You may be using an ecommerce support tool differently, or perhaps you are looking for a simpler tool that’s easy-to-use. Or possibly one that integrates with the other apps you use to run your business.
You don't need to look any further, because we’ve researched it for france mobile phone number list you. Here are nine amazing ecommerce customer support tools we recommend, along with their pros and cons. So, if you’re actively looking for a Freshdesk alternative, you’ve come to the right place.
The 9 Best Freshdesk Alternatives
DelightChat
Zendesk
Richpanel
Gorgias
Reamaze
Help Scout
Front
Kustomer
Tidio
Before we jump into the alternatives, let's have a quick look at why Freshdesk is a very popular solution for ecommerce customer service.
What is Freshdesk?
Freshdesk (from Freshworks) is a popular name in the customer service industry. Freshworks was named a “visionary” on the 2020 Gartner Magic Quadrant for the CRM Customer Engagement Center. It comes with an exhaustive set of features that make it an all-inclusive customer service tool for companies across industries.
Pros:
Freshdesk flaunts omnichannel customer service. They integrate with pretty much all the channels through which a customer may contact you. This includes live chat, Apple Business Chat, WhatsApp, email, Facebook, and the likes.
Besides the ones already in the Freshworks ecosystem, Freshdesk integrates with over 600 apps. This makes it easier for someone to opt for Freshdesk if they’re already using a product.
Their chatbot called Freddy AI lets you deploy intent & behavior-based bots that trigger when it meets the requirements.
Freshdesk comes with several in-app collaboration features that make it easy for team members to work together and resolve tickets.
Cons:
You need a demo and a few hours to understand how everything works. Freshdesk is not a tool you can set up and start using in minutes.
It is NOT built for ecommerce brands. Ecommerce brands have specific needs such as deep platform integrations, customer information, modifying order data, and more.
They're not exactly affordable, especially if you want to unlock the main features. Their omnichannel helpdesk costs $77/user/month. It’s not a good fit for SME brands who are striving to do their best and need an extensive set of features.
Although Freshdesk comes with in-app collaboration features, it’s not very helpful to have a seamless conversation with your teammates.
It’s designed more as a ticketing system that treats a customer as a soleless ticket number. This triggers a mentality of “resolving tickets” and not “having a conversation.”
You may also want to check out how Freshdesk compares to DelightChat.
DelightChat
DelightChat is an ecommerce customer support tool built for SME brands that enables them to deliver out-of-the-box customer service. It’s designed with a conversation-first approach that enables you to manage your store’s support & painlessly resolve customer queries - all from a single screen.
Pros:
Omnichannel inbox that helps you manage WhatsApp, Instagram, Facebook, Emails & Live Chat.
DelightChat enables you to respond to customer queries & collaborate with your team, all from a single screen.
DelightChat offers great value for money being significantly cheaper than the other options on this list.
DelightChat doesn’t penalize you when you add more users to scale up your customer support operations.
Most importantly, you can collaborate with your team right within the app itself. There is no need to toggle between tabs, which leads to a loss in productivity & loss of work hours.
Cons:
For now, DelightChat only integrates with Shopify that allows it to access your Shopify admin dashboard data. However, it will soon be available for other ecommerce platforms like BigCommerce, WooCommerce & Magento.
Sign up today for free!
Zendesk
Zendesk is a multi-billion dollar SaaS company that helps organizations with customer support software. Zendesk comes with an exhaustive list of features, integrates with almost all the apps in your stack, and caters to all types of industries. If you think of customer service software as an industry, Zendesk would be somewhere right at the top.
Pros:
Zendesk is said to have one of the best live chat tools available in the market. This chat tool comes with multiple features like behavioral triggers, live visitor tracking, chat ratings, file sending, etc.
It is equipped with a powerful FAQ building feature where you can store your visitor’s most asked questions and other relevant information about your ecommerce store.
Besides that, it has a unified communications interface where you can answer your customer queries natively. Some of the platforms they support include WhatsApp, WeChat & Facebook.
Cons:
Zendesk is heavy, boring, and not intuitive. It can be really difficult to navigate without a demo from a sales rep.
Zendesk is a generic tool. It’s NOT built for ecommerce brands. Ecommerce brands have very specific needs & their customer support requirements are very distinct and different from other industries.
It is quite expensive. Their support suite Professional plan costs $89/month/user.
You just can’t collaborate with your teammates on Zendesk easily. They have basic collaboration features but that doesn’t facilitate having a seamless conversation.
You may also want to check out how Zendesk compares to DelightChat.
Richpanel
Richpanel helps ecommerce businesses to manage their customer service seamlessly. With Richpanel, you can easily track, manage & resolve queries in no time. You can manage all your support channels, viz., live chat, email, WhatsApp, Facebook & Instagram. This saves a lot of time & helps the support reps be more productive.
Pros:
Richpanel saves you countless hours by bringing the most used support channels onto one dashboard. This includes live chat, email, Facebook, Instagram & WhatsApp.
You can eliminate up to 30% repetitive support requests with its self-service feature. It offers a personalized experience where customers can view/track orders, peruse FAQs, and start a new conversation too.
They integrate with top ecommerce platforms like Shopify, Magento & WooCommerce.
In Richpanel, you can create self-service workflows to resolve the commonly occurring scenarios for your support.
Cons:
According to a lot of customers, Richpanel can be quite difficult to navigate. To put it simply, it’s not exactly intuitive.
Their pricing starts at $249/mo for just 1000 customer conversations and can work out to be quite expensive.
Richpanel isn’t built for seamless collaboration with your team. You might still have to use an additional tool to collaborate with your teammates for day-to-day activities.
Richpanel caps the number of orders you can process on the platform. In their lowest plan, you can process a maximum of 1000 orders per month.
You may also want to check out how Richpanel compares to DelightChat.
Looking for a Freshdesk alternative that’s tailor-made for Shopify?
Unlike Freshdesk, DelightChat is custom-built for Shopify where you can go from set-up to managing support across channels from one screen in 5-minutes.
Learn moreGorgias
Gorgias is a customer service software designed for ecommerce stores. They integrate with Shopify, BigCommerce & WooCommerce. They have a great integration with Shopify that helps support agents to dole out great customer support seamlessly.
Pros:
Gorgias integrates with Shopify like no other. This enables them to pull customer data right into the dashboard. Additionally, it also helps in modifying an order, initiating refunds, and a range of things that you otherwise need to visit the Shopify admin dashboard to execute the same.
You can use custom tags and use them to tag conversations for future reference in Gorgias.
Gorgias integrates with most of the channels where you can potentially receive a support query like email, Facebook, Instagram, etc.
You can create highly customized Macros to automate replies to commonly asked questions.
Finally, they have intent-detection, which enables you to detect customer intents like shipping, refund, exchange, and many others. You can then set up automatic replies or route t
