Hi Ashleigh,
Marvin here from Reamaze! We provide a simple, intuitive, and flexible helpdesk platform for Shopify specific clients (http://www.reamaze.com or https://apps.shopify.com/reamaze). If you're open to trying us out I'm sure you'll find many features that suit just what you're trying accomplish.
For businesses in the growth phase we recommend a lightweight system in terms of usability (just like email if not simpler) but packed with tools designed for growth. For example, we offer multi-channel support (email, social media, Live Chat), knowledge bases, workflows, response templates, integrations with lots of other apps (Stripe, Slack, etc.) and lots of industry standard features.
Beyond that, Reamaze for Shopify can be fully embedded. This means you can deploy any of our widgets right on your site. This makes your customers' support experience more native and less jarring. No more copying and pasting email addresses. They just click on a button to chat or message you. You can also embed knowledge bases anywhere! http://blog.reamaze.com/2015/03/11/how-to-reamaze-shopify/
If you're interested in finding out more about our platform please feel free to email me directly at marvin@reamaze.com. I'm also happy to provide you with a free copy of our full length eBook to help you get started! Just send me an email and I'll send you a PDF copy! Here's a primer on that book: http://www.reamaze.com/resources/7-customer-support-statistics
Thanks!
Marvin @ Reamaze