If you want your eCommerce business to be competitive, it is important to integrate software to automate your customer support and offer better service.
According to numerous studies, 84% of online customers consider customer service an essential purchasing value. Improving and optimizing support service will help you not only improve conversion rates but also reduce logistics and shipping costs.
However, choosing eCommerce help desk is complicated. Firstly, because there is a great variety, and secondly, because not all customer service platforms are truly specialized in retail.
Let's explore which online customer service software and solutions eCommerce businesses use to automate support and drive growth in 2025.
What is integrated customer service software in e-Commerce?
An integrated customer service platform for eCommerce brings all customer support tools and channels (email, chat, social media, phone) into one platform, making it easier for agents to assist customers.
Key benefits:
- Centralizes customer interactions across all channels in one location for streamlined management
- Provides real-time updates on orders and returns to keep customers informed
- Uses AI-driven responses to handle routine inquiries, saving time and resources
- Offers personalized product suggestions based on customer data to increase engagement
- Tracks service performance and customer satisfaction for ongoing improvement
- Integrates directly with platforms like Shopify for seamless data access
When you should integrate an ecommerce support platform
If your eCommerce business is handling an increasing volume of customer inquiries, especially across different channels, it may be time to integrate customer support software.
Managing all these interactions manually can slow response times, reduce customer satisfaction, and strain your team. Support software centralizes responses, automates repetitive inquiries like order tracking and returns, and maintains service quality without expanding the team.
Ecommerce support tools also allow for personalized interactions by integrating CRM data and analytics, which helps deliver tailored recommendations and responses. Tracking essential metrics such as resolution times and customer satisfaction becomes much easier, providing insights to improve service continuously.
In summary:
- High volume of inquiries across multiple channels
- Slower response times and declining customer satisfaction
- Frequent, repetitive questions like order tracking and returns
- Difficulty scaling support without adding staff
- Need for personalized interactions using CRM and analytics
- Challenges in tracking support performance metrics
- Limited ability to proactively update customers on orders or issues
Top-rated eCommerce software for customer support service
Let's dive into the best e-commerce customer support solutions and platforms. Which one is the best for retail businesses? Analyze and find out for yourself.
1. Outvio Desk
- Specialization:Â Complete automation of support and post-purchase
- Integrations for eCommerce: Over 30 sales channels and 100 carriers
- G2: 4.8
Outvio Desk is the only customer service software that connects your orders, support channels, and carriers in one tool. It automates everything — from the first visit to your site to delivery and returns — across all channels and fully adapted to you.
The platform lets you create different flows with smart rules, automate customer service and incident management, integrate an AI chatbot, and sync customer data to make your agents' work easier.
Key features
- Fully integrated customer service software
- Synchronizes order flow with support channels and carriers
- End-to-end automation from website visit to order transport and returns
- Omnichannel, efficient, and customizable
- Ticketing system with allocation rules
- Integrable chat for real-time support
- Return and tracking portals for customer convenience
- Automated notifications across all channels
- AI-driven personalization algorithms
Pricing
- Grow: $125 + order fee
- Conquer: $250 + order fee
- Unlimited agents, tickets, automations, and voice calls at no extra cost
2. Hiver
- Specialization: Shared inbox
- Integrations for eCommerce: No native eCommerce integrations
- G2: 4.6
Hiver is a customer service solution focused on Gmail. It can be used in eCommerce to optimize this contact channel, share accounts, automate responses, or monitor conversations. It is quite an interesting option if you are only going to use this contact channel.
Key features
- Shared inbox management
- Email delegation to team members
- Collision detection to prevent duplicate replies
- Internal notes and @mentions for team collaboration
- Email templates for quick, consistent responses
Pricing
- Lite: $24 per month per agent
- Pro: $34 per month per agent
- Elite: $59 per month per agent
3. Freshdesk
- Specialization: Ticketing system
- Integrations for eCommerce: Limited to 4 sales channels
- G2: 4.4
Freshsdesk is a cloud-based help desk software developed by the company Freshworks. It offers tools for organizing help services in enterprises and companies, typically in the B2B sector. Its ticketing and automation tools can also be used in the e-commerce environment to reduce response times and improve incident management.
Key features
- Ticket management for multi-channel inquiries
- Automation of repetitive tasks
- Multichannel support (email, phone, chat, social media, WhatsApp)
- Self-service portal with knowledge base and forums
- Collaboration tools for shared ticket ownership and notes
Pricing
- Growth: $18 per month per agent
- Pro: $59 per month per agent
- Copilot: $94 per month per agent
- Enterprise: $95 per month per agent
4. Zoho Desk
- Specialization: Phone calls service
- Integrations for eCommerce: No native eCommerce integrations
- G2: 4.4
Zoho Desk is a multichannel customer service platform ideal for eCommerce. It allows you to centralize communication through channels such as email or SMS, making it easier to send messages more efficiently.
Key features
- Omnichannel support (email, phone, chat, social media, web forms)
- Self-service portal with knowledge base and community forums
- Automation for task assignments and workflows
- Customization of modules, fields, and workflows
- Integration with Zoho applications and third-party tools
Pricing
- Express: $9 per agent per month
- Standard: $20 per agent per month
- Professional: $35 per agent per month
- Enterprise: $50 per agent per month
5. Gorgias
- Specialization: Customer support software for eCommerce
- Integrations for eCommerce: Limited 5 sales channels
- Score: 4.6
Gorgias is a customer service software with integration with Shopify eCommerce platforms. You will be able to integrate a chat into your store to communicate with customers, import tickets from different social networks, or automate answers to the most common questions.
Main features
- Customer support ticket management
- Multi-channel communication (email, social media, live chat)
- Automated responses and macros
- Customizable dashboards and analytics
- SLA management and priority setting
Pricing
- Basic: $174/month, includes 300 tickets; additional tickets at $0.40 each
- Pro: $1000/month, includes 2,000 tickets; additional tickets at $36 per 100 tickets
- Advanced: $2,025/month, includes 5,000 tickets; additional tickets at $36 per 100 tickets
6. Zendesk
- Specialization:Â Support service for B2B eCommerce
- Integrations for eCommerce: Limited to 4 sales channels
- G2: 4.3
Zendesk is a sales and customer service software with several integrable modules. Although it is not specifically designed for eCommerce, it does have some interesting functionalities, such as chats or ticket automation.
Key features
- Centralized ticketing system
- Multi-channel support (email, chat, phone, social media)
- Self-service portal with knowledge base and forums
- Automation for ticket routing and workflows
- Analytics and reporting dashboards
- Customization and third-party integrations
Pricing for the customer service module
- Suite Plan: starting from $69 per month per agent
- Growth Plan: starting from $115 per agent per month
- Professional Plan: starting from $145 per month per agent
7. Live Agent
- Specialization: Chat for eCommerce
- Integrations for eCommerce: up to 17 sales channels
- G2: 4.5
LiveAgent is an omnichannel communication platform. If you have an eCommerce business, you can use it to automate messages or centralize conversations in a single interface. It also allows you to create a knowledge base to assist both internal workers and customers themselves. It has integration with Shopify and Prestashop. However, it does not have integration with carriers.
Key feature
- Centralized ticketing system
- Real-time live chat with proactive invitations
- Integrated call center with IVR and callback options
- Social media support (Facebook, Twitter, Instagram, Viber)
- Internal and external knowledge base creation
Pricing
- Small - $15 per agent per month
- Medium - $29 per agent per month
- Large - $49 per agent per month
- Enterprise - $69 per agent per month
8. eDesk
- Specialization: Ticketing linked directly to marketplace orders
- Integrations for eCommerce: limited to 11 sales channels
- G2: 3.9
eDesk connects customer support tickets with orders from marketplaces like Amazon, eBay, and Walmart. It centralizes messages across email, chat, and social channels. eDesk also offers AI tools to speed up responses and create template.
Key features
- Direct integrations with Amazon, eBay, Shopify, and more
- Centralized inbox for multi-channel communication
- AI-powered suggested replies and templates
- Reporting and customer satisfaction tracking
Pricing
- Essential - $49 per agent per month
- Growth - $115 per agent per month
- Proffesional - $149 per agent per month
9. HappyFox
- Specialization: Customizable knowledge bases
- Integrations for eCommerce: Limited to 3 sales channels
- G2: 4.5
HappyFox is a help desk platform designed to handle tickets from multiple sources. You can manage emails, chats, social media messages, and even phone support from one place. It includes automation features for workflows and a self-service portal.
Key features
- Ticket management from email, chat, social, and voice
- Automation for ticket routing and responses
- Customizable customer self-service portals
- Knowledge base management tools
Pricing
- Basic - $29 per agent per month
- Team - $69 per agent per month
- Pro - $119 per agent per month
10. Help Scout
- Specialization: Live chat
- Integrations for eCommerce: Limited to 7 sales channels
- G2: 4.4
Help Scout focuses on making email support more personal and efficient. It offers a shared inbox, live chat, and a help center in one platform. It integrates with eCommerce platforms like Shopify.
Key features
- Shared inbox for team collaboration
- Beacon live chat widget with knowledge base integration
- Customizable help center
- Reporting and customer satisfaction surveys
Pricing
- Standard - $55 (up to 100 contacts)
- Plus - $83 (up to 100 contacts)
Traditional customer service software vs eCommerce specialized: What's the difference?
A truly specialized eCommerce customer service software should ensure seamless communication with carriers.
While many solutions have integration with CMSs like Shopify or WooCommerce, API integrations with carriers are vital for efficiency.
The rise of eCommerce has brought with it a flood of solutions that promise to seamlessly integrate with platforms like Shopify or WooCommerce. The reason is simple: lacking direct integration with shipping companies, they are unable to effectively manage returns and order processing. This makes customer service optimization incomplete and unable to meet the needs of online shoppers.
Some key functionalities of customer service software include the incorporation of tracking or returns portals into workflows and the ability to communicate with carriers whenever there are any issues or delays in deliveries.
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How much does integrated customer service software? 2025 Comparison
| Software | Specialization | Lowest Plan | Highest Plan | Free Trial |
|---|---|---|---|---|
| Outvio Desk | Complete support and post-purchase automation | $125 + order fee | $250 + order fee | Yes |
| Hiver | Shared inbox for Gmail | $24 per agent/month | $59 per agent/month | Yes |
| Freshdesk | Ticketing system for multi-channel | $18 per agent/month | $95 per agent/month | Yes |
| Zoho Desk | Omnichannel communication (phone, email, SMS) | $9 per agent/month | $50 per agent/month | Yes |
| Gorgias | Customer support software specialized in eCommerce | $174/month (300 tickets) | $2,025/month (5,000 tickets) | Yes |
| Zendesk | B2B customer service and ticketing | $69 per agent/month | $145 per agent/month | Yes |
| LiveAgent | Omnichannel communication with real-time chat | $15 per agent/month | $69 per agent/month | Yes |
| eDesk | Ticketing connected directly to marketplace orders | $49 per agent/month | $149 per agent/month | Yes |
| HappyFox | Customizable knowledge bases and support | $29 per agent/month | $119 per agent/month | Yes |
| Help Scout | Personal email and live chat support | $55/month (up to 100 contacts) | $83/month (up to 100 contacts) | Yes |
Best practices for specialized eCommerce customer service solution
For specialized eCommerce customer service software, following best practices can enhance efficiency and improve customer satisfaction. Here’s an in-depth look at each practice:
1. Integrate chat into tracking and return portals
A high volume of customer inquiries occurs during the post-purchase phase, especially with order tracking and returns.
Integrating real-time chat within these portals (using platforms like Outvio) allows customers to receive immediate support without needing to navigate away or switch to another communication channel.
This integration reduces frustration, keeps customers engaged, and minimizes delays in handling concerns about order status, delivery times, or returns, which is essential for a positive shopping experience
2. Synchronize order and purchase information with support agents
Customer service software should provide agents with instant access to key order details—like delivery address, product information, and carrier data. When agents can view this information in real-time, they are empowered to make precise updates such as address changes or order modifications, enabling a responsive and customized support experience.
Real-time data also reduces dependency on back-and-forth communication, which shortens the resolution time for customers.
3. Send proactive notifications
Automated order updates reduce the need for customers to check in for status updates, keeping them informed at each stage of the purchase process.
By sending timely notifications, customer service can cut down on the volume of inquiries related to order status. This proactive approach not only manages customer expectations but also alleviates the pressure on support teams, as fewer repetitive inquiries reach them.
4. Create teams of agents and assign incoming tickets
Segmenting customer service teams by expertise (such as logistics, returns, or marketing) allows for quick and accurate ticket handling.
Using assignment rules to direct queries to the most appropriate team members (e.g., return requests to the returns team) ensures that issues are handled efficiently and by the right experts. This strategy also improves response quality and decreases handling time, making for a smoother experience for both agents and customers.
5. Automate the resolution of shipping incidents
Transport-integrated software solutions can automatically detect and resolve common shipping issues (like delays or misdeliveries) by monitoring carrier performance. Automating these tasks helps ensure that orders reach customers on time and minimizes the frequency of returns due to delivery mishaps. This automation is vital in maintaining customer trust and reducing logistics costs tied to preventable shipping errors.
6. Create automatic responses to frequently asked questions
Implementing automated response templates for common inquiries—such as tracking information or how to update an address—enables customer support to handle routine questions without agent intervention. These pre-written responses reduce agent workload, streamline response times, and allow support teams to focus on more complex, high-value interactions.
Outvio, the best eCommerce customer service software
Outvio is built for eCommerce brands that want to deliver faster, smarter, and more personal support without extra effort. By connecting your orders, support channels, and carriers, it solves problems before they even reach you. Everything — questions, returns, deliveries, and updates — is managed in one place, fully automated and tailored to your brand.
"With Outvio, our customer service is faster, more personalized, and more effective. We reduced our customer support workload by 60%." — Ramón Montalbán, CTO
Discover why Outvio is the best customer service software for eCommerce. Book a demo.
