Best live chat app for shopify

Nowadays, having a live chat support is necessary for any e-commerce site. Try to pick the best live chat software for your Shopify store. In this article, we will take a look at the pros and cons of 6 different live chat apps for Shopify, the best live chat apps free,and best free live chat app for shopify.

The purpose of this article is to help you evaluate the suitability of a live chat app for your online store and to make a choice.

Best live chat app for shopify

What is a live chat?

live chat agent

Live chat is the little chat bubble that you will find located at the bottom right corner of many websites. It’s programmed to greet site visitors with a question (such as: “How can I help you?”) as soon as they land on the page.

Apps or software that provide tools like this allow customers to message businesses and get answers in real-time. Brands that use live chat can help their customers instantly and engage them more effectively.

Why offer live chat support?

live chat has positive outcomes

With attention spans shortening and instant messengers dominating online, live chat can fill connection gaps between your business and customers.

Why?

  1. It’s LIVE. Live chat means just that. Live chat. Site visitors can get in touch with someone who can fulfill their needs in seconds. This can reduce wait times and noticeably boost customers’ satisfaction with the brand.
  2. It’s preferred by customers. Phone or email support has always been a thing, yet numbers show that people are looking for alternative means of communication. 41% of customers prefer live chat as the communication channel when talking with customer support agents, while phone and email stand at just 32% and 23%, respectively.
  3. It builds closer connections. Live chat helps businesses connect with prospects and customers in a more personal way, enabling a more human-centric approach to sales.

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Top 6 live chat apps for Shopify in 2022

One of the biggest reasons to use Shopify for your online e-commerce business is their wide range of apps. These apps can help you build a truly unique marketing approach that suits your business and its needs.  Live chat apps are no exception, yet the number of options available can be overwhelming when trying to figure out where to start. 

To help you get a better understanding of the top tools, here’s an overview of the 6 highest-rated live chat apps for e-commerce.

1. HelpCenter

helpcenter app

Live chat is a fairly fresh HelpCenter app feature, yet it has everything you might need to successfully try it out. It takes no more than a few minutes to get started so don’t have to worry about a long setup process when it comes to this gem.

HelpCenter’s live chat has two options for customers. 

  1.  Customers can communicate with customer support agents in real-time during business hours.

Or

  1. Customers can fill out a contact form after business hours and agents can reach out to them later.

As great as this sounds, live chat is not the only reason HelpCenter has made it to our top list. This app actually provides a full package of customer service solutions (Live Chat, HelpDesk ticketing, and an FAQ builder). According to the ratings and overall feedback, HelpCenter seems to be meeting all of their clients’ needs. It’s really worth considering this tool to cover it all rather than going between separate apps for the different aspects of customer service.

What you get with the HelpCenter app

  • Live chat for fast and efficient communication with customers at all times
  • Ability to access and manage inquiries from several channels in a single location
  • Customer purchase and inquiry history
  • Unlimited live chat, Facebook Messenger accounts, and unlimited agents
  • Custom tags, auto-responses, signatures, templates, and more
  • Multilingual FAQ builder that is well-organized and easy to navigate FAQ pages
  • Seamless integration with Shopify

2. Tidio

tidio

Tidio is focused on providing its clients with all the necessary tools for effective live chat communication with customers. This app offers clients an impressively thorough live chat experience, making it one of the leading customer support apps on Shopify.

Tidio’s live chat supports real-time communication with customers and also provides the possibility to use chatbots. They can help automate many interactions and save some valuable time. Tidio also allows access to all live chat, e-mail, and Messenger communications in one panel, eliminating the need for checking them all individually.

What you get with Tidio

  • Live chat, e-mail, and Messenger inquiries in one place
  • Intelligent chatbots 24/7 support
  • Ability to see what your visitors are typing in real-time
  • Customizable widget design 
  • Multiple languages
  • Email marketing solutions
  • Free mobile app (iOS and Android)

3. Gorgias

gorgias app

In terms of features, Gorgias is similar to the HelpCenter app. Along with live chat, it also comes with a fully equipped help desk ticketing system to help make the communication experience smoother. 

Gorgias’s live chat does exactly what it’s expected to do – ensure quick communication with store visitors in real-time, but there is one more thing worth mentioning. Based on the URL (e.g. the checkout page), Gorgias can trigger a live chat conversation or a contact form that allows you to engage your prospects automatically. Moreover, Gorgias offers seamless integration with social media platforms, various macros and auto-responders, the possibility to manage multiple stores, and more.

What you get with Gorgias

  • Instant responses via live chat
  • Customer inquiries across all channels accessible from one place
  • Live chat with the ability to identify the number of customers currently in the store
  • Triggered live chat interactions on important pages
  • Multi-store connection
  • Pre-made templates and macros
  • Automated responses to recurring questions

4. Reamaze

reamaze app

The Reamaze app is another live chat option that is quite functional.  Besides allowing quick interactions via live chat directly in your store, Reamaze is also a help desk and FAQ help center platform aimed at making all communications easier.

But the key feature that makes Reamaze stand out is its automated messaging opportunities. These messages can help engage specific types of visitors using rules and pre-defined conditions. They can be triggered by various criteria, such as time spent on the store, specific Shopify parameters, etc. The app then uses chatbots to provide answers whenever it’s needed.

What you get with Reamaze

  • Functional live chat that can be customized to specific needs
  • FAQ within the chat widget
  • Unified communication experience (instant messengers, SMS, VOIP, etc.)
  • Automation, bots, and workflows
  • Status pages for alerts
  • Multiple store management
  • Easy access to order data from Shopify

5. Live Chat, ChatBot, Cart Saver

live chat, chat bot, cart saver app

Last but not least is the app Live Chat, ChatBot, Cart Saver. This app literally covers everything it has to offer in its name. 

Its live chat is called Chatra and provides businesses with a convenient way to talk to their customers via a desktop or mobile app. The app itself is pretty rich in features and offers many great options for connecting with site visitors.

For instance, by using Chatra, you can always know who’s on your site, where they came from, and offer help to specific people. The app also includes live typing insights which provide an opportunity to preview messages before someone has hit the “send” button.

While access to conversation history creates a continuous thread, a built-in contact form ensures customers are not left in confusion even after office hours.

What you get with Live Chat, ChatBot, Cart Saver

  • Real-time visitor list
  • Live typing insights
  • Targeted chats
  • Conversation history
  • Intelligent contact form bot
  • Convenient access from a browser, desktop, or mobile app
  • FB Messenger integration

6. LiveAgent

Live chat app LiveAgent

LiveAgent’s mission is to be proactive and affordable. As one part of a complex, hybrid ticketing system, live chat software ensures that no customer request will ever go unnoticed. Whichever platform customers choose to contact you, the conversation will be transformed into tickets and stored within the single universal inbox. Agents can then access and view their information, past tickets, purchases, and any other additional collected information with the help of a powerful built-in CRM.

LiveAgent not only offers features for efficient communication with the external visitors but also internal staff as well. Admins can monitor and set up the maximum queue length, distribute chats, and create chat invitations in multiple languages based on the URL of the customer—all for the purpose of efficiency and customer satisfaction. Agents can benefit from utilizing internal live chat and support multiple conversations simultaneously. Bonus is an option to test your typing skills with a free typing test directly on the LiveAgent’s website. 

What you get with LiveAgent 

  • 14-day free trial 
  • User-friendly interface 
  • Third-party software integrations
  • Optimized chat tool available for all platforms and mobile devices
  • Multi-Language option 
  • Chat overview 
  • Advanced features

best free live chat app for shopify

1. Zendesk Live Chat

With Zendesk’s live chat software, your business can offer Shopify live chat to online customers, enhancing the e-commerce customer experience with personalized service while also making your agents more efficient with time-saving automations, intelligent chatbots, and more. In addition to its real-time messaging, Zendesk’s Live Chat makes it even easier for your team by centralizing all customer interactions and contextual data live in one place.

Plus, Zendesk integrates all your service channels—social media, phone, email, messaging, and live chat—so your reps can begin conversations in a chat and move it to a new channel, all within a single dashboard.

Zendesk live chat for Shopify

Benefits of Zendesk Live Chat for Shopify

When you integrate Shopify and Zendesk, your team can:

  • Embed live chat with the click of a button to any Shopify site.
  • Customize your support rep’s dashboards with important customer data.
  • Access relevant, consolidated customer info to solve support issues faster and more effectively.
  • Deal with refunds, returns, or cancellations without leaving Zendesk.

Targeted support at scale

Zendesk also enables your business to zero in on the most relevant prospects. For example, with smart triggers, Zendesk live chat notifies support agents when a customer is going to leave the site or abandon their shopping cart. This allows those agents to proactively reach out before the sale is lost. Plus, with Zendesk’s robust self-service options, agents have more time to focus on high-value interactions rather than simple, repetitive queries.

For those businesses who already use (and love) Shopify, bring your e-commerce customer service skills to the next level and boost digital engagement with a live chat plugin. You can install the Zendesk’s Shopify app for free but to use live chat you’ll need one of the Suite plans (or a free trial), which include many other cutting-edge features for providing solid support to customers.

Plus with 1,000+ pre-built apps and integrations, Zendesk connects seamlessly with other streamlining business tools, no coding required. Zendesk also offers robust customer support of its own, with expert guidance that helps users easily use features with greater confidence and efficiency.

Pricing Plans:

Suite Team: $49/month
Suite Growth: $79/month
Suite Professional: $99/month

Free trial: 14 days

Key features of Zendesk Live Chat for Shopify

  • Native and third-party chatbot integrations
  • API
  • Chat queue management
  • Branding customization
  • Canned responses
  • Out of the box integrations for Discord, Loops, Team Status, Ditto, and more
  • Performance metrics
  • Pre-built analytics dashboards
  • Knowledge base management

2. Chatra Live Chat

Chatra Live Chat for Shopify

Image credit

Designed for small businesses as well as online retailers, Chatra is a cloud-based Shopify live chat app with group chat, chat notes, multi-lingual support, and other essential live chat features. Pros of Chatra include its pleasing user interface, useful group chat, and its full set of easy-to-use features.

With live typing insights, support reps see what customers are typing before they hit send, giving them a head start on compiling the best response. The real-time visitor list lets them see how many people are currently on their website, making it easy to reach out to the ones who seem like they need assistance.

You can also use Chatra Live Chat to collect actionable feedback from customers, so you can continue improving your live chat approach. However, several reviewers have complained about Chatra lagging or crashing and the free plan’s lack of features.

Pricing Plans:

Essential Plan: $21/month
Pro Plan: $29/month

Free trial: 10 days

Free plan: Free forever for one agent

Key features of Chatra Live Chat:

  • Cart saving
  • Real-time visitor list
  • Facebook messenger integration
  • Instagram integration
  • Live typing insights
  • Conversation history
  • Intelligent contact form bot
  • Targeted chats
  • Agent photos

3. Tidio Live Chat

Tidio Live Chat for Shopify

Image credit

Businesses of all sizes can answer more customer questions and simplify communication using Tidio’s live chat app for Shopify. Some of Tidio’s most popular features include its visual chatbot editor, automated answers, and flexible pricing. A common theme among Tidio users is that the software is very easy to set up and use.

Tidio’s Shopify app comes with several other customer service platform features, including chatbots and email integration. The chat widget can be customized to reflect branding colors, and it also offers support for multiple languages. The app is easy to install and can be used on mobile devices, however, some users have complained that Tidio charges for features that are generally free with other apps.

Pricing Plans:

Communicator Plan: $19/month
Chatbots Plan: $49/month

Free trial: 7 days

Free plan: Free plan for up to 3 operators

Key features of Tidio Live Chat:

  • Live visitor data
  • Desktop and mobile apps
  • Account access permissions
  • Javascript API
  • Live typing
  • Visitor’s profiles’ notes
  • Multichannel communication
  • 20+ integrations

4. Facebook Messenger

Facebook Messenger for Shopify

Image credit

For brands that want to replicate the look and feel of Facebook Messenger on their Shopify site, the Messenger app for Shopify is the way to go. Many customers are already familiar with the Facebook Messenger look, which makes it a good choice for many businesses. Installing the app is as simple as adding the app from the Shopify app store, connecting your Facebook Page, and choosing your styling.

This app’s greatest appeal is that it provides an already-familiar customer experience. Another useful feature is its in-depth analytics, which lets users decide which widgets or campaigns should be optimized to make more sales. It also recently added a new shipping notice feature, which automatically sends shipping status updates after an order has been placed. However, compared to other Shopify live chat apps, it’s limited in terms of customization and features.

Pricing Plans:

Premium: $9.99/month

Free trial: 14 days

Free plan: Yes

Key features of Messenger:

  • Abandon cart campaign
  • Welcome pop-up
  • Add to cart widget
  • Custom widget position
  • Custom chat icon and color
  • Device targeting
  • Page targeting
  • Custom CSS

Learn more about using Facebook Messenger with Zendesk

5. Gorgias ‑ Live Chat & Helpdesk

Gorgias Live Chat for Shopify

Image credit

Gorgias is a live chat and help desk solution meant for small and medium-sized e-commerce businesses with dedicated support teams. Its Shopify app integrates live chat into a broader omnichannel approach that’s meant to streamline support tickets and drive sales. From the Gorgias Shopify live chat, customers can seek help for issues like refunds, order cancellations, subscription questions, and more.

Given that, Gorgias’s greatest advantage is its broad approach to live chat. Users can manage their conversations from multiple points, including email, phone, and social platforms. View message histories, set up automated responses, and track which pages customers are most drawn to. You can also tag certain responses as urgent for issues that require instant attention, and award loyalty points directly within the live chat widget.

Pricing Plans:

Basic: $50/month
Pro: $300/month
Advanced: $750/month
Enterprise: Custom pricing

Free trial: 7 days

Free plan: No

Key features of Gorgias :

  • Loyalty points awards
  • Pre-made templates
  • Triggered live chats
  • Ticket management
  • Reporting and analytics
  • Social media integrations
  • Autoresponder
  • Multi-store connection
  • Macros

best live chat apps free

best-free-live-chat-software-options

What is GetApp’s Category Leaders?

Category Leaders is an annual ranking of software products that uses five criteria—ease of use, value for money, functionality, customer support, and likelihood to recommend—worth 20 points each to score applications. Category Leaders scores and rankings are provided for every product in this report. For more information on how scores are calculated, view the full methodology here.

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Chaport

Chaport is a cloud-based live chat and chatbot solution for websites that also lets businesses communicate with clients across various channels such as Facebook, Viber, and Telegram. It provides desktop apps for Windows and macOS, a web app for all browsers, and mobile apps for Android and iOS devices, allowing professionals to chat with website visitors, even from remote locations.

Key features of Chaport include live chat widget, chatbots, integrations with social networks and messengers, detailed visitor info with custom fields, visitor behavior, pre-chat form, notifications, read receipts, chat transcripts, and Secure Sockets Layer (SSL) encryption. 

Chaport helps companies automate sales and support and offer help 24/7, send automated chat invitations to clients and get more leads, transfer chats to team members, and customize the chat widget by adding specific colors, texts, or photos. Additionally, it lets users share files or images with website visitors, quickly resolve queries using saved replies and typing insights, and gain visibility into missed/incoming chat metrics and working hours through real-time reports.

Chaport comes with an application programming interface (API) that allows businesses to integrate the platform with third-party systems. It also has Zapier integration that helps companies connect Chaport to 3,000+ apps without any programming skills.

Chaport-chat

Chaport’s chat window (Source)

What reviewers think of Chaport

Chaport scored top marks in both ease of use and customer support and beat the category average significantly in the remaining categories, suggesting that users are pleased with what Chaport has to offer across the board. 

If one of your top priorities is ease of use or customer support, it’s worth taking a closer look at Chaport during your software search if its free offerings fit your business needs.

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Chaport free plan features and limitations:

  • One user (Chaport calls them operators) 
  • 30-day chat history retention
  • Unlimited chats per live agent
  • Cheapest paid plan: $15 per user, per month 

EngageBay

EngageBay is an integrated marketing, sales, support, live chat, help desk, and customer relationship marketing (CRM) solution designed to help small to midsize businesses acquire, engage, and convert website visitors into customers. The cloud-based platform lets businesses use marketing tools to build relationships with customers and retain them for a lifetime.

Features of EngageBay include email marketing, landing pages, live chat/help desk, ticketing, telephony, appointment scheduling, and contact management. It comes with a built-in CRM, which allows businesses to manage and track all activities across customers, leads, and deals as they proceed through pipelines.

The live chat software is attached to the help desk software and is called Service Bay. 

EngageBay enables businesses to use Zapier and Xero integration to connect the platform with several third-party applications such as Salesforce, Intercom, Mailchimp, and HubSpot. Pricing is available through monthly subscriptions and support is extended via documentation, phone, and email.

engagebay-live-example

Live chat example from EngageBay (Source)

What reviewers think of EngageBay

EngageBay is unique among the other choices here in that it’s predominately a marketing, CRM, and sales enablement tool. However, EngageBay does offer a completely free help desk and live chat platform that scores above average in every category. Customer support is its highest rated category—if you have a problem with the software, you should find the support staff helpful and friendly.

If your business is also looking for a marketing or CRM tool, you should take a closer look at EngageBay as it offers a wide range of features and services outside of live chat.

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EngageBay free plan features and limitations:

  • Unlimited users 
  • Unlimited chat history retention
  • Unlimited chats per live agent
  • Cheapest paid plan: There are no paid plans available

LiveAgent

LiveAgent is an online live chat platform for small and midsize businesses. The live chat software offers live chat application, ticket management, online self-service portals, and change and license management, all as either in-suite or standalone applications.

It is a customizable solution that can scale as small companies grow their customer base and online services. The software provides a ticket management system where tickets contain the complete stream of chat messages, emails, phone calls, or messages from other communication channels between the customer and support staff of the company.

LiveAgent is offered as both web-based (cloud) software and an on-premise installation. The cloud option is priced on a pay-per-user basis by number of agents, and the on-premise options use the up-front pricing model, based solely on the number of agents.

liveagent-chat-overview

LiveAgent’s chat overview page (Source)

What reviewers think of LiveAgent

LiveAgent scores big in the value-for-money category, suggesting that current users are pleased with the features offered for the price they pay. Aside from its stellar score in value for money, it’s also above average in every other category with customer support being well above average. 

If you’re looking for software that will give you the best set of features for the money you spend (if you upgrade down the road), the ratings here suggest LiveAgent might be worth taking a closer look at if its free offerings fit your business needs.

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LiveAgent free plan features and limitations:

  • One chat button* 
  • Unlimited chat history retention for that one button
  • Unlimited chats for that one button
  • Cheapest paid plan: $29 per user, per month

*LiveAgent’s free plan allows you to create one customizable button and include it on one page of your website. Your customers can click the button to open a chat window where they can interact with your support staff. The paid plans come with unlimited chats and button creation.

Smartsupp

Smartsupp is a live chat software solution that helps businesses engage website visitors with real-time communication. Key features include agent dashboard, customization capabilities, and video recording of visitors’ screens.

Smartsupp lets users integrate the solution with their websites. It also supports integration with various third-party applications such as WordPress, PrestaShop, Magneto, Jimdo, and Shopify.

Users can customize colors, text, and the position of the Smartsupp chat box to match their organization’s branding and identity. They can also set up custom rules to automatically send personalized messages to their visitors.

Additionally, Smartsupp supports integration with Google Analytics which allows users to track impact sales by monitoring conversion rates and customers’ behavior. It offers applications for iOS and Android devices that help users to remotely access the solution.

Smartsupp-chat-window

Smartsupp’s live chat window (Source)

What reviewers think of Smartsupp

Smartsupp scored a perfect 20 out of 20 in the ease-of-use category, suggesting that users are able to navigate the software easily and quickly. It scores just above average in the remaining categories except in value for money, where it meets the average. 

If you’re most concerned about how easy the software is to use and aren’t as concerned with the value for money, you should take a closer look at Smartsupp if its free offerings fit your business needs.

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Smartsupp free plan features and limitations:

  • Three users 
  • 14-day chat history retention
  • Unlimited chats per live agent
  • Cheapest paid plan: $10 per month for 3 users, billed annually; $15 for month-to-month billing

Tidio Chat

Tidio Chat is a cloud-based live chat software platform suitable for integration into any company’s website. It includes a customizable interface that lets companies make the live chat interface match the look and feel of existing online assets. Additionally, it includes support for over 140 languages.

Tidio Chat is mobile compatible, which ensures that customers on mobile devices are able to engage with the chat box on small screens. If no agents or employees are available, users can leave offline messages. Additionally, using a Google Chrome plugin, Tidio Chat lets users receive immediate notifications of any pending offline messages.

Tidio Chat is a cloud-based platform that supports integration with leading business applications such as eCommerce, email marketing, and CRM software. It is available in two license tiers, basic and pro, both available on a monthly subscription basis.

Tidio-live-chat-example-on-site

Example of Tidio’s live chat window on a website (Source)

What reviewers think of Tidio

Tidio Chat received one of the highest overall scores among GetApp’s 2021 Category Leaders in Live Chat, scoring a perfect score in customer support and nearly perfect scores in value for money, likelihood to recommend, and functionality. Its ease-of-use score trails slightly behind the others, but it’s still significantly above the category average. 

If you’re looking for a live chat option that most users find either exceptional or above average across the board, you might want to take a closer look at Tidio if its free offerings fit your business needs.

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Tidio free plan features and limitations:

  • Three users
  • Unlimited chat history retention
  • Unlimited chats per live agent
  • Cheapest paid plan: $18 per month, for up to three users

Tidio’s free plan also offers chatbots that are available to automatically respond to up to 100 unique visitors per month. If your organization finds chatbots to be a strong value add, you may wind up needing to pay for additional chat capacity. Uniquely, Tidio offers two paid plans that both start at $18 per month and include three users:

  • One plan is focused on companies that want to increase functionality for live chat agents or increase the number of agents ($10 per agent, per month)
  • Another focuses on businesses that want to build out chatbot functionality, increasing the base number of chatbot triggers to 5,000 per month (with the option to raise further)

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