Shopify has an astounding market share among ecommerce businesses, with more than 1 million businesses using the Canadian company’s platform to power their online stores or ecommerce efforts. That’s around 11% of global market share for all of ecommerce and equates to roughly $319 billion in total economic activity.
One of the advantages of Shopify is how customizable and extendable the platform can be. Thanks to the Shopify App Store, businesses can find hundreds of Shopify apps that cover all sorts of business functions, including these:
- Helpdesk ticketing
- Live chat apps
- Marketing automation tools
- Customer service apps
- Other ecommerce tools
To create the best customer experience, most Shopify store owners turn to a variety of these apps to empower their team members and customer support agents.
What makes a Shopify customer support app great?
With hundreds of apps on the Shopify App Store, not every app delivers an equally great experience. As you narrow down the apps that make sense for your team and business, look for apps that accomplish these things for you.
Reduces the number of support tickets
Any app you add to Shopify needs to simplify your customer support efforts, not make them more complicated. One of the simplest measures of this is whether and how significantly an app reduces the number of support tickets and customer inquiries your customer support team has to deal with.
With fewer tickets, your team can focus more on increasing sales and customer satisfaction, not just meeting basic needs.
Some apps (Gorgias, for example) reduce support tickets by automating the easy ones or providing customizable scripts for the common ones. Other approaches include bolstering your self-service options (like a FAQ page or knowledge base).
Decreases wait time
Wait time is a constant threat to customer satisfaction. It can lead to cart abandonment, lost customers, and rushed customer service teams.
Great customer support apps can decrease wait times by taking some of the customer support workload off your in-house team. Chatbots, 1:1 outsourced live chat or SMS interactions, scripts, and automations can all play a role here.
Resolves problems quickly
The best apps don’t simply educate or give your teams better tools or provide more self-service information. They resolve problems more quickly for the customer than your current status quo.
Of course, better education and tools can be a big part of resolving problems more quickly. But as you analyze customer support apps (especially those with paid plans), make sure they have a track record of lowering time to resolution.
Maintains the human touch
Many customer support managers are leery of automating too much of customer service and support, for good reason. Take chatbots. When all goes well, chatbots can be powerful and highly effective at both decreasing wait time and resolving problems quickly. But when they don’t perform well, chatbots can be, well, robotic and stiff, even creating hostility and tension.
The best customer support apps find ways to maintain the human touch, whether through actual human agents managing more interactions or through softening the risks of automation.
The best Shopify helpdesk apps
Help desk software can offer a great way to improve customer experience, enhance customer satisfaction, boost sales, and get more repeat buyers for your store. But it’s not always easy to choose the best one when there are so many options out there.
That’s why we’re starting with the six best help desk software for Shopify stores. Pay attention to the features (including which offers a live chat app), pricing, and unique strengths of each to decide which solution is what you need.
Gorgias is different from the other five help desk software options on this list. We’ve built Gorgias with the sole purpose of helping ecommerce merchants level up their customer support. We don’t try to satisfy businesses of all sizes and industries.
Who it’s great for
Ecommerce merchants ready to go all-in on their customer support efforts
- Starter plan: Starts at $10/month with 50 monthly tickets, with three users, Facebook and Instagram integrations, some macros and rules, live chat and chat campaigns, and more.
- Basic plan: Starts at $50/month with 300 monthly tickets, with unlimited users, live chat, Facebook and Instagram integrations, macros and rules, voice /SMS tools, and more. Each extra 100 tickets is $40.
- Pro plan: Starts at $300/month with 2,000 monthly tickets and adds on more voice/SMS numbers revenue statistics, Magento integration, lite onboarding, and more. Each extra 100 tickets is $36.
- Advanced plan: Starts at $750/month with 5,000 monthly tickets and adds on more voice/SMS numbers, full onboarding, a success manager, a Twitter integration, and more. Each extra 100 tickets is $36.
- Custom plan: A custom plan is available upon request.
- Update orders directly from your help desk and work faster with smart automation
- Manage customer requests for multiple storefronts, either on desktop or mobile apps
- Use Shopify, Magento, and BigCommerce variables to auto-respond to order-related tickets
- Integrate with third-party apps like ShipStation, Slack, and Recharge
- Use macros to automate tasks and perform actions like adding tags, bulk action
- Provide instant support by setting rules based on customer intents
- Deliver omnichannel support, e.g., SMS messaging and social media
- Easy to use, no learning curve involved, no feature overload
- Impartial customer support for all merchants, regardless of plans you’re using
Zendesk is an all-in-one customer service and customer relationship management (CRM) platform for all businesses. It’s known for a wide range of features covering from customer support to marketing and sales.
Who it’s great for
Enterprise businesses and large teams
- Zendesk’s pricing is very complicated, between the Suite, Support, Sales, and Sunshine options, and you may end up paying too much trying to decipher between the different plans. Read this detailed explanation to learn more.
- Zendesk Suite plan: Starts at $49 per agent/month for ticketing, messaging, a help center, automations, prebuilt analytics, and more.
- Zendesk Support plan: Starts at $19 per agent/month for ticketing, business rules, customer details, and prebuilt analytics.
- Several products, including Support, Guide, Chat, Talk, Sell, Explore, Gather, Support Suite, and Sales Suite
- Track and manage customer data, customer interactions, etc.
- Support over 60 different languages from all over the world
- Diverse features such as omnichannel support, business rules, CSAT, SLA, agent roles, multiple ticket forms, advanced encryption and security
- Excellent reporting, metrics, and data analysis capabilities, making it useful for large businesses
- Over 1,000 integrations in many categories like project management and marketing automation
Freshdesk is a powerful but highly approachable customer service software for any business that’s up and running very quickly. It’s considered the perfect alternative to Zendesk because it provides almost the same features at a lower price than its competitor. That doesn’t include the fact that Freshdesk offers a free plan while Zendesk doesn't.
Who it’s great for
Small and medium businesses (SMBs), SaaS startups
- Freshdesk includes a “forever free” option with unlimited agents and essential tools. Otherwise, it offers two types of plans: Support Desk, with ticketing, self-service, and reporting, and Omnichannel, which adds on messaging, phone, and other key support features like custom inboxes, call reports, chatbots, and more.
- Freshdesk Support: Starts at $15 per agent/month and includes email & social ticketing, a knowledge base, integrations, custom ticket views, and more.
- Freshdesk Omnichannel: Starts at $29 per agent/month and includes omnichannel messaging, 2,000 chatbot sessions/month, custom inbox views, conversation reports, and more.
- Intuitive and modern user interface
- Smart automation tools to simplify support, integrated game mechanics to boost agent productivity, and robust multichannel capabilities to broaden user’s reach
- Complete customization functionalities like portal customization, custom agent roles, custom ticket forms, custom URL, custom apps, and more
- Ticket templates, knowledge base article templates, etc.
- Powerful self-service portal with chatbot, help widget, community forum, FAQs, and knowledge base
Re:amaze is a customer service, live chat, and help desk solution for small and medium businesses. It’s much simpler than Zendesk and Freshdesk but easier to use for beginners.
Who it’s great for
Small and medium businesses
Re:amaze currently offers three plans, i.e., Basic, Pro, and Plus, with prices starting from $29 per team member/month. All pricing plans are monthly rates with no contract or obligated commitments, including unlimited email inboxes, live chat, macros, and reporting. Apart from these plans, Re:amaze supports custom plans and volume-based pricing.
- Flexibility pricing plans, making it suitable for SMBs
- Unlimited email inboxes for all pricing plans
- Various ticket management features
- Automation and rules to streamline your workflow
- Custom hosted domain and customizable email appearance
- Status page, classic chat mode, SAML/SSO integration, etc.
5. HubSpot Service Hub
HubSpot Service Hub offers a great feature set and ticketing management system, but it may not be the right choice for those who already use a CRM.
A worthy note is that HubSpot Service Hub is the same as Zendesk when it comes to support methods. For example, if you’re using the free plan, you can only ask questions on community forums. You can’t contact HubSpot customer support team unless you upgrade your plan to the Starter, Professional, or Enterprise plan.
Who it’s great for
Small and medium businesses
HubSpot Service Gub pricing
HubSpot Service Hub comes with a choice of free and paid plans. All the plans also include some free features from HubSpot’s CRM software. For paid plans, pricing is based on both the number of users and the features available. It ranges from $50/month for two users on the Starter plan to $1,200/month for 10 users on the Enterprise plan.
- Live chat, conversational inbox, conversational bots, meeting scheduling, and more
- Integrations with Gmail, Outlook, Facebook Messenger, and other Shopify apps
- A variety of survey methods, ticket pipelines, support for multiple currencies, etc.
LiveAgent is a help desk app for companies that want to offer phone, email, live chat, and social support. It’s best if you have numerous support agents since it includes auto-routing and back-end and collaboration features. Note that LiveAgent doesn’t support chat to SMS messaging like Gorgias and other help desk solutions do.
Who it’s great for
Small and medium businesses
LiveAgent offers a free, full-featured plan and three paid plans. With the “forever free” plan, you get one live chat button, ticketing for one email address, and call center support for a single phone number. Paid plans start at $15 per agent/month for email ticketing only, $29 per agent/month for the ticketing and live chat plan, and $39 per agen/month for the all-inclusive omnichannel plan.
- Communication channels: phone, email, live chat, and social media
- Support a real-time chat box or email ticketing system on website or mobile apps
- Create multiple chat boxes or email addresses for different departments
- Ticket ownership, auto-routing tickets, internal chat, and more
Improve your customer experience further with these Shopify app integrations
We’ve gone over the ecommerce help desk platforms that can serve as a solid foundation for your store, but no tool can do it all. Now, we’ll look at the best Shopify app integrations, from marketing and billing to chat and returns, that can round out your help desk app. Discover the pros, cons, and noteworthy features below.
<P> Shopify marketing integrations
Yotpo is a wide-ranging ecommerce marketing platform that includes SMS marketing, customer loyalty, and referral programs. The company offers a Shopify app that’s much narrower in focus: it helps stores collect more product reviews and product photos and leverage social proof into new sales. The app accomplishes this through automatic review emails after purchase, SMS reminders (through companion app SMSBump), and via a Reviews widget that store owners can embed on their sites.
Yotpo allows stores to feature strong reviews, along with photos and Q&A entries, anywhere on their storefront and even across ads on Instagram, Facebook, and Google.
If you have an existing set of reviews, Yotpo lets you import them with one click.
Yotpo is a Shopify Plus Technology Partner with numerous solutions beyond this app. But Shopify stores of all sorts can use this app to curate and promote reviews and user photo content — mostly for free.
- Free plan includes most of the functionality needed for using the Product Reviews and Photos app
- The broader Yotpo experience is an extremely comprehensive platform for SMS marketing, visual UGC, loyalty, referrals, and more
- Allows you to moderate which reviews populate on your site
- Number of review requests you can send is limited by pricing tier
- Various functions are priced separately and add up painfully fast
- Some users see prices continue to rise with no added value
<P> Shopify payments and billing integrations
8. Recharge Subscriptions
Which is better for your business: one-off transactions or consistent recurring revenue? The answer to that question is obvious. Less obvious is how to move your customers from occasional purchasers to loyal subscribers.
Recharge helps you do this by quickly enabling subscriptions for retail purchases. Similar to Amazon’s subscribe and save offering, Recharge allows you to quickly enable subscriptions on your products and provides a way for customers to manage their subscriptions once enrolled (like skipping or rescheduling deliveries or even swapping products).
With Recharge, it’s easy to roll out subscriptions with Shopify Payments, and you can use the company’s APIs to build additional functionality into your storefront.
Recharge also offers you analytics so you can see how your various subscription offers are performing and continue to iterate until you find the right mix.
- This widely-used app has overwhelmingly positive reviews from businesses using the tool
- Free-to-install plan is a great fit for many startups and small businesses
- Includes integrations with top tools, including Gorgias, Klaviyo, and Avalara
- App can be difficult to navigate
- A notable number of unsatisfied customers complain about poor customer service
- A flood of recent reviews all mentioning “great customer service” seems questionable
<P> Shopify customer support integrations (Ticketing, chat, analytics, etc.)
Gorgias is an all-in-one helpdesk and live chat solution designed for ecommerce stores. The company’s Shopify app customizes the Gorgias experience for Shopify and Shopify Plus stores, helping them:
- Centralize customer tickets across channels (including Facebook Messenger, Whatsapp, and even phone calls)
- Reduce response time using smart pre-made templates
- Automate support by handling common, repetitive questions with personalized, on-brand responses
Gorgias also populates all the data you have on a customer while you chat with them, giving you the full customer picture rather than a tiny snapshot.
Leading Shopify stores use Gorgias to simplify and improve their helpdesk experience across all channels and to give CS teams the ability to take order actions from within the helpdesk app. If you’re looking for a way to rein in a chaotic (or nonexistent) helpdesk, Gorgias is the best solution in terms of Shopify integration.
- A leading professional solution for centralizing helpdesk ticketing systems across channels and improving response time
- The best and deepest Shopify integration among similar tools (deeper integrations than Zendesk)
- Can integrate with dozens of leading apps to make your helpdesk agents even more powerful
- Certain advanced functions may require developer support
- Mixed reviews on customer support if something isn’t working for your store
Ada is a next-gen AI-powered brand interaction engine that helps businesses offer always-on availability and consistent answers to customers that reach out over a range of channels. Ada uses Interaction AI to interpret and understand what customers are looking for. With integrations across all the channels and platforms where people are reaching your brand, Ada brings everything together and handles most of the interactions without assistance from your human team.
Connect Ada to your Shopify storefront, and the AI can access Shopify Order Tracking data to automatically provide shipping insights to customers, keeping those requests out of the queues of your human agents.
- Saves you time and resources by reducing the load on your human customer service team
- Increases answer consistency, offering the same correct responses to similar queries
- Expands your brand’s availability (bots don’t need to sleep)
- As with any AI-driven bot, Ada requires the right inputs and can’t be guaranteed to respond in the appropriate ways in all cases
- Ada Glass integrations require some degree of technical understanding to implement and manage
Aircall describes itself as “the phone system for modern business.” It’s a customer-centric call center software that keeps call center agents informed, engaged, and on target — and helps customers reach the right departments quickly with IVR menus, skill-based routing, and live call monitoring.
One of the greatest strengths of Aircall is that it integrates with many of the top apps companies might use that store customer information. It can then source and surface that information as soon as the call starts, giving agents access to rich information and order history from the moment they connect the call.
Aircall offers numerous integrations with top solutions, including a Shopify integration. This isn’t technically an app for Shopify but a way to pull Shopify data into Aircall. With it, your call center agents can instantly pull up Shopify customer and order data as a call starts. If they need more information, they can open up a customer’s Shopify profile for deeper context.
- For existing Aircall users who sell on Shopify (or those who need a new phone system software), the integration greatly speeds up and improves call center interactions
- Information available via the integration is impressively rich
- Doesn’t enrich your Shopify environment in any way; all the value is in the Aircall platform
- Customer data retrieval is based on phone number alone: it only works if the customer calls from the number associated with their Shopify account
- Multi-channel ecommerce companies will need other methods or integrations to surface data from other ecommerce channels
Daasity is an analytics platform that can pull in data from all sales and marketing platforms, delivering top-quality analytics that help you make decisions and grow your business. It integrates with pretty much everything that matters, including other tools on this list like Yotpo, Recharge, and Gorgias.
The Shopify integration pulls in your store’s performance data and incorporates it into your Daasity data reporting.
If you’re looking for a serious business analytics tool that integrates well with Shopify, Daasity is a great choice. Pricing is straightforward (though not cheap), based on a three-month rolling average of your total revenue.
- Deep analytics that incorporate your data from all platforms can supercharge your decision-making
- Get the metrics that make a difference, including customer LTV, gross margin, CPA, CPO, ROAS, and more
- Daasity offers users a custom query ability, making analytics searches nearly unlimited in scope and flexibility
- Entirely possible to drown in data; pulling out useful conclusions takes skill and experience
- Pricing starts at $199 monthly and assumes seven-figure annual retail sales, so the tool isn’t right for small retailers
The real value proposition for Shopify storefronts is in the Gatsby Cloud service, though. Sites created using Gatsby and hosted on its platform promise much faster load times and better site stability thanks to its reliance on the Jamstack.
Users don’t like slow, clunky sites. If they encounter a site that doesn’t load quickly enough, they tend to get bored and move on. Gatsby is one solution to this problem, fully optimizing your site so it loads in milliseconds.
- Gatsby + Shopify starter theme is easy to implement
- Better site loading times without manual tuning is a big win for small businesses
- Sites are scalable, secure, and accessible
- Free plan allows unlimited websites and content previews
- Static HTML sites may not be enough for advanced ecommerce businesses
- Benefits are largely invisible, making cost justification a challenge in some contexts
Klaus is a conversation review, QA, and customer service management platform targeting hypergrowth companies. If you need a way to automate first-level queries and scale your QA process, Klaus can get you there.
The platform starts with AI-based customer service bots that can seamlessly pass queries along to your human agents (without your customers noticing a gap or having to do anything on their end). Klaus also includes coaching and learning features for helping your human agents improve, plus there are analytics tools to help you keep your customer service system running at optimal efficiency.
It integrates with many popular tools, including Gorgias. And thanks to the way Klaus operates, it can enhance your operations within other tools and ecosystems, including Shopify.
- Handles multiple aspects of your customer service operations in one place
- Leverages AI bots to handle first-level queries (and your customers often won’t be any the wiser)
- Provides tools to help you evaluate the progress of your human agents and coach them in areas of weakness
- Lacks a formal Shopify integration located in the Shopify App Store
- Opaque, quote-based pricing gets you deep into the sales funnel before getting an idea of what Klaus’s impact on your budget is going to look like
Textline is a business text messaging platform that organizations use in a wide range of ways, including as both a customer service and a support tool. With Textline, customers can skip the hold music and text you about their problem instead. The tool keeps communications organized, safe, and compliant, allowing customer service teams to respond to problems and even collaborate as necessary.
Similar to Aircall, Textline offers a Shopify integration that can pull customer data into every service encounter with a Shopify customer. The integration doesn’t add new capabilities or features to either platform; it simply shows your customer support team the information you already have about a particular customer so your team can make faster, better decisions and resolve customers’ concerns more quickly.
- For existing Textline users who sell on Shopify, this integration greatly improves customer support interactions by providing timely customer data during any interaction
- Installation is simple and straightforward
- Similar to Aircall, this integration benefits existing Textline users but doesn’t add anything to the Shopify experience directly
- The integration assumes users are texting from the number associated with their Shopify account, which doesn’t always happen
<P> Shopify fulfillment and returns integrations
16. Loop Returns
Loop Returns powers up your store’s ability to manage returns and exchanges. These functions are critical for ecommerce businesses, but no one wants to get stuck in an endless loop of shipping labels, refunds, and frustrated customers.
With Loop Returns, you can automate your return policy thanks to a branded portal that runs on Loop’s architecture, not yours. You can also power up an exchange portal, helping customers stay in your ecosystem rather than return your product and jump to a competitor.
Loop also handles gift cards, store credit, return label generation, and just about everything else you might need for returns or exchanges.
- Greatly simplifies the process of managing returns and exchanges, which can be a challenging area for many ecommerce businesses (especially when starting or scaling)
- Gives you more control over the returns experience than other vendors
- Support for hands-free, fully automated exchanges saves you time and allows you to keep more customers in your ecosystem
- A fairly expensive solution, with plans ranging from $59 to $415 per month
- Seemingly core features like automatic return approval and multiple return policies are reserved for the higher-priced plans
- Some customers have been disappointed with the speed of customer service
ShipBob enables third-party fulfillment (3PL) for direct-to-consumer brands. Thanks to its Shopify app, it can do the same for your Shopify store. By taking the order fulfillment and warehousing off your plate, ShipBob enables you to focus on the many other aspects of retail that help you grow.
ShipBob offers a simple integration process, same-day shipping, two-day delivery to the US, and automated order fulfillment.
- 3PL solutions drastically reduce complexity for your ecommerce operations
- ShipBob offers a free-to-install plan with no upfront costs
- Integrates with numerous top retailers, CRMs, ecommerce tools, and platforms (including social media selling)
- “Free to install” doesn’t mean free: costs can add up quickly
- Relying on someone else for your order fulfillment requires significant trust, and several customers have felt burned by doing so
<P> Shopify customer loyalty and retention integrations
Smile.io is a loyalty and rewards provider that enables small businesses to implement loyalty programs similar to the ones offered by larger competitors. Smile drives repeat traffic and purchases for more than 50,000 stores by offering referrals, points, exclusive offers, and other incentives.
Smile also provides customers with rich loyalty data, helping them power up their email marketing and subscription tools.
Best of all, Smile is highly customizable with minimal branding (and no Smile.io branding at any paid tier), so you can customize it to fit the look and experience of your Shopify store.
- Allows stores to grow sales within existing customer base and through referrals
- Pop-up rewards panel is straightforward to use without being obtrusive
- Many users report that Smile.io is easy to set up and easy to use
- Free plan is too limited for all but the simplest Shopify stores
- App integrations are limited by tier (0, 1, 2, or unlimited integrations)
- Shopify Plus users only gain access to the best integrations at the $599/month plan
Gorgias integrates with Shopify and your other customer support software
Gorgias is the ultimate helpdesk and customer support tool for Shopify merchants, empowering your agents by providing customer and order history instantly alongside every support interaction.
With Gorgias, you can finally stop asking customers for information you already have. It’s right there in front of your agents, every time. You’ll also gain these abilities:
- Update Shopify orders directly within the Gorgias helpdesk
- Create highly scalable personalized messages by inserting Shopify data into emails
- Automate time-consuming, everyday tasks right away
Over 8,000 Shopify merchants use Gorgias every day, and the Gorgias Shopify app is the first customer support app to achieve Shopify Plus Certification.
Ready to connect Gorgias with your Shopify store? Get started today.