I know that there is always a lot of push back when things are updated so I thought that I would identify only pertinent adjustments that would help us run our business better. Zendesk has been a great help to us and we rely on it quite heavily. That said, here are a few items that I would appreciate someone looking into:
We utilize the “Customer Notes” field in Shopify in every single customer service interaction to identify specific customers at first glance. The previous layout showed customer notes right under the customer’s name in Zendesk. Now we need to specifically click on “customer notes”, wait for the window to open to see if there are ANY notes at all. It would be better to see customer notes at first glance when reviewing a support ticket (as it was previously). At the very least, if there could be a red icon or some kind of notation that would alert the support agent if there are customer notes, that would be great. Having the customer notes section "hidden away" can result in missed customer notes and subsequently costly errors.
The old layout was very efficient and the updated layout that is being displayed today involves much more clicking and digging. We have been noticing that it’s taking longer to review Shopify order information within Zendesk, which is slows down support agent response time. While one of the goals of the new integration was to try and eliminate the need to move between Zendesk and Shopify, and we find that it is having the opposite effect.
An example is the list of Shopify orders listed in the sidebar doesn't show enough information. The customer service agent needs to click on the order number, then click on view order, and wait for the next page to load in order to view the contents of that order. The previous layout showed products listed, shipping option selection and a breakdown of the order. The new layout makes customer service more difficult in my opinion.
Let's say for example, a customer has placed 6 orders. The customer contacts us for support regarding a problem with the laptop he purchased. There's no way of knowing which order contains the laptop without having to click and open each order, waiting for the next page to load, looking at the list of products purchased in that order and if it's not the correct order, you need to go back to the main list of orders and click on the next one, and so on. This has really slowed us down in a big way.
Here is a screenshot of the old layout, showing what I explained in the paragraphs above:
Here is a screenshot of the new layout where you need to dig and search for order information. The customer in the screenshot below has a customer note but it's not displayed unless you click on "customer notes" and load the next screen:
I just wanted to point out the above problems we are having with the new integration to help support any refinement or updates you may make to the Shopify integration.
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