Case Study
Zest Desk + BigCommerce
Enhancing phone order efficiency and accuracy for support teams
Zest Desk is a SaaS platform designed to streamline phone ordering for BigCommerce merchants. By transforming manual, time-consuming processes into fast and flexible operations, it empowers support teams to handle orders with greater efficiency, accuracy, and adaptability.
We created Zest Desk to solve the real challenges BigCommerce merchants face every day: inefficient manual data entry, complicated mid-call order modifications, and frustrated customer service teams. Our solution accelerates order processing, minimizes errors, and ultimately delivers a better experience for both support staff and customers.
The Challenge
As a BigCommerce implementation partner, we noticed that phone ordering is a pain point for BigCommerce merchants, especially for B2B and high-volume brands.
Support teams were slowed by:
- Complex, multi-destination shipments are hard to manage within the native cart flow.
- Modifying orders mid-process by adding/removing recipients or items often requires restarting the order manually.
- Manual address entry leads to typos and delays.
- Large or B2B orders can overwhelm customer service teams without a streamlined workflow.
- Mistakes slow orders, cause friction, and frustrate customers.
Our Approach
We developed Zest Desk to solve a very specific challenge for BigCommerce merchants: the inefficiencies and frustrations of handling phone orders in real time. Customer service teams needed a faster, more flexible way to manage complex orders, especially those with multiple shipments, and mid-call edits.
Zest Desk reimagines the ordering experience by flipping the process, starting with shipment details and recipients, then building the order around them. It’s built to support large-volume phone orders, on-the-fly changes, and customer data visibility, all while integrating seamlessly with BigCommerce. Every feature was intentionally designed to streamline workflows, reduce errors, and empower support teams to serve customers more efficiently and accurately.
product variants migrated
historical orders migrated
The Business Impact of Zest Desk
1. Increased Operational Efficiency
Zest Desk streamlines the phone order process, turning a time-consuming, manual task into a smooth and intuitive experience. With editable shipments and smart order setup, businesses report improved order accuracy and call support productivity.
2. Fewer Errors, Lower Return Rates
Zest Desk helps prevent order errors with guided order creation and editable shipments. The result is fewer incorrect deliveries, reduced returns, and happier customers and customer service teams.
3. Fast Implementation, Immediate Value
With direct integration into BigCommerce, Zest Desk doesn’t require a complicated setup or long training period. Teams can start using the platform within hours, allowing businesses to realize value quickly and without disruption.
How Zest Desk Works
Experience the streamlined workflow designed specifically for phone orders.
Access Customer RecordsQuickly search and access customer information from your BigCommerce store.
Create Shipments FirstSet up shipment destinations before adding products for a more natural ordering flow.
Add Products to ShipmentsAssign products to specific shipments, making multi-destination orders easy to manage.
Make Real-time AdjustmentsAdd, remove, or modify shipments and products at any point in the ordering process.
Finalize and ProcessConvert your cart to an order and process payment through BigCommerce’s system.
