Exceptional Customer Experience: Omni-channel Customer Support - ShipStation
Who We Help
Small BusinessesStart small, think big. Elevate your small-business shipping today.
Start Shipping in Minutes Start shipping instantly with a simple setup. Buy and print labels in minutes with no training needed and no unnecessary steps.
Automate and Scale Save time with rules that batch, route, and print labels automatically so your shipping keeps up as orders grow.
Save on Every Shipment Access exclusive 80% – 90% discounts from every major carrier and cut costs on every label, no matter where you ship.
Connect and Customize Plug into hundreds of stores, marketplaces, and carriers, or extend ShipStation with custom API integrations built for your business.
Manage Everything in One Place Manage shipping, inventory, warehouse, tracking, and returns for all your stores and marketplaces in one simple platform.
Simplify Returns Manage returns in one platform with prepaid labels and self-serve features that keep the process fast and frustration-free.
Get Up and Running Quickly Our implementation team guides you through a step-by-step process to help you streamline workflows and keep costs minimized.
SUPPLIES STORE
Your all-in-one shop for hardware, labels, and packaging.
From pro-grade printers and scales to starter kits, polymailers, boxes, tape, and more, find everything you need to grow your business.
Mid-size and GrowingShip smarter, grow faster. Scale your fulfillment with ease.
Save on Shipping as you Scale Automate rate shopping across 200+ carriers, bring your own carrier accounts, and unlock deep volume discounts that grow with you.
Smarter Shipping Intelligence Turn shipping into your competitive advantage with intelligence that improves with every order.
Centralize Omnichannel Fulfillment Manage orders, shipping, inventory, warehouse operations, tracking, returns, and analytics across online stores and marketplaces with one platform.
Automate Order Management Combine AI intelligence with rule-based workflows to speed up fulfillment, streamline operations, and eliminate bottlenecks
Scale With our APIs Extend your setup using our developer-friendly API for custom automated workflows and insights.
Start with Guided Onboarding Our experts walk you through setup, training, and workflows so your team feels confident and ready to ship quickly.
EVENTS ON DEMAND
Innovation Delivered 2026
See how today's top brands use AI and automation to transform delivery into a competitive edge.
EnterpriseGlobal scale, local precision. Master shipping at every level.
Lower Shipping Costs at Global Scale Reduce global shipping expenses with real-time rate shopping and discounted carrier rates, helping your enterprise control costs and ship efficiently at scale.
International Shipping Made Simple Easily manage customs forms, duties, taxes, and tracking while accessing global carrier options from one platform built for cross-border shipping.
Fulfillment APIs Customize workflows at scale with APIs for consolidating orders across channels, comparing shipping rates, validating addresses, tracking, analytics, and more.
Multi-Location Fulfillment Manage inventory, orders, and shipping across multiple warehouses and stores with one platform built for multi-location fulfillment.
Advanced Shipping Intelligence Turn shipping into your competitive advantage with intelligence that improves with every order.
Dedicated Guidance and Support Count on 24x7 support plus dedicated onboarding guidance so your enterprise shipping runs reliably from day one and beyond.
EVENTS ON DEMAND
Innovation Delivered 2026
See how today's top brands use AI and automation to transform delivery into a competitive edge.
Products
ShipStationThe scalable shipping software with carriers, automations, discounts, and more in one login.
Rate Comparison Automatically get the cheapest, fastest, or best-value shipping option based on your criteria.
Buy and Print Labels Get exclusive discounts from UPS, USPS, FedEx, and more. Cut costs everywhere you ship.
Fulfillment Automation Batch, route, and print labels automatically for fast, seamless order fulfillment.
Order Management Combine orders across channels and prioritize based on filters, tags, stores, and more.
Inventory Management Optimize picking, packing, and shipping so orders move faster with fewer errors.
Warehouse Management Create pick lists that align with your warehouse layouts and workflows to reduce time and errors.
Returns and Exchanges Turn returns into opportunities with a smooth, branded return process that fosters trust.
Intelligence Turn shipping into your competitive advantage with intelligence that improves with every order.
Tracking Keep customers informed with order updates at every step, reducing support calls.
International Shipping Confidently ship globally with prepaid duties and taxes, customs forms, and more.
SUPPLIES STORE
Your all-in-one shop for hardware, labels, and packaging.
From pro-grade printers and scales to starter kits, polymailers, boxes, tape, and more, find everything you need to grow your business.
ShipStation APIAn API with powerful shipping speed, scalability, 200+ carriers, and quality support.
Order Consolidation Centralize data from marketplaces, shopping carts, and custom platforms.
Shipping Ingest order sources, print labels, schedule pickups and simplify shipping globally.
Shipping Rate Comparison Access discounted rates with 250+ carriers, use your own carrier accounts — or both.
International Shipping Get real-time shipping rates, labels, and customs compliance in a single integration.
Address Validation Prevent label-printing errors and failed deliveries with automated address checks.
Checkout Offer convenient delivery options, show accurate costs, validate addresses, and more.
Tracking Reduce and resolve customer queries with enhanced tracking from warehouse to delivery.
Analytics Identify carrier, shipping and delivery trends while improving efficiency and reducing risk.
Talk to an Expert
We're ready to answer any questions you may have about ShipStation API.
Integrations and APIs
CarriersGet discounted rates from the top carriers around the world.
USPS](/content/partners/usps/index.html) UPS](/content/partners/ups/index.html) FedEx](/content/partners/fedex/index.html) GlobalPost](/content/partners/globalpost/index.html) DHL](/content/partners/dhl-express/index.html) Canada Post](/content/partners/canada-post/index.html) Royal Mail](/content/partners/royal-mail/index.html) Australia Post](/content/partners/australia-post/index.html) Amazon](/content/partners/amazon/index.html) DPD](/content/partners/dpd-uk/index.html)
Scale Your Business With Our Integrations
We integrate with how you do business. Move fulfillment onto a single platform that scales with your shipping needs.
MarketplacesConnect with the most popular marketplaces across the globe.
TikTok Shop](/content/partners/tiktok-shop/index.html) Etsy](/content/partners/etsy/index.html) Walmart](/content/partners/walmart/index.html) Amazon](/content/partners/amazon/index.html) Ebay](/content/partners/ebay/index.html) Shein](/content/partners/shein/index.html) Temu](/content/partners/temu/index.html) Alibaba](/content/partners/alibaba/index.html)
Scale Your Business With Our Integrations
We integrate with how you do business. Move fulfillment onto a single platform that scales with your shipping needs.
Online StoresConnect with the most popular online stores across the globe.
Shopify](/content/partners/shopify/index.html) WooCommerce](/content/partners/woocommerce/index.html) BigCommerce](/content/partners/bigcommerce/index.html) Squarespace](/content/partners/squarespace/index.html) Wix](/content/partners/wix/index.html) Big Cartel](/content/partners/big-cartel/index.html) Adobe Commerce](/content/partners/adobe-commerce/index.html) PayPal](/content/partners/paypal/index.html)
Scale Your Business With Our Integrations
We integrate with how you do business. Move fulfillment onto a single platform that scales with your shipping needs.
APIsCustomize your fulfillment workflows with flexible, fast APIs
\ Order Consolidation APICentralize data from marketplaces, shopping carts, and custom platforms.](/content/fulfillment/api/order-consolidation/index.html) \ Shipping APIPrint shipping labels, schedule pickups, and simplify shipping with 200+ carriers.](/content/fulfillment/api/shipping/index.html) \ Shipping Rate Comparison APIGet exclusive discounts from top carriers like USPS, UPS, FedEx, GlobalPost, and more.](/content/fulfillment/api/shipping-rate-comparison/index.html) \ Address Validation APIPrevent label-printing errors and failed deliveries with automated address checks.](/content/fulfillment/api/address-validation/index.html) \ Checkout APIOffer convenient delivery options, show accurate costs, validate addresses, and more.](/content/fulfillment/api/checkout/index.html) \ Tracking APIReduce and resolve customer queries with enhanced tracking from warehouse to delivery.](/content/fulfillment/api/tracking/index.html) \ Analytics APIIdentify carrier, shipping and delivery trends while improving efficiency and reducing risk.](/content/fulfillment/api/analytics/index.html)
Scale Your Business With Our Integrations
We integrate with how you do business. Move fulfillment onto a single platform that scales with your shipping needs.
All IntegrationsConnect your entire stack, from ERPs to e-commerce solutions
Shopify](/content/partners/shopify/index.html) WooCommerce](/content/partners/woocommerce/index.html) Paypal](/content/partners/paypal/index.html) USPS](/content/partners/usps/index.html) UPS](/content/partners/ups/index.html) Amazon](/content/partners/amazon/index.html) Big Cartel](/content/partners/big-cartel/index.html) Yodel](/content/partners/yodel/index.html) FedEx](/content/partners/fedex/index.html) TikTok Shop](/content/partners/tiktok-shop/index.html)
Scale Your Business With Our Integrations
We integrate with how you do business. Move fulfillment onto a single platform that scales with your shipping needs.
Resources
Customer StoriesLearn how customers across the globe are shipping their products more efficiently with ShipStation
\ Green GridironAuthentic NFL game-used footballs transformed into premium collectible display pieces.](/content/stories/green-gridiron/index.html) \ SelkirkHigh-performance pickleball brand crafting premium paddles and gear for players at every level.](/content/stories/selkirk/index.html) \ People’s Choice Beef JerkyFamily-owned jerky company crafting premium, handcrafted, small-batch beef snacks.](/content/stories/peoples-choice-beef-jerky/index.html) \ Rush Order TeesCustom apparel company delivering fast, high-quality printed shirts nationwide.](/content/stories/rush-order-tees/index.html) \ Coggins Promotional AdvertisingPromotional products company helping businesses strengthen brands through custom merchandise.](/content/stories/coggins-promotional-advertising-inc/index.html) \ SpiceologyInnovative spice brand creating bold seasonings for chefs and homecooks.](/content/stories/spiceology/index.html)
FEATURED CUSTOMER STORY
How Guardian Sports Used Automated Returns to Scale After Going Viral with the NFL
After the NFL adopted their concussion-reducing Guardian Cap, this Atlanta-based sports safety company saw orders explode to 400 per day—and the team’s manual processes couldn’t keep up.
BlogGet the latest on carriers, shipping rates, Ecommerce trends, and emerging fulfillment technologies
Shopify and ShipStation Tracking Notifications That Keep Customers Informed Shopify ShipStation tracking notifications improve post-purchase updates, real-time shipping visibility, and customer tr...
From Every Parcel to Every Pallet: Something Big is Coming to ShipStation See what's coming and why it changes everything for growing ecommerce businesses and how they ship.
Amazon MCF with ShipStation, Simplified Amazon Multi-Channel Fulfillment with ShipStation helps you connect orders, tracking, and fulfillment across sales chann...
Shopify Shipping and Fulfillment Guide Learn how ShipStation for Shopify shipping and fulfillment helps automate orders, print labels, compare rates, and simpl...
ShipStation for Amazon FBA and FBM Orders ShipStation for Amazon FBA and FBM orders helps you manage fulfillment, products, and customer updates in one place. Lea...
Connect NetSuite Directly to ShipStation: A Simpler Way to Manage Ecommerce Fulfillment ShipStation's new native integration with Oracle NetSuit provides NetSuite users with a direct connection to ShipStation...
FEATURED BLOG
ShipStation Ecommerce Benchmark Report 2026
The conclusion is clear: AI is already influencing demand, competition, and delivery performance—and retailers that fail to adapt risk being excluded from AI-led shopping journeys altogether.
Resource HubYour stop for everything from best practices to holiday trends to product tips and more.
Shipping Rates Calculator](/content/fulfillment/shipping/shipping-rates-calculator/index.html) Speak With Sales](/content/contact-us/index.html) Speak With Support](https://help.shipstation.com/hc/en-us/) Guides](/content/guides/index.html) Videos](/content/videos/index.html) Knowledge Base](https://help.shipstation.com/hc/en-us/) Events and Webinars](/content/webinars/index.html) Community Forum](https://community.shipstation.com/) Newsroom](/content/press/index.html) About Us](/content/about-us/index.html) ShipStation Supplies](https://supplies.shipstation.com/)
SUPPLIES STORE
Your all-in-one shop for hardware, labels, and packaging.
From pro-grade printers and scales to starter kits, polymailers, boxes, tape, and more, find everything you need to grow your business.
Developers HubGet developer guides, API documentation, libraries, and SDKs.
Getting Started](https://docs.shipstation.com/apis/shipengine/docs/getting-started/get-started) API Documentation](https://docs.shipstation.com/api-overview) Developer Guides](https://docs.shipstation.com/apis/shipengine/docs/guides/auth) Connect to MCP](https://docs.shipstation.com/connect-mcp) Libraries and SDKs](https://docs.shipstation.com/apis/shipengine/docs/getting-started/tools) Postman collections](https://docs.shipstation.com/apis/shipengine/docs/reference/postman) Release Notes](https://docs.shipstation.com/apis/release-notes) API Status](https://status.shipengine.com/)
FEATURED BLOG
ShipStation Ecommerce Benchmark Report 2026
Product PricingExplore pricing options for ShipStation and ShipStation API products.
ShipStation](/content/pricing/index.html) ShipStation API](/content/shipping-api/pricing/index.html)
FEATURED BLOG
ShipStation Ecommerce Benchmark Report 2026
In this Article
- Exceptional Customer Experience: Omni-channel Customer Support
- What is omni-channel customer support?
- Why is omni-channel customer support important for my business?
- Exceptional customer experience
- Increased conversions and profitability
- Learn more from analytics
- Be more cost efficient
Exceptional Customer Experience: Omni-channel Customer Support
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Exceptional Customer Experience: Omni-channel Customer Support
Providing your customers with an exceptional customer experience across all your selling and marketing channels is essential to building an efficient and profitable business. The ecommerce and shipping experts at ShipStation explain why omni-channel customer support should be a focus for your business in 2022 and beyond.
Last Updated Oct 13, 2022 – 5 min read
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What is omni-channel customer support?
Over the last two decades, consumer shopping behaviour has changed dramatically with the rise of the internet and connected devices. If you’re reaching customers via a multitude of selling channels, providing support across all those channels is known as omni-channel support.
An example of this would be when a customer sees a product on Instagram and places an order. They then contact Live Chat via their PC the next day to enquire about the order. The customer expects a seamless transition from Instagram on their mobile to another device. Providing this will ultimately give the customer the exceptional experience they are looking for – and build your brand’s reputation simultaneously.
Why is omni-channel customer support important for my business?
The world of retail has evolved beyond only brick and mortar stores. While these are still a major part of how people buy goods, customers no longer want to be pigeonholed into one way to buy.
At one point in recent history, possessing a branded website to purchase from was enough for consumers, but this did produce flaws.
Brick and mortar stores that had websites often operated both as if they were separate businesses. They had their own stock, and if a customer purchased online, they couldn’t return those goods to their local physical store. Those days are now in the past. Here are a few ways integrating omni-channel support could help grow your business:
Exceptional customer experience
Today’s retailers have to cater to the wants and needs of their customers. Customers want the ability to shop when, where and how they want – and not be held back by businesses that silo their physical and online stores. Additionally, they want real-time responses to their queries, whether in-person, online or on a mobile device. Fulfilling these needs in a unified way will take your business from merely providing a service, to being a seamless omni-channel retailer.
Increased conversions and profitability
Delivering on customers’ expectations will ultimately increase their likelihood of purchasing from you. Customers often abandon their basket if they have questions and can’t find the answer to them. Implementing live chat, led by artificial intelligence, provides customers with those answers without the individual having to search for it – and the service is available 24/7.
Learn more from analytics
Implementing tagging across all your digital channels will provide invaluable insight into your customers’ behaviours. From social and live chat to forums, you’ll easily see the journey customers take from the initial point of interaction right through to purchase. These analytics can give insight into what is important to those visiting your channels and how you can optimise them to even greater benefit.
Be more cost efficient
Omni-channel support is a one-stop-shop for servicing your customers across multiple selling channels. This translates into fewer human customer service professionals needed to answer phones and digital communication. Implementing artificial intelligence for services like live chat or chatbots will relieve pressure on your customer service team. This will allow them to focus on more business-critical projects or complex issues which require human intervention. Additionally, it will increase job satisfaction, lowering turnover.
How can my business implement omni-channel customer support?
Omni-channel retailers will have a mix of ways customers can interact with them, including physical stores, online retail spaces, mobile applications, emails and social media. Seamlessly tying these together is achievable and can help ease the burdens off your teams whilst boosting customer satisfaction.
- Omni-channel order fulfilment and delivery – using software like ShipStation’s provides businesses with the ability to ship from store, batch orders together and easily deliver products to customers. With ShipStation, you also have functionality for instant customer updates throughout the delivery process, a must-have for today’s consumers.
- Customer Relationship Management (CRM) – a CRM system provides valuable access to all customer data and manages customer accounts in one place across all channels.
- Analytics– capturing, sharing and evaluating data across all your selling channels will provide greater insight into needed optimisation and how to best serve your customer.
- Artificial intelligence (AI)– implementing artificial intelligence has a myriad of benefits. From instant communications to giving customers the ability to ‘try before you buy’, AI can give your customers the shopping experience they want, setting you apart from the competition.
Ready to take your business to the next level with omni-channel customer support?
ShipStation allows your business to connect selling channels effortlessly, automatically importing your orders and supports over 100 stores, carts and marketplaces. Contact our team of ecommerce experts today to find out how we can help.
Maria Fagerland
Maria is a multifaceted writer and editor who is passionate about creating content that helps businesses succeed. When she's not writing, Maria can often be found in her garden tending to her plants.