Outsource Your Customer Support

Outsource Your eCommerce Customer Support activities

Excellent customer service is accessible, empathetic, and possesses in-depth product knowledge. With over 15 years of experience in the e-commerce customer service landscape, Shipbloc is unparalleled in this expertise.

As CS experts for online stores, we offer seamless integrations with the most used e-commerce platforms and ERP systems. This enables us to initiate your customer service operations swiftly and efficiently.

Whether you aim to fully outsource your customer service, seek support for evening and weekend shifts, or require assistance only during seasonal surges, our specialized Customer support agents are at your service.

• Outsource Your E-Commerce Customer Service to Shipbloc
• Specialized in E-Commerce
• Handling of Peak Times & Seasonal Demands, Including Evenings and Weekends
• Global Reach with Support in multiple Languages Across different Time Zones
• Multichannel Support: Phone, Email, Chat, Social Media, and WhatsApp
• Swift Integration with Existing Interfaces and software systems
• Real-Time Reporting Through Personalized Dashboard
• Options for Both Dedicated and Shared Agents
• Expertise Across Various Industries, Including Fashion, Home & Living, Electronics, and Health & Beauty.

Ticket System Support

Do you have your own ticketing system? No issue at all. For our clients, we operate across various platforms, bringing with us a wealth of experience in systems such as:

• Zendesk
• Salesforce
• OBI4wan
• ROBIN
• GREYHOUND
• ShopCtrl

This adaptability ensures a smooth transition and continuous, high-quality customer service.

Shipbloc specializes in a diverse array of customer support services, each tailored to meet the unique challenges inherent to the e-commerce landscape. Unlike traditional retail, e-commerce customer service is influenced by several distinct factors:

• Mobile Responsiveness – With over 70% of EU citizens engaging in online shopping, a mobile-first customer support strategy is indispensable. This translates into the implementation of features such as online chat, click-to-call, and SMS text support, all of which have become standard elements in contemporary customer experience frameworks.

• Rapid Response Time – In the e-commerce domain, competitors are just a click away. When potential customers have queries about your offerings, the immediacy of response facilitated by omnichannel customer service software becomes vital. Consumers now anticipate real-time answers, expecting in-app live chat support to respond within a minute.

• Elevated Customer Expectations – E-commerce consumers have significantly higher expectations when it comes to brand interaction. For instance, the window for email resolution has narrowed from over 12 hours to under 3 hours. But the demands don’t end there. Every aspect of the online experience—ranging from shopping and cart management to product reviews, shipping, and recommendations—must be optimized for maximum convenience.

• Swift Issue Resolution – The ultimate objective for any customer service team is to amplify customer satisfaction. One critical metric that reflects this is the time-to-resolve parameter. As response times have quickened, consumer expectations have concurrently risen, mandating faster issue resolution than ever before.

By understanding and addressing these facets, Shipbloc ensures an elevated customer service experience that meets the dynamic demands of the e-commerce sector.