When you’re busy running your Shopify ecommerce store, it’s important to provide outstanding customer service to the customers who are shopping on your site. Ecommerce stores must not only deliver great products in a fast and efficient manner, they also need to deliver outstanding customer service both before and after the sale.
Customers are much more likely to buy from brands who offer exceptional customer service and they also feel more loyal. If your ecommerce business isn’t already investing in customer service, then now is the time to start.
It’s important that any apps you purchase for customer service integrate with your existing technology stack – which means, Shopify. It’s better for your workflows if you don’t have to keep switching windows and all the information you need is available at your fingertips. When information is easily accessible, you don’t keep customers waiting as you are able to reply to their messages much more quickly.
Customers expect you to know who they are and what they have purchased right away.
The advantage of Shopify is that it integrates with a whole suite of third-party apps that you can use to extend the functionality of your ecommerce store. You can provide a better agent experience as your apps are linked seamlessly together. When agents answer customer queries, they have access to the whole context and can give better responses to customers.
9 Shopify customer service apps
Here’s our list of the best Shopify customer support apps you can start using right now.
The first Shopify customer support app on our list is Richpanel. Richpanel is a customer support tool that brings all your customer communication channels into one place alongside order information for complete customer context. You can see and edit orders without ever leaving the Richpanel help desk.
You can save time spent on customer support by designing a help center and automating order tracking, returns and exchanges. The self-service widget allows your ecommerce business to provide round-the-clock customer support, even when your agents aren’t available.
Obtain a powerful and contextual Unified Customer profile and see order details, refund requests, cancellations, and order duplications against every customer. Stay on top of the most crucial metrics such as customer lifetime value, order frequency, and customer satisfaction. Richpanel’s in-depth support analytics allows you to track your team’s performance, including response time, revenue from customer service, and more.
Richpanel starts at $600 per month for their regular plan.
Gorgias is a very popular customer support app for Shopify. The advantage of using Gorgias is you can centralize all of your customer support channels into one feed, including phone, social, emails, live chat and SMS. You can get the full picture of the customer with information from Shopify displayed alongside the support ticket, including details such as order details for a customer, and refund, cancel, duplicate orders without leaving the help desk app.
Gorgias’s live chat functionality means you can engage customers right where they are ready to buy. You can increase conversions by offering helpful customer service directly on your website. You can even view which pages they’re on and their purchase history, giving you a deeper customer context that enables you to provide a much more tailored support experience.
Take advantage of Gorgias’s templates, automation, rules, and macros to reduce support wait times. Your support team will be more efficient and your customers will notice a rise in the standard of service. Gorgias is customer service software best suited for large customer support teams.
Gorgias starts at $60 per month.
3. Shopify Inbox
Shopify has its own chat app called Shopify Inbox that you can install on your Shopify store to talk to customers in real-time. This is a free app that you can use to connect with your customers who are browsing your shop.
You can make more sales by sharing products, discount codes, and get helpful insights so you can pay more attention to chats that convert.
You can chat with customers and make sales through online store chat, Instagram, and Facebook–directly from Shopify Inbox. You can tailor your online store chat, saved responses, and more all from your admin panel. You can close sales faster, develop robust customer relationships, and devote less energy to support.
With this app, you’ll know when customers add or remove items from their shopping cart. While it’s not your typical customer support software, you can use this information to help with customers making a purchase decision.
Shopify Inbox is free.
The advantage of WhatsApp Help Desk and Marketing is you can offer your customers genuine omnichannel support. You can handle all your customer messages from a single dashboard, including WhatsApp, email, Instagram DM, Facebook Messenger and live chat – using DelightChat.
You can easily view your Shopify order data beside the customer ticket so you always have their context when chatting to them. This includes order tracking details and the ability to refund or duplicate the order.
Fast Reply allows you to create templates to respond to repetitive queries and save time. Customers can track their orders without creating a support ticket, meaning you have fewer tickets to respond to. They can see all the details of their order by simply clicking on a link.
DelightChat’s app has mobile apps for Android and iOS so you can handle your customer support while on the move. Eliminate hours of manual tasks by using smart automation. Auto-assign new tickets to team members, automatically add tags, setup auto-responders for new tickets and customer messages outside business hours.
WhatsApp Help Desk and Marketing costs $29 a month for their startup plan.
Re:amaze is a live chat and customer support app for Shopify. You can handle incoming queries from email, live chat, Facebook, Instagram, Twitter, SMS, and VOIP for all your stores in one place. You can build automated website messages, deliver push notifications, and make chatbots to support, interact with, and sell to customers on your Shopify store.
Re:amaze integrates with Shopify and gives you access to customers’ Shopify data straight away. You can process, draft orders, returns, refunds, cancellations in chat. Automate replies with Shopify macros.
You can view customer’s cart items, follow their browsing activity, and see customers’ screens all with Re:amaze Live. Send product recommendations to customers in chat and use Shopify macros to send dynamic reply templates, create automated workflows, and use live chat and bots to automatically engage customers.
Re:amaze costs $29 a month for their basic plan.
6. Tidio Chat
Tidio is a live chat and chatbot app that integrates with Shopify. Tidio lets you view each of your live chat, email, and Messenger messages in a single dashboard. You can make productivity gains with their free mobile app too. Tidio offers intelligent bots which react to your customers’ behavior, allowing you to reclaim abandoned carts and increase sales.
Tidio’s live chat enables you to answer questions and resolve issues directly on your website, retaining more customers and generating more sales by making the most of every conversation.
Automated chatbots help you support more customers more easily, by answering queries such as order status, shipping and return policies. You can engage more customers while your team is busy and earn more sales.
You can automatically recommend products and offer personalized discounts to turn browsers into customers. Tidio offers real-time customer monitoring with Visitors List so you can proactively send personalized messages at the right moment, meaning that it is increasingly likely that you will make a sale.
Tidio costs $19 per month for their Communicator plan.
HelpCenter is a help desk for Shopify that includes an FAQ builder, live chat and chatbot functionality. You can build an appealing FAQ page from nothing using HelpCenter, providing your customers with a simple, easy to navigate tool to locate their answers without delay. Access all customer tickets from HelpCenter, including email, live chat, chatbot and FB Messenger in a single platform and avoid switching tabs all the time.
You can use the intuitive drag-and-drop editor to create a professional-looking FAQs page in just a few seconds. HelpCenter offers a fully customizable chatbot that accelerates customer resolutions with automatic responses, offline tickets and more. HelpDesk automations help you solve repetitive requests from customers through rule conditions. You can automatically assign a ticket to a certain help desk team member and mark a ticket as “high priority”.
Inside the HelpDesk ticketing system, you can access customer purchase and inquiry history. Take advantage of an integration with Shopify “Orders” and easily access them from HelpDesk for canceling, duplicating or refunding.
HelpCenter starts at $3.99 a month for their FAQ plan.
JivoChat is a live chat app that you can integrate with Shopify in order to engage with all your customers so you can get more sales and leads. You can benefit from live chat, email, Facebook, callback, telephony, and have all your communication channels with customers in a single app.
JivoChat begins a conversation with every visitor to your website by displaying a chat widget with a question related to your business with prechat buttons. You can tell customers about your current discounts or offer some help. Customers are never left neglected with JivoChat.
Typing insight shows you the messages your customers are typing even before they press “send”. Visitor Monitoring & Smart Triggers enables you to track your visitors in real time and proactively start live chats with them so you can meet them where they are. You can transfer and invite colleagues to take part in open chats with customers, enhancing collaboration.
JivoChat costs $29 a month for their Pro plan.
Zendesk is a well-known customer support help desk that offers an integration with Shopify. Zendesk allows you to conduct customer conversations across messaging, phone, chat, email, social media, and any other channel you can think of, bringing them all together in a single place.
Make use of the Zendesk for Shopify integration and resolve customer support tickets more quickly with access to relevant customer data, such as billing, shipping, and order information from Shopify displayed in Zendesk. Process refunds and cancellations, directly from the Zendesk Support sidebar app.
In just a few clicks, you can embed live chat to any Shopify-run site so your customers can get in touch with your support team as quickly as possible. Customize critical order data you want to be shown in Zendesk for your support reps.
The Shopify app for Zendesk Support and Chat equips your agents with all the knowledge they require when responding to customer inquiries without having to switch to another window. Rather than wasting time moving between platforms, agents can pay attention to developing customer relationships and resolving tickets more quickly. Everything you need lives in one location, so that interactions between you and your customers are fast, contextualized, and personalized.
Zendesk is free to install but other charges may apply.
Keeping not only integrates with Gmail to provide a fully functional help desk right within your email service provider, but also integrates with Shopify to give you a 360 degree view of the customer, right within Keeping.
Keeping’s Shopify integration is a demonstration of Keeping’s continuing development. When you’re looking at a customer support ticket, the customer’s Shopify order history and customer info is displayed on the screen, meaning that you don’t have to keep Shopify open in a separate window all the time. Furthermore, if you need to change anything in their actual order or customer profile, each is linked in this section.
When you connect Keeping to your Gmail account and Shopify, Keeping will display your customer’s name, lifetime value, and 5 most recent orders next to your customer’s support request. You always have customer context and can easily handle incoming inquiries.
Customer service is not only a necessary evil but has the potential to become a profit-driver for your business. Retaining and nurturing loyal customers increases customer lifetime value as they tend to buy more from your business and more frequently. It’s critical to integrate Shopify with your customer support app if you want to increase sales and ensure you’re offering excellent support to each and every customer.
If you want to excel at customer service while at the same time integrating with Shopify, consider Keeping as a help desk that connects you to your customer’s order history. You never have to leave Keeping to find out contextual information about the customer in Shopify. It’s easier and quicker to respond to customer tickets and you can get through a higher volume of customer enquiries.
The point is to figure out questions customers are likely to ask your support team at different stages of the buyer’s journey. Customers who are simply browsing your products will have different concerns to those who are waiting for their shipment to be delivered. The best customer service apps allow your team to deliver tailored responses to your customers.