Shopify Chat Review for 2019: A Brilliant Chatting Tool That Boosts Your Store’s Sales

What a better way to engage your customers and prospective target audience than using the most prolific conversational tools. With the new shift in ecommerce markets, more focus is now leaning towards viable customer support. The Shopify Chat app is, without doubt, swinging in action to make this happen.

Fact is, the client is your only resort to make a loud and sensible markup on each product in your online store. In a gratifying way, Shopify’s app marketplace is, at the moment, making impeccable strides towards the optimization of your store’s performance.

As a merchant, the biggest worry is to convert your website’s traffic into serious revenue. As is the case with any other investment, making a decent ROI unquestionably comes a long way. 

But the truth of the matter is, technology has changed the manner how we handle business. Shopify, for instance, is trying to change the old era of brick and mortar stores. With just a few bucks, internet and a computer, you can elevate your niche store to tremendous heights. The e-commerce model is now taking center stage, irresistibly.

On the face of it, it seems like a daunting task for a newbie. The opposite is actually true. 

But here’s the catch. 

You need the right tools to work with. And this review attempts to give flawless focus on the same. Choosing an instantaneous and responsive messaging channel is pretty much inevitable if you want to make your customers happy. 

Let’s face it. 

Chances are, you’ll experience overwhelmingly high bounce rates and so many cart abandonment issues if you don’t optimize your customer support techniques. With physical stores, customers need to contemplate on their own, how to seek for assistance. Maybe make a call or write a lengthy email. Considering the new trends, that totally sucks! 

Shopify faces out this constraint in an oversimplified manner. Shopify Chat lets in an unprecedented sphere of convenience by creating a far-reaching customer engagement framework in real-time.

At the present moment, you can’t overlook the Live Chat’s predominance as a marketing automation tool. If you do, the aftermath could be highly unpleasant and draining, businesswise. And my grounds are pretty straightforward.

If you’re a merchant surfing around a fairly saturated niche, the deal-breaker is, you’ll lose so many good customers to your thirsty competitors. Why? Because your customer support system is a bit sluggish and not skillful in any way.

Besides answering your customers’ questions almost immediately, it’s so imperative to make multitasking part of the game plan. What do I mean?  Well, this is no quantum physics nor rocket engineering. It’s as easy as chatting with your customers while they’re checking out other products in your store. 

The above is a plus for retailers too. Not only is it a good remedy for abandoned cart recovery, but also a cost-efficient strategy to sort your customers’ conversations. If you don’t want to spend much on phone support, then don’t look back. 

In this piece, we’ll have a look at the right apps to connect your store with besides Shopify's very own chatting tool. Your potential customers don’t necessarily need to email you so as to make some simple product description inquiries. There’s more to more sales than just doing the ordinary minimum. 

So let’s start off and later have a look at the Shopify's live chat alternatives to use in your store.

Shopify Chat Review: Brief Overview

shopify chat app install

Technically this is a Shopify owned tool (read our Shopify review) and it's available on its marketplace for free. Assuming that you're not new to dropshipping, I bet you know this by now. If you are a brand owner, no matter the plan you’re using (Basic, Advanced, whichever the case), this app gives you a real-time solution to communicate with your customers. 

Its ease of use is quite remarkable. Basically, you won’t need any pro skills to get everything up and running on your store. I gave it a through run and I didn’t seem to find its setup procedure to be complex.

So what exactly does this live chat tool bring on board?

Probably, you should think of this app as a multifaceted extension which does more than just building a good relationship with you and your customers. It helps new visitors contact the merchant in the most effortless way. You don’t want to lose valuable clients a result of a blurry communication channel.

Shopify Live Chat Review: Shopify Ping 

Shopify Chat does the brainy work to put your store on the right track by linking it to Shopify Ping (read our Shopify Ping review). Maybe you’ve never heard of the Ping. Don’t sweat it though. I’m about to brief you with what it does and how to utilize its functionalities to boost the chances of shaping up your prospects with already engaged, and future shoppers in the most fruitful way.

To revamp your customers’ shopping experience, you need to give exhaustive answers to all the questions raised by your customers. So where does the Ping come in?

Like any other app, it’s for the most part, built to resolve a problem. In this context, making a conversational relationship with your customers. It goes beyond the threshold by letting the merchant share their store’s products and make direct sales without customers having to leave the chat. 

What about the checkout options?

That’s already sorted out. No brainer at all. Well, at the moment, customers can now use the Apple Pay app to pay for the purchased items. This is pretty feasible since the Ping is a free iOS app. Soon enough the app will be available on Android devices so as to even out the gap.

Based on its mode of operation, Shopify Live Chat tends to be a winning online sales channel just like the trendsetting ones; Instagram, Facebook, and the likes. At the same time, it brings out the social setting you’d expect from one of the mainstream counterparts. 

In just a few clicks, the merchants can send promo codes to their respective customer base and make tremendous sales like never before. Once you integrate your Shopify’s live chat app with Ping, you can easily, or if you like, successfully, do these extras;

  • You can add and make adjustments to the Live Chat button on your Shopify’s online store.
  • Give your customers good feedback in real-time by responding to all queries via the Ping.
  • Track down all the completed sales using the sales channel dashboard and the Analytics pages as well.

And what are the prerequisites? 

So simple. You only need to have an online store in place. In regard to Shopify Ping, you need an iOS device to view all the updates and respond to questions quite fast. As simple as it sounds.

The downside, however, is that Android users have been left out. Nevertheless, I'm certain that Shopify will look into this slowdown and give it an in-depth consideration before the evident outcry goes a little overboard.

What about the Kit?

shopify kit

This is confusingly similar to Shopify Ping. The truth of the matter is, the two are intertwined to give you the most attainable results. In the most elementary terms, the Kit is more of your virtual assistant. 

Simply stated, the Kit is owned by Ping. So here’s what it does. It helps you run email campaigns, Facebook ads, do retarget campaigns, monitor your shoppable posts, and much more, from a single point. Surprisingly, the Kit has powerful integrations which are built to be assertive. It’s so dynamic in the sense that, it links to other Shopify apps.

This symbiotic relationship between your tools certainly gears up to optimize your marketing strategies. It has an in-built business assistant which automatically pushes notifications to answer frequently asked questions.

Shopify Live Chat Review: Pros

  • The tool is free. No hidden costs whatsoever
  • It’s mobile-friendly for iOS users(visitors)
  • Quick installation. Just a few clicks and you’re done.
  • Integrates your Shopify store with Apple Business Chat sales channel
  • Builds your relationship with customers via the Shopify Ping

Shopify Live Chat Review: Cons

  • It limits you from gaining access to message updates from your Shopify’s dashboard. Unfortunately, you have to download the Shopify Ping app which is available on the iOS store only.
  • It doesn't save your previous customers’ credentials. This makes all your new messages be sort of anonymous or spammy, to say the least. 

Shopify Live Chat Review: So what are the alternatives? 

Tidio Live Chat

Tidio is primarily a live chat solution built to streamline communications between customers and merchants without leaving the site. With this productive app, you can promptly reply to your customers’ queries in seconds. The most pleasing fact about Tidio is that it’s a free tool yet has premium-like features. 

If the free basic plan isn’t exhaustive and at par with your needs, you can upgrade to the paid Communicator plan. 

Tidio’s Communicator Plan 

For only $15 per month, you get elevating and gladdening features which help you get the best out of your e-commerce store. So what makes it achieve bigger strides than the free plan? 

The major perk with the paid plan is that you get to see all new visitors who are already typing a message, in real-time. This is kind of proficiency is so rewarding, considering how fulfilling it's to reply to your customers as soon as the notification hits your chatbox.

But that’s not the end of it.

The Live Visitor list also shows which country each potential customer comes from. Just in case you don’t know how to utilize this kind of distinctive information, here’s the deal. This lets the merchant work with accurate demographics. This option tirelessly works in the same fashion as the popular Google Analytics to show you where most of your website’s traffic is coming from. 

What’s the end result?

You make data-driven decisions while budgeting for campaigns to make outstanding conversions from your target audience. In other words, you’ll know exactly which locations to put more focus on while tweaking your campaign options.

This last option triumphs quite strikingly. Tidio allows you to see all the viewed pages alongside the number of visits and the specific date, accordingly. Take your product pages, for instance. You can discern between those which spark more attention and the pages which get the least of it.

Lastly, Tidio allows 3 administrators to log in simultaneously on this plan. If you need to add a fourth operator, you just need to part with €10.

Tidio’s Chatbots Package

This plan is specially designed to boot up your conversions. It’s mostly CRM (Customer Relationship Management) oriented to hype up your store’s interaction with the already existing, and potential customers, both in equal measure. You must know that building leads and managing sales only need well-structured tools which analyze your customers’ historical data.

This lets you hang on the most accurate forecasts, and sharpens the predictability of your visitors’ shopping habits. You need to take an edge on the leads. Such signals are good odds worth so much attention. Tidio, not only integrates with Shopify, but with a couple of other CRMs like HubSpot, Zendesk which we'll look into in a moment, and Salesforce.

The price of this plan also goes for $15 a month. In a nutshell, it gives you access to three stunning features. First off, it has an option to help you out with cart abandonment issues. In just a click of a button, you can send messages to customers who’ve left without completing the checkout. 

Second, to the above, you can automate loyalty messages to keep your returning customers in your pockets. This amazing option allows you to recalculate your steps by letting you fill your chat box with special offers to your most valuable customers. Goes without saying that this is a proven strategy to increase your sales. The best part of it all is building your customers’ trust in your products. 

Just in case you’re out of reach, Tidio auto-replies all your notifications, which seems to be a cool alternative to manage your business even when you’re in the ‘Do Not Disturb’ mode, for lack of a better phrase. 

This package has indomitable hosting speed and capacity, I must say. It gives you space for 5000 unique visitors. For a starter, this is sort of bountiful and cuts above the bare expectations.

Aside from the pre-eminent Shopify, Tidio syncs with other big buddies like Magneto, WordPress, Wix, PrestaShop, BigCommerce, and Site123, the list goes on.

Zendesk  Live Chat

Just like Tidio, Zendesk is a live chat app which lets the merchant be plugged-in to clear conversations with customers. If you don't trust my words, you can give its free trial version a shot.

What makes this tool to yield better results is its user-friendliness and compatibility. It's responsive on both mobile devices and via the web. As you know, creating a personal connection with your customers boosts the likelihood of making sales which are pretty up to the mark.

Well, Zendesk helps you out with such objectives by helping you reach out to customers in real-time. Since it's practical to track your pages here, you can automate push notifications, for example, when your customers get stuck at the checkout. In an unrelenting extent, this is a rigid solution to engage your customers while they're shopping.

Zendesk goes an extra mile to give you market-driven insights which help you make well-informed decisions for your business' productivity. Its live chat analytics tool allows you to gauge your customers' satisfaction and gives you pointers on areas which you need to make adjustments on.

As a merchant who's selling on a dynamic channel such as Shopify, you typically need to work round the clock. For this reason,  Zendesk allows you to reply to multiple conversations, all at the same time. What's more engrossing is its pre-chat option which lets a merchant request for the visitor's information even before they start a conversation. The offline forms, on the other hand, lets the customers reach you for assistance even when you're not available.

Since it keeps a track of all the activities happening on your site, Zendesk generates a clear-cut Visitor list which shows the total number of unique visitors and the most viewed pages. In furtherance of that, this platform uses a chat rating system. It exceedingly improves your stores perfomance by helping you collect feedback from users. In so doing, you can spot areas which you need to reconcile.

So what's the price?

Zendesk's pricing is flexible for both small businesses and those at an enterprise level. Each plan comes with a free trial. Let's check them out. The Lite plan is typically free. It comes with the earlier discussed chat rating solution and stores your entire chat history for a period of 30 days.

The Team plan goes for $14 per user, per month. This lets you customize your widgets and send 2 target-oriented triggers to your customer base. The package connects to public apps and gives you an unlimited space to store all your chats. Zendesk has a Professional plan which costs $29, just in case you feel like 2 triggers aren't enough. It doesn't limit the merchant on the number of triggers and has a conversion tracking option.

Unlike the preceding plan, this particular package hooks you up to private apps and creates well-analyzed reports from your chats' history. Lastly, the most premium of them all is the Enterprise plan. You need to part with $59 per agent, per month so at to utilize its salient features. It gives you access to a real-time monitoring dashboard and a 24/7 live chat support.

Shopify Live Chat Review: Final Say

Judging by the manner how this tool operates, it could be the only chatting app you need to engage with your customers at a personal level. If you need to heighten your sales, your relationship with your site's visitors ought to prevail. Considering everything, Shopify's live chat seems like a relatively competent tool to help you out with such tasks.

Alternatively, the likes of Tidio, Zendesk, and Live Chat can equally give you up to standard perfomance while interacting with your customers.

Shopify Chat Rating: 4.5 - Review by

Desirae Ojdick

Desirae is a passionate freelance copywriter, guest blogger, and a content creator. She takes her time to study all current trends related to the e-commerce industry.