TL;DR: 

• Shipping can boost sales and loyalty. It influences how likely people are to buy, spend more, and come back again.
• Set your free shipping threshold a bit above your average order size. This encourages bigger purchases without hurting your bottom line.
• Smaller, right-sized packaging helps cut shipping costs. Avoid oversized boxes to save money on every order.
• Show clear delivery dates during checkout. This gives customers peace of mind and reduces abandoned carts.
• Offer easy returns and send automatic shipping updates. Customers stay happy and support teams get fewer “Where’s my order?” messages.

Your shipping strategy is more than just getting packages to customers. It's a revenue lever that influences conversion rates, average order value, and long-term loyalty.

Unexpected shipping costs are often the culprit when shoppers abandon their carts. When they return, it's because you delivered transparency and speed. 

This guide covers the tactics that turn shipping into a competitive advantage.

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1. Set a free shipping threshold 15-20% above your average order value

Free shipping is considered the number one factor in purchasing decisions. In fact, 73.9% say it's the most important factor when deciding where to buy, according to a 2024 Digital Commerce 360 data survey. However, offering it on every single order will be detrimental to your margins. 

The trick here is to set a threshold with a message encouraging customers to add more goods to their cart.

How to calculate free shipping: Calculate your average order value and then set your free shipping threshold 15-20% higher. For example, if your average order value is $60, offer your customers free shipping on orders above $75. By doing so, you encourage customers to make larger orders and don't have an extra cost burden of paying the shipping charge. 

2. Right-size your packaging to avoid dimensional weight charges

Carriers charge based on package size, not just weight — whichever costs more. This pricing means a lightweight item in an oversized box can cost 7x more to ship than necessary.

Audit your packaging and eliminate excess space. Use smaller boxes, vacuum-seal soft goods when possible, and minimize void fill. Every inch you cut from package dimensions reduces shipping costs without changing what you sell.

One brand saved 50% on shipping simply by reformatting their packaging strategy and reducing box sizes. That's money that goes straight to your bottom line.

3. Display estimated delivery times at checkout

People abandon carts because they are uncertain if the order will arrive on time. Showing clear delivery estimates at checkout is where building trust and reducing anxiety occur.

Give exact days of delivery such as, “Arrives by Friday, December 15” instead of “3-5 business days.” If you offer multiple shipping speeds, show the delivery date for each option so customers can make informed choices.

For international orders, set expectations about customs processing times. Surprise delays harm relationships more than longer shipping times.

4. Provide a range of shipping options with clear pricing

Offering two or three shipping speed options, such as standard, expedited, and express, will give customers control over their delivery experience. While not all customers require overnight shipping, those who do will cover the cost.

When feasible, use real-time carrier rates to show customers the exact cost of shipping and foster trust through openness. Use flat-rate pricing with distinct speed tiers if that is too complicated for your operations.

The secret is to match the urgency of the customer with their expectations. When purchasing a gift, someone needs it quickly. Someone replenishing necessities can wait. Give them a choice.

Read more: Ecommerce shipping made simple: Strategy, tools & tips

5. Use prepaid labels to make returns simple

Customers are deterred from making a purchase by a convoluted returns procedure. By making returns simple, you eliminate the largest obstacle to buying.

Give consumers pre-paid return labels so they can easily print, package, and deliver their returns. Yes, return shipping will cost you money, but you'll get repeat business and devoted customers. 

Use a self-service portal to automate your returns process so that customers can start returns, print labels, and monitor the status of their refunds without getting in touch with your customer service team.

According to Narvar, 91% of Fortune 50 retailers, 63% of D2C brands, and 52% of omnichannel sellers use online returns portals — making easy returns table stakes.

6. Send proactive shipping updates to reduce "Where's my order?" questions

“Where is my order?” (WISMO) tickets overwhelm support agents, consuming time that could be used to address more challenging issues. But when you take a proactive approach, these tickets are eliminated before customers think to ask.

At key moments of the fulfillment process, from order confirmation and shipping confirmation to the order being out for delivery, send automated notifications. Customers get their answers without the wait or hassle.

In the event that customers do contact you, use conversational AI to handle tracking inquiries instantly.

7. Use a multi-carrier strategy to optimize cost and speed

Don't make the mistake of always relying on one carrier for every shipment. Many carriers perform certain functions better than others. For example, USPS is great for lightweight packages, FedEx is best for express deliveries, and local deliveries are often provided by regional carriers.

We recommend shopping for the best rate on a per-order basis by comparing all of the rates offered by different carriers before making a final decision. You can automate this process with shipping software. 

As your shipping volume increases, be sure to negotiate rates with your carriers. Typically, increased shipping volume will result in lower rates. However, be sure to also have strong relationships with multiple carriers to protect yourself in the event that one of your carriers has unexpected delays.

Turn shipping into a competitive advantage

Great shipping doesn't just get products to customers—it builds trust, reduces support costs, and increases repeat purchases. Start with these seven practices, then optimize based on your customer feedback and order data.

Tired of WISMO tickets flooding your inbox? Gorgias automates shipping notifications and tracking updates so your team can focus on growing your business. Book a demo today.

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TL;DR:

• PayPal stands out as the best payment option for ecommerce because of its widespread use and easy integration.
• Shopify Payments suits small businesses well with its easy integration and straightforward use on Shopify.
• For enterprise businesses, Magento Payments provides a comprehensive solution to address complex payment processing needs.
• Customers tend to prefer on-site payment processing because they can complete their purchases right on the website, unlike off-site processing which requires payment to be completed on a third-party website.

There are a lot of different ecommerce payment options to choose from when setting up your online store. This guide will help you choose the right ones for you and your customers.

We’ll cover:

• The definition of payment gateways
• The things you need to consider when selecting an ecommerce payment platform
• 12 payment platforms for you to consider

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12 most popular ecommerce payment options businesses need to accept

To help you prevent high cart abandonment rates, we’ve narrowed down the best ecommerce payment options for 2023.

1. PayPal

Image Source: PayPal.

Pros: Most popular payment processor, leads to higher conversion rates than other payment platforms

Cons: High fees, payments can be held for up to six months

PayPal needs no introduction. It’s the biggest payment processing platform on the globe, with more than 254 million active users. What’s more, ecommerce stores using PayPal have 82% higher conversion rates than their competitors.

However, like everything else, PayPal isn’t perfect. Unlike some of the platforms we have on the list, it isn’t free. PayPal has pretty high fees that will vary from region to region. Of course, with enough volume this can be negotiated.

PayPal is also known for holding payments for up to six months. They aren’t exactly the sellers’ first choice, but with such a high market share, customers trust them which is why we’re ranking them number 1 on our list of payment providers. 

2. Shopify Payments

Image Source: Shopify. 

‎Pros: Integrates with the most popular ecommerce platform,

Cons: Not available in all countries

Second on our list is the payment gateway developed by Shopify. Since it’s the most widely used ecommerce platform in the world, it only makes sense that the company would create its own payment system.

Similar to WooCommerce Payment below, you can access Shopify Payments from your dashboard. Shopify Payments keeps your customers on your site, and is included with your plan.

As Shopify continues to evolve, they’ve also rolled out Shop Pay. It’ll allow customers to store their billing and shipping details, and in turn, make the checkout process a lot quicker.

3. Magento Payments

Pros: Offers customization and flexibility for enterprise-level needs

Cons: May require technical expertise to unlock full capabilities

Magento has been around for more than a decade at this point. Based on their experience with online merchants, the company has launched Magento Payments, a platform that can help you reduce operational complexities, lessen costs, and improve conversions.

Furthermore, with a merchant account, Magento Payments gives you an all-in-one solution that streamlines the payment process for you and your customers. It eliminates the need for 3rd-party account management, additional expertise, or subscription costs.

4. Big Commerce

Pros: 55+ payment gateways

Cons: Varying transaction fees

With cost-effective price plans and customizable options, this SaaS platform works perfectly for small ecommerce stores and mid-sized business owners. It offers more than 55 pre-integrated payment gateways to ecommerce sellers from all over the world.

At the moment, the payment option is available in almost 100 countries. It’s also available in more than 140 world currencies. The setup is also perfect for beginners: you just need to click a single button, and you start accepting credit card payments from all of the major players. 

5. Visa Checkout

Image Source: CloudApp.

Pros: Accessible to customers worldwide

Cons: Limited to users on Visa

If many of your shoppers are Visa holders, Visa checkout should be the most obvious payment solution for you. Considering the fact that there are more than 21 million Visa Checkout users across the globe, it’s a safe bet that some of your visitors might prefer this payment option. 

With this option, Visa users won’t have to fill in their personal information. They’ll be able to enter their credit card information, and they’ll be able to finalize the purchase. Visa Checkout can potentially increase conversions by 42%. A little convenience can go a long way. 

6. Square 

Pros: Well-suited for companies with brick-and-mortar and online stores

Cons: High transaction fees

Most users associate Square with POS payments, however, the company offers ecommerce payment processing services as well. By using their API, your website will be able to accept a number of payment methods from this list, including Google Pay and Apple Pay.

And that’s not all. Square can also make things easier for your customers additionally, by allowing them to create their own profiles. That means they won’t need to input their login data every time they want to purchase something from you. 

If you’re already using Square POS, adding them to your website may be a natural fit.

7. Stripe

Image Source: Stripe.

Pros: Low operating costs, suited for ecommerce stores

Cons: Day-to-day management requires more technical know-how

Besides on-demand marketplaces and crowdfunding campaigns, Stripe works perfectly for people that have their own stores as well. More than 1,000 of ecommerce stores have managed to build their business around Stripe. 

According to research commissioned by Stripe, companies using the platform have been able to increase their revenue by 6.7% during the first year of business. Compared to others, Stripe users also have 24% lower operating costs. 

Stripe is so trusted, that Shopify Payments is built on it. 

8. ProMerchant

Pros: Transparent pricing plans

Cons: Limited contactless payment options

This Massachusetts-based company offers a number of processing solutions to its customers. One of their most popular products is an ecommerce payment platform that's free to use. There are no upfront costs when you’re accepting card payments. 

The company uses Authorize.net as their payment gateway platform. This allows you to be as flexible as possible. With ProMerchant, your store will be able to accept payments from a number of different companies, including Mastercard, Visa, and Discover. 

9. Amazon Pay

Pros: Connects to Amazon, large customer base

Cons: Long registration process

Millions of people use Amazon to buy products every single day. There’s no reason not to try and turn some of these people into regular customers? By using the Amazon Pay platform, you’ll allow Amazon users to shop on your website without jumping through hoops.

For many people, the registration process takes too much time. They don’t want to enter their information, come up with a password, and wait for a confirmation email just to buy something. Remove all of these barriers with Amazon Pay. 

10. Apple Pay

Pros: Most accessible to North American customers

Cons: Limited to Apple users

Nearly two-thirds of Americans use Apple products. For most of them, their Apple product doubles as a digital wallet. Naturally, they use their Apple accounts to pay for products on websites that accept it. 

Apple Pay makes things incredibly easy for iPhone owners by leveraging touch identification and allowing users to pay for products with literally a single touch. If you want to get a piece of the action, then consider this platform.

Apple Pay, like Google Pay, makes mobile checkout almost instantaneous, and is already included with many payment providers. 

11. Google Pay 

Pros: Large customer base, easy payments for Android users

Cons: Not adopted by all merchants

Millions and millions of people already have their data saved on Google accounts. That’s why the biggest tech giant in the world has created its own payment platform. If you’re targeting a large user base, it can’t get larger than this.

Additionally, Google offers top-notch security that will make the consumers feel safe at all times. The platform can help you set up a loyalty program, offer gift cards, and various other discounts for most-loyal buyers.

12. WooCommerce Payment

Pros: Directly integrates with WordPress

Cons: Limited to US customers

Let’s round it off with a built-in integration. If you’re a WooCommerce user with no intention of changing your platform, then this could be the right solution for you. WooCommerce payment allows you to manage your finances swiftly and safely. 

You don’t have to learn anything new, either. You can safely use the plugin from the safety of your dashboard.

The benefits of payment gateways in ecommerce

Payment gateway technology is used by store owners to accept credit and debit cards from shoppers. In a traditional sense, the term refers to both physical, card-reading devices found in stores and payment processor apps, typically found on ecommerce websites. However, in this post, we’ll only talk about the latter. So any time we mention a payment gateway, we’re talking about an online application. 

Why do small businesses need payment gateways?

• They make the checkout process easier
• They keep customers’ information safe

1. They make the checkout process easier

Have you ever tried to buy an item only to find out that the purchase process is overly complicated and not worth your time? There’s a good chance you did. Most shoppers come across this problem more often than you think.

That’s why shopping cart abandonment rates are still considerably high. This March, more than 88% of shoppers in the United States have filled their virtual shopping carts, only to abandon them completely, before finishing the transaction. 

If you want to decrease your cart abandonment rates, allow your customer to make purchases easily, and improve your revenue, you need a good payment gateway. It will remove any possible barriers, make the process feel intuitive, and lessen the need for customer support.. 

2. They keep customers’ information safe

Every day, thousands of people have their credit card numbers leaked, identities stolen, their bank accounts drained. For that reason, most shoppers are mainly concerned about preventing ID theft.

Recent studies indicate that around 1 in 5 online shoppers have had their identity stolen at some point in their life. Because of this, around 40% of consumers will only buy products from well-known websites. 

If you want to attract new customers, you need to make them feel safe.

The best way to do that is to use a payment service that will keep their sensitive information completely safe. Your system needs to have proper encryption along with other security features. Being transparent about your security measures can also help. 

How to choose a payment gateway for ecommerce: 3 considerations

There are dozens if not hundreds of payment platforms for you to choose from. If you’re opening an online store for the first time, you’re probably not sure what to look for. We want to explore the common options you have to you.

When selecting a payment gateway for your ecommerce business, there are three specific things you should keep your eye on.

1. On-site and off-site processing

The first thing you need to think about is whether you want your shoppers to leave your website or not. 

For example, PayPal, one of the biggest payment solutions out there, requires users to leave the merchant’s website in order to finish their payment process. You can pay a fee to make sure the payment is processed without requiring shoppers to go to an external site. We highly recommend choosing a payment option that will keep uses on your site.

2. Types of payment methods

Different companies have different payment methods. Besides debit and credit card processing, there are plenty of other options including gift cards, financing, cryptocurrencies, and many more 3rd-party options. 

In order to know what will work best for you, getting familiar with your consumer base is a must. See what payment methods your visitors prefer and only then make a choice. 

3. Customer protection and security

We simply can’t stress enough the importance of data protection. If the payment platform you’ve started using has experienced data leaks, then the consumers might not be too keen on doing work with you. 

Moreover, you should make sure that the platform you’re using doesn’t come with any hidden monthly fees. The safety of your consumers should be your number one priority.

Improve the customer experience

Now that you’re familiar with the best ecommerce gateways, you can improve the experience of your customers, help them finish their purchase in a matter of seconds, and grow your store, without managing cart abandonment rates all the time. 

So let’s recap:

• Payment gateways are there to make the purchase process easier
• Without the right payment platform, your shoppers will feel insecure
• Select a platform based on your needs

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In the past, the best way for online stores to grow was to spend heavily on paid advertising. The thinking: get your brand in front of an audience, and sales will just… happen.

But this ecommerce growth tactic is outdated because paid advertising has become outrageously expensive, and many shoppers make purchasing decisions based on customer experience and trust, not ad spend.

Before you dedicate an enormous growth budget to paid customer acquisition, read our guide for more sustainable, customer-centric tips to grow your online store.

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12 sustainable ecommerce growth strategies for brands

1. Determine KPIs, and reverse engineer your strategy from those metrics 
2. Create a long-term SEO plan to rule Google search results
3. Establish a social media presence to generate more website traffic, social proof, and sales
4. Invest in customer service as your top customer loyalty program
5. Implement live chat to boost customer satisfaction and sales
6. Automate time-consuming tasks
7. Find profitable niches to expand your business
8. Form relationships with influencers in your industry
9. Pick the right digital payments platform for your store
10. Use ecommerce advertising to expand your reach (but carefully)
11. Realize the power of email marketing
12. Create a conversion rate optimization (CRO) plan

1. Determine KPIs, and reverse engineer your strategy from those metrics 

You can’t really develop an ecommerce growth strategy without knowing how to know what needs improvement. Without solid key performance indications (KPIs) as a benchmark (and a signal on where to improve), your growth strategy will be little more than guesswork. Pause on the “growth hacking” until you have solid data.

Measuring your KPIs can help you answer questions like: 

• What made your store successful in the first place? 
• What efforts haven’t been paying off?
• What revenue-boosting strategies work best? 

KPIs every ecommerce business should track fall into four distinctive categories: 

1. Monetary indicators: Tracking profit and revenue and increasing return on investment 
2. Customer indicators: Regulating the number of former, current, and future customers
3. Purchase indicators: Analyzing people that have attempted or made a purchase 
4. Conversion indicators: Assessing the number of people that have converted

Any customer service platform worth the price will help you track key KPIs. Gorgias, for example, provides revenue statistics, real-time support performance data, and up-to-date customer satisfaction (CSAT) scores. 

Benefits of tracking ecommerce KPIs

Tracking KPIs requires you to acquire new tools, learn how to use them, and train your employees. Is tracking KPIs really worth your investment? Here are a few reasons why tracking KPIs is worth the effort:

• Provides you with a complete, objective overview of your goals and progress
• Gives you a benchmark for your current ecommerce sales, conversion rate, and more 
• Gives you the ability to make more informed decisions based on data
• Allows for a evidence-based employee management and evaluation
• Guides you to new ways to optimize brand exposure, lower bounce rates, improve click-through rate (CTR), and more

Want to know more about tracking ecommerce KPIs?

Keeping track of performance can help you bring your business to new heights. If you’re interested in knowing more about KPIs, how they can help you, and which ones to track, read our guide to ecommerce KPIs. 

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2. Create a long-term SEO plan to rule Google search results

Organic search (when people use a search engine like Google) is the #1 source of traffic for ecommerce. One of the reasons for this is the fact that people, especially young people, actively ignore paid Instagram and Facebook ads. (Plus, those tactics are wildly expensive.)

That’s why your store needs search engine optimization (SEO). Specifically, you at least need to optimize your homepage and product pages to ensure your store is a top Google results when people are online shopping for the kinds of products and services you sell. 

And, if you have the bandwidth, consider launching a full-fledged content marketing program (with blog posts and other educational content) to get even more eyes on your ecommerce site.

While most SEO refers to Google searches, online stores also have to think about marketplace SEO. If you sell on Amazon, for example, you’ll want to optimize your product descriptions to show up at the top of relevant search results. 

Check out Amazon’s SEO guide for more information.

Benefits of ecommerce SEO 

Is SEO really that great of a marketing campaign? Do its benefits apply to small businesses? Let’s take a look at some of SEO’s biggest benefits:

• Allows you to stay competitive despite the increasing number of new ecommerce brands
• Lets you compete with large corporations despite a modest marketing budget
• Helps you bring a steady stream of shoppers to fill your marketing funnel (in other words, attract potential customers)
• Significantly lowers your pay per click (PPC) costs while allowing you to continue attracting customers
• Creates lasting (and compounding) value, whereas paid ads quickly become irrelevant and ineffective

Want to know more about ecommerce SEO?

You can optimize your ecommerce website for search with a few quick wins, but the best SEO strategies are long-term marketing investments that compound over time. Check out our posts on ecommerce SEO:

• 10 Step Guide to Ecommerce SEO
• Shopify SEO Guide: How To Optimize Your Shopify Store for Organic Traffic
• How to Boost Sales with Blog Content for Ecommerce Brands

3. Establish a social media presence to generate more website traffic, social proof, and sales

A 2021 Forbes survey of 6,000 shoppers found that about two thirds of shoppers use social media as part of their online shopping routine. They either discover a brand through its social posting, check out the Instagram for product photos, or look through customer conversations in the comments.

Check out how CROSSNET uses social media cross-marketing to grow their audience:

Not only can social media persuade your target demo that you’re the right store for them but it can also expose your business to customers you didn’t even plan on targeting. In addition to retail sales growth, it will help you expand to markets you haven’t even thought about.

Benefits of social media marketing

Of course, having a page/profile on all of the more popular social media platforms is a must nowadays. But should you continuously invest in social media marketing? Consider this:

• Brings in more traffic to your website and increases online sales in the process
• Increases conversion rates by helping you create relationships with followers
• Builds trust with your target demographic and boosts brand loyalty
• Leads to better customer satisfaction rates through direct dialogue (when you perform social media customer service)

Want to know more about social media marketing for ecommerce?

If you want to read further about how your store could benefit from social media marketing or know more about the best strategies, we recommend you read our article on the topic. There, you’ll find out everything you need for a winning social media strategy. 

4. Invest in customer service as your top customer loyalty program

Without your customers and their loyalty, your business wouldn’t exist. Simple as that. Focus on providing incredible customer service, and you’ll see increased customer satisfaction, more testimonials and customer referrals, and higher retention and repeat purchases from cusotmers. 

32% of shoppers say they would no longer shop with a brand they loved after one bad experience, according to PwC’s Future of CX report. You don’t have to worry about “delighting” every customer. But you do have to provide quick, effective service (and a great customer experience) to build trust and keep customers from shopping with your competitor. 

Want to learn more about growing through customer experience? Check out our CX-Driven Growth Playbook, a compilation of 18 tactics from top ecommerce brands to raise your revenue by up to 44%.

Benefits of ecommerce customer support 

Without a question, investing in customer support is a must. Here are some of the benefits you can expect when you start investing in providing a great customer experience through service:

• Gives you a direct communication channel with shoppers (to receive feedback and product reviews) 
• Establishes a reputation as a caring brand that takes good care of shoppers
• Provides a chance to upsell customers (when the time is right)
• Gives you a chance to answer questions, handle objections, and remove any other barriers to a sale
• Integrates easily with other channels, especially intimate and high-touch channels like text marketing
• Lowers shopping cart abandonment rates significantly and helps with cross-selling efforts  

Want to know more about ecommerce customer service?

Your business heavily depends on a great customer experience (and customer satisfaction rates staying high). While chasing after new customers may seem like the fastest way to grow, investing in customer service is your best bet for sustainable growth.

Check out our guide on customer service best practices for more strategies. 

5. Implement live chat to boost customer satisfaction and sales

Live chat is one of the best ways to provide in-context, efficient customer service. We also find that Gorgias customers who use live chat can increase conversion rate through the channel by proactively offering discount codes

Live chat also allows your customer service agent to serve multiple customers simultaneously. And, when you use self-service portal and chat contact form, you can offer live chat support even when you don’t have a human agent to staff the channel. 

Here’s how shoppers can use the self-service portal to answer their questions — in this case, track and update their order — without interacting with an agent:

Benefits of live chat for ecommerce 

Unlike physical stores, most online stores provide limited communication options to their visitors. A customer can’t just walk up to you and ask you a question. Live chat offer that. And live chat can facilitate sales, just like a physical attendant who can answer questions and give product recommendations in the moment. Here’s what can live chat do for you:

• Saves your customer service agents and buyers precious time
• Enables customer service agents to serve several people at the same time
• Gives shoppers relevant recommendations and solutions to their problems (unblocking sales)
• Proactively reaches out to customers during the checkout process to reduce cart abandonment
• Provides additional options for customer self-service

Want to know more about live chat for ecommerce?

Live chat bridges the gap between real-world and online retail by enabling you to help your customers in real-time. 

Read our piece on how live chat can increase sales on your online store.

6. Automate time-consuming tasks

As your business grows, you’ll only take on more time-demanding tasks. On their own, these tasks are harmless. However, they can quickly swell and distract you from higher-impact projects in your growth strategy.

Thankfully, tasks like customer segmentation, order tracking, and many parts of your digital marketing (like creating social media posts) can all be automated. With the right tools by your side, you’ll ensure that your business stays profitable. 

That’s why 89% of businesses already automation some parts of their growth tactics, according to a 2019 survey from Automizy.

Benefits of ecommerce automation

Small tasks can consume a lot of your time. What can you do with all of that free time? Here’s what ecommerce automation does for you:

• Helps you manage your inventory much easier and ship products faster
• Offers better customer experience with better response time, shipping, and returns
• Allows you to focus on more complicated aspects of your operation and improve ROI
• Improvers customer service with automated letters and email responses to inquiries
• Makes social media marketing a lot easier by scheduling posts on multiple platforms

Want to know more about ecommerce automation?

Ecommerce automation is a broad topic. You can automate elements of your digital marketing, your customer service, your administrative tasks the build up here and there. 

Take a look at out our guide on ecommerce automation for further reading.

7. Find profitable niches to expand your business

In ecommerce, a niche is a specific segment of the retail market’s target audience interested in a particular product type. Niches can be narrow and wide. A wide niche would be beauty products and a narrow niche would be male, eco-friendly care products.  

Some of the top ecommerce niches in 2022 include:

• Next-generation beauty products
• Next-generation phone accessories
• Vape products
• Lighting decor
• Tools and hardware supplies

If you want to expand your business, it would be smart to find a particular niche to target. These are trending niches, but you should expand wherever is most relevant to your existing brand and customer base. By targeting a specific group of customers over the long haul, you can more easily establish yourself as the go-to brand. 

Benefits of finding a profitable ecommerce niche

Trying to please everyone is a recipe for disaster. Finding a niche and sticking to it will help your business with: 

• Attracts a group of people that is willing to pay more and stay loyal to a brand
• Helps you stand out among your competitors by having a more unique (and desirable) offering
• Lets you stay on top of current trends and staying in touch with young consumers
• Lowers your costs of advertising and helping attract new people more easily

Want to know more about profitable ecommerce niches?

Expanding into a new niche is no small decision. You have to ensure the expansion makes sense for your existing customers and brand, as well as your future growth goals.

Check out our guide on choosing a niche for more information.

8. Form relationships with influencers in your industry

According to 2021 Statista data, nearly 35% of social media users were either likely or extremely likely to purchase a brand’s product or service because an influencer promoted it. Ecommerce influencers are one of the best ways to increase exposure for new products (or to new audiences).

Below, you can see how Princess Polly partnered with an Instagram influencer with over 11,000 followers to increase brand awareness and bolster social proof:

These people are the ones you need to partner up with. Regardless of your ecommerce industry or the niche you’re targeting, certain influencers can help you improve sales. 

Not even your geographical location makes a difference. There are influencers in North America, Latin America, and even in the Asia-Pacific region — there are plenty of high-impact influencers in China. There are also influencers on every social media platform, from TikTok to LinkedIn.

Working with an influencer can expose your brand to the global ecommerce market and boost your marketing efforts beyond your wildest dreams. If done correctly, partnering with an influencer can expand your social reach, ensure growth, and improve your bottom line. 

Benefits of teaming up with influencers

Although “influencer marketing” is a recent phenomenon, people have been using the influence of others to sell products for decades. Another way marketers describe this is “social proof.” Here’s what you can expect from it:

• Builds trust between you and your customers in a short period of time
• Gets more people to know about your store, offering, and brand message
• Helps your content strategy reach new levels and attract more people than ever
• Provides content and value to your target demographic on a regular basis
• Reaches audiences you haven’t even thought about and sending them your way 

Want to know more about influencer marketing for ecommerce?

Influencer marketing is one of the best growth hacks for ecommerce stores, thanks to the wide reach of influencers and the impact they can have on brand exposure and product awareness. 

Check out our guide on ecommerce influencers for more information.

9. Pick the right digital payments platform for your store

Consumer behavior has changed drastically over the past decade. Just 10 years ago, a vast majority of consumers couldn’t imagine going shopping without any cash on them. Today, most people are more than glad to go cashless. 

According to 2021 data from Statista, digital wallets and credit cards are by far the most common ways to make purchases . Online payment apps like Venmo and Paypal aren’t far behind.

Merchants that want to expand their businesses need to offer seamless payment options to their customers. Having the right platform will speed up the entire purchase process for both local and international customers alike, all while making them feel 100% safe. Fortunately, Shopify, BigCommerce, and other major ecommerce platforms offer multiple payment options.

Benefits of having the right payment platform

What’s the preferred platform for your audience? That’s the question you need to answer. Here’s how using the right payment gateway helps your business:

• Allow customers to open accounts on your website without entering too much data
• Accept multiple payment methods through a simple, single integration
• Enable cross-border payments, helping you reach a worldwide consumer base
• Speed up transactions and increasing customer satisfaction rates in the process
• Increase security levels and helping you gain the trust of first-time customers 

Want to know more ecommerce payment platforms?

Offering the right payment methods could make or break user experience and customer trust. 

Check out our guide on ecommerce payments to learn more.

10. Use ecommerce advertising to expand your reach (but carefully)

Pay per click (PPC) advertising is a form of online advertising in which the business owner pays a certain amount of money every time a consumer clicks on their advertisement. 

There are plenty of platforms you can use to host your ads. This includes search engines like Google and Bing, social networks like Facebook and Instagram, as well as popular websites like TechCrunch and Search Engine Journal.  

Benefits of ecommerce advertising

SEO might be a more cost-effective way to market your business, but paid advertising is a great way for quick bursts of growth. Here are the benefits of paid ads: 

• Target highly specific groups of consumers
• Give you an additional source of website visitors besides SEO
• Help you track your ad spending exhaustively, to the last penny
• Save your money until you start seeing new visitors and real results
• Allow users to adjust their ad strategy and spending on the fly

Want to know more about pay per click?

For most players in ecommerce, paid advertising is a strong strategy. (Of course, it can never replace customer experience.) If you choose to invest heavily in pay per click advertising, you must make sure you understand your customers to advertise on the right platforms to the right targeted segments. 

Read our guide on ecommerce marketing for more information on the best ways to increase exposure and drive more sales.

11. Realize the power of email marketing

Even though some people think that email marketing is on a decline, that’s not even close to the truth. Failing to invest in email marketing would be a huge mistake. The fact of the matter is, without email, your sales, user engagement, and returning customer base would drop. 

In a 2020 survey from Litmus, four out five growth marketers said they’d rather give up social media than email. Email may be old-fashioned, but it’s not out-dated. You check your email most days, don’t you? 

With email, you’ll be able to directly reach your customers and serve them weekly content, without relying on social media algorithms. Not only that but with retargeting, you’ll be able to lower your cart abandonment rates significantly and increase conversions in no time.  

Benefits of email marketing for ecommerce 

Paying more attention to your email campaigns comes with a lot of pros and a very few cons. Here some of the benefits you can expect to experience:

• Gather actionable feedback from large groups of customers
• Send your subscribers fresh content weekly through newsletters
• Mail discount coupons and other rewards to loyal customers
• Retarget customers that have left your site without making a purchase
• Lower cart abandonment rates and reactivating inactive customers

Want to know more about ecommerce email marketing?

Is email marketing something you want to get into? Do you know how to start building a list of leads? What do you want to accomplish with your strategy? 

Take a look at our ecommerce email marketing best practices to learn the basics. 

12. Create a conversion rate optimization (CRO) plan

Ecommerce conversion rate is the percentage of website visitors that make a purchase. Have a low conversion rate? In the world of ecommerce, that’s nothing out of the ordinary. Most US ecommerce websites have a conversion rate between 1% and 2%. 

Of course, the rate varies greatly between different sectors. Some ecommerce niches have rates as high as 4.9% while others have as low as 1.4%. 

All of this doesn’t mean that you should be satisfied with your rate. Your website can always use some conversion rate optimization. How can you boost your conversion rate? In many ways actually, some of which include:

• Avoiding lengthy sign-up forms
• Allowing shoppers to buy without registering
• Placing CTA buttons in all of the right places
• Sending cart abandonment emails 

Don’t underestimate the power of CRO. By improving your conversion rate by a percent, you can double your revenue. 

Benefits of boosting conversion rates

Dedicating a certain amount of time each week to conversion rate optimization can make your business strategy more effective. But there are lots of other CRO benefits:

• Learn more about your regular customers and their shopping habits
• Boost store revenue by running ads based on your customer insights
• Lower customer acquisition costs and improving the average order value
• Improve SERP rankings and exposing your store to a brand-new audience
• Make more informed business decisions and taking only calculated risks  

Want to know more about ecommerce conversion rates?

Conversion rate optimization is a full-time job at some companies. But even if you can’t hire a CRO specialist, you can (and probably should) make a plan to ensure as many visitors as possible end up making a purchase.

Read our guide on ecommerce conversion rate to learn more about how to maximizes sales on your site.

13. Invest in product photography to improve sales

As an ecommerce store owner, your job is to sell products. And when customers can’t pick up and hold your products, your product images become paramount. 

Nowadays, consumers are being bombarded with visual content.  Social networks, streaming platforms, and forums, all thrive from visual content. With so much visual content on the Internet, consumers now ignore most things that don’t tickle their imagination right away.

The Social Ms reports that 67% of potential shoppers say image quality is an important. Think about it: would you trust a brand with low-quality product photos?

That’s why you need to take steps to ensure that your products are looking crisp. Whether this means hiring a professional to handle the work or taking things into your own hands is all up to you. Just make sure that your visuals are on high quality and show the product in its best light. 

Benefits of investing in product photography

Organizing a professional photoshoot is not a small task to tackle. A lot of time and money goes into photo sessions. Here are a few reasons why you need to focus on product pics:

• Allows consumers to have a better perception of your products
• Helps mobile shoppers have a better view of your product offering  
• Improves the speed of trust, making the shoppers trust you right away
• Increases the conversion rates by helping customers make quicker decisions
• Strengthens your business’ brand identity and separating you from competitors

Want to know more about product photography?

Product photography can be a significant investment, so it’s important to hire a great product photographer at the right time. 

Read our guide on ecommerce product photography to learn the smart approach to great product photos.

Provide the best customer experience possible to maximize ecommerce growth

Ecommerce growth is a complex beast. Whether you decide to invest in PPC, hire a product photographer, or start working on an email marketing strategy, one thing is certain: your customers always come first. 

You need to keep your customer service at a high level, in order for your business to continue growing. And you can’t possibly do that without the right tools.

Gorgias is a customer service platform built specifically for ecommerce. Gorgias users provide more efficient (and satisfying) customer service, generate more revenue, and get up-to-date support and revenue data from the tool. 

If you want to see how Gorgias can help your ecommerce business grow, check out our customer story on Ohh Deer, a small business that used Gorgias to generate $12,500 per quarter through customer experience. 

The post-purchase experience is a crucial window of time that starts the moment after a customer checks out and completes a transaction on your ecommerce store. Clicking “buy” is not a finish line in the customer relationship: It’s the beginning of the next leg in the customer journey, from first-time shopper to (hopefully) loyal customer.

With the right tactics and strategies, ecommerce businesses create post-purchase experiences that proactively support these new buyers, strengthen the relationship, and nudge them to return to the store.

Follow these nine strategies to make your brand’s post-purchase experience more customer-centric and profitable.

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9 post-purchase experience strategies for ecommerce stores

We define the post-purchase experience as any and all touchpoints a customer has with a brand from the moment the shopper completes checkout until they start using your product. Building a powerful post-purchase experience that creates long-lasting customer loyalty takes finesse because a lot of small pieces make up the customer experience.

Here are nine strategies for how to encourage better post-purchase behavior among your customers. 

📚Recommended reading: 20 Ecommerce Customer Service Best Practices to Help You Level Up

1) Figure out notable touchpoints on your customers’ journey

There are a lot of best practices when it comes to encouraging repeat business, but often brands jump right into tactics and overlook the overall journey. 

“My biggest piece of advice,” says Bri Christiano, Director of Customer Support at Gorgias, “is to really understand the customer journey for your business. Which touchpoints are going to drive the most revenue?” 

The first step is to consider the outcomes you want from the post-purchase experience. Most likely, those outcomes include: 

• Reducing churn
• Convincing shoppers to upgrade to a subscription 
• Getting people to refer their friends 
• Cross-selling or upselling 

Then, as you set up touchpoints like email campaigns or SMS messages, think about the different moments where your shoppers will be most engaged post-purchase. 

Ideally, you’ll catch them while they're already interacting or thinking about you. You don't want to try to talk to them randomly when they're probably not thinking about you or their experience. The more personalized you can make the experience, the better. That means segmenting emails based on a customer’s profile wherever possible. 

“My biggest piece of advice is to really understand the customer journey for your business. Which touchpoints are going to drive the most revenue?”

— Bri Christiano, Head of Customer Support at Gorgias 

Keep in mind that the flows will look different over time to a first-time purchaser than to someone who's been a customer for a year. 

When you should do this 

As you’re starting to optimize the post-purchase experience for your brand, this is the first step to take. 

How to get started  

First, map out your customers’ journey. You can use anything, from a tool like Miro to a whiteboard. We recommend this article on customer journey mapping in retail from Delighted.

Then, take a look at the emails you're sending today and start with the small elements. How often are shoppers opening those emails? Why do you think they're not opening them? Maybe you have the wrong subject line, or perhaps you’re sending emails on the wrong day.

Then, consider how your customers behave and think about some small tweaks you can make. Be sure you’re looking at your current metrics like email open and click rates or CSAT scores as you’re doing this audit. 

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2) Offer a great unboxing experience

Shoppers already look forward to receiving packages in the mail. But sending eye-catching, fun packaging that people actually want to keep makes your brand stand out. It also sparks joy by turning the simple task of unboxing into an enjoyable, surprising experience. 

For example, stationery shop Ohh Deer and its subscription brand Papergang send creative and recyclable packaging to their customers. The boxes and packaging are so loved that fans post unboxing videos on YouTube. 

📚Recommended reading: Ohh Deer uses Gorgias Chat to provide excellent CX & generate revenue by $12,500/quarter

When you should do this 

Now is a great time to start! The sooner you create fun and interesting packaging, the sooner your customers can start enjoying it. 

How to set this up 

Use a tool like Arka or Fantastapack to create custom boxes for your brand. If you don’t have design skills yourself, hire a freelance designer to work on the design for you. 

3) Set up and launch post-purchase email campaigns

Sending detailed and personalized post-purchase email campaigns is a major part of your overall email marketing and post-purchase strategies. This is how you’ll stay engaged with customers throughout their post-purchase journey. These campaigns also make up a key part of your marketing strategy as a business. 

📚Recommended reading: 16 Useful Email Templates for Your Customer Service Teams

Order confirmation emails

Let shoppers know that you’ve got their order and you’re working on it to give them peace of mind that their payment went through and that it’s coming soon. You can set up various order status updates in your ecommerce platform (like Shopify). 

Post purchase, before an order ships

Before a customer’s order ships, you have the opportunity to upsell customers and add that item to the same shipping box. Not only are you driving additional sales here, but from a cost perspective (especially if you offer free shipping) it helps you out as a business. 

For example, maybe a customer signed up to get notified when an out-of-stock item comes back in. Now that it's in stock again, you can send that item out with whatever that customer already purchased. 

You can use a Shopify app like AfterSell to upsell customers after checkout.

When an order ships 

Send a shipping confirmation email and offer order tracking so that shoppers can stay up to date with the whereabouts of their package. 

You can also use a tool like AfterShip to automate real-time tracking updates.

After an order gets delivered

A good rule of thumb is to trigger different emails based on the delivery status. But within a few days, under the assumption that someone needs a few days to check out the new product. 

Check in to ask questions like:

• How is your order
• Did you have any feedback for us?
• Was it the right size? 

To nudge them to purchase a refill or subscribe 

If you sell a physical product like soap, vitamins, or soda, customers will likely run out of them within a set amount of time. If you can figure out what that average amount of time is, you can trigger an email reminding them to refill or sign up for a subscription. 

For example, Method soaps are all built around the eco-friendly principle of refilling, keeping waste to a minimum (and as it happens, strongly pushing repeat purchase decisions and driving up customer lifetime value). 

The company sends replenishment emails that nudge customers to purchase those refills, often with a special, time-limited discount attached.

When a free trial is about to run out 

Some brands, like curiosities retailer Uncommon Goods, offer a paid subscription program with benefits like free shipping, donations to non-profit partners on your behalf, and members-only emails. 

Its program comes with a two-week free trial. Near the end of that free trial, the brand sends out an email with the subject line, “Reasons to stick with Uncommon Perks.” The email lists the different benefits of the program. If you have a program like this, consider a similar email campaign. 

Add-on sales and product recommendations

Do you sell other items that would enhance the customer’s experience with what they already bought? They might not have seen the need before (in an upsell or cross-sell attempt), but now with the product in hand, they may be ready to buy.

Loyalty program invites

If you have a loyalty program and the first-time customer hasn’t joined it yet, now could be a great time to pull them in.

A tool like LoyaltyLion will come in handy here.

How to set this up 

If your ecommerce site is built on Shopify, BigCommerce, or Adobe Commerce, check out the links below for how to set up different email notifications powered by automation. 

• Shopify post-purchase email setup 
• BigCommerce post-purchase email setup
• Adobe Commerce (formerly Magento) post-purchase email setup

4) Deliver important how-to and use case content

If the product you’re selling requires some setup or assembly or has features that go beyond the basics, one form of post-purchase communication you’ll want to focus on is tutorial-style content. You want to show customers how to use or set up their new product so they get the maximum benefit from it.

Explain the importance of content that can show customers how to properly use or set up your product or even creative alternative ways to do things with your product — both because this is helpful for customers and because this effortless experience tends to reduce returns and lead to loyal customers who make repeat purchases.

For example, D2C ecommerce retailer Bug Bite Thing offers one primary product: a plastic suction contraption that reduces the severity of stings and bites, including from mosquitoes. Unless you’ve used their exact product, you’ve probably never seen anything similar. The company sends an excellent tutorial email to all customers and features clear instructions with custom GIFs that show exactly what to do with the thing.

https://youtu.be/jWPgoeDSDYM

Tutorial videos, use cases, explainers, or links to FAQs can be helpful while the customer is waiting for the item to arrive or as the customer is learning about the item. 

When you should do this 

Send out tutorial information after the item ships and before the item gets delivered. 

If you're not getting a lot of traction on email, or you want to make sure that customers see your setup guide, include an insert with a QR code that links to a setup video or blog post on your website. 

This is another good lever for physical, good ecommerce brands to have a touch point in the actual physical product that they’re sending since not everyone opens their emails. 

How to set this up 

Share product-specific how-to content via links to your Help Center to find set-up and troubleshooting information for their new product. 

For example, Brümate created a handy Help Center with help from Gorgias that customers can visit to get all of the information they need.  

5) Provide a simple returns and exchanges portal

Having to return an item is already frustrating on its own. So if your brand complicates the returns process further, it will discourage people from shopping with you again. 

Instead, start by listing your refund policy clearly on your website. Then, create an easy, self-service return portal where folks can easily initiate a return or exchange. 

How to set this up 

Loop Returns is one of the best tools for ecommerce returns management, and it integrates with Help Desks like Gorgias. 

For example, jewelry shop Jaxxon uses Loop to facilitate an easy returns process and push exchanges over returns. 

6) Follow up a purchase with rewards, referral, and loyalty programs

If you have a loyalty program, the post-purchase timeframe is the perfect time to plug it. You’ll get your brand back in front of eyeballs while impressions are still fresh, and if you can get them to sign up now, you’ll turn more existing customers into long-term fans.

If you don’t have a loyalty program, consider starting one. eMarketer found that 58.7% of internet users indicated loyalty points or rewards as one of the aspects of retail shopping they valued most.

Loyalty program or not, you can also send discounts, incentives, or rewards during this period, sweetening the pot for a second purchase and producing an even better post-purchase customer experience.

Loyalty programs are ubiquitous these days, from the loyalty punch card (or app-based version) at your local coffee shop to paid VIP programs like what Uncommon Goods offers with Uncommon Perks.

When you should do this 

If someone has ordered from you multiple times or filled out a CSAT or NPS survey that scored high, it’s a great time to invite them to join your loyalty program. 

“You're catching that person at a point where they're feeling really energized about the brand,” says Bri. 

How to set this up 

LoyaltyLion is a great tool that makes setting up a loyalty program a breeze. It also integrates with Help Desks like Gorgias, so your support team can keep an eye on how your loyalty members are doing.  

Growave is another great tool that can help you manage referral programs to bring new shoppers to your store and improve conversion rates thanks to social proof — or in other words, turning more browsers into buyers because their friends vouch for your brand.

7) Provide plenty of opportunities for feedback (and ask directly)

According to Bright Local’s Consumer Review Survey, 94% of consumers are more likely to use a business because of positive reviews. 

“You're catching that person at a point where they're feeling really energized about the brand”

— Bri Christiano, Director of Support at Gorgias 

The more feedback you get, the more you can act on it, which can improve the customer experience and lead to more positive reviews. 

When you should do this 

Request customer feedback a few days after a product gets delivered to see if they liked it. This can be in the form of a quick NPS survey or a request for a public product review on your website. And once you get those reviews, spread them far and wide! We love how prominently Loop Earplugs features customer reviews:

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After a support interaction, you can send out a CSAT (customer satisfaction) survey to collect feedback about the support experience. 

📚Recommended reading: How to collect and implement customer feedback from your helpdesk.

How to set this up 

A customer service platform like Gorgias can help you automate sending these surveys after every single interaction:

You can solicit feedback and reviews with automated email campaigns, chatbots, human chat agents, or an SMS campaign.

Review tools like Yotpo can also help. If you use a Help Desk like Gorgias, Yotpo integrates with it to make it easy to collect feedback and respond to negative or positive reviews easily. 

8) Invite customers to join your brand communities

If your brand has any official online communities, the post-purchase period is the perfect time to invite customers to join. Doing so can build up greater customer loyalty by building a sense of connection. 

If customers are engaged in a community, they're more likely to stay longer, both in the community and as customers. Communities also can help people answer questions or solve problems. 

Nearly half of businesses that had online communities saw between 10 and 25% savings in customer support costs. Customers got their answers from communities instead.

For example, Instant Pot is a well-known consumer brand that has leveraged the power of online communities to grow its brand. It has a large, active official Facebook group, and it’s active on other social spaces too. Additionally, the brand has managed to get its product mentioned on all sorts of mommy blogs, cooking and recipe sites, and more.

When you should do this 

After a purchase, send an email or drip series that invites customers to follow you on social media or join your community. Consider offering an incentive within that, like 15% off their next order. 

How to set this up 

Online communities can take shape on social media or on community or collaboration platforms like Slack and Discord. Choose whichever platform makes the most sense for your business. You can leverage your brand’s community to foster greater customer relationships and raise customer lifetime values.

9) Build an omnichannel support strategy to engage customers post-purchase

Many successful brands have moved to an omnichannel support strategy, one that’s customer-centric and delivers consistent help across all avenues where a customer might reach you. Helpdesks make omnichannel more feasible, as do back-end ecommerce platforms and systems that can sync experiences across all channels.

Social listening (tracking brand mentions and customer feedback) and customer support play an elevated role here. The goal is to ensure that no matter where your already-paying customers are, you can hear them and respond to their conversations.

When you should do this 

In terms of availability, you don’t need to be available 24/7, but you should always post your hours or automate a response to let customers know when they’ll hear back. 

In terms of proactive outreach, as with any post-purchase communication, think about the user experience and what timing makes the most sense for that user and your product. 

You might send an email thanking a customer for a positive review or send a text message once a product gets delivered. For example, pajama shop Printfresh sends a personalized text message to see if customers liked their purchase or need support a few days after it’s been delivered. 

How to set this up 

A centralized help desk like Gorgias makes setting up and maintaining an omnichannel support experience easy for you and your customer support team. 

These tools pull in customer information from different locations like social media, SMS, email, your ecommerce platform (like Shopify or BigCommerce), and other ecommerce tools (like Yotpo and Klaviyo) into one central place, so you can see any and all interactions with a customer from within their profile. 

Why the post-purchase experience is important

The post-purchase experience is a crucial time for customer relationship building: it affects customer retention and can set you apart from your competition. Creating a positive post-purchase experience has many benefits, including reducing customer confusion, nurturing customers to make repeat purchases, and reducing support tickets. 

1) Reduce customer confusion

As a brand, you can make the customer experience smoother and eliminate guesswork for shoppers. Offer information proactively so customers don’t have to panic and wonder whether: 

• They ordered the right item to the right address
• The product will arrive on time
• They can return the product if they don’t love it

This is the primary benefit of a solid post-purchase experience because customers won’t return to a store that left them confused, frustrated, and sending a hundred questions to customer support. 

Like it or not, giant ecommerce brands like Amazon have trained customers to expect lots of information automatically, and keeping pace is in your brand’s best interest. 

2)  Nurture the customer to win repeat purchases

According to our research, repeat customers generate 300% more revenue than first-time customers do. And with the rising costs of acquisition, especially via paid advertising, this is crucial for your business. 

A smooth customer service experience, plus follow-up marketing, promotions, self-service resources, and other value-adds (like a customer community) help turn first-time shoppers into loyal customers. 

3) Reduce the number of questions your customers ask support 

While fielding questions from customers isn’t a bad thing, forcing new customers to write to your support team for basic information creates a more high-effort experience. 

Those high-effort experiences can ruin relationships. The Effortless Experience found that 96% of these customers lose their loyalty to customers after putting in high levels of effort to get help. 

Plus, your team probably has more important conversations to get to. If you spend all day answering WISMO tickets, you won’t have time to offer product recommendations, update your Help Center, or experiment with new chat campaigns. 

Your post-purchase flow provides a great opportunity to proactively answer customer questions without having to wait for a live person on the other end. You can also create self-service resources like FAQ pages and knowledge bases that share pertinent policies (like return policies or shipping times). 

Building the best post-purchase experience starts with Gorgias

While a post-purchase experience entails more than just customer support and helpdesk services, you can’t build a top-quality post-purchase experience without these crucial functions.

Gorgias is the world’s best helpdesk and customer service platform for ecommerce businesses. It was built specifically for ecommerce and has the features, integrations, and flexibility you need to create the best possible post-purchase experience.

Learn more about how Gorgias helps ecommerce brands streamline support, improve CX, and drive revenue in the video below:

See more about what Gorgias can do and sign up for free today!

Once your ecommerce business starts attracting a large number of customers, keeping up with order fulfillment can quickly become a full-time job. 

For most brands, ecommerce shipping is a significant expense and time-suck. The average cost to fulfill an online order amounts to 70% of the order's value, according to eFulfillment Service. 

At the same time, customer expectations regarding shipping management and order fulfillment have only grown more demanding, with 96% of customers now defining "fast delivery" as same-day delivery, according to Invesp. Not to mention the new normal of free shipping. (Thanks, Amazon.)

It is also worth noting that, according to Pitney Bowes, 54% of customers will shop with a retailer less often or never again after a negative delivery experience.

The good news is that there are plenty of great shipping software solutions designed to help you optimize your customer experience and make order fulfillment less of an expensive hassle. To help you choose the best shipping software for your online store, we'll discuss what to look for in shipping management software before diving into the 12 best shipping software tools for ecommerce stores available today.

Top ecommerce shipping software for your online store

1. ShipBob
2. LateShipment.com
3. AfterShip
4. Shipup
5. ShippingChimp
6. Wonderment
7. NetSuite
8. 2Ship
9. Shippo
10. Essential Hub
11. Shopify Shipping
12. ShipStation

If you are searching for shipping software solutions that will help make your online business more efficient and profitable, there are plenty of great tools to choose from. Below, we’ve compiled 12 of the best shipping software tools on the market today, including their customer review score from G2:

1) ShipBob: 3.3 ⭐(68 reviews)

If you would like to take the hassle of order fulfillment and inventory management off of your hands entirely, partnering with ShipBob is a great option. ShipBob is a third-party logistics (3PL) company that enables ecommerce store owners to ship their products — in bulk — directly to ShipBob's warehouses. From there, ShipBob takes over all inventory management and order fulfillment services, including picking and packing, shipping orders to customers, carrier routing, managing returns, and everything in between.

📚Recommended reading: Our comparison of ShipBob and Shopify Fulfillment Network. 

Pros

• Easy to set up and use thanks to a comprehensive onboarding process
• Completely eliminates your order fulfillment responsibilities
• Provides an information-packed help center for mastering the platform and resolving common issues on your own

Cons

• Customer service issues are unfortunately common
• Very expensive
• Order returns sometimes go missing

Key features

• Allows you to choose between a variety of shippers, including FedEx, DHL, UPS, and USPS
• Integrates with all major ecommerce platforms
• Allows you to strategically split your inventory across multiple locations for faster shipping services

Pricing options

ShipBob requires you to contact them for a custom pricing quote.

🔌 See how ShipBob integrates with Gorgias. 

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2) LateShipment.com (no G2 reviews)

LateShipment.com allows you to create a branded post-purchase experience for your customers. This tool makes it easy to create customized tracking pages and tracking widgets for your website, as well as pages and widgets for processing order returns. LateShipment.com also provides real-time shipment tracking information and a wealth of other valuable data that you can use to optimize your shipping management process.

Fun fact: LateShipment.com is also on our list of the best returns management software. 

Pros

• Includes 24/7 customer support and a dedicated customer success manager with every plan
• Offers a 21-day free trial
• Delivers a wealth of actionable insights that a business owner can use to improve their order management and fulfillment process

Cons

• Does not allow you to print shipping labels
• Requires you to combine multiple plans to unlock all features
• Does not offer a flat-rate plan

Key features

• Provides predictive alerts for shipments that are likely to encounter delays
• Makes it easy to create customized SMS and email shipment notifications
• Allows you to drive repeat purchases by turning your tracking pages into marketing opportunities

Pricing options

• Parcel Audit and Shipping Refunds Plan - 35% of refunds claimed
• Delivery Experience and Management Plan - $0.07 per shipment tracked
• Returns Experience Management Plan - $7/month plus $0.35 per return

🔌 See how LateShipment.com integrates with Gorgias. 

3) AfterShip: 4.2 ⭐(49 reviews)

AfterShip is a shipping solution that provides insightful real-time tracking data for all of your store's orders via a centralized, user-friendly dashboard. The biggest selling point of AfterShip is the fact that it allows you to create branded tracking pages and shipment notifications.

📚Recommended reading: Our guide to post-purchase experience to help you provide the best ecommerce experience possible, from checkout to repeat purchase.

Pros

• Capable of integrating with a wide range of ecommerce platforms
• Enables you to track both purchases and returns
• Easy to set up and use

Cons

• Customer support issues have been reported
• Tracking information is not always up to date with courier's tracking data
• Limited integrations with other ecommerce software tools

Key features

• Allows you to create automated post-purchase workflows
• Provides actionable insights into your post-purchase experience and shipping methods

Pricing options

• Free plan - $0/month for up to 50 shipments/month
• Essentials plan - $9/month for up to 1,200 shipments/year
• Pro plan - $199/month for up to 60,000 shipments/year
• Enterprise plan - custom pricing for 300,000+ shipments/year

🔌 See how AfterShip integrates with Gorgias. 

4) Shipup: 4.4 ⭐ (18 reviews)

Shipup is a shipping platform that provides three key features: create branded real-time tracking notifications and tracking pages, receive alerts about delays or delivery incidents sent straight to your existing CRM, and receive a range of useful analytics that you can use to improve your company's shipping process.

Pros

• Long list of integrations with other ecommerce software tools, including Gorgias
• Intuitive and customizable dashboard
• Easy to set up and use

Cons

• Does not allow you to print shipping labels
• Does not offer any inventory management solutions
• Pricing is expensive compared to similar shipping options

Key features

• Attractive and customizable email notification and tracking page templates
• Allows you to display product recommendations in your shipping update emails

Pricing options

• Starter plan - €0.18/package plus €181/month
• Pro plan - €399/month
• Enterprise plan - custom pricing

🔌 See how Shipup integrates with Gorgias. 

5) ShippingChimp (no G2 reviews)

Like many order fulfillment software solutions, ShippingChimp lets you create branded tracking notifications and tracking pages. It also allows you to track the status of all your shipments from a user-friendly dashboard. In addition to these features and its ease of use, what really sets ShippingChimp apart is the fact that it provides store owners with a customizable self-service returns portal for facilitating customer returns.

Pros

• Excellent customer support
• Offers a 30-day free trial
• Provides a wealth of analytics, including CSAT scores for gauging customer loyalty

Cons

• App is sometimes prone to freezing
• Does not allow you to print shipping labels
• Does not offer any inventory management solutions

Key features

• Provides customers with automated and branded shipment updates
• Allows you to forecast delivery exceptions
• Streamlines the order return process by providing customers with a self-service returns portal

Pricing options

• Basic plan - $19/month for up to 500 shipments/month
• Pro plan - $99/month for up to 2,000 shipments/month
• Premium plan - $199/month for up to 5,000 shipments/month
• Enterprise plan - custom pricing available upon request

6) Wonderment (no G2 reviews)

Wonderment is a post-purchase shipping platform designed to help you reduce "Where is my order?" tickets by providing customers with automated order updates. In addition to sending automated shipping updates via email and SMS, Wonderment also provides order lookup and reporting that includes a daily digest of stalled, delayed, and lost orders.

Pros

• Integrates with Klaviyo for fully-branded and customizable shipping update emails
• Makes it easy to send automated shipping updates via SMS
• Completely free for stores with less than 500 orders/month

Cons

• Does not allow you to print shipping labels
• Dedicated support and onboarding comes at the additional cost of $.04/shipment
• Only capable of integrating with Shopify stores

Key features

• Allows you to create automated shipment update workflows
• Easy to use dashboard makes it simple for your team to keep track of shipping incidents

Pricing options

• Starter plan - $0/month for up to 500 shipments/month
• Premium plan - $100/month for up to 4,000 shipments/month
• Premium Plus plan - $100/month plus $.04/shipment for 4,000+ shipments/month

🔌 See how Wonderment integrates with Gorgias.

7) NetSuite: 3.9 ⭐ (2,207 reviews)

Netsuite offers a wide range of ecommerce software solutions. For the purposes of shipping and fulfillment, it is Netsuite's multichannel order management solution that you want.

Netsuite's multichannel order management solution enables you to execute multiple order fulfillment and inventory management tasks across your supply chain from a single dashboard, including direct shipping products from a warehouse and placing purchase orders to ship to various warehouses.

Pros

• Provides complete inventory visibility across multiple warehouses, 3PLs, and suppliers
• Supports complex processes such as split shipments, continuity programs, dropshipping, personalized products, and digital fulfillment
• Highly customizable

Cons

• Some features require varying levels of coding to install
• Though pricing is custom, Netsuite products are generally quite expensive
• Occasional performance issues

Key features

• Capable of automating the end-to-end order lifecycle
• Provides a single-pane-of-glass view of your entire inventory
• Automatically fulfills orders from the most economically-located warehouse

Pricing options

Netsuite's multichannel order management solution is included with a Netsuite license. The price of a Netsuite license is only available upon request.

🔌 See how NetSuite integrates with Gorgias. 

8) 2Ship: 4.5 ⭐ (13 reviews)

2Ship is a shipping software solution designed to help ecommerce stores lower their shipping costs by comparing prices across carriers. Along with making it easy to find the best rates for each product you ship, 2Ship also provides tracking updates and the ability to print shipping labels.

Pros

• A wide variety of pricing plans to choose from
• Great customer support
• Capable of integrating with a variety of ecommerce tools and platforms

Cons

• Some carriers are not listed
• Can be a little slow to load
• A little confusing to set up

Key features

• Allows you to compare rates, choose carriers, and print shipping labels from a single dashboard
• Provides tracking data and analytics reports

Pricing options

2Ship offers a long list of pricing options, ranging from $10/month for up to 10 shipments/month to $449/month for up to 5,000 shipments/month.

9) Shippo: 3.9 ⭐ (44 reviews)

With Shippo, ecommerce store owners can manage orders across multiple sales channels from a single dashboard. You can:

• Create discounted shipping labels and packing slips by comparing rates across shipping carriers (like USPS, UPS, FedEx, and DHL Express)
• Track shipments and notify customers about the status of their order
• Automatically generate labels for returned products to streamline the returns process

Pros

• Easy to set up and use
• Offers both flat-rate and per-shipment pricing plans
• Capable of integrating with a wide range of ecommerce tools and platforms

Cons

• Slow customer support
• Does not provide a mobile app
• UI has room for enhancements

Key features

• Batch processing allows you to process multiple shipping labels with a single click
• Allows you to create customized and automated shipping update notifications

Pricing options

• Starter plan - $0/month and $.05/shipment
• Professional plan - $10/month
• Premier plan - Custom pricing available upon request

10) Essential Hub: (no G2 reviews)

Essential Hub is a shipping API designed to connect your shopping carts and warehouse technology in order to search for the best rates across shippers and automate order fulfillment processes with automation rules. Best of all, the API is customized and set up on your behalf based on a thorough analysis of your store's existing order fulfillment process.

Pros

• Done-for-you implementation including an analysis of your shipments and volume
• Implements rate shopping and customized automation rules
• U.S.-based customer support available via phone, text, email, and video-conferencing
• Integrates with 200+ ecommerce tools and platforms

Cons

• Essential Hub's onboarding process is not as thorough as it probably should be
• Downloading orders and addresses can only be done from an admin account
• Issues with the software not printing all of the labels in a batch have been reported

Key features

• Multi-carrier rate shopping for both domestic and international shipping with custom forms
• Automation rules for streamlining your order fulfillment process

Pricing options

Custom pricing is available upon request

11) Shopify Shipping (no G2 reviews)

Shopify Shipping is an app that comes included with a Shopify subscription. With this app, Shopify store owners can access discounts on USPS, DHL, and UPS shipping rates, buy and print shipping labels within their Shopify store, and fulfill orders from the same dashboard used to manage products, customers, and inventory.

Shopify Shipping also simplifies the process of paying for shipping by allowing you to pay shipping costs from the same statement as your monthly Shopify subscription.

Pros

• Comes included and pre-installed with a Shopify subscription
• Allows you to pay for shipping costs and your Shopify subscription in a single bill
• Provides a user-friendly dashboard for order fulfillment and tracking

Cons

• Only available for Shopify stores
• Bulk-printing labels is limited to 20 labels at a time
• Can only be used to ship products to the USA or Canada

Key features

• Allows you to search real-time shipping rates and discounts before printing shipping labels directly from your Shopify store
• Provides detailed order fulfillment analytics
• Allows you to track packages directly from your Shopify store

Pricing options

Shopify Shipping comes included with a Shopify subscription, which starts at $29/month.

📚Recommended reading: Our list of the best 40+ Shopify apps for ecommerce brands. 

12) ShipStation: 4.3 ⭐ (259 reviews)

With ShipStation, ecommerce store owners can import orders from over 100+ sales channels, marketplaces, ERPs, or CRMs. You can also utilize barcode scan-based workflows, bulk updates, and automated rules to streamline the order fulfillment process, compare shipping rates and print labels, and automatically provide customers with tracking numbers when their orders ship.

Pros

• Easy to set up and use
• Offers a wide range of integrations
• Excellent reporting and analytics

Cons

• Sometimes prone to technical hiccups
• Live chat support is not available on the Starter plan
• Accommodates international shipping but does not allow you to print international return labels

Key features

• Enables you to import orders from multiple sales channels
• Compares rates across shipping providers and gives you the option for bulk label printing
• Streamlines the order fulfillment process via bulk updates, automation rules, and scan-based workflows

Pricing options

ShipStation offers six different pricing plans, starting at $9/month for a Starter plan that offers 50 shipments/month, and going up to an Enterprise plan that costs $159/month for up to 10,000 shipments/month

🔌See how ShipStation integrates with Gorgias. 

What to look for when purchasing shipping software

When comparing shipping software options, there are several important factors to consider. Some of the most valuable features to look for in software designed to assist with order management and fulfillment include:

Integrates seamlessly with your other software tools

Choosing shipping software that integrates with your online store’s other software is highly beneficial. Shipping software that integrates with your email marketing software, for example, makes it easy to send branded shipping update emails. 

Similarly, software that integrates with your customer support software can make it much simpler to manage customer issues regarding order fulfillment. Most shipping software is cloud-based, and integrates with a wide variety of software. But, it’s worth the extra research to see whether they integrate with your ecommerce tech stack.

Below, we’ll share whenever a shipping tool integrates with Gorgias to save you the extra search. 

Allows real-time tracking of customer orders

The ability to track orders in real-time is one of the most important capabilities to look for in shipping software. Real-time order tracking allows you to better manage the order fulfillment process on your end and provides your customers with timely shipping updates. 

If you would like to create a shipping process that will help ensure a positive customer experience then real-time order tracking is a great place to start.

However, you don’t need . If you use Gorgias, Automate lets customers track orders within your chat widget and Help Center — no shipping software needed.

📚Recommended reading: Learn how to provide real-time order tracking to customers (and avoid answering WISMO requests). 

Assists with label printing

Even for small businesses, filling out shipping information by hand for each product sold is often far too time-consuming to be a feasible management system. This becomes next to impossible for high-volume stores. 

Thankfully, many shipping software tools allow you to choose a carrier and print shipping labels from within the platform. Some tools allow you to print return labels as well, ensuring that you never have to worry about creating shipping labels manually.

Integrates with your ecommerce platform of choice

Along with choosing shipping software that integrates with all of the other tools that your ecommerce business relies on, it is also essential to choose software that integrates well with your ecommerce platform — like Shopify, BigCommerce, WooCommerce, or Magento.

For example, the best shipping software for Magento stores isn't always going to be the best software for Shopify or eBay other ecommerce platforms. Before you purchase a shipping software solution, you want to be sure that it deeply and easily integrates with your ecommerce platform for optimum functionality.

Provides assistance with inventory management

Order fulfillment is not the only task that great shipping software can help with. With the right tools, an ecommerce business can also streamline and automate its inventory management process. 

Purchasing shipping software designed to assist with inventory management means that your inventory is automatically updated each time an order is placed, helping you keep track of your available supply. This is also a helpful way to prevent products from going out of stock.

Manage your shipping and customer service with Gorgias

From helping you compare shipping rates across carriers and print shipping labels to creating branded order tracking pages, purchasing shipping software solutions can provide your online store with a number of advantages.

At Gorgias, we recognize the immense value of these shipping software solutions. We have designed our comprehensive customer service platform to seamlessly integrate with a large number of popular shipping tools, making it easy for you to manage and resolve customer issues regarding order fulfillment. 

To see how Gorgias can help you upgrade your shipping and customer service alike, be sure to check out this link to learn more about all that Gorgias has to offer!

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TL;DR:

• The best Shopify live chat apps combine AI automation with human support so you can instantly handle common questions and escalate complex issues to a real person.
• Try out apps with free trials before you commit, like Gorgias (7-day trial), Tawk.to (free), and MooseDesk (free plan).
• Look for key features like automation, helpdesk integration, and chat-to-human handoff to ensure your live chat can scale with your support and sales goals.
• Roll out chat gradually instead of enabling it everywhere at once. Start with high-intent pages, add automation, and route questions to the right team to keep things manageable.

Thanks to conversational AI, live chat has become a larger shift toward always-on support for Shopify stores. It improves customer experience, helps drive sales, and boosts retention—all while giving shoppers a faster, more personal way to connect with your brand.

In fact, 82% of online shoppers say they’d talk to a chatbot if it meant avoiding a wait. The challenge? Choosing the right live chat app. With over 1,000 options in the Shopify App Store, the search can feel overwhelming.

That’s why we’ve rounded up the 13 best Shopify live chat apps to help you narrow it down.

(Not on Shopify? Explore our best live chat apps for ecommerce or best live chat apps overall instead.)

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Live chat vs. conversational AI—what’s the difference? 

Live chat is a way for shoppers to get real-time support from a human agent. The best live chat apps also use automation to handle FAQs, route conversations, or collect details before handing things off to your team.

Conversational AI, on the other hand, goes a step further. Instead of assisting your agents, AI chatbots can carry out entire conversations on their own. They answer questions, recommend products, and resolve issues without human involvement.

Today’s top Shopify live chat tools bring these two worlds together. You get the flexibility of human-led support when it matters most, plus AI agents that scale your availability and keep response times low.

Best live chat apps for Shopify in 2025 

1. Gorgias 
2. Zendesk 
3. tawk.to Live Chat
4. O: WhatsApp Chat, Contact Form
5. Chatra Live Chat
6. Re:amaze Live Chat
7. Tidio 
8. LiveChat
9. Shopify Inbox
10. Formilla Live Chat
11. eDesk Live Chat
12. Jotform AI Chatbot & Live Chat 
13. Moose: AI Chatbot & Live Chat

1. Gorgias 

Gorgias is the best customer experience platform for ecommerce merchants. It provides you with all the features you need to create an incredible customer support experience, improve team performance, and increase sales.

One of Gorgias’s most noticeable features is its tight integration with ecommerce platforms, including Shopify, Magento, and BigCommerce. Hence, Gorgias can pull relevant data like order tracking numbers, last order details, loyalty points, etc., from your Shopify dashboard right to your helpdesk.

Another exciting feature of Gorgias chat is Shopping Assistant, a conversational AI tool that helps support teams increase sales on their website. Using your Shopify catalog, AI can recommend, upsell, and offer tailored discounts at scale so every chat conversation is maximized.

Standout features:

• Compatible with Shopify and Shopify Plus brands
• Affordable pricing plans
• Offers a conversational AI tool that supports and sells
• Fantastic customer support team

Why it may not be for you: 

• No free plan

 Pricing: Basic plans start at $10/mo. A 7-day free trial is available.

2. Zendesk

Developed by Zendesk, Zendesk Chat is a live chat app for Shopify stores. It allows you to communicate with customers over your Shopify storefront, mobile apps, and popular messaging apps like Facebook Messenger, Twitter, and Line.

If you’re a Zendesk customer using the Team plan or above, you can use Zendesk Chat for free.

Standout features: 

• It’s a good choice if you're using Zendesk Support Suite
• Supports all essential features of a typical live chat app
• Gather customer feedback via chat ratings
• Share files like screenshots, product guides, or GIFs with customers

Why it may not be for you: 

• Non-user-friendly interface and steep learning curve for beginners
• Expensive pricing plans for Shopify store owners
• A lot of technical errors when installing and using the app
• Bad customer support team
• Not suitable for ecommerce businesses

Pricing: Starting from $49 per agent per month. A 14-day free trial is available.

3. tawk.to Live Chat

Tawk.to Live Chat is an agent-centric chat application for Shopify stores. The best thing about this app is it’s 100% free—there’s no limit to the number of agents, chat volumes, or sites you can add widgets to.

Standout features: 

• Supports 27 languages
• Easy to set up, free forever, and secure
• Available on PC, macOS, iOS, and Android

Why it may not be for you: 

• Many features are not user-friendly
• Need to pay a small fee to remove the “Powered by Tawk.to” branding
• The customer support team isn’t always responsive

Pricing: Free

4. O: WhatsApp Chat, Contact Form

O: WhatsApp Chat, Contact Form makes it easy for shoppers to reach you through the channels they already use, like WhatsApp, Facebook Messenger, Telegram, and Instagram. Instead of building out a complex live chat system, it focuses on providing a simple, customizable widget that connects directly to your preferred messaging platforms.

Standout features:

• Integrates with 20+ messaging channels
• Customizable chat button and widget design
• Contact form option for capturing customer details when agents aren’t available
• Targeting rules to show/hide the widget on specific pages or devices

Why it may not be for you:

• Doesn’t offer advanced automation or AI-powered chat
• Lacks ticket management and deep helpdesk integrations

Pricing:

• Free plan available. Paid plans start at $2.99/month

5. Chatra Live Chat

Chatra Live Chat claims to help you “sell more, answer questions, and alleviate concerns to help visitors place an order.” It also allows you to view a shopper's cart contents in real-time to identify the most valuable customers and provide tailored assistance.

Standout features: 

• Support a free forever plan
• Provide useful live chat features like typo correction and group chats

Why it may not be for you: 

• Most advanced features aren’t available in the free plan
• Lack of customization options

Pricing: Starting from $31 per month. A free plan is available.

6. Re:amaze Live Chat

Re:amaze is a helpdesk, live chat, ticketing, chatbot, and FAQ for small, medium, and enterprise businesses. It allows you to handle support tickets across channels, including emails, live chat, Facebook pages, Messenger, Twitter, Instagram, SMS, VOIP, and WhatsApp.

Reamaze Live Chat aims to help you support customers faster by chatting with them in real-time. It offers many features that are similar to Gorgias’ and other live chat apps.

Standout features: 

• Multi-store support
• Can send products to customers in chat
• Flexible pricing, no contract

Why it may not be for you: 

• User interface is a bit outdated and not user-friendly
• Macros and rules need improvement

Pricing: Starting from $29 per month. A 14-day free trial is available.

7. Tidio 

With approximately 900 reviews, Tidio Live Chat is currently the highest-rated live chat app on the Shopify App Store. Tidio merges live chat, bots, and marketing automation to provide you with a comprehensive live chat app.

Standout features: 

• Rich widget customization options
• Many automation and bot templates
• Multiple languages supported

Why it may not be for you: 

• Shallow integration with Shopify and other ecommerce platforms
• Pricing plans are a bit high for Shopify merchants

Pricing: Starting from $29 a month. A free plan is available.

8. LiveChat

LiveChat is a messaging app that offers many unique features for its live chat service. It can integrate with most customer relationship management (CRM) tools like Zendesk and ecommerce platforms like Shopify.

Standout features: 

• Chat window loads instantly and is easy to use
• Clean and well-designed user interface

Why it may not be for you: 

• Not optimized for Shopify since LiveChat is also a CRM

Pricing: Starting from $16 per month. A 14-day free trial is available.

9. Shopify Inbox

Shopify Inbox is Shopify’s native live chat function that allows you to have real-time conversations with customers visiting your Shopify store. It’s an extension to the messaging capabilities already available within Shopify Ping.

Note that all your chats are managed in Shopify Ping. Shopify also asks your customers to provide a phone number or email address in order to start a chat with you. Their information will be added to your Customer list in Shopify or matched to an existing customer.

Standout features: 

• Clean and intuitive interface
• Free forever

Why it may not be for you: 

• A bit complicated for beginners to install the app
• To use Shopify Chat, you must use Shopify Ping on your desktop (shopifyping.com) or install it on an iOS, iPad, or Android device to receive and respond to messages.

Pricing: Free

10. Formilla Live Chat

Formilla Live Chat offers free live chat and premium services for your Shopify store. You can use this app to chat with your visitors live if they have any questions or need support from your store.

Standout features: 

• Easy and simple to use
• Connects with customers quickly

Why it may not be for you:

• Many features locked behind higher plans
• Lack of rules and automation

Pricing: Starting from $17.49 per month. A 15-day free trial is available.

11. eDesk Live Chat

eDesk is a comprehensive customer helpdesk designed for ecommerce. It helps you create a positive experience for customers across your marketing channels: email, live chat, social media, and online store.

Standout features: 

• Clean and intuitive user interface
• Good customer service team

Why it may not be for you: 

• Pricing plans are steep for Shopify merchants
• Not optimized for ecommerce
• Lack of essential live chat features

Pricing: Starting from $49 per month. A 14-day free trial is available.

12. Jotform AI Chatbot & Live Chat

Jotform AI Chatbot & Live Chat lets you provide 24/7 support with an AI-powered chatbot that integrates directly into your Shopify store. The app automatically trains on your store’s data to answer FAQs, track orders, and even recommend products, while still allowing live chat when a human touch is needed.

Standout features:

• AI trained on your store’s data
• Multi-language support (English, German, French, Spanish, and more)
• Integrations with WhatsApp, Messenger, Slack, and Google Drive

Why it may not be for you:

• Advanced features only available on paid tiers
• More complex than simple live chat apps

Pricing: Free plan available (includes up to 100 monthly conversations). Paid plans start at $39/month with higher limits.

13. Moose: AI Chatbot & Live Chat

Moose: AI Chatbot & Live Chat (MooseDesk) brings live chat, helpdesk, and omnichannel messaging into one unified tool built for Shopify. With AI-powered automation and support across chat, email, WhatsApp, and social, it's engineered to help you respond faster — without leaving your dashboard.

Standout features:

• Trained on your store data (FAQs, products, etc.)
• Central inbox for live chat, email, WhatsApp, Messenger, Instagram, and more
• Multilingual support and built-in FAQ/self-service features

Why it may not be for you:

• Because it’s a newer tool, some merchants report quirks or missing native mobile app (it's built as a Progressive Web App currently)
• Push notification behavior and instant alerts can vary depending on device settings

Pricing: Free 

How to roll out live chat without slowing down support

The benefits of live chat are real, but only if you roll it out with a plan. Too often, brands turn it on everywhere and suddenly face a flood of new tickets their team can’t keep up with. The result is often longer wait times and frustrated customers.

The key is to treat live chat as both a support and sales channel. That means leaning on automation to handle the quick, repetitive stuff, and reserving agent time for higher-value conversations.

Here’s how to strike the right balance:

• Start with automation: Use chatbots to answer FAQs, collect order details, or qualify sales leads before passing them to a human.
• Set smart routing rules: Direct pre-sales questions to your sales team, and post-purchase issues to support, so customers reach the right person faster.
• Limit availability at first: Roll out chat during peak hours or on high-intent pages (like product or checkout) to control volume.
• Layer in human support: Keep agents available for complex or high-stakes conversations where personal service matters most.

By combining humans with automation, you’ll give customers the instant responses they expect, without creating another backlog for your team.

Turn conversations into conversions with the right app

There’s no single Shopify live chat app that works for every store. Each brand has its own support needs, sales goals, and team workflows—which means the “best” tool depends on what you’re trying to achieve.

The smartest approach is to test a couple of the apps above and see which one fits your business best. The right live chat tool should do three things: improve customer satisfaction, make your team’s job easier, and contribute to your bottom line.

And if you’re looking for a solution built specifically for ecommerce? Book a demo with Gorgias as the best Shopify-native option.

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When you think of customer service, you likely imagine a team of agents responding to incoming customer complaints and questions. This type of customer support, called reactive customer service, is an important way to help customers, but it’s only one dimension of a larger customer service experience.

You can upgrade your customer service with a proactive customer service strategy that includes:

• Creating self-service resources like FAQ pages or help centers
• Live chatting with potential customers on your website to provide real-time help
• Offering tutorials, discount codes, and recommendations to help customers make a more confident purchase

With proactive customer service, you can set customer expectations, create more opportunities for positive customer interactions, and increase your brand’s conversion rate. All without requiring your shoppers to put forth the effort of reaching out to you.

Below, we’ll share a few strategies for proactive customer service that will support a happier customer base and, in turn, long-term sales. 

What is proactive customer service?

Proactive customer service means that you make the first move, proactively providing customers with support resources, rather than waiting on them to contact your brand first. Proactive customer support can be provided directly via an agent messaging customers, or indirectly via self-service resources such as an FAQ page or knowledge base. Examples of proactive customer service include:

• Contacting a customer pre-purchase via a live chat widget to walk them through the purchase process (and boost sales)
• Providing automated product recommendation pop-ups that are triggered based on specific customer actions
• Offering customers a knowledge base where they can find answers to common questions
• Responding to social media posts that mention your brand.

What is reactive customer service?

Reactive customer service is the type of customer service that most people are much more familiar with. Despite the growing popularity of a proactive customer service approach, reactive customer service remains a vital form of customer support as well. 

As the name suggests, reactive customer service involves reacting to customer issues when they are brought to your attention by the customer. Examples of reactive customer service include:

• Answering phone calls on your brand's customer support line
• Responding to SMS and email messages
• Engaging with customers via live chat support when the customer was the one to open up the live chat window

While examples of reactive customer service can be found in virtually any customer-facing business, Zappos executes especially effective reactive customer service. Part of their strategy is sending a personalized response to every single email that they receive. This level of personalization ensures that the customer feels seen and acknowledged, lending itself to more positive customer experiences. 

Why more online stores are turning to proactive customer service

There are two main categories that customer service can fall into: reactive customer service and proactive customer service. If you would like to create a customer service strategy that is as efficient and effective as possible, it's important to balance both of these approaches.

The numerous benefits of proactive customer service have led more and more online stores to adopt a more proactive approach to meeting customers' needs. According to data from MyCustomer, 73% of customers who are contacted proactively report a positive experience that changes their perception of the brand for the better. 

Here are three additional benefits of proactive customer support:

It gives you more opportunities to drive sales

Proactive customer service can be the difference between an abandoned cart and a placed order. Why? Customers need information — such as sizing guides, product details, and refund policies — before placing an order. However, a customer might opt to shop elsewhere before reaching out to customer service.

You can keep customers on your site by reaching out proactively via live chat to ask if they need any help in those key moments. With Gorgias live chat campaigns, you can even automate this process and trigger a live chat that offers support (or even a discount code) when customers reach certain cart values, linger on a purchase page, return to your site multiple times before making a purchase, or a number of other situations. 

The result? Better customer support, higher conversion rates, and more opportunities to drive upsells.

It reduces tickets and shrinks your customer support team's workload

Adopting proactive customer service means that you will be able to resolve common issues without the need for customers to contact your customer service team. In many cases, providing proactive customer service does not require the assistance of a customer support agent at all. Self-service resources, for example, allow customers to find the answers to common questions on their own. 

Self-service chatbots alone are estimated to save companies across the globe a projected total of $11 billion by 2023, according to data from Kindly. Not only can reducing the size of their customer support staff help save your company money, but shrinking your support team's workload via proactive customer support solutions can also provide your team with more time to focus on high-priority customer conversations. This can help you further increase customer satisfaction as your team can focus its efforts where they are needed the most. 

Take a look at Rio de Janeiro’s help center, powered by Gorgias. Customers have access to a number of support articles about the product, the company’s shipping and returns policies, and more. Plus, they can even track and manage their orders without ever having to contact an agent. 

It improves customer experience and can boost customer loyalty

The entire goal of proactive customer support is to provide value to customers without waiting for them to make the first move. This isn’t always easy: you have to study the customer journey, from first exposure to repeat customer, in order to anticipate and proactively address customer issues and pain points.

Providing proactive customer support lets a customer know that your company truly cares about their needs. Today, offering great products alone isn't enough to ensure high customer retention rates. Customers choose, share, and stick with companies that offer a customer-centric experience in addition to excellent products and services — it’s the secret to Amazon’s success. 

Want to learn more about live chat for proactive customer service? Check out these resources:

• The best live chat apps (general)
• The best live chat apps for ecommerce
• The best live chat apps for Shopify stores
• 22 live chat statistics
• How to add a live chat to your Shopify store

5 ways to implement proactive customer service and drive revenue

The benefits of proactive customer service are undeniable, but implementing an effective proactive customer support strategy requires a carefully developed plan. If you would like to start leveraging a proactive approach to customer support to create more happy customers, here are five strategies to consider.

1) Proactively chat shoppers with best-selling items in their cart to reduce cart abandonment

One of the most effective forms of proactive customer support is to reach out to customers while they’re shopping. It’s like a sales associate asking in a physical store asking a shopper whether they need anything — but easier to ignore if they’re happy shopping solo.

With the right helpdesk, you can automatically reach out to customers with best-selling items in their cart offering to answer questions, recommend accessories, or provide a discount code to incentivize a purchase. Customers may respond by asking for your opinion about sizing or other product details, or just feel delighted to save a few extra dollars. This kind of proactive conversation, which we call a chat campaign, can reduce cart abandonment or even lead to upsells. 

Here’s an example of a customer adding a best-selling product to their cart:

Customers with best-selling items in their cart are only one segment you can target. With chat campaigns, you can automatically start a chat with customers who:

• Add a certain amount of merchandise to their 
• Linger on a product, help, or checkout page
• Visit your website multiple times without making a purchase

If you want an inside peek at how to set up chat campaigns in Gorgias, check out our help doc on the subject. Alternatively, book a demo (and ask about chat campaigns.)

By the way, this tip is part of our CX Growth Playbook, which offers 18 tactics to boost ecommerce revenue by 44% through exceptional customer service. 

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2) Proactively welcome new followers on social media with a DM

Most brands already use social media for customer service. But in addition to managing incoming DMs and comments on your various social media accounts, you can nurture customer relationships by sending a welcome DM to new followers on Instagram, Facebook, TikTok, Twitter, LinkedIn, or any other social media platform.

You can say hello, thank them for the follow, direct them to some helpful new-shopper information, or even offer a unique code for their first purchase. Also, let them know they can chat with you right within your DMs should any issues come up now or in the future.

This kind of proactive, relationship-building activity reinforces the notion that your customer support team isn’t just there to respond to tickets (like the 21st-century version of a call center). Instead, they should find new ways to nurture long-lasting customer relationships and proactively provide the information and discounts customers need to make their first, second, or tenth purchase.

Here’s a template for welcome DMs you can use:

“Welcome to [brand] 🙌. [Personalized message related to your brand.] Here’s a 10% discount code for being a new member: [coupon]. Please explore our Insta and our products and reply here if you have any questions!”

3) Celebrate key customer moments 

Proactive customer support isn’t just helpful for new customers. You can delight your most loyal customers by proactively reaching out to celebrate key milestones like their birthday or the anniversary of their first purchase.

If you want to automate this process, you can use a tool like Zapier to trigger a workflow whenever a customer creates their first order and, if the customer spends more than a certain amount once those 11 months are up, create a support ticket in your helpdesk reminding your support team to send them a gift for their first purchase anniversary.

Plus, a customer may opt to share this special occasion on their own social media accounts, broadening your brand’s exposure in a very positive light.

4) Solicit customer feedback at every opportunity

Offering customers proactive customer support that is actually helpful first requires your brand to develop a thorough understanding of its customers' needs, pain points, and common issues. With that in mind, there's no better way to determine what your customers need from proactive customer support than asking them directly. 

For this purpose, surveys and customer feedback tools can prove incredibly valuable, helping you gather direct feedback that you can use to fine-tune your proactive customer service approach — as well as other aspects of your product and customer experience. 

If you don’t, we recommend at least measuring customer satisfaction (CSAT) with a field for open-ended responses where customers can tell you what they like and what they’d change about your business. 

Your CSAT score will give you a gauge of the quality of your offering, making it one of the most important customer service metrics out there. Plus, the qualitative feedback you receive can help you identify areas of the product and customer journey to improve, which helps you proactively avoid issues for future customers.

As you send your CSAT survey to more customers, you may get overwhelmed with responses. A customer service platform like Gorgias can give you a big-picture view of your CSAT across all tickets, as well as let you zoom in on low-scoring tickets to understand what went wrong. 

5) Implement self-service resources that proactively solve common issues

According to customer retention statistics from Microsoft, 66% of customers try self-service options before they decide to contact a brand's customer service team (see our full customer service statistics guide for more stats on consumer behavior). With this being the case, one of the best ways to provide proactive service to your customers is to offer them helpful self-service resources — such as FAQ pages, knowledge base pages, forums, and automated chatbots. 

In addition to improving the customer experience by enabling customers to quickly resolve common issues on their own, self-service resources can also dramatically reduce a company's customer support ticket volume. This way, your agents spend less time answering repetitive questions and more time on high-impact tickets that require a human touch. 

For example, childcare product brand JOONE gets notified when a customer's package runs late. JOONE passes on that information to customers rather than waiting for them to reach out and ask why their order hasn’t arrived yet. 

"If we're more proactive,” says Clara Zaoui, JOONE’s Head of CRM and Customer Care, “the customer can be only happy to be informed and to know that customer service is following their package. It's a more personalized experience."

Take your proactive customer service to the next level with Gorgias

Proactive customer service offers a wide range of benefits — from improving customer satisfaction, to building empathy, to reducing the workload of your customer service team. However, implementing a proactive approach to customer service is also something that requires a very specific set of customer service tools.

As a comprehensive customer service solution, Gorgias provides everything that ecommerce store owners need to start offering effective proactive customer support, including social listening tools, live chat widgets, an automated customer service workflow builder, and self-service solutions such as FAQ pages and knowledge bases.

If you would like to start taking a proactive approach to customer service, improve customer satisfaction, and reduce the size of your customer support staff, then Gorgias is an excellent solution to consider. To learn more about the benefits that Gorgias can have for your online store, be sure to check out our comprehensive overview of Gorgias's many features and uses.

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How many times have you left an online store, mid-purchase, after trying and failing to find the answers you needed?

According to Baymard Institute, about two-thirds of carts end up abandoned. Luckily, live chat can help convert those customers — providing well-time customer service at the height of buying intent.

Companies that leverage live-chat tools on their websites provide a stronger customer experience, maximize the efficiency of their customer support agents and see bigger gains in revenue and customer retention. 

Plus, it has exploded in popularity recently and continues to grow. Even if you don’t have live chat enabled on your website, there’s a good chance your competitors are in the 85% of companies projected to be using it in 2022.

In this article, we’ve listed 22 live chat and chatbot statistics that show just how beneficial these tools can be for your company and customer support team. 

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1) 86% of live chat tickets end with a satisfied customer

Recent live chat statistics from the Gorgias platform demonstrate that the majority of customers are satisfied with their live chat experiences for support. In fact, we found 86% of live chat conversations on the Gorgias platform end with a 4- or 5-star CSAT rating. There are a number of issues that can arise with any type of digital customer communication method, but based on these statistics, it’s fair to say that live chat offers a clear path to customer satisfaction. 

Source: Gorgias

2) 79% of businesses say offering live chat features has positively impacted sales, revenue, and customer loyalty

This data point drives home the win-win nature of live chat for companies and customers. If your company is going to invest in new technology and take the time to train your customer support team in how to use it, you’ll want to make sure it’s worth it. 

If you’re still not convinced: In 2021, brands using the Gorgias chat widget generated an average of $38,702 from conversations involving chat.

Sources: ltvplus

‍3) Adding live chat to your website can improve conversions by 12%

Converting website visitors to customers is key to any successful ecommerce business, so most companies will do whatever they need to in order to boost their chances of a conversion. Recent statistics show that adding live chat can increase conversion rates by 12%. This data also tells us that visitors who chat via live chat are 2.8 times more likely to convert than those who do not engage in this form of communication.

This is much more attainable when you combine automation and a human touch in your chat strategy. (Not sure of the difference? Read our post on live chat vs chatbots.)

Source: ltvplus

4) Organizations that used chatbots in 2019 saved an average of $300,000

Leveraging chat tools on your company’s website can help save your company money on staffing and the costs of high churn, and can improve overall customer experience — which often leads to customers spending more money while on your site. 

Source: Intercom

Keep reading with our list of 60+ customer service statistics you should use to inform your team’s support strategy.

5) Approximately 66% of customers expect an immediate response to their inquiries

Nearly two-thirds of buyers report that they expect an immediate response from a support team (“immediate” is defined as within 10 minutes). This may be partially because many customers are used to old-fashioned phone support, which usually results in an immediate solution to the problem. 

This statistic should also tell you that when your customer success team is providing live chat support, they should either respond immediately, or set up an automated message that is sent immediately that states when a team member will be available to assist them. 

With some live chat products, you can also provide a self-service solution. We have found that it can deflect up to 30% of tickets and provide your customers with immediate responses at any hour. You can see an example of the Gorgias self-service chat below.

Source: HubSpot

6) Most problems on live chat are resolved in 42 seconds

Speed doesn’t mean much for live chat customer service if the issues aren’t ultimately resolved. The good news is that a recent industry assessment shows that most customer issues brought to a company via live chat are resolved in less than one minute, once the agent gets to the ticket. 

At the end of the day, your customers want to know they can rely on you and your team to help them out in a reasonable amount of time — especially if the issue is simple and straightforward. 

Source: SnapEngage

7) 42% of customers prefer real-time online chat as their communication method

There’s no question that real-time support via chat is taking over traditional phone support. But it’s not just phone support that is losing to live chat — there are other forms of digital communication that are no longer preferred among customers. Only 23% of customers report preferring email communication for support, and 16% report social media (Facebook, Instagram, Twitter, etc.) and forums as their preferred mode of support communication. 

If a customer has a question, they’re more likely to visit your company’s website and try to engage with a live chat agent. But the real takeaway here is that different customers have different support needs.

It’s important to choose a solution that unifies your support operation across all channels, so you can meet customers where they are without keeping 15 different tabs open. 

Source: SuperOffice

8) 29% of customers report that scripted live chat experiences are the most annoying

Most people can agree that talking to a robot with scripted responses can be a negative and even entirely unhelpful experience. Furthermore, 38% of companies agree that their customers are most annoyed by scripted responses on live chat. 

At Gorgias, we have found shoppers are less bothered by self-service features if they are fast and, more importantly, helpful in getting them to the right agent more quickly. But if you’ve ever typed “I need an agent” five times in a row in a live chat window, you know firsthand that those experiences can be rare.

Source: ltvplus

9) 69% of companies use canned responses in their live chat service

As we discussed earlier, many customers are still turned off by auto-scripted chat bots. Even though many companies agree with this notion, more than two-thirds of companies continue to use canned responses in their live chat services. 

It is important to recognize that there is a distinction between a bot that provides automated responses, and a live customer service agent who refers to a script. Your customer support agents should be able to bring in their own personalities and styles when chatting with customers, but it’s not necessary to reinvent the wheel for each response. 

For example, a script at Disney might look like this:

The above script is called a Macro, and it’s an example of how we strike this balance at Gorgias. Agents can use Macros to quickly respond in a way that is personalized and in line with your company’s voice. This allows for a warmer, more natural support experience. Plus, all the information is pulled in automatically.

Source: Forbes

10) People who spend more online are more loyal to companies that offer live chat

When the pandemic started, online shopping increased dramatically. A household can easily spend $250 per month online — especially if they’re ordering groceries or items they would have normally bought in person. 

Statistics show that, out of consumers who spend between $250 and $500 a month online, 63% are more loyal to companies that have live chat services. They are also more likely to be repeat customers. 

Live chat services can help customers feel seen and heard, so regular customers feel comforted knowing that someone from your customer success team is one message away. This level of service will keep them coming back time and time again.

Source: Kayako

11) 38% of consumers are more likely to buy from a company if they offer live chat support

Even if customers don’t necessarily take advantage of your live chat support feature, over one-third of consumers report they are more likely to make a purchase from an online retailer if they simply have live chat support as an option. Live chat can help show customers that your company is available for any question they have, and that the company cares about their experience. 

Source: Kayako

12) More than 30% of customers expect live chat on your website

To further support the fact that many customers in today’s retail landscape prefer live chat, close to one-third say that they expect to see a live chat option on a company’s website. Similarly, almost 50% of mobile device users visiting your website expect to see a live chat option. To ignore live chat is to ignore a large portion of your customers’ expectations, leading to a poor ecommerce shopping experience and ultimately, less revenue.

Source: Forrester through TechJury

Have Shopify? Learn how to add a live chat to your store.

13) By 2022, about 85% of businesses will use some form of live chat support

Recent data shows that by 2022, the majority of businesses are expected to incorporate some form of live chat experiences to their websites or mobile apps. 

In addition to the statistical benefits of live chat, other benefits include an overall increase in customer satisfaction rate, better customer experience with personalized interactions, and fewer costs while providing simultaneous support to multiple customers. 

Source: Software Advice

Keep your business ahead of the curve: Read about 8 must-know customer service trends for 2022.

14) More companies use live chat for sales than for customer support

Live chat is most commonly used among B2C businesses for customer support and to further enhance the customer experience. According to recent data, more companies use live chat for sales than support. Among B2B companies, 85% are using live chat mainly for sales and 66% are using it mainly for support. Among B2C companies, 74% are using live chat for sales more, while 67% are using it mainly for support.

Source: FinancesOnline

Drive more sales with these 9 tips for ecommerce upselling.

15) The global live chat software market is set to hit $987 million by 2023

Perhaps one of the most important statistics on this list, the global live chat software market is set to grow at unprecedented rates over the next year. The live chat software market is also registering a compound annual growth rate (CAGR) of 7.5% from 2017 to 2023. 

As a business leader or owner, this is excellent news for your company because it means that you will have multiple options for live chat products. All live chat software is not created equal, so researching companies and asking questions to make sure a product can meet the unique needs of your business is key. 

For example, you should consider:

• Website performance and loading time
• Front-end customization options
• The ability to use templated replies (we call them Macros)
• How easy it is to integrate other tools
• Availability options, if you don’t offer 24/7 support

Source: Allied Market Research

Related: Get our in-depth list of the best live chat apps for Shopify.

16) 95% of customers value high-quality support over speed with live chat

Research shows that almost all customers (95%) value higher quality support over speed when it comes to live chat apps. This isn’t to say that customers are content with long average wait times. Rather, it reveals that consumers prefer slower, more personalized live chat support when it leads to higher quality service. 

Luckily, with a combination of live chat and a chatbot, you don’t have to compromise between speed and customer experience.

Source: Finances Online

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17) Most customers prefer live chat because of the shorter wait times and added convenience

Among the reasons customers prefer live chat over any other form of customer communication are the lack of wait times (34%) and the increased convenience (26.9%). The data also shows us that customers appreciate that they can privately engage with a brand, express their concerns, and receive quick solutions to their issues. 

In this case, live chat is a critical tool for building trust with your customer base and establishing long-term customer relationships. 

Source: SoftwareAdvice

18) Online chatting with a human provides the quickest solutions

The time spent talking to a customer service agent is often cited as a reason customers prefer live chat over other customer communication options. In one study, chatting online with a human came in first place for the shortest chat duration, resolving an issue in just 24 minutes. This is compared to email (157 minutes), social media messaging (58 minutes), and online chat with a bot (27 minutes).

Source: TopBots

19) When initiating a live chat, 40% of consumers are skeptical they’ll receive help promptly

Although customers prefer live chat sessions over email, phone, and social media support, two-fifths of them lack faith that they’ll get the support they need in a reasonable amount of time. 

While this lack of confidence isn’t ideal, it provides an opportunity for you and your customer success team to prove to your customers that your company’s live chat is fast and helpful. This is also a key reason many of our customers use self-service features in their live chat experiences.

Building trust with your customers turns them into lifelong customers, helps with your company’s ecommerce churn rate and lead generation, and can ultimately boost your customer success team's morale as they successfully resolve tickets. 

Source: Kayako

20) Millennials prefer live chat for customer service over every other communication channel

When it comes to younger generations, speed and convenience are priorities. Among millennials specifically, live chat tools are the preferred method of communication when contacting a company. 

According to a report by Software Advice, the top reason they prefer live chat is because it can dramatically decrease holding time. Even more, 71% of those surveyed between 16 and 24 years old think the customer experience could be drastically improved with quicker response times. That percentage drops only slightly (65%) for those between the ages of 25 and 34. 

Source: Comm100

21) 29% of customers say they’ve shared a positive live chat experience with friends

As much as marketing and sales have gone digital, there’s still something extremely powerful about word of mouth. People are more likely to share positive customer service experiences over “just okay” experiences. Among younger generations like millennials and Generation Z, talking among friends and sharing experiences about online retailers is the norm. 

Online shopping experiences have become even more widely discussed since the coronavirus pandemic began in 2020, as many people have defaulted to shopping online instead of making trips to brick-and-mortar stores. 

Source: Kayako

22) 58% of millennials want access to brands anytime, anywhere

Following up on how millennial customers prefer to communicate with brands, more than half expect to be able to engage with a brand whenever they choose. 

To be available to them across all platforms, you need to ensure your live chat integrates into a customer support solution that can bring those channels into your dashboard. Otherwise, you’ll be clicking back and forth between different windows for every new ticket.

It may seem easier to just make them come to your preferred channels, but overlooking the preferences of millennials and Gen Z can negatively affect your business as their buying power grows.

Source: Comm100

Gorgias brings live chat to ecommerce businesses

Now that you’ve explored the latest data on chat tools, you can see why a live chat tool is a worthy addition to any ecommerce business. But as we mentioned earlier, all live chat solutions are not created equal. I

Gorgias live chat integrates into our leading platform for ecommerce customer support. You can handle live chat tickets alongside those from email, phone, and social media to more easily serve your online customers. You can even proactively reach out to customers to resolve more issues and boost sales. Then automate your most repetitive inquiries to make time for the conversations that matter to your business.

Our tool was specifically built to work seamlessly with major ecommerce platforms like Shopify, Magento, and BigCommerce, and our integrations go deeper than any other platform. Sign up today to see how our chat tools can help your business grow.

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