Big Commerce is like having your own in-house support team at a fraction of the cost
June 13, 2019
Big Commerce is like having your own in-house support team at a fraction of the cost
Score 9 out of 10
Vetted Review
Verified User
Software Version
Pro
Overall Satisfaction with BigCommerce
BC is our e-commerce platform. Sales are made through BC from "stumble upon" visitors, prospects we target with AdWords and also is a convenient shopping platform for many of our current customers who prefer the ease of the website to their institutional purchasing systems. Our Sales Team uses BC to load up products, write descriptions, post blog articles and define the product mix. Customer service uses BC for order fulfillment and tracking as well as communicating with customers. Marketing uses BC to entice shoppers to buy and do business with us.
- Tech support is second to none. Strong native English speakers who are exceptionally patient and aware of what they can and cannot do. And even then, they try to help solve as many issues as they can.
- It's very easy and intuitive to use. When we were switched over from Magento I was dreading the change, but in retrospect, it was the best move we've made and we're very happy.
- Havent had to speak with billing in years because we've not had issues, but when we did, the experience was very unpleasant. The opposite of what tech support is.
- We're still on BluePrint so much of this might be our own doing for not upgrading to Stencil (yet) but the functionality and features are pretty limited. We hate the way the search is done with our theme. Customers stop me in the halls to say they can't find things. It really really sucks and I really don't care what version or theme you choose, no search feature should ever suck. We can't embed PDFs like WordPress sites do and that means either we leave off valuable tips for our customers explaining how to use a product (like the instruction manual) or we include all this into the product description and, really that is going to turn people off.
- Also - I HATE, HATE, HATE the way you spring password changes on people. It can happen in the middle of a hit storm. Who needs to suddenly be locked out of their control panel and have to think up a new password? BC seems to have no trouble running "ads" at the top of my control panel when I log in announcing everything on "your mind", why not at least put a countdown reminder there: "Your current password will be expiring in 10, 9, 8, etc. days" and give me the chance to redo it at my leisure?
- Sales via BC represent about 20% of our total revenue and it continues to grow each year.
- I can't calculate the ROI without knowing what I might be doing today had I chosen Shopify or WordPress instead, but BC has been and will remain a key to our growth strategy.
- I don't see BC as being especially helpful for increasing orders/transactions, total AOV, etc. The app marketplace or a rock solid AdWords account seems to be the way to go if you want to turn BC into a money-making monster.
$500,000 to $1 million
Very limited use of API. Small team and I handle all the BC work and integrations. Limited tech knowledge. Anything I can learn in a five minute YouTube video works.