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Best Shopify Live Chat Apps in 2021

Live chat can be a gamechanger for your Shopify store.

Engaging and providing support to your customers in real-time can be instrumental in improving the customer experience, driving sales, and boosting customer retention.

And the stats show that customers who message you via live chat have higher conversion rates, average order values, and LTVs

But a search for a live chat app for your store can be tricky. With more than 500 listings on the Shopify app store alone.  

So we’re going to help you by breaking down the 17 best Shopify live chat apps with their top pros and cons.

And by the end of this article you'll be able to pick the perfect live chat solution for your business.

Let’s get into it!





Looking for the best Shopify apps to grow your store? Here are the 16 best live chat apps you should use, free or paid, based on hundreds of recommendations.
DelightChat - Customer Service App for Shopify

DelightChat - Customer Service App for Shopify

by
Saasberry Apps, Inc.
No reviews
5
(
12
)
Free (with paid plans starting at $99/month and a ton of features)
Key features of the app:

DelightChat is ecommerce customer support software built for SME brands that enables them to deliver out-of-the-box customer service. It’s designed with a conversation-first approach that enables you to manage your store’s support & painlessly resolve customer queries - all from a single screen. 

Pros:

  • DelightChat enables you to respond to customer queries & collaborate with your team, all from a single screen.
  • It integrates with live chat, email, Facebook (comments), WhatsApp & Instagram so that you can track & resolve queries from different channels effortlessly.
  • DelightChat offers great value for money being significantly cheaper than the other options on this list. 
  • DelightChat has powerful automation and self-serve features that’ll resolve repetitive queries. Allowing your team to focus on other tasks. 
  • Most importantly, you can collaborate with your team right within the app itself. There is no need to toggle between tabs, which leads to a loss in productivity & loss of work hours. 

Cons:

  • For now, DelightChat only integrates with Shopify that allows it to access your Shopify admin dashboard data. However, it will soon be available for others with other ecommerce platforms like BigCommerce, WooCommerce & Magento. 
  • DelightChat is a relatively newer player in the market. 
  • DelightChat has conversation-based pricing. So it may not be the right fit if you prefer software with a per-user pricing model.
Tidio Live Chat

Tidio Live Chat

by
Tidio Ltd
No reviews
4.7
(
999
)
Free
Key features of the app:

Tidio is a great customer service tool to help ecommerce companies have better conversations with their customers. You can use Tidio to connect with your customers and solve their queries in a timely and efficient manner. It’s equipped with the features to help your agents manage customer support better.

Pros:

  • Tidio enables you & your team to monitor conversations from live chat, messenger, and emails from one screen.
  • Tidio’s live chat allows you to connect with visitors in real-time through customizable widgets.
  • You can also automate the most frequently asked questions by your customers helping your agents save time.
  • Tidio has integrations with most top business software that you’ll be using in your daily workflow. 

Cons:

  • Tidio is not a tool keeping ONLY ecommerce store owners in mind. This means your specific set of requirements can’t be met by using this tool.
  • You can’t manage customer conversations from Whatsapp, Instagram, and Twitter using Tidio. 
  • You can’t view messages from multiple properties on one Tidio tab, this could be extremely inconvenient if you’re managing multiple ecommerce stores. 
  • Tidio’s ‘Communicator plan’ starts from $18/month but with an additional fee required for every additional user, this could work out to be quite expensive.
tawk.to Live Chat

tawk.to Live Chat

by
tawk.to
No reviews
4.4
(
211
)
Free
Key features of the app:

Tawk.to is a Shopify live chat app that lets you monitor and chat with visitors on your website or from a free customizable page. It is an ecommerce support tool that lets you monitor and chat with the visitors on your website, respond to support tickets, and create a help center to empower customers to help themselves. 

Pros:

  • With tools like Live Chat, Ticketing, a Knowledge Base, and video & voice add-ons, you have what you need to be there for customers when and where they need you most.
  • You can tag and assign conversations to members of your team and ensure the right person is responding at the right time. This means your agents can not only collaborate but also respond to queries with more context.
  • You can create knowledge bases for both your team as well as customers. This empowers your agents to perform better and allows customers to resolve their queries independently without talking to an agent. 
  • The price is probably the most attractive part of Tawk.to. You have all the basic features that this customer support tool offers for free. 


Cons:

  • Tawk.to isn’t built for ecommerce. This is a big disadvantage since ecommerce store owners have a specific set of requirements that can’t be met using this tool.
  • Their interface isn’t exactly attractive nor straightforward to use. 
  • There have been many reports of issues with notifications not showing up. This could result in messages getting missed and responses delayed, which is the last thing your customers want.  
  • While the tool may be free, the features you get are quite limited and you'll need to purchase add-ons for multiple features including removing their company branding. 
Facebook Messenger Marketing

Facebook Messenger Marketing

by
ShopMessage
No reviews
4.6
(
128
)
Starts at $9/month
Key features of the app:

Facebook Messenger Marketing by ShopMessage is a conversational marketing platform that drives sales for Shopify and Shopify Plus merchants using Facebook Messenger.

Pros:

  • It’s quick to install and fairly straightforward to understand. 
  • Automatically send targeted, personalized Facebook Messenger messages to your store visitors.
  • You can use it to quickly grow your Messenger list with one-click subscriptions.
  • Drive sales with abandoned cart, browse abandon, welcome series, upsells, shipping notifications, custom Messenger menus, and campaigns.

Cons:

  • Some reviews suggest issues with the working of the app itself and difficulty in sending messages to customers. 
  • Similar to the above point, their support and responsiveness have been brought up in their negative reviews. 
  • There are only a few integrations available. So you may not be able to connect it with your existing tech stack.
Facebook Chat Box ‑ Live Chat

Facebook Chat Box ‑ Live Chat

by
Autoketing
No reviews
4.6
(
468
)
Free
Key features of the app:

Facebook Chat Box by Autoketing is a live chat solution you can use to connect to all your customers through the Facebook messaging platform. 

Pros:

  • Allow customers to send messages to your Facebook page through Messenger.
  • Encourage customers to proactively send messages to you and create more online conversations.
  • Show a popup with a discount code to stimulate your customers to subscribe.


Cons:

  • Reviews speak of issues with the popup not showing or functioning at all.  
  • Some even suggest that their entire website fails to load when connected to the app. 
  • There is limited customization available. 
Reamaze Live Chat & Helpdesk

Reamaze Live Chat & Helpdesk

by
Reamaze
No reviews
4.9
(
139
)
Starts at $20/month
Key features of the app:

Reamaze is another great Shopify customer service app for ecommerce brands. It’s said to be the closest competitor to players like DelightChat, Gorgias, and Richpanel. It helps your team resolve customer queries seamlessly. The live chat from Reamaze is one of its main features.

Pros:

  • Reamaze is known for its live chat feature owing to its customizable chat experience and instant ‘check order status’ bot. It also boasts other functionalities like FAQ-search, status page (you’ll know if your order’s delayed), pre-built bots, and more. 
  • Their chatbot feature, Cues, can help you trigger messages based on URL/UTM, time on site, Shopify activities, etc. This equips you to personalize your customer’s experience at a deeper level. 
  • You can see the users that are currently interacting with your site through their live dashboard. Armed with this, you can try and send a personalized message to generate a sale or simply help them better. 
  • It’s also one of those tools that integrate with most ecommerce platforms like Shopify, BigCommerce, WordPress, Magento, and the likes. It’s also good with GDPR compliance that gives you peace of mind while selling in the European market. 

Cons:

  • The collaboration functionality within Reamaze isn’t exactly user-friendly. To manage customer service seamlessly, you might need to collaborate on a completely different tool like Slack or WhatsApp by sharing screenshots from Reamaze.
  • Reamaze charges on a “per user, per month” model. This can turn out to be expensive when your support tickets grow, and you’d need to add more reps to the team.
  • It’s more geared towards resolving tickets than having a conversation with a customer and building a relationship. 
JivoChat Live Chat

JivoChat Live Chat

by
JivoChat
No reviews
4.4
(
95
)
Free
Key features of the app:

JivoChat is an all-in-one business messenger that teams use to talk to customers everywhere: live chat, phone, email, and social. Their features aim to boost your support team’s efficiency and communication opportunities.

Pros:

  • View who’s visiting, which webpages they are viewing, and which domain they are coming from.
  • You can score your chat service quality and use their analytics to identify areas you can improve on.
  • See the messages that visitors are typing even before they hit “send.”
  • Transfer and invite colleagues to participate in open support chats with customers.


Cons:

  • Many of the key features aren’t available in their free plan. 
  • Their per agent pricing model could work out quite expensive if you have multiple agents managing support.
  • It doesn't support rules and automation. 
  • There have been reviews suggesting that it can be hard to get support to look into and resolve your issues.  
Easy Messenger ‑ Live Chat

Easy Messenger ‑ Live Chat

by
NexusMedia OÜ
No reviews
4.6
(
80
)
Free
Key features of the app:

Easy Messenger allows you to provide real-time support via Live Chat based on Facebook Messenger.

Pros:

  • It's easy to install and straightforward to use. 
  • You can customize the widget appearance. 
  • It has a free plan. 


Cons:

  • It's a very basic, barebones solution. 
  • The app may not always work perfectly on mobile. 
  • There are some issues reported with notifications showing up, which defeats the purpose of a live chat. 
Formilla Live Chat

Formilla Live Chat

by
Formilla.com
No reviews
5
(
39
)
Starts at $34.99/month
Key features of the app:

Formilla Live Chat Software offers free live chat and premium services for your Shopify store. It allows your visitors to chat with you live if they have any questions or need support on your website.

Pros:

  • View your website traffic in real-time, and what country and region your visitors are located in. 
  • You can see which web pages they’ve visited, how long they’ve been on your site, and what browser and operating system they’re using.
  • You can create Custom Chat Bots that work 24x7 to automatically qualify leads, book meetings, and handle common requests. 


Cons:

  • While it is reasonably priced, most of their main features are available at higher plans. 
  • It doesn’t have powerful automation features. 
  • There are only a few integrations available. So you may not be able to connect it with your existing tech stack. 
Live Chat, ChatBot, Cart Saver

Live Chat, ChatBot, Cart Saver

by
Roger Wilco LLC
No reviews
4.9
(
515
)
Free
Key features of the app:

Chatra is a live chat messenger app to help increase online sales. You can add their live chat to your website and talk with your website visitors in real-time. Or use the messenger mode and reply to messages at your own pace.

Pros:

  • Chatra allows you to see shopper's cart contents which can help you identify your most valuable customers and provide tailored assistance.
  • You can see who’s on your website and monitor visitors currently browsing your website with a real-time list.
  • You can set up bots to initiate conversations when certain criteria are met or collect information outside your business hours. 
  • See what customers type before they hit "send". Which allows you to save time on preparing an answer and boost FRTs.


Cons:

  • Many of the key features aren’t available in their free plan. 
  • Their per agent pricing model could work out quite expensive if you have multiple agents managing support.
  • The amount of customization possible is fairly limited.
  • There have been reviews suggesting that the notifications don’t show up in time, which defeats the purpose of a live chat.  
Gorgias ‑ Live Chat & Helpdesk

Gorgias ‑ Live Chat & Helpdesk

by
Gorgias
No reviews
4.8
(
401
)
Starts at $60/month
Key features of the app:

Gorgias is a customer service help desk designed for ecommerce stores. They integrate with Shopify, BigCommerce & WooCommerce. They have a great integration with Shopify that helps support agents to deliver great customer support seamlessly. 

Pros:

  • Gorgias has deep integration with Shopify that enables you to pull customer data right into the dashboard. Additionally, it also helps in modifying an order, initiating refunds, and a range of things that you otherwise need to visit the Shopify admin dashboard to execute. 
  • You can use custom tags and use them to tag conversations for future reference in Gorgias. 
  • Gorgias integrates with most of the channels where you can receive a support query like email, Facebook, Instagram, etc.
  • You can create highly customized Macros to automate replies to frequently asked questions. 
  • Finally, they have intent-detection, which enables you to detect customer intents like shipping, refund, exchange, and many others. You can then set up automatic replies or route the tickets with tags.

Cons:

  • Gorgias is not very simple to use. There’s a steep learning curve to draw value out of the product properly.
  • It’s extremely expensive. The plan with all the features costs $750/month with a cap of 6000 tickets/month.
  • Collaboration is not particularly easy on Gorgias. It’s difficult to hand over a conversation to a different support rep or ask someone for help when you need it. You might end up using another internal chat tool to collaborate within your team. 
  • While this is more down to personal preference, a lot of customers say that Gorgias is more of a ticketing system than a conversation tool. In 2021, store owners love to converse with their customers as opposed to treating them like lifeless tickets. 
Richpanel Customer Support CRM

Richpanel Customer Support CRM

by
Richpanel
No reviews
5
(
23
)
Free
Key features of the app:

Richpanel is an ecommerce customer service tool that helps businesses manage their Shopify customer support seamlessly. With Richpanel, you can easily track, manage & resolve queries in no time. You can manage all your support channels, viz., live chat, email, WhatsApp, Facebook & Instagram. This saves a lot of time & helps the support reps be more productive. 

Pros:

  • Richpanel saves you countless hours by bringing the most used support channels onto one dashboard. This includes live chat, email, Facebook, Instagram & WhatsApp. 
  • You can eliminate up to 30% of repetitive support requests with its self-service feature. It offers a personalized experience where customers can view/track orders, peruse FAQs, and start a new conversation too.
  • It integrates with top ecommerce platforms like Shopify, Magento & WooCommerce.
  • In Richpanel, you can create self-service workflows to resolve the most commonly occurring scenarios for your support.

Cons:

  • According to a lot of customers, Richpanel can be quite difficult to navigate. To put it simply, it’s not exactly intuitive. 
  • Their pricing starts at $249/mo for just 1000 customer conversations and can work out to be quite pricey.
  • Richpanel isn’t built for seamless collaboration with your team. You might still have to use an additional tool to collaborate with your teammates for day-to-day activities. 
  • Richpanel caps the number of orders you can process on the platform. In their lowest plan, you can process a maximum of 1000 orders per month.
eDesk: Live Chat & AI Helpdesk

eDesk: Live Chat & AI Helpdesk

by
xSellco
No reviews
4.9
(
20
)
From $79/month. 14-day free trial.
Key features of the app:

eDesk is a leading eCommerce helpdesk used by thousands of major retailers worldwide. It empowers your support team to provide a positive experience for customers across all of your company’s channels: email, live chat, social media, and website.

Pros:

  • You can customize the widget to match your brand colors. 
  • The auto-response feature is perfect for those busy weekends and holiday periods, meaning you can maintain speedy responses without ever becoming overwhelmed.
  • They have a feedback tool that allows customers to leave you a review after their experience.


Cons:

  • Their pricing plans start at $79/agent/month which is quite expensive for most ecommerce stores. 
  • Their interface is not particularly intuitive compared and can be hard to figure out. 
  • There have been reviews suggesting that it can be hard to get support to look into and resolve your issues.  
HelpCenter

HelpCenter

by
Vertex LV
No reviews
4.8
(
1124
)
Free to install
Key features of the app:

HelpCenter is a user-friendly customer service App for e-commerce, aimed at making interactions with customers more effective. It has four marquee solutions to help you manage your support - FAQ builder, HelpDesk ticketing, Live Chat & Tabs. 

Pros:

  • Besides a live chat, it has others features that'll help you manage support making it a good all-in-one solution. 
  • You can support your customers even after office hours by having them fill out a contact form. 
  • You can manage multiple stores from one account.


Cons:

  • While it does have a free plan, most of its main features are available at higher plans. 
  • Reviews suggest that the app is not the most stable. 
  • It can be hard getting in touch with support and getting your queries resolved/refund processed. 
POWR Facebook Chat

POWR Facebook Chat

by
POWR.io
No reviews
4.5
(
132
)
Free plan available
Key features of the app:

POWR Facebook Chat allows you to easily provide live customer support through Facebook Messenger chat straight from your Shopify store.

Pros:

  • Connect to any Facebook Page from your website and live chat through Facebook Messenger chat.
  • The Chat plugin is mobile responsive and designed to function perfectly on any device. 
  • You can personalize it with custom images, background, colors, and font. 


Cons:

  • The feature set is fairly limited for a live chat app. 
  • The support isn't always very prompt. 
  • It can be hard to get a refund and remove the code from your website if you choose to stop using the app. 
WhatsApp Chat Button & More

WhatsApp Chat Button & More

by
Getbutton.io
No reviews
4.5
(
158
)
Free
Key features of the app:

The Chat button widget by GetButton.io (formerly WhatsHelp widget) takes website visitors directly to the messaging app such as Facebook Messenger or WhatsApp and allows them to initiate a conversation with you.

Pros:

  • Supports Facebook Messenger, WhatsApp, Viber, Snapchat, Line, Telegram.
  • It's quick to install and you can customize it according to your brand style. 
  • Works on desktops, tablets, and mobile devices.


Cons:

  • It's an extremely basic and barebones solution. 
  • It does have a free version but most features you need will come with an additional fee. 
  • Reviews suggest it can slow down the overall performance of the website.
Facebook Messenger ‑ Live Chat

Facebook Messenger ‑ Live Chat

by
Omega
No reviews
4.6
(
175
)
Free
Key features of the app:

Facebook Message by Omega is a powerful all-in-one customer support software used by small and medium-sized businesses. Installation is fast and easy and doesn't require any coding skills. 

Pros:

  • Connect to your Facebook page and live chat through Facebook messages.
  • You can schedule business hours to Enable/Disable Live Chat.
  • Save the history of conversations with your customers and you have a full overview of interactions on one page.


Cons:

  • Many reviews suggest that the chat function doesn’t work. 
  • It isn’t the most professional-looking widget. 
  • The support is slow which means it may take a long time for them to look into and resolve your issues. 

We know that choosing the right app can be daunting. These are the best apps we found during our research, and we honestly hope one of them is the right one for your store.

If you think there's an excellent app worthy of this list, drop an email to our team at marketing@delight(dot)chat. Until then, happy growing!

Looking for an affordable Shopify helpdesk that automates repetitive queries?

Try DelightChat, the omnichannel helpdesk that lets you manage support across channels from one screen while helping you save 10+ hours every week through automations.