Automate support queries with DelightChat

✓  Manage all support channels in one screen
✓  Auto-reply to repetitive queries like “where’s my order”
✓  Helpdesk software built for Shopify brands

Best Customer Support Apps for Shopify in 2021


You’re a busy entrepreneur running your ecommerce business, and researching the best Shopify customer support apps you can use to optimize your Shopify store is time-consuming. So, we took the liberty of doing this legwork for you. 

These apps can help you deliver top-notch support for your customers which in turn can help you fetch repeat customers and create brand evangelists. 

By looking at the app store rating, the number of reviews, the app’s top features, and other subjective parameters, we have curated the best Shopify customer service apps. We hope this will help you in your research to pick the best app for your store.

Looking for the best customer service apps for Shopify? Here are the 11 best customer support apps you should use, free or paid, based on hundreds of recommendations.
DelightChat - Customer Service App for Shopify

DelightChat - Customer Service App for Shopify

by
Saasberry Apps, Inc.
No reviews
5
(
12
)
Free (with paid plans starting at $99/month and a ton of features)
Key features of the app:

DelightChat is ecommerce customer support software 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:

  • DelightChat enables you to respond to customer queries & collaborate with your team, all from a single screen.
  • It integrates with live chat, email, Facebook (comments), WhatsApp & Instagram so that you can track & resolve queries from different channels effortlessly.
  • DelightChat offers great value for money being significantly cheaper than the other options on this list. 
  • DelightChat has powerful automation and self-serve features that’ll resolve repetitive queries. Allowing your team to focus on other tasks. 
  • 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 others with other ecommerce platforms like BigCommerce, WooCommerce & Magento. 
  • DelightChat is a relatively newer player in the market. 
  • DelightChat has conversation-based pricing. So it may not be the right fit if you prefer software with a per-user pricing model.
Reamaze Live Chat & Helpdesk

Reamaze Live Chat & Helpdesk

by
Reamaze
No reviews
4.9
(
139
)
Starts at $20/month
Key features of the app:

Reamaze is another great Shopify customer service app for ecommerce brands. It’s said to be the closest competitor to players like DelightChat, Gorgias, and Richpanel. It helps your team resolve customer queries seamlessly. The live chat from Reamaze is one of its main features.

Pros:

  • Reamaze is known for its live chat feature owing to its customizable chat experience and instant ‘check order status’ bot. It also boasts other functionalities like FAQ-search, status page (you’ll know if your order’s delayed), pre-built bots, and more. 
  • Their chatbot feature, Cues, can help you trigger messages based on URL/UTM, time on site, Shopify activities, etc. This equips you to personalize your customer’s experience at a deeper level. 
  • You can see the users that are currently interacting with your site through their live dashboard. Armed with this, you can try and send a personalized message to generate a sale or simply help them better. 
  • It’s also one of those tools that integrate with most ecommerce platforms like Shopify, BigCommerce, WordPress, Magento, and the likes. It’s also good with GDPR compliance that gives you peace of mind while selling in the European market. 

Cons:

  • The collaboration functionality within Reamaze isn’t exactly user-friendly. To manage customer service seamlessly, you might need to collaborate on a completely different tool like Slack or WhatsApp by sharing screenshots from Reamaze.
  • Reamaze charges on a “per user, per month” model. This can turn out to be expensive when your support tickets grow, and you’d need to add more reps to the team.
  • It’s more geared towards resolving tickets than having a conversation with a customer and building a relationship. 
Gorgias ‑ Live Chat & Helpdesk

Gorgias ‑ Live Chat & Helpdesk

by
Gorgias
No reviews
4.8
(
401
)
Starts at $60/month
Key features of the app:

Gorgias is a customer service help desk designed for ecommerce stores. They integrate with Shopify, BigCommerce & WooCommerce. They have a great integration with Shopify that helps support agents to deliver great customer support seamlessly. 

Pros:

  • Gorgias has deep integration with Shopify that enables you 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. 
  • 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 receive a support query like email, Facebook, Instagram, etc.
  • You can create highly customized Macros to automate replies to frequently 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 the tickets with tags.

Cons:

  • Gorgias is not very simple to use. There’s a steep learning curve to draw value out of the product properly.
  • It’s extremely expensive. The plan with all the features costs $750/month with a cap of 6000 tickets/month.
  • Collaboration is not particularly easy on Gorgias. It’s difficult to hand over a conversation to a different support rep or ask someone for help when you need it. You might end up using another internal chat tool to collaborate within your team. 
  • While this is more down to personal preference, a lot of customers say that Gorgias is more of a ticketing system than a conversation tool. In 2021, store owners love to converse with their customers as opposed to treating them like lifeless tickets. 
Richpanel Customer Support CRM

Richpanel Customer Support CRM

by
Richpanel
No reviews
5
(
23
)
Free
Key features of the app:

Richpanel is an ecommerce customer service tool that helps businesses manage their Shopify customer support 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% of 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.
  • It integrates with top ecommerce platforms like Shopify, Magento & WooCommerce.
  • In Richpanel, you can create self-service workflows to resolve the most 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 pricey.
  • 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.
Heyday ‑ Sales & Support Chat

Heyday ‑ Sales & Support Chat

by
Heyday Technologies Inc.
No reviews
5
(
4
)
Starts at $49/month
Key features of the app:

Heyday is a Shopify customer messaging platform for retailers that combines the power of Conversational AI with the human touch of your team to deliver exceptional ecommerce customer experiences at scale. It allows you to automatically answer high-volume FAQs and removes the repetitive work weighing down your support team.

Pros:

  • Heyday automatically integrates with your full Shopify product catalogue.
  • It integrates with live chat, WhatsApp & Facebook messenger so that you can track & resolve queries from different channels effortlessly.
  • With Heyday you can send automated welcome messages and other wait time communication when you’re not around.
  • You can also design custom bots tailored to your specific needs. 

Cons:

  • Their dashboard isn’t the most user-friendly. And it can be hard to navigate the tool. 
  • Heyday’s base plan starts at an affordable $49/month. However, this plan only supports 200 conversations, which is far too less for most ecommerce brands. 
  • It does not have integrations with Instagram, Facebook comments or Email. 
  • Reviews suggest that the reports you can generate on Heyday are limited. Which means you won’t get a complete picture of your ecommerce customer support quality. 
tawk.to Live Chat

tawk.to Live Chat

by
tawk.to
No reviews
4.4
(
211
)
Free
Key features of the app:

Tawk.to is a Shopify live chat app that lets you monitor and chat with visitors on your website or from a free customizable page. It is an ecommerce support tool that lets you monitor and chat with the visitors on your website, respond to support tickets, and create a help center to empower customers to help themselves. 

Pros:

  • With tools like Live Chat, Ticketing, a Knowledge Base, and video & voice add-ons, you have what you need to be there for customers when and where they need you most.
  • You can tag and assign conversations to members of your team and ensure the right person is responding at the right time. This means your agents can not only collaborate but also respond to queries with more context.
  • You can create knowledge bases for both your team as well as customers. This empowers your agents to perform better and allows customers to resolve their queries independently without talking to an agent. 
  • The price is probably the most attractive part of Tawk.to. You have all the basic features that this customer support tool offers for free. 


Cons:

  • Tawk.to isn’t built for ecommerce. This is a big disadvantage since ecommerce store owners have a specific set of requirements that can’t be met using this tool.
  • Their interface isn’t exactly attractive nor straightforward to use. 
  • There have been many reports of issues with notifications not showing up. This could result in messages getting missed and responses delayed, which is the last thing your customers want.  
  • While the tool may be free, the features you get are quite limited and you'll need to purchase add-ons for multiple features including removing their company branding. 
Verloop.io

Verloop.io

by
Verloop Labs, Inc.
No reviews
4.5
(
56
)
Free plan available
Key features of the app:

Verloop helps businesses deliver delightful experiences across channels. Their conversational AI platform uses advanced NLP and ML to automatically resolve customer issues with natural language. It allows you to replicate in-store assistance on your online store across channels.

Pros:

  • Verloop allows you to leep track of your customer information like purchase history, location, previous chats — all in one place while you chat with them.
  • You can keep your customers updated about orders, shipment, refunds and offers even before they ask.
  • The bots learn from the conversational data generated by your customers and agents. And sse predictive analysis to understand customer behaviour and improve customer engagement.
  • Verloop's dashboard allows you to get data in real-time and track your agents and bot’s KPIs. Giving you detailed insights, so you know what’s happening all the time. 

Cons:

  • It isn’t a tool built specifically for ecommerce. So it may not take into account the specific needs and requirements of your business. 
  • It can take some time to set-up and figure out the tool. 
  • Reviews suggest that the application can be a bit slow. And a lot of time is needed for new chats to load, switch between chats etc. which results in slower responses. 
Zendesk Support

Zendesk Support

by
Zendesk
No reviews
3
(
111
)
Free to install
Key features of the app:

Zendesk is a multi-billion dollar SaaS company that helps organizations with customer support software. Zendesk comes with a long list of features, integrates with almost all the apps in your stack, and caters to industries from every sector. If you think of customer service software as an industry, Zendesk would be somewhere 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 an extensive set of features like behavioral triggers, live visitor tracking, chat ratings, file sending, etc.
  • It comes with a powerful FAQ building feature where you can store your visitor’s most asked questions and relevant information about your ecommerce store. 
  • Besides that, it has a unified communications interface where you can answer your customer queries natively. Zendesk supports platforms such as WhatsApp, WeChat & Facebook.

Cons:

  • Zendesk is heavy, boring, and not intuitive. It can be near impossible to navigate without a demo from a sales rep. 
  • Zendesk is quite 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 really 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.
Kustomer

Kustomer

by
Kustomer
No reviews
5
(
3
)
Free to install
Key features of the app:

Kustomer is a great Shopify help desk that helps ecommerce stores manage conversations with their customers. This customer service CRM platform is ideal for managing high volumes of support.  It comes with a wide range of features making it a handy customer service tool for companies across industries. 

Pros:

  • Kustomer enables you & your team to monitor conversations from live chat, messenger, emails, and social media from one screen.
  • It allows you to use notes and mentions to invite other agents to a conversation so that your team can work collaboratively. 
  • Moreover, you can use their AI, Kustomer IQ, to automate rules, route conversations, and send automated responses to your most asked questions. 
  • Kustomer has integrations with pretty much all the top business software that you’ll be using from day to day. 

Cons:

  • Kustomer is not a tool built specifically for ecommerce. This means the specific set of requirements for an ecommerce store owner will likely not be met by using this tool.
  • The layout can be quite intimidating and confusing for first-time users. You’ll need to go through a steep learning curve to generate value from the product. 
  • Kustomer’s standard plan starts from $39/per user/month. Moreover, their pricing plans are set for a minimum of 8 seats which means the cost can be extremely prohibitive. 
WhatsApp Chat + Abandoned Cart

WhatsApp Chat + Abandoned Cart

by
SuperLemon
No reviews
4.9
(
648
)
Free
Key features of the app:

SuperLemon is a WhatsApp plugin for Shopify stores. It allows you to provide quick & easy Whatsapp customer support service, increase referral sales and send automated & manual abandoned cart recovery, order and delivery notifications etc. 

Pros:

  • Their live chat button is a quick and easy way to initiate a chat between you and your customer via WhatsApp. 
  • You can send order confirmation & delivery updates, ask for feedback or reviews, and engage with your paying customers on WhatsApp
  • It allows you to send template-based abandoned cart recovery messages to your customers.
  • It’s extremely affordable. It has just two plans - a free one and another starting at $10/month. 

Cons:

  • You can only manage support on Whatsapp and not other channels like Email, Instagram, Facebook etc. 
  • It does not offer any advanced team collaboration features. 
  • Recent reviews suggest that it can take some time to get a response from customer service and get your queries resolved. 
Tidio Live Chat

Tidio Live Chat

by
Tidio Ltd
No reviews
4.7
(
999
)
Free
Key features of the app:

Tidio is a great customer service tool to help ecommerce companies have better conversations with their customers. You can use Tidio to connect with your customers and solve their queries in a timely and efficient manner. It’s equipped with the features to help your agents manage customer support better.

Pros:

  • Tidio enables you & your team to monitor conversations from live chat, messenger, and emails from one screen.
  • Tidio’s live chat allows you to connect with visitors in real-time through customizable widgets.
  • You can also automate the most frequently asked questions by your customers helping your agents save time.
  • Tidio has integrations with most top business software that you’ll be using in your daily workflow. 

Cons:

  • Tidio is not a tool keeping ONLY ecommerce store owners in mind. This means your specific set of requirements can’t be met by using this tool.
  • You can’t manage customer conversations from Whatsapp, Instagram, and Twitter using Tidio. 
  • You can’t view messages from multiple properties on one Tidio tab, this could be extremely inconvenient if you’re managing multiple ecommerce stores. 
  • Tidio’s ‘Communicator plan’ starts from $18/month but with an additional fee required for every additional user, this could work out to be quite expensive.

We know that choosing the right app can be daunting. These are the best apps we found during our research, and we honestly hope one of them is the right one for your store.

If you think there's an excellent app worthy of this list, drop an email to our team at marketing@delight(dot)chat. Until then, happy growing!

Looking for an affordable Shopify helpdesk that automates repetitive queries?

Try DelightChat, the omnichannel helpdesk that lets you manage support across channels from one screen while helping you save 10+ hours every week through automations.