With rapid digitization, online shopping is growing at a blistering speed. Especially after the pandemic, the shift toward online shopping has increased at an even fast pace. According to Statista, in 2020, there were 256 million digital buyers in the United States. This number is projected to increase to 291.2 million online buyers by 2025.

With this tide of customers turning towards the digital space, what businesses need to adopt is to focus on Customer Service. E-Commerce customer support service ensures-

  • Fast, efficient, and seamless customer experience,
  • Saving time and effort,
  • Customer satisfaction, and retention,
  • Collection of customer data.

Numerous tools and platforms provide competitive customer support, Reamaze being the most popular, but you need to check these alternatives before investing in your customer support tool.

  1. Helplama Helpdesk
  2. Richpanel
  3. DelightChat
  4. Gorgias
  5. Zoho Desk
  6. Zendesk
  7. Freshdesk

1. Helplama Helpdesk

Helplama

Image Source: helpdesk.helplama.com

Along with all the basic help desk features, Helplama Helpdesk has extensive automation capabilities, whether they be in the fields of customer support, marketing, or agent onboarding.

You also get to hire trained customer service professionals from their marketplace.

Unlike Reamaze and most helpdesk software, it facilitates automated agent training and testing based on YOUR past customer interactions.

And, if you are in ecommerce, Helplama’s automated reviews collection and self-service returns center would be icing on the cake!

Pros:

  • Unlimited tickets with every plan
  • Automated order tracking with every plan
  • Live chat, voice, and native social media integration with every plan
  • Native Shopify, Woocommerce, and Magento integration
  • Customizable Knowledge Base

Cons:

  • No marketing automation in the standard plan
  • Includes up to 3 users in all plans, +$29/month for each extra user

Pricing:

  • Standard: $99 per month for up to 3 users
  • Pro: $199 per month for up to 3 users
  • Enterprise: $399 per month for up to 3 users

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2. Richpanel

Richpanel

Richpanel is an easy-to-use customer support tool designed for eCommerce and DTC brands. Richpanel makes tracking, managing, and solving queries easy.

Pros:

  • Its self-service portal is quite popular with the clients, allowing customers to get answers on their own.
  • All the customers’ information, live chat, and conversation history are maintained on one platform.
  • Easily integrates with eCommerce platforms like Shopify, Magneto, and WooCommerce.

Cons:

  • You might need a demo or support from a sales rep to navigate through the tool. Also, setting it up might take some time.
  • For team collaboration, you might need an additional tool.
  • According to reviews, clients don’t get to own the IP. And to do customization as per one’s business needs, it would be helpful for them if they get to own the IP.

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3. DelightChat

DelightChat

DelightChat claims to be the best eCommerce customer support tool, aimed at assisting small and medium-sized D2C eCommerce brands.

Pros:

  •  Its omnichannel inbox simplifies customer conversations across all channels.
  •  It allows both team and customer interaction hassle-free, all from a single screen.
  • It provides revenue-generating features helping the support team to close tickets and complete purchases.

Cons:

  • It integrates with Shopify but is yet to collaborate with other eCommerce platforms like Magneto, BigCommerce, & WooCommerce.

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4. Gorgias

Gorgias

Gorgias is one of the most popular customer support tools which started as a Shopify app but has integrated with WooCommerce and Bicommerce as well.

Pros:

  • It ensures automatic response to basic customer questions.
  •  It tracks the impact of customer service on sales.
  • The only customer service app which is specifically designed for Shopify and also fully integrates with Magneto, BigCommerce, and WooCommerce.

Cons:

  • Offers ticket-based pricing that can become expensive as you scale.
  • Comparatively a bit complicated to use and customize.
  • You might need to use another internal chat tool to collaborate within the team.
  •  It is a ticketing tool rather than conversational making it less personalized.

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5. Zoho Desk 

Zoho Desk

Zoho Desk is an omnichannel customer service software and asserts to be the industry’s first context-aware help desk.

Pros:

  • Its multi-lingual Knowledge Base feature contains self-help guides that enable you to create a community of customers.
  • Its AI-powered chatbot helps you automate the answering of repetitive queries.
  • You can customize Zoho Desk and organize tickets your own way with the help of a CRM consultant.

Cons:

  •  As per reviews, Zoho Desk lacks compatibility with some Apple products.
  •  The ticketing system has some limitations like there is no option to add sales tax and other charges to the invoices.
  •  There is no desktop application for Zoho Desk.

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6. Zendesk 

Zendesk

Zendesk is a leading multi-billion dollar SaaS company that helps businesses with customer support software.

Pros:

  • It has a unified communications interface enabling seamless interaction with customers and making it easy to see if a query or ticket is pending or resolved and by whom.
  • It allows gaining insight into several different metrics enabling enhanced user experience.
  •  Has a user-friendly Knowledge Base with articles for self-service support.

Cons:

  • It doesn’t cater to the eCommerce brands as it is not built as per their requirements.
  • It is pretty expensive. As per some reviews, customers felt they had to pay unnecessarily for the features which they didn’t want, to get a few key functions.
  •  Too many options in its dashboard make it overwhelming to use, especially without a full-fledged demo.

Check pricing details    Start free trial

 

7. Freshdesk 

Freshdesk

Freshdesk is an all-inclusive SaaS-based customer support platform for businesses belonging to any and every industry.

Pros

  • It is affordable and free forever for any number of agents.
  •  It is easy to use, customizable and configurable, and takes very less time to start with.
  • The USP of Freshdesk is that it has a gamified system, leaderboards, and quests with points for the agents.

Cons:

  • As per reviews, ticket management is not optimized for the mobile app.
  • Customizing reports is tedious and time-consuming.
  • It needs a good amount of time, assistance, and a demo to understand its functioning.

Check pricing details    Start free trial

 

Final Words

You might have already installed a customer support service tool or platform for your online business or might be in the process of installing one. However, you need to make sure that you choose one that is best suited for your business needs.

At Helplama, we provide affordable, customizable, and superior customer service solutions that too at a zero-risk policy. If you are not satisfied with our service, we provide a 100% money-back guarantee.

Also, try the Helplama Helpdesk for free! No credit card is required.

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