Why You Need Live Support Feature in E-Commerce + Top 10 Tool Recommendations

August 31, 2024
Hazal Demir

E-With the increase in competition in the world of commerce , it is important to increase customer satisfaction and Companies are developing various strategies to increase sales. Among these strategies , the live support feature establishes instant communication with customers and responds to their questions. to provide quick responses and solve their problems .

So why do you need live support on your e-commerce site? Here in this article, we will explain the benefits of the live support feature and e-we share with you the 10 best tools you can use in trading.

Why Do You Need Live Support in E-commerce?

1. Provides Instant Customer Support

E-customer support on commerce sites boost sales and increase customer It is critical to gain loyalty. The live support feature allows customers to get instant help. Customers who improve their shopping experience by getting quick answers to their questions increase their confidence and they are more likely to shop again.

2. Increases Sales

With live support , you can positively influence customers’ purchasing decisions. Potential customers can ask their questions about products or services instantly and overcome their hesitations. This speeds up the buying process and increases sales rates.

3. Increases Customer Satisfaction and Loyalty

Customer satisfaction is an essential element for success in the e-commerce industry. Live support provides customers with personalized service and tailor-made solutions to their needs. Customers feel valued and their loyalty to your brand increases.

To learn about what a customer tracking program is you can review this article.

4. Receives Real-Time Feedback

Live support allows you to get instant feedback from customers. In this way , you can quickly identify potential problems with your products or services and find solutions. You can also better understand customer expectations and demands and shape your strategies accordingly.

10 Best Live Support Tools

1. Grispi: Top Performance in Demand Management Platform Software

Grispi, improve customer relations and optimize user experience is a platform that offers advanced live support features. The live support module allows businesses to interact with their customers instantly. communication , providing fast and effective solutions. Grispi’s live support features user-friendly interface, multilingual support and customizable response templates .

Also, with chat history tracking and integrated CRM systems allows customer interactions to be analyzed. This helps businesses increase customer satisfaction and resolve issues faster. These comprehensive live support tools digitize customer service , giving businesses a competitive advantage.

Grispi’s live support features for your E-commerce site include

Instant Communication	You communicate with customers in real time and provide quick answers to their questions.
Customizable Chat Window	You can customize the chat window according to your brand.
Wide Integration Options	It has a structure that can be easily integrated with other software and systems.
Reporting and Analysis	You can analyze customer interactions and performance with detailed reports.

Grispi Prices

Starting price: $7
Level Up: $14
Enterprise: 39$

2. LiveChat

LiveChat stands out with its user-friendly interface and wide integration options. Customizable chat window and detailed reporting features so you can effectively manage customer interactions.

Let’ s take a look at LiveChat’s live support features;

User Friendly Interface	It has a simple and effective interface , allowing users to use it quickly.
Wide Integration Options	Integration with CRM, e-mail and other systems .
Customizable Chat Window	You can customize the chat window according to your brand identity.
Detailed Reporting	Provides detailed reports on customer interactions and performance.

LiveChat Prices

Starter: 20$
Team: 41$
Business: 59$
Enterprise: Contact for price

To learn more about live chat support you can take a look at this article.

3. Zendesk Chat

Zendesk Chat is a live chat application used for customer service and support. It allows businesses to manage customer interactions instantly. Provides powerful customer service solutions. With its user-friendly interface, mobile compatibility and analytics features, it is an ideal live support solution for your e-commerce site.

Zendesk Chat features are as follows;

Mobile Compatibility	It offers a mobile-optimized interface. Thus providing access from anywhere.
Analytical Properties	Analyze customer interactions and performance metrics.
Integrated Customer Support Solutions	It provides integration with other Zendesk products and manages customer service as a whole.
Visitor Monitoring	You can monitor visitors on the website in real time and track their behavior and movements.

Zendesk Chat Prices

Suite Team: 55$
Suite Growth: 89$
Suite Professional: 115$
Suite Enterprise: Bidding is required.

4. Intercom

Intercom is a comprehensive platform that takes modern customer service and relationship management one step further. Especially the live support feature, businesses to effectively communicate with their customers in real time. This feature instant chats with users through your website or mobile app and strengthen interactions by increasing customer satisfaction.

If you are looking for customer support software alternative to Intercom you can take a look at this article.

Here is detailed information about Intercom ‘ s live support feature:

Live Chat	It allows you to communicate with customers in real time. The chat window can be integrated on your website or mobile app.
Targeted Conversations	You can send targeted messages and chats to specific user segments or visitors. For example, you can automatically start a chat for users who visit a specific page.
Automatic Responses and Bots	Frequently asked questions using automated responses and AI-powered chatbots you can give quick answers to questions and automate some processes.
Personal and Group Chat	Both individual customer support sessions and team members you can organize group chats by collaborating between your team members.

Intercom Prices

Essential: 39$
Advanced: 99$
Expert: 139$

5. Tawk.to

Tawk.to is a free and user-friendly live support software. It enables businesses to interact with their customers in real time. and this makes customer support more effective.

Detailed information about Tawk.to’s live support feature:

Live Chat	It allows you to have instant chats with visitors on your website. The chat window is integrated into your site , allowing customers to reach you easily.
Mobile Application	They have mobile apps for both Android and iOS. This allows your support team to manage customer requests on the go.
Multiple Language Support	Supporting multiple languages to serve customers in different languages and support your international customer base.
Multiple User Accounts	Enables multiple support agents to participate in chats at the same time. You can collaborate between team members and enable customer you can manage their demands more effectively.

Tawk.to Prices

Starter: Free
Pro Plan: 19$
Enterprise: Should be contacted

6. Olark

Olark, to strengthen customer service and support processes is a comprehensive live support software. It allows businesses to interact with visitors on their websites in real time. This way , customer requests can be responded to instantly. Olark’s live chat feature not only offers a simple chat interface; but also automated responses, AI-powered chatbots, It also provides various tools such as visitor tracking and advanced reporting.

Here is detailed information about Olark’s live support feature:

Live Chat	It allows you to chat with visitors on your website in real time. The chat window can be integrated into your website.
Powerful Reporting Tools	Chat history, customer satisfaction, reporting tools that allow you to analyze performance metrics and other data.
Chatbot and Automation	Automatically respond to basic customer requests with AI-supported chatbots and make support processes more efficient.
Customization Options	You can customize the appearance, style and behavior of the chat window and adjust it according to your needs.

Olark Prices

Olark Standard: 29$
Olark Pro: Should be contacted

7. FreshDesk

Freshdesk, modernize customer support processes and improve customer experience is a comprehensive platform designed to improve your business. In particular, the live support feature gives businesses the ability to improve their website or app. to interact with visitors in real time. This feature of Freshdesk not only enables instant chats; but also auto-replies, offers advanced tools such as AI-powered chatbots and visitor tracking.

Let’ s take a closer look at the advantages of FreshDesk’s live support feature;

Fast Response Times	Thanks to the live chat feature, You can respond to customer inquiries instantly and thus increase customer satisfaction.
Personalized Support	Through visitor tracking and personalized chats, you can offer more targeted and effective support.
Global Reach	Thanks to multilingual support and international integrations, you can effectively serve a global customer base.
Advanced Reporting	By analyzing performance data and customer feedback, you can continuously improve your support processes.

FreshDesk Prices

Growth: 15€
Pro: 49€
Enterprise: 79€

8.Tidio

Tidio is a modern live chat software developed to transform customer support and communication processes. It enables businesses to interact with their customers in real-time on their websites or mobile apps and offers a variety of tools to optimize customer service. Tidio’s live support features not only provide instant chats, but also include advanced solutions such as AI-powered chatbots, automated responses, visitor tracking and comprehensive integrations.

Let’s take a look at Tidio’s live support features together;

Live Chat	It allows you to chat with visitors on your website in real time. The chat window can be easily integrated into your site.
Chatbot Integration	Automate basic customer requests with AI-supported chatbots and speed up support processes. Chatbots can answer frequently asked questions and serve customers 24/7.
Visitor Monitoring	It can track visitors on your website in real time, can monitor their behavior and actions and You can use the information to personalize customer support.
Customization Options	You can customize the appearance and behavior of the chat window to match the brand image. You can adjust colors, position and other style settings according to your needs.

Tidio Prices

Starter: 29$
Growth: 59$
Tidio+: 749$

9. Crisp

Crisp is a versatile live chat platform designed to meet modern customer support needs. It enables businesses to engage with their customers in real-time on their websites, mobile apps or social media channels. Crisp’s live support features include not only instant chats but also advanced tools such as automated responses, chatbot integration, multi-channel support and visitor tracking.

What are Crisp’s live support features;

Live Chat	It allows you to chat with visitors in real time on your website or mobile app. The chat window can be easily integrated into your website and has a user-friendly interface.
Multiple Channel Support	Crisp, e-mail, SMS and social media channels collects customer requests on a single platform. In this way, you can manage all your customer communications from a central place.
Integrations	CRM systems integrate with e-mail service providers and other business tools. This allows you to aggregate customer interactions on a central platform and optimize your workflows.
Reporting and Analysis	Chat performance, customer satisfaction and other important metrics . This data can be used to improve your support processes and make strategic decisions.

Crisp Prices

Basic: Free
Pro: 25£
Unlimited: 95£

10. Chatra

Chatra, modernize customer support processes and increase customer satisfaction is a comprehensive live chat software developed for businesses. This platform is used by businesses on their websites and mobile apps. interact with visitors in real time .

Chatra’s live support features, instant chats, automated responses, includes advanced tools such as visitor tracking and chatbot integration. Chatra with its user-friendly interface and multi-language support, help you serve your global customer base effectively.

Here are Chatra’ s live support features;

Mobile Application	It offers mobile apps for both Android and iOS. This allows your support teams to manage customer requests even on the go.
Integrations	CRM systems integrate with email service providers and other business tools. This allows you to aggregate customer interactions on a central platform and optimize your workflows.
Multiple Channel Support	Chatra, e-through mail and social media messaging platforms incoming customer requests on a single platform. This allows you to manage all your customer communications from a centralized location.
Chatbot Integration	Automatically manage basic customer requests with AI-supported chatbots, You can answer frequently asked questions and offer 24/7 service.

Chatra Prices

Starter: Free
Essential: 17$
Pro: 23$

Using a live support feature on your e-commerce site increases customer satisfaction, It is an important strategy to increase sales and ensure customer loyalty. With live support tools , you can instantly communicate with your customers and help them needs and get one step ahead of the competition. Here are the top 10 best live support tools, offers excellent options for strengthening your e-commerce site’s customer relationships. You can evaluate and integrate these tools to provide the best experience for your customers.

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