Helpdesk for e-commerce software streamlines your support processes and turns customer service requests into tickets. You can access relevant client information quickly and easily.
This system helps businesses manage customer support requests easily and quickly. It is designed to improve relationships with customers and provide efficient support via multiple channels. Let’s look at the process in more detail. A customer creates a support ticket by submitting a request through a web form, email, or phone call. It is analyzed and receives a unique number.
Then, the ticket is assigned to a customer support agent. The specialist can view and manage the ticket from a centralized dashboard. They can add notes, assign the ticket to another person, or give it to a higher-level team.
A dashboard makes the issue resolution process faster and more productive. Helpdesk software enables customer support agents to collaborate with each other on support tickets. It encompasses a self-service portal, where customers can find answers to their questions. They can do it through a knowledge base, FAQs, and forums. This can reduce the volume of support requests that employees have to handle manually. You can integrate this system with your website, CRM, or order management software.
Features
E-commerce customer service software
Ticket management
Manage and track of customer support tickets
Assigning tickets to employees
Ticket distribution to the right agents
Pre-written responses
Use predefined replies to common issues
Customizable ticket templates
Tailored templates for different scenarios
Customer feedback management
Customer feedback collection and analysis
Problem management
Identify and resolve root causes of issues
Tracking and analytics
Monitor key metrics and performance
Call routing
Route calls to the appropriate agents
Ticket prioritization
Assign priorities to tickets based on urgency
Screen sharing
Share screens for remote troubleshooting
Escalation management
Escalate complex issues to higher-level support
Communication channel integration
Integration with various communication channels
Email management
Handle customer emails efficiently
Ticket transfer
Transfer tickets between agents for resolution
Ticket deflection
Guide customers to self-service solutions
Individual ticket queues
Ticket organization for efficient management
Asset management
Track and manage IT assets
Service catalog
A centralized repository of services
Knowledge base
A self-service knowledge base for customers
Self-service capabilities
Enable customers to solve issues independently
Third-party integrations
Connect with other tools for seamless workflows
Multi-language support
Support in multiple languages
Chatbot integration
Automate routine inquiries with chatbots
Ticket automation
Automate repetitive tasks for speedier resolutions
Time tracking
Monitor time spent on each ticket
Live chat integration
Offer real-time customer support
Team collaboration features
Facilitate teamwork and knowledge sharing
Project management
Project planning, execution, and monitoring
Multi-channel support
Support across various channels
Call recording
Record calls for quality assurance and training
Ticket submission forms
Simplified ticket creation for customers
Role-based access
Restrict access to sensitive information
File sharing
Share files with customers and agents
Website integration
Embed support features directly into your website
Work Process
E-commerce customer service software development consists of several stages, each involving a special team. As a rule, teams pay special attention to integrations with other e-commerce platforms.
1
Project planning
We estimate tasks, plan our resources, and set priorities.
Team:
Project Manager
2
Business analysis
We analyze the client’s current platform, look for improvement areas, and create task specifications.
Team:
Project Manager
Business Analyst
3
UI/UX design
We create interfaces for different user groups.
Team:
Project Manager
Business Analyst
UI/UX Designer
4
Back-end development
We develop the server side.
Team:
Project Manager
Business Analyst
UI/UX Designer
Back-end Engineers
Manual QA Engineers
5
Front-end development
We develop the user side.
Team:
Project Manager
Business Analyst
UI/UX Designer
Front-end Engineers
Manual QA Engineers
6
Integrations
We analyze the systems to be integrated and implement two-side integrations.
Team:
Project Manager
Business Analyst
UI/UX Designer
Front-end Engineers
DevOps Engineers
7
Testing
We perform manual, automated, unit, and integration testing.
Team:
Project Manager
Manual QA Engineer
QA Automation Engineer
Back-end Engineers
8
Implementation and training
We create training materials and implement the solution in the client’s infrastructure.
Team:
Project Manager
Technical Writer
DevOps Engineers
Support Engineers
Our Clients
We develop large projects for clients across 27 countries, a significant number of which are featured on the Fortune 500 list.
Our company specializes in projects for Retail & E-commerce
When do you need Helpdesk software?
Help desk systems are needed in cases where a company has a large customer base and there is the potential for a high volume of questions from them. This can lead to high support expenses, inefficient support, and negative experiences and reviews. The system will be helpful in these cases.
Numerous queries
You deal with lots of incoming customer queries
Low-quality responses
Your customers often don’t receive satisfactory responses
Multi-channel support
You get inquiries via different channels
Lengthy wait times
Customer wait times are too long
Manual tasks
Customer service involves many manual and repetitive tasks
Feedback gathering
You want to collect and analyze customer feedback more effectively
Customer performance
You want to track customer performance and find areas for improvement
Diverse queries
Customer queries pertain to different parts of the company’s activities
Different support levels
You want to implement multi-level support
Different support roles
Many employee roles can answer customer queries
Flow optimization
You want to simplify customer flow for getting their questions answered
Support quality boost
You want to increase sales through higher-quality support
Here are our answers to some frequently asked questions about helpdesk software. If you have another question on this topic, please contact us.
What are the key features of helpdesk software?
Key functionality of customer support systems includes ticket management, a knowledge base, a self-service portal, automated workflows, reporting and analytics, and integrations with other tools. The feature set may differ depending on individual project requirements.
What are the common challenges in building helpdesk software?
While developing customer service solutions, you may deal with a range of different challenges, including ensuring seamless integration with existing systems, providing a user-friendly interface, and implementing robust security measures to protect sensitive customer data.
What are the benefits of custom helpdesk software development?
Custom development allows you to tailor your customer service software to your unique requirements. It helps ensure optimal performance and user experience, and offers greater flexibility and scalability.
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