8 Best E-Commerce Customer Service Software for 2024

If you ask me what successful e-commerce brands have in common, I would always say, “the passion to deliver delightful service.”

Timely and reliable support can help assist shoppers, win their trust, and boost your online sales. This is where I think e-commerce customer service software plays a pivotal role. 

If you are searching for the right solution, allow me to introduce you to eight options currently dominating the market. 

Which Is the Best Customer Service Software for E-commerce Businesses? 

Before you even start with the list, let me make your job a little easier. 

Out of all the options mentioned in this blog, here are the top 3 tools that I will recommend to you for top-notch e-commerce service.  

1. ProProfs Help Desk 

If you are looking for an automation powerhouse that doesn’t cost a fortune, ProProfs Help Desk can be your ideal choice. You can use live chat to promote ongoing offers, create an online knowledge base to encourage self-service, and deploy powerful chatbots to assist shoppers 24/7. 

2. Hiver 

If your team uses Gmail to handle customer service emails, you can give Hiver a try. With a familiar-looking interface, you can turn your Gmail inbox into a full-fledged help desk system. Agents can track who is working on what and avoid task duplication with collision detection. 

3. Zoho Desk 

Zoho Desk is another affordable option that can help you cater to online shoppers on multiple channels. Whether customers reach out to you via email or social media, you can give them a consistent experience every time. 

8 Top Customer Service Software for E-Commerce

Now, it’s time to explore each tool’s features and functionalities in some detail. I will share their unique features, pros and cons, and pricing details for a fair analysis. 

1. ProProfs Help Desk – Best for Automated E-commerce Support 

ProProfs Help Desk stands out as free eCommerce help desk software, which helped my team assist online shoppers at the right time and boost sales. 

We use the live chat functionality to share proactive chat invitations, personalized greetings, and promotions about upcoming events or offers. This impactful feature helped us increase our sales by 3 times and reduce cart abandonment rates. 

Another thing worth mentioning is that you can create an online knowledge base to reduce your ticket volume. For instance, your knowledge base can include FAQs on return and refund policies, diverse payment methods, current promotions, and more. 

Now, when it comes to automation, ProProfs Help Desk is second to none. Right from ticket routing to notification sharing, I can automate almost all the repetitive tasks. Besides, I suggest you use this tool to create chatbots to assist shoppers 24/7. 

What you’ll like: 

• Ticket prioritization to get your team’s attention on what’s important 
• Canned responses to share consistent and faster replies
• Parent-child ticketing to break complex issues into smaller tasks 
• Automated CSAT surveys to measure service quality after every interaction 

What you won’t like: 

• Frequent feature rollouts can be overwhelming for some users 
• Integrations to social media platforms should be added 

Pricing:

FREE for a single user. Plans start at $19.99/user/month for 2 or more users. No hidden fees. A 15-day money-back guarantee.

2. Groove – Best for Shopify Integration 

Image Source: GrooveHQ

Did you know that there are around 1.75 million Shopify merchants across the globe? If you, too, own a Shopify store, you can consider Groove for your team. 

By integrating Groove with Shopify, my agents could view customer information (like shipping details, past orders, etc. ) right in the conversation sidebar. This helped us understand customer needs better and offer personalized assistance. 

I’m sure you will love Groove’s intuitive mobile, which allows users to add notes, @mention colleagues, and respond to tickets even when on the move. 

On the downside, I feel their customer support team should be more responsive. I have personally encountered instances where the team took several days to respond to a simple query. 

What you’ll like: 

• Advanced rules to automate your customer service workflows
• Round-robin method to automatically distribute tickets among team members 
• The live chat widget can be customized as per your requirements
• HubSpot and Salesforce CRM integrations for improved support 

What you won’t like: 

• Priority support and a dedicated account manager are only available in the higher-end plans
• There is no provision to create your own chatbot

Pricing:

Starts at $12/user/month

3. Freshdesk – Best for Help Desk Customization 

Image Source: Freshdesk 

Everyone wants their help desk to work as per their business needs. This is where Freshdesk comes to my mind, thanks to its robust customization features. 

Freshdesk’s customization features allowed me to tailor the support platform to our unique business needs. With customizable ticket forms, email templates, and automation rules, we could maintain brand consistency and enhance the support experience. 

I suggest you use ready-made themes to customize your customer portal the way you want. Also, you can use the link tickets feature for club-related support tickets and speed up the issue resolution process. 

What you’ll like: 

• Team inbox to manage all customer communications in one place
• Canned responses to deliver consistent replies to customer queries
• Automated notifications to update team members about changes happening to tickets
• WhatsApp integration to enhance social media customer service

What you won’t like: 

• More advanced reporting metrics should be offered
• When you change a ticket’s status, you will have to refresh your inbox multiple times to see the result 

Pricing:

Starts at $15/user/month 

4. Hiver – Best for Gmail-Based Help Desk

Image Source: Hiver 

Unlike traditional eCommerce customer service software, Hiver helps you convert your Gmail inbox into a full-fledged support suite. Seems interesting, right? Let me explain how it works. 

After using Hiver’s free trial, I think the tool does a great job of combining the simplicity of a Gmail inbox with the complexity of a ticketing system. Whether it was email, chat, phone, or WhatsApp, I could manage all my customer interactions from a familiar interface. 

While Gmail may not be designed for internal collaboration, Hiver sure is. In simple steps, you can track who is working on what and prevent duplicate replies with collision detection. 

That being said, if your online business does not use Gmail and uses a different email client instead, Hiver does not have anything to offer. 

What you’ll like: 

• A familiar interface will help your team get started in no time 
• Custom reports can be created in a few clicks to monitor relevant metrics
• Mobile apps to respond to customers even when on the field
• Short surveys to capture customer feedback for each ticket 

What you won’t like: 

• The platform is designed solely for Gmail users
• Integration options are quite limited 

Pricing:

Starts at $10/user/month 

5. Helpwise – Best for Live Chat 

Image Source: Helpwise

If you wish to grab the attention of visitors and prospects on your eCommerce store, live chat is a must. This is precisely where Helpwise can be a good option for your online business. 

While using Helpwise, I could trigger hyper-personalized messages based on a visitor’s time scrolling through our online store. This simply meant more leads and higher conversion rates. 

You can use this tool to assign each conversation to the right agent, add relevant tags to tickets, and create automation rules to tackle manual tasks. 

On the downside, the Standard plan is limited to just three shared inboxes. So, if you want to connect more inboxes like support@, contact@, etc., to your help desk, you will have to pay more. 

What you’ll like: 

• Internal notes and mentions for improved team collaboration
• Chatbot to automate answers to common customer queries 
• Ticket forms to obtain relevant information about a ticket 
• Two-factor authentication to boost help desk security 

What you won’t like: 

• The Standard plan is limited to just three shared inboxes
• The mobile app for Android lags at times 

Pricing:

Starts at $12/user/month 

6. Gorgias – Best for AI-Powered Support 

Image Source: Ecomsutra.com

Gorgias brings multiple AI-powered features to the table to help your team achieve more in less time. 

Whether you receive a return request or an order status inquiry, AI scans every incoming message and composes an answer instantly. Your agents can then edit the response if needed and share an instant reply. 

I suggest you also use their AI feature to automatically detect and close spam tickets. 

On the downside, I’m not a big fan of Gorgias’ pricing structure. Instead of charging you for every user, they charge you on the basis of the tickets you create. So, if you have a high ticket volume, you have no other option but to opt for the Enterprise plan. 

What you’ll like: 

• Facebook and Instagram integrations for omnichannel customer support
• Customer information, such as previous orders and reviews, can be tracked in one place
• Automatically reply and close help desk tickets 
• Canned responses can be created for all the common questions you receive

What you won’t like: 

• The Basic plan is limited to just 300 tickets/month 
• The reporting functionality is still in its infancy, and more metrics should be added

Pricing:

Starts at $50/month 

7. Zoho Desk – Best for Multichannel Ticketing 

Image Source: Zoho Desk 

For any online business, support tickets can come in from multiple directions. 

While using Zoho Desk for over a year, I was impressed with its multichannel capabilities. Regardless of how customers reached out to us – be it through email, phone, social media, live chat, or web forms – all tickets were consolidated in a unified interface. 

This made it possible for my agents to easily access and respond to relevant tickets. In addition, assignment rules and channel-specific automation ensured no ticket was overlooked, guaranteeing a prompt response to every customer.

On the other hand, I find it quite disappointing that the live chat feature is made available exclusively for the Enterprise plan users. 

What you’ll like: 

• knowledge base can be customized to match your website’s design and feel
• Ticket statuses such as open, overdue, unassigned, etc. for an organized inbox 
• An online community forum can be embedded on your website or mobile app
• Managers can track ticket traffic on different communication channels

What you won’t like: 

• The live chat feature is only available in the Enterprise plan
• Zoho Desk lacks advanced reporting capabilities

Pricing:

Starts at $14/user/month 

8. Intercom – Best for Proactive Support 

Image Source: Intercom

I think proactive support can empower your business to anticipate shopper needs and meet their expectations. 

Intercom is designed just for that. With automated triggers and personalized messaging, it enables proactive communication, guiding customers through potential issues. This fosters a seamless customer experience by addressing concerns before they arise, ultimately enhancing satisfaction and loyalty.

Also, the platform’s built-in AI can be used to summarize queries or complaints, draft replies, and autofill ticket information. 

On the other hand, I find Intercom’s pricing quite expensive compared to other options in the market. Its second plan starts as high as $99/user/month. 

What you’ll like: 

• Multilingual help center to support a global customer base 
• Simple bots for lead qualification and customer service 
• Product tours for improved customer onboarding
• Android and iOS mobile apps for anytime and anywhere support 

What you won’t like: 

• Expensive pricing makes it an unsuitable option for small to mid-sized businesses
• Navigation can be a little bit clunky/confusing at times

Pricing:

Starts at $39/user/month 

In the end, I would suggest you choose ProProfs Help Desk for its simple interface and rich automation capabilities. I understand that there is stiff competition in every e-commerce category. To differentiate your products and store from others, it only makes sense to invest in good technology. No matter which tool you choose, you can opt for a free trial and explore the features on your own. 

If you have more questions about this topic, feel free to explore this small FAQ section below. 

Learn More About Customer Service Software for E-Commerce

Q. What are the key features to look for in eCommerce customer service software?

Here are some popular features you can look for in your tool: 

• Multichannel Support: Ability to manage customer queries across various channels like email, live chat, social media, and phone.
• Automation Tools: Features such as chatbots and automated responses to streamline routine tasks and provide quick resolutions.
• Integration Capabilities: Seamless integration with other tools and platforms, such as CRM systems and eCommerce platforms.
• Proactive Chat: Live chat and proactive engagement tools to assist customers in real-time, improving the overall shopping experience.
• Analytics and Reporting: Robust analytics to track customer service performance, monitor key metrics, and identify areas for improvement.
• Scalability: Ability to scale with the growth of your eCommerce business, accommodating increased customer service demands.

Q. Why do eCommerce businesses need customer service software? 

eCommerce businesses require customer service software to ensure efficient handling of inquiries, provide timely support, and enhance customer satisfaction. It centralizes communication, streamlines issue resolution, and offers tools like live chat and automation to meet the demands of online shoppers, fostering trust and loyalty for sustainable growth.