Things keep changing inevitably for growing eCommerce brands—especially when you scale. One moment, your entire customer service process is running smoothly. The next thing you know, you’ll need to fine-tune processes.

Once you begin to scale, a finely balanced system starts to wobble. It can put your brand in danger of drifting from consistently high quality into the crowded swamp of mediocrity.

For growing eCommerce brands, change is unavoidable and usually desired. And it sure is not easy to handle. It takes deliberate efforts and thoughtful actions to scale your customer support for eCommerce while maintaining high quality. The challenge, however, lies in having the right tools at your disposal.

eCommerce Customer Support Tools For Scaling Your Business

Here’s a list of nine eCommerce customer service software/tools you must know before scaling your business.

1. Zendesk

Zendesk has established itself as a “champion of customer support” and is a go-to tool for online eCommerce customer support.

It is a cloud-based help desk solution offering customizable features and has a solution plan for all, whether a startup, SMB, or an enterprise-level brand.

Prominent Features:

• Ticket routing
• Live chat software
• Native integrations
• Custom knowledge base
• Tracking and reporting
• Self-service portal
• Community forums
• Automation
• Customizable ticket layouts

USP:

Social media has become a popular go-to place for customers to seek support. With Zendesk, you can integrate your social media like Facebook Messenger with your eCommerce customer service software and automate the ticket generation process.

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2. Hubspot Service Hub

Built on Hubspot’s CRM platform, Hubspot Service Hub is an easy-to-use solution with a comprehensive set of tools to deepen customer relationships. It helps you take the customer-first approach and lets you connect to the front office directly to drive service efficiency.

Prominent Features:

• CRM platform with hundreds of integrations crafted in-house
• Team inbox for collaboration
• Omnichannel messaging
• SLA management
• Chatbot support for routine queries
• Consolidated dashboard

USP:

It can customize records, surveys, dashboards, and more. It offers all the customization that you might need and prevents unnecessary complexity.

3. Freshdesk

Freshdesk Support Desk is a feature-rich, multi-channel eCommerce customer service software that e-commerce brands can use to deliver personalized, instant, and consistent support across email, Twitter, Facebook, and support portals.

Prominent Features:

• Unify multiple channels into a single view
• Offer personalized and contextual help
• Reduce ticket volume through knowledge bases
• Measure customer satisfaction and team performance
• Monitor and respond to brand mentions on Twitter and Facebook
• Integrate with common e-commerce platforms like Shopify, Bigcommerce, Magento, etc.
• Automate common e-commerce service workflows

USP:

It also offers helpful eCommerce customer service tools for email, social media, and phone support, apart from live chat. You can manage all these channels from a single interface.

4. LiveChat

The LiveChat tool enables agents to solve customer issues in real-time, from wherever they are, like the website homepage or inside your mobile app. It is perfect for eCommerce customer support teams looking to provide proactive services.

Prominent Features:

• Interact with prospective buyers while they are still on your website
• Improve the buying experience by presenting and recommending new collection
• Access CRM containing customer data from pre-chat surveys, chat interactions, and more
• Connect with your customers via their favorite channels like Messenger or SMS

USP:

It enables a business to offer support round the clock. During offline hours, chatbots can conduct the conversation and help customers resolve their queries whenever they want. This is a win-win situation, especially for eCommerce customer support.

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5. SurveyMonkey

The role of SurveyMonkey is usually post-sales. It enables you to gather feedback from your target audience with minimum disruption.

It provides business templates for multiple surveys to glean insights into your eCommerce customer support. You can integrate SurveyMonkey into your existing workflows easily. It also offers an extensive library of integrations.

Prominent Features:

• Live results tracking
• Polling
• Tracking and reporting
• Image/audio/video file support
• Email distribution
• Native integrations
• API

USP:

You can easily share SurveyMonkey with your customers via email or social media.

6. Acquire

Acquire enables you to consolidate multiple channels like voice, video, chat, co-browse, and email in one tool to enhance the support experience. It also allows real-time screen sharing between customers to enable contextual support and lessens the communication time.

Prominent Features:

• Chatbot enabled support
• Personalized live chat
• Hands-on support with co-browsing
• Face-to-face video chat

USP:

Acquire offers transparency on both sides of the chat and helps brands foster customer trust. The catch, however, is that the customers do not need to download a single piece of software for this.

7. Salesforce Service Cloud

Salesforce service cloud helps you unify the agent experience with Service Cloud. It lets your service agents manage all the information through a single console.

You can manage cases, track customer history, view dashboards, and more — all in one view. No hassle of multiple tabs, no switching software, nothing!

Prominent Features:

• Lightning service console
• Case management
• Workflow and approvals
• Omni-channel routing
• Social customer service
• Automation with macros
• Telephony integration
• Custom reports and dashboards

USP:

Service Cloud is available from the web browser whenever you need it. Hence, it is accessible remotely, round the clock.

8. Referral Candy

ECommerce brands thrive on referrals. And Referral Candy thrives on the idea of helping brands grow sales through referrals and word-of-mouth.

How?

By rewarding customers in exchange for their referrals! Customers receive a custom link that they can share in exchange for whatever rewards you want to offer them. It could be unlimited discounts, limited deals, and beyond.

Prominent Features:

• Automated invitations
• Custom rewards
• Pay per performance
• Feature pop-up on your website

USP:

Referral Candy’s easy usability is what makes it popular amongst brands. It also makes generating referrals one of the least laborious marketing efforts. Plus, it offers app integration for every eCommerce store.

Saufter.io– Best Email Marketing Automation Platform.

Saufter is a powerful customer engagement and email marketing platform designed to analyze user behavior on your website or portal and their journey stages. Based on this analysis, it provides tailored campaign recommendations to optimize your marketing efforts.

Prominent Features:

• Automated user segmentation: Group users into cohorts based on behavior.
• Automated email campaign recommendations: Boost conversions and reduce churn.
• SEO campaign suggestions: Identify opportunities to enhance search visibility.
• Conversion and churn prediction: Gain insights to proactively retain customers.

USP:

Saufter might suggest a “how-to” article for a feature a user hasn’t explored yet. Each week, you’ll receive fully drafted email and in-app campaigns, ready for your approval with minimal effort.

In addition, Saufter monitors your competitors’ activities and proposes content campaigns inspired by their latest blog posts, keeping you ahead in the market.

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Did You Pick the Right one Yet?

We know it isn’t easy to sort through all the different eCommerce customer service software options. So, we hope this list helps you. While adding new tools, you will always make the right choice as long as you keep your customers first. If you want to outsource the hassle, let customer service experts at Helplama take care of your eCommerce customer support needs while you focus on scaling your business.