WooCommerce & Help Scout

Case Study: On-line Magazine – WooCommerce & Help Scout: Integration Built for Scale

The Client

A leading platform in personalized magazine creation based in Europe, offering customers a way to turn memories into professionally printed, custom magazines. Behind the scenes, their business relies on a multi-step production and fulfillment process—and their support team plays a key role in keeping things running smoothly.

The Challenge

As the company scaled, gaps between their eCommerce engine and customer service tooling began to show.

  • Disconnected Order Statuses
     Their custom WooCommerce statuses (e.g. Processing – Print API, In Production, Awaiting Dispatch) were critical to tracking progress—but weren’t reflected in Help Scout, where the support team lived. This created a disconnect, forcing agents to toggle between systems and often rely on guesswork or manual updates.
  • No Easy Access to Shipping Info
     Tracking numbers and delivery updates were stored as comments in WooCommerce. Support agents had no simple way to surface this information in Help Scout, leading to slower response times and inconsistent customer experiences.

The Solution

OPMC delivered lightweight but powerful custom integrations, tailored to the company’s specific setup.

  •  Custom Order Status Sync

We developed a custom integration to push the company’s full order lifecycle—custom statuses and all—into Help Scout. This gave support agents real-time context without needing to log into WooCommerce, enabling faster, more accurate responses.

  • Embedded Track & Trace

Using smart parsing, we extracted shipping details from WooCommerce comments and displayed them directly within Help Scout conversation threads. Now, agents can instantly provide delivery updates and resolve queries without leaving their support dashboard.

The Results

  • Unified Visibility
     Support agents now work entirely within Help Scout, with full access to live order status and shipping data. No more tab-switching or waiting on manual updates.
  • Faster, Smarter Support
     Reduced friction in the support workflow translated directly to improved response times and fewer follow-ups.
  • A System That Grows With Them
     The custom solutions slot seamlessly into their existing stack. No new tools, no steep learning curves—just better performance.

“We needed integration that fit our process, not the other way around. OPMC delivered.”
 — Customer Success Lead

Smarter integrations for growing WooCommerce businesses.

OPMC builds tailored support experiences that connect your storefront to your support stack—no bloated tools, just solutions that work.

Learn more: opmc.com.au

Technologies used with OPMC integration

WooCommerce

WooCommerce Help Scout