If you’re an online retailer, you know that customer satisfaction is everything. Failing to provide good customer service can have a significant impact on your company’s bottom line.
In fact, research has found that 68% of consumers say they are willing to pay more for products and services from a brand known to offer good customer service. In contrast, just one negative experience will cause 51% of customers to never do business with a company again.
When it comes to good customer service, it’s clear that the stakes are high!
However, it can be a struggle for many online sellers to maintain high customer satisfaction levels when volume is high, and resource optimisation is at a premium. Fortunately, customer service software known as “help desks” exist to help you manage your customer service issues.
Help desk software is a highly sophisticated business tool that typically integrates with various customer service touchpoints to provide customer service across numerous channels and all in one place.
Finding the right eCommerce help desk software can help your business improve its productivity, optimise resources, and save costs while providing your customers with a high level of satisfaction.
How Does eCommerce Help Desk Software Work?
eCommerce help desk software gives your customer service solution a boost by automating the process and streamlining the many channels your customers use to contact your company into one organised ticketing system.
For example, you may have customers contacting your company or brand via email, phone, social media and through your website. It’s easy to become disjointed with so many different channels or drop the ball where responding efficiently is concerned.
Help desk software makes customer service across these channels run smoothly by integrating them and providing a way to respond that takes the pressure off your customer service team and is more cost-effective for your business.
At its core, eCommerce help desk software helps your company’s customer service function, driven by technology and optimised for efficiency.
Choosing the Best Help Desk Software for Your Business
There are many excellent help desk software solutions available on the market today, but they often specialise in different areas and cater to varying types of businesses, so it’s essential to know which one is right for your business.
When it comes to help desk software, there are differences in the following:
- Software type
- Integration points
- Type of customer support
- Volume capabilities
- Ease of onboarding
- User interfaces
These are all crucial factors to consider when choosing the right help desk software for your business.
It’s worth remembering that there is no one-size-fits-all solution. A help desk software that rates highly with a competitor may not be the right solution for your business.
With this in mind, you may find it helpful to take advantage of the free trials that most help desk software companies offer so that you can be sure to make the right decision based on your own, hands-on experience.
Things to Consider When Choosing a Help Desk Software
When evaluating all the help desk solutions available, you need to make sure you’ve assessed the customer service pain points and specific needs of your business.
Depending on whether you are a small business looking to scale in 2021, or are already a large enterprise in need of a better solution than you’re currently using, the first step to finding the right software is to identify your specific customer service needs.
Once you’ve audited your customer service needs and got to the bottom of where you need the most help with your customer service, you’ll be well placed to weigh up each software against your specific business needs. Some factors to consider include:
- Business Size: Are you a small business just starting off or a seasoned enterprise struggling with a high volume of transactions? This will influence the type of help desk software necessary for your business.
- Sales Goals for 2021: Do you have big plans to scale your business this year? If so, you’ll want to make sure that your help desk software can grow with your business.
- Type of Support Needed: Is call centre help your primary pain point? Or do you struggle with ticketing? Or live chat and messaging? Or perhaps you need help desk software that can handle all of these seamlessly via a mobile app that your customer service team can use? Figure out which are the areas where your customer service needs improvement.
With these factors in mind, let’s have a look at the top eCommerce help desk software available on the market this year.
eCommerce Help Desk Software Comparison
eDesk centralises your support into one manageable location. Built specifically to provide eCommerce customer support across many different channels, it integrates with over 36 marketplaces and webstore platforms, gathering customer interactions from your website, marketplaces and all your social channels into a simple dashboard that makes it easy for your customer service team to navigate.
eDesk also features customisable rules, making it possible to assign incoming tickets to the customer service agents that are best suited to deal with a particular issue. It uses artificial intelligence to suggest the best responses.
In addition to English, eDesk supports German, Italian, French and Spanish languages.
Free trial: 14 days, no credit card needed
Pricing: Two pricing options available at different levels of support: £73/mo (USD 99/mo) or enterprise add-on for £293 (USD 399/mo.)
2. Zendesk Support Suite
Zendesk Support Suite provides customer support across channels in one seamless package. It enables conversations with customers across any channel, including email, voice, and social messaging apps such as Facebook Messenger and WhatsApp, while keeping all conversations in one place for easy access by customer service agents.
In addition to English, Zendesk supports more than 30 different languages.
Free trial: Available
Pricing: Varies depending on the level of support. Starting from £14 (USD 19) per agent, per month to £110 (USD 149) per agent, per month for the advanced package.
Front bills itself as the “#1 shared inbox for teams.” Indeed, its service brings email and apps together around a centralised communication platform, providing a help desk support platform that manages all your tickets, emails and live chats in one inbox.
To drive personalisation, Front sets reminders and offers draft messages so that customer service agents can respond to customers with a personalised reply each time.
Front integrates with customer relationship management (CRM) software such as Salesforce to provide convenient access to customer data. It also includes analytics that gives you insights into your team’s performance, as well as recording responses and gathering customer service surveys.
Free trial: Available
Pricing: Begins at £7 (USD 9) per user, per month and increases by service level to enterprise-level, which is priced at £58 (USD 79) per user, per month.
4. Hubspot Service Hub
HubSpot Service Hub is help desk software that makes it easy to manage and connect with customers. It offers tools to help build your ideal customer experience, create self-service solutions, and drive growth using customer feedback.
It offers live chats and conversational bots, which help customers through direct conversation. It has a reputation as an ideal help desk for startups but offers service packages all the way up to the enterprise level.
In addition to English, Hubspot Service Hub supports German, English, French, Japanese, Portuguese, and Spanish languages.
Free trial: Available
Pricing: Hubspot Service Hub offers a freemium service with limited features, moving up to £37 (USD 50) per month for its entry-level service, and offers an enterprise tier of support priced at £880 (USD 1,200) per month.
Freshdesk compiles all of your customer enquiries that come in via email, web, phone, chat, and social into tickets, and unifies the tickets across channels into one place. It also allows you to automate workflows, provide self-service options to customers, manage SLAs, and measure metrics to improve customer service.
Freshdesk’s popular features include its AI-powered support chatbot, predictive support capabilities, and field service management.
In addition to English, Freshdesk supports over 20 different languages.
Free trial: Available
Pricing: Freshdesk offers a freemium plan to start, with the next level priced at £11 (USD 15) per agent, per month, up to £102 (USD 139) per agent, per month for its most advanced level of features.
6. Happy Fox
HappyFox is a help desk software that unites customer requests coming from email, web, phone and social media. It integrates with various business software used for accounting, customer feedback, customer relationship management (CRM) and commerce.
It also offers a mobile app available on both iOS and Android, allowing business owners and their customer service teams to provide customer support through smartphones and tablets.
In addition to English, HappyFox supports over 20 different languages.
Free trial: Available
Pricing: HappyFox pricing packages start at £22 (USD 29) per agent, per month, with an enterprise plan at £65 (USD 89) per agent, per month. Alternatively, business owners can opt for its most premium pricing plan, which supports unlimited agents, at £1,099 (USD 1,499) per month.
UVdesk is a help desk system that supports eCommerce, marketplace and multichannel sales. It offers mailboxes, an information centre, and form builders. Its software is also open-source, meaning UVdesk provides customisable options for personalisation within your business.
UVdesk allows you to create tickets automatically from your customers’ emails, allowing customer service agents to manage and control workflow for optimum response times.
In addition to English, UVdesk supports Arabic, French, German and Italian languages.
Free trial: Available
Pricing: UVdesk offers custom quotes depending on your unique business needs.
Velaro is an eCommerce help desk software with a clean interface whose hero offering comes in the form of its robust live chat feature. Providing help desk support centred around live chat, Velaro’s chat capabilities can distinguish between chat support and sales, routing messages accordingly.
In addition, Velaro offers Performance Management, its suite of in-depth analytics and reporting tools are designed to drive agent excellence and customer satisfaction. Performance Management provides businesses with real-time customer feedback so that you can adjust strategy and make improvements as you go.
Velaro is suitable for small and large businesses, as it offers varying levels of support depending on your business needs.
Free trial: Not available.
Pricing: Velaro’s most basic plan starts at £22 (USD 29.95) per month, per agent. It also offers custom quotes depending on your unique business needs.
9. Help Scout
Help Scout is an all-in-one customer service help desk platform that prides itself on prioritising customer satisfaction. It provides one-to-one communication with end-users, including delivering content and scripts for your customer service teams to better solve issues using the right language. It allows your team to share inboxes and offers live chat to solve problems instantly or route to an email ticketing system.
Help Scout also provides self-help support, with FAQs, content updates for your website and a downloadable contact form, which can be added to any web page.
Help Scout offers integrations with business software including Salesforce, Slack, Mailchimp and more. Its iOS and Android apps allow your customer service team to help customers on the go.
Free trial: Help Scout offers a free 15-day trial.
Pricing: The most basic plan starts at just £7 (USD 10) per user, per month, with a more advanced plan offered at £26 (USD 35) per user, per month.
It may take some time and a few free trials (eDesk offers a 14 day one), but finding the right eCommerce help desk software can be worth its weight in gold.
Who says high volume customer service has to be a challenge?
With a bit of research, a great eCommerce customer service help desk software can combine all of your customer communication channels into one easily managed place.
When your business finds the right solution to addressing customer questions and issues in the most streamlined, productive manner, it will make your customers happier, your customer service team more efficient, and give your brand a boost for being a customer service superstar.