10 Best Tools for Small Business Customer Service Outsourcing

Running an ecommerce business is like juggling flaming torches—you're constantly balancing marketing, logistics, product development, and of course, customer service. As your direct-to-consumer brand begins to grow, outsourcing customer support might be the relief you need to keep those torches aloft. But where do you start? With a plethora of tools available, finding the right ones can feel like a quest for the Holy Grail.

In this post, we'll introduce you to ten fantastic tools that can help you outsource customer service effectively. These tools are tailor-made for small businesses, especially those in the ecommerce space, looking to enhance their customer experience without breaking the bank. So, grab a cup of coffee, get comfortable, and let's explore the options that could transform how you handle customer support.

1. Zendesk: The Customer Service Veteran

When it comes to customer service platforms, Zendesk is a name that often comes up in conversation. Known for its robust features and flexible integrations, Zendesk offers a comprehensive suite of tools perfect for businesses of all sizes. But what makes it particularly appealing to small ecommerce brands?

• Multi-Channel Support: Zendesk allows you to manage customer interactions across email, chat, social media, and phone—all from a single dashboard.
• Automation and AI: Automate repetitive tasks like ticket sorting or customer query responses with AI capabilities.
• Analytics and Reporting: Comprehensive reports help you understand customer trends and improve service quality.

For example, say you've launched a new product line, and suddenly your support team is inundated with questions. Zendesk's AI can help sort through these tickets, ensuring that urgent issues are addressed first. This kind of efficiency not only reduces customer wait times but also keeps your team from feeling overwhelmed.

That said, while Zendesk offers a lot, it can be a bit pricey for some small businesses. It's worth considering whether the investment aligns with your current needs and future growth plans.

2. Freshdesk: The Budget-Friendly Alternative

If Zendesk is a bit too rich for your tastes, Freshdesk might be the perfect alternative. Known for its affordability, Freshdesk provides many of the same features as Zendesk but with a more user-friendly interface and a price tag that won't make you wince.

• Omnichannel Support: Like Zendesk, Freshdesk combines various communication channels into one platform.
• Team Collaboration: Features like shared inboxes and team huddles help your support team collaborate effectively.
• Self-Service Options: Build a knowledge base to empower customers to find answers on their own.

Imagine your customers want to know how to assemble a product. Instead of waiting for a support agent, they can consult your Freshdesk-powered knowledge base, watch a quick video, and voilà—they’re all set. This not only improves customer satisfaction but also reduces the workload on your support team.

Freshdesk is particularly appealing for small teams looking to scale their operations without incurring hefty costs. Its intuitive design means you'll spend less time training staff and more time delighting customers.

3. Gorgias: Tailored for Ecommerce

Gorgias is like the Swiss Army knife for ecommerce brands. Designed specifically with online retailers in mind, it's packed with features that streamline customer interactions and help boost sales.

• Shopify Integration: Gorgias integrates seamlessly with Shopify, allowing you to manage orders and customer interactions in one place.
• Revenue Tracking: Track which customer interactions lead to sales, providing valuable insights for your marketing strategies.
• Macros and Templates: Use pre-written responses to address common questions quickly.

Consider this: a customer sends an email asking about the status of their order. With Gorgias, your support team can access all the necessary information without leaving the app. They can see order details, shipping status, and even make changes if needed. This level of integration significantly speeds up response times and enhances the customer experience.

Gorgias also offers powerful analytics to help you understand how customer service impacts your bottom line, making it a favorite among ecommerce CX leaders.

4. Intercom: The Conversational Support Powerhouse

Intercom is all about conversations. While some platforms focus on ticketing, Intercom emphasizes real-time communication, making it ideal for businesses that prioritize personal interaction.

• Live Chat: Engage with customers in real-time through a customizable chat widget.
• Automated Messaging: Use bots to answer common questions or route customers to the right team members.
• Customer Data: Access detailed customer profiles to personalize interactions.

Imagine you're running a flash sale and your website traffic spikes. Intercom's live chat feature can handle multiple inquiries simultaneously, ensuring no customer feels ignored. Plus, with automated messaging, you can guide users through their shopping journey, offering help when needed.

While Intercom may have a steeper learning curve than some tools, its emphasis on conversational marketing can be a game-changer for brands looking to build deeper relationships with their customers.

5. Help Scout: The Human Touch

Help Scout takes a unique approach to customer service, focusing on delivering a personal touch without the complexity of other platforms. It's perfect for small teams that want to maintain a human element in their interactions.

• Email-Based Support: Manage all customer inquiries through a shared inbox that feels like a personal email client.
• Docs and FAQs: Create a self-service portal where customers can find answers independently.
• Customer Profiles: Keep track of customer history and preferences for more personalized service.

Imagine a customer has a question about a product's return policy. With Help Scout, you can quickly pull up their purchase history and tailor your response to their specific situation. This level of personalization fosters trust and encourages repeat business.

Help Scout's straightforward design makes it ideal for teams that want to focus on delivering quality service rather than getting bogged down with technical details. Plus, its pricing is reasonable, making it accessible for smaller businesses.

6. LiveAgent: A Comprehensive Support Solution

LiveAgent is like the all-in-one tool you didn't know you needed. It offers a wide range of features that cater to the diverse needs of ecommerce businesses, making it a versatile option for those looking to outsource customer service.

• Ticketing System: Manage all customer inquiries through a centralized ticketing system.
• Live Chat and Call Center: Provide real-time support through chat or phone.
• Social Media Integration: Respond to customers on platforms like Facebook and Twitter from within the app.

Picture this: a customer tweets about an issue they're experiencing with one of your products. With LiveAgent, you can respond directly from the platform, ensuring a swift and coordinated response. This kind of integrated support is crucial for maintaining a positive brand image.

While LiveAgent's wide array of features can be overwhelming at first, its flexibility makes it a worthwhile investment for growing businesses. The ability to handle multiple support channels from one platform can significantly improve efficiency and customer satisfaction.

7. Groove: Simplifying Customer Support

Groove is all about simplicity. Designed for small businesses that want to offer excellent customer service without the fuss, Groove provides a straightforward platform that doesn't skimp on functionality.

• Shared Inbox: Manage all customer interactions from a unified inbox.
• Knowledge Base: Create a self-service resource to reduce repetitive inquiries.
• Customer Insights: Gain valuable insights into customer behavior and preferences.

Think about a customer who frequently contacts your support team. With Groove, you can easily track past interactions and tailor your responses to their needs. This kind of personalization enhances the customer experience and fosters loyalty.

Groove's intuitive design and affordable pricing make it an attractive option for small teams looking to streamline their support process without sacrificing quality. It's an excellent choice for brands that prioritize minimalism and efficiency.

8. Kayako: Bridging the Gap Between Support and Sales

Kayako stands out by connecting customer support and sales, making it an ideal tool for businesses looking to drive conversions through exceptional service.

• Unified Inbox: Manage all customer interactions from a single platform.
• Customer Journey Tracking: Understand where customers are in their journey to provide targeted support.
• Live Chat: Engage with customers in real-time to address concerns and boost sales.

Imagine a potential customer browsing your website, unsure about making a purchase. With Kayako's live chat feature, you can proactively reach out and guide them through the buying process, addressing any concerns they may have. This kind of personalized interaction can be the difference between a sale and a missed opportunity.

While Kayako offers many powerful features, its emphasis on bridging support and sales is what truly sets it apart. For brands looking to convert support interactions into revenue, Kayako is a valuable tool.

9. Tawk.to: Free Live Chat for Budget-Conscious Brands

For brands on a tight budget, Tawk.to offers a completely free live chat solution without skimping on features. It's perfect for small businesses looking to provide real-time support without incurring additional costs.

• Unlimited Agents: Add as many agents as you need without worrying about extra charges.
• Customizable Chat Widget: Tailor the chat experience to match your brand's aesthetic.
• Reporting and Analytics: Track chat performance and customer satisfaction.

Consider a scenario where your marketing campaign brings a surge of visitors to your website. With Tawk.to, you can engage with these potential customers in real-time, answering questions and guiding them towards a purchase. This kind of proactive support can significantly improve conversion rates.

While Tawk.to's free model may seem too good to be true, it offers a range of features that make it a viable option for budget-conscious brands. It's an excellent way to test the waters of live chat without committing to a paid solution.

10. Fullcourt: The Streamlined Helpdesk

Finally, we have Fullcourt, a simple yet powerful helpdesk designed specifically for fast-growing Shopify brands. It's a lightweight, affordable alternative to more complex platforms, offering all the essential tools you need to provide excellent customer service.

• Shared Team Inbox: Manage customer inquiries with ease, ensuring nothing falls through the cracks.
• Self-Service Live Chat Portal: Empower customers to find answers independently, reducing support volume.
• Knowledge Base: Create a centralized resource for common questions and issues.
• AI Customer Support Assistant: Automate responses to routine inquiries, freeing up your team for more complex issues.

Imagine launching a new product and being inundated with questions. With Fullcourt, your AI assistant can handle the initial wave of inquiries, allowing your team to focus on more pressing matters. This kind of efficiency not only improves response times but also keeps your team from feeling overwhelmed.

Fullcourt's intuitive design and affordable pricing make it an attractive option for small businesses looking to scale their support operations. It's an excellent choice for brands that want to streamline their customer service without sacrificing quality.

Final Thoughts

In the quest to deliver top-notch customer service, the right tools can make all the difference. From Zendesk's robust features to Tawk.to's free live chat, there's a solution for every budget and business need. By choosing the right tools, you can enhance your customer experience, drive loyalty, and build a brand that customers return to time and again.

Among these options, Fullcourt stands out as a simple, easy-to-use ecommerce helpdesk built for fast-growing Shopify brands. Designed as a lightweight, affordable alternative to bloated and costly helpdesks, Fullcourt combines essential CX tools in one intuitive platform. Its features, including a shared team inbox, self-service live chat portal, knowledge base, and AI customer support assistant, make it an excellent choice for streamlining your support operations. By integrating Fullcourt into your customer service strategy, you can ensure that your team is equipped to handle the demands of a growing business while maintaining exceptional service quality.