Providing excellent customer service isn’t something to be sniffed at, and if you own an eCommerce business, you already know that it can be the difference between a one-time buyer and a loyal customer. But how can you choose the best customer support software for your company when there are so many available?
In this article, we’ll dissect the best customer support software for eCommerce to streamline communication, enhance customer satisfaction, and boost productivity so you can be one step ahead of the game in 2025.
What Is Customer Support Software (for eCommerce)?
The role of customer support software is just like that of a customer support agent. Through email, chat, marketplaces, and other channels, customer support software assists companies in managing and responding to consumer questions, concerns, and feedback.
The best customer support software features do more than just provide ticket responses. They let you manage messages from sites like Shopify, eBay, and Amazon in one location, utilize AI to generate speedy responses, and even monitor the effect of support on sales.
What Should eCommerce Support Tools Include?
eCommerce is not always the focus of support platform development. Here are some things to watch out for when looking for the right customer support tools:
- Integrations with marketplaces (such as Amazon, Walmart, and eBay)
- AI automation to cut down on time spent on routine questions
- A single inbox for all of your correspondence with customers
- Pricing that can be scaled for expanding teams
- Analytics that link business results to customer service
The Best Customer Support Software for Online Retailers
eDesk
eDesk was designed with eCommerce teams in mind, and it shows. You can manage support tickets, customer reviews, and purchase information from a single dashboard thanks to its direct connections to your marketplaces and webstores.
eDesk is trusted by thousands of online retailers and manages over $25 billion in sales annually, combining all of your needs into a single, robust platform.
Top features:
- All of your channels (Amazon, Shopify, eBay, etc.) in a single inbox
- Intelligent AI recommendations for speedy responses
- Tools to monitor customer satisfaction and team performance
- Rules for automation that minimise manual labor
- Simple onboarding and setup
Downsides:
- Not suitable for other industries as it is just focused on eCommerce
Zendesk
Zendesk is a popular choice across industries due to its versatility and range of capabilities. It integrates with Shopify and Magento but is not designed primarily for eCommerce.
Top features:
- Effective AI bots and automations
- Works for chat, phone, email, and social media
- Custom workflows for complex support teams
Downsides:
- A higher price point, particularly for small enterprises
- Not focusing on marketplace selling
- Can be difficult to set up for the first time
Freshdesk is sleek, inexpensive, and simple to use, making it an excellent choice for small teams who require a general helpdesk. It connects to major eCommerce platforms but does not provide in-depth marketplace capabilities.
Top features:
- Smart Ticketing System
- Implemented omnichannel communication
- Fun gamification to inspire agents
Downsides:
- Limited advanced reporting capabilities
- Some useful features are only accessible for higher plans
- Limited marketplace integrations
HubSpot Service Hub
HubSpot’s CRM system allows you to easily integrate customer care with marketing and sales through its Service Hub. It’s great for bigger businesses that want to align their customer service with sales and marketing efforts.
Top features:
- Customizable ticketing and automation
- Feedback collection and NPS tools
- Deep CRM integration
Downsides:
- Can quickly become pricey
- A steeper learning curve for small teams
- Not designed with eCommerce selling in mind
Intercom
Intercom is ideal for brands that want to communicate with customers in real time and establish more personalized engagements. If your customer service is primarily chat-based, this could be the right fit for you.
Top features:
- Automated bots and live chat widgets
- In-app and website messaging
- Detailed customer profiles
Downsides:
- High pricing that may soon become expensive
- Not a fully featured helpdesk
- Does not scale well for large support teams and complex eCommerce operations
Salesforce Service Cloud
Salesforce is the industry leader in CRM, and its Service Cloud allows for extensive customization. However, most eCommerce businesses find all these features excessive.
Top features:
- AI-enabled service insights
- Full omnichannel coverage
- Integrates seamlessly with other Salesforce tools
Downsides:
- High cost and lengthy setup times
- Requires technical expertise
- Lacks eCommerce-specific focus
Help Scout
Help Scout provides a simple, straightforward experience for teams seeking a no-fuss support tool. It integrates with Shopify and supports basic automation.
Top features:
- Easy-to-use shared inbox
- Self-service knowledge bases
- Built-in live chat
Downsides:
- Not very scalable
- Limited automation and insights
- Less eCommerce depth than eDesk or Gorgias
Gorgias
Gorgias is a popular choice among Shopify sellers since it converts support tickets into sales opportunities. However, some of the features are too narrow for multichannel retailers.
Top features:
- Edit, cancel, and refund orders within your inbox
- Auto-replies to frequent questions
- Tracks revenue from support
Downsides:
- Strong Shopify focus limits flexibility
- As you expand, the price increases
- Not appropriate for Amazon and eBay sellers
Zoho Desk
Zoho Desk is inexpensive, feature-rich, and a reliable all-around helpdesk. It works with a few eCommerce platforms but does not specialize in retail.
Top features:
- Multichannel support and AI assistant (Zia)
- Custom dashboards
Downsides:
- Weak marketplace connections
- Retail insights are limited when compared to eDesk or Zendesk
LiveAgent
LiveAgent is a cost-effective option for organizations that want robust chat features. It doesn’t boast as many features as other customer support software, but its live chat features are particularly impressive.
Top Features:
- Live chat in multiple languages
- Gamified tools for agents
- More than 200 app integrations
Downsides:
- The interface feels out of date
- Not suited to online retail
- Lacks support for AI and the wider marketplace
How Can I Choose the Right Tool for my Business?
Before committing to a customer support software, you should ask yourself:
- Is it compatible with the marketplaces I sell on?
- Can it handle peak seasons without us slowing down?
- Will it reduce time for my staff while also improving the customer experience?
- Is it designed with eCommerce in mind?
FAQs
Which customer support software is better for eCommerce?
For most online retailers, particularly those who sell on numerous platforms, eDesk provides the ideal combination of automation, integrations, and retail-specific analytics.
Is there a free customer support tool for eCommerce?
Yes! Some solutions, such as Freshdesk and Zoho Desk, have free tiers. eDesk provides a free trial, allowing you to explore premium features without incurring any upfront costs.
Can customer support software actually help boost sales?
Absolutely. Faster, better support improves customer loyalty, reduces returns, and — with tools like eDesk and Gorgias — can directly lead to more conversions.
Can customer support software genuinely increase sales?
Absolutely. Faster, better assistance boosts customer loyalty, minimizes refunds, and can directly lead to increased sales.
Key Takeaways
| Platform | Best For | Marketplace Focus | AI Features | Price |
| eDesk | eCommerce teams | ✅ Full support | ✅ Yes | $$ |
| Zendesk | Large companies | ⚠️ Basic | ✅ Yes | $$$ |
| Gorgias | Shopify stores | ✅ Shopify only | ⚠️ Limited | $$ |
| Freshdesk | Small businesses | ⚠️ Limited | ✅ Basic | $ |
Your customers demand prompt, friendly service, and the right tools can make all the difference. While there are many wonderful solutions available, eDesk stands out for online shops looking to streamline assistance, increase satisfaction, and convert conversations into sales.
Give your support team the resources they need to succeed — your customers (and bottom line) will appreciate it. Try eDesk for free today.
