Top Customer Service Software Platforms for E-commerce Success

In today’s cut-throat competition in the e-commerce business, customer service software is one of the decisive factors for success. Clients prefer immediate, efficient, and relevant help in pre-purchase, during the identification of services or products to purchase. 

Numerous studies made it evident that more than 84% of overall internet customers believe consumer service is crucial.

Therefore, you must select an ecommerce customer service according to company objectives and its specific needs.

In this Provis Technologies blog, you will learn about what customer service software platforms are for e-commerce, why you need them, and how to select the right solution for your business.

What is Customer Service Software for E-commerce?

Customer service software refers to software or tools to easily manage the tasks of customer support. 

As for e-commerce websites, the functionality included here is live chat, email ticketing, social media messaging, knowledge bases, and automation. They enable organizational stakeholders to meet customers’ objections right on the site and boost their engagement.

The best customer service software helps tackle these challenges by:

1. Centralizing all the interactions of the customer.
2. Automatically performing the repetitive tasks.
3. Providing data into customer behavior for a personal approach.

Why Are Customer Service Tools So Important for E-commerce?

Enhancing Customer Satisfaction

In today’s highly dynamic e-business environment, customers demand an immediate response to their queries. Whether the customer has a question regarding the shipment or a feature of the product, the delay leads to dissatisfaction. This results in a drop in trust and sales.

Thus, customer service software platforms allow fast replies to customers which in turn enhances the experience when shopping.

Boosting Customer Loyalty

To keep customers coming back, you must ensure good customer service every time because people only come to buy a product once. Moreover, features such as live chat and individual e-mail communication promote multiple purchases and regular customer visits.

Streamlining Operations

Customer questions or concerns may come to an e-commerce company through email, social media, live chat, and much more. Therefore, the customer service software platforms manage all these customer interactions in one place for easier management. 

As a result, the support teams can handle tickets and write responses at a better pace.

Reducing Workload Through Automation

Automation allows for relief from standard questions like FAQs or order status. This assists the support executive in dealing with other issues. 

Another advantage of automation is that it minimizes the variation in support.

Providing Actionable Insights

Modern customer service comes with analytics and reporting functions that enhance the understanding of customers and their problems. The insights from Customer Service Software Platforms help businesses enhance their products and policies to rectify the negative encounters.

How to Choose the Right Customer Service Software for Your E-commerce Business

Choosing the appropriate customer service software will depend on your enterprise’s scale, cost constraints, and requirements. Here are a few factors to consider:

1. Understand Your Business Needs

To evaluate an ecommerce help desk software, determine crucial issues like: 

• Do you find it difficult to handle large numbers of communications? 
• Are you in need of enhanced social media promotion? 

2. Evaluate Features

Choose software with features that match your goals. The essential features of e-commerce include:

• Real-time chat for quick assistance.
• Automation helps perform repetitive tasks.
• Databases for self-service solutions.

3. Consider Scalability

A business and its customer service requirements are dynamic and will experience growth as your business expands. Thus, select a tool that can absorb the work intensity of your business. 

4. Integration with E-commerce Platforms

Make sure that the Customer Service Software Platforms can easily connect and sync to your e-commerce platform including Shopify, WooCommerce, and Magento. This means that your support team can view orders and customers, making resolutions much faster.

5. Compare Pricing

Customer service software platforms are available at different price points. There are less expensive ones like HelpCenter applicable in small business ventures while others like Zendesk come with the extra features preferred for larger companies. Therefore, evaluate your business requirements and invest accordingly.

6. Test Usability

Usability is also a major factor to consider and it is specifically important when the app needs to be adopted by a new team. However, it is common to find a free trial that the software providers give. You can use this to determine the tool’s capability and its ease of use.

Top Customer Service Software for E-commerce

1. Zendesk

Zendesk is an ideal choice for companies that are into e-commerce business regardless of the size of the company. They provide an incredible ticketing system, live chat, and intelligent automation in responding to questions. 

To make sure that all the customer contacts and communications are collected in one place, this customer service software uses an omnichannel strategy where all the interactions are connected.

This includes emails, social media platforms, or calls. Zendesk also synchronizes with the most popular online shopping systems such as Shopify and WooCommerce, which makes it a universal tool.

2. Gorgias

Gorgias is built for e-commerce solely and addresses mostly FAQs, such as the status of an order and refund policy.

For instance, in platforms like Shopify, the communication tool enables support agents to see customer information, process refund requests, and change orders without leaving the tool.

Gorgias is also suitable for email, chat, social media, and multiple points of contact.

3. HelpCenter

The HelpCenter is an affordable solution for shops ranging from small to medium ones focused on Internet sales. 

It offers features such as FAQs, ticketing, and live chat. It is easy to install and operate, especially for a business that has little or no IT support. 

HelpCenter is great for situations in which you want to give brief support for free.

4. Help Scout

Help Scout is the modern and streamlined customer service software that is preferred by many businesses. They provide ticketing through email support, real-time chat, and the knowledge base for self-solution finder. 

Help Scout’s shared inbox effectively makes it possible for several workers to address consumers’ problems. It also comes with reporting and analytics to monitor performance.

5. HubSpot

HubSpot’s Service Hub is part of its overall ecommerce CRM solutions and suits organizations that want to integrate customer service with the sales and marketing departments. This includes live chatting and ticketing systems with automation. 

This way businesses can successfully capture complex data about customers and tailor their service strategies to their needs.

6. LiveAgent

LiveAgent is a single-platform solution to handle customer service on various channels.

Moreover, LiveAgent can easily be integrated with almost any website, with ease of installation, and is both scalable and easy to adopt irrespective of the size of the business. However, its real-time chat widget is especially useful in increasing customer engagement.

7. Tidio

Tidio is a practical and cheaper tool for e-commerce stores. With Tidio, AI chatbots are useful for answering frequently asked questions. Therefore, the complex tasks are assigned to humans. 

It perfectly fits into e-commerce platforms and acts as a perfect tool for simple but efficient customer communication.

Top Features to Look for in Customer Service Software

Live Chat

Ecommerce live chat software is one of the critical components of turning website visitors into customers. They allow for direct message exchange and answer queries in a comparatively short time.

Ticketing System

A well-developed ticketing system in an ecommerce customer support software ensures that no customer query remains unaddressed. With a ticketing system of customer support software, inquiries from several sources are grouped into one place.

Automation

The use of automatic responses and intelligent processes is cost-efficient and time-saving. Automation in customer service software platforms makes it easier to perform tasks such as sending customers an order confirmation or answering questions.

Knowledge Base

Cutting down the workload of the support team, a self-service knowledge base enables the customer to get answers by themselves.

Analytics and Reporting

Customer analytics helps to analyze interactions with the customer and define its potential strengths and weaknesses.

Final Thoughts

This customer service software is beneficial for e-commerce targets to offer significantly better customer experience. From bettering customer experience to increasing effectiveness to gaining more significant insights, the right tool can go a long way.

Therefore, by understanding your needs and evaluating all the available solutions you can choose the right solution that will perfectly fit your business needs. Moreover, remember that when you decide to invest in good customer service, the company will create a long-term relationship with them.