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If you have a store on Shopify, chances are your business is doing great. You have a nice-looking store and you’re able to manage it from one place. Now, you’re probably wondering how to connect with customers and increase your sales. For that, I have a simple answer - live chat software. How does it work on Shopify?
Why is having a live chat Shopify integration important?
Live chat lets you chat with customers right in your Shopify store. It works by connecting you with customers when they’re browsing your products - either by them reaching out for help or you starting a conversation at the right moment. For business owners, a live chat Shopify integration is especially important, because it works as a conversion tool. And research backs it up:
- Forrester's data shows that website visitors who use live chat are 2.8x more likely to convert than those who don’t. And according to a benchmark study by Bold360 (a LogMeIn company), a buyer who chats will spend 60% more.
- Shopify's data shows businesses that respond to a customer’s chat within five minutes are 69% more likely to get a sale.
Live chat offers many advanced features to help you effectively connect with customers and increase sales in no time. Let’s dig into it.
How will live chat software help your ecommerce store?
When your customers want to contact you, the most important thing is getting instant help. With live chat, you can provide just that, but also so much more because of the context the tool gives you. Having a real-time view of a customer's cart in chat lets you personalize your message and offer quick help without asking too many questions. It directly influences customer satisfaction and as a result, increases sales.
Live chat apps also work as lead generation tools. All the website visitors browsing your store are potential sales opportunities, and it’s all about how you want to approach them. For instance, when you see a visitor spending a long time browsing the “gifts for mums” category, you can gently ask: “Hey, can I help you find something for your mum?” and offer your professional advice. You are there for a visitor right when they need you and have the possibility to turn them into a customer.
Another thing that live chat helps you with is conversion rate. We all know how much the right look of your products influences sales. Live chat lets you present your products in a compelling way during a conversation with a customer. They ask about your best work of art? You can place your top picks inside the chat, and let them buy right away with just a few clicks.
Additionally, you can use the details you get about customers, and send them emails about new products or upcoming seasonal deals. What could be a one-time purchase can turn into a long-term relationship, and a loyal customer coming back to your website. This is something that will definitely help ecommerce business owners gradually grow their sales.
What should a live chat for Shopify include?
Chat customization to fit your brand
It’s important to make a chat fit the look of your store. Thanks to customizing the color and shape of a chat window, you can make it an integral part of your website.
Chat invitation to engage a visitor
You should be able to start a conversation with your website visitor by inviting them to a chat. Various live chat apps allow you to set automated messages based on customer data and their behavior - such as time spent in your online store or thea page they’re browsing.
Pre-chat survey for essential information
A pre-chat survey gives you all the information you may need about a visitor to provide good customer service. It’s usually the name and email address of a person starting a chat with you.
Customer details at hand for better support
You also want to have essential customer data displayed during a chat. It improves communication and helps you close more sales. For instance, you can see customer data, such as their carts in real-time or their shopping history.
Engaging features inside the chat for better sales
Best live chat apps offer features for presenting your products inside a chat. The products can be displayed on an image with a description and a link to a product page. It gives customers the right context, as they’re not lost, jumping between tabs, looking for what they need.
Analytical tools that let you track sales and customer satisfaction
Checking how satisfied your customers are, the goals you met, and the sales you closed, allows you to get the most out of live chat. You can see which chats, agents, and products impact your revenue the most, so you can do more of what works best. But it also helps you spot improvement opportunities in terms of chat engagement, how you show your products, and also the way you talk about them.
Integrations for an omnichannel experience
To let you provide the best support across different channels, live chat needs to integrate with different communication platforms. You probably get questions about your products via Facebook Messenger, Instagram, or even Twitter. Being able to integrate with those platforms lets you manage all the communication from one place, improves customer experience, and increases sales.
Shopify live chat apps you should consider
LiveChat is a powerful customer service platform designed to provide excellent customer service. It’s easy to use for both customer support agents and customers, and has many unique features that will help you drive more sales. LiveChat offers chatbots, self-knowledge base, and asynchronous messaging. It integrates with most CRM, ecommerce, and messaging apps, making it easy to keep all the communication in one place. That’s why it’s perfect for being your main customer support channel.
- A real-time view of the customer’s cart and orders in the chat
- Product Cards (product recommendations) with neat images of your merchandise inside the chat
- More detailed information with Customer Insight for Shopify
- ChatBot integration for Shopify to automate customer service
- Chat-engaging features
- Chat widget customization
- Supports more than 200+ integrations
- In-depth analytics, data security
Price: Starting from $20 a month. It offers a free 14-day trial.
See how easy it is to install LiveChat for Shopify.
Tidio live chat combines chat and chatbot tools for better customer service and higher sales. It lets you keep your live chat, email, and Messenger communication in one panel. With the use of intelligent Bots, it helps you react quickly to the customers’ behavior.
Price: Starting from $19 a month. A free plan is available.
- Live chat widget customization
- Automated chats with AI
- Clean and modern user interface
- Automation and bot templates
Gorgias is a help desk ticketing system built for ecommerce merchants. It’s designed to centralize all your customer interactions in one feed.
Price: Starting from $10/month. It offers a free 7-day trial.
- Automated responses for common questions
- Triggered live chat and popup form on important pages
- The view of the customer journey leading up to each ticket
- Clean and intuitive user interface
- Supports more than 85+ integrations
- Perform actions like rewarding loyalty points without leaving the chat
Tawk.to is a messaging app to monitor and chat with website visitors. It’s 100% free. Tawk.to’s live chat app, knowledge base, and ticketing system integrate seamlessly with a Shopify store.
- Video and voice (Add-on)
- Agent > agent messaging
- Screen sharing
- Personalized greetings and share promos with trigger messages
- Desktop notifications
- 1880+ emoji
Pure chat app is a live chat solution that offers a quick and effective way to make a connection with customers and leads. It’s a live chat solution only with basic features and a focus on chatting, so you won’t be able to handle requests from different channels.
- Simple and intuitive design
- Chat widget customization
- Unlimited chats
- File transfer (images, documents, etc.)
Price: Starting from $49/month. It offers a free 30-day trial.
Re:Amaze is an integrated customer service, live chat, and helpdesk platform for online businesses. It lets you manage customer support requests from email, live chat, Facebook page, Instagram, Twitter, SMS, and VOIP for all your stores in one place.
- Supports multiple stores
- Communication across different communication channels
- Automated replies for easier workflow
- Possibility to build chatbots to help, engage, and sell
Pricing: Starting from $29/month. It offers a free 14-day trial.
Choose the best Shopify live chat app
I hope it’s easier to decide on the best live chat app for your needs now. If you’re still hesitant, I encourage you to try our LiveChat for Shopify integration.
Whichever platform you choose, make sure you'll be able to manage customer conversations and that you’re ready to have multiple chats at once. If you’re a single business owner, consider a live chat app that offers a knowledge base and chatbots for Shopify. They will help you automate repeatable questions, so you can focus on providing professional advice and selling your products. Good luck!