The 11 Best Help Desk Software for Ecommerce for 2023
The best ecommerce help desk software ensures you can give your customers the support and care they need most when they’re shopping online with your brand. A help desk software solution organizes all requests for guidance and help from different channels into one environment, so you can track your interactions with customers over time.
Help desk solutions for ecommerce also make it easier to keep track of problems your clients are having, and issues that still need to be addressed. This ensures you can have the best chance of maintaining happy, satisfied customers.
Today, we’re going to look at some of the leading helpdesk solutions on the market, to help you make the right decision for your ecommerce store.
What is the Best Hel Desk Software for Ecommerce?
1. HubSpot Service Hub
Designed to simplify both sales and customer service in one convenient package, HubSpot’s Service Hub is one of many comprehensive “hub” environments offered by the HubSpot team. This solution naturally integrates with the remainder of the HubSpot “hubs”, so companies can access sales, marketing, and customer service tools in one place.
With HubSpot, you get access to a comprehensive CRM where you can track customer relationships and learn more about what it takes to connect with your audience. There’s a knowledge base for reference to valuable information, a series of customer feedback surveys, and extensive reporting tools. You’ll also unlock things like Live Chat and WhatsApp integrations.
HubSpot is a great option for a range of business users looking to deliver a personalized, meaningful experience to customers. You can also get a decent level of support from the team for your agents, provided you’re using a paid package.
Various features of HubSpot’s “Hub” technology are available for free, such as your powerful CRM, certain chat functions, and ticketing tools. However, if you really want to get the most out of HubSpot, you’ll need to be willing to pay a monthly fee.
Costs start at around $45 per month when you’re paying on an annual basis. However, they can quickly increase to $360 per month for the “Pro” package, and $1,200 for enterprise features. Additional fees are necessary if you want to access other hub packages.
- Integrations with a host of popular tools
- Excellent selection of advanced features
- Extensive range of marketing and sales tools
- Free features for beginners
- Multiple ways to collect data
- Can quickly become an expensive investment
- Requires some time to learn all the functionality
Who is it Best For? ✅
If you want a highly scalable solution for your business, HubSpot is a great pick, with access to everything from sales and marketing tools, to service functions in one space. Though not the cheapest tool on the market, it has plenty of great functionality to offer.
An award-winning solution for cloud-based customer support, Freshdesk is designed to keep companies and their consumers connected. This affordable, and surprisingly easy-to-use solution is packed with valuable features to improve community service. Fast and efficient ticketing is included as standard, alongside an information center, automation, and a community center.
Freshdesk provides collaboration and ticketing tools for agents of all sizes, including private notes, notifications, and chats when a new agent is working on a ticket. All of these features help to improve productivity and ensure you can focus your energy on delivering meaningful experiences to customers.
Like many leading helpdesk solutions, Freshdesk also allows users to manage all of their customer queries through the same centralized space. This helps to ensure agents spend less time searching for information, and more time getting important work done.
Freshdesk pricing begins with a free option for simple social ticketing and email. You can use this free option if you’re running a smaller company with a limited budget, and you don’t need a lot of advanced features. Paid packages stat at £12 per month per agent for the “Growth” option, followed by £35 per agent per month for the “Pro” package.
There’s an “Enterprise” package starting at £60 per agent per month, with a host of bonus features for the extra cost. The more you pay, the more you can expect to get in terms of functionality.
- Excellent customer service routing and support
- Omnichannel assistance across various channels
- Excellent integrations and APIs
- Easy-to-use for beginners
- Lots of bot tools and AI functionality
- Small learning curve thanks to wide range of features
- Best-suited to smaller companies
Who is it Best For? ✅
If you’re a small business owner in search of an easy-to-use solution for helpdesk management, Freshdesk is a great choice. It’s convenient, packed with useful features, and even has a free version for beginners.
LiveChat is a popular and easy-to-use help desk solution that supports ecommerce store owners in integrating live chat technology into their sites. You can connect with your clients across a range of channels with live chat, and manage all of your interactions in the same help desk environment.
With the option to connect the same Live Chat account to various widgets across different websites, it’s much easier to increase customer engagement and track the customer journey.
While technology, LiveChat isn’t a help desk tool, it is a solution designed to provide service and support to your target audience. This could make it an excellent tool for customer experience. You can also connect LiveChat with HelpDesk, which is the tool created by Live Chat for email management.
With the integration, you’ll see the HelpDesk system embedded within the LiveChat app, so you can tack multiple conversations in one space.
LiveChat pricing is relatively affordable, starting at around $16 per month per agent, if you’re willing to pay annually. Once you move up to the “Team” package, you’ll be paying around $33 per month per agent annually.
The “Business package supports a higher number of customers for $50 per agent per month, and Enterprise customers can access a custom pricing package if they need to connect with huge numbers of customers at once.
- Access to all customer information in the chat
- HelpDesk integration for multi-channel customer service tracking
- Analytics and insights for better business decisions
- Easy to use for all kinds of agents
- Fantastic Integrations with existing tools
- Chat isn’t a full help desk solution on its own
- The system can lag at times
Who is it Best For? ✅
If you’re looking for a way to supplement your help desk strategy with live chat customer service, LiveChat is the perfect solution. This technology is convenient, easy to use, and it works perfectly with HelpDesk.
Currently one of the most popular help desk solutions on the market, Gorgias provides a quick and simple way for businesses to keep track of interactions with clients and manage potential problems. The solution is already popular among leading companies like RadioShack and Steve Madden. It provides teams with a tool for tracking customer issues, answering questions and solving problems.
No matter where your team members might be located in today’s flexible working environment, Gorgias will ensure you can bring all of them together in a unified space. Within the shared inbox, it’s easier to track problems that need attention, and you can even prioritize some of the most crucial tasks for your employees to deal with.
There’s plenty of options to integrate your Gorgias help desk with leading store builder tools like Shopify and BigCommerce, so you can connect your ecommerce and help desk worlds instantly.
There are a handful of different pricing options to choose from when you buy Gorgias. The basic plan starts at $50 per user per month, with support for managing up to 350 tickets, and a cost of an extra $25 per 100 tickets.
Upgrading to the “Pro” plan will cost you $250 per user per month with support for up to 2,000 monthly tickets, and every extra hundred tickets will cost $25. Alternatively, there’s the “Advanced” plan for $625 per month per user with support for 5,000 monthly tickets, and you’ll pay only $14 per 100 extra tickets.
A custom enterprise pricing package is also available if you have specific needs.
- Excellent, comprehensive help desk with issue tracking
- Backend environment is easy to use and intuitive
- Scalable for larger businesses
- Excellent automation capabilities
- Integrates with a range of website building tools
- Can be very expensive very quickly
- May not be suitable for smaller companies.
Who is it Best For? ✅
Gorgias is best-suited to larger companies running omnichannel stores across a range of platforms. The technology will help you to keep track of service requests with extensive automation and insightful reporting tools.
👉 Read our Gorgias review.
Launched in 2020, Richpanel is a help desk solution that’s quickly expanded to offer its services to over 1,500 brands. Its focus is eCommerce store owners and supports Shopify, WooCommerce, and Magento.
The software allows your customers to log concerns and manage or cancel orders via a customer portal. Alternatively, it empowers them to solve their own inquiries with the help of self-service tools. You can create custom answers for frequently asked questions and set up 15 scenarios for Richpanel’s chatbot to handle.
Richpanel also comes with workforce management features to make it easier for your agents to handle multiple queries. For instance, you can route customers to the best agent for taking the question. In addition, performance analytics allow you to review where the team could do better and where they excel. With this info to hand, you’re better positioned to provide more meaningful in-house training.
Richpanel offers four pricing plans, including one free program for Shopify users who only have 100 conversations (or fewer) with their customers monthly.
Premium packages start at $300 per month for integration with WooCommerce. The $600 per month plan unlocks revenue analytics reports, phone support, and the Magento integration. Finally, the most expensive program, for $900 per month, allows you to support multiple brands and stores.
It appears that the more expensive plans don’t unlock too many more features. Instead, the plans scale how many conversations you can have with customers per month, ranging from 1000 to 5000. In addition, if you opt for annual billing, you’ll knock off the cost of two months (for any paid plan).
- You get unlimited agents on every paid plan
- It’s free for Shopify users having under 100 conversations per month
- Depending on your pricing plan, you get access to 24/7 customer support via email, live chat, and phone
- You get access to advanced team performance analytics
- It can be expensive for smaller teams, as the price isn’t dependent on how many agents you have
- As the software is still relatively new, some features are still in development
Who is it Best For?
Richpanel is great for Shopify users just starting out. Alternatively, it’s a very affordable solution for large support teams that don’t want a per-agent pricing model.
At this point, it’s worth noting that we think its features kit is promising; with advanced reporting and plenty of agent management tools, Richpanel is certainly a helpdesk software to keep an eye on.
There are few people in the help desk environment who aren’t familiar with the name “Zendesk”. Known for offering a wide range of tools for customer service, sales, and support, Zendesk integrates with a host of leading ecommerce tools, so you can instantly add it to your store.
The Zendesk environment is most popular for its ease of use, which ensures companies of all sizes can get started with next-level customer service in no time. The system comes with a range of products to deliver exceptional customer service, including a comprehensive sales and support suite, talk, chat, and selling tools, and a collaboration system too.
Omnichannel integrations means you can also reach out to and support your customers on any channel throughout your commerce customer journey. There’s also access to immersive data analytics and reporting tools, so you can collect important metrics for the growth of your business.
Prices for Zendesk’s helpdesk technology can be found in the “Service” tab of the pricing page. Here, you’ll be able to start accessing high-quality features for around £39 per month for a suite of tools like voice, live chat, email, SMS support, and ticketing.
If you want to access extra features like extensive automation and reporting, you’ll need the Growth Suite for $79 per month per agent, or the Professional Suite for $99 per month per agent, which comes with high-quality omnichannel service tools. The Enterprise solution starts at around $150 per agent per month and increases to $215 per agent per month depending on your requirements and the level of support you need.
- Fantastic support and service environment
- Lots of tools in an easy-to-understand format
- Convenient for team collaboration and chat
- Lots of reporting and analytics tools to help with insights
- Automation capabilities built-in
- Advanced packages can be quite expensive
- Sales and service functionality need to be purchased separately
Who is it Best For? ✅
If you’re looking for a fantastic tool to enable modern teams, Zendesk is a great option. This product is ideal for hybrid customer service teams, or remote workers who need to stay aligned in the same collaborative environment when helping clients.
HelpDesk is a popular and relatively straightforward solution for ticketing and customer service. With this system, companies can easily track customer conversations from a range of environments in a single environment. There’s a fourteen-day free trial for testing your functionality, and access for multiple users.
At the heart of HelpDesk is the centralized inbox, where you can preserve all customer communication in one convenient location. Within this ecosystem, it’s easy to group tickets together based on filters and custom tags. You can also create lists to help you determine which of your customers demand the most “priority” attention.
The comprehensive HelpDesk environment comes with various automation options too. This is ideal if you’re one of the many businesses looking to save time and money by automating routine and repetitive tasks for team members. The Helpdesk ecosystem even comes with AI systems installed to help automate your workflows as intelligently as possible.
Prices for HelpDesk are quite reasonable, starting at around $4 per month for the initial package including simple email and ticket management. The “Team” system will cost around $19 per month, per agent, and there’s a dedicated Enterprise solution with custom pricing if you need specific tools and technology built-in.
HelpDesk comes with a free trial available, so you can easily test the performance of the tech for up to 14 days without entering any credit card details.
- Unified inbox management for easy customers service
- Lots of options for automations and workflows
- Tags, lists, and subscriber segmentation
- Affordable pricing with free trial
- Convenient AI options
- May not be comprehensive enough for larger companies
- Some limitations for customer support.
Who is it Best For? ✅
HelpDesk is a reliable and easy-to-use service, great for beginners who want to jump into customer service as quickly as possible. The technology even integrates quickly with the technology you already use, so you can jump into action as fast as possible.
A cloud-based application with a host of amazing features to explore, UVDesk is a tool built to help companies streamline workflows and improve workforce productivity. Through automations and state-of-the-art technology, UVDesk ensures companies can track everything they need to know about their audience in one convenient place.
The great thing about UVDesk is its flexibility. The system can create tickets from a range of emails, social media comments, and messages, with live chat functions and automated responses for frequently-asked questions. A comprehensive information is great for tracking down business details. There’s also an automated chat function for responding quickly to common questions.
As an extra bonus, UVDesk is very easy to customize too, so you can adjust the functionality to suit your specific needs. With exceptional customer support, and the ability to manage multiple marketplaces and stores from one place, UVDesk makes customer service much easier.
Pricing for UVDesk starts with a free “open source” service, with access to all standard features for an unlimited number of agents, but you will need to know how to use the code correctly. If you don’t want to deal with the hassle of an open-source environment, the Pro package starts at $11 per month for ecommerce integration, social media apps, forms, and agent reports.
Enterprise packages start at $36 per month, with access to support for at least two agents, ecommerce multi-channel functionality, and an unlimited mailbox.
- Easy to use backend with lots of features
- Wide range of pricing options, including a free package
- Convenient set of chat functions and automated responses
- Great for scalability if you can manage open source software
- Good customer support
- Open source solution may be difficult for some
- Not lots of support for bigger companies
Who is it Best For? ✅
If you’re looking for a simple and flexible open-source solution to suit a smaller company, UVDesk is a great pick. This tool is perfect for companies who have no problem using open-source technology.
HappyFox is yet another excellent customer satisfaction tool ideal for growing your ecommerce business. This cloud-based software is very easy to use for your support team, making it a perfect pick if you’re new to helpdesk technology.
The HappyFox technology can improve response time by generating tickets automatically from social media, email, and chatbot communication channels. These tickets all end up in the same simple inbox, so your team can handle them more effectively.
There’s no need for any addons to access the full functionality of HappyFox, and everything you need comes pre-packed into the technology. Automation components mean you can decrease the number of hours you’d normally spend on manually handling your queries without customer service software.
HappyFox pricing starts with a 14-day free trial for you to test the functionality. After that, the first paid plan starts at $29 per month, increasing to $49 per month for the Growth plan and $149 month for the “sale” plan. There’s also the “Scale Plus” plan at $299 per month.
The more you pay for your package, the more chats you can manage. There’s support for unlimited agents on all plans, but chats increase from 500 per month on the smallest plan, to 20,000 per month on the largest.
- Excellent for ease-of-use across teams
- Knowledge base for automation and templates
- Surveys are ideal for qualifying issues, pain points and solutions
- Great 24/7 customer support with smart guidelines
- Updates for both email and phone notifications
- Complex initial setup
- Some notification delays in certain cases
- Limited mobile app access
Who is it Best For? ✅
HappyFox is ideal for supporting a wide range of agents in your customer support efforts. You get unlimited agents on every plan, and extra chats when you’re willing to pay annually.
An extremely popular solution for support ticket management, Kayako is a full help-desk software, designed to help you offer excellent service. You can collect incoming queries from multiple channels, including your ticketing system, self-service chatbots, and more. You can also integrate with live-chat software if you need it too.
Kayako provides a host of templates for customer support, as well as guidance in a range of languages – making it fantastic for stores with international clients. Conversations and tickets are all customizable, so you can deliver a branded experience for the best help desk.
There’s a mobile app for your e-commerce company too, so you can still access customer data and your ticketing system when you’re on the move. If you want to build a strong relationship with customers through various e-commerce platforms, Kayako can help.
Kayako pricing aims to be as simple and transparent as possible. Costs start at $30 for a comprehensive cloud software solution featuring a comprehensive help center, live, chat, performance reports and more. The “Scale” package is $60 per month, while the classic “On-Prem” package is $59 per month, and gives you access to on-premises functionality.
The various packages all come with advanced reporting, excellent customer service, and a single-view inbox for tracking everything.
- Allows the organization of tickets into folders so they can be assigned to teams
- Full history of communication tickets to refer to
- Live chat for immediate customer responses
- Great customer support and guidance
- Very simple for customization
- Not the most user-friendly interface
- Limited customization options
- Not very advanced for integration
Who is it Best For? ✅
Kayako is ideal for business leaders who want to keep teams for help desk support running smoothly wherever they are. The technology is great for multichannel customer service for your online store, and it has a mobile app for service agents.
Re:Amaze is a real-time ticket management tool for support agents designed to strengthen your position in today’s competitive world. This solution can help with everything from automated chatbots to message templates and live chat, so you can live up to your SLA promises.
Going beyond the standard FAQs you can offer on eBay and Amazon, Re:Amaze integrates with your online store building tools with a host of service desk solutions. You can align your support channels with one central inbox and collate support sites into one space.
Excellent built-in reporting features also do a great job at keeping conversations updated and organized, with an automated set of workflow options to keep conversations moving smoothly. There are even customer satisfaction surveys available.
Re:Amaze has a number of pricing options, including a free trial. The premium packages start at $29 per month for the Basic offer, before upgrading to $49 per month for Pro, which comes with the option to support multiple brands on one account.
Plus is the most expensive package, at $69 per month per team member, but it comes with amazing staff performance reporting, FAQ article editing history, and so much more. There’s also a range of Enterprise options available.
- Excellent customer support that’s detailed and helpful
- Affordable, lean, and easy to use
- Integrates seamlessly with Shopify
- Displays all customer information
- Initial setup is simple and easy
- Facebook integration issues
- Is not HIPAA compliant for medical field
- Spam filtering isn’t ideal
Who is it Best For? ✅
Re:Amaze offers fantastic, lean helpdesk functionality for companies who want to grow fast. It can also integrate with leading tools like Shopify.
Choosing the Best Ecommerce Help Desk Software
There are countless help desk options on the market today, from solutions built for Magento and Shopify, to tools designed to work for multi-channel customer service. Whether you pick Help scout, Kayako, or Live chat, make sure you do your research and pick the tool most likely to deliver the best support to your target audience.