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For any business that operates online, how you interact and support your customers throughout their journey is vital to their overall satisfaction, loyalty, and retention.
With the right ecommerce help desk software, businesses can say goodbye to low agent productivity and customer churn as customer service teams will provide quick responses and effectively manage support operations.
E-commerce help desk functionalities like ticketing, 24/7 customer service, real-time responses, and automation ensure no more customer churn from long wait times and poor support experiences.
This article will examine the meaning, benefits, and top ecommerce help desk tools.
What is an ecommerce help desk?
An ecommerce help desk is a centralized platform that enables online businesses to manage all customer inquiries, complaints, and support requests.
The help desk software allows businesses to handle queries across multiple channels in one place, such as:
- Email from your product online
- Live chats
- Mobile apps
- Message platforms
- Social media platforms
It is a single location meant for generating and handling customer issues, giving customers a list of all their concerns.
The 11 best e-commerce help desk tools
Every help desk tool has its unique functionalities that cater to businesses of different sizes and specific customer needs.
When choosing help desk software, consider your business size, budget, required features, and integration needs with your existing ecommerce platform.
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Below are the top ecommerce help desk tools to consider.
BoldDesk®
BoldDesk is a simple help desk software with many powerful functionalities that are a good choice for ecommerce customer service.
The tool offers businesses with an effective way to facilitate positive customer service experiences by enabling answers, improve agent productivity, and simplifying their support team’s workflow operations.
Its powerful ticketing system automatically converts customers’ requests into tickets from various omnichannel support options such as emails, live chat, social media, phone messages, and community forums. Support agents can then handle all customer conversations in a unified omnichannel inbox.
As one of the best customer service software, its live chat support enables agents to offer real-time assistance to customers, ensuring timely and effective responses.
BoldDesk’s intelligent automation tool performs manual and repetitive tasks such as ticket categorization and routing.
You can as well set SLA targets to automatically send notifications or alerts on ticket statuses and ticket escalation reminders.
BoldDesk also uses the AI Copilot feature to perform ticket summarization, sentiment analysis, and response generation tasks.
Its comprehensive knowledge base software is always ready to empower your end-users and support teams with self-service resources such as FAQs, blogs, and user manuals for faster issue resolution.
Moreover, it allows easy integration with your favorite apps and tools, such as Zapier, Shopify, MS Teams, and Exotel.
The tools offer more straightforward and streamlined customer support operations, better productivity, and less data clutter.
BoldDesk multilingual help desk tool overcomes the problem of speaking different languages. It boosts customer communication ensuring customers from diverse backgrounds receive assistance in their preferred language.
The BoldDesk mobile app empowers support to offer support anywhere, anytime.
Furthermore, you can make use of the insightful help desk reports and analytics features to track and analyze agent performance, support activities, worklog reports, ticket conversations, and more.
In addition, the customer service software also stands out with its user-friendly interface, quick setup, and adjustable pricing options suitable for businesses of all sizes.
Schedule a live demo to select BoldDesk as your most effective and outstanding choice for your ecommerce help desk software.
Get an instance to begin a free trial as soon as possible, if you are ready and have no doubts or interruptions. Please communicate with BoldDesk’s support team for more information.
BoldDesk’s key features
- Strong ticketing system
- Workflow automation
- Omnichannel inbox
- Comprehensive knowledge base software
- Seamless integration
- Extensive customization options
- AI Copilot
- AI Agent
- AI Action
- Mobile application
- Live chat support
- Multilingual support
- In-built reports and analytics
- Security and compliance
BoldDesk pricing plans
BoldDesk is designed to help organizations build a support team that is both high-performing and budget-conscious.
Its hybrid pricing model, which integrates human agents with AI capabilities, ensures that companies can maintain excellent service standards while keeping costs under control.
| Plan | Price per Human Agent | AI Agent Resolution Cost | AI Agent Access | AI Copilot Access |
| Scale | $12/agent/month | Not available | ❌ | ❌ |
| Momentum | $25/agent/month | $0.75/resolution | ✅ | ✅ |
| Enterprise | $39/agent/month | $0.75/resolution | ✅ | ✅ |
Note: AI agents are only available in the Momentum and Enterprise plans, billed at $0.75 per successful resolution.
You can also add the AI Copilot for just $20 per month to empower human agents with intelligent assistance, thus improving productivity and response quality.
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Free trial: 15 days
UVdesk
UVdesk is a customer support tool that allows businesses to effectively deal with customer issues and thereby satisfy their customers, which directly results in a high level of customer loyalty and a higher rate of repurchase.
Key features
- Ticket formation
- Multichannel support
- Task management
- Security
Pricing: Starts at $192 per agent.
Free trial: 30 days.
Tidio
Tidio is one of the e-commerce help desk ticketing system that usually offers a single inbox where businesses can control customer inquiries for better support operations.
Key features
- Live chat
- AI
- Analytics
- Integration
Pricing: Starts at $23 per agent.
Free trial: 7 days.
Happyfox
Happyfox is a help desk solution that allows companies within the ecommerce industry to effectively use customer service tools.
This platform easily moves all the incoming customer questions into tickets, which helps to smoothly automate recurring support tickets.
Key features
- Ticketing system
- Automation
- Assist AI
- Knowledge base
Pricing: Starts at $9 per agent.
Free trial: 14 Days.
Hiver
Hiver is another e-commerce helpdesk tool that converts email inboxes shared by customer support teams into shared helpdesks that are both a collaborative workspace and knowledge base.
It combines all customer interactions, performs everyday tasks, and allows agents to regulate their tasks through ticket management.
Key features
- AI
- Ticketing
- Analytics
- Collaboration
Pricing: Starts at $19 per agent.
Free trial: 7 days.
eDesk
eDesk is the solution that brings all your customer support into one central location, which is very easy for the end users.
Its role is to deliver customer support across channels, enabling tickets to be assigned to the support teams with the most skill set to handle a particular problem.
Key features
- Integration
- eDesk AI
- Knowledge base
- Live chat
Pricing: Starts at $89 per agent.
Free trial: 14 days.
Helpwise
Helpwise a software that facilitates customer service for ecommerce and combines all customers’ communications into one single platform.
The platform has a number of possible functions, including workflow automation, which is suitable for small companies.
Key features
- Omnichannel
- Automation
- Helpwise AI
- Analytics
Pricing: Starts at $12 per agent.
Free trial: 7 days.
LiveAgent
LiveAgent is an easy and reliable e-commerce customer service software for online stores. What it does is, by its definition, it takes care of all customer inquiries from different support channels in one place, ultimately reducing the number of received requests.
Key features
- Live chat
- Ticketing system
- Social media help desk
- Reporting
Pricing: Starts at $9 per agent.
Free trial: 14 days.
Gorgias
Gorgias is an AI-powered e-commerce customer experience platform that integrates with multiple e-commerce platforms, such as Shopify and Magento.
Key features
- Live chat
- AI
- Ticketing system
- Knowledge base
Pricing: Starts at $300 per agent per month.
Free trial: 7 Days.
Groove
Groove is a type of e-commerce software that helps facilitate customer interactions.
It lets clients use automation in emails and analytics features in the system as well as integration with other ecommerce help desks for easier ticket handling.
Key features
- Shared inbox
- Live chat
- Knowledge base
- Reporting
Pricing: Starts at $16/agent/month (25 limits).
Free trial: 7 Days.
Zoho Desk
Zoho Desk is an AI-powered customer support application that is more than resolving support issues through features like Zia, process automation, and ticket management.
Key features
- Omnichannel
- Zia AI
- Security
- Customization
Pricing: Starts at $4 per agent.
Free trial: 15 days.
Essential ecommerce helpdesk features businesses should consider
Several ecommerce help desk software selections contain various features, although these differences vary depending on the business type and size. They include:
Ticketing system
As one of the customer service trends, any successful ecommerce help desk platform without a strong ticketing system is always seen as incomplete.
It is a platform that consists of customer questions being converted into manageable tickets that enable efficient tracking, prioritization, and assignment.
This feature helps reduce response times, ensuring no issue remains unresolved since it provides valuable data for performance analysis.
Customization
One of the main reasons why companies use customization is to make their service desk match their brand style and only offer the types of support that they need.
The creation of a website is not the only thing to consider. Many other aspects, like marketing your business, engaging your end users, and creating the perfect support team are also involved.
Modifying the company interface can help companies have a wealth of products and services for their customers.
Mobile support
Mobile help desk is the primary tool that allows customers to interact with the support teams at your company and get support wherever they are, at any time.
A mobile-friendly help desk lets agents get customer data, submit requests, and update tickets in any place at any time.
This flexibility improves team productivity, response times, and customer satisfaction.
Workflow automation and AI
This can be achieved by automating repetitive tasks like ticket routing and categorization for support agents.
An ecommerce helpdesk software equipped with AI-powered solutions like auto-generation and response summarization can instantly provide businesses with support for common customer queries with just one click.
The rapid progress of AI in ecommerce customer service requires a clear understanding of what is currently practical to enhance your customers’ experience.
Smooth omnichannel support
The help desk software with a seamless omnichannel inbox helps bring customer communication channels, together, like social media platforms, email, and phone messages, into one.
The ecommerce helpdesk software allows agents to manage all customer conversations from their preferred channels, providing a seamless experience across multiple channels.
With a seamless omnichannel inbox, businesses can handle all customer interactions from all channels in a single inbox and ensure consistent service regardless of how customers choose to reach out.
Strong knowledge base
A knowledge base tool within an ecommerce helpdesk software is a self-service resource that empowers customers and employees to quickly get answers to their commonly asked questions.
It acts as a single repository of product data troubleshooting guides aiding agents in efficiently resolving difficult issues.
Additionally, businesses can frequently monitor the knowledge base articles that are mostly used to identify product improvement areas and refine customer support tactics.
Integration
Ensuring the help desk features are completely integrated with your favorite tools that, in turn, maintain the same data throughout and make the process much easier than ever.
Consider more straightforward and preferred solutions that integrate intuitively with online marketplaces, web store platforms, social channels, and quality ecommerce help desk software.
Live chat
E-commerce live chat software allows support agents to chat live with customers and immediately answer their issues.
Therefore, it accelerates in the areas like response times, customer satisfaction, and overall operational efficiency.
Reporting and analytics
Monitoring reports, such as customer service metrics, can help identify new trends, jams, and areas for improvement.
By tracking customer service KPIs like average response time, customer satisfaction, and ticket volumes, businesses can make informed decisions and strategize to enhance their business operations.
Do you need a help desk for your e-commerce business?
Every business has its own ways of operation with unique features and purposes. Its effectiveness depends on your team’s customer service approach. Look at the advantages listed below to see how an ecommerce help desk might assist your company.
Simplifies support workflows
Ecommerce help desk software streamlines repetitive tasks by automating standard processes, such as ticket categorization and assignment.
This helps minimize the monotonous work employees do and enhances efficiency, enabling employees to actively dwell on clearing difficult problems.
Additionally, utilizing AI capabilities such as AI Copilot empowers agents with instant knowledge, enabling them to access information rapidly by generating responses, analyzing, and summarizing data, ultimately leading to enhanced customer happiness.
Enhances customer satisfaction
A practical ecommerce help desk software provides instant customer communication options to resolve issues quickly.
The system simplifies notifying customers about ticket priority or status changes through their preferred channels.
This ensures that customers will have a real-time status of their tickets and that all aspects of the shopping experience will be conveyed. Enabling clients to track their requests will eventually increase the buying experience and customer satisfaction.
Spend less time responding
Companies that utilize ecommerce help desks can successfully use solutions like canned responses, auto-replies, automated ticket routing, and live chat assistance.
This assists in reducing the time their employees spend when working on repetitive and routine tasks.
Using these features also allows support agents to dedicate more time and attention to addressing complicated and challenging issues, thereby enhancing the overall quality of customer support operations.
Improves agent performance
Ecommerce help desks provide agents with tools like ticket prioritization, automation, and performance metrics. This empowers agents to work efficiently, reduce average handle time, and deliver exceptional customer service.
The platform enhances agents’ capabilities to offer better customer service by equipping them with helpful insights and assistance tools, such as:
- In-depth knowledge base
- self-service options
- Automation
- AI features
- Collaboration tools
By centralizing customer interactions, ecommerce help desk software helps provide valuable data on everyday issues, customer sentiments, and support teams’ performance, enabling businesses to make informed decisions.
Businesses that provide features like real-time support and allow access to a centralized knowledge base empower agents to perform better.
Organize your support documentation
Creating a knowledge base will help you centralize support information in a help desk. This will let customers to find solutions independently, reduce ticket volume, and improve team productivity.
The self-service portal provides a strong search engine for easy access to relevant information, reducing time wastage for agents and customers.
Scalability
As your ecommerce business grows, the help desk tool can expand with you as well, accommodating increased customer inquiries without compromising the quality of customer service.
Increases profits
Satisfied clients are more likely to return for more, make repeat purchases, and refer your products or services to their colleagues or family members.
Also, when customers engage with businesses, e-commerce helpdesk solutions ensure opportunities for selling, resulting in increased income.
Ecommerce helpdesk software comparison table
The following table summarizes the features and prices of ecommerce help desk software:
| Ecommerce help desk software | Features | Price |
| BoldDesk |
|
Starts at $12/agent/month |
| UVdesk |
|
Starts at $192 per agent |
| Tidio |
|
Starts at $32 per agent |
| Happyfox |
|
Starts at $9 per agent |
| Hiver |
|
Starts at $19 per agent |
| eDesk |
|
Starts at $89 per agent |
| Helpwise |
|
Starts at $12 per agent |
| LiveAgent |
|
Starts at $9 per agent |
| Gorgias |
|
Starts at $300 per agent per month |
| Groove |
|
Starts at $16/agent/month (25 limits) |
| Zoho Desk |
|
Starts at $4 per agent |
Manage customer service with the ecommerce help desk software
As you consider upgrading your customer support, remember that a suitable ecommerce help desk can transform your approach to customer service, turning it from a necessary expense into a powerful tool for growth and customer retention.
With the correct help desk software like BoldDesk and approach, choosing outstanding support is achievable for ecommerce businesses of all sizes.
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