Discover the best 13 ecommerce live chat software + tips

In the fast-paced world of ecommerce, a staggering 22% of customers abandon their shopping carts due to a lack of real-time assistance. That’s right, nearly a quarter of all potential sales are lost because customers can’t get the help they need when they need it. But what if there was a way to stop this exodus? A way to engage with your customers instantly, answering their queries and easing their concerns in real time? Welcome to the world of ecommerce live chat software.

In this article, we will unveil the top 13 live chat software that are revolutionizing the ecommerce industry, and share invaluable tips on how to use them to their full potential. So, get ready to transform your online store and say goodbye to abandoned carts.

What is ecommerce live chat?

Ecommerce live chat is a tool or service used on ecommerce websites that allows customer service teams to interact with customers in real time. Your team can use it to answer queries, provide support, and guide customers through their shopping experience. It’s a convenient and reliable way to offer immediate assistance, and often leads to increased customer satisfaction and sales. The chat usually appears as a small pop-up window, or a chat box on the website, where customers can type in their questions or concerns and receive an instant response.

In ecommerce environments, live chats can be handled by a customer service representative in real time, or by a chatbot. Chatbots are pieces of software designed to simulate human conversation. They can be programmed to answer frequently asked questions, guide customers through the purchasing process, provide product recommendations, and more.

Why is live chat important for ecommerce business?

Live chat is a vital component for ecommerce businesses for several reasons. Primarily, it offers instant customer support, significantly enhancing the customer experience. Customers can receive immediate responses to their inquiries or issues, leading to increased customer satisfaction and loyalty.

Moreover, live chat can also contribute to a boost in sales. SupperOffice research shows that 60% of businesses have witnessed a surge in their sales after implementing proactive customer support. In different words, proactive customer support has led to increased sales for six out of ten businesses. This indicates that by actively addressing and resolving customer issues, businesses can potentially enhance their sales.

For example, imagine an online store that offers a wide range of products. A customer browsing the site might have questions about a specific product’s features, delivery details, or return policy. If the customer can’t find the information promptly, they might abandon the site and look elsewhere. However, if a live chat option is available, the customer can get immediate answers and is more likely to complete a purchase. This scenario demonstrates how live chat can directly influence sales and overall business growth.

Benefits live chat software for ecommerce

Now that we’ve briefly explained what an ecommerce chat tool is, let’s discuss some of the benefits it can bring to your business.

1. Real-time convenience to customers

A live chat widget provides customers with immediate assistance, answering their queries in real time. This is much faster than email and more efficient than a phone call. For example, if a customer is having trouble finding a specific product on your website, the live chat representative can guide them directly, enhancing their experience and reducing response times.

2. Cost-efficient

Live chat is more cost-effective compared to phone support. It reduces overall contact center costs by lowering average interaction costs. Moreover, chat agents can handle multiple interactions with clients simultaneously, unlike phone representatives, making it a more efficient use of resources.

3. Increase in sales

Implementing live chat software can significantly boost sales without the need to engage your sales team. Using live chat allows businesses to proactively engage customers, helping them through the purchase process, answering their queries, and even upselling or cross-selling relevant products. For instance, if a customer is buying a laptop, the representative can suggest compatible accessories like a laptop bag or a mouse, thereby increasing the overall sales.

4. Competitive advantage

Not all businesses offer live chat. By providing this service, you can differentiate yourself from competitors. It shows that you are committed to providing excellent customer service, which can attract more customers.

5. Gathering customer data and feedback

Using a live chat service allows businesses to gather valuable customer data and feedback. You can use it to improve products, services, and overall customer experience. For example, if multiple customers are asking the same common queries, it might indicate a gap in your product information or website content that needs to be addressed. This way, you can enrich your knowledge base and provide proactive customer service.

6. Building trust with customers

A live chat tool shows your customers that there are real people behind the website who are ready to assist them throughout their customer journeys. This can be particularly beneficial for smaller businesses or those that operate solely online, as it provides a human touch.

7. Reducing shopping cart abandonment rates

Implementing a live chat functionality can help reduce cart abandonment rates by providing immediate assistance to customers who are having issues during the checkout process. For example, if a customer is confused about shipping options, a live chat representative can explain them, increasing the chances of the customer completing their purchase.

8. Increasing customer retention

By providing excellent customer service through live chat conversations, businesses can significantly increase customer retention. Happy customers are more likely to return and make repeat purchases, and even recommend your business in their social circles.

9. Accessibility

Providing live chat options makes your business more accessible to customers. They can reach out to you from the comfort of their own home, at a time that suits them. This convenience can enhance their overall shopping experience and increase their satisfaction.

10. Multilingual support

Live chat software often comes with translation features, allowing businesses to assist customers in different languages. This can help businesses expand their reach and cater to a global customer base.

Quick comparison of the top 5 ecommerce live chat software for any online store

Today’s world is busy, we understand. To save you time, we’ve created a comprehensive table of the best 5 ecommerce live chat options.

Live chat solution	Capterra Rating	Free Version	Free Trial	Price Range
LiveAgent	4.7	Yes	Yes	$15 agent/month
LiveChat	4.7	No	Yes	$20 agent/month
Tidio	4.8	Yes	Yes	€29 /month
Gorgias	4.7	No	Yes	$10 /month/50 tickets
ProProfs Chat	4.8	Yes	Yes	$19.99 operator/month

These 5 contenders have a lot to offer, so if you decide you want to learn more about them, keep on reading.

What we evaluated in our review

To give you the best possible summary of each ecommerce live chat tool, we’ve looked at the features they offer, so you can compare them and decide which ones are the most valuable to your business.

Next, we’ve read through tons of customer reviews and narrowed them down to the most commonly mentioned pros and cons of each live chat solution. This way, you can make an informed decision.

Of course, we can’t skip discussing the price of each software. Sometimes, even finding the right information on pricing pages can be a hassle, so we have done the legwork for you.

Last but not least, we’ll discuss which industry and business type each software works best in. Some of the live chat options we’re going to discuss cater to small online retailers, while others develop their services mostly for enterprise-grade companies working in electronics.

By carefully evaluating each talking point, you can make an informed decision about the live chat software in which you will invest. This will not only be a financial investment but also a crucial companion throughout your business journey.

The 13 best ecommerce live chat software

1. LiveAgent

LiveAgent is a well-known platform offering a top-tier live chat software for ecommerce. It focuses on enhancing customer service, boosting sales, and improving customer retention. With the platform supporting over 40 languages and offering one of the fastest live chat widgets, LiveAgent has been a reliable choice for businesses across the globe.

Best ecommerce features of this software

LiveAgent’s help desk platform offers more than 140 built-in features, plus more than 220 integrations to further augment its capabilities. Some of LiveAgent’s most significant integrations include Shopify, Opencart, and BigCommerce, plus many social media integrations.

Let’s look at some of the most powerful ecommerce features this solution has to offer.

• Customizable live chat widget
• Real-time typing view
• Proactive chat messages
• Canned responses
• Chat embedded tracking
• Automatic chat distribution
• Call center features
• Reporting and analytics
• Ticketing system
• Hybrid ticket stream
• Automation rules

LiveAgent pricing

Apart from offering a 30-day free trial, LiveAgent’s software is free with some limitations. To gain access to more advanced features included in this ecommerce live chat software solution, you can choose from the following pricing plans: Small for $15 per agent per month, Medium for $29 per agent per month, Large for $49 per agent per month, or Enterprise for $69 per agent per month.

This is the best ecommerce live chat software for:

Affordable for businesses of all sizes with varying budgets, LiveAgent’s ecommerce live chat software is particularly beneficial for online retail businesses that have a high volume of customer interactions. LiveAgent can help streamline customer service by providing real-time responses, reducing wait times, and improving overall customer satisfaction. It can also help businesses track customer behavior, identify common issues, and develop strategies to improve the shopping experience.

Another type of ecommerce business benefiting from LiveAgent’s software are those selling complex or high-value products online, such as electronics, furniture, or luxury goods. These businesses often need to provide detailed product information and personalized advice to potential customers. With LiveAgent’s ecommerce live chat, they can do this efficiently. Furthermore, it allows them to demonstrate their expertise and build trust with customers.

Customer review

“We use LiveAgent to manage chat conversations on our website with the aim of converting initial inquiries into qualified sales leads. There is afar great functionality than our previous chat software solution and is far more customizable, with options to brand and personalize it to our business. The other key feature for us is that it is the number one ranked chat widget for website loading speed, an important part of our SEO strategy.”

Source: Capterra

Join the fun side of ecommerce with LiveAgent’s live chat software! Sign up for a 30-day free trial. Let’s chat & profit together!

2. LiveChat

LiveChat is a platform utilized in more than 150 countries across the world. Its live chat software provides a comprehensive suite of features tailored to the needs of ecommerce businesses. Interestingly, LiveChat is utilized by over 30,000 businesses across more than 150 countries.

Best ecommerce features of this software

You can pair LiveChat’s system with many third-party apps, such as Shopify, Squarespace, Mailchimp, and WhatsApp.

Now, let’s discuss the main ecommerce features LiveChat has to offer.

• Chat tags
• File sharing
• Rich messages
• Canned responses
• Data summary
• Goals and sales tracker

LiveChat pricing

Besides a 14-day free trial period, LiveChat offers four pricing plans. The first, Starter plan will cost you $20 per agent/month, the second, Team tier comes up to $41 per agent/month, and the third, Business package, comes up to $59 per agent/month. You can also opt for the Enterprise tier. To get a custom quote, request a call with LiveChat’s sales team.

This is the best ecommerce live chat software for:

LiveChat’s ecommerce live chat software can benefit online retail organizations that offer a wide range of products and have a diverse customer base. These businesses often face a high volume of customer inquiries regarding product details, shipping information, and return policies. By using LiveChat, they can provide real-time support to their customers, which improves customer satisfaction, and increases the chances of conversion and repeat purchases.

Alternatively, subscription-based ecommerce businesses, such as those offering monthly boxes or digital services, could also benefit from using LiveChat. These businesses often need to manage recurring billing inquiries, service changes, and cancellation requests. LiveChat can help streamline these processes by providing a platform for instant communication, reducing the need for lengthy email exchanges or phone calls.

3. Tidio

Tidio provides live chat software designed specifically for ecommerce businesses to enhance customer service and boost sales. Tidio supports over 183 languages, making it a globally accessible tool.

Best ecommerce features of this software

You can enhance Tidio’s functionalities by integrating the system with various third-party applications, including Magento, BigCommerce, Wix, and Shopify.

Let’s explore some of the most significant built-in features.

• Offline messages
• Live typing
• Chatbots
• Canned responses
• Ticketing system
• Post-chat surveys

Tidio pricing

Tidio offers a 7-day free trial. After it expires, you have multiple options to choose from. There is a limited Free plan available. The cheapest paid plan – Starter, costs €29/month. Next, the Communicator plan will cost you €25/month/seat. Another package called Chatbots starts at €29/month. You can also opt for a bundled plan, or paid addons.

This is the best ecommerce live chat software for:

The ecommerce live chat solution offered by Tidio is particularly beneficial for medium-sized to large ecommerce businesses that aim to provide real-time customer support and enhance their customer engagement. These businesses often have a diverse customer base with varying needs and queries that need immediate attention. Tidio’s live chat application allows these businesses to interact with their customers instantly, answer their queries, and provide personalized recommendations, improving customer satisfaction and loyalty.

Lastly, businesses that operate in industries where customers often require detailed information or assistance before making a purchase, such as consumer electronics, or high-end fashion, can also find Tidio’s ecommerce live chat software useful. The software can help these businesses provide in-depth product information and personalized advice to their customers in real-time, facilitating informed purchase decisions and boosting sales.

4. Gorgias

Gorgias is an ecommerce-focused help desk and live chat software specifically designed to streamline customer service for online businesses. The software uses machine learning to automate responses to common customer inquiries, enhancing efficiency.

Best ecommerce features of this software

Gorgias is compatible with various third-party applications, such as Shopify, Magento, BigCommerce, and Klaviyo.

The software comes with many ecommerce-focused features, including:

• Customer history
• Automation features
• Customizable templates
• Reporting and analytics
• Macros
• Team collaboration tools

Gorgias pricing

Gorgias offers five main pricing options: Starter for $10/month for 50 tickets/month, Basic for $60/month for 300 tickets/month, Pro for $360/month for 2,000 tickets/month, Advanced for $900/month for 5,000 tickets/month, and lastly, the Enterprise plan comes with a custom ticket volume and requires you to contact Gorgias’ sales team.

Besides these plans, Gorgias offers a 7-day free trial, so you can get familiar with the system.

This is the best ecommerce live chat software for:

Gorgias’s software is particularly beneficial for medium to large-scale ecommerce businesses that handle a significant volume of customer interactions daily. These businesses could span various sectors, including fashion, electronics, home goods, beauty products, and more.

Businesses that have a strong online presence and rely heavily on customer satisfaction for their growth also gravitate toward using Gorgias. This includes businesses that operate primarily through online marketplaces or have their own ecommerce websites. Gorgias’s software can help them provide real-time support to their customers, which can significantly enhance the customer experience.

Moreover, businesses that have a global customer base can also benefit from Gorgias’s ecommerce live chat software. The software supports multiple languages, making it easier for businesses to communicate with customers from different parts of the world.

5. ProProfs Chat

ProProfs Chat is a part of the ProProfs family, used in more than 100 countries worldwide. This ecommerce live chat software facilitates real-time communication between businesses and their customers, with a focus on delivering the best customer experience each time.

Best ecommerce features of this software

You can pair ProProfs Chat with various third-party apps, including OpenCart, Shopify, Zen Cart, and Spark Pay.

Now, let’s look at the features in ProProfs Chat’s tool belt.

• Chatbot feature
• Pre-chat forms
• Escalations & transfer
• Customer details
• Canned responses
• Sound notifications

ProProfs Chat pricing

ProProfs Chat’s ecommerce live chat software is available for free to one-man operators with the Free PLAN. If you have 2+ operators on your team, you can opt for the ANNUAL PLAN package, costing $19.99 per operator/month. For improved branding, you can purchase the White Label Package for $300/year. And if you wish to add ProProfs Chat’s live chat widget to Android apps, you can for the SDK Package for $99.99/year.

You can also give the software a test drive with a 15-day free trial period.

This is the best ecommerce live chat software for:

ProProfs Chat’s live chat software is suitable for small to medium-sized ecommerce businesses that are looking to enhance their customer service and increase sales. ProProfs Chat’s customers tend to have a significant online presence and rely heavily on their website for sales. They can be selling a wide range of products, from clothing and accessories to electronics and home goods. The software is particularly beneficial for these businesses as it allows them to interact with their customers in real-time, answer their queries instantly, and guide them through their purchasing decisions.

Furthermore, ecommerce businesses that are looking to expand globally could consider using ProProfs Chat. The software supports multiple languages, making it easier for businesses to communicate with customers from different parts of the world. It also comes with features like chat transcripts and offline messages, which can be invaluable for businesses that need to provide round-the-clock support.

6. Tawk.to

Tawk.to is a free of charge live chat software suitable for ecommerce platforms, enabling real-time communication with customers. Priding itself on its affordability, Tawk.to is used by more than 5 million individuals all over the globe.

Best ecommerce features of this software

You can add a Tawk.to widget to websites supported by Shopify, WordPress, Wix, and more. Tawk.to also uses Zapier to connect with various third-party applications.

Let’s discuss some of the features Tawk.to has to offer.

• Canned shortcuts
• Remove branding
• Real-time monitoring
• Customizable widgets
• Automated triggers
• Native mobile chat apps

Tawk.to pricing

Tawk.to is completely free of charge.

This is the best ecommerce live chat software for:

Tawk.to’s ecommerce live chat software is an ideal solution for small businesses, particularly startups and non-profit organizations. These types of businesses often operate on tight budgets and need to maximize their resources. The fact that Tawk.to offers its software free of charge makes it a great and affordable option for these businesses. It allows them to provide real-time customer service and support without incurring additional costs, which is crucial for startups that are trying to establish their brand and non-profits that need to allocate their funds to their cause.

Ecommerce businesses that sell products or services online can also greatly benefit from Tawk.to’s live chat software. The software allows these businesses to interact with their customers in real time, answer their queries, and resolve their issues promptly. This can lead to improved customer satisfaction, increased sales, and a stronger online presence. The software’s features, such as the ability to handle multiple chats at once, automated triggers, and customizable widgets, can help these businesses provide a better shopping experience for their customers.

Additionally, Tawk.to’s live chat software for ecommerce is also suitable for businesses with a global customer base. The software supporting over 27 languages with 24/7 availability ensures that businesses can provide service to their customers at any time of the day, which is particularly beneficial for online businesses in ecommerce that operate across different time zones.

7. Drift

Drift is recognized as the world’s first conversational marketing platform. This ecommerce live chat software aims to revolutionize business buying experiences by replacing forms and follow-ups with conversational, real-time interactions.

Best ecommerce features of this software

You can pair Drift’s system with many third-party apps, such as Salesforce, Marketo, Salesloft, and Sendoso.

The software also offers a range of built-in features, including:

• Chatbot automation
• Offline mode
• Analytics and reporting
• Lead generation
• Customization options
• Chat flows

Drift pricing

Drift offers a free plan, and three main paid packages. The first, Premium plan starts at $2,500/month. The Advanced plan requires you to contact Drift’s sales team, and the Enterprise plan comes with a custom pricing.

This is the best ecommerce live chat software for:

Drift’s ecommerce live chat software is particularly beneficial for larger ecommerce businesses that have a substantial customer base and a wide range of products. This is primarily due to the software’s emphasis on conversational marketing and sales, which can significantly enhance customer engagement and conversion rates. Industries such as fashion, electronics, and home goods, where customers often have queries about product specifications, can greatly benefit from this software.

However, it’s important to note that Drift’s ecommerce live chat software comes with a relatively high price tag. Therefore, it may not be the most cost-effective solution for small businesses or startups with limited budgets. Larger companies with higher revenue streams are more likely to afford and benefit from the advanced features and capabilities that this software offers.

8. Zoho SalesIQ

Zoho SalesIQ, a part of the Zoho suite, is an ecommerce live chat software designed to engage customers in real-time, capture leads, and enhance sales conversions. Interestingly, Zoho Corporation, the parent company, started in 1996 and now serves over 50 million users worldwide.

Best ecommerce features of this software

Besides being compatible with other Zoho products, Zoho SalesIQ can be paired with Shopify, OpenCart, Volusion, WooCommerce, and more.

Let’s talk about some of the software’s most prominent features.

• Codeless chatbot
• Website visitors insights
• Reports and monitoring
• Chat routing
• Message board
• Automation features

Zoho SalesIQ pricing

Besides the 15-day free trial, Zoho SalesIQ lets you choose from four pricing packages. The first plan is Free. The cheapest paid option is the Basic plan, costing €7 /operator/month billed annually, next is the Professional plan for €12.75 /operator/month billed annually, and the last is the Enterprise tier, costing €20 /operator/month billed annually.

This is the best ecommerce live chat software for:

Zoho SalesIQ’s affordable pricing tag makes it a great option for companies ranging from one-man shows, to enterprises. This ecommerce live chat software is particularly useful for businesses often face challenges in providing real-time customer support, managing customer queries, and tracking visitor behavior on their websites.
The software is also highly suitable for businesses in sectors such as retail, technology, and services where customer interaction and engagement play a crucial role. For instance, in the retail sector, businesses can use Zoho SalesIQ to assist customers in their purchase decisions, answer product-related queries, and provide after-sales support.

Moreover, Zoho SalesIQ is an excellent choice for businesses that are already using other Zoho products. The software integrates seamlessly with Zoho’s suite of business applications, allowing businesses to leverage synergies across different functions such as sales, marketing, and customer support.

9. Olark

Olark was founded in 2009 by a group of friends who wanted to build a company that valued the balance between work and life. Nowadays, this ecommerce live chat software that enables businesses to interact with customers in real time.

Best ecommerce features of this software

Olark offers many integrations, such as Magento, BigCommerce, Shopify, WooCommerce, and much more.

Now, let’s dive into Olark’s features.

• Accessibility live chat features
• Customizable chat box
• In-chat surveys
• Transcripts and reports
• Visitor insights
• Automated messages

Olark pricing

Before you commit to a paid plan, Olark offers a 2-week trial period. If you decide to purchase a subscription, it will cost you $29/month per seat.

This is the best ecommerce live chat software for:

Small to medium-sized businesses can particularly benefit from using Olark’s ecommerce live chat software. Olark’s software is easy to use, which means that it doesn’t require extensive training or technical knowledge to operate. This simplicity can save time and resources for businesses that may not have a dedicated IT department. The software can also help these businesses provide a high level of customer service by allowing them to respond to customer inquiries in real-time, which can lead to increased customer satisfaction and loyalty.

Live chat software by Olark can be very useful for businesses in the retail, technology, and service industries. These industries often have a high volume of customer inquiries and require quick response times. For example, a tech company may receive inquiries about product specifications, installation procedures, and troubleshooting. In such case, Olark’s live chat software can help businesses respond to these inquiries quickly and efficiently.

10. Freshdesk

Freshdesk is a customer support software that offers a live chat feature designed to serve ecommerce businesses. The ecommerce live chat software encompasses many features, allowing businesses to provide efficient customer service.

Best ecommerce features of this software

You can pair the Freshdesk system with many third-party apps and services, including Skyvia, Shopify, WooCommerce, and Salesforce.

Some of the built-in features Freshdesk offers include:

Freshdesk pricing

Besides offering a 14-day free trial, you can subscribe to Freshdesk’s Free plan with no costs attached. If you decide to purchase a subscription plan, Freshdesk offers three options: Growth for €15 /agent/month, Pro for €49 /agent/month, and Enterprise for €79 /agent/month, billed annually.

This is the best ecommerce live chat software for:

Freshdesk’s ecommerce live chat software is mostly enjoyed by businesses that have a high volume of customer interactions, such as online retailers, digital service providers, and SaaS companies. These businesses often face a barrage of customer inquiries, and requests for assistance, which can be overwhelming to manage manually. Freshdesk’s ecommerce live chat software allows these businesses to handle customer interactions more efficiently, reducing response times and improving customer satisfaction.

One of the key features of Freshdesk’s software is its chatbots. These AI-powered tools can be particularly useful for businesses in the tech industry, where customers often have technical questions or issues that can be resolved through automated responses, as they tend to follow the same pattern. The chatbots can handle simple queries, freeing up human agents to deal with more complex issues. This not only improves efficiency but also ensures that customers receive immediate assistance, even outside business hours.

11. Zendesk Suite

Zendesk Suite is a comprehensive customer service software that includes ecommerce live chat capabilities. An interesting fact about Zendesk is that it was originally founded in a Copenhagen loft by three friends who used an old kitchen door as a desk.

Best ecommerce features of this software

Zendesk Suite comes with a myriad of integrations, such as Shopify, Salesforce, Magento, and Flare.

Let’s discuss some of Zendesk Suite’s most significant features.

• Ticketing system
• AI-powered automations
• Group messaging
• Reporting and analytics
• Knowledge base
• Multilingual support

Zendesk Suite pricing

Zendesk Suite comes with four subscription packages. Suite Team costs €55 per agent per month, Suite Growth comes up to €89 per agent per month, and Suite Professional will cost you €115 per agent per month. Last, but not least, if you’re interested in the Suite Enterprise package, contact Zendesk’s sales team.

Before picking a plan, you can give Zendesk Suite a try with a 30-day free trial period.

This is the best ecommerce live chat software for:

This ecommerce live chat solution is most suitable for businesses in the retail and service industries. These sectors often require immediate customer support to address different queries, complaints, or issues related to products or services. Zendesk Suite’s software allows businesses to provide real-time assistance, enhancing customer satisfaction and loyalty.

The software is designed to primarily cater to medium to large-sized businesses that have a substantial customer base and a high volume of customer interactions.

Zendesk Suite’s ecommerce live chat software is particularly beneficial for medium to large-scale ecommerce businesses that have a substantial customer base and a wide range of products or services. However, it’s important to note that Zendesk Suite’s software may not be the best choice for businesses with smaller budgets. The software is not particularly affordable, which could be a significant barrier for small businesses to whom Zendesk competitors might be a better fit.

12. Intercom

Intercom was one of the first companies to bring messaging products for sales, marketing & customer service to one platform, helping businesses avoid the stiff, spammy status quo and have real conversations that build real connections. Now, it delivers AI-based ecommerce live chat software to users all over the globe.

Best ecommerce features of this software

You can pair Intercom’s system with many third-party apps, including Shopify, Salesforce, Stripe, and Segment.

To mention some of the software’s most notable features:

• Fin – AI-powered bot
• Customizable branding
• Rich message composer
• Customer segmentation
• Conversation routing
• Performance analytics

Intercom pricing

You can purchase Intercom’s ecommerce live chat platform in the Starter tier, costing $74/month for 2 seats, the Pro tier, costing $395/month for 5 seats, or you can opt for the Premium option with custom pricing.

If you’d like to get acquainted with Intercom’s features before making a purchase, you can sign up for a 14-day free trial.

This is the best ecommerce live chat software for:

Companies working in the retail, technology, and service industries use Intercom’s ecommerce live chat software to provide immediate assistance to customers, helping them make purchasing decisions and resolving any issues they may encounter during the shopping process. Technology companies, particularly those offering software or digital products, can use Intercom to provide instant technical support, reducing the need for customers to wait for email responses or phone calls.

Intercom emphasizes using artificial intelligence in customer service, which can be particularly beneficial for businesses in fields where customer inquiries are often repetitive or predictable. The AI can be trained to respond to common questions, freeing up human agents to handle more complex inquiries.

13. Kayako

Kayako is a comprehensive ecommerce live chat software designed to enhance customer experiences. This collaborative platform helps more than 150,000 users all over the world provide excellent customer support.

Best ecommerce features of this software

Kayako integrates with various different third party applications, including Stripe, Shopify, Marketo, and Salesforce.

Some of the platform’s built-in features include:

• Smart team routing
• Live chat customization
• Reporting and analytics
• Customer overview
• Collision prevention
• SCAT scores

Kayako pricing

Kayako offers two pricing options, based on the type of hosting you prefer. The first is the cloud-hosted Kayako Cloud package. If you prefer an on-premise system, you can go for the Classic On-Prem tier. To learn about the prices of these subscription packages, talk to Kayako’s sales team.

To test out Kayako’s ecommerce live chat software, you can sign up for a 14-day free trial.

This is the best ecommerce live chat software for:

Kayako’s ecommerce live chat software is primarily designed for medium-sized businesses in the retail and service industries. These sectors often require real-time customer interaction to address inquiries or complaints. For instance, online retailers can use the software to assist customers with their purchases, while service providers can use it to provide immediate support to their clients. The software can also be beneficial for businesses in the travel and hospitality industry, where instant communication can significantly enhance customer experience.

However, it’s important to note that Kayako’s system has been reported as being outdated and unintuitive. Some businesses have found it difficult to use, which can lead to inefficiencies and frustration.

6 Steps to choose the best ecommerce live chat

With all these options laid out, you might be wondering, how to choose an ecommerce live chat solution for your business. Don’t worry, we’ve got you covered. Following is the list of six actionable steps you can take to find the best software for you.

Identify your needs

Before choosing a live chat for your ecommerce store, you need to identify your needs. Do you need a chat widget for customer service, sales, or both? Do you need it to be available 24/7? Do you need it to be multilingual? Once you have identified your needs, you can start looking for an ecommerce live chat that meets them. For example, if you need a live chat for customer service that is available 24/7, you can opt for LiveAgent’s software.

Research different live chat platforms

There are many different live chat platforms available, each with its own features and benefits. You can use this, or other similar articles, to research different platforms to see which ones meet your needs. Look at reviews, ask for recommendations, and take advantage of free trials if they are available. For example, you might try out a few different live chat platforms to see which one is the most user-friendly and effective for your ecommerce store.

Consider the cost

Cost is an important factor when choosing a live chat for your ecommerce business. Some platforms charge a flat monthly fee, while others charge per user or per chat. Consider your budget and how much you are willing to spend on a live chat solution. For example, if you’re on the budget, you can look at solutions, such as LiveAgent, Tawk.to, or Gorgias.

Integration with other tools

Check if the live chat software can be integrated with other tools you are already using in your ecommerce store. For instance, if you are using Shopify or WooCommerce, the live chat software should be able to seamlessly integrate with these platforms.

Test the live chat

Once you have chosen a live chat, test it out to see how it works. Make sure it is easy to use, responsive, and effective. For example, you might test out the live chat by having a friend or family member send a message to see how quickly and effectively the chat responds.

Analyze the results

After implementing the live chat, analyze the results to see if it is meeting your needs. Look at metrics like response time, customer satisfaction, and sales to see if the live chat is effective. For example, if you notice that the live chat is not responding quickly enough or customers are not satisfied with the service, you might need to consider switching to a different live chat provider.

What are the best ecommerce features for a live chat?

Real-time messaging

This is the core feature of any live chat system. It allows customers to communicate with customer service representatives instantly. Real-time messaging provides immediate assistance to customers, which can lead to increased customer satisfaction and sales.

Automated responses

Automated, or canned responses allow the system to automatically respond to common customer inquiries. This is necessary because it can significantly reduce the response time and free up customer service representatives to handle more complex inquiries.

Chat transcripts

Transcribing customer conversations allows both the customer and the business to keep a record of the interaction. This is necessary for reference purposes and can also be used to improve customer service by analyzing common customer issues.

Multilingual support

Supporting multiple languages is a necessity, namely for businesses that have a global customer base. It ensures that customers from different regions can communicate effectively with customer service representatives. A step further is a language-adaptable chat widget that streamlines the process completely.

Mobile-friendly

A live chat solution for ecommerce should work seamlessly on smartphones and tablets. This is necessary because a significant number of customers shop on their mobile devices. Additionally, all your content should be optimized to fit smaller screens.

Integration with CRM

This feature allows the live chat system to integrate with the business’s Customer Relationship Management (CRM) system. This is necessary because it allows customer service representatives to have access to the customer’s history with the business, which can lead to more personalized and effective service.

Offline messages

With this feature, customers can leave you messages when the live chat is offline. This is necessary because it ensures that customer inquiries are captured at all times, and can be responded to when the live chat is back online.

Visitor tracking

This is an important feature every live chat for ecommerce website should offer. This functionality allows businesses to track the pages that a customer visits. Visitor tracking is necessary as it can provide valuable insights into the customer’s interests and behavior, which can be used to provide more personalized service.

File sharing

This handy feature allows customers and agents to share files through the live chat. This is crucial as it often helps to resolve issues more effectively. For example, a customer can share a screenshot of an issue they are facing.

Customizable live chat widgets

Customizing your chat widget is important to ensure it fits your brand and its aesthetic. Customizable live chat widgets are necessary because as they allow for a more consistent and engaging user experience.

Analytics and reporting

Last, but certainly not least, analytics and reporting can help you track the performance of your ecommerce live chat tool and identify areas for improvement. They can provide data on metrics such as response time, customer satisfaction, conversion rate, and more.

Conclusion

In the fast-paced world of ecommerce, providing real-time assistance to your customers is crucial. Ecommerce live chat software is a great helping hand for many online businesses that have a high volume of customer interactions. It can help streamline customer service by providing real-time responses, reducing wait times, and improving overall customer satisfaction. It can also help businesses track customer behavior, identify common issues, and develop strategies to improve the shopping experience.

Live chat software can help you engage with your customers instantly, answer their queries, and ease their concerns in real time. This article has provided a comprehensive review of the top 13 ecommerce live chat software, with LiveAgent being a top contender due to its affordability, user-friendly interface, and robust features.

So, why wait? Join the fun side of ecommerce with LiveAgent’s live chat software! Sign up for a 30-day free trial and transform your online store.