Top Live Chat Software to Revolutionize Online Store Support

Imagine visiting an online store and getting instant answers to your questions without waiting. That's the magic of live chat tools! In 2025, these solutions are transforming e-commerce. With 63% of customers choosing websites that offer live chat and 79% of businesses reporting boosts in loyalty and sales, it’s clear that live chat creates a better shopping experience. Tools like Sobot make online stores with live chat more engaging, helping you find what you need while improving service efficiency. Isn’t that the kind of shopping experience you’d love?

Why Live Chat is Essential for Online Stores

Enhancing Customer Experience

When you shop online, you want quick answers and smooth interactions, right? That’s where live chat shines. It makes your shopping journey easier and more enjoyable. Metrics like Customer Satisfaction (CSAT), Customer Effort Score (CES), and Net Promoter Score (NPS) prove this. Live chat simplifies communication, reduces the effort you need to get help, and leaves you more likely to recommend the store to others.

Think about this: 94% of customers who use live chat report being satisfied with their experience. That’s a huge number! Engaged customers feel valued, and they’re more likely to return. With ecommerce live chat, you can get real-time customer support without waiting on hold or sending emails. It’s like having a friendly assistant ready to help you at any moment.

Increasing Conversion Rates

Did you know that live chat can directly increase sales? It’s true. Visitors who use live chat are 2.8 times more likely to make a purchase. Why? Because live chat answers questions, clears doubts, and builds trust. For example, if you’re unsure about a product’s size or features, a quick chat can give you the confidence to buy.

Adding live chat to your website can boost conversion rates by 12%. Plus, 79% of businesses say it positively impacts their revenue. Whether you’re browsing for a gift or comparing prices, ecommerce live chat helps you make decisions faster. It’s like having a personal shopper guiding you through the process.

Reducing Response Times

Nobody likes waiting, especially when shopping online. Live chat for ecommerce solves this problem by offering lightning-fast responses. On average, customers wait just 36 seconds to connect with an agent. That’s much quicker than email or phone support.

Faster responses mean fewer abandoned carts. Imagine you’re about to check out, but you have a question about shipping. If you don’t get an answer quickly, you might leave the site. Live chat ensures that doesn’t happen. It keeps you engaged and helps you complete your purchase without frustration.

Here’s a quick look at how live chat impacts online stores with live chat:

Live chat doesn’t just improve response times—it transforms the entire shopping experience.

13 Best Live Chat Tools for E-commerce in 2025

Sobot Live Chat

If you're looking for a game-changer in ecommerce live chat, Sobot Live Chat is a standout choice. Designed to meet the needs of modern online stores, this live chat software offers a seamless way to connect with your customers across multiple platforms. Whether it's your website, mobile app, or social media channels like WhatsApp and Instagram, Sobot ensures you're always available where your customers are.

What sets Sobot apart? Its ability to boost conversion rates by 38% through precise customer profiling and tailored interactions. Imagine turning casual browsers into loyal buyers with personalized service. Plus, Sobot's AI-powered tools help your agents work smarter, not harder, by automating repetitive tasks and providing actionable insights.

Here’s a snapshot of Sobot Live Chat’s performance metrics:

Sobot Live Chat doesn’t just stop at improving customer satisfaction. It also integrates seamlessly with your existing systems, ensuring your team has all the data they need to provide top-notch support. With features like auto-translation, customizable widgets, and satisfaction surveys, Sobot is truly one of the best live chat software options for e-commerce businesses.

Pro Tip: Sobot offers a free trial, so you can experience its benefits firsthand. Visit Sobot Live Chat to learn more.

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LiveChat

LiveChat is another popular choice for live chat for ecommerce. Known for its user-friendly interface, this tool helps you engage with customers in real time, answering their questions and resolving issues quickly. It’s a great option if you want to provide instant support and keep your customers happy.

One of LiveChat’s strengths is its ability to boost revenue. Businesses using LiveChat report a 48% increase in revenue per chat hour. That’s a significant boost! Plus, 73% of consumers aged 18-49 prefer live chat for business communication, making it a must-have for reaching this demographic.

Here’s a quick look at some key metrics:

LiveChat also offers proactive chat invitations, which can help reduce cart abandonment. If a customer lingers on a product page, you can reach out and offer assistance. This feature alone can make a big difference in your sales numbers.

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Zendesk Chat

Zendesk Chat is a reliable option for businesses looking to enhance their live chat for ecommerce. It’s designed to help you provide fast, efficient support while improving customer satisfaction. With Zendesk, your agents can handle multiple chats at once, making it a great choice for busy online stores.

Experienced agents using Zendesk can manage up to 4-6 chats simultaneously, ensuring no customer is left waiting. This efficiency translates into better service and happier customers. In fact, 79% of businesses say that offering live chat has positively impacted their sales, revenue, and loyalty.

Here are some stats that highlight Zendesk Chat’s impact:

Zendesk Chat also integrates with other Zendesk products, creating a unified customer service platform. This makes it easier to track customer interactions and provide consistent support across all channels.

Tidio

Tidio is a powerful live chat software that’s perfect for ecommerce live chat. It combines simplicity with advanced features, making it a favorite among online store owners. You can use Tidio to connect with your customers instantly, whether they’re browsing your website or reaching out through social media.

What makes Tidio stand out? It’s the way it blends live chat with AI-powered chatbots. These bots handle simple queries, freeing up your team to focus on more complex issues. In fact, 69% of customers say they’re happy to interact with bots for straightforward problems. That’s a huge win for efficiency!

Here’s a quick look at how Tidio performs in e-commerce environments:

Tidio also excels at creating conversational care experiences. More than 70% of customers expect this kind of interaction, and Tidio delivers. Whether it’s through live chat or automated responses, you can meet your customers’ expectations and keep them coming back.

Pro Tip: Tidio’s AI chatbots are perfect for handling high volumes of inquiries during peak shopping seasons.

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Gorgias

Gorgias is another top contender when it comes to live chat for ecommerce. This tool is designed to streamline customer support and boost efficiency. If you’re looking to reduce response times and improve satisfaction, Gorgias is a great choice.

Here’s what you’ll love about Gorgias:

• It cuts average response times by over 70%, so your customers get answers fast.
• First-contact resolutions increase by 50%, meaning fewer follow-ups and happier customers.
• Stores using Gorgias have seen conversion rates rise by up to 15%. That’s a direct boost to your revenue!
• Customer satisfaction scores often exceed 90%, showing how much people appreciate the improved service.

Gorgias doesn’t just help you respond faster—it helps you respond smarter. You can integrate it with your ecommerce platform to access customer data instantly. This makes it easier to personalize interactions and build trust.

Did You Know? Gorgias supports proactive messaging, letting you reach out to customers before they even ask for help.

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Reamaze

Reamaze is a versatile live chat software that’s perfect for ecommerce live chat. It’s built to help you resolve customer queries quickly and efficiently. If you want to keep your customers happy while reducing your team’s workload, Reamaze is worth considering.

One of Reamaze’s standout features is its reporting capabilities. The Basic Plan includes reports like Volume Report, Channel Summary Report, Response Time Report, First Response Resolve Rate Report, and Average Thread Size Report. These insights help you understand your performance and identify areas for improvement.

Reamaze also calculates response times based on the time difference between agent replies and customer messages. This ensures you’re always aware of how quickly your team is addressing inquiries.

Here’s why quick responses matter:

• Faster service encourages exchanges instead of refunds, boosting retention and revenue.
• Slow response times can lead to repeat contacts from the same customer, increasing your team’s workload.

Reamaze doesn’t just track response times—it helps you improve them. By streamlining communication and automating repetitive tasks, you can focus on delivering exceptional service.

Tip: Use Reamaze’s reporting tools to monitor your team’s performance and set goals for improvement.

Userlike

Userlike is a live chat software designed to help you connect with your customers in a more personal and efficient way. It’s perfect for businesses that want to provide real-time support while building stronger relationships with their audience. With Userlike, you can chat with customers directly on your website or through popular messaging apps like WhatsApp, Facebook Messenger, and Telegram.

One of Userlike’s standout features is its message routing system, which ensures that customer inquiries reach the right agent every time. This means faster responses and happier customers. Plus, Userlike offers chat transcripts, so you can review past conversations and improve your service over time.

Here’s why Userlike is a great choice for ecommerce live chat:

• Omnichannel Support: Engage with customers across multiple platforms seamlessly.
• Customizable Chat Widgets: Match the chat interface to your brand’s style.
• AI-Powered Features: Automate repetitive tasks and focus on meaningful interactions.
• Data Privacy: Userlike complies with GDPR, ensuring your customers’ data stays secure.

Userlike also excels at providing proactive chat invitations. If a customer spends too much time on a product page, you can reach out and offer assistance. This feature helps reduce cart abandonment and boosts conversion rates.

Tip: Use Userlike’s analytics tools to track performance and identify areas for improvement.

Help Scout

Help Scout is another excellent live chat software that’s perfect for ecommerce businesses. It’s designed to make customer support simple and effective, helping you deliver a better experience for your customers. With Help Scout, you can manage all your customer interactions in one place, whether they come from live chat, email, or other channels.

What sets Help Scout apart is its focus on team collaboration. You can assign conversations to specific team members, leave private notes, and even tag colleagues for input. This makes it easier to resolve issues quickly and efficiently.

Here’s a look at some key performance metrics that highlight Help Scout’s effectiveness:

Help Scout also offers Beacon, a feature that combines live chat with self-service options. Customers can search for answers in your knowledge base or reach out to an agent if they need more help. This reduces the workload on your team while ensuring customers get the support they need.

Pro Tip: Use Help Scout’s reporting tools to monitor your team’s performance and set goals for improvement.

Richpanel

Richpanel is a powerful live chat software that’s specifically designed for ecommerce businesses. It combines live chat with advanced automation features, making it easier for you to manage customer inquiries and improve satisfaction. With Richpanel, you can handle high volumes of queries without compromising on quality.

One of Richpanel’s key strengths is its ability to automate resolutions. This means customers can solve their issues without waiting for an agent, saving time for both parties. In fact, Richpanel boasts impressive performance metrics:

Richpanel also integrates seamlessly with popular ecommerce platforms like Shopify and WooCommerce. This allows you to access customer data instantly, making it easier to personalize interactions and build trust. Plus, Richpanel’s self-service portal lets customers track orders, request returns, and find answers to common questions—all without contacting support.

Did You Know? Richpanel’s self-service features can increase revenue by up to 20%, thanks to faster resolutions and improved customer satisfaction.

Intercom

Intercom is a versatile live chat software that helps you connect with your customers in meaningful ways. It’s designed to improve customer engagement and streamline support, making it a favorite among businesses looking to enhance their ecommerce live chat experience. With Intercom, you can provide instant assistance, build trust, and keep your customers coming back.

What makes Intercom stand out? Its ability to combine live chat features with automation. This means you can handle a higher volume of customer queries without overwhelming your team. Automated solutions not only resolve simple issues but also help customers learn how to use your products effectively. This proactive approach enhances their overall experience and boosts satisfaction.

Here’s how Intercom improves customer engagement and support:

• 53% of support leaders say better team training has helped them meet customer expectations.
• Investing in team development leads to more motivated agents, which enhances customer interactions.

Intercom also tracks key metrics to ensure your support stays on point. These include:

1. Conversation metrics
2. Response time
3. Customer satisfaction
4. Retention rates

By focusing on these areas, Intercom ensures your team delivers exceptional service every time. Plus, its live chat capabilities allow you to engage with customers across multiple channels, making it easier to meet them where they are.

Tip: Use Intercom’s automation tools to handle repetitive tasks, so your team can focus on building stronger relationships with customers.

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eDesk

eDesk is another top contender when it comes to live chat for ecommerce. It’s designed to help you manage customer interactions efficiently while boosting satisfaction. If you’re looking for a tool that combines speed, reliability, and advanced live chat features, eDesk is a great choice.

One of eDesk’s biggest strengths is its ability to drive conversions. Customers who use live chat are three times more likely to make a purchase. With eDesk, you can provide instant answers, reduce cart abandonment, and create a seamless shopping experience.

Here’s a quick look at eDesk’s effectiveness:

eDesk’s live chat capabilities also include proactive messaging. This feature lets you reach out to customers before they even ask for help, increasing the likelihood of a purchase. With an average response time of just 15 seconds, eDesk ensures your customers never have to wait long for assistance.

Pro Tip: Use eDesk’s analytics tools to track performance and identify areas for improvement.

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Olark

Olark is a simple yet powerful live chat software that’s perfect for businesses of all sizes. It’s designed to help you provide fast, efficient support while building stronger relationships with your customers. With Olark, you can engage with visitors in real time, answer their questions, and guide them through the buying process.

One of Olark’s standout features is its ability to scale with your team. As the number of operators increases, the median response time decreases, ensuring your customers always get quick answers. Here’s a look at how Olark performs:

Olark also offers customizable chat widgets, allowing you to match the chat interface to your brand’s style. This creates a consistent experience for your customers and helps build trust. Plus, its live chat features include chat transcripts, so you can review past conversations and improve your service over time.

Did You Know? Olark’s live chat capabilities make it easier to handle high volumes of inquiries during peak shopping seasons.

Freshchat

Freshchat is one of the best ecommerce live chat tools that’s redefining how businesses connect with their customers. If you’re looking for a solution that combines speed, efficiency, and personalization, Freshchat might be just what you need. It’s designed to help you deliver real-time chat experiences that keep your customers happy and engaged.

What makes Freshchat stand out? It’s all about speed and quality. Customers don’t want to wait forever for answers, and Freshchat ensures they don’t have to. With features like instant messaging and AI-powered automation, you can respond to inquiries faster than ever. This means fewer abandoned carts and more satisfied shoppers.

Freshchat doesn’t just stop at quick responses. It also focuses on resolving issues efficiently. Here’s a closer look at the metrics that highlight its impact on customer support:

Freshchat’s ability to improve these metrics makes it one of the most reliable live chat apps for ecommerce businesses. Imagine being able to resolve customer issues during the first interaction. That’s a game-changer for both your team and your customers. It saves time, reduces frustration, and builds trust.

Another reason Freshchat is a favorite among online stores is its versatility. You can use it across multiple platforms, including your website, mobile app, and social media channels. This omnichannel approach ensures you’re always available where your customers are. Whether they’re browsing your site or messaging you on Instagram, Freshchat lets you connect with them instantly.

Freshchat also excels at personalization. Its AI tools analyze customer behavior and preferences, allowing you to tailor your responses. For example, if a customer frequently asks about shipping policies, Freshchat can provide proactive updates. This level of personalization makes your customers feel valued and keeps them coming back.

Pro Tip: Use Freshchat’s AI-powered features to automate repetitive tasks. This frees up your team to focus on more complex issues, improving overall efficiency.

If you’re searching for a tool that combines real-time chat with advanced features, Freshchat is a top contender. It’s not just about answering questions—it’s about creating meaningful interactions that drive loyalty and sales. With Freshchat, you can turn casual visitors into lifelong customers.

Comparison Table of Live Chat Tools

Features Overview

When choosing a live chat tool, you want to know what makes each one stand out. Let’s break down some key features and performance statistics to help you decide:

These features highlight why live chat tools are so effective. Whether it’s offering 24/7 support or ensuring high satisfaction rates, the right tool can transform your customer experience.

Tip: Look for tools with customizable widgets to match your brand’s style. It’s a small detail that makes a big difference!

Pricing Comparison

Pricing matters when picking the perfect live chat software. Here’s a quick comparison of what you can expect:

Some tools, like Tidio, even offer free plans, making them great for startups. Others, like Sobot, provide custom pricing to fit your specific needs. Always consider your budget and the features you’ll actually use.

Best Use Cases

Different tools shine in different scenarios. Here’s how they stack up:

For example, if you’re running a 24/7 online store, tools with chatbot capabilities are a must. They handle simple queries, save money, and never sleep. On the other hand, if branding is your focus, customizable widgets can help you stand out.

Pro Tip: Use analytics features to track performance and refine your customer support strategy. It’s like having a roadmap to success!

How to Choose the Right Live Chat Tool

Assessing Your Business Needs

Choosing the right live chat tool starts with understanding your business needs. Think about your goals. Are you looking to improve customer support, boost sales, or enhance the overall customer experience? Each tool offers unique benefits, so knowing what you want helps narrow down your options.

For example, if your store handles high chat volumes, you’ll need software that scales easily. Brands using automation, like LivePerson, have seen a net present value of $22 million over three years. Tools with AI and automation also reduce agent turnover and create new career opportunities.

“If we know the cost to respond on messaging is lower — and it is 15% to 20% lower than voice — and the CSAT is higher, and there’s a demand, then when you put all of those things together, you say, ‘Why aren’t we doing more of it?’” ~ Head of Digital Trading, Telecommunications

Think about your customers too. Do they prefer mobile-friendly options or omnichannel communication? Tools like Sobot Live Chat excel at meeting customers where they are, whether on websites, apps, or social media.

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Evaluating Features and Integrations

Features and integrations make or break a live chat tool. Look for tools that offer real-time communication, personalization, and meaningful analytics. These features improve customer support and help you make data-driven decisions.

Here’s a quick checklist to guide you:

Technical performance matters too. Tools like tawk.to offer unlimited users and customizable widgets, while Re:amaze automates message handling with workflows. Zendesk provides a robust suite for customer support, making it ideal for ecommerce integration.

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Considering Budget and Scalability

Budget and scalability are key factors. Start by evaluating your chat volume and subscription fees. Some tools, like Tidio, offer free plans, while others, like Sobot, provide custom pricing.

Here’s a breakdown of what to consider:

Scalability is just as important. Choose tools that let you add agents without interruptions and handle increasing chat volumes seamlessly. Flexible pricing plans and advanced features ensure your live chat solution grows with your business.

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Live chat tools have revolutionized customer service in e-commerce, making it faster, smarter, and more customer-friendly. They don’t just improve first response times and resolution rates—they also boost customer satisfaction and sales conversions. For example, businesses using live chat report higher Net Promoter Scores and reduced support costs.

With 74% of customers preferring chatbots for simple questions and 69% valuing instant responses, it’s clear that live chat is the future of customer service. By 2027, chatbots are expected to become the primary channel for customer support in a quarter of all businesses.

If you’re ready to transform your customer support platforms, explore the tools we’ve listed. Whether you’re looking for AI-powered automation or omnichannel communication, there’s a solution tailored to your needs. Prioritize tools that enhance customer experience and streamline operations. After all, happy customers are loyal customers!

FAQ

What is live chat software, and why is it important for e-commerce?

Live chat software lets you talk to customers in real time on your website or app. For e-commerce, it’s a game-changer. It helps answer questions quickly, boosts sales, and keeps customers happy. Plus, it’s a great way to build trust with your audience.

How do AI-powered chatbots improve live chat?

AI-powered chatbots handle simple questions instantly, saving time for your team. They work 24/7, so customers always get help. These bots also learn from interactions, making them smarter over time. They’re perfect for e-commerce businesses that want to improve efficiency and customer satisfaction.

Can live chat tools support multiple languages?

Yes! Many live chat tools offer multilingual support. This feature helps you connect with customers worldwide. It automatically translates messages, so you can provide excellent service no matter what language your customers speak. It’s a must-have for global e-commerce stores.

Are AI features in live chat tools worth it?

Absolutely! AI features like automated responses and customer profiling make live chat tools more powerful. They help you personalize interactions and speed up problem-solving. For e-commerce, these features can increase sales and improve customer loyalty. It’s like having a smart assistant for your business.

How do I choose the best live chat tool for my e-commerce store?

Start by identifying your needs. Do you want AI chatbot capabilities, multilingual support, or advanced analytics? Look for tools that fit your budget and can grow with your business. Try free trials to see which one works best for your e-commerce goals.

See Also

Best Ecommerce Live Chat Tools to Use in 2024

Ways Live Chat Software Enhances Ecommerce Sales Performance

Most Trustworthy Live Chat Solutions for 2024

Best 10 Live Chat Assistance Tools for 2024

Best Live Chat Solutions for Small Businesses in 2024