11 Best Live Chat Software for eCommerce to Increase Conversions in 2024

As online shopping continues to soar, businesses constantly seek innovative ways to connect with customers and enhance the shopping experience. 

In this quest for customer satisfaction and conversion optimization, live chat software has emerged as a powerful tool.

But finding the best live chat software for eCommerce business can be a daunting task. 

Worry not!

With years of experience as a customer support professional, I have curated a list of the 11 best live chat software for eCommerce that can help you boost your ROI and increase conversions.

Let’s get started!

Top 10 Live Chat Software for eCommerce in 2024

Curious about the reliability of this list?

This list is backed by my personal experience with these tools. Additionally, I’ve included recommendations from experts in the field and trusted review sites.

1. ProProfs Chat

Best for Proactive Chat Invitations

I’ve been using ProProfs Chat for a while, and it’s been a real help for my e-commerce business. 

What sets it apart is its exceptional proactive chat invitation. As a seller, it allows me to reach out to potential customers before they even ask a question. This has significantly increased my conversion rates.

I can use its customizable pre-chat forms to capture qualified leads and move them down the sales funnel. These leads can be stored by integrating with BIGContacts, my preferred CRM software.

ProProfs Chat also offers AI-powered chatbots that come in handy while answering repetitive inquiries, saving me a significant amount of time.

Moreover, real-time visitor monitoring is like having a virtual shop assistant. I can track visitors’ browsing behavior and engage them just when they are about to leave, significantly reducing my cart abandonment. 

What you’ll like

• Chat reports with metrics like overall rating and operator performance.
• Intelligent chat routing for transferring chats to the right agents/departments.
• Integration with eCommerce platforms like Shopify, Magento, and BigCommerce.
• Announcements to notify website visitors about upcoming products, features, and services.

What you may not like

• Frequent updates on the AI chatbot can get overwhelming for new users.
• The free plan is limited to a single operator.

Pricing: Forever free for a single operator. Live chat pricing for 2+ operators starts at $19.99/agent/month.

2. Delight Chat

Best for Omnichannel Inbox

Delight Chat was an extremely helpful live chat software during my e-commerce journey. Having navigated the world of online retail, I can confidently say that it was the ultimate solution for e-commerce businesses.

What truly set Delight Chat apart was its powerful omnichannel inbox. This feature allowed me to manage customer inquiries from various channels seamlessly – be it email, social media, or chat – all in one place. No more juggling multiple platforms; everything was neatly organized in a single dashboard.

Not only did Delight Chat streamline communications, but it also enhanced customer engagement. With features like automated responses and personalized messaging, it made it easier than ever to create meaningful connections with customers, leading to higher conversion rates. 

Plus, the real-time analytics provided invaluable insights to tailor my marketing strategies.

What you’ll like

• Chatbot builder for creating custom chatbots.
• Multilingual support to cater to global audiences.
• Email marketing tool for sending targeted campaigns.
• Integrations with popular eCommerce platforms and apps.

What you may not like

• Non-responsive customer support team.
• Limited reporting features.

Pricing: Starts at $49/month.

3. Gorgias

Best for Chat Routing

Gorgias was a tool that came highly recommended by a fellow e-commerce professional, and my personal experience with it validated the endorsement. When it comes to e-commerce, it truly shines. 

This platform’s ability to intelligently route customer inquiries to the right team member or department was a game-changer. It ensured that each customer’s query landed in a specialist’s hand, resulting in faster response times and higher customer satisfaction. This was invaluable in the fast-paced world of e-commerce, where timely responses can make or break a sale.

This tool allowed me to streamline my customer support operations efficiently. I could easily manage multiple communication channels, automating repetitive tasks and categorizing inquiries, all while providing a seamless experience for our customers. 

What you’ll like

• AI-powered chatbots to answer common questions.
• Integration with popular eCommerce platforms like Shopify.
• Self-service flows to help customers without needing to create tickets.
• Helpdesk software that displays customer data, order details, refund status, and more.

What you may not like

• Some users have reported experiencing glitches and bugs with Gorgias.
• Steep learning curve.

Pricing: Starts at $10/month.

4. Tidio

Best for Canned Responses

Tidio proved to be an excellent tool for my e-commerce endeavors, and I can confidently say that from personal experience. As an avid online seller, I tried various live chat solutions, but Tidio truly stood out as one of the best companions for my e-commerce ventures.

What set Tidio apart was its exceptional feature: Canned responses. These pre-written, customizable messages saved me an incredible amount of time. No more typing the same answers repeatedly! Whether addressing common customer queries or assisting with order updates, Tidio’s canned responses streamlined the entire process.

Tidio’s real-time chat, email marketing, and chatbots worked seamlessly to boost sales and customer satisfaction. Plus, it seamlessly integrated with popular e-commerce platforms. From tracking visitor behavior to recovering abandoned carts, Tidio maximized my online store’s potential.

What you’ll like

• Lyro, the AI chatbot, to automate conversations, sales, and processes.
• Email marketing feature for sending automated and targeted emails.
• Analytics to measure metrics like website traffic, chat activity, and conversion rate.
• Real-time typing-view to see what your visitors are typing before they send a message.

What you may not like

• Non-English speaking audiences might not get the best support.
• Limited customization options for the chat widget.

Pricing: A free plan is available (with limited features). Paid plan starts at $29/month.

5. LiveChat

Best for Automation

Having used Live Chat extensively in my e-commerce ventures, I can attest to its effectiveness in enhancing customer support and driving sales. This tool became an integral part of our strategy due to its seamless communication, facilitating quick responses to customer queries and concerns.

Live Chat’s standout feature, automation, was a real saver. It allowed us to automate routine tasks, like answering FAQs and routing inquiries to the right department, thus saving time and streamlining our operations. This automation feature was convenient during peak traffic hours and helped maintain a consistent level of service.

The real beauty of Live Chat in e-commerce was its ability to provide personalized assistance, driving conversions and customer satisfaction. It fostered a sense of trust, increasing customer loyalty and repeat business. It’s a must-have tool for any online retailer looking to deliver exceptional customer experiences.

What you’ll like

• Drag-and-drop feature to send files on chat.
• Video calls with customers directly from the chat window.
• Ticketing system feature for managing longer support queries.
• Detailed reports to track team performance and customer satisfaction metrics.

What you may not like

• A steep learning curve.
• LiveChat can be expensive for small businesses and startups.

Pricing: Starts at $20/agent/month.

6. Olark

Best for Chat Transcripts

As an e-commerce enthusiast, I’ve had my fair share of experience with customer support tools, and one that truly stood out for me is Olark. 

What sets Olark apart in the e-commerce arena is its seamless integration with popular platforms like Shopify and WooCommerce. This made it incredibly easy to engage with website visitors in real time, answer questions, and provide personalized recommendations. 

However, what truly makes Olark stand out is its chat transcripts. The ability to revisit previous conversations with customers not only helped in resolving issues but also offered valuable insights into their preferences and pain points.

With Olark, my e-commerce site saw increased conversion rates thanks to the seamless, real-time customer support it enabled.

What you’ll like

• Screen reader for visually impaired website visitors.
• Mobile apps for managing chats on iOS and Android devices.
• Real-time monitoring of website visitors and their browsing behavior.
• PowerUps feature to add extra functionality such as co-browsing, white labeling, etc.

What you may not like

• Restrict image support during live chat sessions.
• Customization options for the chat widget require HTML/CSS knowledge.

Pricing: Starts at $29/seat/month.

Also Read: Best Olark Alternatives: 10 Competitors to Consider

7. Chatra

Best for Reporting

I recently came across Chatra, thanks to a recommendation from an industry peer, and I must say, it’s a remarkable tool for e-commerce. My peer praised it for its incredible impact on customer support, and after using it myself, I wholeheartedly concur.

What sets Chatra apart is its remarkable reporting feature. The tool provides invaluable insights into customer behavior, allowing you to track and analyze user interactions, conversion rates, and more. This level of data empowers e-commerce businesses to make informed decisions, optimize their website, and improve the overall customer experience.

Whether it’s real-time chat support or capturing leads when you’re offline, Chatra has you covered. It seamlessly integrates with your website and is incredibly user-friendly.

What you’ll like

• Typing indicator to see what your customers are typing.
• Shared inbox to manage customer conversations in one place.
• Pre-made chatbot templates for lead generation, cart recovery, etc.
• Cart saver feature to automatically send messages to visitors who abandon their carts.

What you may not like

• Limited customization options as compared to other live chat software for eCommerce.
• Slow customer support.

Pricing: A free plan is available (without chatbot support). Paid plan starts at $17/agent/month.

8. Tawk.to

Best for Multilingual Support

I’ve had the pleasure of using Tawk.to, and it’s a fantastic live chat tool, especially for e-commerce. What sets it apart is its exceptional multilingual support, making it an absolute must-have for businesses operating on a global scale.

Tawk.to easily integrates with your e-commerce platform and allows you to engage with customers in their preferred language, enhancing the user experience. I found this feature invaluable, as it enabled us to connect with customers from various parts of the world, breaking down language barriers.

Additionally, the platform offers a range of customization options and robust analytics that helped us fine-tune our customer support strategies. It’s a tool that not only facilitates real-time communication but also empowers businesses to make data-driven decisions, ultimately boosting sales and customer satisfaction.

What you’ll like

• File sharing to send and receive images, and documents.
• Agent ratings to analyze the performance of individual operators.
• Triggers to initiate chats with visitors based on predefined rules.
• Ticketing system to manage offline messages and support requests.

What you may not like

• Limited reporting and analytics.
• No white labeling option.

Pricing: Free forever.

9. Formilla

Best for Chatbot Functionality

I used Formilla as a customer support professional in my previous company, and this tool impressed me.

Formilla seamlessly integrated with my e-commerce website, offering real-time chat, email marketing, and visitor monitoring. This all-in-one solution streamlined communication, helping me convert leads and improve customer satisfaction.

What set Formilla apart in the e-commerce space was its exceptional chatbot functionality. Whether it was helping customers navigate your product catalog, answering frequently asked questions, or even initiating targeted upselling, Formilla’s chatbots made the shopping experience smoother and more enjoyable.

Formilla is an invaluable tool for e-commerce success, making it easy to manage customer interactions and boost sales.

What you’ll like

• Marketing campaigns to send automated and targeted emails.
• Mobile app functionality to chat with customers on the go.
• Automated popups to engage website visitors proactively.
• File sharing with your visitors during a chat for faster and more efficient support.

What you may not like

• Formilla does not integrate with as many third-party tools as other live chat solutions.
• Occasional shutdowns of the live chat window.

Pricing: A free plan is available (without chatbot support). Paid plan starts at $13.99/month.

10. Re:amaze

Best for In-Chat Video Calls

I used Reamaze extensively in my e-commerce endeavors, and it proved to be an invaluable asset for customer support. 

Reamaze excelled at consolidating all customer communication channels into one dashboard, simplifying our team’s workflow. It ensured that inquiries from email, live chat, and social media were managed efficiently.

Moreover, its robust reporting and analytics tools helped us make data-driven decisions, ensuring we stayed ahead of the curve in a competitive e-commerce landscape.

But the feature that truly stood out and made a significant impact on my business was the in-chat video calls. It enabled real-time, face-to-face customer interactions, fostering trust and clarity in a world where online shopping can feel impersonal. 

Whether it was troubleshooting issues or showcasing product details, the in-chat video calls made it all so much easier.

What you’ll like

• Knowledge base feature for creating and publishing FAQs and articles.
• FAQ and Status Page integration for easy access to information.
• Pre-built and custom chatbots for automated customer support.
• Rule-based messaging to boost sales and customer engagement.

What you may not like

• Features can be overwhelming for new users.
• Limited customization options.

Pricing: Starts at $249/month.

11. JivoChat

Best for Chat Buttons

I used JivoChat for a considerable time during my initial years in the industry. 

JivoChat’s seamless integration with my e-commerce platform allowed me to track visitor activity, respond to inquiries promptly, and even proactively reach out to customers, increasing conversion rates and customer satisfaction. 

What set JivoChat apart was its remarkable chat buttons. They weren’t just eye-catching; they were the perfect bait for engaging customers in real time. With these buttons strategically placed on my website, I could effortlessly initiate conversations and guide potential buyers through their purchase journey.

The tool also offered canned responses that saved me time and maintained consistency in my communication. The intuitive interface made it easy to manage multiple chats simultaneously, and the detailed analytics helped me fine-tune my strategies for maximum impact.

Plus, the mobile app enabled me to stay connected with customers on the go. 

What you’ll like

• Chatbots for automated lead qualification.
• Document sharing directly through the chat window.
• Real-time analytics to monitor marketing opportunities.
• Google Analytics integration to analyze conversions with goals.

What you may not like

• Slow loading time and dropped connections.
• No option to create custom chatbots.

Pricing: A free plan is available. Paid plan starts at $19/agent/month.

Find the Best Live Chat Software for eCommerce in 2024

Though I have provided you with the list of the 11 best live chat software for eCommerce businesses, I know that it can still be challenging to find the perfect tool for your business. Thus, I am cutting down my recommendation to the top 3 options:

Option A: ProProfs Chat 

If you are looking for a solution to engage your prospects proactively, ProProfs Chat can be your best bet. This tool comes with comprehensive features like AI-powered chatbots, canned responses, chat transcripts, intelligent chat routing, and post-chat surveys. When it comes to the best live chat software for eCommerce, ProProfs Chat is the one tool you can’t miss out on.

Option B: Tidio 

Tidio is an excellent tool that can help you save precious time with its pre-written canned responses. This versatile live chat software comes with its AI-powered chatbot, Lyro, that can help you automate your customer support processes.

Option C: Pure Chat

Pure Chat serves as one of the best live chat software when it comes to tracking your website visitors, letting you know what they are looking for. This live chat software can help you improve your customer support with its intuitive dashboard.

If I were to recommend my preferred live chat software for eCommerce businesses, I would always go with ProProfs Chat because of its comprehensive features. This forever-free tool is an excellent choice for improving customer engagement and upselling your products.

Learn More About Live Chat Software for eCommerce!

Q: What features should you look for in live chat software for ecommerce?

eCommerce Live Chat Software is a tool that enables online businesses to engage with their website visitors in real time through text-based chat. It allows customers to ask questions, seek assistance, and make informed purchase decisions while shopping online.

Q: What are the benefits of installing live chat software for your eCommerce business?

When choosing live chat software for e-commerce, look for features like canned responses, visitor tracking, customizable chat widgets, integration with eCommerce platforms, chatbot capabilities, and in-depth reporting. These features enhance customer support and boost sales.

Q: What are some tips on how to choose the best eCommerce live chat for your business?

To choose the right e-commerce live chat, consider factors like budget, integration capabilities with your eCommerce platform, scalability, customization options, reporting features, and the ability to offer proactive chat support. Ensure it aligns with your business needs and customer expectations.

Q: How to add live chat to your eCommerce website?

You can easily add live chat software to an eCommerce website. Here’s the quickest way: How to Install Live Chat on Your Website