“We can really wrap Zendesk Support around our business instead of changing our business to wrap around Support,” Wilson said. Shopify also uses SurveyMonkey Create to collect Voice of the Customer data, as well as several other Zendesk-built apps including Time Tracking, Ticket Redaction, and Five Most Recent.
Integrations with Salesforce and Gainsight also help Sunstrum’s team gain efficiencies by helping to prevent churn and surface more CRM data to agents as they upsell and cross-sell.
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For example, Shopify uses the Twilio API to extend Zendesk Support into a custom-built call center, providing full visibility across voice and email tickets, which has enabled the team to focus on providing an ever-more effortless merchant experience. Zendesk’s extensive apps marketplace and flexible API were also key in helping Shopify to scale its support. “And I think everybody’s gotten past that and said it’s really the human experience coupled with a wonderful product experience that’s going to drive our merchant count up, and what’s going to have them stay and spend more with us.” “There was a time at Shopify where I think the leaders of the company really saw support as required because of failure of product-that a perfect product would mean there was no need for support,” Sunstrum said. It also shed a new light on the role the support team could play for the business. The end result benefitted everyone, as merchants no longer had to be transferred to another person or moved to another channel of support, depending on their question. As a result, the inside sales team moved into more of a sales coaching role, helping to identify optimum opportunities for cross-selling and upselling, and support team was enabled to handle both sales and support inquiries. Shortly after the team implemented Zendesk Support, leadership realized how frequently merchants asked sales and support questions during the same interaction. Over the longer term, this was one of-or perhaps the first of-many transformations at Shopify. Load times were no longer an issue and support leadership was now equipped with near real-time data. The team found Zendesk Support to be flexible and easy to use-and, importantly, fast. Within a single day, agents were up to speed.
“I’ve never seen, in my course of business, the amount of focus on relationships-and not just on relationships that have a selling tone, but really on customers as a community.”Įxpecting to spend a month rolling out Zendesk, support leaders flipped the ‘on’ switch and were pleasantly surprised. “We definitely see Zendesk as more than a piece of software,” added Roy Sunstrum, VP of Customer Support. “Zendesk was super helpful about giving us ideas, and then also connecting us with other companies that had gone through similar challenges,” Wilson said. Located outside of Silicon Valley, support leaders at Shopify were sometimes at a loss for knowing how other, like-minded companies handled periods of extreme growth, or how they might optimize their processes and tools. Everyone we interacted with was invested in our success.”Ĭhris Wilson, Director of Technical Support “The product was great, but the support that came with it was tremendous as well. “We fell in love with Zendesk from the get-go,” Wilson said. After hearing good things about Zendesk, the team decided to take a closer look. “Reporting was tough for us, and the tool impeded our ability to interact with merchants.”Īt the time, Shopify’s customer support team was using Assistly, which became, and latency issues forced agents to open 5 to 6 tickets at a time to help mitigate slow load times. “The tool we had was really slowing us down,” admitted Chris Wilson, Director of Technical Support. Yet during that first flood of new business, Shopify quickly realized its teams were struggling to onboard and support new merchants-in large part because the tools in place weren’t equipped for the deluge of new requests. Shopify has remained at the industry’s forefront by offering timely integrations with payment providers like Apple Pay and with emerging messaging platforms like Facebook Messenger, and by partnering with Amazon. The company, in the meantime, rapidly scaled to keep up with its customer base and has been busy outsizing expectations ever since. In fact, over the next four years, Shopify grew fast-from 20,000 merchants to more than 300,000.
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