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Best Customer Support Tools for Ecommerce

Helping the customer through their journey with tech and people.

Sponsored by:

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What are the best customer support tools for Ecommerce?

The main support tools every brand needs as they grow are going to be:

  • Helpdesk
  • Knowledge Base / FAQ
  • Live Chat
  • Order Lookup Tools
  • Policy Pages

Customer Support

Filter by Store Size

What is Moast?

A solution that eCommerce brands can use to connect their prospective customers with existing customers for real life demos

What is Tidio?

All-in-one customer experience solution with live chat, AI chatbots, and multichannel communication

What is Aircall?

A cloud-based call center software that helps your eCommerce business transform its customer support management, making a better customer experience.

What is Shopicam?

Shopicam is a shoppable video player in a chat bubble displayed on your product detail or checkout page that has a higher conversion rate than regular chat.

What is Shop Phone?

Real Human Conversations Triggered by Important Events and Customer Behaviors

What is LTVplus?

Expert eCommerce Customer Service outsourcing that cares about conversion rate and retention.

What is Nibble Technology?

The premier AI negotiation platform, adept at fostering mutually beneficial outcomes on a grand scale.

What is Zevi?

An innovative tool that revolutionizes the online shopping experience by integrating advanced AI-driven solutions

What is eDesk?

A comprehensive customer support platform designed to streamline and optimize the management of customer queries and issues

What is Freshworks?

A cloud-based software company that provides customer engagement, sales, support, and marketing solutions to businesses worldwide.

What is Grapevine Surveys?

A convenient and efficient way for Shopify merchants to measure customer satisfaction and gain insights into their experiences

What is Deskpro?

A comprehensive helpdesk software designed to streamline customer support operations for businesses of all sizes

What is

An innovative platform that revolutionizes the future of eCommerce sales by leveraging the power of GPT and AI

What is Redo?

A return management platform that aims at improving the returns process by focusing on boosting sales and cultivating customer loyalty

What is Genie?

A cutting-edge tool designed to streamline inventory analysis, planning, and ordering processes for online merchants

What is Macaroni?

Macaroni is an end-to-end SEO platform designed specifically for Shopify users.

What is Tidio?

All-in-one customer experience solution with live chat, AI chatbots, and multichannel communication

What is Moast?

A solution that eCommerce brands can use to connect their prospective customers with existing customers for real life demos

What is Decile?

Customer data platform that provides strategic insights that help you act on your analytics to actually grow your store.

What is

All about helping merchants gather and display customer reviews and user-generated content to actually have an effect on sales

What is Omnisend?

Omnichannel Marketing Automation Built for eCommerce

Why use Customer Support apps?

In the beginning, customer support tools are used to mitigate the need for real people to constantly be manning the front lines of your store. Over time, the demand bubbles up and there is no stopping the flood of inquiries that follows a successful store. As the inquiries come in, its your job to manage them, categorize them, and then find technology solutions that help solve them -first by mitigating as many problems as you can, and then second by answering the questions as quickly and thoroughly as possible to leave the customer (or prospective customer) feeling satisfied.

When should you be investing in Customer Support apps?

As you grow, more problems start to emerge, and you need people to handle these problems, with the tools only being there to help streamline the use of your team's (or outsourced teams) time. Aside from basic ticket mitigation strategies that come from the onset - like having a clear FAQ page and policies - you are going to want to make your first major investment right around the time you hire your first support agent or support manager. This person needs a tool, or a few tools, to help them not only do a great job today, but improve the process for tomorrow.

Who is managing these Customer Support apps?

Typically your head of Ecommerce, head of operations, customer service manager, or if the company is small, you as the CEO will be managing these tools yourself. The goal is to get this out of your hair as quickly as possible, which is why I always recommend your first couple of hires in customer service/support be a little bit above the paygrade - hire for experience, and hire management quality people early and it will save you tons in the long run, especially for high-growth brands.

What are the most important Customer Support features?

By far, this is the most important category for making sure your support tools integrate with the rest of your stack -be it your Shopify, your helpdesk, your chat, your SMS, your CRM, or even your loyalty and review tools. You need integrations.

On top of that, you want tools that really understand the needs of Ecommerce well. This isn't SaaS support, it's not enterprise, its Ecommerce, and we have relatively basic needs that we want to scale from. Make sure the tool caters towards these needs and watch out for overly robust, "bells and whistles" type tools that cost more than you need to be paying.