16 Best E-Commerce Customer Service Software

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E-Commerce Customer Service Software

Unlock the potential of your e-commerce business by leveraging the power of the 16 best E-Commerce customer service software options. 

As an important aspect of online success, customer service plays a pivotal role, with 70% of consumers making purchasing decisions based on the service. 

Explore these top-notch tools to seamlessly manage customer inquiries, resolve issues promptly, and create a positive buying experience that drives customer loyalty and satisfaction.

1) Saufter

E-Commerce Customer Service Software

Rating: 5/5

Pricing: Custom

Introducing Saufter, the ultimate helpdesk solution tailored for Shopify stores. This all-encompassing tool seamlessly handles customer service, order management, shipping tracking, and returns – all on autopilot. 

What sets Saufter apart? It simplifies your tasks and offers a budget-friendly experience with customizable pricing.

Key Features

    • Ticketing System: Efficiently organize and manage customer requests, facilitating prompt issue resolution.
    • Proactive Support: Experience round-the-clock order tracking with instant alerts for any shipping delays, ensuring proactive customer assistance.
    • Order Management: Empower your customers to modify orders, and initiate returns/exchanges without contacting your support team.
    • Multi-channel Support: Connect with customers through various channels such as email, live chat, phone, SMS, social media, and self-service options.
    • Analytics and Reporting: Harness Saufter.io’s analytics to monitor and analyze customer service, identifying trends and making data-driven improvements for your Shopify business. 
    • Automate Returns Management: Automates returns and exchanges, letting customers effortlessly choose items and place exchange orders in line with your policies.

 

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2) Helpscout

Rating: 4.4/5

Pricing: Begins at $20/month with a 15-day free trial

Helpscout is the go-to choice for all-in-one e-commerce customer support, providing 24-hour service six days a week to all customers, setting it apart from competitors with its inclusive and round-the-clock assistance.

Key Features

    • Efficient Ticketing System: Manage customer inquiries effortlessly with Helpscout’s intuitive ticketing system. 
    • Collaborative Inbox: Enhance team collaboration with Helpscout’s collaborative inbox feature allowing multiple team members to work together in a shared environment.
    • Automation and Workflows: Automate repetitive tasks, set up workflows for common scenarios, and free up valuable time for your support team.
    • Robust Reporting and Analytics: Gain valuable insights into your e-commerce customer service performance with Helpscout’s robust reporting and analytics tools.

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3) BoldDesk

E-Commerce Customer Service Software

Rating: 4.5/5

Pricing: Starts at $10/month with a 15-day free trial and a demo. 

Introducing boldDesk – your ultimate solution for scaling customer support and fostering team collaboration.  

Key Features

    • Knowledge Base Software: Leverage robust and user-friendly tools to effortlessly scale your customer support and improve team collaboration.
    • Workflow Automation: Streamline your operations by automating workflows using rules and triggers.
    • Customization Options: Tailor the help desk software to meet your unique business needs through extensive customization options.
    • AI Assistance: Harness the power of AI within your help desk operations to boost agent productivity and stay ahead in delivering exceptional customer support.

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4) Zoho Desk

Rating: 4.4/5

Pricing: Begins at $12/month and offers a 15-day free trial.

Zoho Desk is an affordable and all-encompassing E-commerce customer service software. Notably, its multi-department feature is perfect for businesses with complex structures, allowing you to align your dashboard with your business’s organization effortlessly.

Key Features

    • Unified Ticket Management: Manage all customer requests, inquiries, and tasks seamlessly in one centralized location.
    • Contextual AI Assistance: Zoho Desk’s thoughtfully built AI augments your great support team to provide even better assistance.
    • Self-Service Support: Zoho Desk facilitates a DIY customer experience, enabling users to resolve issues efficiently on their own.

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5) GrooveHQ

Rating: 4.6/5

Pricing: Starts from $6/month and offers a 7-day free trial.

GroveHQ is your all-in-one solution for streamlined collaboration and efficient project management. With a user-friendly interface, it empowers teams to work cohesively, ensuring productivity and seamless communication.

Key Features

    • Task Management and Collaboration: GroveHQ excels in task management, providing a centralized platform for teams to collaborate effectively. 
    • Document Sharing and Version Control: Keep everyone on the same page by providing a central hub for important files.
    • Real-time Communication: Enjoy real-time communication within your team through GroveHQ’s intuitive platform. 

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6) Typeform

Rating: 4.5/5

Pricing: Custom

Typeform redefines form creation with its innovative approach, offering conversational forms that make the process feel effortless and engaging. 

From powerful feedback forms that elicit insightful responses to aesthetically pleasing designs that enhance audience growth, Typeform is your go-to platform for premium customer surveys.

Key Features

    • Conversational Forms: Redefine form-filling with Typeform’s conversational approach, presenting one question at a time to create an engaging and user-friendly experience.
    • Powerful Feedback Forms: Gain deeper insights into your business with powerful feedback forms that encourage participants to elaborate.
    • Beautiful Form Designs: Stand out and grow your audience with Typeform’s striking and visually appealing form designs.
    • Proactive Customer Feedback: While Typeform specializes in customer surveys, it excels at proactively securing feedback rather than reactively addressing customer service issues. 

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7) Freshdesk

Rating: 4.5/5

Pricing: 14-day free trial, paid plans begin at $199/month.

Freshdesk is perfect if you’re handling diverse and complex customer requests. Its user-friendly ticketing system and omnichannel support make it our go-to support hub for customers using their Shoptimizer WooCommerce theme.

Key Features

    • Multi-Channel Support: Freshdesk offers seamless multi-channel support across various platforms, including email, chat, phone, and social media.
    • Automation and Ticketing: Boost productivity with automation tools and a robust ticketing system. 
    • Knowledge Base and Self-Service: Provide customers with access to relevant information, troubleshooting guides, and FAQs, reducing the need for direct support and improving overall satisfaction.

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8) Acquire

Rating: 4.2/5

Pricing: Plans begin at $500/month, you can book a demo to explore the platform.

Acquire is best for connecting to social accounts using live chat screen sharing. It enables real-time screen sharing between your customer care team and your consumers, without requiring customers to download any software. 

Key Features

    • Live Messaging: Maximize conversation volume and engage customers effectively with Acquire’s live messaging feature.
    • Workflows: Enhance customer service team efficiency by implementing customizable workflows tailored to your unique business needs.
    • Call Deflection: Implement queues and Service Level Agreements (SLAs) to deflect unnecessary calls and prioritize critical interactions.
    • Voice & Video Calling: Connect with customers on a more personal level through Acquire’s seamless voice and video calling functionality.
    • Email Workflow Engine: Streamline email communication by utilizing Acquire’s workflow engine to route and prioritize emails across all teams.

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9) Gorgias

 E-Commerce Customer Service Software

Rating: 4.6/5

Pricing: Begins at $10/month and offers a 7-day free trial.

Gorgias is the perfect e-commerce customer service software for Shopify merchants. It simplifies support by managing all tickets in one place. It also provides automated responses to speed up processes like returns, providing a unified view for customer assistance.

Key Features 

    • AI Ticket Management: Leverage AI to prioritize, assign, and tag tickets instantly upon arrival in your inbox.
    • Instant Resolutions with Automation: Streamline issue resolution by automatically processing returns, sending tracking information, generating discount codes, updating subscriptions, and more.
    • Omni-Availability without Increased Costs: Ensure responsive service across all channels and hours without hiring extra agents. 

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10) LiveAgent

Rating: 4.7/5

Pricing: You can try it for free for either 14 or 30 days. Paid plans begin at $9/month and get a 2-month free trial for higher plans.

LiveAgent transforms customer interactions with its multi-channel toolset, boasting 130+ ticketing features and seamless integration with 200+ tools. 

Key Features

    • Multi-Channel Toolset: LiveAgent offers a robust multi-channel toolset, connecting you with customers on various platforms and providing 130+ ticketing features.
    • Live Chat for Revenue Boost: Increase your revenue by integrating live chat into your customer support strategy. 
    • Call Center for Higher Resolution Rates: Enhance issue resolution rates by up to 56% with LiveAgent’s call center functionality.
    • Cost-Efficient Ticketing System: Save up to 95% in terms of money, time, and resources by leveraging LiveAgent’s ticketing system. 

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11) HubSpot Service Hub

Rating: 4.4/5

Pricing: Offers a free plan, paid plans begin at $18/month. They also offer a demo.

HubSpot Service Hub is your go-to customer service software, simplifying relationship-building and productivity for your team. Seamlessly connect, engage, and manage customer interactions effortlessly with its user-friendly interface.

Key Features

    • Conversational Tools and Shared Inbox: Enhance communication with built-in conversational tools and a shared inbox.
    • AI-powered Smart CRM: Benefit from HubSpot’s AI-powered Smart CRM, gaining a unified view of each customer interaction.
    • Help Desk Automation and Comprehensive Functionality: HubSpot offers a range of functionalities, including a knowledge base, customer feedback, and custom surveys, reporting, a customer portal, and playbooks.

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12) Zendesk

Rating: 4.3/5

Pricing: Begins from $19/agent/month with a 14-day free trial. 

Experience top-notch customer service tailored for businesses of any size. Zendesk’s AI-powered support and advanced tools have consistently delivered, helping clients achieve an impressive 90% Customer Satisfaction (CSAT) score.

Key Features

    • Omnichannel Support: Allow your customers to contact you through their preferred channels such as email, live chat, phone, and social media.
    • Maximized Agent Efficiency: Empower your support agents with AI tools and workflow automation, enabling faster issue resolution.
    • Adaptability with Reporting and Analytics: Zendesk enables you to adapt swiftly to changes by providing out-of-the-box reporting and analytics.

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13) Hiver

E-Commerce Customer Service Software

Rating: 4.6/5

Pricing: Plans begin at $10/month/user and offer a demo.

Elevate your e-commerce customer service with Hiver – a game-changing software designed for seamless collaboration and efficiency. 

Key Features

    • Shared Inbox for Team Collaboration: Hiver offers a shared inbox that transforms your email into a collaborative workspace.
    • Automated Workflows: Boost efficiency with automated workflows that help automate repetitive tasks and ensure that customer inquiries are directed to the right team member.
    • Performance Analytics: Gain valuable insights into your customer service performance with Hiver’s analytics.
    • Generative AI Integration: Harness the power of Generative AI, as it operates within Gmail, so you can leverage Gmail’s AI capabilities effortlessly.

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14) SproutSocial

Rating: 4.4/5

Pricing: A generous 30-day free trial, paid plans begin at $249/month.

SproutSocial is a comprehensive solution designed to elevate your social media strategy and enable seamless management. From intuitive inbox organization to powerful analytics, SproutSocial empowers businesses to navigate the dynamic landscape of online engagement with ease.

Key Features

    • Smart Inbox: Efficiently manage your social media messages and interactions in a unified and organized inbox.
    • Social Listening: Stay informed about conversations relevant to your brand, industry, or products across social media platforms.
    • Advanced Analytics: Gain valuable insights into your social media performance with in-depth analytics.
    • Collaboration Tools: Foster teamwork and enhance communication with built-in collaboration tools.

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15) Wix Answers

E-Commerce Customer Service Software

Rating: 4.5/5

Pricing: Custom pricing and offers a 14-day free trial.

Wix Answers is tailored for Wix websites, ideal for small-to-midsize businesses with high user volumes. It offers an all-in-one solution for support, including a help center, ticketing system, call center, and live chat. 

Additionally, teams can create contextual help widgets to display articles and guides throughout the user journey on their site.

Key Features

    • Improve Operational Efficiency: Centralize customer engagements in one timeline, automate manual tasks, and streamline processes.
    • Knowledge Management: Create a self-service knowledge center that allows customers to troubleshoot independently, or empower agents with AI-powered information.
    • Proactive Support: Utilize powerful automation to anticipate issues in real time, enabling immediate action at minute zero.

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Also read: What is an Omnichannel Chatbot? [Complete Guide]

16) Avochato

Rating: 4.7/5

Pricing: Free for 14 days, paid plans begin at $19/user/month.

Avochato boosts lead conversion and streamlines support, achieving a remarkable 40x ROI. Clients have experienced substantial revenue growth, handling more cases and increasing customer satisfaction.

Key Features

    • Autopilot meets Human Touch: Effortlessly switch between automated texts and personalized 1-to-1 conversations as needed.
    • Zero Hassle Setup: Set up your account in minutes and start messaging instantly from an intuitive interface.
    • Built for Enterprise: Avochato ensures best-in-class security, compliance, and seamless integrations for large global teams.

Choose the Best E-commerce Customer Service Software for your store!

In conclusion, choosing the right E-Commerce Customer Service Software is crucial for enhancing customer satisfaction, streamlining support operations, and ultimately, driving business success. 

Remember, after experiencing a positive interaction, 77% of customers are inclined to recommend a brand to friends or family. So take your time to review each software and choose the one that best suits your business. 

However, if you’re in a dilemma, we recommend you go for Saufter. The helpdesk is specifically designed for e-commerce businesses thus offers several automations to streamline your store’s workflow.

Plus, you can try it for free for 15-days if you sign up now!

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