Help Scout makes eCommerce customer service harder
Lacks full customer context
Customer service agents need full customer data in one view to avoid constant tab switching or using other applications.
Automation is painful
eCommerce customer service managers must be able to create rules and automations easily (based on channel, buyer, priority, etc.) to save time. Helpscout setup is painfully slow.
Social channels not table stakes
eCommerce happens on social media. If buyers cannot contact you from their social media accounts, you’re losing business. Based on Help Scout pricing plan, social channels are Plus-only, instead of being table stakes.
Purpose built for eCommerce
Richpanel’s helpdesk and customer service software is built for agents. It surfaces the customer data you need and integrates with your cart, returns app, reviews, subscriptions app, and other parts of your tech stack so that agents can simply focus on resolving complex issues.
More than 50% of eCommerce customer queries are repetitive. But, showing customers FAQ links and using auto-responders does not actually resolve tickets. With Richpanel, your customers can edit, cancel, return orders and manage their subscriptions. All by themselves, without needing agents.
Unified omnichannel inbox for customer service
eCommerce customers seamlessly use email, live chat, social media, SMS, and phones to contact you. With Richpanel, agents can see history across all channels in one inbox. What’s more, agents can even organize their inbox their way, based on channels, urgency, language or type of inquiries.
Not ready to migrate from Zendesk?
If you want to use Richpanel self-service with Zendesk - you can! No need to train your agents on a new tool. Integrate Richpanel on your website. And route unresolved queries to your Zendesk instance.
Help Scout vs Richpanel: Hear from users
Help Scout is a good customer service software. But, their integration with Shopify is not great. Even standard features like Helpscout live chat are difficult to install.
Yes, Help Scout has a number of solid reviews on G2. But, we encourage you to read Helpscout reviews from eCommerce merchants, which are not enthusiastic. In fact, there are only nine Help Scout reviews on Shopify and they have a 3.3 rating despite being available on Shopify since 2014.
Help Scout pricing is certainly much better than Gorgias pricing and Zendesk pricing. We believe Richpanel pricing is ideal for scaling eCommerce companies. Richpanel pricing is built so that you can scale your eCommerce business without proportionate massive increases in helpdesk software costs. Our pricing is simple to understand and gives you certainty.
There are a number of Helpscout alternatives for eCommerce such as Richpanel, Zendesk, Gladly, Gorgias, and Kustomer. They are all good software and likely meet the needs of most customer service teams.
Based on the reviews of existing users on websites such as G2, it appears that Help Scout customer service is quite good. In fact, Help Scout customer service is rated much better than Zendesk and Gorgias customer service, which are both large organizations with a focus on enterprise clients.
Richpanel is probably the best Helpscout alternative if customer service is important for you. Richpanel reviews often mention our incredible support team, apart from our ease of use and great customer service software.
Thank you for your confidence. Help Scout is a good product. We understand migrating from Help Scout can be a big decision. However, we assure you that we will do our best to ensure Richpanel meets your needs.
We would love a chance to earn your trust and business. Please schedule time with us here and we will show you Richpanel and how the migration from Richpanel will work.