Welcome to the Overshare, where we talk with other startups and small companies who are breaking the mold and revolutionizing tired industries in unexpected ways. Each week, we’ll feature a different company and focus on a specific aspect of their operation that sets them apart from the pack.

“Neither snow nor rain nor heat nor gloom of night stays these couriers from the swift completion of their appointed rounds.” It’s the famous inscription on the top of the General Post Office building in New York. It speaks to the determination of US Postal workers and their willingness to get the job done, no matter what. But it doesn’t speak to never-ending lines at the post office, accidentally wrapping yourself in packing tape, the agonizing decision of what size box to buy and how to pack something weird-shaped or fragile, and the plenty of other frustrations that go along with shipping stuff.

Good thing Shyp is here to fill in. The SF-based startup handles all the annoying and confusing logistics of shipping and gets your packages into the capable hands that will deliver them to their destination. Send them a picture of what you need to ship, and they’ll figure out the packaging and come to your home or office to pick it up. You read that right—you never have to buy bubble wrap ever again (popping it is another story). They’ll also find the lowest price and the most efficient way to ship your package.

Shyp focuses relentlessly on listening to their community, which has become their secret weapon for improving on their service. Recently, they launched Shyp Returns, which allows their users to easily return online shopping purchases to some of their favorite stores with the touch of a button. We chatted with a few people from the Shyp team to hear more about how they tap the voice of their users to make their service work smarter and harder.

Shyp recently started partnering with some much-loved online retailers to offer a more seamless returns service. Where did the idea come from and how did it develop?
The idea for Shyp Returns came from our customers! Over the past year, we found that a growing percentage—over 15 percent—of our customers were using Shyp to return items they bought online. But the Shyp experience was not optimized for that. The customer still had to go through the motions of going through the retailer’s return process—finding and printing out a prepaid label, including it with their shipment, and tracking down the correct return address. So, we built a custom feature in the app to optimize the process and make it as quick and easy as possible.

Shyp is really easy to use in terms of user experience, but there’s a lot that can go wrong with logistics and a lot of ‘what if’ questions that can pop up. How do you ensure that customers are well informed?
The beauty of Shyp is in its simplicity—ship anything, anywhere, in just a couple of taps. We make sure our customers are as informed as they want to be about the process. To do so, we offer on-demand support and package tracking seven days a week, so we can answer any questions that may come up. Additionally, by keeping customer support in-house, we’re able to eradicate the time-consuming and daunting task of trying to get ahold of a shipping carrier for our customers; instead they come directly to us.

Shyp launched Returns this year, allowing for even more impulsive online shoppingShyp launched Returns this year, allowing for even more impulsive online shopping

You guys really embrace people and how they’re using Shyp to make their lives easier—how do you stay in tune with your community?
We have a wonderful in-house community team who keep a pulse on our community ‘round the clock. We greatly value both our customers and couriers equally, and it’s essential to stay in constant contact with them. We’re a user-driven company, so we focus on creating features and products that cater to their needs, like we did with Shyp Returns.

What’s the plan for scaling? That seems to always be the question-du-jour with on-demand services. Can you see Shyp working in the ‘burbs?
In its essence, Shyp is a logistics company. We’re transforming the world of urban logistics by reimagining the way the items we ship get from A to B. One of the many things that makes Shyp different is that our couriers are neighborhood-focused. This allows us to be as efficient as possible by ensuring that couriers are nearby the customers who request a pickup, which is how we maintain our 25-minute pickup time at scale. Will Shyp make its way to the suburbs? Absolutely. We’re excited for Shyp to be everywhere.

The people-centric attitude at Shyp doesn’t stop with the customer. How do Shyp Heroes play into company culture and how have they helped the company develop?
Shyp Heroes are one of our most cherished components of the Shyp culture. Without them, we wouldn’t be able to do what we do and provide our customers with such a wonderful experience each time they use the app. We carefully evaluate each candidate who applies to be a Shyp Hero to make sure they exemplify the same culture and values that the entire company does. We don’t view them as a workforce; they’re a part of the organization, just like every other employee.

If you could distill Shyp’s service and mission down to one word, what would it be?

More wild and in-depth startup secrets can be found on our Overshare series.

About Liz Furze

The gal who won't stop posting Beyoncé gifs in work-related chat rooms