Since the customer is king, how are you communicating and managing them? Recent studies have shown that businesses using good customer service software, not only increase their customer retention but are 38% more likely to receive new customers because of them. Meaning, that the right customer service software can elevate your profitability by enhancing your business’s customer service and experience. Below are 8 of the best eCommerce Customer Service Software Systems of 2022.
Top 8 eCommerce Customer Service Software:
- Jira Service Management – Best eCommerce Customer Service Software for Small Teams
- Zendesk – Most User-Friendly eCommerce Customer Service Software
- Front – Best Ecommerce Customer Service Software for Email
- Freshdesk – Best Free Ecommerce Customer Service Software
- Salesforce Service Cloud – Best Ecommerce Customer Service Software for Customization
- Sprinklr – Best Ecommerce Customer Service Software for Social Media Communication
- Kustomer – Best Ecommerce Customer Service Software for Multi-Platforms
- Avochato – Best Ecommerce Customer Service Software for Texting
1. Jira Service Management – Best Ecommerce Customer Service Software for Small Teams
PRICING: $20 per month per agent
Jira Service Management is an advanced customer service software designed to not only keep up with your customers but anticipate their questions with solutions. This software uses sophisticated technology that initiates human learning, so it is constantly improving its method, leaving your customers helped and happy. So if you have a smaller team, Jira Service Management is great because it handles more simple tasks, so you can put your time into finding more solutions.
KEY FEATURES:
- 2 GB storage
- 3 agents
- Unlimited Customers
REASONS TO BUY:
- Free trial, no credit card required
- Customers can raise specific questions from anywhere on website
- AI algorithms improve customer experience
REASON TO AVOID:
- Limited storage
2. Zendesk – Most User-Friendly Ecommerce Customer Service Software
PRICING: $49 per agent per month
Zendesk is one of the top customer service software systems in the industry, boasting of over 200,000 users as of 2022. This software offers a visually appealing and user-friendly interface that requires little training to master. Zendesk has various plans, but the one highlighted is the most affordable. You will get a lot for what you’re paying for, however, if your customers are multilingual, you will want to upgrade your plan since the most basic one only offers 1 default language.
KEY FEATURES:
- 1000+ prebuilt apps
- 50MB
- Up to 50 AI-powered solutions
REASONS TO BUY:
- Free trial
- Easily integrates with third-party programs
- User-friendly
REASON TO AVOID:
- Only 1 default language, unless upgrade
3. Front – Best Ecommerce Customer Service Software for Email
PRICING: $19 per agent per month
Front is a customer service software system that heavily prioritizes email, so if that’s what you’re looking for, Front just might be perfect for you. Front is a cloud-based software that was created to help teams organize their emails, so they can focus on customers’ needs. It’s much more than having all of your communication in one spot, it also provides intuitive features, automated analytics, and the ability to synchronize your team so that your customers never fall through the cracks.
KEY FEATURES:
- Integrates with 40+ third-party services
- Unlimited email, SMS, and social media
- Unlimited number of workflow rules
REASONS TO BUY:
- Single location inbox
- 24/7 customer support for all plans
- 21-day free trial, no credit card required
REASON TO AVOID:
- Poor video calls
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4. Freshdesk – Best Free Ecommerce Customer Service Software
PRICING: Free
Freshdesk is a cloud-based customer service software system that automates tasks, so that you and your team can create solutions faster and more efficiently. This software is more basic, and is geared primarily for customer service needs whose questions can be answered by Yes or No. With Freshdesk, there are 5 different plans, but it is one of the few customer services software that offer a freemium option.
KEY FEATURES:
- Mobile apps available for Android and iOS
- Unlimited agents
- SSL certifications
REASONS TO BUY:
- Free plan
- User-friendly
- Sophisticated workflow
REASON TO AVOID:
- SMS and Instagram support not available
5. Salesforce Service Cloud – Best Ecommerce Customer Service Software for Customization
PRICING: $25 per agent per month (Billed annually)
If you’re looking for powerful software that is highly customizable, Salesforce Service Cloud is what you want. Over 150,000 business owners trust Salesforce Service Cloud to assist in bringing solutions to its customers because it has nearly unlimited customization options that allow your team to create your workflow exactly as you envision it. While this software has much to offer, it also takes significant time to learn its system well enough to utilize its features.
KEY FEATURES:
- Omni-channel support
- Computer Telephony Integration (CTI)
- Live agent
REASONS TO BUY:
- 14-day free trial, no credit card required
- Online trainings and live onboarding webinars
- Supports email, Facebook, Twitter integration
REASON TO AVOID:
- Steep learning curve
6. Sprinklr – Best Ecommerce Customer Service Software for Social Media Communication
PRICING: Must contact vendor for quote
Sprinklr was designed for companies and businesses of any size. Where this software really shines is in its ability to connect and reach out to your customers on social media, so any of their problems and concerns can be resolved quickly. It works by managing all of your social media accounts in one place, so your team can easily handle customers’ questions, requests, and complaints.
KEY FEATURES:
- Single code base
- Asset and audience management
- Planning and resorting
REASONS TO BUY:
- Free trial
- Integrates with 50+ services and vendors
- Mobile app
REASON TO AVOID:
- Only web-based, does not support iOS, Android, or Desktop
7. Kustomer – Best Ecommerce Customer Service Software for Multi-Platforms
PRICING: $89 per agent per month
Kustomer acts as an all-in-one hub spot for your customers, so wherever they are you can easily provide them with solutions. This software system is highly advanced and offers your business a lot, with over 3000 automatic conversations available each year, large storage space, and its ability to connect with your customers on multiple platforms so you can keep your customers happy.
KEY FEATURES:
- 3000+ automated conversations per year
- Supports 100 active workflows
- 10 GB + .5 GB per full user
REASONS TO BUY:
- Supports email, chat, SMS, Social, WhatsApp, Self-service
- Satisfaction Measurement and reporting
- Multilingual
REASON TO AVOID:
- Does not offer free trial
8. Avochato – Best Ecommerce Customer Service Software for Texting
PRICING: $19 per agent per month (Billed annually)
Avochato is determined to help you connect with your customers how they prefer–texting. Since 89% of consumers would rather message, Avochato has built their software around messaging so you can easily build relationships with your customers. This software system offers competitive prices that provide you with unlimited contacts, live chat messages, and you can even try it all with their 14-day free trial.
KEY FEATURES:
- Unlimited live chat messages
- Unlimited contacts
- 1 unique phone number
REASONS TO BUY:
- Multi-channel SMS
- Salesforce integration
- 14-day free trial
REASON TO AVOID:
- Does not integrate well with CRMs
Resources
- https://www.atlassian.com/software/jira/service-management/pricing
- https://www.zendesk.com/pricing/#everyone
- https://front.com/pricing
- https://freshdesk.com
- https://www.salesforce.com/editions-pricing/service-cloud/
- https://www.softwareadvice.com/crm/sprinklr-profile/vs/
- https://www.kustomer.com/pricing/
- https://www.avochato.com
- https://www.avochato.com/about
- https://www.helpscout.com/75-customer-service-facts-quotes-statistics/
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