Have you been that weary shopper browsing through a website, seeking that perfect product without an idea of where to start? Suddenly, a “ping” catches your attention, and a lively chat window opens. Meet your friendly eCommerce chatbot!

Powered by live chat solutions, these intelligent chatbots are here to weave their magic, making the eCommerce experience more engaging and user-friendly. This article will cover our top chatbot-enabled solutions to simplify your selection process.

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Article Roadmap

• Best Ecommerce Chatbots
  • LiveChat
  • LiveAgent
  • Crisp
  • Freshdesk Messaging
  • Drift
• Chatbot Examples
• Next Steps

Best Ecommerce Chatbots

Let’s dive into our list of the best eCommerce chatbots on the market:

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LiveChat

Our first example is LiveChat, a powerful customer support tool allowing businesses to interact with website visitors and customers in real time. It has multiple capabilities, like providing instant assistance, answering queries, offering support to enhance customer engagement and driving sales.

Monitor customer communication status from a single dashboard.

Highest Rated Modules According to Our Data

• Chat Widgets — 100
• Agent-To-Agent Chat — 100
• Gather Customer Feedback — 100
• Configure Offline Behavior — 100
• Chatbot Customization — 100

Top Benefits

• Improve Lead Generation: Address pre-sales queries instantly to alleviate doubts and help potential customers progress their buying journey. Employ automated chatbots that can ask qualifying questions. Capture visitor information like name, email address, budget and timeline to assess for potential leads.
• Strengthen Customer Support: Initiate conversations with website visitors in real time. Handle multiple chats simultaneously to reduce response times and ensure timely assistance. Integrates with various communication channels to provide a seamless support experience.
• Minimize Costs: Real-time communication between customer and support agent reduces follow-up interactions and escalations. Eliminates agent intervention by seamlessly integrating with knowledge bases and self-service portals.
• Access a Free Trial: Try for free for 14 days.

Primary Features

• Pre-Chat Survey: Gather relevant customer information before the chat session begins. Add fields to collect other relevant information like order numbers, account details and specific product inquiries. Agents can skip the initial questioning phase and immediately address customer queries or concerns.
• Sensitive Information Masking: Protect sensitive data during live chat interactions with support agents. Mask sensitive information such as credit card and social security numbers or passwords while chatting. Automatically replaces sensitive content with asterisks (*) or other symbols.
• Chat Routing: Direct incoming customer chat queries to the most appropriate support agent. Set up customizable rules for chat routing based on multiple factors (customer location, language preference, the nature of the inquiry and product).
• Pre-Built Chatbot Templates: Create chatbots via pre-built templates that cover various use cases like FAQs, order tracking, lead generation, appointment scheduling and more. Customize chatbot templates to match the company’s specific needs and branding.
• Canned Responses: Save and reuse pre-written responses for FAQs or common customer queries. Access and send predefined and standardized messages during live chat interactions. Organize these responses into categories or folders based on their purpose or use case.

Limitations

• Missing modern ticketing system interface.
• High pricing structure.

Features Not Fully Supported According to Our Data

• Chat Translation — Supported With Partner Integrations.
• Co-Browsing — Supported With Partner Integrations.
• Video Calling — Supported With Partner Integrations.
• Customize Email Template — Supported With Additional Modules.

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LiveAgent

LiveAgent provides comprehensive customer support and help desk software that streamlines customer service operations with a ticketing system, social media integrations and automation tools.

Monitor ongoing performance using real-time data.

Highest Rated Modules According to Our Data

• Email Forwarding — 100
• CRM Integration — 100
• Data Import and Export — 100
• Emoji Support — 100
• Video Calling — 100

Top Benefits

• Facilitate Communication: Collaborate, seek assistance from team members and share important information about customer queries through internal notes and agent-to-agent chat. Transfer chat conversations to the relevant team or department seamlessly. Set up customizable notifications for new chat requests, incoming emails and other relevant events.
• Boost Conversion Rate: Guide visitors toward making a purchase decision. Reach out to website visitors and offer assistance at critical points in their buying journey. Offer relevant information to nurture conversions. Integrating with tools like CRM systems and eCommerce platforms streamlines the sales process.
• Improve Customer Service: Manage and track queries via email to ensure no requests go unnoticed or unresolved. Initiate proactive chat invitations, contacting website visitors and offering assistance before they ask for help. Automation tools and canned responses let support agents efficiently handle routine queries.
• Strengthen Data Security: Prevent unauthorized access to sensitive information exchanged between customers and support agents with data encryption protocols like SSL. Supports two-factor authentication to add an extra security layer by requiring additional authentication codes.

Primary Features

• Internal Notes: Share insights, discuss potential solutions and seek assistance from the team to improve support quality. Provide valuable contextual information for other team members by adding internal notes to tickets.
• Assigning Chats: Automate chat assignments based on agent skills, workload, availability, language proficiency, specific departments and more. Avoids overloading agents and maintains optimal response times.
• Chat History: Store customer chat history and transcripts. Refer to previous chats to provide context and personalized assistance when a customer returns with a follow-up question.
• Target Messages: Send automated chat invitations based on predefined rules and triggers. Target specific visitor behavior like time spent on a page, pages visited or cart value. Create and execute targeted chat campaigns to reach specific user groups.
• Chat Transcript: Capture and maintain interactions between customers and support agents. Transcripts include dates and times, customer and support agent details, ticket IDs and chat session duration. Team leads can use these chat transcripts for training and quality assurance purposes.

Limitations

• Some say the user experience (UX) needs improvement.

Features Not Fully Supported According to Our Data

• Real-Time Text Messaging — Supported With Partner Integrations.
• Interactive Voice Responses — Supported With Custom Development.
• Payment Processing Integration — Supported With Partner Integrations.
• A/B Email Testing — Not Supported.
• Voice Messaging Capability — Not Supported.

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Crisp

Crisp is a customer messaging platform that engages with prospects via communication tools like SMS, Messenger, Telegram and email. The system provides CRM integration features to store and manage customer information, making it accessible during live chat interactions.

Communicate with users without external tools required. Source

Highest Rated Modules According to Our Data

• Voice Messaging — 100
• Banning Website Visitors — 100
• Create Contact Profiles — 100
• Browser Tracking — 100
• In-App Notification — 100

Top Benefits

• Increase Leads: Ask specific questions to determine user needs, interests or intent to help identify potential leads for further engagement and follow-up. Lead capture forms prompt users to provide contact information directly through the chat interface.
• Boost Customer Engagement: Share documents and screenshots to facilitate more detailed discussions and issue resolution. Customize chat greetings to create a warm and welcoming environment. Set up proactive chat invitations via specific triggers, such as time spent on the website or pages visited.
• Improve Efficiency: Handle common queries and FAQs, and automate responses to free up agent time for more complex tasks. It supports communication across various channels, including live chat, email, social media and SMS. Centralize customer interactions within a single platform to simplify management and reduce the need to switch between different tools.
• Try for Free: Get a 14-day free trial without inputting credit card information.

Primary Features

• Custom Dashboards: Customize widget layout and arrangement through the drag-and-drop interface. Adjust the widget size to fit the screen and view more or less information as needed. Personalize dashboards to display specific information and metrics users find most valuable.
• Workflow Rules: Rules like conditions, triggers and actions define how the system should respond to specific scenarios. Set up triggers to respond to certain events like new chat initiation, mention of a specific keyword and more.
• Multi-Language Support: Automatically translates messages to facilitate smooth communication despite language differences. Define preferred language in user profiles, allowing them to receive chat messages in their selected language.
• Pre-Built Reports: Export reports to formats like PDF and CSV for further analysis. Let users customize time periods to view report data. Provide different report categories covering chat analytics, agent performance, customer satisfaction, chat volume and more.
• Push Notification: Provide real-time notifications to support agents and website visitors. Sends instant alerts and reminders to facilitate immediate communication and engagement. Quickly access and respond to chat messages without constantly checking the dashboard.

Limitations

• Not possible to create user segments.

Features Not Fully Supported According to Our Data

• Export Reports — Not Supported.
• Ticket Time-Tracking — Supported With Partner Integrations.
• Helpdesk Software Integration — Supported With Partner Integrations.
• Custom Reports — Not Supported.
• Payment Processing Software Integration — Supported With Partner Integrations.

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Freshdesk Messaging

Freshdesk Messaging is cloud-based software that automates customer interactions, improves response times and enhances customer support efficiency. It can create and deploy AI-powered chatbots to handle routine customer queries and FAQs.

Engage customers across any channel from a single platform. Source

Highest Rated Modules According to Our Data

• Webhooks — 100
• Data Import and Export — 100
• Ticket Management — 100
• Pre-Built Reports — 100
• Multi-Language support — 100

Top Benefits

• Facilitate Customer Engagement: Foster immediate engagement by responding promptly without waiting for a live agent. Engage with businesses and receive support anytime, regardless of time zone and location. Streamline customer engagement by automating ticket creation, follow-up emails and data updates.
• Improve Productivity: Manage multiple channels from a centralized dashboard to streamline communication. Automated workflows allow users to manage incoming chats, assign tickets to agents, send follow-up messages and perform other routine tasks. The collaborative team inbox allows multiple agents to collaborate and handle incoming queries.
• Increase Lead Generation: Gather essential lead information like names, email addresses, phone numbers and specific queries via lead capture forms. Valuable data and analytics on chat interactions, lead engagement and chatbot performance help businesses identify patterns, optimize lead generation strategies and improve lead qualification processes.
• Try a Free Trial: Start a free 21-day trial.

Primary Features

• Role-Based Permission: Assign predefined roles to support agents and team members based on different job functions and responsibilities. Each role comes with specific permissions and access levels.
• White Labeling: Customize branding elements such as logos, colors and fonts to create a consistent look and feel that aligns the chat experience with the overall brand identity. Create personalized greetings and messages that reflect the company brand voice and style.
• Ecommerce Software Integration: Embed chat widgets on individual product pages for customers to inquire about specific products, pricing and more. Assist with order status, tracking, returns and other order-related queries without leaving the eCommerce platform.
• Export Reports: Export reports on individual agent performance, including the number of chats handled, average response times, customer satisfaction ratings for each agent and more. It also provides visitor behavior insights such as the number of unique visitors, returning visitors and engagement rates.

Limitations

• High pricing.
• Some users reported issues with technical support.

Features Not Fully Supported According to Our Data

• Agent-To-Agent Chat — Supported With Partner Integrations.
• Lead Qualification — Supported With Additional Modules.
• Agent Collision Detection — Supported With Partner Integrations.
• A/B Email Testing — Supported With Additional Modules.
• Custom Email Template — Not Supported.

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Drift

Drift is a conversational marketing platform that helps businesses improve customer engagement, lead generation and sales conversions through real-time conversations. It facilitates personalized and instant communication for businesses to connect with their customers in a more conversational and human-like manner.

Personalize welcome messages to engage with customers.

Highest Rated Modules According to Our Data

• White Labeling — 100
• Push Notification — 100
• File Sharing — 100
• Email Notification — 100
• Chat Transfer — 100

Top Benefits

• Increase Sales Conversions: Predefined chat flows allow businesses to provide consistent and engaging conversations that lead prospects toward making a purchase. The automated meeting scheduling feature lets prospects book appointments directly with sales representatives.
• Boost Customer Experience: Provide a conversational approach to make interactions feel more natural and human-like. Gather relevant information to create a tailored experience. Transfer conversations to human agents to resolve complex queries.
• Minimize Costs: Automate routine inquiries to reduce support agent workload. Real-time engagement prevents the escalation of problems that could lead to more significant support expenses. Self-service options allow users to find answers to questions independently without agent assistance. This process reduces the number of support tickets and lowers costs.
• Improve Productivity: Multitasking increases agent productivity and allows them to assist more customers in less time. Conversational playbooks or automated message workflows guide agents through specific interactions or sales processes.

Primary Features

• Agent Profiles: Create individual profiles for support agents or sales representatives. Include basic personal information about each support agent, like their name, profile picture and job title. This feature shows the agent’s current availability status, indicating whether they’re online and ready to engage or offline.
• Referral Source Tracking: Track the referral source or URL that brought the visitor to the site. Referral sources can include search engines, social media platforms, other websites, email campaigns, paid advertisements and more. Records and captures referral data, associating it with the visitor’s chat session.
• Built-In Chat Analytics: Display the overall chat volume to view chat interaction frequency over a specific period. It can also highlight trends in chat activity, such as peak chat hours and changes in chat traffic over time.
• Banning Website Visitors: Identify and log unwanted user IP addresses and other relevant information. Block unwanted users from initiating any future conversations. Prevent disruptions to chat support and sales operations by banning unwanted users.

Limitations

• Can’t create an omnichannel chat experience.
• The enterprise-level pricing needs negotiation.

Features Not Fully Supported According to Our Data

• Video Calling — Supported With Partner Integrations.
• Real-Time Text Messaging — Supported With Partner Integrations.
• Agent Collision Detection — Supported With Partner Integrations.
• Voice Messaging — Not Supported.
• Merging Multiple Tickets — Supported With Partner Integrations.

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Chatbot Examples

Below are examples of some of the most effective eCommerce chatbots deployed by popular brands across the industry.

Levi

Integrating an AI chatbot into its Virtual Stylist program allowed this retail brand to create a personalized and interactive shopping experience for its customers. The AI chatbot engages with customers, asking them about their style preferences, favorite clothing items and occasions they typically dress for.

It creates a personalized style profile based on responses and the customer’s past purchase history.
Customers can ask the chatbot for outfit suggestions based on specific items they own or plan to purchase. The chatbot provides fashion advice on how to pair Levi’s jeans with different tops, jackets or accessories.

Chatbots play a huge role in driving business growth across various industries, including retail and eCommerce. Many companies are adopting chatbots to enhance customer interactions and streamline business operations.

The global chatbot market size was valued at $5.4 billion in 2023 and is predicted to reach $15.5 billion by 2028, at a compound annual growth rate (CAGR) of around 23.3%.

The integration of AI chatbots in virtual stylist programs showcases the potential of these technologies to revolutionize the fashion industry’s customer experience.

H&M

H&M, a multinational retail brand, designed a chatbot specifically for the Kik messaging platform. Unlike the traditional question-and-answer chatbot for customer queries found on their main site, this chatbot serves as a virtual stylist.

It uses multiple-choice questions to tailor clothing options that perfectly fit each user’s preferences. It presents two different outfit style photos and, through swift interactions, swiftly assembles a unique and bespoke style for the individual.

Customers can see all their outfit choices come together, and are provided with the complete ensemble’s total price.

Ebay

The eBay ShopBot is a virtual shopping assistant chatbot that enhances the online shopping experience. Leveraging AI and NLP, it acts as a personal shopper to guide users through their shopping journey.

It analyzes user interactions and browsing behavior to suggest relevant items from eBay’s vast inventory. It also assists users with order tracking, real-time updates on shipment status and offers follow-up updates.

The eBay ShopBot exemplifies how a chatbot for eCommerce can act as a valuable virtual shopping assistant, providing personalized recommendations, assisting with searches, tracking orders and offering a seamless shopping experience.

Casper

Casper, the sleep and mattress company, introduced the Insomnobot3000 as an innovative eCommerce chatbot to engage with customers during late-night hours and provide a unique shopping experience.

The company recognized that many people struggle with sleeplessness, and late-night hours can be lonely and isolating. They created this friendly bot to engage with individuals during these hours while educating them about the importance of sleep.

The chatbot provides sleep tips, quizzes and advice to help users improve their sleep quality and create a sleep-friendly environment.

The company’s sole purpose was to increase brand visibility and create a positive association with its products. The Insomnobot3000 is a unique marketing tool that generates interest and engagement around Casper’s sleep-related offerings.

Nivea

Nivea deployed a basic chatbot on its website and social media platforms to provide personalized skincare product recommendations. It asks questions about skin type, concerns and preferences to suggest the most suitable products.

With the virtual try-on feature, the chatbot lets customers virtually try on different skincare products, such as creams and makeup, using their device’s camera. By focusing on each individual need, Nivea created a personalized experience that drives sales and customer engagement.

Lego

Lego, a globally recognized toy brand, was the first toy company to introduce chatbots for eCommerce. Lego created Ralph, a Messenger chatbot, some years ago to drive sales during Christmas.

Ralph skillfully segmented customers into categories through direct questions related to their region, age range, interests and budget. This information allowed the chatbot to make tailored recommendations, suggesting the best-matched LEGO product for each customer.

The purchasing process was straightforward — customers simply had to click on Ralph’s suggestions, and the chosen LEGO set landed directly in their shopping basket. Compared to other eCommerce chatbots, Ralph’s simplicity was a standout feature that helped drive sales and generate a positive ROI.

Additionally, you can check out this page to stay updated with overall consumer and market insights.
These examples demonstrate the benefits of a chatbot for eCommerce businesses and how to use them differently.

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Next Steps

We hope these eCommerce chatbot examples showcased in various industries demonstrate the significant impact chatbots can have on driving sales and revenue. These chatbots have enhanced the overall customer experience, providing tailored product recommendations and more.

Before you invest, though, it’s crucial to conduct an in-depth feature and functionality evaluation. Our free comparison report will help you identify the best-fit solution that aligns with your unique requirements.

What other eCommerce chatbot examples can you think of? Tell us in the comments below!