# Backbone Customer Service (BCS)

> World-class human customer service for D2C Shopify brands and webshops, based in the Netherlands. Real people lead every customer conversation; smart AI support makes them faster. Shopify-exclusive.

Backbone Customer Service B.V. (BCS) is an outsourced customer service agency for e-commerce brands and webshops on Shopify: online-only stores, stores with local stock and fast delivery, and webshops with physical stores alongside. BCS also partners with e-commerce agencies and communities.

## Key facts

- Founded by Jeffrey (CEO) and Dylan (CFO), longtime friends; Zendesk professionals and e-commerce operators since 2020
- 20+ professional agents working from Albania, Suriname and the Netherlands, led by COO Redona
- 1M+ tickets handled successfully, 40+ clients and agencies
- Trustpilot: 4.5/5 TrustScore ("Excellent"), reviews written by BCS clients: https://www.trustpilot.com/review/backbonecustomerservice.com
- Channels: email, live chat, social DMs (WhatsApp, Instagram, Facebook Messenger) and phone
- Agents available Monday to Saturday, 07:00 to 23:00 CET, all languages supported
- Platform: Zendesk Enterprise (included), with AI workflows under human supervision
- Four automated real-time client dashboards: ticket dashboard, ticket portal, refunds overview, disputes overview
- Expert payment dispute handling (Shopify Payments and PayPal chargebacks) always included
- Pricing: one fully custom proposal per client, based on ticket volume, SLA, channels, and how deeply AI is integrated into workflows; no generic rate cards
- Onboarding: most webshops live within 3 days, complex setups within 1 to 2 weeks
- Proud partner of Trusted Shops, WebwinkelKeur, QShops, Shopify, and Zendesk

## Pages

- [Homepage (Dutch)](https://backbonecustomerservice.com/): services, client results, pricing, onboarding process, team, FAQ
- [Homepage (English)](https://backbonecustomerservice.com/en/): same content in English
- [About us](https://backbonecustomerservice.com/en/about.html): why BCS exists, standards, team and founders
- [Contact](https://backbonecustomerservice.com/en/contact.html): contact form and direct channels

## Contact

- Schedule a free intro call: https://cal.com/jeffrey-backbone-cs/30min
- Email: info@backbonecustomerservice.com (sales), support@backbonecustomerservice.com (support)
- Phone: +31 85 333 2389
- WhatsApp: https://wa.me/message/BBZCL7LLAY4SF1
- LinkedIn: https://www.linkedin.com/company/107446157
- Address: Trasmolenlaan 12, 3447 GZ Woerden, The Netherlands