Item: BigCommerce
Rating: 10
Author: Maureen Murphy

Overall Satisfaction with BigCommerce

Use Cases and Deployment Scope

New Knowledge Library publishes spiritual books by one author, Marshall Vian Summers. Big Commerce is behind our storefront.

Pros and Cons

Pros

Technical support is where I sing their praises. It is excellent. When I first started New Knowledge Library using Big Commerce, I had very little training. The tech support staff at Big Commerce was always there for me to get me up to speed.
Courteous, polite and knowledgeable. They have always spent whatever time it takes to problem solve. If an immediate solution was not obvious, they have always followed up in a timely manner.
Availability/response time, reliability. Knowing that within minutes I can get a tech support person to speak with me and one who knows what they are doing is incredibly stress-relieving. Response time is within minutes. Tech support at a publishing company we use regularly pales in comparison.

Cons

There is always a question asking this question after each phone call. I'm sure this approach catches anything that might need to be tweaked. Personally, I have no "cons" to report, but I know that if I did, they would respond to it quickly and follow up.

Return on Investment

We are more interested as an organization in getting our message out there and less focused on the money end of it. We need to meet certain expenses obviously, but our objective is probably not the average focus for an organization. The reports I am able to pull each month help us strategize on which areas are more receptive to our customers and would be best emphasized in our advertising in other online media sources.

Approximate Annual eCommerce Revenue

$20,000 to $100,000

Big Commerce has been able to meet all our needs as we have grown over the years. As I have previously stated, they consistently provide excellent tech support that is timely, dependable, courteous, and knowledgeable. I wish I could clone them in other areas of my online interactions with other companies I have to interact with.

BigCommerce Customization

We haven't taken advantage of this feature but plan to look into it in the future.

Alternatives Considered

I've covered this in previous comments.

Likelihood to Recommend

My most recent interaction involved my response to new tax laws in Colorado. I did not know how best to up the NKL store to meet these new requirements. In my mind this task seemed quite complex, however, a tech person was able to assist me. He explained to me that I didn't need to input every zip code into the system but could use an asterisk behind the first 3 numbers. He made what I thought was going to be complex and time consuming into something that was quite simple. There is also a Plan B with Avalara when we need to upgrade when our sales reach a Nexus point. That is comforting and stress-relieving.

BigCommerce Feature Ratings

Comments

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Big Commerce: The "U" in Customer Support!

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