BigCommerce Zendesk Integration: A Beginner Guide

Understanding the integration between BigCommerce and Zendesk is a game-changer for beginners aiming to streamline customer service. This guide illuminates the key steps and benefits of connecting these multiple platforms, creating a better customer experience and customer satisfaction for your online business.

What is Zendesk?

Zendesk is a cloud-based customer service platform that provides tools for businesses to manage customer support, interactions, and engagement. It offers products to help companies improve their customer service operations, including ticketing systems, live chat, knowledge base management, customer feedback collection, and analytics.

Zendesk allows businesses to centralize customer inquiries from various channels such as email, phone, chat, social media, and website forms into a single interface, making it easier for support teams to manage and respond to customer queries efficiently. The platform is customizable and scalable, catering to businesses of all sizes across different industries.

How to integrate BigCommerce with Zendesk?

BigCommerce and Zendesk work together using a plugin called BigCommerce by agnoStack for Zendesk. This plugin ensures that the connection between them is safe and smooth.

The guide for this integration is split into two main sections. The first part is about setting up and linking BigCommerce with the plugin. The second part is all about configuring and activating the integration.

Stage 1: Integration

Step 1: Sign up or Log in to your Zendesk

To kickstart the integration process, navigate to Zendesk and log in to your existing account. If you don’t have an account yet, you must sign up for one.

Step 2: Install the Plugin

Once you’re logged in, head over to the Zendesk Marketplace. Here, you can have access to the existing customer search for “BigCommerce by agnoStack.” You’ll find the plugin listed there. 

Step 3: Select Your Account

Click on the Install button to proceed.

After clicking Install, you’ll be prompted to “Select the account to install this app.” Choose your Zendesk domain from the options provided. Click on Install to initiate the download process.

Step 4: OAuth in Settings

Upon completion of the installation, you’ll be directed to the powerful app settings page in your Zendesk dashboard. Here, you’ll need to fill in some variation details of support apps. Among these, the most crucial is the OAuth Authentication field. 

This is where you’ll paste your BigCommerce store code.

Step 5: Obtaining BigCommerce Store Code

In a separate window, immediately access your BigCommerce admin panel. Look at the URL in the admin panel, where you’ll find the BigCommerce store code nestled between “store-” and “.myBigCommerce.com.” Copy this code.

Step 6: Paste the Store Code

Head back to Zendesk and paste the store code into the OAuth authentication field. Then, click the “Sign in with BigCommerce by agnoStack” link below the field.

Step 7: Confirming Access

Upon clicking this link, you’ll be redirected to a confirmation page. Here, the plugin will request access to your BigCommerce store. Click on confirm to grant access.

Step 8: Click on Install

Once you’ve filled in all the necessary fields, including the OAuth authentication, click on the Install button below the OAuth field to finalize the installation process.

By following these steps diligently, you’ll successfully integrate Zendesk with BigCommerce, paving the way for enhanced customer support capabilities for your business.

Stage 2: Configuration and Activation

After successfully installing the Zendesk plugin for your BigCommerce store, the next crucial step is configuring and activating the integration. Below is a detailed guide to walk you through this process seamlessly.

Step 1: Setup Your Account

Once the installation is complete, you’ll be directed to the admin section. To configure the integration, locate the settings icon on the right side of the Triangular logo of agnoStack on the left side. Click on it to proceed.

Step 2: Select a Subscription

Within the “Setup your account” section, you’ll find the “Subscription” switch tabs. Click on it to access subscription options. Here, you’ll encounter three subscription tiers from which to choose. Select the one that best fits your business needs.

Step 3: Add-Ons

With your subscription selected, explore the “Add-ons” section. Here, you’ll find a comprehensive list of additional features for Zendesk. These include Watchlists, multi-configuration, package reminders, and more. Choose and purchase any add-ons that align with your requirements.

Step 4: Activating the Configuration

Once you’ve completed the necessary steps and selected your desired subscriptions and add-ons, you’ll receive a confirmation screen to activate the configuration. This screen will summarize all the subscriptions and add-ons you’ve chosen. Review sign of the order customer details carefully, then proceed to complete the transaction.

Upon completing the transaction, your configuration will be successfully activated, and your Zendesk integration with BigCommerce will be ready. This streamlined process ensures that your customer support operations are optimized for efficiency and effectiveness, helping you provide top-notch service to your BigCommerce customer(s).

Features of BigCommerce Zendesk integration

Here’s a write-up on the features of Zendesk and BigCommerce Integration:

Automatic Customer and Order Data Transfer

One of the key features is the automatic transfer of customer and average order data between BigCommerce and Zendesk. This means that when someone orders on your BigCommerce store, their tracking information details, like name, email, and order update customer details, are automatically sent to Zendesk. 

This way, your customer support team in Zendesk can quickly access all the necessary details without manually transferring the data.

Order Status Updates in Zendesk

Another helpful feature is that whenever there is a customer change in the status of an order in your BigCommerce store, such as when an order is shipped or delivered, the corresponding support ticket in Zendesk is automatically updated to customers. 

This ensures that your customer support agents always have the latest contextual information details about the order status, making it easier to keep formal and new customers informed.

Customizable Ticket Fields

The integration allows customers to customize the fields in Zendesk tickets to display specific information from BigCommerce orders or add customer profiles. For example, you can set up a field in Zendesk tickets to show the order number, shipping and shipment information about the address, or any other relevant customer details from BigCommerce. 

This flexibility in the shipping methods helps your support team have all the necessary information without switching between multiple systems.

Streamlined Customer Support

Overall, the integration between Zendesk and BigCommerce streamlines the customer support process by providing a seamless flow of contextual information between the two payment platforms. Your support team in Zendesk can efficiently handle inquiries related to orders placed on your BigCommerce store, as they have access to all the relevant data in one place.

Easy Setup and Configuration

Setting up the integration is relatively straightforward, and once it’s configured, the data transfer and synchronization happen automatically. This saves your team time and effort, allowing them to focus on providing excellent customer support instead of manually transferring data between different systems.

By integrating Zendesk and BigCommerce, businesses can ensure a smooth and efficient customer support experience, increasing customer satisfaction and loyalty.

Costs of BigCommerce Zendesk integration

BigCommerce Subscription Cost

Zendesk Subscription Cost

BigCommerce Zendesk integrations Plugin Subscription Cost

Benefits of BigCommerce Zendesk integration

Enhanced Customer Service and Satisfaction

The integration between BigCommerce and Zendesk helps businesses provide better customer service. When customer support agents have direct access to customer information and present Order payment history from BigCommerce within Zendesk, they can assist customers more efficiently and in a personalized manner. 

For example, suppose a customer contacts support with a question about an existing order. In that case, the agent can quickly look up the order and customer details in BigCommerce and respond accordingly. This improved customer experience can lead to increased customer satisfaction and loyalty.

Boosted Productivity and Time Savings

By integrating BigCommerce and Zendesk, businesses can save time and boost productivity. Support agents no longer need to switch between different applications to view customer and order details. This streamlined process allows them to respond to more inquiries quickly, reducing their workload. Businesses must constantly navigate between systems to handle more support requests without hiring additional staff.

Better Data Management Process

The integration helps minimize errors and duplicate customer and order data records. This can lead to improved reporting and analysis within the business. With integrated data, companies can monitor past orders, identify customer query patterns, and evaluate their support team’s performance. This insight can facilitate better decision-making and enhance overall productivity.

Flexible and Tailored Process Management

BigCommerce Zendesk integration allows businesses to customize their ticketing and workflow processes according to their specific requirements. This flexibility lets companies record and track only the data essential for excellent customer service without needing third-party integration services.

Effortless Order Status Updates

With the integration, customers can easily track their orders without any hassle. Order status updates are instantly reflected in Zendesk, allowing support agents to provide real-time data or information to customers. 

When customers contact support inquiring about their order status, agents can quickly look up the order details in BigCommerce and provide accurate updates. This seamless order tracking can improve customer satisfaction and reduce the number of support requests related to order status inquiries.

By leveraging the BigCommerce Zendesk integration, businesses can streamline their customer support operations, enhance efficiency, and ultimately deliver a superior customer experience, increasing customer loyalty and growth.

In conclusion

Integrating BigCommerce with Zendesk offers businesses a seamless solution to optimize customer support operations. By following the step-by-step guide and leveraging the powerful features of this integration, companies can enhance customer satisfaction, streamline workflows, and make data-driven decisions to drive growth. 

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