It’s no secret: choosing the right live chat software can make or break the customer experience in ecommerce. 

With hundreds of options promising AI, automation, and omnichannel capabilities, separating hype from real value requires more than surface-level comparisons.

So, for this list of the best live chat apps for ecommerce success, we evaluated dozens of platforms through a practical lens — speed, integration depth, AI performance, pricing transparency, and how well each solution supports ecommerce-specific use cases like abandoned cart recovery, real-time product questions, and post-purchase support. 

We focused on tools used by brands that rely on measurable outcomes, not just features.

What follows is a curated selection of the 8 best live chat apps in 2025. Each tool on this list meets the standards of usability, scalability, and performance that ecommerce businesses actually need — backed by verified data, client usage, and market traction.

What is the Best Live Chat for Ecommerce?

So, what is the best live chat for ecommerce? It depends on your goals — sales, support, or automation. 

To answer this properly, we went beyond feature lists. We analyzed demos, real user reviews, and how each tool performs in ecommerce scenarios like cart recovery, product inquiries, and multichannel support.

But before we break them down one by one, here’s a quick comparison table.

Platform	Based in	Founded	Size	Our Verdict
1. LiveChat	Wrocław, Poland / Boston, USA	2002	~300	Best overall and for those seeking the best AI live chat services
2. Intercom	San Francisco, CA, USA	2011	1,600+	Best for high-growth ecommerce companies prioritizing AI automation
3. Zendesk Chat	San Francisco, CA, USA	2007	Thousands globally	Best for enterprises needing centralized support with full-stack automation
4. Drift	Boston, MA, USA	2015	~560	Best for B2B ecommerce brands focused on lead generation and sales velocity
5. Gorgias	California, USA	2015	201–500	Best for ecommerce stores seeking revenue-driven support with Shopify integration
6. Tawk.to	Las Vegas, NV, USA	2010	~142	Best for ecommerce teams needing free, scalable live chat systems
7. Tidio	Szczecin, Poland	2013	180+	Best for growing ecommerce shops that want automation without complexity
8. Freshchat	San Mateo, CA, USA	2017	Thousands globally	Best for ecommerce brands using Freshworks tools or needing omnichannel coverage

Based in: Wrocław, Poland | Boston, USA
Founded: 2002
Size: ~300 employees

LiveChat is an AI-powered live chat software built for real-time customer engagement, sales acceleration, and scalable support. Designed to serve everyone from small ecommerce sites to global brands, it blends human assistance with intelligent automation. As a pioneer in live chat systems, LiveChat is considered the best live chat for ecommerce.

Founded by Mariusz Ciepły (now CEO), the company — publicly traded as “Text” on the Warsaw Stock Exchange — operates independently and reports over $75 million in annual revenue. Among AI live chat tools, LiveChat stands out for its hybrid chatbot-agent setup, robust integrations, and enterprise flexibility. After all, over 35,000 companies, including McDonald’s, ING, PayPal, Pandora, IKEA and other big names use LiveChat to boost sales and streamline customer service directly on their websites.

Top Features:

• AI-assisted replies, intent detection, and smart routing
• Real-time conversation summaries for agents
• Seamless integration with over 200 tools including Shopify, Salesforce, and HubSpot
• Omnichannel messaging (WhatsApp, Facebook Messenger, website widget)
• Advanced analytics with staffing prediction and campaign performance
• Customizable chat widgets and branding options
• Secure architecture: SSL encryption, two-factor authentication

Pricing:

• Starter: $24/month per agent
• Team: $49/month per agent
• Business: $69/month per agent
• Enterprise: Custom pricing (~$149)
• AI chatbot: ~$50/month add-on

Awards: 60+

Client Review: “Unlike other platforms, who focus only either on AI or human support, LiveChat is a blend of both. It seamlessly handles repetitive tasks and complex tasks are accelerated to human agents without obstructing the conversational flow.”

LinkedIn: https://www.linkedin.com/showcase/livechatcom

Our Verdict: Best overall and for those seeking the best AI live chat services.

2. Intercom

Based in: San Francisco, CA, USA
Founded: 2011
Size: 1,600+ employees

Intercom is an AI-first customer service and messaging platform designed to unify live chat, support automation, and engagement into one intelligent system. Unlike simpler tools, Intercom supports deep automation through its Fin AI Agent, robust workflows, and omnichannel outreach across WhatsApp, Instagram, Facebook, SMS, and more.

Founded by Eoghan McCabe (CEO), Des Traynor, David Barrett, and Ciaran Lee, Intercom has grown into one of the most powerful platforms in the space. Intercom’s revenue exceeded $320 million and is trusted by Shopify and Sotheby’s.

Top Features:

• Fin AI Agent ($0.99 per resolution) with human-like responses
• Workflow builder for routing, tagging, and SLA management
• Omnichannel inbox (chat, email, social, etc.)
• Product tours and interactive onboarding
• Real-time customer tracking and behavior triggers
• Deep integrations with Salesforce, HubSpot, and more

Pricing:

• Essential: $29/seat/month
• Advanced: $85/seat/month
• Expert: $132/seat/month
• Additional costs for AI resolutions and product tours

Awards: TrustRadius “Best Feature Set” and Forbes Cloud 100 list

Client Review: “Intercom is amazing for seamlessly blending live chats, chatbots, and in-app messaging. The AI-powered bots are a game-changer for lead qualification and instant answers.”

LinkedIn: https://in.linkedin.com/company/intercom

Our Verdict: Best for high-growth ecommerce companies prioritizing AI automation and multichannel support.

3. Zendesk Chat

Based in: San Francisco, CA, USA
Founded: 2007
Size: Thousands globally (part of Zendesk Inc.)

Zendesk Chat, part of the Zendesk Suite, provides live chat capabilities inside a fully integrated support platform. Built for scale, it handles everything from refunds and queries to complex ticketing with smooth omnichannel flow. Its pre-trained AI agents handle common requests while human agents step in when nuance matters.

Founded by Mikkel Svane, Alexander Aghassipour, and Morten Primdahl, Zendesk has grown into a top SaaS brand. Though acquired by private equity in 2022, it remains one of the most recognized live chat software for websites and customer success teams.

Top Features:

• Pre-trained AI agents with tone adjustment and multilingual support
• Centralized workspace combining chat, email, phone, and messaging
• Intelligent routing and SLA management
• Advanced automation and macros
• Integration with major ecommerce and CRM platforms
• Real-time dashboards and conversation insights

Pricing:

• Suite Team: ~$55/agent/month
• Suite Growth: ~$89/agent/month
• Suite Professional: ~$115/agent/month
• Enterprise: Custom pricing
• Free trial available

Awards: Frequently ranked among best live chat software for enterprise use

Client Review: “Zendesk is a nice and centralized way of sorting issues we get through live chats or email tickets. The UI is clean and easy to steer, and automation helps save time.”

LinkedIn: https://www.linkedin.com/company/zendesk

Our Verdict: Best for enterprises needing centralized support with full-stack automation.

4. Drift

Based in: Boston, Massachusetts, USA
Founded: 2015
Size: ~560 employees

Drift is a conversational marketing platform that redefined how live chat online is used — not for support, but for sales. It skips traditional forms and queues, allowing high-value prospects to connect instantly with reps. Drift’s AI agents qualify leads, suggest next steps, and even book meetings.

Founded by David Cancel (CEO) and Elias Torres, Drift has raised over $170 million and boasts a $99 million annual revenue run rate. It is often chosen by B2B ecommerce businesses looking to capture and convert sales opportunities in real time. For companies focused on pipeline acceleration, Drift stands out as one of the best live chat for ecommerce with high-ticket sales.

Top Features:

• AI chat agents with real-time Fastlane qualification
• Meeting scheduling embedded in chat
• CRM and MAP integrations (HubSpot, Marketo, Salesforce)
• Conversational landing pages
• Smart routing and team handoffs
• Sales pipeline attribution and ROI dashboards

Pricing:

• Free basic plan
• Premium tiers unlock AI qualification, calendar booking, and analytics
• Custom pricing available

Awards: Forbes Cloud 100, LinkedIn Top Startups, NEVCA SaaS Company of the Year

Client Review: “Drift defines what companies should be using chat software for—not just live chat but conversation marketing that nurtures ongoing relationships.”

LinkedIn: https://www.linkedin.com/company/drift

Our Verdict: Best for B2B ecommerce brands focused on lead generation and sales velocity.

5. Gorgias

Based in: California, USA
Founded: 2015
Size: 201–500 employees

Gorgias is an AI-powered live chat and helpdesk system tailored for ecommerce. It integrates deeply with Shopify, Magento, and BigCommerce, giving support agents full visibility into customer orders, purchase history, and shipping status directly within the chat interface. Gorgias is more than a live chat service — it ties customer communication to revenue, helping brands track support impact on sales.

Founded by Romain Lapeyre (CEO) and Alex Plugaru (CTO), the company has raised $129 million and hit $69 million ARR in 2024. Its usage-based pricing and ecommerce-first features make it a strong option for stores balancing volume and automation.

Top Features:

• AI agent resolving up to 60% of routine tickets
• Proactive live chat campaigns that drive conversions
• Deep ecommerce platform integrations with real-time order updates
• Omnichannel inbox for email, SMS, chat, voice, and social
• Self-service widget for FAQs and order tracking
• Ticket-based automation rules and macros

Pricing:

• Starts at $10/month for 50 tickets
• Add-ons for voice, SMS, AI, and automation (usage-based)
• AI agent pricing varies by interaction volume

Awards: Recognized for innovation in ecommerce support; $530M valuation (2024)

Client Review: “Gorgias is a powerful and user-friendly platform that can help businesses of all sizes provide better customer service and support. It’s simple to use, and the Gorgias team is always ready to assist.”

LinkedIn: https://www.linkedin.com/company/gorgias

Our Verdict: Best for ecommerce stores seeking revenue-driven support with deep Shopify integration.

6. Tawk.to

Based in: Las Vegas, Nevada, USA
Founded: 2010
Size: ~142 employees

Tawk.to is the only completely free live chat software for business that doesn’t skimp on features. It supports unlimited agents, unlimited chats, and unlimited websites — all at no cost. With real-time monitoring, message filtering, and mobile access, Tawk.to powers conversations for millions of businesses globally.

Founded by Robert D’Assisi (CEO) and Shankar Karuppiah (CTO), the company generates revenue from optional paid services like white-label branding or human agents-for-hire at $1/hour. For startups and lean ecommerce teams, Tawk.to offers the best live chat for ecommerce when affordability is the top priority.

Top Features:

• Free unlimited live chat for websites with no feature restrictions
• Customizable chat widgets with brand elements
• Real-time visitor tracking and proactive chat triggers
• Multi-language and multi-channel support
• Secure encryption and agent performance analytics
• Optional hired agents and white-label upgrades

Pricing:

• Core platform: Free
• Remove branding: $12/year
• Hired agent service: $1/hour

Awards: 98% customer satisfaction; widely recognized for inclusive support model

Client Review: “I was looking for a quick and easy live chat software to integrate into my WordPress site, and Tawk was flexible, easy to use, and fast to set up.”

LinkedIn: https://www.linkedin.com/company/tawk-to

Our Verdict: Best for ecommerce teams needing free, scalable live chat systems with optional upgrades.

7. Tidio

Based in: Szczecin, Poland
Founded: 2013
Size: 180+ employees

Tidio is an AI-based customer service platform designed for small to midsize ecommerce businesses. It combines live chat online, automation, help desk, and AI support through its proprietary agent, Lyro. Tidio handles up to 67% of inquiries autonomously, improving response time and reducing ticket volume.

Co-founded by Tytus Gołas (CEO), Tidio has grown into a fast-scaling global platform with offices in San Francisco and Warsaw. Its lightweight design, Shopify-native features, and responsive mobile app make it one of the best live chat for ecommerce stores with moderate complexity and growth goals.

Top Features:

• Lyro AI agent that automates up to 67% of customer questions
• Unified inbox for chat, Messenger, WhatsApp, Instagram, and email
• Visitor tracking and behavior-based proactive messages
• Lead generation tools: pre-chat surveys, forms, automation flows
• Real-time chat insights and agent performance tracking
• Integrations with Shopify, Zapier, WordPress

Pricing:

• Free plan available
• Starter and business plans (custom pricing upon request)
• 14-day free trial for all features

Awards: Forbes “30 under 30” for CEO Tytus Gołas; recognized for rapid SaaS growth

Client Review: “It’s incredibly easy to use, and the built-in AI assistant is a huge asset. It ensures our website visitors get instant help even outside working hours.”

LinkedIn: https://www.linkedin.com/company/tidio

Our Verdict: Best for growing ecommerce shops that want automation without complexity

8. Freshchat (now part of Freshdesk Messaging)

Based in: San Mateo, California, USA
Founded: 2017 (Freshworks founded in 2010)
Size: Thousands globally

Freshchat, developed by Freshworks, is a live chat solution optimized for omnichannel support across web, mobile apps, and social media. It features Freddy AI — its no-code chatbot system — and lets support agents manage conversations from a single inbox. Freshchat integrates natively with Freshdesk and Freshsales, offering a seamless suite for support-driven ecommerce brands.

Freshworks was founded by Girish Mathrubootham (CEO) and Shan Krishnasamy, and is on track to reach $1B in annual revenue. For ecommerce brands already using the Freshworks ecosystem, Freshchat offers tight integration and excellent performance.

Top Features:

• Freddy AI chatbots for 24/7 customer automation
• Omnichannel inbox (live chat, Messenger, Instagram, WhatsApp, email)
• Proactive customer engagement based on site behavior
• Agent workload management and SLA tracking
• Real-time analytics and customer satisfaction metrics
• Built-in CRM and support ticketing with Freshdesk

Pricing:

• Volume-based pricing tiers
• 14-day free trial
• Paid plans include advanced AI, automation, and integrations

Awards: Recognized globally for innovation in omnichannel customer service

Client Review: “I love the chatbot. It interacts until it can’t help, then escalates to a human—very customizable.”

LinkedIn: https://www.linkedin.com/company/freshchat

Our Verdict: Best for ecommerce companies already invested in Freshworks tools or needing full omnichannel coverage.

Final Thoughts

Choosing the best live chat for ecommerce isn’t just about features — it’s about fit. 

While LiveChat leads for its balance of AI, speed, and scalability, each platform here brings unique strengths. 

Whether you need automation at scale (Intercom) or a zero-cost option (Tawk.to), the right tool depends on your specific growth stage and workflow. Start with your core needs, then match them to what each platform actually delivers — not only what it promises!