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7 Help Desks that Address the Needs of eCommerce

Initially, customer support was a channel to deal with customers’ problems and complaints. Help desk solutions set it to a new level, and customer support took a role as a strategic point for broader sales opportunities. eCommerce can derive a lot of advantages from using a help desk to the utmost.

The first and foremost task this software handles is resolving customer queries. Additional, but not least vital features represent the following capabilities for you: build and maintain customer relationships, cherish loyalty which spurs existing customers to come and buy again, apply analytics to generate more leads from queries, provide the ground for developing competitiveness as well as compliance with the market needs.

The landscape of help desk software is varying and even overwhelming on the market. However, there are a number of solutions that will address your requirements almost on a full scale.

In this brief review, you may find tools that are suitable for small businesses and some more catering to enterprises. Also, be ready to meet some help desks that are strong in a specific aspect and others that pay equal attention to various features and problems you may have. The last one is with the more general approach to dealing with customer service. Apart from that, you will find a kind of universal option that offers the best value for the money you are going to spend. So, in no particular order, here is the list of help desk platforms to consider.

#1 Gorgias

Gorgias is built for eCommerce merchants looking to leverage automation and machine learning without losing personalization to provide an exceptional customer experience (can automate up to 20%-25% of tickets).

It pulls in customer and order information straight from your Shopify / Magento / BigCommerce store, which can be used in templates (known as macros) to keep the automated responses feeling as if a human is on the other end answering the inquiries.

It brings together all of your customer communication channels, including social media, phone, live chat, as well as emails. And leverages your favorite eCommerce apps such as Klaviyo, Attentive, and Smile.io to deliver better support.

And as your support team is freed up from not answering commonly asked questions, it gives them time to provide enhanced support and increase sales as they can give better experiences and build relationships. Gorgias has revenue statistics to measure how much money your support team is generating from sales.

It is priced per ticket count, not how many seats your team needs, so you are charged on how much value is being utilized. It’s also worth mentioning that Gorgias has a single dashboard for assigning tickets, setting prioritization, sorting the requests so you don’t miss a ticket or request from your site. If you are interested in importing your data to Gorgias, Help Desk Migration service can help.

Gorgias - the help desk software
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#2 Re:amaze

Re: amaze stands out as one of the most sufficient and reliable solutions which enables customers to contact the support team in any possible way. This software provides customer support through email, live chat, social media, mobile SMS / MMS, and others. Using its features, you can engage in conversations with clients from multiple websites and storefronts despite their amount.

Re: amaze was created with the needs of your customers and the support teams in mind. The help desk sets up numerous pre-built and custom chatbots that offer immediate solutions to the requests from your FAQ section. Thanks to the Inbox feature, your customer support members can gain access to the unified box which contains messages from all supported channels such as Instagram, Twitter, Website Chat, Facebook Pages, Facebook Messenger, WhatsApp, Email, and Voice.

Live and Chat are other important features of Re:amaze as they allow users to create smart chats so the support team can answer the customers’ requests quickly, effectively, and efficiently. Chat tracks customer-related conversation and communication within the presented channels, and then sends the data to the Live module.

As a big plus, Re:amaze offers you possibilities reporting, shared inboxes, and most importantly - satisfaction surveys. This help desk also enables you to integrate with different well-known 3rd party applications: ShipStation, Klaviyo, Stripe, Slack, MailChimp, BigCommerce, and others. You may say that it's an absolutely nice help desk software to run your customer service. In case you're considering importing data to Re: amaze, Help Desk Migration will help.

Re:amaze - the help desk software
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#3 Zendesk

If you have already made some searches on the help desk software, you have definitely met the mentions about Zendesk. This solution has been helping many companies to run their customer service and provide outstanding customer experience for years.

Zendesk enables its users with efficient help desk tools for eCommerce customer support. Along with this software, you will deal with customer emails, social media support, live chat, and phone support efficiently. Working with customer requests will be a piece of cake for your support agents. In case you would like to try Zendesk on your own, you can register now.

Zendesk distinguishes itself from other help desk software by building an integrated help center and community forum. When the customers sometimes prefer to solve their problems on their own, they tend to do it at their own pace. Help center software comes in handy to solve customers’ issues quickly, as it holds massive customer support expertise in the format of articles. Your customers have no need to send an email or make a call while using this feature.

In addition, this help desk provides you with additional help in the face of Answer Bot. It helps your support team to solve the customers’ requests using artificial intelligence. The advantages of this brainiac are availability, ease to use for agents, and simple installation. Most importantly, this bot saves the support team time while helping them manage problems faster with pre-made answers.

On top of that, Zendesk can integrate with leading eCommerce platforms like Shopify, Prestashop, BigCommerce, and WordPress. This option allows you to run customer support (via emails or social media channels) on a single screen. In that way, you can save time and productivity on the level without jumping between the two apps. If you want to migrate data to Zendesk, our service is the right choice to go with.

Zendesk - the help desk software
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#4 xSellco

xSellco help desk gives itself the title of a “purpose-built help desk for online sellers.” This help desk facilitates customer support by collecting the customer queries from social media, email, and sales channels into one place. Fast access and data ordering make it easier to manage customer requests within eCommerce requirements.

xSellco provides you with amazing features that may help to increase sales, adjust your prices, and track the customers’ level of satisfaction. As you use the repricer algorithms, you can analyze your whole inventory turnover to raise or lower the price instantly and effortlessly. The big advantage is that xSellco is an Amazon Web Services partner which ensures that you receive higher chances to sell your product faster. You can also improve your selling records by using Feedback which picks the feedback requests that target satisfied customers.

As an eCommerce help desk, xSellco offers you data integration with a list of leading shopping carts and marketplaces (e.g., Amazon, eBay, Walmart, Newegg, Sears, and Allegro) as well as social media channels (precisely Facebook and Twitter).

Concerning pricing, xSellco offers a couple of flexible options in pricing plans. Besides, the free 14 days trial and no credit card for testing the eCommerce help desk in action. If you want to change your customer support service with xSellco, you can ask us for more details.

xSellco - the help desk software
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#5 Freshdesk

Freshdesk gets a lot of praise on the internet due to its functionality, attractive UI, and free plan to use. And these features are hard to deny. The help desk is intuitive and simple UI (Yet, pay attention that different users differently evaluate these options.) Freshdesk may be a choice of small businesses and big enterprises as well. Due to the balance of the most required feature sets, this solution is considered to provide the efficient complexity of a service desk and simplicity of basic help desk toolset.

Instead of enumerating a list of “standard” help desk functionalities, it is worth mentioning the ability to keep the pulse of all customer queries. Freshdesk offers a single dashboard for assigning tickets, setting prioritization, sorting the requests, and roughly speaking don’t miss a ticket or a request from your sight.

Freddy Al holds a central stage within all Freshdesk features since it enables customers to get their answers quickly, engage them with additional information and guide them through the resolution. With the chatbot builder, you can create a bot that provides personalized support to your customers.

In addition to what has been said above, Freshdesk gives access to a collaboration tool. By using this feature, you can work with people inside and outside your company. Moreover, you can install a monitoring tool, Ticket Trend Report so that you can track how well your support team deals with the requests. Finally, you can receive a mobile application that may replicate the desktop experience.

Benefiting from multiple perspectives, Freshdesk provides the integration with the popular shopping carts (Shopify, BigCommerce, CS-Cart, PrestaShop, WooCommerce, Magento 1 and 2, Instagram, oFlow) and API integration. Still, for the second you need a tech team to manage the task. In case you are wondering about improving your support team's work with Freshdesk, find out more about data import for a successful experience.

Freshdesk - the help desk software
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#6 LiveAgent

There are dozens of help desk solutions that try to catch your attention. In the search for the perfect support, service tool take a look at the LiveAgent. This help desk for eCommerce may be just the job for your requirements. So, let’s peek up at a feature this solution offers.

LiveAgent presents its own set of important features that can ease the workflow of your support team. The most simple but important one is the “To solve” button which ensures that the members of the support team miss no tickets. With this feature, you can make sure that agents respond to tickets in accordance with their priority. This way, admins can solve the most important tickets as soon as possible.

Other cool features of this software are hybrid ticket stream and Universal inbox. The first one enables you to follow your customers through different communication channels and stay on the Ticket. You don’t have to worry about missing your customers’ email ever again.

And, we can’t forget about the ticketing module. The UI is fairly clear, and reference ID numbers track every assignment. The help desk also has an automated ticket assignment option which is a big plus. Live chat with a customization ability and file sharing is another “checked” for a great help desk and LiveAgent supports it on a high level. Some customers prefer to talk to a human while others want to find the answer themselves. This help desk enables phone support and a customizable knowledge base.

The integration with social media (Facebook and Twitter) brings the messages right away to the dashboard. No jumping between the windows. Coming next is the integration with shopping carts (Magento, OpenCart, PrestaShop, 3DCart, Shopify, CS-Cart, BigCommerce, Asana, Formidable Forms, Swan). If you are ready to switch to Live Agent, we can answer your questions concerning the migration.

LiveAgent- the help desk software
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#7 Help Scout

Ask yourself what support your eCommerce needs most of all. If you consider that email support makes your customer feel heard and satisfied then Help Scout is the right choice. This help desk solution helps to streamline the process of online support without stress and a routine.

What companies choose Help Scout? Well, roughly speaking of all shapes and sizes. It is useful and easy for freelancers and SMBs and offers some tech features appreciated by software companies.

But does it fit for eCommerce? The help desk enables a single dashboard with all customer’s data (profile, orders, previous requests, and interaction history). Your support agents will be able to see the current interaction in real-time and this way, there will be no agent collision. Plus, the analytic reports will show the workload, team performance, and overall customer support efficiency. Sounds like a good help desk for eCommerce.

Help Scout presents a very simple feature as Docs which enables you to increase your knowledge base. It can even save the irrelevant messages and replies that your support team can later use as a solution. You can synchronize it with your database and store it.

It’s needed to say that this help desk has a robust reporting feature. It enables you to schedule and prioritizes reports. You can even get a prompt that warns you when the report is ready. Nevertheless, this feature has yet another key advantage: it gives you the opportunity to track the customer’s satisfaction lever.

Help Scout supplies its users with live chat integration, as well as with shopping carts ( WooCommerce, Magento, BigCommerce, etc.) If you would like to try working with this help desk, learn about data import to Help Scout in details.

Help Scout - the help desk software
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Get a suitable help desk

The recipe for an ideal solution starts with figuring out what your eCommerce business needs most of all. Including the analysis of customer requests and team preferences to facilitate and streamline their performance. Once collected and analyzed this data, you will make a list of the features you require. And then our shortlist of help desks for eCommerce will come in handy.

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