Are you in search of the top live chat software for ecommerce stores?
Furthermore, by using live chat software, companies can provide enhanced support and boost sales at a lower cost. Additionally, the utilization of a dependable chat service enhances customer satisfaction and bolsters the reputation of the brand.
Firstly, we will discuss the essential features to consider when seeking a live chat solution for ecommerce. Subsequently, we will showcase four top-rated live chat tools designed specifically for online stores.
What Is E-Commerce Live Chat Software?
Your team can enhance your online store by utilizing e-commerce live chat software. This software enables chat operators to engage with various website visitors at the same time, allowing them to address common queries and assist in making informed purchasing choices.
Your team can utilize modern live chat tools that enable the deployment of advanced chatbots on your eCommerce store. These chatbots are capable of engaging with website visitors in a manner similar to humans, suggesting complementary products, and providing round-the-clock assistance, even when your team is not available.
14 Best Live Chat Software/Apps for E-Commerce in 2023
Are you in the process of finding the top live chat software for ecommerce stores?
Additionally, increased sales and improved customer support can be achieved through the utilization of budget-friendly live chat software. Moreover, implementing a dependable chat service elevates customer satisfaction and enhances the standing of the brand.
Firstly, we will discuss the features to consider when selecting a live chat solution for ecommerce. Following that, we will showcase four top live chat tools for online stores.
1. LiveChat
LiveChat is a comprehensive customer support platform that is considered one of the leading live chat software options for ecommerce.
What are the best ecommerce features?
- 200+ integrations such as Shopify, Facebook Messenger, and UPS Delivery status
- Chat monitoring and chat transfer
- Two-way file sharing between agents and customers
- Filterable chat tags
- Canned responses
- Sneak peek
- Tracking ecommerce goals/ sales targets
- Pre-chat and post-chat survey forms
- Chat history that’s filterable
- Offline ticket form
- Extensive reporting and analysis
- Dedicated WordPress plugin for WooCommerce stores
This is the best live chat software for:
LiveChat offers a variety of features and plans that cater to different budgets. This makes it ideal for ecommerce websites because of its goals and sales tracker, file sharing, analytics, and lead generation capabilities. Additionally, it becomes even more appealing because you can add the chat widget to as many websites or apps as you desire with just one license.
2. Tidio Chat
Tidio Chat includes a range of features that can benefit your ecommerce website, such as a Shopify chatbot. It is a great choice, particularly if you desire AI intelligence to replace human agents.
What are the best ecommerce features?
- Sneak preview and live visitors monitoring (Premium)
- New incoming visitor notification (Premium)
- Chatbot templates (Premium)
- Easy-to-set automated messages targeting visitors based on activity type
- Unlimited chatting with chatbots with up to 100 unique visitors per month
- Integration with apps like Facebook Messenger, Zapier, and Shopify
- Dedicated WordPress plugin for WooCommerce stores
- Store visitor info such as tags, location, preferences, and more
- Email response for offline queries
- Up to 500 automated and scheduled emails per month
This is the best live chat software for:
For ecommerce websites that are reluctant to invest in live chat services, the forever free plan provides all the necessary features to support small and even some medium-sized businesses. Additionally, it offers the majority of essential chat services at the most competitive prices. Furthermore, this plan allows you to incorporate it into multiple websites as well.
3. Olark
Olark simplifies the process of interacting with customers, enabling you to gain knowledge and enhance your skills through online conversations.
What are the best ecommerce features?
- Collects visitor details like location and device, maintains visitor history
- Chat transfers
- Chat transcripts
- File sharing
- Chat tagging for analytic purposes
- Automatically add chat events to Google Analytics
- Organize chat agents into departments and monitor activity
- Pre and post-chat survey
- Chat routing
- Canned responses
- Automate chat greeting, chat initiation on triggers
- Automate chatbox behavior based on visitor behavior
- Chat agent user roles – basic access and administrative access
- Enable desktop notifications of new chats
- Integration with Zendesk, Salesforce, Magento, BigCommerce and more
- Dedicated WordPress plugin for WooCommerce stores
- Add-ons for co-browsing, removing Olark branding, and visitor insights into social and professional profiles
This is the best live chat software for:
Olark is a suitable option for businesses that aim to expand, as it aids in lead generation, sales enhancement, and offers live chat support. Additionally, it can be utilized across multiple domains.
4. Freshchat
Freshchat is a cloud-based CRM with a specific focus on three key areas.
- Conversion
- Onboarding
- Customer support
You will have the ability to engage with customers through web, mobile, or social media platforms.
What are the best ecommerce features?
- Triggered messages or email campaigns based on customer-specific behavior
- Bots to help with lead generation
- Rich messaging to share files, videos, and FAQs
- Clearbit integration to know your customer without requesting for details
- Segment users based on geography or behavior for targeted action
- Reengage with users on mobiles with push notifications
- Chat routing based on agent competence and load
- Integration with top marketing and customer support software
- Co-browsing and screen sharing
- Smart plugs to pull information from Team Inbox to engage customers with context
- Chat transcripts
- Create a ticket from chats
- Conversion report, label report, and team performance report
This is the best live chat software for:
Freshchat offers four different plans to accommodate businesses of all sizes, ensuring that no one is excluded. Even the free plan is far from basic, as it includes a wide range of features such as rich messaging, agent groups, bulk actions, 100 campaign contacts, and more. Additionally, Freshchat provides APIs for custom integrations and the ability to scale using the Freshworks platform, making it suitable for large enterprises with high volume requirements.
5. DelightChat
With DelightChat, you can connect with your online shoppers on various channels, such as email and live chat, and also keep track of customer conversations on WhatsApp, Facebook, and Instagram.
By utilizing this eCommerce live chat platform, you have the ability to promote your products and services directly to your desired audience through WhatsApp. You can employ the Official WhatsApp API to distribute broadcasts to your customer roster. Take advantage of customized message templates and achieve a marketing ROI of up to 26 times.
Key Features of DelightChat:
- Share automated notifications for order confirmations, product reviews, etc.
- Reply to comments on your Instagram posts or ads
- Manage online orders with the Shopify integration
- Add a self-service widget to allow customers to track their online orders
- Create pre-made response templates for common queries
6. Gorgias
Gorgias, a solution for customer service and engagement, is suitable for eCommerce businesses. By incorporating a chat widget that loads quickly, you can promptly address customer issues to prevent them from escalating into tickets.
The tool enables customer service operators to access comprehensive information directly from their help desk dashboard. As an illustration, they can make changes to online orders, issue refunds to customers, and update subscriptions in just a few minutes.
Listed below are the main features of Gorgias:
- Access your product catalog and shopper history in one place
- Set up a chat campaign to automatically message website visitors
- Route chat requests to the right operators in your team
- Offer self-service options to customers from inside the chat window
- Create a ticket when your operators aren’t available to take chats
7. Tidio
Tidio allows you to incorporate live chat into an eCommerce store in order to improve customer engagement and support. The shared inbox feature enables operators to handle communications across various channels including your business website, Facebook Messenger, Instagram, and others.
Furthermore, the tool has the capability to aid you in engaging with visitors of your website, providing proactive customer service, and diminishing your rates of shopping cart abandonment.
Some of the key features of Tidio are:
- Integrate with the leading eCommerce platforms – Shopify and BigCommerce
- Track the behavior of website visitors and the pages they visit
- Get visitor notifications to offer proactive customer service
- Grow your online sales by sharing top deals and ongoing offers
- Interact with customers on the move with Android and iOS mobile apps
8. Olark
With Olark, it is possible to send proactive messages to website visitors who meet specific criteria, inviting them to chat just when they are considering making a purchase.
By thinking step by step, the following text can be rephrased without adding or removing information, while maintaining the same meaning: – Transcripts of past chats can be accessed by live chat operators in order to personalize current conversations. – With its out-of-the-box customization capabilities, the live chat window can be easily adjusted to visually match your website.
Key Features of Olark:
- Easily sort, filter, and access your chat transcripts
- Show or hide your chat box based on visitor availability
- Monitor metrics such as chat volume, customer satisfaction, and agent activities
- Connect Olark with Google Analytics and WordPress
- Give your operators a shared database of canned responses
9. Chatra
With Chatra, it is possible to provide eCommerce live chat support on your website. You have the ability to link your Facebook, Instagram, and email accounts in order to handle customer messages from a centralized dashboard.
Chatra keeps a record of all your chats so that you can access them anytime and from anywhere. Both customers and operators have the ability to view the conversation history in order to understand the situation better. Additionally, managers can track essential metrics like agent efficiency and overall customer satisfaction.
Chatra’s top features include the following:
- 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
10. Tawk.to
With its built-in knowledge base, Tawk.to enables customers to help themselves by sharing links to articles, while also assisting you in setting up your chat widget in just a few minutes.
The tool allows you to closely monitor your website visitors by providing various functions. For instance, you can view the pages they are currently viewing, track their frequency of visiting your online store, and monitor the path they take as customers.
Here are the top features of Tawk.to, considering each step of your thought process.
- 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
11. Formilla
Formilla is a customer communication platform that offers robust live chat and chatbot features. In one place, your customer support and sales representatives can respond to common queries, assess potential customers, and access vital customer information.
If you are about to release a new product, service, or feature, this tool will support you. It allows you to inform website visitors about updates and provide them with useful tips to demonstrate the benefits of your products.
Formilla’s top features include…
- 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
12. Pure Chat
Pure Chat, being one of the top tools, provides eCommerce businesses with robust live chat software. By connecting with website visitors at the appropriate moment, your team can effectively convert them into paying customers.
Pure Chat offers various customization options that allow you to personalize the live chat experience according to your specific requirements. You have the ability to fully manage the appearance and functionality of your chat window, whether it is on mobile devices or browsers.
13. Re:amaze
Re:amaze is a platform designed for online businesses that combines a live chat and help desk. It allows your team to conveniently access various communication channels like live chat, email, video call, SMS, and social media messages all within one place. This enables your team to prioritize the creation of exceptional customer experiences.
Internal support teams can utilize assignments, private notes, and shared views to collaborate with each other using the tool’s robust team collaboration features.
Below are the top features of Re:amaze, presented in a step-by-step manner.
- 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
14. Jivo Chat
Jivo Chat consolidates all your communication channels, including live chat, social media, phone calls, and messengers, into one dashboard. Through this platform, you can create effective chatbots that help alleviate your team’s tasks and enhance online sales.
This live chat platform available online enables you to monitor operator activities and performance effectively. For instance, you have the ability to keep track of response times, working hours, and other employee activities. Furthermore, you can also access your message traffic relating to various channels.
One of the top features of Jivo Chat is its step-by-step thinking approach to rephrasing text while preserving the same meaning. No additional information is added, and no information is removed.
- 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
What features should you look for in live chat software for ecommerce?
Based on the size and characteristics of your store, here are several capabilities that live chat software for ecommerce should possess.
- Initiate a conversation proactively at different points in the sales journey
- Create triggers for upselling a product
- Share files to enable sending screenshots, catalogs, or offers between agents and customers
- Include pre-chat forms for stats and lead generation, and post-chat surveys for customer feedback
- Reduce cart abandonment by connecting with customers if they’re having problems
- Use canned responses and sneak peek facility for quicker response
- Transfer chats among agents with internal comments
- Access chat transcripts for personalized attention
- Add tags to chats for context. This helps with analytics by filtering using tags
- Keep track of sales and service team, sales and goal tracking
- Include detailed analytics to give you insight into customer information
- Use chat engaging features like a popup chat window, chat buttons, eye-catchers
- Set up audio and visual notifications of chat or message, so no customer is kept waiting
Benefits of Installing Live Chat Software for Your E-Commerce Business
Any live chat tool has many benefits. That’s the story of it – one tool, many benefits.
Let’s immediately examine the various benefits of live chat for eCommerce, which range from providing real-time assistance to automating lead generation.
1. Assist Online Shoppers Instantly
By having a dedicated live chat window, you have the ability to provide proper attention to every single visitor, enabling you to respond to all of their inquiries promptly. This, in turn, can motivate them to finalize their online shopping carts and ultimately boost your sales.
2. Handle Multiple Visitors at the Same Time
Live chat enables operators to engage with multiple customers simultaneously. An adept chat operator can effortlessly manage two to three chat conversations concurrently. This approach effectively augments productivity and elevates the customer experience.
3. Automate With Powerful Chatbots
In the following ways, chatbots can be beneficial to your team’s assistance.
- 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
Visitor details can be effortlessly obtained using a pre-chat form, which can include pertinent fields such as name, email address, contact number, company name, and more.
Sales executives can access the lead information stored in their preferred CRM tool and convert them into paying customers as soon as possible.
5. Monitor Team Performance
The data-rich reports and analytics provided by the leading eCommerce apps offer a complete view of your live chat process. You have the option to filter these reports and view the performance of individual operators during any desired time period.
