Any successful company understands the importance of effective communication and one of the best tools for managing those conversations is help desk software. Help desk software can offer clients the support and information they require by using a ticketing system to record and handle customer inquiries as well as information portals on the business website. Customer care teams may improve the efficiency of their eCommerce customer support services while gaining valuable insights into customer engagement on all communication channels, including social media and email.
Help desk software can streamline and improve the process of handling IT requests from staff members or addressing service-related difficulties with clients. Businesses may boost their reputation overall and enhance eCommerce customer service by adopting the top help desk systems on the market.
The top help desk platforms used by eCommerce customer service teams to speed up the assistance process are listed below.
Kartra
Small businesses can benefit significantly from this help desk software available on an all-in-one company platform. Here are the features you can check:
- All-In-One Platform: It comes with a CRM system, marketing automation, sales funnel builder, calendar booking tool, checkout system, and more.
- Robust Ticketing System: It has a robust ticketing system that enables many agents, departments, and shifts to be arranged in one tidy helpdesk interface.
- eCommerce Customer Service Options: Kartra provides a number of eCommerce customer service options, including live chat on your website, phone, Skype, and support tickets.
- Wiki Articles and Canned Responses: It enables the creation of Wiki articles and canned responses to frequently requested questions.
- Self-Billing Interface: It has a self-billing interface so clients can handle their bills, reducing repetitive work.
- Precise Data: Kartra gives precise data on every interaction to keep your business developing.
- Additional Products: Kartra includes a powerful marketing automation platform, a video hosting service, membership sites, and an affiliate management system.
Kartra enables agents to be more productive and relaxed, increasing customer satisfaction.
Gorgias
It is a single support desk solution for teams working in eCommerce customer service.
- Integration: It communicates with external eCommerce systems like Shopify, Magento, and BigCommerce. The eCommerce customer service software gathers information on purchases, payments, refunds, and other things to speed up the handling of eCommerce customer service problems.
- Multichannel Support: Gorgias provides a single view for email, live chat, phone, Facebook, Instagram, and the contact page.
- Seamless Connectivity: Easy access to order information and actions like refunding and duplicating purchases without leaving the app is made possible by one-click connectivity with Shopify and Shopify Plus.
- Ready-Made Templates: Using ready-made templates with customer information speeds up and simplifies answering queries and eCommerce customer service.
- Centralized View: A single view of the eCommerce customer service software contains all client information and interaction history.
- Popular App Integrations: It enables changes to loyalty points from the help desk and the termination of recurring subscriptions.
Top online retailers utilize Gorgias to speed up eCommerce customer service and decrease the time it takes to respond to tickets.
LiveAgent
It is a multichannel help desk system with integrated live chat and client assistance.
- Live Chat Support and Ticket Management: Provides live chat support, ticket management, online self-service portals, and licensing management.
- Communication History Storage: The ticket management system stores the whole history of all live chat support, emails, phone calls, and social media communications between customers and the company’s support team.
- Customer Relationship Management Tools: In collaboration with external software providers, provides comprehensive customer relationship management tools, including marketing and sales automation.
- Scalable Solutions: Scalable and customizable solutions that may grow with your business’s customer base.
HubSpot
Provides free ticketing and support desk software to manage client requests on a single platform.
- Centralized Ticketing System: The ticketing system records, groups, and tracks all customer issues in one dashboard.
- Tracking Support: Key support parameters like agent response time and ticket volume are tracked for effective management and coaching.ย
- Automation Tools: For the support team, routing and automation tools increase efficiency.
- Multiple Communication Channels: Communicate with customers one-on-one through conversational bots, canned responses, live chat, and other means.
- Automated Ticket Creation: It is based on the source of the communication and assistance routing to the appropriate person.
- Support Materials: Companies may utilize the platform to respond quickly to client inquiries by providing support materials, making fast videos, and developing unique email templates depending on specific inquiries.
- Unified Inbox: Keeps track of all correspondence and gives additional reps a complete history of client assistance.
- Customer Retention Tools: Self-service access to case resolutions and automated customer marketing communications for retention.
Your team has all the tools necessary with HubSpot to provide every customer with helpful, individualized service more quickly.
ServiceDesk Plus
For IT requests, ManageEngine’s ServiceDesk Plus is a help desk application and asset management platform.
- ITIL Best Practices: Facilitates user’s adoption of ITIL best practices and expedites IT service troubleshooting requests.
- Functionality: Offers functionality for contract management, purchasing, and knowledge management.
- Ticket Submission: Enables end users to submit tickets via a variety of methods.
- Workflow Automation: Automates crucial workflow processes, including handling SLA guidelines, acknowledging requesters, and routing cases.
- Online Knowledge Base: Users can record best practices and solutions to frequent issues in an online knowledge base using the Solutions module.
- System Integration: Improved Active Directory Integration, a better purchasing system with an approver, business rules for better request management, the ability to combine similar requests and put them in queues, and extensive custom reports.
- Additional Features: Include message boards, improved list views, time-based pricing for requests, ITIL-ready functionality, agent-based scanning, help desk API, mobile connectivity, and more.
In one affordable, user-friendly package, SeviceDesk combines ticketing, asset tracking, purchasing, service catalog, contract management, and knowledge base. It helps users maintain the satisfaction of their end users while increasing the productivity of their IT service personnel.
Conclusion
Help desk software programs provide a wide range of features and functionalities to assist businesses in adequately managing their eCommerce customer service requirements. Therefore, your company’s ideal help desk software will ultimately depend on your unique requirements, spending limit, and preferences. It is advised to use the free trials of the softwares we mentioned before choosing the product that best meets your needs.
If you are looking for the best eCommerce agency to assist you, Vserve is here for you. Businesses may concentrate on their core competencies using eCommerce support services from organizations like Vserve.
This blog is inspired by the video ”+5 Best Help Desk Ticketing Software in 2022 [Small Business, Ecommerce, IT & More” by ”Business Solution.”
