Great customer support is a magic ingredient for any business, big or small. For Shopify store owners, customer service apps can be your secret weapon! They help you deliver omnichannel support, meaning you can connect with customers across different channels (like email, chat, or social media) quickly and efficiently.
To help you find the perfect fit, we’ve narrowed it down to the top 5 Shopify customer support apps. With these apps, your customers can get the help they need fast, leaving them feeling happy and valued.
Ready to transform your customer service experience? Here are the winning apps guaranteed to take your Shopify support to the next level. Let’s spotlight these top-notch solutions and put you on the path to stellar customer relationships!
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Letβs explore the best 9 Shopify customer support apps below!
HelpCrunch
HelpCrunch positions itself as a streamlined customer service solution for Shopify stores. It focuses on managing inquiries across email, live chat (on higher tiers), and Twitter, strongly emphasizing automation and knowledge base creation to reduce support workload.
What HelpCrunch Offers
- Shared Team Inbox: Collaborate seamlessly with your support team by assigning tickets and tracking conversations in a centralized location.
- Automation Powerhouse: Streamline your workflow with macros for repetitive tasks and custom workflows triggered by customer actions.
- Customizable Knowledge Base: Empower customers to find answers independently using a knowledge base you build with articles and FAQs.
- Multi-Channel Support: Cater to customers on their preferred channels, including email, live chat (higher tier plans), and Twitter.
- Shopify Integration: Access customer order details directly within the HelpCrunch platform.
Cons
- Live Chat Limitations: Live chat functionality is only available on higher-tier plans, restricting real-time support options for some users.
- Email Focus: HelpCrunch leans heavily on email support, which might not be ideal for businesses requiring a strong live chat presence.
- Basic Knowledge Base: HelpCrunch’s knowledge base features might be less comprehensive than those of dedicated help center platforms.
- Automation Setup: Setting up automation features with macros and custom workflows requires effort and technical knowledge.
- Limited Functionality: While offering multi-channel support, HelpCrunch lacks advanced features like call center integration for phone support.
Overall, HelpCrunch is a solid choice for Shopify stores seeking to manage customer interactions primarily through email and knowledge base resources. Its focus on automation and shared workspaces can improve team collaboration and streamline support workflows.
However, exploring other customer service platforms might be necessary if you prioritize live chat functionality or require a more robust knowledge base.
Zendesk
Zendesk is a customer service heavyweight trusted by over 160,000 businesses globally. It integrates seamlessly with Shopify, bringing a robust set of support features into your Shopify admin panel. What does Zendesk Offer Shopify Merchants?
It can cater to customers across various channels (email, chat, social media) with a single platform. Plus, it manages customer inquiries efficiently with a ticketing system that allows tracking, assigning, and prioritizing issues. Moreover, it automates repetitive tasks with triggers and macros, freeing up your time for complex issues.
This platform can empower customers to find answers independently using a branded help center, FAQs, and community forums.
Pros
- Seamless Data Flow: All customer information and orders sync in real-time between Shopify and Zendesk, eliminating data silos.
- Scalability for Growth: As your business expands, Zendesk scales with you, handling high volumes of support tickets with ease. Flexible pricing plans cater to different needs.
- Customization Options: Brand Zendesk to match your store’s look and feel, creating a unified customer experience.
- Mobile Flexibility: Agents can manage tickets on the go using the Zendesk mobile app (iOS and Android).
Cons
- Cost: Zendesk’s pricing starts at $5 per agent per month, which might be a hurdle for smaller shops.
- Learning Curve: Zendesk offers powerful features, but some users might find it overwhelming initially.
- Limited Phone Support: Zendesk focuses on digital channels. If phone support is crucial for your business, you’ll need an additional solution.
- Third-Party Integration: Zendesk requires adding a separate app to your Shopify workflow.
- Setup Time: Configuring automations, custom views, and triggers can take time to perfect.
Overall, Zendesk is a powerful solution for Shopify stores that demand exceptional pre-sale and post-sale customer experiences. It provides a comprehensive customer service ecosystem with features typically found in enterprise-level platforms, all tailored to the needs of ecommerce businesses.
However, the potential learning curve, cost considerations, and lack of built-in phone support require careful evaluation to see if it fits your specific needs.
SupportHero
It takes a Shopify-centric approach to customer service, offering a platform specifically designed for the needs of Shopify stores. Its focus on streamlining workflows and leveraging Shopify data makes it a compelling option for businesses within the Shopify ecosystem.Β
What SupportHero Offers
- Shopify-Tailored Features: SupportHero boasts features and functionalities that align seamlessly with Shopify stores’ operations.
- Collaborative Support: Shared team inboxes allow your support team to work together on tickets, improving response efficiency.
- Self-Service Knowledge Base: Empower customers to find answers independently using a knowledge base you build with relevant articles and FAQs, potentially reducing ticket volume.
- Automated Workflows: Automate repetitive tasks like ticket assignments and trigger actions based on specific criteria to streamline support processes.
- Mobile Accessibility: Manage customer support on the go with the SupportHero mobile app (available for iOS and Android).
Cons
- Channel Limitations: SupportHero focuses on email and help desk functionalities, meaning live chat capabilities are not offered.
- Knowledge Base Focus: While SupportHero offers a knowledge base, it might be less robust than dedicated help center platforms.
- Automation Complexity: Setting up automation with triggers and workflows might require effort and technical knowledge.
- Limited Channel Expansion: SupportHero doesn’t offer phone support or social media management functionalities, requiring additional solutions for these channels.
- Post-Purchase Focus: SupportHero’s features are primarily geared towards post-purchase customer support, potentially limiting its usefulness for pre-sale inquiries.
Overall, SupportHero is a strong choice for Shopify stores seeking a streamlined and Shopify-integrated customer service platform. Its focus on collaboration, automation, and self-service options can significantly improve support efficiency.
However, the lack of live chat, a potentially less comprehensive knowledge base, and limitations for expanding to other channels (phone, social media) are important factors to consider when evaluating if it meets your specific needs.
Tidio Live Chat
Tidio Live Chat elevates customer interactions for Shopify stores by enabling real-time conversations that answer questions, qualify leads, and ultimately boost sales. Packed with features, Tidio goes beyond basic live chat to provide a comprehensive solution for sales and support teams.
What Tidio Live Chat Offers
- Unlimited Chat Agents: Your entire team can engage with customers simultaneously.
- Customizable Chat Widgets: Design chat windows that match your brand’s look and feel.
- AI-Powered Chatbots: Automate responses to common questions and qualify leads while your team focuses on complex inquiries.
- Multi-Channel Engagement: Connect with customers on your website, Facebook Messenger, and mobile apps.
- Behavioral Triggers: Proactively initiate chats based on visitor behavior, ensuring timely assistance.
- Seamless Agent Collaboration: Transfer chats between team members for smooth handoffs and efficient resolution.
- Real-Time Insights: Gain valuable data on customer behavior within the chat window.
Pros
- Sales & Support Optimization: Live chat allows for instant support, increasing customer satisfaction and sales conversions.
- Lead Qualification Power: Collect valuable customer information through chat surveys and qualify leads faster.
- Invaluable Data Insights: Gain real-time insights into customer behavior during chats, informing future marketing and sales strategies.
- Seamless Integration: Tidio integrates seamlessly with Shopify, providing access to order information right within the chat window.
- On-Brand Experience: Customize chat widgets to create a cohesive brand experience for your customers.
Cons
- Pricing Structure: While Tidio offers a free plan, unlocking advanced features like chatbots and surveys requires higher-tier subscriptions.
- Learning Curve: Compared to simpler chat apps, Tidio has a steeper learning curve due to its extensive features.
- Limited Channels: Tidio focuses on live chat, Facebook Messenger, and mobile app interactions. Phone and email support require additional solutions.
- Setup Time: Setting up chatbots and advanced features like surveys might take some extra time.
- Free Version Limitations: The free plan has limited functionality, so you might need to upgrade for a complete experience.
Overall, Tidio Live Chat is a powerful tool for Shopify stores seeking to maximize the impact of real-time customer conversations. With its feature-rich approach, Tidio helps businesses improve sales, support experiences, and gather valuable customer insights.
However, the learning curve, pricing structure, and limitations in free and channel support require careful consideration before choosing Tidio for your specific needs.
Customerly
Customerly aims to be your one-stop shop for exceptional customer service on Shopify. It offers a comprehensive suite of tools to manage interactions across various channels β chat, email, and social media messaging β all in one unified platform.
Here’s what Customerly brings
- Omnichannel Support: Respond to customers on their preferred platforms, such as live chat, email, or social media messages.
- Automated Workflows: Streamline workflows with automated ticket assignments, action triggers, and email sequences based on customer behavior.
- Self-Service Help Center: Empower customers to find answers independently using a comprehensive knowledge base, potentially reducing repetitive inquiries.
- Unified Inbox: Manage all customer conversations β across channels β from a single, centralized location.
- Mobile Accessibility: Support agents can stay on top of things with mobile apps (iOS and Android) for managing tickets on the go.
Cons
- Feature Complexity: Customerly offers a robust set of features, which could create a learning curve for new users.
- Pricing Structure: Starting at $50 per month (for the starter plan), Customerly might be a costlier option for smaller businesses.
- Knowledge Base Setup: Building a comprehensive knowledge base requires dedicated effort to populate it with relevant information.
- Automation Hurdle: Setting up email automation and complex workflows may require advanced technical knowledge or additional setup time.
- Limited Functionality: While Customerly offers a variety of channels, it lacks more advanced features like call center integration for phone support.
Overall, Customerly is a powerful solution for Shopify stores that handles customer inquiries across multiple channels. Its unified inbox, automation capabilities, and self-service options can significantly improve support efficiency. However, the learning curve, pricing structure, and the need for a knowledge base and automation setup might require careful consideration before choosing Customerly for your specific needs.
Intercom
Intercom takes a comprehensive approach to customer communication for Shopify businesses. It offers various features designed to engage customers across various digital channels β chat, email, in-app messages, and even social media messaging.
- Multi-Channel Communication: Connect with customers on their preferred platforms, fostering seamless interactions wherever they are.
- Conversational Bots: Automate responses to common questions and qualify leads with the help of smart chatbots.
- Self-Service Knowledge Base: Empower customers to find answers independently using a knowledge base stocked with articles and FAQs (can help reduce support ticket volume).
- Data-Driven Insights: Gain valuable customer insights through conversation analytics, allowing you to refine your communication strategies and improve the overall customer experience.
- Mobile Accessibility: The Intercom mobile app (available for iOS and Android) allows you to manage customer conversations on the go.
Cons
- Cost Factor: Intercom’s pricing starts at $49 per month for the basic package, which might not be suitable for smaller businesses with budget constraints.
- Complexity Curve: Setting up features like chatbots and automation workflows can be intricate, requiring technical know-how or dedicated setup time.
- Limited Phone Support: Intercom primarily focuses on digital channels. If phone support is crucial for your business, you’ll need additional solutions.
- Feature Overload: Intercom’s sheer number of features might feel overwhelming for smaller teams or users new to the platform.
- Shopify Integration Level: While Intercom integrates with Shopify, it might lack some specialized features or functionalities specifically optimized for Shopify stores compared to dedicated Shopify customer service apps.
Overall, Intercom is a powerful solution for high-growth Shopify stores that demand a comprehensive and data-driven approach to customer communication. Its multi-channel capabilities, automation options, and focus on customer insights can be invaluable for growing businesses. However, the cost, potential complexity, and limitations in phone support require careful evaluation to ensure it aligns with your specific needs and budget.
HappyFox Chat
Looking to add a live chat feature to your Shopify store and engage customers in real time? HappyFox Chat might be the perfect solution. Designed specifically for ecommerce businesses, HappyFox Chat offers a user-friendly and affordable way to provide exceptional customer service.
What HappyFox Chat Offers:
- Live Chat Powerhouse: Use live chat to engage customers directly on your website, answer questions, and resolve issues quickly.
- Email Support: Customers can also reach out via email if chat isn’t their preferred method.
- Simple Ticketing: Manage customer inquiries with a built-in help desk system that tracks interactions, customer history, and agent workload.
- Automation Magic: Save time and streamline workflows with features like auto-assignment of chats, canned responses for frequently asked questions, and helpful macros.
- Data-Driven Insights: Gain valuable insights into customer behavior with detailed reports on chat conversations, resolution times, and agent performance.
Pros
- Boost Customer Satisfaction: Resolve inquiries quickly and efficiently, leading to happier customers.
- Increase Sales Conversions: Capture leads and prevent abandoned carts by providing real-time support at checkout.
- Effortless Integration: HappyFox Chat integrates seamlessly with Shopify, allowing access to order information and customer profiles within the app.
- Mobile-Friendly Support: Your support agents can manage chats and tickets on the go using the HappyFox mobile apps for iOS and Android.
- Cost-Effective Solution: HappyFox Chat offers affordable pricing plans, starting at $15 per month, making it an attractive option for cost-conscious businesses.
Cons
- Limited Integrations: Compared to other specialized Shopify apps, HappyFox Chat may have fewer third-party integrations.
- Channel Focus: HappyFox Chat primarily focuses on chat and email support, with no built-in functionality for phone calls or social media interactions.
- Learning Curve: While the interface allows for customization, some users find it cluttered and require extra time to master.
- Performance Issues: Some reviews mention occasional chat lag and slow response times.
- Feature Set: Compared to full-fledged customer service platforms, HappyFox Chat offers a smaller range of features, such as self-service options (help center, community forums) and a less comprehensive knowledge base.
- Security Concerns: A few users have raised concerns regarding the security of conversations within HappyFox Chat.
Overall, HappyFox Chat is a solid choice for Shopify stores seeking an affordable, easy-to-use live chat solution. It provides real-time customer support, helps boost sales conversions, and integrates seamlessly with your Shopify storefront.
However, exploring other customer service platforms might be necessary if you require extensive automation features, a wider range of support channels (phone, social media), or advanced self-service options.
Freshdesk
Freshdesk caters to ecommerce businesses with a robust help desk system designed to manage customer support inquiries efficiently. Its comprehensive features make it a strong contender for businesses with complex support needs.
- Ticketing Powerhouse: Manage customer inquiries effectively with a ticketing system that allows for assigning, prioritizing, and tracking support issues.
- Self-Service Options: Empower customers to find answers independently using a knowledge base and community forums, potentially reducing ticket volume.
- Phone Support Ready: Freshdesk integrates with call center solutions, allowing you to offer phone support alongside other channels.
- Customization Options: You can customize the agent interface and branding to match your company’s needs and create a cohesive customer experience.
Cons
- Pricing Complexity: Freshdesk offers various pricing plans with different feature sets. Finding the right plan for your needs can be challenging, and costs can add up quickly.
- Learning Curve: Freshdesk has a deep set of functionalities, which can lead to a steeper learning curve for new users.
- Live Chat/Chatbot Gap: Freshdesk doesn’t offer built-in live chat or chatbot functionalities, which require additional integrations for real-time customer engagement.
- Social Media Limitations: Freshdesk lacks native social media management features, so you might need separate tools to manage social media inquiries.
- Shopify Integration Caveat: While Freshdesk integrates with Shopify, it might require manual data syncing, potentially adding an extra step to your workflow.
Overall, Freshdesk is a powerful solution for Shopify stores with complex support needs and a high volume of customer inquiries. Its robust ticketing system, knowledge base, community forums, and call center capabilities can streamline support operations for growing businesses.
However, the complex pricing structure, learning curve, and the need for additional integrations for live chat and social media management require careful consideration before choosing Freshdesk for your specific needs.
ZipChat.ai
ZipChat.ai stands out as a powerful all-in-one solution for Shopify stores, combining sales and customer support with impressive AI capabilities. This AI chatbot can boast a 12.4% Chat-to-Sale rate, skillfully converting website visitors into paying customers.
Plus, ZipChat provides efficient support, answering customer questions and addressing their concerns. The AI proactively interacts with visitors based on their browsing behavior, ensuring relevant and timely assistance at every step of the purchase journey.
Especially, it can seamlessly Shopify Integration! Positive reviews highlight its smooth integration within the Shopify framework, making it easy to set up and use.
Pros
- 100% AI-powered: The chatbot operates entirely on AI, offering 24/7 availability.
- Continual Learning: It learns from your store data, additional materials you provide, and past customer interactions, constantly improving its responses.
- Superior Knowledge: The AI can potentially answer questions better than a human due to its access to vast information and customer context.
- Smart Automation: ZipChat forwards complex requests to human agents, streamlining the process for customers and staff.
- Proactive Sales Approach: It doesn’t just answer questions; it actively engages visitors and guides them toward purchases.
- Contextual Understanding: The AI quickly grasps the context of customer inquiries, leading to more accurate responses.
- Order Access: ZipChat can access customer orders to provide tracking information and order details.
- Customization: You can tailor the chatbot to match your brand voice and style.
Cons
- No Live Chat: Interactions are solely AI-driven; live chat with human agents is unavailable.
- Mobile App Limitation: There’s no mobile app for monitoring chatbot performance statistics.
- Email Support Omission: ZipChat doesn’t manage customer email replies, focusing solely on in-chat communication.
- Free Version Limitations: The free version has restricted features. A trial is recommended to experience its full potential.
- Knowledge Base Setup: Building a comprehensive knowledge base might require additional effort beyond basic website crawling.
Overall, ZipChat.ai offers a compelling solution for Shopify stores seeking to automate customer support, boost sales conversions, and personalize the customer journey through AI. While there are some limitations, like the lack of live chat and a mobile app, the overall benefits make it a strong contender for businesses looking to enhance their customer experience.
How To Choose the Right Shopify Customer Support Apps?
Selecting the perfect customer support app for your Shopify store can feel overwhelming. This guide will help you navigate the options and find the ideal solution for your needs.
1. Identify Your Needs
Prioritize the communication channels crucial for your business. Do you need email support, live chat, a help desk ticketing system, phone support, or social media management?
Consider your order volume, customer traffic, and product range. Complex apps with extensive features might be unnecessary for smaller stores.
2. Prioritize Shopify Integration
Seamless integration with Shopify allows support agents to access vital information. They include order details and customer data, directly within the app, streamlining the support process.
3. Feature Evaluation
- Automation: Explore automation features like auto-responders, ticket assignments, and canned responses to save time and improve efficiency.
- Knowledge Base: A well-stocked knowledge base empowers customers to find answers independently, reducing ticket volume and workload.
- Reporting: Reporting tools allow you to track metrics, identify trends, and measure the effectiveness of your support efforts.
- SLA Management: For businesses with strict service level agreements (SLAs), ensure the app offers features to track and manage response times.
- Focus on what you need: Don’t get swayed by an overwhelming number of features. Choose an app that offers the functionalities you’ll actually use.
4. User Reviews and Ratings
Read reviews and user testimonials to gain valuable insights into the app’s real-world performance, strengths, and weaknesses.
5. User-Friendliness
Ensure the app’s interface is intuitive and easy for your support agents to navigate. A complex user interface (UI) can hinder productivity and lead to errors.
6. Mobile Compatibility
The ability to manage support requests and chats on the go via mobile apps offers greater flexibility and keeps your team connected even when away from their desks.
7. Scalability
As your Shopify store grows, your support needs will evolve. Choose a solution that can scale to accommodate increasing ticket volumes and user traffic.
8. Pricing Considerations
Compare pricing tiers offered by different apps. Find a balance between the features you need and affordability. Don’t overspend on functionalities you won’t utilize.
9. Take Advantage of Trial Periods
Many customer support apps offer free trials. To test the app firsthand and experience its functionalities before committing to a paid plan, utilize these trials.
By following these steps and carefully evaluating your requirements, you’ll be well-equipped to choose the perfect app! These that empowers your team to deliver exceptional customer service and keeps your business thriving.
Conclusion
The best Shopify customer support app empowers your team to deliver exceptional customer service, ultimately leading to happier customers and a thriving business.