What's the best customer support / help desk tool for a D2C brand, and does it need to handle WhatsApp?
The short answer
Gorgias is the category leader because it's built ecommerce-first - order edits, refunds and subscription changes happen inside the ticket instead of a separate Shopify tab - and it bills per ticket rather than per agent, which suits small support teams. In India, WhatsApp is a support channel, not just a marketing one, so a shared-WhatsApp-inbox tool like DelightChat, or the inbox features already inside Interakt/AiSensy, often replaces a generic help desk entirely for lean teams. Choose based on where your tickets actually land: if 70%+ of queries come in on WhatsApp, a WhatsApp-first inbox beats a generic help desk you're bolting WhatsApp onto via an integration.
A quick summary to orient you. The real value is below: the resources worth your time, from people who've actually done it, not us.
Here are the resources
Hand-picked from around the web, each with a note on why it earns your time. India-specific ones carry a badge.
Why we picked it
Gorgias has a vested interest in the support layer, but this guide is genuinely useful as a plain-English map of how commerce core, marketing, support and fulfilment tools should connect - and where a help desk fits into that picture rather than sitting off to the side.
Why we picked it
A straightforward side-by-side of the Indian WhatsApp Business API providers (AiSensy, Interakt, WATI, Gupshup, and more) so you're not picking blind between near-identical pricing pages.
Why we picked it
Built specifically around a shared WhatsApp inbox for Indian D2C support teams, which is what a lot of founders actually need instead of a generic Western help desk with WhatsApp bolted on as an afterthought integration.
