Did you know that 49% of businesses who used live chat software saw an increase in their conversion rates within two years of implementation?
Furthermore, 30% of businesses who used it for less than a year claim to have seen a 5-10% increase in revenue due to their live chat software. These statistics highlight the growing importance of live chat for businesses.
It helps customers get immediate responses to their queries. And, business owners can integrate their CRM databases with their live chat software to understand customer behavior. This, in turn, can help them make smarter business decisions. Overall, it’s a win-win situation.
How Do Live Chat Software Programs Work?
In simple terms, live chat is a window that shows up on your site and displays some text. Using that window, your site visitors can ask you questions. In return, your agent can respond to them through the live chat widget.
It’s very similar to a messaging app. However, it will only work when one of your agents is online. When your agents are not visible, you can choose to hide the widget.
Alternatively, you can also turn it into a contact form. Using such forms, your visitors can get in touch with you via emails.
Your live chat software solution will have two different views — one for the users and another one for your agents. Through the agent view, you can keep track of who is on your website.
Your agents can also approach them or greet them using a live chat platform. Some live chat platforms allow you to initiate chats based on a user’s website behavior.
Clearly, this is advanced technology. However, installing a live chat solution isn’t as complicated as you might think.
Basically, you just need to copy some code and add it to your site. Even if you aren’t a pro at coding or tech, it’s easy to install.
Best Live Chat Software Solutions
If you still haven’t leveraged live chat software, it’s time to jump in. After all, you want to get an edge over your competitors. To help you make an informed decision, I’ve compiled a list of the best live chat software that you should check out.
With a clientele of more than 27,000 companies across 150 countries, LiveChat is clearly very popular. It’s biggest strength lies in its simplicity.
It’s clean, clutter-free, and easy-to-use. You can seamlessly integrate it with more than 130 tools, including Shopify, WordPress, MailChimp, and others. So, you can chat with your potential customers while adding their details to your CRM software from the same platform.
Their prices start from $16 per seat per month and can go up to $50, depending on the features offered.
Image via LiveChat
Olark is for those who want to leverage data to understand customer behavior. It allows you to engage and identify with the leads that seem the most promising.
This live chat software provides features like custom pre-chat surveys, live chat transcripts, automated messaging, visitor insights, and detailed reports.
Another interesting feature of Olark is that it allows you to tweak the look of your live chat box to match your brand colors. Their plans start from $12 and go up to $17 per agent per month.
Image via Olark
Want to add an element of fun in your live chats? Use emojis and GIFs.
Intercom’s modern live chat is aimed at sparking conversations that can help you connect with your target audience while keeping it light. It allows you to customize the live chat and also configure different settings for the web, Android, and iOS.
This software solution allows you to route customer queries to the concerned representatives. Using its Custom Bots add-on, you can easily identify leads, route them, and answer queries round the clock.
The pricing for this live chat software is on the higher end. Starting from $87, the price can go above $150 per month depending on the plan you choose.
Image via Intercom
If providing live chat support is your ultimate goal, Kayako is the best way to go about it. You can easily add a live chat feature to your mobile app, website, or help center.
Even when your team is offline, Kayako allows customers to send their queries. On the other hand, if the customer steps away and misses your message, this software automatically sends them an email so you can continue the conversation.
Their plans range from $15 to $60 per agent per month.
Image via Kayako
Live chat is all about extending immediate customer service. Sometimes, chatting over text may not be enough. In such times, Acquire’s video and voice call functions come in handy. It can do wonders to improve the quality of your conversions with customers.
Acquire’s basic monthly package starts at $40 per month. They also have a separate plan for enterprises which comes with many extra features like a support bot, video recording, smart suggestions, and more.
Image via Acquire
LiveHelpNow aims to make customer support simpler with their Live Chat services, FAQ dashboard, SMS support, and other seamlessly integrated tools.
The best part is that you can support an unlimited number of brands with just one account. So, you can manage all of your websites from one platform.
Their Email Ticket Management System is designed to help you track conversions that you get via live chat. It enables you to be available to your customers 24×7 and be present on multiple channels.
Their Chat, Support Ticket, Call Management, and FAQ services all cost $50.40 per agent per month. You can also choose individuals packs of these features if you don’t need them all together.
Image via LiveHelpNow
Tawk.to will monitor your chats in real-time and analyze them. They are presented to you in an easy-to-read manner. It also offers options for voice and video calling.
The platform archives your chat history, so you can always go back to a previous conversation. It secures the history with encryption, so you don’t have to worry about privacy.
The best part is Tawk is entirely free. If you don’t want to answer customer queries on your own, you can hire a chat agent from them for just $1 per hour.
Image via Tawk
OCC is an acronym for Online Chat Centre. Their software is designed to cater to all levels of website owners. For those who have just started their business, they have a free basic chat for one operator and one website.
The free package allows you to monitor visits, have unlimited chats, upload custom chat icons, invite visitors to chat, and more. For more advanced features, they also have other plans for $5 and $50 per month.
Image via OCCLiveHelp
The ultimate goal of Userlike is to help you build relationships with your customers. Using this software, you can create personalized messages using Sticky Chat.
What it does is if a customer returns for a chat the second time, they connect them to the operator they talked to before. In this way, they want to establish a sense of continuity in the conversation.
They have a basic free plan, but for advanced features, you can opt for plans ranging from €29 to €299.
Image via Userlike
10. My LiveChat
Want to chat with your site visitors without any cost? Use My LiveChat’s floating chat button. To get it on your site, you just need to insert an HTML code. It doesn’t interfere with your site design, so you don’t need to fret about it.
Other plans start from $19 and go up to $99 per month.
Image via My LiveChat
WhosOn knows that a cookie-cutter approach to live chat software doesn’t work with everyone. So, they have come with a solution for those who need a software tailored to their needs. Their seasoned team can help you with any challenge that you’re facing.
With WhosOn, you can keep your chat data in-house and tailor your chat across different brands. It offers advanced features like sentiment analysis, omnichannel chat-call transitions, real-time chat translation, auto-text suggestions, and more.
Their basic plan is free, while the most advanced plan costs $46 per month.
Image via WhosOn
12. Pure Chat
Pure Chat’s free live chat software includes features like customizable widgets, native iOS and Android apps, unlimited chats, and a powerful operator dashboard. They allow 3 operators for free in this package.
You can also use their free automated chatbot to capture leads, schedule appointments, and finish payments. Other notable features of this software program include chat notifications, pre-chat info forms, and canned responses.
Pure Chat has two paid plans: Growth and Pro. They are priced at $39 and $79 per month, respectively.
Image via Pure Chat
Comm10 allows you to reach customers via traditional messaging, audios, videos, and also provides co-browsing and remote browser control. To resolve issues faster, you can also share URLs and files on its platform.
You can make stronger connections with your visitors using its personalization feature. It gives you access to information like your visitor’s location, purchase history, and more.
Its multi-language capability ensures that you can reach out to your visitors in their native languages with ease.
Their package rates start from $29 per agent per month and extend beyond $49.
For multi-channel businesses, they have a special package for $109 per agent per month. It comes loaded with features like ticketing, SMS, and integration for Facebook, Twitter, and WeChat.
Image via Comm100
This all-in-one business manager makes sure you can get in touch with your customers on all possible platforms. You can receive calls, emails, and chats on a single screen.
To reduce your bounce rate, you can also proactively invite your customers for a chat. It allows you to translate your messages into 20 languages, so you can reach a diverse audience.
What’s more, JivoChat works on all modern operating systems, mobile devices, and browsers. It also has options for integration with platforms like Weebly, Wix, BigCommerce, and others.
You can use the basic version for free while the professional version costs $30 per month. You can get a free trial of this software program for two weeks.
Image via JivoChat
Conversion, support, or onboarding — whatever your aim is, Freshworks has something for you. Through all the stages, Freshworks live chat option can ensure that the customer experience is cohesive.
Its IntelliAssign feature is great for team collaboration. With this feature, Freshworks can assign any conversation automatically to agents in your organization based on their skills. It also takes into factor the conversation load that they can handle.
You can keep track of important metrics like resolution time, average response time, first response time, and more from your dashboard.
While their basic model is free, the most advanced one costs more than $70 per month.
Image via Freshworks
16. REVE Chat
This omnichannel live chat software allows you to interact and collaborate with your customers using co-browsing. You can also share your screen with them to communicate with them more effectively.
They also allow voice and video calls to make sure that customers get the best experience. This software solution distributes your chats intelligently among your agents. Other notable features include multi-channel support, live chat analytics, and more.
The standard package is for $13.50 per agent per month while the Enterprise package is available for $45 per agent per month.
Image via REVE Chat
Using ZaZaChat, you can send behavior-based messages to your customers. Instead of waiting for them to ask you a question, you can directly send a message based on their actions.
Even before you begin your chat, you can use their pre-form feature to collect their contact information. Its Mobile Chat feature enables your agents to communicate with your customers using their mobile devices. It offers customizing options for your chat and auto invitation windows.
Their basic package is free for all while the others are in the price range $24-$99 per operator per month.
Image via ZaZaChat
18. Zoho SalesIQ
Zoho SalesIQ believes in a proactive approach when it comes to customer support. So, their live chat feature allows you to send messages to your visitors even before they type a query. Based on their in-chat knowledge base, you can embed links to popular FAQs or other articles.
When your staff isn’t around, Zoho will step in for you. You can set up an offline agent that can handle questions for you.
They offer a free trial for all their packages. To find out the pricing details, you can get in touch with their sales team.
Image via Zoho
LiveAgent makes it easy for you to get in touch with your customers on multiple platforms. On its live chat software, you can create a universal inbox for your social media mentions, emails, chats, and calls.
Other features include a powerful ticketing system, call center, and a support center. Their packages are in the price range $15-$39 per month.
Image via LiveAgent
Happyfox is easy to install and can be set up in just a few minutes. Once it’s done, you can match it to your brand’s aesthetics. You don’t need to be a pro at coding for it. It’s a simple process that requires you to follow a few steps.
They have different features for those who want to use live chat for support and those who want to use it to increase sales.
It offers integrations with business applications like Slack, Salesforce, Google Analytics, Zapier, and others. So, you can access data from these apps directly from Happyfox.
Their Starter plan, priced at $29 per month, can be used by an unlimited number of agents. It allows you to have upto 250 chats per month. Their Growth plan offers upto 500 chats per month and is priced at $49.
Image via Happyfox
21. Netrox SC
Netrox SC is for those who want to use live chat to boost their sales. Their live chat comes with a unique feature called “Chat Zone,” which allows you to track your site visitors, sort them, and start a conversation with them.
Their lite version is free while the Pro version costs $14 per month.
Image via Netrox SC
Live chat can take your customer support to the next level. It allows you to respond to a customer’s queries in seconds. In some cases, you could proactively send them an answer even before they ask you for it.
Not just that, but it can also improve customer satisfaction and get you more conversions. I hope you find the best live chat software for your business from the tools mentioned above.
In your opinion, which is the best live chat software? Please share your views in the comments section.