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.

 

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. The help desk system gathers all of the required information and generates a unique ticket number to ensure tracking throughout the support process.

Then, the ticket is routed to the customer support agent based on the nature of request or the employees’ expertise. This ensures that the ticket is managed by the most appropriate agent. The employee can view and manage the ticket from a centralized dashboard. They can add notes, assign the ticket to another person, or give the ticket to a higher-level team if necessary.

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, and provides a self-service portal, where customers can find answers to their questions 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



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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.

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.

Microsoft
Microsoft
Hyundai
Hyundai
Mazda
Mazda
Pepsi
Pepsi
Kia
Kia
Tennet
Tennet
Preston Baker
Preston Baker
Thomas Cook
Thomas Cook
Recipe Plus
Recipe Plus
Danone
Danone
Pivdenny bank
Pivdenny bank
Gravitec
Gravitec

Our company specialises in projects for
Retail & E-commerce

Why Do You Need It

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

Our Standards

In our work we follow such international approaches and standards:

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

Technologies

We specialize in specific technologies, with the technology stack chosen based on the project’s purpose and requirements

Programming languages:

Python
Python
Javascript
JavaScript
Java
Java
PHP
PHP
C#
C#

Web / Frameworks:

Django
Django
Fastapi
FastAPI
Spring
Spring
Hibernate
Hibernate
.Net
.NET
Node.js
Node.js
Express
Express
NestJS
NestJS
Laravel
Laravel
Yii
Yii
Symfony
Symfony
React
React
Vue.js
Vue.js
Angular
Angular
Ext JS
Ext JS

Databases / Data storage:

MySQL
MySQL
PostgeSQL
PostgeSQL
MongoDB
MongoDB
Redis
Redis
A. Casandra
A. Casandra
Elasticsearch
Elasticsearch
Amazon RDS
Amazon RDS
Amazon S3
Amazon S3

DevOps Containers:

Docker
Docker
Kubernetes
Kubernetes
AWS ECS/EKS
AWS ECS/EKS

DevOps Automation:

Ansible
Ansible
Chef
Chef

DevOps CI/CD:

GitLab CI/CD
GitLab CI/CD
Jenkins
Jenkins
AWS
AWS

DevOps Monitoring:

Zabbix
Zabbix
Grafana
Grafana

Testing:

Selenium
Selenium
Postman
Postman
Swagger
Swagger
Apache JMeter
Apache JMeter
Cypress
Playwright
Playwright

Clouds:

AWS
AWS
Azure
Azure
Google Cloud
Google Cloud

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

About Us

70+

Employees

Clients

from Fortune 500

5

Locations

27

Clients from countries

82%

Senior experts

200+

Completed projects

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