E-commerce Customer Feedback Tools – Customer service is becoming increasingly important in today’s competitive online landscape. Due to the Covid-19 pandemic, people’s expectations have elevated, so now consumers are looking for a seamless shopping experience.
In fact, over 70% of them say they would switch companies after just one instance of bad customer service!
Isi Kandungan
E-commerce Customer Feedback Tools
It is no surprise that businesses that do not solve the issues of clients as quickly as possible or do not try to understand what they expect and want to lose trust, so they have poor chances for success in the long term.
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But thankfully, there are many excellent automation solutions for e-commerce customer service to optimize customer experience, streamline operational processes and make them more cost-effective.
Keep reading to learn more about these tools and how they can help your business excel in providing support and improving customer satisfaction.
In the era of the peak, empowered customer, more and more organizations are using customer support tools to automate their customer service processes and encourage more interactions between the brand and the client. This helps companies build trust, increase customer retention and hence grow revenue.
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People want to connect to the customer service team through every possible channel, from more traditional phone calls and email to SMS and Messenger, and actively participate in the purchasing processes from payments to purchase to delivery.
As a rule, the more communication channels your company can offer to support your customers, the more advantages you have over your competitors.
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E-commerce has seen explosive growth in recent years, especially after the start of the pandemic, when online sales saw a 76% increase in year-over-year sales.
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Customer service is an integral part of any business that offers products and services online, where people cannot physically see or touch the items, so it directly impacts the company’s reputation and sales.
Excellent customer care presupposes, first of all, dealing with the growing volume of objections, inquiries, orders and heightened customer expectations, which are usually a result of the increased market competition. As a result, you get happy clients who have fewer complaints and bring you a positive Net Promoter Score, better word-of-mouth marketing and organic sales growth.
Therefore, as soon as you choose your e-commerce platform, you should leverage customer service tools to enhance and automate the support you will provide your customers through all stages of their buyer’s journey.
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Customer service software tools that specialize in e-commerce often provide such functionality as order management, customer data collection, ERP integration or marketing solutions that improve cooperation and communication. This helps increase conversion rates and boost customer loyalty.
When it comes to choosing your customer service tool, there is no one-size-fits-all solution; Different services will provide you with various features, so you should pay attention to the ones that better correlate with your needs. However, there are some specific things to consider before starting your search.
We have listed five top tools for e-commerce customer service that integrate with large e-commerce platforms, such as Shopify or BigCommerce, and have other capabilities to improve e-commerce, in general, and customer service, in particular.
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It caters to various industries and offers products related to customer service, sales and other customer communications. Zendesk comes with a wide range of features and integrates with almost all apps and platforms related to e-commerce across the industry.
By obtaining Zendesk licenses, companies gain access to a comprehensive suite of customer service and sales tools, improving their ability to connect with customers at every journey stage.
No wonder it is used by large enterprises such as Shopify, Tesco, Uber or Netflix, providing a complete array of solutions that cover all client needs at every step of the customer journey.
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Zendesk integrates with all major e-commerce players like Shopify, Magento, BigCommerce, WooCommerce, plus many other apps and solutions in different industries.
Zendesk offers separate subscriptions for businesses and enterprises, with the basic support plan starting at €19/month for basic support for email, Facebook and Twitter. The most popular plan costs €99/month, while large companies can opt for a customized enterprise plan. All standard plans offer free trials.
Besides, Zendesk has a special offer for startups: they can get the tool free for six months.
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Gorgias is a well-known customer service software customized specifically for e-commerce stores. Even though it started as a Shopify app, it has since extended its reach by integrating with several other large e-commerce platforms like BigCommerce and WooCommerce.
Gorgias’ motto is to help independent e-commerce brands offer excellent customer experiences and provide outstanding online customer service, this cloud-based helpdesk solution assists companies in resolving their customer’s issues by pulling data from past interactions, orders, payments and refunds.
It also syncs with widely used social media platforms, such as Facebook and Twitter, making communication with consumers super-convenient.
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The tool integrates with all major e-commerce platforms like Shopify, Magento, BigCommerce, WooCommerce and other apps for online businesses.
Its basic plan comes at $60/month, which is why it’s perfect for medium-sized and larger e-commerce businesses. Companies are allowed 350 monthly tickets for the basic plan, while the enterprise plan offers customized programs for large organizations.
HelpCenter app is an excellent customer support tool for stores on Shopify. It is one of the best and most accessible customer service solutions on this platform to improve and automate online customer service processes.
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The most prominent feature of the tool is the possibility of managing all inquiries from email, live chat and Facebook Messenger on a single helpdesk. What’s more, the app works well with several different Shopify stores under the same account.
Pricing for the Helpcenter app is based primarily on how many help desk tickets per month users receive. The basic free plan for forever free comes to exactly $0/month for 50 tickets, while the most popular plan combines an FAQ page setup and product tabs with 3500 tickets/year.
It is an email-based customer support platform that helps manage multiple workflows across different departments, from marketing and sales to customer service, under the same account, automating workflows through effective collaboration.
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For example, users can combine their customer interactions to categorize the conversations, use templates and pre-saved or most commonly used answers, or send bulk answers, automating repetitive tasks.
What’s more, HelpScout offers reports and analytics for tracking team performance and trends in customer issues to implement improvements and increase customer satisfaction.
Help Count integrates with all major e-commerce platforms like Shopify, BigCommerce, WooCommerce, Magento, etc., as well as with many marketing and sales solutions (HubSpot, Jira, Salesforce).
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HelpScout offers flexible pricing. For an annual subscription, the standard fee is $20/user/month for two mailboxes, up to 25 users and a live chat function. Its Plus subscription is the most popular offer – at $35/user/month, you’ll get five separate mailboxes, unlimited users, and custom fields.
HubSpot is a developer of software tools for inbound marketing, sales and customer service. For e-commerce companies looking for an end-to-end solution to connect customer service, marketing and sales operations, HubSpot offers its Service Hub – a customer service software that is one of the best solutions on the market.
Service Hub brings all your customer service data and channels together on one CRM platform, so you can efficiently onboard, support, retain and grow your customer base. As a result, you improve your customer service management and deal with delighted customers at every stage of their journey.
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In addition to paid options, HubSpot offers free live chat software, a landing page builder, and a chatbot builder. The basic starter plan, which will cost you €45/month, will provide you with two paid users and basic customer support functionality like a live chat and a help desk support system.
LiveAgent is a popular customer service software that started as the company’s help desk solution for its other software.
The company decided to create its help desk software after finding other solutions insufficient. LiveAgent is used by a large number of companies worldwide, and is a popular choice in various industries thanks to its multi-channel capabilities.
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LiveAgent’s ticketing system can handle all popular channels, including emails, live chat, calls, social media, messaging apps and a customer portal. It is used by companies like BMW, Yamaha, Huawei and Slido, among others.
LiveAgent offers 200+ integrations with all varieties of popular software, including collaboration tools, eCommerce, CRM, tracking tools and more.
LiveAgent offers flexible paid plans and a free plan for all types of businesses. The ticket plan starts at $15/month and offers a ticketing system with email support and a customer portal with a knowledge base, among other features. The all-inclusive plan with the full feature set starts at $49/month.
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LiveAgent also has a special offer for startups with the first 6 months for free and the next 6 months for 50% off.
You can add Tidio to a website in 5 minutes, and no coding is required. At the same time, the live chat is easily customizable so that the widget can blend in with the look of any website. All interactions are located in one panel, and a mobile application is available to simplify the processes.
Tidio is easy to use with all CRMs, social media and marketing platforms. In addition, you can get information about what visitors do on your website, check where they come from and carefully monitor all critical analytics.
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Tidio can be smoothly integrated
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