Much has been said to describe all the advantages that technological advancements and trends gave to different industries. Millions of businesses grow every year, thanks to the power of improved communication channels such as emails, social media, and instant messaging platforms. The industry that benefits highly from the advantages of modern communication is the e-commerce industry.
Shopping for goods and even services has never been so easy with e-commerce, and when dealing with customer service-related problems, issues can be resolved in just a few clicks.
Few clicks? Is it possible? Sure. With the help of live chat tools, your customer support team can conveniently handle all client and purchase related concerns and communication without breaking a sweat. See the beaming live chat widget when opening websites? There are so many live chat apps nowadays, so it is understandable that choosing which one to use in your online business can be confusing, but we are here to help.
Check this list to see the best live chat apps to up your e-commerce game:
10 Best Live Chat Apps to Up Your E-Commerce Game
1. HubSpot Live Chat
G2 Rating: 4.5 out of 5 (1,280 reviews)
Ultimate Pros: Comprehensive CRM strategy | Excellent Automation | Easy and Proven Lead Generation
Cons: Limited Features for Service Hub | High Support Requests Result in Longer Wait Time | Paid Plans Aren’t Flexible
Arguably one of the most popular Customer Relationship Management (CRM) tools, HubSpot has found its way to the devices of social media managers, marketing directors, customer support agents, and even the business owners themselves. One of the biggest advantages of HubSpot is that its basic version is 100% free, with so many features that you can utilize to give your clients a wonderful customer experience.
Ideal for small to mid-sized businesses, the free version is loaded with different service tools that will help you get in touch with your customers. You may also set up a chatbot, personalize chat conversations with customers, and create automated response templates for simple chats and inquiries while you focus on the urgent concerns of other customers.
For further customer support requests, support tickets are made quickly in one specific place in the platform, making follow-ups easier for the support agents.
Also, if you are looking for a live chat software to link your social media accounts and pages and other productivity tools, HubSpot may be the best live chat software for you. The free plan includes easy linking of SNS pages and email but if you want to upgrade your account, you may enjoy additional features such as task tracking and workflow monitoring, and chat transfers among agents.
Key Features for CRM, Marketing, and Sales:
- Contact management
- Contact activity
- Personalized chatbots
- Easy multi-platform integration
- Effective ticketing system
Avail the paid plans and enjoy more advanced features such as strong data security and an effective system. Price starts at $19 per month.
2. Zendesk Chat
G2 Rating: 4.3 out of 5 (4,552 reviews)
Ultimate Pros: Automatic Ticket Creation with Chat Transcripts | Quick Assistance to Customer Issues | Chat Transfers
Cons: Frequent App Crashes | Expensive Technical Support | Confusing Premium Plan Rates
If your business primarily revolves around online, becoming assertive can be challenging. Constant persuasion can be annoying when done via live chat and potential customers might lose interest in your products and services before you even offer them your best stuff. So Zendesk steps up. Zendesk chat specializes in chat triggers or messaging triggers. Now it sure does sound scary, but it is not.
Having proactive chat triggers is an impressive way to chat with customers effortlessly. The Zendesk AI collects all necessary customer information, chat history, and other useful chat messages so that agents can come up with personalized chat triggers with a knowledge base coming from the customer’s recent activity.
Zendesk reinforces chat messages to engage with customers and let them know that all requests that they have sent to past chat threads are well received and noted. The pricing varies per membership type, with the team subscription starting at $14 to $19 per month and $29 to $70 for professional and enterprise subscriptions.
You might also want to avail the 14-day free trial to check if this live chat support software is a perfect fit for your business.
- Customizable appearance
- Proactive chats and smart triggers
- Offline mode
- Live analytics and tracking
- Group chats
Downside? The pricing plans can be overwhelming and confusing for some. So don’t forget to list down all the features that you need so that you won’t have to shed extra dollars for unnecessary features.
3. Live Agent
G2 Rating: 4.5 out of 5 (1,397 reviews)
Ultimate Pros: Quick Responses | User-Friendly Interface | Organized Ticketing and Chat System
Cons: Limited Automated Response Features | Inaccurate Number of Visitors | WhatsApp Integration
An ideal live chat app for customer support should be functional and user-friendly, but for Live Agent, live chat support can also be fun and multi-functional. Live Agent is special in the sense that it is a live chat software that enables a customized gamification system for customer support staff. Aside from the chat feature and video chat functions, installing this live chat on your website will give your chat support agents a fun and interactive experience.
Agents could earn badges and awards for the chat volume that they can handle and answer, the quickest response, and other awards and mentions that you can give as a token for their hard work and effort.
You can also have your Facebook, Slack, and Twitter features integrated into the chat. This chat functionality can help agents maximize their response time by handling an omnichannel CRM.
Additionally, it has a built-in live chat solution and metrics to help you assess customer chats as well as the quality of responses by the KPIs set by the business.
Live Agent’s features include the following:
- Create and customize your chat buttons
- Chat button animations
- Proactive chat invitations
- Chat window docking
- Welcome message
- Real-time chat
Live Agent may be on the more expensive side when it comes to monthly pricing at $39. But for business owners who want to keep track of all the messages and support requests sent by existing and potential customers, the price for this chat software makes a great deal.
4. Tidio Chat
G2 Rating: 4.7 out of 5 (1,186 reviews)
Ultimate Pros: Easy Chatbot Administration | FB Messenger and Instagram Integration | Ready to Use Chat Templates
Cons: Limited Mobile Widget Options | Twitter Integration | No Spanish Tutorials
Looking for a sleek and minimalist platform to level up your team and your customers’ chat experiences? Try Tidio Chat. It is a convenient chat software where the system notifies agents when the customers are online, making sure that every minute is an opportunity to interact with potential and existing customers.
Unlike other software with pure chat features and minimal tracking and monitoring functionality, your business could benefit from the free analytics feature of Tidio.
Free analytics include customer demographics and location. This type of live chat app can help agents and business owners customize responses according to the age, gender, income, hobbies, and location of the customers.
Instead of sending multiple chats to different customers, consider creating templates for customers with the same product preferences and monthly income, group them in a single label, and manage communication with them oh so effortlessly.
Here are some of Tidio’s best features to help you decide:
- Customer information tracking and recording
- Live visitor list
- Updated visitor message preview
- CRM, analytics, and e-commerce platform integration
- Relevant and useful canned responses
- Auto lead generation
One of its great features? It has a mobile app that you can manage on the go. Tidio chat plans start at $15 a month, but you might want to try their free plan, which offers unlimited chat with 100 unique customers every month. How cool is that?
G2 Rating: 4.4 out of 5 (437 reviews)
Ultimate Pros: Easy Integration | Fair Pricing Options | User-Friendly Interface
Cons: Inconsistent Offline Messaging | Confusing Chat Format for Beta Version | Team Support is Expensive
When you have a business with hundreds or thousands of followers, they certainly have different messaging apps installed on their devices. With Userlike, you can connect your website and other messaging apps like WhatsApp, Facebook Messenger, and even Telegram, and manage a one-stop centralized chat channel where customers can reach you.
If you plan to adopt an integrated omnichannel customer support linked to different chat services on your website, you can avail Userlike for free, with limited live chat features.
You may also want to upgrade and enjoy more interactive and smart features such as analytics, video calls, and advanced chat routing for $90 to $720 per month.
- Customizable branding
- Multi-channel communication
- Third-party integrations
6. Pure Chat
G2 Rating: 4.4 out of 5 (203 reviews)
Ultimate Pros: Quick Customer Support | Stable and Responsive | Simple and Straightforward
Cons: Missing Notifications | Limited Customization | No Free Trial
Less is more, and when setting up chat services, this philosophy is much more applicable. Pure Chat is another chat support software that highlights the importance of easy navigation and a user-friendly interface in the e-commerce industry.
If you want to chat with your customers using a straight to the point and unassuming chat layout, this can be the top live chat software for you. Its strength is definitely focused on its simplicity and adaptable structure, so compared to other chat tools in the market, Pure Chat is easy to set up.
Save time and effort but still come up creative with customizable colors, live chat boxes, and chat notifications which will help you answer customer inquiries on time. Canned responses are also available to answer common inquiries and requests. This chat application is perfect for small and startup businesses that have limited budgets for customer service software.
It is simple, convenient for owners and agents, and does the CRM job properly. Try its free version and check if it fits the needs of your business before upgrading to the $79 monthly plan.
Pure Chat has the following features:
- Canned responses
- Chat alerts
- Pre-Chat Information Form
- SSL security built-in
- Email for when chat is unavailable
- Visitor profile and location details
Bonus factor: You can easily integrate the app with Shopify, Squarespace, WordPress, etc.
7. Grasp (formerly Casengo)
G2 Rating: 4.5 out of 5 (12 reviews)
Ultimate Pros: Affordable | Quick and Excellent Support | User-Friendly Interface
Cons: Slow Internet Affects Response Time and Loading | Customer Tracking and Monitoring | WhatsApp Linking
You might not be familiar with this app, but we include this in our list of the top 10 live chat apps and software for businesses because of its unique and user-friendly format. If you find jumping from one platform to another to monitor all chats necessary but tiring at the same time, Grasp offers a nice, harmonious ecosystem within the chat app which helps business owners utilize WhatsApp as an effective way of communicating and taking care of customers.
No need to close a chat window to jump to another messaging platform since Grasp sends notifications when a Facebook user or a customer posts a comment or sends an inquiry via chat.
Undecided yet? This list of features may help you go for Grasp:
- Alerts and escalation
- Customer segmentation
- Customer database
- Customer service analytics
- Knowledge base manager
- Queue manager
You may accommodate messages from other platforms by knowing the sender’s name and putting the customer in a queue while answering an ongoing chat.
Using chat support like Grasp can save you and your team so much time, and money too, since you can already give access to 3 users for only $9 a month.
8. Intercom Inbox
G2 Rating: 4.4 out of 5 (2,292 reviews)
Ultimate Pros: Embedded Chat History | Flexible and User-Friendly Interface | Chat Triggers
Cons: Mailing System Targeting Errors | Salesforce Integration | Ticket Management for Product Requests
For some business owners and customer support agents, choosing an app that is compatible and fully functional on the Android and iOS platforms is important. While the debate between the two major operating systems may not cease, the Intercom Inbox live chat app will help ends meet among Android and iOS users.
This belongs to the list of best chat apps because of its capability to maximize team productivity while delivering continuous customer support solutions to the target market. Intercom Inbox also makes conversations fun and colorful by incorporating GIFs and emojis that agents can use.
This app can also schedule sales meetings among the team members and sends regular product updates through customized promotion and campaign tools.
With $38, you can already set up a strong chat support system for your agents and customers, and at the same time, measure the business, website, and team’s performance through detailed analytics.
Here’s a quick summary of Intercom Inbox’s key features:
- Personalized inbox
- Customizable chatbots
- Product tours
- Help center articles and resources
- Outbound messages
9. Gorgias: Live Chat and Helpdesk Software
G2 Rating: 4.6 out of 5 (424 reviews)
Ultimate Pros: Superb Customer Support | Organized and User-Friendly Interface | Ticket Management
Cons: Pricing Plans (no free plan) | Customization | Communications Filter
Gorgias is one well-loved live chat software for websites because of its user-friendly interface and best solutions for increasing customer satisfaction. This help desk software takes pride in its top feature, ticket management. Other customer care tools include auto-responses, multi-messaging, multi-store inbox, and order tracking.
Just like other apps and software, users tend to have divided opinions when it comes to Gorgias’ pricing. Compared to other options in this list, its pricing plan starts at an expensive rate: $60. Free trial is available for only 7-days, but if you wish to have a comprehensive helpdesk software/live chat app to strengthen your customer support, here are some features to help you decide:
- Smart trigger chats
- Social media integrations
- Multi-store connection
- Loyalty points awards
- Performance report and analytics
10. Provide Support
G2 Rating: 4.4 out of 5 (16 reviews)
Ultimate Pros: Incoming Chat Notifications | Auto-Email for Chat Notifications | Eliminates Scammers
Cons: Unstable Auto-Log In Feature | Outdated Operator Chat Window | No Premium Consulting and Integration Services
Its name doesn’t lie. Provide Support app gives superb support levels for businesses and agents. This app takes pride in its customer navigation services, proactive messaging and marketing support, and on-time chat responses. If you opt for annual billing, you may enjoy all these features for only $8.25:
- Multiple domains support
- Flexible chat window and chat button customizations
- Embedded or popup chat window
- Operators grouping and unlimited departments
- Hassle-free file transfer
- Valuable chat statistics
- Uninterrupted product assistance (24/7)
- Unlimited chats
Planning to use live chat to improve your business’ CRM activities? Start by trying out free live chat apps and comparing them to properly assess which app or software is the best fit for you and your business. Add chat support services and see how customers will react to a new communication channel.
Consider the following benefits of live chat support apps before you decide to up your e-commerce game:
Benefits of Having a Live Chat Software
Having a business live chat app can help connect your customers to clients while doing other chores and tasks. With personalized responses, all queries can be answered immediately. No more annoying waiting hours. Analyzing chat transcripts is also easier with these live chat tools.
When businesses invest in new equipment and machinery, a higher ROI is always expected. With a chart support app, you can just pay annually or monthly while enjoying an increase in conversion rates from inquiries to actual leads and sales. Higher conversion rates are equal to higher ROI.
Many companies have their own websites, but those websites still lack a live chat feature to immediately connect agents with customers. Having one will give your business a competitive advantage.
There are certain service and product-related issues that can be resolved in 2-5 minutes instead of dealing with a single problem for hours. With the live chat’s installed knowledge base and 24/7 assistance for other software, it is safe to say that this technology is an ultimate time saver for businesses and for customers too.
People will always go to the easier route and why not? Online shopping and services give way to cashless transactions that are safe and more convenient (just make sure that the channels and software for your business have a firm and updated security measures) so when an opportunity comes for people to shop online, they grab it, and they keep the sales coming.
A survey found 73% of customers consider friendly customer support as one of the most important factors in their purchasing decisions. Meaning, a customer tends to repeat purchases if a company’s chat support team treats him or her politely and in a warm, friendly manner.
Live chat is a sure way to a customer’s heart as long as you know the words and the positive language to say, the right questions to ask, and the best method to appease them after a disappointing experience.
The latest technological innovations have blessed us with many opportunities to maximize our resources and build valuable relationships with customers and other businesses. It is important to choose a chat software that matches the needs of your businesses, is highly accessible and comprehensible for your staff and for the customers, and at the same time, is cost-effective.
Like chat support systems, the best way to promote your business is to know what you offer and do best, your expectations, and how all those expectations can help achieve all your objectives.
Digital Minds BPO is equipped with advanced technology and competent and friendly chat support agents who can help you build valuable connections with your clients. We offer a wide range of customer support solutions too, so check them out.
Are you excited to try these apps? Share your experience with us!
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