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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Tidio

All-in-one customer experience solution with live chat, AI chatbots, and multichannel communication

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Customer Support
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Tidio
3
Jan 31, 2025
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Moast

A solution that eCommerce brands can use to connect their prospective customers with existing customers for real life demos

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Customer Support
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Moast
3
Jan 17, 2025
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Manifest.ai

An innovative platform that revolutionizes the future of eCommerce sales by leveraging the power of GPT and AI

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The Most Popular eCommerce Apps in 2025
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Manifest.ai
3
Jan 17, 2025
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Freshworks

A cloud-based software company that provides customer engagement, sales, support, and marketing solutions to businesses worldwide.

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Customer Support
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Freshworks
3
Jan 17, 2025
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Zevi

An innovative tool that revolutionizes the online shopping experience by integrating advanced AI-driven solutions

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Site Search
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Zevi
Jan 31, 2025
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Rep.Ai

Allow your customers to manage their relationship with you conversationally, easily reordering their favorite products through their Amazon Alexa.

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Customer Support
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Rep.Ai
Jan 24, 2025
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alby

Use AI to automatically anticipate and answer questions about your products

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Customer Support
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alby
Dec 16, 2024
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Verifast AI

An innovative platform revolutionizing eCommerce sales through the power of Generative AI

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Personalization
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Verifast AI
Jan 31, 2025
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Siena AI

An autonomous platform that seamlessly blends human empathy with advanced AI technology to enhance customer interactions.

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Customer Support
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Siena AI
Jan 31, 2025
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SALESmanago

A Customer Data Platform that simplifies your tech stack while adding power to your analytics and marketing automation

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Customer Support
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SALESmanago
Jan 24, 2025
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Richpanel

A customer support platform that allows your team to track, manage, and resolve customer support issues.

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Customer Support
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Richpanel
Jan 24, 2025
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ReplyDesk

Multichannel eCommerce HelpDesk Software

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New to eCommerce Tech
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ReplyDesk
Jan 24, 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.

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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
Dec 03, 2024
Customer Service Outsourcing
Dec 03, 2024
Order Tracking
Dec 16, 2024

Other resources to help you build a better
eCommerce Tech stack

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