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In today’s fast-paced eCommerce environment, businesses and their customers rely on high-quality customer support delivered across multiple channels – social media, live chat, inbound and outbound phone calls, email, and more.
Modern eCommerce is global by nature. Online stores sell and ship across borders, reaching customers who speak different languages and expect a localized, seamless shopping experience. To meet these expectations, every touchpoint – from the online store interface to the customer support interaction – must be well-adapted and culturally attuned.
At euShipments.com, we understand these needs. We realize why multilingual, multi-channel, and responsive support is not just beneficial – it’s critical. That’s why we’ve developed a multi-tiered support system, providing several types and levels of customer service to help online merchants succeed in every market they reach.
At euShipments.com, our customer support services are tailored for our clients – the online merchants we work with. These are primarily medium and large eCommerce businesses that sell across multiple markets and rely on us to deliver their shipments through a broad network of last-mile couriers.
To streamline post-purchase support and ensure efficiency, we’ve made a strategic decision to centralize all merchant-facing support into a single point of contact. Regardless of how many countries or couriers are involved, our clients communicate with only one dedicated support team.
We provide two levels of merchant support:
No matter the issue – incorrect delivery address, rerouting requests, delivery complaints, damaged or lost shipments, transit time inquiries, or return handling – our merchants know exactly whom to contact. From there, our team coordinates with the relevant last-mile partner in the corresponding country to resolve the issue as quickly and effectively as possible.
This centralized approach saves our clients significant time and effort. Rather than having to juggle multiple courier companies across multiple markets, they work solely with euShipments.com, gaining clarity, responsiveness, and peace of mind.
In addition to supporting online merchants, we also handle customer service for parcel recipients.
Often, recipients recognize our name on the shipment or tracking link and reach out to us directly instead of contacting the merchant. Тhey see euShipments.com as the logistics partner behind the delivery and they trust us to help.
Whether they need to hold a shipment, reroute it, ask about delivery times, or get assistance with another delivery-related issue, we have a separate department fully dedicated to recipient support. This ensures that both ends of the eCommerce journey – the sender and the recipient – are cared for with the same level of professionalism and clarity.
The third and equally important aspect of our service is providing outsourced customer support that bridges the communication between the online store and the end customer (recipient).
This process begins with our Sales Department, which thoroughly assesses the merchant’s customer support needs. We gather key information through a structured questionnaire.
Once we define the scope and complexity of support, there are two possible service paths:
What does the outsourced service with euShipments include:
Incoming Info Line
We handle inquiries from your customers, ensuring they have all the information they need before making a purchase or inquiring about shipments.
Outgoing Phone Calls
We minimize delivery issues by confirming orders and delivery details with customers before shipment and providing updates on delivery schedules.
Communication in Social Media
Our team manages your brand’s image and responds to customer inquiries on platforms like Facebook, Instagram, and more.
Servicing Undelivered Shipments
We proactively contact customers with undelivered shipments to arrange redelivery or pickup, reducing the risk of returns.
Chat and Email Service
Whether it’s responding to live chat queries or managing email communication, we ensure prompt and helpful responses for every customer request.
Order confirmation and follow-up calls to recipients after the first failed delivery attempt significantly increase the percentage of successful deliveries (sales) for our clients.
Next step is a follow-up call after the first failed delivery attempt – when a parcel is with a last-mile courier, there are usually more than one delivery attempts (in cases where the shipment is to a specific address).
If the courier is unable to complete the first delivery attempt, our team calls the recipient to inform them of the missed attempt and check whether any updates are needed to the delivery details — such as changing the address or switching to a different delivery method (e.g. delivery to the nearest locker). Once these updates are clarified, we submit the revised information to the courier, who then makes a new delivery attempt on the next working day.
An additional part of our customer service for all markets is maintaining a support email and phone line, which can be used by all recipients within our network.
If recipients have questions or issues, they can send us an email or call directly +359 700 70 755 – our support team provides information about the status of shipments, coordinates delivery changes with the respective last-mile partners, and generally acts as a liaison between couriers and recipients on behalf of online merchants.
Our teammates handling this support communicate in English but do not perform order confirmations or follow-up calls if a first delivery attempt has failed.
Many businesses, especially small businesses and online stores, face the challenge of managing customer interactions across multiple channels, including email support, social media, and customer phone calls. As customer expectations evolve, having a customer support team that is available 24/7, speaks the customer’s native language, and is equipped with the right customer support tools becomes essential.
Customer service outsourcing to euShipments.com provides businesses with a dedicated customer support team that is well-versed in handling customer queries across a wide range of communication channels. With outsourced customer support online businesses can provide personalized service, streamline customer service operations, and improve customer retention.
All channels covered: email, phone & social
Improved customer experience and loyalty
Lower support costs, higher efficiency
At euShipments.com, we combine our deep understanding of eCommerce logistics with a specialized customer support team and a system that bridges the gap between online merchants and their end customers. By outsourcing your customer service to us, you unlock efficiency, professionalism, and peace of mind – so you can focus on what you do best: growing your business.
Centralized & Reliable Support for Merchants: We provide a single, reliable point of contact for all post-purchase logistics issues. From address corrections to return management, our merchant support teams are experienced, responsive, and multilingual.
Merchant-to-Recipient Support You Can Trust: We actively manage customer interactions on behalf of online merchants. This ensures seamless, branded communication that protects your customer relationships and enhances satisfaction.
24/7 Availability: Outsourcing customer support to us ensures that your customer support teams are available around the clock, catering to customers in different time zones and providing the necessary customer support.
Improved Customer Experience: A customer service outsourcing company ensures that every interaction with customers is handled efficiently and professionally. Whether through phone support, live chat, or email support, outsourcing can help improve the quality service that your customers receive.
Cost Efficiency: Outsourcing customer service to third-party providers can be a more cost-effective solution compared to managing an in-house team. Businesses can access skilled customer support agents without the need to invest heavily in training or infrastructure.
Expertise and Scalability: Outsourced customer service representatives bring specialized skills and knowledge that may be hard to find in-house. As your business grows, outsourcing allows you to scale customer service operations efficiently without compromising service quality.
Effective customer support is not just about solving problems – it’s about building trust and fostering customer loyalty. A good customer support agent doesn’t just answer questions but creates a positive experience that encourages customer retention. An outsource customer service to experts provides the businesses with a high quality customer service that enhances their reputation, promotes repeat business, and strengthens their brand.
Additionally, a customer success manager can play a crucial role in ensuring that your customers not only have their immediate needs met but also feel supported throughout their journey with your brand. By offering continuous support and helping customers succeed, businesses can significantly increase their customer satisfaction and customer loyalty.
Outsourcing customer support with euShipments.com allows businesses to provide 24/7 assistance, manage multiple communication channels, and improve customer satisfaction without the need for an in-house team. This ensures a seamless customer experience while allowing businesses to focus on their core operations.
We offer comprehensive customer support across multiple channels, including phone calls, live chat, email support, and social media platforms like Facebook and Instagram. This ensures that your customers receive timely and professional assistance, no matter their preferred method of communication.
Outsourcing customer service is a cost-effective alternative to maintaining an in-house support team. Businesses save on hiring, training, and infrastructure costs while still benefiting from professional customer service agents equipped with the latest support tools and expertise.
