Running a fast-growing ecommerce brand is no small feat, especially when it comes to maintaining top-notch customer support. With customers shopping online 24/7, providing reliable, round-the-clock support is crucial. But how do you ensure your customer service remains stellar as you scale? The right tools can make all the difference.

In this article, we'll go through ten of the best tools that can help you deliver exceptional 24-hour support services. Whether you're a founder or a CX leader, these tools are designed to enhance your customer service capabilities, drive loyalty, and help you build a lasting brand reputation.

1. Live Chat Software

Live chat software is a game-changer for any ecommerce brand. It allows you to provide instant support to your customers, which is crucial for resolving issues quickly and enhancing customer satisfaction. But how do you choose the right live chat tool?

First, consider the integration capabilities. Your live chat software should seamlessly integrate with your existing systems, like your CRM or ecommerce platform. This integration ensures that all customer interactions are recorded and easily accessible to your team.

Another key feature is automation. Some live chat tools offer AI-powered chatbots that can handle basic inquiries, freeing up your human agents for more complex issues. This not only improves efficiency but also ensures that your customers are never left waiting.

Lastly, look for customization options. Your live chat interface should match your brand's look and feel, providing a cohesive experience for your customers. Additionally, the ability to customize canned responses can help your team respond consistently to common queries.

Examples of popular live chat tools include Intercom, Zendesk Chat, and LiveChat. Each offers unique features, so take the time to evaluate which best aligns with your brand's needs.

2. Helpdesk Software

Helpdesk software is essential for managing customer inquiries efficiently. It centralizes all support requests, making it easier for your team to track and resolve issues. But what should you look for in a helpdesk tool?

First, consider the ticketing system. A robust ticketing system will prioritize and categorize inquiries, ensuring that no request falls through the cracks. This is especially important for fast-growing brands that may experience a high volume of support requests.

Another important feature is analytics. Your helpdesk should provide insights into your team's performance, such as average response times and resolution rates. This data can help you identify areas for improvement and ensure that your team is meeting customer expectations.

Integration capabilities are also crucial. Your helpdesk should sync with other tools, such as your CRM and live chat software, to provide a comprehensive view of each customer's history.

Popular helpdesk solutions include Freshdesk, Zoho Desk, and Fullcourt. Each offers a range of features to suit different business needs, so consider what will best support your team's workflow.

3. Social Media Management Tools

Social media is a vital channel for customer support, especially for DTC brands that rely heavily on social engagement. Managing customer inquiries across multiple platforms can be challenging, but social media management tools can help you stay on top of it.

Look for a tool that integrates with all your social channels, allowing you to monitor and respond to inquiries from one central dashboard. This not only saves time but also ensures that no message goes unnoticed.

Another important feature is scheduling. While customer support is crucial, maintaining a consistent posting schedule is also important for brand visibility. A good social media management tool will allow you to schedule posts in advance, freeing up your team to focus on customer interactions.

Additionally, analytics capabilities are essential. Your tool should provide insights into engagement rates and customer sentiment, helping you tailor your social strategy to better meet customer needs.

Tools like Hootsuite, Buffer, and Sprout Social are popular choices for social media management. They offer a range of features to help you manage your social presence effectively.

4. Self-Service Portals

Self-service portals empower customers to find answers to their questions without needing to contact support. This not only improves the customer experience but also reduces the burden on your support team.

When choosing a self-service portal, look for one that allows you to create a comprehensive knowledge base. This should include FAQs, how-to guides, and troubleshooting tips that cover common customer inquiries.

Another important feature is search functionality. Your portal should have a robust search tool that helps customers quickly find the information they need. This is crucial for ensuring a positive self-service experience.

Customization is also key. Your self-service portal should reflect your brand's identity, providing a consistent experience for your customers.

Popular self-service portal solutions include Zendesk Guide, Helpjuice, and Fullcourt. Each offers a range of features to help you build a comprehensive knowledge base for your customers.

5. Customer Feedback Tools

Understanding customer feedback is essential for improving your support services and overall customer experience. Customer feedback tools help you gather and analyze feedback from your customers, providing valuable insights into their needs and expectations.

When choosing a feedback tool, look for one that offers multiple feedback channels, such as surveys, ratings, and reviews. This allows you to gather feedback at different stages of the customer journey.

Another important feature is analytics. Your feedback tool should provide insights into customer sentiment and trends, helping you identify areas for improvement.

Integration capabilities are also crucial. Your feedback tool should sync with your CRM and helpdesk, allowing you to correlate feedback with customer interactions.

Popular feedback tools include SurveyMonkey, Typeform, and Medallia. Each offers a range of features to help you gather and analyze customer feedback effectively.

6. AI-Powered Chatbots

AI-powered chatbots are a great way to provide 24/7 support without overwhelming your team. They can handle basic inquiries, freeing up your agents to focus on more complex issues.

When choosing a chatbot, look for one that can be easily integrated with your existing systems, such as your live chat and helpdesk software. This ensures a seamless experience for your customers.

Another important feature is customization. Your chatbot should be able to reflect your brand's tone and style, providing a consistent experience for your customers.

Additionally, look for a chatbot that offers analytics capabilities. This can help you identify common customer inquiries and improve your chatbot's performance.

Popular chatbot solutions include Drift, Chatfuel, and Fullcourt's AI customer support assistant. Each offers a range of features to help you provide efficient, automated support.

7. CRM Software

CRM software is essential for managing customer relationships and providing personalized support. It allows you to track customer interactions and gather valuable insights into their needs and preferences.

When choosing a CRM, look for one that integrates with your existing tools, such as your helpdesk and live chat software. This ensures that all customer interactions are recorded in one central location.

Another important feature is analytics. Your CRM should provide insights into customer behavior and trends, helping you tailor your support services to better meet their needs.

Additionally, look for a CRM that offers customization options. This allows you to tailor the system to your team's workflow and provide personalized support to your customers.

Popular CRM solutions include Salesforce, HubSpot, and Zoho CRM. Each offers a range of features to help you manage customer relationships effectively.

8. Email Marketing Tools

Email marketing is an important channel for customer support, especially for DTC brands that rely heavily on email communication. Email marketing tools help you manage and optimize your email campaigns, ensuring that your messages reach the right audience.

When choosing an email marketing tool, look for one that offers automation capabilities. This allows you to set up automated email sequences that respond to customer inquiries and provide relevant information.

Another important feature is segmentation. Your tool should allow you to segment your email list based on customer behavior and preferences, ensuring that your messages are relevant and personalized.

Analytics capabilities are also crucial. Your tool should provide insights into open rates, click-through rates, and customer engagement, helping you optimize your email campaigns.

Popular email marketing tools include Mailchimp, Klaviyo, and SendinBlue. Each offers a range of features to help you manage and optimize your email campaigns effectively.

9. VoIP Phone Systems

While digital communication is essential, sometimes customers prefer to speak with a real person. VoIP phone systems provide a reliable way to offer phone support, without the limitations of traditional phone lines.

When choosing a VoIP system, look for one that offers integration with your CRM and helpdesk software. This ensures that all phone interactions are recorded and accessible to your team.

Another important feature is call routing. Your system should allow you to route calls to the appropriate agents, ensuring that customer inquiries are handled efficiently.

Additionally, look for a VoIP system that offers analytics capabilities. This can help you track call volumes, response times, and customer satisfaction, providing valuable insights into your phone support services.

Popular VoIP solutions include RingCentral, Nextiva, and Grasshopper. Each offers a range of features to help you provide reliable phone support to your customers.

Final Thoughts

Providing reliable 24-hour support is essential for fast-growing ecommerce brands. By leveraging the right tools, you can enhance your customer service capabilities and build a loyal customer base.

One tool that stands out is Fullcourt. Designed specifically for fast-growing Shopify brands, Fullcourt offers a lightweight, intuitive platform that combines essential CX tools in one place. With features like a shared team inbox, self-service live chat portal, knowledge base, and AI customer support assistant, Fullcourt can help you provide exceptional support without overwhelming your team. It's an affordable alternative to more complex helpdesk systems, making it a great choice for brands looking to scale efficiently.