BigCommerce Support Services

Your BigCommerce store needs updates, performance monitoring, and someone who knows the codebase when something breaks. Shero has supported BigCommerce stores including Vienna Beef and Siffron since 2014 as a certified partner across B2B, DTC, and hybrid operations.

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Shopify Platinum Partner

16+

Years in business

500+

Projects Delivered

65+

Team Members

98%

Client Retention

2014

BigCommerce partner since

Supporting merchants on BigCommerce across B2B, DTC, and hybrid models since 2014

16+

years in eCommerce

Shero has supported BigCommerce brands since 2014, across DTC, B2B, and hybrid commerce. BigCommerce integrations for ERP, OMS, and marketing are maintained by the same team that provides ongoing support.

98%

client retention post-launch

99% of Shero BigCommerce clients continue working with the team after the initial project or migration

10+

BigCommerce stores in active support

Vienna Beef, Siffron, Grand General, Emerson Cigars, and others in active BigCommerce support engagements

"Working with Shero Commerce on our website migration to BigCommerce Enterprise has been a game-changer for Vienna Beef. Their team's ideas and execution have taken our online presence to the next level, making it so much easier for our clients to buy with us."

Reid Schwartz, eCommerce Director, Vienna Beef

What Shero BigCommerce support covers

Shero’s BigCommerce support covers troubleshooting, updates, design changes, custom development, integrations, and strategic guidance across SEO, UX, and marketing tools. We scope support to how complex each store is, with no generic break-fix packages.

• Technical troubleshooting and bug fixes
• Custom development and feature builds
• ERP, shipping, and third-party integrations
• Design modifications and UX improvements
• SEO monitoring and technical fixes
• Strategic consultation and roadmapping

BigCommerce support: your options compared

How Shero compares with BigCommerce's own support, a freelance BigCommerce developer and an in-house developer.

Compared on BigCommerce support agencyBigCommerce's own supportA freelance BigCommerce developerAn in-house developer
Stencil theme changes We edit and test your Stencil theme codePlatform settings help, custom code is yoursGood fit for small theme fixesKnows the theme, if they built it
Checkout and payment errors We find whether the fault is an app, the theme or the gatewayChecks the platform sideDepends on payment experienceHas to learn each gateway
Apps after platform updates Apps and theme checked after BigCommerce releases changesUpdates the platform, apps are on their vendorsChecks when something breaksChecks when they have time
A path off BigCommerce later Long Island Watch moved to Shopify; Google clicks up 8% afterFocused on its own platformMay know only one platformLearns a new platform on the job
How you pay A fixed price per project, agreed before work starts. Support on a monthly retainer.Chat and email support included in every planHourlySalary
BigCommerce support agency
Stencil theme changes We edit and test your Stencil theme code
Checkout and payment errors We find whether the fault is an app, the theme or the gateway
Apps after platform updates Apps and theme checked after BigCommerce releases changes
A path off BigCommerce later Long Island Watch moved to Shopify; Google clicks up 8% after
How you pay A fixed price per project, agreed before work starts. Support on a monthly retainer.

Compared with

BigCommerce's own support

Stencil theme changes Platform settings help, custom code is yours
Checkout and payment errors Checks the platform side
Apps after platform updates Updates the platform, apps are on their vendors
A path off BigCommerce later Focused on its own platform
How you pay Chat and email support included in every plan

A freelance BigCommerce developer

Stencil theme changes Good fit for small theme fixes
Checkout and payment errors Depends on payment experience
Apps after platform updates Checks when something breaks
A path off BigCommerce later May know only one platform
How you pay Hourly

An in-house developer

Stencil theme changes Knows the theme, if they built it
Checkout and payment errors Has to learn each gateway
Apps after platform updates Checks when they have time
A path off BigCommerce later Learns a new platform on the job
How you pay Salary

Why BigCommerce merchants work with Shero for ongoing support

The support team that frustrates merchants is the one that responds with ticket numbers and does not understand the store they are supposed to be maintaining. Shero's BigCommerce support team knows the platform, knows the client's store, and responds like the outcome matters.

01

Certified BigCommerce partner with deep platform knowledge

Shero has been a certified BigCommerce partner since 2014. The support team knows the platform's API structure, its native B2B features, how its integrations work, and the limitations that require custom development. That knowledge prevents the misdiagnosis of platform limitations as site-specific bugs.

02

Custom development included in your support plan

BigCommerce stores that need more than configuration changes require developers who can build inside the platform. Shero's support clients have access to custom development capability without a separate engagement. Feature additions, integration builds, and theme modifications are handled by the same team managing the support.

03

B2B and hybrid support for stores serving both trade and consumer buyers

BigCommerce B2B stores have specific support requirements: price lists, customer groups, and quote management. Shopify B2B development is available for B2B brands evaluating migration from BigCommerce to Shopify Plus.

04

We monitor your store before you have to report an issue

Shero monitors client stores for performance degradation, checkout errors, and integration failures before a merchant has to open a ticket. The stores that benefit most from this are high-volume operations like Siffron and Grand General where a checkout failure during a busy period has immediate revenue impact.

05

Strategic guidance alongside technical support

Shero provides platform roadmap guidance alongside technical support, including honest advice on when migration to Shopify makes commercial sense. Replatforming to Shopify is available for BigCommerce brands that decide migration is the right path.

06

No ticket queue approach, direct access to the team

Shero BigCommerce support clients have direct access to the team maintaining their store. There is no first-line support layer that filters requests before a developer sees them. The team that responds to a support request is the team that knows the store.

Platform results

Numbers from client stores we have worked with.

View all case studies

Coffee

+41%conversions in the year after the Magento 2 rebuild
+10%revenue, same year
Coffee Bean DirectMagento

Industrial safety

4separate Magento stores unified into one multi-store
2xorganic traffic increase within months of launch
JustriteMagento
Read the case study

Knives and outdoor

+100%revenue increase over the previous holiday period
+68%growth in transactions following site relaunch
BenchmadeAdobe Commerce Cloud
Read the case study

Our Work

View All
Iconic Chicago hot dogs and sausages

Vienna Beef

Discover how Shero Commerce migrated Vienna Beef from WooCommerce to BigCommerce Enterprise, consolidating 3 Third-party sales channels into their ERP, reducing manual effort and errors, and delivering a custom datepicker for delivery scheduling. Vendor purchasing workflows that were previously manual are now 100% fully automated.

Vienna Beef
Towing equipment and aftermarket accessories

GEN-Y Hitch

GEN-Y Hitch, an American maker of heavy-duty towing hitches and accessories, had outgrown WooCommerce. Shero moved them to Shopify with one store for B2B and D2C buyers, a NetSuite ERP integration, and navigation organized by use case.

GEN-Y Hitch
Body jewelry and tattoo supplies

Painful Pleasures

Painful Pleasures is a long-standing supplier of body jewelry and tattoo supplies with a catalog of 40,000+ products. The brand partnered with Shero to complete a stalled Magento to Shopify migration and deliver the complex custom features their business depends on. They reduced ongoing maintenance costs and eliminated urgent site issues that had previously caused headaches by 40%.

Painful Pleasures
Drums and percussion instruments

Memphis Drum Shop

Memphis Drum Shop sells drums, cymbals, and percussion instruments. To cut costs and modernize their platform, they moved from Magento to Shopify with Shero, with a CounterPoint ERP integration through iPaaS and 3 custom browsing features. Average session duration rose 22% after launch.

Memphis Drum Shop

When moving to Shopify makes sense

We still support Magento, BigCommerce and WordPress stores. When the cost of staying gets too high, we plan the move with you.

  • Total cost

    Hosting, extensions and developer hours compared with Shopify.

  • Security

    Patches and upgrades kept current until you move.

  • Data

    Product and customer data cleaned up now, so a later move takes less time.

  • Migration path

    A plan for when and how to move, if it makes sense.

BigCommerce support engagements start with a store audit. We review your setup, identify what needs immediate attention, and recommend a support structure within one week.

Get a support assessment

Process

How BigCommerce support works

Support begins with an audit of your BigCommerce store, then moves into monitoring and planned improvements.

  1. 01

    Store audit

    We review your Stencil theme, apps, integrations and speed, and agree how each issue type gets escalated.

  2. 02

    Baseline fixes

    Open bugs, integration errors and speed problems from the audit are fixed first.

  3. 03

    Monitoring

    We watch performance, apply app and platform updates and catch problems before shoppers do.

  4. 04

    Feature work

    New features, B2B pricing changes and integration updates are estimated inside the retainer before work starts.

  5. 05

    Planning check-ins

    Regular check-ins cover what to build or market next for the best return.

Who works on your account

Meet the Team

Related services

Platform services by need

Support for your current platform, and migration when you are ready.

Magento

Support, development and SEO.

BigCommerce

Support and development.

WordPress and WooCommerce

Support and development.

Frequently asked questions.

Can't find what you're looking for? Reach out to our team.

What our clients say.

We design experiences that make a difference. See what our clients have to say about working with us.

Vienna Beef

"Our experience with Shero Commerce has been exceptional. Their expertise in migrating our website to BigCommerce resulted in a seamless transition, and we’ve seen a significant improvement in our checkout process and overall user experience. Their web design skills have truly elevated our online presence, and we couldn’t be happier with the results."

Reid Schwartz

eCommerce Manager / Vienna Beef

Painful Pleasures

"Our journey from Magento to Shopify was riddled with complexities and challenges. With a vast catalog and intricate B2B logic, we needed expertise that could navigate through these intricacies. Shero Commerce was our beacon. They not only provided innovative solutions but also utilized their vast Magento knowledge to bridge gaps in Shopify’s native features. Now, our platform is seamless, our costs are reduced, and the headaches are a thing of the past. A heartfelt thank you to the Shero team!"

Patrick Rice

CEO / Painful Pleasures

GEN-Y Hitch

"This has been the most impressive vendor partnership I have experienced. Every meeting felt purposeful, every milestone was clear, and the process was incredibly well-supported from start to finish. Shero delivered a seamless Shopify migration."

Kendra Borkholder

Kendra Borkholder - Operations Support / GEN-Y Hitch

Justrite Safety Group

"The collaboration between us and Shero Commerce on the Justrite multi-store site went beyond what we had hoped for.  They are a terrific partner to work with.  Their team’s dedication to understanding our unique requirements and delivering a high-quality, customized solution has greatly enhanced our online presence. The new website not only showcases our products effectively but also streamlines the shopping experience for our customers. We couldn’t be happier with the results and look forward to working with Shero Commerce on future projects."

Douglas J. Stang

VP of eCommerce / Justrite Safety Group

And you?

Let's build something great together.

Ready to scale your eCommerce business? Tell us about your project and we'll get back to you within 24 hours.

Email
[email protected]
Locations
New York • London • Helsinki • Tirana