Superior Service, Pricing & Features: BigCommerce Is A Perfect Fit For Your E-Commerce Business
February 13, 2017
Superior Service, Pricing & Features: BigCommerce Is A Perfect Fit For Your E-Commerce Business
Score 10 out of 10
Vetted Review
Verified User
Software Version
Standard
Overall Satisfaction with BigCommerce
I'm a small business designer and owner, using BigCommerce as an e-commerce platform to sell the products I design and produce, which are scarves and accessories made of my art-printed custom organic fabrics. I'm the one who creates all the products, as well produce or procure all images and create the product information for my site. I chose BigCommerce after using 3 previous website set-ups; 1 custom-coded and 2 limited template sites. I ran a trial with a comepetitor concurrently, and BigCommerce was the clear winner; I was hooked. The platform made it so easy for me to quickly add or edit any items on the site. I love the look, control and immediacy of the platform, as well and the great customizing and features it has. Beyond that, their customer service was like none I'd had before, and every year I continue to appreciate the truly dedicated and helpful customer staff they have. I consider them my virtual team members.
Pros
- Superior Customer Service that I can access at all hours. Being a small biz designer, I'm often working on my site late at night, so love to still have access to really knowledgeable tech assistance at any time of that day, so I can get things fixed or figured out and continue my work.
- The ability to customize most of the templates to a high degree makes my artistic eye happy and is a big plus for me, as it gives the look of a customized website without the large expense of one. Loads of apps and plug-ins to extend custom functionality and features that suit your business. And if I want to customize my coding, I can do that too. Like that they have partner sites that know the BigCommerce coding and architecture, which saves them time, and thereby saves me money.
- Keeping my overhead low is very important to a small indie business, so I love the great plan levels and pricing of BigCommerce. Also love the fact that unlike some other popular template site competitors, BigCommerce gives you all the features for your monthly price, inclusive, without the practice of charging lots of "nickel & dime" extra and feature charges (as other business owners have told me they've experienced on other platforms).
Cons
- After working with Big Commerce teams, themes and changes for over 5 years, I'd honestly say that they are pretty responsive to any of the issues that might arise or exist. They have always been upfront and honest about the timing of how long a fix might take, and have always worked quickly to address the most important ones.
- The only issues I've had are small ones that I can usually get them to either address in a number of hours or a few days. Some that were a bit more unusual, I had been able to have a tech help me find an immediate workaround to address some issue. If it is a true technical issue, bug or glitch, they always issue a ticket immediately, and I've seen most every issue get taken care of quickly.
- I feel overall very happy with BigCommerce. For me, it does just what I want. And considering that technical issues are an inevitable part of having a site, for me - having a technically-savvy customer service team that is so responsive means the world to me. It makes the difference to feel I've always been taken care of when things don't go quite right or when issues arise. Truly appreciate that they don't have just a 'cookie-cutter' or call-center type of customer service department.
- The only exception I feel I could cite for improvement was the more recent roll-out of the new STENCIL theme from Pixel Union, which took a few months longer than I had hoped, and was confusing to both customer service reps and to customers. Also wanted to not have such a long wait to for the ability of customizations and more flexibility. Better planning for the beta-testing, various designs and final roll-outs might be in order for future theme upgrades.
- When I first switched to Big Commerce over 5 years ago, I did it to not have to wait for the custom coding to be done to make small changes or corrections to my site. I also badly needed to increase my SEO. BC worked on both fronts, and the SEO continues to improve as the themes also improve on that objective.
- I've recently changed to a new STENCIL theme, and immediately saw a jump in my ROI via sales from both gleaning new customers and appealing to my existing customers. As well, received great feedback on social media and via e-mail. Makes me even happier than I was before with Big Commerce.
- The ability to make changes on my site in just a matter of minutes, without the need to involve anyone else or to be charged extra for it makes it a dream fit for my bootstrap business model.
BigCommerce knows how to creat a win/win relationship with their customers. They beat the competition on price, focus on customer service, features, and functionality that blows their competition away. They don't play games; they don't waste my time. They have, and continue to always focus on helping me to succeed, instead of constantly asking me to help them to succeed. Which - in the long run, does exactly that, as well as makes me a huge fan and very loyal customer.
BigCommerce Feature Ratings
BigCommerce Support
| Pros | Cons |
|---|---|
Quick Resolution Good followup Knowledgeable team Problems get solved Kept well informed No escalation required Immediate help available Support understands my problem Support cares about my success | Slow Initial Response |
No - Not needed at the level of my small business. Like knowing it's available when my business grows.
Most recently, the circumstantial aspects of my switch to a new theme led to some highly unusual problems and issues. Instead of trying to put me off, dismiss me or make me feel that I was stuck on my own with the situation, EVERYONE, in all customer service departments that I spoke with, every step of the way, did their best to help me through it. They offered solutions, suggestions, work-arounds and assisted with working instructions to make sure I made it through all the issues on every step of the giant project I had understaken, as well as ironing out any of the glitches I had encountered. After working with them for years and as a solo entrepreneur, I've often considered them "My Team". Well, this time, the team customer service on this most recent large project went so far above and beyond, and I truly could not have done it without them. And it was always done with such a friendly, helpful, professional, yet light-hearted approach, without hestitation or arguement - they just HELPED ME. Each time I called (and I called a LOT) they looked at all the possible paths to help me navigate through to a successful finish. AMAZING. I am so grateful for the help on my project. To all on the BigCommerce support team, I send a big 'Thanks'!
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