Do you know that 90% of Americans use customer service to decide whether to do business with a company or not? Thus, customer service is important and e-commerce customer service software enables you to provide quick and 24X7 customer support.
If you are looking for the best ecommerce customer support software, then you are at the right place. Here we have curated 10 such software that will help you choose the best.
So, let’s dive in and have a look at the contents of this article:
4 Benefits Of E-Commerce Customer Service Software
Here are the top 4 benefits of e-commerce service software that you should check before moving further into the article:
Customer service software usually comes with a chatbot that allows you to attend to your customers in real-time and solve their queries. These chatbots ensure that you provide a swift resolution.
Moreover, if the query is complex and can not be handled by the bot, it automatically creates a ticket and let your customer support agents resolve it. This ensures that your customers get insightful resolutions.
Customer service software collects and assigns tickets to your agents. It equally distributes the tickets among your agents and makes sure that they all work equally. Though, you can set the workflow and decide which type of ticket ( IT, Accounting, etc. ) should reach a particular agent.
Your employees can easily communicate and solve a complex query using a shared inbox feature that comes with customer support software. This feature will ensure that no false information is provided to the customers.
Moreover, the software has canned responses that assist your agents in quickly replying to your customers.
A knowledge base provides self-service to your customers and employees, resulting in less ticket creation and quick support. E-commerce customer service software allows you to create and manage a knowledge base. You can create an internal and external knowledge base to assist your employees and clients.
10 Best E-Commerce Customer Support Software
Let’s have a look at the best eCommerce CRMs that you can integrate with your business:
Helplama Helpdesk comes with an AI chatbot that assists you in attending to your customers in real-time and solving their queries using knowledge base articles. It even provides workflow automation that allows you to perform activities like merging tickets from the same server, deleting duplicate tickets, etc. with ease.
Gorgias allows you to provide customer support on platforms like email, social media, live chat, voice, and SMS. It even comes with a satisfaction survey that collects customer reviews allowing you to know how your brand is performing.
Freshdesk’s automation alerts your agents for a potential lead so that they can upsell, cross-sell, or sell trials to them. It also has a health check that shows you which customers need more attention so that you can reduce your churn rate.
Hubspot comes with five different software that performs different tasks like marketing, sales, customer support, and more. This allows you to integrate the software that you require and save on your spending. Hubspot’s customer service software comes with a customer portal that allows customers to view their ticket status and talk to agents proactively.
Zendesk’s answer bot allows you to build a conversation workflow and answer simple queries like how to change the password, how to log in, and more with ease. It assists you in providing omnichannel support on channels like Whatsapp, Facebook, SMS, and Instagram.
UVdesk has a feature called ticket administrator that converts emails into tickets. This feature also allows you to delete ticket threads, forward tickets, create secret notes, and so on. You can even integrate with multiple eCommerce platforms like eBay, Amazon, Etsy, and more.
Help Scout allows you to get customer profile data and conversation history which you can use to sequence your customers. Moreover, it allows you to prioritize your customers and send them personalized messages.
Front can provide customer service in various industries like manufacturing, B2B technology, logistics, and more. It can even help you automate customer support with the help of its bot. You can also curate CSAT surveys to check your customer’s satisfaction level.
With Happyfox you can create team canned responses that only a particular team can use. You will even get a search bar to locate different canned responses and provide a quick resolution to your customers.
Kayako’s shared inbox has a rookie feature that allows you to train your new joiners with the help of experienced staff. It even stores conversations from email chains so that it’s easier for you to gain knowledge on the topic.
Now, in the end, we hope that this article would help you choose the best eCommerce customer service software.
Here, we have also listed some benefits of integrating with a CRM in case you have some doubts in your mind.
Mostly all the above-listed software comes with a free trial which you can use and choose the best for your business.
However, if you are looking for software that assists in shipping your orders, then you should try ShipSaving.
It allows you to buy and print shipping labels in just 30 seconds and it even has a shipping calculator that allows you to calculate the cost of shipping across different partners.
So what are you waiting for? Start your free trial now!