eBags Raises the Bar for Customer Service to Online Shoppers

DENVER, June 2, 2015 /PRNewswire/ -- On the heels of being recognized as one of the top 10 companies for customer service by USA Today, eBags.com — the leading online retailer of bags and accessories for lifestyle, business, and travel — today announced that it will be onboarding an even more in-depth customer care team. The team will become active in June just in time for the back-to-school season to help customers find the right bag online from the comfort of their home or the convenience of their mobile device.

"When we launched eBags over 15 years ago they used to say that no one would buy luggage on the web," says eBags President Rob Cassidy. "But people's perception of online shopping has changed drastically since the 'dot com' boom, and digital innovations actually make it more enjoyable to buy online than in-store."

Innovations such as bag-on-model product detail images, 360 degree spin machines, and exceptionally high-quality zoom features allow eBags' customers to interact with products on a whole new engagement level. Although the modernity and accessibility of this technology may help get people in the door, it's eBags' unparalleled customer care that turns visitors into loyal customers.

Receiving thousands of calls each week, eBags' customer care center is supremely designed to provide expert advice in order to help customers pick the right bag that fits their needs and preferences. eBags' customer care representatives are primed to help customers with everything from inquiries regarding product durability to questions about the number of straps on a particular bag.

Some eBags team members have even been with eBags since the company first began, offering over a decade of expertise. Gary Santangelo started with eBags as a customer service agent when they opened their virtual doors in 1999 and continues to give high-level care to eBags' customers as an analyst on eBags' Fulfillment team.

"One of the main reasons I've stayed with eBags is because it's a lot more like a family than just a business," says Santangelo. "We try to pass that onto how we interact with our customers so everyone feels taken care of and gets what they need."

With some customer call centers originally located in the Philippines, eBags decided to move customer care calls to the U.S. in order to provide the best service possible.  The company's current onboarding initiative continues to push this endeavor even further through centrally basing all customer care teams out of the eBags Colorado corporate headquarters.

"The customer care team is the heart of our organization," says Cassidy. "We found that by bringing people together in a central location we've been able to bridge support across all departments, providing quicker response times and information on the spot, all the while creating a much more passionate environment."

eBags has also found that their in-house agents have a better grasp of the material and product knowledge, another contributing factor to moving all customer care to the company headquarters. In fact, every team member will now receive training directly from brands, such as Tumi and Patagonia themselves, who will come to the corporate office in person and educate the team about brand products and their specific features.

Part of eBags' new customer care onboarding will also include launching LiveOps. This cloud-based contact center will provide enhanced call flexibility, intelligent multichannel routing, and realtime reporting, among other key features.

"I'm not surprised this discount luggage e-store has an A+ rating with the Better Business Bureau," writes USA Today. "The prices are the lowest in their class, the sales are constant and customer service is outstanding. eBags has handled more than tens of thousands of our viewers' orders without a single complaint. . . . their phone representatives are phenomenal."

To date, eBags has over 3.1 million customer reviews and has shipped more than 23 million bags to customers worldwide.

About eBags.com
eBags.com is the leading online retailer of handbags, luggage, backpacks, business cases, and accessories. With over 23 million bags sold and more than 3 million unbiased customer reviews, eBags features over 50,000 products from upward of 550 brands, including the eBags Brand, Michael Kors, kate spade new york, Fossil, Tumi, The North Face, JanSport, Herschel Supply Co., Vera Bradley, and Nike. For more information, please visit http://www.ebags.com/.

SOURCE eBags.com

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