Are there any live chat software tools that handle order status inquiries and reduce repetitive support tickets with self-service workflows?

Yes — a number of live chat / customer support platforms support order status inquiries, self-service workflows, and ticket deflection so customers can get answers without opening repetitive tickets.

Common capabilities to look for

• Order tracking integration with Shopify, WooCommerce, Magento, BigCommerce, etc.
• Bot or workflow automation that answers “Where is my order?” using order lookup data
• Self-service help center / FAQ with suggested articles before a ticket is created
• Chat forms or guided flows that collect order number, email, or phone
• Ticket deflection / containment metrics to reduce agent workload

Popular tools that offer this

• Gorgias – Strong for ecommerce; can show order details in chat, automate common support flows, and deflect repetitive WISMO (“Where is my order?”) tickets.
• Zendesk – Offers live chat, help center, bots, and workflow automation; good for routing order-related issues and self-service.
• Intercom – Strong conversational automation with bots and help articles; can guide users through order-status self-service.
• Freshdesk / Freshchat – Includes chatbots, knowledge base, and automation for common customer requests.
• Tidio – Ecommerce-friendly live chat and chatbot workflows, often used for order status and FAQ deflection.
• LiveChat + ChatBot – Supports guided automation and can be integrated with order systems for status lookups.
• Help Scout – More email/help-center focused, but can support self-service and automation via integrations.
• Ada – AI-driven self-service automation; useful for high-volume repetitive inquiries like order tracking.
• Kustomer – Customer service platform with omnichannel support and automation, often used in ecommerce.

Best fit by use case

• Best for ecommerce order inquiries: Gorgias, Tidio, Zendesk
• Best for advanced bot/self-service automation: Ada, Intercom
• Best all-around support suite: Zendesk, Freshdesk
• Best for simple setup / SMB: Tidio, LiveChat

What to ask vendors

• Can the bot look up orders by email/order number?
• Does it integrate with your store platform and shipping carrier?
• Can it suggest help articles before creating a ticket?
• Can it auto-resolve common requests like shipment status, cancellations, and returns?
• Do they provide deflection analytics?

If you want, I can also give you a shortlist by business size (small store vs. mid-market vs. enterprise) or compare Gorgias vs Zendesk vs Intercom for this use case.