One of the most important considerations when choosing an eCommerce platform is the type of support that will be available to you. As a business owner, you're sure to have a lot on your plate, so quick access to useful help and resources can make all the difference. 3dcart maintains a robust technical support and customer service system that provides several methods for you to get the answers to your questions and report any emerging issues.

We've made support options available for all types of questions, with multiple points of contact for any online store owner in need of assistance. We also provide multiple options to help support those merchants who would prefer to learn on their own, including a rich selection of tutorials and reference materials.

Following is a detailed explanation of our support structure and approach, and a breakdown of all 3dcart support options and how they work.

Introduction to the 3dcart Client Success Team

3dcart support is more than just tech support. We are a dedicated team focused on the success of our clients with the goal of helping you grow your online business. Every team member is thoroughly versed in our 3dcart Core Values: Reliable, Results Oriented, Customer Focused and Responsive.
3dcart-core-values

  • We are committed to our goals and are reliable: We are high-performers who you can rely on for education on how to run a successful store, and we provide you the tools you need through the most powerful eCommerce platform built on the latest technology and infrastructure. We are proud to help inspire and support all merchants on 3dcart.
  • We favor autonomy and are results oriented: We believe nothing should stand between you and the success of your business, and we seek to remove all the impediments that business owners often struggle with. There's no room for excuses, red tape, or other delays at 3dcart, and we are fully committed to helping you achieve the results you desire for your business.
  • We are customer focused in all our actions: Your success is our priority, and we want to delight our clients and provide you with the best solutions for your eCommerce business. We listen attentively to our clients to discover your needs and work actively toward them. And we pay close attention to the feedback we receive, and constantly evaluate our success at pleasing customers.
  • We take ownership and are responsive: We move quickly and positively, using our best judgment to make improvements rather than rigidly sticking to policy. We believe in confronting problems head-on and keep an open mind to all feedback and areas for improvement. We challenge each other to make things better at all times.
  • We believe our best perk is our amazing people: Amazing people don't settle for average goals; we like to go above and beyond. Every member of our team has been chosen for the value they bring to us overall. Our team is friendly, humble, open-minded, and adaptable and we focus on expertise, not on simply adding to our numbers.

How is 3dcart's Client Success Team Structured?

Our Client Success Team comprises about 40% of our company and is organized into 3 tiers.

Tier 1: Phone and chat support handles general questions about the 3dcart platform and can help you understand all the features and options in the dashboard.

Tier 2: If you're experiencing a problem, you or a Client Success Specialist can open a technical support ticket which will serve as the contact point for solving your issue.

Tier 3: Our highest level of support can troubleshoot complex issues and escalate any bugs directly to our development team so a fix can be implemented as soon as possible.

In addition to the 3-tier structure, we also have a Dedicated Webmaster Team to assist with requests that fall outside the scope of tech support, including website customizations and edits to your store's HTML, CSS, and more.

Merchant using our Enterprise eCommerce platform also have access to our Technical Account Manager (TAM) team, which provides dedicated and priority support to our Enterprise clients. TAMs maintain a relationship with Enterprise merchants and become your point of contact for any concerns.

How Does 3dcart Train its Support Team?

Rear View of Young Office Workers in Casual Outfits Listening to a Top Manager Explaining Something Using Illustrations.Our Web Technologies & Client Success Specialists need to be fully skilled in all the crucial eCommerce tools merchants rely on today. We begin with rigorous training on every part of the 3dcart platform, followed up with product training for our new version releases to keep all our specialists up to date. Our team also trains for industry certifications including Google Analytics and other eCommerce technologies.

All our Client Success team members are also trained in customer service to ensure open, clear communication that will truly help and please our clients.

How 3dcart Measures Customer Satisfaction

We firmly believe in the value of feedback, so we actively request feedback from every 3dcart client. Every interaction is rated, including phone calls, live chat, and support tickets. We collect ratings through Nicereply to track each of our specialists' Customer Satisfaction Score (CSAT) with the goal of receiving a minimum of 90% customer satisfaction for each team member every week. Any customer interaction that receives a negative rating is reviewed individually by our Client Success Manager, with coaching sessions conducted to prevent future occurrences of the same situation.

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We also measure Net Promoter Score (NPS), which helps us identify clients that may be unsatisfied and help to rectify any issues they may be experiencing. Our mission is always to astound our customers with the quality of our eCommerce platform and our support.

 

3dcart 24x7x365 Available Support Options

There's nothing better than being able to communicate directly with an expert who understands your issue. 3dcart live support is available 24 hours a day, 7 days a week, every day of the year including holidays. Plus, we're 100% US-based, and our support team works right from our South Florida headquarters so all your concerns can be handled promptly.

 

 

Phone Support

Sometimes a phone call is the best way to get the assistance you need, as you'll be able to fully discuss your questions with a knowledgeable Web Technologies & Client Success Specialist. You can reach the 3dcart team anytime by calling

  • US toll-free 1-800-828-6650.
  • US Local (954) 582-5080

To improve service for our international customers, we also have the following international phone numbers:

  • UK: (+44)203-734-2759
  • AU: (+61)291-917-464

Live Chat

Prefer to type rather than talk? We understand, and that's why we have our live chat system! Access 3dcart live chat from our website or directly from your 3dcart dashboard. Just click the green word balloon icon in the lower right corner of the screen and you'll be put directly in touch with one of our Client Success Specialists.

Ticket Support

You can also reach our support staff via ticket or email. This is a great way to get in touch with us if your issue requires a larger amount of information, as you'll be able to send us screenshots, links, and longer descriptions than you could easily write in a chat window.

 

Self-Serve Support Options

Sometimes you don't want to ask for help for everything — and in fact, some people prefer to learn on their own even for more complex tasks. Others simply want a quick reference they can fall back on when they need it. That's why 3dcart maintains a thorough collection of documentation and other resources, in which you can find tutorials, instructions, explanations of how features work, and much more.

3dcart Knowledgebase

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The 3dcart Knowledgebase is a searchable directly of technical information including how-to guides, tutorials, answers to frequently-asked tech questions, and more. It also includes full explanations of all the settings and menu items in the 3dcart dashboard, making it a perfect reference tool.

eCommerce eCommerce University

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The 3dcart eCommerce University is a library of courses that provide detailed information on eCommerce topics and procedures for accomplishing improvements for your business. We cover everything from email marketing, to reducing cart abandonment, to product photography and more. We also have an eCommerce Glossary to help you with the ever-growing number of eCommerce-related terms.

3dcart Template Guide

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Want to learn how to make a custom 3dcart theme? The 3dcart Design Docs comprise full documentation of everything you'll need to know to create the custom store design of your dreams. Learn how to construct a theme using code blocks, variables, and templates: the three building blocks of a 3dcart theme. All code blocks, variables, and template pages are fully documented.

3dcart Help Manual

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This is the complete 3dcart instruction manual available online for your browsing pleasure. Learn everything you need to know about how to achieve anything with your 3dcart store. The manual is also searchable, which gives you access to a quick way to pinpoint specific information within these comprehensive documents.

3dcart Developer Portal

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Are you a developer interested in creating a 3dcart app? Or maybe a designer who wants to build a custom theme? You'll find what you're looking for at the 3dcart Developer Portal, which provides quick access to our full REST API documentation, developer forums, and much more.

 

3dcart Community Support

Get involved with other 3dcart community members, as well as the 3dcart staff, through our community support channels. Get help and support, request new 3dcart features, and more.

3dcart Forums

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The 3dcart Forums are a perfect place to share your experiences and knowledge with other 3dcart merchants and ask questions to sellers with years of eCommerce know-how. Our staff also stops in regularly to help and respond to feedback, and you'll also find regular update posts covering 3dcart software upgrades and improvements.

3dcart Feature Requests

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Is there a cutting-edge eCommerce feature you can't wait for 3dcart to add? Visit our 3dcart Feature Requests and let us know! You'll also see other feature requests listed and can vote on the ones you want to see go live. The more votes we have, the better, so stop by and make your voice heard.

 

And if you're just starting your online store, download our free ebook for additional tips and advice.

Download our "Building an Online Store" Free eBook