Ecommerce Business is rising at the top level today and so business owners need the Best Ecommerce Help Desk Software to incorporate customer support seamlessly.
In any business, customer support is a no-brainer. Who doesn’t want to provide the best customer service possible? But, how do you know you are providing the best eCommerce help desk customer service?
In this article, we will know everything about what type of Ecommerce Help Desk is suitable for your business.
Key Takeaway :
The top 11 ecommerce help desk software for 2024, featuring their key capabilities and pricing, are essential for businesses looking to enhance customer support and streamline their operations.
The help desk software, such as Desku, Labidesk, and Helpdesk, offers a range of features like live chat, ticketing systems, knowledge bases, and integrations, catering to the diverse needs of ecommerce businesses.
These tools are crucial for providing omnichannel support, ensuring quick response times, and personalizing customer interactions, ultimately leading to improved customer satisfaction and business growth.
A Brief About eCommerce Help Desk Software
The Best Helpdesk Software elevates the customer service of any business that helps in managing customer queries and their services. It helps in solving external issues like customer queries, requirements for guidance, and much more.
Not only does it help in solving external queries but also helps in maintaining the workflow amongst team members.
Team members will then have an easy flow of communication among themselves.
For better or worse, the help desk is a fixture in the IT landscape, but it might be time for a change. The help desk technology landscape has evolved in the last few years, with help desk software taking the lead. Help desks are used to organize, manage, and respond to service-related requests
11 Best Helpdesk Software for E-Commerce Platforms
| Help Desk Software | Description of Help Desk | Pricing |
| Desku.io | An all-in-one helpdesk and messaging platform with a range of sleek features. | $9/month |
| Labidesk | A customer service software focused on sales conversion and customer support. | $79/month |
| Helpdesk | A platform with an email ticketing system and integrated Live Chat and Chatbot. | $29/month/per agent |
| ThriveDesk | A helpdesk solution built for SaaS and e-commerce businesses with essential features. | $25/month |
| MyAlice | An automated multi-channel customer experience platform with social integrations. | $60/month |
| Freshdesk | A cloud-based help desk software that streamlines customer support operations. | Starts from $12/month |
| Zoho Desk | A cloud-based help desk and customer support software with a range of tools. | Starts at $9.79/month |
| Live Chat | Live chat is a real-time communication tool that allows customers to interact with businesses. | Starts at $20/month |
| Gorgias | An eCommerce help desk solution for effortless customer interaction. | Starts at $10/month |
| Rich Panel | A help desk solution for your business to improve customer service and conversion rates. | Starts at $29/month |
| UVDesk | e-commerce help desk solution for businesses that are on a budget. | Starts at $22/month |
1) Desku.io: Best Ecommerce Help Desk Software
Desku is an all-in-one helpdesk support software that is now also known as a messaging platform as it allows one to manage customer queries in one may it be social media or more. Desku has sleek features through which support agents can easily manage customer queries in one.
Key Features of Desku
♦︎ Live Chat
This live chat feature allows real-time communication with customers directly on your website. It’s like having a digital customer service representative available to answer queries and assist visitors instantly.
♦︎ Shared Inbox and Ticketing System
This system organizes customer communications from various channels into a single, shared inbox. Each query is tracked as a ticket, ensuring no customer request is overlooked and improving team collaboration.
♦︎ Chatbot (No-Code Chatbot Builder)
A user-friendly tool that lets you create chatbots without needing programming skills. These chatbots can automatically respond to common customer questions, providing fast and efficient service.
♦︎ Knowledge Base
This is an online library of information about your products or services. It includes FAQs, guides, and articles, helping customers find answers themselves and reducing the load on your support team.
♦︎ Third-Party Integrations
This feature allows the help desk software to connect and work seamlessly with other business tools, enhancing functionality and streamlining workflows.
♦︎ Social Inbox
A feature that integrates social media interactions into the help desk system, enabling you to manage and respond to customer queries from social platforms within the same interface.
♦︎ Accurate Report and Analytics
Provides detailed insights into customer support performance, like response times and resolution rates, helping you make data-driven decisions to improve service quality.
♦︎ Automation and Macros
This allows you to automate repetitive tasks and responses, using macros (predefined answers) to handle common queries quickly and consistently.
♦︎ E-commerce Platform Integration to Add Multiple Stores
Enables you to connect multiple e-commerce stores to your help desk, centralizing customer support across various selling platforms for streamlined management.
♦︎ Satisfaction Survey and Analytics
This tool gathers customer feedback on their support experience and provides analytics on satisfaction levels, helping you understand and enhance customer happiness.
Pricing Plan of Desku:
Starting Price – $9 per month
For a detailed look at our complete pricing plans, click here.
2) Labidesk: Customer Service Software that Business Needs
Labidesk is also considered the best customer service platform which has various features that help in managing customer support queries. Labidesk helps in customer retention and making the best customer query management platform which will provide better growth for the business. It has a main focus on sales conversion by providing the best customer support platform to grow the business through features like;
Key Features
- Shared Inbox
- Knowledge Base
- Help Center Portal
- Live Chat
Labidesk Pricing: $79/month
3) Helpdesk: Right Help Desk Solution for E-commerce Business
The helpdesk is considered to be the biggest platform of all where they have been focusing on medium and large-scale businesses. It has an email ticketing system that works for the customer who wants to send their queries through emails. The queries will be received through emails and managed under the Ticketing system.
The helpdesk has main 2 products integrated with it, Live Chat and Chatbot. Those two are completely different products but are managed under the Helpdesk.
Key Features
- Ticket management
- Knowledge base
- Self-service portal
- Reporting
- Integrations
- Multi-channel support
- Automated workflows
- Customization
Helpdesk Pricing: $29/month/per agent
4) Thrivedesk: Best E-commerce Help Desk
Thirvedesk helpdesk support is built for SaaS and Ecommerce business owners. It is curated for small-scale business owners who have difficulty managing support queries. Various features help in making the support system much easier to handle.It has all the necessary features that any Helpdesk should have like Shared Inbox, Ticketing system, and Knowledge Base that will help in managing customer queries in no time. The only drawback that Thrivedesk has in the eCommerce Integration is that it does not have the Shopify store integration. So business owners with the Shopify Store cannot use Thrivedesk as a helpdesk platform.
Key Features
- Shared inbox
- Knowledge base
- Reporting
- Integrations
- Multi-channel support
- Automated workflows
- Customization
Thrivedesk Pricing: $25/month
5) MyAlice: Good Customer Service E-commerce Helpdesk Software
MyAlice is an automated multi-channel customer experience platform. It supports the integration with Ecommerce platforms and helps in integration with Shopify and WooCommerce. It helps in converting customers through social media platforms, easily taking updates and orders from the customers, not only that but it helps in sending broadcast messages to customers when needed to update them.
Key Features
- Ticket management
- Knowledge base
- Self-service portal
- Reporting
- Integrations
- Multi-channel support
- Automated workflows
- Customization
- Chatbots
- Social media integration
- Mobile app
- Multilingual support
MyAlice Pricing: $60/month
6) Freshdesk: Elevate E-commerce Business to The Next Level
Freshdesk is a cloud-based help desk software developed by Freshworks Inc. It is built to help businesses streamline customer support operations, manage support tickets, and deliver excellent customer service. Freshdesk is suitable for businesses of all sizes, including e-commerce businesses, and offers a range of customer service tools to enhance customer interactions and engagement.
Key Features
- Ticket management
- Omnichannel support
- Automation
- Knowledge base
- Collaboration
- Reporting and analytics
Freshdesk Pricing: $12/Month
7) Zoho Desk: Best Help Desk Software for your Business
Zoho Desk is a cloud-based help desk and customer support software developed by Zoho Corporation. It is designed to help businesses manage customer interactions, provide efficient customer service, and enhance customer engagement. Zoho Desk is suitable for businesses of all sizes, including e-commerce businesses, and offers a range of help desk tools to streamline customer support operations.
Key Features
- Ticket management
- Omnichannel support
- Automation
- Knowledge base
- Reporting and analytics
- Collaboration
Zoho Desk Pricing: The basic plan starts at $9.79
8) LiveChat: eCommerce Help Desk Solution
Live chat is a real-time communication tool that allows customers to interact with businesses through a chat window on a website or app. Live chat can be used to answer customer questions, provide support, or sell products. Live chat can be integrated with a variety of other tools, such as CRM software and help desk software. This allows businesses to provide a more seamless customer experience.
Key Features
- Canned Responses
- Messaging Channels
- Chat Widget Customization
- Reports and Analytics
- Customer Engagement
- Team Management
- Security
- Live Chat APIs
LiveChat Pricing: $20/m
Read More:9 Best Livechat Alternatives For Customer Support Team in 2024
9) Gorgias: eCommerce Helpdesk Solution
Gorgias is a live chat software specifically designed for e-commerce businesses. Gorgias is a great choice for businesses that want to provide a high level of customer support and improve their conversion rates. Gorgias is a powerful and feature-rich helpdesk solution that can help businesses to improve their customer support.
Key Features
- Integration with eCommerce Platforms
- Customer Support Channels
- Automated Workflows
- Team Management
- Macros
- Self-service
Gorgias Pricing: $10/monthly
Read More:Top 10 Gorgias Alternatives & Competitors for 2024
10) Rich Panel: eCommerce Help Desk Solution for Your Business
Richpanel is a good choice for businesses that are looking for a powerful and affordable live chat software solution. It allows businesses to view all of their customer communications in one place, regardless of the channel they were received through. Rich Panel also includes a self-service portal that allows customers to resolve their own issues without having to contact customer support.
Key Features
- Integration with eCommerce Platforms
- Round-robin Assignment
- Agent Scripting
- Custom Cart Integration
- CSAT and Revenue Reports
Richpanel Pricing: $29/monthly
11) UVDesk: Help Desk Solution for Your eCommerce Business
UV Desk is a live chat software that is designed for businesses of all sizes. UV Desk is a good choice for businesses that are on a budget or need a more basic live chat solution. It allows businesses to view all of their customer communications in one place, regardless of the channel they were received through.
UV Desk also includes a self-service portal that allows customers to resolve their own issues without having to contact customer support.
Key Features
- Ticket Formation
- Ticket Administration
- Task Management
- Security
- Email Management
- Form Builder
- Workflow
- Social Media App
- Multi-Channel Support
- eCommerce Multichannel Integration
- Examine the Agent’s Performance
- Theme Customization
UVdesk Pricing: It has a free open-source plan. The pro plan starts at $22/m.
Features to look for while availing of Help Desk Software
Choosing a help desk software for a business is much more important as well as challenging part. We are not here to make you more confused, but to choose a help desk platform by just checking this checklist of features that you should look for before choosing it for your ecommerce business.
Let’s dig in:
✅ Ticketing System
Think of this like getting a number at the bakery. Each customer’s question gets its own number (or ticket) so it doesn’t get lost. This helps the support team answer everyone’s questions individually, without forgetting anyone.
Use Case: When customers have questions about their orders, each query gets a unique ticket. This helps you track and respond to each customer’s issue, like when a customer asks, “Where’s my package?” You won’t mix up customers’ questions about their different orders.
✅ Multi-channel Support
This means you can talk to customers in different ways like email, phone calls, and even messages on social media, all from one place. It’s like having a super-smart phone that handles all different types of calls and messages.
Use Case: Customers might contact you through email, Facebook, or Instagram. Multi-channel support lets you answer all these messages in one place. It’s like having one desk where you handle letters, phone calls, and online chats, making sure you don’t miss any customer queries, no matter where they come from.
✅ Live Chat
This feature lets customers chat with support in real time, like instant messaging. It’s like texting with a friend who can help solve problems or answer questions right away.
Use Case: Imagine a customer is browsing your online store and has a question about a product. With live chat, they can get an instant answer, like asking a store assistant in a physical store. This immediate help can make customers more likely to buy something.
✅ Self-Service Options
These are helpful guides or FAQs where customers can find answers to common questions. It’s like having a library of answers ready for customers to use anytime.
Use Case: Create a section on your website where customers can find answers to common questions like “How to return an item?” This is like having a guidebook in your store that customers can use to help themselves, reducing the number of questions your team needs to answer directly.
✅ Automation Tools
Imagine having a robot helper that can do simple, repetitive tasks. It can answer basic questions or sort out problems without needing a person. This helps the support team focus on more complicated issues.
Use Case: The robot helper can send automatic responses to common questions, like confirming an order or explaining shipping processes. This saves time for you and your team, so you can focus on more unique or complex customer questions.
✅ Integration with Other Tools
This is when the help desk software works well with other programs or apps you use in your business. It’s like a team of friends who all work together really well to help you.
Use Case: Your help desk software can work with your inventory management system. So, when a customer asks about a product’s availability, the system can automatically check and give real-time updates. It’s like having all your business tools talking to each other to provide faster service.
✅ Analytics and Reporting
This feature is like a report card for your customer support. It tells you how well you’re doing in helping customers and where you can improve. It can show things like how many questions were answered or how happy customers are with the help they got.
Use Case: This feature shows you what customers are asking about the most, like if many people are questioning a specific product’s size. You can use this information to make improvements, like updating product descriptions, to reduce similar questions in the future.
✅ Customizable Options
This means you can change parts of the software to fit your business better. It’s like being able to decorate your room just the way you like it.
Use Case: You can customize the software to match your store’s theme or add specific response templates for your products. It’s like tailoring the customer support experience to fit the unique style and needs of your e-commerce store.
✅ Security Features
These are like locks and alarms for your software. They keep customer information safe and protect against people who might want to cause trouble.
Use Case: These features protect your customer’s personal and payment information, which is crucial for online stores. It’s like having a security guard for your online store, ensuring customers feel safe shopping with you.
Interesting Read:Top 9 Ecommerce Customer Service Tools for 2024: Enhance Your Online Support
Best E-commerce Help Desk Customer Support Practises for Your Business
Before jumping into any helpdesk software for eCommerce, it is crucial to scale up your customer support service capability, needs, and future updates.
Let’s see how and what effect it can bring by changing the approach of the customer support service with helpdesk software.
Multiple businesses have their own tactics and methods to acquire customer support. Some of the companies only need some good reviews in return, whereas some companies provide instant support for the customers through having conversations or instantly replying to their queries.
☑️ Omnichannel Customer Service for Your E-commerce Business
- Offer customer support across multiple channels, including email, live chat, phone, and social media.
- Ensure a seamless experience for customers regardless of the channel they choose.
☑️ Quick Response Times for Better Customer Interaction
- Set clear expectations for response times and strive to meet or exceed them.
- Prioritize urgent inquiries and provide timely assistance to customers.
☑️ Self-Service in your E-commerce Customer Service Software
- Create a comprehensive knowledge base with articles, guides, and FAQs.
- Enable customers to find answers to common questions and resolve issues independently.
☑️ Personalized Support for Great Customer Communication
- Use customer data to personalize interactions and provide relevant assistance.
- Address customers by name and tailor responses based on their purchase history.
☑️ Empathetic Customer Conversation
- Show empathy and understanding when addressing customer concerns.
- Acknowledge frustrations and offer genuine apologies when necessary.
☑️ Resolve Customer Queries in Minutes
- Train support agents to identify and resolve issues effectively.
- Implement clear escalation procedures for complex or sensitive cases.
☑️ Proactive Customer Support Tool
- Anticipate common issues and provide proactive solutions.
- Use automated messages to inform customers about order status, shipping updates, and more.
☑️ Collecting and Acting on Customer Feedback
- Encourage customers to provide feedback on their support experience.
- Use feedback to identify areas for improvement and implement changes.
☑️ Utilizing Chatbots
- Implement chatbots to handle routine inquiries and provide instant support.
- Ensure chatbots are programmed with accurate information and can escalate to human agents when needed.
☑️ Continuous Training and Development of The Customer Service Team
- Provide ongoing training to support agents to keep their skills and product knowledge up to date.
- Foster a culture of continuous learning and improvement within the support team.
☑️ Measuring Support Performance for Exceptional Customer Service
- Track key performance indicators (KPIs) such as first response time, resolution time, and customer satisfaction.
- Use data to identify trends and make data-driven decisions to enhance support quality.
When running a business digitally, it becomes more important to look for the customers by getting back to them. Especially when we talk about helpdesk software for eCommerce, it has become much more important to evaluate the best strategies for maintaining customer support.
It has become easier for eCommerce platforms like Shopify and WooCommerce. Business owners can easily manage their customer support services by utilizing the best features of the Helpdesk Support solutions. Each feature will help in evaluating customer support in the best ways possible.
Some points are considered when the business owner of any eCommerce platform avails the e-commerce helpdesk.
Read More:Top 11 Ecommerce Customer Service Best Practices to Implement
Conclusion: Choose Ecommerce Help Desk Software
Help desk software is one of the important tools that every business requires, as customers are the prime source for making and breaking business.
Help Desk customer support platform like Desku helps an ecommerce business to always rely on it for the management of customer queries. Not only it is affordable but it has all the features that are going to be very useful for any ecommerce business owner to grow. AI-driven features are one of the cherry on top for any busy business to drive customer queries smoothly.
If you are an ecommerce business owner make your work easier with the Best Ecommerce Help Desk to unleash the power of your products amongst your customers.
Frequently Asked Questions
What is E-commerce Help Desk Software and Why Do I Need It?
E-commerce help desk software is a tool that helps online stores manage customer queries and support requests efficiently. It’s essential because it organizes all customer communication in one place, whether it’s via email, chat, or social media.
This makes it easier for you to respond quickly and effectively, enhancing customer satisfaction and loyalty. For an e-commerce business, it’s like having a virtual customer service centre that’s always open and ready to assist
How Does Help Desk Software Improve Customer Experience?
Good help desk software improves customer experience in several ways. Firstly, it speeds up response times to customer queries, ensuring that your customers aren’t waiting too long for answers.
Secondly, it provides multiple channels for customers to reach out, like chat or email, making it convenient for them. Finally, it often includes features like automated responses and FAQs, which can offer immediate assistance for common questions, enhancing the overall shopping experience.
Can E-commerce Help Desk Software Integrate with Other Business Tools
Yes, most e-commerce help desk software can integrate with various business tools, such as CRM systems, payment processing platforms, and shipping trackers.
This integration allows for a seamless flow of information, enabling you to access customer details, order history, and shipping information all in one place.
It helps in providing personalized and efficient support to customers, which is crucial in today’s competitive e-commerce landscape.
