Shopify + Zoom Contact Center – Integration Accelerator

The key to reducing CX/EX friction and unlocking loyalty is data. And whilst businesses typically have lots of data, it’s often fragmented or siloed, meaning the people who truly need the data don’t have access to it. That’s where system integration comes in, bridging the gaps between systems and workflows, and placing the right data and context in the hands of those who need it.

But system integration is often needlessly over-complicated (and very expensive), so our approach is to keep it simple, and deliver meaningful outcomes quickly. In fact, we believe so strongly in making system integration simpler, we design and build open-source accelerators for the popular platforms in each industry vertical.

Introducing our Shopify & Zoom Contact Center integration accelerator

We’re very pleased to announce the launch of our Shopify & Zoom Contact Center accelerator, which provides Zoom Contact Center users with a quick and easy way to securely access Shopify customer and order data, enabling personalised customer experience, self-serve/contact deflection, and advisor efficiency across all contact channels.

This easy-to-use connector takes just 30 minutes to set up and provides instant and secure access to your customer’s details when they start a call or chat with your Zoom Contact Center advisors.

What does it enable you to do?

Once installed, our Shopify & Zoom Contact Center accelerator provides clients with the ability to implement multiple customised CX use cases, such as…

Personalised Routing

By understanding who the customer is when a call or chat conversation arrives, you can ask Zoom Contact Center to route them differently. This could for example provide priority routing for high value customers.

Identity & Verification (Automation)

Using customer data from your Shopify instance enables you to create automated journeys in Zoom Contact Center, such as building a chat flow flow to identify and verify customers before you hand them to an advisor.

Order & Delivery Tracking (Automation)

You could use your Shopify orders data points to provide automated responses via voice and chat. Once the customer has been identified, provide live information on the status of their order, its whereabouts, and the ETA.

Improved Advisor Context

The advisor also receives additional context in Zoom Contact Center, using the information from Shopify, enabling your advisors to answer queries faster, improving first contact resolution, and building relationships that last.

(We’re sure that you can think of many more smart use cases, to help remove friction and reduce effort in your customer experience!)

Which Shopify data can the integration access?

Our integration accelerator enables Zoom to access a variety of data points in Shopify. Examples include:

• Customer Name, Phone, Email

• Customer Orders Count

• Customer Last Order ID

• Customer Notes & Tags

• Customer Lifetime Spend

• Order ID & Number

• Order Status & Payment Status

• Order Shipping Address

• Order Price

• Order Notes

The data can then be used to build personalised and automated flows in Zoom Contact Center, helping you to remove friction, reduce customer effort, and build relationships that last.

And best of all, we've open-sourced this accelerator, so Shopify and Zoom users can install it completely free of charge.

Have at it!