Detailed project case study
Customer Service & 360-Degree Insight Platform
A joined-up support environment connecting Zendesk and Gorgias with Shopify and Amazon to give service teams clearer customer, order, fulfilment and interaction context.
Implemented integrated Zendesk and Gorgias support platforms connected to Shopify and Amazon, creating 360-degree customer visibility and improving service responsiveness.
The challenge
Customer service teams were working across disconnected screens and could not consistently see the order, delivery, return, marketplace or customer-history context behind an enquiry. Agents spent too much time investigating and handing work between teams.
What I delivered
- Introduced and configured Zendesk and Gorgias as integrated customer-support platforms.
- Connected Shopify and Amazon data to support workflows and customer records.
- Made order, fulfilment, return and interaction history available within the service journey.
- Improved reporting and operational dashboards around ticket handling and customer themes.
- Reduced disconnected hand-offs between service, ecommerce, fulfilment and operations.
- Aligned the platform design with a wider 360-degree view of the customer journey.
Technologies & methods
The delivery combined platform, integration, data and operating practices appropriate to the project boundary.
Business impact
- Improved ticket visibility and customer context.
- Supported faster resolution and fewer internal hand-offs.
- Improved insight into customer interactions across ecommerce and marketplace channels.
- Strengthened the customer experience and fulfilment transparency behind the wider EMEA growth strategy.
Why this project matters
This is the people-facing side of integration architecture. The systems were connected so the person handling a customer issue could reach the answer faster, with less friction for both the agent and the customer.