Customer service plays a critical role in the success of logistics and e-commerce shipping, but what truly makes a team exceptional? At International Bridge, customer service in shipping isn’t just about answering inquiries—it’s about proactive solutions and personal connections. We sat down with the Operations Support Coordinator at International Bridge (IB) to uncover the secrets behind their outstanding parcel shipping service.
Supporting IB’s mission every day
“Our mission is to deliver fast, reliable, and affordable shipping solutions when shipping to Hawaii, shipping to Alaska, and shipping to Puerto Rico,” shares Marina. “We act as the direct point of contact for customers, ensuring prompt resolution of inquiries, proactive issue management, and clear communication throughout the shipping process. This dedication not only satisfies customers but reinforces IB’s reputation for reliability and efficiency in the small parcel shipping industry.”
What sets IB’s Customer Service apart?
When asked what differentiates IB’s Customer service, Marina highlighted a commitment to personal connections and proactive service within e-commerce shipping:
“Our team is dedicated to going above and beyond for our customers. Whether it’s through clear and timely communication or ensuring every interaction is handled with empathy and professionalism, we strive to create a seamless experience. This dedication fosters trust and enhances the overall customer journey.”
Another standout feature? Their positive attitude. “Our agents have a way of turning worried customers into confident ones. It’s remarkable how they not only resolve concerns but leave customers feeling optimistic and reassured.”
Balancing modern tools with personal touch
In today’s fast-paced world, blending technology with human interaction is crucial. At IB, we combine advanced tracking systems with modern applications, ensuring these tools complement—not replace—our personalized support.
“Real-time tracking gives customers control, but it’s our agents who add value by providing empathetic communication and tailored solutions when needed. This synergy ensures efficiency without sacrificing the human element. Take shipping to Alaska, for example. Alaska is vast, with many people living in remote locations that can only be accessed by bush planes or dog sleds. In these areas, customers may experience days without internet or power, making it challenging to track parcels and ensure timely delivery. This is where the expertise of our team comes into play. Small parcel shipping, especially for regions like Alaska or Hawaii, is a dynamic process. While our technology provides exceptional tracking and affordable shipping solutions, delivering a great customer experience—particularly for e-commerce shipping to remote areas—requires more than what technology alone can offer.
Our team’s deep knowledge ensures that clients shipping to Hawaii or Alaska receive the care and support they need, making IB a trusted UPS and FedEx alternative, and the affordable shipping solution to ship to Alaska.”
Mastering challenges in hard-to-reach locations
Shipping to Alaska, shipping to Hawaii, and shipping to Puerto Rico comes with its own unique set of challenges. “We often deal with longer delivery times and limited tracking updates in these regions,” the Ops Support Coordinator explained. “Our expertise allows us to provide clear timelines and proactive communication, ensuring customers feel informed and valued.”
Bringing the motto ‘no package left behind’ to life
“Our team actively analyses shipment data to ensure no package is overlooked,” said the coordinator. “By collaborating with Quality Control and leveraging real-time reporting, we can prioritize unresolved issues and keep operations seamless.”
Embracing core values like ‘Inspire Aloha’
The Aloha spirit isn’t just a saying at IB—it’s a core practice woven into everything we do. From fostering positivity within our team to brightening customers’ days with warm, empathetic interactions, this value is reflected in every touchpoint. We don’t just ship to Hawaii; we incorporate Hawaiian culture into our approach, ensuring that every interaction carries the spirit of Aloha.
“For instance, during peak season, one of our agents took the time to personally follow up with a distressed customer, providing updates and reassurance. Moments like these exemplify how we go above and beyond to inspire trust, delivering not just small parcel shipping solutions but a personalized experience that reflects the warmth and care inherent in Hawaiian culture.”
At IB, we believe that the Aloha spirit is essential to building strong relationships—whether we’re shipping to Puerto Rico, Hawaii, or Alaska, or providing e-commerce shipping solutions that put the customer first.
Looking ahead
As customer expectations continue to evolve, IB’s CS team remains adaptable and committed to excellence. “Ongoing training, industry awareness, and a dedication to innovation are what drives us forward,” said the lead. “We’re proud of the high standards we’ve maintained for 26 years in the small parcel shipping industry, and we’re excited to continue exceeding expectations by providing the best e-commerce shipping solutions—whether it’s shipping to Hawaii, Puerto Rico, or Alaska.”
At IB, we’re not just meeting customer needs; we’re shaping the future of affordable, reliable shipping—always with the spirit of Aloha. Whether as a UPS alternative or a FedEx alternative, we’re committed to delivering the most efficient e-commerce shipping solutions for every customer.
Ready to streamline your shipping process to Hawaii, Alaska, or Puerto Rico? Explore our Non-con solutions and discover how IB can save you time and money today!
