Success stories with BolsterBiz
How ShipBob built a 20+ person support team that kept up with growth
ShipBob needed a reliable Ecommerce customer support team to handle growing ticket volume without the cost of building one in-house. That's where BolsterBiz came in.
20+support agents
3+ yrspartnership
Fasterfirst response time
Morebandwidth for the in-house team
The story
Fast growth, and a support team racing to keep up.
ShipBob is a 3PL company. It handles fulfillment for e-commerce brands — warehousing, packing, shipping, all the behind-the-scenes stuff that keeps online stores running. They started in 2014, raised funding to expand into more cities, and grew fast.
But fast growth brings its own overheads. More clients meant more support tickets. And ShipBob's product was still being refined, so customers had questions — especially as Q4 approached, the peak season for most e-commerce businesses.
ShipBob needed people who could handle the volume without the cost of building an in-house team from scratch. That's where BolsterBiz came in.
ClientShipBob
IndustryE-commerce fulfillment / logistics technology
Founded2014
HeadquartersUnited States
What they doWarehousing, inventory management, packaging, and shipping for online brands
Tools usedZendesk, Jira, Asana
The challenges
What were the support problems ShipBob faced?
ShipBob was growing fast, and their support setup hadn't quite caught up. Here are the issues they were facing.
Hiring fast enough was tough
They needed the right people on board quickly, and finding them takes time most growing companies don't have.
Ticket volume was climbing
More clients meant more questions, more issues, more everything coming through support.
Q4 was looming
Peak season for e-commerce meant ticket volume was about to jump even more, and they needed to be ready before it hit.
Cost and output had to make sense
Scaling fast is one thing; scaling fast without burning through budget is another.
The solution
How BolsterBiz helped them fix their support issues
We built a dedicated support team for ShipBob from scratch and scaled it to over 20 representatives. The team worked in Zendesk for tickets, Jira for issue tracking, and Asana for project management, so nothing slipped through the cracks.
Coverage didn't stop at 9 to 5 either. The team worked weekends and put in extra hours during busy stretches, which meant tickets were handled rather than sitting in a queue.
Along the way, agents started specializing in specific types of queries. Turns out when someone gets really good at handling one type of issue, they solve it faster — and customers notice.
What changed
- Customer satisfaction scores improved.
- First response time and full resolution time both came down.
- The ShipBob team got more room to focus on sales and product development instead of getting buried in tickets.
- Reps started suggesting process improvements that actually got implemented.
Client feedback
What the client said
Divey GulatiCo-Founder, ShipBob
We have been working with BolsterBiz for over three years, and they have been flexible with our growing needs and have been able to produce exactly what we asked for. From data projects to building a customer support team for us, they have helped us tremendously in our growth.
Case study preview
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Browse the first two pages free. The full case study walks through how BolsterBiz built and scaled ShipBob's support team beyond 20 people.
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The full case study covers how the team scaled beyond 20 people, how weekend and overtime coverage was structured, and which specific changes reduced response and resolution times.
- How the team scaled beyond 20 people
- How weekend and overtime coverage was structured
- Which changes reduced response and resolution times
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