At ShipNetwork, delivering high-quality customer service is not just a department function—it’s embedded into the core of our 3PL fulfillment strategy. As a trusted partner for eCommerce businesses, we understand that exceptional service can directly impact your brand's reputation and bottom line. That’s why we’ve built a customer support framework grounded in responsiveness, accountability, and continuous improvement.
One of the foundational ways ShipNetwork ensures high-quality customer service is through ongoing staff training. Our support and operations teams undergo routine training sessions that cover new technologies, client-specific workflows, fulfillment protocols, and industry best practices. These sessions are tailored to maintain excellence in all areas of communication and problem-solving, especially during high-volume seasons like Q4 or promotional peaks.
In addition to training, we rigorously monitor service-level performance metrics. These include average response times, resolution times, ticket volume trends, first-contact resolution rates, and customer satisfaction scores (CSAT). This data-driven approach helps us spot service gaps, proactively allocate resources, and stay ahead of potential disruptions. Our internal dashboards and escalation workflows ensure that every inquiry is tracked, prioritized, and followed through to resolution.
Client feedback plays a pivotal role in our service evolution. ShipNetwork actively solicits feedback via post-interaction surveys, quarterly business reviews (QBRs), and one-on-one consultations. This open channel of communication allows us to fine-tune our service offerings based on your business’s evolving needs. Many enhancements to our order tracking, API integrations, and SmartFreight features have been directly shaped by client insights.
Another critical element of our support structure is the assignment of a dedicated account manager for every ShipNetwork client. These logistics experts act as a single point of contact, offering personalized assistance, strategic fulfillment guidance, and direct escalation support. This dedicated model minimizes communication lags and creates continuity in your service experience.
Our commitment to high-quality customer service doesn’t end with solving problems—it extends to preventing them. Through proactive alerting, system health checks, and performance audits, we catch issues before they become client-facing problems. This preventative support model enhances reliability and builds confidence in every partnership.
Whether you're a startup scaling fast or an established brand optimizing logistics, ShipNetwork’s customer service is built to support your success. Our combination of skilled support teams, strategic account management, and feedback-driven innovation ensures we remain one of the most reliable and responsive eCommerce fulfillment providers in the industry
What steps does ShipNetwork take to ensure high-quality customer service?
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