Customer service support for eCommerce: The best software, solutions and tools

If you want your eCommerce to be competitive, it is important that you integrate software to improve customer service.

According to numerous studies, 84% of online customers consider customer service an essential purchasing value. Improving and optimizing customer 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, not all of them are truly specialized in this field.

Let's see which customer service software can benefit an online store the most.

What is integrated customer service in e-commerce?

An integrated customer service system 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. This setup centralizes order tracking, returns, complaints, and more, improving response times.

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 software

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

Best eCommerce customer service software and solutions

1. Outvio Desk

• Specialization:  Complete automation of eCommerce operations. Support, shipping, returns and logistics.
• URL: Outvio Desk

Outvio Desk is the only fully integrated customer service software. The tool synchronizes the order flow with the support channels and the carriers themselves. In this way, it is able to automate and optimize the entire customer service, from the moment a customer enters the website to the transport of the order or the management of returns. All automated in an omnichannel, efficient, and fully customizable way.

Some of the functionalities offered by Outvio Desk include the ticketing system, allocation rules, integrable chat, return and tracking portals, automated notifications on any channel, and AI-driven personalization algorithms.

Key features

• Carrier integration
• 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
• Billing management

Pricing

• Outvio Desk only: 150 dollars/month + 0.05 euros/order
• For Outvio users: 0€/month + 0.05€/order

2. Gorgias

• Specialization: Customer support software for eCommerce
• URL: Gorgias

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. While Gorgias is one of the more robust options, it is not yet capable of integrating carriers into its system.

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

• Starter Plan: $10 for 50 tickets per month
• Basic Plan: $60 for 300 tickets per month
• Pro Plan: $360 for 2000 tickets per month
• Advanced Plan: $900 for 5,000 tickets per month

3. Hiver

• Specialization: Shared inbox 
• URL: Hiver

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, recommended for stores that are just starting out.

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: $19 per month per agent
• Pro: $49 per month per agent
• Elite: $49 per month per agent

4. Freshdesk

• Specialization: Ticketing system
• URL: Freshdesk

Freshservice 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

• Basic Plan: Starting at $19 per month per agent
• Pro Plan: Starting at $25 per month per agent
• Unlimited Plan: Starting at $620 per month

Zoho Desk

• Specialization: Phone calls service
• URL: Zoho Desk

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. In addition, it offers your agents the ability to monitor multiple points of contact to provide optimal service. However, it lacks advanced functionalities for order management.

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

• Freemium plan that supports up to three agents
• Standard Plan: £11 (USD 14) per agent per month
• Enterprise Plan: £32 (USD 40) per agent per month

Zendesk

• Specialization: Support service for eCommerce and B2B
• URL: Zendesk

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. Keep in mind that Zendesk is a tool more oriented towards large agencies, and the use of all its suites can be quite expensive.

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

Live Agent

• Specialization: Chat for eCommerce
• URL: LiveAgent

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 - $9 per agent per month
• Medium - $29 per agent per month
• Large - $49 per agent per month
• Enterprise - $69 per agent per month

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.

Important integrations for an eCommerce customer service platform

Before integrating customer service software for eCommerce, it’s essential to confirm that it integrates smoothly with your eCommerce platform, such as Shopify, WooCommerce, or others.

This compatibility ensures that customer data, order details, and communication flow seamlessly between systems, providing a smoother experience for both your team and customers.

Best practices for specialized eCommerce customer service software

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.

Conclusion

Choosing the best customer service software for your business will depend on your specific needs and budget. In this article, we have presented you with a selection of the best platforms available in 2024. We recommend that you compare the different options and choose the one that best suits your business. Remember that investing in good customer service is essential to increase your repeat purchase rate and maintain a truly profitable workflow.