What is Freshdesk?

Freshdesk is a customer support software (B2B) to help businesses manage their customer service operations. It can be used to handle inquiries, tickets, and communication across multiple channels. An example of an inquiry is "I would like a refund" or "I would like to return this item".

Who uses Freshdesk?

Customer enquiries or requests are converted into support tickets for customer support agents to handle, collaborate, and resolve within Freshdesk.

To streamline and enhance customer support productivity

Thereby allowing support agents to access customer data, order information, and support interactions all in one place.

Why do customer support agents use the Freshdesk Shopify integration?

By having customer and order information readily available within Freshdesk, agents can handle support requests more efficiently. They can quickly access relevant data, respond to inquiries faster, and minimize the time spent on searching for information across different systems.

How do customer support agents use the integration?

Every time a customer reaches out to a support team, a Freshdesk ticket is created and assigned to an agent.

For example: Emily reaches out to Crazy Cupcakes asking where her order is.
Once she reaches out via their website, a support ticket is created.

This support ticket is then assigned to an agent who immediately responds.

Once the support agent gets the order details from the customer, the agent opens the Shopify integration to get the tracking details. The agent then replies to the customer.

And the cycle repeats for every customer inquiry.

We sent out surveys and questionnaires to our users (qualitative research) to understand in detail how they'd like the integration to be improved and what problems they were facing.

"How would you like to improve the integration?"

"What kind of queries do your customer support agents get?"

Other CRM - Ecommerce integrations were compared, and each of them had their pros and cons which were listed. (not shown to comply with the company's policy)

The tracking information was scrapped from the roadmap due to engineering constraints.

Sole Product Designer (Me), PM, Engineering Squad

I reused components that already existed in the design system, save for one mini button. This mini button was reviewed by the design, engineering and product team and then added to the design system.

Before & After

The Shopify widget - deep diving into the changes

The Shopify widget - deep diving into the changes

The old Refund and Cancel flow and why it didn't work

The designed Cancel flow (in a slider)

The designed Refund flow (in a slider)

A shipping information slider