7 Live Chat Software Tools and Applications for Your eCommerce Store
Live chat is used extensively by businesses of all types and sizes. In fact, this customer service feature is quickly growing in popularity which is why it’s time you consider jumping on the bandwagon, too. However, finding the right live chat software for your eCommerce store can be overwhelming with so many options available.
In this post, we’ll explain the benefits of using live chat on eCommerce websites. We’ll then share seven live chat software tools that you can use on your website, as well as the benefits and features that each one offers. Let’s get started!
Why You Should Use Live Chat on Your eCommerce Website
Live chat is an increasingly common customer service tool used on eCommerce sites across the web. There are many factors that contribute to its rise in popularity, but customer satisfaction is perhaps the most compelling.
But exactly how much of an impact does live chat have on customer satisfaction?
One study found that 73% of customers were satisfied with their live chat experience compared to 61% of email users and just 44% of phone users. There are likely many reasons for this, though wait times may be a major contributor.
With live chat, you can offer full support to your customers in just a matter of minutes.
This, in turn, translates to increased customer retention and higher conversions.
However, you can also use the customer information you’ve collected to inform future interactions and to improve the experience that you deliver to your leads.
When combined, all of these reasons make one convincing argument for the addition of live chat to your eCommerce store.
7 Live Chat Software Tools and Applications for Your eCommerce Store
Now let’s take a look at seven live chat software tools and applications that you can use on your eCommerce website.
LiveChat, Inc. is a full-service live chat software product that enables you to communicate with your customers on web and mobile.
And when it comes to eCommerce tools, LiveChat, Inc. has them in spades.
For example, you can set and track eCommerce goals, track sales, and collect sales information. The software also enables you to target visitors according to marketing campaign so you can have a greater chance of making the sale.
LiveChat, Inc. is also one of the most integrative live chat tools on the market. You can use it on many platforms – such as Shopify, BigCommerce, Ecwid, Volusion, 3dcart, and so much more.
Price: Plans start at $16 per month per active (i.e. logged in) agent.
Enterprise businesses may find it difficult to find a live chat solution that meets their extensive needs. Enter LiveEngage – an enterprise-level live chat software product with advanced reporting and analytics tools and a focus on both mobile and web messaging.
You can seamlessly integrate LiveEngage with Facebook Messenger, SMS, and even your company’s mobile application to deliver top-notch customer support across all platforms. And with LiveEngage Campaigns, you can utilize visitor data to deliver an improved experience.
When it comes to making the sale, LiveEngage can help with that, too. Chat agents are able to co-browse the website when chatting with customers so as to provide a fuller buying experience.
Price: Request a quote here.
UserEngage is an all-in-one marketing and sales automation software that can help small, medium, and large businesses to effectively engage with their visitors and make it more likely to close the deal.
First and foremost, UserEngage is a Customer Relationship Management (CRM) platform. This means it has a variety of features – including user behavior tracking, proactive invitations, and live chat – that make customer relations and engagement easy.
If you choose UserEngage as your live chat tool, you’ll be able to utilize automatic messages, three different message modes, and default replies. You can also add as many agents as you’d like to your account – with no extra cost!
Of course, you can also add UserEngage alongside eCommerce platforms such as SquareSpace, BigCommerce, Weebly, and Big Cartel.
Price: Plans start at $79 per month.
4. Zendesk Chat
Zendesk is a suite of customer service tools including Support, Connect, Guide, and Sell. But the product that we’re most interested with today is Zendesk Chat (formerly Zopim).
Zendesk Chat is a live chat and messaging software product that enables you to interact with your customers instantly via web, mobile, and messaging. This product has a full range of features – such as triggers, pre-chat and offline forms, and chatbots – that make running live chat on your website simple.
You can also take your efforts to the next level by incorporating Zendesk Chat with your regular Zendesk account. This enables you to offer support across various channels, including social media and email.
And best of all, Zendesk can be integrated with a variety of popular eCommerce platforms including Shopify, BigCommerce, Magenta, and WordPress.
Price: Zendesk Chat runs from $0 – $59 per agent per month.
If you’re looking for a reasonably-priced, all-in-one customer support tool, LiveHelpNow may be just what you need.
LiveHelpNow offers live chat, ticket management, call management, and even a knowledge base. Its suite of tools also enables you to monitor your visitors, set triggers, and track the success of your customer support campaigns.
Connect with your customers on-the-go using LiveHelpNow’s social media integrations and SMS capabilities.
But what good is a customer support tool without an abundance of integrations? Fortunately, LiveHelpNow plays nicely with some of the most popular Content Management Systems (CMSs), including:
And while it doesn’t integrate directly with eCommerce platforms such as Shopify and WooCommerce, you can use it alongside these integrations on your own eCommerce website (such as one hosted on WordPress) with similar effects.
Price: Plans start at $21 per month per agent.
Comm100 is another multipurpose customer support product that incorporates live chat, email marketing, and help desk software to offer an all-around stellar experience for potential leads and returning customers.
Perhaps its greatest feature is real-time visitor tracking, which enables agents to monitor visitor actions and engage with leads at just the right time. And its live chat analytics – such as queue and wait times, conversions, and chat source – surpass many of those offered by the other options on our list.
Comm100 integrates effortlessly with Shopify Plus, as well as WordPress, Joomla, and Drupal.
Beyond eCommerce and CMS platforms, you can also integrate Comm100 with various other business and marketing tools including Salesforce, Zendesk, and Google Analytics.
Price: Plans start at $29 per agent per month.
As another excellent choice for enterprise-grade businesses, SnapEngage is a live chat software that provides a suite of features to fit all of your eCommerce needs.
One common struggle faced by eCommerce merchants is driving potential leads from one platform (e.g. social media) to another (e.g. eCommerce site). With SnapEngage, you can meet your customers where they are including Facebook, Twitter, SMS, and WeChat.
And with SnapEngage’s advanced reporting features, you can make informed business decisions, such as how many agents to staff on a particular day.
Finally, SnapEngage ensures you can provide live chat support that fits into your current eCommerce setup. This means you can integrate with Shopify, WordPress, BigCommerce, Joomla, and more.
Price: Plans start at $16 per user per month (with a minimum of 3 users).
What do you think of the live chat software tools and applications mentioned above? Let us know in the comments section below!