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Article 2 min read

Shopify x Zendesk: perfectly paired to help retailers connect with customers

See why this powerful partnership means big things for small ‘e-tailers’.

By Dan Levy, Staff Writer

Last updated November 2, 2023

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 and drink pairing, linking a best-in-class e-commerce 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 fulfilment 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 e-commerce 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’ e-commerce business.

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 expand 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 practice 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% month-on-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 e-commerce partner like Shopify, retailers have the runway to edge out their competition ASAP.

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