what we do
  • ecommerce platform & technology
  • Design and Development
  • fulfillment
  • Inventory Forecasting & Planning
  • Customer Service
  • fulfillment
  • Marketing

Driving brand loyalty through increased customer satisfaction.

Our customer contact center is staffed with highly trained customer care representatives armed with specific knowledge of your products; they assist your consumers with any questions they have about buying or returning products from your webstore. They are the front line of our fully-branded customer experience; not only do they drive top-rated customer satisfaction, but they foster long-term brand loyalty among your most engaged customers. We personalize the service experience, adhering to your brand guidelines. And our dedication to 100% customer satisfaction contributes to the overall value of your customers’ webstore experience, resulting in repeat purchases.

Highlights of Our Customer Service Operation:

  • Customer Care Professionals: We carefully screen and select only the best customer care professionals, and foster an environment of professionalism and courtesy. Our seasoned team is highly motivated and engaged to represent and sell your product.
  • RemoteRep Order Entry System: We have developed a web-based order system for your in-house customer service team that feeds seamlessly into our CRM system, allowing for a smoother customer experience. This allows your customer service team to place credit card or courtesy orders while they have them on the phone, without needing to transfer the customer or refer them to a website.
  • In-House Training Facility: As a SureSource partner, you’re invited to visit our training center and personally coach our customer care professionals to enhance their knowledge and expertise about your products and brand.
  • Phone and Email Service: We offer communication options for customer preference- based service, and we can keep your customers informed of their order status at any point throughout the order lifecycle.
  • Customized Greetings: Every customer call is answered with a brand- specific greeting by a friendly, knowledgeable customer care representative.
  • Skill-Based Routing: Not just anybody picks up the phone. Only customer contact professionals specifically trained as experts on your brand and products will field your consumers’ calls.
  • Multi-Lingual: To better serve your customers’ potential language needs, we offer multi-lingual service options.
  • Open 12 Hours per Day: We’re open 8AM to 8PM EST, Monday through Friday, with 24/7 back up available.
  • Returns: Customer service doesn’t end when the register rings. Correctly handling returns can highlight the entire customer experience, which is why we apply the same professionalism and courtesy to returns as we do with all other customer interactions. And we will work with you to develop product-specific return policies.