Before choosing a new support tool, it’s essential to know which features are important to your business and to your customers.
Too many companies are turning to automation solutions to streamline operations and encourage more interactions with their customers when it comes to customer service. As a result, customers are more likely to remain loyal and spend more money with a company that has earned their confidence.
In addition, customers need various ways to communicate with the customer support team, from the more traditional methods of calling and emailing to the more modern types of texting.
Why are customer support tools so important for e-commerce?
E-commerce customer service tools include ERP connectivity, marketing solutions, customer data collection, and order management to improve communication and interaction. Therefore, you must use customer care tools to simplify and enhance customer service when choosing a platform that works for you.
How to choose a customer service tool
Customer care tools are available in all shapes and sizes, so you need to pay attention to those that best meet your business’s needs when selecting one. However, before you start your search, you should think about factors such as performance, value, and implementation.
Below, we’ve listed 11 standout eCommerce customer service software platforms, together with notes on each platform’s best features. Use this list to find the correct support tool for your company’s needs.
Interacting with and tracking customer satisfaction is essential in any business, so surveys are an important tool to utilize. Typeform specializes in online form building and online surveys with no need to put in writing a single line of code.
Customer satisfaction surveys are easy to set up through Typeform’s drag and drop builder, and it offers a cleaner UI than a number of its alternatives.
Price: Starting from $25 monthly
Zendesk is the best tool for eCommerce businesses with complex technical setups. it’s a wide range of functions, and it’s compatible with practically all e-commerce platforms and apps. The tool also offers products for sales, customer service, and other forms of customer engagement to meet every customer requirement.
However, Zendesk’s complexity, the resources required for initial setup, and the total cost have made it the best choice for larger organizations due to its affordability and easy use. Its features include a self-service portal, business texting, ticketing system, and customer knowledge base.
Price: Starting from $19 monthly
Gorgias is the best tool for eCommerce sellers on Shopify, and it’s designed specifically for e-commerce enterprises. Although it began as a Shopify app, it expanded its scope by integrating with several other major e-commerce platforms like WooCommerce and BigCommerce.
Gorgias aims to help individual e-commerce companies provide fantastic customer services and help firms resolve customers’ complaints by gathering information from past orders, payments, interactions, and refunds. The tool also syncs with popular social network apps like Twitter and Facebook, making communication extremely easy and convenient with your customers.
Price: Starting from $50 monthly and 2 months FREE with yearly billing
Sprout Social is the best tool for eCommerce social media assistance. As a central point for publishing and monitoring material across numerous social networks, a platform is a wonderful tool.
Social media comment patterns might help your support team better understand what has to be changed. Customer interaction on social media may also reduce the number of requests in your help queue, enabling you to give higher priority to more complicated issues.
For example, the quality version of Sprout’s suite allows you to manage five social media profiles, while the Professional and Advanced subscriptions will enable you to manage ten.
Price: Starting from $89 per user/month (billed annually) or $99 month to month
Acquire could be a live chat tool with a unique twist. instead of requiring customers to download anything, it allows you to share your screen with clients in real-time.
Additionally to reducing the amount of your time spent communicating, this function also increases transparency on both ends of the chat conversation. If your team frequently communicates via chat and social media sites like Instagram and TikTok, Acquire may be a perfect option for you.
Price: Starting from $300 monthly, plus $40 monthly per additional agent
HubSpot builds tools for sales, inbound marketing, and customer service. The customer care platform is one of the most important acceptable options for e-commerce enterprises about to combine marketing, customer service, and sales processes.
The hub integrates your customer service channels and data into one CRM platform, allowing you to enrol, retain, maintain and expand your client base more effectively.
Price: Starting from $45 monthly
LiveAgent combines communication from email, calls, and social media into a unified dashboard, offering simple setup and integration with the remainder of their platform and tools to help team productivity. What sets LiveAgent except from all the other tools we’ve mentioned is its gamification approach to customer support.
Teams can earn points and rewards for completing tasks, which can add fun to customer support for your team.
Price: Starting from $15 monthly
8) Wix Answers
Wix Answers may be a help desk application explicitly designed for Wix websites. Small to medium-sized companies with a large number of customers can take advantage of this. The tool allows you to line up a ticketing system, live chat, help centre, and call centre all in one place.
Additionally, Wix answers allow you to develop help widgets to point out tutorials and articles contextually throughout the user’s journey on your product or website. When it comes to shopping, buyers have many options.
Therefore, you should give them a reason to go to your store. As an e-commerce company owner, you must try as many tools as possible before making a final selection. Then, take detailed notes and evaluate each tool’s various features and usefulness to avoid switching tools within the middle of a year.
Price: Starting from $24 monthly
Find The One That Suits Your Needs
We hope this list supplies some new names to research or shines a light on some features you didn’t realize you would like to consider.
Remember, the software you select should fit your needs where you’re now, also as how you plan to grow. No matter which software you opt to use, it’s the service you provide that may set you except for your competitors.