Zendesk eCommerce By agnoStack
Zendesk eCommerce by agnoStack
eCommerce retailers needs a customer support platform to provide an exceptional post-purchase experiences to your customers, and many turn to Zendesk as the industry's leading conversational support platform. agnoStack adds native Zendesk support for eCommerce allowing real-time access to shipping and payment status, order and customer details, and to initiate actions such as modifying, refunding, cancelling or creating orders without ever leaving Zendesk.
But while everyone talks about the historic pace of eCommerce growth, there lies enormous opportunity in the inextricably linked, and even more staggering growth, of customer service requests, returns to process and refunds to issue. These can be a true differentiator for a brand's customer experience vs. your competitors and drive incredible repeat loyal purchasers.
agnoStack provides a unified eCommerce support experience directly in Zendesk (one of the Top Zendesk Apps) across all major Commerce platforms including BigCommerce, Adobe Commerce/Magento 1 and 2, WooCommerce, Elastic Path. We've also just launched Zendesk's Shopify Premium integration - and the next phase will include developing a Salesforce Commerce Cloud connector to expand to support larger enterprise brands. By providing customer agents a unified experience independent of your integrated eCommerce providers, your eCommerce business can:
- Eliminate the “swivel chair” by having comprehensive access to your eCommerce providers directly in Zendesk
- Save the hassle of searching for Zendesk eCommerce connectors and retraining agents to learn new support interfaces
- Save thousands of dollars by avoiding the creation of custom eCommerce connectors
- Migrate eCommerce platforms while maintaining a consistent customer service solution
Customer experience doesn’t stop at checkout!
Online sales are growing at a faster pace than ever, and brands have finally begun to truly embrace a customer-first approach. Consumers are more willing to buy new products via new channels and are taking chances to try new brands at unprecedented rates. And, whether it’s the Shark Tank effect, Shopify’s ease of getting started, or just a rise in entrepreneurial spirit, more people are starting more companies today than ever in the history of the world.
Last year, eCommerce sales saw a staggering 44% plus increase. Surprisingly, that surge is being led today by the SMB and mid-market, not the enterprise space - as it had been for the first 15+ years of online sales. These emerging/hyper-growth brands have overtaken large enterprise retailers in terms of their contribution toward total growth.
Agents supporting these online retailers spend most of their day playing “swivel chair” between eCommerce, customer support, shipping, payment and loyalty platforms. The explosion of online sales is being compounded by a nearly 1.5x rise in return rates. This combined hyper-growth of sales with the exponential number of post-purchase inquiries (along with crippling post-COVID labor shortages) has created the perfect storm of opportunity.
Coming up with (and producing) an incredible product, and developing an amazing online store, is only half the battle. Consumers will only remain loyal to a brand that treats what happens after their purchase as equally important to what happens before. The need for an intuitive, highly scalable, post purchase experience solution remains glaring. And AI/bots are simply not the answer - great HUMAN connections matter more than ever.
agnoStack + Zendesk = Simplified eCommerce Support
Choosing a Zendesk eCommerce connector is difficult with the variety of connectors available, and many may turn to the pre-built connectors built by Zendesk for eCommerce stores like Shopify and Magento. While these connectors provide a good basic level integration, setup may be complicated and common tasks such as searching for orders or modifying shipping addresses are often absent, leaving your agents still in the “swivel chair” between eCommerce, customer support, shipping, payment and loyalty platforms. Additionally, if your business is running multiple eCommerce providers or is migrating eCommerce providers, your customer agents will have to learn and operate entirely different Zendesk eCommerce connector interfaces.agnoStack provides a unified experience directly in Zendesk across all major eCommerce platforms for the mid-market (BigCommerce, Magento 1 and 2, WooCommerce, Elastic Path). We've also just launched Zendesk's Shopify Premium integration - and the next phase will include developing a Salesforce Commerce Cloud connector to expand to support larger enterprise brands. By providing customer agents a unified experience independent of your integrated eCommerce providers, your business can:
Providing personalized support can be difficult as businesses grow and support agents service more tickets. Typically, agents find additional integrations such as a macros and reminders integration to save personalized, dynamic responses and manage upcoming tasks. The agnoStack plugin comes with our Advanced Macros and Reminders features in our Premium and Enterprise Tiers, respectively, and are also available as Add-Ons. Advanced Macros allow agents to create and save personalized responses with dynamic placeholders including data directly from your Commerce, Shipping and Payment platforms. Reminders are unique to each agent's account and allow an agent to set a date, time, priority and description to ensure you never forget to back to a customer. When a deadline for a Reminder is due, you will receive a notification within the agnoStack plugin to remember to follow up.
