In the fast-paced world of e-commerce, customers often seek immediate answers to their queries, whether it’s about shoe sizing or expedited shipping options. A seamless interaction with a live customer service representative can significantly enhance their shopping experience, leaving a lasting positive impression.
Implementing a live chat application can effectively address common customer concerns while providing a straightforward communication channel. This approach not only boosts customer satisfaction but also helps reduce cart abandonment rates, all while maintaining a minimal financial investment through the use of top-tier chat applications.
Top live chat apps for ecommerce
The most effective live chat software offers robust support tools that save time and enhance the overall customer experience (CX). Below are some highly-rated options compatible with Shopify stores:
Moosedesk
Moosedesk enables real-time support for shoppers through various communication platforms, including a WhatsApp button, live chat, email, and a help desk accessible on both desktop and mobile devices. It also provides useful templates for creating FAQs and facilitates order management, allowing you to easily share tracking and delivery information with customers.
Pricing: Free.
Omega Messenger
Omega Messenger offers customization options for the chat widget, ensuring it aligns with your website’s aesthetic. With over 20 chat channels, including WhatsApp and Facebook Messenger, this app allows you to provide customer service in the spaces your customers prefer. Additionally, chat analytics help you track visitor interactions and clicks across channels, yielding valuable insights into customer communication patterns.
Pricing: Free plan available. Basic plans start at per month, with Pro and Premium plans priced at and per month, respectively.
Chatty
Chatty features a live chat system powered by a sophisticated chatbot (ChatGPT4), which assists in answering inquiries and fostering customer relationships. The app is customizable to match your shop’s theme and supports popular contact methods like WhatsApp and Facebook Messenger. With multilingual capabilities, Chatty allows for real-time engagement with customers, enhancing satisfaction. It also includes an order tracking function and a mobile app for on-the-go responses.
Pricing: Free plan available. Basic plans start at per month, while the Pro plan is per month.
Tidio
Tidio boasts an intuitive interface with a built-in ticketing system that combines AI chatbot functionality with live chat support. It offers pre-set responses to common inquiries while allowing customer support agents to tackle more complex issues. You can also personalize automated greetings to reflect your brand’s voice.
Pricing: Tidio provides a free plan with up to 50 live chat conversations per month. Paid plans begin at per month for additional conversations and access to the AI chatbot.
JivoChat
JivoChat integrates live chat, customer relationship management (CRM), and marketing functionalities, consolidating messages from Facebook Messenger, WhatsApp, Instagram, email, phone calls, and live chat into a single inbox. This multichannel support enables interactions with both existing and potential customers, facilitating marketing promotions and problem resolution. Additional features include greeting messages for site visitors, multilingual support, file sharing, and screen sharing.
Pricing: The basic package is free, offering unlimited chats and temporary chat storage. For more advanced features, the Pro package is available for per month.
Tawk.to
Tawk.to provides a variety of features and a user-friendly interface, allowing you to engage prospective customers throughout their buying journey. Its customizable blend of CRM, ticketing, and knowledge base functions makes it a valuable addition to your Shopify store, serving as both live chat software and a help center. With no chat limits and easy ticket reassignment, Tawk.to is well-suited for businesses catering to a global audience, supporting over 45 languages.
Pricing: Free.
Zendesk
Zendesk is easy to install within any digital storefront, seamlessly integrating with your e-commerce website to deliver an exceptional customer experience. Its communication capabilities span social media, email, phone, and live chat, allowing you to manage all inquiries from a single platform. Customer service agents can efficiently handle complex cases within the chat window, accessing internal documents and prior communications to expedite response times. Additionally, Zendesk offers cart abandonment push notifications, enabling proactive outreach to maximize sales opportunities.
Pricing: Plans start at per month, per agent.
Gorgias
Gorgias serves as a help desk and live chat customer service platform, allowing your audience to reach out with questions or concerns in real time. This app provides visibility into order management, inventory, and shipment processes, facilitating the handling of complex cases. Gorgias also streamlines workflows with an AI chatbot and pre-written responses for common inquiries, reducing the volume of tickets in your queue. You can easily change ticket statuses based on topics and importance or reassign chats with a single click.
Pricing: The Starter plan is a month for three agents and 50 tickets per month. Additional chats are available for 40¢ each, or you can upgrade to the Basic plan for a month, which includes unlimited agents and 300 tickets per month.
Chatra
Chatra automatically greets customers as they visit your website, consolidating communications from social media and email into one inbox while leveraging AI chatbot technology. You can preview incoming messages as visitors type, allowing for timely responses. Chatra also supports multiple agents viewing a single chat, making it an excellent tool for training new customer service hires.
Pricing: A free plan is available with essential features for small businesses. For additional functionalities like chatbot capabilities and file sharing, the Essential Plan is per month.
Live chat app FAQ
What are the benefits of using live chat apps on Shopify?
Live chat apps enhance communication efficiency with store visitors, leading to improved customer satisfaction through prompt responses and real-time assistance. The chatbot functionality offers 24/7 support for simple inquiries, while help desk resources help prevent large ticket queues for frequently asked questions. Moreover, engaging potential customers during their shopping journey can qualify leads and boost sales conversions.
What is a Shopify live chat assistant?
A chat assistant is a downloadable extension embedded within your Shopify store that channels new conversations from social media, email, phone, and live chat to your customer support team. Many of these applications also feature AI-powered chatbots, providing round-the-clock customer service and alleviating pressure on live chat agents.
How do I add custom chat to Shopify?
Integrating a custom chat into your Shopify store is straightforward. Simply search the Shopify App Store for the software that best suits your needs, select it, and install. All apps are designed for seamless integration with Shopify, ensuring a quick setup process.
