Extend Zendesk for
e-commerce operations.
Add order information, vouchers and after-sales notification tickets to the workspace your team already uses. CXBOX COMMERCE is a Zendesk Marketplace app built to extend your existing setup.
Fast deployment. No coding required.
Connect the platforms you sell on
Available capabilities depend on the connected platform and account configuration.
More capability.
In the workspace you know.
For brands, retailers and online sellers already using Zendesk, CXBOX COMMERCE adds practical tools for customer service before and after a purchase.
Build on your Zendesk investment
Add ready-made e-commerce capabilities through Zendesk Marketplace and keep your team in a familiar workspace.
Spend less time switching systems
Bring conversations, order details and customer-facing tools together so agents can respond with the right context.
Keep after-sales work visible
Turn customer cancellations and refund requests into Zendesk notification tickets your team can review and track.
From your stores to your Zendesk team
Customers shop or get in touch on your e-commerce platforms. CXBOX COMMERCE brings supported conversations and order data into Zendesk, where agents can respond, recommend products and follow up.
Extend the workflow with vouchers, customer order notes, reply controls and automatic cancellation or refund-request notification tickets.
Built for Zendesk.
Connected to your stores.
Bring customer conversations and order information from Shopee, Lazada, TikTok Shop, Shopify and Amazon into your Zendesk workspace.
Help teams serving multiple stores or platforms reduce repeated system switching and focus on customer requests.
Keep marketplace conversations in Zendesk
Receive and respond to inquiries from connected e-commerce platforms in real time within Zendesk.
Give agents a familiar place to communicate, with the order context they need to provide relevant, timely support.
Answer order questions with the right information
View the order ID, purchased items, payment information and delivery details while talking to the customer.
Spend less time searching separate systems and give agents the context to provide clearer answers.
From purchase support
to after-sales follow-up
Six additional capabilities help your team support purchase opportunities, keep replies consistent and track customer order events.
Support the next purchase
Send shop and discount vouchers
Send promotional offers directly to customers through the CXBOX COMMERCE custom app in Zendesk. Support follow-up purchases with less platform switching.
Read customer-provided order notes
View the notes buyers submitted when placing their orders, directly in Order History. Understand additional customer requirements before responding.
Keep replies consistent
and policy-aware
Prohibited keyword detection
Administrators configure prohibited terms to help agents avoid accidentally including restricted words in outbound customer replies and reduce potential marketplace policy violations.
Predefined automated replies
Use predefined automated messages as an alternative to AI-powered responses. Maintain timely engagement and consistent shop conversation performance.
Keep after-sales requests
visible and trackable
Real-time cancellation notifications
When a customer cancels an order, automatically create a notification ticket in Zendesk. Review the event and follow up through your existing ticket workflow.
Real-time refund request notifications
When a customer submits a refund request, automatically create a Zendesk notification ticket for your team to review, track and follow up.
Know the customer.
Recommend with context.
Bring together customer information from multiple touchpoints, including purchase history and behavior, to give agents a fuller view of the customer.
Combine that context with AI-powered product recommendations to support relevant upselling, cross-selling and follow-up offers inside Zendesk.
See how your recommendations perform
Review the performance of product recommendations and upselling activities with CXBOX COMMERCE analytics.
- Review conversion and product engagement metrics.
- Understand sales and revenue performance.
- Use the findings to refine your recommendations and assess return on investment.
Already using Zendesk?
See what your team can add.
Tell us which marketplaces you sell on and how your team handles customer and order requests. We will show how CXBOX COMMERCE can extend your workspace with fast deployment and no coding required.
Packages vary by business size and required capabilities.
