--- title: Communication Best Practices description: We believe that great communication is the cornerstone of great operations. This comprehensive guide will help ensure that you're getting the absolute most out of your team here at ShipCalm. --- [Skip to content](https://help.shipcalm.com/en/knowledge-base/communication-best-practices#main-content) English Show submenu for translations [Customer portal](https://tickets.shipcalm.com/list?hsLang=en) ![shipcalm-logos\_all\_white-2.png\]](https://help.shipcalm.com/hs-fs/hubfs/shipcalm-logos_all_white-2.png?height=40&name=shipcalm-logos_all_white-2.png) Open main navigation Close main navigation - English Show submenu for translations - [Customer portal](https://tickets.shipcalm.com/list) - Go to shipcalm.com Go to shipcalm.com Hello. How can we help you? - There are no suggestions because the search field is empty. 1. [Knowledge Base](https://help.shipcalm.com/en/knowledge-base?hsLang=en) 2. [Getting Started](https://help.shipcalm.com/en/knowledge-base/getting-started?hsLang=en) # Communication Best Practices ## We believe that great communication is the cornerstone of great operations. This comprehensive guide will help ensure that you're getting the absolute most out of your team here at ShipCalm. ### Who should I work with? #### Dedicated Head of Operations Every customer at ShipCalm has a dedicated **Head of Ops.** These team members work with you to get the most out of your account. They are similar to an account manager but mainly focus on project-based needs and other strategic activities that are outside of daily inbound & outbound activities. Your **Head of Ops** can also be a great resource when you need to escalate issues. If you're unsure who the Head of Ops is for your account you can always send an email to [support@shipcalm.com](mailto:support@shipcalm.com) and we'll be sure to connect you. #### Dedicated Account Executive Along with your head of operations and your support team, you also have a dedicated **Account Executive** at ShipCalm. This is the person you likely worked with when during the sales/contracting process. Our account executives are focused on the growth of your business and making sure that your contract, terms, and pricing are all in alignment. #### Daily Support Teams While the Head of Ops is great for strategic items they are often working at a slower pace consulting with customers or debugging challenges. For day-to-day tactical requests, we have real-time support teams for each of the different lanes that we operate. You can always reach out to our general support, but if you'd like faster response times you can immediately route the inquiry to the correct team from the beginning. | **Team** | **Support Provided** | **Slack** | **Email** | | --- | --- | --- | --- | | General | If you're not sure exactly where a request should go, we recommend reaching out to our general support. They can help you to get it routed to the right team. | @support | [support@shipcalm.com](mailto:support@shipcalm.com) | | DTC Fulfillment | Focused on order administration and various activites to ensure your direct-to-consumer shipments get out as quickly as possible with the right information. | @dtc | [dtc@shipcalm.com](mailto:dtc@shipcalm.com) | | B2B Fulfillment | Oversee the more complicated order processing of FBA Replenishment, Big Box retail with compliance requirements and other B2B / Wholesale fulfillment needs | @b2b | [b2b@shipcalm.com](mailto:b2b@shipcalm.com) | | Assembly | The assembly team oversees our kitting & assembly jobs where we are building hundreds or even thousands of units at a time either for stock or for an order. | @assembly | [assembly@shipcalm.com](mailto:assembly@shipcalm.com) | | Inventory | This team focuses on supporting anything inventory related, specifically inventory investigations. | @inventory | [inventory@shipcalm.com](mailto:inventory@shipcalm.com) | | Receiving | All inbound receiving event activities including loading ASNs into the system, scheduling delivery appointments and checking on receiving status | @receiving | [receiving@shipcalm.com](mailto:receiving@shipcalm.com) | | Returns | Anything regarding customer returns that are being processed. | @returns | [returns@shipcalm.com](mailto:returns@shipcalm.com) | | Billing | This team will work with you on any questions about your invoice as well as any credit requests. | @billing | [billing@shipcalm.com](mailto:billing@shipcalm.com) | | Tech | Anything tech-related support needs such as order & inventory syncs, EDI needs or other critical technical issues. | @tech | [tech@shipcalm.com](mailto:tech@shipcalm.com) | ### How should I reach out to people? Sometimes it can be hard to know how the best communication strategy or which channel to communicate over.  The good news is that ShipCalm is accessible on a multitude of different platforms that make it easy for you to communicate the way that you like to communicate. #### Slack One of our preferred methods of communication is Slack.  If you're not familiar with Slack, we promise you'll love it.  Our preferred method of communicating over slack is via Slack Connect where we connect ShipCalm's Slack workspace with your workspace.  However, if you need to be added as a guest in our Slack instance we're open to that as well. **What does Slack work well for:** - Order administration & quick updates - Scheduling calls and meetings - Asking for quick help or support to understand how something works - Urgent modifications or critical situations **What does Slack NOT work well for:** - Trying to communicate about issues where two parties are not in agreement over slack.  When this happens we recommend picking up the phone or getting on a video call. - Complex topics that require consulting, multiple teams or thoughtful implementation.  When this happens we recommend scheduling a call with you Head of Ops or communicating over email.  Examples of this include: - Implementing new SOPs - Enabling new platforms like returns management or drop-shipping - Project management of large open-ended projects that require multiple status checks. Often time if our team identifies a topic as needed more follow up from potentially multiple team members they will create a QuickCalm™ ticket to support that request. #### Email Email is a great tool and is a default for any number of activities.  Sending an email ensures that you get closure on an item.  If an email to one of the teams outlined above can't immediately be resolved with our first response it ALWAYS becomes a QuickCalm™ ticket and will end up in your support portal defined below.  There is never an issue cc'ing your Head of Ops on emails to the teams above, but you certainly don't need to include them on emails to get a resolution. **What NOT to expect with email** - We ask that you refrain from just sending bulk emails to any email address you might have as this can drastically slow down response times because different team members believe the other team member is accountable. - Expect a same-day turnaround from any direct emails that are sent to team members directly and not to a support team.  Often our Head of Ops and other key team members will be in back-to-back meetings our out of the office leaving you frustrated that they're not getting back to you. #### Phone Calls & Scheduled Video Calls We believe that this is one of the most effective mediums to address complex issues or deal with challenges when there is a difference of opinion.  Please never hesitate to make a real-time call to our main phone line or a phone number in the signature field of our team members.  You should always be able to get ahold of a human on our main phone line, however calling a team member might result in going to their voicemail and it may take that team member 24 hours or more to get back to you.  If this is a critical pace issue ALWAY use the support team and the primary phone number of (760) 283-7307 ### Communication SLAs Depending on the ShipCalm platform that you are subscribed to there are different response time expectations.  Keep in mind that all of these are simply response times for communication and not resolution times for the issue that you're working on. | **Platform** | **Essentials** | **Managed** | **Pro** | **Legendary** | | --- | --- | --- | --- | --- | | Head of Ops™ Email SLA | 72 Hours | 24 Hours | 24 Hours | 24 Hours | | Head of Ops™ Phone SLA | 72 Hours | 24 Hours | 24 Hours | 24 Hours | | Global Support Slack SLA | 1 Hour | 1 Hour | 1 Hour | 1 Hour | | Global Support  Email SLA | 4 Hours | 4 Hours | 4 Hours | 4 Hours | \*\*All Response Time SLAs are based on ShipCalm's Normal Business Hours. ### QuickCalm™ - Support Ticketing System ShipCalm has a ticketing system that is used to keep track of all our open support tickets and ensure that they get fully resolved. Not every inquiry to our support team results in a ticket being created, but when there isn't an immediate response or the request is more of a project, our team will create a ticket to make sure it's routed to the correct team so that progress can be tracked. At any point, you can view your open support tickets by going to [https://tickets.shipcalm.com/](https://tickets.shipcalm.com/?hsLang=en) ### Nobody is getting back to me... what do I do? If you can't get a response from a specific support team, then it's great to escalate it to our general support for visibility or to call (760) 283-7307. Next, it's time to reach out to your **Head of Ops** so that they can help resolve the communication issues. Now you're starting to get frustrated because even that isn't working. It's time to contact your **Account Executive** to voice your frustration. One thing that makes ShipCalm unique is that it was founded by entrepreneurs who truly understand the stress and pressure of being a business owner in a business-critical situation and feeling stuck talking to the wrong people. With that in mind we believe that every customer should be able to have direct access to our CEO when nothing else is working and you're at a boiling point. With that in mind, here is our CEOs email and cell phone number.   **Greg Moser, CEO** Email: [greg@shipcalm.com](mailto:greg@shipcalm.com) Cell Phone: (760) 518-5314 - [Getting Started](https://help.shipcalm.com/en/knowledge-base/getting-started?hsLang=en) - [Order Management](https://help.shipcalm.com/en/knowledge-base/order-management?hsLang=en#main-content) - [Best Practices](https://help.shipcalm.com/en/knowledge-base/order-management?hsLang=en#best-practices) - [International Orders](https://help.shipcalm.com/en/knowledge-base/order-management?hsLang=en#international-orders) - [Parcel / Carrier Management](https://help.shipcalm.com/en/knowledge-base/order-management?hsLang=en#parcel-carrier-management) - [Inventory](https://help.shipcalm.com/en/knowledge-base/order-management?hsLang=en#inventory) - [Inbound Shipments](https://help.shipcalm.com/en/knowledge-base/inbound-shipments?hsLang=en) - [Inventory / Item Management](https://help.shipcalm.com/en/knowledge-base/inventory-item-management?hsLang=en) - [Technical](https://help.shipcalm.com/en/knowledge-base/technical?hsLang=en#main-content) - [Integrations](https://help.shipcalm.com/en/knowledge-base/technical?hsLang=en#integrations) - [Bring Your Own Parcel Carrier](https://help.shipcalm.com/en/knowledge-base/technical?hsLang=en#bring-your-own-parcel-carrier) - [Onboarding / Setup](https://help.shipcalm.com/en/knowledge-base/technical?hsLang=en#onboarding-setup) - [Shopify Configuration](https://help.shipcalm.com/en/knowledge-base/technical?hsLang=en#shopify-configuration) - [Policies & Pricing](https://help.shipcalm.com/en/knowledge-base/policies-pricing?hsLang=en#main-content) - [Service Level Agreements (SLAs)](https://help.shipcalm.com/en/knowledge-base/policies-pricing?hsLang=en#service-level-agreements-slas) - [Pricing](https://help.shipcalm.com/en/knowledge-base/policies-pricing?hsLang=en#pricing) - [General](https://help.shipcalm.com/en/knowledge-base/policies-pricing?hsLang=en#general) - [Returns Management](https://help.shipcalm.com/en/knowledge-base/returns-management?hsLang=en) [![ShipCalm](https://help.shipcalm.com/hs-fs/hubfs/HubspotBrandingLogo.png?width=300&height=100&name=HubspotBrandingLogo.png "ShipCalm")](http://shipcalm.com) Copyright © 2026, ShipCalm