Best Help Desk Apps for Shopify in 2024

DelightChat is omnichannel support inbox that helps D2C brands manage customer queries from WhatsApp, Instagram, FB, Email and Live Chat in one dashboard.

We also offer a complete WhatsApp Marketing suite built on the Official API. Send WhatsApp Broadcasts to your customers list, automate abandoned cart recovery, send order tracking notifications and verify cash on delivery orders. All in one platform.

Pros:

• DelightChat enables you to respond to customer queries & collaborate with your team, all from a single screen.
• It integrates with WhatsApp, Instagram, Facebook, Email and Live Chat.
• Paid plans start at $49 and offer great value and ROI.
• Automation and self-service widget to reduce repetitive queries.
• Easy team collaboration within tickets by tagging team members and writing internal comments.
• Connect unlimited team members and Shopify stores.

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Cons:

• DelightChat only integrates with Shopify. It will soon be available WooCommerce.

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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.

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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 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. 

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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 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.

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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 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. 

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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 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. 

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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. 

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.

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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.