Angeline Somers
Conquest Care and Support Agency Ltd,
Benefits from Our Robust eCommerce Help Desk
eCommerce has become more customer-centric rather than product-centric. Hence, it is crucial for businesses to keep their customers happy. Here’s how eCommerce Help desk software can help you achieve the same!
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Multiple Channels; One Place
Unify queries from different support channels into a single interface. Streamline customer information, get more context, as well as send replies without switching tabs!
Faster Query Resolution
Speed things up with well-organized ticket management. Prioritize tickets, auto-assign based on set rules, and use canned messages. All in all, improve resolution time and delight customers!
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eCommerce Integration (Shopify)
Get order and customer information from your online store inside DeskXpand. Integrate your eCommerce platform to give support reps the details they need to solve an issue!
In-Depth help deskAnalytics
Get insights into your support operations – agent workload, ticket lifecycle, customer satisfaction ratings, etc. Identify areas of improvement, and make better decisions.
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25% Lesser Queries
Empower your customers by creating a self-help knowledge base. It helps them solve simple queries without having to contact your support reps.
20% Lesser Manual Efforts
Automate the manual process of ticket creation. Group, sort, and filter incoming queries easily. It contributes towards faster response times, and boosts agent productivity.
Handle Queries on Various Support Channels
Omnichannel
Get a holistic view of interactions across multiple support channels from one unified interface of our eCommerce help desk software. Manage and reply to customer queries as well! There are two biggest benefits you gain from this. One, support teams get the complete context of a customer journey and, thus, can resolve queries faster. Second, such efficiency in the support process leads to improved agent productivity.
Social Media Integration
Shoppers today use social media to share feedback and ask questions. Hence, it is important that you engage actively on social media. Challenge? Support teams can not keep track of hundreds of queries and respond to them. DeskXpand’s social media integration enables you to convert messages from Facebook, WhatsApp, and Instagram into support tickets and send a response!
Live Chat
Prompt responses make all the difference in delighting your customers. Your support team can have instant conversations with your customers using live chat from the eCommerce ticketing system. Such on-the-spot responses ensure that your customers feel heard and help enhance customer satisfaction too! With DeskXpand’s eCommerce customer support software, set up a live chat that reflects your brand identity fully.
Deliver Proactive Customer Support
One Page Ticketing
To enable agents to be more efficient, you need a system that organizes all the incoming ticket queries. DeskXpand’s retail ticketing system helps with end-to-end ticket management. Be it ticket filtering or team collaboration, centralize everything with an eCommerce ticketing system. By streamlining incoming queries, support teams can resolve queries faster.
Parent-Child Ticketing
Sometimes, one query may require multiple agents to work together to solve it. Get the ability to split one support ticket into multiple sub-tickets. All the involved agents can work parallely on the ticket. This way, the retail ticketing software helps reduce resolution time and improve agent productivity.
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Get Started with Self-Help
Self-Service Portal
Your customers can use the ecommerce customer service software’s portal to find answers on their own by accessing knowledge base articles. It’s the perfect way to provide instant help. On the other hand, support reps do not have to reply to repetitive queries. They can focus on bigger, more complex queries.
Internal Knowledge Base
Using the eCommerce helpdesk, create knowledge base articles, and bifurcate them into different categories. Support reps can self-help to find any information about your products, company updates, etc. Such easy-to-access documentation helps them in providing quick answers to your customers.
Make Support Process More Efficient
Cohesive Dashboard
The dashboard gives a holistic view of all the crucial ecommerce help desk metrics. Get actionable insights into your support processes and agent performance. You can track ticket lifecycle, satisfaction survey ratings, agent workload, etc. Using the dashboard, agents can have an idea about what their day looks like. They can view the number of open, as well as solved tickets.
Functionalities That Boost Agent Productivity
Automation
Time is a critical factor that has a profound impact on customer experience. The longer the resolution, the more frustrated your customers get. DeskXpand’s automated ticket routing helps you streamline the routing process. Set rules for the help desk to follow. Based on those rules, each incoming query gets assigned to the right agent. Notifications alert them when a query gets assigned.
SLAs
When delivering customer support, you need to set strict service targets, so your agents know what timelines they have to meet. For this very purpose, DeskXPand’s eCommerce help desk offers SLA management functionality! Set SLA targets, for instance, when agents should send the initial response. Further, notifications will keep them alert when the due time approaches. SLAs give your support teams more clarity about how they should plan their tasks to meet the set expectations.
Business Hours
Do not keep your customers waiting when support teams are on break, holiday, or offline. Set office hours as well as a holiday list for support teams working in shifts and in different time zones with our eCommerce help desk software. The response & resolution times will be calculated based on the defined business hours. This way, clearly communicate your team’s availability to your customers!
eCommerce Help desk Software is Perfect for
We help companies with customer support operations. That’s it. The industry, the company size; doesn’t matter!
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Sales
It enables a smooth communication with customers. Combines all the customer queries in a single interface from email, chats, social media, etc.
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Support
Enables instant, advanced, and accurate customer support that amplify the number of happy customers.
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Marketing
Helps manage internal campaign tasks, cross rteam communication, ticket management for incoming queries.
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HR
It tracks, manages, and lets you respond to employee inquiries, issues, and questions from a helpdesk for seamless internal communication.
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Operations
Makes customer query management, project & task management, cross team communications easy with a help desk portal.
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IT
Enables fast query escalation by converting IT queries into tickets from any channels for improve IT support internally and externally.
Talk With Your Support Genie!
Start today to see how the right eCommerce Help desk Software makes all the difference. Connect with us, and we’d love to give you a demo tailored to your unique business needs!
#happyclient
I like the ease of using the DeskXpand and the social media integration. And the feedback feature that the dashboard could integrate into the website is excellent.
-Tristen
Xander LLC, 
Frequently Asked Questions
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What is e-commerce help desk software?
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Do I need an e-commerce helpdesk solution for my business?
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Can I integrate an e-commerce help desk software with my social media accounts?
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How to choose the right help desk software for your e-commerce business?
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What are the benefits of an e-commerce help desk software?
What is e-commerce help desk software?
An e-commerce help desk software, also known as e-commerce customer service software, allows e-commerce service teams to manage the queries of their customers from multiple channels, including email, social media, web portal, and messaging apps, from a single interface and offer seamless customer experiences. It also automates certain service processes and saves the agents’ time, enabling them to do more in less time.
Do I need an e-commerce helpdesk solution for my business?
Yes, when you have an eCommerce business, your customers will have questions related to your products, and they will want to reach out to find out the answers. When the influx of queries is high, your team can still work efficiently with e-commerce customer service software in place.
Here are some features to look forward to:
- Automation – To get rid of certain time-consuming manual tasks
- Self-service – To make your customers help themselves in case the service team is not around
- Omnichannel Support – To allow customers to reach out via their preferred channel
- Live Chat – To offer customers quick and real-time solutions
- Canned Responses – To help agents avoid typing the same reply over and over again
Can I integrate an e-commerce help desk software with my social media accounts?
Yes, most help desk software effectively integrates multiple social media accounts to convert comments, direct messages, etc., into tickets. These tickets get further added to the centralized inbox so that the customer service team can respond quickly. This integration feature of e-commerce help desk software allows the service team to stay on top of customer queries by offering 360-degree solutions over multiple social media platforms. Integration also helps the customer service teams to build smarter workflows and enhance their productivity.
How to choose the right help desk software for your e-commerce business?
There is a lot of help desk software out there, and selecting one among so many can be hard. So, before subscribing to any help desk software, keep the below things in mind.
- It must be simple and intuitive.
- Know your budget
- Check whether it integrates effectively with third-party apps/tools or not
- Make sure it suits your business requirements
- Check what features it offers
- Look out for a free trial
What are the benefits of an e-commerce help desk software?
An eCommerce help desk software is solely used to streamline the customer service process and improve the productivity of the service department by offering quick solutions and managing more queries. Therefore, they consist of a lot of features that can do wonders for the customer service department.
Here are some of the benefits of using eCommerce help desk software:
- Manage a large number of customer queries
- Cut short on the response time
- Offer quick resolutions to the customers
- Collects feedback from the customers
- Enhance the customer experience
- Improve agent’s productivity
- Take data-driven decisions for better results
