Live chat software can be used by companies to offer instant assistance to their website visitors and customers. Top live chat solutions offer text chat, video, help desk, voice, and CRM features. Chats can be categorized into two main types: pro-active chat in which the website visitor is greeted with a pop-up box they can use to chat with an agent, and broadcast where the visitor can initiate the chat. Companies should look for live chat software that integrates seamlessly with their existing e-commerce, help desk, and CRM systems. Show moreThe platform should also offer useful features such as capability to share discussions, preference settings for chat windows and reminders, and archive and reporting tools. Top vendors of live chat software include LiveEngage, SnapEngage, LiveChat, and Olark. We currently rate Zendesk as the leading live chat application in our database, but you can also check out other good quality apps to get a wider choice.Show less
In order to devise this list of best Live Chat Software we have evaluated 523 popular solutions currently available on the market, analyzing their features, ease of implementation, customer support, offered integrations with other systems as well as mobile support using our exclusive SmartScoreTM rating algorithm. This ranking has been prepared by Nestor Gilbert, our software authority responsible for the Live Chat Software category.
One of the leading live chat apps trusted by over 40,000 organizations worldwide. It provides a complete suite of chat, call center, and knowledgebase modules. With all of these features, it is easy for representatives to engage with and prioritize high-value leads. It also comes with Zendesk Message, a unique tool to help you engage with clients on social media platforms.
Freshchat is a modern messaging software for sales teams offered by Freshworks. Using this, businesses can personalize their interactions with customers. Thus, they can elevate the experience they offer and meet or even exceed expectations. What’s more, users can do so in a modern and user-friendly interface.
Designed with simplicity in mind, LiveAgent lets a powerful engine underneath do all the heavy lifting. On top of being intuitive, it centralizes communications by keeping messages in a single inbox. This ensures that customer service agents can give attention to high priority requests. This also lets them pick up where their colleagues left off to narrow down tickets.
Velaro is a web-based live chat solution that lets you improve your communication with your customers and visitors in a matter of seconds. The software gives you an accurate picture of how visitors interact with your website, so support agents can have additional context for conversations with customers. Features such as tiered chat routing also ensure that agents' skills are maximized.
Paldesk is an omnichannel communication platform developed to enable businesses to truly reply in real time. The platform combines the features of live chat and help desk tools, allowing agents to connect to customers on different channels using just one hub. And since the software is web-based, agents can resolve tickets and provide support even from mobile devices.
A modern live chat solution that captures website leads, books clients, and completes client intakes in the fastest way possible. With this, you can provide around-the-clock assistance to website visitors and customers. You can also filter out spam using this solution so that agents can be more productive.
A rich, comprehensive communications platform for contact centers with video call and web-based collaboration capabilities. This lets them see exactly what troubles customers for them to provide on-point assistance. And because it is powered by Amazon Cloud, you can expect it to have a 99.99% uptime.
A real-time live chat support solution for your customer inquiries on your website and application. This puts your support team on standby 24/7. This connects them with clients anytime for immediate issue resolutions. And since it can open multiple chat tabs, one agent can take on multiple tickets simultaneously.
This software is a full-featured live chat and help desk solution for customer service and support. It is web-accessible, making it an attractive addition to your tech stack. What’s more, it has website traffic monitoring to ensure that agents provide contextualized assistance.
Zoho SalesIQ is an advanced tool for tracking website visitors and providing live chat support to customers, which helps companies evaluate business opportunities. It is a powerful platform that can offer valuable information like website browsing behavior, customer location, visiting frequency, and more.
Smartsupp is a live chat software that helps companies to improve sales conversions and understand customer behavior.
There are scores of good quality online chat software programs in the market. This makes it difficult to distinguish the good live chat tools from the average systems. This buyer’s guide aims to help you select the best Live Chat software platforms for small business and large enterprises by giving you pointers on the list of aspects to look for.
Sign up for the free trials or demo and basic unpaid plans offered by leading live chat software providers to test drive the key features of each system. You need not spend any money and you can do a comparison and identify problems with any system right away. Start by shortlisting and checking out the tools that have received the highest SmartScore rankings and customer satisfaction rating in our Customer Support category to discover the best Live chat software for enterprises, medium, or small business: Freshchat, Tagove, CDMessanger, Zopim, Olark, Engage, and NABD.
In the broadest sense, every company willing to provide online customer support can benefit from live chat tools. Still, there are three specific scenarios in which delivering exceptional customer service depends significantly on the presence of such software:
There are three basic types of live chat software, depending on the service companies tend to provide with them:
Aside from these, live chat software can also be broken down into two categories depending on the channels:
Our detailed comparisons show that these are the basic features to expect from your next live chat system:
Our live chat software reviews show that these are the main benefits companies experience when using this type of system:
Automatic chat responses. Whenever agents are not available to chat, you can still inform waiting customers using automated responses. This way, they are aware that their concerns cannot be addressed presently and they need to wait for a specific amount of time.
Chatbots. Even if customer service representatives cannot interact with a customer, a chatbot still can. With this, customers can resolve basic issues without delay.
Screensharing. Some live chat software now offer support for screensharing. With this feature, customers can show support agents their desktop and vice versa. Thus, representatives can better understand the issue and provide optimal solutions.
Mobile responsiveness. One thing companies need to think about is the mobile adaptability of their live chat software. Since many people prefer to use their mobile devices for many tasks these days, the live chat widget needs to be accessible on mobile devices and without a cumbersome interface. Either way, organizations may miss new leads or lose existing customers.
Agent tone. Through chat, it can be difficult to gauge the tone of either the support representative or the customer. That is why agents need to make a concentrated effort to seem approachable to ensure that customers are not put off. They have to be extra careful with their choice of words, even with their punctuations.
Third-party integrations. Sales, marketing, and customer support solutions can benefit from exchanging data with each other. If a live chat application does not play well with third-party platforms, it can pose an issue. Businesses could miss valuable data that could assist them in improving their products or services.
Pricing details are a vital consideration when you analyze SaaS providers. Ask the vendor if they offer price protection and contractual flexibility. “Shelfware” has become a major problem in SaaS licensing as buyers end up shelling out for more than they require. Plus, to get pricing predictability, customers are forced to subscribe to long-term contracts. Make certain you don’t get saddled with long-term licensing and get locked in for a long time with a single provider. Ask about easy exit policies that allow you to migrate to another provider if you are not satisfied with the services provided by the current one. Select a vendor that offers a handy standard annual termination facility as well as long-term cost protection.
Another crucial element to consider is whether the cloud provider meets compliance and security requirements. Your company is accountable to staff members, customers, business partners, and regulators. Therefore, you should pick a vendor that has adopted a technically sound and comprehensive security program. Map your security control requirements such as availability, integrity, confidentiality, privacy, and accountability to the vendor’s capabilities. Ask the potential vendor about the processes and systems they use to protect your private data. Do they meet general as well as industry-specific compliance and security standards? Do they provide special measures to meet the unique security requirements of your specific industry? Get satisfactory answers to these queries before you make the investment.
The best live chat software is Zendesk. It is a full suite of customer support applications that allow a business to ensure high rates of engagement, conversion, and retention. Though its modules are under one umbrella, you can opt to upgrade or modify them separately. Thus, you do not have to worry about breaking the bank in trying to revolutionize your support system.
By using Zendesk, you can set yourself apart from the competition. That is because using this platform, you can offer 24/7 support. You can also ensure that customers have access to a knowledge base around the clock. With that, they can find answers they need at any time.
Yet despite its robustness, Zendesk is easy on the pocket. Its payment plans include per agent pricing and per use pricing. Before you commit, you can also sign up for a free trial.
Taking care of customers’ after-sales concerns is as important as paying attention to their before-sales queries. That is why a live chat software exists. It can answer the needs of different teams while ensuring the satisfaction of audiences. Specifically, it provides the following benefits:
On-the-dot customer service. With a live chat software, customer service agents can see immediately when a customer requires assistance. That is because the platform alerts them whenever there is a new message.
Decreased support expenses. Companies can reduce support-related expenditures by using a live chat solution. It is possible because the software enables agents to handle several chat windows at the same time.
Research and development assistance. Customer needs and demands are a minefield for R&D ideas. Organizations can exploit that to create better services or products.
The features of live chat software enable customer service representatives to engage customers and would-be consumers. The following are the particular features that can help:
Social media interface. Live chat solutions nowadays can connect with social media sites. This allows your agents to respond to queries immediately even when they are not using the source platform.
Ticketing. In case an agent is not available to attend to a customer, the live chat platform can create a ticket. This way, when members of the support team go online, they can resolve issues posted by customers earlier.
File-sharing. Live chat applications can support file-sharing. This enables customer support representatives to provide files to customers that can help solve their problems.
Communication transcripts. All interactions between agents and customers can be saved by a live chat software. This allows for better conflict resolution if such an issue arises.
Ease of use is a major factor in the decision-making process of a company when it comes to live chat software. But it can be challenging because there are many platforms that claim they are user-friendly. To help you with that, we have listed below the top three live chat solutions that are easiest to use:
Freshchat. This highly rated platform is a favorite because it has a sleek interface. It is also intuitive, so users can find their way around it quickly.
LiveChat. Though full-featured, this software is not complex. It is also accessible from the web, hence it does not require complicated configurations.
LiveAgent. This solution is another go-to for organizations needing a live chat solution because it is powerful yet simple. Its elements are situated nicely on the screen, making them easy to find.
You do not need to break the bank to have a reliable live chat software. The three examples below provide small businesses with basic support tools to get them started:
Freshchat. It allows up to ten active members on the platform. The free plan already provides access to social media integrations.
Paldesk. The free plan gives access to multiple support channels and lets unlimited agents on board. Additionally, it allows organizations to customize their support widget.
LiveAgent. The software’s free version already gives you a reliable AI bot. Plus, you can have unlimited chats.
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