Best Ecommerce Platforms for Customer Support

The customer support of ecommerce platforms allows you to seek assistance regarding problems and challenges you’re facing with your online store. Technical issues, broken links, failed transactions, whatever the case may be. Sometimes, just scrolling through the FAQs can provide you with the necessary information. They are a collection of commonly asked questions from other users and well-tailored responses, but sometimes that’s not enough.

Let's dive into analyzing what makes the best ecommerce customer support service and how to choose the best option for your business needs.

What Makes the Best Customer Support for Ecommerce Platforms?

The best customer support should answer your questions and solve the issue you are having on time and without much back and forth. The variety of problems with ecommerce platforms is large. It can be anything, from the software side or billing issues with your plan to more complex topics that evolve your customers or shipping partners. For all that, it’s important to receive prompt replies and have people from different departments help you with their expertise. Nothing is worse than talking to someone as overwhelmed with the issue as you are.

When selecting the best providers in terms of support, we primarily focus on the following aspects.

Response Quality

We measure this attribute with the broad experience and helpfulness of the support. Most importantly, we rate the time it takes to receive responses from ecommerce platforms and if the support could give us a sufficient answer. A timely response is only as valuable as the answer itself. To evaluate this, we use a standardized set of questions and see if each answer is helpful or not.

Channels

The channels, in this case, refer to the tools of communication the platform uses to interact with you. We categorize all practical communication tools under this attribute, analyze them against each ecommerce platform, and note the presence and absence of the different channels (Phone, Live chat, FAQs, and Email).

Going further, here’s some information about the different communication channels most ecommerce platforms use for customer support.

Phone

Does the platform provide reachable telephone lines for technical support? As telephone lines are the best and most effective way to get immediate customer support, platforms that provide a strategy for customer interaction through phone calls are highly recommended as they help you get your problems across and get a solution quickly.

FAQs

Does the FAQ section help? Is it comprehensive enough to solve a broader range of problems? FAQs are designed to be a one-stop solution to many commonly asked questions. Platforms that provide FAQs as a customer support tool manage to aid in solving problems and answering questions without you having to reach out to customer care representatives.

Live Chat

Ecommerce platforms that provide customer support through live chats allow you to communicate your problems directly to the technical support team. This feature creates a casual situation and enables you to express yourself more freely and share your purpose better with speedy response and aid.

Email and Tickets

Emails and tickets allow you to directly reach the support team of ecommerce platforms with complaints or questions by sending a single message. Unlike the live chat and phone features, emails can sometimes be slow.

Customer Reviews

As part of our support score, we also include thousands of user reviews to evaluate the customer support of all ecommerce platforms. The data is based on short surveys among different categories and only comes from actual users of the respective platforms.

To comprehensively analyze what makes an ecommerce platform the best in customer support, we combine the scores of each attribute and calculate the overall support score that forms the best providers for this category.

10 Ecommerce Platforms with the Best Customer Support

How to Choose an Ecommerce Platform with Excellent Customer Support

Choosing the best ecommerce platform involves you as the user and your preferred means of communication. Aside from this, it’s also advisable to consider how long you can wait to get an answer. The response is almost immediate for phone and live chat, but the same cannot be said for emails. Reaching out to a platform's customer support team about a problem or challenge and having them respond and resolve the issue within 24 hours is the optimal case. It is why response time and quality are the most significant in choosing the best ecommerce platform for customer support.

Aside from the support, you should ensure that your preferred platform offers all the features you need to run your online store successfully. If you still aren’t clear on which ecommerce platform to choose? Check out our comparison tool and finder tool for more assistance.