Are you looking to enhance the effectiveness of your support and sales teams? Gain a deeper understanding of your clients’ requirements? If you are reading this, you already know the solution – live chat.
Discover the 13 leading live chats for eCommerce. Our comprehensive evaluations cover the prominent services, encompassing their features, installation instructions, pricing, and a comprehensive list of advantages and disadvantages. This valuable information will enable you to make a well-informed choice and select the optimal live chat solution for your eCommerce website promotion efforts.
What Is E-Commerce Live Chat Software?
By utilizing e-commerce live chat software, your team can incorporate a compact live chat tool into your online store. This enables your chat operators to engage with numerous website visitors at once, addressing their routine inquiries and assisting them in making informed buying choices.
Your team can use the majority of current live chat tools to implement advanced chatbots on your eCommerce store. These chatbots have the ability to engage with website visitors in a manner that closely resembles human interaction. They can suggest related products and provide round-the-clock support, even when your team is not available.
What features should you look for in live chat software for eCommerce?
Companies that do not have a chatbot on their websites may lack knowledge regarding the impact of live chats on page ranking and loading speed. However, utilizing this potent tool is crucial in enhancing customer loyalty and driving sales, unmatched by any other method.
Staying connected with your clients is crucial for any eCommerce project, regardless of its nature. Incorporating a support chat into your business offers numerous benefits. One such advantage is the ability to engage in live chat, which allows you to:
- Respond to the burning questions or jump on Zoom calls straight from a live chat for eCommerce.
- Provide seamless communication, no matter where your customers chat with you: on socials, messengers, your website, or by email.
- Grow sales by sharing videos, images, links to products, or valuable instructions.
- Capture, qualify leads and prevent cart abandonment with an automatic chatbot.
- Improve your eCommerce features with post-chat surveys.
- Boost your managers’ response time with canned responses, new customer requests notifications, and knowledge base articles.
- Provide better quality support by automatically routing customers to the most relevant agent, client’s purchase history, previous conversations, and preferences.
- Manage support and sales team workflow with deep insights on their efficiency from live chat analytics.
Be mindful of all these features when selecting software and training live chat agents—you will see results in a short amount of time.
Let’s proceed straight to the overview of the top 13 live chat tools for eCommerce, enabling you to select the most appropriate one without any delay.
13 Best Live Chat Software for eCommerce
Dashly
Designed with the intention of facilitating conversations, Dashly enhances the manner in which businesses interact with their customers. This interactive platform encompasses various features such as a live chat tailored for both online stores and other eCommerce ventures. By leveraging clients’ behavior and interests, this tool empowers businesses to enhance sales through personalized communication.
Features of live chat:
- Inbox to store messages from socials, messengers, email, and a website in a single place. You can categorize communications by tags, channels, and automated conversation routing.
- Automated replies for improved engagement.
- Proactive chat invitation to engage visitors in a conversation.
- Seamless integration with eCommerce CRMs to pass leads to your team automatically.
- Audio and video call with Zoom integration.
- Live chat widget that matches your brand style.
- Chat analytics on sales and support team.
- Lead cards with client data, chat history, and agents’ notes to personalize each conversation.
- Files sharing.
- Mobile live chat.
- In app live chat.
- Canned responses for quicker replies to customer requests.
- Agent access management settings.
- Customer requests notifications for your agents.
- Live chat apps for web, WordPress, iPhone, Android, and Windows.
Dashly’s eCommerce live chat is a comprehensive solution that includes extra features.
- Chatbot for lead capturing, FAQ, and conversation routing to the relevant agents.
- Integrated knowledge base for clients to answer their questions without contacting agents.
- Pop-ups to boost sales, reduce cart abandonment, etc.
- Website visitors behavior tracking, so you have data for upselling campaigns.
- Trigger email campaigns and ready-made campaigns.
LiveChat
If you are looking for top-notch customer support in eCommerce, LiveChat is the ultimate chat solution. With this software, you can effortlessly deliver fast and proactive assistance through chat. LiveChat facilitates real-time communication and enables the configuration of automated, specific messages for visitors to your site, ensuring no potential leads slip through the cracks.
The software has been upgraded to include comprehensive reporting features, tools for managing teams, and a variety of chatbot settings specifically designed for eCommerce businesses.
LiveChat features for eCommerce
- Integrations with 200+ channels, including Facebook Messenger, Shopify, and UPS Delivery status.
- Chat monitoring and transfer to agents.
- File sharing between customers and agents.
- Chat tags and filters.
- Tracking of eCommerce goals and sales targets.
- Sneak peek (you can see the user typing before the message is sent).
- Pre-chat and post-chat feedback and surveys.
- Chat history with filters.
- Offline ticket form.
- Detailed reports and analysis.
- Dedicated WordPress plugin for WooCommerce stores.
- Chats are saved, so you can return to the conversation later.
- Targeted messages for certain visitor behavior.
- Agent collaboration tools.
- Cards with images, headings, and descriptions.
- Chat ratings, reviews, and reports on customer loyalty.
- Branding and customization settings.
Tidio
Tidio combines a live chat for online shopping with a chatbot to enhance real-time communication with customers and increase sales. This eCommerce solution enables you to respond to live chat, emails, and messages from a unified admin panel. It is particularly beneficial for Shopify, as well as eCommerce and small businesses.
Tidio live chat features for eCommerce
- Live chat mobile app.
- Inbox for customer requests from all channels.
- Live Visitors List to see what they are interested in.
- Chatbot for FAQ.
- Automated targeted messages based on visitors’ activity type.
- Integration with apps like Facebook Messenger, Zapier, and Shopify.
- Email response for offline queries.
- Dedicated WordPress plugin for WooCommerce stores.
- Up to 500 scheduled and automated emails per month.
- Sneak preview and monitoring of live visitors (Premium).
- Chatbot Templates (Premium).
Olark
Olark asserts itself as the most direct live chat option for enhancing sales and customer contentment. The program includes a chatbot for gathering qualified leads and amplifying their conversion rate.
Utilizing their live chat feature, eCommerce projects have the ability to effectively engage website visitors without requiring extensive setup time. This feature is particularly beneficial for medium-sized eCommerce projects that prioritize enhancing sales.
Olark live chat features for eCommerce
- Visitor statistics (device, location) and history.
- File sharing.
- Live chat routing and transfer to agents.
- Live chat tags.
- Real-time reports.
- Automatically triggered chat events in Google Analytics.
- Division of chat agents into departments and task management.
- Access management for administrators and agents.
- Pre- and post-chat survey.
- Canned responses.
- Integration with Zendesk, Salesforce, Magento, BigCommerce, and other eCommerce CMS.
- Dedicated WordPress plugin for WooCommerce stores.
DelightChat
DelightChat is designed to serve as a customer support tool specifically for eCommerce projects. Its main objective is to improve conversational efficiency, enabling seamless handling of customer inquiries and ticket processing on a single screen.
DelightChat live chat features for eCommerce
- Integration with Facebook Messenger, Instagram DM, WhatsApp and email accounts;
- Integration with Shopify;
- Analytics ROI;
- Automated replies and ticket actions;
- Self-service widget;
- Shared team inbox;
- Automated ticket assignment;
- Macros and pre-made templates.
Gorgias
Gorgias offers a comprehensive solution for merchants seeking to consolidate customer support, customer service, and live chat support into one convenient dashboard. This solution seamlessly integrates with popular e-commerce platforms like Shopify, BigCommerce, Magento, and WooCommerce. Moreover, Gorgias encompasses a wide range of beneficial features including email integration, autoresponders, ticket management, and more.
With Gorgias live chat, you can effortlessly stay connected with customers through various channels and efficiently handle their inquiries.
Gorgias live chat features for eCommerce
- Ticket management tools;
- Cloud-based helpdesk solution;
- Request assignment;
- Customer history tracking;
- Email integration;
- Autoresponders;
- Live chat templates;
- Integration with eCommerce CMS and social media.
Freshdesk Messaging (formerly Freshchat)
Freshdesk provides a flexible live chat solution for customer support and sales teams to engage with potential customers across various platforms such as websites, mobile apps, and social media pages. This cloud-based CRM tool is also effective in assisting eCommerce businesses with their onboarding and conversion needs.
There are two solutions available: chatbots and messaging, as well as omnichannel communication that incorporates phone and ticket processing.
Freshdesk live chat features for eCommerce
- Versatile inbox for messages across digital channels;
- Targeted proactive messaging;
- Automatic routing;
- Intelligent load balancing;
- Integration with WordPress and Shopify via custom API;
- Chatbot analytics;
- Canned responses.
ProProfs Chat
Those who want to automate their customer service, lead generation, and sales processes will find ProProfs Chat to be the perfect platform. Whether you choose to build chatbots using expert-designed templates or create your own from scratch, these bots are capable of engaging in meaningful conversations, sharing help center articles, and ultimately reducing the number of support tickets.
Recognizing the significance of lead generation for emerging eCommerce ventures, ProProfs allows you to create pre-chat forms that gather valuable visitor details, ranging from email addresses to specific issues experienced. Additionally, you have the option to invite website visitors for a chat depending on their duration of engagement.
The following are the main features of ProProfs Chat:
- See what customers are typing even before they hit send
- Use expert-designed chatbot templates for customer service, lead generation, etc.
- Grow your eCommerce sales with personalized announcements
- Track key metrics such as first response time, missed chats, and more
- Obtain instant feedback with post-chat ratings and surveys
Chatra
By using Chatra, you have the ability to provide live chat support for eCommerce on your website. Integration of your Facebook, Instagram, and email accounts allows for centralized management of customer messages through a unified dashboard.
For convenient access at any time and place, Chatra retains all chat history. Both customers and operators have the ability to view past conversations in order to gain necessary context. Additionally, managers can monitor essential metrics like agent responsiveness and overall customer satisfaction.
The main characteristics of Chatra:
- Leverage chatbots to handle frequently asked questions
- Explore cross-sell and upsell opportunities to boost sales
- Respond to Instagram and Facebook DMs directly from your inbox
- Monitor visitors browsing your website with their current locations
- Use dedicated mobile apps to communicate with customers on the go
Tawk.to
In just a few minutes, Tawk.to enables you to easily establish your chat widget. Additionally, it provides a convenient knowledge base feature, allowing you to share helpful articles with customers and promote self-assistance.
The tool helps you keep a firm tab on your website visitors. For example, you can see which pages they are visiting in real-time, track how often they visit your online store, and monitor the customer journey.
Tawk.to boasts a range of impressive features.
- Use canned messages to share consistent replies with visitors
- Initiate chats proactively with website visitors and app users
- Grab visitor attention with well-designed chat projects
- View what customers are typing with the message sneak-peek feature
- Make sessions more fun and interactive with 1800+ emojis
Formilla
Formilla is a platform for customer communication that provides powerful live chat and chatbot functionalities. This platform allows your customer support and sales representatives to address frequently asked questions, assess potential clients, and access vital customer data all in a single location.
If you are about to release a new product, service, or feature, this tool is here to support you. It enables you to inform website visitors about your announcements and provide onboarding tips to help them understand the benefits of your products.
Formilla’s most notable features are:
- Add operator pictures to foster a real human connection
- Enable browser notifications to never miss a chat again
- View website traffic and visitor location in real-time
- Create custom chatbots to offer round-the-clock assistance
- Receive push notifications right in your smartphone
Pure Chat
Pure Chat, a top tool in the market, provides robust live chat software for eCommerce businesses, enabling your team to engage with website visitors at the opportune moment, resulting in successful customer conversions.
You have the ability to customize Pure Chat to suit your specific requirements, offering a unique live chat experience. On both mobile devices and browsers, you can fully control the appearance and functionality of your chat window.
The key highlights of Pure Chat are as follows:
- Use canned responses to share faster and consistent replies
- Gain context by accessing all chat transcripts in one place
- Assign roles such as Admin, Operators, etc. to team members
- Capture important visitor information with pre-chat forms
- Manage operator availability to calculate relevant performance metrics
Re:amaze
Re:amaze offers an all-in-one solution for online businesses, combining live chat and help desk features. This platform enables your team to conveniently manage various communication channels like live chat, email, video call, SMS, and social media messages in a single platform, allowing them to prioritize delivering exceptional customer experiences.
In addition, the tool offers robust collaboration functionalities, allowing internal support teams to work together through assignments, private notes, and shared views.
Key Features of Re:amaze:
- Share targetted messages with visitors for better engagement
- Customize office hours to let customers know about your team’s availability
- View customer profile data as they chat with you
- Encourage self-service support with insightful topics and articles
- Integrate with popular tools such as MailChimp, Amazon, and Shopify
Jivo Chat
With Jivo Chat, you can consolidate all your communication channels, including live chat, social media, phone calls, and messengers, into one convenient dashboard. Additionally, you have the ability to create efficient chatbots that will alleviate your team’s workload and boost online sales.
By using this online live chat platform, you can effectively monitor the activities and performance of operators. This includes tracking response times, working hours, and other employee actions. Moreover, you have the ability to access and review message traffic across various channels.
Key Features of Jivo Chat:
- Boost sales by connecting Jivo Chat with WhatsApp
- Handle frequently asked questions with powerful chatbots
- Share call-back forms with clients to never miss a lead again
- Speed up your workflow with hotkeys
- Integrate Jivo Chat with Slack, WordPress, and multiple other tools
So, how to choose the best live chat software for eCommerce?
If you are unsure with the numerous options available, you may find it hard to determine the most suitable live chat solution for your eCommerce business. These steps can assist you in figuring out the appropriate choice.
- Estimate your monthly or annual budget for a live chat. Note that you may be charged not for the chat only, but also for additional live chat features. If you run a small eCommerce company, paying per agent may be justified. However, for eCommerce enterprises with an extensive support department, such an approach is not cost-efficient — you’d be better off with an unlimited live chat plan.
- Compare live chats features and make sure they correspond with your list of live chat requirements. If you plan to grow your eCommerce company, make sure this solution can be scaled up to meet your needs. Study the candidates’ pricing plans — they always mention the features for eCommerce included.
- Read reviews online: many of them can help you understand the live chats’ strong and weak sides, the attitude to customers, and the challenges met by eCommerce companies using them.
If you are still unsure, you should think about offering a free trial to observe the effectiveness of the solution for your eCommerce business.
Benefits of Installing Live Chat Software for Your E-Commerce Business
Any live chat tool offers a single tool with multiple advantages.
Let’s immediately explore the various benefits of live chat for eCommerce, which include real-time assistance and automated lead generation.
1. Assist Online Shoppers Instantly
If your team is unavailable to address basic inquiries about product availability, billing, discounts, returns, and more while individuals are browsing your store, you risk permanently losing them as potential customers within seconds.
By using a dedicated live chat window, you can provide individualized attention to every visitor. By promptly addressing all their inquiries, you can motivate them to finalize their shopping carts and boost your sales.
2. Handle Multiple Visitors at the Same Time
Unlike traditional communication channels like the phone, live chat allows agents to handle multiple customers simultaneously.
Live chat enables operators to engage with multiple customers simultaneously. Skilled chat operators can effortlessly manage two to three chat conversations concurrently, presenting an opportunity to boost productivity and elevate the customer experience.
3. Automate With Powerful Chatbots
With an eCommerce live chat tool, you have the convenience of effortlessly creating multiple chatbots using pre-designed templates. These chatbots can be utilized for various objectives such as lead generation, sales, customer service, and additional functions.
Bots are capable of handling a significant amount of repetitive customer queries like “Where is my order?” or “What are your return policies?”. This enables operators to allocate their attention to more urgent tasks.
The following are the ways in which chatbots can assist your team:
- Send proactive messages to engage website visitors
- Interact with customers 24×7, even when your operators are offline
- Share relevant knowledge base articles to encourage self-help
- Create a help desk ticket on behalf of the customer
- Route the conversation to a human agent if the need arises
4. Capture Leads 24×7
If you have visitors coming to your website but not making any purchases, and if you want to improve your website’s conversion rate, implementing a web chat solution could be the ideal solution for you.
One can effortlessly collect visitor information by utilizing a pre-chat form. This form can be customized to incorporate pertinent fields like name, email address, contact number, company name, etc.
Sales executives can access and convert lead information into paying customers by storing it in their preferred CRM tool.
5. Monitor Team Performance
In order to enhance customer interactions and engagement, it is essential to have an understanding of your team’s performance.
You can obtain comprehensive insights into your live chat process through data-rich reports and analytics provided by leading eCommerce apps. These reports can be filtered to analyze the performance of individual operators during any desired time frame.
Below are a few widely used metrics that you can monitor:
- Average response time
- Customer satisfaction rating
- Missed chats
- Average chat duration
- Total number of chats
By closely monitoring these metrics, you can gain insight into the performance of your sales or service teams in handling customer chats and pinpoint any notable areas for improvement.
