How e-commerce businesses use help desk software to rev up their market share

E-Commerce Help Desk Software

Keeping your customers happy and satisfied is a crucial element in creating successful e-commerce and revving up your market share. No matter how effective your marketing strategies are, you cannot increase your customer retention if you do not have efficient customer service.

You have various methods to choose from if you want to increase your customer satisfaction. Thanks to advances in technology, automation tools have been great contributors to businesses of every size. One of the tools that can help you provide better customer service is help desk software. Read more here and learn how you can use help desk software to rev up the market share of your e-commerce business.

Engati help desk software

What is e-commerce customer service?

Traditional customer service and e-commerce customer service are much different from each other. Issues like shipping, return policy, chargeback policy, product related complaints due to the online nature of your e-commerce business are different from what traditional businesses normally experience.

Moreover, there is also the issue of competition in the digital market. One great way to stand out among your rivals is to enhance your customer service. 73% of customers fall in love with a brand and remain loyal to it because of customer service. Therefore, your audience finds it easy to trust you because of your efficient customer service.

What Is help desk software?

Help desk software is an automation tool to facilitate resolving issues for your customers. Using tools like help desk software saves you time and energy so that you can devote the time to more important tasks that need human effort to be done and not AI tools. So, you do not answer the same question twice and everything will be in order.

The help desk software that you choose gives you different options from the others. So, you should check which help desk software suits your e-commerce business best.

How can the use of help desk software rev up your e-commerce business?

Let’s go through the tips on how to use such software if you want a larger market share for your e-commerce business:

1. Recognize ticket trends

A help desk software enables you to find out trends in the tickets that you receive. This is good for saving time and effort because you can create a list of FAQs so that you do not answer the same questions several times.

On the other hand, this is also beneficial for your customers. Instead of wasting time writing a query, they can take a look at your FAQ section and find the answer to their question. So, you will receive fewer tickets which is again another advantage.

Recognizing ticket trends in help desk software is beneficial both for you and your customers or audience. It facilitates the process of ticketing and as a result, people are more likely to convert. Consequently, you can increase your conversion rate and market share.

2. Put providing solutions first

Do you have a multi-channel e-commerce business? Using a help desk software allows you to integrate all your tickets from different channels into one single place. It is a great help to your ticket management because you can see what is the most reported issue from all your channels.

33% of the worldwide respondents in a survey study by Statista stated that they care most about their issue being solved in one single interaction. Therefore, it is important that you quickly recognize what the problem exactly is and provide the right solution to convert many leads. You can instruct your customer service team on how to provide solutions quickly and efficiently. You can optimize content for customer-related issues for quick turnaround time.

3. Increase customer retention

One reason that you should keep your customers satisfied is to increase your customer retention. As converting qualified prospects into lifelong customers is harder than keeping your former customers, it is important to work on customer retention. To grow your customer retention rate, you should enhance your customer service.

A help desk software enables you to ask for your customers’ feedback about your e-commerce business any time they complete a purchase successfully. It not only shows that you care about the satisfaction of your customers but also can make your customers buy from you again.

Customer satisfaction ratings

Moreover, you can also send automated follow-up emails to see if the shopping process was satisfactory. If it has been unsatisfactory, your customer service team can compensate by offering returns, change for alternative products or services, or simply apologizing for the issue and explaining why something has happened.

4. Improve products and services using feedback

One way to rev up your market share as an e-commerce business owner is to improve your products or services regarding the feedback that you receive. The feedback of your customers tells you the advantages or disadvantages of your products and services. You can either stop producing the product and providing the service or eliminate the shortcomings of them. On the other hand, you will know which products or services are worth producing and providing by creating a specific landing page.

If you have not yet considered the feedback of your customers, you are risking your revenues. A help desk software is a perfect tool for telling you what the customers think about your products or services. You can definitely improve your e-commerce business with a careful analysis of your customers’ feedback.

5. Collect helpful feedback

Have you ever thought about the ways you can collect feedback? There are different ways that you can collect helpful feedback from your customers. Sending automated emails, creating online surveys, adding a feedback box to your e-commerce website, asking in the captions of your social media, handing out surveys in the product launch events, using help desk software, etc.

The information can give you insights into how to plan for your e-commerce business. You will know which parts of your e-commerce business need to be improved. Having done the improvements, you will get a larger market share in your industry.

Do your best to make it easy for your customers to contact you in case of any inquiries or issues. For instance, in the case of social media like Instagram, you can add your phone number and email to your business profile or add a clickable link to your Instagram bio. If you do not have a large follower base, you can use Instagram growth services or try 1000 free Instagram followers trial.


If you have efficient customer service, you can survive in the e-commerce market. Customer service is one of the things that can make you stand out in the competitive digital market. If you are looking to increase your market share, it is highly crucial that you improve your customer service using help desk software and other Webnode tools. Regarding the tips mentioned above, you can understand how to rev up your market share using help desk software. Wish you the best of luck!

If you are just planning to expand into the e-commerce market, don’t forget to read the guide on how to create an online store.


I am Parichehr Parsi, a born writer, and a freelance copywriter in the fields of travel, fashion, and Instagram marketing. I currently write for DMPro, Realtormate, and online magazines in Italy and I love reading, writing, and researching. Find me on LinkedIn!