Finding it difficult to deal with the large number of support requests that come in every day? You need an effective help desk system to manage your customer interactions and support tickets in one place.
However, choosing the right helpdesk for your Shopify business can be tricky.
Well, to make things easier, we've researched some of the best helpdesk solutions that can lend a helping hand to your eCommerce business.
Here are the top 7 Shopify Helpdesk apps for creating a more personalized, engaging shopping experience:
Pricing Starts At
Provides unlimited tickets but does not come with a single-user pricing plan.
Gorgias ‑ Live Chat & Helpdesk
Provides unlimited users but you only get 350 tickets/month for this package. ($25 for each extra 100 tickets)
LiveChat Help Desk
The starter plan allows you to review your chat history and search for customer conversations for only up to 60 days.
$29 per extra user
(Ticket volume-based options with unlimited users available.)
$22 /month/2 users
The pricing plans have a 2-user minimum requirement ($11 per extra agent/month for the Pro plan)
Richpanel Customer Service
Provides unlimited users but you only get 1000 tickets/month for the starter plan. ($30 for each extra 100 tickets)
HelpCenter Helpdesk- Shark Byte
Provides unlimited users but you only get 30000 tickets per year for the Helpdesk plan.
There is no one-size-fits-all formula here since each business has its own set of customer service requirements. That’s why, we've provided a general overview of these Helpdesk apps, including their usage, pricing, pros, and cons.
Let’s get started!
1. Helplama Helpdesk
If you're just getting started with customer service, a quickstart tool like the Helplama Helpdesk can be an excellent solution.
The app provides a unified platform for meeting your customers via their preferred channels, such as email, chat, social media, and so on.
What's the best part? The support features of this tool are unique in this list, as it provides automated agent training, recruitment, AI-drafted emails, etc.
With a single click, you can integrate with e-commerce platforms such as Shopify, Magneto, and Woo-commerce, among others.
Helplama integrates email support as well as AI-drafted emails. This can significantly reduce your email traffic as well as your team’s workload.
The helpdesk improves response time and productivity by providing AI-suggested responses based on previous tickets handled.
Automated agent training is available from the Pro plan.
2. Gorgias ‑ Live Chat & Helpdesk
If you need a solution to consolidate all of your customer's queries from various channels into a single, easy-to-access location, Gorgias is the tool for you.
Not only does the platform centralize all communication channels, but it also automatically organizes each customer's entire story, including purchase history, subscription information, and delivery details. As you can see, it is a helpdesk platform that is clearly geared toward e-commerce businesses.
We've also discovered that getting Gorgias up and running is a simple and quick process.
Your agents can reply to emails, answer customer calls and chat with customers right within the helpdesk.
Provide your agents with the tools they need to easily recommend products from your Shopify store and manage orders.
Create pre-made responses (macros) that are customized with your brand's distinct tone and identity.
The auto-tagging feature is not very effective.
The iPhone app can occasionally log users out.
3. LiveChat Help Desk
If you are looking for an affordable helpdesk solution with various features to deliver excellent customer support, LiveChat is a good way to go.
The first thing we noticed is how simple it is to set up, customize and use the platform. This platform's standout feature is the ability to send personalized greetings to your customers based on their time spent, location, and pages visited in your store.
Integrations with third-party platforms and services (Zendesk, Messenger, HubSpot CRM, WhatsApp, etc.) were also seamless in our experience.
The platform includes dashboards and analytics tools for gaining valuable customer insights.
The Traffic feature displays a live list of all visitors to your site.
LiveChat also includes a daily chat summary, which provides a quick snapshot of your team's daily performance.
There have been reports of the system slowing down when a large number of customers are waiting in a queue.
The Android app design and UI is not very intuitive and looks outdated.
4. Reamaze Helpdesk
If you’re looking for a centralized solution that covers pretty much all types of customer service communication, Reamaze might be just what you need.
This live chat and helpdesk platform is used by companies such as Boley, GoodDoll, Enervee, etc, and for good reason. Its features allow you to connect with customers across multiple channels, set up chatbots, streamline workflows, collect customer satisfaction ratings, and so on.
A standout feature is their AI-powered Intents, which help accurately classify support messages and predict customer sentiments.
You can use the platform to create FAQs that can be distributed in a variety of formats.
You will have access to a live dashboard where you can monitor your customers' browsing activity, shopping data, and geolocation on your site, as well as message them directly.
Integrate the helpdesk into your Shopify store as well as a wide range of third-party pages and apps.
The search function will only return results when the exact term is entered.
Some users have expressed dissatisfaction with the Instagram integration.
5. Helpdesk Support – UVdesk
UVdesk is a versatile customer service solution with features geared toward handling customer support inquiries from multiple channels in a single location.
We found the features of this service help desk to be simple to use, capable of reducing repetitive tasks, and can help increase the overall productivity of your team.
Furthermore, it is a highly customizable cloud-based helpdesk that can meet the needs of any e-commerce business. Especially given the helpdesk's 50+ third-party integrations.
To resolve routine questions, your agents can use saved responses.
To reduce support demand, UVdesk provides a curated brand knowledge base and an integrated AI librarian bot.
All the customer information is embedded in each service ticket.
Limited branding options – you cannot add an image to the knowledge base banner or customize the bubble icon.
6. Richpanel Customer Service
The last thing your customer service agents need is to switch between tools to respond to customers. With Richpanel, your team can communicate with customers via email, live chat, phone, and social media from a single location.
It also offers a self-service help center and automation to assist your Shopify online support team in providing more streamlined support. Additionally, the platform is very user-friendly and designed to make training as simple as possible.
Measure all customer service metrics to see how your customer service team is doing in terms of response times, resolution times, etc.
Richpanel's live chat widget allows your customers to view orders, track packages, and browse FAQs.
Your agents won't have to switch between screens because all customer/ order information is stored on a single platform.
Richpanel can be less polished than some of the other solutions on the market.
Users have reported that customizing workflows can be difficult at times.
7. HelpCenter Helpdesk - Shark Byte
If you want to streamline, customize and automate your customer conversational support, HelpCenter might be the tool for you.
The platform is packed with features such as AI-powered chatbots, an all-inclusive ticketing system, integration with various third-party platforms, an FAQ builder, and so on.
It's not only a useful tool for customer communication, but it can also be used to create custom contact forms, FAQ pages, knowledge base articles, and so on. The best part is that the platform offers pricing plans that include unlimited support agents.
You can add tabs to your product page. It includes a variety of tab themes that can be customized based on your brand’s requirements.
Create a multilingual, SEO-friendly FAQ page that can be fully integrated with your store's design.
Your agents will get to manage all inquiries from multiple channels: email, chat, or social media in a single location.
Users have reported that the app frequently crashes when creating the FAQ page.
It lacks the resources needed to learn about more complex use-cases.
As you can see there are numerous Shopify helpdesk options available, some of which are more comprehensive than others. All of these platforms hold up on their own, and the decision between the two is entirely dependent on your company's needs.
So, comparing your company's needs to the platforms/features listed above will help you refine your search and find the best help desk software for your Shopify store. Hopefully, this guide cleared up some questions and makes it easier for you to choose a platform!
Do you work with any helpdesk apps yet? Feel free to share your experience in the comments below!