11 Best Shopify HelpDesk Apps & Software

Customers switch to a competitor after one poor experience, and 80% of customers follow this approach.

NewVoiceMedia shines a light on the consequences of bad customer experience in the United States; the research reveals that America faces a loss of $62 billion every year due to poor customer experiences.

Covering 23% of the U.S. market share, Shopify is one of the biggest eCommerce platforms in the world.

Fortunately, if you are a Shopify user, you can easily improve the customer experience by using a HelpDesk app.

This will allow you to provide quick resolutions to your customers and reduce friction in sales.

Whether you’re looking for a Shopify app to manage customer support tickets or one to automate repetitive tasks, we have you covered.

Here, I’m sharing the best HelpDesk apps you can use to improve the customer experience on your Shopify stores.

1. Gorgias

Gorgias is quite unique as compared to other Shopify HelpDesk applications.

This customer service help desk, designed for Shopify eCommerce store users, offers tools and capabilities including customer history tracking (including email, call, outstanding orders, and tracking numbers), ticket creation and management, auto respondents, email integration, internal notes, mentions, custom views, and request assignment.

Best for established brands, Gorgias helps you in supporting your customer service team by helping them pull out data on payments, refunds, and various order details in no time.

It will also allow you to integrate and connect with customers on various social media platforms such as Facebook, Outlook, and Twitter.

Pros

• You can save conversations for future reference through its custom tag feature.
• It allows you to automate replies to frequently asked questions.

Cons

• Gorgias collaboration and internal chat features are not easy for beginners.
• It does not allow you to mark the ticket as unread, which can lead to the loss of tickets.

Pricing and Plans

• Basic at $60 per month.
• Pro at $300 per month.
• Advanced at $750 per month.
• Enterprise is a custom pricing plan.

All the above-mentioned Gorgias pricing plans include a 7-day free trial.

2. Zendesk

With more than 160,000 users relying on this platform, Zendesk is one of the best Shopify HelpDesk solutions.

As per Zluri, Zendesk is known to increase customer satisfaction by 25%, which can lead to an immense enhancement in terms of your Shopify store’s customer service position.

Zendesk makes sure all of your customer and team interactions are placed on a single dashboard for your team’s and customers’ prompt convenience. With its wide range of deployment options (cloud, web-based, android, iOS, and SaaS), the chances of it not fitting your preferred OS are quite slim.

Account management, appointment management, automated routing, batch communications, blended call center, asset tracking, account alerts, and automatic call distribution are only a few of its highlighted features that you can leverage for your eCommerce store.

However, with its current pricing, Zendesk is most suitable for established brands.

Pros

• Its live chat feature comes with a combination of behavioral triggers, chat ratings, and live visitor tracking.
• It allows you to store the most frequently asked questions by your customers.
• Integrates with a wide range of social media channels.

Cons

• Does not have an extensive set of ticket-centric features.
• Reviewed for having data-centric issues as compared to other options.
• Team collaboration is not entirely seamless.

Pricing and Plans

Foundational support starts at $19 per month.

3. Freshdesk

Freshdesk is a cloud and SaaS-based customer service application which caters to numerous eCommerce stores’ needs on Shopify. It has more than 50,000 users onboard, and that number is increasing by the day.

With such credibility, Freshdesk can turn out to be one of the best customer service solutions for small and medium-sized businesses.

It provides features such as collaboration tools, content creation and management, case management, assignment management, automated routing, performance metrics, feedback management, predictive analysis, and also allows you to record sessions.

With Freshdesk, you can effortlessly offer a self-service option to your customers, manage SLAs, and also generate detailed reports.

Pros

• Freshdesk has one of the most intuitive dashboards among its competitors.
• It offers you smart automation tools to simplify your customer service processes.

Cons

• It lacks features considering inboxes such as sharing messages with multiple recipients.
• Ticket transferring is not efficient.

Pricing and Plans

• Free
• Growth at $13.42 per agent/month.
• Pro at $48.34 per agent/month.
• Enterprise at $76.55 per agent/month.

4. Tidio

Tidio is an incredible customer service software.

Best for small businesses, it allows you to solve all your customer queries in an efficient and timely way.

Through its live chat widget, your eCommerce store on Shopify will be available to your customers 24/7. Also, as it is backed up with artificial intelligence, you can connect with your customers in real-time.

Tidio is compatible with cloud, web-based, SaaS, Mac and Windows desktop, and even mobile: iOS, Android, and iPad. It is equipped with compliant monitoring, email management, third-party integrations, live chat, geotargeting, routing, website visitor tracking, and CRM.

Nonetheless, one of its most outstanding features is that Tidio allows you to monitor conversations closely.

Pros

• Customizable widgets which allow you to get in touch with your customers in real-time.
• Tidio allows you to automate frequently asked questions by your customers.

Cons

• Tidio does not enable you to manage conversations on social media platforms such as Instagram, Twitter, and WhatsApp.
• As it has a per-user pricing plan, it can work for small businesses with a small team and have trouble with large teams.

Pricing and Plans

• Free up to 3 users.
• Chatbots at $39 per month.
• Communicator at $15 per month (it is billed per user).

5. Re:amaze

With live chat as its highlighting feature, Re:amaze is one of the main players when it comes to Shopify HelpDesk applications. It has everything you need to provide a memorable customer experience to your Shopify customers.

Re:amaze has multi-channel support for your communication requirements. Furthermore, it has a feature named Team Inbox which allows your customers to stay in sync with your team and helps you keep track of all the conversations.

As it leads in terms of chatbot feature, it helps you send messages based on URL, Shopify activities, and users’ time on your website.

Best for beginners, small and medium businesses on Shopify, it has an excellent ticket management system that helps you organize your conversations, complaints, requests, and everything in between.

Pros

• It provides high efficiency as it does not make you waste time on ticket numbers, and is quick and easy to set up.
• It does most of your work yet lets you drive it all: customized email appearances, custom hosted domains, and customizable FAQs.
• Allows you to monitor the activities of your users on the website in real-time.

Cons

• Its pricing model is based on per user (and per month), which can be financially problematic when you add more members from your team.
• Its back-end interface for the live chat feature could use some work.
• Its knowledge base editor requires an upgrade where it could allow you to upload images in an article, and does not make your point to an external site.

Pricing and Plans

• Basic at $29 per member/per month.
• Pro at $49 per member/per month.
• Plus at $69 per member/per month.

6. HubSpot Service Hub

Built by HubSpot, which is known for launching excellent applications, the HubSpot Service Hub is everything you and your customer service team require to support your customers and make sure they have a satisfactory customer experience.

It offers an extensive ticket management system to your team. One of the best aspects is that its free plan offers quite a number of features.

However, if you are currently using its free plan, you will notice that it restricts you from contacting the HubSpot customer support team, i.e., unless you are on its paid subscription (Professional or Enterprise plan).

Serving more than 120 countries and 100,000users, HubSpot Service Hub has been making the eCommerce world more and more inbound as it grows with your business and works wonders for new and medium-sized businesses.

Pros

• Conversational bots, conversational inbox, and live chat.
• Integration with platforms such as Facebook, Gmail, and Outlook.

Cons

• Fine-tuning the texts is complicated for a tech novice.
• Knowledge base setup requires a lot of effort.

Pricing and Plans

• Offers a Free plan.
• Start at $50 per month.
• Professional at $400 per month.
• Enterprise at $1,200 per month.

7. LiveAgent

LiveAgent is another well-known customer service solution for small and medium business owners.

Equipped with more than 180 excellent support features, LiveAgent allows you to link its dashboard with a wide range of channels.

Through these channels, you can connect with your customers using live chat, acquire information through contact forms, email automation, leverage Facebook comments, and Twitter.

Some of its notable features include a support portal, knowledge base, POP3 accounts, SLA, automation, voice integration and call recording, ticket routing, email piping, social media integration, and many more.

Furthermore, LiveAgent is available as a self-hosted license and a SaaS as well. Also, as it offers its capabilities in 39 languages, you can provide a trouble-free experience to all your customers worldwide.

Pros

• It has a good separation of modules and it lets you get into greater use of every piece of the system.
• It allows you to create separate and multiple chat boxes and email addresses for all departments.

Cons

• Its spam filter is not up to the mark.
• Some of the embedding options are quite difficult for tech novices.

Pricing and Plans

• Free plan with certain limitations.
• Ticket at $15 per agent/month.
• Ticket + Chat at $29 per agent/month.
• All-inclusive at $49 per agent/month.

8. HeyDay

With the power of conversational artificial intelligence, HeyDay combines the human essence of your customer service team with extraordinary elements of AI, and this application offers a memorable customer experience to all your customers.

Through features such as AI-powered chatbot, clienteling, and video consultations, you can use HeyDay to provide a shopping experience to your Shopify customers, which is not very different from the in-store shopping experience.

Best for mid-market and established retailers which have physical and online stores, it allows you to automatically revert to your customers concerning the questions they ask often. Additionally, it removes the repetitive work that might weigh down your customer service team in terms of efficiency.

Pros

• It integrates with your entire product catalog on Shopify without having you do it manually.
• Allows you to send automated wait-time communication emails in case of your absence.

Cons

• Its base pricing plan is affordable but restricts you to only 200 users per month, which can be quite low for HeyDay’s target market.
• Does not have a feature that allows you to integrate it with Facebook or Instagram.

Pricing and Plans

• Core App at $49 per month.
• Enterprise at $1000 (allows you to book a demo).

9. Kustomer

Built for medium-sized and established eCommerce businesses, Kustomer allows you to deliver effortless and personalized customer support to your customers worldwide. It is best known for allowing you to manage high volumes of customer queries all in one go.

Companies across industries are known to use Kustomer to provide fast solutions to their customers. Some of its best features include IT asset management, knowledge management, live chat, automated routing, macros responses, multi-channel communication, performance metrics, and predictive analytics.

Also, you can integrate social media channels, access SLA management, gather required data through surveys and poll management on the Kustomer dashboard. Its workflow configuration and workflow management are a few added benefits for growing Shopify stores.

Pros

• It enables you to use notes and mentions to collaborate with other agents.
• Kustomer allows you to use AI and Kustomer IQ to route conversations and automate rules.
• You can integrate it with most of the top business software you will be using.

Cons

• Kustomer has quite a steep learning curve and might be a struggle for new members of your customer service team.
• The SDKs on Kustomer are difficult to integrate due to bad documentation.
• Its pricing plans can be restrictive as it works on a per-user and per-month basis.

Pricing and Plans

• Enterprise at $89 per user/month.
• Ultimate at $139 per user/month.

10. Verloop.io

Verloop.io is a conversational AI platform that leverages advanced natural language processing (NLP) and machine learning (ML) to help you resolve all your customer queries and deliver delightful customer experiences.

With its advanced technology, Verloop.io helps you replicate in-store-like assistance on your Shopify store worldwide.

Best for eCommerce, retail, and BFSI industries, this Shopify HelpDesk application has a strengthening set of features: group messaging, lead distribution, contextual guidance, canned responses, appointment scheduling, geotargeting, lead qualification, third party integrations, and pre-configured bot.

Also, with its capabilities to help you track visitors on your website, your interactions with customers have become more efficient than ever.

Pros

• It enables you to track customer information including previous chats, location, and purchase history.
• Verloop.io lets you update your customers regarding refunds, shipment, and other order details.

Cons

• Its user interface is not as intuitive as its competitors, and this might be a hurdle for new users.
• Verloop branding can be removed only if you are at the highest tier of pricing plans.

Pricing and Plans

Schedule a demo and decide on pricing accordingly.

11. DelightChat

Built for small and medium D2C and eCommerce business owners, DelightChat is a one-stop solution for hundreds of eCommerce businesses.

It is best known for its all-in-one dashboard through which you can effortlessly manage your customer feedback and complaints, and resolve these queries through DelightChat’s conversation-first approach towards your customers.

In addition to being customer-centric, it also allows you to communicate with your team.

Furthermore, it comes with capabilities such as live chat widget, email management, Instagram and Facebook comment replies, WhatsApp API, Instagram, and Facebook DM integration, and a shared team inbox that allows you to collaborate with your team members across all channels and all at one consolidated screen.

Pros

• It has self-service widget features which allow your customer to track orders without having the requirement to reach your team.
• Features such as fast replies and automated replies are highly useful to increase your customer service team’s efficiency.

Cons

• DelightChat is quite new to the industry and lacks credibility on the credibility front.
• It has conversation-based pricing, so might not fit if you prefer other pricing models.

Pricing and Plans

• Startup at $29 per month.
• Scale at $49 per month.
• Growth at $249 per month.

Wrap Up

The key to an eCommerce business’ success is happy customers.

While components such as quality of products, packaging design, delivery timeline, and the website design are important, customer service is a crucial yet highly overlooked component that plays an active role in the success of your eCommerce website.

In this list, I have included an extensive range of Shopify HelpDesk applications, for all types of businesses. I’m confident you’ll find your ideal customer service solution among these apps.