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How to Add Live Chat to Your Shopify Store with 3 Simple Steps 

How to add live chat to your Shopify store

42% of customers choose live chat as their preferred method of choice to contact brands. Due to the convenience and short wait times, live chat is more and more favored and results in the highest customer satisfaction compared to other customer service channels. 

If you’re looking for how to add a live chat to your Shopify store, you’ve come to the right place. In this post, we will guide you on how to do that with just 3 simple steps. 

What is live chat?

Live chat is basically a way of communicating with someone online in real-time. You know how sometimes when you’re shopping on a website or trying to get some help from a company, there’s a little box that pops up and asks if you want to chat with someone? That’s live chat!

Instead of calling or emailing someone, you can just type your question or message into that little box, and then a real person on the other end will respond to you right away. It’s a really convenient way to get help or information quickly, without having to wait on hold or wait for an email response. Plus, it can be a lot more personal than just reading an FAQ or trying to figure things out on your own.

Basically, live chat is just like texting with someone, but it’s happening in real-time and you’re getting help or information from a real person. It’s pretty cool!

live chat support

7 key benefits of live chat to your e-commerce store

1. Time saving 

Live chat is a great way for ecommerce stores to provide customer support in real-time. This means that when customers have questions or need help with something, they can reach out to the store and get a response right away.

This is different from other support channels like email or phone, where customers may have to wait a long time for a response or feel uncomfortable talking to someone they don’t know.

By using live chat, ecommerce stores can handle multiple customer queries at once, which helps them support more customers in less time. This is great for customers who don’t want to wait around for a response and for stores that want to provide fast and efficient support.

2. Reduce cart abandonment 

When shopping online, many customers face issues or have questions that stop them from completing their purchase. In fact, 83% of online shoppers need some kind of support during the buying process. That’s where live chat comes in. By providing live chat support, ecommerce stores can reach out to customers directly, understand their concerns, and provide solutions in real-time.

This means that customers can get the help they need at the exact moment they need it, which can boost their confidence and increase the likelihood that they’ll complete their purchase. By reducing cart abandonment, ecommerce stores can increase their sales and improve customer satisfaction.

3. Gather customer data 

When customers chat with your agents, you can ask them for basic information like their name, email address, and contact number. This information can be stored directly in the live chat software, making it easier for your agents to recognize returning customers in the future. This helps to avoid asking customers to repeat themselves, which can be frustrating for them.

Moreover, you can use the data you collect to add tags or notes about a customer’s personal interests and preferences. This information can be incredibly useful for your agents to provide tailored recommendations to customers.

For example, if a customer mentions that they prefer eco-friendly products, you can add a tag to their profile and make sure your agents recommend eco-friendly products to them in the future.

By gathering customer data through live chat, you can build a more personalized relationship with your customers. This can lead to increased customer satisfaction, loyalty, and ultimately, more sales.

4. Increase customer satisfaction and loyalty 

Live chat allows customers to chat directly with the brand representative, which is quick and convenient. You don’t have to wait on hold or worry about your email being lost in the pile. When customers get instant support, they are more satisfied with their shopping experience.

Happy customers are more likely to become loyal customers. They may come back to your online store for their future purchases, recommend your store to their friends, and leave positive feedback about your brand. Building a loyal customer base is crucial for the success of any ecommerce store, and live chat can help you achieve that.

5. Cost-effective customer support

Live chat requires less resources and staff compared to other support channels, such as phone support or email support. With live chat, one customer support agent can handle multiple chats simultaneously, which makes it a more efficient use of time and resources.

Moreover, live chat does not require the same level of infrastructure as other support channels, such as phone support, which requires a dedicated phone line and phone system. With live chat, all that is required is an internet connection and a chat software or platform.

Live chat also reduces the amount of time and resources spent on handling support tickets. Since customers can get their questions answered in real-time through live chat, they are less likely to submit support tickets or emails, which can take more time and resources to address.

Additionally, live chat can help reduce the number of returns or refunds. Since customers can get immediate assistance with their questions or issues, they are more likely to make informed purchasing decisions, reducing the likelihood of returns or refunds.

6. Faster problem resolution

Live chat allows customers to get immediate help and support for any issues or concerns they may have. When a customer encounters a problem, they can quickly initiate a chat session with a customer service representative, who can then provide assistance in real-time.

Unlike other support channels, such as email or phone support, live chat allows for faster communication between the customer and the support agent. Customers don’t have to wait for a response to an email or wait on hold for a phone call. Instead, they can get help right away through the live chat platform.

Live chat also allows support agents to handle multiple conversations at once, which can help reduce wait times for customers. For example, an agent can handle multiple chat sessions simultaneously, answering questions and resolving issues in real-time.

Furthermore, live chat often provides agents with access to information such as customer order history and browsing behavior, which can help them provide more personalized and relevant support. This can lead to faster problem resolution as agents can quickly identify the root cause of a customer’s issue and provide a solution.

7. Improve brand reputation

Live chat can help to enhance the perception that customers have of the brand. When customers receive excellent support through live chat, they are more likely to view the brand positively and feel confident in their decision to do business with the store.

Live chat support can help to establish a positive and professional image of the ecommerce store, as it shows that the store cares about providing excellent customer service and is committed to meeting customer needs. This can lead to increased trust in the brand and a greater likelihood that customers will recommend the store to others.

Furthermore, a positive brand reputation can help to attract new customers to the ecommerce store, as consumers are more likely to purchase from a store with a good reputation. By providing excellent support through live chat, ecommerce stores can build a positive brand reputation and stand out from competitors who may not offer the same level of customer service.

NestDesk – The best live chat app for Shopify store

NestDesk is Shopify live chat app that powers you to support customers in real-time and take customer experience to the next level. It provides all features you need to deliver excellent service via a live chat portal. 

NestDesk highlight features: 

  • Consolidated dashboard: Centralize all messages from multiple channels (Facebook Messenger, live chat, etc) in one dashboard
  • Sales generation: Create & edit Shopify orders without leaving the dashboard
  • Built-in contact profile: View customer information, preferences, order history, and message history next to each message 
  • Tag: Label messages and keep them organized 
  • Auto-assign: Assign new messages to online agents on autopilot
  • Private notes: Leave private messages for teammates inside the conversation 
  • Analytics report: Measure & evaluate performance with intuitive metrics

Wanna see how NestDesk is beneficial for your online store? Let’s try NestDesk for Free now

NestDesk customer service app

How to add live chat to your Shopify store

Using NestDesk, you can easily add live chat widget to your Shopify store in minutes. No coding or technical skills required. 

Follow 3 simple steps below to add live chat to your Shopify store 

Step 1: Create a NestDesk account 

Click here to sign up for a new NestDesk account.

Create a NestDesk account 

Step 2: Install NestDesk app in your Shopify store 

After creating a NestDesk account, please navigate to Settings > Integrations > Shopify

NestDesk Dashboard

Then you will be directed to NestDesk app listing page. Now please click on Install app button. 

NestDesk app listing

Step 3: Enable live chat on your Shopify store 

Go to Settings > Integrations > Live Chat. Then you click on the Edit icon as shown below. 

Enable live chat on your Shopify store

After that you switch on Integration Settings toggle > click on Go to app embeds button. 

Now you will be directed to Shopify theme editor page. Please switch on the NestDesk app toggle and hit Save button. 

Come back to the Integration page in your NestDesk account > click on Save button. 

Set up live chat

It’s done. Here’s how the live chat widget displays on the website. 

How the live chat widget displays on the website

If you need any help in adding live chat to your Shopify store, please contact us via live chat or email at [email protected]. Our dedicated team is happy to help! 

Turn your live chat into a powerful sales channel

Live chat is essential and brings many benefits for both online businesses and shoppers. It makes communication between buyers and sellers become easier than ever and leverages more online purchases. 

Start using NestDesk app now to deliver excellent live chat support to your customers.


Meet our Author


Author at NestScale

Rachel is a Saas marketer writing about technology, digital transformation, and solutions for eCommerce businesses. When not writing, she enjoys traveling, watching TV shows, and cooking new recipes.


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