Let me know what you use for e-commerce customer support

postbrexitandbeyond

Free Member
May 6, 2018
31
3
I'm looking for suggestions on the best e-commerce customer support software, because I'm planning to add it to my store, because at the moment, managing every channel independently has become a real hell and I feel like it is escaping out of my control...

I've been looking into different proposals, and at the moment, Kayako's ecommerce support solution is my favorite, because I like the interface, the tools and the ease of use, which is perfect for me, someone who doesn't like to bother too much with the technical aspect of software.

I'm also considering xsellco, Zendesk and DeskPro, but so far now, Kayako is my favorite. However, I'd like to know your opinions about it and the other options I've listed here. Your feedback will come in handy!
 
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Kayako or DeskPro would be our recommendation. We have worked with both for many years (10ish) and both have been really really good.

Kayako now has 2 versions - Classic (self hosted) and Cloud. DeskPro is more about self hosted. We integrated Kayako with a number of solutions in the past, and it is quite straight forward.

Hope this helps!
 
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antropy

Business Member
  • Business Listing
    Aug 2, 2010
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    www.antropy.co.uk
    at the moment, managing every channel independently has become a real hell and I feel like it is escaping out of my control...
    My personal social media feels a bit like that these days! People messaging on all different channels, whatsapp, facebook, twitter, snapchat, insta etc. etc. Maybe someone should make a personal rather than business version of these!
     
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    HC-Samuel

    Free Member
    Jan 14, 2007
    201
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    You can try Vision Helpdesk advance feature with user-friendly and customizable portal. Presently they are much better than some well-known customer support software with Multi-company satellite feature which non if the above offers and some more unique feature required for today's customer support.

    Be very careful of v5 of Vision Helpdesk as it had a number of showstopper bugs that prevented me from recommending it, including Macros not showing up on the list of Macros despite being created.

    Another one into the mix is Supportpal (its self hosted however). I think of the ones you have mentioned DeskPro is very under rated and its highly configurable and has some great options. The biggest problem with Deskpro is its interface and it could really be doing with a facelift and making some fonts bigger for my old eyes :)
     
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    webhostuk

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  • Jul 26, 2009
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    Ohh really, it seems V5 has just launched a couple of weeks ago and every new version does require few fixes.. even Apple does it :), and these guys do fix issue much better than some of the listed providers, infact we did use Kayako and fixing the issue is a big task. Frankly, I have not found a single support desk company offering quick support like Vision helpdesk.. So I will still recommend.
     
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    HC-Samuel

    Free Member
    Jan 14, 2007
    201
    11
    Ohh really, it seems V5 has just launched a couple of weeks ago and every new version does require few fixes.. even Apple does it :), and these guys do fix issue much better than some of the listed providers, infact we did use Kayako and fixing the issue is a big task. Frankly, I have not found a single support desk company offering quick support like Vision helpdesk.. So I will still recommend.

    I can now second that as I reported the issues to them yesterday and they have fixed them. So pretty impressive.
     
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    webhostuk

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  • Jul 26, 2009
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    I can now second that as I reported the issues to them yesterday and they have fixed them. So pretty impressive.
    Wow, that's fast.. infact this is the reason we like them, being in service industry product quality and support is important for us. And we did not find single customer software giving good support try any software they are not quick in terms of support, we even used WHMCS their support for simple reply takes week or 2 :(.
     
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