What should you consider when choosing the best Live Chat apps for BigCommerce? Picture this. Your customer services teams are struggling to keep up with helping a huge volume of customers contacting your business, your propensity to call (PTV) rates are going through the roof, and most of your customer-facing staff are having a pretty miserable time of it all. It’s like your people have become passive and defensive, and maybe a little dispirited, when they could be proactive, happier, and be generating more revenue for the business.
This is where Live Chat software comes in. A Live Chat widget can solve so many of the problems facing online store owners, like keeping up with customer demands and prioritising support issues. But with so many disparate live chat features, comparing solutions can be a little tricky.
That’s why we’ve put together some thoughts around your need for a Live Chat widget and a round-up of some of the best Live Chat apps out there, including, humbly, our very own eDesk live chat.
In this article, we’ll look at:
· What is Live Chat software?
· The benefits of Live Chat software for BigCommerce
· Researching your business requirement for a Live Chat solution
· A round-up of the best Live Chat apps for BigCommerce
· Want to get started with Live Chat?
What is Live Chat software?
It’s instant messaging software that includes helpdesk support and analytics functionality that you can use to connect your business and help desk teams directly with your store visitors. Live Chat software can come with lots of features that can help drive customer satisfaction and keep business costs down. Live Chat software can connect with your business’s inventory, customer records systems and order databases.
Businesses tend to use Live Chat software on their eCommerce or Shopify store. Using Live Chat can boost your business, increase customer engagement, make for happy customers, nurture customer satisfaction and customer loyalty. Live Chat support can also drive productivity and foster the empowerment of chat agents.
The benefits of Live Chat software for BigCommerce
It’s important to note from the get-go, when considering Live Chat apps, that there are multiple generic benefits on either side of the ‘chat conversation’.
For example, while the customers are benefitting from, say, improved customer experience and faster response times, the businesses on the other side of the chat are benefitting from help agent role efficiencies and higher productivity with the chat functionality connecting to order details, databases and so on. In our summary of some of the best Live Chat apps below, we haven’t kept repeating these generic common benefits of Live Chat apps every time we look at a different Live Chat solution.
So let’s just do it once now. Before we start our apps round-up. Here are some of the main generic benefits. We showcase five main benefits to the website visitor (customer) and five main benefits to the business. Of course there are other benefits, and some will be benefits specific to your business. These will surface when you consider what Live Chat can do for your business and when we run through the best apps below.
Main benefits of Live Chat to the website visitor
- Easy and instant to use
- Gets quick answers to questions
- Gets issue resolution
- Personalised customer service
- Improves the purchasing experience
Main benefits of Live Chat to the business
- Helps convert browsing prospective customers to buyers
- Nurtures customer satisfaction and loyalty
- Improves efficiency, productivity, and keeps costs down
- Can connect with other teams in your business
- Helps teams prep before customer contact
Main benefits of Live Chat to the website visitor
Website visitors are more demanding these days. Their expectations are higher, too. There are various reasons for this, including being always connected online, the proliferation of devices and apps, and a wider choice of what to purchase.
The majority of customers are savvy, too – they realise that they’re in a powerful position, with so many businesses online competing for their dollar.
Easy and instant to use
Customers want and expect things to happen fast online, especially when buying – or thinking about buying – something. If things are too slow for them, they can get frustrated and go straight to the competition.
A chat widget is a boon for the customer, it satisfies their need for speed. And as the online store owner, you’ll like it too, because frustrated customers don’t often come back.
Get quick answers to questions
Because they’re online and not in a physical shop, where they can pick up and feel something before buying, customers tend to have more questions about a product. And they don’t want to have to send an email and wait for an answer.
Using a Live Chat widget, website visitors can ask a question in seconds directly to chat agents who, in turn, can answer them almost instantly. As the business, you’re getting closer to the potential sale, and you’re satisfying the customer while increasing their propensity to buy and be loyal.
Get issue resolution
Go on, let’s use the word frustrated again. This one, more often than not, involves existing customers who have some kind of problem. For example, they can’t make your product work (often through no fault of yours), so they come back to your online store to resolve an issue. Not fixing an issue can really frustrate customers.
Using a Live Chat widget puts you as a business in a position to help your customer resolve their issue and calm them down. You can satisfy them, and, in turn, they’ll see your brand as helpful and supportive.
Personalised customer service
Everyone loves the human touch. In the context of a customer transaction or communication, a human-to-human conversation or chat makes the customers feel valued and cared for.
With Live Chat, your customer service team can talk directly to the customer by name. The team, thanks to connectivity with systems (if available), can also access the customer order, purchase or chat history then and there during the conversation. Everyone wins, including your brand.
Improves the purchasing experience
This benefit is holistic. With Live Chat in place to help, support and engage customers, you’re with them every step of their customer journey. From the moment they come to your online store to the point when they pay, you’re there if they need you.
Live Chat can be an awesome and compelling addition to your customer retention marketing (CRM) strategy. It’s a great way to increase customer satisfaction.
Main benefits of Live Chat to your business
Helps convert browsers to buyers
This is an obviously rewarding benefit: more incoming revenue. You know what it’s like when you’re shopping. Maybe a query here, a question there. If you can help customers and draw them in closer to purchasing your product, what’s not to like?
Live Chat can dramatically increase the propensity to buy from your web store by converting browsing visitors to purchasers.
Nurtures customer satisfaction and loyalty
If you can be helpful and supportive, in real-time, to your web store or Shopify customers, they will clock your brand as a brand they like to give their hard-earned money to.
Live Chat is a phenomenal CRM solution. It gives you the opportunity and tools to enhance your customer experience. And remember, with the right set-up, you can access what you need to know about a customer from your other systems before or during a chat, making them feel valued and almost guaranteeing they come back to buy again.
Improves efficiency, productivity, and keeps costs down
In this day of the demanding and almost-ever-present customer online, it’s your customer-facing help desk team members who carry the burden. Live Chat is fast. It can give a customer a great experience, and because it’s fast it also helps chat agents respond more quickly to each individual customer. Faster resolutions can help keep costs down.
Live Chat can not only make your teams more efficient and productive, but the resulting work environment can also help with their sense of well-being in their roles as guardians of the customer relationship. So you end up in this wonderful place where your customers and your customer service teams are happy, thanks to Live Chat.
Can connect with other teams in your business
From marketing to customer services, you can connect your different business teams to help with issues and answer queries. As a result, the customer enjoys a focused and personalised customer experience.
Live Chat is the touch point with the customer. You can be chatting with a customer on Live Chat while looking at their order history and buying habits. You’re then able to refer to these with them, recommending them specific products and helping them make a purchasing decision.
Helps teams prep before customer contact
Not only does Live Chat help your teams help customers in an engaging personalised environment, but it also arms your teams with the information they need to drive customer satisfaction and sales.
Here’s an example of this in action. A customer sends a Live Chat message while browsing your web store asking a question about a product. Your help desk agent immediately knows the name of the potential customer and what they’re interested in and is able to prepare a response with access to the information that’s needed before they reply to the customer. It’s a satisfying scenario for both the customer and the help desk agent.
Researching your business requirement for a Live Chat solution
Before we look together at the best Live Chat apps for BigCommerce, it makes sense to take a moment to think about some preparatory research and analysis you can do in your business that might help you glean some insight into what your business requirements are when it comes to using a customisable live chat widget.
No doubt you already have an idea, based on some initial assumptions and opinions, around why and how your business can benefit from using a Live Chat app for BigCommerce. Well, it’s worth digging a bit deeper to make sure when it comes to choosing the best Live Chat software for your web store that you end up with the most cost-effective, efficient and beneficial one for you and your business. They’ll be some surprises, little elephants in the room, hiding behind the sofa or the drapes, that you hadn’t even thought of.
Here’s an example. Your customer service teams seem to be spending a lot of time on the phone with customers telling them about your new product’s specifications. You know, weight, size, length, battery time – and so on. So you want to fix that by using a Live Chat widget on your eCommerce web store. But there will be other hidden benefits that a little research can reveal!
Talk with your customer service agents about the kind of calls they’re getting. Ask them what they think the solutions are to each type of call and what features they think would be really handy to have in your new Live Chat app. They might, for example, say that they’re receiving a lot of calls from people whose first language isn’t English and the majority of those are Spanish speaking. Bingo. Start a list, with the help of your agents, of the kind of live chat features your business would benefit from having on its new Live Chat app. This sort of research is a great way to outline the Live Chat app that might be best for your business. Then it’s just a question of seeing what’s available that fits your criteria.
Now let’s look at some of the top Live Chat apps.
Top 7 Help desk apps for BigCommerce
A round-up of best live chat apps for BigCommerce
Note: our selection in this summary doesn’t include free live chat apps. We’ve only included Live Chat apps that have an annual or monthly fee. We give some of the basic prices too.
eDesk Live Chat
An eCommerce solution provider.
Key products
- Smart inbox
- Live Chat has a self-serve option
- Voice
SOME Key features and benefits
- Smart inbox centralises all incoming messages by ticket type, SLA, pre-sale
- Connects to 250-plus sales, support and logistics channels
- Facebook, Instagram, Twitter integration
- Full onboarding service
- AI-powered automations (more than 10 rules and functions)
- Voice solution through Aircall
- Automatic feedback request tool
- CSAT ratings
- Feedback and reviews add-on for Amazon, eBay, Trustpilot and Google
Also worth noting…
This solution doesn’t include field service management or a chatbot.
Pricing
There are three ticket-based options and three agent-based options – all of which include access to the eDesk suite of customer support automation tools
Essentials (ticket-based)
- $69 a month based on a yearly contract or $59 a month on a monthly contract
Growth (ticket-based)
- $229 a month based on a yearly contract or $199 a month on a monthly contract
Scale (ticket-based)
- $289 a month based on a yearly contract or $249 a month on a monthly contract
Team (agent-based)
- $89 a month based on a yearly contract or $69 a month on a monthly contract
Pro (agent-based)
- $119 a month based on a yearly contract or $89 a month on a monthly contract
Enterprise
- Customisation options available – content eDesk
Replyco live chat
What it does
eCommerce helpdesk software provider.
Key products
- Centralised eCommerce
- Live Chat
- Email automation
- Team collaboration
- Performance reporting
Some Key features and benefits
- Unlimited users, unlimited tickets, unlimited integrations, all in one place
- Affordable prices
- Unified inbox
- Email automation
- Live Chat
- Native integration with marketplaces, Shopify, Facebook and more
- Amazon Feedback Request, eBay Feedback Alert
Also worth noting…
This solution doesn’t include Smart inbox functionality, AI-powered automation, or a voice channel. Only Amazon, eBay and Etsy.
Pricing
There are four ticket-based only options:
Option 1
- $50 a month based on a yearly contract or $60 a month on a monthly contract
- All users, tickets, integrations, automation
Option 2
- $108 a month based on a yearly contract or $120 a month on a monthly contract
- Chat, Amazon and Facebook, advanced reporting, collision
Option 3
- $270 a month based on a yearly contract or $300 a month on a monthly contract
- Customisable chat, custom fields, dashboard customisation
Option 4
- Custom: enterprise-grade features include API Access, dedicated server, custom development and historical data import capability
Freshdesk Live Chat
Omnichannel customer support solutions provider with AI functionalities.
Key products
- Omnichannel suite
- Support desk
- Contact center
- Customer success
Some key features and benefits
- Unified inbox (SMS via integration)
- AI-powered ticketing
- Built-in telephone functions
- AI chatbot connected to KB
- SLA management
- 300+ integrations
- Field service management
- Co-browsing and screen-sharing functionality
Also worth noting…
This solution doesn’t include a Smart inbox, native auto-translation (provided by a third party), review and feedback capabilities or ticket-based pricing. All marketplace integrations are third-party.
Pricing
There are three agent-based helpdesk options and three omnichannel options.
Helpdesk-only Growth
- $15
- SLA, integrations, automation, collision and more
Helpdesk-only Pro
- $49
- Round-robin, CSAT, multilingual knowledge base and more
Helpdesk-only Enterprise
- $69
- 5,000 bot sessions, skill-based routing, KB approval workflow, agent shift, auto-triage, assist bot, article suggester, canned response suggester and more
Omnichannel Growth
- $29 a month based on a yearly contract or $35 a month on a monthly contract
Omnichannel Pro
- $59 a month based on a yearly contract or $71 a month on a monthly contract
- SLA, integrations, automation, collision, time tracking and more
Omnichannel Enterprise
- $99 a month based on a yearly contract or $119 a month on a monthly contract
- Round-robin, multiple SLA, CSAT, multilingual KB, advanced reports
Related Reading:
Best Freshdesk Alternatives
Jivochat
A business messenger solution.
Key products
- Email/Inbox
- Live Chat
- SMS
- Voice
- Social Media
Some key features and benefits
- API set-up
- Chatbot
- Agent monitoring functionality
- Built-in voice solution
- Call back
- Compatible with WhatsApp and Apple Business Chat
- Video calls
Also Worth noting…
Lack of help desk tools.
Pricing
There is a professional version with a per agent fee.
Professional
$19 per agent per month if billed annually.
Zendesk Support Live Chat
Omnichannel customer support solutions provider with AI functionalities.
Key products
- Omnichannel suite
- Support desk
- Contact center
- Customer success
Some key features and benefits
- Unified inbox (SMS via integration)
- Built-in voice solution
- AI-powered automation
- 1,000-plus marketplace apps and integrations
- Help center KB with multi-lingual functionality
- Self-service customer portal
- SLA management
Also worth noting…
This solution doesn’t include a Smart inbox, review and feedback capabilities or ticket-based pricing. All marketplace integrations are third party.
Pricing
There are three agent-based helpdesk options and three omnichannel options.
Helpdesk-only Team
- $19 a month based on a yearly contract or $25 a month on a monthly contract
Helpdesk-only Professional
- $49 a month based on a yearly contract or $59 a month on a monthly contract
Helpdesk-only Enterprise
- $99 a month based on a yearly contract or $125 a month on a monthly contract
Omnichannel Team
- $49 a month based on a yearly contract or $59 a month on a monthly contract
- Unified inbox, KB, up to 50 AI-autoresponders
Omnichannel Growth
- $79 a month based on a yearly contract or $99 a month on a monthly contract
- Team features, up to 100 AI-autoresponders, self-service customer portal, AI-powered knowledge management, customisable ticket layouts, up to 50 light access licenses, SLA management, multilingual support and content
Omnichannel Professional
- $99 a month based on a yearly contract or $125 a month on a monthly contract
- Growth features, up to 500 AI-autoresponders, custom reporting, up to 100 light access licenses, conversation routing based on agent skill, integrated community forums, private conversation threads, customisable and shareable dashboards, advanced voice capabilities, data location options, HIPAA compliance
Dixa Live Chat
Omnichannel customer support solutions platform with advanced automation.
Key products
- Channels
- Live Chat
- Chatbot
- Quality assurance
- Knowledge base
- Intelligent routing
Some key features and benefits
- Unified inbox (SMS via integration)
- 48 integrations
- Intelligent routing
- AI-powered KB
- Personalised interactions (custom cards)
- Live Chat integrated with KB
- Chatbot with on-demand self-service FAQs
- Voice solution (IVR and advanced features)
- Language detection and routing
- CSAT (in higher plan)
Also worth noting…
This solution doesn’t include Smart inbox, auto-translation capabilities, automated review capabilities, or self-service activation. Only Shopify, Magento and WooCommerce.
Pricing
There are two agent-based options.
re:amaze Live Chat
Omnichannel customer support solutions provider.
Key products
- Inbox
- Live Chat
- Chatbots
- Push campaigns
- Live
- FAQ
- Status page
Some key features and benefits
- Unified inbox (SMS and voice via integration)
- Full access to Shopify API data
- 41 integrations
- Live Chat, with chatbot, video calls and integrated with re:amaze FAQ
- FAQ as a service (connected to inbox and chat)
- Live: real-time customer monitoring, activity tracking and live messaging
- Department and staff management functionality (re shifts and holidays)
- CSAT (in higher plan)
Also worth noting…
This solution doesn’t include a Smart inbox, auto-translation capabilities, review and feedback capabilities. Automation is limited to auto responders. Shopify, WooCommerce and BigCommerce only.
Pricing
There are three agent-based options and a starter option
Basic
- $29
- Inbox, chat, chatbot, FAQ, auto-responses, basic reporting
Pro
- $49
- Basic plan features, live, voice and SMS, advanced reporting
Plus
- $69
- Pro plan features, in-chat video calls, live screen sharing, group and role customisation
Starter
- $59
- Basic plan features, 500 tickets (unlimited users)
There are of course other live chat apps on the market, however, this is our round-up of six of the best!
Want to get started with eDesk Live Chat?
Why wait. Get started today and see how you can increase sales and customer satisfaction with Live Chat.
