Live Chat Software
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Intercom is an AI-first customer service platform that enhances the customer experience and improves operational efficiency, built on a single AI system with three major components: AI Agent, AI Copilot and AI Analyst (coming soon) to deliver customer service.
A solution to engage customers with smarter conversations on any channel, designed so support, marketing, sales, and even bots to have conversations at scale with customers.
Genesys Cloud CX (formerly PureCloud, Genesys Cloud) is a contact center application optimized for automatic call distribution, interactive voice response, email, social media, chat, and text/SMS. It is also a VoIP interconnect service provider.
Birdeye is a reputation management and digital customer experience platform for local brands and multi-location businesses. Birdeye’s AI-powered platform is used by brands to engage with customers, drive loyalty, and excel in local markets.
LiveChat serves as a customer service platform with live chat support, help desk and web analytics functionalities, with the goal of allowing users to provide 24/7 support to customers.
The core feature of the software is its chat tool, where both service and sales team can answer customers' questions in real time. Online businesses can interact with customers on their website, to be more accessible. With LiveChat, users can identify people on the website and engage them using proactive chats. U…
Gist is a unified marketing, sales, and support platform. It includes live chat, a help desk, knowledge base, email marketing, marketing automation, opt-in forms, and more.
Qualified is a conversational sales and marketing platform for Salesforce, which, starting with chatbots and live chat, includes advanced routing and omnichannel alerts, so users can prompt sales reps to take immediate action with their named accounts.
SnapEngage can be installed on any website and is designed for companies of any size. Sales and Support teams can chat with company website visitors while they browse and offer assistance in real time. This solution includes a "Call Me" feature to incorporate voice and text communication…
LiveAgent is a help desk software designed to help users bring personalization to customer interactions.
LiveAgent presents an omnichannel universal inbox, real-time live chat, built-in call center, and a customer service portal. It offers customer segmentation, automation, built-in CRM, and an analytics package, as well as gamification features, ult…
Zoho SalesIQ is an AI-powered live chat and analytics platform that promotes proactive customer engagement. It offers sales, marketing, and support teams a tool, with features to communicate with visitors throughout the customer lifecycle.
Zoho SalesIQ can be used by businesses of all…
Click2Magic helps businesses of all forms and sizes engage their website visitors with its live chat facility. Not just only live chat, but it also allows business owners to assess qualified leads and helps them convert into the potential customer base. This real-time customer engaging…
Smith.ai Live Website Chat is presented by the vendor as a fast & friendly way to capture, screen & convert website leads. The Smith.ai live chat agents answer questions, screen leads & schedule appointments 24/7. Custom AI chatbots can assist with screening basic questions…
Zendesk Chat (formerly Zopim) is a live chat tool developed by the Singaporean company also called Zopim, acquired by Zendesk in April 2014.
JivoChat is a combined live chat, VoIP, and business messenging service that integrates with email, Facebook, or other tools via API to provide a means to conduct omnichannel communication with customers.
All-in-one software for better customer communication
HelpCrunch toolset includes:
- Live chat
- Email marketing automation
- Simple Helpdesk
Acquire, convert more…
Provide Support has been a live chat and website monitoring software provider since 2003. The vendor says more than 30000 customers use their live help software globally. The vendor also says they are serving businesses and organizations from a variety of industries such as E-Commerce,…
A platform that allows multiple agents from a sales team or customer care te…
The Engage Live Sales Dashboard is an HTML5, browser-based interface that enables users to log into and initiate real-time sales with their web-based visitors, prospects, customers and partners. From this central location users can share their availability (online status), manage…
KLoBot: A legal chatbot builder software powered by Artificial intelligence with Machine Learning capabilities
KLoBot is a DIY Bot Builder Platform that allows organizations to create text+voic…
Dixa, headquartered in Copenhagen, offers their VoIP and call center software, featuring browser based phone, email, and live chat, intelligent skill-based call routing and other agent management tools, queue management and prioritization, and other features designed to provide scalable…
Willdesk by Channelwill unifies channels and stores in one view. It is a Shopify helpdesk and live chat app, featuring chatbots, FAQ pages, and order tracking management, and is used to simplify customer service. Users can combine live chat, email, Facebook Messenger, and Instagram…
Comm100 is a global provider of omnichannel communication software for ed…
Olark is a website live chat tool for engaging website visitors while they browse. It can be used to to track leads, drive sales, provide support.
Learn More About Live Chat Software
What is Live Chat Software?
Live Chat Software allows website operators to interact directly with visitors on their websites in real-time, typically through some combination of instant messaging/chat, video, and survey forms. With live chat software maintaining the spotlight, many live chat vendors are also branching into “webchat” which can take live chat conversations into other modes of communication, namely SMS/text messaging. This is a great development for organizations looking to work with only one vendor to manage both website chat and text-based chat.
The two major use cases for these tools are sales qualification and customer support. The majority of leading live chat software functions both as live chat for lead generation and live chat support software.
At minimum, live chat software should include the following capabilities:Live Chat Software Features & Capabilities
- Real-time messaging
- Canned responses and greetings
- Notifications
- Chat transfer
- Ticket forms
- Chat history and transcripts
- Customization tools for branding, agent profiles, languages, etc.
- Chat reports
- Encrypted messaging
- Access restriction
- Visitor banning
- Single sign-on
- Compliance
More advanced features include:
- Pre-built AI bots to handle conversations without a human agent
- Customized AI bots for the same purpose
- Intuitive FAQs
- Unified inboxes
- Integrations with scheduling and client management applications like Freshdesk, Google Calendar, Zapier, etc.
- iOS and Android versions
Live Chat Software Key Use Cases: Sales & Support
Using live chat software, salespeople can answer prospects' questions or initiate a consultative conversation--at a key point in the buyer's journey, when the prospect is already engaged with the website or free trial (for online software products). They can also collect the prospect's contact information to follow up based on the prospect's readiness/likelihood to buy, for example trying to set up a call vs. entering them into a marketing nurture drip sequence.
Used by support or customer success teams, live chat software allows customers who have questions or problems to connect with an individual agent and receive a response in real-time, without having to call in and navigate an automated phone tree or submit a support ticket. (Although sometimes the agent on the other end of the live chat will end up submitting a support ticket for them.)
Like social customer service tools, proponents of live chat support consider it to be a better customer service experience, because recognition is immediate, there's a personal connection, and help can be delivered in context of the website or application. Also, issues addressed via IM are kept more informal than filing a help desk ticket, and more discreet than a social support case.
Live chat point solutions for the support use case are lighter-weight and easier to implement than a full help desk, but using an integrated live chat/help desk solution has its advantages, since the customer interaction history can be stored in one unified record, and tickets can be created/routed directly from the chat interface.
Live Chat Software Comparison
To compare different live chat tools, consider these factors for each product offering:
- Automation: This will not be applicable for all use cases, but you should determine whether the live chat software you are considering supports automated messages or not, should you choose to utilize them. Automated messaging can save your agents time and route people to the appropriate resources to keep your support team and sales agents from handling requests that do not need human assistance.
- Integrations: Choose live chat software that integrates with your existing sales engagement and CRM tools. Do not assume that any given live chat platform supports the other tools you'd like to import data into. This is likely one of the most important factors to consider. If a tool doesn't already have an integration designed for the tools you'd like, it should at least give you the option to set one up.
- Security: Users often share personal information via live chat programs, so invest in tools that are transparent about the security features of their software. You also want to make sure that it complies with both your local and international cybersecurity regulations.
Start a Live Chat software comparison
Pricing
Unlike a lot of SaaS tools, live chat software options do not proliferate free versions. However, a few tools like Gist and Freshchat feature totally free starter options. You can expect pricing tiers to be differentiated by the size of your contact list and the number of account managers. Paid plans can start as low as $16/mo with enterprise plans starting at $79/mo on the lower end. Enterprises looking into live chat software should keep in mind that many live chat vendors do not offer pre-designed plans for larger organizations and require that you reach out to them for a quote and estimate of what your account may actually cost.
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Frequently Asked Questions
What is live chat software?
How much is live chat software?
While most live chat software is only available as paid plans, Gist and Freshchat have free versions available. Enterprises will get the most out of paid plans, as free plans do not typically support advanced features that the nature of their operations require.
Paid plans can start as low as $16/mo to as high as $100/mo. This pricing is usually by number of "seats", or agents you would like to have utilizing the software at any given time. So be mindful of your team size when budgeting for live chat software.