Live chat has quickly become an integral part of customer service in the digital era. It is the leading contact method for brand communication now. In addition to the improved customer experience, live chat is also more efficient for your support team. Overall, live chat is fast, effective, and more cost-efficient than any other type of customer communication. In terms of consumer preferences, it ranks higher than a phone, email, or social media. Using live chat support software helps you instantly answer user questions and convert them into paying customers. Most businesses have recognized this and added some form of live chat to their websites.
When choosing a live chat software provider, there are numerous options to choose from that all promote multiple features.
Why Add Live Chat Support to Your Website?
According to eConsultancy, live chat has the highest satisfaction levels of any customer service channel at 73%, compared to 61% for email and 44% for phone. A positive live chat experience can effectively help customers make a buying decision.
Adding live chat support can definitely reduce cart abandonment, increase sales, and boost conversions. But a lot of it depends on the live chat software that you use.
Live chat allows companies to communicate with their website visitors in real-time via chat windows. Customer service representatives can utilize live chat software to provide support to users who have questions regarding products or website navigation.
12 Best Live Chat Software Solutions:
LiveAgent is an all-in-one customer support software that includes live chat functionality. It streamlines all of your customer interactions into an integrated, seamless hybrid ticketing system where everything is easily accessible and manageable. It includes live chatting and some other nice software options such as ticketing, call center software, and knowledge base tools. Pre-made live chat buttons allow businesses to place buttons anywhere on their websites and start interacting with customers instantly via live chat.
With LiveAgent, your conversations, emails, social media references, and other platforms are all merged in a single universal inbox for easy multichannel communication.
- Excellent chat invitations and visitor monitoring to make conversations relevant
- Excellent chat dashboard to monitor active chats, agent activity, and much more
- Mobile app for real-time communication with customers on your devices
- Feedback management for greater customer experience
- Website tracking to observe visitor behavior
Freshchat is a powerful live chat software by Freshworks. This modern messaging software is built for teams who want to ace customer conversations — marketing, sales, or support.
Freshchat is a cloud-based live chat solution with mobile apps for on-the-go messaging and a flexible platform that provides custom integration, smart analytics, and automated workflows. It is an excellent live chat software on its own that lets you scale your customer support team through powerful integrations and automation.
- Multi-tier security with a highly resilient framework
- Intelligent agent load-balance
- Intelligent chat routing
- Seamless integrations
- Countless integrations
- AI automation
Olark live chat software is one of the most popular in the market. It is a simple live chat solution, which makes it a popular choice for smaller businesses and websites that are new to live chat.
The live chat tools from Olark make it easy for you to gather feedback from customers and answer questions in real-time. Olark has a built-in CRM, so all of your notes and transcripts will stay organized. The platform also integrates with SalesForce, HubSpot, Groove, HelpScout, MailChimp, WordPress, and Google Analytics.
Furthermore, Olark can help you track leads, drive sales, increase conversions, and provide great customer service.
- Team management – activity monitoring, agent performance reports, surveys, etc.
- Customization – API, custom logos, language selection, and chatbox themes
- Automation – chat routing, automatic greeters, offline contact forms, etc.
- Security – data encryption, GDPR consent, IP bans, etc.
- Real-time dashboards and offline messaging
- Unlimited integrations
LiveChat is an all-in-one customer service platform with online chat, support desk software, and web analytics capabilities. It was first launched in 2002. Companies use LiveChat as a single point of contact to control from one software all customer support and online sales activities that are usually distributed through various channels (chat, email, and social media) and multiple resources. Over 30,000+ businesses like Ikea, Mercedes, Adobe, and PayPal trust LiveChat for their customer support needs.
The software works by combining questions and chat from anywhere into a single inbox so your customer support team can answer them quickly and efficiently.
Currently, there are over 170+ integrations including WordPress, Facebook Messenger, MailChimp, Shopify, Salesforce, and HubSpot. LiveChat’s marketplace is filled with apps for eCommerce platforms, CMS integrations, and more. You can even find experts and services for setting up your live chat.
- Advanced sales analytics
- Multiple integrations
- Product cards
- Custom forms
- AI automation
Similar to Olark, Intercom organizes its chat features into three categories: those for customer acquisition, engagement, and customer support. Established in 2011, Intercom is a pioneer in the field of live chat software. It helps companies evaluate and personalize their experiences with consumers, and deliver highly customized and targeted messages. The reason this is considered one of the best live chat software is that it moves your customers through the sales funnel quickly and efficiently.
Furthermore, the self-service platform allows customers to access the support center in a messenger and place requests without talking to a bot or a customer care representative!
- Real-time tools and insights to increase customer satisfaction
- Sleek chat box interface and a large set of customizable tools
- Great business messenger for automating customer information
- Real-time reports with leads, deals won, and pipeline information
- Customer tracking on websites
This platform focuses on one thing and one thing only—and that’s live chat. Pure Chat integrates with 1,000+ apps like Slack, Salesforce, MailChimp, HubSpot, Zoho, and more.
With Pure Chat, you can also launch a chatbox on your site for free. It’s one of the less modern-looking interfaces.
- Unlimited chat history and transcripts
- Lead capture and visitor tracking
- Trigger-based alerts and actions
- Native iOS and Android apps
- Customizable chat widget
- Appointment scheduling
- Real-time analytics
- Visitor tracking
- Unlimited chat
- File transfer
Zendesk entered the chat-service business with the purchase of Zopim back in 2014. This platform helps companies to add chat to their website or app and connect their messaging channels and start talking to customers in a matter of minutes.
- Live chat analytics – agent efficiency, customer satisfaction, duration, and more.
- Targeted and behavior-based triggers
- AI-enabled chatbots
- Offline forms
HubSpot live chat software helps businesses engage with their website visitors in real-time to provide better customer support, convert new leads, and also close more deals. Moreover, business owners can customize chat widgets to match their brands and create targeted welcome messages for different pages or audiences.
The best aspect is the strong integration with the HubSpot CRM. It is easy to customize anything you need to fit your brand. Moreover, the live chat tool is a lot more organic compared to other websites that feel forced and tagged.
- Proactive chat, typing insight, chat forms
- Site visitor tracking and banning
- Third-party integrations
- Canned responses
Chatra provides live chat tools to help your customer care executives answer questions, remove any doubt, and establish relationships with prospective customers. During a chat, sales reps can cross-sell, upsell, and also increase the number of closed deals.
- Advances functions – group chats, typing insights, and more
- Multiple integrations – WordPress, Shopify, Slack, and more
- Automatic messages
- Multilingual chat options
- Visitor intelligence
- API & developer tools
Furthermore, with automatic notifications, you can target your customers on the checkout page to avoid abandoned carts.
ChatBot is an industry-leading AI-powered live chat software that lets you build an intelligent virtual assistant to answer common questions on autopilot. Moreover, the drag-and-drop visual builder makes it easy to create conversational responses for different scenarios.
- Feature-rich messages including images, gifs, and more
- Open API for infinite integrations
- Human-like conversation capabilities
- Full suite of reporting and analytics
- Machine learning algorithm
- User segmentation tools
- Customizable chat widget
- Free pre-built templates
- Visual scenario builder
To Sum Up
Live chat software has become the new “must-have” in customer service.
These live chat services provide a range of live chat solutions such as video chat, voice chat, text chat as well as chatbots. There are also plenty of other excellent alternatives to consider. Which one is the best option for your website? Share with us in the comments section.