USource customer service teams are part of the unseen network of outsourced support staff making sure parcels get to customers across Australia. We’ve seen first-hand eCommerce retailers surge in online orders due to the pandemic. Pet food, wine, activewear, coffee, and everything in between – online sales have surged since March 2020 – and with each lockdown sales spike.

It comes as no surprise to us that Australia Post has recently paused collections of parcels from eCommerce retailers in NSW, ACT, and Victoria. This is to clearly record parcel volumes in parts of their network impacted by COVID-19.

This demand has been replicated across the United States, the United Kingdom, and South East Asia. And when there are delays to deliveries customers will be quick to contact you with their concerns.

To keep order processing, deliveries, returns, refunds, inventory, and complaints on track you need a hidden army of customer support staff in the background; using eCommerce platforms (Amazon FBA/FBM, Shopify, Shipfusion, Ship Station, Orbelo, Salesforce Commerce Cloud, Oracle Commerce), and customer support ticketing software (Zendesk, Freshdesk, Gorgias)..and for real-time customer support, live chat support running 24 hours per day, 7 days per week.

If you’re looking for scalable, affordable, outsourced solutions for eCommerce and customer support, get in touch. We provide end-to-end eCommerce solutions; from digital ads right through to resolving customer service complaints and delivery issues.