E-commerce customer service platforms provide omnichannel support tools including ticketing systems, live chat, email management, phone integration, and self-service knowledge bases. Features include automated ticket routing, canned responses, customer history tracking, SLA management, team collaboration, chatbots, sentiment analysis, and performance analytics. These systems integrate with e-commerce platforms to access order data, process refunds, and provide contextual support.

Revenue structure: (1) Per-agent pricing from $15-$89/agent/month based on features, (2) Tiered plans with increasing capabilities, (3) Additional charges for premium channels like phone and SMS, (4) Chatbot and automation add-ons, (5) Knowledge base and self-service portal fees, (6) Integration marketplace commissions, (7) Professional services for setup and training, (8) Enterprise plans with custom pricing and dedicated support. Many providers offer free trials and entry-level free tiers.

• First Response Time

  Time to first agent reply

• Ticket Resolution Time

  Average time to resolve issues

• Customer Satisfaction

  Post-interaction CSAT score

• First Contact Resolution

  Issues resolved in one interaction

• Self-Service Deflection

  Tickets avoided via knowledge base

• Agent Utilization

  Active time on tickets

Zendesk, Freshdesk, Gorgias, Help Scout, Intercom