eCommerce Customer Support for a Better Customer Experience
Our customer service setup process includes the establishment of a new Zendesk module, handbook creation, canned answers, contact form routing, email configuration, onboarding, and internal training. During the general onboarding phases, a CSR manager will connect with your brand manager and internal CS team to establish any special configurations, policies, and parameters, which are then documented in our internal handbooks for CSR reference. With a buffet of customer service and support capabilities that can become a part of your organization or quickly integrate with current CS efforts
eCommerce Customer Support: Basic Customer Service
Our basic customer services Scope of service includes: where's my order, tracking, returns, refunds, and shopper checkout assistance. Other questions regarding ingredients, products, press, wholesale, and/or others are not covered. Standard hours: 9 am to 4 pm CST, M-F.
eCommerce Customer Support: Add-on Phone Support
Scope of service includes: call center and phone support with an 800 number, custom answering service, and callbacks.
eCommerce Customer Support: Add on-Extended Hours
Scope of service includes evening hour support, holiday support, faster SLAs, and weekend coverage.
Request a quote to learn how we keep customers coming back with our 22 customer service best practices that enhance the customer journey.
Customer Support Key Features & Benefits
This services includes benchmarking, trackable KPI’s and measurable results.
Project Manager Included
This service requires a dedicated project manager to track action items and timelines.
No Approvals Needed
Little to no red tape on this service as no approvals are required.
Featured Case Study
Built-In Fulfillment, Promotions & DTC Innovation
CPGIO, the exclusive Amazon 3P partner to McCormick, was awarded the D2C opportunity after 4 years of hard work. At the end of 2018, CPGIO launched shop.mccormick.com with built-in fulfillment, gift messaging, gift configuration, holiday bundles, subscriptions, and numerous other innovative D2C features.
Maxine and Cat, Campbell's
Impressed with CPGIO's ability to execute a DTC site both quickly and beautifully.
Jeff Whitehead, McCormick
CPGIO was able to get 25K influencer orders out within 2 days for us.