Live chat has numerous benefits, so having a fast, professional, effective, and easy-to-use live chat function on your Shopify site can give you a great advantage over your competition. It can boost your customer satisfaction levels and increase order numbers.
The following are ten of the most popular Shopify Live Chat apps.
- 1. Live Chat Inc
- 2. Hubspot
- 3. Zendesk
- 4. Olark
- 5. Intercom
- 6. Snapengage
- 7. Clickdesk
- 8. PureChat
- 9. Cliq
- 10. Casengo
Used by over 27,000 companies in more than 150 countries, this app is reliable, modern, and keeps you connected to your customers.
One of its great features is that you can see who’s browsing your website and can actually start a chat yourself. The user interface is easy to use, it is relatively inexpensive, and the support team is knowledgeable and always available. It can be used on desktops, notebooks, tablets, or mobile phones.
Prices start at $16.00/month.
***Capterra rating: 4.6/5***
A live chat app that enables seamless CRM integration, Hubspot features a well-designed interface that can integrate with Facebook, Eventbrite, Adwords, Facebook ads, and Surveymonkey.
HubSpot features automated chatbots that can be pre-programmed with customised messages that appear on different pages of the site and say different things. You can also save replies to use in answer to FAQs.
HubSpot is available on iOS and Android and you can carry out live chat and access your CRM system simultaneously.
HubSpot has a free forever plan if you are happy for them to advertise (with a link at the bottom of the widget). The paid plan allows this to be removed.
***Shopify App Store rating: 2.8***
Zendesk is a customisable chat tool that can integrate with a variety of CMS including HubSpot, Wix, WordPress, Drupal, and Squarespace. It is used by over 200,000 organisations and is designed for medium to large businesses.
Zendesk allows you to see which product pages your visitors are viewing and you can proactively start a conversation yourself or wait for the customer to initiate a chat. You can reply to chats via any browser, or the iOS or Android apps.
Zendesk’s other features include automated triggers, offline forms, chatbots, routing, shortcuts, tags, and analytics.
All conversations can be funnelled to one location – as multiple profiles from Facebook, Twitter, and LINE can be linked together.
The analytics allow you to track chat volume, monitor individual performance, and measure conversion rates.
Zendesk starts at US$5.00/month.
***Capterra rating: 4.4/5***
Olark offers customisable chat messages based on page views and also enables you to view past conversations should they have chatted before.
Olark integrates with a number of popular business platforms including, Google Analytics, HubSpot, and Salesforce.
Olark is able to distribute chats across a large team, monitor performance, and create a database of FAQ responses.
Although Olark starts at just $17/month, there are a number of “Power Ups” that many organisations will want to add – and these cost extra. These include visitor screen-sharing, visitor insights, and live chat translation.
***Capterra rating: 4.6/5 ***
Intercom’s chat software is specifically designed for sales. It allows you to route leads to specific people, carry on a chat via email, and target contacts based upon their browsing behaviour.
Intercom is able to integrate with numerous popular software apps including Slack, HubSpot CRM, and Zoom.
Intercom combines chatbots and live chat and focuses on lead generation, consumer engagement and customer support. It uses chatbots to qualify leads 24/7, route them to available sales reps, and can even schedule demos.
Additionally, outbound chats/emails can be started based upon the page the visitor is on and what they are looking at.
Intercom also enables you to create a library of articles in the “Help Centre” to encourage customers to troubleshoot their own issues.
Intercom is a great option for smaller companies who are growing quickly.
Prices start from $87/month.
***Capterra rating: 4.5/5***
SnapEngage is able to integrate with a number of popular CRM systems and the chats can also be managed from numerous channels including Facebook Messenger and WeChat.
You can customise workflows to give the best customer experience and because it is an omnichannel solution, you can engage with customers instantly, no matter what page they are looking at on your site.
Setup is easy thanks to the knowledgeable team of implementation specialists who are able to guide you through the initial process and get you started quickly. They also offer training on integration and administration.
SnapEngage also has a chatbot that is able to answer common questions and record visitor information – meaning you never miss out on a sale.
SnapEngage is HIPAA compliant, ensuring that it is safe and secure for use by medical businesses that handle patient information.
Prices start at $16/month
***Capterra rating = 4.6/5***
As well as live chat, Clickdesk also offers voice and video chat. Visitors to your site can initiate a chat or your agents can make the first move. The pre-chat forms enable you to collect valuable information about what your customer wants before starting the chat. Chats can be transferred between agents, meaning you can pass them to the specialists in each area.
The video chat option means that sales reps can conduct live product demos. It also allows for people to be on more than one chat simultaneously.
ClickDesk offers personalised greetings and a translation feature that covers over 90 languages.
In terms of analytics, ClickDesk offers daily and weekly statistics on numerous useful measurables such as the number of chats missed while offline, average duration of chats, chat to sales conversion rates, and many more. This enables you to refine your processes to maximise performance.
ClickDesk starts at US$9.99/month.
***Capterra rating = 3.7/5***
PureChat can be customised to fit with your brand and provides the option of using pre-prepared responses to answer FAQs.
PureChat’s free plan is pretty comprehensive. It offers unlimited chats, transcripts, integration with CRM systems and software such as HubSpot, Google Analytics, and Axosoft, advanced customisation, chat alerts, visitor information capture, and chat notifications.
Unlike the free plan, the paid plans offer detailed visitor tracking, real-time analytics, comprehensive account statistics and a suite of customisable reports. Additionally, the paid plans also give you more operators and enable you to integrate the app with multiple websites.
The 100% free plan includes unlimited users and unlimited chats for up to 3 websites.
***Capterra rating = 4.6/5***
Cliq offers real-time messaging and file sharing, allowing for instant decision making. Its live chat offering is simple but effective and can be used on desktop or mobile devices.
It has a unique feature called ‘Shoutbox’ which allows visitors to your website to chat with each other before, or as well as, chatting to your agents.
Users can start an audio or video call from the chat window and group calls of up to 100 participants are possible. It also has a very useful searchable chat history option.
Prices starts at $3.00 per month, per user.
***Capterra rating = 4.5/5***
Casengo is targeted at small businesses/retailers and it is unique in that it uses WhatsApp to help you provide great customer care. All of your customer support channels can be seen in one dashboard. As an example, if someone posts a comment on your Facebook page, it will appear on your Casengo dashboard. This allows you to see and respond to questions faster.
Casengo can be accessed via multiple browsers, on iOS or Android.
Pricing starts at $9.00 per month (for 3 users).
***Capterra rating = 4.7/5***
In conclusion, there are many great options at a range of different prices. Our favourite is Live Chat Inc but the best one for your organisation is really dependent on your own specific requirements.