The first and most important function of customer service helpdesk software is to enable responding to customer inquiries. Additional but not less important functions are creating and sustaining customer relationships, cherishing loyalty that encourages current customers to come back and purchase again, using insights to get more leads, and providing the foundation for beating the competition and complying with industry demands.

With that said, below is a list of customer service helpdesk software solutions you should check out. Enjoy!

1. Re:amaze

Re:amaze stands out as one of the most comprehensive options, allowing clients to reach out to support staff in whatever manner they see fit. Customer service is provided via email, live chat, social media, smartphone SMS/MMS, and other methods.

Re:amaze’s live chat capabilities are particularly valuable because they enable users to build smart chats so that the support team can easily, accurately, and reliably respond to customer requests. The Chat module keeps track of customer-related conversations and contact in the networks available, then transfers the information to the Live module.

Re:amaze has many features, including blogging, collaborative inboxes, and, most notably, satisfaction surveys. You may also combine it with various well-known third-party apps, such as ShipStation, Klaviyo, Stripe, Slack, Mailchimp, BigCommerce, and so on.

Pricing

Pricing is determined by the number of employees using Re:amaze per month and starts at $29. It can go up to $69 per month for larger organizations that may require things like department groups, staff schedules, or a screen sharing function.

For advanced monitoring, a personalized domain, the right to handle various brands/stores in one account, and more, you will pay $49 per month.

2. Help Scout

Help Scout has a feature called Docs Site that allows you to expand your knowledge base.

This helpdesk software has a comprehensive reporting section, which should be mentioned. It allows you to prepare reports and prioritize them. You will get a notification when a report is complete. Plus, this section has another significant benefit: it allows you to monitor the customer satisfaction metric.

Pricing

You can save up to 33% on Help Scout’s pricing plans if you pay yearly. Check them out below!

3. Gorgias

Gorgias is designed for eCommerce retailers who use technology and machine learning to have excellent customer service without sacrificing personalization. It imports customer and order data from your Shopify, Magento, or BigCommerce store, which can then be used in templates (also known as macros) to create automatic answers that sound as if a person is answering the phone.

The best part is that you can simplify a variety of mundane activities. You’ll have access to Gorgias’ “Smart Autoresponders” feature, which merges your pre-set rules with customer data to generate automated, customized communication.

Gorgias claims that if you use their approach to its full potential, you will automate up to 30% of your email replies!

Gorgias provides over 20 integrations divided into three categories: eCommerce, support platforms, and business applications (Gmail, Twitter, Instagram, Mailchimp, etc.).

Pricing

The most simple plan, which allows 350 tickets a month, costs $50 per month. They charge for tickets rather than seats, which ensures that only the tickets you answer to are billed. You may also answer a single ticket as many times as necessary to fix an issue. For 6,000 tickets a month, the price rises to $625 per month.

4. Freshdesk

Freshdesk is well-liked on the internet for its simplicity, appealing user interface, and cost-free schedule. Freshdesk is a viable option for both small and large companies. It is known to have the effective sophistication of a service desk and the flexibility of a simple support desk toolset due to a balance of the most required feature sets.

Freshdesk’s shared mailbox lets you prioritize and categorize tickets using keywords and assign them to support agents. These features can help clear up the confusion over who should work on which ticket. In addition, Freshdesk allows staff to address issues directly from the dashboard. Gone are the days when you had to sift through countless email threads for an answer to a question!

This solution is compatible with so many popular eCommerce solutions such as Shopify, BigCommerce, Instagram, ChannelReply, PrestaShop, Metorik, and many more.

You’ll also have access to the following features in the shared mailbox: Collision Detection, Canned Responses, Custom Ticket Views, Merging Tickets, and much more.

What is Freddy AI?

Freddy Al is at the heart of all Freshdesk functionalities because it allows customers to get responses easily, communicate with additional facts, and be guided through the resolution process. Plus, you can use the chatbot creator to develop a bot that offers customized assistance to your customers.

Pricing

Freshdesk has five different pricing plans, so you should be able to find one that suits your needs.

5. Kayako

Kayako’s out-of-the-box solution will help you increase customer satisfaction. It’s a simple, multi-channel eCommerce helpdesk solution that gives you more versatility so you can give better service to your customers.

You get to use several email inboxes. Plus, with social media tools like Facebook and Twitter, you can easily respond to your customers and fix their problems.

Kayako allows you to divide work among several teams such as warehouse, customer care, and refund management.

Kayako can be integrated with WooCommerce, BigCommerce, Shopify, and other platforms through APIs or Zapier to automatically sync customer details. You may also record necessary customer information to keep it on hand.

Of course, you should also have an FAQ section, which would answer the majority of questions and reduce the workload.

Include analytics in the support center to understand what your customers look at and ask for. In addition, use the CSAT score and metrics to better understand customer loyalty and team success, as well as identify aspects that you can improve.

Pricing

Kayako has three different pricing plans to choose from, so ideally, one of them will spark your interest.

Conclusion

That concludes our roundup of five great customer service helpdesk software solutions for your eCommerce store! As demands shift and customer service practices evolve, helpdesks continue to grow year after year.

Customers are the lifeblood of an online store. Even if your product or service is excellent, your store can fall apart if you do not have excellent customer service. So, if you want your business to reach new heights, keep customers comfortable.

And remember, use helpdesk software to keep track of everything from the first contact to problem resolutions and customer engagement.

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If you’ve never heard of HubSpot before, it provides lots of tools for social media marketing, content management, web analytics, landing pages, customer support, and search optimization – all in one package.

For a lot of people, HubSpot is either too expensive or not offering enough for the price, and that’s why we’re here to show you the best 4 alternatives that you’ll probably like.

1. 366 Degrees

When talking about tools that will automate the way your website works, 366 Degrees is definitely the number 1 choice – and for a reason, too.

Using 366 Degrees, users can leverage CRM, marketing automation, and video platforms so they can connect with leads, prospects, and customers. With this, you are able to engage loyal followers as well as create customer journeys, and we all know how much all of that is needed.

Besides that, with 366 Degrees it is possible to create content for landing pages, social media promotion, and email campaigns, and on top of all that, you can integrate it with CRM.

Also, you can design workflows, as well as plan and map campaign processes with just a few clicks through the well-designed click-and-drag interface. And yes, you’ll be able to track who opened or skipped your email, which will easily let you know what to do next.

When talking about this tool, we have to mention that it partners with Microsoft, Salesforce, Nimble, Stripe, Century-Link, Twilio, and a bunch of other useful services that you possibly already use.

366 Degrees has the ability to help you build and manage lasting customer relationships with their integrated social media marketing solution, meaning that you will be able to monitor channels, create engaging posts, connect with leads from social media sites, and do much more.

So, the tool has got lots of features, right? Find your perfect strategy to scale your business with sales outreach tools, do easy e-mail marketing with CRM integration, create beautiful social media posts, and track your performance during all of that – it’s all there. But what about the price?

Considering all of these features, 366 Degrees is worth every penny.

With the “Single” plan which currently goes for $69 a month, you’ve got everything you need if you are just starting out with your website. You get a 60-day money-back guarantee, 25.000 emails, 5.000 contacts, and all of the features we just mentioned.

In case your website grows, there are the “Double” and “Multiple” plans that cost $138 and $207, both of them increase your emails and contacts capacity.

So, whether your website is small or big, you just can’t go wrong with 366 Degrees.

2. Sendinblue

In case you are just starting out and are on a tight budget, Sendinblue is a nice alternative.

Sendinblue started their story in 2012, and by now they already have 80.000 users and over 100 million emails being sent every day over their service. That must be a good sign.

When talking about their features, Sendinblue comes with CRM, email automation, transactional emails, SMS, landing pages, and Facebook ads.

The best thing out of all of this is the fact that this tool has a completely free plan which actually offers some really nice features.

Sendinblue puts a big focus on privacy as they are GDPR-Compliant, which is a good thing for European users.

With the free plan, you get unlimited contacts, built-in CRM, marketing automation, and web tracking.

Besides the free plan, there are also paid ones that start at only $25 a month, which is still pretty low considering the features they offer.

3. EngageBay

EngageBay is an integrated, cloud-based all-in-one marketing, sales & support CRM for growing businesses. With a set of powerful features such as 360 degree customer view, marketing automation, email marketing, landing pages, web forms, appointment scheduling, contact management, free CRM, CRM database, free live chat software, SLAs, ticketing, views and macros, all priced at very affordable rates, EngageBay is one of the most competitive HubSpot alternative.

It is well known exactly how expensive HubSpot can be for these businesses and how limited their options otherwise are. They either have to pay for several tools and apps to fill in the gaps or go without certain features they need. EngageBay addresses the gap.

EngageBay is feature-rich and affordable at the same time. It has almost everything you need from an integrated automation platform.

FEATURES

EngageBay has a slew of products in its suite. In the Sales Bay, you can find CRM, contact management software, and our appointment scheduling software. In the Marketing Bay, there’s SMS marketing, web forms, landing pages, email sequences, email marketing, and marketing automation.

INTEGRATIONS

As of now, here’s a full list of the apps and tools EngageBay integrates with:

• Xero
• Mandrill
• Mailgun
• SendGrid
• Zapier, and more

PROS:

• Designed for small businesses and startups specifically as an alternative to HubSpot
• The CRM is free to subscribers so they don’t spend more money on a necessity
• There’s also a Free plan for those on a budget, but the other plans are inexpensive

CONS:

• Could use more integrations, but EngageBay is adding more all the time
• The iOS app is yet to be launched

Who is this for: those who are looking for a powerful yet affordable tool to reach customers via different channels (emails, SMS, push notifications, etc). Also, in case you are looking for a free tool, they offer a decent deal for $0 a month.

4. Drip

If you are running an eCommerce website and don’t really need all the additional features that were mentioned before, be sure to check out Drip.

With their main focus being eCommerce websites, Drip started out back in 2013 and have quickly gained lots of attention throughout the world. Right now, they are working with over 6.000 eCommerce brands.

Drip’s main feature is “Advanced automation”. Using this feature, you can work with their well designed and easy to use automation workflow editor, which will make creating automation really fun for everyone.

With their editor, you can easily set up useful features like abandoned cart emails, or even take things a step further and trigger an automated action whenever customers leave the checkout process without completing it.

Another thing that Drip made easy to use and accessible is its tagging system. With Drip’s tagging system you’ll get help when categorizing your contacts by specific characteristics such as source, whether they are your customer or not, or if they have visited a specific page on your website.

On top of all of this, Drip also has its own eCommerce CRM which is mainly used for assigning a lead score to each contact. With this CRM tool, you’ll have a better view of how engaged a user is while browsing through your eCommerce website.

When talking about price, Drip’s basic plan will cost you $19, but you’ll also get a 14-day demo to test everything out. Besides the basic plan which only includes 500 people, there are ones with fewer limitations that cost up to $1.600.

Conclusion

All in all, there are lots of good alternatives to HubSpot, each offering something different and targeting different users. But we think that in most cases, 366 Degrees will be the best one since it gives the most features for a pretty decent price.

But once again, it’s all up to you and your requirements.

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