As retailers gear up for the high season, a deep dive into their tech stack can be a daunting, additional task on a lengthy to-do list. But for digital-first businesses wanting to show up strong, the investment is worthwhile—especially when quick and powerful ways to uplevel customer experience are close at hand.
Powerful is the key word here. Like the perfect food-beverage pairing, linking a best-in-class ecommerce platform with a sophisticated CX solution is the best way digital-first retailers can reduce costs and drive revenue, delivering a top-tier customer experience through peak holidays and beyond.
The Zendesk and Shopify integration already united the best of all worlds, such as a complete customer history in one dashboard, order fulfillment status, real-time payment transactions, order details, and customer insights. The brand-new, elevated Shopify Premium for Zendesk integration helps retailers shine even brighter: merchants can now view real-time shipping and payment status, advanced order timelines, connect multiple storefronts into a single, unified view of customers’ orders, and more.
It enables busy agents and resource-strapped teams in the high season, and it supports a steady drumbeat of responsive, context-rich customer service for the rest of the year. Most importantly, a solid ecommerce-CX foundation supports all-important scalability for smaller businesses. Retailers with more mature CX operations are better prepared to handle whatever comes their way, according to the 2022 Zendesk CX Accelerator report—the writing is on the wall, and the time is now.
But don’t take our word for it. Here’s how this partnership proved a game-changer for these retailers’ ecommerce business.
Chupi: Tackling volume head-on
At Chupi, a Dublin-based jewelry company, customer service powered by Zendesk goes hand-in-hand with a robust ecommerce experience powered by Shopify. If customers are browsing the offerings, a chatbot stands by on all web pages to provide automated support or to help escalate to an agent if necessary. Frequently asked questions from the help center are fully integrated into the shopping experience for each product, heading off questions or concerns—like that all-important returns policy—before they even arise. If customers virtually try on a ring, the customer care team is available in a pinch for virtual consultations or post-consultation follow-up. And in this messaging-first new world of customer service, the customer care team can pull Instagram DMs into the same place as calls and emails—which may be initiated from anywhere within the ecommerce experience.
The company enjoyed a 300 percent increase in care-based sales: that’s one million euros on sales directly attributed to the customer care team.
The best part: since Chupi’s customer care team was able to track, nurture, and follow up with their potential sales leads wherever they were in their journey on the website, the company enjoyed a 300 percent increase in care-based sales: that’s one million euros on sales directly attributed to the customer care team.
Pair Eyewear: Implementing a scalable solution
After expanding into adult offerings from selling exclusively children’s frames, Pair Eyewear was looking for a CX platform that would grow with its growing business and growing demand. Their initial solution was fine when Pair was a smaller company. But it wasn’t keeping up with the volume and complexity of customer requests, the kind of experience Pair wanted to deliver for its growing customer base, or its growing agent count: the customer support team increased tenfold in just a year.
By building on a principle of automating for efficiency but not pushing customers away, the maturing team leaned on all of the best practices available with a mature CX solution: they deflect frequently asked questions via a chatbot, improved the quality of their phone support, and started building out their knowledge base. Their integrated, omnichannel solution powered by Zendesk has delivered a 25 percent month-over-month increase in business since they made the switch.
A more mature customer experience doesn’t have to mean a painful, lengthy transformation. With an integration-friendly CX platform and an ecommerce partner like Shopify, retailers have the runway to edge out their competition ASAP.