Having a reliable and efficient customer service system is critical for any online business.
Shopify live chat apps can help you provide top-notch customer service to your customers. They will enable you to respond quickly to inquiries and address issues without having to wait on long phone calls or emails.
With the right Shopify chat app, you'll be able to ensure that your customers get the best experience possible.
In this article, we’ll look at:
- What is a Shopify live chat app?
- The benefits of Shopify live chat apps
- What are the most popular Shopify live chat apps?
- How to choose the right live chat for Shopify?
- How to implement the live chat app into your Shopify store?
We'll discuss the main features of each app and how they can benefit your business. By the end of this article, you will have a better understanding of what type of live chat for Shopify is best suited for your needs.
Shopify Live Chat Apps: An Overview
A Shopify live chat app is an online customer care solution that enables businesses to interact with clients in real time. It offers a practical approach to respond to inquiries, deal with problems immediately, and offering help without having to wait for an email or phone contact.
Customers may get quick answers to their concerns using the app. At the same time, businesses can deal with client issues swiftly and effectively. These apps often feature automated messages, personalized branding, service integrations, scripted responses, and more.
Using this kind of software has several advantages, from facilitating speedy customer service and making it simpler for clients to contact you to boost sales by promptly resolving customer complaints.
Additionally, adding a live chat feature to your website makes customers feel as though their business is essential to you and fosters a sense of trust between them and your brand.
Now, let’s look at the Shopify live chat apps benefits more closely.
Benefits of Shopify Live Chat Apps
Shopify chat support apps offer a wide range of benefits that can help businesses to improve their customer service, increase sales and build trust.
Here are the main advantages of using a Shopify live chat app:
Improved Customer Service & Support
Businesses can instantly respond to consumer inquiries in real-time by using a Shopify live chat app. This contributes to offering a higher standard of customer assistance and service, which can raise customer satisfaction. Businesses can reduce the likelihood that customers would post unfavorable comments or reviews online by responding to inquiries swiftly and effectively.
Increased Sales by Answering Questions in Real-Time
Businesses can address inquiries from potential consumers during the buying process with a Shopify live chat app. Due to the lack of unresolved questions, shoppers are less likely to abandon their shopping carts, which lowers the cart abandonment rate. As a result, they will see a revenue boost as a result of increased conversions from customers who are more knowledgeable about the offered product or service.
Improved Website Engagement & Customer Experience
Businesses can interact in real-time with visitors to their websites with live chat apps for Shopify.
Customers feel more connected and heard when they receive prompt feedback from customer care agents in real-time, which improves the user experience.
Additionally, by engaging in live chat conversations with website visitors, businesses can learn a great deal about the wants, requirements, and pain points of their customers. This information can then be applied to product development or other marketing campaigns.
Increased Customer Trust & Loyalty
Customers develop trust in businesses when they use a live chat function on their website and get quick answers to their questions.
When clients have direct access to customer service representatives during the buying process, they feel appreciated by the business, which increases loyalty.
Furthermore, offering beneficial assistance via live chats strengthens this trust by demonstrating that the business is ready and able to address any issues that may emerge during the course of a customer's transaction.
Popular Shopify Live Chat Apps
Now, let’s look at some of the most popular Shopify chatbots.
Gorgias - Helpdesk & Live Chat
Gorgias is a powerful customer service and support platform designed specifically for Shopify stores. The app provides a complete suite of tools to manage customer inquiries, returns, and complaints all in one place. With Gorgias, Shopify store owners can streamline their customer service operations, increase efficiency and improve customer satisfaction.
Some of the key features of Gorgias include:
- One feed for all inquiries coming from email, chat, voice, SMS, and social media
- Full context on the customer who’s asking, along with order and conversation history
- Ability to view, edit, and cancel Shopify orders from the customer view
- Powerful support metrics for better tracking
- Self-service menus for instant answering
Tidio - Live Chat & Chatbots
Tidio is a customer experience platform that helps online retailers to deliver top-notch customer support and convert inactive customers into active consumers. It has ready-to-use sales and support chatbots that boost sales and promptly respond to your customers' most frequent queries.
Some of the key features of Tidio Live Chat include:
- A customizable live chat widget
- Pre-made chatbot strategies that solve most common problems
- Product recommendations and other information directly in the chat
- Quick installation
- Smart ticketing system
Chatra Live Chat & Chatbot
Chatra is a live chat messenger tool that can help you boost online sales and gives you a simple, affordable way to interact with website visitors. The product is simple to use and made specifically for Shopify stores. It takes a short time to connect with your customers and provide the answers they need.
Some of the key features of Chatra include:
- Different channels including websites, customization, and SSL encryption
- Bots with automated answers
- Visitor analytics
- Key information for agent productivity
- Integrations with many different apps
Tawk.to Live Chat
Tawk.to is a free live chat and customer support tool with customer service-oriented features. It provides essential live chat functionality in addition to extra services like hired chat agents and virtual assistants.
Here are the app’s main features:
- Automated messages based on triggers
- Chat email transcripts
- Mobile app for CS representatives
- Visitor typing preview
Without interrupting the customer discussion, this Zendesk Support and Chat app provides your agents with all the knowledge they require to respond to customer inquiries. Agents can concentrate on developing customer relationships and addressing inquiries more quickly rather than wasting time switching between systems.
Here are the main features of the Zendesk app:
- Ticketing system
- Omnichannel support
- 1,000+ integrations
- Help center
- AI-based chatbots for automated responses
- Analytics dashboards
Choosing the Right Shopify Live Chat App
Choosing the right Shopify chat app can be challenging. However, it’s not impossible. Here’s how to do it efficiently:
Consider the App’s Features
Check each app to see whether it provides the features and tools required to fulfill the unique requirements of your store. Think about chatbots, automated responses, multi-channel assistance, and app integrations.
Check If the Interface is User-Friendly
Both store owners and customers depend on a live chat app's usability and integration. Look for apps that integrate easily into your Shopify store and have a user-friendly interface. A user interface that is well-designed will guarantee a smooth and effective customer service experience.
Evaluate the costs
The price and pricing details of each live chat application will also be a key factor in your choice. Determine which app offers the best value for money by comparing its pricing alternatives. It's crucial to take into account any additional expenses, such as those associated with premium services or higher chat volume.
For example, the Zendesk app is more costly than the others, but it also covers more aspects of customer support work.
Check customer reviews from similar customers
Reading client reviews and ratings, especially from other Shopify store owners, is a great approach to determining how satisfied users are with a given live chat application in general. These evaluations can shed light on the app's functionality, dependability, and ability to improve customer service. To gain a comprehensive grasp of the app, pay special attention to both favorable and negative evaluations.
Robust reporting and analytics
Analytics and reporting are essential for assessing the efficiency and productivity of your customer service operations. Apps with strong reporting and analytics features, such as real-time stats on chat response time, customer satisfaction, and enquiry volume, are what you should look for. You may use these insights to make wise decisions and continuously enhance the quality of your customer service.
Implementing Shopify Live Chat Apps
If you’ve decided which Shopify live chat app you want to implement, follow this process:
Install the App from the Shopify App Store
The initial stage of implementation is installing the preferred live chat app from the Shopify App Store. The app will be implemented into your Shopify store after the quick and uncomplicated installation process is complete.
Adjust the Chat Widget to Your Brand Look
Implementing a live chat app requires modifying the chat widget to match the style and feel of your website. The chat widget on your website can be customized in terms of its appearance, size, and placement, in addition to the chat greeting and automated responses.
Train Your Staff on How to Use the App
To ensure the app is used effectively, customer service or support representatives must receive proper training on how to utilize it. The training should go through subjects including starting conversations, answering client questions, and utilizing the app's capabilities and functionality to improve customer support.
Use the App’s Reporting and Analytics Capabilities
A live chat app's reporting and analytics features are efficient instruments for determining the effectiveness and success of your customer service efforts. Make data-driven decisions using these tools to track important metrics like chat response time, customer happiness, and inquiry volume in order to enhance your customer support experience continuously.
Whether you should have a Shopify live chat app or not should be a no-brainer. The benefits that include increased customer satisfaction followed by sales rise are obvious.
The only question is: Which one to choose?
This article offered you some options and showed you how to choose the right live app for your Shopify store.
Finally, we talked about how to implement your Shopify live app. Now, it’s time to get to work and provide top-notch customer service!