Live Chat for Ecommerce: Top 10 Shortlist for 2023 Sarah Chan Rejante February 21, 2023
Customer experience matters more than product features.
Yes, we said it.
It sounds controversial at first, but we invite you to consider what makes a product truly feel "premium."
A "premium" product will definitely feel superior, but are its features always that much better than its competitors?
Starbucks is a prime example of a premium brand. When you stop for a coffee at a Starbucks, the difference is apparent.
The interior design of a Starbucks is inviting, almost as if it's asking you to stay for a while.
The customer service is welcoming and it's expected of employees to service you in a quick, efficient, but not rushed manner.
While some takeout places will call out your order number to let you know it's ready, at Starbucks, your name is written on your cup so employees can call you by name.
These personalized details make a difference and it shows—Starbucks raked in over $26.58 billion in net revenue in 2022, nearly 2 billion more than the previous year.
Their personalization isn't just exclusive to its brick-and-mortar stores, either.
Starbucks has taken personalization online through its loyalty program and in-app recommendations. In fact, "Starbucks has said that its personalization initiative 'is the single biggest driver' of improved spend per customer it has seen."
If you're wondering why this is the case, GWI's 2022 commerce report shows that 70% of consumers value a personalized shopping experience.
A personalized shopping experience makes customers feel special and gives brands the opportunity to address their needs directly.
This unique relationship with customers is what differentiates a business from its competitors and will keep customers coming back.
That's why we recommend implementing live chat software on your website.
Live chat software allows you to bring that personalized experience to your online customers.
Just like having a smiling employee waving at customers from your front entrance, a live chat popup welcomes visitors and encourages customer engagement throughout every step of the process.
Keep reading to see our top 10 live chat tools for ecommerce.
What is live chat for ecommerce?
Ecommerce live chat tools allow brands to instantly communicate with their website visitors.
It's easy to spot an ecommerce live chat tool on a website as it's usually, but not exclusively, displayed as a live chat widget on the bottom right corner of a website.
In some cases, the live chat tool will pop up on a customer's first visit to the website to let them know the feature is available.
"Hey! I'm here to help. Ask me anything!"
A visitor can then choose to minimize the window and go about their shopping, knowing there's a live chat customer support agent available to answer any questions they may have.
Let's be real, customers don't have time to wait for an email or phone call response.
In the fast-paced world of ecommerce, your customers could find several alternative products in the time it takes to hear back from you.
Forrester reports that 59% of customers are more likely to make a purchase when their queries are resolved in under a minute.
That's why most businesses choose to implement live chat for ecommerce websites.
We've compiled a list of the best live chat software for your ecommerce website, comparing all of the important factors including pricing, key features, and user interface.
1. Tidio—most affordable startup costs
Image. Tidio homepage.
If you're looking for cost-effective, flexible live chat software, you may want to give Tidio a try.
Pros
Pricing is affordable and free to start
Can add chatbots while on the free plan
Send unlimited messages on the free plan
User-friendly interface
Cons
The free plan limits you to 50 unique visitors
Can't manage client chats via WhatsApp or Twitter
Limited language support
Pricing: Alongside their free plan, Tidio's paid subscriptions are also affordable, starting at $15.83/month per operator.
Integrations: Over 30 apps and platforms including Shopify, Squarespace, BigCommerce, Wix, Instagram, Facebook Messenger, and WordPress.
Ideal for: Small to mid-sized businesses looking to try ecommerce live chat tools for the first time.
Check out more of Tidio's features here.
2. Glass.io—best live video chat tool
Glass.io is a live video chat tool that allows you to start video conversations with your website visitors.
Take personalization to a new level by putting a human face in front of your customers.
You'll be able to give your customers all the benefits of face-to-face interactions—anytime, anywhere.
Pros
Gain information about customers in real-time
Trigger notifications to connect with customers when they begin to show buying intent
The only option for instant, in-app video, and voice conversations
Easy installation (just a Javascript snippet)
Cons
Fewer app integrations
A new startup with an early access program (may take a bit to activate your account)
Pricing: Starts at $200/month
Integrations: Slack, Salesforce, Pipedrive, and Hubspot CRM.
Ideal for: Businesses looking to provide a higher touch at critical revenue points (evaluating a purchase, booking a demo, post-signup setup, and concierge onboarding).
Want to learn more? Visit Glass.io's website and chat with one of their live agents.
3. Freshdesk Messaging—most versatile live chat
Image. Freshdesk homepage.
If you're looking for an ecommerce live chat software that can integrate across your website, mobile app, and social media, you'll definitely want to check out Freshdesk.
Pros
Omnichannel support includes email, phone, chat, and social media platforms
Comes with AI-powered chatbots with features including recording chat transcripts, generating customer support tickets, and call-routing to call centers
Cons
Extended features are on the pricier side
Pricing: Starts at $15/month per agent, billed annually.
Integrations: Over 35 platforms including Freshbooks, MailChimp, Zapier, and more.
Ideal for: Mid to large-sized businesses looking for an ecommerce live chat tool in addition to a full suite of customer service tools, including customer call center support.
4. ZenDesk—best live chat software for enterprises
ZenDesk offers a wide array of customer service tools for enterprises including live chat tools.
Pros
Omnichannel support
Access to canned responses
AI-powered customer routing
Pre chat surveys
Specified triggers that connect customers with helpful resources
Cons
Fewer integration than its counterparts
Chatbot integrations must be built using ZenDesk's API
Most useful features only offered on Premium or higher subscription plan
Pricing: Starts at $19/month per agent, however, ZenDesk has a wide variety of pricing plans depending on your business needs.
Integrations: Facebook Messenger, WhatsApp, Shopify, Magento, WooCommerce
Ideal for: Enterprise companies looking for a more robust offering of customer service and sales tools alongside a live chat tool.
5. Olark—most user-friendly standalone live chat for ecommerce
Image. Olark homepage.
Olark is a great no-frills solution for businesses looking to connect with their website visitors without needing any additional customer support tools.
Pros
Custom pre-chat forms
Triggered messages
Offline messaging
Cons
Only offers the basics
Pricing: Olark will set you back $29/month per seat, which is great for small teams.
Integrations: Wide variety of integrations including MailChimp, Shopify, Salesforce, WordPress, and more.
Ideal for: If you're looking for no-frills ecommerce live chat software for your small to medium support team, Olark is your best bet.
6. LiveChat—best sales-focused ecommerce live chat
Looking to ramp up sales and track your success along the way? You may want to try LiveChat.
Pros
Targeted messages for your chatbot
Tag chats for easy sorting and improved analytics
Easily share files between customers and support agents
Detailed reports on agent performance and customer satisfaction
Cons
No automated spell-check
Occasional lag when receiving messages
Pricing: If you're looking to get the most value for your sales spend, LiveChat will only set you back $16/month per seat.
Integrations: LiveChat integrates with over 200+ channels, including Facebook messenger, Shopify, Pipedrive, and more.
Ideal for: Mid to large-sized businesses that can take advantage of their advanced reporting features.
7. HelpCrunch—most customizable design
Image. HelpCrunch homepage.
HelpCrunch is a multichannel live chat widget that compiles all communications channels into one platform.
Pros
Over 20 customization options and custom CSS styling for improved branding
Exit pop-up feature helps with customer retention
Cons
Can get pricey with additional users
Some users noted delays in receiving mobile app notifications
No free option
Pricing: Their pricing is on the affordable side at $12/month per seat.
Integrations: HelpCrunch integrates with a wide variety of social media platforms and ecommerce software including Shopify, Facebook Messenger, WhatsApp, Slack, and more.
Ideal for: Businesses looking to have cohesive branding across all of their platforms.
8. Intercom—best for larger businesses
Increase sales and convert more leads through Intercom's diverse, adaptable, and flexible live chat solutions.
Pros
Routing feature connects customers to a self-service portal
Complex tickets are routed to live chat agents
Customer segmentation
Cons
Fewer customization options
No Slack integration
Reporting tools are limited for lower-tier plans
Pricing: "Very small businesses" start at $67/month. Larger businesses should contact their team for a demo and custom pricing plans.
Integrations: Wide range of integrations including Salesforce, Github, Stripe, Hubspot, and more. See the full list here.
Ideal for: SaaS and large-sized businesses looking to dive into the world of live chat for ecommerce.
Read our related article on Intercom alternatives for more live chat options!
9. Liveperson—best AI-powered live chat for ecommerce
Image. Liveperson homepage.
Are you looking to automate your customer service strategy and improve customer satisfaction?
Liveperson seamlessly integrates its live chat across multiple platforms and services, including Facebook Messenger and SMS messaging.
Pros
Allows you to automate customer interactions using chatbots and Liveperson's Conversational AI.
Chatbots can lead customers through in-chat payments
Cons
Some clients report poor customer support
Pricing: Liveperson requires you to contact their customer service team for a demo and pricing.
Integrations: Salesforce, Zendesk, Apple Business Chat, Facebook Messenger, and more.
Ideal for: Businesses of all sizes looking to boost sales and reduce customer service costs.
10. Tawk.to—best free ecommerce live chat
Tawk.to offers a free-to-use live ecommerce live chat solution.
If your ecommerce store or online store is looking for an easy-to-use, straightforward live chat software, Tawk.to might be for you.
Pros
Website visitor activity monitoring features help you provide personalized live chat support from your iOS or Android mobile app
If you're looking to access more live chat agents, Tawk.to also allows you to hire third-party customer support agents at a rate of $1 per hour
Cons
Includes "powered by Tawk.to" branding when using their free version
Pricing: To remove Tawk.to's branding, they offer a paid subscription that will run you $19/ month.
Integrations: WordPress, Zapier, Shopify, Wix, Joomla, and more.
Ideal for: Small businesses looking for low-cost live chat solutions
In closing
If you're looking to set your ecommerce website apart from your competitors, we highly recommend offering live chat support.
Implementing live chat customer support will help you build stronger customer relationships, qualify more leads, and move your customers down the sales pipeline.
Your customers will appreciate having instant contact with customer support when they need it the most.
Sarah Chan Rejante is a digital marketer and social media coordinator based in Toronto, Canada. She has a Bachelor’s Degree in Public Relations from Humber College and is passionate about marketing and getting in front of customers in the right way.
About Glass.io
With Glass.io, you can reach across the screen and help visitors make a buying decision. See exactly how visitors use your website in real-time, trigger a notification to the right sales rep when they show buying intent, and start a personalized conversation (chat or video) at the perfect moment.
Plug your leaky sales pipeline by engaging with your website visitors while you have their attention. Sign up for an account here.