Live chat converts visitors into buyers. Customers with chat access convert 40% more than those without. Here’s how to add live chat to your Shopify store and use it effectively.
Shopify Inbox (Free Built-In Chat)
Shopify has a free live chat tool called Shopify Inbox. Install it from the App Store and it adds a chat bubble to your store. Features include:
- Chat from your Shopify admin or mobile app
- Automated greetings based on what page the customer is on
- Instant answers to common questions (FAQ automation)
- See customer’s cart while chatting
- Send discount codes directly in chat
Third-Party Live Chat Apps
- Tidio — excellent free plan, AI chatbot included, email + chat in one
- Gorgias — best for DTC brands, integrates with all Shopify data, handles email + chat + social in one inbox
- Zendesk — enterprise customer service platform
- Re:amaze — good mid-market option with chatbots and self-service portal
Set Up Proactive Chat Triggers
Don’t wait for customers to initiate chat. Set up proactive triggers:
- “Can I help you find the right size?” — on product pages after 30 seconds
- “Need help with your order?” — on checkout after 60 seconds of inactivity
- “Do you have any questions before checking out?” — when cart value is above your average order value
Use Chatbots for After-Hours Coverage
You can’t staff chat 24/7. Chatbots handle common questions when agents are offline:
- “Where is my order?” — integrate with order tracking
- “What’s your return policy?” — FAQ response
- “Do you ship to [country]?” — country check from shipping settings
Most platforms (Tidio, Gorgias) include basic chatbot builders. For complex flows, use Tidio’s Lyro AI or Gorgias AI.
Chat Best Practices
- Respond within 2 minutes during business hours
- Use chat transcripts to identify common customer pain points
- Close conversations with a “Is there anything else I can help with?” prompt
- Track chat-to-purchase conversion rate to measure impact
