Smartsupp

What Is Smartsupp?

Picture this: a customer opens your live chat to ask about a product, but they cannot describe what they are looking at. They say something vague — "the page is broken" or "I cannot find the button." Your agent asks clarifying questions. Minutes pass. Frustration builds on both sides.

Smartsupp eliminates this problem by combining live chat with visitor session recording. While a customer chats with your support team, the agent can watch a replay of everything that customer did on your site — the pages they visited, the buttons they clicked, the forms they abandoned. It is like screen sharing, but without asking the customer to install anything.

Founded in 2013 in Brno, Czech Republic, Smartsupp has grown to serve over 100,000 websites, primarily in the e-commerce space. The platform bridges customer support and conversion analytics in a way that neither standalone chat tools nor standalone recording tools can match. An agent does not just respond to what a customer says — they respond to what a customer experienced.

The company is bootstrapped, EU-headquartered, and hosts all data in the Czech Republic. For e-commerce businesses operating under GDPR, Smartsupp offers a live chat solution that requires no data transfers outside the EU.

Key Features

Integrated Session Recording

This is Smartsupp's defining feature. Visitor sessions are recorded as video replays showing mouse movements, clicks, scrolling behaviour, and page navigation. When a customer initiates a chat, the agent can access that visitor's session recording alongside the conversation — seeing exactly what the customer experienced before and during the interaction. This contextual awareness transforms support from reactive guessing to informed assistance.

For e-commerce, the implications are direct: agents can see which products a customer viewed, where they hesitated, and what went wrong in the checkout flow. The recording does not require any action from the customer — it happens automatically in the background, subject to your privacy and consent configuration.

Live Chat Widget

The core live chat is clean and functional. It supports canned responses and shortcuts for common queries, file sharing within conversations, visitor notes and tagging for follow-up, and a mobile app for agents on iOS and Android. Chat ratings let customers provide feedback, and the widget is easy to deploy with a single line of code — no developer required.

The widget is not the most feature-rich in the category. It lacks the sophisticated automation and AI capabilities of Intercom or Tidio. But it is reliable, fast, and does what it needs to do without unnecessary complexity.

Automated Chatbot

Smartsupp includes an automated chatbot with decision tree logic that can handle routine queries, greet visitors, and route conversations to the right agent. The chatbot is available on the Standard plan and above. It covers basic automation scenarios — product recommendations, FAQ responses, opening hours — but lacks the AI-powered intelligence of more advanced chatbot platforms. For businesses with straightforward support needs, it is adequate. For complex automation requirements, it will feel limited.

E-Commerce Integrations

Smartsupp integrates natively with the e-commerce platforms that matter: Shopify, WooCommerce, PrestaShop, and Magento. The Shopify integration installs directly from the Shopify App Store. Google Analytics integration allows chat events to appear in your existing analytics workflow. The integration list is narrower than what you would find with Intercom or Zendesk, but it covers the core e-commerce stack well.

Visitor Tracking and Analytics

Beyond recordings, Smartsupp tracks visitor behaviour including browsing history, current page, referral source, and geographic location. This information is available to agents in real time during chat conversations. Automatic messages can be triggered by visitor behaviour — for example, engaging a customer who has been on the pricing page for more than 30 seconds. The analytics layer is serviceable but less sophisticated than dedicated analytics platforms.

Pricing

Smartsupp's pricing is competitive for the e-commerce segment. The free plan includes one agent, 100 conversations per month, basic live chat, and 14 days of chat history. This is enough for a very small shop to test the waters, but the 100-conversation limit will be outgrown quickly by any business with meaningful traffic.

The Standard plan at EUR 19.50 per month includes three agents, unlimited conversations, chatbot automation, and one year of chat history. The Pro plan at EUR 48 per month adds session recording, the advanced chatbot, and three years of chat history. The Ultimate tier offers custom pricing with custom agent counts, all features, a dedicated account manager, and custom integrations.

The critical detail: session recording — Smartsupp's signature feature — is only available on the Pro plan. The free and Standard tiers provide live chat and basic automation, but not the recording capability that differentiates Smartsupp from competitors. Teams evaluating Smartsupp specifically for session recording should budget for the Pro tier from the start.

EU Compliance & Privacy

Smartsupp scores exceptionally well on EU compliance. The company is headquartered in Brno, Czech Republic (EU member state), and hosts all data in the EU. Cookie consent integration is built into the widget, a Data Processing Agreement is available, and the platform maintains full GDPR compliance.

The bootstrapped ownership structure means there is no venture capital pressure to monetise data or expand into non-EU processing arrangements. Smartsupp's privacy posture is straightforward and stable.

With an EU compliance rating of 9.0, Smartsupp ranks among the top-performing tools in the live chat category for data protection.

Who It's Best For

E-commerce businesses that want live chat agents to see what customers experienced on the site. The combination of chat and recording is uniquely powerful for troubleshooting and converting hesitant buyers.

Small to mid-size online shops using Shopify, WooCommerce, PrestaShop, or Magento that need a cost-effective live chat solution with EU data hosting.

Customer support teams that value contextual awareness — seeing the customer's journey alongside the conversation rather than working blind.

GDPR-conscious businesses that need a live chat solution entirely hosted and processed within the EU, with no US data transfers.

The Verdict

Smartsupp is not trying to be the most feature-rich live chat platform on the market — and that is fine. Its strength is a single, well-executed idea: combining live chat with session recording so agents understand what customers experienced, not just what they report. For e-commerce businesses, this context changes the quality of every support interaction. The chatbot and automation capabilities are basic compared to Intercom or Tidio, and session recording is locked behind the Pro tier. But at EUR 48 per month for three agents with recordings, Smartsupp offers a combination that no other EU-hosted live chat tool replicates at this price point.

Frequently Asked Questions

What makes Smartsupp different from other live chat tools?

Smartsupp uniquely combines live chat with visitor session recording. Agents can watch what a visitor did on the site before and during a conversation, providing full context to resolve issues faster and identify conversion opportunities.

Is Smartsupp GDPR compliant?

Yes. Smartsupp is headquartered in the Czech Republic and hosts all data in the EU. It provides cookie consent integration, Data Processing Agreements, and full GDPR compliance. No data is transferred outside the European Union.

Does Smartsupp work with Shopify?

Yes. Smartsupp offers a native Shopify integration available directly from the Shopify App Store. It also integrates with WooCommerce, PrestaShop, and Magento.

Is session recording included in the free plan?

No. Session recording is available only on the Pro plan (EUR 48 per month) and above. The free and Standard plans include live chat and basic chatbot features, but not visitor recordings.

How does Smartsupp compare to Intercom?

Smartsupp is more focused and affordable, with its unique session recording feature. Intercom offers a broader product suite including email campaigns, product tours, and advanced AI chatbots. For e-commerce businesses that value visual customer context over marketing automation, Smartsupp is the stronger choice at a fraction of the cost.