Around 63% of customers are satisfied with choosing live chat for their medium of communication during customer support. The satisfaction rate of customers using live chat is 82%. What makes live chat popular amongst customers?
It's because it resolves a customer's queries instantly, just like a human agent. Besides being timely, it's accessible at any time, is conversational, and delivers results that are contextual to the user’s queries.
Furthermore, it's also cost-effective for businesses to use it. The use of live chat in Ecommerce has been soaring, which is why there are a lot of live chat softwares in the market today.
But which is the best Ecommerce live chat software? This blog is a detailed guide on the top 10 Ecommerce live chat softwares which will help you decide the best one fit for your business needs. Let's explore!
What Is Ecommerce Live Chat Software?
Before delving deep, let's first understand what live chat is. Live chat is a real-time communication channel or tool on any website wherein businesses can connect and engage with their visitors and customers through instant messaging. The live chat is generally handled by real human agents or sales representatives. But, it can also be automated with the implementation of conversational AI chatbots.
The best part about live chat, which sets it apart from other communication channels, is that it provides immediate real-time assistance to customers. Furthermore, live chat offers customised, personalised solutions to the user's problems.
Now, what is E-commerce live chat? Whenever you visit an online store’s website, you must have noticed a pop-up chat window with an online live agent greeting you and ready to help you navigate the website. The chat window is an instant messaging box where you can get all your queries related to the store and its products resolved.
Well, that's E-commerce live chat software in use. It's simply a live chat software embedded into the online Ecommerce store, thus helping the store’s customers or visitors navigate the store or resolve their queries.
5 Benefits of Live Chat for Ecommerce
Live chat creates an easy point of contact between the Ecommerce store and customers, thus helping customers clarify their doubts instantly. This also saves Ecommerce businesses from losing customers due to delayed customer service.
Besides, Ecommerce live chat softwares also symbolises a brand's responsiveness to customer's queries. It promotes brand engagement and makes customers feel heard, thus fostering brand loyalty. These are just some of the benefits of Ecommerce live chat softwares.
Here's a summarised list of the top 5 benefits of integrating an Ecommerce live chat software in your online store.
- Ecommerce live chat softwares offers faster response time in comparison to other communication channels, which improves customer satisfaction and provides a competitive advantage against competitors. The Ecommerce giant Amazon has seen these changes by incorporating live chat into its platform.
- Ecommerce live chat softwares engages with incoming customers and new visitors, thus making them comfortable and assisting them in their purchase journey. With doubts cleared instantly, the users are guided to navigate the products and choose the best one for their needs swiftly without any hassle. Target noticed a huge increase in their repeat purchases after the implementation of live chat.
- Live chat for Ecommerce helps online businesses understand the customer's needs and preferences through quick chat and real-time feedback.
- Ecommerce live chat softwares improves customer retention, reducing customer acquisition costs and churn rates caused by poor customer service.
- Ultimately, live chat software helps businesses get reviews for their products. It also improves the conversion rate and drives home more revenue.
Top Features You Must Look for in an Ecommerce Live Chat Software
When selecting an Ecommerce Live Chat Software, it's crucial to prioritize features that enhance customer engagement and streamline support. Below listed are some features you must look for while choosing the best live chat software for Ecommerce.
1. Automation and Dynamic Templates
Look for the Ecommerce live chat software that streamlines communication through automated responses and customizable templates. This ensures efficient and consistent messaging.
2. Real-time Analytics Insights
Choose a solution that provides robust real-time analytics, offering insights into customer behaviour and preferences to inform strategic decision-making.
3. Branding Consistency
Prioritize the E-commerce live chat software that allows for branding customization. This ensures a seamless integration with your e-commerce platform's look and feel.
4. Dynamic Chat Solutions
Choose a platform that seamlessly integrates both chatbot for eCommerce functionalities and live chat options. It provides a versatile and comprehensive customer support experience.
5. Proactive Engagement
Opt for a platform that enables proactive engagement with visitors, allowing for personalized outreach and addressing potential concerns before they arise.
6. Instant Notifications
Prioritize the E-commerce live chat software that offers audio and/or visual notifications to ensure timely responses and proactive engagement.
7. Unified Helpdesk Experience
Consider software that is part of a broader helpdesk system facilitating cohesive customer support across multiple channels.
8. Seamless Integration
Seek a tool that seamlessly integrates with various Ecommerce platforms and other essential business tools to enhance workflow efficiency.
9. Flexible Pricing Options
Look for flexibility in pricing plans to accommodate your business's specific needs and scale as required.
Top 10 Best Ecommerce Live Chat Softwares to Boost Online Revenue in 2024
Below listed are some of the best live chat software for Ecommerce in 2024.
1. App0
App0 is a next-gen communication platform powered by machine learning (ML) & large language models (LLM) that allows you to launch conversational live chat, AI chatbot agents and AI concierges with ease. With no-code integrations, workflow automation, and streamlined customer communication, App0 revolutionizes the way Ecommerce businesses connect with their customers, ultimately enhancing overall customer satisfaction.
App0 offers live chat and conversational AI chatbots for Ecommerce stores, which provide users with a more personalised, text-based shopping experience. App0’s concierge can handle queries, support reordering via Text-to-Shop, and streamline processes, boosting the customer service experience.
Specifically tailored for the Ecommerce industry, it can handle all types of customer requests right, from product-related questions to providing product recommendations. With App0, you can build conversational live chat windows and pages to guide your customers to order their favourite products anytime, hassle-free, with just a simple text—no downloads, accounts, or logins required!
Moreover, it also has a chat-driven Seamless Checkout feature, which facilitates checkout for customers without having them exit the conversation thread. It's undoubtedly one of the best live chat software for Ecommerce.
Features
- No-code chatbot builder
- Automated conversations with conversational AI
- Live chat, web chat, text messaging features
- Text-to-Shop feature
- Chat-driven Seamless checkout
- Seamless and easy integrations with Shopify Plus, Klaviyo, Attentive
- Enterprise-grade security
- Compliance
Pricing
App0 offers custom pricing to ensure that every individual customer gets a customised solution according to their individual needs. Users should request a demo from their team to have an overview of their solutions and services.
2. LiveChat
Mariusz Cieply founded the company LiveChat in the year 2002 with the aim to provide software solutions for online business communication. The company, with time, increased their portfolio of services by including ChatBot, HelpDesk, and KnowledgeBase-like software under a single umbrella. LiveChat put all these software solutions to cater to all the possible requirements of the customer.
The company gained growth and recognition with time, and by 2016, they successfully created a customer base spreading across 150 countries. The company keeps on bringing positive change and add-ons to keep them aligned with the upgrading customer requirements.
Features
- Customizable chat widget
- Proactive conversations
- Message sneak peeks
- Chat transcripts
- Targeted messages
- Chat history
- Chat ratings
- Canned responses
- 200+ Integration
- Reporting & analytics
Notable Customer
McDonalds, Adobe, Ikea, Paypal, and Mercedes Benz
Pricing
The pricing plans of LiveChat are simple and straightforward, even they promise a 3-minute setup once the customer purchases the plan. They have 4 plans serving the diverse needs of the businesses.
- Starter: The starter pack comes at $20 per person per month if billed annually. It helps to track up to 100 real-time visitors at once. The pack also gives users the access to 60-days chat history.
- Team: At $41 per month, the team has all the features of the starter plan. Additionally, it helps track 400 real-time visitors. Under the team plan, users can create unlimited recurring campaigns and check unlimited chat history.
- Business: It is the most popular plan that comes at $59 per person per month. The user can track and view up to 1000 real-time visitors. It comes with advanced reporting features with access to chats, staffing and response time.
- Enterprise: The enterprise plan has no definite pricing; the user has to contact their sales team to get customised pricing. This plan includes everything in the business plan. Additionally, they offer a dedicated account manager for the user.
3. Hubspot
HubSpot is a leading software platform that provides an AI-fueled smart CRM platform to scale businesses. The company was founded by MIT graduate Brian Halligan and Dharmesh Shah in 2006. By now, they have established 12 global offices and served more than 194 thousand customers worldwide.
The company is listed in the G2 Winter 2024 report for best results, easiest setup, best usability, and much more. The e-commerce live chat offered by HubSpot is mostly appreciated for its significant customer database, which is also featured by Tidio.
Features
- Customizable live chat widget
- Automate task
- No coding required
- Conversations inbox
- Slack Integration
- Integration with HubSpot CRM
- Chat history logging
Notable Customer
Yamaha, GE Lighting, Classpass, Calm, and Talkspace
Pricing
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Hubspot has a segmented and well-structured pricing plan. They offer 3 plans for individuals, small teams and enterprises, which also includes a free tools plan.
- Free tools: $0 per month
- Starter: $20 per month for each seat ($15 if billed annually)
- Professional: $890 per month for 3 seats ($800 per month if billed annually)
- Enterprise: $3600 per month, which includes 5 seats
- For each additional seat in a professional plan, the user has to pay an extra $45, and the same is $75 for the enterprise. The Live Chat integration support is available in all the plans except the free tool version.
4. Drift
Drift is a platform with a core goal to transform the online business experience and customer interaction with AI-powered solutions. The company was founded back in the year 2015 by David Cancel and Elias Torres. The company is counted among the 2% of venture capital-backed businesses led by a Latinx founders.
So far now, Drift has more than fifty thousand (50k) successful customer base operated by 550 members around the globe.
The best part about Drift is that it offers both AI-fueled chatbots and live chat that efficiently use the customer database to provide a comparatively better-personalised e-commerce experience.
Features
- In-App Messaging
- Real-time Conversations
- Automated Responses
- Real-Time Notifications
- Proactive Chat
- Campaign Personalization
- Chat Transcript
- Transcripts/Chat History
- Customer Database
- Real-Time Monitoring & Analytics
Notable Customer
Wake Forest University, Zenefits, SAP Concur, and Taos.
Pricing
Drift has 3 plans for their customers to address their diverse needs. Only one of their plans has definite pricing, the other two have custom pricing.
- Premium: $2500 per month is billed annually
- Advanced: Custom Pricing
- Enterprise: Custom Pricing
Live chat support is available in all of their plans. The premium plan is for small business owners, and they will get custom chatbot support with a real-time notifications option. Those who are opting Advanced or Enterprise plan they will get all the features of premium plan along with additional features like A/B testing and custom RBAC.
5. Tidio
Tidio is a market topper in providing AI-driven customer service solutions and helping businesses to generate sales. The company was established in Poland by the co-founders Tytus Golas and Marcin Stoll. In 2019, Tidio became the 4th most popular live chat service in the world. Later, in 2023, Tidio succeeded in hitting a monthly recurring revenue of 1 million.
Along with a powerful live chat support they offer 120+ tech tool integration facility. With increasing revenue and growth, Tidio is also expanding its team; now, almost 150+ members are working in Tidio.
Features
- Live Chat
- Chatbots and AI Integration
- Canned Responses
- Multilanguage Support
- Pre-chat Survey
- Transcripts
- Tags and Contact Properties
- Dedicated Chat Page
- Operating Hours
- Read Receipts
- User Banning
- Live Typing
Notable Customer
Ad Hoc Atelier, Wulff Beltton, ADT Security Service, Endeksa, and Suitor
Pricing
Tidio categorises its plans according to the service they provide. For customer service, they have 4 plans, including a free package. The user will get the option to purchase monthly as well as annually. Here are the pricing plans for Tidio.
- Free: $0 for monthly as well as annually and comes with 50 conversions.
- Starter: $29 per month ($24.17 per month if billed annually)
- Growth: $59 per month ($49.17 per month is billed annually.
- Tidio+: Starts at $499 ( support customisation and personalised quote)
The user can select any plan according to their required conversations. Every plan comes with live chat support. For Tidio+, the user has to contact their sales team to get a personalised plan.
6. Intercom
The software company Intercom was established in 2011 by four Irish engineers and designers. Intercom was well known for its specialised messaging and chat service for business and their customers. With time Intercom succeeded in growing a paying client base of 25,000.
The company has been featured 7 times in the Forbes Cloud 100 for their outstanding services. Additionally, Intercom often receives media highlights and features in many other articles, including The Currency, The Generalist, and Fast Company.
Features
- Centralized AI-enhanced workspace
- Automated messages
- Tool Integration
- Gifs and emojis in conversation
- Reporting and analytics
- Custom Bots for resolving and triaging issues
- Proactive Support
- Advanced ticketing workflows
- Bots in the Messenger
- Duplicate detection Task Bot
Notable Customer
Red Hat, CNBC, Launch Academy, Berkeley Lab, and NBA Media Ventures
Pricing
Intercom has 3 monthly plans, and a 14-day free trial period is included in each of them. Here are the plans:
- Essential: $39 per month per seat
- Advanced: $99 per month per seat
- Expert: $139 per month per seat
The essential plan is best for startups and small businesses. It includes all the basic features along with the support of unlimited articles and collections. The user can book a demo if they are planning for an Advanced or Expert plan. The expert plan comes with powerful AI automation features.
7. LiveAgent
Founded in 2004, LiveAgent is a help desk software which helps Ecommerce businesses personalise their customer communication and interactions. It offers around 175+ live chat and help desk features and 200+ integrations, serving around 150 million users globally.
This robust customer service platform offers an easy-to-use interface with reliable customer service and seamless integration capabilities. Software Advice has announced LiveAgent as the most recommended live chat software of 2023.
Not just this, it's also known to be the fastest chat widget available in the market which pops up in the window in just 2.5 seconds. It's the best Ecommerce live chat software ideal for omnichannel communication.
Features
- Internal chat
- Customisable chat buttons
- Chat button animations
- Chat button gallery
- Chat distribution
- Self-designed and customisable chat window
- Real-time chat
- Proactive chat invitations
- Chat invitation gallery
- Chat history
- Chat embedded tracking
- Real-time typing-view
- Universal inbox
- Hybrid ticket stream
- Current URL of live chat visitor
Notable Customers
Oxford University, Yamaha, BMW
Pricing
LiveAgent offers different pricing plans categorised under “Business” and “Enterprise”. For businesses, the pricing goes like this:
- Small Business: $15 per month (or $9 per month when billed annually).
- Medium Business: $35 per month (or $29 per month when billed annually).
- Large Business: $59 per month (or $49 per month when billed annually).
For Enterprises, the pricing is $85 per month (or $69 per month when billed annually). Interested Ecommerce businesses may check the full list of features and offerings in each pricing plan before choosing the best plan for their business. Furthermore, their plans require no set-up costs or credit cards and also have a free trial period of 14 or 30 days.
8. Tawk.to
Tawk.to is a free live chat software for Ecommerce websites which provides a live chat window using which incoming visitors on your website can connect directly with a chat agent. Ideal for startups and small businesses, it also helps you monitor the activity history of your website traffic, thus assisting you in creating a personalised journey for them.
It doesn't have AI chatbots as its support agents. Instead, businesses can create live chat pages and hire virtual chat agents to enhance their customer support. Although it doesn't offer much advanced services, it is best known for being free to download and use. It's known to be the world's most widely used Ecommerce live chat software.
Features
- Integrate live chat to your website
- Group Messaging
- Respond to chats from any mobile (both iOS and Android)
- Customisable chat widget
- Multilingual chat in around 45+ languages
- Create response “shortcuts”
- Hire chat agents at as low as $1/hr
- Real-time view of basic performance analytics and activities of web visitors
Notable Customers
Domino’s, Ski.com, True Corp, Grafico
Pricing
Task.to’s live chat is completely free to download and use. However, you can hire chat agents from their website for just $1/hour and virtual agents from just $7.50/hour.
9. Freshchat
Freshchat is a cloud communications platform which helps businesses engage with their customers on all communication channels and platforms. Trusted by over 60,000 businesses, it's the best and most recommended Ecommerce live chat tool for call centre support.
It offers a simple, no-code live chat solution which has a comprehensive list of features to connect with your customers across all channels in any language. From managing messaging and conversations to improving agent productivity, it has a lot of solutions catered to make live chat more responsive, personalised and engaging for customers.
Features
- AI-powered chatbots available 24*7
- Chat transcripts
- Customisable web widget
- Automated chat routing
- Live language translation
- Multilingual support in 33+ languages
- Team inbox
- Canned responses
- 1000+ Integrations
- Visitor Intel
- IntelliAssign
- Real-time dashboard
- Team member report
- 1,000 pre-delivered marketing and customer support tools
Notable Customers
Bridgestone, TaylorMade, Blue Nile, 7-Eleven, Thomas Cook
Pricing
Freshchat’s live chat can be categorised into four segments:
- Free: free forever for upto 10 agents
- Growth: $19/agent/month when billed annually
- Pro: $49/agent/month when billed annually
- Enterprise: $79/agent/month when billed annually
Each of their pricing plans has its own set of features. Businesses are requested to check out their website to have a detailed overview of the features offered under each plan.
10. Olark
Olark is a software services company highly specialised in Ecommerce live chat software. The company was founded back in 2009 by four co-founder friends. By now, the company has a huge client base of more than 11,000 businesses. With over a decade of expertise in the field of live chat solutions the company always keeps their values clear for their services. The company witnessed more than 51 million chats in their all-time records.
Features
- Chatbox customization
- Real-time chat reports
- Streamline workflows
- Live chat translation in over 100 languages
- Chat transcripts
- Custom chatbox forms
- Software Integration
- Files like JPG, PDF, and TXT support in chat
- Canned responses
- Data redaction, encryption, and IP ban features
Notable Customers
Pagerduty, Front, Bonobos, indeed, Trunk club
Pricing
Olark offers one of the simplest pricing plans available. Users can access all the features of live chat for just $29 per month. Additionally, there is an option for Olark Pro, tailored for users who require a customized plan. They are also offering a free trial of their products.
Conclusion
Ecommerce live chat software is a must-have for all Ecommerce stores in today's customer-centric world. It not only helps customers in their shopping journey on the platform by being available 24*7 but also has cost savings benefits for the business.
Do you want to set up the best live chat software for your Ecommerce store? App0 is here to help you out. Built specifically for Ecommerce stores like you, App0 helps you build conversational live chat, AI chatbots and agents without much coding. This AI concierge is a market expert well-trained to understand your business, customers' product portfolio and customers. Besides understanding and adapting just to your customers, it also learns your business processes, integrating them to boost customer acquisition and retention marketing.
The best part is that your customers can literally start their conversation anywhere- from text, SMS, web chat, or directly from the website. Integrating seamlessly, our AI concierge can handle all types of customer requests right, from offering personalised product recommendations to queries related to order management and post-purchase e-commerce support.
Here's why leading Ecommerce giants trust App0 when it comes to conversational live chat. With App0, you can guide your customers to order their favourite products anytime, hassle-free, with just a simple text—no downloads, accounts, or logins required! Moreover, it also has a chat-driven Seamless Checkout feature, which facilitates checkout for customers without having them exit the conversation thread. Getting started is a breeze; connect your data for tailored AI training. Let App0 transform your business by improving your customer service—request a demo now and witness the impact firsthand!
Ecommerce Live Chat Software: FAQs
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