Most Popular Live Chat Software for eCommerce in 2023

To succeed in your industry, it is essential to develop highly effective communication skills, which will lead to increased lead generation and the creation of impactful marketing campaigns.

In the older times, person-to-person selling was a well-known marketing method, and it is widely acknowledged that communication plays a vital role in driving a business and expanding your customer base.

However, marketers are inevitably driven to shift their approach to e-commerce when it comes to engaging with customers digitally, eliminating the necessity for face-to-face interactions.

In certain situations, the acceptance of online-based life is not very high and some small-scale businesses still struggle to offer their products and services electronically. As a result, live chat service software has been introduced to e-commerce to facilitate real-time communication between your business and potential customers.

To easily enhance your leads, one effective tool you can employ in your business is the use of ‘Live chat software’ to connect with potential customers.

The following is a list of Live chat software available for an e-commerce website. Moreover, incorporating Live chat services in your e-commerce platform would result in timely customer response, removal of language barriers, enhanced accessibility and conversion rates, as well as the acquisition of customer behavior insights.

LiveAgent

LiveAgent, a top cloud-based solution for live chat and help desk software, offers the convenience of integrating live chat, email, and social media handles in one place. With LiveAgent, customers can easily set up email ticketing, live chat with video chat capabilities, and a call center with time tracking.

Automatic chat translation facility.
Call back scheduling with the feature of call recording.
Visitor tracking and live chat tracking on Google Analytics.
Agent ranking for better control over team and user interface.
Multi-channel communication with data import and export facility.

LiveChat

LiveChat is widely regarded as the top tool for all types of e-businesses, allowing them to interact with customers via real-time chatbots. This software is specifically created for e-commerce stores, as relying on phone calls and email for customer service is a lengthy process that also results in slow responsiveness from both parties involved.

Livechat was launched in 2002 to provide a chatbot platform, live customer support, and help desk platform for e-commerce. It is designed to integrate with popular CRM software such as Hubspot, Mailchimp, and Google Analytics, which enables automatic filling of customer information.

Allows the facility of targeted messages.
Provides better security encryption and data storage.
Is made from 200+ integrations for easy workflow.
Capture leads and makes buying easy.
Automation is included.‌‌

Intercom

Intercom is a specialized live chat platform that enables clients to convert their visitors into customers. With over 600 million users on various companies, it offers a business chat solution.

Founded in 2011 by Karen Peacock, Intercom is a private company that has been adopted by over twenty-five thousand companies for communication with their prospects.

Automation is included.
Chat histories are saved, which creates ease for visitors and agents too.
Intercom emails can be used as templates directly.
Helps in the later stages of business, since it has other major functions other than Live chat.
Proactive support.‌‌

ChatBot

The installation method for ChatBot is easy, making it simple to personalize and use due to its drag-and-drop feature. Additionally, ChatBot provides ready-to-use templates that are very user-friendly.

ChatBot offers a variety of templates, such as lead generation, e-commerce bot templates, restaurant templates, offline form templates, universal templates, etc., to make it simple to create a work pattern and emphasize key areas. These templates are readily accessible for use.

Chatbots can be built without the required knowledge of coding.
Creates customer user list.
Multiple flows at the same time.
Chatbot Testing Tools.
Customizable chat Widget.‌‌

Sendinblue

The Sendinblue software was initially recognized for its widely-used email-marketing services, but a new addition of live chat support has recently been implemented on its website.

To enable a chat box on a specific website, individuals can utilize their Sendinblue software account. Sendinblue functions as a comprehensive marketing package, offering both live chat capabilities and various tools.

Communication through Email, SMS, and inbox.
Provides multichannel marketing.
Email Marketing.
SMS marketing.
Marketing Automation.

Chaport

Chaport software primarily caters to WordPress users. Their free plans are perpetual and include unlimited chat history, notifications, registrations, and more. In addition to the free options, they provide premium and membership plans.

By thinking in a sequential manner, rephrase the following passage without altering the meaning. Please do not introduce new details or omit any information. The provided advantage is the addition of multiple features like typing insights, visitor notes, pre-saved replies that can be shared, and automated invitations.

With a premium plan, the number of operators who can work simultaneously exceeds the limit of five, unlike the free plans. Thus, this platform could be highly beneficial for small and young websites that are looking for cost-effective options.

Operator Productivity.
Captures Visitor’s Information.
Provides reports such as basic reports, google analytics, On-demand reports, etc.
General features such as chat history, SSL encryption, GDPR compliance, etc.

Olark

Olark offers straightforward and practical live chat capabilities that contribute to increased sales, enhanced lead generation, and improved services. By employing live chat insights and utilizing customer feedback, it aids in optimizing the products and services offered.

Organizes customer data.
Offline Messages.
Customs pre-chat forms.
Real-Time Engagement.
Reporting.‌‌

ProProfs Chat

ProProfs offers fully customized live chat solutions tailored to meet the specific needs of a brand. Additionally, it seamlessly incorporates the brand’s graphics and logo into the live chat solution.

When considering ProProfs Chat, one of the advantages is their round-the-clock technical support and the presence of pre-made templates that simplify usage and facilitate the implementation of modifications.

Chat Automation is provided.
Design live chat that suits the brand.
100+ Settings and Integrations.
Reports and Analytics.‌‌

Zendesk

Zendesk is a system for managing technical support that is based in the cloud. It offers personalized features for creating online communities, knowledge bases, and customer care portals.

Zendesk platform enables seamless integration of customer interactions into a unified screen to enhance comprehension, catering to varying entities like large to small-scale businesses, government, media, and more, through its comprehensive range of services.

Stays connected on any channel.
Manage all your customer conversations from one place.
Reach out in real time with proactive engagement.
Enable 24/7 support with automation.
Adds Customization according to Brand.‌‌

Zoho Desk

Zoho Desk offers the functionality to include a live chat widget that appears instantly when a user accesses the webpage. Zoho Desk comes highly recommended because it provides various features, including the ability to receive customer experience ratings directly in the chat window and utilize canned responses. Furthermore, it allows the use of chat widgets for every available brand.

Third-Party Integrations.
Feedback Management, both positive and negative.
Performance Metrics along with Proactive chat.‌‌‌

DelightChat

DelightChat is a customer support tool created specifically for SME brands in the ecommerce industry. It allows them to provide exceptional customer service by adopting a conversation-focused approach. This tool enables businesses to handle all their support tasks and effortlessly address customer inquiries from a single screen.

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.
DelightChat doesn’t penalize you when you add more users to scale up your customer support operations.
Most importantly, you can collaborate with your team right within the app itself. There is no need to toggle between tabs, which leads to a loss in productivity & loss of work hours.

Tidio

Tidio, the highest-ranked live chat app on the Shopify store, is an excellent ecommerce software that enhances your communication with customers. It enables you to connect with customers and address their queries promptly and 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.
Tidio has integrations with most top business software that you’ll be using in your daily workflow.

ChatSupport

The process of using ChatSupport involves adding a chat prompt to the required webpage in a manner that is relevant to the specific page.

Key Features consist of the ability to capture leads, even during offline periods, in order to collect important visitor information. It customizes the chat widget to align with the brand. It also provides a feedback survey form for its customers.

24/7 lead capture.
Uses a simple way to gather visitors’ information.
Live Visitors Queue.
The dashboard organizes the overview into leads, visitors, and customers.‌

Comm100 Live Chat

Comm100 was launched in 2009 under the business model of SaaS (Software as a Service). Comm100 promotes businesses to easily communicate with their website visitors on time to avail better customer satisfaction. The features fall into three verticals: web chat window, operator console, and control panel.

Online Chat.
Web Traffic Monitoring.
Auto Chat Invitation Rules.
Reports and Analysis.

Gorgias

Gorgias, a customer service software specifically designed for ecommerce stores, offers integration with popular platforms such as Shopify, BigCommerce, and WooCommerce. The Shopify integration in particular greatly facilitates support agents in providing excellent customer service without any interruptions.

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
You can create highly customized Macros to automate replies to commonly asked questions.
Finally, they have intent-detection, which enables you to detect customer intents like shipping, refund, exchange, and many others. You can then set up automatic replies or route the tickets with tags.

Reamaze

Reamaze is considered a strong contender among live chat options for ecommerce brands, being compared to competitors such as DelightChat, Gorgias, and Richpanel. Its main feature is the ability to provide seamless resolution of customer queries through 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.
You can see the users that are currently interacting with your site through their live dashboard. Armed with this, you can try and send a personalized message to generate a sale or simply help them better.
It’s also one of those tools that integrate with almost all ecommerce platforms like Shopify, BigCommerce, WordPress, Magento, and the likes. It’s also good with GDPR compliance that gives you peace of mind while selling in the European market.

Richpanel

Richpanel enables ecommerce businesses to effortlessly handle their customer service. By using Richpanel, you can quickly monitor, handle, and resolve inquiries. You can effectively manage all support channels, including live chat, email, WhatsApp, Facebook, and Instagram. This results in significant time savings and increased productivity for 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.
The live chat messenger can help you enable your customers to see orders, track packages & browse FAQs. Plus you can customize the branding to match your website.
In Richpanel, you can create self-service workflows to resolve the commonly occurring scenarios for your support.

Tawk.to

Tawk.to is a free ecommerce live chat app that enables monitoring and chatting with visitors on your website or a customized page. It serves as an ecommerce support tool that allows monitoring and chatting with website visitors, addressing support tickets, and establishing a help center to empower customers in helping themselves.

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.
You can create knowledge bases for both your team as well as customers. This empowers your agents to perform better and allows customers to resolve their queries independently without talking to an agent.
The price is probably the most attractive part of Tawk.to. You have all the basic features that this customer support tool offers for free.

Chatra

Chatra is an application that enables ecommerce websites to enhance online sales through its live chat feature. By integrating Chatra’s live chat onto your website, you are able to engage and communicate with visitors in real-time. Alternatively, you can utilize the messenger mode to respond to messages at your preferred speed.

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.
See what customers type before they hit “send”. Which allows you to save time on preparing an answer and boost FRTs.

JivoChat

JivoChat is a multitasking business messenger that allows teams to interact with customers through various platforms such as live chat, phone, email, and social media. The features provided by JivoChat are designed to enhance the efficiency of your support team and improve communication opportunities.

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.”
Transfer and invite colleagues to participate in open support chats with customers.

FreshChat

FreshChat is a modern messaging platform that offers cost-effective live chat solutions on websites. With over fifty thousand users worldwide, FreshChat provides access to various channels such as emails, in-app chats, WhatsApp, and iMessage.

Access all messages in one click.
Customer services are provided instantly.
Affordable problem solver for all users’ queries.
Helps in keeping track of the team’s performances.

eDesk

eDesk, which is utilized by numerous prominent retailers globally, is a prominent ecommerce helpdesk. It enables your support team to deliver a favorable customer experience through various channels, including email, live chat, social media, and website, encompassing all aspects of your company.

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

With Formilla Live Chat Software, you can access both free live chat and premium services for your Shopify store. This software enables your website visitors to engage in live chat sessions with you to seek assistance or ask questions.

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.

FAQs

What is the best live chat software for a website?

Tidio, LiveChat, Intercom, LiveAgent, etc., are among the top live chat software options for websites.

Is live chat a CRM?

CRM has a reputation for storing customer data. In order to enhance customer management, live chat operates in conjunction with a CRM. Live chat and CRM are two distinct tools that work together.

What is live chat e-commerce?

Live chat e-commerce essentially consists of a chat window displayed on the e-commerce site, allowing visitors to engage in direct conversations with the brand.

What is the best chat plugin?

Zendesk, Olark, Pure Chat, Formilla, and other similar chat plugins are among the top choices.