Data as the Backbone of Better Customer Support
In today’s fast-moving eCommerce landscape, delivering great products is no longer enough—customers expect service that is quick, accurate, and highly personalized. According to statistics, 88% of consumers say the experience a company provides is as important as its products. This means customer service agents need more than communication skills; they need access to the right data at the right time.
The ability to view real-time information about an order—whether it’s shipping status, product details, or applied discounts—gives agents the tools to respond faster, resolve issues with confidence, and build stronger customer trust. In short, data is not just operational—it’s a competitive advantage.
CXBOX Commerce 2.0: A Smarter Way to See Order Information
CXBOX Commerce has always been designed to help businesses unify their customer service by integrating directly with Zendesk and leading marketplaces such as Amazon, Shopee, Lazada, Shopify, and TikTok. In its earlier version, agents could search for orders using an order ID and view details like a comprehensive delivery information and full list of purchases made. While this capability simplified support, the demand for more detailed visibility grew as eCommerce became more complex.
With the release of CXBOX Commerce 2.0, agents now have access to an even richer layer of order insights:
- Delivery Details Tab: Agents can see detailed delivery information directly from logistics providers—from seller shipping to factory or warehouse checkpoints. This helps support teams give accurate delivery updates without switching platforms.
- Comprehensive Order Lists: When customers purchase multiple items in a single order, agents can now view all products with full details, making it easier to resolve questions about specific items.
- Discount and Voucher Tracking: Applied discounts, vouchers, or promotions are now visible, giving agents full context when customers ask about price discrepancies or campaign-related purchases.
These enhancements give support teams a deeper understanding of every transaction, turning what was once fragmented data into actionable insights.
Delivering More Through Smarter Support
So, what does this mean for businesses and their agents? By combining the power of Zendesk’s customer service with CXBOX Commerce’s detailed order insights, agents are now equipped to deliver a level of service that goes beyond problem-solving—it creates lasting customer satisfaction.
- Faster Resolutions: Instead of logging into multiple marketplaces, agents access all details in Zendesk, cutting response times significantly.
- More Accurate Answers: From shipping updates to applied vouchers, agents give precise information the first time, reducing frustration and back-and-forth communication.
- Personalized Interactions: With full visibility into what customers purchased and how, agents can tailor responses and even suggest relevant follow-ups.
Imagine this scenario: A customer messages through Zendesk asking why their Lazada order hasn’t arrived. In the past, an agent would need to log into Lazada separately, search for the order, and check shipping updates. With CXBOX Commerce 2.0, the agent instantly sees delivery checkpoints, confirms the order is in transit, and explains the delay clearly—without ever leaving Zendesk. The customer gets a fast, accurate response, while the agent saves valuable time.
Ultimately, CXBOX Commerce 2.0 helps businesses turn everyday support interactions into opportunities to build trust and loyalty. By giving agents the tools to deliver more—faster, better, and with greater context—CXBOX ensures that customer service is not just reactive, but truly proactive.
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CXBOX was developed by Demeter ICT from Zendesk implementation experience.
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