Case Study: eShipping improves scalability and customer support with Deskpro

How eShipping Scaled Support by Ditching Outlook for Deskpro

eShipping, a third-party logistics company headquartered in Missouri, used Outlook to track and log customer communication across multiple call centres and departments. The setup created gaps between teams, made customer service hard to manage, and left the company feeling it was dropping the ball. eShipping needed a way to keep its support operation working in unison as the business grew.

After extensive testing, eShipping chose Deskpro Cloud for its customization, automatic triggers, departments for tickets and live chat, and lower cost than other options. Deskpro gave the team specialized departments, reporting, real-time visibility, and support across multiple channels and time zones, including tiered support for VIP customers. The company said the move improved its service offering and made it more scalable; it also reported 67 agents and 42% early growth.

eShipping

Andrew Weiss

Director of LTL Operations