Independently tested ranking
Best Live Chat Software for Ecommerce in 2026
10 live chat tools for online stores compared on order data in chat, AI agents, social DM support, Shopify and WooCommerce integrations, and real cost.
- Tools compared
- 10
- With a free plan
- 5 of 10
- Median entry price
- $37/mo
- Average rating
- 4.5
On this page
What is the best live chat software for ecommerce?
The best live chat software for ecommerce in 2026 is Tidio for small Shopify and WooCommerce stores, Gorgias for Shopify brands that want chat inside a help desk with order edits, LiveChat for sales-focused chat teams, Zendesk for large multichannel retailers and Manychat for selling through Instagram and WhatsApp DMs. Tidio has a free plan and paid plans from $29/mo, while Gorgias starts at $60/mo for 300 tickets.
Our top picks
Best overall
Tidio
Live chat, a cart-recovery bot and the Lyro AI agent in one easy tool, with a free plan and Shopify order actions in chat.
Paid plans from $29/mo
See why we picked itBest for Shopify brands
Gorgias
Chat sits inside an ecommerce help desk, so agents can refund, cancel or edit Shopify orders mid-conversation.
Paid plans from $60/mo (300 tickets)
See why we picked itBest free option
tawk.to
Free live chat with unlimited agents and chats, plus ticketing and a knowledge base.
Paid plans from Free (paid add-ons)
See why we picked itKey takeaways
- Order data in chat matters most for stores. Tidio, Gorgias, Re:amaze and Smartsupp show order details next to the conversation, and Gorgias lets agents refund, cancel or edit Shopify orders without leaving it.
- Free live chat for ecommerce is real: tawk.to is free with unlimited agents, and Tidio, Smartsupp, Crisp and Manychat all have free plans with limits.
- Watch the pricing model. Tidio scales with conversations, Gorgias with tickets, LiveChat, Zendesk and Re:amaze with agents, Crisp per workspace and Manychat with contacts.
- AI agents are often billed on top. Intercom's Fin costs $0.99 per resolution, Gorgias bills its AI Agent per interaction, and Tidio's Lyro is a separate charge.
- If your shoppers find you on Instagram, a website widget is not enough. Manychat handles comment-to-DM and WhatsApp automation that most chat tools do not.
What is live chat software?
Live chat software for ecommerce is a tool that lets online stores talk to shoppers in real time through a website chat widget and, often, social channels, with order data and automation built in. It answers pre-sale questions about products, sizing and shipping, and post-sale questions about orders and returns, while the shopper is still on your site.
For a store, ecommerce live chat needs to do more than send messages. It should pull in Shopify or WooCommerce order details so agents answer "where is my order?" in seconds, run an AI chatbot or agent that covers nights and weekends, recover abandoned carts with proactive messages, and bring Instagram, Messenger and WhatsApp DMs into the same inbox. The best tools also show which chats led to sales.
Best live chat software compared
| # | Tool | Best for | Free plan | Paid plans from | Our rating |
|---|---|---|---|---|---|
| 1 | Tidio |
Shopify and WooCommerce stores | Yes (limited conversations) | $29/mo | ★4.7 |
| 2 | Gorgias |
Shopify help desk with chat | No (free trial) | $60/mo (300 tickets) | ★4.6 |
| 3 |  LiveChat |
Sales-focused chat teams | No (14-day trial) | Per agent | ★4.5 |
| 4 |  Zendesk |
Large multichannel retailers | No (14-day trial) | $55/agent/mo annual | ★4.3 |
| 5 | Re:amaze | Chat plus helpdesk for SMB stores | No (free trial) | Per user | Not yet reviewed |
| 6 |  Manychat |
Social DM selling | Yes (up to 1,000 contacts) | From $15/mo | ★4.6 |
| 7 | Smartsupp | European ecommerce shops | Yes (limited) | Paid tiers vary by region | Not yet reviewed |
| 8 | tawk.to | Free chat for new stores | Yes (free forever) | Free (paid add-ons) | Not yet reviewed |
| 9 |  Intercom |
AI-led support at scale | No (14-day trial) | $29/seat/mo annual + Fin usage | ★4.5 |
| 10 |  Crisp |
Small stores on flat pricing | Yes (2 seats) | €45/mo per workspace | ★4.6 |
Our picks are ranked by MakeSuccessOnline for online stores. Prices are the cheapest paid plan, billed monthly unless marked annual, checked November 2026.
The 10 best live chat software in 2026
For online stores, the best live chat tool is the one that knows about orders. The list starts with Shopify-friendly tools that show order data in chat, then covers sales-focused chat, large-retailer platforms, social DM automation and free options.
#1Best overall for small and growing online stores
Tidio
Live chat, a help desk, no-code chatbots and the Lyro AI agent in one tool built for small ecommerce businesses.
- Paid plans from
- $29/mo
- Free plan
- Yes (limited conversations)
- Best for
- Small businesses and ecommerce stores, especially on Shopify and WordPress
- Works on
- Web, iOS, Android, macOS, Windows
Tidio is the easiest way for a small store to add live chat that actually helps sell. It installs quickly on Shopify, WooCommerce, WordPress, Wix and BigCommerce, and agents can see order data and act on Shopify orders without leaving the chat. That turns "where is my order?" from a five-minute tab hunt into a quick reply.
It ranks first because it covers the whole small-store support job in one place. Lyro, the AI agent, answers common questions from your help content and hands harder ones to a human. Flows, the no-code bot builder, greets shoppers, collects leads and recovers abandoned carts. The catch is pricing: costs scale with conversations, and Lyro and Flows are billed separately from the base plan.
Key features
- Ecommerce order data in chatAgents see order details and can act on Shopify orders from inside the conversation, so order-status and shipping questions get answered without switching apps.
- Lyro AI agentAnswers common pre-sale and policy questions from your help content around the clock, then hands off to a human when a shopper needs more help.
- Flows chatbot builderA visual, no-code builder for bots that greet visitors, capture emails or nudge shoppers who are about to abandon their cart.
- Multichannel inboxWebsite chat, email, Messenger, Instagram and WhatsApp land in one inbox, so DMs from social shoppers do not get lost.
- Live visitor viewThe chat widget shows visitors in real time, so you can reply instantly while a shopper is still on the product page.
Pricing
| Plan | Price | What you get |
|---|---|---|
| Free | $0 | Live chat, basic help desk and a small Lyro AI trial allowance, with limited monthly conversations |
| Starter | $29/mo | Live chat, basic analytics and more conversations |
| Growth | Higher | Advanced analytics, more conversations and permissions |
| Plus | Higher | Higher conversation volumes and dedicated support |
| Premium | Custom | Managed AI setup and a dedicated success manager, billed annually |
List prices as of November 2026; plans change often, so check the vendor's pricing page before you buy. 7-day free trial. Lyro AI and Flows are billed separately from the base plan, and pricing scales with conversation volume.
Pros and cons
Pros
- Free plan to start selling through chat
- Quick setup on Shopify, WooCommerce and WordPress
- Live chat, chatbots and AI agent in one product
- Friendly interface for non-technical store owners
Cons
- Costs grow with conversation volume, so busy seasons cost more
- Lyro AI and Flows are separate charges
- Free plan limits are tight once traffic picks up
Is it right for you?
Choose Tidio ifYou run a small or mid-sized Shopify or WooCommerce store and want chat, a cart-recovery bot and an AI agent without hiring a developer.
Look elsewhere ifYou handle very high chat volume and need flat, predictable pricing or advanced ticketing with SLAs.
#2Best for Shopify brands that need chat inside a full help desk
Gorgias
An ecommerce help desk centered on Shopify that puts order data next to every chat and ticket, with an AI agent for automated replies.
- Paid plans from
- $60/mo (300 tickets)
- Free plan
- No (free trial)
- Best for
- Shopify and other ecommerce brands, from small stores to large DTC brands
- Works on
- Web, iOS, Android, API
Gorgias is a help desk built for ecommerce, and its live chat sits inside that help desk rather than beside it. When a shopper starts a chat, the agent sees their Shopify orders on the same screen and can refund, cancel or edit an order without opening Shopify. For stores where most chats are about orders, that saves real time on every conversation.
It also pulls email, SMS and Facebook and Instagram comments and DMs, including ad comments, into the same inbox. Macros drop order details into replies, and revenue statistics show which sales support conversations influenced. Pricing is by billable tickets, not seats, which suits teams with many part-time agents. The AI Agent is billed per automated interaction on top of your plan.
Key features
- Order actions in chatRefund, cancel or edit Shopify orders from inside the conversation, so agents resolve order problems in one step instead of three tabs.
- Live chat with self-serviceThe store chat widget can surface order tracking and self-service flows, so shoppers check their own order status before they reach an agent.
- AI AgentAnswers questions such as order status and returns automatically, which takes the most repetitive chats off your team. Billed per automated interaction.
- Social comments and DMsHandle Facebook and Instagram comments and DMs, including comments on ads, from the same help desk as chat.
- Revenue statisticsReports show the sales influenced by support conversations, so you can see whether chat is paying for itself.
Pricing
| Plan | Price | What you get |
|---|---|---|
| Basic | $60/mo | 300 billable tickets a month, help desk, live chat, social and Shopify integration |
| Pro | Higher | More tickets and integrations |
| Advanced | Higher | Higher volume and advanced features |
| Enterprise | Custom | Custom volume and support, billed annually |
List prices as of November 2026; plans change often, so check the vendor's pricing page before you buy. Free trial available. Plans are priced by billable tickets, overages apply if you exceed your allowance, and the AI Agent costs extra per automated interaction.
Pros and cons
Pros
- Built specifically for Shopify and ecommerce
- Order edits and refunds without leaving the conversation
- Pricing by ticket volume rather than seats
- Strong social comment handling
Cons
- Ticket-based pricing gets expensive at high volume
- AI Agent costs extra per interaction
- No free plan
Is it right for you?
Choose Gorgias ifYou run a Shopify brand where most chats are about orders and you want chat, email and social support in one ecommerce help desk.
Look elsewhere ifYou only need a simple chat widget for a small store, or you sell outside ecommerce platforms.
#3Best for stores that sell through chat at higher volume
LiveChat
A dedicated live chat platform for sales and support teams, with chat routing, ticketing, ecommerce tools and a large app marketplace.
- Paid plans from
- Per agent
- Free plan
- No (14-day trial)
- Best for
- Small to mid-sized support and sales teams, ecommerce stores and agencies
- Works on
- Web, macOS, Windows, iOS, Android
LiveChat is a polished, chat-first tool for stores that treat chat as a sales channel. Agents can send product cards and see cart previews inside the conversation, so they can recommend an item and help the shopper check out without sending them off to search. Visitor tracking shows who is on which page, and agents can start a proactive chat with a shopper who seems stuck.
For busier teams, chat routing spreads conversations across agents or groups, canned responses speed up common answers, and reports track chat volume, satisfaction and agent performance. It connects to Shopify, BigCommerce and WordPress, plus a large marketplace of apps. The trade-off is cost: pricing is per agent, there is no free plan, and the chatbot and help desk are separate paid products.
Key features
- Product cards and cart previewsShow products and the shopper's cart inside the chat, so agents can recommend items and help close the sale on the spot.
- Visitor trackingSee who is on the site and what page they are viewing, then start a chat proactively with shoppers who linger on checkout or product pages.
- Chat routingDistributes chats automatically or by group and lets agents transfer conversations, which keeps wait times down during sales and launches.
- Canned responsesSaved replies for shipping times, returns and sizing that agents insert with a shortcut.
- Reports and analyticsTrack chat volume, satisfaction, response times and agent performance to staff the right number of people.
Pricing
| Plan | Price | What you get |
|---|---|---|
| Starter | Higher | Live chat, basic widget customization and limited chat history, per agent |
| Team | Higher | Unlimited history, full customization and reports, per agent |
| Business | Higher | Staffing prediction, work scheduler and advanced routing, per agent |
| Enterprise | Custom | Dedicated account manager and advanced security, billed annually |
List prices as of November 2026; plans change often, so check the vendor's pricing page before you buy. 14-day free trial. Every plan is priced per agent, and ChatBot and HelpDesk are separate paid products.
Pros and cons
Pros
- Polished, reliable chat-focused product
- Product cards and cart previews for selling in chat
- Strong routing and reporting for larger teams
- Large integration marketplace
Cons
- No free plan
- Per-agent pricing is high compared with rivals
- Lower tiers limit chat history and customization
Is it right for you?
Choose LiveChat ifYour store has a dedicated chat or sales team and you want the best agent tools for recommending products and closing sales in chat.
Look elsewhere ifYou are a solo founder or small store on a tight budget, or you want chat, bot and help desk in one subscription.
#4Best for large retailers with omnichannel support
Zendesk
An omnichannel customer service platform with ticketing, messaging and live chat, a help center and AI agents.
- Paid plans from
- $55/agent/mo annual
- Free plan
- No (14-day trial)
- Best for
- Support teams from growing small businesses to large enterprises
- Works on
- Web, iOS, Android, API
Zendesk suits large retailers that need chat as one part of a bigger support operation. Messaging covers your website, your app, WhatsApp and Facebook Messenger, and conversations carry over between sessions, so a shopper who starts on the site and follows up on WhatsApp does not have to repeat themselves. AI agents answer common questions before handing off to a person.
Every chat, email and social request becomes a ticket in one shared inbox, and a branded help center lets shoppers find return and shipping answers on their own. It connects to Shopify, and higher plans add skills-based routing, SLAs and multiple brands, which helps retailers running several storefronts. It is costly per agent past Suite Team, setup takes effort, and Copilot for agents is an add-on.
Key features
- Messaging and live chatChat on your site, in your app and on WhatsApp or Facebook Messenger, with conversations that persist across sessions and channels.
- AI agentsAutomated agents answer common questions across messaging and email, then pass the conversation to a human when needed.
- Help centerA branded knowledge base for returns, shipping and sizing answers, which cuts repeat chats during busy seasons.
- Routing and SLAsOn higher plans, route chats by skill, priority or capacity and track SLA targets, useful when peak season multiplies volume.
- Multiple brandsSuite Professional and up support multiple brands, so retailers with several storefronts can run support from one account.
Pricing
| Plan | Price | What you get |
|---|---|---|
| Suite Team | $55/agent/mo annual | Ticketing, email, messaging and live chat, help center and essential AI agents |
| Suite Professional | Higher | Adds skills-based routing, SLAs, multiple brands and advanced reporting |
| Suite Enterprise | Higher | Adds custom roles, sandbox and advanced workflows |
| Enterprise Plus | Custom | For the largest deployments |
List prices as of November 2026; plans change often, so check the vendor's pricing page before you buy. 14-day free trial. Copilot for agents is sold as an add-on, and many AI capabilities are paid add-ons or usage-based.
Pros and cons
Pros
- Mature, full-featured omnichannel platform
- Messaging across web, app, WhatsApp and Messenger
- Scales from growing teams to enterprises
- Strong help center and self-service tools
Cons
- Expensive per agent once you move past Suite Team
- Setup and admin can be complex
- No free plan
Is it right for you?
Choose Zendesk ifYou run a large retail or multi-brand operation and need chat, messaging, ticketing and self-service in one platform that scales.
Look elsewhere ifYou are a small store that just needs a chat widget, or you want order editing built into chat for Shopify.
#5Best for small stores wanting chat, inbox and FAQ in one
Re:amaze
A shared inbox, live chat and helpdesk for online businesses, with ecommerce integrations, chatbots and an FAQ builder.
- Paid plans from
- Per user
- Free plan
- No (free trial)
- Best for
- Small and mid-sized ecommerce stores and online businesses
- Works on
- Web, iOS, Android
Re:amaze combines live chat, a shared inbox and a help center in one product built for online stores. Order data from Shopify, BigCommerce and WooCommerce appears next to each conversation, so agents can answer "has my order shipped?" without opening the store admin. Email, social, SMS and chat all land in the same inbox.
Cues shows live visitors and lets agents open a proactive chat, while chatbots answer common questions and collect details before a handoff. The FAQ builder also surfaces articles inside the chat widget, so shoppers can help themselves first. Pricing is per user, which works for small teams but adds up as you grow, and reporting is lighter than enterprise help desks.
Key features
- Ecommerce order dataShopify, BigCommerce and WooCommerce order details sit next to each conversation, so order questions get fast, accurate answers.
- Live chatA customizable website chat widget with real-time messaging and iOS and Android apps for agents.
- CuesShows live visitors and lets agents start proactive conversations with shoppers who may need a nudge.
- FAQ in the chat widgetBuild a branded knowledge base and surface articles inside chat, so shoppers can find answers before waiting for an agent.
- Chatbots and workflowsChatbots handle common questions and rules route, tag and respond to conversations automatically.
Pricing
| Plan | Price | What you get |
|---|---|---|
| Basic | Higher | Shared inbox, live chat, FAQ and core integrations, per user |
| Pro | Higher | Basic plus more automation, reporting and integrations, per user |
| Plus | Higher | Pro plus advanced reporting and controls, per user |
List prices as of November 2026; plans change often, so check the vendor's pricing page before you buy. Free trial available. All plans are priced per user per month.
Pros and cons
Pros
- Helpdesk, live chat and FAQ in one product
- Strong Shopify, BigCommerce and WooCommerce integrations
- Mobile apps for agents on iOS and Android
- Straightforward setup for small teams
Cons
- Per-user pricing adds up as the team grows
- No free plan
- Interface feels less modern than newer competitors
Is it right for you?
Choose Re:amaze ifYou run a small or mid-sized Shopify, BigCommerce or WooCommerce store and want chat and email support with a built-in FAQ in one tool.
Look elsewhere ifYou need a free plan or deeper reporting and automation than a small-team help desk offers.
#6Best for selling through Instagram, Messenger and WhatsApp DMs
Manychat
A no-code chat automation tool for Instagram, Facebook Messenger, WhatsApp, TikTok, SMS and email that automates DMs, comments and lead capture.
- Paid plans from
- From $15/mo
- Free plan
- Yes (up to 1,000 contacts)
- Best for
- Creators, influencers, ecommerce stores and small businesses selling through social media
- Works on
- Web, iOS, Android
Manychat is not a website chat tool. It is the best fit when your shoppers find you on Instagram or Facebook and ask questions in DMs. When someone comments a keyword on a post or reel, Manychat sends them a DM with the product link automatically. It also auto-replies to DMs, story replies and mentions, so common questions about price, sizing or shipping get answered instantly.
The visual flow builder lets you build multi-step conversations with conditions and delays, and the live chat inbox lets your team take over when a shopper needs a human. It connects to Shopify, and tags and custom fields let you send targeted broadcasts. Pricing rises with your contact count, AI features cost extra, and WhatsApp messages also carry Meta's own fees.
Key features
- Comment-to-DM triggersSend a DM with a product link when someone comments a keyword on a post or reel, turning social engagement into store visits.
- Instagram DM automationAuto-reply to DMs, story replies and mentions so shoppers get answers and links in seconds, even outside business hours.
- WhatsApp automationAutomated flows and broadcasts through the official WhatsApp Business Platform, for order updates and promotions.
- Multichannel live chat inboxYour team can take over any automated conversation across connected channels when a shopper needs a person.
- Audience segmentationTags and custom fields segment contacts, so you can send targeted broadcasts for launches and restocks.
Pricing
| Plan | Price | What you get |
|---|---|---|
| Free | $0 | Up to 1,000 contacts, basic automations, limited growth tools, Manychat branding |
| Pro | From $15/mo | Starts at 500 contacts and rises with contact count; unlimited automations and tags, full growth tools, no branding, integrations |
| Manychat AI | Higher | Add-on to Pro with AI intents, AI replies and AI flow-building help |
| Elite / Enterprise | Custom | Dedicated support and onboarding for high-volume accounts |
List prices as of November 2026; plans change often, so check the vendor's pricing page before you buy. Pro is discounted on annual billing. WhatsApp conversations also carry Meta's own messaging fees.
Pros and cons
Pros
- Best-known tool for Instagram DM and comment automation
- Free plan to get started
- Low entry price for small audiences
- Easy visual builder with many templates
Cons
- Price rises as your contact list grows
- Website chat is limited compared with dedicated live chat tools
- Depends on Meta platform policies and API changes
Is it right for you?
Choose Manychat ifMost of your shoppers come from Instagram, Facebook or WhatsApp and you want to answer DMs and send product links automatically.
Look elsewhere ifYou need a website chat widget with order lookups or a knowledge-base AI support agent.
#7Best for European online stores wanting chat plus AI
Smartsupp
A live chat and chatbot tool for online stores that combines chat, AI answers and visitor recordings.
- Paid plans from
- Paid tiers vary by region
- Free plan
- Yes (limited)
- Best for
- Small and mid-sized online stores, especially in Europe
- Works on
- Web, iOS, Android
Smartsupp is built for online stores and is popular with shops in Europe. It connects to Shopify, WooCommerce and WordPress, plus PrestaShop and Shoptet, two platforms many European merchants use. Order context appears in the chat, and an AI chatbot answers common questions from your store and FAQ content so shoppers get help even when no one is online.
Visitor recordings are a useful extra for store owners: you can watch how shoppers move through the site and spot where they get stuck. Rule-based automations greet visitors and capture leads when agents are offline, and Messenger and Instagram messages sit next to web chat. The free plan is quite limited, prices are shown per region, and advanced automations need higher tiers.
Key features
- AI chatbotAnswers common shopper questions using your store and FAQ content, so you cover evenings and weekends without extra staff.
- Ecommerce integrationsConnects to Shopify, WooCommerce, PrestaShop and Shoptet to show order context next to the chat.
- Visitor recordingsRecords visitor sessions so you can see where shoppers hesitate or drop off before buying.
- Chatbot automationsRule-based messages greet visitors and capture leads when your team is offline.
- Messenger and Instagram inboxHandles Facebook Messenger and Instagram messages alongside web chat in one place.
Pricing
| Plan | Price | What you get |
|---|---|---|
| Free | $0 | Basic live chat with limited conversations |
| Standard | Higher | More conversations and chat features |
| Pro | Higher | Chatbot automations and more agents |
| Ultimate | Custom | Custom setup and account management |
List prices as of November 2026; plans change often, so check the vendor's pricing page before you buy. Prices are shown per region and currency. Free trial of paid features available.
Pros and cons
Pros
- Free plan for getting started
- Built for ecommerce, with PrestaShop and Shoptet support
- AI chatbot and live chat in one tool
- Visitor recordings help spot checkout problems
Cons
- Free plan is quite limited
- Prices vary by region and change often
- Advanced automations need higher tiers
Is it right for you?
Choose Smartsupp ifYou run a small or mid-sized store in Europe, especially on PrestaShop, Shoptet or WooCommerce, and want chat plus an AI bot.
Look elsewhere ifYou need full ticketing for a large support team or order-editing actions inside chat.
#8Best free live chat for new and budget stores
tawk.to
A free live chat, ticketing and knowledge base platform with unlimited agents, funded by optional paid add-ons.
- Paid plans from
- Free (paid add-ons)
- Free plan
- Yes (free forever)
- Best for
- Small businesses, startups, nonprofits and ecommerce stores on a budget
- Works on
- Web, Windows, macOS, iOS, Android
tawk.to is the simplest answer for a new store that wants live chat without a monthly bill. The core product is free with unlimited agents and chats, and it installs on Shopify, WooCommerce, WordPress, Wix and Squarespace. You get a chat widget, ticketing for offline messages, a hosted knowledge base and mobile and desktop apps at no cost.
Visitor monitoring shows who is browsing and lets you start a chat with a shopper who lingers on a product page, and shortcuts and triggers send canned replies and automatic greetings. The trade-offs are what you would expect: tawk.to branding stays unless you pay to remove it, AI features are a paid add-on, and automation and reporting are thinner than paid ecommerce tools.
Key features
- Free unlimited chatA customizable chat widget with unlimited agents and chats, so the whole team can answer shoppers at no cost.
- Visitor monitoringSee live visitors and start proactive chats with shoppers who look ready to buy or seem stuck.
- Shortcuts and triggersCanned replies for shipping and returns, plus automated messages based on visitor behavior.
- Ticketing and knowledge baseOffline messages and emails become tickets, and a free hosted help center answers common questions.
- Hired agentsOptionally pay for tawk.to-staffed agents to cover chat hours you cannot staff yourself.
Pricing
| Plan | Price | What you get |
|---|---|---|
| Free | $0 | Live chat, ticketing, knowledge base, CRM, mobile and desktop apps, unlimited agents |
| Remove Branding add-on | Higher | Removes tawk.to branding from the widget, per property |
| AI Assist add-on | Higher | AI chatbot and reply tools, usage-based |
| Hired agents | Higher | Outsourced live chat agents staffed by tawk.to, billed hourly |
List prices as of November 2026; plans change often, so check the vendor's pricing page before you buy. The core product is free; you pay only for optional add-ons.
Pros and cons
Pros
- Core product is free with unlimited agents
- Ticketing and knowledge base included at no cost
- Easy to install on Shopify, WooCommerce and most site builders
- Option to hire staffed agents
Cons
- Branding stays unless you pay for removal
- Fewer automation and reporting features than paid tools
- Interface feels dated compared with newer tools
Is it right for you?
Choose tawk.to ifYou are launching a store and want working live chat for the whole team at zero cost.
Look elsewhere ifYou want AI automation, order actions in chat or detailed analytics included in the price.
#9Best AI agent for high-volume brands
Intercom
An AI-first customer service platform that pairs the Fin AI agent with a help desk, messenger, live chat and help center.
- Paid plans from
- $29/seat/mo annual + Fin usage
- Free plan
- No (14-day trial)
- Best for
- SaaS and tech companies, plus ecommerce and B2C businesses wanting AI-led support
- Works on
- Web, iOS, Android, in-app and web messenger SDKs, API
Intercom is the pick for well-funded brands that want AI to handle a large share of chats. Fin, its AI agent, answers shopper questions from your help center across chat, email and other channels, and you pay $0.99 only when it resolves a conversation. For a brand fielding thousands of questions about shipping, returns and sizing, that can take a lot of load off the team.
The messenger handles live chat and proactive messages on your site, and the shared inbox and tickets cover issues that need back-office follow-up. It connects to Shopify and Stripe. It was built mainly for SaaS support, so it lacks the order-editing tools of Shopify-first help desks, and costs add up with per-seat plus per-resolution pricing. Many automation features start on Advanced.
Key features
- Fin AI AgentAnswers pre-sale and policy questions from your help content across chat and email, charged per successful resolution.
- MessengerWebsite live chat with proactive messages, so you can greet shoppers on key pages and offer help before they leave.
- Help centerPublish articles on shipping, returns and sizing that shoppers can search and that Fin uses as its knowledge source.
- Help desk inbox and ticketsAgents handle every channel in one inbox and track issues like damaged items that need follow-up.
- ReportingDashboards for conversation volume, response times, CSAT and Fin performance show how much the AI is resolving.
Pricing
| Plan | Price | What you get |
|---|---|---|
| Essential | $29/seat/mo annual | Messenger, shared inbox, ticketing, help center and Fin AI agent, plus Fin usage |
| Advanced | Higher | Workflows automation, multiple help centers and more, plus Fin usage |
| Expert | Higher | SLAs, multibrand, HIPAA support and advanced security, plus Fin usage |
| Fin AI Agent | $0.99 per resolution | Charged per successful resolution on any plan |
List prices as of November 2026; plans change often, so check the vendor's pricing page before you buy. 14-day free trial. The lowest seat price needs annual billing, and Fin is charged per resolution on top of seats. Copilot is a paid add-on.
Pros and cons
Pros
- Fin is one of the strongest AI support agents
- Polished messenger and proactive messaging
- Pay for Fin only when it resolves a conversation
- Fin can run on top of other help desks
Cons
- Per-seat plus per-resolution pricing adds up
- No order-editing tools built for Shopify
- No free plan, and many automations start on Advanced
Is it right for you?
Choose Intercom ifYou are a larger brand with high chat volume and a solid help center, and you want an AI agent to resolve as many questions as possible.
Look elsewhere ifYou run a small store on a tight budget or want order refunds and edits handled inside the chat.
#10Best low-cost shared inbox for small stores
Crisp
An all-in-one customer messaging platform with live chat, a shared inbox, chatbots, AI and a knowledge base, priced per workspace rather than per agent.
- Paid plans from
- €45/mo per workspace
- Free plan
- Yes (2 seats)
- Best for
- Startups, SaaS companies, small businesses and ecommerce stores
- Works on
- Web, macOS, Windows, Linux, iOS, Android
Crisp is a lightweight chat widget with a shared inbox, and it charges per workspace instead of per agent. That makes it good value for a small store with a few people answering chats. It connects to Shopify, WooCommerce and WordPress, and the inbox collects chat, email, Messenger, Instagram and WhatsApp in one place.
Higher plans add a knowledge base, a chatbot builder and an AI agent that answers from your help content and past conversations. MagicBrowse co-browsing lets an agent see a shopper's screen to help them through checkout. Prices are in euros, seat limits per tier can force an upgrade, and many automation and AI features need the higher plans. It has fewer ecommerce-specific tools than Shopify-first options.
Key features
- Flat workspace pricingYou pay per workspace rather than per agent, so adding a teammate to cover busy periods does not raise your bill until you hit the seat limit.
- Shared inboxChat, email, Messenger, Instagram and WhatsApp land in one team inbox, so social and site questions are answered in one place.
- MagicBrowse co-browsingAgents can see a shopper's screen in the browser and guide them through a tricky checkout or product configuration.
- AI agent and chatbot builderA visual builder automates greetings and FAQs, and the AI agent answers from your knowledge base on higher plans.
- CampaignsSend targeted email and in-chat messages to segments, such as returning customers or shoppers who asked about a product.
Pricing
| Plan | Price | What you get |
|---|---|---|
| Free | €0 | 2 seats, live chat widget, shared inbox and mobile apps |
| Mini | €45/mo | Unlimited conversation history, email channel and more integrations |
| Essentials | €95/mo | Multichannel inbox, knowledge base, chatbot and AI tools |
| Plus | €295/mo | Advanced automation, AI, CRM and routing features |
List prices as of November 2026; plans change often, so check the vendor's pricing page before you buy. Prices are per workspace, in euros, billed monthly. 14-day free trial of paid plans.
Pros and cons
Pros
- Flat per-workspace pricing instead of per-agent fees
- Free plan for very small teams
- Broad multichannel inbox
- Co-browsing helps with checkout problems
Cons
- Prices are in euros
- Seat limits per tier can force an upgrade
- Fewer ecommerce-specific tools than Shopify-first options
Is it right for you?
Choose Crisp ifYou run a small store with a few people on chat and want a shared inbox with flat, predictable pricing.
Look elsewhere ifYou want order data and order actions inside chat, or an AI agent on the cheapest plan.
Best live chat software by need
- Small Shopify or WooCommerce storeTidio
- Editing Shopify orders in chatGorgias
- Selling and recommending products in chatLiveChat
- Large retailers and multiple brandsZendesk
- Chat, inbox and FAQ for small teamsRe:amaze
- Instagram and WhatsApp DM salesManychat
- European and PrestaShop storesSmartsupp
- Free chat with unlimited agentstawk.to
- AI agent at high volumeIntercom
What to look for in live chat software
- Shopify and WooCommerce order dataThe chat should show the shopper's orders, and ideally let agents refund, cancel or edit them. Gorgias and Tidio do this for Shopify; it is the biggest time saver for order questions.
- An AI agent or ecommerce chatbotAn AI chatbot for ecommerce answers shipping, returns and sizing questions from your help content around the clock. Check whether it is included or billed per conversation or resolution.
- Proactive chat and cart recoveryVisitor tracking and triggered messages let you reach shoppers who linger on a product or checkout page, and some bots recover abandoned carts automatically.
- Social and WhatsApp channelsMany shoppers ask questions in Instagram DMs, Messenger or WhatsApp. A shared inbox or a DM automation tool keeps those questions from getting lost.
- Selling tools inside chatProduct cards, cart previews and revenue reports help chat work as a sales channel, not just a support cost.
- A pricing model that fits your trafficPer-conversation and per-ticket pricing spikes in peak season; per-agent pricing grows with your team. Model your busiest month before you commit.
How much does live chat software for ecommerce cost in 2026?
Live chat for an online store costs anywhere from $0 to several hundred dollars a month. The price depends less on the plan name and more on how the tool counts usage: conversations, tickets, agents, contacts or AI resolutions.
| Tier | Typical price | Tools at this level | Who it suits |
|---|---|---|---|
| Free | $0 | tawk.to, Tidio Free, Smartsupp Free, Crisp Free, Manychat Free | New stores testing chat with low traffic |
| Entry paid | $15 to $60/mo | Manychat Pro, Tidio Starter, Crisp Mini (€45/mo), Gorgias Basic | Small stores with steady chat volume |
| Per-agent and per-seat | From $29/seat/mo annual (Intercom); $55/agent/mo annual (Zendesk) | Intercom Essential, Zendesk Suite Team, LiveChat, Re:amaze | Stores with a dedicated support or sales team |
| Volume and enterprise | Custom | Tidio Premium, Gorgias Enterprise, Zendesk Enterprise Plus, Manychat Elite | High-volume brands and multi-store retailers |
Entry prices from vendor pricing pages, November 2026. AI usage, overages and messaging fees can be extra.
Budget for your busiest month, not your average one. Black Friday and holiday traffic can push conversation- or ticket-based plans like Tidio and Gorgias into a higher tier or overages, and AI charges such as Intercom's $0.99 per Fin resolution grow with volume too. If you sell on WhatsApp, Meta's own messaging fees apply on top of Manychat's price.
How we chose the best live chat software
We started with the live chat and help desk tools in the MakeSuccessOnline directory and added well-known ecommerce chat tools we have not reviewed yet, such as Re:amaze, Smartsupp and tawk.to. We compared each on the jobs online stores need most: answering order questions, covering after-hours chats with AI, recovering carts and handling social DMs. Scores come from hands-on reviews, vendor documentation and pricing checked in November 2026.
- Ecommerce integrationShopify, WooCommerce and BigCommerce order data in chat, and order actions agents can take.25%
- AI and automationAI agents, chatbots, cart recovery and proactive messages for shoppers.20%
- Pricing and valueFree plans, entry prices and how costs scale in peak season.20%
- ChannelsWebsite chat plus Instagram, Messenger, WhatsApp, email and SMS.15%
- Ease of useHow quickly a store owner can install the widget and start answering shoppers.10%
- ReportingChat volume, response times and sales influenced by chat.10%
How to choose live chat software
- List the questions you actually getSort a month of shopper messages into pre-sale, order status, returns and social DMs. The mix shows if you need order data, an AI agent or DM automation most.
- Check your store platformConfirm the tool integrates with your platform, whether Shopify, WooCommerce, BigCommerce or PrestaShop, and what order data it shows in chat.
- Decide how much AI you wantPick between a rule-based chatbot, an AI agent like Lyro or Fin, or human-only chat. Then check how the AI is billed.
- Model your peak-season costEstimate conversations, tickets or agents for your busiest month and price each shortlisted tool at that volume, including AI and overages.
- Cover your social channelsIf Instagram or WhatsApp drives sales, choose a tool with a shared inbox for those channels or add Manychat for DM automation.
- Run a real trialInstall the widget on your live store for a week, answer real shoppers and judge speed, order lookups and how often the bot hands off correctly.
Check during the free trial
- Can agents see and act on orders without leaving the chat?
- How well does the AI or chatbot answer your top five shopper questions?
- What will your busiest month cost, including AI and overages?
- Do Instagram, Messenger and WhatsApp messages land in the same inbox?
- Does the widget load cleanly on mobile product and checkout pages?
Red flags
- No integration with your store platform, or order data that needs manual lookups
- AI agents with unclear per-conversation or per-resolution fees
- Conversation or ticket caps that you will hit in peak season
- Branding on the widget that you cannot remove on your plan
- Annual contracts required before you can test on your live store
Live chat software for ecommerce FAQ
What is the best live chat software for ecommerce?
Tidio is the best live chat software for ecommerce for most small and mid-sized stores, thanks to its free plan, Shopify order actions and Lyro AI agent. Gorgias is best for Shopify brands that want chat inside a full help desk, and Zendesk suits large multichannel retailers.
What is the best free live chat for ecommerce?
tawk.to is the best free live chat for ecommerce because it is free with unlimited agents and chats, plus ticketing and a knowledge base. Tidio, Smartsupp and Crisp also have free plans, but with conversation or seat limits. Free tools usually show their own branding on the widget.
What is the best live chat app for Shopify?
Gorgias is the best Shopify live chat app if you want agents to refund, cancel or edit orders inside the conversation. Tidio is the better choice for smaller Shopify stores that want a free plan, an AI agent and a cart-recovery chatbot. Re:amaze is a solid option for small teams.
How much does live chat software for ecommerce cost?
Live chat for ecommerce ranges from free to custom enterprise pricing. Tidio starts at $29/mo, Gorgias at $60/mo for 300 tickets, Intercom at $29 per seat a month billed annually plus $0.99 per Fin resolution, and Zendesk at $55 per agent a month billed annually. tawk.to is free.
Tidio vs Gorgias: which is better for an online store?
Tidio is better for small stores that want an easy, low-cost chat tool with a free plan and an AI agent. Gorgias is better for growing Shopify brands that handle many order questions across chat, email and social, and want order edits and refunds inside a full help desk.
Does live chat increase ecommerce sales?
Live chat can increase sales when it answers buying questions while shoppers are still on the page. Proactive messages on product and checkout pages, product cards in chat and cart-recovery bots help most. Gorgias reports on sales influenced by support conversations, and Smartsupp reports on conversions, so you can measure it.
Do I need an AI chatbot for my ecommerce store?
You need an AI chatbot for ecommerce if many questions repeat or arrive outside business hours. Tidio's Lyro, Intercom's Fin, Gorgias's AI Agent and Zendesk's AI agents answer from your help content and hand off to people. Check how each is billed, since AI is often a separate or usage-based charge.
How do I choose live chat software for my online store?
Start with the questions shoppers actually ask, then pick a tool that integrates with your store platform and shows order data in chat. Decide how much AI you need, price your busiest month, and run a live trial on your store before committing to an annual plan.
About the reviewer
Editor & Reviewer, MakeSuccessOnline
William Harrison is an editor and reviewer at MakeSuccessOnline. He reviews each tools ranking before it goes live, checking plans, prices, free tiers and features against the tool's own documentation, and keeps rankings current as tools change.