Why now is the right time for support outsourcing

How brands reduce costs, ensure quality and accelerate growth through intelligent outsourcing.

Customer service is one of the most important points of contact between brands and buyers today. Studies show that 78% of customers abandon a purchase if they don't receive a quick response to a question (HubSpot, 2024). At the same time, building an internal support team costs time, money and management effort – resources that many growing e-commerce brands don't have. This is exactly where modern support outsourcing offers a real alternative.

The reality of e-commerce: rising expectations, scarce resources

Today's customers expect response times of less than two hours, ideally around the clock. Competition is global, and those who fail to respond lose out. According to the Zendesk CX Trends Report 2025, 70% of consumers say they would permanently switch to another provider after a poor support experience.

At the same time, personnel costs continue to rise: an internal support staff member in the UK costs an average of £45,000–55,000 per year, including ancillary costs – usually with service hours that are only covered on weekdays. Added to this are training, induction, holiday cover and tool licences.

Many companies thus end up in a vicious circle: rising costs, overworked teams and dissatisfied customers.

Outsourcing today: personal, brand-compliant, scalable

Support outsourcing has a new face today. Providers such as Avento combine technological efficiency with genuine brand identity.

Our teams work directly in your existing systems – such as Gorgias, Shopify or Zendesk – and act as if they were your own team. That means no disruptions, no external communication, no loss of control.

Advantages at a glance:

German/English-speaking support professionals who understand and represent your brand

Flexible models – from 100 to 10,000 tickets per month

AI-powered tools for faster response times

Real people who think for themselves and create solutions

Transparent cost structure without long-term commitment

Why now is the right time

E-commerce is growing, but margins are shrinking. Automation, AI and flexible outsourcing models are crucial to remaining efficient. Companies that make the switch now will reap double benefits: they will secure skilled workers before the market tightens, and they will create scalable structures that do not slow down growth.

Conclusion

Support outsourcing is no longer a question of cost, but rather a growth strategy. Companies that intelligently outsource their customer support create space for product development, marketing and scaling – without compromising on quality.

Avento combines technology, structure and people to create a solution that works – transparent, flexible and focused on real results.

Curious?

Book a consultation now and find out how we can improve your support together.