Case Study: ModSquad Helps ShipStation Get Ship Done

SHIPSTATION’S RAPID INTERNATIONAL SCALE IS GIVEN LIFT BY 24/7/365 GLOBAL CUSTOMER SUPPORT FROM MODSQUAD

Next time your latest impulse buy from Amazon, eBay, or Etsy shows up at your door, there’s a good chance ShipStation had a part in getting it to you. The shipping software platform is the leading choice of online sellers, providing automated shipping and fulfillment solutions to its clients. But did you realize that their support team is turbo-charged by Mod power?

ShipStation provides automated shipping and fulfillment solutions to its clients (including Amazon, eBay, and Etsy), to facilitate the fulfillment, processing, and delivery of orders. Freeing clients from those tasks helps them focus on expanding their businesses. Yet ShipStation quickly faced a similar need for smart, efficient assistance from an outside partner. Because, let’s face it, if you’re supporting global powerhouses that run on tight schedules, there’s no room for error or confusion. These are clients who need help day and night, in multiple languages, from locations around the globe. Not an easy ask for a growing company without the in-house capability to provide that level of service.

In a new case study, you’ll learn how ModSquad quickly jumped in with phone, chat, and Zendesk ticket support. This came at a time when ShipStation was just entering foreign markets. ModSquad’s ability to tap into a network of 10,000 Mods located in 70+ countries and speaking 50+ languages and dialects was invaluable to ShipStation. That worldwide coverage allowed for real-time 24/7 support, vital to a business that works with clients with pressing needs at all hours.

Having a team of Mods augment their in-house team was invaluable to ShipStation. Delano Mireles, Senior Director of User Support for the company, elaborates. “We’ve been really impressed with the fact that the Mods typically take on the same workload that our normal agents do. To be able to have them working throughout the night and into the day has been a huge help in keeping our costs down. Just to have that availability with Mods has been a real game-changer for us.”

For more insights into how ModSquad exceeds customer expectations and earns ShipStation’s stamp of approval, don’t miss this new case study.