Are you an ecommerce enterprise with an uncontrolled inbox? If that’s the case, you’re not alone!
Most retailers — and most companies on the whole — begin out offering assist by a free software. For a lot of companies, that could be a free Gmail account. For others — retail retailers particularly — it’s typically a social media app like Fb Messenger or Instagram. These are nice choices for a younger enterprise, however as you develop, issues can begin to get a bit messy.
Messages get misplaced, prospects are annoyed by delayed responses, and you might be immediately buried beneath 47 notifications for folk who wish to know if their orders are going to reach by Christmas. Yikes!
In case your store’s assist setup is beginning to get unwieldy, it is perhaps time to improve to a customer support app or assist desk. A assist desk brings your whole communications — e-mail, social, chat, telephone, and so forth. — right into a central location whereas offering collaboration, group, and automation instruments that will help you get again to prospects extra shortly.
One other nice advantage of assist desks is that they will normally combine with different instruments in your tech stack like your e-mail advertising and marketing software program or an ecommerce platform like Shopify. This may make sure you at all times have the entire data you’ll want to assist your prospects with out having to flip forwards and backwards between completely different tabs.
8 Shopify customer support apps to think about in 2025
If in case you have a Shopify retailer, then choosing a Shopify-friendly assist desk is a should. We’ve put collectively a listing of eight Shopify customer support apps that will help you provide your prospects an excellent service expertise.
Customer support app | Greatest for: |
---|---|
Assist Scout | Proactive messaging |
DelightChat | Use with Meta apps |
Tidio | Chatbots |
HelpCenter | FAQs |
Zendesk | Group administration |
Product schooling | |
Re:amaze | Actual-time gross sales and assist |
Shopify Inbox | Solopreneurs |
1. Assist Scout — Greatest for proactive messaging
Assist Scout is a communications platform that lets you handle your whole buyer conversations throughout well-liked channels — e-mail, reside chat, and social — in a single place. Listed here are among the methods we can assist you and your enterprise present higher buyer assist.
Inbox
Upon getting your whole conversations set as much as circulate into Assist Scout, you’ll see them in your Inbox. From there, your crew can can handle them utilizing a number of options that make it straightforward to trace, resolve, and collaborate on something that comes your method:
Dialog assignments: Assign incoming buyer messages to assist reps or particular groups to offer accountability and transparency.
Saved replies: Standardize solutions to widespread buyer questions by creating templated responses that may be added to any reply.
Inside notes: Present context or drop necessary data right into a dialog with notes which are solely seen to your crew.
Snooze: Generally you want extra data to reply to a buyer. When that occurs, quickly snooze the dialog and revisit it later.
Ship later: Atone for buyer messages whereas sustaining your boundaries by scheduling replies to exit throughout enterprise hours.
Tags and customized fields: Preserve monitor of various kinds of conversations (e.g., billing, stock, returns, and so forth.) by organizing them with tags and customized fields.
Views: Deal with particular emails utilizing inbox views. Phase conversations based mostly on standards like channel, assignee, date created, or tags.
Workflows: Improve productiveness by automating easy duties like routing emails to a selected division, sending auto-replies, or including tags.
Questioning how your store may use among the options above? Get some inspiration from the Assist Scout crew:
Shopify (and the remainder of your ecommerce tech stack) at your fingertips
One actually irritating factor about having a number of completely different instruments in your tech stack is having to modify forwards and backwards between apps. That is very true for ecommerce groups that want entry to order and stock data to resolve most points.
Assist Scout’s Shopify integration offers you all the things you’ll want to assist your store’s prospects proper within the dialog sidebar. The mixing shows particulars like the patron’s order particulars, success standing, and monitoring quantity. You may course of refunds and cancellations, duplicate and edit orders, and overview order historical past. Our app can be Shopify Plus Licensed, so you realize that Assist Scout meets Shopify’s excessive requirements for efficiency, reliability, and safety.
Past Shopify, you may also combine many different well-liked functions with Assist Scout. In conditions the place you don’t see what you need, you’ll be able to at all times use our APIs to construct your personal integration.
Docs
One other necessary buyer assist want for an ecommerce enterprise is a assist heart. Having simply accessible solutions to questions on matters like returns, exchanges, and refunds permits prospects to self-serve, decreasing the quantity of e-mail or chats in your queue.
Assist Scout’s data base software is known as Docs, and with it you’ll be able to simply arrange a assist heart the place you’ll be able to publish firm insurance policies, FAQs, and the rest that you just suppose is necessary in your prospects to know.
As soon as your content material is reside, your assist crew can add hyperlinks to useful articles into any dialog with a few clicks. Clients may also entry articles from inside your personal web site or app expertise — extra on that in a minute.
Proactive messaging and microsurveys
Whereas many assist desk options deal with easy methods to resolve buyer points as soon as the issue has already occurred, one of the best buyer expertise really comes from being proactive.
Beacon is our internet widget, and it may be personalized and put in on any webpage (together with your Shopify website) or inside your app expertise. The software can do quite a lot of belongings you would anticipate it to have the ability to do — present entry to the data in your Docs website, provide a simple method for patrons to ship an e-mail to your assist crew, and permit people to achieve out through reside chat.
However Beacon can do different useful issues, too.
With Messages, you’ll be able to proactively have interaction along with your prospects. Do issues like:
Floor a Docs article with useful data in the course of the buy course of.
Announce gross sales or particular occasions utilizing a banner or modal message.
Ask for suggestions and even ship an NPS survey to learn how prospects really feel about your model.
Clients desire to purchase from manufacturers that they will relate to, who share their values, and who they consider are listening to their wants. Proactive messaging and microsurveys can assist you ship personalised experiences, enhance your store’s merchandise and repair, and assist shut the suggestions loop to be able to higher perceive the wants of your prospects.
AI
AI is sort of the buzzword lately. Whereas we don’t take an AI-first method to customer support, we do suppose that AI options can assist present your human crew a serving to hand:
Use AI summarize to assist get shortly caught up on lengthy e-mail threads.
Use AI help to excellent your copy earlier than publishing or hitting ship. The function can assist you examine your spelling and grammar, increase your textual content’s size or tone, or translate your replies into different languages.
Use AI drafts to draft buyer replies with a click on of a button. AI drafts produce responses based mostly on previous conversations and the data in your Docs website. Create a draft, shortly overview, and hit ship.
Use AI solutions (coming quickly) as a wise search function, permitting your prospects to ask questions in pure language and obtain a selected response based mostly in your assist docs.
Reporting
One of the crucial necessary issues in any enterprise is with the ability to monitor your efforts. Assist Scout’s reporting dashboards allow you to just do that.
Monitor dialog and channel quantity, time to decision, trending points, data base stats, agent efficiency, and different invaluable assist metrics. You may also create your personal dashboards, filtering information based mostly in your account’s tags and customized fields, and you’ll maintain monitor of buyer suggestions by the happiness and messages studies.
Who ought to use Assist Scout?
Given our useful Shopify integration and the good communication and collaboration options above, you is perhaps questioning why we’re selecting to name out our messaging capabilities as the explanation to go together with Assist Scout over the opposite choices on the listing.
Whereas among the different software program decisions have proactive messaging capabilities, they normally include a hefty price ticket. Messages are included in all Shopify eligible Assist Scout plans at no extra price.
For us, it’s at all times going to return all the way down to serving to you present your prospects with one of the best expertise potential. Beacon and Messages offer you much more methods to try this at an inexpensive value, which makes it an excellent alternative for outlets which are able to make the leap from reactive assist to cultivating higher buyer relationships.
Worth: Free trial obtainable. Plans that embrace the Shopify integration begin at $50 per thirty days.
2. DelightChat — Greatest to be used with Meta apps
As you may anticipate, DelightChat is assist software program that makes a speciality of chat. Past that, you’ll be able to handle e-mail and social channels from its workspace and create a data base for FAQs. You may also create templated quick replies, arrange auto-responders, and design automations to maintain busy work.
The Shopify integration with DelightChat is stable, permitting brokers to view buyer and order particulars, edit, view, duplicate, or cancel orders, and share monitoring data with out switching tabs from the client dialog.
Probably the most notable factor concerning the platform is that its Meta app (Fb, Instagram, and WhatsApp) assist is admittedly sturdy. It’s pretty widespread for assist desks to assist social channels, but it surely’s normally only for personal messaging. With DelightChat, you’ll be able to reply to Fb Messenger and Instagram DMs in addition to reply and reasonable put up feedback.
If your organization is energetic on WhatsApp, you’ll be able to handle assist requests by the channel — each with reside brokers or chatbots. There are additionally a number of WhatsApp advertising and marketing options. You may ship deserted cart reminders and order-related notifications, broadcast messages to your contact lists, handle opt-outs, and acquire product opinions.
Who ought to use DelightChat?
A typical saying is that you need to meet prospects the place they’re, and on the whole, it’s fairly good recommendation! Ecommerce assist occurs throughout all channels, however particularly on social and messaging platforms. If that is true in your prospects, you’ll want to choose a assist app that may meet that want, and we expect DelightChat is an effective choice.
Worth: Free trial obtainable. Plans begin at $49 per thirty days, plus WhatsApp prices.
3. Tidio — Greatest for chatbots
Tidio is a chat platform that gives instruments for reside chat assist, AI-powered chatbots, ticket administration, and rule based mostly automation. Up till not too long ago, most of its merchandise had been packaged individually, however now you get the good thing about all Tidio merchandise throughout all subscriber plans.
Messages from all channels could be managed from a shared inbox that has customary options like canned responses, ticket administration, and reporting. Brokers have entry to some AI performance like an AI assistant to offer ticket summaries or paraphrase human-composed textual content. There are additionally reside support-specific instruments which are helpful, like with the ability to see what your buyer is typing in chat earlier than hitting ship and video calling.
The large draw for Tidio is their AI-powered chatbots, which could be educated on FAQs, web site information, and extra. Ecommerce companies that subject tons of buyer questions on product particulars, return insurance policies, and exchanges can profit quite a bit by automating these duties to a chatbot.
If leaving all the things to a non-sentient being isn’t your factor, you need to use Tidio’s Flows product to construct automations and buyer experiences for issues like providing reductions through a simple drag and drop interface. Unsure what to construct? On increased tier plans, the Tidio crew will construct Flows for you.
All Tidio merchandise could be made extra highly effective with a Shopify integration. You may see necessary buyer and order particulars and carry out order actions from inside a dialog. You may also use Shopify information to advocate merchandise, recuperate deserted carts, present order data, and construct different personalized experiences all through the client journey.
Who ought to use Tidio?
AI hype is actual, however past that hype is an precise enterprise want. Taking among the strain off of your assist crew utilizing AI and automations could be actually useful, particularly throughout busy seasons like the vacations.
Tidio’s mixture of reside chat options and AI performance makes the platform excellent for groups that worth human assist but in addition have a excessive quantity of widespread questions hitting their inbox that might simply be answered with the assistance of AI.
Worth: Free trial obtainable. Plans that embrace an integration with Shopify begin at $59 per thirty days.
4. HelpCenter — Greatest for FAQs
HelpCenter is an app that’s made particularly for Shopify retailers, and it combines three instruments right into a single software. Like most instruments on the listing, the platform provides a primary assist desk resolution for managing buyer communications throughout e-mail, reside chat, chatbots, and Fb Messenger.
Whereas there’s nothing that basically jumps out as noteworthy assist desk-wise, the platform does provide a vast variety of brokers on all of its paid plans, which is perhaps useful for small companies the place a number of folks might be pitching in to deal with customer support.
The second software that HelpCenter has is an FAQ builder, which can permit you to construct an FAQ web page that may be built-in instantly into your Shopify website. Relating to populating your assist heart with content material, you need to use templates to create articles, add your assist docs, or use HelpCenter’s ChatGPT integration to have your articles written by AI. Clients can entry your FAQs in your website or by the identical internet widget that’s used for chat.
The final software within the app is a function known as Tabs, which helps you to add organized data to your Shopify retailer product pages. For example, one tab can be utilized for a product description, one other for delivery data, and one other for opinions. HelpCenter has a number of Tab templates and could be personalized to match your store’s aesthetic.
One factor to pay attention to with HelpCenter is that its personal assist documentation isn’t tremendous informative, and the data on its advertising and marketing website is form of imprecise. The pricing can be a combined bag. There’s a free plan, which is nice for folk simply beginning out. Nevertheless, it solely consists of 10 assist desk tickets per thirty days and 5 FAQs. There are additionally ticket limits on the paid plans, although FAQs are limitless.
Who ought to use HelpCenter?
In case you’re a small store that wishes to primarily deal with self-service, HelpCenter may make quite a lot of sense for you. It’s extraordinarily inexpensive, constructed only for Shopify, and is very rated within the Shopify app retailer. Nevertheless, their product documentation is a bit sparse, so you might wish to give the free plan a spin earlier than absolutely committing, simply to verify it’s a very good match.
Worth: Free plan obtainable. Paid plans begin at $4.99 per thirty days.
5. Zendesk — Greatest for group administration
Zendesk is the market chief in customer support platforms. It helps each channel you may want — e-mail, chat, social, voice, and textual content messaging — all from a centralized agent workspace that virtually each assist professional is acquainted with. Its options are strong and embrace highly effective performance corresponding to digital AI brokers that may resolve buyer points all on their very own.
Past the out-of-the-box options, Zendesk is very customizable. There’s a market of greater than a thousand apps that may enable you simply join your enterprise’s total tech stack to the platform. As well as, Suite Skilled and Suite Enterprise plan customers can construct their very own customized apps if they will’t discover what they want within the market.
The Zendesk Shopify app is a part of {the marketplace}, and very like the integrations seen with different instruments, it permits store homeowners to simply add chat to their Shopify retailer in addition to handle orders from inside Zendesk’s ticket window.
One Zendesk function you received’t discover within the different instruments on this listing is the power to create group boards. When you in all probability consider boards as extra of a SaaS factor (take a look at Zendesk’s discussion board for example) making a group in your prospects may very well be an attention-grabbing transfer, particularly in the event you’re promoting tech merchandise.
Ecommerce corporations sometimes depend on social media for group constructing, however troubleshooting — a job that’s fairly widespread when promoting electronics — inside Fb or Instagram feedback can get messy. A group discussion board could be a good spot to determine model advocates and for patrons to crowdsource ideas, self-service, and join with different customers.
Zendesk’s discussion board function has moderation capabilities to make sure conversations keep productive and spam free, and it additionally makes it straightforward in your group moderators to transition conversations to a assist ticket if one-on-one assist is required out of your assist crew.
Who ought to use Zendesk?
Zendesk is a improbable alternative in the event you’re a bigger ecommerce operation that has actually particular wants that an out-of-the-box resolution simply can’t meet. With the assistance of a Zendesk accomplice (or an in-house crew) you’ll be able to craft precisely the proper buyer (and agent) expertise throughout any channel which may make an enormous distinction in your means to maintain your retailer’s customer support operation working easily and effectively.
As well as, it’s additionally an excellent alternative for companies trying to department into group as each a assist and advertising and marketing tactic. Simply make sure that you have got at the very least one individual in your crew with the bandwidth to be an inside moderator, as an unattended group could also be extra of a legal responsibility than an asset.
Worth: Free trial obtainable. Plans that embrace group boards begin at $115/agent per thirty days.
6. Gorgias — Greatest for product schooling
Gorgias is a assist desk that’s particularly geared towards ecommerce corporations. It has the entire options you’ll want to deal with buyer communications like a shared inbox, omnichannel assist, collaboration and organizational instruments, workflow automations, a data base builder, and reporting capabilities.
Gorgias has a deep integration with Shopify, permitting you to view order historical past and buyer information proper from the client’s ticket. You may also handle (create, edit, duplicate, cancel) orders, create reductions, and share product suggestions with out ever having to modify tabs.
Whereas the performance above could be discovered throughout the entire instruments on our listing, Gorgias goes additional by permitting you to robotically add order information — delivery addresses, order numbers, and so forth. — into macros and auto-responders, offering personalised assist and saving brokers the time wanted to customise every message.
Gorgias Automate consists of instruments that may enable you maintain widespread questions out of your queue. Automate’s AI agent can take data out of your Gorgias account (like assist heart articles, retailer insurance policies, and data from linked apps) and use it to shortly (and autonomously) reply to incoming emails.
For these wanting a bit extra management, Automate additionally features a software known as Flows, which can be utilized to design rule-based self-service experiences. Use Flows for issues like order or monitoring updates, returns, and different routine duties.
Convert is Gorgias’ messaging software. Use it to supply reductions and product suggestions and to retarget buyers based mostly on previous purchases inside your store. Whereas it will possibly technically be used with different ecommerce platforms like Magento and BigCommerce, it’s primarily designed for use with Shopify, as soon as once more tapping into Gorgias’ strong Shopify integration.
One very last thing to notice about Gorgias is its extraordinarily useful buyer assets. Whereas entry to the Gorgias customer support crew is proscribed by plan degree, they’ve quite a lot of instructional content material together with a assist heart, webinars, a group discussion board, and Gorgias Academy — a set of self-guided programs and certifications — that will help you get probably the most out of the platform.
Who ought to use Gorgias?
Gorgias needs to be on each Shopify enterprise’s shortlist. Its function set, channel protection, and high notch Shopify integration make it an apparent contender for many ecommerce companies.
Its complete buyer success choices additionally make it accessible to rising companies who may have a bit of further steerage to have the ability to take full benefit of all the things Gorgias has to supply.
Worth: Free trial obtainable. Plans are contact based mostly and begin at $10 per thirty days. Plans with Gorgias Automate begin at $40 per thirty days. Gorgias Convert is on the market individually from the assistance desk, with pricing beginning at $30 per thirty days.
7. Re:amaze — Greatest for real-time gross sales and assist
Re:amaze is one other well-liked assist platform that has a Shopify integration that will help you handle orders and buyer information inside the agent workspace. Along with primary actions, you may also draft an order for a buyer.
Whenever you draft an order, you’ll be able to add merchandise to the draft, apply reductions, after which e-mail an bill, permitting the client to securely submit fee. This may be helpful when somebody asks in-ticket for product suggestions or to obtain a reduction.
Re:amaze has quite a lot of instruments that can be utilized to have interaction and assist prospects in actual time. Together with channels like e-mail and social, the platform helps reside chat in addition to reside video chat. Whereas the thought of video chat could appear unusual for a web-based retailer, there may very well be attention-grabbing use circumstances for it, like offering private buying experiences to VIP prospects.
The platform additionally provides reside views of what your web site or store guests are doing and the place they’re positioned, permitting you to ship a focused message to them in actual time. On an identical notice, Re:amaze provides a function known as Peek, which permits your crew to take a fast have a look at what people in your website are seeing. This may be useful for gross sales functions in addition to for assist because it permits your crew to leap instantly into resolving the client’s situation.
Along with what’s talked about above, Re:amaze has all the things you’ll want to expertly assist your prospects together with a shared inbox, assist heart, chatbots, AI and automation options, and reporting instruments.
Who ought to use Re:amaze?
Whereas not particularly designed for ecommerce prospects, Re:amaze has your whole customary assist desk options, a stable Shopify integration, and a few attention-grabbing reside gross sales and assist instruments.
The platform can be nicely preferred (for probably the most half) by companies utilizing the Shopify integration. Evaluations on the app retailer even have quite a lot of optimistic feedback about one of many firm’s account managers, exhibiting you can anticipate an excellent onboarding expertise.
In case you’re a rising ecommerce firm trying to deal with reside gross sales and assist, then you need to give Re:amaze a glance.
Worth: Free trial obtainable. Plans that embrace video chat and Peek (reside display sharing) begin at $69/crew member per thirty days.
8. Shopify Inbox — Greatest for solopreneurs
Shopify Inbox is the ecommerce platform’s built-in assist software. It’s obtainable throughout all plan tiers and is a wonderful beginning place for smaller retailers or companies which are a crew of 1.
Inbox enables you to add a chat widget to your retailer entrance, making assist extra accessible in your prospects. Individuals can attain out through reside chat, or, in the event you or your crew are unavailable, they will ship an e-mail by the identical widget.
You may handle each chat and e-mail from a shared inbox that has options like chat assignments, fast replies for quick solutions, dialog tagging, and the power to seamlessly add issues like low cost codes or product suggestions to your responses.
You even have the power to arrange prompt solutions which could be displayed on the widget, offering fast entry to a few of your store’s most typical questions. Your account comes with an order monitoring prompt motion, however you will get concepts for others by Shopify Magic, the corporate’s AI software suite.
Shopify Magic can recommend prompt solutions based mostly in your retailer’s insurance policies and dialog historical past. Merely overview and convert the suggestion to make it obtainable to prospects. As well as, Shopify Magic may also use AI to generate responses to reside chat conversations too.
Who ought to use Shopify Inbox?
In case you’re already a Shopify buyer and are simply in search of a technique to get buyer communications organized and out of your private Gmail or social media account whereas additionally having the choice for real-time service through chat, then going with Shopify Inbox is the plain alternative. It has the entire fundamentals (in addition to some superior options like AI), and the worth is true.
Begin off easy, and when your wants develop, come revisit our listing!
Worth: Free for Shopify prospects throughout all plans. Some options corresponding to Urged Replies (powered by Shopify Magic) are solely obtainable to buy homeowners with an Superior ($299 per thirty days) or Plus ($2,300 per thirty days) plan.
Higher conversations begin with Assist Scout
The actual fact is that any of the instruments on our listing can assist you wrangle an out-of-control inbox or present real-time chat assist to prospects, however not the entire instruments (or manufacturers) function with a customer-first method.
In case you’re in search of an choice that may assist your prospects throughout their favourite channels, provide them proactive assist experiences, and be there in your crew each step of the best way, join a free trial of Assist Scout in the present day.