You may be using an ecommerce support tool differently, or perhaps you are looking for a simpler tool that’s easy-to-use. Or possibly one that integrates with the other apps you use to run your business.
You don't need to look any further, because we’ve done the research germany mobile phone number list for you. Here are seven excellent ecommerce customer support tools we recommend, along with their pros and cons. So, if you’re actively looking for a Help Scout alternative, you’ve landed in the right place.
The 7 Best Help Scout Alternatives
DelightChat
Zendesk
Freshdesk
Richpanel
Gorgias
Reamaze
Front
Before we jump into the alternatives, let's have a quick look at why Help Scout is a very popular solution for ecommerce customer service.
What is Help Scout?
Help Scout is a clutter-free customer service software that helps companies have meaningful conversations with customers. It’s another easy one-size-fits-all solution that matches your expectations when it comes to managing customer service. It has all the features you need to greatly enhance your productivity and save you countless business hours.
Pros:
Help Scout offers a shared inbox. This feature lets you group email inboxes by teams, functions, etc. For example, you can have the customer support inbox shared across five team members and the Operations inbox with two team members accessing it.
They also come with a ‘knowledge-base’ feature and a doc site that hosts all the FAQs which can be referred to by your customers.
You can send intent & behavior-driven messages with its in-app messaging feature whenever someone’s on the website and meet the conditions.
It integrates with a host of tools, including Shopify.
Last but not least, Help Scout’s reporting feature is top-notch. Track SLAs, number of conversations, happiness score, and the whole shebang.
Cons:
While Help Scout is an awesome software, it’s not built for ecommerce. It lacks the features and the design that’s meant for ecommerce stores. Plus, its Shopify integration isn’t really up to the mark.
It’s much easier to manage all your customer queries across different channels on one screen. But that’s not the case with Help Scout. You need to navigate around to find stuff to make it work.
Help Scout’s basic plan starts at $25/user/month, which can quickly become EXPENSIVE if you have a large support team of 10+ agents.
You can’t add more than one store to the same account if you run multiple ecommerce stores. It’s not ideal to constantly be logging in and out of different accounts.
You may also want to check out how Help Scout compares to DelightChat.
DelightChat
DelightChat is an ecommerce customer support tool built for SME brands that enables them to deliver out-of-the-box customer service. It’s designed with a conversation-first approach that enables you to manage your store’s support & painlessly resolve customer queries - all from a single screen.
Pros:
Omnichannel inbox that helps you manage WhatsApp, Instagram, Facebook, Emails & Live Chat.
DelightChat enables you to respond to customer queries & collaborate with your team, all from a single screen.
DelightChat offers great value for money being significantly cheaper than the other options on this list.
DelightChat doesn’t penalize you when you add more users to scale up your customer support operations.
Most importantly, you can collaborate with your team right within the app itself. There is no need to toggle between tabs, which leads to a loss in productivity & loss of work hours.
Cons:
For now, DelightChat only integrates with Shopify that allows it to access your Shopify admin dashboard data. However, it will soon be available for other ecommerce platforms like BigCommerce, WooCommerce & Magento.
Sign up today for free!
Zendesk
Zendesk is a multi-billion dollar SaaS company that helps organizations with customer support software. Zendesk comes with a long list of features, integrates with almost all the apps in your stack, and caters to industries across the board. If you think of customer service software as an industry, Zendesk would be at the top.
Pros:
Zendesk is said to have one of the best live chat tools available in the market. This chat tool comes with an extensive set of features like behavioral triggers, live visitor tracking, chat ratings, file sending, etc.
It comes with a powerful FAQ building feature where you can store your visitor’s most asked questions and relevant information about your ecommerce store.
Besides that, it has a unified communications interface where you can answer your customer queries natively. Some of the platforms they support are WhatsApp, WeChat & Facebook.
Cons:
Zendesk is heavy, boring, and not intuitive. It can be really difficult to navigate without a demo from a sales rep.
Zendesk is a generic tool. It’s NOT built for ecommerce brands. Ecommerce brands have very specific needs & their customer support requirements are very distinct and different from other industries.
It is quite expensive. Their support suite Professional plan costs $89/month/user.
You just can’t collaborate with your teammates on Zendesk easily. They have basic collaboration features but that doesn’t facilitate having a seamless conversation.
You may also want to check out how Zendesk compares to DelightChat.
Freshdesk
Freshdesk (from Freshworks) is a popular name in the customer service industry. Freshworks was named a “visionary” on the 2020 Gartner Magic Quadrant for the CRM Customer Engagement Center. It comes with an exhaustive set of features that make it an all-inclusive customer service tool for companies across industries.
Pros:
Freshdesk flaunts omnichannel customer service. They integrate with pretty much all the channels through which a customer may contact you. This includes live chat, Apple Business Chat, WhatsApp, email, Facebook, and the likes.
Besides the ones already in the Freshworks ecosystem, Freshdesk integrates with over 600 apps. This makes it easier for someone to opt for Freshdesk if they’re already using a product.
Their chatbot called Freddy AI lets you deploy intent & behavior-based bots that trigger when it meets the requirements.
Freshdesk comes with several in-app collaboration features that make it easy for team members to work together and resolve tickets.
Cons:
You need a demo and a few hours to understand how everything works. Freshdesk is not a tool you can set up and start using in minutes.
It is NOT built for ecommerce brands. Ecommerce brands have specific needs such as deep platform integrations, customer information, modifying order data, and more.
They're not exactly affordable, especially if you want to unlock the main features. Their omnichannel helpdesk costs $77/user/month. It’s not a good fit for SME brands who are striving to do their best and need an extensive set of features.
Although Freshdesk comes with in-app collaboration features, it’s not very helpful to have a seamless conversation with your teammates.
It’s designed more as a ticketing system that treats a customer as a soleless ticket number. This triggers a mentality of “resolving tickets” and not “having a conversation.”
You may also want to check out how Freshdesk compares to DelightChat.
Richpanel
Richpanel helps ecommerce businesses to manage their customer service seamlessly. With Richpanel, you can easily track, manage & resolve queries in no time. You can manage all your support channels, viz., live chat, email, WhatsApp, Facebook & Instagram. This saves a lot of time & helps the support reps be more productive.
Pros:
Richpanel saves you countless hours by bringing the most used support channels onto one dashboard. This includes live chat, email, Facebook, Instagram & WhatsApp.
You can eliminate up to 30% repetitive support requests with its self-service feature. It offers a personalized experience where customers can view/track orders, peruse FAQs, and start a new conversation too.
They integrate with top ecommerce platforms like Shopify, Magento & WooCommerce.
