Did you know that around 69% of consumers alone in the United States use online live chat software services, with the bulk of these customers ranging in age from 18 to 49? Due to technological advancements, there has been a significant change in customers’ behavior. Customers increasingly want actual-time interaction to get solutions to their issues as soon as possible. As a result, using the best live chat software & app is the ideal option for you.
Live chat software can save you 15% to 33% on staff and phone calls while improving your conversation rate by 3.84%. According to the survey’s findings, 70% of people consider live chat helpful and superior to any other method of communication.
Now that you understand how live chat has found its way into the market for managing customer issues. Let us assist you in locating the best live chat software & app for your business.
Best Live Chat Software & App
- 1 Best Live Chat Software & App
- 1.1 #1. LiveChat
- 1.2 #2. HubSpot Free Live chat Software
- 1.3 #3. LiveAgent
- 1.4 #4. Zendesk Suite Live Chat
- 1.5 5. Olark Live Chat Software
- 1.6 #6. Pure Chat: Live Chat Software
- 1.7 #7. Chaport Live Chat Software
- 1.8 #8. Social Intents Live Chat Software
- 1.9 #9. Drift Live Chat Software
- 1.10 #10. Smartsupp Live Chat
- 2 What is Live Chat Software
- 3 Features of Live Chat Software
- 4 Benefits of Live Chat Software
- 5 How to Choose the Best Live Chat Software for Website
- 6 What is the difference between live chat and help desk software?
- 7 What is the difference between Chatbot v/s Live Chat?
- 8 FAQs About Live Chat Software & App
Now that you have determined what you want from your live chat software along with its benefits and features, it’s time to evaluate your alternatives. Here’s a list of the best live chat software & apps available in the market. All of the options on this list will provide you with promising outcomes and the best accessible features.
LiveChat is the first application on our list of the best live chat software & apps. The characteristic that distinguishes LiveChat from its competitors is its encryption, access limits, credit card concealing, and visitor banning to provide the highest degree of security to its clients. It also offers exceptional sales and eCommerce capabilities, including customer data storage, sales and inventory management, and much more.
LiveChat helps you to generate leads and increase visitors’ engagement timing with the assistance of a chatbot. Unlike other live chat tools, this software allows you to view what consumers are typing before sending it, adds relevant tags to each discussion, and retrieves previous conversations from the database. The premium plans for Livechat are reasonable and provide you with maximum features.
LiveChat Notable Features
- Individual operator chat ratings
- During a chat, you can share files.
- Messages tailored to a specific visitor’s behavior
- Ticketing mechanism built-in
- Settings for branding and design
- Starter: $16 per month
- Team: $33 per month
- Business: $50 per month
- Enterprise: Request a call for more inquiry
#2. HubSpot Free Live chat Software
Hubspot is an excellent choice for anyone who does not want to waste money or time determining whether or not a chatbot is appropriate for their company. With its customized dialogues, it makes the entire discussion feel natural for the customer. The best part about Hubspot is that it offers a free plan that allows customers to store an unlimited number of chats.
This software has slack integration allowing you to receive real-time notifications and services for messaging customers directly from the tool.
Hubspot is also available as a mobile application, allowing access from any place.
HubSpot Live Chat Notable Features
- Integrates with CRM
- Natural and personal interaction
- Improves productivity and customer experience
- Live chat widgets
- A chatbot creator that is simple to use.
- Starter: $45 per month
- Professional: $800 per month
- Enterprise: $3200 per month
- Starter: $45 per month
- Professional: $450 per month
- Enterprise: $1200 per month
- Starter: $45 per month
- Professional: $360 per month
- Enterprise: $1200 per month
- Starter: $45 per month
- Professional: $360 per month
- Enterprise: $1200 per month
- Free plan available
- Starter: $45 per month
- Professional: $750 per month
LiveAgent is best for catching the attention of visitors and keeping them engaged in a conversation. It initiates a proactive chat automatically and applies dialogues based on the activity of the website visitor. It obtains comprehensive support and sales instruments by using various communication channels like slack, Twitter, Gmail and Facebook, and many more.
It is beneficial for businesses that need to provide help desk support 24×7 to their customers on a global level. LiveAgent has proven to increase the revenue of the company by providing a fast and better client experience. This live chat software is smart enough to direct issues or conversations to the appropriate agent for a smooth support process.
LiveAgent Notable Features
- Real-time monitoring of visitors
- Integrate all avenues of communication
- Chat invites that are proactive
- Alteration options for the live chat widget
- Customer’s responses typed in real-time
- Free: $0 for lifetime
- Ticket: $15 per agent, per month
- Ticket + Chat: $29 per agent, per month
- All-Inclusive: $39 per agent, per month
#4. Zendesk Suite Live Chat
If you wish to make the conversation enjoyable for your customers, then Zendesk is the best live chat software & app for you. Its flowing design keeps consumers engaged and attracts them to return to your product. The best thing about this software is that it translates the conversation into your native language, giving you more freedom while receiving help.
Furthermore, with the aid of a chatbox provided in this software, you can give an excellent interaction experience even when your operators are unavailable. You may also include emojis, GIFs, and other visual components in the conversation to make it more enjoyable. It also offers consumers an actual-time messaging service.
Zendesk Suite Live Chat Notable Features
- Use a chatbot to automate your responses
- Using mobile app reply at any time and from any location
- Several chat modification options
- Prepare for consumer inquiries.
- Chat routing to assist consumers in finding answers quickly
- Suite Team: $49 per month, paid annually, for each agent
- Suite Growth: $79 per month, paid annually, for each agent
- Suite Professional: $99 per month, paid annually, for each agent
- Suite Enterprise: $150 per month paid annually, for each agent
5. Olark Live Chat Software
Olark is best known for offering fast access to lead data during an ongoing discussion. It recommends the best course of action while also giving operators a better understanding of consumers and their previous interactions with the business. Olark strives for consistency in the user experience they offer to their customers. With its comprehensive user experience, this live chat tool has managed to keep its clients happy and satisfied thus far.
Olark’s customizable pre-chat form can rapidly convert a lead into a customer by successfully engaging them in the conversation. It also enables real-time communication with consumers, uses analytics to enhance the customer experience, and manages all data collected during a conversation. You can acquire a free trial of this software to get a peek at it and determine whether or not you want to keep using it.
Olark Live Chat Notable Features
- Comprehensive chat analytics
- Co-browsing with guests to give step-by-step assistance
- Forms for custom chat boxes
- Chat transcripts can be saved and used later.
- Integration with well-known platforms
- Free trial available
- $29 per month for a premium plan
#6. Pure Chat: Live Chat Software
Pure chat provides a limitless conversation, android and iOS application, and accessibility to a dashboard with improved analytics, making it easy for businesses to assist at any time and from any location. Companies can naturally manage their support service and handle leads in real-time, thanks to the flexibility of this software.
Being one of the quickest live chat software, it rapidly diagnoses problems and actively begins a help discussion by gathering detailed information about visitors. If you are unsure about the application, you can opt for a 30-day free trial and get access to all the features and determine which plan suits you the most. Even if you have no prior experience with live chat software, the app’s straightforward design makes it easy for anybody to operate the product quickly.
Pure Chat Notable Features
- Real-time visitor tracking
- Conversation triggers are dependent on visitor activities.
- Availability of apps for android and iOS users
- Offer security roles to people.
- No limit to the amount of chat history and transcripts
- Growth: $49 monthly
- Pro: $99 monthly
- Growth: $39 per month paid annually
- Pro: $79 per month paid annually
#7. Chaport Live Chat Software
Chaport is a trendy chat support software that allows businesses to communicate with their customers in actual time. It assists consumers in increasing sales by supporting them in answering inquiries received from various platforms. It also consists of bots that respond automatically and help in solving problems quickly.
Its simple user interface enables users to quickly install the live chatting software and begin the support procedure. It also sends out an auto-chat invitation to visitors that rapidly improves overall website engagement. The feature that distinguishes this software is its ability to provide users with a bilingual chat Widget, which means that users may view Widgets in their local language. It also offers a free plan in which it includes some exciting features that you can explore.
Chaport Live Chat Notable Features
- Visitors get automatically invited
- Modification options for widgets
- Keep track of the saved responses
- Share files during chat
- Reports on operator performance in real-time
- Free: $0 for lifetime
- Premium: $15 per month
- Business: $23 per month
- Enterprise: Contact Chaport for further details
#8. Social Intents Live Chat Software
Social Intents is the next software on our list of the best live chat software and apps. This live chat software is simple to set up and allows your employees to connect with customers and site visitors via Slack and Microsoft Teams, two of the most popular messaging platforms. You may also tailor the channel to which chat notifications and requests get delivered so that representatives don’t miss anything.
It offers powerful integrations and lives chat availability, canned and automatic replies, thorough reporting, and site visitor alert through a timer. Social Intents provides its customers a 14-days free trial period to decide if they still want to continue working with this tool.
Social Intents Notable Features:
- Custom chat Widget
- Incredible customer support
- Provides engaging customers with customers and lead
- Ability to conduct Slack and Teams discussions
- Fantastic integration
- Starter: $39 per month
- Basic: $65 per month
- Pro: $132 per month
- Business: $265 per month
- Starter: $29 monthly
- Basic: $49 monthly
- Pro: $99 monthly
- Business: $149 monthly
You will get 25% off if you choose any annual plan.
#9. Drift Live Chat Software
For handling all of your sales and marketing solutions, Drift is the best solution for you. It helps to boost sales and increase conversion opportunities for the business. The chatbot assistant of this chat software assists the company in developing a refined sales process that allows collective gathering of quality leads, resulting in a dramatic increase in the client’s revenue.
The appealing conversational bot feature of this website’s live chat services stimulates conversation and increases consumer engagement all the time. You can also connect with the visitors at a crucial moment and reduce the sales process by making products recommendations that directly address the customer’s concerns.
Drift Live Chat Notable Features:
- Manage different sorts of communications, create several inboxes
- Immediately monitor the status of communication
- Use chatbots for capturing market quality traffic
- Private messages for other members of the support team
- Smooth transfer of chats from one department to another
- Premium: Add your business email address for inquiry
- Advanced: Add your business email address for inquiry
- Enterprise: Add your business email address for inquiry
#10. Smartsupp Live Chat
Smartsupp is relatively a newbie in the world of live chat software, but that doesn’t mean that it lags behind in providing optimum functionality and satisfaction to its customers. At an affordable price, Smartsupp gives the most impressive features. It also consists of an automated chatbot specially designed to assist clients to ease the support process.
It also aids the business in providing multi-channel experiences, captures support inquiries from various platforms, allows users to see video recordings of visitors’ activities, and offers an interactive chat widget. All these features help to increase the efficiency of customer engagement.
Smartsupp Live Chat Notable Features:
- Supports mobile application for both Android and iOS devices
- Automatic messaging
- Monitors movements using the Video Recording feature
- Communication from all platforms together in one location
- Provides Comprehensive picture of visitors’ browsing habits
- Free: $0
- Standard: $22.5 monthly, $15 per month on a yearly plan
- Pro: $108 monthly, $72 per month on an annual plan
You save up to 33% if you opt for a yearly plan.
What is Live Chat Software
A Live Chat software enables the customers to communicate with a customer support representative in real-time. Rather than having a telephonic conversation at specific hours, Live chat tools allow consumers to have live interaction in a chatbox for a quick and accurate response on a browser or mobile application. Live chat software has been very helpful for online business as they provide instant support to the online visitors.
Live Chat Software will assist you in improving client interaction and ensuring that no customer query goes ignored.
Features of Live Chat Software
Let’s have a look at the features of the live chat tool so you can get a better understanding of it and choose the best live chat software for your business.
A chatbot enables your company to automate the whole customer service process, ensuring that consumers receive the best response to their queries as quickly as possible.
You can reduce your response time by preparing and saving a standard reply for some frequently asked questions. The canned responses can be used during an ongoing conversation to help reduce the typing effort as well.
To assist consumers in receiving the required answer as soon as possible, carefully consider customer conversations and route them to the appropriate department.
Monitoring Real-Time Visitors
With live chat support, you can monitor your visitor’s activity in real-time and discover opportunities to interact with them actively. You can also evaluate traffic trends, determine pages that receive the most interaction and see when operators can assist consumers with the help of real-time monitoring.
If live chat service providers offer you the opportunity to add and configure multiple chat forms, take advantage of it. Pre-chat form, offline message form, and post-chat form are the few chat forms that you should look for while getting the best live chat apps.
You should see if the live chat tool chosen by you consists of knowledge base, analytic, eCommerce, CRM, email marketing, help desk, CMS, and various other integration options so you can get the most out of it.
It is advisable to see that the chat support software you are selecting creates in-depth reports. These reports will assist you in tracking specific and average evaluations for each operation, missed chats, overall conversations approved, average response time, thorough visitors reports, and much more.
Branding and Customization
Choose a live chatting software that allows you to white-label the live chat widget, tailor greetings based on visitors, modify chat icons, add your company, add emoji and person such other modifications.
At last, you should see that the selected live chat tool offers you access to a mobile application. Having a mobile app will allow you to produce at any time and from any location, increasing customer satisfaction and encouraging clients to choose your brand over competitors.
Benefits of Live Chat Software
With prior information of consumers on your hands, live chat software allows you to respond to customers rapidly. Here are the benefits that you will get if you choose the best live chat app.
More rapid than usual techniques
Customers tend to choose websites that reply fast over those that do not.
A quick reaction time keeps consumers interested while also saving time.
A telephonic discussion does provide real-time responses, but when compared to live chat, it lags. You would need a whole team to talk over calls, but with live chat, you can communicate with a lot of customers at the same time.
When a customer reaches out to you, the last thing they would want is to repeat their problem to you multiple times. Live chat software provides the best course of solution without having to ask a whole bunch of questions. A chat support software already contains your query’s data from a customer data platform, allowing you to tailor each interaction.
Reduces the burden on customer support
The best live chat software will relieve the strain on customer service executives as the live chat software is capable of answering basic and frequently asked questions. After answering the basic questions, the toll will assign an agent to answer the complex question. Because of the saved time, the agents can manage a large group of customers in the same time frame as the Chatbot answers the initial inquiries.
Provides More information
Chat support software provides you with additional information that various teams may use. Live chat software can give you information on browser history, leading URLs, conversion rates, and more, in addition to conversation history. Using the conversation tags, you can also see how different discussions or customer inquiries impact revenues. You can also use this information to improve your product.
Customers are more likely to engage when they have access to live chat.
They obtain the information they need without having to leave your website. You can help your consumers on their way to purchasing by addressing their inquiries while they’re exploring.
How to Choose the Best Live Chat Software for Website
If you are unsure which live chat software to employ for your website, we have compiled a list of factors to consider when picking the best website chat software.
Allows integration with several platforms at the same time
When looking for live chat software for a website, examine whether it allows you to interact with several platforms at once. It is critical, specifically if your company employs a multichannel sales strategy. Integration with different channels can assist you in providing a consistent client experience.
Simple Onboarding & Easy-to-Use
Simple onboarding and easy-to-use tools are required because no matter how tech-savvy you are or how simple the user interface is, you will get stuck at some point when using the software. To avoid this, select a live chatting software that includes video lessons, a how-to guide, a training course, and a support center.
Mobile support at any time and from any location
Even today, not all live chat solutions are smartphone-friendly. That’s why you should seek live chat software that not only works well on mobile or PC browsers but also has a mobile application. It will make it easy for your operators to assist visitors or begin a discussion with them at any time and from any location.
Improve Support Experience with Advanced Features
Proactive chat, chat monitoring, prepared replies, delivery status, chat routing, chat transcripts, pre-chat form, chat history, initiating popup, and more features are available as default functions of website live chat services. However, as your use of live chat increases in the customer support area, you will require more complex functionality. Announcements, ChatBot, Callback, White-label, Automatic greetings, Operator selection, Automatic routing, Archive, and more features are available.
Self-Hosted v/s Cloud-Based
Depending on your company requirements, you may select between self-hosted and cloud-based software. A self-hosted live chat tool will operate on the company’s technological infrastructure. But, it lacks many other aspects. A cloud-based live chat software, on the other hand, will keep you up to date, provide you flexibility, eliminate infrastructure expenditures, and provide the highest level of security.
Value for Money
The final feature that you should consider while looking for the best live chat software and app is Price. It would be a shame to waste your money on software that is below average. As a result, you should select a product that meets all of your requirements and comes at a reasonable price.
What is the difference between live chat and help desk software?
A live chat system allows customer support personnel to interact with customers in actual time to answer their questions. Every conversation that takes place in live chat takes place via the internet. Many businesses and e-commerce sites have lately started to use live chat on their websites, allowing customers to initiate a conversation.
Customers contact the helpdesk by email, phone call, or social media comments, and these emails, calls, and messages are first kept as “tickets” in the helpdesk. When an employee answers an inquiry or resolves a problem, these tickets are marked as resolved. Simply said, a helpdesk is a system for tracking queries and addressing them within a set amount of time.
What is the difference between Chatbot v/s Live Chat?
The difference between Live chat and Chatbot is quite simple.
Live chat is a kind of digital communication that allows companies to converse with customers in real-time. With a chat widget installed on the website, customers can immediately contact a representative and get immediate answers. Plus, no matter how big the company is, a live chat is handled by a human.
On the other hand, Chatbots are handled by machines and in some cases using Artificial Intelligence. It’s a sort of chat interface that imitates human interaction while dealing with customers. A chatbot communicates with humans, generates leads, and collects customer data.
FAQs About Live Chat Software & App
What is the best live chat software to use?
The best live chat software is the one that includes all the necessary features and delivers you the best outcomes. All the live chatting tools we have mentioned in this list are the best alternatives available in the market. Hence, you can feel free to choose any of these tools to fulfill your business customer support needs.
How much does live chat software cost?
Live chat software can range in cost from $15 to $1200 per month, depending on the services it offers. You may also use a free live chat tool, but you will not have access to the software’s complete capabilities, and it may operate poorly.
Why is it necessary to use live chat?
As more businesses go online, live chat is the best method to interact with numerous clients internationally and provide them with the finest help as quickly as possible. Also, it is easy, efficient, and enhances the client experience.
Do people prefer live chat software?
Live chat has emerged as a popular means of contacting customer service. Over 46% of individuals prefer live chat, compared to 29% who prefer email and 16% who prefer social media.
We hope that now you can find the best live chat software & app for your business after reading this post.
Live chat software has become a vital tool for internet businesses; with its present popularity among Millennials, it has shown to be a dependable and quicker form of customer assistance. Around 20% of millennials use live chat software. Unless you want to be left behind, you should start using Live chat software as well.
Furthermore, with the current shift in business to the internet, live chat software is the best solution for fulfilling rising consumer requirements.