FAQ
Customer service outsourcing, answered
Straight answers on cost, languages, go-live time, quality and how we work: the questions cross-border brands ask before they outsource.
Getting started
What is customer service outsourcing for ecommerce?
It means handing your after-sales support, including tickets, returns, order questions and technical help, to a dedicated external team that works inside your tools and to your SOPs, instead of hiring an in-house team. See how Managed Support works.
How much does customer service outsourcing cost?
Managed Support is sold per agent seat, per month, at an all-inclusive price that covers costs such as insurance. Overtime is billed separately at twice the hourly rate. Our AI tools are optional, billed by token usage and available only with Managed Support. For a written quote for a seat in any of our languages, just email us; no call needed. Pricing and terms.
Can we start small?
Yes. There is no minimum seat count, so you can start with one full-time agent seat. There is no trial period: contracts start at six months, and you can give one month's notice not to renew. We do not offer part-time or shared seats. Managed Support.
Can we use Managed Support without AI?
Yes. Our AI tools are optional and billed by token usage; Managed Support runs fully with human agents if you prefer. AI tools.
How fast can CXharbor go live?
Knowledge-base setup, agent training and system integration can take as little as one week before your team starts handling real tickets. Managed Support.
What does onboarding look like?
We audit your products and tickets, build SOPs and macros, integrate tooling and train agents, then go live and tune quality weekly. It follows an Audit, Prepare, Scale path. Services overview.
How do I get started?
Tell us about your product line, ticket volume and channels; the first diagnosis is free and we reply within two business days. Request a free CX diagnosis.
Service & quality
How do you keep quality consistent across outsourced agents?
Agents answer from an in-house AI knowledge base, and every conversation is scored automatically against a rubric covering accuracy, tone, SOP compliance and resolution. AI Quality Inspection.
How will I know how the service is performing?
You receive a service report every Monday covering response time, resolution and satisfaction trends, so quality stays visible instead of becoming a black box. Responsive support.
Do you agree to SLAs?
We agree response and handling targets with you up front, based on your channels and volume, and report against them every week. Talk to us.
In-house team vs outsourced support: which is right for us?
In-house gives you the most direct control but takes time to scale; outsourcing adds coverage, languages and volume without growing your headcount. You can also blend both: keep part of support in-house and hand over the rest. After-sales Consulting.
Integration & coverage
Which languages do you support?
Our agents work in English, German, French and Spanish at a near-native, second-language level, and natively in Arabic. Before you sign, you can test an agent's English yourself on a Google Meet call. About our team.
What hours do your agents work?
Each seat is one full-time agent working any five days a week you choose, nine consecutive hours a day (eight hours of work and a one-hour break). Shifts can be scheduled for your markets, including weekends and US night hours, and round-the-clock coverage takes several seats across shifts. For peak season, tell us a month ahead so new agents can be trained. Managed Support.
Which help desks and ecommerce platforms do you integrate with?
We plug into your existing stack: Zendesk, Zoho, Shopify, Gorgias, Intercom and more, so you keep your tools and we bring the trained team. Services overview.
Which support channels do you cover?
Phone, email, live chat and social media, routed through your ticketing system with a clear escalation path. Managed Support.
Do your agents handle Amazon and TikTok Shop?
Partly. Our agents handle your own after-sales email address, such as the one printed on your product or packaging. Amazon buyer-seller messages, returns and A-to-z claims stay with your in-house support lead, as do return reviews and dispute evidence in TikTok Shop Seller Center. We agree the exact split with you during onboarding. Managed Support.
Do you handle returns and reverse logistics?
Yes. We run returns and exchanges and can design a reverse-logistics strategy that turns overseas returns into local repairs to reduce losses. Reverse Logistics Consulting.
Can you support smart-hardware and consumer-electronics brands?
Yes. Product-trained agents handle connectivity, firmware and warranty cases for smart-home and consumer-electronics products, instead of sending scripted replies. Smart-home satisfaction.
Company & hiring
Is my customer data handled securely?
Our agents work inside your helpdesk, a professional third-party system such as Zendesk or Zoho Desk with its own security certifications, so we never take a copy of your customer database. If you use our AI tools, the conversations they handle are kept on our servers in Germany for three to six months. Access is per named agent with an individual account and an NDA on file, and we can sign your DPA. Data and compliance.
Do you charge job candidates any fee?
Never. Ningji & Company Limited does not charge candidates any fee under any name. Beware of impersonation scams. No-fee notice.
Ready to improve your after-sales?
Tell us about your product and volumes: the first diagnosis is free, and we reply within two business days. Write to hello@cxharbor.com.