E-commerce Printer Ink Company, LD Products, Extends Customer Service Hours and Brings Jobs Back to the U.S.
LONG BEACH, Calif., June 29, 2012 /PRNewswire/ -- LD Products, one of the web's premier retailers of printer ink and toner cartridges, has just extended the hours of its customer service center. Previously, calls that were received outside of normal business hours had been outsourced to offshore partners who came at a lower price. Now, with rotating schedules and added employees, those customer service calls are being fielded by employees in the online ink cartridge seller's Long Beach headquarters.
While many American companies are utilizing overseas labor to bring down costs, LD Products is taking advantage of the low overhead costs of operating mostly online to bring jobs back to the U.S. The operating hours for the online printer ink store's email support and call center now extend from 5:00 am to 7:00 pm PDT. This effort to bring jobs back to the United States, commonly referred to as "onshoring," is being undertaken by LD Products in order to ensure that they provide the quality of service that they have become known for. Aside from low prices and guaranteed quality on copier toner, ink cartridges, and printer paper, LD Products has come to have a stellar reputation for excellence in customer service. Adding jobs to its Long Beach location instead of sending work overseas allows the company to give employees the rigorous, hands-on training required to maintain that level of service.
LD Products' founder and CEO, Aaron Leon, said, "We originally decided to use an off-shore third party call center for after-hours customer support because we were only open Monday through Friday. The volume of after-hours calls at the time didn't justify us staying open longer hours. Due to our growth over the last few years it now makes sense for us to expand our call center hours and be staffed seven days a week and 14 hours per day. The quality of service our on-site staff gives our customers is head and shoulders above what any third party could offer so the decision was an obvious one to make. Plus, it always feels good to be hiring in this economy."
Leon and Vice President Patrick Devane wanted to ensure that customers calling before and after regular business hours were being serviced, and saw this as a good opportunity to further demonstrate LD's commitment to the American workforce. Their solution was to extend business hours locally in order to cast a wider net and catch more off-hours calls. With this change, customers can call as late as 10:00 pm on the East Coast to order new printer ink and laser toner, troubleshoot installation difficulties, or track their orders on the phone with someone from LD's knowledgeable and local staff.
The company's recent move into a new, energy-efficient, 110,000-square-foot facility in Long Beach, CA set the stage for opportunities such as these. Even with the added customer service staff, there is still room for growth in the new headquarters and this click-and-mortar ink cartridge retailer is poised to do just that.
For more information visit http://www.LDProducts.com
Contact: Nahshon Landrum / Phone: 888-321-2552 x7230
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