Ecommerce Customer Support Outsourcing
ZeroTickets is a specialized customer support outsourcing company built exclusively for ecommerce brands.
We handle the full spectrum of support operations so your team can focus on what it does best: Growing the business.
Outsource your ecommerce customer support with us.
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About uS
We'are ZeroTickets
ZeroTickets was founded in 2020 in Manhattan, New York, with one specific goal: to help ecommerce store owners stop worrying about customer support and start scaling with confidence.
We kept seeing the same pattern repeat across the ecommerce space. Store owners were spending too much time managing support tickets, training agents, and dealing with the operational complexity that comes with running a customer service team in-house.
The costs were high, the results were inconsistent, and the distraction from the actual business was real.
That is why we built a company focused entirely on ecommerce customer service outsourcing тАФ not as a side offering, but as the only thing we do.
CASE STUDIES
How we help our clients
Case 1: Turning a Bad Outsourcing Experience Around for a Growing Apparel Brand
Marcus Holt, co-founder of Vella & Co., a mid-size direct-to-consumer apparel brand, reached out to ZeroTickets after ending a contract with a previous outsourcing provider that had left his team more exhausted than before they started. Tickets were being handled incorrectly and required internal review every day. Time-off was communicated the same morning it was taken, with no advance notice.
Over 45 working days, the store had lost coverage on more than 15% of all working days, and Mondays тАФ historically the highest-volume day for Vella & Co. тАФ were often the days with the least support coverage. His internal team had lost confidence in the outsourcing model altogether and was seriously considering bringing everything back in-house.
When Marcus came to ZeroTickets, he was not looking for a cheaper option. He was looking for accountability.
We started with a two-week onboarding process where our agents were trained on Vella & Co.’s store, their product catalog, their Gorgias workflows, and their tone of voice guidelines. We also established a clear SLA framework from day one, including advance scheduling requirements for all time-off requests built directly into the contract.
Within 30 days, ticket resolution accuracy improved significantly, internal review of outsourced tickets dropped close to zero, and Marcus’s team was able to step back from day-to-day support operations entirely. As Marcus put it, ZeroTickets gave him back the one thing he had lost faith in: the ability to trust that his customers were being taken care of.
Case 2: Building a Scalable Support Operation for a Multi-SKU Home Goods Store
Sarah Jennings runs Crestfield Home, a Shopify store with a large catalog of home goods and decor products. As the brand grew through paid media and influencer partnerships, her support volume grew with it, but her internal team could not keep up. She had tried hiring part-time agents independently and managing them remotely, but the coordination overhead was unsustainable. Making things harder, with hundreds of SKUs and a customer base that asked highly product-specific questions, generic support agents were simply not effective. Sarah needed a team that understood her catalog and could handle Shopify order management, returns, and exchanges without constant guidance.
ZeroTickets built a dedicated team for Crestfield Home and structured the onboarding around product knowledge first. Agents spent the first two weeks working through the catalog, the return policy, and the Zendesk setup before handling a single live ticket. We then built a custom escalation flow for product-specific inquiries that connected support agents with Sarah’s buying team whenever a question went beyond standard support scope.
The results were clear. Response times dropped, customer satisfaction scores improved, and Sarah was able to redirect her internal headcount toward merchandising and growth. As she put it, the flexible approach and willingness from the ZeroTickets team to go the extra distance made the real difference. She now recommends Shopify customer service outsourcing to any store owner managing a growing catalog with limited internal bandwidth.
Case 3: Helping a Supplement Brand Navigate a Complex Support Environment
James Caldwell is the founder of Peak Form Nutrition, a Shopify brand in the sports nutrition space. Before coming to ZeroTickets, James had spent time researching outsourcing providers on his own, and the experience was overwhelming. Most providers were generalist operations with no real familiarity with Shopify, subscription management, or the nuances of selling consumable products online.
The challenge for Peak Form was multi-layered. Customers frequently asked about ingredients, dosage, order subscriptions, and shipping timelines. A wrong answer was not just frustrating for the customer, it could damage trust in a category where trust is everything. James needed a support team that understood both the platform and the product before they ever touched a ticket.
ZeroTickets handled the full evaluation and setup process from the start. We audited the existing support queue, identified the most common ticket types, and built a knowledge base tailored to Peak Form’s catalog and policies. Agents were trained on Shopify, on the subscription app the store used, and on the most sensitive product-related questions before going live.
The onboarding was managed with structure and real attention to detail. James noted that every aspect of the operation was considered before the first agent touched a live conversation. Today, ZeroTickets handles the complete customer service outsourcing for Peak Form Nutrition’s Shopify store, and James has called the team an invaluable partner in building a customer experience that actually matches the quality of the product itself.
Case 4: Finding the Right Shopify Support Partner for a Fast-Scaling Skincare Brand
When Rachel Torres joined Luminos Skin as Head of Operations, the brand was growing fast but the customer support infrastructure was not ready for it. Tickets were piling up, response times were climbing, and the team had no clear process for evaluating outsourcing providers. Rachel had heard mixed things about customer service outsourcing in general and wanted to make sure any decision was backed by a proper evaluation.
After speaking with other Shopify store operators and researching several options, Rachel was connected with ZeroTickets. From the first conversation, the approach was different. Rather than presenting a standard package, ZeroTickets took the time to understand the specific support profile of Luminos Skin: average ticket volume, return and exchange complexity, the tools already in use, and the brand voice guidelines the team had developed over two years.
ZeroTickets guided Rachel through the full onboarding, handled all integrations, and helped the internal team feel confident in the transition. The move to Shopify customer service outsourcing was smoother than anyone had expected. Luminos Skin ended up with a dedicated team handling support across email, chat, and social channels through a fully configured Gorgias setup.
Rachel has since referred three other Shopify operators to ZeroTickets. She describes the team as a group of genuine experts who treated her business as their own from the first day of the engagement.
How we work
How We Support Your Ecommerce Store
Track data for insights We monitor support data across every channel to identify patterns, flag recurring issues, and surface insights that help you make smarter decisions about your product, policies, and logistics.
Understand products to support better Our agents go through structured product training before handling a single ticket. We learn your catalog, your policies, and your brand voice so customers get answers that actually reflect your store.
Monitor key performance metrics We track first response time, resolution time, CSAT, and ticket volume by category. You always have clear visibility into how the support operation is performing.
Prevent and resolve issues We do not wait for problems to escalate. When we identify a recurring issue тАФ whether it involves a shipping delay, a product defect, or a policy gap тАФ we flag it and work with your team to address it at the source.
Respond quickly, even in peaks Seasonal surges, product launches, and promotions create ticket spikes. Our teams are built to scale response capacity when volume climbs, so customers are never left waiting.
Support shipping and delivery inquiries We handle shipping status requests, delivery updates, carrier communication, and exception management from start to finish, so your customers always know where their order is.
Identify upsell and retention opportunities Our agents are trained to recognize moments in a support conversation where a well-placed recommendation, a discount, or a loyalty touch can turn a ticket into a revenue opportunity.
Manage subscription and loyalty program inquiries If your store runs subscriptions or a loyalty program, we handle all related support тАФ including billing questions, pauses, cancellations, and rewards redemption тАФ so your most engaged customers get the right answers fast.
Integrations
Gorgias and ZenDesk Support
Gorgias customer service outsourcing
Gorgias was built for ecommerce, and our agents know it at a workflow level. We build and manage macros that handle the most common ticket types with speed and accuracy, reducing manual handling time without sacrificing quality.
We configure rules and auto-responders based on ticket tags and order attributes pulled directly from Shopify, so agents always have context before they read the first message from a customer.
We use Gorgias statistics to monitor agent performance and ticket trends over time, and we work with your team to continuously improve response templates and automation flows based on real data.
As a concrete example, one of our clients in the personal care space was using Gorgias but had not configured any macros. Agents were rewriting responses from scratch for the same 20 ticket types every single day.
After our onboarding process, 60% of all tickets were being resolved through structured macros, which cut average handle time nearly in half.
Zendesk customer service outsourcing
For stores running Zendesk, our agents are trained on ticket routing, view management, SLA policies, and built-in reporting.
We configure Zendesk to match the support structure of your online store, including custom fields, ticket forms, and integration with your shipping and order management tools.
A client in the outdoor gear space came to us with a Zendesk setup that had been built without any consistent tagging structure.
Tickets were difficult to categorize, and reporting was unreliable.
Our team rebuilt the taxonomy, implemented a clean tagging protocol, and within 60 days the client had real visibility into their support operation for the first time.
Ecommerce Customer Service Outsourcing, End to End
Ecommerce Order Taking and Processing
Dedicated agents who handle incoming orders with accuracy, manage order modifications, and coordinate with your operations team to keep fulfillment running smoothly.
Omnichannel Customer Support for Shopify
Unified support across email, live chat, WhatsApp, social media, and every other channel your customers use, all managed from a single queue with consistent response quality across the board.
Gorgias Support Management
Full management of your Gorgias helpdesk, including macro creation, automation rules, order data integration, ticket routing logic, and ongoing performance optimization.
Zendesk Support Management
End-to-end Zendesk configuration and daily management tailored for ecommerce stores, including SLA setup, tagging structure, custom views, workflow automation, and detailed reporting.
Live Chat Support for Ecommerce Stores
Real-time chat coverage that keeps customers engaged, reduces cart abandonment, and resolves pre-purchase and post-purchase questions before they turn into tickets.
Refunds, Returns, and Exchanges Management
Complete handling of your return and exchange process, from customer communication to coordination with your warehouse or 3PL, all managed within your store's policy.
Order Management and Tracking Support
Real-time order status updates, proactive shipping exception handling, and carrier coordination so customers always have a clear picture of where their order is.
Multilingual Customer Services
Support in multiple languages for stores serving international audiences, with agents trained on your store's policies and products regardless of the customer's preferred language.
24/7 ustomer Support
Around-the-clock coverage with no gaps, including weekends and public holidays, so your customers always reach a live, trained agent whenever they need help.
On-Demand Support Services
Flexible support capacity built for product launches, seasonal peaks, promotions, and any other moment when your standard team needs additional coverage without a long-term commitment.
TESTIMONIALS
What Our ClientтАЩs Say
About Solutions
I brought ZeroTickets in to handle our inbound support while my team focused on growth. Onboarding was smooth, and the agents quickly learned about our online store, tone, and policies. In the first month, response times dropped and customer satisfaction improved. What impressed me most was how they handled difficult cases with clarity and empathy. Even when issues came up, customers left conversations feeling positive about our brand. ZeroTickets became exactly the kind of partner I had been looking for.
I run an online gift and lifestyle brand with customers across time zones, so 24/7 support is essential. Before ZeroTickets, we tried internal rotations, but it was not sustainable. With their dedicated team handling chat, email, and social, everything runs smoothly at all hours. They follow up on orders, solve shipping issues, and adapt as we grow. From day one, their commitment stood out. For a online store like mine, outsourcing support proved to be the right move.
We manage a print-on-demand Shopify store and needed agents to handle the full order lifecycle. It is more complex than standard ecommerce, and I had doubts about outsourcing. ZeroTickets removed those concerns during onboarding by learning our workflow and setting up efficient processes in Gorgias. Within weeks, my internal team stepped away from support to focus on growth. The agents genuinely care about customers, and that shows in every interaction. I am extremely satisfied with the results.
I had worked with another outsourcing provider before and the experience was frustrating. Communication was slow, and the agents felt disconnected from our business. With ZeroTickets, the difference was immediate. I chose them for their Wix expertise and Zendesk experience, and they delivered reliable 24/7 support. The team is proactive, easy to reach, and handles complex inquiries with confidence. Since switching, everything has run smoothly, and they have exceeded my expectations.
F.A.Q
Ready to Stop Managing Support Yourself?
If your store is growing and customer support is taking up time and energy that should be going elsewhere, ZeroTickets is ready to help. Tell us about your current situation and we will put together a proposal that fits your store and your budget.
Get in touch at zerotickets.pro. We typically respond within one business day.
Fill out the form, or email us at: hello@zerotickets.pro
