Having live chat on your ecommerce store has the potential to significantly impact your business positively.
Improving the customer experience, driving sales, and boosting customer retention can all be achieved by engaging and providing real-time support to your customers.
According to the statistics, customers who communicate with you through live chat demonstrate higher conversion rates, average order values, and lifetime values.
Searching for a live chat application for your ecommerce store can be challenging due to the abundance of options available, with the Shopify app store alone containing over 500 listings.
We will assist by breaking down the top 15 ecommerce live chat software, along with their pros and cons, in a step-by-step manner.
At the conclusion of this article, you will have the ability to select the ideal live chat solution for your online business.
Let’s dive right in!
DelightChat
DelightChat is a customer support tool specifically designed for SME brands in the ecommerce industry. It allows them to provide exceptional customer service effortlessly. It follows a conversation-focused approach, enabling users to efficiently handle customer support for their online stores and smoothly address any inquiries – all within one interface.
- Omnichannel inbox that helps you manage WhatsApp, Instagram, Facebook, Emails & Live Chat.
- DelightChat enables you to respond to customer queries & collaborate with your team, all from a single screen.
- DelightChat offers great value for money being significantly cheaper than the other options on this list.
Tidio
Tidio, the highest-ranked live chat app on the Shopify store, is a powerful ecommerce software that enhances customer conversations. By using Tidio, you can efficiently address your customers’ queries and connect with them effectively.
- Tidio enables you & your team to monitor conversations from live chat, messenger, and emails from one screen.
- Tidio’s live chat allows you to connect with visitors in real-time through customizable widgets.
- You can also automate the most frequently asked questions by your customers helping your agents save time.
Gorgias
Gorgias, a customer service software created for ecommerce stores, has seamless integration with Shopify, BigCommerce, and WooCommerce. Their exceptional integration with Shopify facilitates support agents in providing excellent customer service effortlessly.
- Gorgias integrates with Shopify like no other. This enables them to pull customer data right into the dashboard. Additionally, it also helps in modifying an order, initiating refunds, and a range of things that you otherwise need to visit the Shopify admin dashboard to execute the same.
- You can use custom tags and use them to tag conversations for future reference in Gorgias.
- You can see full live chat and message history with a specific customer across different channels in one view
Reamaze
Reamaze is considered as one of the top live chat choices for ecommerce brands and is often compared to competitors such as DelightChat, Gorgias, and Richpanel. One of its key features is the ability to smoothly address customer inquiries with its live chat function.
- Reamaze is known for its live chat feature owing to its customizable chat experience and instant ‘check order status’ bot. It also boasts other functionalities like FAQ-search, status page (you’ll know if your order’s delayed), pre-built bots, and more.
- Their chatbot feature, Cues, can help you trigger messages based on URL/UTM, time on site, Shopify activities, etc. This equips you to personalize your customer’s experience at a deeper level.
Richpanel
Richpanel enables ecommerce businesses to effortlessly handle their customer service. Using Richpanel, you can effortlessly monitor, handle, and resolve inquiries quickly. With Richpanel, you can effectively oversee all support channels, such as live chat, email, WhatsApp, Facebook, and Instagram, which ultimately saves time and enhances the efficiency of support representatives.
- Richpanel saves you countless hours by bringing the most used support channels onto one dashboard. This includes live chat, email, Facebook, Instagram & WhatsApp.
- You can eliminate up to 30% of repetitive support requests with its self-service feature. It offers a personalized experience where customers can view/track orders, peruse FAQs, and start a new conversation too.
Tawk.to
Tawk.to is a free ecommerce live chat app that allows you to monitor and communicate with visitors on your website or on a personalized page for free. It serves as a support tool for ecommerce, enabling you to monitor and communicate with website visitors, address support tickets, and establish a help center to empower customers to find solutions on their own.
- With tools like Live Chat, Ticketing, a Knowledge Base, and video & voice add-ons, you have what you need to be there for customers when and where they need you most.
- You can tag and assign conversations to members of your team and ensure the right person is responding at the right time. This means your agents can not only collaborate but also respond to queries with more context.
Chatra
Chatra is an ecommerce website’s live chat messenger app that aids in boosting online sales. It enables you to incorporate live chat onto your website, allowing you to communicate with your website visitors in real-time. Alternatively, you can opt for messenger mode and respond to messages at your convenience.
- Chatra allows you to see shopper’s cart contents which can help you identify your most valuable customers and provide tailored assistance.
- You can see who’s on your website and monitor visitors currently browsing your website with a real-time list.
- You can set up bots to initiate conversations when certain criteria are met or collect information outside your business hours.
JivoChat
JivoChat is a business messenger used by teams to communicate with customers across multiple platforms including live chat, phone, email, and social media. The features offered by JivoChat are designed to enhance the efficiency and communication possibilities of your support team.
- View who’s visiting, which webpages they are viewing, and which domain they are coming from.
- You can score your chat service quality and use their analytics to identify areas you can improve on.
- See the messages that visitors are typing even before they hit “send.”
eDesk
eDesk, which is utilized by numerous prominent retailers globally, is a top-notch ecommerce helpdesk. It enables your support team to deliver a satisfactory customer experience on all platforms of your company, including email, live chat, social media, and website.
- You can customize the widget to match your brand colors.
- The auto-response feature is perfect for those busy weekends and holiday periods, meaning you can maintain speedy responses without ever becoming overwhelmed.
- They have a feedback tool that allows customers to leave you a review after their experience.
Formilla
Formilla Live Chat Software provides both free live chat and premium services for your Shopify store. This software enables your website visitors to engage in live chats with you for any queries or assistance they may require.
- View your website traffic in real-time, and what country and region your visitors are located in.
- You can see which web pages they’ve visited, how long they’ve been on your site, and what browser and operating system they’re using.
- You can create Custom Chat Bots that work 24×7 to automatically qualify leads, book meetings, and handle common requests.
Omega Live Chat
The Omega Facebook Message is a customer support software that is powerful and all-in-one. It is utilized by small and medium-sized businesses and can be installed quickly and easily without the need for coding skills.
- Connect to your Facebook page and live chat through Facebook messages.
- You can schedule business hours to Enable/Disable Live Chat.
- Save the history of conversations with your customers and you have a full overview of interactions on one page.
Autoketing Live Chat
The live chat solution called Facebook Chat Box by Autoketing allows you to connect with all of your customers using the Facebook messaging platform.
- Allow customers to send messages to your Facebook page through Messenger.
- Encourage customers to proactively send messages to you and create more online conversations.
- Show a popup with a discount code to stimulate your customers to subscribe.
WhatsApp Chat Button
The Chat button widget from GetButton.io (previously known as WhatsHelp widget) enables website visitors to directly access messaging apps like Facebook Messenger or WhatsApp and start a conversation with you.
- Supports Facebook Messenger, WhatsApp, Viber, Snapchat, Line, Telegram.
- It’s quick to install and you can customize it according to your brand style.
- Works on desktops, tablets, and mobile devices.
Easy Messenger
With Easy Messenger, you have the ability to offer instant support through Live Chat utilizing Facebook Messenger.
- It’s easy to install and straightforward to use.
- You can customize the widget appearance.
- It has a free plan.
HelpCenter
The user-friendly customer service App for e-commerce called HelpCenter is designed to enhance the effectiveness of customer interactions. It comprises four main solutions, namely FAQ builder, HelpDesk ticketing, Live Chat, and Tabs, which assist in support management.
- Besides a live chat, it has others features that’ll help you manage support making it a good all-in-one solution.
- You can support your customers even after office hours by having them fill out a contact form.
- You can manage multiple stores from one account.
LiveChat
LiveChat is a widely-used and comprehensive option for live chat support. This application provides important live chat features such as branding and customization, automatic notifications for customer chat requests, tags, file-sharing, and archive capabilities. Additionally, LiveChat has an integrations store where useful plugins for your chat window can be found.
- Add tags to chat conversations for improved sorting and analytics
- Push longer conversations and more complex issues to a customer support ticket
- Request feedback from customers in the form of a survey response at the conclusion of their live chat
Intercom
Intercom is a platform for customer communications that provides support, engagement, and marketing tools, which include live chat. With Intercom’s Messenger tool, businesses can create chatbots that focus on specific audience segments and efficiently redirect tickets needing human assistance to the right channels.
- See conversations across all channels in a single inbox
- Trigger automatic chat messages when customers meet certain criteria
- Direct customers to your knowledge base or self-service center using chatbots or apps
Drift
Drift, similar to other live chat solutions, provides automated chatbots and live chat functionality. What distinguishes Drift is its emphasis on B2B and SaaS businesses and its customer support approach driven by data.
- Connect customers using AI-powered chatbots that that tailor their conversations depending on the web visitor
- Eliminate forms for high-value buyers and direct them to the right rep or account manager
- Automatically collect and analyze rich data on leads and customers who visit your site
Freshdesk
Freshdesk, previously named Freshchat, provides both chatbots and the capability to connect customers with live support agents. It is an uncomplicated solution with minimal code requirements that offers a comprehensive range of features for a live chat application. These features include automated chat routing, chat transcripts, file sharing, the ability to generate tickets from chats, and more.
- Automatically route customers from a chatbot to a live support agent
- Integrate with over 1,000 pre-delivered marketing and customer support tools from the Freshdesk Marketplace
- Share files and screens between customers and support agents
Zendesk Chat
If you only have one agent speaking with customers, you can use Zendesk as a free live chat solution. It offers all the usual features of a comprehensive platform for live chat, such as multichannel support, custom triggers, and the capability to track and monitor visitors on your website.
- Respond to customer support tickets via web, phone, email, SMS, and social media messaging from a single dashboard
- Automatically route customers to helpful resources or the appropriate agent via AI-powered triggers
- Quickly and easily integrate Zendesk with common ecommerce platforms such as Magento, Shopify, and BigCommerce.
Olark
Olark is a live chat support tool suitable for smaller companies with a limited number of support agents. Despite its simplicity, Olark provides several useful features such as triggered messaging, custom pre-chat forms, and offline messaging.
- Present customers with pre-chat forms that allow you to collect important information and get context before matching them with a live agent
- Automatically send suggestions or special offers based on specific triggers
- Offer customers an offline messaging option and follow up at a later time
Zoho SalesIQ
Zoho SalesIQ is a customer engagement tool designed for marketing, sales, lead generation, and support teams that includes live chat. It offers custom chatbots, advanced monitoring and reports, and the option to switch between live chat and other support channels. With the centralized dashboard, tracking the performance of your live agents is convenient.
- Create canned replies to frequently asked questions
- Route live chat sessions to a phone call
- Integrate with a variety of other customer support tools, including your website’s help desk
LivePerson
LivePerson is a communication platform that utilizes AI technology to aid businesses and government organizations in enhancing their audience experience. The Conversational Cloud serves as a central hub where customers can engage in live chat, receive answers to their queries, and obtain assistance via their preferred communication channels.
- Automate many customer interactions on your online store using LivePerson’s Conversational AI
- Connect customers with a live chat agent via a range of messaging platforms, including Facebook Messenger, SMS, WhatsApp and Twitter Direct Messages
- Construct conversation flows for your chatbots to follow
Features your live chat software should have
When selecting a chat widget for your ecommerce website, make sure it includes the following features since there is a wide range of live chat solutions available, but their quality varies.
- Automation and dynamic templates: You should be able to automate a variety of daily tasks, like greeting customers, gathering names and product info, or sending follow-up surveys. Automated chatbots, for example, can initiate live chats with customers that meet certain criteria. Look for Macros , or templated messages and replies, to help your live chat agents work quickly and efficiently.Â
- Proactive capabilities: Live chat is useful for more than just receiving incoming queries. The right tool will let you reach out to customers , including with automation, to offer support and discounts codes at key moments in the customer journey. This is one of the biggest ways live chat can help your team boost sales.
- Real-time analytics: Live chat support solutions that offer real-time analytics enable you to gauge the performance of your customer support reps via metrics such as response time , wait time, and customer satisfaction ratings.Â
- Branding customization: The ability to add customized branding elements to your chat window, such as your company logo or tagline, can give your ecommerce website a more memorable and professional touch.
- Multiple integrations: The best live chat apps are able to integrate with other apps on your store such as social media messaging apps and delivery tracking apps for a more interconnected and seamless customer service experience. The most important is your ecommerce platform: Your choice may depend on whether you use Shopify, BigCommerce, WordPress, Woocommerce.
- Part of a comprehensive customer service platform: Many live chat solutions are packaged as part of a larger customer service platform that includes features such as phone support and a help desk with a ticketing system. If youâ??d like to provide your customers with plenty of support options and optimize your CS teamâ??s internal workflows, look for all-in-one platforms.
- File and screenshot sharing: The ability to share images, video, screenshots, and other files, like user guides or receipts, can make the process of assisting a customer via live chat faster and more efficient.Â
- Multiple pricing plans: A variety of premium plans and free plans, so the app is affordable but grows alongside your brand. Â
- Audio and/or visual notifications: Audio and/or visual notifications can be used to notify customers when an agent has submitted a response, prompting them to navigate back to the live chat window if they have opened another window during the chat or have otherwise become distracted.
- Chatbots and live chat options (and the ability to switch between them): By integrating both chatbots and live chat into your ecommerce store, you can automatically resolve most issues while still giving customers the option to connect with a live agent for more complex issues. Having chatbots on your website also allows you to offer 24/7 customer support, and 64% of customers say that 24/7 support is the best feature of chatbots .
