Customer service outsourced, worry-free.

Delivered by humans, supported by AI

We are Backbone Customer Service (BCS) and take the customer service of your store completely off your hands. On every channel your customers get fast answers from real people, with smart AI support where that speeds things up. Your brand stays protected, your customers stay loyal.

Schedule your free call → View pricing

Read our 5-star reviews on Trustpilot

BCS human + AI

Human agent real conversations

AI agent instant answers

Instagram

Facebook

Phone

Trustpilot

Proud partner of

The customer service behind these e-com brands and communities

Client results

Satisfaction customers can measure

One client, four months with BCS: customer satisfaction moved from "needs improvement" to world-class service.

Satisfaction score (CSAT) over time

↑ +28% in 4 months

Before BCS 63% CSAT score · needs improvement

After 4 months with BCS 91% CSAT score · world-class service

★★★★★

"I got a reply super fast, even in the evening, and everything was arranged for me right away. That's what I call superservice! Really friendly and helpful contact."

Client review on Trustpilot · on working with BCS

Who resolves your tickets?

Human + AI

64% resolved by AIroutine questions, solved within a minute
36% by our peoplecomplex conversations, disputes and custom work

Average mix across our clients, illustrative

First response time

↓ 8x faster

Average store without outsourcing± 24 hours

With BCS, standard SLA± 8 hours

With BCS, premium SLA± 3 hours

Average first response time, illustrative

The team

The people behind your inbox

Behind every fast reply is a real person. Our team of twenty agents works from Albania, Suriname and the Netherlands, led by our COO Redona. Smart, driven people who treat your customers the way you would: warm, personal, and focused on solutions.

And we are a close team. We train together, review every week, and celebrate the wins together too. Your customers feel that culture in every reply.

Professional agents 20+

Working from Albania, Suriname and the Netherlands

Available Mon to Sat · 07:00 to 23:00

this is us

The BCS team around the table during a team night in Tirana — Team night in Tirana

The BCS team at a long table during a team dinner — Around the table, as it should be

What we do

We power e-commerce brands with customer service that's fast, transparent, and built for scale. Real people do the talking, AI as smart support. Your customers stay happy and your brand stays strong.

1M+Tickets handled successfully

20+Professional agents

40+Clients and agencies

Full Transparency/ All-in Pricing/ Realtime Insights/ World-Class People/ Proven Expertise/ Automated Reporting/ Human + AI Excellence/ 5+ Years Experience/ Full Transparency/ All-in Pricing/ Realtime Insights/ World-Class People/ Proven Expertise/ Automated Reporting/ Human + AI Excellence/ 5+ Years Experience/

Explore pricing

One offer, fully custom

No tiers and no generic rate cards. Every engagement gets one clear proposal, based on what your store actually needs.

Tailored to your store

Your customer service, our proposal

Together we shape one offer that fits exactly. What it costs and what it covers, we determine based on:

Custom / per ticket

Start onboarding ina few days

Your incoming ticket volume
The SLA and response times your customers deserve
The channels: email, chat, social DMs, WhatsApp or phone
How deeply we integrate AI into your workflows

Request your proposal

How we start

From first call to live in four steps

A fixed, proven track. You fill out one intake, we build everything.

01
Intro call & intake

Schedule your free call. That's how we understand your business, ticket volume, and needs.
02
Tailored setup

We build your complete Zendesk environment: AI workflows, smart routing, and reporting dashboards.
03
Go-live

Email forwarding on and stores connected. Your customers get answers from day one, from agents with AI support.
04
Optimization

We continuously refine the AI, the agents, and the reporting. Your customer experience gets better every month.

Jeffrey and Dylan laughing on the padel court — Jeffrey & Dylan · a team off the clock too

Backbone

Longtime friends and business partners

Jeffrey and Dylan are longtime friends who turned their deep Zendesk and e-commerce expertise into Backbone Customer Service. They build world-class customer service operations for Shopify brands: expert human agents for the conversations that matter most, AI for speed and scale. Focused on transparency, efficiency, and real results.

Founders at Backbone since 2024

Zendesk professionals since 2020

E-commerce operators since 2020

Real reviews

Read what clients say about us on Trustpilot

4.5 / 5

TrustScore · Excellent

No hand-picked quotes, just real reviews from our clients: the stores we work for every day. Read them all.

Trustpilot

Read all reviews →

FAQ

Your questions, answered

Helping you understand our process and offerings at Backbone Customer Service.

What types of customer service do you offer?

Backbone Customer Service offers outsourced customer service for e-commerce brands and online stores on Shopify: email, live chat, and social DMs including WhatsApp, Instagram, and Facebook Messenger, with custom SLAs. Expert payment dispute handling for Shopify Payments and PayPal chargebacks is always included.

How does BCS combine AI with human agents?

Our experienced EU-based agents lead the conversations and are the face of your brand. In the background, AI resolves routine questions instantly, always under human supervision. You get the empathy of a premium human team with the speed and efficiency of AI.

What kind of businesses do you serve?

E-commerce brands and online stores on Shopify, of any niche and size: online-only, with local stock and fast delivery, or with physical shops alongside. We also work with e-commerce agencies and communities who refer their members through our partner program.

How does BCS ensure quality and performance?

Every client gets four automated real-time dashboards: ticket dashboard, ticket portal, refunds overview, disputes overview. You see every ticket, every refund, and every dispute in real time. No other outsourced CS provider offers this level of transparency.

What should I look for in a customer service outsourcing partner?

Platform specialization (not a generalist), transparent billing, real-time reporting, AI capabilities that actually resolve tickets (not just assist), and a team with genuine domain expertise. BCS delivers all of these for Shopify merchants specifically.

Are references or case studies available?

Yes. We serve 40+ clients and partners including StrapForWatch, Service Points, SolitSocks, Hornbad, PayWhale, and MarketingStorm. We're rated "Excellent" on Trustpilot with a 4.5/5 TrustScore. Contact us for specific references.

How does your pricing work?

Every engagement is custom tailored based on your ticket volume, channels, and service level. No generic rate cards, no per-seat surprises, no hidden fees. You always know exactly what you're paying for.

How customizable are your services?

Fully. Every aspect of your customer service operation is tailored to your brand's voice, policies, and customer base: from AI workflow configuration to agent training to escalation paths.

Can you scale up or down quickly?

Yes. Our combination of agents and AI absorbs volume spikes instantly. For sustained growth, we scale agent capacity to match. Scaling down is equally straightforward.

How do you handle data security and compliance?

All operations run on Zendesk Enterprise, which provides enterprise-grade security, encryption, and compliance certifications. Our agents operate under EU standards.

Why choose you over hiring an in-house team?

You get Zendesk Enterprise (included), AI (fully configured), 20+ trained agents, four real-time dashboards, and dispute expertise, live in as little as 3 days. Building that in-house takes months and costs significantly more.

What does the onboarding process look like?

Most stores go live in 3 days, more complex setups in 1 to 2 weeks. We handle Zendesk Enterprise setup, AI configuration, workflow design, and reporting dashboards. You fill out a questionnaire and we build everything.

What if I need changes or support after onboarding?

Ongoing optimization is part of the service. We continuously refine AI accuracy, update workflows, and adjust to your evolving needs.

How do I get started?

Schedule a free call or send us a message. We'll discuss your business, ticket volume, and goals, then put together a custom proposal.

Let's connect