23 Best Live Chat Software Solutions You Should Be Using

By giosg.com, on 14 October, 2021

Do you need a live chat software solution to boost your sales, marketing, and customer support?

Best Live chat software solution

You’ve come to the right place. 

Providing customer support in real-time is the need of the hour. It plays a major role in lead capture. In fact, customers prefer this mode of communication with brands. However, somehow nearly 1 in 5 live chats are still ignored and not answered, resulting in poor customer experience.

live chat support statistics

Image via SuperOffice

This is why it’s critical that you leverage a reliable live chat software solution to provide your customers with a great live chat experience.

That’s where we come in to help.

In this post, we’ll discover the best live chat software solutions that you can use—both free and paid.

So, let’s dive in.

Live Chat Software Solutions You Must Use

  1. Giosg
    Key Features
    Pros
    Cons
    Usability
    Tool Level
    Price
  1. Acquire
    Key Features
    Pros
    Cons
    Usability
    Tool Level
    Price
  1. MyLiveChat
    Key Features
    Pros
    Cons
    Usability
    Tool Level
    Price
  1. Tidio
    Key Features
    Pros
    Cons
    Usability
    Tool Level
    Price
  1. Zoho SalesIQ
    Key Features
    Pros
    Cons
    Usability
    Tool Level
    Price
  1. LiveAgent
    Key Features
    Pros
    Cons
    Usability
    Tool Level
    Price
  1. HubSpot Live Chat
    Key Features
    Pros
    Cons
    Usability
    Tool Level
    Price
  1. Pure Chat
    Key Features
    Pros
    Cons
    Usability
    Tool Level
    Price
  1. Chaport
    Key Features
    Pros
    Cons
    Usability
    Tool Level
    Price
  1. Chatra
    Key Features
    Pros
    Cons
    Usability
    Tool Level
    Price
  1. tawk.to
    Key Features
    Pros
    Cons
    Usability
    Tool Level
    Price
  1. Birdeye
    Key Features
    Pros
    Cons
    Usability
    Tool Level
    Price
  1. Nextiva
    Key Features
    Pros
    Cons
    Usability
    Tool Level
    Price
  1. Smartsupp
    Key Features
    Pros
    Cons
    Usability
    Tool Level
    Price
  1. Helpshift
    Key Features
    Pros
    Cons
    Usability
    Tool Level
    Price
  1. Podium Webchat
    Key Features
    Pros
    Cons
    Usability
    Tool Level
    Price
  1. Freshdesk Messaging
    Key Features
    Pros
    Cons
    Usability
    Tool Level
    Price
  1. Userlike
    Key Features
    Pros
    Cons
    Usability
    Tool Level
    Price
  1. Alive5
    Key Features
    Pros
    Cons
    Usability
    Tool Level
    Price
  1. Kayako
    Key Features
    Pros
    Cons
    Usability
    Tool Level
    Price
  1. Crisp
    Key Features
    Pros
    Cons
    Usability
    Tool Level
    Price
  1. ClickDesk
    Key Features
    Pros
    Cons
    Usability
    Tool Level
    Price
  1. JivoChat
    Key Features
    Pros
    Cons
    Usability
    Tool Level
    Price

FAQs

Final Thoughts

Live Chat Software Solutions You Must Use

Let’s face it—there are numerous live chat software solutions available on the market. 

But which ones are the best?

Check them out below.

1. Giosg 

Giosg Live Chat Hero Image

Image via giosg

Giosg provides one of the finest live chat software solutions out there. 

We can say that because, one, we know the hard work our developers have put into it, and two, we use it religiously on our own site.

Using giosg live chat, you can start pushing your leads down your sales funnel smoothly.

How you might ask?

You can answer their questions in real-time and ensure that you meet their expectations and improve their experience, as a result.

And the best part about giosg?

It provides over 30 targeting rules to ensure that you’re able to engage with the visitors at the right time.

Key Features

  • Voice and video call integration
  • Numerous targeting options
  • Shopping cart integration for upselling and cross-selling
  • Multiple conversation channels 

Pros

  • Can have more than 7 simultaneous chats
  • Easy to boost your average order value through cart integration
  • Automatic call routing to your sales executives
  • Targeting options work very well
  • Can use on both desktop and mobile 
  • Able to use on WhatsApp and Messenger as well

Cons

  • A multitude of features means that there could be some learning curve

Usability

Easy to use

Tool Level

Beginner/Intermediate/Expert

Price

Free demo available

Starter: Starts at €49 per month

Growth: Starts at €149 per month

Performance: Starts at €399 per month

Enterprise: Custom

Pro Tip: You can leverage the built-in analytics tool to derive insights from your conversations in real-time. 

2. Acquire 

Acquire Live Chat Hero Image

Image via Acquire

Acquire is among the best live chat software solutions for businesses to stay in touch with their audience and service their customers.

Using it, you can seamlessly communicate with all your customers and visitors in real-time and solve their problems. 

And what makes it special?

You can target your chats to specific segments using it for better conversational marketing

Key Features

  • Complete customization to match brand colours and look
  • Easy integration with numerous other apps
  • Ability to make voice and video calls
  • Automatic translation into 100+ languages 

Pros

  • Can co-browse and screen-share with ease
  • Ability to view customer history quickly
  • Chat routing is a smooth sail
  • Detailed analytics to measure the engagement, identify demographics, and more

Cons

  • Not transparent with pricing

Usability

Easy to use

Tool Level

Beginner/Intermediate

Price

Teams: Contact team 

Professional: Contact team

Enterprise: Contact team

Pro Tip: You can mask sensitive information that’s collected through the live chat and communicate it in an encrypted format.

3. MyLiveChat 

MyLiveChat Hero Image

Image via MyLiveChat

If you’re looking to connect with your customers in real-time then you’ve got to leverage MyLiveChat. 

This live chat software solution lets you engage your website visitors at scale by having one-to-one conversations with them.

And the best part about MyLiveChat?

You only need to add a short HTML code to your website to add the live chat software to it. That’s all, really! 

Key Features

  • Chat customization possible
  • File and picture sharing features
  • iOS and Android chat apps
  • 128 bit SSL encryption for chats

Pros

  • Works across unlimited websites
  • Doesn’t harm page loading speed due to asynchronous loading
  • Greets visitors with personalized automatic greetings
  • Free version is available

Cons

  • Could do with better design of the chat window

Usability

Easy to use

Tool Level

Beginner/Intermediate/Expert

Price

Free plan available

Starter: Starts from €12.82 ($15) per month

Basic: Starts from €24.78 ($29) per month

Corporate: Starts from €50.41 ($59) per month

Enterprise: Starts from €84.59 ($99) per month

Pro Tip: You can leverage the chat analytics features to figure out which agents are performing the best for your business.

4. Tidio

Tidio Live Chat Hero Image

Image via Tidio

Tidio provides one of the most modern and advanced live chat software solutions out there. Using this solution, you can quickly service your customers and address their concerns within minutes.

Like all other live chat software solutions, Tidio too lets you customize your chat box to suit your brand’s colours. 

Additionally, it helps you understand who’s browsing through your website and lets you reach out to them to speed up conversions

And the best part?

You can monitor all the results by leveraging the built-in analytics features and get a detailed insight into the performance of your customer support team and improve their efficiency

Key Features

  • Live chat automation features using AI
  • Track the sources of your traffic
  • Integrate with popular CRMs, Shopify, WordPress, Messenger, and more
  • Mobile live chat app, desktop app, and browser widget

Pros

  • Can communicate with visitors on the move 
  • Free plan available 
  • Automatic messaging for 24x7 customer support
  • See pages visited by the visitor

Cons

  • There’s no way to get in touch with visitors off-site once they’ve left the live chat midway

Usability

Easy to use

Tool Level

Beginner/Intermediate

Price

Free plan available

Communicator: €15 per month

Pro Tip: You can check the live preview of what the visitor is typing to quickly start solving their issue before they even send the message.

5. Zoho SalesIQ

Zoho SalesIQ Hero Image

Image via Zoho SalesIQ

Zoho is one of the finest CRM solutions out there but did you know that it offers a live chat software solution too? By leveraging this software solution, you can seamlessly build stronger relationships with your customers and also give a personal touch to the entire relationship.

And how can you achieve this?

With Zoho SalesIQ, you can greet your visitors on arrival and even answer their questions when they approach you.

Additionally, the live chat software solution also works as a platform through which you can generate leads with ease. 

And guess what?

Using this software, you can converse with your customers both on your website and even through mobile apps. 

You can also send out voice notes to your customers to explain things with relative ease.

Key Features

  • Chat reopening feature for follow-ups
  • Detailed information on the customer before the chat starts
  • Customer profiles are created automatically using data from the internet
  • Features to reach out to website and app visitors for live chat

Pros

  • Automated proactive chat triggers work very well in this software
  • Chat reopening helps improve the customer experience
  • Canned responses and typing previews help speed up replies
  • Audio calling and screen sharing improve the customer service
  • Chatbot platform to put lead generation on autopilot

Cons

  • Embedding live chat into apps would require technical knowledge

Usability

Moderately easy to use

Tool Level

Intermediate/Expert

Price

Free version available for up to 3 operators.

Basic: €7 per operator per month

Professional: €12.75 per operator per month

Enterprise: €20 per operator per month 

Pro Tip: You can monitor the chats of your operators in this software to understand how well they’re performing and accordingly control the quality of your support.

6. LiveAgent

LiveAgent Hero Image

Image via LiveAgent

LiveAgent provides a high-quality live chat software solution that you can leverage to connect with your audience in real-time. 

This software solution comes with powerful features like automation, chat routing, and more. 

In this software, you can also customize your chat window to match your brand’s colours and design. It’s also possible to modify the chat button.

And the best part?

You can integrate it with your website by simply copying and pasting a short HTML. It’s that simple. 

Key Features

  • Voice and video calling features
  • Screensharing capability
  • Proactive chat invitations to contact website visitors
  • Website monitoring feature lets you view customer journey 

Pros

  • Can see a sneak peek of messages customers are typing
  • Multilingual support of the chatbox is very helpful
  • Effective targeting through chat notifications
  • The software is quite affordable

Cons

  • WhatsApp and Instagram integrations aren’t available

Usability

Moderately easy to use

Tool Level

Intermediate/Expert

Price

Ticket+Chat: €24.80 ($29) per month

All-Inclusive: €33.35 ($39) per month

Pro Tip: Your agents can see what the customer is typing to quickly search for the solutions and reduce the time needed to resolve the issue. This can improve the customer experience.

7. HubSpot Live Chat 

HubSpot Live Chat Hero Image

Image via HubSpot

HubSpot is arguably one of the finest CRM solutions and it also offers a live chat software solution.

Using this software, you can quickly connect with your website visitors and get them the information that they need. 

The best part about this live chat software solution is that it lets you route inquiries to the services team, pass leads to salespeople, and even send out targeted messages.

Key Features

  • Customize the chat widget to match your brand’s colours and look
  • Targeted welcome messages for different pages and audience segments
  • Conversations get saved automatically in the inbox
  • Integration with HubSpot chatbot builder

Pros

  • Ability to see all the past conversations to improve them
  • Free Slack integration
  • Easy to converse using the mobile app

Cons

  • Doesn’t offer too many advanced features like audio/video calling, screen sharing, etc.
  • HubSpot branding in free version

Usability

Easy to use

Tool Level

Beginner/Intermediate/Expert

Price

Free version is available. Buy paid versions to remove HubSpot branding.

*Starter: €38.05 ($45) per month

*Professional: €676.48 ($800) per month

*Enterprise: €2705.92 ($3200) per month

*All paid versions include many other tools as well

Pro Tip: You can designate office hours using the software solution to let your site visitors know when you’re available to chat with them.

8. Pure Chat

Pure Chat Hero Image

Image via Pure Chat

Pure Chat provides you with one of the finest ways of adding live chat functionality to your website. With it, you can seamlessly start connecting with your audience in real-time and have meaningful conversations to drive your lead generation and sales. 

The best part about using a live chat software solution like Pure Chat is that you need to only add a code snippet to your website to integrate it.

And that’s not even the best part.

The chat widget is completely customizable. As a result, you can design it to suit the look and feel of your brand and website.

Key Features

  • Mobile apps to manage your business on-the-go
  • Canned responses for quick replies to FAQs
  • Saves all historical transcripts in a single place
  • Chat alerts and email forms for times when you’re not online
  • Access visitor information and location details

Pros

  • Software offers built-in SSL security for secure information transfer
  • Intuitive operator dashboard
  • Pre chat forms for understanding problems quickly
  • Numerous integrations are possible

Cons

  • Doesn’t provide a free version

Usability

Easy to use

Tool Level

Beginner/Intermediate

Price

Growth: €32.98 ($39) per month

PRO: €66.80 ($79) per month

Pro Tip: You can leverage canned responses to answer customer questions quickly and reduce service response time.

9. Chaport

Chaport Hero Image

Image via Chaport

Chaport is one of the finest live chat software solutions for brands that want to engage with their customers and prospects in real-time. It lets you add a live chat widget to your website and helps automate your customer service with the inclusion of chatbots too.

This software solution comes with powerful features like auto-invitations that help you nudge your website visitors for live chat.

And guess what? It gets even better.

You can see exactly what your customers are typing even before they send the message across. This lets you respond to them quickly and solve their problems faster.

Key Features

  • Detailed chat history to analyze your conversations
  • SSL encryption and GDPR compliance
  • Mobile-friendly chat widget 
  • Can customize chat widget and remove Chaport branding

Pros

  • Pre chat forms for understanding problems quickly
  • Numerous integrations
  • Can answer questions coming from Facebook, Telegram, etc.
  • Read receipts are available
  • Free version available

Cons

  • Lacks the option of integrating knowledge base with the live chat

Usability

Fairly easy to use

Tool Level

Intermediate/Expert

Price

Free plan available

Premium: €12.68 ($15) per month per operator

Business: €19.45 ($23) per month per operator

Enterprise: Contact the team

Pro Tip: You can leverage the chatbot to reduce the workload of your customer support team. The chatbots can handle simple queries and direct the complex ones to your support agents hence driving lead generation.

10. Chatra

Chatra Hero Image

Image via Chatra

Chatra brings to you one of the most powerful live chat software solutions available out there. It helps you seamlessly converse with your audience and answer their questions and solve their problems. 

The live chat feature also has a messenger mode that initiates conversations with your visitors even when you’re offline. You can then answer their questions via your email or Chatra’s app at your convenience.

And the best part?

The helpdesk is not just limited to your website. You can also leverage the live chat feature on Facebook Messenger and Instagram.

Key Features

  • Lead capture and intelligent chatbots
  • Targeted messages and triggers to initiate live chat
  • Access to visitor information 
  • Real-time list of website visitors
  • Apps for both Android and iOS

Pros

  • Can get access to complete conversation history for each customer
  • Chat transcripts are emailed to you
  • Read receipts for better engagement
  • File sharing capabilities work well

Cons

  • Free version has limited integrations

Usability

Easy to use

Tool Level

Beginner/Intermediate

Price

Free version available for a single agent

Essential: €12.68 ($15) per agent per month

Pro: €19.45 ($23) per agent per month

Pro Tip: You can integrate Chatra with Google Analytics to get an in-depth look at your chat analytics and optimize your approach towards it.

11. tawk.to

tawk.to Hero Image

Image via tawk.to

Using tawk.to, you can seamlessly converse with your website visitors and monitor them as well. It’s an all-in-one help centre that lets you provide stellar customer service with hardly any effort.

The software is extremely easy to use and you only need to copy and paste a short JavaScript code to your website and the chat widget starts working instantly.

What’s more?

tawk.to also offers detailed analytics that can help you track the progress of your team to improve your customer service. It even provides chat history to review your past conversations. 

Key Features

  • Website visitor monitoring features
  • Translation into 45+ languages for better localization 
  • Apps for iOS and Android to answer chats on the move
  • Canned messaging features for quick responses

Pros

  • Video and voice chat add-on available
  • File transfer capabilities
  • Ability to ban or unban visitors
  • Can message to a group of people
  • Messaging scheduler is very helpful
  • Let’s agents communicate with each other

Cons

  • Dashboard has loads of information and may seem overwhelming to a newbie

Usability

Fairly easy to use

Tool Level

Beginner/Intermediate

Price

Completely free to use

Costs €16.07 ($19) per month to remove tawk.to branding

Pro Tip: You could partner with tawk.to and let them handle all your customer support chats at a minimal cost.

12. Birdeye

Birdeye Hero Image

Image via Birdeye

Wouldn’t it be great if you could harness the dual power of live chat and chatbots with your live chat software solution? This is precisely what Birdeye lets you achieve — and more.

It lets you capture the contact information of your customers right from the word go and this enables you to generate leads quickly and on autopilot too. 

And that’s not even the best part.

What makes this live chat software solution even better is the fact that you can remain connected with your visitors even after they’ve left your website. 

Birdeye routes your messages to their mobile phones so that you can still nurture your leads further towards conversion.

Key Features

  • Chatbot to answer questions instantly
  • Easy customization of the chat widget
  • A different webchat widget for each location
  • Integration with Google Analytics 
  • Managed chatting services available

Pros

  • Works extremely well for local businesses
  • Can schedule appointments directly from live chat
  • Off-site communication functionality works well
  • Pre-chat forms are available

Cons

  • Can be quite pricey to start

Usability

Moderately easy to use

Tool Level

Intermediate/Expert

Price

Professional: €337.39 ($399) per month

Premium: Custom pricing

* All plans come with other tools too.

Pro Tip: You can leverage the offline messaging ability to convert your leads even once they’ve left your website. 

13. Nextiva

Nextiva Hero Image

Image via Nextiva

Nextiva is one of the finest live chat software solutions for businesses that are looking to connect with their audience and customers in real time. 

By leveraging it, you can seamlessly have conversations with your audience and customers and solve their problems to improve their experience. 

Armed with the power of shortcuts, you agents will be able to send answers to the most frequently asked questions within just a few keystrokes. This would ensure that all the messages are sent quickly and without any typos.

And guess what?

Nextiva brings voice, text, and email support all together under a single roof to improve your customer service and experience.

Key Features

  • Ability to put chat to online and offline mode
  • Possible to manage your agents
  • Broadcasting messages to groups for internal chat
  • Detailed chat history 
  • Chat reports with the ability to review the transcript

Pros

  • Ability to monitor website visitors
  • Can monitor agent performance
  • Easy to reference customer conversations
  • Ability to collaborate on specific customer cases

Cons

  • Doesn’t offer a free version

Usability

Moderately easy to use

Tool Level

Intermediate/Expert

Price

Contact the team for pricing.

Pro Tip: You can use the canned responses to quickly reply to your audience and solve their problems.

14. Smartsupp

Smartsupp Hero Image

Image via Smartsupp

If you’re in need of a reliable live chat software solution that always delivers, Smartsupp is the one you should choose. 

This software solution helps you build trust and customer satisfaction by forging deep relationships with them through real time conversations. 

It’s got everything that you’d want from a live chat software solution, really—easy file sharing, automated chatbot, and even emojis.

And guess what?

It supports multi-channel messaging. This means you can respond to live chats, emails, and Facebook messages all from a single spot.

Key Features

  • Detailed statistics to measure customer satisfaction and your performance
  • Visitor monitoring features to check what they’re browsing
  • All-in-one messaging inbox
  • Video recordings showing the movement of each visitor on your website

Pros

  • API and numerous integrations for ecommerce platforms
  • Easy customization of the chat widget
  • Ability to add a photo of the support agent

Cons

  • Limited conversation history in the free version

Usability

Fairly easy to use

Tool Level

Beginner/Intermediate

Price

Free plan available

Standard: €12.68 ($15) per month for 3 agents

Pro: €60.88 ($72) per month for 3 agents

Pro Tip: You can share product photos and other files with your audience through live chat to communicate more effectively.

15. Helpshift

Helpshift Hero Image

Image via Helpshift

If you’re looking for live chat software solutions for both web and mobile apps, Helpshift is the one you need. 

This software solution is particularly important for mobile support as it was developed as a mobile-first customer service software solution. 

Through this software, you can seamlessly serve your mobile app users through in-app live chat. Additionally, you could choose to incorporate chatbots to automatically resolve the simple queries and leave the more complex ones for your agents.

Key Features

  • In-app messaging support
  • Web live chat features
  • Ability to use chatbots and automation
  • Self-service features to empower your customers

Pros

  • Plethora of customer support options like self-service and chatbots reduce load on live chat agents
  • Automation with chatbots works well
  • Mobile-first approach for in-app support is great

Cons

  • Pricing increases with the number of interactions

Usability

Moderately easy to use

Tool Level

Intermediate/Expert

Price

Starter plan of the software solution begins from €126.84 ($150) per month

For full pricing information, get in touch with their team.

Pro Tip: You can leverage intent-based routing to seamlessly handle the customer service queries from your customers. 

16. Podium Webchat

Podium Webchat Hero Image

Image via Podium

Podium Webchat provides you with a great way of getting in touch with your customers in real time. It’s also a powerful lead generation tool that lets you capture their contact information when they’re on your website. 

And the best part?

It helps you do so with ease. All you need to do is get them to have a conversation with you and you’ll have your leads.

What makes this software even better is that it doesn’t restrict you solely to live chat. In fact, even after they leave your website, you can still keep the conversation going with them.

And guess what?

You can even ask customers for their feedback, reviews, and even launch campaigns through live chat.

Key Features

  • Seamless modification of chat box to fit brand colours
  • Google Analytics integration for better performance tracking
  • Business location transfers are possible
  • Daily emails to keep you updated with lead generation efforts

Pros

  • Great autoresponder for generating leads on autopilot
  • Smart responses for basic questions 
  • Employee leaderboard for tracking their performance
  • Can process payments through chat

Cons

  • Podium Starter is only available in the US and Canada

Usability

Easy to use

Tool Level

Beginner/Intermediate

Price

Free version of this software (Podium Starter) is available

Get in touch with their team for the paid plans.

Pro Tip: You can share offers and discounts with your customers through live chat to drive more revenue and sales.

17. Freshdesk Messaging

Freshdesk Messaging Hero Image

Image via Freshdesk Messaging

Freshdesk Messaging, formerly known as Freshchat, is a great software solution through which you can connect with your customers on the channels that they love.

Which are these channels, you ask?

You can seamlessly chat with your customers on websites, apps, WhatsApp, Facebook Messenger, iMessage, LINE, and so many other platforms. The idea is to reach the customers where they are. 

And guess what?

You don’t even need to restrict yourself to using live chat. Instead, you could also build and deploy chatbots for customer service. 

These chatbots can take care of repetitive tasks and reduce the pressure on your support team. They can escalate the more complex questions to them instead.

Key Features

  • Common inbox for all messages from multiple channels
  • AI-powered chatbots with transactional and informational capabilities
  • Ability to track customer movement on your website 
  • Send assistance messages before customers approach you

Pros

  • Rich APIs for custom integration, workflows, and more
  • Can automate customer service with chatbots
  • Ability to respond to all messages from a single inbox
  • Proactive messaging for campaigns is possible too

Cons

  • No free sessions with chatbots are available in the free plan

Usability

Easy to use

Tool Level

Beginner/Intermediate

Price

Free version of this software solution is available (for up to 100 agents).

Growth: €12.70 ($15) per month per agent

Pro: €33.02 ($39) per month per agent

Enterprise: €58.41 ($69) per month per agent

Pro Tip: You can leverage the co-browsing capabilities offered by this software to help your customers solve the most complex issues.

18. Userlike

Userlike Hero Image

Image via Userlike

Userlike is an all-in-one customer support solution that provides both live chat and chatbots. Through it, your customers can get in touch with you for any questions that they have and you can answer all their queries from a single inbox. 

The best part about this live chat software solution is that you can use it on multiple messaging apps like WhatsApp, Facebook Messenger, Telegram, website, and even SMS. This ensures that you’re always in touch with your customers even when they’re not on your website. 

What’s more?

The software also guarantees data privacy and complies with GDPR so that you can collect and store the data of your customers without any worries. 

And the best part?

This software solution also provides an option for Operator Groups. This lets the customers select which department they want to talk to with a few clicks.

Key Features

  • Easily accessible support button
  • Conversation forwarding features for intra-department communication
  • Possible to showcase the operator’s expertise
  • Sticky chat for picking up conversations where they had paused

Pros

  • Helps create smart customer profiles to understand who’s your customer
  • Numerous integrations with CRMs and messaging tools
  • Ability to rate chats and give feedback
  • Pre and post-chat surveys for better customer satisfaction
  • Video calling and screen sharing capabilities
  • On-page guidance with URLs

Cons

  • Free version offers very limited features and seats.

Usability

Easy to use

Tool Level

Beginner

Price

Free version is available.

Team: €76.19 ($90) per month

Corporate: €245.50 ($290) per month

Business: €609.52 ($720) per month

Pro Tip: For better customer service for customers speaking other languages, Userlike offers live translation as well. This helps the users understand your replies better in their own languages.

19. Alive5

Alive5 Hero Image

Image via Alive5

Alive5 makes it possible for your brand to have multi-channel conversations with your customers in real time. It lets you get in touch with them through website live chat, SMS, and Facebook Messenger.

And the best part?

You can get all of these messages under a single roof — a team inbox that’s connected to your CRM.

This means that you’ll seamlessly be able to generate leads and save them in your CRM for nurturing.

It doesn’t even end there.

Using this software solution, you can share files, videos, text, and even categorize the conversations to deliver the best live chat experience possible.

Finally, it’s got a 24/7 lead qualification chatbot that you can use to put your lead generation on autopilot.

Key Features

  • Widget branding capabilities
  • Short URLs to initiate new chats from anywhere
  • Skill-based routing features to select the right agent
  • Offline messaging capabilities to capture leads all the time

Pros

  • Can create different segments or teams to respond to chats
  • Detailed chat history of each customer to pick up where you left off 
  • Mobile and desktop apps for easy chatting
  • Canned responses work very well to speed up responses
  • Detailed analytics help with improved ROI measurement

Cons

  • Pricing information isn’t readily available

Usability

Moderately easy to use

Tool Level

Intermediate/Expert

Price

Free demo available.

Contact the team for pricing details.

Pro Tip: You can categorize each conversation in this software with tags and monitor the efficiency and effectiveness of your customer support team and individual agents.

20. Kayako

Kayako Hero Image

Image via Kayako

Kayako is an all-in-one help desk software solution that provides you with live chat capabilities and also connects you with your audience on Facebook, email, and Twitter.

Using this integrated help desk software, you can quickly address all the issues faced by your audience and customers through a single dashboard.

What makes this live chat software solution even better is that it can be integrated with your website and mobile applications both. 

In addition, it offers offline functionality where the customers can initiate chats with your brand even when you’re offline.

And the best part?

If your customer drops off from the conversation midway, this software sends them a follow-up email from where they can continue the conversation. This way, you’ll be able to nurture your leads without losing them.

Key Features

  • Ability to resume conversations where they had paused
  • Branding and customization of the chatbox
  • A dedicated home screen to deflect questions to support material before reaching customer service agents
  • Proactive live chat with conditional outreach
  • Detailed customer profiles

Pros

  • Can see what the customer is doing in real time to personalize conversations
  • SingleView helps give a detailed overview of the customer journey
  • Collaborative interface for the entire team
  • Automated conversation transfer capability is great
  • Team analytics and customer satisfaction rates give a good insight into the team’s performance 

Cons

  • Numerous features mean you might need some time to get used to them
  • High starting price point

Usability

Moderately easy to use

Tool Level

Intermediate/Expert

Price

Free trial available.

Inbox: €12.70 ($15) per agent per month

Growth: €25.41 ($30) per agent per month

Scale: €50.82 ($60) per agent per month

Pro Tip: To extend the functionality of the live chat software solution, you can leverage its 700+ integrations through Zapier.

21. Crisp

Crisp Hero Image

Image via Crisp

Crisp is a multi-channel messaging software solution that lets you communicate with your customers in real time. Its live chat software solution has got everything that you’d need to boost your customer experience. 

Its unified inbox ensures that you can stay on top of your messages from every channel possible. This also means that you can communicate with multiple users at once. 

And guess what?

You can also send out automated proactive customer service messages to get your customers to start chatting with your reps. This, in turn, improves the chances of conversions as all their questions will be answered quickly.

Key Features

  • Customization of the live chat widget
  • Language and position customization for the widget
  • Shared inbox for Facebook Messenger, Email, Twilio, LINE, WhatsApp, etc.
  • Real-time message translation feature
  • Video and audio call capabilities

Pros

  • Co-browsing works well to improve customer experience
  • Free version available for up to 2 agents
  • Easy to integrate the widget with the website
  • Video and voice calls work without plugins

Cons

  • No way to separate conversations when chatting with the same customer in different sessions

Usability

Easy to use

Tool Level

Beginner/Intermediate

Price

Free plan available

Pro: €21.25 ($25) per month per website

Unlimited: €80.75 ($95) per month per website

Pro Tip: You can communicate with your customers without any language barriers through the translation feature offered by this software. 

22. ClickDesk

ClickDesk Hero Image

Image via ClickDesk

ClickDesk is yet another live chat software solution that can help you connect with your visitors in real-time. 

Apart from the regular text chat option, this software also lets you talk to them through voice and video calls. What makes these calls even more attractive is that no plugin installation is required.

What’s more?

This software solution also offers a mobile app through which you can manage your chats while you’re on the move. 

And guess what?

Your help desk is directly integrated with the live chat software solution. This way, you can remain on top of your issues all the time.

Key Features

  • One-click integration with numerous apps and plugins
  • Social media integration with Facebook and Twitter
  • Reporting and analytics for better business decisions
  • This software features an all-in-one messaging and calling inbox

Pros

  • Agent monitoring and performance stats help improve productivity
  • Offline acceptance of support tickets
  • Canned responses help close support queries fast
  • Collaboration on each support request is possible
  • Ticket automation options are available
  • Powerful ticket searching feature 

Cons

  • The free plan offers only up to 25 support tickets 

Usability

Fairly easy to use

Tool Level

Beginner/Intermediate

Price

Free plan available

Lite: €12.73 $14.99 per month per agent

Pro: €21.22 $24.99 per month per agent

Enterprise: €33.95 $39.99 per month per agent

Pro Tip: You can find out all about your visitors through this software and even see their location on an interactive map to understand them better. 

23. JivoChat

JivoChat Hero Image

Image via JivoChat

JivoChat is a live chat software solution that lets you talk with your customers through live chat, phone, social media, and email. The best part about this software solution is that it works on every modern OS, browser, and mobile device, hence providing excellent reach. 

In addition, this software solution is customizable in 20 languages. This is especially helpful for brands that are operating in multiple countries. 

What’s more?

You can also leverage proactive chat invitations to greet your visitors and chat with them to drive your lead generation and conversion efforts. 

The all-in-one inbox also ensures that your agents can remain on top of all queries 

Key Features

  • Canned responses for faster answers
  • Message sneak-peek while the customer is typing
  • Translation into 90+ languages
  • Detailed information on website visitors including location
  • Video calling functionality

Pros

  • Works smoothly on mobiles and all browsers
  • Callback feature is a great addition
  • Possible to incorporate a chatbot to save your agents’ time
  • JivoChat CRM for storing customer information with ease
  • Instagram integration is a welcome addition

Cons

  • There can be a slight learning curve due to the advanced features offered

Usability

Moderately easy to use

Tool Level

Intermediate/Expert

Price

Basic version is available for free.

Professional version: $19 per month per agent

Pro Tip: Using JivoChat, your customer support team can also communicate among themselves and collaborate better. 

FAQs

  1. Which live chat software is best?

The best live chat software solutions out there are:

  1. Giosg
  2. Acquire
  3. MyLiveChat
  4. Tidio
  5. Zoho
  6. LiveAgent
  7. HubSpot Live Chat
  8. Pure Chat
  9. Chaport
  10. Chatra
  11. tawk.to
  1. Who has the best chat support?

Giosg offers the best chat support for your website. Using this live chat software solution, you can seamlessly communicate with your customers in real-time. You can integrate it with your website by simply copying and pasting a short code.

What makes it stand out from the others is that it offers both voice and video call support. Additionally, you can upsell and cross-sell your products using its shopping cart integration. This makes its chat support great for ecommerce stores.

  1. Which is the most popular chat software?

The most popular chat software solutions out there are:

  1. Giosg
  2. Kayako
  3. tawk.to
  4. Birdeye
  5. Helpshift
  6. Smartsupp
  7. Freshdesk Messaging
  8. Podium Webchat
  9. HubSpot Live Chat
  10. Zoho SalesIQ
  1. What are the features you should check in a live chat software solution?

Some of the most important features that you should look out for when you’re purchasing a live chat software solution are:

  • Ease of integration
  • Voice, video, or screen sharing features
  • Customizations
  • Integrations 
  • Canned responses
  • Chatbot compatibility
  • Ability to resume conversations
  • Mobile and desktop apps
  • Number of platforms supported 
  • Chat analytics
  1. What is live chat customer service?

Live chat customer service is a mode through which you can solve your customers’ queries in real time. Through it, you can talk with your customers through text and ensure the highest level of customer satisfaction.

While your customers have the option to reach out to you through live chat, you could also reach them while they’re browsing on your website or app. This lets you drive your lead generation and conversions too.

  1. Why do customers prefer live chat?

Live chat is the preferred mode of customer service for nearly 41% of consumers, which is higher than both telephone and email support. The reason for this is that live chat support allows you to reply to the customers’ questions in real-time.

Additionally, live chat software solutions also offer advanced features like screen sharing, voice, and video calling. These features mean that customers can get superior service from your brand in real-time as compared to other modes of service.

  1. Why do you need a live chat?

Live chat plays an important role in helping you improve your service and boost customer satisfaction. Some of the reasons why you should use it are:

  • Customers prefer real-time support through live chat
  • Helps boost your lead generation 
  • Drives conversions
  • Allows you to connect with customers
  • Speeds up problem resolution process
  • Great tool for multitasking
  1. What is a live chat widget?

A live chat widget is a window that appears on your website that lets your visitors converse with your customer support team in real time. This widget also appears on social media websites and you could also integrate it with your mobile app to offer live chat support.

  1. How do I create a live chat app?

To create your live chat app, you can follow the below steps:

  1. Select a live chat software solution
  2. Customize your live chat widget
  3. Insert the live chat widget’s code on your website/app
  4. Link the live chat widget with other supported platforms

Final Thoughts

Live chat is an essential part of any marketing strategy, especially if you own an eCommerce store. It helps you connect with your customers directly and through it, you can solve their problems and even promote your products and services.

This, in turn, can play a major role in boosting your lead generation and conversion rates. The improved customer satisfaction through real-time support also means that you may get many repeat customers.

If you’re looking for a reliable live chat software solution, you could opt for giosg. It’s got numerous powerful features that let you communicate with your customers through voice and video calls. Additionally, it offers cross-selling and upselling features too.

So, what are you waiting for? Request a free demo of giosg’s live chat software solution and change the way you provide customer support.

Topics: Live Chat, Customer experience