Customer Journey Mapping: Shopify + Zendesk
What do customers do before they call or book? askotter reads Shopify and Zendesk together and answers it for your business, by text.
How does customer journey mapping with Shopify and Zendesk work for a small business?
askotter reads Shopify and Zendesk side by side so it can map the path customers take across your accounts. The whole path in one view, with every visit and decision point on it.
Read the full answerShow less
The owner asks follow-up questions by text.
- From Shopify
- Orders and revenue, Product performance, Customer profiles and segments.
- From Zendesk
- Ticket volume and resolution, CSAT scores, Agent performance.
- Status
- Zendesk is on the integration roadmap, so the matching described here starts when that connector ships.
- Not for
- Replacing Shopify or Zendesk. Both keep working exactly as they do now.
What do customers do before they call or book?
On paper the path is simple: someone sees an ad, visits the site and books. In real life they search twice, read reviews and come back days later on a different phone. Each tool sees only its own piece.
How askotter handles it
askotter reads Shopify and Zendesk side by side, so it can map the path customers take across your accounts.
A person checks the result before it reaches you. This is part of our conversion rate optimization work.
How Shopify and Zendesk records line up
Shopify and Zendesk both store the customer's email address. askotter lowercases and trims it on both sides before matching, so the same person shows up as one customer across the two tools.
Both tools can hold a phone number. Numbers are normalised to one international format before matching, which catches customers who never gave an email.
Shared between the two: the customer email address and the phone number.
What customer journey mapping uses from each
Customer journey mapping needs the order of events for one person.
From Shopify that means the customer's order history and first landing page. From Zendesk it means support contacts in the order they happened.
Zendesk is on the integration roadmap, so the matching described here starts when that connector ships.
What each tool sees on its ownShow less
Shopify on its own
Shopify sees the order and the landing page. It has no view of the ad impressions, emails or searches that came before that session.
Timing. Shopify writes each order the moment it is placed, including the landing page and referring site of the session that bought.
Access. Read-only access through the Shopify Admin API, approved from the store admin.
Zendesk on its own
Zendesk sees the complaint and how it was handled. It cannot see what the customer is worth or whether they bought again.
Timing. Zendesk timestamps every ticket, reply and status change.
Access. The Zendesk Support API with a read-only token.
Related guides
- Which Integrations Are Worth Connecting. An integration earns its place when it changes a decision. Most of them just move data from one screen you ignore to another.
- AI Assistants Are Getting Your Business Details Wrong. Someone asked ChatGPT when you close. It answered with confidence.
Services that use these connections
Other analyses: Shopify + Zendesk
Questions about Shopify + Zendesk
Do I need a developer to connect Shopify and Zendesk?
How is askotter's Customer Journey Mapping different from what Shopify shows on its own?
Shopify + Zendesk is coming soon
Talk to us about your timeline, and we will confirm the launch date before you commit.
Self-managed is $99/mo and scales with the compute you use. Our team runs it from $600/mo.