When your consumers shop online with your brand, the best ecommerce help desk software guarantees you can provide them with the assistance and attention they require. A help desk software solution consolidates all requests for guidance and assistance from several channels into a single environment, allowing you to track client interactions over time.
Ecommerce help desk solutions also make it easy to keep track of issues your customers are facing and issues that still need to be resolved. This guarantees that you have the best possibility of keeping your clients pleased and satisfied.
Today, we’ll take a look at some of the most popular helpdesk solutions on the market to assist you in making the best choice for your ecommerce company.
HubSpot Service Hub
HubSpot’s Care Hub is one of many complete “hub” settings offered by the HubSpot team, and it’s designed to streamline sales and customer service in one handy package. In addition, this solution connects seamlessly with the rest of HubSpot’s “hubs,” allowing businesses to access sales, marketing, and customer service resources in one place.
You receive access to a comprehensive CRM with HubSpot, where you can track customer relationships and learn more about how to interact with your audience. In addition, there’s a knowledge base where you can look up useful information and a series of customer feedback surveys and reporting tools. You’ll also have access to features such as Live Chat and WhatsApp integrations.
HubSpot is an excellent choice for a variety of company users that want to provide clients with a tailored, relevant experience. If you’re using a paid package, you’ll also be able to get decent support from the team for your agents.
Pricing
Several features of HubSpot’s “Hub” technology, such as your powerful CRM, certain chat functions, and ticketing tools, are free. You will, however, need to be willing to pay a monthly fee if you want to get the most out of HubSpot.
When paying on an annual basis, costs start at around $45 per month. However, for the “Pro” package, they can quickly rise to $360 per month and $1,200 for enterprise features. If you want to use other hub packages, you’ll have to pay extra.
Pros:
- There are integrations with a variety of popular tools.
- A large number of advanced features are available.
- A wide range of marketing and sales tools are available.
- Beginner features are available for free.
- Data can be collected in various ways.
Cons:
- It can quickly turn into a costly investment
- It takes some time to learn all of the features.
Who is it most suitable for?
HubSpot is a great choice if you want a highly scalable solution for your business, with access to everything from sales and marketing tools to customer service functions all in one place. Although it is not the cheapest tool on the market, it has many useful features.
Gorgias
Gorgias, one of the most popular help desk solutions on the market, allows businesses to keep track of client interactions and manage potential problems quickly and easily. Leading companies such as RadioShack and Steve Madden have already adopted the solution. It gives teams a way to keep track of customer issues, respond to questions, and solve problems.
Gorgias will ensure that you can bring all of your team members together in a unified space, regardless of where they are located in today’s flexible working environment. As a result, it’s easier to keep track of issues that need to be addressed in the shared inbox, and you can even prioritize some of the most important tasks for your employees to handle.
There are many ways to connect your Gorgias help desk with popular store builder tools like Shopify and BigCommerce, allowing you to connect your ecommerce and help desk worlds seamlessly.
Pricing
When purchasing Gorgias, you have a few different pricing options. The basic plan starts at $50 per user per month, with support for managing up to 350 tickets and a cost of an extra $25 per 100 tickets.
Upgrading to the “Pro” plan will cost you $250 per user per month with support for up to 2,000 monthly tickets, and every extra hundred tickets will cost $25. Alternatively, there’s the “Advanced” plan for $625 per user with support for 5,000 monthly tickets, and you’ll pay only $14 per 100 extra tickets.
A custom enterprise pricing package is also available if you have specific requirements.
Pros:
- An excellent, comprehensive help desk with issue tracking
- The backend environment is easy to use and intuitive
- Larger companies will find it scalable.
- Automation capabilities are excellent.
- It’s compatible with a variety of website-building applications.
Cons:
- It can quickly become prohibitively expensive.
- Smaller businesses may not be able to afford it.
Who is it most suitable for?
Gorgias is best suited to larger businesses that operate omnichannel stores across multiple platforms. With extensive automation and insightful reporting tools, the technology will assist you in keeping track of service requests.
Freshdesk
Freshdesk is an award-winning cloud-based customer service solution designed to keep businesses and their customers connected. This low-cost, surprisingly simple-to-use solution is jam-packed with useful features for bettering community service. Standard features include fast and efficient ticketing and an information center, automation, and a community center.
Freshdesk offers a variety of collaboration and ticketing tools for agents of all sizes, including private notes, notifications, and chats when a new agent is assigned to a ticket. These features contribute to increased productivity and allow you to focus your efforts on providing customers with meaningful experiences.
Freshdesk, like many other leading helpdesk solutions, allows users to manage all of their customer inquiries in one place. This allows agents to spend less time looking for information and more time working on important tasks.
Pricing
Freshdesk offers a free option for simple social ticketing and email communication. So if you’re a small business with a limited budget and don’t require a lot of advanced features, you can use this free option. Paid packages start at £12 per month per agent for the “Growth” option and rise to £35 per month per agent for the “Pro” option.
There’s also an “Enterprise” package available, starting at £60 per month per agent and including a slew of extra features. In terms of functionality, the more you pay, the more you can expect.
Pros:
- Customer service routing and support are excellent.
- Across multiple channels, omnichannel assistance is available.
- Excellent APIs and integrations
- Beginners will find it simple to use.
- There are a lot of bot tools and AI capabilities.
Cons:
- There is a low learning curve because of the wide range of features.
- Smaller businesses will benefit the most.
Who is it most suitable for?
If you’re a small business owner searching for an easy-to-use solution for helpdesk management, Freshdesk is a great choice. It’s convenient, packed with useful features, and even has a free version for beginners.
LiveChat
LiveChat is a popular and simple-to-use help desk software that helps ecommerce business owners integrate live chat technology into their websites. With live chat, you can connect with your customers across several platforms and manage all of your interactions in the same help desk environment.
It’s much easier to improve customer engagement and track the customer journey now that you can connect the same Live Chat account to several widgets across different websites.
While LiveChat isn’t a help desk application, it is a solution for providing service and assistance to your target audience. This might make it a wonderful tool for improving customer satisfaction. You can also integrate LiveChat with HelpDesk, a Live Chat-developed email management platform.
The HelpDesk system will be included within the LiveChat app due to the integration, allowing you to manage many discussions in one place.
Pricing
The LiveChat price starts at roughly $16 per month per agent if you’re prepared to pay annually. You’ll be paying roughly $33 per month per agent after upgrading to the “Team” option.
For $50 per agent per month, the “Business package” supports many customers, and Enterprise customers can have a custom price package if they need to interact with large groups of customers at once.
Pros:
- In the chat, you have access to all customer information.
- Integration with HelpDesk for multichannel customer service tracking
- For better business decisions, use analytics and insights.
- For all types of agents, it’s simple to utilize.
- Integrations with existing tools are fantastic.
Cons:
- Chat isn’t a complete help desk solution in and of itself.
- At times, the system may lag.
Who is it most suitable for?
LiveChat is ideal for enhancing your help desk strategy with live chat customer assistance. This technology is simple to use and integrates seamlessly with HelpDesk.
Zendesk
Few people working in the help desk industry are unfamiliar with “Zendesk.” Zendesk, which is known for providing a wide range of tools for customer service, sales, and support, connects with several popular ecommerce platforms, allowing you to add it to your store quickly.
The Zendesk platform is well-known for its ease of use, allowing businesses of all sizes to implement next-level customer support quickly. The system includes a comprehensive sales and support suite, talk, chat, selling capabilities, and a collaboration system to give great customer care.
You can reach out to and help your customers on any channel throughout their commerce customer journey with omnichannel integrations. You’ll also have access to immersive data analytics and reporting tools, allowing you to collect key KPIs for your company’s success.
Pricing
The “Service” part of the pricing page contains Zendesk’s helpdesk technology prices. For around £39 per month, you’ll be able to get started with a package of high-quality capabilities like voice, live chat, email, SMS assistance, and ticketing.
You’ll need the Growth Suite, which costs $79 per month per agent, or the Professional Suite, which costs $99 per month per agent and includes high-quality omnichannel service tools, to access other capabilities like extensive automation and reporting. Depending on your needs and the degree of assistance you require, the Enterprise solution starts at roughly $150 per agent per month and goes up to $215 per agent per month.
Pros:
- Excellent customer service and assistance.
- Several tools in a simple-to-understand manner
- It’s ideal for team collaboration and communication.
- There are numerous reporting and analytics solutions available to assist with insights.
- Built-in automation capabilities
Cons:
- The cost of advanced packages might be rather high.
- The capability for sales and service must be purchased separately.
Who is it most suitable for?
Zendesk is a superb option if you’re looking for a fantastic platform to help modern teams. Additionally, this product is great for hybrid customer care teams or remote professionals who need to work together to serve clients.
HelpDesk
HelpDesk is popular and very simple ticketing and customer assistance system. Companies may simply track client discussions from various environments in a single environment with this technology. A fourteen-day free trial is available to evaluate your functionality and access for numerous users.
The unified inbox is at the heart of HelpDesk, allowing you to keep track of all customer communications in one place. It’s simple to combine tickets in this environment using filters and custom tags. You may also use lists to figure out which consumers require the most “priority” attention.
Various automation options are also included in the entire HelpDesk environment. This is a great option if you’re one of the numerous companies trying to save time and money by automating normal and repetitive chores for team members. In addition, the Helpdesk ecosystem now includes AI systems to assist you in intelligently automating your workflows.
Pricing
HelpDesk is reasonably priced, with the basic version including simple email and ticket management, starting at roughly $4 per month. The “Team” system will cost roughly $19 per month per agent, and if you need certain tools and technology built-in, there is a dedicated Enterprise option with special pricing.
HelpDesk offers a 14-day free trial, allowing you to evaluate the technology’s performance without submitting any credit card information.
Pros:
- For easy customer service, use a unified inbox management system.
- There are numerous automation and workflow options available.
- Subscriber segmentation, tags, and lists
- With a free trial, the pricing is reasonable.
- AI solutions that are easy to use
Cons:
- For larger firms, it may not be broad enough.
- Customer service has some restrictions.
Who is it most suitable for?
HelpDesk is a dependable and simple-to-use tool ideal for novices looking to get started with customer support as soon as feasible. Even better, the technology interacts swiftly with the technology you already use, allowing you to get started as soon as feasible.
UVDesk
UVDesk is a cloud-based program with a slew of cool features. It’s designed to help businesses optimize processes and boost employee productivity. UVDesk enables businesses to track everything they need to know about their audience in one place, thanks to automation and cutting-edge technology.
UVDesk’s versatility is one of its best features. With live chat functions and automated solutions for frequently-asked issues, the system can build tickets from various emails, social media comments, and messages. As a result, it’s much easier to search down business data when you have a lot of information. There’s also an automated chat feature for swiftly answering frequent questions.
UVDesk is also very easy to customize so that you may tailor the functionality to your requirements. UVDesk makes customer service considerably easier by providing excellent customer service and the flexibility to manage various markets and stores from a single location.
Pricing
UVDesk offers a free “open source” solution that includes all specific functionality for an unlimited number of agents, but you must understand how to utilize the code appropriately. The Pro plan, which includes ecommerce integration, social network apps, forms, and agent reports, starts at $11 per month if you don’t want to deal with the headache of an open-source environment.
Enterprise plans begin at $36 per month and include at least two agents’ assistance, ecommerce multichannel functionality, and an unlimited mailbox.
Pros:
- A backend that is simple to use and has a lot of features
- There are various price choices available, including one that is completely free.
- Automated responses and a convenient set of chat functions
- If you can manage open-source software, it’s great for scalability.
- Excellent client service
Cons:
- For some, an open-source solution may be tough.
- There isn’t a lot of help for larger businesses.
Who is it most suitable for?
UVDesk is an excellent choice for small businesses searching for a simple and flexible open-source solution. In addition, this solution is ideal for businesses that have no qualms about employing open-source software.
HappyFox
Another amazing customer satisfaction tool for expanding your online business is HappyFox. This cloud-based software is simple for your support team to use, making it an excellent choice if you’re new to helpdesk technology.
By automatically creating tickets from social media, email, and chatbot communication channels, HappyFox technology helps enhance response time. In addition, these tickets all end up in the same basic mailbox, making it easier for your staff to manage them.
There are no additions required to use HappyFox to its full potential; everything you need is already built within the technology. In addition, you can cut down on the number of hours you’d normally spend manually managing customer support requests if you didn’t use customer service software because of the automation features.
Pricing
HappyFox’s price begins with a 14-day free trial to allow you to evaluate the software. After the first paid plan costs $29 per month, up to $49 for the Growth plan and $149 for the “sale” plan. The “Scale Plus” plan, which costs $299 per month, is also available.
The higher your package price, the more chats you can handle. All subscriptions include limitless agents, but talks range from 500 per month on the smallest plan to 20,000 per month on the most expensive.
Pros:
- Excellent for team collaboration.
- Templates and a knowledge base for automation
- Surveys are great for identifying problems, pain points, and potential solutions.
- Great customer service with wise instructions available 24 hours a day, 7 days a week.
- Notifications via email and phone have been updated.
Cons:
- Initial setup is difficult.
- In some circumstances, there may be some notice delays.
- Access to mobile apps is restricted.
Who is it most suitable for?
HappyFox is perfect for assisting various agents in your customer service operations. Every package includes limitless agents and additional talks if you pay annually.
Kayako
Kayako is a full helpdesk software designed to assist you in providing outstanding service and is an extremely popular option for support ticket management. Incoming inquiries might come from various sources, including your ticketing system, self-service chatbots, and more. If you require it, you can also integrate it with live-chat software.
Kayako offers a variety of customer assistance templates and guidance in a variety of languages, making it ideal for businesses with international customers. In addition, conversations and tickets may all be customized, allowing you to provide a branded experience for the finest help desk possible.
Your e-commerce business can also have a mobile app, allowing you to access client data and your ticketing system while on the go. Kayako can assist you in establishing a solid relationship with clients through numerous e-commerce platforms.
Pricing
Kayako pricing attempts to be as straightforward and straightforward as possible. A comprehensive cloud software solution with a comprehensive support center, live chat, performance reports, and more starts at $30. The “Scale” subscription costs $60 per month, whereas the “On-Prem” option, which includes on-premises capability, costs $59 per month.
Advanced reporting, superb customer service, and a single-view inbox for tracking everything are included in the various packages.
Pros:
- Organizes tickets into folders so that they can be assigned to teams.
- To refer to the entire history of communication ticketing
- For immediate customer responses, use live chat.
- Excellent client service and guidance
- Customization is a breeze.
Cons:
- The interface isn’t the most user-friendly.
- Customization choices are limited.
- Integration isn’t very mature.
Who is it most suitable for?
Kayako is great for corporate leaders that want their help desk support staff to work seamlessly no matter where they are. It offers a mobile app for service workers and is ideal for multichannel customer service for your online store.
Re: Amaze
Re: Amaze is a real-time ticket management application for support agents designed to help you compete in today’s market. This solution may assist you with anything from automated chatbots to message templates and live chat, allowing you to meet your SLA obligations.
Re: Amaze connects with your online store building tools with various service desk alternatives, going beyond the standard FAQs you can offer on eBay and Amazon. You can synchronize your support channels with a single inbox and consolidate support sites into a single location.
Excellent built-in reporting features keep conversations current and structured, with an automatic set of workflow choices to keep things going along efficiently. Customer satisfaction questionnaires are also available.
Pricing
There are several purchasing choices for Re: Amaze, including a free trial. The premium packages start at $29 per month for the Basic offer and go up to $49 per month for the Pro package, which includes the ability to support numerous brands on a single account.
Plus is the most expensive package, costing $69 per month per team member, but it includes incredible staff performance reporting, FAQ article editing history, and much more. There are also several Enterprise choices.
Pros:
- Excellent customer service that is thorough and helpful.
- It’s cheap, light, and simple to operate.
- Shopify integration is seamless.
- All customer information is displayed.
- The first setup is basic and straightforward.
Cons:
- Problems with Facebook integration
- Is the medical field HIPAA compliant?
- Filtering spam isn’t ideal.
Who is it most suitable for?
Re: Amaze delivers amazing, lean helpdesk functionality for firms who wish to develop quickly. It can also work with popular platforms like Shopify.
Choosing the Best Help Desk Software for Ecommerce
There are many help desk choices available today, ranging from Magento and Shopify-specific solutions to multichannel customer assistance tools. So whether you choose Help Scout, Kayako, or Live Chat, conduct your study and choose the solution that will provide the greatest support to your target population.
