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Expedite A Better CX With The Best E-Commerce Live Chat Tool

Customer interactions become more effective when backed by live chat software automation and personalization.

Reduces Cart Abandonment

A robust e-commerce customer live chat software learn customer behavior quickly and provide an effective offer to them which helps in completing the sale cycle without sounding artificial.

Real-time Chat Support

Provide real time assistance even when there are no employees available for chat with automated response and effective chat sessions.

Create Impactful CX

A multichannel customer support ensures a seamless communication flowing between various platforms without losing any track.

Empower Business Growth

An e-commerce live chat platform offers a variety of metrics to track for customer interaction and business’s response time. Thus, helping you create a niche in the industry.

Integrating e-commerce live chat into your business strategy is a strategic move with multifaceted benefits. Not only does it provide a rapid with effective means to address customer needs promptly, but it also plays a pivotal role in contributing to overall business growth and efficiency.

Live chat enables you to connect with your customers in real time, offering immediate solutions to their inquiries, which can significantly enhance their overall shopping experience. It’s an investment in enhancing the customer journey and securing your place in the market.

  1. 1 What is an E-Commerce Live Chat Software?
  2. 2 Must Have Features of an Ecommerce Live Chat Software
  3. 3 11 Best E-commerce Live Chat for Online Stores Reviewed
  4. 4 How to Setup Your ECommerce Live Chat for Success (Best Practices)
  5. 5 What Are The Benefits of E-Commerce Live Chat?
  6. 6 Common ECommerce Live Chat Pitfalls to Avoid (and How to Fix Them)
  7. 7 Improve Your Online Business CX with Omni24’s Best Ecommerce Live Chat App
  8. 8 Scale Your Conversations with Omni24’s Digital Customer Experience Platform
  9. 9 FAQs about ECommerce Live Chat

What is an E-Commerce Live Chat Software?

ECommerce Live Chat is a real-time communication technology that enables online stores to communicate with customers in real-time over the Internet, usually via their website or mobile app. While increasing online conversions, the online live chat platform improves customer satisfaction and provides quick answers to customer inquiries as well.

A best live chat software for ecommerce improves customer experience by offering personalized assistance quickly, increasing customer confidence and satisfaction. It also provides an opportunity for online shoppers to get instant assistance when making purchasing decisions. The software streamlines customer service operations by providing simplified communication solutions for customers.

Must Have Features of an Ecommerce Live Chat Software

Whether you’re a CEO of a small-scale business or an organizational leader of a big corporation, you need to consider these six features in an e-commerce live chat software.

Ecommerce Live Chat Software Features

1. Team Inbox

A team inbox feature will allow all customer service agents to access the same live chat conversations, enabling efficient and productive collaboration in resolving customer queries quickly.

2. Self-Service Options

By providing customers with self-service options such as FAQs, websites or knowledge bases, it would be easier to solve less complicated customer inquiries and leave more time for agents to handle more complex issues.

3. Workflow Automation

One of the major benefits of live chat for ecommerce is that it can help reduce manual labor by automating mundane processes like routing messages and assigning tasks amongst teams.

4. Chatbots

Chatbots are a great way to provide customers with quality service that can integrate seamlessly into an e-commerce live chat software system. Powered by artificial intelligence (AI) allows the bot to simulate help with consumer inquiries without requiring manual labor from a support staff member.

5. Sales Tracking

A habilitation in the e-commerce live chat software allows you to track sales while customers are in the midst of an online chat conversation so that you can ensure their experience is not just satisfactory but enjoyable throughout their interactions with your business.

6. Visitor Analytics

Having an analytics dashboard integrated into your e-commerce live chat software will enable merchants to track the performances of their agents and provide insights into customer behavior that will help in accurate decision-making about business operations within the platform

11 Best E-commerce Live Chat for Online Stores Reviewed

Live chat has become an essential tool for enhancing customer support and engagement in the e-commerce industry. We’ll explore some of the best live chat solutions for ecommerce designed to empower online stores in building stronger customer relationships and boosting conversions.

1. Omni24

Omni SMB Support Tool

Best eCommerce live chat software for small & medium online businesses

Omni24’s cutting-edge live chat platform is your ticket to providing an always-on customer experience that truly sets your brand apart. The e-commerce live chat tool boosts your support throughout customers’ entire journey, ensuring a consistent and exceptional brand experience.

One of its notable features is the ability to convert leads in real time allowing you to engage with website visitors precisely when they need assistance. Omni24’s live chat tool not only enhances customer satisfaction but also significantly boosts your chances of turning potential leads into loyal customers, ultimately driving sales growth.

The platform goes beyond just reactive support by offering self-service options. By providing customers with quick access to answers to their inquiries without the need to wait on hold you elevate the overall customer experience while reducing support costs. The approach aligns perfectly with the modern customer’s preference for autonomy and convenience.

Key features:

  • Multichannel support options: The ecommerce live chat tool allows you to centralize all communication options within the chat messenger, making it incredibly convenient for customers to reach out for help whenever they require it. It also allows you to access different channels seamlessly.
  • Precisive targeting: The ability to target visitors at precisely the right moment with the most relevant messaging. Omni24 doesn’t just boost engagement but also leads to higher conversion rates, making your marketing efforts more effective than ever before.
  • Results driven: For businesses focused on sales, the online chat tool simplifies the process by allowing you to book meetings instantly within the messenger. It eliminates the need for lengthy back-and-forth communications streamlining the sales process. It’s a game changer for any company looking to drive revenue and enhance the customer journey.
  • Insightful metrics: Omni24 equips your team with powerful analytics and insights, providing a deep understanding of visitor behavior on your website. The data-driven approach empowers your team to make informed decisions, optimize marketing efforts and fine-tune your customer support strategies.

Pricing: Although the pricing depends on factors like user count, level of features required, etc, the basic plan starts at $34/month. Omni24 offers a 14-day trial pack to explore all its features. Check out this link for more details.

2. Veemo Chat

Veemo Chat inbox

The top live chat platform for online businesses

Veemo stands as an intuitive live chat platform designed to craft an ever-responsive and seamless customer experience, fostering consistency with excellence in brand interactions across every touchpoint.

At its core, Veemo empowers businesses to convert leads in real time, engaging with website visitors instantaneously, addressing their needs promptly, and thereby facilitating the conversion of prospects into loyal customers while driving sales growth.

The e-commerce live chat platform offers the self-service option to the customers, its readily accessible resources enable them to effortlessly access quick answers to their inquiries, sidestepping the need to endure frustrating wait times on hold.

Key features:

  • Streamline your sales: Veemo offers the ability to book meetings directly within the messenger, eliminating the need for time-consuming back-and-forth communications.
  • Customer-centric platform: Drives user engagement and initiates personalized communication to enable higher customer satisfaction. It also offers customer surveys to refer to and improve your overall productivity.
  • Turn issues into tasks: Veemo streamlines the workflow where any issues coming up will turn into a high-priority opportunity to resolve.

Pricing: Veemo provides a plan for every kind of business. Starting with $34/user/month and $79/user/month, it also offers an enterprise plan at $149/user/month. Get custom features depending on the business’s requirements as well. Here’s the link to know more.

3. HubSpot Service Hub

A great eCommerce live chat solution for building customer relationship

HubSpot Service Hub is a powerful tool to help build relationships with customers, helping you provide great customer service through live chat features and ticketing. With options like easy to set up and use, the live chat tool also comes with marketing automation integrations that make automating customer service processes simple.

Key features: HubSpot Service Hub enables seamless integration with any e-commerce platform, allowing Live Chat to be used in Online Stores. Utilize automated triggers to send contextual messages based on customer behavior, rapidly increasing response and conversion rates.

Pricing: Hubspot service hub offers 3-tier pricings where it starts at $50/month for two users and can accommodate enterprise level costing $1200/month for 10 users. You can always go for a free trial to see if it adjusts to your needs.

4. Tawk.to

The ultimate eCommerce live chat tool for your small business

Tawk.to is an easy-to-use customer communication platform for online businesses, offering a free live chat service that connects their customers with the right people within their organization who can help them. It allows businesses to customize their chat window, provide automated messages, welcome messages, track customer details, and much more.

Key features: Tawk.to provides businesses with the ability to engage customers in real‑time and enhance their online shopping experience. With a simple copy-and-paste process, Tawk.to can be quickly integrated into any eCommerce store in just a few clicks. Businesses can access comprehensive analytics for monitoring chat performance and identifying opportunities for improvement.

Pricing: Tawk.to is one of the few brands that take pride in offering premium features at no cost! Most of its offerings are free and they ask you to sign up to know more about it.

5. Intercom

Intercom Customer Experience Management Software

The ultimate live chat software for high-quality customer segmentation

Intercom is an intelligent customer messaging platform that places powerful tools in the hands of small and medium-sized online stores to easily engage with shoppers through in-app or web conversations from any device. With specific tools such as segmentation, bots, reporting and management capabilities, it provides access to an extensive range of product features.

Key features:

  • Automated messages: Intercom’s automated messages help customers quickly find the answers they’re looking for without requiring live agents.
  • Real-time chat: With real-time chat support, customers can easily get personalized help from a live agent in minutes.
  • Customization options: Intercom allows for various customization options to enhance the look and feel of their platform, ensuring the customer has a great experience every time.

Pricing: The live chat platform recommends you to take a $395/month plan that accommodates up to 5 users and additional cost for each add-on user. It also comes with a starter pack at only $74/month. However, you can connect to the team if you need more customization and flexibility.

6. Drift

The dynamic eCommerce live chat platform for every e-store

Drift is a conversational marketing platform designed specifically for sales and marketing teams working with e-commerce-focused retailers. It helps sales teams understand customer behavior onsite by providing targeted lead outreach services such as personalized in-app messages with notifications, segmented campaigns based on audience tags and real-time product demos through video calls & chats.

Key features:

  • Robust interface: An intuitive and user-friendly interface that can be easily used to connect customers with business owners in real time.
  • Track analytics swiftly: The Analytics suite helps you track conversations, detect leads, measure customer engagement while getting insights on the market and your product portfolio.
  • Efficient interaction: It provides targeting capabilities, proactive messages, and lead-capture tools for businesses to interact with potential customers.

Pricing: They only offer annual plans starting at $2500 with access to multiple features. However, you’ll need to connect with them for more customization and of course, the prices will change accordingly!

7. LiveChat

LiveChat Ecommerce Live Chat

Best live chat for ecommerce with medium scale operations

LiveChat is an easy-to-use live chat tool that offers a wide range of features to help you deliver better customer service. Designed with eCommerce in mind, it allows you to quickly and easily integrate with your online store platform. You can also use the built-in CRM to keep track of returning customers or tailor the support experience by enabling automatic messages for first-time customers.

Key Features:

  • Customizable in-app messaging: With customizable in-app messaging, customers can access contextual help without ever leaving your store.
  • Automated messages: Show customers you’re available with automatic messages that launch when they take a particular action or visit a specific page.
  • Integrations: Integrate LiveChat with various e-commerce platforms to get an even deeper level of context and insight into customer behavior.

Pricing: Live chat offers 4 tiers costing at just $20/month per user especially if you choose the annual plan. It offers worthy features at every tier. Their team plan costs $41 per month and business plan costs $59 per month when charged annually.

8. Olark

An efficient live chat tool for easy integrations with other websites

Olark offers an all-in-one live chat solution for eCommerce websites enabling merchants to engage with customers directly from the website. Olark’s easy-to-use dashboard makes it incredibly simple to set up, manage, and customize your conversations. It also comes with helpful integrations like Shopify and Magento, making it a good choice for medium as well as large e-commerce websites.

Key features:

  • Easy personalization: Customizable live chat to boost e-commerce stores, with the ability to provide visitors with tailored support and personalized information about products.
  • Action tracking: Smart triggers can notify agents when a customer has added more items to their cart or has not responded to a message, allowing for proactive outreach.
  • Analysis and reports: The reporting suite tracks important metrics such as response time and resolution rate, so agents can make adjustments based on performance feedback.

Pricing: Olarks basic plan starts at $29 per month per seat and any additional customizations or optimizations will be charged accordingly.

9. Crisp.chat

The top eCommerce live chat software to automate conversations

Crisp.chat is an AI-powered customer engagement platform specifically designed for e-commerce stores. It helps you connect with your customers at scale by offering automated messages and personalized conversations based on customer behavior data. You can also use its plugin marketplace to find useful extras like surveys with survey integrations with popular payment gateways such as BigCommerce and PayPal Express Checkout.

Key features:

  • Variety to choose from: It comes with features such as a customizable chat widget, rich notifications, and integrations with apps like Shopify.
  • Automates conversations: Its proactive chatbot automation enables personalized visitor engagement to convert customers quickly and efficiently.
  • Customer-centric tools: You can also leverage Crisp’s features such as detailed analytics on customer behavior, team collaboration tools for efficient handling of customer inquiries, and other useful functions.

Pricing: It comes with a 3-tier plan where the basic one is free, its pro plan costs $25/month per workspace and its unlimited plan costs $95/month per workspace. Of course, any add ons will be charged accordingly.

10. Userlike

An excellent eCommerce live chat solution to enhance customer communication

Userlike offers a comprehensive suite of live chat solutions tailor-made for small businesses. It provides 24/7 multi-channel customer service with automated scenarios along with time-saving integrations such as push notifications and lead generation forms so you can easily identify new leads coming from your website or app. Userlike also provides AI-powered features such as ‘smart replay’ which enables you to anticipate the future needs of web visitors based on previous conversations.

Key features:

  • Faster response: Userlike’s live chat support gives you quick and reliable customer service for your online store.
  • Easy routings: Its intelligent message-routing features help you connect with customers faster and more effectively.
  • Message automation: Automated messages ensure timely responses, so you never miss an inquiry from your customers.

Pricing: With a four tier pricing, userlike starts with a free account then goes to $100/month and $320/month. They also offer flexible plans that are charged biannually and annually too!

11. Zoho SalesIQ

The top live chat platform for a seamless omnichannel interactions

Zoho SalesIQ is a cloud-based live chat service that brings customers to the heart of your business. You can provide seamless customer interactions on each website page or app and track customer behaviors in real-time analytics to make smarter decisions about marketing campaigns as well as sales strategies. The e-commerce live chat platform also offers customizable messages, AI chatbots and automated trigger messages so you can serve your customers better.

Key features:

  • Seamless engagement: Easily engage visitors on your online store and increase conversions with Zoho SalesIQ’s live chat tools.
  • Efficient observations: Monitor customer behavior in real-time for increased efficiency, with an analytics dashboard.
  • Quality customer service: Ensure the best customer support experience, with automated rules and custom triggers that are easy to activate.

Pricing: With a 4 tier pricing plan, Zoho SalesIQ comes with a free basic plan and charges $7/month per user to the last being $20/month per user. It is extremely budget friendly for start-ups and small business owners.

How to Setup Your ECommerce Live Chat for Success (Best Practices)

How to Setup Your ECommerce Live Chat for Success

Setting up your eCommerce live chat for success involves implementing best practices that ensure effective customer service and engagement.

Here’s an elaboration on each of the listed practices:

1. Establish Clear Goals and Objectives

Before implementing live chat, define your purpose. Are you aiming to provide real-time support, boost sales, or gather customer feedback? Knowing your goals helps you measure success and tailor your approach accordingly.

2. Create Customer Profiles to Gain an Understanding of Customer Needs

Develop customer personas to understand your audience better. Identify their needs, preferences, and common questions. The gathered information will guide your chat interactions and allow you to address customer concerns proactively.

3. Put Training Systems and Protocols in Place

Properly train your customer service team on using the live chat solution and the etiquette expected in chat interactions. Ensure they can handle common issues and escalate when necessary.

4. Set Standard Response Times Per Channel

Be aware of customer expectations regarding response times for live chat. Adjust the standards based on customer feedback and the complexity of the issues being addressed. The agile approach ensures that your response times remain aligned with customer demands and the evolving nature of your support landscape.

5. Collect Data Around Chats Conducted

Collect data from chat interactions to identify trends, problems and areas for improvement. Analyze chat transcripts to discover recurring issues and refine your support processes. Analyzing chat transcripts provides an invaluable resource for refining your strategies and enhancing the overall customer experience.

6. Take Advantage of Automated Responses

Use automated responses for common queries or to acknowledge customer inquiries when agents are unavailable. Ensure that the responses are well-crafted and provide value. Strike the right balance between automation and personalization to maintain high-quality service even during peak demand or outside regular business hours.

7. Invest in Quality Assurance Programs

Develop quality assurance programs to ensure that chat interactions meet your standards. Regularly review chat transcripts, provide feedback to agents, and identify areas where improvements are needed.

8. Analyze Feedback Obtained Through Chats

Pay attention to customer feedback provided during chats. Resolve customer pain points and use the feedback to improve product/service improvements. Identify trends in customer concerns and address them proactively.

9. Gather Customer Testimonials

Encourage satisfied customers to share their chat experiences as testimonials. The testimonials when accompanied by pictures can be used as valuable content for your website or email marketing campaigns building trust with potential customers.

10. Utilize AI-Driven Bots Enhanced by Professionals

Implement AI-driven chatbots to handle routine queries and provide quick responses. Enhance the bots with human contributors who can step in when complex or personalized assistance is required. The combination ensures a richer and more effective conversation experience for customers.

What Are The Benefits of E-Commerce Live Chat?

The competition is fierce everywhere and customer expectations are constantly evolving. Integrating a robust e-commerce live chat system can be a game changer for your business.

E-Commerce Live Chat Benefits

Here’s an in-depth exploration of the Ecommerce live chat benefits:
1. Speed Up Resolution Times with Real Time Support
E-commerce live chat software empowers customers to instantly connect with a support agent through a chat window. The real-time interaction drastically reduces the time required to resolve queries, ensuring customers enjoy a seamless shopping experience.
2. Reduce Cart Abandonment Rates
When customers encounter issues or uncertainties during their shopping journey, they may abandon their carts. E-commerce live chat offers quick customer support, providing timely assistance that encourages customers to proceed with their purchases, thus diminishing cart abandonment rates.
3. Deliver 24×7 Support with Self-Service Options
AI chatbots, as an integral part of e-commerce live chat, provide automated self-service options. Customers can find answers even when human representatives are unavailable to ensure round-the-clock support.
4. Save Time with Automation
The usage of automated message templates proves invaluable for customer support teams. The templates eliminate the need to repeatedly type out responses to common customer inquiries, resulting in faster resolutions and significant time savings.
5. Personalized Service Based on Customers’ Shopping History
AI-driven e-commerce chat solutions gather data on shoppers’ buying behavior, including items viewed, abandoned carts, and more. Armed with the relevant information customer service representatives can provide highly personalized service enhancing the overall customer experience.
6. Increase Conversion and Sales
Being accessible to answer questions or address concerns during a sale presents a golden opportunity to boost conversions and decrease abandoned carts. The ability to suggest alternate or additional products at the right moment can significantly impact your sales.
7. Unify Your Customer Orders in One Place
Many e-commerce live chat solutions offer seamless integration with other systems like payment gateways, CRMs, and ERPs. A successful integration provides a unified view of all your orders, enhancing visibility and efficiency in order management.
8. Measure Your Team Performance
A top-notch e-commerce live chat software should offer real-time performance metrics. Metrics like ticket completion and first-call resolution rate empower you to manage your resources better. You can improve team efficiency and productivity by allocating tasks more effectively.
9. Improved Customer Satisfaction
Superior customer service is one of the key elements of success for any e-commerce store. Investing in an E-commerce Web Chat Solution streamlines support and elevates overall customer satisfaction. Happy customers are more likely to leave positive reviews and exhibit loyalty, simplifying the journey for prospective customers in the future.

Common ECommerce Live Chat Pitfalls to Avoid (and How to Fix Them)

ECommerce Live Chat Pitfalls to Avoid

Common eCommerce live chat platform pitfalls can hinder the effectiveness of your customer service and negatively impact the customer experience.

Here’s an elaboration on the pitfalls and how to fix them:

Slow Response Time

  • Pitfall: Slow response times frustrate customers and may lead to chat abandonment.
  • Fix: Ensure you have a sufficient number of well-trained customer service agents available during peak hours to maintain fast and consistent response times. Implement automated chat routing to direct inquiries to available agents.

Inconsistent Messaging

  • Pitfall: Inconsistent responses from different agents can confuse customers and erode trust in your brand.
  • Fix: Establish clear guidelines and standardized responses for common inquiries. Train your customer service team to adhere to the guidelines and maintain a consistent tone and style in all interactions.

No Self-Service Options

  • Pitfall: Lack of self-service options means customers have to rely solely on live chat support, leading to longer wait times.
  • Fix: Create as well as promote self-service resources such as FAQs, knowledge bases, and troubleshooting guides. Encourage customers to use the resources for quick issue resolution before resorting to live chat.

Lack of Personalization

  • Pitfall: Generic responses make customers feel undervalued and unimportant.
  • Fix: Use data-driven insights to personalize responses. Ask personalized questions to understand the customer’s issue better and tailor your responses accordingly. Reference past interactions and customer preferences when relevant.

Over-Reliance on Chatbots

  • Pitfall: Overusing chatbots can lead to customer frustration if they can’t resolve complex issues or if human assistance is required.
  • Fix: Ensure that chatbots are well-trained and capable of handling a wide range of customer queries accurately. Implement a seamless transition from bots to human agents when necessary, and communicate it to the customer.

Improve Your Online Business CX with Omni24’s Best Ecommerce Live Chat App

An excellent customer service experience is no longer an option but has become a deciding factor in the world of ecommerce and online businesses. Customers have numerous choices at their fingertips, and a positive experience can make all the difference in whether they choose to make a purchase or not.

Ecommerce live chat, like Omni24, allows customers to have real-time conversations, offering authentic assistance whenever they need it. Omni24’s instant support can greatly improve sales conversions as it eliminates any potential barriers that customers face during their shopping journey.

One of the key advantages of Omni24’s live chat platform is the ability to offer personalized and tailored customer support. Engaging directly with customers addresses their concerns, answers questions, and guides them to purchase. Your brand eventually builds trust, fosters loyalty, and boosts repeat business.

Scale Your Conversations with Omni24’s Digital Customer Experience Platform

Omni24’s DCX platform harnesses automation and AI to deliver unified customer experiences across digital channels, while keeping human touch.

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FAQs about ECommerce Live Chat

Most ECommerce Live Chat Software operates through a widget or a chat box that can be easily installed on a website. When a visitor opens the website, they can initiate a chat by clicking on the widget. The chat is then routed to a customer service representative who can respond promptly. The chat history is often saved, allowing agents to refer back to previous conversations and provide better assistance.

Using ECommerce Live Chat Software offers several advantages. Firstly, it enables businesses to provide instant support to their customers, increasing customer satisfaction and loyalty. It also facilitates the resolution of issues in real time, reducing the chances of customers abandoning their shopping carts. ECommerce Live Chat Software also allows companies to gather valuable customer data, improve their understanding of customer needs, and make data-driven business decisions.

Yes, many ECommerce Live Chat Software solutions offer automation features. It includes chatbots, which can provide instant responses to common queries, gather customer information, and even offer product recommendations based on customer preferences.  But, it is important to find the right balance between automation and human interaction to ensure a seamless customer experience.

ECommerce Live Chat Software can significantly impact sales by providing personalized assistance to potential customers. Agents can guide visitors through the purchasing process, answer product-related questions, and offer discounts or special offers. By proactively engaging with customers, businesses can create a positive shopping experience, build trust, and ultimately increase conversions with sales.

Yes, many ecommerce live chat tools offer automation features. Chatbots can be integrated into the tool to answer basic customer queries, provide product recommendations, or assist with order tracking. Automation can help handle multiple chats simultaneously, providing instant responses, and freeing up support representatives for more complex queries.

Integrating ECommerce Live Chat on your website is relatively simple. Numerous live chat software providers that offer easy-to-install plugins or code snippets. You can choose a provider that suits your needs, customize the chat window to match your website’s design, and start engaging with visitors in no time.

Yes, ECommerce Live Chat platforms often offer features that allow you to track customer data and analyze chat transcripts. The data provides valuable insights into customer behavior, preferences, and pain points. Analyzing the information allows you to optimize your marketing strategies, refine your products or services, and improve the overall customer experience.

Omnichannel Customer Engagement Made Easy

Omni24 helps you to convert more customers, automate customer lifecycle engagement and deliver personalized support at scale.

  • Ultimate Guide to Customer Engagement

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  • Ultimate Guide to Live Chat

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Copyright ©2022 Veemo All rights reserved.

Copyright ©2022 Veemo All rights reserved.