The quality of customer service is one of the most important aspects you should take care of in order to maintain a strong brand reputation. This is something that can be relatively “manageable” in a physical store; however, in an online store, which is open 24 hours a day and receives much higher traffic, delivering fast and efficient service to your customers becomes considerably more complex.
For this reason, there are highly advanced customer service tools available to help you offer fast, effective, and continuous support. Today, we present a listing of the 11 best solutions on the market, a selection based on the assessment of 58 industry experts (we have especially highlighted and marked with ⭐ the sponsored options from Marketing4eCommerce partners). This vertical is part of our 2025 Ecommtech Guide, which you can download for free at the following link 👇
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These are the 11 best chat tools for eCommerce:
Oct8ne is an innovative visual chat tool (livechat, chatbot, and messaging) that is transforming the way eCommerce stores interact with their customers.
With an intuitive interface, its visual support enables you to show and recommend products or services in real time, provide personalized assistance both with human agents and through its chatbot, significantly boosting sales and customer satisfaction.
It is integrated with platforms such as WhatsApp, Instagram, and Facebook, making it easier to connect with customers through their preferred channels. This versatility allows for efficient and centralized management of conversations, ensuring seamless and personalized communication across all touchpoints, thereby further enhancing conversion opportunities. And now, with the ChatGPT integration, it delivers an ultra-personalized and seamless experience through the chatbot as well.
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Zendesk is a customer service platform that centralizes conversations from multiple channels, including email, live chat, social media, and phone.
It allows you to manage tickets, automate responses using AI, create help centers and knowledge bases, and offer self-service options. It includes real-time analytics, intelligent routing, customized forms, and automated workflows.
Integrates with platforms like Shopify, Slack, and Salesforce.
Freshdesk is the agentic AI solution for modern customer service. The platform unifies support requests from email, chat, social networks, phone, and more. It allows you to create and manage tickets, automate workflows, use predesigned responses, and assign tasks by agent or team. It includes a knowledge base, self-service bots, customizable reports, and configurable SLAs.
Integrates with tools such as Slack, Shopify, and external CRMs, making it easy to centrally manage support from a single interface.
LiveChat is a live chat and customer service tool that helps businesses improve their sales processes.
It offers multiple features, including tagging chats to provide context and improve statistical reports, automated responses to frequently asked questions, chat storage with a search and filtering system, file drag and drop for user sharing, service rating systems, and the ability to transfer conversations to another chat, among others.
Gorgias Live Chat allows you to integrate real-time chat directly into online stores such as Shopify or PrestaShop, linking customer service with order history and user behavior. It offers automated responses, intelligent ticket assignment, and predefined templates. You can view and edit orders from the chat, send proactive messages based on visitor activity, collect data, and measure team performance from a centralized dashboard.
This is a Spanish startup distinguished by its chatbot builder in a no code format, allowing you to create and manage a bespoke bot without any programming knowledge. It is an ideal solution for small businesses that do not have sufficient capital to afford large development teams.
The chatbots are active 24/7, conversational, and respond instantly across various channels such as WhatsApp and Messenger from one single location. You can also integrate your CRM via Zapier, Webhooks, or directly with Salesforce. All products are available for free trial, and you may continue with a basic plan at no cost.
Among the many solutions provided by Woztell, a WhatsApp Business Solution Provider since 2019, we highlight its live chat with agents, unlimited numbers and channels; pre-designed and fully customizable chatbots with which you can automate conversations; WhatsApp Cloud, a cloud programming interface that enables connection between WhatsApp and other systems with unlimited users, devices, and numbers; the ability to send and receive messages directly in Zoho Cliq, automatically incorporating such information into Zoho CRM, among many other possibilities.
Aunoa develops bespoke Conversational Artificial Intelligence solutions for large D2C companies in services or products, seeking automation of inquiries, procedures, and processes in order to achieve cost optimization, operational efficiency, and enhanced customer experience.
It simplifies client-business communication by offering guidance and proactive advice. It provides customized solutions with advanced technologies, from Conversational AI to WhatsApp Marketing, through multilingual and multichannel solutions integrated with major commercial platforms (CRM, CMSs, Contact Center).
Bots Lovers is a Madrid-based startup that, leveraging artificial intelligence, designs bots, voice, and text assistants for companies requiring customer service improvement, cost reduction, and process automation.
It allows you to connect with existing customer service platforms to instantly collect customized information (Zendesk, Intercom, Salesforce, etc.), but you may also incorporate their own. It responds through any channel (social networks, Skype, Amazon, etc.), 24 hours a day and in the customer’s language.
Through Bots Lovers, you can obtain verification for your social networks, thereby increasing users’ confidence.
Chat Center is a conversational commerce platform that centralizes multiple messaging channels—like WhatsApp, Facebook Messenger, Telegram, and even website chat—into a single shared inbox.
It enables you to integrate, without code, online stores (Shopify, VTEX, Tiendanube) and CRM, offering a 360° view of each client. It incorporates bots and chatbots configurable via a visual editor and flow templates, with automatic responses for frequently asked questions.
The platform supports mass messaging such as WhatsApp Marketing campaigns and cart abandonment recovery. Its automation system manages the automatic assignment of conversations and contact tagging and also provides capabilities for surveys, quick replies, and file sharing. In addition, it features a real-time dashboard for monitoring agents and performance metrics.
It provides integration with over 9,000 applications via Zapier/Make and mobile access for responding from anywhere.
Zowie delivers a complete system for managing customer support in eCommerce via multiple channels. Its AI Agent module centralizes chat, email, voice, social media, and more within one platform, using technologies such as Zowie X2, Decision Engine, and Reasoning Engine to deliver precise responses and adapt to your brand’s tone, from simple queries to complex flows. It also features proactive chat, detecting key moments—such as cart abandonment—and automatically sends messages to retain users.
Supports up to 175 languages and integrates seamlessly, without coding, with CRMs, order systems, and other tools. It includes a live dashboard for monitoring interactions, automating FAQs, and configuring flows using triggers. The Inbox module organizes and assigns tickets with AI, while Zowie Voice enables conversational support by phone and web, unifying all channels into one integrated experience.
While we have chosen what we consider to be the best tools available, there is an extensive list of chat, livechat, and chatbot solutions among which you may find what you need. These, listed alphabetically, include: 1millionbot, Airship, Aivo, Alive5, Arkibot, Beepy Chatbot, Centribal, Chatra, Chattigo, Chat-tonic, ClickDesk, Cliengo, Continual.ly, Crisp, FreshChat, Freshdesk, Froged, Gorgias, HelloMyBot, Helpscout, iAdvice, Inbenta, Infobip, Intercom, JivoChat, JoinChat, Kapture Chat, Livebeep, Liveperson, Luzia, Messagebird, Olark Live Chat, RocketBot, SalesIQ, SendPulse, Serviceform, Tawk, Tidio Chat, Trengo, Trippeto, User.com, and Whisbi.
Photo: ChatGPT and Canva.
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