ShipBob started in 2014. They help eCommerce brands ship fast and track orders. They also run fulfillment centers in many US cities, lowering shipping time and cost. As orders rose, the support work also grew. But how did they master their customer service outsourcing approach? Let’s find out with reference to BolsterBiz’s ShipBob Case Study.
Customers expect quick, straightforward answers. ShipBob’s house team could not keep up. They needed experts in customer service outsourcing companies. They evaluated several customer support outsourcing companies but chose BolsterBiz for its proven track record.
BolsterBiz is one of the top customer service outsourcing companies. This case study proves the benefits of customer service outsourcing. It shows how to build remote customer support teams, deliver cost-effective customer service operations, and drive improved customer satisfaction through customer support outsourcing.
The Challenge Faced by ShipBob in Customer Service Outsourcing
Scaling Fast while Maintaining Quality
ShipBob grew fast. They signed new clients weekly, which meant more orders and more queries. The in-house team could not hire fast enough. They tried, held interviews, and trained new hires.
It was slow and costly. Service quality slipped and dropped. Their customer satisfaction score fell.
They needed 24/7 help across every time zone, a modern contact center, and expert outsourcing partners. They compared many customer service outsourcing companies before choosing BolsterBiz.
Handling High Ticket Volume Efficiently
Ticket numbers rose above 10,000 per month across email, chat, phone, and social media.
They monitored all communication channels in one view. They needed to reduce the first response time and complete resolution. They also needed to free the core team for logistics and product work. They knew business process outsourcing could help.
They also knew that leaders trust customer support outsourcing services companies to cut outsource customer service costs. The question was: How can you handle spikes and complexity without losing control?
BolsterBiz's Top-Notch Customer Service Outsourcing Solution
Building a Dedicated Remote Team
BolsterBiz built a team of 20+ agents in weeks. We focused on customer experience outsourcing and building remote customer support teams. We ran strict hiring tests for tone, empathy, and problem-solving.
We trained every agent on ShipBob’s platform. We taught data-driven workflows. These agents became part of ShipBob’s crew, ready to scale on demand.
This approach embodies support for logistics and e-commerce brands, letting ShipBob focus on growth.
Leveraging Tools like Zendesk, Jira and Asana
ShipBob used Zendesk for tickets, Jira for tech issues, and Asana for tasks. BolsterBiz agents mastered all three. We set up dashboards and custom fields. We automated routing rules.
We enforced SLAs for first reply and resolution, which drove high service quality and cut handoffs. Eliminating duplicate work also reduced costs.
Training, Onboarding and Workflow Setup
BolsterBiz designed a two-week onboarding program that included product sessions, policy guides, role-plays, trainer feedback, and a live sandbox. We also built a shared knowledge base.
Agents handle common and complex queries quickly, cutting wait times. This boosts customer care and agent confidence and proves that scalable customer support outsourcing solutions can be rapid and reliable.
Measurable Results Achieved for ShipBob
- Improvement in customer satisfaction: CSAT rose 15% (from 75% to 90%).
- Reduced first response time: from 4 hours to 30 minutes.
- Reduced resolution time: from 24 hours to 4 hours.
- Freed internal bandwidth: ShipBob’s core team focused on sales and product.
- Cost savings: Support costs fell 25%, proving cost savings and cost-effective operations.
This math shows why top brands trust customer service outsourcing companies.
Want to discover the full success story? Download the full ShipBob Case Study here.
Why Customer Service Outsourcing Matters for E-Commerce Brands?
1. Cost Efficiency and Scalability
Building local call centers or hiring a large in-house crew can cost millions. Outsourcing partners offer cost-effective, on-demand teams. Brands can outsource e-commerce customer service and avoid long hires. You pay for what you use, and you can scale in days. That is one of the key benefits of outsourcing customer service.
2. Data-Driven, Technology-Integrated Support
Modern brands need insights. They want to track trends, agent performance, and issues. BolsterBiz uses analytics in Zendesk, Jira, and Asana. They run A/B tests on templates and refine workflows based on data. This is true customer experience outsourcing. It helps maintain high service quality and guides e-commerce call center outsourcing.
3. Tailored Operations for Startup and Growth-Stage Companies
ShipBob began as a small startup and now serves a broad customer base across the US. Startups still need flexibility, fast hires, seasonal scaling, and risk-free trials. BolsterBiz offers project-based teams, seasonal scaling, and quick feature training. It is known for scalable customer support solutions that adapt as you grow.
Client Testimonial- What ShipBob had to say about BolsterBiz's Customer Service Outsourcing Solutions
“We have been working with BolsterBiz for over three years. They have been flexible with our growing needs. They deliver exactly what we ask for. From data projects to building our support crew, they help us grow.”
— Divey Gulati, Co-Founder, ShipBob
This testimonial is a proves that BolsterBiz stands a top customer support outsourcing company in the US can match any company’s mission and speed.
Final Thoughts- Customer Service Outsourcing Done Right
Outsourcing can sound risky. Brands fear loss of control, poor quality, and hidden fees. The ShipBob success story shows how to overcome these fears. With BolsterBiz, you gain a partner with an unmatched track record, a partner that leads in business process outsourcing. You get a house team that works as your extension. You save time and money. You improve customer satisfaction through outsourcing and see real ROI.
If you’re a growing eCommerce or logistics brand, it’s time to test a partner. We also provide top-notch data analytics and digital marketing strategies for startups. Time to see your CSAT climb. Time to let experts handle your customer service operations. Time to reap the cost-effective customer service operations and reduced costs.
Ready to Scale your Support?
Partner with BolsterBiz, one of the leading customer support outsourcing services companies. Our services include customer support outsourcing, scalable solutions, and a clear ROI. We handle support, chat, phone, and social media. We build remote customer support teams that fit your brand. Let us handle your customer care. Let you handle growth.
