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Best Customer Support Tools for Ecommerce

Helping the customer through their journey with tech and people.

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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

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What is Aircall?

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

What is Loop Returns?

Loop Returns is all about automating the return management process to incentivize exchanges, decrease returns and save your customer support team time.

What is Wonderment?

Wonderment is a proactive order tracking platform that sends notifications to consumers about the status of their order, including delayed or lost shipments.

What is LTVplus?

LTVplus is Expert Ecommerce Customer Service outsourcing that cares about conversion rate and retention.

What is Yardline?

Category and platform agnostic funding marketplace built specifically for Ecommerce brands and retailers.

What is Reaktion?

Better tie together, analyze, and Increase your ecommerce profits with ease.

What is FUGU?

FUGU prevents more instances of fraud by following the purchaser after the purchase to better calculate the risk of fraud.

What is Opinew?

Opinew is a smart review platform for DTC brands showcasing reviews on their site from across the web for increased social proof and conversation rate.

What is Netcore?

Netcore is a customer engagement and experience platform that creates personalized digital experiences to fuel omni-channel growth.

What is Sendlane?

Sendlane is an email and SMS marketing platform that combines functionality with methodology to increase conversions and total revenue.

What is Carro?

Carro’s Brand Partnership tool is like going Shopping for products for your store, without a traditional wholesale relationship or any inventory commitments.

What is Rewind Backups?

Rewind is an easy to use back up tool for your Shopify or BigCommerce store, providing peace of mind that when things break you will be able to fix them fast.

What is SMSBump?

SMSBump is the largest SMS marketing tool in the Shopify app market, designed specifically for Shopify with extremely robust functionality and features.

What is Gorgias?

All-in-One Customer Support Specifically Designed for Ecommerce

What is Viral Loops?

Viral Loops improves customer lifetime value by incentivizing word-of-mouth marketing in pre-sale and post-sale campaigns.

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.