15 Best Ecommerce Live Chat Tools for 2024

In the world of ecommerce, where every click and conversion counts, customer engagement is the key to unlocking success. In today's competitive landscape, simply having a great product isn't enough. Businesses need to go the extra mile to connect with their customers, provide exceptional service, and foster lasting relationships.

Enter the power of live chat for ecommerce, a revolutionary tool that has transformed the way ecommerce businesses interact with their customers. Live chat offers a direct line of communication, enabling real-time conversations that can resolve issues, answer questions, and guide customers through their shopping journey.

But with the best live chat software for ecommerce choosing the right one for your ecommerce store can be a daunting task. That's why we've compiled a comprehensive list of the 15 best ecommerce live chat software for 2024, carefully curated to help you find the perfect solution for your business needs.

What is ecommerce live chat?

Ecommerce live chat refers to the use of real-time messaging tools on an e-commerce website to facilitate communication between online shoppers and customer support representatives. This type of ecommerce live chat support feature enables immediate interaction, allowing customers to ask questions, seek assistance, or get information while browsing a website.

What are the key features of ecommerce live chat?

Key features and aspects of e-commerce live chat include:

Real-time Communication: Unlike email or traditional customer support channels, live chat allows for instant communication. Customers can receive immediate responses to their queries.

Customer Support: Live chat tool for ecommerce is often used as a customer support tool. It provides shoppers with the opportunity to ask questions about products, shipping, returns, or any other concerns they may have.

Product Recommendations: Online live chat can be used to offer personalized product recommendations based on customer preferences and needs. This can enhance the overall shopping experience.

Problem Resolution: If customers encounter issues during the checkout process or face technical problems, live chat enables them to quickly get assistance and resolve issues.

Proactive Engagement: Some e-commerce websites use proactive live chat, where a chat window pops up automatically after a certain period or when a customer performs a specific action. This can help initiate conversations and assist customers who might need help but haven't reached out.

Order Tracking: e-commerce live chat can be used to provide real-time updates on order status, shipping information, and tracking details, keeping customers informed about their purchases.

Multichannel Support: E-commerce live chat is often integrated with other communication channels, allowing customers to seamlessly transition between chat, email, or phone support as needed.

Analytics and Insights: Many e-commerce platforms with live chat features provide analytics and insights into customer interactions. This data can be valuable for understanding customer behavior, improving service, and identifying common pain points.

What are the benefits of live chat for ecommerce?

E-commerce live chat offers various benefits for both businesses and customers. Here are some key advantages:

Increased Sales: Live chat can contribute to higher conversion rates by helping customers make informed decisions. Representatives can provide product recommendations, address concerns, and guide customers through the purchasing process.

Reduced Cart Abandonment: Live chat can help prevent cart abandonment by addressing any uncertainties or issues that customers may encounter during the checkout process. Providing assistance at critical moments can encourage customers to complete their purchases.

Personalized Interactions: Live chat enables businesses to offer personalized interactions based on customer preferences and behavior. This personalized touch can enhance the overall customer experience and build customer loyalty.

Cost-Effective Customer Support: Live chat is often more cost-effective than traditional customer support methods like phone support. Representatives can handle multiple chat sessions simultaneously, making it an efficient way to assist customers.

Improved Customer Satisfaction: The immediacy and convenience of live chat contribute to higher levels of customer satisfaction. Resolving issues promptly and providing helpful information can leave a positive impression on customers.

Access to Customer Insights: Live chat tools often come with analytics features that provide valuable insights into customer behavior and preferences. Businesses can use this data to optimize their strategies, improve products, and enhance customer service.

Multichannel Support Integration: Many live chat systems can be integrated with other communication channels, creating a seamless and consistent customer support experience across various platforms.

24/7 Availability: Some businesses use automated chatbots to provide basic information and support outside of regular business hours. This ensures that customers can get assistance at any time, increasing accessibility and convenience.

Feedback Collection: Live chat interactions can be an opportunity to collect feedback from customers. This feedback can be valuable for identifying areas of improvement and understanding customer satisfaction.

15 best Ecommerce live chat for online businesses

Here are the 15 best ecommerce live chat for onlines businesses:

Manifest AI

Manifest AI is a GPT powered AI ecommerce live chat software designed to enhance the online shopping experience. It integrates seamlessly into e-commerce platforms, offering a range of features:

Features:

• Personalized Product Recommendations: Manifest AI analyzes customer data to provide tailored product suggestions, helping shoppers find items that match their preferences.
• Multilingual Support: It caters to a global audience by supporting all global languages, making it accessible to a diverse customer base.
• Efficient Customer Service: The chatbot handles a wide range of queries, providing instant responses and improving customer satisfaction.
• Customization Options: Users can customize the chatbot according to their brand’s tone and specific needs, ensuring a consistent brand experience.
• Advanced Search Functionality: The software uses natural language processing to enhance search capabilities, offering more relevant and accurate search results.
• AI Training: Manifest AI is a very powerful chatbot which can trains automatically on your own data and even it has an option to upload custom pdf and more.
• Improved Engagement: Through interactive and contextual conversations, it engages customers effectively, enhancing the overall shopping experience.

Free Trial: 14 day free trial

Ratings: 4.5 Ratings by Shopify App Store

Why Choose Manifest AI?
Choosing Manifest AI can benefit an ecommerce business by providing a more personalized and efficient shopping experience for customers. Its ability to handle customer inquiries promptly and accurately can lead to increased customer satisfaction and potentially higher sales conversions. Additionally, the multilingual support and customization options make it a versatile tool for businesses aiming to expand their reach and personalize their customer interactions.

Tidio

Tidio is a powerful and versatile live chat tool that offers a wide range of features to help you connect with your customers and boost your sales. It is easy to use and set up, and it comes with a free plan that is perfect for small businesses.

Overall ratings: 4.5 out of 5 stars

Free trial: yes

Key Features:

• Proactive chat invitations: Send automated chat messages to visitors based on their activity on your website.
• Visitor tracking: Track visitors' behavior on your website and see what pages they are viewing.
• Co-browsing: Share your screen with visitors to help them with tasks.
• File sharing: Share files with visitors to provide them with additional information.
• Knowledge base: Create a knowledge base of FAQs and other helpful resources for visitors.
• AI-powered chatbots: Use chatbots to answer common questions and provide first-level support.

Gorgias

Gorgias is a customer support platform that is specifically designed for Shopify stores. It offers a number of features that are tailored to the needs of eCommerce businesses, such as product support, order tracking, and customer insights.

Overall ratings: 4.8 out of 5 stars

Free trial: no

Key Features:

• Shopify integration: Seamlessly integrate with your Shopify store.
• Product support: Answer questions about products and orders.
• Order tracking: Track orders and provide real-time updates to customers.
• Customer insights: Gain insights into customer behavior and preferences.

Reamaze

Reamaze is a cloud-based customer support platform that offers a variety of communication channels, including live chat, email, and social media. It is a good option for businesses that need a comprehensive solution for managing their customer support.

Overall ratings: 4.7 out of 5 stars

Free trial: yes

Key Features:

• Omnichannel support: Manage all customer interactions from a single platform.
• Social media integration: Respond to customer inquiries on social media.
• Conversation routing: Route conversations to the right team members.
• Reporting and analytics: Track your customer support performance.

Richpanel

Richpanel is a live chat tool that offers a number of unique features, such as proactive chat invitations and visitor tracking. It is a good option for businesses that want to take their customer engagement to the next level.

Overall ratings: 4.6 out of 5 stars

Free trial: yes

Key Features:

• Trigger-based chat invitations: Send chat invitations based on specific triggers, such as page views or time spent on the site.
• Visitor Targeting: Target chat invitations to specific segments of your audience.
• Call-to-action buttons: Add call-to-action buttons to your chat bubble to encourage engagement.
• Chat history: Access chat history to review past conversations.

Tawk.to

Tawk.to is a free live chat tool that is a good option for businesses just starting out with live chat. It is easy to use and set up, and it offers a number of essential features.

Overall ratings: 4.4 out of 5 stars

Free trial: yes

Key Features:

• Free plan: Get started with a free plan that includes all essential features.
• Cross-platform compatibility: Use Tawk.to on your website, mobile app, and social media pages.
• Customizable chat widget: Customize the chat widget to match your brand.
• File transfer: Share files with visitors to provide them with additional information.

Chatra

Chatra is a lightweight live chat tool that is designed to be easy to use and integrate with your website. It is a good option for businesses that want a simple and straightforward live chat solution.

Overall ratings: 4.3 out of 5 stars

Free trial: yes

Key Features:

• Lightweight and easy to use: Chatra is a lightweight chat tool that is easy to set up and use.
• Native mobile apps: Use Chatra's native mobile apps to chat with customers on the go.
• Real-time typing insights: See what visitors are typing in real-time.
• Saved replies: Save frequently used responses to save time.

JivoChat

JivoChat is a versatile live chat tool that offers a number of features, including co-browsing, file sharing, and call-to-action buttons. It is a good option for businesses that want a feature-rich live chat solution.

Overall ratings: 4.2 out of 5 stars

Free trial: yes

Key Features:

• Multilingual support: JivoChat supports over 40 languages.
• Mobile app integrations: Integrate JivoChat with your mobile apps to provide seamless support.
• CRM integration: Integrate JivoChat with your CRM to manage customer data.
• Security features: JivoChat offers a number of security features to protect your data.

eDesk

eDesk is a cloud-based helpdesk software that offers a variety of communication channels, including live chat, email, and phone. With its comprehensive suite of features, eDesk is a good option for businesses that need a unified platform for managing their customer interactions.

Overall ratings: 4.1 out of 5 stars

Free trial: yes

Key features:

• Multi-channel support: Manage all customer interactions from a single platform, including live chat, email, phone, and social media.
• Automated ticket routing: Automatically route tickets to the right team members based on pre-defined rules.
• Knowledge base management: Create and manage a knowledge base of FAQs and other helpful resources for customers.
• Self-service portal: Provide customers with a self-service portal where they can submit tickets, track their progress, and access FAQs.
• Reporting and analytics: Gain insights into your customer support performance with detailed reports and analytics.

Help Scout

Help Scout is a customer service software designed for modern e-commerce businesses. It primarily focuses on providing efficient and streamlined communication between businesses and their customers.

Free trial: Yes

Ratings: 3.4

Here are some key features of Help Scout:

• Shared Inbox: Consolidates customer interactions in one place, allowing for easy management and collaboration among team members.
• Knowledge Base: Offers self-service options for customers, reducing the need for direct support.
• Reporting and Analytics: Provides insights into customer service performance, helping businesses improve their support strategies.
• Integrations: Seamlessly integrates with other tools and platforms, enhancing its functionality.

Intercom

Intercom is a customer communication platform that offers a number of features to help businesses connect with their customers throughout their entire lifecycle.

Overall ratings: 4.4 out of 5 stars

Free trial: no

Key features:

• Targeted messaging: Send targeted messages to customers based on their behavior, preferences, and demographics.
• Product tours: Guide customers through your product with interactive product tours.
• In-app messaging: Send targeted messages to customers within your app.
• Customer feedback: Collect customer feedback with surveys and polls.

Zendesk Chat

Zendesk Chat is a cloud-based live chat tool that is part of the Zendesk customer service platform. It is a good option for businesses that already use Zendesk for other customer support tasks.

Overall ratings: 4.3 out of 5 stars

Free trial: yes

Key Features:

• Zendesk integration: Seamlessly integrate Zendesk Chat with other Zendesk products.
• Knowledge base integration: Access your knowledge base from within the chat window.
• Ticket creation: Create tickets from chat conversations.

Acquire

Acquire is a live chat tool that is designed to help businesses collect leads and improve conversion rates. It offers a number of features, including targeted chat invitations, lead routing, and sales analytics.

Overall ratings: 3.5 out of 5 stars

Free trial: yes

Key Features:

• Targeted chat invitations: Send chat invitations to specific segments of your audience.
• Lead routing: Route leads to the right sales team members.
• Sales analytics: Track your sales performance and identify areas for improvement.

Olark

Olark is a cloud-based live chat tool that is easy to use and affordable. It is a good option for small businesses just starting out with live chat.

Overall ratings: 4.3 out of 5 stars

Free trial: yes

Key Features:

• Easy to use: Olark is easy to set up and use, even for non-technical users.
• Affordable: Olark offers a free plan and paid plans that are priced per agent.
• Mobile apps: Use Olark's mobile apps to chat with customers on the go.

LiveAgent

LiveAgent is a cloud-based customer support platform that offers a number of communication channels, including live chat, email, and phone. It is a good option for businesses that need a comprehensive solution for managing their customer support.

Overall ratings: 4.5 out of 5 stars

Free trial: yes

Key Features:

• A cloud-based platform: Access LiveAgent from anywhere in the world.
• Multi-channel support: Manage all customer interactions from a single platform.
• Automation: Automate tasks such as routing conversations and sending follow-up emails.
• Reporting and analytics: Track your customer support performance.

Tips on how to choose the right ecommerce live chat for your business

Choosing the right eCommerce live chat tool for your business can be a daunting task, with a plethora of options available, each with its own unique set of features and pricing. Here are some tips to help you narrow down your options and select the best tool for your needs:

1. Define your needs and goals:

Before you start evaluating different live chat tools, it's important to clearly define your needs and goals. What do you hope to achieve with live chat? Do you want to improve customer satisfaction? Increase sales? Reduce support costs? Once you know your objectives, you can start looking for tools that align with those goals.

2. Consider your budget:

Live chat tools come in a range of pricing tiers, from free plans with basic features to premium plans with advanced features and support. Determine how much you're willing to spend on a live chat tool and factor that into your decision-making process.

3. Assess your website's traffic and support volume:

If you have a high-volume website with a lot of customer interactions, you'll need a live chat tool that can handle the load and provide reliable support. Consider the number of concurrent chat sessions you'll need to support and the complexity of your customer inquiries.

4. Evaluate the features and integrations:

Different live chat tools offer a variety of features, such as proactive chat invitations, chatbot integration, knowledge base integration, and analytics. Consider which features are most important to you and ensure that the tool you choose offers those capabilities.

5. Check compatibility with your website and CRM:

Make sure the live chat tool you choose is compatible with your website platform and any CRM software you use. You'll want to ensure that the tool integrates seamlessly with your existing systems to streamline your customer support operations.

6. Read reviews and testimonials:

Before making a decision, take some time to read reviews and testimonials from other businesses that have used the live chat tool you're considering. This will give you valuable insights into the tool's performance, ease of use, and customer support.

7. Sign up for a free trial:

Many live chat tools offer free trials, which allow you to test out the tool's features and functionality before you commit to a paid plan. Take advantage of these trials to get hands-on experience with the tool and see if it meets your needs.

8. Consider scalability:

As your business grows, you'll want a live chat tool that can scale to accommodate your increasing needs. Choose a tool that offers flexible pricing plans and the ability to add more users or features as required.

9. Evaluate customer support:

The quality of customer support can be a major factor in your decision. Choose a live chat tool that offers responsive and helpful customer support, especially if you anticipate needing assistance with setup, troubleshooting, or training.

10. Make an informed decision:

Once you've carefully evaluated your options and considered all the factors mentioned above, you can make an informed decision about the best eCommerce live chat tool for your business.

Conclusion

As the world of eCommerce continues to evolve, so do the tools and technologies that businesses need to stay ahead of the curve. In 2024, live chat will continue to be an essential tool for eCommerce businesses of all sizes. With its ability to provide real-time customer support, increase sales, and improve customer satisfaction, live chat is a must-have for any business that wants to succeed in the online marketplace.

The 15 live chat tools listed above are some of the best options available for eCommerce businesses in 2024. Each tool has its own unique features and benefits, so it is important to choose the one that is right for your business. Consider your budget, your customer support needs, and your website's traffic when making your decision.

With the right live chat tool in place, you can take your eCommerce business to the next level in 2024.