Are you looking for the best live chat software to improve your customer support and increase sales? With so many options available, it can be challenging to determine which software is right for your business. But don’t worry, we’ve done the research and analysis for you! In this post, we will explore the top 5 live chat software providers, along with their features, benefits, and pricing. We will also provide use case examples and potential problems to help you make an informed decision.
At Serchen, you can find an extensive list of live- chat tools and software providers, and we recommend using it to read user reviews and ratings before making a purchase. Let’s dive into the world of live chat software and find the best one for your business.
Best Live Chat Software List
Here are the top five live chat software providers:
Check out the live chat category on Serchen to find more options.
What is Live Chat Software?
Live chat software is a customer support tool that allows businesses to communicate with their website visitors in real-time. It enables support agents to chat with customers, answer their queries, and resolve issues instantly.
Benefits of Live Chat Software
Here are some benefits of using live chat software for your business:
Enhance Customer Support
Live chat software provides quick and efficient customer support. It enables businesses to answer customer queries instantly, leading to higher customer satisfaction and retention.
Increase Sales
Live chat software helps businesses to engage with customers at the right time, leading to more sales. It allows businesses to provide personalized recommendations, discounts, and promotions to customers, resulting in higher conversion rates.
Improve Efficiency
Live chat software streamlines the customer support process by enabling support agents to handle multiple live chats simultaneously. It also provides access to chat history, customer data, and analytics, allowing businesses to track their performance and improve efficiency.
Build Trust
Live chat support software helps businesses to build trust with their customers by providing transparent and personalized support. It allows businesses to showcase their expertise and professionalism, leading to higher customer loyalty and advocacy.
Live Chat Software Key Features
Here are some key features offered by live chat software:
Chat Widget
Chat widget is a chatbox that appears on your website, enabling visitors to initiate a chat with support agents.
Proactive Chat
Proactive chat allows businesses to initiate a chat with visitors based on their behavior, such as the pages they are visiting, time spent on the website, or cart abandonment.
File Sharing
File sharing enables support agents to share documents, images, and videos with customers to provide more detailed information.
Chat History
Chat history provides access to previous chats with customers and support tickets, allowing support agents to provide personalized and consistent support.
Analytics and Reporting
Analytics and reporting provide insights into chat volume, response time, customer satisfaction, and performance metrics, enabling businesses to improve their support process.
Factors to Consider When Choosing Live Chat Software
Here are some factors to consider when choosing live chat software:
Integration
Make sure the live, chat tool or software integrates with your existing tools and systems, such as CRM, helpdesk, and e-commerce platforms.
Customization
Look for live chat software that allows you to customize the live chat widget itself, chat flows, and automated messages to match your brand and tone.
Scalability
Choose live chat software that can handle your current and future video chat, volume, users, and features.
Security
Ensure that the live chat software provides end-to-end encryption, GDPR compliance, and other security measures to protect your data and customers’ information.
Live Chat Software Use Case Examples
Here are some use-case examples of different types of businesses that could benefit from live chat software:
E-commerce Business
Live chat software can help e-commerce businesses to provide real-time support to their customers, answer their queries, and offer personalized recommendations, leading to higher sales and customer satisfaction.
SaaS Business
Live chat software can help SaaS businesses to provide onboarding support, troubleshoot technical issues, and offer product demos to potential customers, leading to higher conversions and customer retention.
Healthcare Business
Live chat software can help healthcare businesses to provide online consultations, schedule appointments, and answer patient queries, leading to higher patient satisfaction and engagement.
Education Business
Live chat software can help education businesses to provide academic support, answer student queries, and offer enrollment assistance, leading to higher student satisfaction and enrollment.
Real Estate Business
Live chat software can help real estate businesses to provide property information, schedule property tours, and answer customer queries, leading to higher customer engagement and sales.
Potential Live Chat Software Problems
Here are some potential problems with using live chat software:
Overreliance on chatbots and automated messages may lead to impersonal and unsatisfactory customer support.
High chat volume and long response time may lead to customer frustration and dissatisfaction.
Integration and customization issues may lead to a poor user experience and lower efficiency.
Live Chat Software Costs
Live chat software costs vary depending on all the features used, users, and subscription plans. Most live chat software providers offer monthly or annual subscription plans, and some offer pay-as-you-go or free plans.
Here are some typical costs associated with live chat software:
LiveChat – starts at $19 per user per month
Tawk.to – free with premium features starting at $15 per user per month
Intercom – starts at $87 per month
Zendesk Chat – starts at $14 per user per month
Freshchat – starts at $15 per user per month
Current Live Chat Software Trends
The current live chat software trends include:
Increased use of AI and chatbots for personalized and automated support.
Integration with other business systems, such as CRM and helpdesk, to provide a seamless customer experience.
Mobile optimization desk software and app development to support mobile users.
How We Choose The Best Live Chat Software
We selected the best live chat software providers based on several key factors, including functionality, user interface, customization, integration, user reviews, and pricing. We also used Serchen to read user reviews and ratings to gauge user satisfaction and the level of support provided by each vendor.
Top 5 Live Chat Software Providers
LiveChat
Founded in 2002, LiveChat is a cloud-based live chat software for businesses of all sizes. It offers live chat features such as chat widget, proactive chat, file sharing, chat history, and analytics.
Features:
Chat Widget
Proactive Chat
File Sharing
Chat History
Analytics and Reporting
Pros:
Easy to use interface
Comprehensive features and integrations
Good customer support
Cons:
Expensive pricing plans for small businesses
Limited chatbot functionality
Support Available:
Email, Phone, Live Chat
Best suited to:
E-commerce, SaaS, and enterprise businesses
Pricing from: $19 per user per month
Ave Rating on: Serchen – 4.5/5, G2 – 4.6/5, Capterra – 4.7/5, Trustpilot – 4.5/5 – Aggregate Score: 4.6/5
Tawk
Founded in 2013, Tawk.to is a free live chat software for businesses of all sizes. It offers advanced features, such as chat widget, proactive chat, file sharing, chat history, and analytics, with premium features available for a fee.
Features:
Chat Widget
Proactive Chat
File Sharing
Chat History
Analytics and Reporting
Pros:
Free plan available
Easy to use interface
Comprehensive features and integrations
Cons:
Limited customization options
Inconsistent customer support
Support Available:
Email, Phone, Live Chat
Best suited to:
Pricing from: Free with premium features starting at $15 per user per month
Ave Rating on: Serchen – 4.8/5, G2 – 4.6/5, Capterra – 4.7/5, Trustpilot – 4.6/5 – Aggregate Score: 4.7/5
Intercom
Founded in 2011, Intercom is a full live chat solution and software for businesses that offers features such as chat widget, proactive chat, file sharing, chat history, analytics, and automation.
Features:
Chat Widget
Proactive Chat
File Sharing
Chat History
Analytics and Reporting
Pros:
Comprehensive features and integrations
Good customer support
Powerful automation and messaging tools
Cons:
Expensive pricing plans for small businesses
Limited customization options
Support Available:
Email, Phone, Live Chat
Best suited to:
Enterprise and high-growth businesses
Pricing from: $87 per month
Ave Rating on: Serchen – 4.6/5, G2 – 4.4/5, Capterra – 4.4/5, Trustpilot – 4.2/5 – Aggregate Score: 4.4/5
Zendesk Chat
Founded in 2007, Zendesk Chat is a live chat software for businesses that offers features such as chat widget, proactive chat, file sharing, chat history, and analytics, with integrations with other Zendesk products.
Features:
Chat Widget
Proactive Chat
File Sharing
Chat History
Analytics and Reporting
Pros:
Good customization options
Comprehensive integrations with other Zendesk products
Good customer support
Cons:
Expensive pricing plans for small businesses
Limited chatbot functionality
Support Available:
Email, Phone, Live Chat
Best suited to:
Enterprise and high-growth businesses
Pricing from: $14 per user per month
Ave Rating on: Serchen – 4.4/5, G2 – 4.3/5, Capterra – 4.4/5, Trustpilot – 4.2/5 – Aggregate Score: 4.3/5
Freshchat
Founded in 2010, Freshchat is a live chat software for businesses that offers features such as chat widget, proactive chat, file sharing, chat history , and analytics, with integrations with other Freshworks products.
Features:
Chat Widget
Proactive Chat
File Sharing
Chat History
Analytics and Reporting
Pros:
Good customization options
Comprehensive integrations with other Freshworks products
Good customer support
Cons:
Limited automation and messaging tools
Limited chatbot functionality
Support Available:
Email, Phone, Live Chat
Best suited to:
Small and medium-sized businesses
Pricing from: $15 per user per month
Ave Rating on: Serchen – 4.5/5, G2 – 4.4/5, Capterra – 4.4/5, Trustpilot – 4.4/5 – Aggregate Score: 4.4/5
Live Chat Software – FAQ
What is live chat software?
Live chat software is a tool that allows businesses to communicate with their customers in real-time via a live chat app on their website or app. It enables businesses to provide quick and personalized support, answer customer questions, and increase customer satisfaction.
How does live chat software work?
Live chat software typically works by adding a live chat tool or widget to your website or app that allows visitors to initiate a chat with your support or sales team. When a chat is initiated, the software alerts your team and opens a chat window for the conversation. Live chat software also often includes features such as proactive chat, chatbots, file sharing, and chat history.
What are the benefits of using live chat software?
The benefits of using live chat software include:
Providing real-time support to customers
Increasing customer satisfaction and loyalty
Boosting sales and conversion rates
Saving time and resources compared to traditional support channels
Collecting valuable customer data and insights
Creating a more personal and human connection with customers
What are the features of live chat software?
The features of live chat software can vary depending on the provider but typically include:
Chat widget
Proactive chat
Chat history
File sharing
Customization options
Analytics and Reporting
Integration with other business tools
Unlimited chats
Proactive chat invitations
How do I choose the right live chat software for my business?
When choosing the right live chat software for your business, consider factors such as your budget, business needs, desired features, and customer support. Research and compare different providers, read user reviews and ratings, and take advantage of free trials to test out the software before making a decision.
What are the potential problems with using live chat software?
Potential problems with using live chat software include:
Inconsistent or inadequate customer support
Over-reliance on chatbots and automation
Poor integration with other business tools
Technical issues or downtime
Security and data privacy concerns
How much does live chat software cost?
Live chat software can range in price from free to several hundred dollars per month depending on the provider, features, and number of users. It’s important to compare pricing plans and consider any additional costs such as integrations and support.
How do I integrate live chat software with my website or app?
Integrating live chat software with your website or app typically involves adding a code snippet or plugin to your site or app. The specific integration process can vary depending on the provider and platform, but most providers offer detailed instructions and support.
What kind of support is available for live chat software?
The type and quality of support available for live chat software can vary depending on the provider. Look for providers that offer multiple support channels such as email, phone, and live chat, as well as detailed documentation and user guides.
Can I use live chat software for customer service and sales?
Yes, live chat software can be used for both customer service and sales. It allows businesses to provide personalized and real-time support to customers, answer questions, and help them make purchasing decisions. It can also increase sales and conversion rates by engaging with customers and providing a positive customer experience.
Honorable Mention
Here are five more popular live chat software providers that didn’t make it to our top 5 list:
For even more choices, check out the live chat software category page on Serchen.
Live Chat Software Tips and Best Practices
Here are some tips and best practices to help you get the most out of your live chat software:
Make sure the chat widget is visible and accessible on your website or app.
Train your support and sales teams on how to use the software effectively and efficiently.
Use proactive chat to engage with visitors who are browsing your website.
Personalize your chat messages and responses to create a more human connection with your customers.
Monitor and analyze your chat metrics, such as response time and customer satisfaction, to improve your performance.
Integrate your live chat software with your helpdesk and CRM tools to provide a seamless customer experience.
Use chatbots and automation to handle repetitive tasks and provide 24/7 support.
Set up canned responses and workflows to save time and increase productivity.
Implement security measures, such as end-to-end encryption and data protection, to ensure the privacy and safety of your customers.
Continuously optimize and improve your chat strategy based on customer feedback and data analysis.
By following these tips and best practices, you can create a successful and effective live chat strategy for your business.
Conclusion
In conclusion, live chat software is an essential tool for businesses that want to provide real-time support, engage with customers, and increase sales and customer satisfaction. We’ve highlighted the top 5 live chat software providers based on our research and analysis, but the right choice ultimately depends on your business needs and budget.
We recommend using Serchen to read user reviews and ratings and compare features and pricing to make an informed decision. Additionally, we recommend exploring other types of software, such as helpdesk and CRM, that can complement live chat software and provide a comprehensive customer experience.
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