Live chat has quickly become one of the most effective tools for enhancing customer engagement in eCommerce.
With customers demanding faster responses, live chat allows businesses to offer instant support, address concerns in real-time, and ultimately boost conversion rates. However, with so many options available, it can be challenging to determine which is the best live chat for ecommerce.
To help businesses make an informed decision, we’ve carefully reviewed and selected the top 10 live chat tools, highlighting their key features, pricing, and the value they offer to eCommerce businesses.
Why Do You Need a Live Chat?
The best live chat for ecommerce is essential for businesses looking to enhance customer satisfaction, improve sales, and streamline communication. With customers expecting quick responses, live chat provides an efficient, real-time solution that can make a significant impact on your business. Here’s why you need it:
- Instant support. Address customer queries in real time, preventing lost sales due to delayed responses.
- Improved conversion rates. Engage visitors at the right moment to guide them through the buying process.
- Enhanced customer experience. Offer a personalized, direct communication channel that builds trust and satisfaction.
- Reduced bounce rates. Proactively help customers who might be unsure or hesitant, reducing website abandonment.
- Cost-effective. Handle multiple customer inquiries simultaneously, improving efficiency without increasing overhead.
10 Best Live Chat Tools
1. LiveChat
Pricing: From $20/mo.
LiveChat is an AI live chat software designed to provide businesses with a seamless and efficient way to engage with customers in real-time. The platform’s AI-powered chatbots handle routine inquiries, freeing up agents to tackle more complex tasks. The software also includes AI-driven response suggestions, speeding up interactions and improving accuracy. Additionally, its automated chat categorization tools ensure that inquiries are routed to the right team or department without delays. LiveChat is highly customizable, with integration options for eCommerce platforms like Shopify, WordPress, and others, making LiveChat the top choice for those looking for the best live chat for ecommerce.
Best Features:
- AI-powered chatbots for automated responses.
- AI-driven response suggestions for agents.
- Automated chat categorization for streamlined workflows.
- Real-time customer monitoring and chat triggers.
- Integration with over 200 third-party tools.
Best For: Best overall for businesses looking for a comprehensive, AI-powered live chat solution.
2. Tidio
Pricing: From €24.17/mo.
Tidio is a user-friendly live chat software that combines real-time chat and AI-powered automation. It’s designed to help businesses offer immediate support while also reducing the workload on agents. The platform integrates with eCommerce platforms like Shopify and WooCommerce, making it easy to set up on any online store. Tidio’s AI chatbots handle customer queries, allowing agents to focus on more complex issues. Additionally, it offers a mobile app so agents can provide support on the go.
Best Features:
- Free plan with basic functionality.
- AI-powered chatbots for automation.
- Real-time visitor monitoring and messaging triggers.
- Integration with Shopify, WooCommerce, and other platforms.
- Multi-channel support for Facebook and email.
Best For: Ideal for small to medium-sized eCommerce businesses seeking an affordable and easy-to-use live chat solution.
3. Zendesk Chat
Pricing: From $19/mo.
Zendesk Chat, formerly known as Zopim, is a solid live chat platform that integrates seamlessly with the broader Zendesk ecosystem. This tool allows businesses to interact with customers via real-time chat while automating routine queries using AI chatbots. Zendesk Chat also features robust reporting and analytics tools, allowing businesses to track and measure customer interactions to improve service delivery. This live chat solution is ideal for businesses already using Zendesk for ticketing and other customer service functionalities.
Best Features:
- AI-powered chatbots for automated support.
- Real-time visitor monitoring and chat triggers.
- Integration with Zendesk Support for ticket management.
- Customizable chat widgets.
- Detailed reporting and analytics.
Best For: Best for businesses that need an integrated customer service platform with ticketing, live chat, and analytics.
4. Intercom
Pricing: From $29/mo.
Intercom is a complete customer engagement platform, providing businesses with live chat, messaging, and automated customer support. Its AI-powered bots can qualify leads, automate repetitive tasks, and provide customer service, allowing agents to focus on high-priority conversations. Intercom also includes advanced targeting and segmentation features, which enable businesses to send personalized messages based on user behavior and characteristics. The platform is ideal for eCommerce businesses looking for more than just a live chat solution.
Best Features:
- AI-powered bots for lead qualification and customer service automation.
- Targeted messaging based on user behavior.
- Advanced segmentation and reporting.
- Integration with marketing automation tools.
- Customizable chat windows and workflows.
Best For: Ideal for businesses looking for a robust customer engagement tool that goes beyond live chat.
5. Freshchat
Pricing: From $19/mo.
Freshchat is an intuitive live chat software designed for businesses looking to streamline customer communication. It includes AI-powered bots to handle routine customer inquiries and provides real-time visitor tracking. Freshchat’s smart triggers can initiate conversations based on user behavior, improving customer engagement and boosting sales. Integration with other Freshworks tools and third-party platforms like Shopify and Magento ensures seamless communication across channels.
Best Features:
- AI-powered bots for customer service automation.
- Real-time visitor tracking and chat triggers.
- Integration with Freshworks CRM and other tools.
- Multi-channel support for mobile apps and email.
- Customizable chat widgets.
Best For: Best for eCommerce businesses looking for a simple and effective live chat solution with automation features.
6. Tawk.to
Pricing: From $0/mo.
Tawk.to is a completely free live chat software with a strong feature set for businesses looking for a cost-effective solution. It provides real-time messaging, visitor tracking, and canned responses, allowing businesses to engage with customers in real time. While Tawk.to doesn’t have as many advanced AI features as other platforms, its simplicity and zero-cost pricing make it a popular choice for smaller businesses or startups.
Best Features:
- Free plan with no hidden charges.
- Real-time visitor tracking.
- Customizable chat widgets.
- Canned responses for quicker replies.
- Mobile app for customer support on the go.
Best For: Best for startups or small businesses looking for an entirely free, feature-rich live chat solution.
7. Olark
Pricing: From $29/mo.
Olark is a simple and effective live chat software that integrates easily into eCommerce websites. It provides businesses with real-time communication tools, automated chat triggers, and detailed reporting. Olark’s AI chatbots automate common inquiries, while its integration with platforms like Shopify and WordPress ensures that businesses can offer seamless customer support. While it doesn’t offer the same level of advanced AI features as other platforms, its ease of use and affordability make it a popular choice for small to mid-sized businesses.
Best Features:
- Real-time visitor tracking.
- Automated chat triggers based on user behavior.
- Integration with Shopify, WordPress, and other platforms.
- Customizable chat widgets.
- Chat history and reporting tools.
Best For: Best for businesses that want an easy-to-use live chat solution with basic automation features.
8. Chatfuel
Pricing: From $23.99/mo.
Chatfuel is a chatbot platform that can be integrated into live chat systems for both websites and social media platforms like Facebook Messenger. It provides businesses with the ability to automate customer interactions and create personalized experiences for visitors. Its AI-driven chatbot can answer questions, recommend products, and even process orders, making it a great solution for eCommerce businesses looking to improve customer service and engagement.
Best Features:
- AI-powered chatbots for customer service automation.
- Product recommendations and personalized messaging.
- Integration with Facebook Messenger, Shopify, and more.
- No coding required to set up bots.
- Detailed analytics to monitor chatbot performance.
Best For: Best for businesses that focus on social media engagement and need a customizable chatbot for customer service.
9. LiveAgent
Pricing: From $15/mo.
LiveAgent is an all-in-one customer support platform that combines live chat, ticketing, and social media interactions into one system. It features AI-powered tools such as chat and ticket routing, allowing businesses to manage customer inquiries more efficiently. The platform’s real-time visitor monitoring and proactive chat triggers help businesses engage with customers at the right time, increasing the chances of conversion.
Best Features:
- AI-powered chat and ticket routing.
- Multi-channel support including chat, email, and social media.
- Real-time visitor tracking and chat triggers.
- Knowledge base integration.
- Detailed reporting and analytics.
Best For: Perfect for businesses that require an all-in-one support solution that integrates live chat, ticketing, and social media management.
10. Smartsupp
Pricing: From $14/mo.
Smartsupp is a live chat tool that combines real-time communication with video recordings to provide a personalized customer service experience. What sets Smartsupp apart is its unique ability to record visitor sessions, allowing businesses to see how customers navigate the website, which can be useful for understanding pain points and optimizing the user experience. Its AI-powered chatbots help automate routine tasks, and it offers seamless integration with platforms like Shopify and WooCommerce, making it a strong choice for eCommerce businesses looking to improve customer engagement.
Best Features:
- Video recordings to track visitor behavior on the site.
- AI-powered chatbots for automating responses.
- Real-time chat with customer insights.
- Integration with Shopify, WooCommerce, and other platforms.
- Multi-language support to cater to a global audience.
Best For: Ideal for eCommerce businesses looking for advanced visitor tracking and AI automation in their live chat solution.
How to Choose the Best Live Chat for Ecommerce?
When selecting among the best live chats for ecommerce, it’s important to consider several factors to ensure that the tool meets your specific business needs. Here are some key aspects to help you make an informed decision:
- Integration with eCommerce platforms. Ensure the live chat software integrates seamlessly with your eCommerce platform (like Shopify, WooCommerce, or Magento) to provide a smooth experience for both you and your customers.
- AI capabilities. Look for live chat tools with AI-powered chatbots that can handle routine inquiries, provide instant answers, and even automate certain tasks, allowing your team to focus on more complex issues.
- Customization options. Choose a live chat service that offers customization of chat windows, triggers, and workflows to align with your brand’s voice and design.
- Mobile compatibility. Since many customers shop on mobile devices, it’s crucial that your live chat solution works well on smartphones and tablets, providing a consistent experience across all devices.
- Customer support features. Look for additional features such as ticketing systems, multi-channel support (email, social media), and advanced reporting tools to track and improve your customer service.
- Pricing. Consider your budget and the features you need. Some live chat tools offer free versions with basic functionalities, while others may offer more advanced tools at higher prices.
Conclusion
When it comes to finding the best live chat for ecommerce, the tools outlined above each offer unique features tailored to different business needs.
Whether you’re looking for AI-powered automation, integration with eCommerce platforms, or real-time customer support, these live chat systems provide solutions designed to improve engagement, reduce response times, and increase conversions. LiveChat, with its comprehensive set of AI-driven tools, remains a top choice for businesses seeking a seamless, intelligent live chat solution.