Shopify introduces native chat tool for e-commerce sites on the platform

Shopify launched its new Shopify Chat tool on Wednesday. The consumer-facing native chat function can be implemented on Shopify e-commerce sites at no additional cost.

Once the new feature is enabled, the chat tool will display on all pages of the merchant’s online store and is compatible with all browsers and operating systems.

Why we should care

By adding a chat function to its array of features, Shopify is giving merchants the ability to communicate with their website visitors without the added cost — or extra layer — of new technology.

A recent survey of more than 1,000 online shoppers by Drift and SurveyMonkey showed a top priority for shoppers is the ability to quickly communicate with a brand when there is a customer service issue. For e-commerce sites, being able to quickly resolve issues and answer questions can be the determining factor of whether or not a site visitor completes a transaction.

Shopify Chat integrates with Shopify Ping, the company’s mobile messaging app for merchants that already integrates with Facebook Messenger and Apple Business Chat. Merchants will be able to chat with customers across these platforms, including their own websites, from a single interface.

More on the news

• Shopify Chat is Shopify’s first native consumer-facing chat application for merchant websites.
• Shopify Ping, launched last year, is a merchant-facing messaging tool for Shopify customers that allows them to consolidate communications on one platform. The company added Apple Business Chat to its Shopify Ping integrations in June.
• The Drift and SurveyMonkey sur found consumers expect the same response time from a chatbot as they do from face-to-face interactions with a brand.

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About The Author

Amy Gesenhues

Amy Gesenhues was a senior editor for Third Door Media, covering the latest news and updates for Marketing Land, Search Engine Land and MarTech Today. From 2009 to 2012, she was an award-winning syndicated columnist for a number of daily newspapers from New York to Texas. With more than ten years of marketing management experience, she has contributed to a variety of traditional and online publications, including MarketingProfs, SoftwareCEO, and Sales and Marketing Management Magazine. Read more of Amy's articles.