How Live Chat Software Can Skyrocket Your eCommerce Sales?

As eCommerce businesses grow, so does the need for customer service. It’s tough to keep up with the high demand of messaging from customers and juggling multiple channels like social media, email, and chat. Poor customer service has been demonstrated to cause many e-commerce customers to shop elsewhere for their needs.

According to recent research, over 2/3 of Americans are less likely to buy from brands that don’t offer live chat support. No matter how much time and resources your business invests in customer service and sales, your efforts may not pay off if you’re not offering a live chat option.

Customers want to be taken care of quickly and easily which means you need fast and attentive live chat operator help. The surveys show that 86% of customers have abandoned their purchases because they did not have a way to contact a live person.

Live chat can be an online store’s best friend. It is a great solution that helps you connect with your audience, improve conversion rates, increase revenue, and grow your business. It removes any obstacles to sales by connecting you with your customers anytime they need help, and in real-time too. Live chat software also helps you create memorable customer experiences that will have them coming back for more.

What is e-commerce live chat?

If you’re running an online business, you understand how difficult it can be to convert every visitor into a repeat customer. In a physical store, this is readily done by adding a few human touches such as greeting customers at the door, providing style advice, and recommending other products. Interestingly, it is also possible in the internet world. And here comes the use of live chat. Although it has a lot of good sides along with some bad features too.

However, eCommerce live chat is typically a pop-up or small window on your e-commerce website that allows your business to be there when customers have even the slightest inquiries.

The program integrates with your website or app and starts conversations with users. Live chats may appear in a variety of formats depending on your goals:

• Right after a customer enters the site.
• During the checkout process.
• On a specific page.

The benefits of live chat for E-commerce

Although, Live chat makes it easy for consumers to talk to a “shopping assistant” or a customer service representative while they are on the store’s website. According to a report by the Aberdeen Group in March 2015 named “Live Chat: The Gift that Keeps on Giving,” that reveals live chat as a way to communicate with customers has better results than those that don’t have before. These results include cost reduction, better agent utilization rate, revenue growth, and happy customers.

A statistic mentioned that Customers who use live chat are more likely to trust and remain loyal to the company.  And surprisingly, 79% of people liked live chat because they can get answers to their questions quickly, and 46% agreed that it’s the best way to communicate.

What features should you look for in live chat software for eCommerce?

There are plenty of live chat solutions available and every company tries to make them different. Meanwhile, this is a powerful tool that does more than anything else to keep customers coming back and make sales.

Depending on the size and type of your store, live chat software should have the following features:

• Use canned responses for faster client service.
• Initiate proactive chat invitations to start a conversation with customers.
• Automated responses to enhance engagement.
• Audio and video call integration with Zoom, Skype, Google Meet, or the company’s own platform if possible.
• Lead cards with client information, chat history, and agents’ notes to customize each conversation.
• Transfer chats among agents with internal settings or keywords.
• Use chat features like a pop-up chat window, chat buttons, and eye-catchers to keep people interested.
• Set up both audio and visual notifications of chat or message, so that no customer has to be waiting.
• Pre-chat forms for statistics and lead generation, while also post-chat evaluations for client feedback, should be included.
• Agents and clients may share files to provide screenshots, offers, and other necessities.
• Live chat apps should be available for web, WordPress, iPhone, Android, and Windows.

#7 best live chat software for eCommerce stores

Once you have covered up your settings with these majestic features then you are ready for smoother live chat support. Now, we’ll now get to another exciting subject—getting to know some of the best website live chat software.

NAME	FREE TRIAL	MONTHLY PRICE
ThriveDesk	Free Plan	$15 per User
Gorgias	7 Days	$10 per 50 Tickets
Olark	14 Days	$29 per Seat
LiveChat	14 Days	$19 per agent
WSChat	Premium	Single Site: $5.75
Tidio Chat	Free Plan with 3 Operators	$49 per 3 Operators
HubSpot Live Chat	Free Plan	$50 per 2 Users
HelpScout	Free Plan	$25 per 2 Mailboxes, 1 Docs site

ThriveDesk

ThriveDesk is the quickest and most lightweight live chat assistant designed specifically for eCommerce customer service. With a strong foundation, it continues to provide excellent features such as wide customization possibilities, swift reply, file sharing directly from the chat widget, community forum support, satisfying surveys, and reports for tracking and monitoring your eCommerce sales.

ThriveDesk is focused on delivering exceptional customer service, and it never shows a live chat window unless a representative is ready to assist. However, the alternate approach routes customer support calls to your ThriveDesk email queue, greeting clients with bots and continuing the discussion even if they quit the live chat.

At the beginning of the ThriveDesk, it always preferred customization. And that’s why your live chat should be more personalized to your choices. You can Add colors to fit your brand, set notification tones, include your corporate logo and a welcome message, and choose which agents and widgets to show or hide. The amazing thing is it allows users to use it for free with limited features and the team helps you to migrate from any other platform.

Features

• The shared inbox for real-time team collaboration
• Automatic reply support to respond to users ASAP
• Multiple workspaces to switch between.
• HelpDesk solution.
• Advanced markdown and formatting support to make things more readable and expressive.
• Satisfaction rating system for customers.
• Conversation history support to help make the support flawless.
• The ability to update customer conversations through email.
• Webhooks allow for posting data to the server with ease.
• Compatibility with other web services.

Pricing

ThriveDesk is a customer support platform that offers Shared Inbox, Live Chat, Reporting, Community, Knowledge Base, and WooCommerce Integration for a single payment.

Free Plan: Available

Annually: $12/month per user

Monthly: $15 per user

Best for: eCommerce websites and Small businesses

Gorgias

Gorgias is a powerful helpdesk platform created specifically for eCommerce enterprises. It consists of live chat, chatbots, a self-service site, a ticketing system, and data analytics. Its live chat solution provides an impressive range of adaptability, macros, and rules meant to automate and identify the customer care process for both customers and support agents.

Additionally, Gorgias integrates with Shopify, BigCommerce, and WooCommerce. And this enables support agents to provide excellent customer service without resistance.

Features

• Centralize your tickets on Shopify, BigCommerce, and Magento.
• Machine learning can recognize consumer intent in chats and prioritize issues and answers.
• Engage site visitors depending on their page or time on page.
• Create unique auto-responses, templates, and macros for FAQs.
• Track ticket volume, initial response time, and resolution time.
• Custom tags may be used to tag conversations in Gorgias.

Pricing:

Basic: $60/month includes 300 tickets

Pro: $360/month includes 300 tickets

Advanced: $900/month includes 300 tickets

Enterprise: It will continue with your customization purchase.

Best for: Small to medium-sized businesses and larger corporations

Olark

Live chat software like Olark is used by many online businesses. It has automation rules that you can use to automatically greet customers, send canned responses to frequently asked questions (FAQs), and send chats to the right department or sales rep. This will make the customer experience better and make the job of your support staff easier.

It’s easy to add Olark’s live chat plugin to your WordPress site. Also, the co-browsing add-on lets chat agents see what visitors see on their screens, which helps them solve problems more quickly.

Olark can host video chats because it works with other popular services like Salesforce, Google Analytics, Slack, Mailchimp, and Zoom.

Features

• Easily access data in your live chat transcripts
• Match your chat box to your brand
• Save time with automation
• Uncover actionable insights in transcripts
• Custom chatbox forms
• Engage customers in real-time
• Ease of use

Pricing:

Free trial: Available

Free version: Available

Monthly: 29$/month/agent with reporting, integrations, and insights

2 Year: 19$(35% off)/month/agent with all features

You can also purchase features a la carte with PowerUps:

Cobrowsing—$99

Non-Branded Chatbox—$59

Live Chat Translation—$29

Visitor Insights (Social)—$59

Visitor Insights (Social and Professional)—$99

Best for: Small and medium businesses

LiveChat

LiveChat is an online customer support software that contains chat, help desk, and web analytics features. In addition, it includes other excellent features that may swiftly boost online sales and enhance customer service.

Their apps for Windows and Macintosh include an amazing feature that enables them to provide even better customer support. LiveChat’s integrations are one of its most valuable features. And also offers a chat plugin for WordPress for lead creation and customer support.

At last, LiveChat is a smart platform that enables you to please your clients faster and get more business perfect.

Features

• Targeted messages for specific visitor behavior
• File sharing during an ongoing conversation
• Proactive chat with Canned responses
• Branding and customization settings
• Chat ratings for individual operators
• LiveChat is available in 41 languages
• In-built ticketing system
• Integration capabilities
• Customizable branding
• Integration capabilities
• Website visitor tracking

Pricing

Starter: $16 per month per agent, billed annually

Team: $33 per month per agent, billed annually

Business: $50 per month per agent, billed annually

Enterprise: You have to contact LiveChat in order to know the price

Best for: Multi-website chat

WSChat – ELEX WordPress Live Chat Plugin

WSChat, an exclusive WordPress Live Chat Plugin by ELEX, emerges as a game-changer in enhancing customer engagement and skyrocketing eCommerce sales. This feature-rich plugin offers a dynamic live chat widget optimized for WordPress, providing a seamless communication channel between support agents and customers.

The integration with WooCommerce amplifies customer support by offering real-time access to customers’ details, order information, and purchase history during chat sessions. WSChat goes beyond conventional live chat functionalities by incorporating cutting-edge technologies.

The integration with ChatGPT, powered by OpenAI, enables the generation of intelligent auto-responses with impeccable grammar and a professional tone. The plugin also empowers support agents to initiate chats with active visitors, providing personalized assistance and guidance.

Features:

• Live Chat Widget with Pre-Chat Form
• Capture leads and proactively reach out to website visitors.
• Access customer details, order history, and product suggestions effortlessly with direct WooCommerce integration.
• Multiple Agents, Unlimited Chats
• ChatGPT Integration
• Dialogflow AI Integration
• Monitor Live Visitors
• Highly Customizable Pre-Chat Form and Chat Widget
• Show Chat Widget on Specific Pages
• Unlimited Chat History
• Integration with WSDesk – WordPress Helpdesk & Support Ticketing Plugin

Pricing:

• Single Site: $69.00 billed annually.
• Up to 5 Sites: $99.00 billed annually.
• Up to 25 Sites: $199.00 billed annually.

Best for: Small to medium e-commerce businesses

Tidio Chat

Tidio is an all-inclusive Customer communication solution that integrates Live Chat, chatbots, email, Messenger, and Instagram to enable instantaneous engagement with customers. It helps you to respond to their inquiries, resolve their issues in real-time, and interact with them at important times. In exchange, it improves client happiness and, consequently, sales.

With Tidio, you can see a list of everyone who visits your website and even see what people are typing right now. This lets you answer your customers’ questions faster and give them a better overall experience. You can stay in touch with your customers no matter where you are if you use Tidio’s desktop or mobile app or their browser widget.

Features

• Extensive monitoring system to automate live chats and reduce the need for human effort.
• Powerful AI system that can help the operators view information at the click of a button.
• Users can design live chat widgets however they want.
• Intuitive, customizable, and modern user interface.
• Modern, easy to use, and customizable user interface.
• 24/7 support with the help of chatbots.
• Support for multiple languages.

Pricing

Free: Free forever, consists of up to 3 operators

Chatbots: $49 per month, includes unlimited active chatbots

Communicator: $19 per month, includes live typing and operators limit upto 40

Best for: Small and medium businesses

HubSpot Live Chat

HubSpot Live chat is a feature of HubSpot CRM that lets you set up chat flows that your team can use to talk to people who visit your website. This software is very easy to use and has a lot of useful features in addition to being a regular way to manage contacts.

You could say it’s a better way to text the people who are most important to you. But Hubspot also has other things to offer that will help. With HubSpot live chat, you can talk to your customers wherever you are, get their email addresses, solve their problems, and make their experience better. So you have to pay money to use them. Hubspot Marketing Hub is a great place to buy these packages and integrations.

Features

• Unlimited and personalized conversation with chatbots
• Contact, Contact activity & lead management
• Sales email automation & templates
• Facebook & Instagram lead ads
• Email templates & documents
• Contact & company insights
• Gmail & Outlook integration
• Pipeline management
• Conversation inbox
• Email tracking
• Meeting scheduling
• Live chat & bots
• Social media tools
• Landing page builder
• Online form builder
• Chatbot builder
• Marketing Analytics

Pricing

Starter: $45 per month per agent, billed annually

Professional: $800 per month per agent, billed annually

Enterprise: $3200 per month per agent, billed annually

Starter CRM Suite (Recommended Bundles): $45 per month per agent, billed annually

Best for: Multi-use

HelpScout

Helpscout is a top customer support platform with a rich live chat toolbox. It provides a shared mailbox for individuals and their teams. This enables collaboration whenever an email is sent or a support request is received. In addition, it eliminates the complexity of a normal help desk system and makes email response easier and more efficient.

Help Beacon, a live chat solution, is included in all pricing ranges. Beacon enables the integration of a live chat widget on any webpage of your choice. Despite the importance of self-options, live chat is always accessible to clients. And the product features a slick user interface that can be customized to match your existing branding.

And last, tailor the client experience to your support requirements and objectives. Using trigger-based messaging, engage leads and provide proactive help. Help Scout is your best choice if you’re looking for a powerful eCommerce live chat solution.

Features:

• Auto-update customer data.
• Connect with +50 integrations or build your own app.
• Give customers recommended content based on the page they’re viewing.
• Handle escalation by assigning a conversation to others.
• Choose one of three different modes: self-service, neutral, and ask first to customize the customer experience.
• Use Beacon JavaScript API to make it smarter.
• Separate mailboxes help teams, email addresses, and brands coordinate customer engagements.
• Private notes, collision detection, stored answers, and tagging let teams collaborate.

Pricing:

Standard:$25 per user per month with Intuitive, world-class support tools for growing teams.

Plus: $40 per user per month with advanced collaboration and organization for rapid growth.

Company: Personalized service and enterprise security for large teams

Best for: Small and medium businesses

How to offer better customer service through live chat?

It’s not easy to get all of customer service’s benefits at once. And if live chat isn’t used properly, it can still lead to fewer sales. Here are some tips and possibilities to do the best things that will help you get the most out of your live chat solution.

Train Customer support team

Since it’s necessary to make your sales better. Employees should train up about their work. Some of the things they should knowledge about are listed below:

• Be human, not rush into answers.
• Find Ways to Personalize the Conversation, not fully formal.
• Checking grammatical errors.
• Avoid Passive Writing – Stay Active!
• Don’t Ask for Too Much Information at Once.
• Treat the Customer as a Friend and understand the voice of tone.
• Mirror the Customer’s Use of Language.
• Tell Customers That Webchat Responses Are Faster Than Email.
• Ensure customer feedback for improvement.

Reduce Customer Service Response Times

Without customers, there is no business that will survive. To maintain a constant revenue, you must keep and acquire consumers. Great customer service can thrive back your loyal customers along with new ones.

While some customer inquiries may need numerous messages, the objective should be to answer their issue in one. Let’s dive into some tips where you can reduce customer service response time and improve your sales.

• Set up a first automated response
• Prioritize the requests
• Prepare customer service response templates
• Set up time-based email alerts
• Create an FAQ page
• Add more customer service experts
• Initiate a Multi-channel Response
• Integrate an IVR System to Speed Up Call Support

Keep chat visible, but not distracting

People sometimes come to your site to look at something that has nothing to do with using the live chat. Because of this, it needs to be in the right spot on your page. It should be easy to find and get to, but not in a way that is distracting.

Most of the time, there is a small chat window at the bottom right of the page. Sometimes, all you have to do is click on a chat icon to start talking. Sometimes it’s a chat that someone starts. That’s a chat where the other person talks to you before you talk to them. When you enter the page, it also has a message that asks how they can help.

Also, your home page, landing page, and sales page should all have a chat head that is always on. So, you can look into the pages where people are most likely to start a chat.

Provide Transcripts of the Conversation

One more way to give better customer service is to send them a transcript of the conversation after the service is done. You can also get their email by asking for their contact information so you can send them the document.

It works out well for both sides. For the customer, because they can always look back on that conversation and won’t have to ask the same question again. For the company, it’s because the next time that customer comes back, the assistant will know exactly what happened in the last conversation and have enough information to talk to them more efficiently.

Perform Customer Satisfaction Surveys

In crowded and competitive markets, customer satisfaction is one of the few things that brands can still do to stand out. Today, the brand that gives its customers the best experience tends to win.

Qualtrics says, “High levels of customer satisfaction are strong predictors of customer and client retention, loyalty, and product repurchase.”

Surveys are one way that research can help solve these recurring problems. A study done by Survey Monkey and the Gallup Group gives some good tips on how to make and structure surveys so that these problems happen as short as possible.

Let’s look at the most important things that how to perform customer satisfaction through surveys.

• Main goal should be clear and concise.
• Only ask relevant questions
• Create open-ended questions
• Ask one question at a time
• Avoid leading and loaded questions
• Make use of yes/no questions
• Think about your timing
• Offer survey respondents a bonus

How To Choose The Best Live Chat App For Your E-Commerce Business?

Still, hesitating? Let me have some words. The software you choose will depend on the type of business you run and the features your website needs. Keep these questions in mind as you think about a solution. They will help you choose the best software for your needs.

Now we will find out some excellent features which should just be in a live chat app. Let’s get started.

• Shared Inbox is a common inbox to which all customer conversations, chats, and queries are directed. Also, customers prefer emails, social media, messengers, etc. But as your business grows, it gets harder to keep track of all the conversations. With a shared inbox, you can always stay in touch and never lose a message.
• Filters, tags, and hotkeys simplify inbox searches.
• Data collection and storage using CRM systems.
• Automated routing improves speed and user experience.
• User-triggered welcome chat messages.
• Knowledge base and quick replies to answer FAQ faster.
• File sharing (images, video, links).
• Chat customization to complement your website’s look. Like: chat colors, emoji support, Chat button gallery, Chat button animations, user-friendly UI, etc.
• New agent message alerts.
• Video calls to assist your customer better.
• Real-time typing-view.

Being simple is easy but some additional features will make your choice better like a piece of cake. Let’s check it out.

Hybrid ticket stream

The hybrid ticket stream enables you to track your customer’s contact/problem resolution journey across many channels inside the same issue thread. If a client references a past chat with a different agent, you may simply locate it in the issue thread.

Tags

Tags make it easier to find old tickets. If a customer mentions a past live chat about upgrading their subscription, you can easily find the chat transcript by using the “upgrade” tag to narrow your search.

Canned responses

With canned answers, you can give quick answers to questions you get asked a lot. Agents can type up and save standard answers to frequently asked questions. During a chat, if a customer asks a general question, agents can answer with just one click .

Third-party-integrations

Every live chat company integrates with more than enough third-party apps, such as MailChimp, PipeDrive, Braintree, Shopify, GoDaddy, Nicereply, and more. By integrating the apps you use every day, you’ll be able to access them and do the same things you’d do in the apps themselves.

With these few features in mind, it’s easy to choose the best live chat app. Since most live chat apps offer most of the same features, ThriveDesk stands out by giving you additional features for the lowest price.

Consider running a free plan or free trial to see how the solution works for your eCommerce business.

Common Mistakes To Avoid During Live Chat

Investing in live chat software means you can answer and solve customer questions faster, make more sales, and provide more personalized service if you use it right.

About 73% of customers think that live chat is the best way to talk to a company. This makes it one of the best ways to increase customer engagement and satisfaction. Plus, live chat makes a big difference in conversion rates, increasing them by 3.84 % and raising sales by 6% overall. Live chat software is a must-have for any business that wants to succeed in the modern world.

But there’s a catch. Though No one is perfect at communicating, and your highly responsible and experienced live chat operators are no different. These mistakes affect how people see your business and can change how customers feel about your brand, which can hurt customer loyalty and trust.

Here are some common mistakes which are discussed with a solution: Lack of Immediate Response

Customers always expect a response time of less than a minute. That’s why live chat became so popular as a way to help people. But if customers have to wait for more than a minute, it could be bad for business.

About 79% of customers choose to communicate with a live chat agent because they want an answer right away. The average amount of time it takes to respond to a live chat is 46 seconds. If it takes longer than a minute, customers will get frustrated.

But how can businesses offer instant live chat responses and give the impression that they are successful without hiring and training more agents?

How to avoid this mistake:

• Use canned responses.
• Set rules & conditions for chat routing.
• Integrate customers with the knowledge base.
• Use multiple chat window features.

Skipping Peak Chat Times

As we know, time differences are also a drawback of continuous work. But businesses all over the world try to answer customer questions right away, 24*7. But the same businesses end up helping customers during standard business hours, either from 9 to 6 or from 10 to 7.

And this is where the most important question comes up: Are you sure that customers will call you at the same time you are available?

The thing is, help may be needed even at strange times or days. So what if people don’t get help when they need it the most?

How to avoid this mistake:

• Determine Live Chat’s Peak Times
• Use Live Chat Mobile App
• Set Offline Message Form

Personalization Lackings

Live chat operators often stick to formal rules of communication and put quantity ahead of personality. They could “chat” to several customers at once by using scripted answers and templates. Not only does it take away the ability to make things more personal, but it also makes the client more annoyed.

“By 2020, customers will handle 85% of their business with a company without ever talking to a person.” Gartner

Now that it’s 2024, 85% of consumers say they need to talk to a real person in a live chat before they decide to buy something. This shows that customer service should still be personalized. When done right, your live chat can help you get new customers.

On the other hand, getting the sound of the language is a blessing and support. Especially with angry customers, picking the right words can mean the difference between avoiding an explosion and setting one off. Lots of guides for people who work in customer service advise agents to communicate in a happy and positive way.

How to avoid this mistake:

• Use automated greetings
• Integrate live chat with your favorite CRM tool
• Use less automation
• Reduce response time
• Show your appreciation to visitors

Spelling and Grammar Mistakes

Customers won’t trust you if you send them a message in a live chat that is full of grammar mistakes and spelling mistakes. After all, if you don’t know the basic rules of writing or don’t care to look over a message before sending it, how could you care about a customer’s problem or your business as a whole?

How to avoid this mistake:

• Use spell-checkers.
• Check your message before sending it.
• List common spelling and grammatical errors.
• Train agents through fun games,

Wasting Customer Time

Who doesn’t want to be first?

Yes, your customers do always want to receive a response from you quickly. Still, they pick quality over speed. Here’s where a live chat agent should find a good balance: giving great help in a relatively short amount of time.

Customers choose live chat because they don’t want to wait or have time for long conversations. So, wasting their time can hurt your relationships and the way people think of your brand. Here are some of the most common ways that live chat agents waste their customers’ time and make communication worse.

How to avoid this mistake:

• Add pre-written scripts with the most relevant information.
• Train your staff with the best etiquettes.
• Give your employee a flexible schedule

Advanced Tactics To Get The Most From The Live Chat

About 20 years ago, people started using live chat. Every company tries to offer reliable tools for communication in order to gain the trust and loyalty of customers all over the world. Even though live chat has been around for decades, most people don’t know how to use it to its fullest potential.

Now we’ll go into more details on how to apply the tactics to get the best use on Live Chat.

Import of predefined responses

It may be required, while creating a profile for a new live chat agent, to include a new set of predefined responses. The majority of the company’s customer service is handled via canned responses. They can be created on different levels – visible to all departments and agents, specific departments or specific agents. However, if you need to upload a large number of responses, we’ve added the option to import them from a CSV file rather than individually.

Collecting information about customers

Before you start a conversation with a customer, you should know who they are, if they are a potential customer or a loyal one, what department they want to communicate to, etc. With the help of a pre-chat survey, it’s easy to get the information you need, and your agents will help you fast and professionally. Also, the information from the pre-chat survey is important not only during the chat session, but it can also be used by the marketing department to measure the success of advertising campaigns.

Eye Catching customizable chat buttons

Putting a “live chat” button on your website shows your customers that you really care about making communication quick and easy. You can change like, turn on a small bubble with a greeting message to get people to start chatting with you. Your eye-catcher bubble will show up next to or above your chat button. You can add your own text there to invite your customers to chat without being too pushy. This bubble won’t keep people from looking at your website, and it will make it easier and more pleasant for them to look around.

These are just examples and the maximum company offers you the most customizable chat button.

Passing information to the agent app

If you already have customer information in your database, it’s easy to send it to your agent app(if available) through the scripting on your website. This way, your live chat agents will be able to see a lot of helpful and useful information, which will help people faster and solve problems more quickly. You can see what people put in their shopping carts, what their usernames are in your store, and other important information.

Google Analytics integration

It’s possible to track the number of chat windows, pre-chat surveys and offline form submissions using live chat connection with Google Analytics. In order to see how your paid audience interacts with your live chat, you can simply integrate GA objectives with any app you’d want.

Be mobile ready

More than ever, customers use their phones to get assistance. By installing a live chat mobile app to your phone, you can meet your customers wherever they are, like at dinner, at the gym, or in the middle of a trip to the store. Foodpanda added support for Zendesk Chat to their mobile app. Using Zendesk’s easy-to-use Mobile SDK to add chat, Foodpanda was able to keep their customers in the native app and product experience and provide smooth support. Mobile users can get the same great support they get online, and they can get an instant reply.

Which is the Best Live Chat Software? (Expert Pick)

If you want live chat for your small or medium-sized business, ThriveDesk is the best option. It’s at the top of our list because we thought the reviews from users were the best of all.

We think that, for the right price, ThriveDesk has all the features you need to answer customer questions and increase conversions. And you get the extra features for free, while with other live chat apps you have to pay a lot.

Or, if you want a marketing and CRM platform that has everything you need, including live chat software and a chatbot builder, HelpScout is your best bet. The other live chats on the list are also good, but who doesn’t want a product that can be bought in a snap?

ThriveDesk’s best feature? It gives you a free trial for up to 14 days. This trial includes all premium features for one user. It’s perfect for small businesses or eCommerce stores looking to grow on a budget.

Final Words

As you can see, the world of live chat seems to change rapidly and in many ways. Some, like LiveChat, Tidio, and HubSpot Live Chat, are trying out chatbots with an experimental phase, while others offer free plans for people to hire their own agents (Olark, Tidio). Some, like ThriveDesk and LiveChat, have the best user experience, while others look like they were made 10 years ago (Olark).

Also, it’s a fact that you always have to choose what you want. Now that you’ve read this article, you know how helpful a live chat service can be for your e-commerce store. Companies can’t avoid growing by taking care of their customers. But our recommendations always go for ThriveDesk because of its value-for-money deal.