Best Omnichannel Support Apps For Shopify in 2024

Zendesk is a multi-billion dollar SaaS company that helps organizations with customer support software. Zendesk comes with a long list of features, integrates with almost all the apps in your stack, and caters to industries from every sector. If you think of customer service software as an industry, Zendesk would be somewhere at the top. 

Pros:

• Zendesk is said to have one of the best live chat tools available in the market. This chat tool comes with an extensive set of features like behavioral triggers, live visitor tracking, chat ratings, file sending, etc.
• It comes with a powerful FAQ building feature where you can store your visitor’s most asked questions and relevant information about your ecommerce store. 
• Besides that, it has a unified communications interface where you can answer your customer queries natively. Zendesk supports platforms such as WhatsApp, WeChat & Facebook.

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Cons:

• Zendesk is heavy, boring, and not intuitive. It can be near impossible to navigate without a demo from a sales rep. 
• Zendesk is quite a generic tool. It’s NOT built for ecommerce brands. Ecommerce brands have very specific needs & their customer support requirements are very distinct and different from other industries. 
• It is really expensive. Their support suite Professional plan costs $89/month/user. 
• You just can’t collaborate with your teammates on Zendesk easily. They have basic collaboration features but that doesn’t facilitate having a seamless conversation.

JivoChat is an all-in-one business messenger that teams use to talk to customers everywhere: live chat, phone, email, and social. Their features aim to boost your support team’s efficiency and communication opportunities.

Pros:

• View who’s visiting, which webpages they are viewing, and which domain they are coming from.
• You can score your chat service quality and use their analytics to identify areas you can improve on.
• See the messages that visitors are typing even before they hit “send.”
• Transfer and invite colleagues to participate in open support chats with customers.

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Cons:

• Many of the key features aren’t available in their free plan. 
• Their per agent pricing model could work out quite expensive if you have multiple agents managing support.
• It doesn't support rules and automation. 
• There have been reviews suggesting that it can be hard to get support to look into and resolve your issues.