3dcart Revamps Technical Support Team to Provide Industry-Renowned Customer Support

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3dcart’s Support Center underwent a multitude of changes to ensure their 17k+ customers continue to receive the industry’s best technical support.

We’re dedicated to providing a level of quality support unmatched by our competitors, which represents the main reason why online retailers prefer 3dcart over open-source platforms.

3dcart, the leading all-in-one eCommerce solution, is dedicated to providing industry-renowned services and support to their 17k+ worldwide merchants. As eCommerce start-ups and veterans struggle to find their presence on the web, 3dcart continues to stand apart from the rest, offering a variety of design, SEO, marketing and enterprise services. In 2015, 3dcart’s support center underwent a complete overhaul, with changes to leadership, training requirements and merchant relations – assuring they provide not only the industry’s most powerful platform, but also the absolute best customer support, 24/7/365 days a year.

Spearheading 3dcart’s new Technical Support team is Walter Quinn, the Director of Client Success and an industry leader with over 15 years experience managing web hosting call-centers. Under his leadership, 3dcart’s support team has greatly expanded, with over a dozen support agents added to the team, assuring merchants receive not only quicker response times, but round-the-clock quality support.

Furthermore, 3dcart’s management has also grown, with 4 supervisors and 3 team-leads providing additional levels of escalation, expert guidance and wisdom for merchants and support staff alike. Additionally benefiting from this expansion are 3dcart forum users, who will see an increased management presence on the forums, with Support’s management team tackling an assortment of inquiries, scenarios and recommendation requests.

“We’re dedicated to providing a level of quality support unmatched by our competitors, which represents the main reason why online retailers prefer 3dcart over open-source platforms,” said Walter Quinn. “Every support call, email and chat receives unrivaled attention, with our highly-trained agents providing expert, expedient support for small and large businesses alike.”

The restructure in the company’s support processes were led by CoSupport, a consulting firm which audited the existing support structure and coached the 3dcart team in email etiquette and phone rapport, ensuring 3dcart merchants receive not only expert support – but friendly, easy-to-talk to agents as well. Merchants looking to improve 3dcart’s support team further can now provide feedback about their support experience via “NiceReply” – a leading platform for tracking customer satisfaction.

To ensure 3dcart’s support team is always up-to-date on industry trends, platform updates and other pertinent news, monthly training sessions have also been implemented. With the implementation of this continuous learning process, 3dcart aims to keep their support team at a maximum level of efficiency, with merchants receiving only the latest, most up-to-date information and solutions.

For merchants seeking detailed, step-by-step guidance for over 600+ 3dcart-related topics at their own leisure, 3dcart’s helpdesk system, powered by Kayako, continues to serve as a rich-source for endless, always up-to-date knowledge.

In an industry inundated with lackluster support centers, 3dcart strives for excellence and superiority, offering unmatched average response times; 2 hours for critical issues, 12 hours for questions, and a 10 minute phone wait – resulting in 95% customer satisfaction. With over 17k satisfied, happy merchants, 3dcart continues their 18+ years as an eCommerce trendsetter. Individuals looking to start an online business can sign up for a free trial store today and experience firsthand 3dcart’s new, expert support.

About 3dcart
3dcart (http://www.3dcart.com), located in Tamarac, Florida, is the all-in-one eCommerce solution for retailers to build, promote and grow their online stores. 3dcart's services include the best Technical Support in the industry, 100+ Mobile-Ready Themes featuring the latest technology, order management software, blog, email marketing tools and more. Since 1997, 3dcart has been building online stores for businesses of all sizes. Today, 3dcart is an Inc. 5000 company, a Visa PCI Certified provider and a Google Certified Partner.

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Jimmy Rodriguez
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