Best Customer Support Tools for Ecommerce
Helping the customer through their journey with tech and people.
Check out the most popular apps of 2020.
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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A solution that eCommerce brands can use to connect their prospective customers with existing customers for real life demos
All-in-one customer experience solution with live chat, AI chatbots, and multichannel communication
A Customer Data Platform that simplifies your tech stack while adding power to your analytics and marketing automation
Conversational and social customer support – anywhere that your customers are. Monitoring all of your channels and responding with ease.
An AI-driven conversational commerce platform that helps merchants engage in better sales and support chats to solve issues and convert more users.
Allow your customers to manage their relationship with you conversationally, easily reordering their favorite products through their Amazon Alexa.
Expert eCommerce Customer Service outsourcing that cares about conversion rate and retention.
The premier AI negotiation platform, adept at fostering mutually beneficial outcomes on a grand scale.
An autonomous platform that seamlessly blends human empathy with advanced AI technology to enhance customer interactions.
An innovative tool that revolutionizes the online shopping experience by integrating advanced AI-driven solutions
A comprehensive customer support platform designed to streamline and optimize the management of customer queries and issues
A platform that provides businesses with tools to enhance customer experiences and drive better results
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A cloud-based software company that provides customer engagement, sales, support, and marketing solutions to businesses worldwide.
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A unique solution that enables businesses to convert visitors who may not be ready to purchase immediately.
An innovative platform that revolutionizes the future of eCommerce sales by leveraging the power of GPT and AI
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The customer service automation platform that optimises the customer journey with the help of generative AI.
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We automate at least 80% of all incoming product or support related queries through our AI.
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A customer support platform that allows your team to track, manage, and resolve customer support issues.
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A conversational and social commerce tool that allows you to chat with customers on any conversation platform.
A cutting-edge tool designed to streamline inventory analysis, planning, and ordering processes for online merchants
Turning customers into affiliates and streamlining referral, influencer, and affiliate programs to enhance customer acquisition and sales
Create advanced custom reports, using real-time data, that you can automate, export, and share.
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Customer data platform that provides strategic insights that help you act on your analytics to actually grow your store.
An AI-powered search and discovery solution that provides fast and accurate search results and also improves product discovery with smart product recommendation
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.
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.
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.
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.
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