As e-commerce is increasingly present on digital platforms today, it is essential to address the customer-related sector. If you want to better distinguish messages from colleagues and correspondence with other people in related industries from customer support inquiries, you need help desk solutions. Why do we need customer service? It was first used as a way for customers to make specific complaints, suggestions and thus solve particular problems. Today, it is already on a completely different level.
By creating a #customer support service, you can systematically solve customer issues and concerns. To reduce the time spent tracking all the data in #email chains, you can use a support software instead. Click To TweetThis kind of software also ensures that customers connect with suitable agents, who will provide them with adequate assistance and provide answers to all questions. The software further speeds up the work and provides detailed and in-depth information about your customers.
A crucial, sometimes even vital element of any company is customer feedback, which helps with collecting valuable data. With the simplicity of the entire support service as a crucial element in the business chain, the functioning of your e-commerce or any other business takes on a new meaning. Here is a list of several customer support software that you can implement into your e-commerce stores.
1. Help Scout
This is a customer support software that simplifies the entire network support process without additional stress. The software raises automation to a new level, where recognizing customer needs takes on a new meaning. History of conversations between clients and specific agents is stored, and automatic answering of frequently asked questions is enabled.
All of this aims to nurture a relationship with your customers, with faster and more accurate responses. Help Scout offers customers a solution in live chat, also known as “Beacon,” which saves a lot of time and effort. The software can easily integrate with many other applications and tools such as Trello, Slack, Facebook, Gmail, Jira, Asana, plus several e-commerce solutions.
Help Scout is compatible with Shopify, WooCommerce Zapier, SamCart, Meteoric, etc. It offers a 15-day free trial, and for those a little more advanced, you can use one of the pro packages at customized prices.
2. Zendesk
With its countless possibilities, Zendesk can be useful to most businesses, from small and medium enterprises to multinational companies. Ticket sales, a wide range of integration options, phone call recordings, asset tracking, connected call centers, call reporting, categorization, content management and creation, customer management and segmentation, all the way to real-time chat and service catalogs are included in this fantastic software.
You can view all of the inquiries and chats in one place, whether they be emails, phone calls, etc. It provides practical tools to solve problems regarding social media or email. What sets it apart from other software is building an integrated customer support center and creating a community.
This center provides tremendous expertise by many agents in the form of articles available to customers. That way, your customers don’t have to make a phone call or send an email with an inquiry because they have all the answers in one place.
Another option is using a chatbot, which uses artificial intelligence to save the customer support team’s time in solving problems with answers. As a powerful and flexible software, it is designed for the needs of any business and type of e-commerce, which can also integrate with Shopify, Prestashop, BigCommerce, and WordPress.
3. Re:amaze
Re:amaze is a customer support solution and platform for communicating with customers to better your business’s relationship with them. It is designed to provide an excellent experience for your customers. It offers solutions for managing teamwork, making shared inboxes, customer satisfaction surveys, and answering frequently asked questions.
It is designed and intended for all companies, from startups to companies focused on e-commerce with multiple online shops. Re:amaze has automated chatbots, the ability to chat live, combining several sites in one place.
The benefits of software activation are displaying all customer data, integration with other platforms, including Shopify, BigCommerce, MailChimp, Stripe, and Klaviyo. If you need to import data within this software, there is an option called Help Desk Migration that does just that. It comes with a free trial and other packages that come at an additional cost.
4. Gorgias
The following software we will present on our list is Gorgias. Using this software, you can automate multiple tasks, have access to so-called smart autoresponders, and easily integrate live chat into your website. It is important to emphasize that it is designed exclusively for Shopify and can be easily integrated with Magento and BigCommerce. With its help, communication will be simplified to focus on quality support.
Gorgias can automate the sorting and updating of queries by sending them to the right place and thus saving your precious time. All customer histories are archived, so you can access the same data at any time. The process of setting up and activating software can be complicated at first, but once you overcome that hurdle, everything else is effortless.
What sets it apart from other software is the statistics option that measures your team’s money spent for customer support over some time. It is also important to mention that the software has a dashboard designed to prioritize and sort requests to not cause any flaws in your website. In just a few minutes, you can try out the trial version and see for yourself why this is one of the best software rated on Shopify.
Final Thoughts
Now you have basic information about e-commerce customer support software in one place. Customer services have advanced dramatically from year to year due to global changes in retailers’ demand.
Once you determine what it is, you will be able to optimize and help your customers in the best way possible. When you put all these elements together, in the end, you need to choose the options that actually suit your business, so all the work you’ve done actually makes sense.