E-commerce Back Office: The Most Outsourced Services in 2025

The e-commerce sector faces increasingly complex challenges. Logistics, order management, customer relations, returns processing… To remain competitive, companies must rely on a solid, agile, and efficient back office. And this is where e-commerce back-office outsourcing comes into play.

At ProContact, we support numerous e-commerce businesses by handling their back-office operations with a personalised and multichannel approach. But what are the most requested services? Why is this trend accelerating? And what concrete benefits can be gained? We explain everything.

Which services are most outsourced by online retailers in 2025?

More and more e-commerce sites are favouring the outsourcing of their back office. Discover the services most commonly outsourced by online retailers.

1. Order management: an essential pillar

Order processing constitutes the heart of an e-commerce site’s operations. From purchase validation to shipping confirmation, each step must be quick, smooth, and error-free. However, an increasing volume of orders can quickly overwhelm internal teams.

Outsourcing order management ensures rigorous monitoring: order entry, stock verification, sending confirmations, coordination with logistics partners… ProContact performs these tasks with precision, for an impeccable customer experience.

2. Product data entry and enrichment

Product pages are the digital showcase of any online shop. They must be up-to-date, clear, attractive, and well-referenced. This requires meticulous data management, often time-consuming for internal teams.

Outsourcing e-commerce data entry allows you to delegate:

• Creation and updating of product pages
• Integration of visuals
• Management of prices, promotions, and stock
• SEO optimisation of content

Thanks to our multilingual teams trained in e-commerce CMS, ProContact guarantees quick and reliable management of your catalogue.

3. Multichannel customer service

Today, buyers want instant answers, regardless of the channel: email, telephone, live chat, social networks… An effective customer service has become a true loyalty factor.

Outsourcing e-commerce customer service with ProContact allows efficient management of:

• Pre-purchase information requests
• Order tracking
• Complaint and return management
• Responses on social networks or via chatbot

Our multichannel platform adapts to your existing tools and guarantees smooth, personalised, and consistent interactions.

4. Returns and refunds management

Product returns are an unavoidable reality in e-commerce. Poorly managed, they can tarnish a site’s reputation and drive customers away. Outsourcing this management to experienced professionals ensures smoothness and efficiency.

ProContact handles:

• Reception of return requests
• Verification of return conditions
• Issuance of return vouchers and labels
• Refund tracking
• Customer history updates

This structured and transparent service establishes a climate of trust between the brand and its customers.

5. Stock management and logistics back office

Even if logistics are often managed by a warehouse or partner, some of the logistics back office can be handled remotely: stock level monitoring, supplier follow-ups, system coordination, etc.

By outsourcing these tasks, e-retailers gain responsiveness and can better anticipate stock shortages, manage seasonal peaks, or make their deliveries more reliable.

Why is e-commerce back-office outsourcing a winning strategy?

Cost reduction

No need to expand your internal team to absorb activity peaks. With a partner like ProContact, you only pay for resources actually used.

Time savings

Free your teams from repetitive tasks and focus on strategy, marketing, and growth.

Quality of service

Our teams are trained in e-commerce best practices and adapt to your internal processes to guarantee professional and quick results.

Flexibility and scalability

You can adjust your needs in real-time according to your activity (sales, holidays, one-off events) without stress or overload.

ProContact: your e-commerce back-office partner

ProContact has been supporting companies worldwide in outsourcing their support functions for over 20 years. Thanks to our experienced teams, powerful technological tools, and multichannel approach, we provide quality e-commerce back-office services that are human, structured, and scalable.

Are you an e-retailer looking to boost your operational efficiency?

Entrust your back office to an outsourcing expert. Contact our team now to discover how ProContact can support you in your e-commerce growth.