Updated : Mar 30, 2024
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Adding Live Chat to Your BigCommerce Store: 4 minute Guide

Reviewed By :

Drashti bhadesiya
Adding Live Chat to Your BigCommerce Store_ A Simple and Engaging Guide

Adding Live Chat to Your BigCommerce Store: 4 minute Guide

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Are you thinking about enhancing your BigCommerce store’s customer service?

Adding a Live Chat to Your BigCommerce Store could be the game-changer you’re searching for. This powerful feature establishes a direct communication line with your shoppers, providing real-time answers to their questions and resolving their issues promptly.

You may ponder on the “how” of integrating such a dynamic tool into your BigCommerce setup.

Fear not. Our straightforward guide is designed to effortlessly navigate you through adding live chat to your BigCommerce store. We’ll cover everything from customizing your chat interface to optimizing your customer engagement strategies.

Prepare to revolutionize your customer service and witness a significant boost in your sales figures.

Boost Your BigCommerce Store with Live Chat in 8 Simple Steps!

  1. Create a customer account in Desku.
  2. Log in to your Bigcommerce admin panel and go to Storefront.
  3. Go to Script Manager and click Create a Script.
  4. Set the following script parameters: Location on page → Footer, Select pages where script will be added → Store pages, Script category → Functional, Script type → Script.
  5. Copy the widget code from the Chat Widget section of your Desku’s Setting > Integration > Live Chat.
  6. Go back to the Bigcommerce admin panel, paste the widget code into the Script contents field.
  7. To see the visitor’s cart contents when chatting add the following code right after the widget code: [ Desku Chat Widget Code ]
  8. Click Save. Done!

And this Smart AI helper (your new personal assistant) will help you get it done in 2 minutes!

How Adding Live Chat to Your BigCommerce Store works?

Adding a live chat to your BigCommerce store enhances customer engagement and support. Here’s a streamlined process to integrate live chat:

  1. Choose a Live Chat Provider: Start by selecting a live chat service that suits your business needs. Popular options include LiveChat, Tidio, and Zendesk Chat. Consider factors like ease of use, customization options, and integration capabilities with BigCommerce.
  2. Create an Account: Once you’ve chosen your provider, sign up for an account. This typically involves providing basic information about your business and creating login credentials.
  3. Install the Live Chat App: Log in to your BigCommerce dashboard, navigate to the “Apps” section, and search for your chosen live chat app in the BigCommerce App Marketplace. Click “Install” and follow the prompts to add the app to your store.
  4. Configure Your Live Chat Settings: After installation, configure your live chat settings according to your preferences. This can include customizing the chat widget’s appearance, setting up automated greetings, and creating response templates for common questions.
  5. Embed the Live Chat Code: Some live chat providers may require you to manually embed a piece of code into your BigCommerce store. If needed, copy the provided HTML/JavaScript code and paste it into the footer scripts section of your store’s theme. This can be found under Storefront Design > My Themes > Edit Theme Files.
  6. Test the Live Chat Functionality: Before going live, test the chat feature to ensure it’s working correctly. Check the appearance of your store, send “test” messages, and verify that notifications are received promptly.
  7. Train Your Team: Ensure your customer service team is familiar with the live chat system. Provide training on managing chat conversations, using canned responses, and handling multiple chats simultaneously.

By following these steps, you’ll be able to offer real-time support directly from your BigCommerce store, improving the shopping experience for your customers and potentially increasing sales.

Optimize Chat to increase conversion rates for your store

To give your store’s conversion rates a boost, let’s focus on three main aspects:

  • It’s important to give a warm welcome to your store visitors. It’s more than just about manners, it’s about building a friendly rapport right from the start.
  • Time is of the essence when it comes to responding to chat queries. Quick and efficient responses can leave a lasting positive impression on customers, encouraging them to make a purchase.
  • Let’s make it super easy for customers to engage with the live chat. How about placing chat prompts on pages with a lot of activity? We could also use chat campaigns to focus on certain pages, making customer engagement even better.

1. Always Introduce Yourself to Your Store Visitors

Hey there! Just wanted to let you know how important it’s to introduce yourself to everyone who visits your BigCommerce store. It’s like saying hello to a friend who walks into your shop.

By adding this personal touch right from the start, you’re creating a warm and friendly atmosphere. Your customers will appreciate this and feel more at ease, which means they’re more likely to stick around and chat.

In the end, this positive interaction can boost customer satisfaction and engagement, and who knows, it might even lead to more sales for your store.

2. Be Fast

Let’s talk about how to optimize your live chat function on your BigCommerce store, shall we? It’s all about speed, really. You see, when you reply swiftly to customers, you’re not just winning their hearts, but also potentially boosting your sales by up to a whopping 50%!

Customers appreciate quick and personalized chats. Therefore, making speed your best friend in chat support is a great move. How do you feel when someone replies to your messages promptly? Good, right? That’s exactly how your customers feel. They’re more likely to buy from you when their needs are addressed without delay.

Now, where you place your chat widgets also matters. High-traffic pages? That’s where they should be. Plus, chat campaigns are also a great tool to improve engagement rates.

Also, think about making your live chat as accessible as Facebook Messenger. This can help to lower bounce rates and even raise your conversion rates by around 15%.

3. Make Live Chat Access Incredibly Easy

It’s super important to have a chat feature that’s easy to find and use on your BigCommerce store. This can really help boost those conversion rates. You know, you can use something like Gorgias Chat to make interactions feel more personal. Try setting up chat widgets on your most visited pages to give your customers the help they need.

And remember, speed is key. Getting back to customers quickly can make a big difference in their satisfaction and loyalty.

You can also set up chat campaigns for specific pages to get customers more engaged. Having an easy-to-find chat feature can really improve the whole customer experience and bump up your conversion rates. So, make sure you have a chat widget that’s easy to find and use, and you’ll be providing top-tier support and boosting your store’s success.

How to Add Desku’s Live Chat App to Your Bigcommerce Store

Transform your customer service experience and engage with your visitors in real-time by adding Desku’s live chat to your BigCommerce store. With Desku, streamlining communication becomes effortless, ensuring your customers always have the support they need, right when they need it. Here’s how to integrate Desku’s powerful live chat widget into your store, step by step:

  1. Start in Your BigCommerce Admin Panel: First things first, log into your BigCommerce admin panel. Navigate to the ‘Storefront’ section to begin the magic.
  2. Access Script Manager for Custom Scripts: Within ‘Storefront,’ locate and select ‘Script Manager.’ Ready to make some changes? Click on ‘Create a Script’ to open up a world of possibilities.
  3. Define Your Script Parameters: Here’s where you tailor your setup. Set your script to load in the ‘Footer’ to ensure seamless operation across your store. Choose ‘Store pages’ to have Desku’s live chat available wherever your customers are. For ‘Script category’ and ‘Script type,’ pick ‘Functional’ and ‘Script,’ respectively, to optimize performance without hindering page load speed.
  4. Insert Your Desku Widget Code: Head over to Desku and grab your unique widget code from ‘Settings’ > ‘Integration’ > ‘Live Chat.’ This code is your key to unlocking direct communication with your customers.
  5. Embed Your Code: Back in the BigCommerce admin panel, under ‘Script contents,’ paste your Desku widget code. This integrates Desku’s live chat into your BigCommerce store, setting the stage for unmatched customer interaction.
  6. Enhance with Cart Content Viewing: Want to see your visitor’s cart contents during chats for a more personalized interaction? Simply add the provided Desku code snippet immediately after your widget code. This feature is a game-changer for offering tailored recommendations and support.
  7. Activate Your Integration: Hit ‘Save’ to bring your setup to life. Just like that, Desku’s live chat is ready to go, promising a more engaging, supportive, and personalized shopping experience for your customers.

By integrating Desku’s live chat into your BigCommerce store, you’re not just adding a communication tool; you’re embracing a strategy to boost customer satisfaction, drive sales, and build lasting relationships. With Desku, every chat becomes an opportunity to delight and convert, making your store not just a place to shop, but a place to connect.

Why to Add Live Chat to Your BigCommerce Store

Enhanced Customer Support

Adding Desku Live Chat to your BigCommerce store transforms customer support, offering real-time help directly on your site. This instant accessibility means customers can receive immediate answers to their inquiries, significantly boosting their satisfaction and trust in your brand. It turns casual browsers into loyal customers by showing them that help is just a chat away, anytime they need it.

Increased Sales and Conversions

Integrating Desku Live Chat into your BigCommerce store can significantly enhance sales and conversions. By engaging customers directly on your site, you provide personalized shopping advice and product recommendations, directly influencing their buying decisions. This immediate, tailored support not only resolves doubts but also encourages customers to make purchases, directly impacting your store’s conversion rates and bottom line.

Better Understanding of Customer Needs

Desku Live Chat offers unparalleled insights into your customers’ needs and preferences. Through direct interactions, you can gather feedback, understand pain points, and observe shopping behaviors. This valuable information allows for more informed decisions regarding product offerings, marketing strategies, and overall user experience, tailoring your store to meet the exact needs of your audience.

Reduced Response Times

In today’s fast-paced digital world, customers expect quick answers. Desku Live Chat drastically reduces response times, providing instant support compared to traditional channels like email. This efficiency not only enhances the customer experience but also demonstrates your commitment to customer satisfaction, setting your BigCommerce store apart from competitors who may not respond as swiftly.

Higher Customer Retention

Desku Live Chat fosters stronger relationships with your customers by ensuring they feel heard and valued. This personalized interaction increases customer satisfaction, which is key to retention. Customers are more likely to return to a store where they know support is readily available, making Desku Live Chat a powerful tool for encouraging repeat business and building a loyal customer base.

Competitive Advantage

In a crowded online marketplace, offering superior customer service can be your BigCommerce store’s biggest differentiator. Desku Live Chat provides a direct communication line with customers, offering immediate assistance and personalization that many competitors may lack. This advantage not only attracts new customers but also retains existing ones, elevating your brand’s reputation and market standing.

Cost-Effective Customer Service

Desku Live Chat is a cost-effective solution for enhancing your BigCommerce store’s customer service. By enabling real-time communication, it allows you to handle multiple inquiries simultaneously, reducing the need for a large customer service team. This efficiency not only cuts down on operational costs but also ensures that resources are used effectively, improving your overall service quality without a significant increase in expenditure.


Incorporating Desku Live Chat into your BigCommerce store is more than just an upgrade; it’s a strategic move towards cultivating a thriving online community. By enhancing customer support, boosting sales, understanding customer needs, reducing response times, retaining customers, gaining a competitive edge, and optimizing costs, Desku Live Chat propels your business forward. 

It embodies the essence of exceptional customer service, fostering connections that turn visitors into loyal patrons. In the digital age, where customer experience reigns supreme, Desku Live Chat stands as a beacon of innovation, guiding your store to unparalleled success and satisfaction.

Gaurav Nagani
Gaurav Nagani
As Founder & CEO of Desku.io, Gaurav has made a distinct mark in the customer support and ai bot field. His commitment to AI-enhanced solutions and his industry experience have been instrumental in modernizing customer service.

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