We believe there are better options available in this category, read below to learn what this software does well, and what they could do better. ⤵
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The live chat and help desk for growing SaaS teams. Recommended only if you have a full-time support person.
Intercom is great, but is quite expensive for what you get, and it's super live chat focused.
Something I'm regularly reminding small businesses of is that having a live chat has a huge (hidden) cost associated with it, especially as a small team.
It brings with it anxiety of responding (had one client that wouldn't use the restroom out of fear they weren't there to respond to a customer shortly after implementing Intercom into their business.
Yep, it's safe to say that it didn't last very long for their small team, they are no longer using Intercom.
They also charge based on number of contacts and the various components (features) and it gets wildly expensive very quickly.
They are great though and the industry standard for live chat (if you can justify having a few full-time employees to manage your live chat).
The automated CX platform that delights customers, empowers your team, and drives your business forward.
We recommend using a more eCommerce focused help desk like Gorgias that will integrate with your Shopify store.
This is helpful because you can see your customer order history as a part of your help desk. And because eCommerce stores tend to get a ton of volume in support tickets, Gorgias also offers automation tools to auto-respond to common inquiries, improving response times and saving time for your team.
Popular eCommerce brands like Olipop, Steve Madden, and Marine Layer use Gorgias.
For that reason, we rank Gorgias as the best help desk for eCommerce companies due to its deep integration with the best eCommerce software & tools like Shopify.
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