Understand exactly how our dedicated Product Support and Customer Success teams will work together with you to ensure your JOOR experience is as seamless, strategic and profitable as possible.
Once the onboarding process onto a B2B wholesale platform is complete, many companies leave clients to learn how to navigate a platform by themselves, offering only a 9-5 support line you can reach out to if any major issues occur.
At JOOR, we understand that a high level of support throughout your business’ entire lifetime with us is essential to not only ensure you can get the most from our tools but to also save you valuable time and money throughout your wholesale journey.
Alongside our innovative technologies, we are renowned in the industry for our high level of support which spans across both client and product. We understand that during your day-to-day use of the platform, questions and issues may arise, which is why we offer a 360-degree approach when it comes to assisting you.
.png)
Whether you’re new to the platform or an experienced user who’s come across an unusual issue, our Product Support team is on hand day and night to answer any questions you may have about JOOR.
They are platform experts and can happily answer questions about topics including: connecting to retailers, updating profiles, creating, duplicating and customizing linesheets, order discrepancies and inventory data uploads, as well as general how-to’s on everything from reporting, reconciliation, resolving error issues or any other queries you may have.
.png)
The Product Support team is here to assist you and there are multiple ways to get in touch with them. Our AI Support Assistant JO is always available 24/7. Simply ask a question, and JO will automatically share relevant snippets from our archive of over 375 Help Center articles and resources to assist you right away. If JO can’t fully answer your question, you can easily request to be connected to a support agent for more personalized help.
Additional assistance is available by reaching out via phone, email or our platform’s chat feature. We recommend using the chat feature whenever possible, as it integrates seamlessly with your iPad or computer and appears alongside the issue you are experiencing, making it easy to describe your challenge.
Chat also provides an answer in text form, which you can then copy and share with other members of your team. For time-sensitive concerns, chat is the quickest way to get support, while email is ideal for situations where a detailed response is preferred.
.png)
The JOOR Product Support team is based around the world, meaning we have many multi-linguists among us. We have team members fluent in English, Italian, French, German, Spanish and Japanese and our team is equipped with top translation assistance tools so that any agent can support any customer’s language requirements.
.png)
We’re proud to bring our customers the kind of service they tell everyone about. According to the American Customer Satisfaction Index organization, the average customer satisfaction score for the software industry is 79%, but we are proud to have achieved a 96% score.
The key to our success? Super fast response times. If you reach out via email, our support team is typically in touch within 3.5 hours, more than 4x faster than the industry average response time. We’re even quicker with chat—responding in just 30 seconds and on average resolving queries and questions within 18 minutes, no matter how complex or obscure they may be.
.png)
The best kind of support system is one that isn’t just there for you when a problem arises. While you should contact our Product Support team for software questions and troubleshooting, our JOOR Customer Success Team is your partner in maximizing the value of our platform to drive your business forward.
Taking a consultative approach, the Customer Success Team helps you understand and leverage all the products and features JOOR has to offer. From onboarding and training to best-practice sharing and adoption strategies, their goal is to ensure you’re integrating JOOR into your daily wholesale operations and continuing to see progress in achieving your business goals.
.png)
Every JOOR client will receive automated performance reviews from our Customer Success Team which can help you to get a complete picture of your business strengths and weaknesses in terms of wholesale. You can then use these data insights to help plan the next steps in your wholesale strategy and inform your business decisions going forward.
.png)
We will also let you know which JOOR tools you are using the most and make you aware of any applications or integrations you have not yet tried or implemented that could help your business flourish. Perhaps you haven’t considered taking part in JOOR Passport, one of our digital trade shows, before but the data indicates it could be lucrative. If that’s the case, Customer Success will help you every step of the way as you try out this new channel.
.png)
Belstaff is just one of the many fashion brands that truly appreciate the high level of assistance we have to offer. They’ve found both our Product Support and Customer Success teams to be key to helping them achieve their objectives. Daria Gulai, Senior Wholesale Assistant Merchandiser at Belstaff says "JOOR’s support teams respond instantly and are incredibly helpful, making it effortless for our teams to navigate the platform and tackle any questions that may arise." Read more about our Belstaff case study here.
Tom Turton, Wholesale Sales Manager from the classic English shoemakers Loake, has similar praise for our teams. "JOOR's customer service is second to none. Their online chat is really easy to use — any issues have been solved within minutes, giving us more time to focus on key sales tasks."
When it comes to a B2B wholesale platform that truly cares about its user’s experience every step of the way, it’s JOOR. We’re proud to have built a reputation for world-class customer service and will continue to help our clients maximize their wholesale potential for business success. Interested in learning more about our platform? Book a demo today!
Discover the Top 5 Trends in Wholesale for 2025
Online catalogs have become a crucial component for retailers and their buyers in an evermore tech reliant industry. Read about how these dynamic product libraries act as comprehensive selling solutions that plug into current buying behaviors.
%20(1).png)
Explore the key differences between price sheets and line sheets in wholesale fashion. Optimize product showcasing and sales strategies with clear pricing details and captivating visuals. Enhance buyer experience and streamline ordering process effectively.
.png)
Now is the time to maximize your business strategy by digitalizing your wholesale process. Here’s your 4-point checklist for choosing the right digital platform and key features to consider when searching for your best B2B digital wholesale solution.
.png)
Dive into the world of connected wholesale fashion with JOOR, the game-changer in the industry. From flexible order management to insightful data analytics, explore the three key ways JOOR propels connected wholesale growth.
%20(12)%20(1).png)
Explore essential tips for selecting the ideal Fashion ERP system for your brand. Learn key criteria, including scalability, integration, and cost considerations, to optimize your wholesale fashion business operations.
.avif)
.png)