USA
UA
NLHelp Desk Software for Retail
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.
About Help Desk Software for Retail
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
Need help building helpdesk software?
Develop a robust and user-friendly multi-channel customer support solution working with our team of qualified software engineers.
Our Software Development Standards
In our work, we follow international approaches and standards such as:
| Management: | PMP |
| Design: | ISO 9241-210 |
| Programming: | Coding conventions, MDN Web Docs, Naming convention |
| Python: | PEP 8 |
| JS/TS: | ECMA, JavaScript Standard Style, Google TypeScript Style Guide, ESLint |
| PHP: | PSR |
| С#: | ReSharper |
| HTML/CSS: | W3C |
| Security: | GDPR |
| Testing: | ISTQB |
Why Choose SECL Group for Helpdesk Software Development?
Our software development team has vast experience in building internal corporate solutions for retail and e-commerce.
Corporate platforms
Our company specializes in building internal corporate solutions
AI integration
We can automate processes with AI integrations
Enterprise clients
We have built customer support solutions for Kia, BAT, and Tennet
Retail and e-commerce
We specialize in building solutions for retail and e-commerce
30+ million SKUs
We have completed e-commerce projects with 30+ million SKUs
10+ million users monthly
We have built e-commerce projects with 10+ million users per month
Vast portfolio
More than 50% of our projects are in retail/e-commerce
Out-of-the-box platforms
We have built or customized helpdesk solutions based on out-of-the-box platforms
Team of 70+ engineers
We have a full-time team of 70+ software developers
Integrations
We can integrate helpdesk software with other corporate systems you use
Third-party systems
We have experience integrating systems like SAP and Salesforce
Fortune 500 clients
We have experience working with Fortune 500 companies
Presence since 2005
We have been active in the software development market since 2005
82% senior engineers
We have an 82% seniority level in our team
Tech stack selection
Having worked with many technologies, we can help you choose those most suitable
Software integration
We have integrated Zendesk, Freshdesk, and Jira Service Management
Our Awards
Authoritative Design Award
Behance Interaction Award
Technologies
We specialize in specific technologies, with the technology stack chosen based on the project’s purpose and requirements
Programming languages:
Web / Frameworks:
Databases / Data storage:
DevOps containers:
DevOps automation:
DevOps CI/CD:
DevOps monitoring:
Testing:
Clouds:
Industries
Core domains we specialize in
Additional domains we have experience in
FINANCE
REAL ESTATE
TRAVEL & HOSPITALITY
AGRICULTURE
MEDIA & PUBLISHING
And experience in over 20 other industries!
Results
Fast and efficient issue resolution
A centralized system for team collaboration
Customer support agents can deal with more tickets
Tracking key metrics for customer satisfaction
Improved communication with customers
Providing self-service opportunities
Enhanced employee productivity
Implementing different support levels based on complexity
Straightforward customer flow
Providing better support and hereby increasing sales
Your customers can get answers to common queries without human intervention
FAQ
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.
SECL Group
USA
3524 Silverside Road 35B,Wilmington, Delaware
19810-4929 info@seclgroup.com + 1 (929) 214-12-70
SECL Group
Netherlands
Herengracht 551,1017 BW Amsterdam
r.schrama@seclgroup.nl +31 (0) 684-55-8776
SECL Group
Sweden
Malmskillnadsgatan 44a,111 57 Stockholm
b.hultman@seclgroup.com +46 (0) 707-74-4190
SECL Group
Ukraine
23 Dmytra Bortnyan-s’koho St., Lviv 79039
info@seclgroup.com +380 (44) 389-90-39
