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Shopmatic Joins Hands with Arvato for Global Expansion

The Singapore-based technology company has enlisted Arvato’s expertise in scaling customer service to help take millions of sellers online

Arvato, an international customer service provider, has announced a new partnership with Shopmatic to provide customer service for the company’s fast-growing e-commerce platform. Shopmatic – which has grown 200 percent year over year—helps budding entrepreneurs take their retail businesses online, enabling them to sell their products through multiple channels with integrated payment services and shipping functions. 

Arvato’s customer service representatives will support Shopmatic’s sellers by setting up their accounts, designing and configuring their e-commerce shops and marketing their online presence to maximize sales. Arvato will also provide technical support to ensure the sellers are able to optimize the platform’s features.

“Our vision is to help our sellers successfully develop their e-commerce offering and fulfill their entrepreneurial ambitions,” said Anurag Avula, CEO of Shopmatic. “Given our rapid growth, we needed a partner who can help us scale quickly and provide the best customer support to our sellers. Arvato’s expertise will empower and guide our sellers through all stages of their e-commerce journey with Shopmatic.” 

Initially, Arvato is supporting Shopmatic customers in India, Singapore and Hong Kong, with English language support provided out of its Alabang, Philippines, location and support in Hindi and English provided out of its Gurgaon, India, location. Services are provided via phone, email and chat. Future plans include support for Indonesia, Thailand, Philippines, Malaysia, United Arab Emirates, South Africa and Kenya as Shopmatic prepares to expand into new markets. 

“It’s been incredibly rewarding to work hand-in-hand with Shopmatic and guide them through their exciting growth trajectory,” said Fara Haron, CEO of Global BPS, Arvato. “Working with digital start-ups is unique because circumstances are changing almost daily and there’s a great need for creativity and flexibility. In partnership with Shopmatic, we’re able to shape their approach to customer experience to ensure it fully supports their wider strategic vision.”

“Having supported many global brands who are trying to establish a foothold in the Indian online retail market, the Arvato team is well-positioned to support a fast-growing company like Shopmatic scale up their operations in India,“ said Ankush Bhandari, CEO, Arvato India. ”We are truly excited about the partnership with Shopmatic and are looking forward to delivering a world-class customer support service to their customers in the months ahead.” 

Arvato supports numerous clients in their customer service efforts from digital start-ups, like Shopmatic to Fortune 500 companies across a range of industries including consumer technology, financial services and retail. Arvato currently has nine customer service sites in Asia across India, China, Singapore and the Philippines, and its employee headcount in the region has grown nearly tenfold over the past seven years. In addition to its expansion in Asia and its strong European heritage, Arvato has a growing North American presence with eight sites, including their newest location in Waterloo, Canada.

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