Customer service automation software provides high value for e-commerce businesses by improving efficiency, customer satisfaction, and driving cost savings. With many different customer service automation tools available, it can be challenging to decide which one is best for your business. Here’s an overview of the top software tools currently available.
Why every e-commerce business needs high-quality customer service automation
The e-commerce market is growing rapidly, making automation crucial for operations. Giants like Amazon and AliExpress offer competitive prices, fast shipping, and decent customer support.
While it's hard to compete on price, improving customer experience through AI and automation can give you an edge. Did you know that 89% of consumers are more likely to make another purchase after a positive customer service experience? By using the right software, you can enhance customer experience, cut costs, and improve efficiency simultaneously.
Categories of e-commerce customer support automation software
There are multiple ways to implement customer service automation. Support automation software can be categorized based on specific tasks they automate. Here are the different types:
- Chatbots and virtual assistants: Handle customer inquiries, provide responses, and guide customers through issues.
- Help desks and ticketing: Manage support tickets and customer questions, ensuring issues are tracked, prioritized, and resolved.
- AI-powered tools: Use AI to provide support teams with information, answer suggestions, translations, and sentiment analysis.
- Omnichannel support: Automate campaigns, customer messages, and follow-ups focused on engagement and support.
The best 11 customer support automation software tools for e-commerce businesses
Evaluating software can be difficult, and making the wrong decisions can be an expensive mistake. No worries, this article is here to help you choose the best tools for your business. Here are the top tools evaluated based on their capabilities, user reviews, and implementation of AI.
1. Neople
Neople is an AI agent built for e-commerce support teams. Unlike basic chatbots or AI plugins, a Neople functions like a real team member working in all your preferred tools and systems.
Every Neople is trained on your company’s documentation, tools, and customer interactions, so they know what to say, how to say it, and where to find the right answers. With Neople Studio, team members can manage workflows, fine-tune the tone of voice, and monitor performance—all without writing a single line of code.
As your team continues to work with their Neople, they improve based on feedback and real-world usage. Whether you're scaling support, dealing with seasonal peaks, or working across multiple platforms, a Neople works wherever you work.
Your new favorite AI colleague fits right into your existing environment, from Zendesk and Freshdesk to Slack or Teams and many more integrations.
Website: Neople
Category: Virtual assistant
Key features:
- AI-generated responses trained on company data
- Smart task automation for repetitive tasks
- Summarizes tickets and retrieves customer/order information
- Multilingual support with customizable tone of voice
- Neople Studio control panel to configure TOV, upload new documentation and track performance
- Feedback loop for continuous learning and quality improvement
- Proactive suggestions and insights from internal data
- Integrates with major e-commerce platforms and support systems
- Built-in analytics on AI effectiveness and team edits
- Designed for privacy and compliance (ISO 27001, GDPR)
“Neople showed us that there is a way to implement an AI agent very efficiently, with low effort, in four weeks and to achieve a great result.” - Moritz Wahrlich, Director of Operations at Holy
2. Zendesk
Zendesk is a tool that helps companies manage customer support. It brings all customer interactions such as emails, chats, and social media messages into one place, making it easier to respond quickly and effectively.
Zendesk uses AI to automate responses, sort customer questions and predict what customers need to speed up support and make it more personalized.
Website: Zendesk
Category: Help desk and ticketing software
Key features:
- Unified interface for all customer interactions
- AI automation for answers and sorting
- Omnichannel support via email, phone, chat, and social media
- Self-service knowledge base
- Custom workflows to tailor processes
- Analytics and insights in customer service performance
- Integrates with CRM tools, e-commerce platforms, communication tools, marketing automation and more
3. Freshdesk
Freshdesk is a product of Freshworks. It’s cloud-based customer support software that helps businesses manage their customer service operations. Freshdesk organizes all customer questions from multiple channels in one place, helping support teams respond quickly and effectively.
Freshdesk uses artificial intelligence (AI) to automate responses, prioritize customer tickets, and provide suggested solutions, making customer support faster and more efficient.
Website: Freshdesk
Category: Help desk and ticketing software
Key features:
- Ticketing system for multiple channels
- Automation of repetitive tasks such as ticket alignment
- Collaboration tools for support teams
- Self-service knowledge base and forums
- Analytics and reporting on support performance and productivity
- AI and machine learning to suggest responses and automate workflows
4. LiveAgent
LiveAgent is customer support software designed to help businesses manage all their customer interactions. It offers tools for live chat, ticketing, call centers, and social media support. The software aims to improve efficiency and customer satisfaction by organizing communications and providing various support channels.
LiveAgent offers a few AI-features to improve the overall level of support.
Website: LiveAgent
Category: Help desk and ticketing software
Key features:
- Ticketing system for multiple channels
- Live chat with AI
- Built-in system for managing customer calls
- Support communication through social media channels
- Self-service knowledge base
- Automation and rules for streamlined workflows
- Reporting and insights into performance metrics
- AI answer assistant
5. Help Scout
Help Scout is a customer service platform designed to help businesses manage customer communications effectively. It offers a range of tools, including a shared inbox, knowledge base, and live chat, to facilitate seamless customer support. The platform supports personalized customer interactions and efficient team collaboration.
Help Scout uses AI to provide suggestions and automate routine responses, improving the efficiency of customer support operations.
Website: Help Scout
Category: Help desk and ticketing software
Key features:
- Shared inbox for emails
- Email creation with AI drafts
- AI assistant for improving messages
- Self-service knowledge base
- Live chat
- AI-powered summaries of messages
- Proactive messaging with targeted messages to customers
- Detailed reports and analytics on customer interactions and team performance
6. Tidio
Tidio is a customer service platform that provides live chat, chatbots, and a help desk solution designed to improve customer communication and support. It's suitable for businesses looking to engage with their customers in real-time and streamline their support processes.
Tidio includes AI-powered tools such as the Lyro AI Chatbot.
Website: Tidio
Category: Chatbots and virtual assistants
Key features:
- AI chatbot
- Live chat with shared inbox
- Multichannel helpdesk and ticketing
- No-code automation flows for lead generation
- Analytics to track performance insights
7. eDesk
eDesk is a customer service platform tailored for e-commerce businesses. It centralizes customer support messages from various sales channels into one inbox, making it easier for teams to manage and respond to inquiries. eDesk also includes tools for automating repetitive tasks and improving productivity with AI-powered features.
eDesk integrates with multiple e-commerce platforms, enabling businesses to provide efficient, high-quality customer support while streamlining their workflow.
Website: eDesk
Category: Help desk and ticketing
Key features:
- Unified inbox for multiple sales channels
- Personalized responses with customer, product, and order information
- AI automations for responses and repetitive tasks
- Collaboration tools to improve team coordination on issues
- Detailed insights into performance metrics
- Feedback module to send selective review requests
8. Intercom
Intercom is a customer service platform designed to facilitate communication between businesses and their customers. It provides tools for live chat, messaging, and customer support management, focusing on real-time engagement and personalized interactions.
The Intercom platform is powered by AI, using an AI agent to get answers and provide insights to support leaders.
Website: Intercom
Category: Omnichannel support
Key features:
- Live chat and messaging
- Self-service knowledge base
- Unified inbox to manage customer messages
- Workflows and automations for routine tasks and responses
- Reporting and analytics on customer interactions and team performance
- AI agent to provide answers
- AI copilot for real-time suggestions
9. Trengo
Trengo is a customer engagement platform designed to streamline communication by combining all customer interactions in one place. It supports multiple channels like email, social media, WhatsApp, and live chat, making it easy to manage and respond to inquiries efficiently.
Trengo uses AI to offer a bot that functions as a digital teammate, handling repetitive conversations and driving sales.
Website: Trengo
Category: Omnichannel support
Key features:
- Multichannel inbox to combine messages from multiple platforms
- No-code chatbots and automated workflows for repetitive tasks
- Team collaboration for faster and more effective responses
- Analytics and insights into customer interactions and team performance
- AI HelpMate bot to answer common questions and assisting customers
10. Gladly
Gladly is a customer service platform that focuses on providing personalized support. It unifies all communication channels, such as voice, email, SMS, and live chat, into a single conversation view. This approach helps create frictionless and efficient customer interactions.
Gladly combines human interaction with AI to improve customer service for leading consumer brands.
Website: Gladly
Category: Omnichannel support
Key features:
- Unified conversations in one thread
- Multichannel support via voice, email, SMS, live chat, and social media
- AI tools for automation, routing, answer suggestions, and insights
- Detailed customer profiles for personalized support
- Insights into customer service performance and efficiency
11. Richpanel
Richpanel is a customer service automation tool built specifically for e-commerce businesses. It combines live chat, helpdesk, and self-service features to streamline support and reduce ticket volume.
Richpanel’s standout feature is its self-service portal, which empowers customers to resolve their own issues using data from your store. The software offers integrations and automation workflows that help support teams manage customer inquiries efficiently and personalize responses at scale.
Website: Richpanel
Category: AI-powered tools
Key features:
- Unified inbox for chat, email, social, and marketplace messages
- Self-service portal powered by order and customer data
- AI assistant for automated responses
- Workflow automation for routing, tagging, and responding to tickets
- Agent productivity tools like quick replies, templates, and customer timelines
- Analytics on team performance and ticket deflection
- CRM view with customer purchase history and conversation context
The biggest benefits of customer service automation software
77% of consumers consider the difficulty of reaching an agent. It’s one of the biggest issues with customer service today. We can state it’s worth investing in resolving it. Automating customer service allows you to stay competitive, meet rising customer expectations, and efficiently handle the growing volume of online orders and inquiries.
Still not sure if software can generate a positive ROI? Stop doubting, here are the key benefits of using customer service automation tools:
- Improved efficiency and speed
- Reduced labor costs
- Decreased handle times and response times
- Scalability without increasing headcount
- Consistent and personalized customer service
- Increased productivity
- More insights into data
- It becomes easier to deal with seasonality
- Reduced human errors and increased accuracy of answers
- Customer retention and loyalty
- Happier and more loyal support teams
How to select customer automation software for your online store?
Now that you know which tools are popular in the market, it’s up to you to decide which solution suits your business best. Use these selection criteria to guide your choice:
- Integrations: Review the software's integrations to ensure compatibility with your existing e-commerce platforms and other tools. The more information you can connect, the better the automation quality.
- Automation features: Identify must-have versus nice-to-have features. If you offer a chatbot, ensure the software supports it. Determine where new software can provide the most improvement.
- AI capabilities: Look for advanced AI features. Properly trained AI can positively impact your brand, so choose a solution that allows for effective training.
- User interface: Evaluate how user-friendly the software is for your team.
- Scalability: Ensure the software is a long-term investment that can grow with your business.
- Analytics and reporting: Assess the software's analytics capabilities to monitor team performance and understand the ROI.
- Customer support and onboarding: Consider the level of support and onboarding provided. Better support ensures the software works effectively for your team from the start.
These criteria can help you shortlist tools that best fit your business needs. To avoid making the wrong decision, request demos for 1-3 tools that seem promising. Demos allow you to see the software in action and ask important questions related to your business operations.
Why Neople is the best customer service automation solution for e-commerce businesses
Many AI solutions promise automation but fall short when it comes to soft skills. In e-commerce, it's not just about responding quickly. You need to provide the right answer, in the right tone, at the right moment—every time.
82% of U.S. and 74% of non-U.S. consumers want more human interaction. That’s exactly what Neople is built for. Our AI agents handle repetitive tasks, retrieve order information, and craft on-brand responses, allowing your team to focus on the complex cases that truly need a human touch. The result? Faster replies, happier customers, and a more motivated support team.
Instead of expanding your team to manage growing ticket volumes, a Neople helps you scale support while keeping quality high. With Neople Studio, your team stays in control. You can train your AI with real documentation, set the tone of voice, manage workflows, and track performance with clear insights.
Neople combines speed, accuracy, and brand alignment across all your channels. That’s how our customers reduce first response times by 42%, cut time per ticket by 35%, and see CSAT scores rise by over 10%.
Ready to give your support team superpowers? Book a free demo and discover how Max, Emily, or Bob can help you automate support and deliver a better customer experience and more joy to your team.
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