BigCommerce Knows How To Satisfy Their Customers

happy manI don’t know about you, but I’ve had some really shocking customer service experiences in the past.

It was enough to put me off the company, instead of becoming a raving fan of their product. Needless to say, I was not at all keen to recommend them to anyone that I know.

They say that customer service can make or break a company.

Unfortunately, with the amount of companies not focusing as much as they should with this side of their businesses – I’d imagine that a lot of companies would be breaking very soon. Yes that includes you S*********. It’s only a matter of time!

On the other side of the fence, I’ve had some incredible customer service in the past. One company that comes to mind is HostGator. These guys are so impressive.

HostGator is a hosting company based in America. They offer a service that many thousands of others offer with hardly any comparisons with the service. I’ve been with other companies in the past and I can say that the point of difference – or the unique selling proposition of HostGator is their customer service.

Now, there is another company out there that know what they’re on about. It’s a software company.

They have a state-of-the-art Ecommerce software platform. This whole site is dedicated to marketing them to you on just how good they are… They are of course, BigCommerce. And BigCommerce Customer Service is what we’re talking about today.

BigCommerce Customer Service – From The Horse’s Mouth

The folks over at BigCommerce have released some figures about their customer service which I find really impressive.

Basically in as little as 4 months they have taken their BigCommerce support satisfaction from 58% to 87%.

They have put the increase in performance and satisfaction to a number of things:

  • Doubled the size of our support team
  • Continued to focus heavily on hiring A players exclusively
  • Everyone and anyone in our support department operates on KPIs
  • Expanded the hours we’re available for support
  • Introduced live chat as another support option
  • Focused on keeping support tickets in a manageable state daily to achieve quicker time to resolution
  • Put in place internal SLAs to ensure we’re timely on our responses
  • Also expanded our remote support teams in Asia and Europe

So what does all this mean to you as a new BigCommerce customer?

Times When You Need BigCommerce Support

I don’t often practice what I preach. I would like to say that it’s best to read through the BigCommerce Knowledge Base and/or BigCommerce Forum, and do some troubleshooting before calling/submitting a ticket to support. But I sometimes go straight for the call. Guilty as charged!

The times when you need to talk to support will of course vary from person to person. I know a lot about building websites, so I can usually get around this myself. If you don’t have the experience, or if you just need a lending hand – BigCommerce Support can help you out with some of the following:

  • Advanced Customization to the design and functionality
  • 301 Redirects
  • Accounting Software
  • Affiliate Software
  • API’s
  • Checkout
  • Currency
  • Discount Rules
  • Disk Usage
  • Exporting
  • Error Messages
  • Login Issues
  • Products
  • Speed and Performance
  • Tax
  • Upgrading issues

Now I didn’t add everything here (it’s just a few of the common things) that BigCommerce support can help you out with. That’s because of the monster of the monster of a list it would be, and I’m not interested in putting you to sleep while reading bullet point after bullet point.

Having an 87% customer satisfaction rating – I’m sure they’ll be able to get through any question you throw their way.

How To Use BigCommerce Support

There are two ways to get in touch with BigCommerce Support.

1. By phoning: 1-888-699-8911
2. lodging a ticket

If you’re going down the path of lodging a ticket, you’ll need an valid BigCommerce account. Once you log into your account, you’ll be able to lodge your ticket.

List of Resources

There is a whole heap of support / helpful information out there about BigCommerce. I think I’ve done a pretty good job of talking about many of the features of BigCommerce here on this blog – and there’s a lot more things to come – including content dedicated to support.

There are also other resources that you can use if you come across a problem or two:

OK I’ll say it again just for good measure. I don’t usually go straight for a knowledge base when I need help. I like to either pick up a phone or submit a ticket.

But on the occasions that I have gone to the BigCommerce Knowledge Base or BigCommerce Forum – I have found the answer to my problem almost straight away.

Have you called or lodged a ticket with BigCommerce? What was your experience like?


  1. Frank Poliat-
    March 22, 2011 at 12:38 am

    I have the two week free trial. A bit of drilling and I found that chat is not working today (it does not say that on the chat page). I put in a ticket AND called AND emailed…..nothing, nada, zero, zilch.

    • March 23, 2011 at 3:20 am

      Hi Frank,

      That sounds pretty poor. Make sure you kick some ass when you do hear from them. Also sounds like you’ll be part of the 13% that’s un-satisfied.

      I hope that’s not put you off BigCommerce. They’re awesome overall :)