with Barrett over at Simpl for a couple of months now and he has been VERY accommodating with our particular shipping requests (pink bubble wrap, putting on pink shipping tape, stickers, etc).

Our business involves pretty boutique shipping, and when we had outgrown our garage that we operated out of, it was really helpful to find someone like Barrett and Simpl Fulfillment to help take care of our orders!

Dustin Gersch

Paleo Powder Seasoning

Simpl Fulfillment has totally helped our business.  We are a small business and by adding Simpl to our team they have saved us time and money.   Great company and very friendly people.  Orders go out on time and everything is easily tracked on my computer and cell phone.

Jeremy Maluf


Have shipped products using Simpl Fulfillment for several months and they're amazing. Great company to work with!

Peter Francis

Hang Your Keys

I've worked with over 5 different 3PL companies in the last 4 years and Simpl has been the best. It would take other 3PL's around 4-5 days to get orders marked as shipped and 5-7 days to get scanned into USPS. That was extremely frustrating as it increased customer service requests. Simpl ships my items out the next business day and also handles all of my returns. I love not worrying and having everything on autopilot. I get weekly updates and their picks are super accurate. Highly recommend working with Simpl.

Lawrence Johnson


We've been working with Simpl fulfillment for close to a year now and have only the best to say about their business and team. They are extremely responsive and able to work with us as partners to deliver a world-class experience to our customers. Everything from their integration to our Shopify, Amazon and eBay portals through to a near-instant response time on escalations makes this a partnership we look forward to continuing on the road ahead. Thanks Simpl!