In e-commerce, live chat has become an indispensable tool for communicating with customers in real time, answering questions and increasing sales through fast support. There are numerous plugins available for Shopware 6 that integrate live chat providers. Four of the most popular solutions are LiveChat.com, Brevo Conversations, Userlike and Crisp. But which plugin is the best for your requirements? In this article, we take a critical look at the functions, advantages and disadvantages of these providers.
1. LiveChat.com: The professional solution for large teams
LiveChat.com is a leading tool for customer communication and service – perfect for companies with high support volumes. With its plugin for Shopware 6, LiveChat.com can be quickly and easily integrated into your store.
Functions:
- Real-time communication directly on site.
- Integration of chatbots to automate standard requests.
- Comprehensive reports with KPIs such as response times, customer satisfaction and chat performance.
- Support for messenger channels (Facebook Messenger, WhatsApp).
Advantages:
- Perfect for medium-sized and large teams thanks to expandable functions and team management tools.
- Detailed reporting provides valuable insights into support.
- Supports multiple team members and chats simultaneously.
- Integration with third-party tools such as Zendesk, Slack or CRM systems.
Disadvantages:
- Costs can rise quickly, as extended functions (e.g. chatbots) have to be paid for separately.
- Sometimes complex setup for companies without IT knowledge.
- The user interface may seem overloaded for beginners at first.
Ideal area of application: Large companies and stores with high customer volumes that require professional customer service and detailed statistics.
2 Brevo Conversations: The tool for small to medium-sized companies
Brevo Conversations (formerly Sendinblue Conversations) is part of the Brevo suite, which is already known for its email and marketing automation. The chat solution offers a streamlined design and multichannel focus.
Functions:
- Live chat with customers in real time.
- Integration of e-mail and Facebook Messenger in one interface.
- Automated responses for frequent requests.
- CRM functions for personalizing customer interactions.
Advantages:
- Very easy installation and operation – perfect for Shopware 6 beginners.
- User-friendly interface with fast familiarization time.
- Favorable pricing model for smaller stores with a limited budget.
- Seamless integration with other Brevo tools (e.g. email marketing).
Disadvantages:
- The range of functions is less extensive than that of competing solutions.
- No advanced automation options such as AI-driven chatbots.
- Limited focus on reporting and analysis tools.
Ideal area of application: Small to medium-sized stores looking for a cost-effective and fast multichannel solution.
3. userlike: The German market leader for GDPR-compliant live chat
Userlike is one of the best-known live chat platforms in Europe and is primarily aimed at companies with a strong focus on data protection and customer centricity. The plugin for Shopware 6 scores with simple integration and powerful features.
Functions:
- Real-time chat with customers and integration of popular messengers such as WhatsApp, Facebook and Telegram.
- Automatic chatbots for standard questions (e.g. opening hours or product information).
- GDPR-compliant storage of data on European servers.
- Call analytics and reports to optimize your support.
Advantages:
- High security and data protection standards – ideal for EU-based companies.
- Direct integration with external platforms such as WhatsApp and CRM systems.
- Customizable chat widgets to personalize the user experience.
- Proactive chatting: Contact is made by the system based on user actions (e.g. shopping cart abandonment).
Disadvantages:
- No free version – limited testing options for smaller stores.
- Higher entry costs compared to other solutions.
- Automation options are limited and not as flexible as with LiveChat or Crisp.
Ideal area of application: Medium-sized companies that value data protection and are particularly active in Europe.
4 Crisp: The all-in-one solution for communication and marketing
Crisp sees itself as a versatile communication solution with a focus on integration, customer service and marketing. In addition to chat functions, Crisp also offers tools such as knowledge databases and automated ticket systems.
Functions:
- Live chat, including email and chatbots.
- Knowledge database: Automation of answers to frequently asked questions through self-service.
- Co-browsing: Accompany your customers live through the store.
- Integration of CRM functions and e-mail marketing.
Advantages:
- Highly customizable user interface for individual branding options.
- Comprehensive automation and self-service tools save time in support.
- Uniquely usable for sophisticated customer service with co-browsing.
- Free version available for smaller stores.
Disadvantages:
- A premium subscription is required for advanced functions such as CRM integration or marketing tools.
- The chat bots require advanced configurations, which requires more training time.
- For stores with a high customer throughput, the solution could be scalable to a limited extent.
Ideal area of application: Innovative stores looking for a flexible solution for customer service and marketing.
Comparison table of Shopware 6 plugins
| Plugin | Professional level | Costs | GDPR compliance | Automation | Multichannel support |
|---|---|---|---|---|---|
| LiveChat.com | High | High | Partially | Very good | Yes |
| Brevo Conversations | Medium | Inexpensive | Yes | Restricted | Yes |
| Userlike | Medium/Professional | Medium | Yes (very high) | Medium | Yes |
| Crisp | High | Medium/favorable | Yes | Very good | Partially |
Which live chat integration for Shopware 6 is right for you?
The choice of the best live chat plugin for Shopware 6 depends heavily on individual requirements:
- For large stores: LiveChat.com offers a professional solution with advanced automation and expandable functionality.
- For small to medium-sized stores: Brevo Conversations is the cost-effective multichannel solution with simple installation.
- For European companies: Userlike is perfectly suited as it offers the highest data protection standards.
- For innovative and creative stores: Crisp shines with versatile functions, co-browsing and a free basic version.
It is best to test the plugins in live operation to find out which one best suits your store and your customer needs.
