Sendcloud, the complete shipping platform for e-commerce, is proud to announce the promotion of Ana Silvério Rodrigues to Chief Customer Officer. Stepping into this role, Ana will oversee both customer success and support, furthering Sendcloud’s mission to solve shipping globally.
As e-commerce continues to expand, one question dominates: “Where is my order?”. With 36% of all customer support interactions revolving around WISMO (Where Is My Order?) inquiries, it’s clear that a seamless shipping experience is essential for customer retention. In fact, nearly 30% of consumers state they won’t reorder from an online store if their shipping concerns aren’t properly addressed.
“Bridging the gap between merchants and carriers, we have a unique opportunity to elevate the delivery experience for end-consumers. Using our data proactively, we can anticipate and resolve delivery issues before they arise, easing the burden on support teams and providing merchants with shipping experiences typically only reserved for e-commerce giants,” explains Ana Silvério Rodrigues, Chief Customer Officer at Sendcloud. “I’m excited to embrace this new role and partner with our amazing team to continue to drive customer happiness.”
In her new role, Ana will drive customer happiness, managing customer support and success, while working closely with cross-functional teams to drive deep customer value across the organisation. Before joining Sendcloud as Vice President of Customer Support in 2022, Ana spent five years at Pipedrive. Centering her career around customer needs, Ana earned a reputation not only addressing current issues but also proactively preventing new ones. Amongst others, she cut resolution times at Sendcloud by half spearheading automated claim handling, while also introducing a new channel strategy to increase customer satisfaction.
“As we shape the future of e-commerce delivery, attracting and retaining talent is key. Over the past years, Ana has been instrumental in transforming shipping from a bottleneck into a growth accelerator for our customers,” says Rob van den Heuvel, CEO and Co-founder at Sendcloud. “I’m proud to welcome her into this new and elevated role as we expand our leadership team. We’re fortunate to have such exceptional talent in-house and look forward to continuing to deliver top-notch shipping experiences to our merchants.”