customer-support

Best Customer Support Tools for eCommerce

Helping the customer through their journey with tech and people.

All 
Customer Support
 eCommerce Apps
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SoldLive

A Shopify-native, AI-powered sales tool for Facebook and Instagram live sellers that acts as a virtual agent

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Live Selling
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SoldLive
Jul 04, 2025
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Pythia AI

Accelerate customer service with AI automation for faster responses and happier customers!

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New to eCommerce Tech
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Pythia AI
Jul 02, 2025
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Help Scout

A customer support platform built for eCommerce brands, combining shared inboxes, help docs, and live chat.

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New to eCommerce Tech
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Help Scout
Jun 26, 2025
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Intercom

AI customer service platform for helps eCommerce brands

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New to eCommerce Tech
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Intercom
Jun 26, 2025
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LiveChat

AI live chat platform that delivers real-time support, automates routine inquiries, and integrates seamlessly with your eCommerce stack.

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Customer Support
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LiveChat
Jun 20, 2025
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Kustomer

AI CRM platform, delivering personalized and efficient service across all channels.

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Customer Support
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Kustomer
Jun 20, 2025
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Olark

Live chat platform that helps eCommerce brands boost sales and customer satisfaction through real-time support and personalized messaging.

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Customer Support
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Olark
Jun 18, 2025
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Groove

All-in-one help desk software, offering effortless customer support and enhanced team collaboration.

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Customer Support
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Groove
Jun 18, 2025
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Happyfox

Help desk software for superior customer satisfaction and seamless service management.

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Customer Support
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Happyfox
Jun 18, 2025
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Keeping

Turn Gmail into a powerful help desk, boosting efficiency and customer satisfaction effortlessly.

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Customer Support
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Keeping
Jun 18, 2025
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Zoho Desk

Customer service platform that helps eCommerce brands manage support tickets, automate workflows, and deliver seamless omnichannel experiences.

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New to eCommerce Tech
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Zoho Desk
May 30, 2025
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WhatsApp Business Platform

Messaging platform that helps eCommerce brands connect with customers at scale through personalized, real-time conversations on WhatsApp.

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Customer Support
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WhatsApp Business Platform
May 16, 2025
Our top picks for 
Customer Support
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What are 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

Why use Customer Support software?

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 invest in Customer Support software?

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 in your team is managing Customer Support software?

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 features to consider when buying Customer Support software?

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.

Related Categories

Customer Service Helpdesk
Jun 23, 2025
Customer Service Outsourcing
Mar 28, 2025
Order Tracking
Jun 23, 2025

Other resources to help you build a better
eCommerce Tech stack

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