Top 10 Best Live Chat Tools for Ecommerce Websites

Live chat has become a must-have feature for eCommerce websites looking to enhance customer engagement and boost sales. As online shopping continues to grow, offering real-time assistance through live chat not only improves customer satisfaction but also helps increase conversions. But with so many options available, how do you choose the best live chat for ecommerce? 

To help answer that question, we’ve carefully reviewed a selection of live chat tools, considering their features, pricing, and the value they offer to eCommerce businesses. This article breaks down the top 10 live chat tools that can help you streamline customer service and improve your online store’s performance.

1. LiveChat

Based in: Wrocław, Poland

LiveChat is an AI live chat software designed to help businesses deliver exceptional customer service through real-time communication. Co-founded by Mariusz Cieply and Maciej Jarzebowski, LiveChat stands out for its comprehensive AI features. The software includes AI-powered chatbots that handle routine inquiries, AI-driven response suggestions for agents, and automated chat categorization tools to ensure customer queries are directed to the right team. Trusted by over 39,000 websites, LiveChat has revolutionized customer support for eCommerce businesses, offering seamless integrations with Shopify, WordPress, and many other platforms. It also allows businesses to offer voice, video, and screen-sharing capabilities to better assist customers through the buying process.

Best Features:

• AI-powered chatbots for automation.
• AI-driven response suggestions for agents.
• Real-time visitor monitoring and proactive chat triggers.
• Integration with over 200 third-party tools, including Shopify and HubSpot.
• Voice, video, and screen-sharing options for deeper customer support.

Clients: PayPal, IKEA, Ryanair, ING, McDonald’s, Samsung, Adobe, and others.

Pricing: Plans start at $20 per agent per month, with a 14-day free trial.

Best For: Best live chat for ecommerce businesses seeking a comprehensive, AI-driven live chat solution.

2. Intercom

Based in: San Francisco, California, USA

Intercom is a comprehensive messaging platform that offers live chat, bots, and in-app messaging for eCommerce websites. It is designed to provide personalized customer support at scale by leveraging AI-powered bots that automate common tasks. Intercom allows businesses to engage customers through targeted messaging, providing real-time support and assistance based on customer behavior. The platform’s segmentation features enable businesses to send highly relevant messages to customers, improving engagement and conversion rates.

Best Features:

• AI-powered bots for automation and lead qualification.
• Targeted messaging based on customer behavior.
• In-app messaging and email support.
• Real-time reporting and analytics.
• Advanced segmentation for personalized messaging.

Clients: Shopify, Atlassian, and New Relic.

Pricing: Starts at $39 per month.

Best For: Best for businesses looking for a powerful customer engagement platform with live chat and messaging capabilities.

3. Tidio

Based in: Szczecin, Poland

Tidio is a popular live chat tool that combines real-time chat with AI-powered automation. Designed to help businesses offer immediate support, Tidio allows companies to integrate chatbots that can handle frequently asked questions and provide instant assistance. It also integrates easily with platforms like Shopify, WooCommerce, and Facebook, enabling businesses to streamline communication across channels. Tidio offers a free plan with basic features, making it an attractive option for smaller eCommerce businesses.

Key Features:

• Free plan with basic live chat features.
• AI-powered chatbots for automating responses.
• Multi-channel support, including email and Facebook.
• Customizable chatbot workflows.
• Integration with Shopify and WooCommerce.

Clients: Used by over 300,000 businesses globally.

Pricing: Free plan available; paid plans start at $18 per month.

Best For: Best for small to medium-sized businesses seeking an affordable and easy-to-use live chat solution.

4. Freshchat

Based in: San Mateo, California, USA

Freshchat is an intuitive live chat tool designed for businesses that want to automate customer service and boost customer engagement. Freshchat uses AI-powered bots to handle routine inquiries, allowing agents to focus on more complex issues. It integrates well with platforms like Shopify, Magento, and Freshworks CRM, making it ideal for businesses that need an integrated solution for managing customer interactions. With its multi-channel messaging capabilities, Freshchat helps businesses stay connected with customers across various platforms.

Key Features:

• AI-powered bots for automating support.
• Proactive chat triggers based on customer behavior.
• Integration with Shopify, Magento, and Freshworks CRM.
• Real-time visitor tracking and analytics.
• Multi-channel messaging (WhatsApp, email, etc.).

Clients: Sony, Honda, and Toshiba.

Pricing: Free plan available; paid plans start at $15 per agent per month.

Best For: Best for businesses using Freshworks tools or those that need multi-channel support.

5. Zendesk Chat

Based in: San Francisco, California, USA

Zendesk Chat, formerly known as Zopim, is one of the leading live chat tools, offering powerful chat capabilities for customer service teams. It features AI-driven automation to help businesses respond to customers quickly and efficiently. Zendesk Chat integrates seamlessly with Zendesk’s support suite, making it ideal for businesses that already use Zendesk for ticketing and customer support. With real-time visitor monitoring and detailed analytics, Zendesk Chat allows businesses to optimize their customer support strategies.

Key Features:

• AI-powered bots for automated chat responses.
• Seamless integration with Zendesk Support.
• Real-time visitor monitoring and proactive chat triggers.
• Customizable chat windows.
• Analytics and reporting tools.

Clients: Shopify, Uber, and HP.

Pricing: Starts at $14 per agent per month.

Best For: Best for businesses already using Zendesk and looking for an integrated live chat solution.

6. Olark

Based in: San Francisco, California, USA

Olark is a simple and effective live chat software that integrates easily into websites. It offers real-time visitor tracking, automated chat triggers, and canned responses to quickly address frequently asked questions. Olark’s user-friendly interface makes it easy for businesses to provide support without a steep learning curve. While it doesn’t have as many advanced AI features as other platforms, it’s a great option for businesses that need a straightforward live chat tool.

Key Features:

• Real-time visitor tracking and proactive chat triggers.
• Canned responses for quick replies.
• Customizable chat widget.
• Integration with platforms like Shopify and WordPress.
• Chat history and reporting tools.

Clients: Red Bull, eBay, and Groupon.

Pricing: Starts at $19 per agent per month.

Best For: Best for businesses seeking a simple and affordable live chat tool.

7. LiveAgent

Based in: Bratislava, Slovakia

LiveAgent is an all-in-one customer support platform that includes live chat, ticketing, and multi-channel communication. With AI-powered routing and real-time visitor monitoring, LiveAgent helps businesses engage with customers in real-time. It integrates seamlessly with popular eCommerce platforms, including Shopify and Magento, making it an excellent choice for online stores. LiveAgent’s comprehensive ticketing system ensures that no customer query goes unanswered, even if agents are unavailable.

Key Features:

• AI-powered chat routing and ticket management.
• Multi-channel support (email, chat, social media).
• Real-time visitor tracking and proactive engagement.
• Knowledge base integration.
• Detailed analytics and reporting.

Clients: BMW, IKEA, and Yamaha.

Pricing: Starts at $15 per agent per month.

Best For: Best for businesses needing a multi-channel customer support solution.

8. Crisp

Based in: Paris, France

Crisp is an advanced live chat software that integrates AI-powered chatbots and messaging across multiple channels. It helps businesses automate responses, track customer interactions, and engage customers in real-time. Crisp’s multi-channel support includes email, SMS, and social media, making it easy to centralize all communications in one platform. Its robust reporting and analytics tools provide valuable insights into customer behavior and help businesses improve their support strategies.

Key Features:

• AI-powered chatbots for automation.
• Multi-channel messaging (SMS, email, social media).
• Real-time notifications and ticket management.
• Integration with CRM systems.
• Customizable chat widgets.

Clients: Domino’s, Decathlon, and Sephora.

Pricing: Free plan available; paid plans start at $25 per month.

Best For: Best for businesses looking for a flexible, multi-channel live chat tool.

9. Chatfuel

Based in: San Francisco, California, USA

Chatfuel is a chatbot platform primarily focused on social media engagement, particularly on Facebook Messenger. It also offers live chat capabilities for websites, making it a versatile tool for automating customer service tasks. With AI-powered bots, Chatfuel helps businesses handle customer inquiries, recommend products, and process orders, all while integrating seamlessly with eCommerce platforms like Shopify.

Key Features:

• AI-powered bots for automating responses.
• Integration with Facebook Messenger, Shopify, and more.
• Personalized messaging and product recommendations.
• No coding required to set up bots.
• Analytics for monitoring bot performance.

Clients: Adidas, Toyota, and Pizza Hut.

Pricing:
Free plan available; paid plans start at $15 per month.

Best For: Best for businesses focusing on social media customer service and automation.

10. WhosOn

Based in: Stoke-on-Trent, United Kingdom

WhosOn is a live chat and customer support tool that focuses on providing businesses with real-time engagement tools and valuable insights. Its AI-powered automation features help businesses manage a high volume of customer inquiries effectively. WhosOn’s powerful analytics tools provide a deeper understanding of customer behavior and support performance, helping businesses optimize their customer service strategies.

Key Features:

• AI chatbots for automating responses.
• Detailed customer analytics and reporting.
• Real-time visitor monitoring.
• Multi-channel support (email, chat, social media).
• Integration with eCommerce platforms.

Clients: T-Mobile, Tesco, and Virgin Media.

Pricing: Starts at $25 per month.

Best For: Best for businesses needing detailed analytics and AI-powered automation for real-time engagement.

How do I ensure I’m choosing the right live chat tool?

To find the best live chat for ecommerce, you need to consider how the tool will integrate with your existing systems. Look for live chat software that integrates seamlessly with your eCommerce platform (like Shopify or WooCommerce) and other business tools, such as CRM systems or email marketing platforms. 

Additionally, prioritize tools that offer automation features like AI-driven chatbots, which can help streamline your customer service by handling routine inquiries and freeing up your agents for more complex issues.

What features should I prioritize when selecting a live chat tool?

When choosing the best live chat for ecommerce, focus on tools that offer a few key features:

• AI Automation. Look for AI-powered chatbots and automated response suggestions, like LiveChat, which can improve efficiency and response time.
• Real-time Monitoring. Ensure the tool allows you to track visitors and interact proactively with potential customers.
• Customization. The ability to customize your chat widget to match your brand’s style is important for maintaining a consistent user experience.
• Multi-channel Support. Consider platforms that support multiple communication channels like email, social media, and SMS, ensuring you can offer customer support across various touchpoints.

Conclusion

Choosing the best live chat for ecommerce can significantly enhance customer satisfaction, streamline communication, and drive higher conversion rates for your online store. Whether you’re looking for AI-powered automation, seamless integration with eCommerce platforms, or real-time support, the live chat tools mentioned in this article offer a range of features to fit various business needs. 

Through careful consideration of factors like automation, customer support features, and ease of integration, you can find the ideal live chat solution to bring your eCommerce customer service to the next level!