Top eCommerce Live Chat Outsourcing Agencies, Services, Providers & Companies in 2023
With top eCommerce sites like Amazon blazing the trail to personalized customer experiences, online shoppers are impatient with poor website customer experiences.
Because of sites that use smart technology for personalized experiences, consumers have been taught to expect similar interactions with other eCommerce sites like yours.
They expect fast, personalized service, and if they don’t get it, they will go someplace else and you’ll lose the sale.
It’s got to be easy to buy from you, and hard to abandon the checkout process.
Enter live chat services.
For eCommerce stores specifically, live chat functionality is a high-ROI growth area. What used to be a nice-to-have, now 69% of shoppers demand.
This article shares a list of the top eCommerce live chat agencies, outsourcing companies, services, and providers.
What Is an eCommerce Live Chat Agency?
An eCommerce live chat company provides live chat software and a team of chat agents that answer your customer’s questions on your website as they're browsing, with the aim of converting visitors into leads. Chat agents are somewhat like sales reps in brick and mortar buildings.
Live chat works to increase conversions because visitors are attended to immediately, and all their questions addressed. This allows your website to become an interactive tool for up to 24 hours a day.
In addition, live chat services are able to track, optimise and provide reports back to you, to enable continual website journey improvements.
Types of Live Chat Agencies
Types of agencies include human live chat agents, AI (Artificial Intelligence) and a hybrid model (a combination of human agents assisted by AI).
How to Choose a Live Chat Service
Although a live chat platform can dramatically increase your website conversions, if not done properly, it can harm your business.
As with all services, not all live chat services are equal...
Here are quick tips to help you choose the right real time live chat software and outsourced agents:
The software should not require the visitor to enter contact details before engaging.
AI is helpful when combined with human chat agents, but pure chat bots should be avoided.
The software should be customisable to match your brand.
The agency must provide analytic reports.
The agents must be able to answer your visitor’s questions, so ideally, they should be skilled in your particular industry.
Agents must provide chat responses in the language of your choice, and must be able to write properly, so do check where agents are located or if they are native.
Agents must be able to provide the right response the first time. Live chat must be easy, not hard.
Make sure to work with a chat provider that has a clear ROI and a history of demonstrated success. There are enough qualified companies out there that you shouldn’t go with someone that can’t show you a clear measurement of ROI historically, and how they will track that for you going forward.
Go through the list of live chat service providers below and see which ones offer what you are searching for, and compare pricing.
As an added bonus, here’s a live chat guide by Helpflow to ensure you make the best choice.
Top eCommerce Live Chat Outsourcing Agencies, Services, Providers & Companies
Truly one of its kind and the only eCommerce live chat service built for eCommerce specifically, HelpFlow’s 24/7 live chat team of agents reduces cart abandonments and is guaranteed to drive more sales. They work with 100s of eCommerce stores and have built robust experience in the space. Not only do they integrate live chat throughout your website, but they also predict checkout abandonments and engage with prospective buyers who would otherwise have permanently ditched their cart. Live chat is even added to abandoned cart emails which lead to increased sales. If you’re focused on driving conversions along with a great visitor experience, HelpFlow is the way to go.
DeskMoz
DeskMoz provides a managed 24-hour customer support team to assist your customers or prospects over email, phone, video calling, Facebook Messenger and screen sharing, and integrates through Zapier with more than 1500 apps. With a strong focus on integrations and customer experience, DeskMoz is a great option to consider for eCommerce websites built on Shopify, Magento, BigCommerce, Wordpress, etc.
Tawk.to
By adding a small Javascript to your website, Tawk.to offers forever free live chat and customer support ticketing. In addition to live chat software, th ey provide live chat agents for an additional cost.
Live Chat Agent
Live Chat Agent is a lead generation service; they supply the software for your website and the agents to engage with visitors to secure real-time qualified leads. All metrics are tracked and measured via your Google Analytics.
Chat Agents
Specialising in auto dealers, law firms and dental clinics, Chat Agents offers 24-hour chat agents whose mission it is to convert your website visitors. Regardless of if your visitors are browsing via mobile app, tablet, iOS or Android, Chat Agents can serve your customers on any platform.
The Chat Shop
The Chat Shop combines AI technology with human agents to deliver efficient, tech-driven responsiveness and warm human interaction to engage with visitors. Their chat window solution store has engaging live chat features such as chat history, file-sharing, CTA buttons, pre-chat forms, and more.
Smith.Ai
Smith.AI is a 24-hour receptionist service that uses humans and technology to take calls and messages via social media and text. In addition, they offer customer engagement with ecommerce business website visitors. The team screens callers, books appointments and automatically sends new leads to your CRM.
Help Squad
Help Squad offers a 24-hour team of customer support agents via live chat, SMS text, or Facebook Messenger that serve as an extension of your team in order to increase customer satisfaction, purchases, and sales. If you are looking for a plug-and-play customer service agent solution, then this is a great option to consider.
Peak Support
Peak Support provides outsourced customer service support via chat, text, social media and email.
Leads By Chat
Multiply your leads with Leads By Chat, which is geared for smaller businesses and engages with your visitors for a certain period of time each day.
Live Chat Monitoring
Live Chat Monitoring provides chat agents 24/7 for your website and on Facebook Messenger. Includes proactive messaging based on which page your visitor is on.
ChatMarshal
ChatMarshal offers 24-hour live sales chat agents assisted by AI to turn your website into a complete sales and customer service tool.
ChatOutsource
With 0% downtime and serving all industries, ChatOutsource provides industry-specific chat agents for ticketing and escalation, and to turn visitors into sales leads.
Want to learn more?
Still need more information before making a choice, check out this Definitive Guide to Live Chat for Ecommerce which will help educate you to make an even better buying decision.