Reviews of Backbone Customer Service

Our clients rate Backbone Customer Service 4.6 out of 5 on Trustpilot, across 21 reviews. They are all below, straight from Trustpilot, along with the themes clients write about most often.

What clients write

Trustpilot: 4.6 / 5, 21 reviews. Read all 21 reviews on Trustpilot.

Six months in with the Backbone team

We have been working with the great people at Backbone for about six months now. Our service level has gone up and customers have a good experience with us thanks to Backbone. They also think along with the business beyond customer service. Definitely recommended for everyone!

Or29 Aug 2026

Great back-end

We have been working together for quite a few months now. They took a lot of stress away, think along really well, and together we have built a back-end that runs like clockwork. Very happy with the partnership!

Twan Mulder23 Aug 2026

Top agency

Backbone now handles 3 of our stores and we are really happy with the partnership. Everything gets picked up quickly and with quality.

Okan Ilksoy23 Aug 2026

Takes the daily customer service off our hands

We have been working with Backbone on our customer service for about a year now and we are very happy with it. They move fast, handle customer questions professionally and carefully, and keep us informed with clear reporting.

Olaf Habraken22 Aug 2026

We are very happy

We are very happy with the way we work with Backbone CS. Communication is fast, clear and pleasant, so we always know where we stand. On top of that we see them continuously developing and improving, which gives a lot of confidence.

Franny22 Aug 2026

These guys really know how to get things done

Always there for you and they pick up questions and comments extremely fast. A lot is automated, which keeps processes efficient. It is good to know this is simply handled well so you can focus on growth yourself.

Klant11 Feb 2026

Great to work with and easy to reach

They always take plenty of time for us as a client, are very involved and easy to reach with questions. What makes the difference for us is the personal approach from Dylan and Jeffrey, the owners. Communication always runs smoothly and you notice they genuinely think along with our business.

Marco Haarsma13 Dec 2025

Genuinely recommended

I have been working with Backbone for over a month now and from the start it has been a pleasant experience. I was positively surprised by the patience, the transparency, the service and the knowledge at this agency.

MOHAMED10 Dec 2025

Customer service experts

I am really happy with how Backbone handles my customer service. I barely have to think about it and every email gets picked up extremely fast.

Glenn Snel21 Oct 2025

Very happy with Backbone CS

They always respond very quickly and are there for you straight away. Communication is clear and direct, so you never wait long or sit in the dark. A genuinely pleasant and reliable team to work with.

Jim Assai18 Sep 2025

Great owners

They set me up quickly with a great customer service team, fight disputes properly, and are always willing to help.

Zakaria3 Sep 2025

Source: Trustpilot, translated from Dutch

What clients write about most

Read side by side, the same four things keep coming back. That says more than the score, because it shows where the difference actually gets made.

Being reachable. Clients often write that they get fast answers to their own questions, not just their customers'. Usually through the shared Slack channel.
Direct contact with the founders. Jeffrey and Dylan are in the conversations themselves. At this size that is possible, and reviews regularly name it as the reason clients stay.
Thinking along beyond support. Because we come from e-commerce ourselves, conversations often turn to return policies, suppliers or the processes causing the ticket volume in the first place.
Calm. The inbox is handled and stays handled, including through busy periods.

"We have been working with Backbone CS on our customer service for a few months now and it is going really well. They always take plenty of time for us as a client, are very involved and easy to reach with questions. What makes the difference for us is the personal approach from Dylan and Jeffrey, the owners."

Marco Haarsma · 13 December 2025 · translated from Dutch · on Trustpilot

What the numbers show

Reviews say something about how the engagement feels. The dashboards say something about how it performs. We track both for every client.

4.6 / 5on Trustpilot, across 21 client reviews

63% → 91%customer satisfaction at one client, in four months

1M+tickets handled for Shopify stores

The Trustpilot reviews are written by our clients, meaning the stores themselves, not by their shoppers. How their customers rate us is measured separately, per ticket, with CSAT. See what that produced at one of our clients.

Frequently asked questions about our reviews

Who writes these reviews?

Our own clients: the stores and brands whose customer service we run. They are not reviews from shoppers who bought something at those stores. That satisfaction is measured separately, per ticket, with CSAT.

Do you ask for reviews?

Yes, we ask clients whether they would share their experience. We do not steer what they write and we do not ask for a particular score. Criticism stays up and we reply to it.

Can I speak to one of your clients?

Yes. After an intro call we connect you with a client whose size and type of store resembles yours. A ten-minute conversation often says more than every review combined.

Why are there not more reviews?

We work with 40+ clients and agencies and have only been going since 2024, so we are building this up steadily. We would rather ask for an honest review now and then than push everyone at once.

Curious what this looks like for your store?

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