10 Best Ecommerce Customer Service Tools in 2024

Best Customer Service Tools for eCommerce
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Providing an excellent customer service is a must-have for eCommerce brands to grow in this competitive market. In fact, 84% of consumers say that their purchasing decision is based on the customer experience. This means that even with top-notch products, if you fail at providing customer support, you might struggle growing your brand (unless of course, you are operating in premium fashion category).

A good customer support creates a sense of trust among customers – they feel that the brand will be there to support if anything goes wrong with shipping, product quality or anything related to their products. This ultimately converts into brand loyalty and repeat purchases.

Since you already landed on this article, I guess you understand the importance of having a robust customer support system for your business. So, without any further ado, let me show you some of the best eCommerce heldesk software and other customer service tools that you can use in your store.

Ready? Let’s get started.

1. Gorgias

Gorgias customer service for eCommerce

Gorgias is an all-in-one eCommerce customer support software, encompassing live chat and helpdesk features. It consolidates incoming requests from multiple channels like email, live chat, phone, Facebook, and Instagram into a single dashboard, enabling proactive responses to customer inquiries. Gorgias empowers users to view customer details within the helpdesk for efficient interactions.

Utilizing AI, Gorgias prioritizes, assigns, and tags every ticket as soon as it reaches your inbox, streamlining support operations without manual sorting. The platform facilitates efficient handling of returns and refunds by automating processes such as return processing, sending tracking information, generating discount codes, and updating subscriptions, ensuring swift issue resolution.

Overall, Gorgias serves as a customer experience platform that integrates all support channels into one inbox, offering smart automation and AI to handle support tickets promptly, regardless of store size. You should read our detailed Gorgias review to learn more about its features.

Key Features –

  • Multichannel customer support across various platforms.
  • Macros and templated responses for faster customer assistance.
  • Integration with third-party eCommerce applications like BigCommerce and Shopify.
  • Viewing order information and customer shopping history alongside tickets.
  • Tracking customer data, support performance, and revenue growth.

Pricing Plans – Gorgias offers five pricing tiers starting from Starter at $10/month for 50 tickets/month to Enterprise with custom volume and pricing, all with a 7-day free trial.

2. HelpDesk

HelpDesk for eCommerce

HelpDesk offers a comprehensive solution for managing customer inquiries, questions, and support cases. Each customer request receives a unique ticket in the system, enabling streamlined communication, status tracking, and issue resolution.

As a cloud-based ticketing software, HelpDesk caters to businesses of all sizes, facilitating efficient delivery of customer support services. The platform offers features like tagging, private notes, ticket assignments, and collaboration tools to enhance team productivity and communication.

HelpDesk also provides automation capabilities to handle routine inquiries, reducing the team’s workload, and ensuring top service quality in your online store with standardized procedures. Additionally, real-time alerts and visibility into customer activities enhance responsiveness and engagement.

Key Features –

  • Single platform for managing all customer interactions.
  • Seamless communication between sales, support, and fulfillment teams.
  • Automation for handling routine inquiries.
  • Standardized procedures for ensuring service quality.
  • Collaboration tools like internal notes for team coordination.
  • Easy setup and affordability compared to other options.
  • Real-time alerts and visibility into customer activities.

Pricing Plan – HelpDesk offers a single pricing plan at $29/month per agent billed annually, along with a free 14-day trial.

3. Help Scout

Help Scout

Help Scout stands out as a premier choice for managing customer service workflows effectively within the ecommerce realm, catering to businesses of all sizes. Its shared inbox feature facilitates personalized customer support, but what truly sets it apart is its AI technology, which significantly enhances the productivity of your sales team.

Its user-friendly interface allows for quick setup and a clutter-free shared inbox enables you to efficiently manage multiple support channels, including email, live chat, and Facebook Messenger.

Additionally, Help Scout offers a suite of productivity tools such as workflows and saved replies, enabling the automation of repetitive tasks and swift responses to common inquiries.

In addition to its reactive customer service features, Help Scout provides proactive support solutions. Whether it’s creating a knowledge base with Docs or utilizing Beacon to deploy targeted messages and micro surveys on your website or app, Help Scout empowers agents to initiate conversations with website visitors and offer their assistance.

Key Features –

  • Unified shared inbox for streamlined communication.
  • Access to customer data for personalized responses.
  • Powerful automation for tasks like automatic replies and assigning requests.
  • AI-driven assistance for faster responses.
  • Self-service options for instant answers to FAQs.
  • Collaborative inbox for email, live chat, and social conversations.
  • Order processing capabilities, including refunds and cancellations.

Pricing Plan – Help Scout offers three pricing tiers starting at $20, $40, and $65 billed annually, each with a 15-day free trial.

4. Tidio

Tidio customer support for eCommerce

Tidio stands out as an AI-powered customer service platform catering to businesses focused on enhancing customer engagement and support efficiency. Specifically tailored for eCommerce, Tidio facilitates real-time assistance, product inquiries, and personalized discounts to online retailers.

Renowned for its simplicity and user-friendliness, Tidio simplifies live chat and chatbot integration for businesses of all sizes. With intuitive onboarding, a user-friendly interface, and an organized dashboard, Tidio streamlines customer support processes seamlessly.

Packed with automation features and AI-powered chatbots, Tidio enables businesses to streamline customer support operations and deliver exceptional service. Compatible with all CRMs, social media, and marketing platforms, Tidio offers insights into visitor behavior, traffic sources, and critical analytics.

I suggest you check out the full Tidio review published earlier for a detailed breakdown of the features.

Key Features – 

  • Real-time live chat for proactive problem-solving and sales assistance
  • Integration with Lyro AI bot for automated customer support
  • Preview carts, access order history, and recommend products within the chat
  • Seamless integration with Shopify stores
  • Efficient ticketing system for managing and resolving customer requests

Pricing Plans – Tidio offers a free plan with limited features and premium plans starting from $29/month, scaling up to $499/month for extended capabilities. Additionally, there’s a free 7-day trial available for premium plans.

5. Helpwise

Helpwise

Helpwise emerges as a compelling choice for businesses aiming to enhance visitor engagement and drive conversions through personalized live chat interactions. Its intuitive platform enables businesses to initiate hyper-personalized messages based on visitor behavior, fostering meaningful engagement.

With features like omnichannel support, automated marketing tools, and comprehensive integrations, Helpwise empowers businesses to deliver exceptional customer service across various touchpoints. Its mobile apps for iPhone and Android devices ensure seamless operations on the go, enhancing team productivity and responsiveness.

Key Features –

  • Omnichannel support for seamless customer interactions.
  • Live chat widgets for proactive engagement.
  • Automated marketing tools for boosting sales.
  • Comprehensive integrations for enhanced productivity.
  • Mobile apps for on-the-go support.
  • Feedback collection and knowledge base integration.
  • Robust reporting and analytics for performance tracking.

Pricing Plan – Helpwise offers four pricing plans starting from $15 per month for the Standard plan to $39 per month for the Advanced plan. You can try any plan with a free 7-day trial.

6. eDesk

eDesk

eDesk emerges as the go-to solution for eCommerce businesses operating across multiple sales channels. With seamless integration with over 250 marketplaces and website platforms, including Amazon, eBay, and Shopify, eDesk centralizes customer support into one intuitive platform.

Its Smart Inbox feature prioritizes marketplaces and social queries, ensuring efficient query management. Customizable rules enable automated ticket assignment, enhancing team efficiency and responsiveness. Moreover, eDesk’s AI capabilities and auto-translate feature facilitate seamless communication across diverse customer bases.

Key Features – 

  • Comprehensive conversation summaries and suggested responses.
  • Centralized management of marketplaces and social queries.
  • Access to order history, customer data, and metrics.
  • Automated ticket assignment and collaboration.
  • Seamless order management within eDesk.

Pricing Plan – eDesk has ticket-based and user-based pricing plans with a 14-day free trial. The user-based plan starts at just $89/month/user with unlimited ticket handling. The ticked-based plan, Performance+, starts at $179/month for up to 400 customer conversations.

7. LiveAgent

LiveAgent

LiveAgent, despite its name suggesting a live chat tool, is a comprehensive helpdesk solution designed to meet the requirements of small and medium businesses. This versatile platform offers a suite of robust features tailored to enhance customer support for your eCommerce store.

With reliable live chat support, an advanced ticketing system, and a knowledge base for quick solutions, LiveAgent provides a seamless experience for both customers and support teams.

Ideal for smaller service teams using WordPress, LiveAgent boasts a vast library of native integrations, enabling effortless incorporation into existing workflows. Its unified dashboard consolidates communication from email, calls, and social media channels, simplifying setup and integration with other platform tools to boost team productivity.

Key Features –

  • Integrated CRM for customer segmentation
  • Knowledge base and customer service portal builder
  • Unified inbox for streamlined communication
  • Gamification features to drive agent performance
  • Templates and macros for efficient ticket handling
  • Real-time reporting for actionable insights

Pricing Plans – LiveAgent offers a forever free account with certain limitations. Premium plans start at $9/agent/month, escalating to $69/agent/month for advanced features like call center, video call, and IVR support. Additionally, there’s a free 14-day trial available for personal email IDs and a 30-day trial for company emails.

8. Chatra

Chatra

For businesses seeking live chat assistance, Chatra emerges as a robust solution, seamlessly integrating email inbox and Facebook Business Page into a unified multichannel dashboard. This enables centralized chat management, enhancing efficiency and responsiveness.

Designed with simplicity in mind, Chatra empowers small businesses to bolster customer support effortlessly. Its feature-rich platform aids in elevating conversion rates by facilitating proactive interactions with customers, particularly during the critical checkout process.

An impressive highlight is Chatra’s offline chatbot, available even in the free plan, designed to address routine queries and enhance the shopping experience efficiently. With features like live chat, chatbots, and visitor insights accessible across desktop and mobile devices, Chatra ensures businesses stay connected with customers at all times.

Key Features –

  • Live chat across multiple channels like email, Facebook, and Instagram.
  • Intelligent chatbots for automating routine tasks.
  • Visitor insights for personalized interactions.
  • Compatibility across desktop and mobile platforms.
  • Seamless integration with various communication channels.

Pricing Plan – Chatra offers a free plan with basic features, while premium plans start at $17 per agent per month and $23 per agent per month. Users can explore premium features with a 10-day free trial.

9. Manychat

Manychat

Manychat stands out as a premier chatbot platform globally, particularly renowned for its effectiveness in bolstering Facebook store presence. With seamless automation capabilities, Manychat empowers businesses to expand sales and cultivate a robust customer base effortlessly.

This versatile chatbot solution excels in automatically engaging with Facebook post comments, encouraging newsletter subscriptions, and recommending relevant products to potential customers. With support across various channels including Facebook, Instagram, WhatsApp, and SMS, Manychat simplifies chatbot creation through its user-friendly interface and visual flow builder, eliminating the need for coding expertise.

Key Features –

  • Feedback collection and review management for fostering customer loyalty.
  • Lead generation through integration with Facebook ads.
  • Comprehensive analytics for measuring chatbot performance.
  • Seamless integration with popular email marketing platforms like Klaviyo.
  • Support for popular payment gateways such as PayPal and Stripe.

Pricing Plan – Manychat offers basic features for free, with an option to upgrade to the Pro plan for $15 per month. Custom plans are also available upon consultation with their sales team.

10. Zoho Desk

Zoho Desk

Zoho Desk emerges as a robust option for eCommerce businesses seeking efficient multichannel ticket management. Its customizable interface caters to diverse eCommerce models, providing comprehensive support across various communication channels.

Impressively, Zoho Desk consolidates customer inquiries from email, phone, social media, live chat, and web forms into a unified interface, ensuring seamless ticket management regardless of the channel through which customers reach out.

With advanced process automation tools like the Blueprint Builder, Zoho Desk empowers businesses to streamline workflows and maintain process consistency. Features like call routing, multilingual support, self-service mobile portal, and sentiment analysis further enhance the customer support experience.

Key Features –

  • Call routing to relevant agents based on previous interactions.
  • Multilingual support for catering to diverse customer bases.
  • Self-service mobile portal for enhanced customer convenience.
  • Sentiment analysis for improving resolution rates and customer experience.

Pricing Plan – Zoho Desk offers three pricing plans starting from ₹800 per user per month, ₹1,400 per user per month, and ₹2,400 per user per month, all billed monthly. Users can explore each plan with a free 15-day trial.

Wrapping Up

As I said earlier, providing a responsive customer support is not just good-to-have, it is a must for growing eCommerce businesses. No successful eCommerce brand has ever become successful with providing a reliable customer service.

In this article, we looked into the best eCommerce customer service tools, comprising all-in-one helpdesk software to live chat and chatbot solutions. Now, based on your business scale and customer preferences, choose the one that can help you take your existing customer support to the next level.

Finally, make sure that the selected tool fits into your existing eCommerce tech stack, ensuring seamless data synchronization from marketing, shipping and order management systems. Once you choose a customer service tool, you may want to read these hand-picked articles –

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