What Is eCommerce Retail Customer Service?

E-commerce Retail customer service refers to the process of providing assistance to customers of an online store. In today's digital-first world, e-commerce customer service has become a prerequisite for the success of any online business. Right from resolving customer issues to helping them make better purchase decisions, online businesses need to offer reliable support 24x7.

What is ecommerce customer service

How Can a Help Desk Software Help an E-Commerce Business?

Keep Tickets Organized
Keep Tickets Organized

Whether it is about tracking packages or processing refunds, an e-commerce help desk allows you to stay organized. Track all issues in a central place and resolve tickets faster.

Promote Self-Service
Promote Self-Service

With help desk software for e-commerce, you can easily create and maintain a self-service portal. Simply help customers find relevant help before they reach out to your team.

Offer Personalized Service
Offer Personalized Service

Use the power of customer context to understand your customers’ past activities and interactions. Share personalized experiences and make your customers choose you over your online rivals.

Improve Your Response Time
Improve Your Response Time

The key to a well-performing support team is the balance between speed and quality. Create an automated workflow and significantly improve your response times for happy customers.

Increase Online Conversions
Increase Online Conversions

An e-commerce help desk system is designed to make it easier for customers to buy from you. Interact with customers in real-time and convert more prospects into buying customers.

Collect Customer Feedback
Collect Customer Feedback

To serve your online shoppers, it is important to know what they like or dislike. Share attractive surveys with customers to measure customer satisfaction as well as loyalty.

Say Yes to Effortless eCommerce Retail Customer Service

Grow eCommerce & Retail Revenue

Offer delightful support that grows conversions & loyalty

E-commerce customers have sky-high expectations from every online brand. With ProProfs customer service software for e-commerce, track every support issue from start to finish and resolve tickets faster. Use our live chat and Chatbot feature to greet visitors, resolve their concerns, and generate top-quality leads. Easily collaborate across the organization and help customers at the right time for more sales.

  • tick ProProfs chat tick Resolve tickets faster
  • tick ProProfs chat tick Generate more leads with Chatbot & live chat
  • tick ProProfs chat tick Offer help at the right time for more sales
Grow eCommerce revenue with ecommerce help desk

Offer Multichannel eCommerce Support

Accelerate e-commerce growth with live chat & knowledge base

Online customers demand top-notch service irrespective of the channel they choose to contact you. Easily manage all customer-facing inboxes such as returns@, billing@, sales@, info@, etc. using a shared inbox. Interact with website visitors using Live Chat and convert them into buyers. With our helpdesk software for retail & e-commerce, create an extensive help center and support customers 24x7.

  • tick ProProfs chat tick Shared inbox for all support conversations
  • tick ProProfs chat tick Convert visitors into buyers with Live chat
  • tick ProProfs chat tick Offer 24x7 help center

Achieve More With Automated Workflow

Extensive automations to reduce costs & increase productivity

Manual or repetitive tasks can lead to agent burnout and bring human errors into the process. With our help desk software for ecommerce business, you can automatically route tickets to available or skilled agents. Respond to frequently asked questions with canned responses and save everyone’s time. Moreover, ProProfs Help Desk allows you to keep all your agents and customers updated with automated alerts and notifications.

  • tick ProProfs chat tick Automatically route tickets to skilled agents
  • tick ProProfs chat tick Save time with canned responses
  • tick ProProfs chat tick Automated alerts for ticket updates & SLA violations
Automated workflow with help desk software for ecommerce business

Capture eCommerce Customer Service Metrics

Gain all insights you need to support online customers

E-commerce companies have to be proactive in solving customers’ problems while constantly improving processes based on data. Use our smart reports to view daily, weekly, or monthly performance at a glance. Easily track your average first response time and monitor SLAs to meet expectations. Measure popular e-commerce customer service metrics- CSAT & NPS and take your support to the next level.

  • tick ProProfs chat tick Check daily, weekly, or monthly performance
  • tick ProProfs chat tick Monitor key SLAs & response time
  • tick ProProfs chat tick Measure CSAT & NPS

Watch Your Online Business Grow With ProProfs Help Desk

Must-have Features of eCommerce Customer Service Tool

  • Effortless Implementation eCommerce customer service features
    Effortless Implementation

    No need for heavy training or coding skills. Get started in minutes.

  • Anytime, Anywhere Access eCommerce customer service features
    Anytime, Anywhere Access

    Easily access all e-commerce help desk features from your laptop, tablet, or smartphone.

  • Quick responce with the help of canned responses in ecommerce business
    Canned Responses

    Quickly respond to commonly asked customer questions with canned responses.

  • Monitor e-commerce customer service metrics
    Reports & Analytics

    Monitor e-commerce customer service metrics and delight online customers.

  • Customize your e-commerce help desk
    Customization Capabilities

    Customize your e-commerce help desk to suit the way your team works.

  • flexible plans and scale your e-commerce operations

    Choose from a range of flexible plans and scale your e-commerce operations.


  • Everyone should give it a try!
    I love ProProfs user experience. The interface is easy to use yet packed with powerful settings.
    Daniel Stein
    Professor Daniel Stein

    Director of Technology Initiatives, Touro College

  • Excellent Customer Service!
    ProProfs support is one of the best I have experienced. They truly care about their customers and deliver resolutions fast.
    Bill Wisell
    Bill Wisell

    Health Licensing Coordinator, Nebraska Department of Human and Health Services

Press & Ratings

ProProfs Help Desk Software Capterra Review
ProProfs Help Desk Software SoftwareSuggest Review
ProProfs Help Desk Software FinancesOnline Review
ProProfs Help Desk Software G2Crowd Review
ProProfs Help Desk Software SaaSGenius Review
ProProfs Help Desk Software CrozDesk Review

Try ProProfs eCommerce Help Desk Software for Free

Convert awesome customer service into more online sales with our powerful help desk solution
Get Started Free

tick Created with Sketch. No credit card required.

Try it Free Get a Demo
Sign Up Free