Live chat apps can boost sales and improve customer service for Shopify stores. With 41% of customers preferring live chat over other support channels, these tools are essential for e-commerce success. Here’s a quick overview of the 10 best live chat apps for Shopify in 2025, their standout features, and pricing:
Top Picks:
- Tidio: AI chatbots, cart recovery, product recommendations. Free plan available; premium starts at $29/month.
- LiveChat: Proactive engagement, product cards, analytics. Plans start at $24/month per agent.
- Gorgias: Order management, AI-powered automation. Starts at $10/month.
- Zendesk: Omnichannel support, smart triggers, AI chatbots. Pricing begins at $55/month per agent.
- Intercom: Targeted messaging, self-service portal, advanced AI. Starts at $29/seat.
- Chatra: Cart visibility, typing preview, multi-channel support. Free plan; Pro plan at $41/month.
- Re:amaze: Video calls, workflow automation, real-time screen sharing. Plans start at $29/month per user.
- Olark: Visitor tracking, cart-saving, customizable chatbox. Pricing starts at $19/month per agent.
- tawk.to: Free live chat with unlimited agents; premium features like branding removal at $19/month.
- Drift: Lead qualification, advanced routing, real-time notifications. Enterprise-focused, starting at $10,000/year.
Quick Comparison Table
| App | Starting Price | Key Features | Best For |
|---|---|---|---|
| Tidio | Free/$29/month | AI chatbots, cart recovery | Small businesses |
| LiveChat | $24/month | Proactive chats, analytics | Medium businesses |
| Gorgias | $10/month | Order management, automation | Enterprise |
| Zendesk | $55/month | Omnichannel, AI chatbots | Large teams |
| Intercom | $29/seat | Targeted messaging, AI tools | Mid-market |
| Chatra | Free/$41/month | Cart visibility, multi-channel | Small teams |
| Re:amaze | $29/month | Video calls, workflow automation | Growing businesses |
| Olark | $19/month | Visitor tracking, cart-saving | Small to medium stores |
| tawk.to | Free | Unlimited agents, ticketing | Startups |
| Drift | $10,000/year | Lead qualification, routing | Enterprise |
These apps cater to various business sizes, from startups to large enterprises. Choose based on your store’s needs, such as budget, customer volume, and required features like AI automation or advanced integrations.
Best Shopify Live Chat Apps
1. Tidio
Tidio provides live chat, AI-powered chatbots, and multi-channel messaging tailored for Shopify stores. It merges various communication tools to streamline customer service.
Key Performance Metrics:
- Handles up to 85% of customer service interactions through automation
- Reduces customer wait times by 86%
- Boosts customer satisfaction scores by 24%
- Drives over $4.5 billion in sales using automation
The platform includes Shopify-focused features such as:
| Feature | What It Does |
|---|---|
| Order Management | View customer carts and manage orders in chat |
| Multi-store Dashboard | Link multiple Shopify stores to one interface |
| Cart Recovery | Automatically re-engage customers with abandoned carts |
| Product Recommendations | Offer personalized product suggestions during chats |
| Customer History | Access a full shopping history directly in the inbox |
"I love the data and I love the self-learning kind of aspect of Lyro. We’ve been able to pull hundreds of questions from our FAQ and continue to have Lyro learn from that information." – Jackelyn Dacanay, Marketing Director at Bella Santé
Pricing Structure for 2025:
- Free Plan: Includes 50 conversations/month with basic features
- Starter: $29/month for 100 conversations
- Growth: $59/month for up to 2,000 conversations
- Plus: $749/month with custom conversation limits
- Premium: $2,999/month for unlimited conversations
Tidio is trusted by over 20,000 businesses and ensures enterprise-level security with HTTPS, GDPR, and PCI compliance . Its drag-and-drop chatbot builder simplifies automation setup. For Shopify Plus users, Tidio Premium offers a 50% AI resolution rate and access to dedicated success managers. The analytics dashboard provides insights into chat performance, response times, and customer satisfaction.
Next, we’ll dive into LiveChat’s features designed specifically for Shopify stores.
2. LiveChat
LiveChat works seamlessly with Shopify to improve customer interactions and drive sales through real-time support.
Key Features:
| Feature | Purpose |
|---|---|
| Customer Insight | View shopping cart details, order history, and delivery updates |
| Product Cards | Share product suggestions with images and descriptions |
| Proactive Engagement | Automatically start chats based on visitor activity |
| Store Analytics | Monitor visitor behavior and track conversion rates |
| Analytics Dashboard | Analyze greeting conversions and browsing trends |
After adopting LiveChat, Logical Position saw a 150% increase in inbound leads and a 30–40% boost in sales .
2025 Pricing Plans:
| Plan | Monthly Cost (Per Agent) | Annual Cost (Per Agent) |
|---|---|---|
| Starter | $24 | $20 |
| Team | $49 | $41 |
| Business | $69 | $59 |
| Enterprise | Custom (~$149) | Contact Sales |
Each plan includes a 14-day free trial with AI-powered tools. Annual subscriptions come with a 15% discount . If you need the ChatBot add-on, pricing starts at $52/month when billed annually .
Real-world success stories highlight LiveChat’s capabilities. For example, Pioneer Millworks shares how the Shopify integration has simplified their customer experience:
"The Shopify integration enables us to get samples into customers’ hands a lot easier than just sending them a link to the online sample store", says Deanna Varble .
Advanced Integration Options:
- Easy installation through the Shopify app store
- Customizable chat widget to match your brand’s style
- Compatibility with over 200 third-party apps
- Omnichannel support, including Messenger and Apple Business Chat
These features make customer support more efficient, helping Shopify store owners manage their operations smoothly.
"We’re running a subscription business, so it’s not just about making more sales every day. It’s about retaining customers longer, and keeping them happy is the best way to do that." – Johan Danielsson, Sensorem
The Customer Insight tool consolidates key customer data in one place, making it easier for support teams to respond quickly and effectively . For businesses looking to scale their Shopify operations, LiveChat provides the tools needed to handle high customer volumes with ease.
3. Gorgias
Gorgias uses automation and AI to transform Shopify customer support into a revenue-driven operation. Its seamless integration simplifies customer service workflows, making it a go-to solution for many businesses.
Key Features and Benefits
| Feature | Description |
|---|---|
| AI-Powered Support | Automates up to 60% of customer inquiries, freeing up team resources |
| Unified Communications | Consolidates all customer interactions into one dashboard |
| Order Management | Enables direct order editing, refunds, and tracking |
| Revenue Tracking | Monitors how support impacts sales directly |
| Self-Service Tools | Cuts helpdesk tickets by 50% |
2025 Pricing
| Plan | Monthly Cost | Ticket Volume | Overage Cost |
|---|---|---|---|
| Starter | $10 | 50 tickets | $0.40 per ticket |
| Basic | $60 | 300 tickets | $40 per 100 tickets |
| Pro | $360 | 2,000 tickets | $36 per 100 tickets |
| Advanced | $900 | 5,000 tickets | $36 per 100 tickets |
These pricing tiers highlight Gorgias’s value, as shown by fashion retailer Princess Polly. The company improved efficiency by 40%, reduced resolution time by 80%, and achieved a 95% faster first response time .
"Customers can self-serve for 60% of interactions, which means our team has more time to focus on tickets that need human attention", – Molly Kerrigan, Senior Director of Retention
Gorgias also automates tasks like order cancellations, edits, and reshipments, further boosting productivity.
"Nowadays, people expect quick responses and rapid assistance. AI Agent is perfect to meet these expectations", says Sindi Melgar, Customer Service Manager
For ALOHAS, a Barcelona-based brand, automated order management has reduced chat volume while maintaining customer satisfaction . Key results include an average of $38,702 revenue per chat, a 50% ticket reduction, and a 1-hour average first response time .
"I believe that AI combined with human agents is the future – that’s where we’re going to see perfect customer experience", notes Tosha Moyer, Senior CX Manager
4. Zendesk
Zendesk is a versatile support tool for Shopify, bringing live chat, messaging, phone, email, and social media together in one dashboard. It uses smart features to help businesses improve customer interactions and boost sales.
Key Features
| Feature | Description |
|---|---|
| Agent Workspace | Provides customer data, order history, and ticket tracking in one place. |
| Smart Triggers | Sends alerts for cart abandonment and site exits. |
| Order Management | Allows refunds and cancellations directly within Zendesk. |
| AI Chatbots | Offers automated responses and smart routing for inquiries. |
| Analytics | Includes pre-built dashboards and performance tracking tools. |
| Integration Hub | Connects with over 1,500 apps and integrations. |
2025 Pricing Plans
| Plan Type | Monthly Cost (Annual Billing) | Features |
|---|---|---|
| Suite Team | $55 per agent | Basic omnichannel support. |
| Suite Growth | $89 per agent | Workflow automation included. |
| Suite Professional | $115 per agent | Custom analytics and reporting. |
| Suite Enterprise | $169 per agent | Advanced enterprise-level features. |
Zendesk has proven its value for e-commerce businesses. Spartan Race, for example, saw a 300% increase in e-commerce sales in 2020 by using Zendesk with Shopify. They also managed to answer 99% of customer questions without agents needing to leave the Zendesk workspace .
The platform is particularly effective for improving conversions. Michelle Swart, a data analyst and Zendesk administrator at Spoonflower, shared:
"Our revenue per user is higher when a customer is chatting with us versus browsing the site on their own…conversion rate in chat is nine times higher than the standard conversion rate for customers using the site."
Zendesk also offers premium add-ons for businesses looking to expand functionality:
- Advanced AI: $50 per agent/month
- Workforce Management: $25 per agent/month
- Quality Assurance: $35 per agent/month
- Advanced Data Privacy and Protection: $50 per agent/month
Its AI-driven self-service tools and knowledge base software simplify support processes while keeping interactions personal. Features like smart triggers let agents monitor customer behavior and identify chances to upsell or provide tailored support.
For businesses with multiple Shopify stores, Zendesk offers centralized control through a unified dashboard. Teams can customize views, track performance metrics, and maintain consistent support quality across all storefronts . These capabilities make Zendesk a standout choice for Shopify live chat solutions, leading us to the next option: Intercom.
5. Intercom
Intercom combines live chat with advanced AI to help Shopify stores manage customer support more efficiently. By integrating customer data, order history, and product details into its Inbox, it reduces response times and improves service quality.
Key Features
| Feature | Description |
|---|---|
| Self-Service Portal | Lets customers check their order status for the past 60 days |
| Fin AI Agent | Automates common inquiries at $0.99 per resolution |
| Order Management | Displays customer data and order details directly in the Inbox |
| Targeted Messaging | Sends personalized messages based on user behavior |
| Multi-Channel Support | Combines live chat, email, and messaging into a single platform |
| Shopify Integration | Offers direct access to store data and customer information |
2025 Pricing Structure
| Plan | Monthly Cost | Features Included |
|---|---|---|
| Essential | $29/seat | Basic live chat and messaging |
| Advanced | $85/seat | 20 lite seats plus additional features |
| Expert | $132/seat | 50 lite seats with premium tools |
| Proactive Support Plus | $99 flat rate | Advanced engagement tools |
These pricing options provide access to a variety of tools designed to improve customer satisfaction and engagement.
Intercom’s AI has delivered measurable results for companies like Lightspeed and MOO. Lightspeed shared:
"The results we have seen with Fin are groundbreaking, double-digit gains in engagement and resolution rates."
MOO also praised Intercom’s performance:
"Meeting customer demand has never been smoother, leading to an impressive 98% CSAT."
Advanced Features
- Real-time tracking and customer engagement
- Customizable messenger design
- Automated customer segmentation
- Order status verification directly within chat
- Product search functionality in the Help Desk
Intercom earned the top spot in G2’s 2025 Winter report for the AI Agent category, highlighting its strength in AI-driven customer service. However, some users have noted that the platform’s integration can slow website loading times .
A 14-day free trial is available, along with significant discounts – up to 90% – for startups through the Early Stage Program. While Intercom offers a robust suite of features, be sure to evaluate the pricing to ensure it aligns with your business needs.
6. Chatra
Chatra is a live chat tool designed for Shopify stores, combining real-time messaging with features tailored for e-commerce. With a 4.8/5 rating on the Shopify App Store and 92% of reviews at 5 stars , it’s a popular choice for businesses aiming to improve customer interaction.
Key Features and Tools
| Feature Category | Capabilities |
|---|---|
| Customer Interaction | Real-time typing preview, visitor tracking, canned responses |
| E-commerce Tools | Cart content visibility |
| Multi-Channel Support | Integration with Facebook, Instagram, and email |
| Automation | Chatbot, targeted messages, cart abandonment prevention |
| Analytics | Visitor behavior tracking, conversation analytics |
2025 Pricing Plans
| Plan | Monthly Cost | Annual Cost | Key Features |
|---|---|---|---|
| Free | $0 | $0 | Up to 20 conversations/month |
| Essential | $31/agent | $300 | Email helpdesk, social integration, chatbot |
| Pro | $41/agent | $396 | Operating hours, agent groups, chat ratings, data export |
One standout feature is Chatra’s cart visibility tool, which lets support agents see what customers have in their carts. This allows for personalized help, making it easier to reduce cart abandonment rates .
Store owner Dawn M. shares her experience:
"Chatra helps me to communicate with my customers on the spot. Sometimes that results in sales, but usually, for me, it gives me the ability to build a rapport with my customers by being there and giving info when they need it."
The platform supports six languages – English, French, Spanish, Portuguese, Italian, and German – making it a solid option for stores with international customers. Plus, its one-click Shopify integration simplifies setup, letting you start conversations with customers quickly .
Designer Sofie D. also highlights its benefits:
"It really helped with the customer communication…people/consumers can get real-time answers to their question while being on the website, it made indirectly things better for my business by making things easier for my customers."
For after-hours support, the Chatra Bot collects visitor contact details when no agents are available . The platform also integrates with Google Analytics to provide insights into customer behavior and chat outcomes. Its mobile app ensures you can manage support anywhere, and the customizable chat widget blends easily with different branding styles .
If you’re looking for expert help setting up Chatra on your Shopify store, check out E-commerce Dev Group (https://scaleshopify.com) for custom Shopify design, development, and support services.
7. Re:amaze
Re:amaze is a customer support platform tailored for e-commerce businesses, earning a solid 4.5/5 rating on the Shopify App Store, with 90% of reviews awarding it 5 stars . This platform combines live chat, a help desk, and AI tools into one solution.
Key Features and Tools
| Feature Category | Capabilities |
|---|---|
| Customer Support | Live chat, video calls, screen sharing (Peek), email, SMS |
| E-commerce Tools | Order management, draft orders, refunds, customer data access |
| AI Integration | Automated replies, FAQ article creation, chatbots |
| Analytics | Customer behavior tracking, staff performance metrics |
| Automation | Workflow automation, proactive messaging (Cues), response templates |
2025 Pricing Structure
| Plan | Monthly Cost | Key Features |
|---|---|---|
| Starter | $59 flat | Basic features, 500 conversations/month |
| Basic | $29/user | Live chat, email, social channels, basic automation |
| Pro | $49/user | Multi-brand support, SMS, advanced reporting |
| Plus | $69/user | Video calls, screen sharing, satisfaction ratings |
| Enterprise | Custom | Tailored solutions for large businesses |
Re:amaze’s pricing is designed to scale with your business needs. One standout tool is its "Peek" feature, which lets support agents view what customers are seeing on your site in real time, speeding up issue resolution .
Shopify Integration
With seamless Shopify integration, agents can manage orders directly in chat conversations. Tasks like creating draft orders, applying discounts, and sending secure payment invoices can be handled without leaving the chat interface .
Customer Testimonials
Real-world feedback highlights the platform’s impact:
"The difference between what we had before Re:amaze and now has been incredible. Re:amaze has truly reinvented our customer service model, and in amazing ways."
"Re:amaze has transformed our customer interactions and sped up support. It offers us a central place to track all customer issues and inquiries, and the tight integration with all of our existing systems had us up and running in a matter of minutes."
AI-Powered Support
Re:amaze uses AI to automate repetitive tasks and craft personalized responses with Shopify dynamic variables. Its chatbots handle basic inquiries after hours, keeping your support running smoothly .
"Reamaze has been a game-changer for our Shopify store! As a growing business, providing fast and efficient customer support is a top priority, and this app has streamlined our entire process."
Ease of Use and Customization
Installing the Re:amaze widget is simple and requires no coding knowledge. It supports multiple languages and can be customized to align with your store’s branding, including color schemes and icons .
For help with Re:amaze setup or customization, E-commerce Dev Group (https://scaleshopify.com) offers professional Shopify development services to ensure everything runs smoothly.
8. Olark
Olark provides a simple and dependable live chat solution for Shopify stores. Since launching in 2009, it has supported over 12,000 businesses with its core live chat capabilities .
Key Features for Shopify
| Feature Category | Capabilities |
|---|---|
| E-commerce Tools | Cart-saving functionality |
| Customization | Match brand colors, custom messaging, JavaScript API |
| Accessibility | WCAG 2.1 AA compliance, screen reader support |
| Analytics | Searchable chat history, visitor insights |
| Integration | CRM systems, helpdesks, e-commerce tools |
2025 Pricing Details
| Pricing Component | Cost |
|---|---|
| Base Price | $19 per agent/month |
| Visitor Insights | $59–99 per month |
| Live Translation | $29 per month |
| Visitor Cobrowsing | $99 per month |
| Non-Branded Chatbox | $59 per month |
Shopify Integration Highlights
Olark’s cart-saving feature allows support agents to see a customer’s cart contents in real time during chats . This helps agents provide more targeted assistance, improving both customer experience and conversion rates.
Automation Features
Olark simplifies support with automation tools like:
- Automatic greetings for customers
- Routing based on departments
- Targeting rules for specific audiences
- Pre-written response templates
Strengths and Weaknesses
Olark stands out for its easy-to-use interface, accessible design, and robust chat transcript search. However, its automation and AI capabilities are limited compared to some other platforms in this space.
With 1.58% of the customer service management market share , Olark is well-suited for small to mid-sized Shopify stores looking for straightforward live chat solutions.
Samantha Hudeck, Manager of Administrative Services at FeneTech Software, shared her experience:
"Adjusting automation settings in Olark was a game changer, resulting in fewer but more valuable chats" .
Customization Options
Olark offers customization options to match your brand’s identity. You can adjust colors, messaging, and even integrate custom features using the JavaScript API. For advanced chat widget setups, E-commerce Dev Group (https://scaleshopify.com) can assist.
9. tawk.to
tawk.to stands out as one of the most widely used live chat tools globally, offering Shopify store owners a no-cost option packed with useful features. With over 3 billion users interacting monthly, it powers 35% of live chat websites .
Key Features for Shopify
| Feature Category | Capabilities |
|---|---|
| Core Functions | Real-time monitoring, unlimited messaging, ticketing system |
| Communication | Supports 45+ languages, file sharing |
| Integration | Built-in CRM, knowledge base, API access |
| Accessibility | Apps for iOS, Android, Windows, and macOS |
| Security | Google Cloud hosting, encrypted data transfer |
2025 Pricing Structure
| Service | Cost |
|---|---|
| Basic Live Chat | Free |
| Remove Branding | $19/month |
| Hired Agents | $1/hour |
| Video, Voice & Screen Sharing | $29/month |
Platform Highlights
tawk.to provides features like real-time monitoring, proactive chat initiation, and chat widgets you can customize to match your brand . Its built-in CRM and knowledge base make it easy to keep track of customer interactions and quickly access support materials .
Robert, the founder of tawk.to, explains their philosophy:
"You shouldn’t have to pay to chat with the visitors on your website. They’re your visitors!"
Shopify Integration Perks
Setting up tawk.to with Shopify is straightforward and takes just seconds . Once connected, store owners can immediately start using features like:
- Customizable chat widgets to match your store’s look
- Pre-written canned responses for faster replies
- Detailed analytics and reporting tools
- Visitor tracking to boost engagement
This easy integration helps improve customer support and overall store performance.
User Feedback
On the Shopify App Store, tawk.to has an average rating of 3.7, with 77% of users giving it 5 stars . However, some users have mentioned challenges with setup and slower response times from support.
Advanced Tools
Beyond its core features, tawk.to offers advanced tools for better customer interaction. Premium options include video calls, voice chat, and screen sharing . For stores with specific needs, its JavaScript API allows for custom chat setups. Plus, tawk.to’s global infrastructure on Google Cloud ensures consistent performance, even during high-traffic periods, making it a reliable choice for handling large volumes of interactions .
10. Drift
Drift is a cloud-based tool designed to help businesses connect with customers in real-time. While it’s widely known for its enterprise-focused features, it also provides useful tools for Shopify store owners.
Key Features for Shopify
| Feature Category | Capabilities |
|---|---|
| Core Functions | Lead qualification, meeting scheduling |
| Automation | Qualification bot, personalized playbooks |
| Integration | Works with Shopify, Salesforce, HubSpot |
| Team Tools | Chat routing, mobile apps, team collaboration |
| Analytics | User tracking, performance reports |
2025 Pricing Structure
| Plan Type | Annual Cost | Key Features |
|---|---|---|
| Free | $0 | Basic chat, 1 user |
| Standard | $10,000+ | Chat routing, basic automation |
| Pro | $30,000+ | Chatbot builder, advanced routing |
| Enterprise | $150,000+ | Custom solutions, full feature set |
Platform Strengths
Drift is highly effective at helping Shopify stores identify and qualify leads. For example, using RudderStack integration, store owners can track customer actions and seamlessly transfer data from Shopify to Drift . The chat widget is customizable to match your store’s branding, while the qualification bot ensures customer inquiries are routed to the right place.
Integration Benefits
Drift’s Shopify integration allows merchants to:
- Instantly connect with customers
- Schedule consultations for products or services
- Automatically sync data across platforms
- Monitor customer interactions
- Receive real-time notifications
These features make Drift stand out compared to other live chat tools.
Business Impact
Drift is ideal for businesses with 10–50 employees and annual revenues between $1M and $10M . For Shopify stores that need to qualify leads efficiently, Drift can simplify customer engagement and improve sales workflows.
Platform Considerations
Although Drift offers reliable performance, some limitations are worth noting:
- Channel restrictions: No support for SMS, Facebook Messenger, or WhatsApp .
- Chatbot limitations: Its chatbot builder isn’t as advanced as some competitors .
- Premium pricing: Higher costs for advanced features compared to similar tools .
For Shopify stores needing more tailored solutions, Drift’s API access lets you deeply integrate it with your existing workflows, giving you the flexibility to customize as needed.
Features and Pricing Comparison
Let’s break down how these live chat solutions compare in terms of features and pricing as of March 2025.
Core Features Comparison
| App | Key Features | Best For |
|---|---|---|
| Tidio | Live chat, chatbots, email marketing | Small businesses |
| LiveChat | Product cards, e-commerce integrations | Medium businesses |
| Gorgias | Order management | Enterprise |
| Zendesk | 1,500+ integrations, full support suite | Large teams |
| Intercom | CRM integration, targeted messaging | Mid-market |
| Chatra | Real-time chat, offline messaging | Small teams |
| Re:amaze | Multi-channel support | Growing businesses |
| Olark | Visitor tracking, chat analytics | Small to medium |
| tawk.to | Free live chat with unlimited agents | Startups |
| Drift | Advanced lead qualification | Enterprise |
Now, let’s see how their pricing aligns with these features.
Pricing Structure Analysis
Here’s a breakdown of monthly costs (billed annually):
- Entry-Level: tawk.to (Free), Tidio (Free plan), Chatra ($21/month for essentials)
- Mid-Range: Re:amaze ($29/month for one user), LiveChat ($20/agent/month), Olark ($29/seat/month)
- Premium: Gorgias ($60/month), Zendesk ($55/month), Intercom ($39/seat/month), Drift ($2,500/month)
These pricing tiers cater to a variety of Shopify store needs, from startups to enterprises.
Integration Capabilities
Integration options differ across apps. Some prioritize extensive third-party connections, while others focus on syncing core e-commerce data.
Feature Availability Matrix
| Feature | Free Plans | Basic Plans | Premium Plans |
|---|---|---|---|
| Live Chat | ✓ | ✓ | ✓ |
| Chatbots | Limited | Basic | Advanced AI |
| CRM Integration | × | Basic | Full |
| Analytics | Basic | Advanced | Enterprise |
| Multi-channel | × | Limited | Full |
| Custom Branding | × | ✓ | ✓ |
| API Access | × | Limited | Full |
Value Considerations
When assessing both features and pricing, here are some standout points:
- tawk.to offers a completely free plan.
- Tidio includes unlimited seats across all plans.
- Chatra is ideal for small teams needing essential tools.
- Zendesk provides access to over 1,500 apps.
- Gorgias excels in Shopify order management.
- Drift specializes in advanced lead qualification.
This breakdown should help you find the live chat app that aligns with your store’s growth stage and support needs.
Selecting a Live Chat App
Here’s how to pick the right live chat app for your Shopify store based on your specific needs.
Understand Your Store’s Needs
Start by identifying what your store requires in these key areas:
Customer Service Volume
- Estimate daily chat traffic and peak times.
- Determine the number of support agents needed.
- Check if multi-language support is necessary.
Technical Considerations
- Look for seamless integration with your current tools.
- Decide if a mobile app is essential.
- Assess your need for customization and in-depth analytics.
How to Evaluate Options
Use this table to compare live chat apps based on your store’s size and requirements:
| Criteria | Small Store | Medium Store | Enterprise Store |
|---|---|---|---|
| Budget Range | $0–50/month | $50–200/month | $200+/month |
| Agent Seats | 1–3 | 4–10 | 10+ |
| Key Features | Basic chat, canned responses | Chatbots, analytics | Advanced automation, API access |
| Support Hours | Business hours | Extended support | 24/7 coverage |
| Integration Needs | Basic Shopify | Multiple tools | Full tech stack |
Best Practices for Implementation
Live chat is preferred by 73% of customers over email or phone . To set it up effectively:
Placement and Design
- Position chat widgets in high-visibility areas.
- Ensure they are mobile-friendly and match your brand’s look.
- Use automated greetings strategically to engage visitors.
Agent Training
- Provide response templates for common queries.
- Define clear escalation protocols.
- Set response time expectations.
- Plan for smooth transitions between bots and human agents.
Optimizing for Performance
Keep your live chat running smoothly by focusing on these areas:
Key Metrics to Track
- Response time.
- Customer satisfaction scores.
- Conversion rates from chat interactions.
- Issue resolution rates.
System Maintenance
- Regularly update response templates.
- Refine chatbot workflows based on performance.
- Incorporate customer feedback.
- Adjust agent schedules to match demand.
Integration Management
"The voice of the customer data from Zendesk is so powerful, we’ve been able to work smarter and cut unnecessary steps from the CX process. That ultimately helps reduce return rates and increase customer retention." – Trevor Humphrey, VP of Customer Experience at Honeylove
Expert Advice
"The best live chat software provides effective chat support tools that save you time and improve customer experience (CX)." – Shopify Staff
Choose an app that aligns with your needs and includes key features like:
- A user-friendly interface.
- Flexible pricing plans.
- Strong integration capabilities.
- Detailed analytics.
- Mobile compatibility.
- Reliable customer support.
Summary and Recommendations
Small Stores (1–3 Agents)
For smaller teams, tawk.to stands out with its free plan offering unlimited messaging. If you’re looking for a low-cost option with essential features, Chatra’s Essential plan at $17 per agent/month is a solid choice.
Medium-Sized Stores (4–10 Agents)
For teams needing multichannel support and streamlined ticket management, Gorgias Basic at $50/month is a great fit. Alternatively, Zendesk’s Support Team plan at $19 per agent/month offers a scalable way to build your customer service foundation.
Enterprise Stores (10+ Agents)
Larger teams with more complex needs can benefit from Zendesk Suite Enterprise or Gorgias Advanced ($750/month). These plans deliver advanced automation, omnichannel support, deep integrations, and detailed analytics to handle high-volume operations effectively.
ROI Considerations
Live chat can make a noticeable difference to your revenue – 43% of businesses report gaining customer insights within a year. Take Spoonflower as an example of success:
"The voice of the customer data from Zendesk is so powerful, we’ve been able to work smarter and cut unnecessary steps from the CX process."
– Trevor Humphrey, VP of Customer Experience at Honeylove
If you’re just starting, try free tools like tawk.to to get a feel for live chat. As your business expands, upgrade to plans that align with your growing needs. For tailored app integration or customization, consider working with E-commerce Dev Group to maximize your store’s potential.
