Detailed project case study
Customer Service & 360-Degree Insight Platform
Integrated support platforms connecting service teams to ecommerce, marketplace, order and fulfilment context.
Rolled out Zendesk and Gorgias with Shopify and Amazon data, giving agents better order context and reducing the effort required to resolve customer queries.
Context
Service teams worked across disconnected screens and could not consistently see the order, delivery, return or customer history behind an enquiry.
My mandate
Rolled out Zendesk and Gorgias with Shopify and Amazon data, giving agents better order context and reducing the effort required to resolve customer queries.
Scope
- Multi-department
- Ecommerce & Fulfilment
- simplehuman
Selected technologies
Key decisions
- Introduced and configured Zendesk and Gorgias as integrated support platforms.
What the team delivered
- Connected Shopify and Amazon data to service workflows and customer records.
- Improved dashboards and reduced hand-offs between service, ecommerce and fulfilment teams.
Outcome
- Improved ticket visibility and customer context.
- Supported faster resolution with fewer internal hand-offs.
- Improved insight across ecommerce and marketplace interactions.
Evidence
Public details are limited to the operational record and outcomes that can be discussed safely. Supporting evidence is available in interview where appropriate.
What this demonstrates
This is the people-facing side of integration architecture: systems connected so the person handling an issue could reach the answer faster.