First things first, your helpdesk employee should be your best employee. This eCommerce helpdesk guide will help you to know more about the eCommerce helpline. You will also know eCommerce call center or contact center features and eCommerce emergency center services.

You know how messy it can get when your customers face problems with your platform. However, you can solve it by providing eCommerce helpdesk support. eCommerce helplines are designed to make this job a piece of cake.

Suppose you have an excellent eCommerce call center team. In that case, you’ll gain a competitive advantage and keep your customers returning to purchase from you.

You may now think of having an eCommerce contact center but don’t know how? This article will help you figure out your next steps.

Now, let’s get into the basics.

What is eCommerce Helpdesk?

eCommerce helpdesk is a platform where you have a support team who manages your customer requests and pulls data from channels to provide legit information.

You may also be called the eCommerce emergency center.  It also does the following:

  • Manage customer queries from across channels.
  • View all your customer information in one place.
  • Edit and modify orders directly from your dashboard.
  • Collaborate internally with your team on queries.
  • Gain insights into how your team is performing. 

eCommerce helpline is the backbone of managing customer service. It is prepared with tools that streamline customer support on many levels. All of this naturally improves the critical performance metrics of your support operations and directly benefits the business.

IT Businesses can get huge benefits from an eCommerce call center. It’s not only important for customers but also for shoppers and businesses. 

So, let’s take a look at the important of the eCommerce contact center.

Why is eCommerce Helpdesk Important?

During the pandemic, businesses are turning to eCommerce. However, this massive amount of companies may face some problems in understanding something. Therefore, the eCommerce emergency center is here to help shoppers and customers. 

Now, you have an idea of what an eCommerce helpdesk is, so let’s see why you must get an eCommerce helpline:

  • An eCommerce call center can improve customer loyalty and satisfaction.
  • It improves support agent production and cost-per-interaction.
  • Through the eCommerce emergency center, your team can collect customer data.
  • eCommerce helpline can help your customers resolve the majority of their problems.
  • Using an eCommerce call center, your employee can gather detailed analytics based on support performance.
  • It has the ability to help your customer faster. 
  • Your eCommerce contact center team can prioritize the most urgent cases.
  • As you grow, data becomes a necessity. eCommerce emergency center can also store the data for the future.
  • You may use this data to make better decisions for your businesses. 

Benefits of eCommerce Helpdesk

eCommerce helpline can bring a big profit for your business. Your website can make or break your customer’s trust in your business. 

Therefore, eCommerce call centers can become the most powerful tools for your business. So, let’s see how it can become beneficial for your business:

  • You can support multiple customers at a time.
  • An eCommerce contact center will enable businesses to interact with customers from across the globe.
  • Through the eCommerce emergency center, you can respond faster, improving your customer experience and helping you to build a strong link with your clients.
  • eCommerce helpline can boost your business reliability.
  • You can increase the efficiency of your marketing initiatives through the eCommerce hotline.
  • eCommerce call center allows the business to catch the website visitor’s attention. It enhances the chances of converting them into a customer.
  • It also allows website owners to easily monitor each website visitor and instantly provide them with the required services.

Types of eCommerce Helpdesk

There are some different types of eCommerce helpdesks based on the customers’ and businesses needs. Each has benefits depending on your company’s size and customer service. 

So, let’s take a look at different types of eCommerce emergency centers:

  • Enterprise Helpdesk
  • IT Helpdesk
  • HR Helpdesk
  • Web-based Helpdesk
  • Cloud-based Helpdesk
  • Open-source Helpdesk
  • Closed-source Helpdesk

Enterprise Helpdesks

In the eCommerce helpline, there is a specific helpdesk for enterprises. It allows businesses to solve the situation in the workflow of even when the most complex global companies. In addition, it’s suitable for big companies that require to support for internal teams and external customers.

Enterprise help desks manage massive scale and provide a host of benefits. Also, it includes collaboration tools for IT support, asset, account management, and knowledge bases for self-service support.

IT Helpdesk

Users getting benefited from the IT helpdesk with solving technical problems related to devices or software. It is a self-help center. Therefore, users can solve simple issues on their own. They also enable to access IT members who can troubleshoot problems.

HR Helpdesk

Generally, it helps HR to manage and solve employee’s matters, questions, and issues that come in from multiple channels. It saves agents valuable time and allows them to handle more challenging issues.

HR helpdesk also gives team members insight into recurring cases. It helps the team understand and proactively eliminate repetitive issues by establishing new processes.

Web-based Helpdesk

It lets teams manage tickets quickly, access customer data securely, and provide excellent customer service. In addition, a web-based helpdesk is customizable and scalable. So that, your team can tailor the solution to their needs. It can also add features and capabilities as customer service demands increase.

Cloud-based Helpdesk

Cloud-based helpdesk can store data on remote servers owned by your company or a third party. Which can offer crucial benefits for remote work environments. It permits your employees to work anywhere without building, supporting, and maintaining your own data center.

It gives companies flexibility in how and where they use the service. As a result, it’s typically easier to scale up and down based on demand.

Open-source Helpdesk

Companies modify the help desk source code through open-source helpdesk for customization and flexibility. Although it is technically more flexible, only companies with highly skilled programmers can customize the software to suit their needs.

Closed-source Helpdesk

It allows customers a user-friendly and customizable experience with third-party security and support. It is similar to web-based solutions. So, that they can operate and store data on remote servers. 

However, living in the cloud source rather than a company’s private servers can scale up and down based on customer demand.

What is the Future of the eCommerce Helpdesk?

In the future, the eCommerce call center will impact economics and technology. But, first, AI will take the palace on over the technology. Then you don’t need to type for product search on the eCommerce platform. Instead, you can do voice search easily. 

27% of the global online population is using voice search on mobile. And 41% use it to find out what a local business sells. Source: Think with Google

According to the survey, 76% of consumers have already used AR in one way or another, and more than half of those who have yet to try AR say they hope to do so in the future. And the good news is 66% of shoppers who use AR are less likely to return their purchases.

We also find out that predictions say chatbots will become the primary eCommerce contact center tool for about 25% of online organizations by 2027. Your online business can deliver a consistently personalized customer experience across each online sales channel.

Global e-commerce transactions generate $29.267 trillion, including $25.516 trillion for business-to-business (B2B) transactions and $3.851 trillion for business-to-consumer (B2C) sales. And global e-commerce reaches $150 billion. Source: Wikipedia

eCommerce Helpdesk Features

There are some standard features of eCommerce emergency centers. A good eCommerce helpline must have these six essential features. In addition, it helps to make technical support easy for your customers and your eCommerce call center team. 

Let’s see the eCommerce contact center feature those are important for you:

  • Automation
  • Dashboards
  • Live chat
  • Analytics
  • Ticket management
  • Self-service features
  • Automation capabilities
  • Reporting functionalities
  • Third-party integrations
  • Multichannel communication
  • Customer satisfaction survey (CSAT)

How Does eCommerce Helpdesk Work?

You may think about that how eCommerce emergency center work. How do they give services to customers and businesses? Therefore, in this part of the eCommerce helpline guide, you will know the working process.

Here, it is given below: 

  • Suppose a customer wants to contact your business by email, phone, text, web, chat, and social media with questions and issues.
  • Then, a system arranges a ticket for each issue and automatically operates it with a customer’s history, if applicable.
  • These tickets are assigned manually or automatically depending on business rules.
  • After that eCommerce call center team can easily collaborate with other team members for help.
  • When the eCommerce contact center team resolves the issue, they let customers know through their preferred communication channel.
  • eCommerce emergency center administration can create workflows and assign different levels of responsibility to agents.
  • Your eCommerce helpline team can track customer satisfaction scores, internal KPIs, and more with analytics.

eCommerce Helpdesk Process Flow

An eCommerce call center process flow defines all the steps involved in resolving a customer query. This process flow documents how they will be prioritized. 

However, you will also understand how they will be sorted into different categories and resolved them. It defines the workflow within the eCommerce contact center team.

Here, the eCommerce emergency center process flow is given below:

  • Firstly, understand the scope of the service desk
  • Create the process flow
  • Build a knowledge base to support the process flow
  • Configure the service desk software
  • Finally, analyze, iterate, and optimize each and every data that you collect from the customers. 


eCommerce helpline is a useful investment when you’re at the earliest stages of your eCommerce journey. But these benefits make themselves felt more and more strongly as you grow.

You can gather data through the eCommerce call center. Then later you can use it to refine every element of your business. Adopting an eCommerce contact center lets you hit the ground running. 

Your eCommerce emergency center team will be more productive. And your customers can resolve their problems without even talking to support.

eCommerce Helpdesk FAQs

In the final part of the eCommerce helpdesk guide, I will help to give some ideas that people usually ask while building an eCommerce helpline. So, let’s get into the questing part:

What does mean eCommerce helpdesk?

eCommerce helpdesk means providing online business assistance to customers, from making online purchase decisions to solving issues.

What is the difference between an eCommerce helpdesk and customer service?

eCommerce helpdesk software focused on managing a company’s IT resources, and customer service software focused on serving customers.

What are the types of e-commerce?

1. B2C (Business-to-consumer)
2. B2B (Business-to-business)
3. B2B2C (Business-to-business-to-consumer)
4. B2G (Business-to-government)
5. C2B (Consumer-to-business)
6. D2C (Direct-to-consumer)

Why should all eCommerce stores use helpdesk software?

1. Support multiple channels
2. Save time with instant replies
3. Assign tickets to the right person
4. Collaborate with the team
5. Easily modify orders
6. Manage customer reviews seamlessly

This page was last edited on 16 October 2023, at 12:53 pm