Helpdesk Software for BigCommerce - Everything You Need to Know

Posted In | CRM | Help Desk | Ticketing Software | Omnichannel Shared Inbox

In today's competitive e-commerce landscape, providing excellent customer service is crucial for businesses looking to stand out. One way to achieve this is by implementing a helpdesk software solution. For businesses using BigCommerce, a helpdesk system can help streamline customer support activities, improve response times, and ultimately lead to increased customer satisfaction. In this article, we will explore the reasons why BigCommerce merchants should use help desk software to streamline their customer inquiries. 

 

 

 

How can BigCommerce Merchants use Helpdesk Software?

The connection between a help desk and an e-commerce platform allows for smooth communication and information exchange flow. Many popular e-commerce platforms, such as Amazon Sellers, Squarespace, WooCommerce, Shopify, and Weebly, offer integration options with help desks. This integration involves linking customer data and purchase history from the e-commerce platform to the help desk software, so support staff can easily access this information when assisting customers. The integration also allows for the creation of support tickets directly from the e-commerce platform and updates to the ticket status within the platform, leading to improved efficiency and a better customer experience.

 

BigCommerce can use helpdesk software in several ways to improve its customer support and overall efficiency. Some of these ways include:
 

  1. Accessing customer information - Integrating BigCommerce with helpdesk software can provide support agents with access to customer information and purchase history, allowing them to provide more personalized and efficient support.

     
  2. Ticket creation and management - The integration may enable the creation of support tickets directly from the BigCommerce platform and updates to the status of these tickets within BigCommerce. This can improve the overall efficiency and management of the support process.

     
  3. Multi-channel support - Helpdesk software often integrates with multiple channels, such as email, phone, and social media, allowing BigCommerce to support customers through their preferred channel.

     
  4. Analytics and reporting - Helpdesk software can provide valuable insights and analytics into support operations, allowing BigCommerce to identify areas for improvement and measure the effectiveness of its customer support.



    Helpdesk software can provide BigCommerce with several benefits that can improve its customer support and overall efficiency. By integrating helpdesk software with its e-commerce platform, BigCommerce can provide a better customer experience and achieve its customer support goals.

 

Why do BigCommerce Merchants Need Helpdesk Software? 

BigCommerce e-commerce businesses need helpdesk software for several reasons:

 

  1. To improve customer satisfaction: Helpdesk software can streamline customer service operations and make it easier for businesses to provide quick and effective support to their customers. This can help improve customer satisfaction and retention rates.

 

  1. To handle high volume of customer inquiries: As the business grows, it can be difficult to keep up with the volume of customer inquiries, especially during peak sales periods. Helpdesk software can help businesses manage customer inquiries more efficiently, ensuring that all customers receive prompt and accurate responses.

 

  1. To provide self-service support: A knowledge base feature of the helpdesk software can provide customers with self-service support. This can help reduce the number of customer inquiries and free up customer service agents to handle more complex issues.

 

What are the Challenges that BigCommerce Merchants Face without Helpdesk Software? 

Without helpdesk software, BigCommerce e-commerce businesses may face several challenges:

 

  1. Difficulty providing self-service support: Without a knowledge base feature, customers may need to contact customer service for every question they have, which could overwhelm customer service agents and lead to long wait times for customers.

 

  1. Limited reporting and analytics: Without the helpdesk software, businesses won't be able to track important customer service metrics and identify areas for improvement in customer service operations.

 

  1. Difficulty handling multiple channels of communication: Without helpdesk software, businesses may have difficulty tracking and responding to customer queries from multiple channels, such as email, live chat and social media.

     

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2. Helpdesk Software for Squarespace

3. Helpdesk Software for Magento 

4. Helpdesk Software for Webflow

5. Helpdesk Software for WooCommerce