Match customers on Shopify-stored phone number as 2nd / backup unique identifier | Community
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Match customers on Shopify-stored phone number as 2nd / backup unique identifier

  • September 21, 2020
  • 3 replies
  • 0 views
L

In our initial testing of the Shopify EAP, we've noticed that customers who create a support ticket via SMS don't have their Shopify details appear in the sidebar, even if their number is stored in our Shopify / linked to a Shopify customer profile. 

To the extent that this isn't just a problem with our company's configuration, it would be great if the Shopify sidebar searched first by email address and second by phone number as the unique identifiers to retrieve Shopify customer profile // relevant order details. 

    3 replies

    David97
    • David97
    • September 21, 2020

    Hi Luke,

    Thank you for your feedback! We've had a couple of customers request this feature (matching first of email and then attempting phone numbers). I've added your feedback to the feature request and will look to get it added into the GA'd product or as a fast follower.

    Thanks,

    David Gillespie

    MAC11
    • MAC11
    • June 1, 2021

    Was there any new development on this topic? We use the Shopify integration and customers who reach out through phone will have their order profile populate. Customers who reach out through email will have their order profile populate as well. It would be great if the integration included both phone and email in Zendesk profile after a customer reaches out on one or the other channel. We have to merge phone number profiles into email profiles which is fine. Often times the lack of completeness in the Zendesk user profile leads to a poor customer experience as our agents work to solve multiple contacts from one customer who has reached out to us by phone and email. 

    David97
    • David97
    • June 4, 2021

    Hi @Mac,

    Thanks for reaching out and providing this feature request.

    I've added this to our feature backlog for the integration and will ask the team if this is possible.

    Cheers,

    David

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