9 Best ECommerce Customer Service Software Tools for Your Business

Solutions - ECommerce Customer Service Software, Tools

Scale Your Business with a Robust Ecommerce Customer Support Platform

Lay the foundation for outstanding ecommerce customer service tools to manage your omnichannel support.

Strengthen Brand Loyalty

Customers become loyal to the brands when they receive an experience with no hiccups or dissatisfaction. Offer a seamless experience through robust ecommerce customer support.

Build Your Online Reputation

Investing in a customer service platform will ensure a natural flow of work with minimum to no hindrance allowing your business to work more efficiently while saving resources in the long run.

Enrich Productivity

An efficient ecommerce customer service solution makes sure that repetitive tasks are eliminated allowing the resources to focus on much crucial tasks at hand.

Advanced Analytics

Learning trends and predicting the next outcome becomes easy with ecommerce customer support platforms. The information collected enables you to build extensive insights to improve your overall CX.

Customers are the most important part of any business and customer service is what helps build a successful eCommerce store.

Choosing the right customer service tool for your store can be challenging, as there are several options available on the market. Innovative eCommerce customer service tools enable you to streamline customer support processes efficiently.

Let’s dive deep into some of the best e-commerce customer service tools available as well as review their features so that you can choose one that best fits your requirements.

1 What are Ecommerce Customer Service Tools?
2 9 Top ECommerce Customer Service Software: Comparison Chart
3 Key Features of Great Ecommerce Customer Support Platform
4 9 Best ECommerce Customer Service Tools to Grow Your Customer Support
5 How to Choose Right Ecommerce Customer Service Software
6 Benefits of an Ecommerce Customer Support Tool
7 What Makes Omni24 the Best ECommerce Customer Service Tool
8 Scale Your Conversations with Omni24’s Digital Customer Experience Platform
9 FAQs about ECommerce Customer Support Solutions

What are Ecommerce Customer Service Tools?

Ecommerce customer service software is essential for providing merchants and customers with an efficient way to communicate with each other. It provides a platform for customers, brands and developers to engage in meaningful conversations that revolve around e-commerce processes such as order fulfillment, product inquiries, returns, refunds and more.

E-commerce customer service software plays an integral role in providing scalability and efficiency when it comes down to processing incoming requests quickly while allowing businesses to simplify tedious tasks such as data management, automated ticket generation, etc. thereby enhancing delivery speed within existing budget restraints.

Key objectives:

Enhancing Customer Experience: Providing immediate support helps create a seamless shopping journey, ensuring customers feel valued and understood.
Increasing Efficiency: Automating responses and utilizing chatbots reduce response times, allowing support teams to focus on more complex inquiries.
Building Customer Loyalty: Consistent communication builds trust, leading to repeat purchases and long-term relationships with customers.

9 Top ECommerce Customer Service Software: Comparison Chart

The comparison chart highlights top solutions, showcasing their features to help you make an informed decision. Here are the options:

Software Name	Key Features	Price (Monthly)	Free Trial
Omni24	Omnichannel support AI chatbot integration Ticket system Unified inbox Real-time analytics Custom workflow automation	Starting $29/agent	14 days
Veemo Support	Multi-channel inbox Knowledge base builder Team collaboration tools Ticket system Customer feedback system SLA management	Starting $29/agent	14 days
Tidio	Live chat AI chatbots Email integration	Free plan availablePaid plans from $19/month	Free plan
Freshdesk	Ticket management Automation rules	Free plan availablePaid plans from $15/agent	21 days
Thrive Desk	Unified inbox Smart automation Performance analytics	Starting $15/agent	15 days
Richpanel	Order management Returns automation CRM integration	Starting $99/month	30 days
Aircall	Cloud phone system CRM integration	Starting $30/user	7 days
Document360	Documentation management Version control SEO optimization	Starting $49/month	14 days

Key Features of Great Ecommerce Customer Support Platform

Let’s take a look at some of the key features of a great e-commerce customer service platform and how it can help improve the overall customer experience.

e-commerce customer service platform features

1.Ticketing System

An effective ticketing system acts as the nerve center of customer inquiries. It not only captures all incoming requests but also enables businesses to prioritize them based on urgency. The ticketing system ensures that critical issues receive swift attention, enhancing customer satisfaction.

2. Omnichannel Support

A stellar customer service platform offers omnichannel support allowing customers to engage through various channels like live chat, email, phone, SMS and social media. The versatility allows customers to reach out via their preferred communication method, promoting accessibility and convenience.

3. E-commerce Integrations

Seamless integration with your existing e-commerce operations is crucial. It enables the smooth sharing of user data across channels and departments, fostering a unified and consistent customer experience throughout the entire journey.

4. Knowledge Base

Customers can find answers to common queries independently through a comprehensive knowledge base. The self-service option improves overall efficiency by not only saving customers valuable time but also reducing the workload on customer service representatives.

5. Unified Customer Profiles

The platform’s unified customer profiles provide your team with a holistic view of each individual customer. By consolidating all user data into a single profile, it enables your support agents to offer more personalized assistance and solutions.

6. Reporting and Analytics

Real-time conversation tracking and in-depth analytics are essential for measuring key performance indicators (KPIs) like response times and first contact resolution rates. The insights provide valuable data for optimizing and fine-tuning your support operations, leading to continuous improvement and higher customer satisfaction levels.

7. Automation and AI Integration

Integration of automation and artificial intelligence (AI) capabilities streamlines routine tasks and responses. Chatbots can handle frequently asked questions, freeing up human agents to focus on more complex inquiries. It not only enhances efficiency but also ensures round-the-clock availability for basic support needs.

8.Customization and Branding

The platform should allow for customization to align with your brand’s identity. This includes personalized messaging, branded chat interfaces, and the ability to tailor responses to match your company’s tone and style, reinforcing brand consistency.

9.Proactive Customer Engagement

It enables proactive engagement with customers through features like triggered messages or automated follow-ups. The customer support platform’s functionalities help in nurturing leads, recovering abandoned carts, and collecting feedback, ultimately boosting sales and customer loyalty.

10.Scalability and Flexibility

A great platform is scalable to accommodate business growth. It should be flexible enough to adapt to changing customer service needs whether you’re a small startup or an established enterprise. Scalability ensures that your support system can handle increased traffic and inquiries without compromising on performance or quality.
Ultimately, a great eCommerce support platform is the backbone of efficient, responsive and 24/7 customer service ensuring that every shopper’s journey is not just transactional but also delightful.

9 Best ECommerce Customer Service Tools to Grow Your Customer Support

Overcome the challenge of providing exceptional customer service with this extensive list of 9 best ecommerce customer service software examples. Let’s learn more about the various tools!

1. Omni24

Omni24 ECommerce Customer Service Software

Top notch ecommerce customer support solution for SMBs

Omni24 is an AI powered omnichannel customer experience platform to help businesses deliver superior CX and help desk management with an omnichannel approach. The platform leverages automation to enhance customer engagement, improve operational efficiency and deliver personalized experiences at scale.

Omni24’s intuitive design, coupled with powerful features, makes it a great choice for brands looking to enhance their CX capabilities and deliver exceptional customer service.

Key features:

Omnichannel inbox: Consolidates conversations across all channels into one dashboard for streamlined management. Enables quick responses and efficient ticket handling across multiple platforms.
Self-service portal: Provides a customizable knowledge base and FAQ section for customers. Empower customers to find answers independently, reducing the volume of simple inquiries handled by agents.
Customizable workflows: Allows creation of tailored workflows to match specific business processes. Ensures consistency in handling different types of customer inquiries across the team.
Unified Agent workspace: Omni24 provides a centralized dashboard for agents to manage all customer interactions. The unified workspace gives agents access to customer history, interaction context and relevant knowledge base articles in one place.
Knowledge management: The software includes a robust knowledge management system for creating and organizing support content. Agents can easily access and share relevant information with customers during interactions.
Smart routing: The smart routing feature automatically directs inquiries to the most suitable agent based on factors such as skill set, availability and workload. It ensures that customers are connected with the best-qualified agent to handle their specific issues.

Pricing: Omni24’s pricing starts from $29/user/month and goes up to $149/user/month based on the features as well as add-ons. All plans come with 14 days free trial.

2. Veemo Support

Veemo ECommerce Customer Service Software

Top Ecommerce customer service software for enhancing CX

Veemo Support is an omnichannel help desk software to streamline support operations into a centralized interface. The software is a part of Veemo’s customer engagement suite of products designed to streamline and enhance various aspects of business operations. Veemo Support offers a range of tools to automate workflows, manage tickets efficiently and provide self-service options to customers.

Key features:

Unified ticket management: Veemo support centralizes all customer inquiries from multiple channels into a single ticket view. Allows agents to respond to and manage tickets efficiently with context-aware tools.
Intelligent automation: It offers customizable automation rules to route, prioritize and assign tickets based on predefined criteria. Includes AI-powered features like automatic categorization and suggested responses to speed up resolution times.
Self service portal: The tool enables creation of a knowledge base, community forums and FAQs for customer self-help. Reduces ticket volume by empowering customers to find answers independently.
Proactive engagement: The software enables businesses to proactively reach out to customers based on predefined triggers or behaviors. It can include sending targeted messages, initiating chat invitations, or providing personalized recommendations.
Customer portal: Veemo includes a customizable customer portal where users can view their ticket history, track the status of their inquiries and access self-service resources. The customer portal empowers users to find information independently and reduces the volume of repeat inquiries.
Customizable workflows: The platform allows businesses to create and customize workflows to match their specific processes. The workflows can automate routine tasks, trigger notifications and ensure compliance with service-level agreements.

Pricing: Veemo’s pricing plans start from $29/user/month and go up to 129/user/month based on the features. The software pricing is also customizable as per business requirements.

3. Tidio

Tidio ECommerce Customer Service Software

Great ecommerce customer service tool with user-friendly automation

Tidio is a live chat and automation platform designed to streamline your customer engagement process. It has advanced features such as Automation Center, where you can easily set up flows for automated conversations; Messaging Inbox so that teams can handle multiple conversations in one place and proactively reach out to customers; plus Analytics dashboard which provides broad data-driven insights about your customers’ behaviors on the website. Tidio also integrates with popular tools like Zapier, Facebook Messenger and Slack.

Key features: Uses automations centers for easier communication. Messaging inbox to handle multiple conversations at once so there is a collective streamlining of communication. In depth data-driven analytics dashboard.

Pricing: Tidio starts with a free plan and you can experience various features for $25 a month and $29 a month. You will also have an option to opt add-on features for an additional cost.

4. Freshdesk

Dynamic Ecommerce customer service solution with powerful automation

Freshdesk is an award winning help desk software designed to simplify all aspects of customer engagement processes – from managing tickets to engaging customers across all channels – web, email or phone. Freshdesk comes with a range of self-service tools for customers as well as powerful automation tools for brands. Its massive app marketplace helps businesses streamline their workflow by integrating existing tools into their existing systems seamlessly.

Key features: A comprehensive app marketplace. Easy yet powerful automation tools. Self-Service tools for customers with easy navigation. Engages customers across all communication channels.

Pricing: For small businesses, the plan starts at $15/month and for enterprise level, it starts at $69. Freshdesk has room for every business type.

5. Thrive Desk

Thrive Desk ECommerce Customer Service Software

Best Ecommerce customer support software to automate marketing strategies

ThriveDesk is an AI-powered help desk solution designed specifically for ecommerce businesses. The ecommerce customer support software provides an integrated sales, marketing automation, customer communication hub on one platform that helps you create profitable relationships with your customers through quick replies and personalized assistance throughout the entire buying journey. It ensures that your customers get great experiences at each touchpoint so that you can drive repeat business and build long lasting relationships with them reliably.

Key features: An extensive ticketing system for organizing all customer conversations. AI chatbot integration with natural language processing. Knowledge base for self service support. Variety of integrations with popular tools like Zapier.

Pricing: Thriv Desk has only two offers that can be billed monthly or annually. If you choose an annual plan for a starter pack, it’ll cost only $25 but otherwise they charge $32. A plus user will be charged $85 when billed annually for additional features at disposal.

6. Richpanel

Richpanel ECommerce Customer Service Software

Ultimate Ecommerce customer service support for quicker resolution

Richpanel is an all-in-one suite of helping customers find answers faster while providing agents guidance when they need it most. The ecommerce customer service software platform makes it easier to track at every stage right down to individual product levels. It aids support teams to get a detailed overview of trends enabling proactive decision making throughout the product cycle. Richpanel is integrated with over 30+ live chat services such as Drift & Intercom along with remote access & dimmable display options maximizing user experience and overall efficiency along the way.

Key features: Automated Ticket Resolution for enhancing productivity. Detailed overview of trends and analysis. Easy remote access & dimmable display options.

Pricing: Rich panel claims to offer simple and fair pricing starting at $100/month for starter, $300 for regular and $600 for pro plan. It is a monthly billed price. But, annual billing prices are different.

7. Help Site

Help Site ECommerce Customer Service Software

Top Ecommerce customer service tool for small and medium businesses

Helpsite is an all-in-one customer support platform, allowing businesses to monitor customer service performance in real time. It includes powerful ticketing capabilities to provide detailed customer issue tracking and help desk automation solutions. Features include email notifications, reporting analytics, and customizable Self Help Center that assists customers in finding answers to their questions quickly and easily.

Key features: Real-time customer service performance tracking. Powerful ticketing capabilities. Detailed customer issue & help desk automation solutions. Instant email notifications & alerts.

Pricing: Help site has simple 4 tier pricing plans where the first one is for free, standard plan at $14.99/month, gold at $49/month and plus at $99. You can choose the plan as per your business requirements.

8. Aircall

Ultimate customer service software solution for Ecommerce businesses

Aircall is an omnichannel Marketing solution designed specifically for eCommerce businesses. It offers services ranging from customer support call center software to digital marketing integration solutions. Its features include intelligent telesales routing abilities as well as report generation functions that measure call center efficiency over time.

Key features: Intelligent tele sales routing for efficient use of telephone representatives. Reporting and analytics feature for increasing team’s customer service efficiency. Integrates with web chat conversations.

Pricing: Aircall comes with a 2 tier plan that can be billed either monthly or annually. The monthly cost for starters pack is $120 and professional at $210. You can also customize your plan as per your needs and budget too.

9. Document360

Document360 ECommerce Customer Service Software

Best Ecommerce customer service software with the great support tools

Document360 is a knowledge base solution optimized for ecommerce companies that need to manage complicated operational documents quickly and efficiently. Its core features include advanced search capabilities to find relevant documents quickly, automated document tags for faster retrieval, version control for better collaboration between multiple users on one document project and adaptive suggestions based on data collected from users’ searches of the system knowledge base.

Key features: Advanced search technology to find relevant documents quickly. Automated tagging system allows quick updates while ensuring accuracy. Version control prevents incompatible changes due different working environments.

Pricing: Document360 comes with extensive plans that can be billed monthly or annually. Starting at $199 for standard, they also reach upto $599 for enterprise level.

How to Choose Right Ecommerce Customer Service Software

Choosing the right customer service tool for your e-commerce business can be daunting but it is essential for providing excellent customer service. Here are some tips to choosing the right one.

Choosing Right Ecommerce Customer Service Software

Accessibility and customization: Does the tool offer intuitive access for both customers and your team? Can you customize it to align with your brand’s identity and meet specific business needs?
Integration with E-commerce platforms: Does the software seamlessly integrate with popular ecommerce platforms like Shopify, WooCommerce, or BigCommerce? The integration ensures smooth data flow across your business operations.
User-friendly interface: Is the tool user-friendly and easy to navigate, catering to employees with varying levels of technical expertise? A simple and intuitive interface expedites onboarding and daily use.
Multichannel communication: Does the software support various communication channels, such as live chat and messaging apps like WhatsApp or SMS? Diverse communication options accommodate customers’ preferences and needs.
Additional features: Beyond basic functionality, what advanced features does the tool offer? Consider aspects like call routing, call recording, and interactive voice response (IVR) to enhance customer interactions.
Multichannel support and social integration: Can the tool provide multi channel support, allowing customers to engage via different platforms? Does it integrate with social media channels to manage inquiries effectively across all fronts?
Analytics and insights: Does the platform incorporate analytics capabilities? The ability to gather insights and data on customer interactions is crucial for refining your support strategies, improving response times, and enhancing overall customer satisfaction.

Benefits of an Ecommerce Customer Support Tool

An ecommerce customer support solution can be a valuable asset to any online store. However, it also offers several other benefits that are worth exploring.

Ecommerce Customer Support Tool Benefits

Here are eight key ways in which an e-commerce customer support solution can be a game-changer for your business:

Accessibility
Online customer service software ensures that assistance is just a click away for your customers. Regardless of their location or preferred communication channel, they can access help quickly and effortlessly, improving their overall experience.
360-Degree customer insights
Integration of data from various channels provides a comprehensive view of each customer. A holistic understanding enables you to tailor your interactions, anticipate needs, and offer personalized experiences, ultimately strengthening customer relationships and loyalty.
Automation
Leveraging technology, you can automate routine tasks such as delivering FAQs and forms, significantly increasing efficiency. Your customer support team can focus on more complex inquiries that require a human touch because the automation frees up all the valuable time that is otherwise wasted on menial tasks. It improves overall service quality.
Streamlined communication
An automated tool ensures swift responses to straightforward queries and automated follow-ups when customers fail to respond within a set timeframe. No longer will you waste time manually tracking conversations or waiting for leads to reply, as the system takes care of these processes seamlessly.
Enhanced customer experience
Intelligent systems that enable personalization contribute to a heightened sense of customer value. By addressing issues promptly and tailoring interactions, customers feel acknowledged and valued. In turn, it leads to increased satisfaction and long-term loyalty as customers appreciate the efficient and personalized service they receive.
Data-driven decision making
A robust customer support solution collects valuable data on customer interactions and inquiries. The information gathered can be analyzed to identify trends, pain points and areas for improvement. With data-driven insights businesses can make informed decisions to optimize products, services and support processes.
Consistency across channels
A well-implemented e-commerce support tool ensures consistent messaging and service quality across all communication channels, be it email, chat, social media, or phone. It reinforces your brand’s reputation by consistently building trust and reliability with customers.
Scalability
As your business grows, so do your customer support needs. A capable e-commerce customer support tool can scale with your business, accommodating increased inquiry volumes and expanding customer bases without compromising the quality of service. Scalability ensures that your support system remains effective even as your business expands.
Incorporating an e-commerce customer support solution into your business not only ensures efficient problem resolution but also establishes a strong foundation for lasting customer relationships and sustained success in the competitive online marketplace.

What Makes Omni24 the Best ECommerce Customer Service Tool

Omni24 stands out as an exceptional eCommerce customer service tool due to its comprehensive and user-friendly features. The platform streamlines communication, enabling businesses to engage with customers across various channels, including live chat and social media. An omnichannel approach ensures that customer inquiries are addressed promptly and effectively, enhancing the overall shopping experience.

Data analytics capabilities provide valuable insights into customer behavior and preferences. Tracking interactions allows businesses to identify trends and improve service offerings, increasing customer satisfaction as well as retention. A data-driven approach empowers brands to make informed decisions and tailor strategies accordingly.

Investing in Omni24 elevates customer support and drives growth along with profitability. Prioritizing exceptional service helps businesses build a positive brand reputation and encourage repeat purchases in an increasingly competitive eCommerce market.

Scale Your Conversations with Omni24’s Digital Customer Experience Platform

Omni24’s DCX platform harnesses automation and AI to deliver unified customer experiences across digital channels, while keeping human touch.

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FAQs about ECommerce Customer Support Solutions

1. How can ECommerce Customer Service Tools help with scaling a business?

As a business grows, it becomes increasingly challenging to maintain effective customer support. ECommerce Customer Service Tools can help automate processes, centralize customer interactions, and ensure consistent service quality even as a business scales. Scalability allows businesses to handle a higher volume of inquiries efficiently.

2. Why do businesses need Ecommerce Customer Service Software?

Customer expectations have increased exponentially and businesses need to meet these expectations to thrive. Ecommerce Customer Service Software helps businesses deliver fast, personalized, and effective customer support. It improves response times, ensures consistency in customer interactions and allows businesses to scale their customer service operations efficiently.

3. Is Ecommerce Customer Service Software suitable for small businesses?

Yes, Ecommerce Customer Service Software is suitable for businesses of all sizes. While larger enterprises may have more complex requirements and higher customer volumes, small businesses can also benefit from the automation and organization that this software provides. It helps small businesses to streamline their operations, enhance customer satisfaction, and compete with larger players in the industry.

4. How can businesses measure the effectiveness of their Ecommerce Customer Service Software?

Ecommerce Customer Service Software typically provides reporting and analytics features that allow businesses to measure key metrics like response times, customer satisfaction ratings, ticket volume, and resolution rates. By analyzing these metrics, businesses can identify areas for improvement, track their progress, and ensure they are providing exceptional customer service.