BEST ECOMMERCE CUSTOMER SERVICE
Cartridge People
Cartridge People is dedicated to prioritizing customer satisfaction above all else. Their commitment is evident through their exemplary customer service, high-quality products at competitive prices, and a focus on continuous improvement. They offer a wide range of products meeting industry standards, including their award-winning Compatible Own Brand printer inks and toners, backed by a Lifetime Printer Guarantee. Cartridge People extends their standard returns policy to a generous 12-month period and boosts their warranty to three years, surpassing industry standards. Their UK-based Customer Service team provides comprehensive support via various channels, including telephone, email, and chat, with accessible resources such as FAQs and video guides. Cartridge People closely monitors reviews and response patterns to ensure consistency and effectiveness in their support efforts, reflected in their high ratings on platforms like Google Reviews, Reviews.io, and Trustpilot. Overall, Cartridge People’s dedication to exceptional service, value for money, and continuous improvement distinguishes them in the industry, ensuring a superior experience for all customers.
French Bedroom
Founded in 2006 from a desire to create feminine and timeless French-inspired furniture, French Bedroom has evolved to be a team full of empathic and hardworking individuals, who are just as passionate about the customer experience as they are about luxury interiors.
With an industry-leading approach to CX, the team have become expert in all areas of logistics, product knowledge and proactive planning to build meaningful and long-term customer relationships.
Dedicating time to showing gratitude to every customer at all points of the journey has been key to building meaningful relationships, resulting in a 4.8 Trustpilot score. Beating industry giants with a significantly reduced headcount, demonstrating that quality is truly greater than quantity.
The French Bedroom purchase journey is about so much more than the steps a customer takes before landing on the website and continues beyond their furniture delivery. Thank you calls, boxes and letters are sent, as well as enquiries being answered within one working day.
As a new bed is not a regular purchase, 90% of the marketing budget goes to acquisition of new customers. Due to the level of engagement and customer confidence from the CX Team, returning customers consistently account for 35% of revenue.
Harts of Stur
Harts of Stur is a family-owned company based in North Dorset. We specialise in kitchenware and cookware, and recently we’ve branched out into fashion and homewares too. Our store is well-known for excellent customer service, which has earned us several awards over the years. We strive to bring the same level of service to our online customers.
Our small customer service team of eight is here to help. We pride ourselves on quick response times. Phones are answered right away, emails are responded to within a specified time frame, and if we promise to call you back, we will. We endeavour to stay true to our core customer values to always go the extra mile and ensure a positive resolution or outcome for every customer.
Our service doesn’t stop after your purchase arrives. We’re here to help with any questions or issues you may have. We work closely with manufacturers and suppliers to ensure our after sales service is as immaculate as the pre-sales advice and knowledge. We strive to follow end-to-end sales for all customers, promoting a personal shopping experience.
Hoory AI
Hoory AI is an innovative AI-powered virtual assistant designed to streamline customer support processes and address the challenges associated with customer service.
We offer a comprehensive AI-powered solution with a rich toolset that includes macros, automation, detailed reporting, and much more alongside our knowledge-based and rule-based AI assistants. These tools enable our customers to keep their finger on the pulse of what’s happening in their business in terms of customer service and satisfaction.
What sets Hoory AI apart is our comprehensive, innovative, and customer-centric approach to AI-powered customer service. We ensure 24/7 availability, providing uninterrupted support to our customers’ customers. Our solutions are highly customizable, allowing us to tailor them to the specific needs of each customer. The scalability of our AI solutions means that they can grow with businesses, accommodating their evolving customer support needs. Our multilingual support breaks down language barriers, enabling businesses to reach a global audience.
Leveraging cutting-edge AI and machine learning models, we ensure superior performance and accuracy in our AI assistant’s interactions.
We believe that our innovative AI-powered virtual assistant, combined with our customer-centric approach, makes us the ideal choice for the “Best eCommerce Customer Service” award.
Intersoft
Intersoft, a provider of carrier management solutions for over three decades, has facilitated over 410 million shipments globally in the past year, emphasising innovation, integrity, and exceptional customer service. Through agile API integration, Intersoft assists retailers and logistics companies in meeting customer demands, with a workforce dedicated to addressing diverse needs.
Over the years, Intersoft has built lasting relationships with its customers, providing unmatched customer service no matter their requirements. With rapid onboarding and effective communication, the business has enabled impressive growth for many of its customers. With a remarkable 98.7% customer retention rate and a Net Promoter Score of 64, Intersoft excels in customer satisfaction, whilst also continuously innovating to tackle challenges.
Listening to customer feedback, Intersoft has implemented key requested features to the benefit of its customer base. With a culture of honesty, adaptability, and collaboration, Intersoft has garnered numerous industry accolades, affirming its commitment to its customers, and drive to always put the customers’ needs first.
Pro Carrier
Pro Carrier stands out for its dedication to serving thriving eCommerce businesses across Europe. Central to their ethos is a commitment to unparalleled customer service, characterised by transparency, personalised interactions, and proactive communication. Leveraging bespoke technology like the Horizon platform, Pro Carrier ensures clients are informed at every stage, building trust and loyalty.
Their innovative approach extends to strategic partnerships, exemplified by collaborations with Hurricane Commerce and AEB SE, aimed at streamlining customs processes and reducing delays. A recent merger with DG International further enhances their offerings, providing customers with cost-effective multi-carrier solutions. The Horizon platform, witnessing substantial growth, offers enhanced visibility and support, contributing to customer satisfaction.
Behind Pro Carrier’s success is its talented team, with an impressive track record of customer satisfaction, including a remarkably low claims rate. Pro Carrier continues to set new standards in eCommerce logistics, driven by a relentless commitment to customer excellence. C85
Starlinks Global
In just two years, Starlinks Global has transformed eCommerce logistics by delivering unparalleled customer service and innovation. Our ethos that deliveries are “Never Just a Parcel,” reflects our commitment to treat every shipment with utmost care, making us a trusted partner in our clients’ global expansion. We have redefined industry standards by integrating cutting-edge technology and proactive customer care, drastically reducing undeliverable rates to below 0.5%—far exceeding the typical industry rate. Our intelligent systems proactively identify potential issues, ensuring smooth delivery experiences and minimizing WISMO queries, with a customer contact rate of just 0.5%.
Visualsoft
Visualsoft is an eCommerce company based in North East England. Visualsoft offers a bespoke eCommerce platform and agency solutions to meet the varying, diverse needs of its clients. The exceptional customer service and industry-leading support set them apart from competitors. Visualsoft resolves 86% of tickets at first point of contact, through various service channels, including a Service Desk portal, dedicated phone line, and direct contact with Growth Managers.
Clients appreciate Visualsoft’s quick ticket handling, patience, helpfulness, and expertise. Visualsoft boasts an average customer satisfaction (CSAT) rating of 4.7 out of 5 (97%), well above the eCommerce market average of 80%. Trustpilot reviews also praise their high-quality service, scoring Visualsoft at 4.6/5.
After constructive feedback in 2023, Visualsoft focused on improving client-centricity, leading to a significant increase in NPS from -41 to +41.5, surpassing competitors like Shopify, Squarespace, and BigCommerce.
