Best Live Chat Software

Are you looking for reliable live chat software for your business? Here is a list of the best live chat support software exclusively handpicked by GoodFirms after extensive research. Live chat apps listed here provide a unified platform for real-time chat, instant communication, robust customer support, call center management, chatbots, and customer intent analysis. Leverage this list of best live chat software, apply filters for the features, business size, pricing model, deployment type, and compare them too. Also, check the verified user reviews for the top live chat tools listed here.

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A Complete List of Live Chat Software with Reviews for 2024

  • Inforobo

    Information Chatbots for Website & Apps
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    Inforobo is first of its kind voice enabled automated information assistant bot framework platform and artificially intelligent response system available in Software as a Service (SaaS) mode which provides all in one solution for sales, customer service, live chat, lead generation, website assistance, and natural language interface for knowledge-base. Inforobo bot platform makes it possible for yo ... read more about Inforobo

    Entry Level Price
    Contact vendor
    Free Trial
    N/A
    Category Focus
    100% in Live Chat Software
  • Talkjs

    Build full-featured chat into your websites and mobile apps
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    TalkJS is a SaaS startup that lets you build custom chat features in hours instead of months. We're product driven and we help power an increasing number of marketplaces, communities and other platforms. Our messaging API and SDK is touching millions of people. We're growing fast, we're VC funded, and we believe we have a chance to build a once in a lifetime company with great impact. ... read more about Talkjs

    Entry Level Price
    $239 Per Month
    Free Trial
    N/A
    Category Focus
    100% in Live Chat Software
  • Leadoo

    Convert visitors to customers, 24/7
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    Our marketing team had a long thought about what to say here. They came up with something we couldn’t publish, so we’re saying this instead: We’re a mix of curious marketers, lovable geeks, and super sidekicks. Our common nominators are an endless stash of will-do attitude and heartwarming kindness. ... read more about Leadoo

    Entry Level Price
    Contact vendor
    Free Trial
    N/A
    Category Focus
    50% in Live Chat Software
  • Lemur Live Chat

    Integration › Contact › Profit!
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    Viber, Telegram, WhatsApp, Facebook, VK etc are now available for your support service. Clients can now connect with you via live chat or messenger apps. This enables support agents to deal with requests efficiently within one system. Also allows client information storage in specific CRMs. ... read more about Lemur Live Chat

    Entry Level Price
    $10 Per Month
    Free Trial
    14 Days
    Category Focus
    100% in Live Chat Software
  • Live Chat Monitoring

    LIVE CHAT – YOUR ONLINE 24/7 SALES TEAM
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    Live Chat Monitoring – About Us Attracting visitors to your website is only half the battle. What’s the other half, you might ask? Keeping them connected and interested. It’s no secret that “People like buying from people”. With that in mind, business owners have to remember that visitors prefer personal attention and service. When people have questions about your product or servic ... read more about Live Chat Monitoring

    Entry Level Price
    $149 Per Month
    Free Trial
    N/A
    Category Focus
    100% in Live Chat Software
  • GotLiveChat

    Improve Sales And Customer Service With Live Chat Software
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    Need A Way To Increase Website Sales? Use our live chat software to increase e-commerce sales by interacting "live" with your website visitors. This live chat service will allow you to display a "chat now with us" button on your site website visitors can click on to talk one-to-one with you or your staff. You can even "invite" visitors to chat by alerting their web browser! Through the use o ... read more about GotLiveChat

    Entry Level Price
    $9.95 Per Month
    Free Trial
    14 Days
    Category Focus
    100% in Live Chat Software
  • Maqpie

    Let your users chat
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    Our products make your users more efficient by reducing the time they spend emailing and on external communication platforms. This results in a 29% increase in user retention and increases the value of your application. ... read more about Maqpie

    Entry Level Price
    $15 Per Month
    Free Trial
    Available
    Category Focus
    100% in Live Chat Software
  • Netrox SC

    Let your website come alive
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    Live chat attracts customers. A portion of visitors leaves the website without having bought anything. Live chatting will help your sales gain new momentum. You can obtain even more potential lead contacts thanks to the automatic dialogue engagement system. ... read more about Netrox SC

    Entry Level Price
    Free version
    Free Trial
    Available
    Category Focus
    100% in Live Chat Software
  • Ninchat

    Secure customer care chat for your enterprise
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    Improve cost effectiveness. Faster problem solving will save costs. Improve customer satisfaction. Improve customer experience and loyalty. Instead of making your customers wait for an email reply, offer them help right when they need it. Increase sales. Integrate live customer care directly into the sales process to ensure successful sales and reduce lost sales. Get feedback and knowledge. Use ou ... read more about Ninchat

    Entry Level Price
    Contact vendor
    Free Trial
    N/A
    Category Focus
    100% in Live Chat Software
  • inConcert BOTS

    We Make It Simple.
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    First, we analyze your operations, identifying opportunities for improvement, and then we design custom solutions. Then, we implement your solutions using our proprietary Call Center software and implementation and specialized consulting services. We follow up your operation and optimize your system executing further improvements and provide maintenance. ... read more about inConcert BOTS

    Entry Level Price
    Contact vendor
    Free Trial
    N/A
    Category Focus
    100% in Live Chat Software
  • OptinChat

    Increase your conversion from visitor to subscribers by 3X.
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    OptinChat is very easy to configure. Sign up, build your questions and replies and deploy the JS code on your website to start converting your users into subscribers. Watch this video to learn how it works ... read more about OptinChat

    Entry Level Price
    Contact vendor
    Free Trial
    N/A
    Category Focus
    100% in Live Chat Software
  • Portal.chat

    Better Customer Experience with Artificial Intelligence Chatbots & Live Chat Apps
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    AI Chatbots are being made to ease the pain that the industries are facing today. The purpose of chat bots is to support and scale business teams in their relations with customers. It could live in any major chat applications like Facebook Messenger, Slack, Telegram, Text Messages, etc. Chatbots may sound like a futuristic notion, but according to Global Web Index statistics, it is said that 75% o ... read more about Portal.chat

    Entry Level Price
    Contact vendor
    Free Trial
    N/A
    Category Focus
    100% in Live Chat Software
  • Proactive Chatbot

    More than a tool of customer service
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    The best part comes after the conversation Knowing consumer preference from the interaction with chatbot. Understand the demographic and hot topics of the users. Analyse dialogue and create a better experience. ... read more about Proactive Chatbot

    Entry Level Price
    Contact vendor
    Free Trial
    N/A
    Category Focus
    100% in Live Chat Software
  • Pubble

    Easy to Ask. Easy to Answer.
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    For a while now, we've been fascinated with how people communicate on websites and how the experience could be improved. Ever wondered why people are still using the same tools (email, contact forms) that they used 20 years ago? Or why existing tools (live chat, helpdesks) make it hard to bring the right people into the conversation at the right time?Or ever thought wouldn't it be cool if messagin ... read more about Pubble

    Entry Level Price
    Free version
    Free Trial
    Available
    Category Focus
    100% in Live Chat Software
  • PubNub

    Power virtual spaces for online work, play, learning, and health.
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    PubNub offers realtime infrastructure-as-a-service, and provides enterprise-grade security, 99.999% SLA-backed reliability, ... read more about PubNub

    Entry Level Price
    Free version
    Free Trial
    Available
    Category Focus
    100% in Live Chat Software
  • Starting from an HR and Employee Experience perspective and expanding to Sales Force Management and other enterprise tools. Querlo is a technology agnostic company leveraging partners and platforms like SAP SuccessFactors, Workday, IBM Watson, Microsoft Luis and more… ... read more about Querlo Chatbot Assistant

    Entry Level Price
    Contact vendor
    Free Trial
    N/A
    Category Focus
    100% in Live Chat Software
  • Re:plain

    The first ever web-chat service
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    Re:plain works directly in your WhatsApp, Telegram or Facebook Messenger. You will no longer need additional platforms, accounts or apps – everything will be at your fingertips, in the messenger of your choice. ... read more about Re:plain

    Entry Level Price
    Free version
    Free Trial
    Available
    Category Focus
    100% in Live Chat Software
  • Realperson® Chat Suite

    Take your customer communication to a new level with our live chat software!
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    We are one of the leading providers of live chat services in Europe. In addition to the classic sales and service text chat, we offer extensions such as video chat, screen sharing, Facebook Messenger or mobile chat. The solutions are maintained and optimized worldwide in accordance with the relevant data protection laws. For more than 16 years, the in-house Realperson® Chat Suite has been constan ... read more about Realperson® Chat Suite

    Entry Level Price
    Contact vendor
    Free Trial
    N/A
    Category Focus
    100% in Live Chat Software
  • ResponseQue

    Live Customer Service The Smart Way...
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    Giving your website visitors the option to easily contact you through your company website or web store dramatically improves customer satisfaction, increases referrals and repeat business - and enables you close more sales. However, just adding a live support option to your company website can quickly overwhelm you with hundreds even thousands of messages in a day. The more traffic you get to you ... read more about ResponseQue

    Entry Level Price
    $97 Per Month
    Free Trial
    14 Days
    Category Focus
    100% in Live Chat Software
  • SignalZen

    Engage your site visitors
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    Our live chat solution helps build a lasting relationship - make your customers feel appreciated. ... read more about SignalZen

    Entry Level Price
    Free version
    Free Trial
    Available
    Category Focus
    100% in Live Chat Software
  • SiteGlue

    Human and Virtual Agents Working Together
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    Instantly engage visitors to answer common questions, gather contact information and route hot leads to your phone, email or CRM 24 hours a day, 7 days a week! ... read more about SiteGlue

    Entry Level Price
    $49 Per Month
    Free Trial
    N/A
    Category Focus
    100% in Live Chat Software
  • Snapsolv

    Customer Service Made Easy With Messaging On Digital Channels
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    New age consumers are increasingly mobile and don’t limit themselves to just one channel. Snapsolv smart platform allows for seamless and consistent support across channels, no matter when and how your customers reach you. Full context and content are preserved even when they switch from one channel to another. Build lasting relationships and loyal customers with Snapsolv and stop counting ticke ... read more about Snapsolv

    Entry Level Price
    Contact vendor
    Free Trial
    N/A
    Category Focus
    100% in Live Chat Software
  • Surbo

    AI Enabled Chatbots For Business
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    With over 4 billion users spending most of their time online over messaging apps, chat has become the interface of which consumer has gotten used to. Rightly so, as it enables quicker exchange of information and makes conversation smooth and personalized. In line with this shift, SURBO- a chatbot platform develops and enables chatbots to execute user intents across industries and trigger actions s ... read more about Surbo

    Entry Level Price
    Contact vendor
    Free Trial
    N/A
    Category Focus
    100% in Live Chat Software
  • Talkative

    The Best Way to Engage with your Customers
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    Voice calls still account for over two thirds of contact centre interactions, and most cost contact centres are still voice-centric, relying on-premise PBX systems as the primary contact channel. However, 90% of consumers will visit a website or app before they make contact, with chat often the preferred contact option. Organisations continue to build out self-serve and digital user journeys, howe ... read more about Talkative

    Entry Level Price
    $199 Per Month
    Free Trial
    14 Days
    Category Focus
    100% in Live Chat Software
  • Thread

    Make Every Customer Communication Count, On Every Channel!
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    We believe every company is unique and so should be their customer communication. With THREADS you get to customize complete chat experience you offer to customers. You can customize the chat widget in-line with your branding, configure messaging templates, set custom commands and even train bot based on your archived customer conversations data. ... read more about Thread

    Entry Level Price
    Contact vendor
    Free Trial
    N/A
    Category Focus
    100% in Live Chat Software
  • TileDesk

    The Live Chat for Web and Mobile Support with integrated chatbot
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    Tiledesk is a Free and Open Source Live Chat with ChatBot. Build your own customer support with a multi-channel platform for Web, Android and iOS. It allows your agents to engage customers over websites and your Android and iPhone apps. That means you can build the best customer experience on the channels that your customers actually prefer. It creates a personal connection with customers looking ... read more about TileDesk

    Entry Level Price
    Contact vendor
    Free Trial
    30 Days
    Category Focus
    100% in Live Chat Software
  • Venew

    Venew - online consultant for your website
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    If a visitor of your website wants to close the page immediately after accessing it, Venew will prevent him from leaving and inform about your company. ... read more about Venew

    Entry Level Price
    Contact vendor
    Free Trial
    N/A
    Category Focus
    100% in Live Chat Software
  • Zenvia Chat

    Simplify your service with a complete and easy to manage multichannel platform
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    Zenvia is the market leader in Latin America, helping companies to engage their customers with our Communication Platform and solutions in SMS, Voice, E-mail or messaging application. ... read more about Zenvia Chat

    Entry Level Price
    Free version
    Free Trial
    Available
    Category Focus
    50% in Live Chat Software
  • Autochat

    A conversational customer engagement solution
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    Autochat helps online stores sell more by proactively engaging and supporting customers throughout their purchase journey. This is achieved via several modern features that Autochat offers (listed below). Everything in Autochat functions out of the box and we have taken special care to ensure that no coding skills are required to be able to use or configure any feature. Even the most powerful of t ... read more about Autochat

    Entry Level Price
    Free version
    Free Trial
    Available
    Category Focus
    100% in Live Chat Software

Buyer’s Guide

Live chat software buyer’s guide

Online businesses demand access to more support and sales channels. Current generation technologies provide ample ways to communicate with users or customers. Nowadays, the channel which is gaining popularity is live chat

With live chat technique, the customers can have an immediate response to their queries on a website. The ecommerce businesses can capture leads, reduce bounce rate, and bring down the number of shopping cart abandonment by employing live chat software. 

B2B businesses can launch campaigns based on user behavior and can offer proactive support with the help of live chat solutions. Investing in live chat software will enable the smooth running of online business. This buyer’s guide is aimed at assisting the readers to know all about the live chat software along with the factors that need to be considered before picking the best live chat software for their business operations. 

What is live chat?

Live chat serves as a medium that enables businesses to engage with website visitors. Customers can communicate with customer service representatives in real-time. On a website, the visitors can have a live interaction with agents in a chat box within a browser.

Is Live Chat the best method of conversational commerce?

Live chat is a more personal and engaging method of communication. It is faster, and customers feel satisfied with this live chat channel. The point that defines live chat as one of the best ways of conversational commerce are as follows:

  • Live chat helps in meeting customer expectations. The customers demand live chat to experience online shopping. The live chat has become the baseline requirement for everyone in the eCommerce game. All queries are answered by the live person during online purchasing, even if they are shopping with small retailers.
  • A live chat system helps in building trust with visitors. The majority of consumers are likely to come back to a website that offers live chat options. The live chat option gives confidence to the consumers and assures instant support from the company.
  • Live chat helps in increasing sales and conversions. The sellers prefer to have a friendly, interactive, and personal exchange with their clients and customers. The idea of building a connection with another human is the strength of conversational commerce. If the customers’ questions are not appropriately answered, then they abandon their purchase, so it becomes clear that live chat plays a crucial role in sales and conversion. 
  • Commerce from a conversational standpoint provides lots of benefits to the sellers. The live chat option can reduce abandoned carts, boost the likelihood of visitors making a purchase, amplify average order value, and can reduce returns.
  • Live chat can increase ROI on paid ad campaigns. The live chat option on the website can convert more visitors to buyers. It can make the ads more compelling. The live chat option on the website becomes essential when the seller is running the paid ad campaigns on Google or Facebook.
  • Live chat helps in understanding the customers and enables them to get direct product feedback. The conversation with site visitors helps in making the right choice of the product or service. The conversations with site visitors help in learning more about their requirements. Even the customers and clients prefer to seek authentic interaction where they can be adequately listened to and can share knowledge along with recommendations. 

How to implement live chat into your business?

The customers' focus has shifted from the traditional modes of communication (like calls, letters, and email) to instant messaging. Nowadays, customers look for quick responses that can save their time.

An efficient way to connect and communicate with customers is through the implementation of live chat software. The steps involved to implement live chat software into your business are as follows:

  • Know goals for live chat

First of all, identify the objectives for which live chat software is to be implemented. If you want to use live chat software for support, then your goal is to increase customer satisfaction. Make use of the ticketing system (helps in handling complex cases that can be resolved during a chat) so that you don’t leave support cases unresolved. You can use the satisfaction and average response time reports to keep track of the most critical metrics. 

If you prefer to use live chat for sales, then your primary target is to increase conversion and reduce cart abandonment rates. You can tag each conversation to go after trends and make use of greetings to target customers who are stalling on product and cart pages. See how much money live chat is bringing to the business by viewing the tracked sales report. 

In case you are employing live chat for lead generation, then the requirement is to have more valuable leads. Before the visitor starts a conversation, you can make use of the pre-chat survey to obtain the information you need. You can use automatic greetings on pages that can bring significant traffic. 

  • The live chat box design 

Design the chatbox that will appear on the right corner of the website page. Make sure you customize the chat box to align with the theme of the website. Design an attractive chatbox that complements the company’s logo, color, and font type. The inconsistent chatbox with the website’s theme can remove you from your business strategy and can confuse customers.

  • Bring people on board

For better results, quickly add teammates to live chat. This allows you to talk to your teammates about why you need a live chat and in what way it can be helpful in their (teammates) work. Being the owner of your business, you can assign roles to your teammates. Either your teammates can be admins or agents. Agents can answer chats along with tickets, and can also see reports. They can’t change settings. Admins hold all agent permissions and have access to all settings. 

  • Sales Funnel

Have a thorough understanding of the sales funnel to generate revenue and prepare for the market. In the sales funnel system, different phases involve helping consumers make informed decisions and making the purchase. The different phases are the awareness phase, interest phase, evaluation phase, and purchase phase. In simple terms, it involves the customer’s buying process and the typical stages that the customer experiences before making a purchase.

  • Configure and do a test run

If you want to know that everything is up to the mark, then before going live you can test live chat with teammates and friends. You can check the essential tools and features like agent status, canned responses, tickets, and much more. 

  • Add the chat widget

Make your app live. Add the chat widget to your site and go live. With technical support or specialized knowledge, you can run your website smoothly by adding the chat widget.

  • Conversion and traction  

Drive the customers in such a way that they can show interest in your product and finally purchase it. The welcoming approach should be able to engage visitors that help in generating business. Your live chat platform should be able to win people’s trust and educate the customers efficiently. Productive and useful conversations on live chat can bring long-term relationships with the customers and help in repeating business.

  • Create shortcut templates 

You can create short templates based on the general questions of the customers. The shortcuts can help in multiplying response speed. Customized messages can provide better results. Customers lose interest in live chat platforms when they know that pre-scripted responses are used in the live chat system.  

  • KPIs to measure ROI 

According to actual business objectives, the companies can set their KPIs. These KPIs help in understanding and measuring the critical metrics related to customer satisfaction, team, and agent performance along with cost and ROI associated with the live chat support. You can review your live chat implementation by tracking the KPIs. In this way, you can measure how profitable these KPIs have been in gaining the objectives.

  • Social Networking

You can invite the customer on the social media profile if you have a successful chat with the customer. On the social media page, the satisfied customer can bring positive feedback. Business owners can reward customers for their feedback on the social media platform. They can offer complimentary gift coupons in the form of rewards. 

After knowing about the implementation of a live chat system into your business, let’s discuss the live chat software in detail:

What is live chat software?

Live chat software is the application that enables the service and sales team of the company to form a connection with the website visitors in real-time. The live chat & support system provides an easy and simple way to answer questions quickly. 

What are the features of live chat support software?

The online live chat software offers a wide array of functions for the website. The key features of live chat system are as follows:

  • Auto messages  

Messages are sent automatically based on the visitor’s behavior. These automated messages help in providing proactive support. This type of functionality of live support software helps brands in getting more customers.

  • Chat rating 

This feature of live chat software for websites helps in improving the quality of service. The confidence of the agent gets a boost up with positive reviews. The negative reviews encourage the agent to work on their overall performance. This feature plays a vital role in live chat apps. 

  • Visitor Tracking  

This feature of a live chat service provider serves as a comprehensive tracking facility that helps in providing a more profound insight into the website visitor’s behavior. All the information related to the amount of time spent by a visitor in the chat, conversion tracking, agents’ overall activity, and record of transcript reports is included. 

  • Chat forms 

Before starting the conversation, the chart forms of a live chat toolcollect thevisitor’s contact information with the help of pre-chat and offline forms. 

  • Chat routing 

This feature of website live chat software assists agents in transferring chats to any free operators or automatically routing customers to the right agent. In this way, the agents will not be slumped if in case the chat volume rises. Customers will have proper and timely responses.

  • Typing Insight

The feature of typing insight of live chat apps gives you an idea of when a chat agent or a customer is typing a message.

  • Mobile optimization 

While browsing the internet, many people make use of phones. The mobile optimization feature of live chat website software enables the website to provide support to various types of website visitors without paying attention to what kind of device visitors are using. 

  • Manual messages

With the existing customers, the live chat and support system can become one of the most engaging channels for communication. The manual messages are useful for announcing news/ new features to active users. 

  • Reports and analytics

The significant data such as operator activities, chat histories, conversion tracking, visitor details, and the average time spent on the chats can be monitored with the help of reports and analytics features. These data of live chat software for business are essential for shaping effective strategies and areas for improvement. 

  • Canned responses 

The online live chat software can pre-save common questions and answers for the users. (Canned response - pre-determined responses to common questions). This feature helps in speeding up the agent’s response time.

Other essential features of live chat & support system:

  • Operator monitoring – This feature of the live chat tool helps supervise the operators by making use of relevant insights regarding their performance. 
  • Chat monitoring- The live support software features chat monitoring to track the detailed chat conversation in real-time. It enables you to see who among your agents are currently chatting. 
  • Compelling end-user experience- The live chat system holds a unique set of features that include rich text, image emoticons, sound effects, text and avatar icons, and user-selected fonts.
  • Offline forms- The live chat service provider allows customers to reach the agent even if they are not online 24/7. 
  • Smart triggers- The live chat software arranges a custom trigger for specific circumstances by making use of a smart chat system.
  • File transfers- The live chat tool has built-in functionality of transferring the files between chat operators and website visitors that ensures convenience.
  • Queue times- Before starting the live chat conversation with the agents, the live chat apps offer the visitors a close approximation of wait time. It happens especially when there is a high volume of chat.
  • Security- The live chat software has a security feature that manages encryption, credit card masking, data storage, compliance, single sign-on, logging in with Google, access restriction, and visitor banning. 
  • MSP (Managed Service Provider)- The live chat service provider helps remote teams to manage IT infrastructure and end-user systems.
  • Customizable visitor popup messenger- The live chat system uploads the company’s logo and agent photo. It customizes agent greeting and system messages.
  • Remote work – The live chat system supports teams and customers that are unable to interact from a shared office space.
  • Customer Feedback – The live chat system enables the customer to rate the conversation and share the feedback with the manager of the company. 
  • Online CRM (Customer Relationship Management)- The live chat software manages all the company’s relationships with prospective and current customers. This feature aims to track and improve all relationships. 

What are the benefits of live chat software?

The live chat software provides instant and approachable customer support to all types of businesses. The customer support gets more efficient for the agents along with the customers by employing live chat software. The advantages of live chat website software are as follows:

  • Quick resolutions  

The website visitors do not require a longer time to answer a simple question with the help of website live chat software. Visitors can easily engage with the company as they know that their time will not be wasted. The agents are more productive and answer questions quickly. 

  • Lessens cost of customer support

The traditional methods of customer support like phone and email are often proved to be expensive and inefficient. These systems allow agents to handle only one customer query at a time. On the contrary, the live chat system enables agents to address multiple questions simultaneously.

  • Address pain points

The live chat system is more personal and can directly address issues in comparison to the post on specific problems that the customers encounter that are created on other channels.

  • Cost Savings

From both customer and the agent, the live chat service provider takes less effort and is relatively cheaper as compared to phone calls. Moreover, the live chat and support system allows for more support in less time and is considered effortless to multitask between different chat conversations. 

  • Improved sales conversions 

In real-time, the customer queries related to a product or service are addressed with the help of live chat software. As a result, the sales process is accelerated. The live chat apps increase sales volume.

  • Expand market reach 

The live chat website software provides a more accessible and convenient way to make contact with international customers who may not be able to form connections through calls. 

  • Enhances innovation 

The live chat software for business provides a log of customer inquiries, complaints, requests, and suggestions. All these things can be analyzed to have new ideas about products and services.

  • Boost services and customer loyalty 

The live chat solution enables customers to develop a sense of commitment to products that offer satisfaction. It helps in reducing the level of stress.

  • Offers convenience 

The live chat apps allow customers to multitask, which they can easily shop, and they can wait for chat support.

  • Accessibility

The live chat software for websites serves as a simple and easy way for customers to approach a company. The customers are more likely to engage themselves due to their suitability.

  • Lead Generation  

The live chat solutions servers as an easy way to begin a sales conversation. It is approachable for customers and provides an excellent opportunity to bring in a sale. The sales conversation becomes more comfortable for the customer due to the informality of live chat.

  • Proactive Outreach 

The live chat and support system allows visitors and customers to reach the managers of the company instantly. The proactive outreach abilities of the live chat system make it truly powerful.

  • Analytics 

Live chat analytics provide valuable insight into the agent. The manager can monitor agent performance with the help of a couple of visitor data that offers chat histories, agent performance reports, and wait time reports. As a result, the live chat apps help in adjusting staffing and training as per the requirement.

Which type of live support software is apt for your business?

The major types of live chat software are:

  • Live-text chat support- Many companies provide this text-only chat support system to its customers, which in turn helps increase customer engagement and conversation.
  • Live video and Voices- This type of live chat system is more personal and reliable as it allows customers to chat and speak with agents. Not only this, but the customers can also see agents.
  • Co-browsing – This type of online live chat software allows customers and agents to engage in co-browsing. Both customers and service agents can easily access an application on the web collectively. Here also, customers can speak to, chat with, and see agents.

What points to be considered before choosing the live chat software?

The critical points to be considered before picking the live chat website software are as follows:

  • Easy and simple customization – Choose the live chat software for businesses that provides easy customization as a business brand plays a vital role in forming an identity.
  • Third-party integrations- Check whether your live chat support software can integrate with third-party integrations as small businesses prefer to use several customer-facing solutions to support their sales, marketing, and CRM.
  • Security- Ensure that your live chat tools are well protected against cyber threats and other types of possible attacks. 
  • Mobile-responsive interface- Make sure that your live chat app enables customers to use their smartphones for sales and customer support. In the absence of a mobile-responsive interface, the customers have to depends on laptop and desktop to access live chat support systems.
  • Simple or multi-channel support- As per your business requirement, consider the type of live chat system. Few live chat systems offer additional features and functions that help in providing 360-degree support. It includes integrations of call-back support and knowledge base.
  • Cloud-based vs. self-hosted- Depending on your business requirements, choose the best live chat software among these two deployment options. Nowadays, many live chat products are available as cloud-hosted apps. This type of deployment provides regular updates, no IT infrastructure, security and bug control, data backups, recovery, 24/7 support, accessibility anytime, and anywhere. 
  • Value vs. price – Make sure that you opt for the live chat support software that can give value to your business and can give higher returns in the long run. The cheapest option is not necessarily the apt choice for your business. In more top-price product packages, you can get advanced features that can fulfill your business requirement.
  • 24/7 Support- It is better to have a reliable live chat system that can reach your vendor 24/7, 365 days a year, and ask for assistance in the time of need.
  • Onboarding – Make sure that your live chat support software is easily integrated into your website. You don’t have to undergo a long learning curve in understanding and setting up the live chat system. The live chat tools should be easy-to-use.

What are the latest trends observed in the live chat system?

The latest trends to be observed in live chat support system are :

  • Significant customer support activity will happen without a human agent due to the increasing popularity of chatbots.
  • Most consumers prefer human agents to AI (artificial intelligence) technologies.
  • End users can majorly use live chat tools that can seamlessly integrate with their existing e-commerce, help desk, and CRM systems. 
  • Initiating the chat by the brand can help in converting visitors into potential customers.
  • Integration with social networks can assist with growing customer reach without making the customers re-direct.

What is the average cost of live chat software?

The average cost of live support software can be decided by considering the several crucial factors that are:

  • Number of users and admins
  • Business size
  • Core functionalities of live chat support software
  • Key elements offered by live chat software for business
  • Type of Interface
  • Cloud-based or an on-premise live chat app

The live chat and support system that offers basic features and is affordable to buy can be the right option for startups and growing small organizations. While the large organization can pick advanced plans so that they can have more powerful features of a live chat system that can effortlessly meet their business demands. The price of the live chat service provider that offers advanced plans can be a bit costlier.

The cost of the live support software can begin as low as $9per month(for example, Sugester). The live chat system can reach as high as $1500/month(for instance, Whisbi). Apart from these costs, there are some other charges linked with the vendors’ live chat software. The charges are included for installation, support, and maintenance.

Small businesses and start-ups can check free live chat software too. If you are looking for the best free live chat software, then feel free to explore the Goodfirms platform. LiveAgent, EngageBay, ManyChat, LiveZilla, Zoho SalesIQ, Rocket.Chat, LiveHelperChat, HelpCenterLive, SimpleChat, Chat4Support are some of the renowned free live chat software. 

Why refer to GoodFirms’ list of best live chat software?

If you are hunting for the best live chat software for your business, then GoodFirms is there to assist you. The thorough research and in-depth survey by GoodFirms on the software can help in making a sound buying decision for the user. This well-researched and huge platform believe in a customer-centric approach. Vendors and well-known software companies find this platform the right place to meet their business solutions.

Delve into the list of top-notch quality live chat software to discover their pricing data, core functionalities, deployment, and business size along with the authentic reviews. The dedicated and qualified experts at GoodFirms are always on their toes to answer the queries of their valuable readers.

Comparison of Live Chat Software: Zendesk Chat, Drift, Intercom, Tawk.to and Freshchat

FeatureZendesk ChatDriftIntercomTawk.toFreshchat
Company BackgroundDeveloped by Zendesk, a customer service software company known for its suite of customer support tools, including helpdesk, CRM, and live chat solutions.Developed by Drift, a conversational marketing and sales platform focused on helping businesses generate leads, engage with prospects, and accelerate sales through real-time messaging and automation.Developed by Intercom, a customer messaging platform offering a suite of tools for customer communication, support, marketing, and sales, designed to help businesses build better customer relationships and drive growth through personalized interactions.Developed by Tawk.to, a free messaging app and live chat software provider, offering tools for website communication, customer support, and engagement, with a focus on providing a free and easy-to-use solution for businesses of all sizes.Developed by Freshworks, offering a suite of customer engagement software, including helpdesk, CRM, and live chat solutions, designed to help businesses deliver exceptional customer experiences and streamline customer communication across channels.
Target AudienceBusinesses of all sizesB2B companies, marketing teamsB2B companies, customer support teamsSmall and medium businessesSmall and medium businesses
PricingPaid plans start at $19/month per agentFreemium, paid plans start at $49/monthFreemium, paid plans start at $39/monthFreemium, paid plans start at $1/monthFreemium, paid plans start at $15/month
Ease of UseUser-friendly, integrates with Zendesk productsUser-friendly, conversational approachUser-friendly, comprehensive feature setVery user-friendly, simple interfaceUser-friendly, good for beginners
FeaturesChatbots, chat transcripts, file sharing, co-browsing, reportingConversational marketing tools, chatbots, account-based marketing, lead scoringLive chat, chatbots, in-app messaging, product tours, email marketingLive chat, chatbots, file sharing, ticketing system integration, reportingLive chat, chatbots, co-browsing, screen sharing, ticketing system integration
StrengthsStrong integrations with Zendesk ecosystem, good for customer supportConversational marketing focus, ideal for lead generationComprehensive feature set, strong customer support focusAffordable, user-friendly, good for small businessesFeature-rich, affordable option for small businesses
WeaknessesFreemium plan has limited featuresLess customization compared to othersHigher pricing compared to some optionsLimited features in the free planLimited integrations with some business tools
Best forBusinesses using Zendesk products, customer support teamsB2B companies focused on lead generation and marketing automationB2B companies with complex customer support and communication needsSmall businesses looking for a simple and affordable live chat solutionSmall and medium businesses seeking a feature-rich and affordable option
Integration CapabilitiesIntegrates with Zendesk Suite, including Support, Guide, and Explore, as well as with third-party applications and platforms such as CRM, e-commerce, analytics, and social media, through APIs, webhooks, and marketplace integrations.Integrates with CRM systems such as Salesforce and HubSpot, marketing automation platforms, email marketing tools, analytics solutions, and other business systems through APIs, webhooks, and native integrations for seamless data exchange and workflow automation.Integrates with CRM platforms like Salesforce and HubSpot, e-commerce platforms, marketing automation tools, and other business systems through APIs, webhooks, and integrations to streamline data flow and automate workflows across platforms.Offers integration with CRM systems, email marketing platforms, helpdesk software, CMS platforms, and e-commerce platforms, as well as custom integrations through APIs and webhooks to connect with other business tools and systems.Integrates with CRM, helpdesk, marketing automation, e-commerce, and other business systems through APIs, webhooks, and native integrations, as well as with Freshworks Suite applications such as Freshdesk, Freshsales, and Freshmarketer.
Cost of OwnershipModerate to highModerate to highModerate to highLow to moderateModerate
GoodFirms NotesIntegrates seamlessly with other Zendesk products and offers strong customer support features.Ideal for B2B businesses looking to generate leads and qualify prospects through chat.Feature-rich platform for omnichannel customer engagement and product adoption.Good option for small businesses and startups with its free plan and simple features.Offers a good balance of features and affordability, suitable for businesses of all sizes.

Frequently Asked Questions

What is a Proactive Chat?

Whenever a visitor lands on the web page, a proactive live chat support system prompts the visitor to chat through a small chat window. This type of chat is initiated by the live agent. Proactive chat support is usually established with a greeting and a custom message offering assistance to the visitor is browsing the website or finding the exact product or service that he/she is looking for.

How Much Does a Live Chat Software Cost?

The cost of the best live chat support software can begin as low as $9per month (for example, Sugester) and can reach as high as $1500/month(for instance, Whisbi). Businesses with budget constraints can go with free and open-source live chat software solutions such as Rocket.Chat, LiveHelperChat etc.

How to Add the Live Chat Feature to My Website?

Steps to add the live chat functionality to your website depends on the plan that you have purchased or the live chat software you have chosen. Most software solutions require you to plugin a javascript or HTML code given by the vendor to your website after downloading the software. Once the code is embedded, all web pages automatically show the live chat icon, and your agents can start providing live support.

Is Agent Training Required for Live Chat Software?

Agents require training for transferring calls, embodying guidelines, connecting and disconnecting chat, and learning the optimal use of live chat. Agents may also require to understand how to use functionalities embedded in live chat software to de-escalate situations quickly. Agents should also be able to use unwarranted scripts when required. Vendors that provide agent training while purchasing live chat tools should be preferred.

What Types of Live Chat Support is Available With Live Chat Tools?

  • Text Chat: The agents and the clients exchange text messages, and resolution is provided through text-based conversation. 
  • Voice Support: The agent gets on a voice call with the client, and resolution is provided through a voice call. 
  • Video Support: The agent and the client get together on a video call, and resolution is provided through video support. 

In all the three methods mentioned above, agents and clients can co-browse through the chat window, share documents and files. The initiation of support via live chat software occurs via text messages only; however, if required, agents can connect the customers to the right department via text, voice call, or video support. 

Does the Live Chat Application Provide Support for Multiple Languages?

Some live chat software applications have multi-language support functionality. With automated translations and multiple-language support, a live chat tool reduces the language barrier between the agent and the client.

Can I use a Live Chat Feature With Multiple Websites?

Yes, with multi-website support plans, live chat software can be embedded with multiple websites. For adding the feature on multiple websites, you have to insert the HTML or Java code provided by the vendor on all of your web properties. However, based on your plan, some vendors may restrict multi-website usage. You may need to upgrade plans to avail this feature.

Is the Live Chat Window Customizable?

Live chat software allows customization of color, widget theme, logo, position on the website, and language. You can customize the overall look to meet your branding requirements.

How Live Chat Software Helps in Increasing Customer Engagement?

Live Chat reduces response time and addresses customer issues quickly. With the lowest queue time, routed conversations, and proactive chats using automated chatbots, Live Chat software boosts customer experience instantly. With features for co-browsing, screen sharing, multi-format chat options, and more, it delivers real-time customer engagement. 

Who is the best live chat software on GoodFirms?

We have listed 210+ best live chat software on our platform based on reviews & ratings. Here are the top online chat applications, include:

Who is the free online live chat software for the website on GoodFirms?

The free online live chat software for the website on GoodFirms, based on verified client reviews and ratings, includes:

Who is the best ecommerce live chat software on GoodFirms?

The best ecommerce live chat software on GoodFirms, based on verified client reviews and ratings, include:

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