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Help 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.

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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
Assigning tickets to employees
Pre-written responses
Customizable ticket templates
Customer feedback management
Problem management
Tracking and analytics
Call routing
Ticket prioritization
Screen sharing
Escalation management
Communication channel integration

Email management
Ticket transfer
Ticket deflection
Individual ticket queues
Asset management
Service catalog
Knowledge base
Self-service capabilities
Third-party software integrations
Multi-language support
Chatbot integration

Ticket automation
Time tracking
Live chat integration
Team collaboration features
Project management
Multi-channel support
Call recording
Ticket submission forms
Role-based access
File sharing
Website integration

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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.

Project planning

We estimate tasks, plan our resources, and set priorities.

Team:

Project Manager

Business analysis

We analyze the client’s current platform, look for improvement areas, and create task specifications.

Team:

Project Manager
Business Analyst

UI/UX design

We create interfaces for different user groups.

Team:

Project Manager
Business Analyst
UI/UX Designer

Back-end development

We develop the server side.

Team:

Project Manager
Business Analyst
UI/UX Designer
Back-end Engineers
Manual QA Engineers

Front-end development

We develop the user side.

Team:

Project Manager
Business Analyst
UI/UX Designer
Front-end Engineers
Manual QA Engineers

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

Testing

We perform manual, automated, unit, and integration testing.

Team:

Project Manager
Manual QA Engineer
QA Automation Engineer
Back-end Engineers

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

Why Do You Need It?

Help desk systems are necessary in cases where a company has a large customer base and there is potential for a high volume of questions from them. This can lead to high support expenses, inefficient support, and negative experiences and reviews. Implementing a system will be beneficial 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

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Our 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