Live chat is one of the most popular ways to communicate with businesses, as over 41% of customers expect to see it on your website. As a result, using the best live chat software has become important to businesses wanting to increase engagement, improve customer service efficiency, and offer real-time help.
It can be tough to choose the best live chat service provider for your company with multiple of them offering different benefits. To assist you in choosing the best live chat solution, we’ll look at the top ten live chat tools and compare them.
"Extending live customer support over chat is the best and easiest way to help your customers resolve complex queries and enhance customer satisfaction. Finding the most suitable live chat software provider will be easy if you base your decision on your core business goals, usage, and budget."
What is Live Chat Software?
Live chat software is a tool for real-time human assistance through a chat window. Visitors input messages promptly addressed by a human operator, enhancing engagement and customer satisfaction. It facilitates instant messaging for customer support, sales, and engagement purposes.
The best providers manage multiple conversations, track progress, and offer automated messages when representatives are unavailable. Implementing live chat reduces costs and enhances customer service efficiency.
Top 10 Live Chat Software for Customer Support
The market is brimming with live chat software for customer support. However, not all can fulfill your business needs or align with your budget well. Our buyer’s guide will acquaint you with the best live chat service providers that mostly fit all business sizes and have decent pricing. Let’s get started –
Our selection process for [Live Chat Software] is conducted by carrying out thorough research and scrutiny. These tools are selected based on usability and satisfaction factors, which include features, ease of use, ratings, and reviews from SoftwareSuggest, G2, and Capterra. We are committed to helping businesses make informed decisions to enhance their operational efficiency and productivity.
1. Zendesk
Zendesk is a feature-rich live chat support software made for companies of all kinds. Well-known for its strong ticketing system, it offers real-time messaging, AI-powered automatic responses, and easy platform integration.
Zendesk is a popular option among leading live chat service providers in the sector. It helps businesses increase the overall customer support suite with a configurable interface and an extensive set of reporting skills.
- Asset tracking
- AI-powered responses
- Customer engagement
Pros
- Zendesk offers powerful triggers and automation features that simplify repetitive tasks.
- The platform is highly customizable, enabling users to create tailored solutions, support articles, and customer portals.
Cons
- Support can be slow, making it difficult to resolve issues quickly.
- Messages create separate profiles, complicating communication and requiring agents to switch between tickets.
Pricing
- Suite Team: $55/per agent/per month
- Suite Growth: $89/per agent/per month
- Suite Professional: $115/per agent/per month
- Suite Enterprise: custom pricing
- 14-day free trial
*Pricing accurate as of: 21-10-2024
2. ControlHippo
ControlHippo is an omnichannel communication platform for sales and support teams that provides a robust live chat tool integrated with WhatsApp. It makes it easy for companies to communicate with clients instantly. It promotes smooth client interaction and sales by providing real-time help to customer queries, secure in-chat transactions, and multimedia sharing.
With global support across time zones and multiple languages, ControlHippo eliminates phone bills and reduces operational costs, making it one of the best live chat solutions for businesses to close deals and enhance customer satisfaction.
- Assign chat
- Chat labels
- Workflow automation
- Multiple users access
- Inbox management
- Interaction tracking
Pros
- ControlHippo features an intuitive dashboard for easy campaign creation and communication management.
- The team is quick to respond to custom requests, prioritizing client needs effectively.
- Numerous integration options streamline tasks for marketing and sales teams, saving valuable time.
Cons
- While responsive, customer support and response times can be enhanced.
- New users may face a learning curve due to the platform's extensive features.
Pricing
- Bronze: $20/per user/per month
- Silver: $28/per user/per month
- Gold: custom pricing
- 10-day free trial
*Pricing accurate as of: 21-10-2024
3. Olark
Olark is a flexible live chat platform that prioritizes usability and system integration. It offers deep insights into consumer behavior and real-time conversation monitoring, making it ideal for small to medium-sized organizations.
To ensure a great connection with visitors, Olark’s configurable chat boxes and robust analytics enable teams to communicate successfully, rapidly address customer problems, and improve overall service quality.
- Activity dashboard
- Customizable chat boxes
- Real-time chat monitoring
Pros
- Olark offers an easy-to-use interface that requires minimal training.
- Custom responses help improve communication and enhance customer interactions.
Cons
- There are restrictions on simultaneous user connections, which can hinder handling multiple chats.
- Customization options for displaying the chat on specific website pages are limited.
Pricing
- Olark Standard: starting at $29/per month.
- Olark Pro: custom pricing
- 14-day free trial
*Pricing accurate as of: 21-10-2024
4. Drift
Drift is a modern live chat app that emphasizes conversational sales and marketing. Salesloft has now acquired it and enables companies to interact with prospective clients in real time while assisting them with the purchasing process. It is one of the best live chat platforms for sales-driven companies.
It simplifies lead conversion and increases engagement with features like calendar scheduling, AI-powered chatbots, and interaction with marketing tools.
- Automated routing
- Intent recognition
- Engagement tracking
Pros
- Drift offers an intuitive interface, making it easy for users to navigate without extensive technical knowledge.
- The responsive support team addresses inquiries promptly, ensuring smooth operations.
Cons
- Mastering all advanced features can be overwhelming for new users.
- Implementing multiple systems can complicate the setup, often requiring additional technical support.
Pricing
- Free plan
- Advanced: custom pricing
- Premier: custom pricing
- Free trial available
*Pricing accurate as of: 21-10-2024
5. Tawk.to
Tawk.to is an excellent option for startups and small enterprises as it provides a live chat solution that is totally free and has no restrictions on agents or features. This live chat program offers configurable chat widgets, multilingual help, and real-time visitor monitoring.
Tawk. to’s user-friendly interface helps businesses communicate with clients around the globe, improving assistance and increasing engagement without adding to expenses.
- Customizable branding
- Geotargeting
- Proactive chat
Pros
- Tawk.to offers a comprehensive set of features at no cost, making it an accessible solution for businesses of all sizes.
- The intuitive setup and easy-to-use interface enable even non-technical users to manage live chat effectively.
Cons
- The chat widget design offers limited customization, which may not fully align with all brand aesthetics.
- The mobile app experience can be clunky, with occasional delays in notifications.The mobile app experience can be clunky, with occasional delays in notifications.
Pricing
- Free plan
*Pricing accurate as of: 21-10-2024
: Chatbot vs. Live Chat: Which is Better for Customer Service?6. HubSpot Live Chat
Businesses can now communicate with customers more efficiently with HubSpot Live Chat’s integration with the company’s robust CRM platform. Customizable chatbots are included in desktop and mobile apps to automate responses, and questions are easily turned into support issues.
With tools like analytics and live chat monitoring, HubSpot gives teams the ability to provide individualized experiences that improve client connections and efficiently increase conversions on a single, unified platform.
- Appointment scheduling
- Customizable templates
- Lead qualification
Pros
- The Service Hub consolidates customer service tools like ticket management and live chat.
- It integrates smoothly with other HubSpot tools, allowing customer support agents to adapt quickly.
Cons
- The absence of video examples can hinder some users’ understanding of instructions.
- The ticketing system lacks dedicated ticket numbers in subject lines, making it difficult to track multiple conversations with the same customer.
Pricing
- Starter: $20/month
- Team: $41/month
- Business: $59/month
- 14-day free trial
*Pricing accurate as of: 21-10-2024
7. Freshchat
AI-powered chatbots and omnichannel messaging are features of Freshchat, an evolving live chat solution that is a part of the Freshworks portfolio. It enables companies to interact with clients on several channels and offers intelligent chat routing to increase productivity.
Freshchat helps teams enhance customer interactions, increase satisfaction, and simplify communication for improved overall service with features like in-app messaging and comprehensive analytics.
- Automated responses
- Chatbot
- Geotargeting
Pros
- Supports multiple languages, allowing personalized chat conversations tailored to client needs.
- Chatbots efficiently collect customer data and connect them to agents with relevant information.
Cons
- Loading issues can cause new chats to not appear and older chats to disappear unexpectedly.
- Freshbot has limitations, including inconsistent logic flow triggers between the web widget and WhatsApp versions.
Pricing
- Free
- Growth: 1,499/agent/month
- Pro: 3,999/agent/month
- Enterprise: 6,399/agent/month
- 14-day free trial
*Pricing accurate as of: 21-10-2024
8. Tidio
Tidio is a flexible live chat program that integrates email marketing, chatbots, and live chat into a single platform. Small businesses can easily and effectively handle consumer contacts owing to its user-friendly layout.
Tidio’s features, like automated responses and comprehensive visitor data, improve customer service and engagement while assisting businesses in simplifying communication and efficiently increasing sales across many channels.
- Application management
- Complaint monitoring
- Customizable forms
Pros
- Tidio is easy to install and use, with an intuitive interface for managing customer interactions.
- The mobile app allows you to stay connected with customers on the go, preventing missed sales opportunities.
Cons
- Occasional connectivity issues can disrupt the chat experience.
- The pricing structure and customization options may be limiting for small businesses.
Pricing
- Starter: 29USD/per month
- Growth: 59 USD/per month
- Plus: 749 USD/per month
- Premium: USD 2999/per month
- 7-day free trial
*Pricing accurate as of: 21-10-2024
: What is the Difference Between Live Chat and Messaging?9. Intercom
Intercom is a full-featured customer communication platform that supports email, chat, and app messaging alongside live chat. With its adaptable bots, focused messaging, and smooth CRM system integration, Intercom enables companies to create lasting connections with their clients.
For companies looking to improve customer service and satisfaction, its emphasis on user involvement and deep data insights make it an excellent option.
- Activity dashboard
- Automated routing
- Batch communications
Pros
- Seamless integration with backend systems and other tools.
- Flexible communication options across live chat, email, and in-app messaging.
Cons
- Flexible communication options across live chat, email, and in-app messaging.
- Lack of email threading in Fin, which complicates email support.
Pricing
- Essential: $29/per seat/per month
- Advanced: $85/per seat/per month
- Expert: $132/per seat/per month
- 14-day free trial
*Pricing accurate as of: 21-10-2024
10. LiveChat
LiveChat is a robust live chat service provider popular for its broad integration options and ease of use. Multi-channel support, robust reporting capabilities, and customizable chat widgets are all included to improve client interaction.
LiveChat helps organizations improve their customer service operations, increase conversions, and build enduring relationships with customers by emphasizing quick response times and smooth user experiences.
- Autoresponders
- Call center management
- Performance metrics
Pros
- Integrates seamlessly with multiple software tools, enhancing real-time chat engagement.
- Combines with HelpDesk and ChatBot to improve customer interactions and resolve more issues.
Cons
- Lacks a native CRM, limiting its potential as an all-in-one solution for businesses.
- Limited customization options for agent profiles, which could impact branding efforts.
Pricing
- Starter: $20/per month
- Team: $41/per month
- Business: $59/per month
- Enterprise: custom pricing
- 14-day free trial
*Pricing accurate as of: 21-10-2024
Conclusion
Choosing the best live chat software depends on your business needs. Whether you’re a startup or enterprise, the right solution can improve customer interactions and simplify support. Selecting from these top tools ensures you’re equipped to deliver quick, efficient service.
Frequently Asked Questions
Live chat software enables real-time communication between businesses and website visitors. It ensures instant messaging, allowing users to ask questions, seek assistance, or get information promptly. This tool enhances customer support and engagement. It helps businesses provide timely responses for a more interactive and responsive online experience.
An example of chat software is ControlHippo, a platform that facilitates real-time communication and collaboration. ControlHippo is a whatsapp shared inbox that offers features like messaging, file sharing, and team collaboration tools, enhancing communication efficiency within organizations.
Chat support software is a tool that enables real-time communication between businesses and customers. It facilitates text-based conversations, addressing inquiries, providing assistance, and enhancing customer service experiences.
Updated : October 23, 2024
Naina Khare is an experienced content writer specializing in business communication solutions. Her expertise in omnichannel communication shines through in her clear, engaging content. Naina’s writing helps businesses navigate and enhance their communication strategies, making complex concepts more accessible.
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