Whether you’re servicing customers or providing IT support, running an efficient and responsive help desk means choosing the right help desk software. That’s why we tested the best eCommerce help desk software to determine the ones that every eCommerce company should adopt. Read on to find out our best picks!
Helpdesk software provides your customers with access to information about your product and/or services and seeks help when they need it.
It captures customer inquiries via different channels like phone, chat, emails, or social media. Here, these queries would be stored, organized, and then solved. The software may include elements like ticket management, task automation, optimization, and reporting.
Helpdesk software can also work as a knowledge base and forum where customers can seek the answer to common questions.
Your customer support team can use helpdesk software to respond to requests, create an information portal, streamline the workflow, measure customer engagement, and perform analytics.
Helpdesk software can help your eCommerce business into the following manners:
In the below-given list, you may find tools that are suitable for small businesses and some that cater to big enterprises.
ThriveDesk is simple and easy-to-set-up helpdesk software that increases your customer support efficiency tremendously. It helps you reduce ticket inflow, avoid repetitive incident logs, facilitate self-service on the portal, and improve resolution times with a repository of articles that can help customers find answers to their problems.
They specifically cater to small businesses because they understand that enterprise-oriented help desk software may not be well suited for start-ups and small businesses.
Free Trial: 14 Days
Pricing: Their basic package prices at $6.67/user per month for small businesses and a pro package pricing at $12/user per month for bigger businesses.
Freshdesk compiles all of your customer inquiries that come in via email, web, phone, chat, and social into tickets, and unifies the tickets across channels into one place. It also allows you to automate workflows, provide self-service options to customers, manage SLAs, and measure metrics to improve customer service.
Freshdesk’s popular features include its AI-powered support chatbot, predictive support capabilities, and field service management.
In addition to English, Freshdesk supports over 20 different languages.
Free trial: Available
Pricing: Freshdesk Support Desk offers a forever free plan, and the paid plan begins at $15/agent per month with paid add-ons for agent assist bots and field service modules.
Zoho Desk has an impressive list of features and the most competitive price on the market. Some of the new features we found in the latest version include automatic localization, automated ticket routing, and a longer list of social media channels from which customers can initiate tickets. But the best thing about Zoho Desk is also one of its biggest drawbacks, namely the sheer number of features. The list is so long that it can be daunting to casual users and when that’s combined with a muddled interface, it means a real learning curve for new users.
Free trial: Zoho Desk offers a 15-day free trial.
Pricing: Zoho Desk offers a freemium plan that supports up to three agents. Its ‘Standard’ plan costs $14, with pricing options up to the ‘Enterprise’ level at $40
eDesk centralizes your support into one manageable location. Built specifically to provide eCommerce customer support across many different channels, it integrates with over 75 marketplaces and website platforms, including Amazon, eBay, and Shopify.
eDesk also features customizable rules, making it possible to assign incoming tickets to the customer service agents that are best suited to deal with a particular issue. It uses artificial intelligence and auto-translate to suggest the best responses in the local language.
Free trial: 14 days, no credit card needed.
Pricing: Two pricing options are available at different levels of support: Starting with Essential at $45 to Enterprise at $145.
Zendesk’s Support Suite provides customer support across channels in one seamless package. It enables conversations with customers across any channel, including email, voice, and social messaging apps such as Facebook Messenger and WhatsApp, while keeping all conversations in one place for easy access by customer service agents.
In addition to English, Zendesk supports more than 30 different languages.
Free trial: Available
Pricing: Varies depending on the level of support. Starting from $19 per agent, per month to $99 per agent, per month for the advanced package.
Front bills itself as the “#1 shared inbox for teams.” Indeed, its service brings email and apps together around a centralized communication platform, providing a help desk support platform that manages all your tickets, emails, and live chats in one inbox.
Front integrates with customer relationship management (CRM) software such as Salesforce to provide convenient access to customer data. It also includes analytics that gives you insights into your team’s performance, as well as recording responses and gathering customer service surveys.
Free trial: Available
Pricing: Begins at $19 per user, per month and increases by service level to enterprise-level, which is priced at $99 per user, per month.
HubSpot Service Hub is help desk software that makes it easy to manage and connect with customers. It offers tools to help build your ideal customer experience, create self-service solutions, and drive growth using customer feedback.
It offers live chats and conversational bots, which help customers through direct conversation. It has a reputation as an ideal help desk for startups but offers service packages up to the enterprise level.
Free trial: Available
Pricing: Hubspot Service Hub offers a freemium service with limited features, moving up to $50 per month for its entry-level service, and offers an enterprise tier of support priced at $1200 per month.
HappyFox is a help desk software that unites customer requests coming from email, web, phone, and social media. It integrates with various business software used for accounting, customer feedback, customer relationship management (CRM), and commerce.
It also offers a mobile app available on both iOS and Android, allowing business owners and their customer service teams to provide customer support through smartphones and tablets.
In addition to English, HappyFox supports over 20 different languages.
Free trial: Available
Pricing: HappyFox pricing packages start at $29 per agent, per month, with an enterprise plan at $89 per agent. Alternatively, business owners can opt for its most premium pricing plan, which supports unlimited agents, at $1499 per month.
UVdesk is a help desk system that supports eCommerce, marketplace, and multichannel sales. It offers mailboxes, an information center, and form builders. Its software is also open-source, meaning UVdesk provides customizable options for personalization within your business
UVdesk allows you to create tickets automatically from your customers’ emails, allowing customer service agents to manage and control workflow for optimum response times.
In addition to English, UVdesk supports Arabic, French, German and Italian languages.
Free trial: Available
Pricing: UVdesk offers custom quotes depending on your unique business needs.
Salesforce Service Cloud is a help desk solution built on the company’s renowned Salesforce Customer 360. It combines customer service, field service, and employee service on one platform, using AI and automation to engage customers across multiple channels, allowing for more personalized customer experiences.
Salesforce Service Cloud does not support languages other than English.
Free trial: Available.
Pricing: Salesforce Service Cloud begins its pricing at the ‘Essentials’ level for $25 per user, per month. Its highest pricing tier is the ‘Unlimited’ level, which offers its broadest range of features at $300 per user, per month.
Deciding to implement help desk software is a big deal. That’s why you want to make sure you take all the steps necessary to get it right.
With a bit of research, a great eCommerce customer service help desk software can combine all of your customer communication channels into one easily managed place. We hope this article helps!
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