“I know my Magento store needs a live chat. But too many extension options have left me confused.”
This must be a story for many Magento store owners who would like to add a live chat for their eCommerce business or even replace the existing one. To make things easy for you, we have covered this aspect in this blog.
Our team has built a list of the best live chat for Magento. This list won’t just focus on Magento live chat options but also help you explore their pros and cons. Our quick guide will help you cover various aspects of finding the perfect Magento chat integration. Here’s what you’ll explore:
A Quick Look at the Best Live Chat for Magento Extensions
What is a Live Chat for Magento?
Live chat for Magento is a customer support extension that helps your business manage incoming support questions from website visitors. It will allow your business to understand customer pain points, connect, and engage with visitors in real-time.
With a Magento live chat extension, your support operators can learn what your visitors are up to and which page they are headed to next. Besides that, a live chat extension will enable your teams to create their support and sales bundle.
With a support bundle in place, your operators can refer to all communication histories in one place. It would further empower them with better insights on existing customers and visitors and help operators personalize their experience with the brand. Other than benefits such as these, there are other reasons why your Magento website should have a live chat.
Let’s explore them in more detail below.
Why Should Your Magento Website Have a Live Chat?
According to Statista, the customer satisfaction rate with live chat usage peaked to 85.6% in 2020 and is expected to grow further.
Customer satisfaction with live chat usage is the highest compared to the last five years. But besides this, there are other reasons why your eCommerce Magento platform needs a live chat extension now. Let’s explore them below:
- Save Carts From Being Abandoned
That’s right, one of the top advantages of Magento chat is its ability to avoid high bounce rates and cart abandonment rates for your eCommerce business. With the right chat triggers, you can encourage shoppers to re-engage with your eCommerce brand and understand why they’re leaving their carts behind. Your operators can suggest them better solutions and complete the customer’s purchasing journey online.
- Welcome Returning Customers with Recommendations
Magento apps like live chat also enable your operators to welcome returning customers with product recommendations based on their previous purchases. They can trigger personalized welcome messages that let customers know you remember them. What’s more, it helps you suggest the latest deals based on previous purchases, or recommend highly-rated products on your platform that can replace their previous purchases.
- Be Present for Your Customers – 24×7
A Magento live chat plugin will enable your eCommerce business to take up support requests irrespective of when your customers connect with your team. Some orders can be super important to your customers, and they may have questions related to them. You can answer these questions even when your operators are offline with chatbot functionality in place. It will answer their product delivery statuses or refund issues hassle-free.
- Track Your Support Team’s Performance Throughout the Year
With a live chat extension, your business can also keep track of your operator’s performance throughout the year. It will track their answered and missed chats and how they were rated for the ones they answered. A few live chat plugins also offer insights on an operator’s working hours and how productive they’ve been during that time. You can identify their knowledge loopholes and help them improve further.
- Simplify eCommerce Sales Funnel with Live Chat
Live chat will help you simplify your eCommerce sales funnel efficiently. It will help you route visitors to the correct department and offer a faster resolution. Live chat will also bring in more opportunities to increase conversions for your products. What’s more, you will get access to more information on your visitors that helps your operators to personalize their experiences hassle-free.
Recommended Read: How to Use Live Chat in Your Sales Funnel
These benefits will encourage a lot of you to invest in a good live chat Magento plugin. But with multiple options available in the market, choosing the perfect fit can be a task. That’s why we have got the five tips that helped us compile a list of the ten best live chat extensions for your Magento website.
Factors to Narrow Down Live Chat for Magento Website
In this section, we aim to explore five factors that helped us narrow down our list of live chat extensions for Magento.
1. Is Magento 2 Compatible?
Our primary concern while building this credible list was to assess whether live chat extensions are Magento 2 compatible or not. Magento 2 is the successor to Magento that was launched in 2007. It scales better than its predecessor and offers more customization options that help eCommerce store owners display their products better. That should be the top consideration on your list as well.
2. Does it Successfully Automate Support in Real-Time?
Another factor that you need to consider while choosing the best live chat for a Magento website is whether it offers automation functionalities or not. Let’s be practical; your support operators can’t provide their services beyond a specific time. But that shouldn’t mean you are giving up on your customers. That’s why when you invest in live chat, make sure it supports chatbot functionalities.
3. Do Existing Customers Complain Much?
If you don’t like a specific product or service, you are bound to complain about it. This was another factor we found pivotal to shortlisting the best live chat extensions for Magento users. We’ve referred to listing sites, their case studies, and overall online rating by their users. This played a crucial factor in building the final list.
4. Will the Magento Chat Extension Fit Our Bill?
Another factor we had to bear in mind was the pricing of each of the Magento chat options. We wanted to create a list that businesses of all sizes can refer. Some may be willing to invest good capital into implementing a live chat solution, while others might be searching for a tool that requires less or no investment at all.
5. Do they Offer Advanced Features & Integrations?
We also understood that at one point, every business wishes to scale its presence in the market. That means you will have more customers to answer and manage. Considering that you will have more business to manage, you should get a live chat onboard that offers features that can scale your business. It should also provide more integration options so you can create an omnichannel experience for your customers.
A list of questions like that will make it easier for your business to narrow down the best live chat Magento options.
List of The Best Live Chat Software for Magento Stores
After much research, we’ve built a quick list for you to choose the best live chat for Magento stores.
ProProfs Chat is a Magento live chat support extension that enables eCommerce stores to simultaneously take up incoming support requests from multiple customers. With its features like chat greetings, your operators can be more proactive in their support approach. They can reach out to visitors before they ask a question.
What’s more, you can create announcements for your upcoming events, sales, discounts. This will allow you to reduce your design and marketing efforts to a great extent and identify better upsell opportunities.
Besides this, ProProfs Chat users can also automate their support process with a chatbot. Simply implement a chatbot to capture leads, interact with customers without operators, and tackle multiple common questions simultaneously.
Five Key Features:
- Uses chatbot to capture leads & streamline support
- Closes sales with chat greetings & announcements
- Offers 24×7 support with mobile app & chatbot features
- Provides detailed reports to monitor operator performance
- Integrates with more than 50 popular platforms
ProProfs Chat quickly alerts its users about incoming queries and even routes them to the correct department to help customers get a quick response.
It should offer more chat widget templates to users who wouldn’t like to dabble in the technical aspects or don’t know how to customize the existing CSS code.
- Essentials Plan: $10/user/mon
- Premium Plan: $15/user/mon
- Enterprise Plan: Request a quote
Are you searching for a Magento live chat extension for free? We’d suggest giving Tawk.to a try. Tawk.to is one of the oldest live chat service providers known for offering its product for free. If anything, they offer operator services to their customers who don’t have a dedicated customer service team at $1/hour/operator.
Besides being one of the best free live chat extensions for Magento, Tawk.to is also known for its ability to automate chat translation in 45+ languages. That gives your eCommerce business the ability to understand what your customers are saying in their native languages and respond to them hassle-free.
Five Key Features:
- Helps you add & customize attention projects
- Allows your operators to communicate in 45+ languages
- Makes group messaging possible during an ongoing chat
- Helps you set aliases for your operators
- Provides access to in-depth chat reports
Tawk.to is pretty easy to install. It hardly takes seconds to get it on your website. What’s more, it makes customization of operator avatars quite simple.
A few users have complained about its notification system. They’ve complained about how they received notifications for incoming chats after 2-4 minutes of delay.
Free live chat software.
Gorgias is another live chat plus help desk system that your brand can consider checking out for their Magento store. They market themselves as an eCommerce support tool as they have integrations with platforms like Magento and Shopify.
Besides these eCommerce integrations, they also offer 30+ integrations to help their customers improve the real-time support process efficiently. You can also find their mobile application helpful to offer anytime and anywhere support to customers.
Five Key Features:
- Offers complete access to customer data
- Allows you to edit or cancel orders from chat
- Offers chatbot to automate repetitive queries
- Helps operators to create personalized shopping experiences
- Provides insights from live chat, text, & social media one report
Their team takes customer feedback quite seriously. They are known for hearing their customers regularly and making changes to their service as per their requirements.
Since they make a lot of updates to their software as per customer needs, it ends up interrupting customer experience and makes the support process relatively slow for both their users and online visitors using the same tool to reach the business.
- Basic Plan: $60/mon
- Pro Plan: $300/mon
- Advanced Plan: $750/mon
- Custom Plan: Request a quote
4. Zendesk Chat
Zendesk Chat is known for connecting its users to the right audience in real time and helps them identify better opportunities to convert them into customers easily. It even offers native integrations with their knowledge base and ticketing system. Such integrations enable their users to create their support bundles.
Users can also find integrations with messaging platforms that enable their team to capture all incoming requests and answer them from the chat interface. You can also find other third-party integrations to help your business build support and sales bundles for your eCommerce business.
Five Key Features:
- Integrates seamlessly with the native knowledge base
- Customizes branding on chat widget in seconds
- Automates incoming chats with their chatbot
- Offers insights on the performance of incoming chats
- Automates chat routing to answer customers faster
Zendesk Chat users will find their reports quite helpful and insightful. They can identify what type of chats need more attention for operators and how their services can be improved further.
There are a few issues with Zendesk Chat that can annoy its users. Sometimes the app closes automatically without any warning. This can hamper data transfer processes and make users lose their crucial customer data.
- Suite Team Plan: $49/agent/mon
- Suite Growth Plan: $79/agent/mon
- Suite Professional Plan: $99/agent/mon
Want a live chat extension that’s easy to add to your eCommerce store? Try Olark. This live chat solution is known for its simplicity and the ability to connect with your website right away. You can start recording chat sessions and use them for references for returning customers.
With this live chat, your eCommerce store operators can initiate a conversation with visitors and understand what they came looking for. This way, they can route people to the right product and reduce a few steps in their sales funnel. Olark is also known for its in-depth reports and its ability to offer insights into each operator’s performance.
Five Key Features:
- Offers chatbot functionality for support automation
- Capture leads with customizable chat forms
- Provides customization options for the chat widget
- Monitors performance of each operator
- Helps you powerup with integration options
Olark, unlike a lot of its competitors, helps you add the live chat functionality on your Magento store in seconds. You don’t need separate training sessions to learn how this live chat can be added to your eCommerce store.
There are times when customers of Olark users have faced difficulties in closing the chat tab once a chat session ended. While this may not sound complex, it sure does hamper customer experience.
Starts at $29/user/mon.
Tidio is one of the fastest-growing live chat providers in the market. Their customer service and success teams are known for their support throughout the integration process. Their solution helps their users to stay connected with website visitors in real-time and identify better opportunities to convert them into customers.
Tidio live chat is also known for building exclusive experiences for all eCommerce customers. That’s because it gathers the correct data about visitors that gives them more grounds to customize their experiences with the store even further.
Five Key Features:
- Escalates chats to other departments
- Reduces response time with canned responses
- Offers chatbot for support automation
- Customizes chat widget branding
- Helps you set up pre-chat and offline forms
Tidio is known for its fantastic customer service team that resolves issues the moment they surface. Their proactive approach towards customers is what makes Tidio one of the top live chat extensions for Magento.
Their pricing changes the moment you start adding new users to your account. While it may not be an issue for some, startups would find this to be an issue.
- Free Plan: $0/mon
- Chatbots Plan: $39/mon
- Communicator Plan: $15/mon
- Mailing Plan: $25/mon
Smartsupp is purely a live chat for Magento extension that also offers chatbot functionality to all its customers. Their live chat helps users welcome eCommerce visitors more personalized as it picks up their information the moment they land on the website.
What’s more, Smartsupp offers detailed insights on how your operators perform during and a chat. You even get to compare how many chats did they successfully manage and close simultaneously. This will help you evaluate their performances better and decide who is more productive and who needs to be trained further.
Five Key Features:
- Brings all messaging platforms together
- Helps you show operator status to avoid queues
- Provides in-depth information on visitors
- Helps operators to communicate on the go with the app
- Sends automatic chat triggers to connect & engage with visitors
Smartsupp offers unique chat shortcuts that help their operators reduce response time and keep visitors engaged in the conversation.
Their chat notification system doesn’t work well on the mobile app. This is one of the reasons why many operators have failed to offers instant support through the app, therefore limiting them to their seats.
- Free Plan: $0/3 agent/mon
- Standard Plan: $10/3 agents/mon
- Pro Plan: $19/agent/mon
LiveAgent offers a combination of the ticketing system and live chat. They are primarily help desk software providers who have ventured into live chat services a few years back. Their live chat services include features and abilities like chat history that allow operators to understand a customer’s account with the brand and offer personalized product recommendations.
Besides that, you can also distribute chats equally among all the operators and make sure none of them goes unanswered. If that doesn’t leave you impressed, their ability to track all live chat sessions in Google Analytics would surely. You can even set a maximum limit on the chat queue as well.
Five Key Features:
- Offers a combo of live chat & help desk
- Helps you communicate in real time
- Allows you to convert missed chats as tickets
- Sends proactive chat invites to visitors
- Provides a vast chat invitation gallery to get started
We like how they offer multiple chat triggers or invitation templates to their customers to get started. This helps them understand how they can build their invitations and monitor their performances.
One of the most significant drawbacks is how they don’t offer a chatbot to their customers to add to their eCommerce store. This can increase the workload on operators and reduce their productivity as they’ll be managing both common and complex questions.
- Free Plan: $0/agent/mon
- Ticket Plan: $15/agent/mon
- Ticket+Chat Plan: $29/agent/mon
- All-inclusive Plan: $39/agent/mon
HappyFox Chat can be the calling for many eCommerce businesses searching for a Magento live chat extension. This solution enables operators to find the right features at the right time that have resulted in satisfied customers or improved conversions for users.
What’s more, it even offers chatbot functionality to its users. This has helped many eCommerce businesses to show product recommendations even in the absence of chat operators. That’s not all; many visitors have felt encouraged to complete their purchase during the same session.
Five Key Features:
- Offers lightweight chat app
- Helps agents find the right features
- Pings operators on all platforms at the same time
- Offers 25+ guaranteed integrations
- Simplifies chat experience for visitors
Their chat features are easy to find and implement for the operators. This has helped them act fast in certain situations and retain the customers in real time.
They should update the interface of their Android app. Bad interface issues have failed the idea of providing anytime and anywhere services to eCommerce customers.
- Starter Plan: $29/mon
- Growth Plan: $49/mon
- Scale Plan: $149/mon
- Scale Plus Plan: $299/mon
LiveChat is the last contender on our list of the best live chat for a Magento website. This live chat solution is known for its 100’s of features. They have fantastic customization options that allow their users to build a live chat as per their expectations. What’s more, it even offers multiple engagement features that include targeted messages, eye-catchers, chat buttons, routing rules, and the list goes on.
You would also find an internal ticketing system that helps you create tickets for missed chats instantly. If that doesn’t satisfy you, then their range of integrations would. They offer 100+ integration options to all their users, which have helped them build their support and sales bundles.
Five Key Features:
- Helps you set canned response templates
- Allows you to share product recommendations
- Offers a chatbot to automate sales for your store
- Enables you to set routing rules
- Provides in-depth reports & analytics
It is a professional-looking live chat software that offers excellent features like a chatbot that allows a business to automate incoming support requests. What’s more, they provide multiple chatbot templates to help their users set up a chatbot on their website instantly.
There are times when your customers may experience that the chat suddenly disconnected. Many LiveChat users have expressed the same concerns. A few of their customers believed that the chat got disconnected because the operator didn’t want to engage further. This can lead to misunderstandings as well, reducing the customer satisfaction levels.
- Starter Plan: $16/user/mon
- Team Plan: $33/user/mon
- Business Plan: $50/user/mon
- Enterprise Plan: Request a quote
The Complete Comparison of All the Live Chat Tools for Magento
We hope that our list of tools proves beneficial for your Magento eCommerce website and allows you to capture the right leads and convert them in real-time. Here’s a quick comparison table for you to help you choose the best option for your eCommerce business.
|Features||Chatbots||Announcement||Proactive Messages||Automatic Routing||Multi-lingual Support|
Which Magento Live Chat Extension to Choose for Your Store?
As per our comparison table, we’ve found ProProfs Chat one of the best and compatible Magento live chat extensions.
That’s because it offers some of the most sought-after features to all its customers. Some of these features include announcements, chatbots; chat triggers called greetings, automatic routing, branding, and the list goes on. What’s more, it starts at $10/user/month. Compared to other tools in the list, we found it perfect for small and enterprise-sized eCommerce businesses.
However, you can go through the list of tools mentioned above to pick the best fit for your business. We hope that our list and assessment of all the tools help your eCommerce business land on the best live chat extension.
All the best!
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