Guide

How Sendcloud scaled smartly as it faced exponential growth

Published May 15, 2020
Last updated May 22, 2020

Like the small- and medium-size businesses it serves, Sendcloud understands how simplifying processes can mean the difference between success and failure. Its 15,000 customers use Sendcloud to connect their online shops to the most popular shipping international carriers and optimize the checkout experience by offering customers multiple delivery options. Sendcloud then helps its customers create workflows for everything from printing picking lists, shipping labels, and barcode support to custom-branded track and trace emails.

Founded in 2012, Sendcloud’s rapid growth forced the company to think proactively about how to scale its customer support, which leaders knew would be key to keeping its user base onboard. After abandoning a shared email inbox for agents, Sendcloud turned to the Zendesk Support Suite, which opened up critical self-service options and helped agents respond more quickly and efficiently to customer inquiries. And as the business continues to refine its support efforts, Sendcloud has the tools in place to expand into the enterprise market.