Shopify now includes live chat for all merchants
Shopify announced free live chat for every store regardless of plan. Live chat plays a huge role in converting browsers into buyers — here’s how to use it well.
Why live chat matters
- Customers with questions buy 3-5x more often than silent browsers
- 83% of online shoppers need help during purchase
- Live chat resolves issues faster than email or phone
- Chat transcripts give you product/site improvement ideas
How to use Shopify’s built-in chat
- Enable Shopify Inbox in your admin settings
- Install the Shop app on your phone for instant notifications
- Set business hours so chat shows when you’re available
- Create canned responses for common questions
- Use the chat to upsell during conversations
When to upgrade beyond built-in chat
For higher volume stores, consider Gorgias, Tidio or Crisp — they offer routing, automation, multi-channel inbox (chat + email + Instagram + Facebook in one place) and AI auto-replies.
Set up live chat properly
We configure Shopify Inbox, Gorgias or any chat system as part of every build.