Why Live Chat Works
Customers abandon orders when they have unanswered questions:- “Can you accommodate 50 people for lunch on Friday?”
- “Do you offer gluten-free options for the whole menu?”
- “Can I customise the platters for my event?”
- “What’s the lead time for a catering order?”
Studies show that visitors who use live chat are 3x more likely to convert than those who don’t. For high-value orders like catering, the ROI on chat support is substantial.
Best For
Live chat is particularly valuable for:| Store Type | Why Chat Helps |
|---|---|
| Catering | Large orders require custom quotes, dietary accommodations, delivery logistics |
| Corporate ordering | B2B customers expect a consultative sales process |
| Complex menus | Stores with many customisation options or dietary variations |
| High-value items | Expensive orders where customers want reassurance |
| New stores | Building trust with first-time customers |
Supported Chat Integrations
storekit has built-in support for four chat platforms. Enable them directly from your dashboard - no code required.Intercom
Intercom is a premium customer messaging platform with powerful automation. Best for: Established businesses wanting advanced features- AI-powered chatbots for common questions
- Saved replies for fast responses
- Customer data integration
- Mobile apps for on-the-go support
- Pricing: From $39/month
tawk.to
tawk.to is a completely free live chat solution. Best for: Small businesses and those just starting out- 100% free forever
- Unlimited agents
- Mobile apps included
- Customisable widget
- Optional paid add-ons (hired agents, video chat)
Superchat
Superchat unifies WhatsApp, Instagram, Facebook, and web chat. Best for: Businesses already using WhatsApp for customer communication- WhatsApp Business integration
- Multi-channel inbox
- Team collaboration
- German-based (GDPR compliant)
- Pricing: From €89/month
Front
Front is a shared inbox platform that includes live chat. Best for: Teams who want chat integrated with their existing email workflow- Shared inbox for all channels
- Team collaboration and assignments
- CRM integrations
- Analytics and reporting
- Pricing: From $19/month
Quick Comparison
| Platform | Price | Best For |
|---|---|---|
| tawk.to | Free | Getting started, budget-conscious |
| Front | From $19/mo | Teams using shared inbox |
| Intercom | From $39/mo | Automation and AI chatbots |
| Superchat | From €89/mo | WhatsApp-first businesses |
Catering-Specific Tips
For catering stores, live chat can dramatically increase conversions. Here’s how to maximise its impact:Pre-Written Responses
Create saved replies for common catering questions:- Minimum order sizes
- Lead time requirements
- Delivery radius and fees
- Dietary accommodation options
- Payment terms for large orders
- Setup and serving options
Proactive Messages
Configure your chat to proactively reach out on key pages:Qualification Questions
Use initial bot messages to qualify leads:- “What type of event are you planning?”
- “How many guests?”
- “When is your event?”
Quote Requests
For large orders, use chat to gather requirements and provide custom quotes:- Take details via chat
- Follow up with a formal quote by email
- Include a direct link to a pre-built cart if possible
Best Practices
Respond Quickly
Aim to respond within 1-2 minutes during business hours. Slow responses lose sales.
Set Expectations
Display your response hours clearly. Use away messages outside business hours.
Mobile Matters
Install the mobile app so you can respond on the go. Most customers are on mobile too.
Capture Details
Always get email or phone for follow-up. Chat conversations can disconnect.
Operating Hours
Be realistic about when you can respond:- Set clear “online” hours in your widget
- Use auto-responders outside hours: “We’re currently closed but will reply first thing tomorrow”
- Consider a chatbot for basic FAQs when you’re offline
What to Avoid
- Don’t ignore chats - A dead chat is worse than no chat
- Don’t over-automate - Bots frustrate customers with complex questions
- Don’t hide contact info - Chat should supplement, not replace, other contact methods
Measuring Success
Track these metrics to understand chat’s impact:| Metric | What It Tells You |
|---|---|
| Chat-to-order rate | % of chat conversations that result in orders |
| Response time | How quickly you’re answering (aim for under 2 mins) |
| Satisfaction score | Post-chat ratings from customers |
| Revenue influenced | Order value from customers who chatted |
| Common questions | Topics to address in your FAQ or menu descriptions |
If you’re seeing the same questions repeatedly, consider updating your menu descriptions or adding an FAQ section to reduce support load while still capturing the sales.
Getting Started
If you’re new to live chat, here’s a simple path:- Sign up for tawk.to - It’s free and full-featured
- Get your Property ID and Widget ID - Found in your tawk.to dashboard
- Add to storekit - Enter the IDs under Integrations in your storekit dashboard
- Set your hours - Be honest about availability
- Create 5-10 saved replies - Cover your most common questions
- Monitor for 2 weeks - See what questions come in
- Iterate - Adjust your menu/FAQ based on common queries