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 Help Desk Apps for Shopify in 2021

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

These help desk apps for Shopify can help you deliver stellar customer support to your ecommerce brand's customers..

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 helpdesk solution apps. We hope this will help you in your research to pick the best app for your store.

Looking for the best helpdesk solutions for your Shopify store? Here are the 6 best helpdesk 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.
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. 
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. 
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.
UVdesk eCommerce Helpdesk

UVdesk eCommerce Helpdesk

by
Webkul Software Pvt Ltd
No reviews
4.8
(
18
)
Starts at $36/month
Key features of the app:

UVdesk is a Shopify helpdesk that offers a cloud-based and open source helpdesk solution that helps ecommerce store owners to manage interactions with their customers. They provide multi-channel support and third-party integrations, support ticket management, task and email management, and customer follow-up tracking.

Pros:

  • UVdesk is a customer support tool built for ecommerce and takes into account the specific set of requirements of ecommerce merchants. 
  • You can automate your processes by creating a set of rules and presets for tickets coming from different channels to respond faster.
  • With UVdesk, you can search for and manage customer conversations more effectively with the help of tags, priority, status, and labels. 
  • Your team can also collaborate seamlessly with features like assigning agents, private notes, forwarding replies, etc.
  • Besides paid pricing plans, UVdesk also has an open-source helpdesk that is completely free to use. 

Cons:

  • 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. 
  • Sometimes the error messages shown are not clear. This means you won’t know what’s causing the problem and will need to contact their support team for clarification. 
  • There have been reports of issues with canned responses being delayed and agents forced to instead send these messages manually. 
  • UVdesk has a “per person per month” pricing model. This can turn out to be extremely expensive as your team grows. 
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. 

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.