Once a nice-to-have, live chat has evolved into a certified conversion machine – and in 2025’s competitive eCommerce world, it’s becoming one of the smartest ways to increase sales, boost loyalty, and stand out from the competition.
As well as answering questions faster, the right live chat tool can proactively engage those cautious or hesitant shoppers. It can personalize the buying experience too, and it can help you close more deals in real time. In other words, when done right, live chat can lift conversion rates, lower cart abandonment, and dramatically increase your average order value (or AOV). What’s not to love?
That said, not all live chat software is built for eCommerce, and not all software suits all sellers. So, in this guide, we’ll break it all down, including:
- Why does eCommerce live chat matter more than ever in 2025?
- What should you look for when choosing a live chat solution for eCommerce?
- How do the best live chat apps for Shopify, BigCommerce, and beyond compare?
- Why is eDesk’s live chat the smartest choice for serious eCommerce sellers right now?
Why eCommerce live chat matters for your store
You don’t need us to tell you that today’s customers expect fast answers. And if they don’t get them, they bounce.
According to research from eDigital, 79% of consumers prefer live chat because it gives them instant answers – far faster than email or phone support. And in a Forrester study, 44% of online shoppers said getting their questions answered live during checkout is one of the most important features a website can offer.
When you add those numbers together, the message is loud and clear: to boost conversions, reduce cart abandonment, and win customer trust, you need eCommerce live chat.
Here’s how live chat transforms eCommerce sales:
- It reduces cart abandonment.
Shoppers often leave at the checkout stage because of small uncertainties. Live chat lets you swoop in and clear up doubts before they become lost sales.
- It boosts conversation rates.
Live chat is one of the few tools proven to lift conversions – especially when paired with proactive messaging.
- It drives bigger basket sizes.
Real-time sales support can encourage upsells (“Would you like to add X for 20% off?”) and bundles, pushing up your Average Order Value.
- It strengthens customer loyalty.
Fast, helpful support builds trust. That trust drives repeat purchases.
- It captures more leads.
Even when shoppers aren’t ready to buy, live chat gives you a way to capture emails and continue the conversation later.
In other words, live chat is a conversion engine, a retention tool, and a customer engagement platform, all rolled into one – as long as you get it right.
But maybe you’re wondering which platforms actually deliver what today’s eCommerce sellers need. So, next, let’s break down the top contenders.
Showdown time: Here are the best live chat software for eCommerce stores in 2025
Because you’re busy enough, we’ve done the legwork for you. We’ve compared some of the leading options for eCommerce live chat, focusing on features, ease of use, integrations, and value for money.
Here’s how the top contenders stack up:
eDesk Live Chat
Best for: eCommerce-focused businesses who want smarter, faster sales support
eDesk’s eCommerce live chat is built by people who live and breathe online selling. It pulls in full order data automatically, so agents can answer questions like “Where’s my order?” or “Will this fit?” without digging through multiple systems. Smart AI automations, proactive chat features, and instant routing all help boost live chat conversion rates, not just handle complaints.
It slots seamlessly into Amazon, eBay, Shopify, BigCommerce, and more, while keeping the setup simple enough for busy teams to master quickly. If you want a live chat platform that actually feels like it was designed for modern eCommerce – not retrofitted for it – this is it.
Learn about eDesk’s multi-channel eCommerce support
Tidio
Best for: Small stores needing simple, fast live chat
Tidio is great if you’re a small to medium outfit that needs to get your live chat up and running fast. Its chatbot builder is simple but effective, and it integrates easily with platforms like Shopify and BigCommerce. You’ll get basic live chat and pop-up at an affordable price point.
Just be aware: if you need deep eCommerce insights, advanced sales features, or true real-time order data, you’ll need third-party plugins or a bigger upgrade down the line.
Gorgias
Best for: Shopify brands looking to scale
Gorgias was made for direct-to-consumer brands, particularly those scaling fast on Shopify. It offers strong Shopify integration, including the ability to manage orders directly within live chat conversations. Their automations can save time on repetitive questions, making life easier for customer support teams.
However, Gorgias is very Shopify-centric, and if you’re selling across multiple channels or marketplaces, or not growing rapidly, it can get expensive for what you get.
LiveChat
Best for: Brands seeking a decent all-round customer service
LiveChat is one of the more established players on the market, and it shows. It offers a mature platform with third-party integrations, so it can be a flexible choice for brands that want to combine customer service and sales under one roof. The reporting tools are strong too, giving insight into performance.
That said, it’s not purpose-built for eCommerce, so without careful customization it can feel a little generic, which can be frustrating.
Intercom
Best for: Big teams managing complex sales and support
Is your store part of a bigger ecosystem? Are you managing complex customer journeys? In such cases, Intercom may bring serious firepower. It has vast automation capabilities, smart segmentation tools, and sophisticated messaging options that can personalize interactions at scale. It’s a potential solution for big teams and enterprise-level operations that blend eCommerce with SaaS or subscription models.
Just be ready for a steep learning curve and premium pricing, because it’s powerful, but it’s definitely not plug-and-play.
Which eCommerce live chat fits your brand?
No two eCommerce live chat solutions are created equal, so if you’re choosing the best live chat apps for Shopify or the best live chat for BigCommerce, you’ll want to think about your brand while asking yourself some key questions:
Does the live chat offer real-time sales support?
When you’re selling online, timing is everything. As well as answering questions, the best eCommerce live chat tools easily show you history, suggest products, and guide customers to checkout faster. Look for a solution that equips your team to act like expert sales assistants, not just reactive support agents.
Are there conversational marketing features built in?
A great live chat tool knows when to start the conversation. Features like proactive chat prompts, personalized offers, and intelligent nudges during key buyer moments can massively boost conversion rates. When done well, proactive live chat is never pushy, rather, it shows up at precisely the right time.
Can live chat automation save time without losing the human touch?
Not every customer interaction needs a human right away. Smart live chat automation can handle common questions, route chats to the right team member, and trigger personalized messages based on the customer’s behavior. The best tools automate the basics, so your agents can focus on high-value conversations that materially drive sales.
Is there an AI chatbot for handling FAQs and scaling support?
AI chatbots for live chat are a game-changer for busy eCommerce stores. They can instantly answer FAQs, recommend products, and even help troubleshoot order issues – freeing up your human agents for complex or sensitive queries. If the chatbot learns from past interactions to get even smarter over time, even better.
Does the live chat integrate seamlessly with your eCommerce store?
The best eCommerce live chat solutions plug directly into your store’s customer, order, and product data. That way, agents (or AI bots) can personalize conversations, track orders instantly, and recommend the right products without needing to ask customers for basic info.
How eDesk eCommerce live chat sells more
If you’re here, you already know that running an eCommerce store in 2025 isn’t for the faint-hearted.
Margins are tighter. Customer expectations are higher. Competition never sleeps.
When live chat is done right, it’s one of the most powerful tools you have to turn browsers into buyers – and buyers into lifelong fans.
Our leading experts purpose-built eDesk’s eCommerce live chat for online sellers who want faster sales, happier customers, and a better bottom line.
- It connects directly with your order, shipping, and product data, so you can solve customer questions in seconds.
- It gives your team the power to jump into conversations at the perfect moment, closing more sales before customers click away.
- It’s packed with smart automations that save you time and scale your support as you grow.
- And it’s easy for real-world teams to set up, use, and adapt—without needing an IT degree.
Ready to turn conversations into conversions?
Today’s customers expect more than just a chat window.
Today’s customers want fast answers, personalized help, and a sense that you’re ready to meet them where they are – regardless of whether they’re browsing, buying, or waiting for a delivery.
With eDesk’s live chat, your team can jump in at exactly the right moment, close more sales, and build loyalty that lasts.
Start your free trial today to see how eDesk’s eCommerce live chat turns conversations into loyal customers…and loyal customers into long-term growth.
