Upwork vs BPOs: What Founders Should Really Consider When Hiring Remotely

Hiring remotely sounds simple until you actually start doing it. There are too many platforms, too many options, and not enough clarity on what works for your stage. Most founders start by choosing between two popular routes: freelancer marketplaces like Upwork or traditional BPOs. Both can work well, but each

What Is WISMO? And How It’s Costing Your Business

Table of contents * Introduction * What is WISMO? * Why WISMO Happens * How WISMO Hurts Your Business * The Hidden Cost of WISMO * How to Reduce WISMO * Takeaway * FAQ Introduction You’ve just shipped an order, but your customer doesn’t feel it. They keep refreshing the tracking page, they DM support, and

Cart Abandonment Isn’t a Tech Problem, It’s a Support Gap You Can Fix

Every ecommerce brand is haunted by the same number, 70% of online carts get abandoned. Teams run A/B tests on button colors, polish UX flows, and obsess over milliseconds of page load time. Yet the number barely moves. The uncomfortable truth is that most shoppers don’t abandon because

Top 5 Ways to Create a Customer-Friendly FAQ Page That Boosts Support and SEO

Some days, everything feels a little chaotic. Tasks pile up, surprises pop out of nowhere, and you wish things were smoother. Small improvements can make a huge difference, especially when it comes to your customer experience. One of the simplest yet most powerful tools to achieve this is a well-crafted

Multilingual Customer Support: The Secret Sauce for Global Success

A customer in Tokyo fills their cart with your products, excited to buy, but right before checkout, they pause. The problem isn’t the price or the product, it’s that they can’t get help in their own language. Studies show that 74% of online shoppers abandon carts when

Kim.cc vs Gorgias: Which E-Commerce Support Platform Fits Your Brand in 2025?

Did you know that 73% of online shoppers expect brands to reply within 10 minutes of sending a message? In the fast-paced world of e-commerce, that kind of speed can make or break a customer’s experience. With support tickets pouring in across email, chat, and social channels, it’s

The Ultimate Guide to Hiring a Shopify Virtual Assistant: Real-World Insights from U.S. Store Owners

“I just spent three hours answering the same customer question for the fifth time today,” shared a frustrated Shopify store owner on Reddit. Another asked on Quora: “Can a virtual assistant really help me manage my Shopify store without me losing control?” If that sounds familiar, you’re not alone.

Your Secret Weapon for a Stress-Free Holiday Season: Hire a Shopify Virtual Assistant

Turn chaos into calm with a dedicated Shopify VA who manages your store while you focus on growth. The Holiday Season: Exciting for Shoppers, Exhausting for Shopify Owners Holidays should be joyful, but for Shopify store owners, they often feel like a high-speed rollercoaster. Between last-minute orders, endless customer questions,

8 Common Mistakes to Avoid When Hiring a Virtual Assistant (VA)

Hiring a Virtual Assistant isn’t like hiring a traditional employee. They don’t sit in your office, absorb your company culture by default, or pick up processes through casual conversations. Success with a VA depends on how well you define their role, communicate, and set them up for success.

How much does it typically cost to hire a virtual assistant?

Ever noticed how brands like IKEA or Zara seem to respond to customers instantly online, post consistently on social media, and keep everything running smoothly? Behind the scenes, Virtual Assistants (VAs) often handle much of this work, helping these brands stay organized and efficient. But here’s the question every

Back Office Support in DTC: The Unsung Hero of Customer Experience

When you think of delivering the best customer service as a DTC brand, your mind likely jumps to fast replies, friendly chat agents, and maybe even AI handling the basics. But behind the scenes? There’s a lesser-known function quietly holding the entire customer experience together: back office support. It

Top Tools to Manage a Remote Customer Support Team Efficiently

Managing a remote customer support team is no longer just a trend. It is now a fundamental part of how modern businesses operate. Whether you are scaling globally or just getting started with customer care outsourcing, the right tools can make or break your ability to offer the best customer

Customer Support Staffing Mistakes That Could Cost Your Brand

Every brand wants a shiny 4.5+ star rating on the App Store or Play Store. But very few actually work toward earning it. Why? Because most don’t truly listen to their customers. They miss out on understanding what people need, ignore feedback, and keep repeating the same mistakes,

Ready to Hire Customer Support? Why This Week Might Be the Best Time

A few years ago, most founders didn’t really care about customer support. It wasn’t something people spoke about in pitch decks or tweeted about on founder threads. You focused on product, growth, ads, support came much later, often as a reaction to angry emails. But today? That’s

The Benefits of Hiring a Remote Customer Support Team for DTC Brands

“People do not buy goods and services. They buy relations, stories, and magic.” — Seth Godin If you run a DTC (Direct-to-Consumer) brand, you already know how important customer support is. Unlike traditional retail, you own the entire customer journey, from the moment someone discovers your product to long after they

5 KPIs to Track After You Hire Customer Support

Table of Contents 1. Introduction: Why Support KPIs Matter 2. 5 KPIs to Track After You Hire Support a. First Response Time (FRT) b. Resolution Time c. Customer Satisfaction Score (CSAT) d. Ticket Volume & Distribution e. Customer Feedback Trends (Beyond CSAT) 3. Don’t Just Hire Support. Measure It.

Hire Customer Support for Industry Experience or Soft Skills? Here's What Actually Matters

If you're hiring customer support for your ecommerce or Shopify store, you're likely stuck on one key question: Should you hire someone with deep industry knowledge, or someone who simply knows how to treat people well? It feels like a tradeoff. A rep with industry experience

Hire Customer Support to Take the Weight Off Your Founder’s Plate

Let’s be real: founders already wear enough hats to open a department store. Between pitching investors, refining the product, managing a team, and firefighting chaos at 11 p.m., there’s barely time to breathe. Now add customer support to the mix. Emails. Refunds. Live chat. Instagram DMs. That

Hire Customer Support to Improve Your Online Reviews and Reputation

“This product is amazing… but the customer service? Absolute nightmare.” Sound familiar? We’ve all seen (or maybe written) reviews like that. And in 2025, where one viral Reddit thread or Trustpilot rant can dent your entire business, poor support isn't just a bad look, it’s a

How Startups Successfully Hire Customer Support Without an HR Team

Hiring customer support reps might sound like a job for a full-blown HR team. But for most early-stage startups, that luxury doesn’t exist. Resources are tight, headcounts are lean, and speed is everything. The good news? Some of the best customer service teams in fast-growing startups were built without

How to Hire E-commerce Customer Support That Scales During Peak Season

Your peak season can make or break your entire year. Most e-commerce brands spend weeks perfecting ad campaigns, prepping inventory, and building up excitement for the big sale. But when the orders start flowing in, one critical piece often falls apart - customer support. Hiring customer support that can scale

Real Stories From Founders Who Waited Too Long to Hire Customer Support

You can build the sleekest product, the flashiest ad campaign, and the most viral brand, but if your customer support is broken, it will catch up with you. And when it does, it’s not just about fixing tickets. It’s about losing trust, sales, and sometimes the entire business.

Hire Customer Support or Use AI? Here’s How to Decide

If you're running an online business, especially on platforms like Shopify, you’ve likely hit this moment: “Do I hire a customer support agent… or do I automate with AI?” It’s a real question. One that gets trickier as you grow. Because support isn’t just about

Top 8 Customer Support Skills to Look for Before You Hire

Because polite isn’t enough anymore. When a customer contacts your support team, they’re not just looking for answers, they’re judging your brand. One clumsy interaction, and you might lose a sale, or worse, a loyal customer. That’s why hiring the right support agents isn’t just

How to Budget Smartly When You Hire Customer Support for Your Brand

Hiring customer support shouldn’t feel like a luxury or a risk. Whether you're launching your Shopify brand or scaling post-product-market fit, building a smart support budget is one of the most strategic moves you can make. Many eCommerce brands either overspend on full-time agents or underinvest in