For growing DTC brands, offering stellar customer support can be a game-changer. It’s the secret sauce that turns first-time buyers into loyal customers and sets your brand apart from the competition. But with so many options out there, how do you choose the right tools to enhance your customer experience? Lucky for you, BigCommerce has a plethora of customer support apps designed to make your life easier and keep your customers happy.

In this article, we’ll explore the ten best BigCommerce customer support apps for 2024. Whether you're a founder or a CX leader, these tools will help you deliver exceptional service, increase repeat purchases, and build a lasting brand reputation.

1. Gorgias: Your All-in-One Support Platform

When it comes to customer support, Gorgias is a name that’s hard to miss. This app turns your customer service into a revenue-generating machine by centralizing all your support tickets in one place—emails, social media, live chat, you name it. Imagine not having to juggle between different platforms to answer customer queries. Sounds like a dream, right?

Gorgias offers automation features that can handle repetitive tasks, such as answering common questions or processing refunds, freeing your team to focus on more complex issues. It even integrates with the tools you’re already using, like Shopify and Slack, for seamless operations.

• Centralized Platform: Manage all your customer interactions from one dashboard.
• Automations: Save time on repetitive tasks with automation.
• Integrations: Connect easily with existing systems.

A personal anecdote here: I once worked with a brand that managed to cut their response time by 50% just by implementing Gorgias. The team was happier, and customers were more satisfied—it's a win-win!

2. Zendesk: The Veteran of Customer Support

Zendesk is like the wise old owl of customer support software. It's been around for ages and knows a thing or two about making customers happy. This app offers a comprehensive suite of tools to manage customer interactions across multiple channels.

Zendesk’s ticketing system is robust, ensuring no customer query falls through the cracks. Plus, its analytics feature gives you insights into your team’s performance, helping you fine-tune your strategies.

• Proven Track Record: A trusted name in the industry.
• Robust Ticketing System: Never miss a customer query.
• Analytics: Gain insights into customer interactions and team performance.

While it might not be the newest kid on the block, Zendesk’s features are tried and tested, making it a great choice for brands who need reliability and depth.

3. Re:amaze: Beyond Basic Customer Support

Re:amaze does what its name suggests—it amazes customers with its excellent service. This app doesn’t just stop at live chat; it brings in email, social media, and even SMS under one unified platform.

Re:amaze also offers a unique feature called “Status Page,” which lets you inform customers about any ongoing issues or outages, reducing the number of repetitive queries. Plus, the app's integration capabilities mean you can connect it with eCommerce platforms and other tools for a seamless experience.

• Unified Communications: Manage chat, email, and social media in one place.
• Status Page: Communicate issues proactively with customers.
• Integration-Friendly: Easily connects with existing systems.

For those looking to deliver a consistent and transparent customer experience, Re:amaze provides the tools to make it happen effortlessly.

4. Help Scout: Keeping It Human

Help Scout is perfect for those who believe that customer support should be personal and human. The app's interface is designed to make communication feel like a natural conversation, without the clutter of ticket numbers.

Help Scout offers a shared inbox that allows your team to collaborate on customer queries efficiently. The app also provides detailed customer profiles, giving your team context about past interactions and preferences.

• Human-Centric Design: Focus on personalized communication.
• Shared Inbox: Collaborate easily with your team.
• Customer Profiles: Access detailed customer interaction history.

If your brand's ethos is all about connecting with customers on a deeper level, Help Scout might just be the perfect match for you.

5. LiveChat: Real-Time Interaction

In the age of instant gratification, LiveChat offers the immediacy customers crave. This app allows your team to engage with customers in real-time, providing immediate answers to questions or concerns.

LiveChat isn’t just about chatting; it also offers tracking features that give you insights into customer behavior on your site. This data can help you identify potential issues and address them proactively.

• Instant Communication: Engage with customers in real-time.
• Behavior Tracking: Gain insights into customer behavior.
• Proactive Engagement: Identify and address potential issues early.

If your brand is all about being there for your customers when they need you, LiveChat is a must-have tool.

6. Freshdesk: The Fresh Take on Customer Support

Freshdesk is for those who are looking for a fresh, intuitive interface that makes customer support a breeze. It’s packed with features like AI-powered chatbots, which can handle routine queries and free up your team for more complex tasks.

The app also includes a gamification feature that motivates your support agents by turning tasks into challenges. Who doesn’t love a little bit of friendly competition?

• Intuitive Interface: Easy to navigate and use.
• AI-Powered Chatbots: Automate routine queries.
• Gamification: Enhance team motivation and performance.

With its modern approach to customer service, Freshdesk is ideal for brands looking to keep their support team engaged and efficient.

7. Tidio: Simplifying Customer Engagement

Tidio is a lightweight app that doesn't skimp on functionality. It combines live chat, chatbots, and a messenger app into one cohesive platform, making customer interaction straightforward and efficient.

Tidio’s chatbot feature is particularly impressive, as it can handle initial customer inquiries and route them to the right team members, ensuring that your support team is always working at peak efficiency.

• Comprehensive Features: Live chat, chatbots, and messenger app in one.
• Efficient Routing: Direct customer inquiries to the right team members.
• Cost-Effective: Lightweight yet packed with features.

If you're a growing brand that needs a cost-effective solution without sacrificing quality, Tidio is a fantastic choice.

8. Olark: The Customizable Chat Solution

Olark offers extensive customization options, making it an excellent choice for brands that want their customer support to align with their branding. Whether it's customizing the chat window or setting up pre-chat surveys, Olark gives you the flexibility you need.

Its real-time reporting feature allows you to see how your team is performing and make adjustments on the fly, ensuring that your customer service is always top-notch.

• Customizable Interface: Align support with your brand’s aesthetics.
• Pre-Chat Surveys: Gather customer info before the chat begins.
• Real-Time Reporting: Monitor team performance and make quick adjustments.

For those who want a tailored customer support experience, Olark provides the tools to make it happen.

9. Crisp: More Than Just Customer Support

Crisp offers a unique twist on customer support by integrating features like a shared inbox, live chat, and even a knowledge base into one platform. This approach ensures that customers can find the information they need without always having to reach out to your team.

The app’s co-browsing feature is particularly noteworthy, allowing your support agents to see what the customer sees and guide them in real-time. Talk about taking customer support to the next level!

• Integrated Platform: Combines chat, inbox, and knowledge base.
• Co-Browsing: Assist customers more effectively with real-time guidance.
• Knowledge Base: Empower customers with self-service options.

For brands looking to empower both their support team and their customers, Crisp is a holistic solution worth considering.

10. Kayako: The Multichannel Master

Kayako is designed for brands that need a multichannel approach to customer support. Whether your customers reach out via email, social media, or live chat, Kayako ensures a consistent and uninterrupted experience.

One of its standout features is the ability to view the entire customer journey in one place, providing your team with the context needed to deliver personalized support.

• Multichannel Support: Consistent experience across various platforms.
• Customer Journey Mapping: Gain insights into the entire customer experience.
• Personalized Service: Leverage customer data for tailored interactions.

If your brand prides itself on understanding and meeting customer needs across different platforms, Kayako is a worthy addition to your toolkit.

Final Thoughts

Choosing the right customer support app can feel like a monumental task, but hopefully, this guide has made the process a little easier. From Gorgias’ all-in-one platform to Kayako’s multichannel mastery, there's no shortage of tools to help you deliver exceptional service and enhance customer loyalty.

If you're looking for an ecommerce helpdesk that's lightweight yet powerful, consider Fullcourt. Designed specifically for fast-growing Shopify brands, Fullcourt combines essential CX tools like a shared team inbox, self-service live chat, and an AI support assistant in one easy-to-use platform. Plus, it’s affordable, making it an attractive alternative to more bloated helpdesks.