Root Cause Analysis: Shopify + Zendesk
Why did this number change? askotter reads Shopify and Zendesk together and answers it for your business, by text.
How does root cause analysis with Shopify and Zendesk work for a small business?
askotter reads Shopify and Zendesk side by side so it can test each explanation against your connected accounts and find the cause. A ranked list of likely causes, each with the evidence behind 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.
Why did this number change?
Bookings dropped 23%. The ad, the website and the weather all get blamed. Without your accounts side by side, it stays a guess.
How askotter handles it
askotter reads Shopify and Zendesk side by side, so it can test each explanation against your connected accounts and find the cause.
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 root cause analysis uses from each
Root cause analysis needs timestamps precise enough to put events in order.
From Shopify that means order timestamps, discount codes and refund dates. From Zendesk it means ticket tags and first-reply times around an incident.
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.
- The Marketing Metrics That Matter (and the Ones That Do Not). Most marketing reports are long because the numbers in them are weak. A useful report is short.
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 Root Cause Analysis 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.