I Contacted BigCommerce Customer Support in 2023: Here's How It Went
Posted: Wed Feb 12, 2025 10:33 am
As an experience researcher and writer on e-commerce platforms, I have interacted with many customer support teams over the years.
Today, I'm focusing my attention on BigCommerce customer support.
Quick verdict:
Here are my simplified thoughts on BigCommerce customer support:
Phone support: poor
Email support: Adequate
Live chat support: excellent
Online community: excellent
Documentation: excellent
Contact BigCommerce Customer Support
In this article,
Quick verdict:
BigCommerce Channels that let you contact them directly
My Overall Experience and Final Verdict BigCommerce Customer Support
Switch
BigCommerce is a giant in the ecommerce platform industry, Fantuan Data so they should have excellent support channels and online resources. The problem with many customer support reviews is that the writer tends to skip actually contacting the support team.
I don't. I plan to try out all of BigCommerce's customer support channels. I'll call them, email them, and use live chat to see how they respond. Then I'll report back and cover everything in this review, such as:
What support channels are available?
How long does it take them to respond?
Am I talking to a BigCommerce expert, or some hired hand with a script?
Do they provide informed answers to some of the tricky questions I throw their way?
This way, you know if BigCommerce will pass when you have trouble adding coupons to your online store or when you experience customer payment issues.
Customer support is the backbone of any service-oriented business, and it’s especially important in a dynamic and fast-paced industry like ecommerce. That’s why you deserve a real review of the BigCommerce customer support team, not just a rehashed blog post that copies from the BigCommerce website where 24/7 support is available.
Let's get started:
Go to the top
BigCommerce Channels that let you contact them directly
I think of “direct” customer support channels as the phone numbers, email addresses, and chat boxes of the world. They are available for store owners to send a message to and get a response from someone. That someone , however, tends to be the difference between whether “direct” customer support is actually good for anything.
Nowadays, when using direct customer support channels, you may encounter various “agents”:
A knowledgeable person who knows about the product and the company they work for
An outsourced person who either reads from a script or uses a bot to help them answer responses; these people are often located far from the company you are contacting and have limited knowledge of the brand
Robot, AI, a canned report or record with surface data about the company and products and limited ability to help with anything outside of its database or script
A help center masquerading as a contact page where they tell you to type something in but then force you to go through documentation (instead of talking to a person)
As you might have guessed, they are ranked by need. As we contact and review BigCommerce's customer support channels, we'll hope for the best (conscious human interaction) and expect the worst (being forced into an endless pit of help center articles).
With that said, here's what BigCommerce offers as its direct customer support channels:
Phone: 24/7
Coordinator: Ivana Durgarian email: 24/7 (but response takes much longer than other options)
Live chat: 24/7
BigCommerce customer support channels
Go to the top
Great, but is it easy to get to these channels?
Does BigCommerce take you directly to their phone, email, and live chat options, or do they use the recently common (and annoying) tactic of asking you to enter a question and then sending you to documentation?
I was initially disappointed. The first thing I saw on the BigCommerce Contact page was a box to ask a question along with… you guessed it… related documentation. So it definitely tries to get users to solve their own problems, but that’s not the whole story.
By the way: This type of “customer support” is so common these days because it’s a way for companies to cut costs (at the expense of quality customer support). The idea is that if they can get customers to find their own answers, that’s less money and time spent on support reps.
Companies like Wix actually force users to go through several questions and documentation before reaching customer support channels. Bigcommere, on the other hand, simply places its direct support buttons right below the Help Center search bar.
Although it's a little tricky to find, it's not that bad. Just scroll to the bottom of the page.
But that’s only when using the “Contact Us” page on the main BigCommerce website. What if you need support while working with your dashboard? Well, the channels are even easier there
Today, I'm focusing my attention on BigCommerce customer support.
Quick verdict:
Here are my simplified thoughts on BigCommerce customer support:
Phone support: poor
Email support: Adequate
Live chat support: excellent
Online community: excellent
Documentation: excellent
Contact BigCommerce Customer Support
In this article,
Quick verdict:
BigCommerce Channels that let you contact them directly
My Overall Experience and Final Verdict BigCommerce Customer Support
Switch
BigCommerce is a giant in the ecommerce platform industry, Fantuan Data so they should have excellent support channels and online resources. The problem with many customer support reviews is that the writer tends to skip actually contacting the support team.
I don't. I plan to try out all of BigCommerce's customer support channels. I'll call them, email them, and use live chat to see how they respond. Then I'll report back and cover everything in this review, such as:
What support channels are available?
How long does it take them to respond?
Am I talking to a BigCommerce expert, or some hired hand with a script?
Do they provide informed answers to some of the tricky questions I throw their way?
This way, you know if BigCommerce will pass when you have trouble adding coupons to your online store or when you experience customer payment issues.
Customer support is the backbone of any service-oriented business, and it’s especially important in a dynamic and fast-paced industry like ecommerce. That’s why you deserve a real review of the BigCommerce customer support team, not just a rehashed blog post that copies from the BigCommerce website where 24/7 support is available.
Let's get started:
Go to the top
BigCommerce Channels that let you contact them directly
I think of “direct” customer support channels as the phone numbers, email addresses, and chat boxes of the world. They are available for store owners to send a message to and get a response from someone. That someone , however, tends to be the difference between whether “direct” customer support is actually good for anything.
Nowadays, when using direct customer support channels, you may encounter various “agents”:
A knowledgeable person who knows about the product and the company they work for
An outsourced person who either reads from a script or uses a bot to help them answer responses; these people are often located far from the company you are contacting and have limited knowledge of the brand
Robot, AI, a canned report or record with surface data about the company and products and limited ability to help with anything outside of its database or script
A help center masquerading as a contact page where they tell you to type something in but then force you to go through documentation (instead of talking to a person)
As you might have guessed, they are ranked by need. As we contact and review BigCommerce's customer support channels, we'll hope for the best (conscious human interaction) and expect the worst (being forced into an endless pit of help center articles).
With that said, here's what BigCommerce offers as its direct customer support channels:
Phone: 24/7
Coordinator: Ivana Durgarian email: 24/7 (but response takes much longer than other options)
Live chat: 24/7
BigCommerce customer support channels
Go to the top
Great, but is it easy to get to these channels?
Does BigCommerce take you directly to their phone, email, and live chat options, or do they use the recently common (and annoying) tactic of asking you to enter a question and then sending you to documentation?
I was initially disappointed. The first thing I saw on the BigCommerce Contact page was a box to ask a question along with… you guessed it… related documentation. So it definitely tries to get users to solve their own problems, but that’s not the whole story.
By the way: This type of “customer support” is so common these days because it’s a way for companies to cut costs (at the expense of quality customer support). The idea is that if they can get customers to find their own answers, that’s less money and time spent on support reps.
Companies like Wix actually force users to go through several questions and documentation before reaching customer support channels. Bigcommere, on the other hand, simply places its direct support buttons right below the Help Center search bar.
Although it's a little tricky to find, it's not that bad. Just scroll to the bottom of the page.
But that’s only when using the “Contact Us” page on the main BigCommerce website. What if you need support while working with your dashboard? Well, the channels are even easier there