In today’s fast-paced world with online shopping on the rise, customer expectations have reached new heights. For eCommerce businesses, offering exceptional customer support has now become a necessity. The success of an online store no longer just depends on its revenue and quality of products, the quality of support to customers plays a huge role in its success.
Imagine a shopper visiting your website, he excitedly adds a product to his cart, proceeds to checkout, and suddenly comes across a problem. It might be some technical glitch, a product query, or a concern about the returns policy.
At this point, the quality of customer support can make or break the entire shopping experience. And, this is where an eCommerce helpdesk software comes into the picture.
The Role of eCommerce Helpdesk Software in Efficiently Managing Customer Inquiries
As brands expand, so does the volume of customer inquiries. Responding promptly to these enquiries and keeping track becomes challenging in the absence of helpdesk software.
What is a Helpdesk Software?
Helpdesk software is a centralized platform designed to streamline and manage customer interactions across various communication channels. It acts as a command center for customer support, helping businesses organize, prioritize, and respond to inquiries in a timely manner. With features like ticket management, automation, and analytics, helpdesk software empowers businesses to provide efficient and consistent support across the board.
Now, let’s dive into the world of eCommerce helpdesk software that can be a game-changer for your online brand. Choosing the right helpdesk solution can be a daunting task, especially with a plethora of options available in the market. That’s why we’re here to guide you through the process.
Top eCommerce Helpdesk Software
DelightChat—Omnichannel Customer Support & WhatsApp Marketing
DelightChat is an omnichannel customer service and marketing platform tailored for ecommerce brands using WhatsApp, Instagram, Facebook, and other modern channels. It allows you to manage customer support and automate marketing across multiple platforms from one unified dashboard.
With DelightChat, you can reply to customers and manage conversations across channels, including WhatsApp, Email, Facebook comments, Messenger, Instagram DMs, and Live Chat. This saves you time switching between platforms and ensures no customer query persists.
Key features include:
- A team inbox that allows your agents to collaborate within tickets, assign conversations, leave internal notes, and manage support efficiently.
- Deep Shopify integration to view and modify order data while responding to customers, ensuring accuracy.
- Automation rules to check for keywords and auto-reply with saved responses, like your refund policy.
- A self-service widget where customers can view order status or browse help articles without contacting your team.
For WhatsApp in particular, DelightChat provides both customer support and marketing capabilities:
- Using the Official WhatsApp API, you can send promotional broadcasts to your customer list to drive sales. Brands have seen up to 26x ROI on WhatsApp marketing spend with higher conversions than email. You can create campaigns for upsells, cross-sells, winbacks, and more.
- Automate abandoned cart recovery, order confirmations, shipping notifications, cash on delivery verifications, and collect reviews – all through the WhatsApp API. This saves your team tons of manual work.
With an easy-to-use interface, powerful automation, and tight ecommerce integrations, DelightChat aims to simplify multi-channel customer support. It combines the tools you need to streamline operations and grow your D2C brand.
DelightChat offers three paid plans to meet the needs of different business sizes:
- Startup ($49/month): For early-stage businesses. Support up to 1,000 tickets/month and marketing to 5,000 contacts/month.
- Scale ($99/month): For growing businesses. Supports up to 2,000 tickets/month and marketing to 10,000 contacts/month.
- Growth ($299/month): For larger businesses. Supports up to 6,000 tickets/month and marketing to 30,000 contacts/month.
All paid plans include multi-channel inboxes for WhatsApp, Email, Instagram, Facebook, Live Chat, WhatsApp Business API access, deep Shopify integration, team collaboration tools, automated reply functions, and a self-service widget.
Presently, Gorgias stands as one of the most favored solutions for help desks in the market. It offers a convenient and expeditious method for enterprises to monitor customer interactions and effectively address potential issues. This solution has already gained substantial traction among prominent companies like RadioShack and Steve Madden. It equips teams with a tool to monitor customer inquiries, provide solutions, and resolve problems.
Regardless of the geographical dispersion of your team members in today’s adaptable work landscape, Gorgias guarantees the capability to unify them within a shared space. This shared inbox facilitates streamlined monitoring of issues requiring attention, enabling the prioritization of critical tasks for your staff.
Seamless integration options abound for aligning your Gorgias help desk with renowned store builder tools such as Shopify and BigCommerce. This enables an instant connection between your e-commerce and help desk domains.
Pricing structures for Gorgias offer several choices. The foundational plan starts at $50 per user monthly and supports the management of up to 350 tickets. Additional tickets can be managed at an extra cost of $25 per 100 tickets.
For those seeking enhanced features, the “Pro” plan is available at a price of $250 per user per month, accommodating up to 2,000 monthly tickets. Each additional hundred tickets incur a $25 fee. Alternatively, the “Advanced” plan, priced at $625 per user per month, supports 5,000 monthly tickets, with an added cost of only $14 per 100 supplementary tickets.
Richpanel is a popular helpdesk software (4.7 ⭐ on G2) that integrates every feature you need to deliver incredible customer service for every interaction. The main differentiator for Richpanel is its self-service feature that enables customers to instantly resolve common queries by themselves. As many as 50% of tickets feature repetitive queries. Richpanel’s self-service is designed to make it as easy as possible to solve these queries and it helps companies reduce investment in frontline support teams while maintaining great CSAT.
Richpanel has also recently integrated AI capabilities. When a query needs a live agent, Richpanel seamlessly supports agents with Sidekick, an AI chat assistant. Sidekick is a powerful and purpose-built AI assistant for customer service. Agents can use it to draft a response, summarize a ticket, or even translate interactions in real-time. Sidekick learns from past customer service interactions and tickets so that its responses are both accurate and personalized. It even references earlier tickets while suggesting responses.
Sidekick is also available as a standalone extension so that its powerful AI assistant capabilities can be used with popular platforms like Zendesk, Freshdesk, Helpscout, Salesforce, and others.
Freshdesk serves as a versatile support platform suitable for larger teams, particularly those operating within a call center environment.
Upon registration, you gain entry to a range of tools such as a collaborative inbox, a knowledge base utility, and chat functionalities that facilitate the handling of support queries. Additionally, you receive allocated incoming minutes for managing customer phone calls, the duration of which varies depending on the specific plan you select.
You are granted access to certain third-party integrations that ensure the seamless connectivity of your support technology infrastructure. Notably, while Freshdesk boasts robust capabilities, its pricing and plans can become somewhat intricate due to the presence of various optional add-ons. It’s important to note that the features mentioned above are exclusively accessible through their higher-tier omnichannel plans.
Free trial and plan are available, while paid subscriptions start at $15 per agent per month.
LiveChat stands out as a well-liked and user-friendly assistance platform that aids e-commerce proprietors in seamlessly incorporating live chat technology into their websites. This technology facilitates interaction with customers through diverse channels using live chat, while concurrently overseeing all these interactions within a unified help desk environment.
By affording the option to link the same LiveChat account to various widgets spanning different websites, the process of enhancing customer engagement and monitoring their journey becomes notably more streamlined.
Although not classified as a conventional help desk tool, LiveChat is tailored to deliver service and support to your intended audience. This attribute positions it as a potential asset for augmenting customer experience. Moreover, it can be combined with HelpDesk, a tool developed by Live Chat specifically for email management.
Through this integration, the HelpDesk system becomes seamlessly integrated within the LiveChat application, enabling the tracking of multiple conversations within a singular interface.
LiveChat’s pricing structure remains reasonably economical, commencing at approximately $16 per month per agent for annual payments. Upon upgrading to the “Team” package, the annual cost per agent rises to around $33 per month.
The “Business” package accommodates a larger customer base for $50 per agent per month, while enterprises seeking to engage with substantial customer numbers simultaneously can opt for a customized pricing arrangement under the “Enterprise” category.
The best way to think about Hiver is as an extension to your Gmail account. With it you’re able to do things like leave internal notes on conversations and even assign conversations to specific agents.
Hiver also gives you access to other help desk features like reporting, a knowledge base, integrations, customer satisfaction (CSAT) surveys, and automation tools. However, some of these basic features are only included in their higher-cost plans.
Free trial available. Plans start at $15/user per month.
Choosing the Right eCommerce Helpdesk Software
In today’s market, a plethora of help desk choices are available, ranging from platforms tailored for Magento, WooCommerce and Shopify to solutions aimed at multi-channel customer service. Whether your preference lies with Richpanel, Gorgias, or Live Chat, it’s essential to conduct thorough research and select the tool that is most likely to provide optimal support to your target audience.