The business world has evolved into the world of e-business, and thus giving the best customer service has become a key to success. As the number of online shoppers rises, it becomes difficult to handle and respond to the many queries from customers. That is where Customer Support Tools for E-commerce Platforms come into play.
These are tools developed to assist e-commerce stores in delivering convenient, efficient, and satisfactory customer relations on different touch points, including email, chat, and social media. They help make sure customers are replied to as soon as possible, hence increasing the level of satisfaction and loyalty. No matter if you are a small business owner or managing a large company.
it is critical to have appropriate customer support instruments to improve the capabilities of providing proper support and answering customers’ questions.
In the next section of this article, we will look at some of the most effective customer support solutions for e-commerce sites and the attributes that ensure that they are essential to companies who are seeking to deliver outstanding service.
Why Choose Best Customer Support Tools for E-commerce Platforms?
Choosing the right customer support tool for your e-commerce platform is important because it determines customers’ satisfaction, their loyalty, and the image of the business. With the advancement of e-commerce at large, businesses must be present at various points of contact, where they have real-time engagement and conversation with customers.
- Improved Response Times: The use of automated tools is effective in that it provides fast response to customers thus minimizing delay.
- Centralized Communication: Multichannel support means that all the interactions with customers are handled from within the same system.
- Boost in Productivity: The right tools offer automation, so it can reduce time on mundane activities such as handling tickets and frequently asked questions.
- Enhanced Customer Experience: It is found that more effective is the use of live chat and self-service options and the result is higher engagement and satisfaction.
- Scalability: Customer support tools can be scalable to meet the increasing number of queries as your e-commerce platform develops.
- Insights and Analytics: They assist in monitoring of some performance indicators and also cater for customer satisfaction.
Key Features to Look for in Customer Support Tools
- Multichannel Support: The electronic communication channels that e-commerce organizations use in their interaction with the client include Web mail, Web chat, Social media and telephone. As it is ideal that all these interactions are to be managed from a single interface for the convenience of the company to handle one customer’s queries.
- Automated Ticketing System: The automation solution is important to be able to provide appropriate answers to the customers’ questions. Look for ways through which tickets can be produced and disseminated based on the problem, customer, or its sensitivity. As it will be seen, this makes work easier by avoiding situations where some customer queries are not responded to.
- Live Chat and Chatbots: Instant messaging is required for the possibility to get help quickly with the customer’s questions. Many customer support solutions have integrated self-service bots for common inquiries and transferring any complex inquiries to human experts to meet the satisfaction of the customers’ needs in the shortest time possible.
- Knowledge Base & Self-service Portal: Letting the customers look for the answers on their own with the assistance of, perhaps, the most advanced knowledge base or self-service section helps to reduce the volume of the support tickets and make the clients happy.
- Analytics & Reporting: Response time, resolution rate and customer satisfaction metrics is gained through the evaluation of specificity. It shows the areas that should be given attention and allows different organizations to apply data in improving customer relations.
- Scalability: Due to the increasing business on the e-commerce platform, the customer support tool must be capable of responding to a large number of question while maintaining efficiency. In choosing the type of applications to be used, it should be considered if the applications that can add new features as well as have their prices changed to address the need of the growing firm are available.
10 Best Customer Support Tools for E-commerce Platforms
1. DevRev
DevRev is mostly aimed at e-commercial platforms and it is a CRM that integrates customer service and product development. Originally created for more engagement with clients and gaining information from them, DevRev has ticketing and product issue tracking. Its artificial intelligence analytical function enables the firms to assist businesses in enhancing their understanding of customers’ needs and the services they offer to its users, making it relevant to those dealing with customer-focused product development.
Key Features:
- AI-driven support automation
- Third-party integrations
- Omnichannel Support
- Customer support operations scalability
- Knowledge base development
Pros:
- Seamless communication between developers and support teams
- Highly customizable workflows
- Robust analytics
Cons:
- Limited third-party integrations
- The learning curve for beginners
Pricing:
- Starter: $19.99 per user/month
- Pro: $59.99 per user/month
Rating: 4.7/5
Website: https://devrev.ai/
2. Zendesk
Zendesk is usually a widely recognized client support program that offers customer relations products. Its ticketing system, live chat, and integrated knowledge base offer immense value to e-commerce platforms by delivering exceptional customer service across different departments. While Zendesk is a popular choice, exploring Zendesk alternatives can provide additional options that may better suit specific business needs. With features like automation, personalized responses, and powerful analytics tools, Zendesk is designed to enhance customer service and improve team productivity.
Key Features:
- Ticketing System.
- Multi-Channel Support.
- Self-Service Knowledge Base.
- Chat, Messaging, and Phone Support.
- Analytics and Dashboards.
- Automation, Workflows, and Macros.
- Customization and Integrations
Pros:
- Extensive integration options
- Scalable for businesses of all sizes
- Intuitive user interface
Cons:
- Pricing can be expensive for small businesses
- Limited reporting features in lower-tier plans
Pricing:
- Support Team: US$ 19per agent/month billed annually
- Support Professional: US$ 55 per agent/month billed annually
- Support Enterprise: US$ 115 per agent/month billed annually
Rating: 4.5/5
Website: https://www.zendesk.com/
3. MailChimp
MailChimp is one of the most popular e-mail marketing service provider company but it also offers customer support solutions to the online shops. It helps organization to handle incoming messages and interact with other applications in a CRM system. Since e-commerce stores use MailChimp to segment the users, stores can send specific support emails and care about customers, which should lead to more interaction and loyalty.
Key Features:
- Unlimited seats & audiences
- Included Migration support
- Included Customer success manager
- Priority phone support
- Included Dedicated onboarding
Pros:
- Excellent email marketing integration
- Affordable for small businesses
- User-friendly interface
Cons:
- Limited to email-based support
- No live chat or ticketing system
Pricing:
- Free plan available
- Standard:₹575 for 12 months
- Premium: ₹11,500 for 12 months
Rating: 4.3/5
Website: https://mailchimp.com/
Also Read: MailChimp alternatives
4. LiveAgent
The live chat software available in LiveAgent combines features of help desk solution for live chat, ticketing and social media support. As designed for the ecommerce websites to enhance the customer experience it gathers all their dealings in one place thus permitting quicker feedback. Adding services like real-time chat or users’ access to a vast knowledge base, LiveAgent may increase customer satisfaction and reduce the pressure on communication.
Key Features:
- Access Controls/Permissions
- Activity Dashboard
- Alerts/Notifications
- Access Controls/Permissions
- Account Management
- Agent Interface
- Alerts/Escalation
Pros:
- Affordable pricing
- Fast and responsive live chat
- Supports numerous integrations
Cons:
- UI can be overwhelming for new users
- Limited customization options
Pricing:
- Small business: $9/agent per month billed annually or $15 monthly billing
- Medium business: $29/agent per month billed annually or $35 monthly billing
- Large business: $49/agent per month billed annually or $59 monthly billing
- Enterprise: $69/agent per month billed annually or $85 month-to-month
Rating: 4.4/5
Website: https://www.liveagent.com/
5. Freshdesk
Freshdesk provides an e-commerce cloud-based platform for customer support. It has the capability to support customer on several channels such as through email, live chat, phone and social media. Freshdesk integrates automation, tickets, and team collaboration options to increase the performance of a team and provide excellent customer experience. They also aid in delivering powerful reporting on how support strategies for businesses can be enhanced, and customer satisfaction can be enhanced over time.
Key Features:
- Automation
- Self Service
- Reporting & Analytics
- Customizations
- Secure Helpdesk
- Compare Helpdesk
- Helpdesk Software
- Remote Support
Pros:
- Free version available for small teams
- Advanced automation features
- Easy-to-use interface
Cons:
- Can get expensive for larger teams
- Limited customization in lower-tier plans
Pricing:
- Free
- Growth: ₹999 /agent/month, billed annually
- Pro: ₹3,599 /agent/month, billed annually
- Enterprise: ₹5,699 /agent/month, billed annually
Rating: 4.6/5
Website: www.freshworks.com/
6. Slack
Slack is a communication app for teams and also, when connected with other help desk services, it also becomes a customer support app. Slack can also be help the e-commerce teams in dealing with the real time customer queries and for internal communication. Because of dedicated channels, the groups can respond to customer complaints quickly and in unison, making it a highly effective tool for both inter- and intra-organizational communication.
Key Features:
- Real-time messaging
- Multimedia support
- Channel-based communication
Pros:
- Real-time collaboration
- Easy integrations with popular support tools
- Intuitive and user-friendly interface
Cons:
- Not a standalone customer support tool
- Needs integration for full support features
Pricing:
- Free
- Pro: ₹245.25/mo
- Business+: ₹422.10/mo
- Enterprise Grid: Contact sales for pricing
Rating: 4.4/5
Website: https://slack.com/intl/en-in
7. Help Scout
It is a tool that focuses on e-commerce businesses that aim at delivering custom support services to their clients. With help of it businesses can control customer interactions through email, live chat, and a knowledge base. The aspects such as a shared inbox and automation help the teams at Help Scout to work together on customer-related issues. By providing real-time information on client engagement, Help Scout helps to improve the quality of customer relations.
Key Features:
- AI Assist
- API integration
- Self-service portal
Pros:
- Great for small to medium-sized businesses
- Easy to set up and use
- Excellent customer service
Cons:
- Limited advanced features compared to competitors
- Lacks built-in live chat functionality
Pricing:
- Standard: $ 22 per user per month (limit 25)
- Plus: $44 per user per month
- Pro: $ 65 per user per month (10+ users)
Rating: 4.5/5
Website: https://www.helpscout.com/
8. Olark
Olark is a live help solution that is especially designed for e-shops, which allows for real time support. Using such features as automatic chat replies; detailed statistics; and compatibility with other CRM applications, Olark guarantees that the customers’ queries will be processed promptly. It has a simple design that enables firms to interact with website users before they leave, thus increasing the conversion rate and customer satisfaction.
Key Features:
- Searchable transcripts
- Accessible live chat
- Automation
Pros:
- Easy to integrate into websites
- Affordable pricing
- Quick and responsive customer support
Cons:
- Limited to live chat functionality
- Basic reporting features
Pricing:
- Olark Standard: Starting at $29 per month
Rating: 4.3/5
Website: https://www.olark.com
9. Buffer
Buffer is a social media scheduling application but includes customer engagement elements for commerce sites. They enable businesses to address customer concerns and engage with such concerns across the many social sites. Scheduling and analytics options of Buffer allow e-commerce companies to answer their clients’ questions quickly and increase their interaction level with consumers on social media platforms.
Key Features:
- Image creation
- Team management
- In-depth analytics
Pros:
- Affordable for small businesses
- Easy to use
- Great for managing social media inquiries
Cons:
- Limited customer support features beyond social media
- No ticketing system
Pricing:
- Free plan available
- Essentials: $5/ monthly for 1 channel Billed at $72 and $60 yearly
- Team: $10 / monthly for 1 channel Billed at $144 $120 yearly
- Agency: $ 100 / monthly for 10 channels Billed at $1440 $1,200 yearly
Rating: 4.2/5
Website: https://buffer.com/
10. Pipedrive
Pipedrive is an application to manage sales and customer relations for e-businesses helping to organize communication. It provides a visual flow allowing for observation of clients’ activities and submitted tickets. With Pipedrive, e-commerce platforms can easily automate customer replies, sort support tickets, and guarantee follow-ups thus enhancing customer service.
Key Features:
- User permissions and visibility
- Sales pipeline analysis
- Team CRM
- Revenue management software
- PandaDoc CRM integration
- Messenger CRM integration
Pros:
- Simple and intuitive interface
- Excellent for managing customer relationships
- Flexible pricing options
Cons:
- Limited to CRM and sales features
- Not a dedicated customer support tool
Pricing:
- Essential: US$12 Per seat per month, billed annually
- Advanced: US$ 24 Per seat per month, billed annually
- Professional: US$ 49 Per seat per month, billed annually
Rating: 4.4/5
Website: https://www.pipedrive.com/
How to Choose the Right Customer Support Tools for E-commerce Platforms
- Identify Your Business Needs: Different e-commerce platforms will require different things. Identify your business requirements that include the number and nature of customer contact, type of questions asked, and customer-preferred contact modes that include live chat, emails, or social media.
- Evaluate Multichannel Support: Your customer support software must be capable of attending to customers’ queries from email, live chat, social media, and phone. Select tools that fit into your present channels of communication to provide a coherent customer experience.
- Look for Scalability: Since being an e-commerce platform means being engaged with the customer, with time the number of questions that customers will have will also be growing. Choose a tool that can grow together with the business – where you can add more agents or extra options and not decrease the level of agents’ service.
- Check Automation Features: Some of the enablement features include, but are not limited to, the following; Chatbots, auto ticketing, and managing workflows. They help minimize repetitive tasks and contribute to the improvement of the work of your customer service department.
- Think of integration with currently used forms: Make sure the customer support tool you select can be combined with the other systems you are employing like the CRM, inventory or e-mail marketing systems. This will enhance data flow which in turn improves customer management.
- Ease of changing prices and budget: The customer support solution have their unique cost structures or models. It is essential to compare features, user limits, and scalability to make sure that chosen tool wouldn’t be too expensive for your e-commerce platform while at the same time providing all necessary features.
Conclusion
The customer support tools you pick for your e-commerce platform play a central part in offering great service and improving customer satisfaction. What many organizations especially those dealing in customer goods have realized today is that customers want attention at the right and adequate time through multiple touch points especially due to the e-commerce business.
There are numerous instruments available for increasing the efficiency of multichannel communication, automation, and analysis in response rates and customer satisfaction. Despite the number of questions ranging from a couple of them to thousands, the proper tools for customer support help with querying, speed up the processes, and exclude the possibility of a customer’s impression while waiting for the answer.
The advantage of using high-quality tools are: high level of customer satisfaction that leads to customer loyalty a critical component of the growth of the business.
FAQs
1. That brings us to the question, why are customer support tools relevant to e-commerce platforms?
They assist in the proper handling of inquiries, reduce response time, and increase customer satisfaction across various interfaces.
2. What important aspects customer support system should incorporated for e-commerce companies?
Search for multichannel support, live chat, automation, scalability, end user solutions and analytics.
3. In what way can e-commerce companies benefit from using live chat?
Live chat is therefore instant thus promoting faster problem-solving and high customer satisfaction.
4. Whether small e-commerce companies can afford customer support tools?
Indeed, most tools available are low-cost or have free versions, making them suitable for small businesses.
5. What part does helpdesk software play in e-commerce customer care services?
Helpdesk software enables ticket tracking, organizes tasks, and offers analytics data on support center operations.
