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20 Best Live Chat Software Tools for Small Business

Category: B2B News
What is the best live chat software for small business?

The best live chat software for small business is Zendesk, a powerful customer support application that is easy to set up and run, with advanced tools ready for your small business needs. It comes loaded with features that can be scaled, making it easily adaptable to the needs of growing businesses. It is very useful in collecting leads and customer service, allowing agents to use triggers to carry out pre-defined actions.

Contrary to what some may believe, having a website is not enough when it comes to connecting to customers. While having an online presence opens up opportunities to reel in new clients and improve customer service, it does not necessarily facilitate effective communication between buyer and seller. As a small business owner, you may be wondering why you get low conversion rates, poor customer satisfaction, and incur huge support spending. This is where live chat software comes in.

Companies have been using live chat mostly to boost customer support, which is known to be far more cost-efficient than toll-free numbers and email. There are also a number of techniques for using live chat programs to improve your sales organization. Here, we have compiled the top 20 live chat software currently in the market. Their features, functionalities and unique selling points will be discussed in detail. By the time you’re done with this reading, deciding on choosing the right live chat app for your business will be much easier.

You see, aside from connecting businesses to customers and helping them establish lasting client relationships, live chat apps help boost sales. They resolve a number of problems that small business owners often encounter–low conversion rates and poor customer service and customer satisfaction. These products have changed the way businesses interact with clients, leading to improvements in customer experience and therefore, satisfaction. Not the least, there are many ways to use live chat software creatively for marketing.

Aside from those mentioned, there are plenty of other live chat software benefits. For example, live chat software providers for small business enhance productivity. The Forrester study, Making Proactive Chat Work,” pointed out that nearly 45% of all online consumers consider live chat to be the most important website feature that helps complete an online purchase. Within a limited team that can’t invest aggressively in promotional materials, responsiveness can easily become a distinctive advantage.

How Businesses Find Live Chat in North America and Europe

Another consumer study published by ATG Global Consumer Trend claims that live chat is valuable for 90% of online shoppers and that 63% of them are more likely to return to a website that offers it. Another interesting stat is that 38% of respondents reveal it was the live chat session that inspired them to make an order in the first place, rather than the size or reputation of their providers.

Besides, with so many awesome live chat widgets available for free or at low cost, access to an array of advanced engagement and intelligence functionalities and ability to employ chatbots — be aware of misconceptions on chatbots — there is no reason for a small business not to consider getting an app like this. Before you start searching, check our 20 best live chat software providers for small business, and see whether any of them fits your business:

live chat software

1. Zendesk

Zendesk dashboard example

Zendesk tops our 20 best live chat software for small business, given its intuitive live chat tools that fit small businesses and their need to establish a hassle-free communication platform for existing and prospective customers. Packed with data-driven and scalable features, Zendesk is likewise adaptive to the needs of fast-growing companies.

With Zendesk, you can deliver quick customer service and capture leads. You can initiate the talk and be where their customers are across your channels. In addition, the app uses chat triggers that allow for conditioned actions and replies. Agents also have at their fingertips photo and file-sharing tools to better communicate with customers and website visitors.

Zendesk pricing is agent-based. You can also check-out their tools and features through a free trial. You can easily sign up for Zendesk free trial here.

Zendesk

An award given to products our B2B experts find especially valuable for companies

Zendesk won our Expert's Choice Award for 2018

Our score
9.6
User satisfaction
98%

What is unique about Zendesk?

  1. Chat triggers. Using data analytics, small businesses can build chat frameworks and protocols that intuitively tend to customer’s needs. Zendesk tools record previous customer actions and track items and services checked out by site visitors. These rich data are stored and used upon contact with current and prospective customers.
  2. Full automation. No time is wasted with Zendesk. It allows businesses to start the conversation even if no agents are available. Chat initiations are automated and businesses can rest assured that all leads are given the needed action and attention.
  3. Multi-channel mobile support. Through a streamlined design, all messages, inquiries, and leads are pooled and organized in one dashboard regardless if its an email, a chat, or a social media message.
  4. Visitor list. A detailed list of site visitors with the items, products, and pages that they browsed through is analyzed and delivered to you for analysis. This list lets you gain more insights into your audience.
  5. Screencasting. Problems remain unsolved because it’s often hard for customers to explain errors to agents. This problem is solved by Zendesk by providing a screencasting tool where customers can record the actual errors that they encounter.

2. Freshchat

Freshchat dashboard example

Freshchat is a mobile messaging and engagement solution designed for sales teams. Coming from the popular Freshworks family of applications, Freshchat helps you fine-tune and simplify conversations between you and your customer to bring about a more personalized and engaging chat experience. The application lets you prepare and distribute contextual messages, capture leads and qualify resources, and gather valuable customer intelligence directly from your users or third party systems. You also get a variety of channels to interact with your customers, including your own website, in-product, mobile app, and social media profile.

You can easily sign up for Freshchat free trial here.

Freshchat

This certificate is granted to products that offer especially good user experience. We evaluate how easy it is to start using the product and how well-designed its interface and features are to facilitate the work process.

Freshchat won our Great User Experience Award for 2018

Our score
9.2
User satisfaction
96%

With Freshchat you can set up in-app campaigns to onboard and educate new users, retain lapsing customers, and share interesting insights and announcements to keep them in the loop with recent developments. You will be able to manage and respond to all customers’ needs from the comfort of a single, moderately priced platform. To further facilitate engagement and communication, the software integrates with other messaging and help desk platforms, including prominent providers such as Zendesk, Slack, and Facebook Messenger.

What is unique about Freshchat?

  1. Streamlined messaging experience. Freshchat lets you categorize messages and conversations into custom groups to let you build realistic expectations from every discussion, and hand each customer over to the right agent or team.
  2. Modern web messenger. You get a modern web messenger that lets you share emojis and digital content to replicate a real social media feel.
  3. Automated lead capture. Freshchat lets you automate workflows through pre-formatted responses to common queries, helping you optimize resolution time and enhance lead activities.
  4. Self-help for your visitors. Even when an agent is not around, visitors can be provided with FAQ searching experience inside the messenger, and get answers to their questions in 31+ languages.
  5. Invaluable intelligence. Freshchat’s real-time dashboard showcases a visual summary of how your teams are performing and lets you measure the speed of response, conversation trends, resolution time, and deep dive into any team member’s workload.

3. Salesforce Live Agent

Salesforce Live Agent dashboard example

Salesforce Live Agent is a Salesforce Service Cloud component that helps you provide timely communication with any prospect or existing client. It lends to easy customization and can be easily integrated with your eCommerce landing pages or a suitable application of your choice.

Salesforce Live Agent lets your small team of customer agents perform like their professional counterparts, allowing a single agent to deal with multiple clients simultaneously. A smart feature allows a senior expert to provide assistance without getting in the way of the agent’s interaction with a current customer.

If you want to see the tool’s features firsthand, you can sign up for free Salesforce Live Agent demo here.

What is unique about Salesforce Live Agent?

  1. Stay a step ahead of prospects and customers. A handy feature of the application lets the agent see what the person on the opposite line has typed before sending the copy, allowing the agent to collect helpful materials before the client has finalized the message.
  2. Discreet coaching. An agent can receive assistance from a senior staff without risking notice from the customer or prospect at the other end of the line.
  3. Standard greeting. Initiate conversations by setting the right mood using standard language with correct spelling to start things right.
  4. Start with rich, useful information. Set up essential data within your fingertips so everything proceeds from verified information.
  5. Collect feedback right away. Agents can field questionnaires to customers right after the conversation to serve as a metric to fine-tune their activities.

4. Zoho SalesIQ

Zoho SalesIQ dashboard example

Zoho SalesIQ is Zoho’s dedicated chat and visitor tracking solution for inbound sales teams, and a truly innovative product that adds up functionality to adapt easily to the needs of any business, including startups and small companies. It will offer you a proactive chat support widget paired to your marketing efforts, and help you connect with visitors in real time, and before they’ve actually demanded your assistance.

SalesIQ is also oriented towards international and progressive teams, and enables 24/7 support, with custom messages in a variety of languages. You will also appreciate its tight integration with Zoho CRM that initiates automated triggers based on visitors’ activities on your website, and makes it possible to identify and score prospects and build up the best approach for each of them. Note that the vendor offers dedicated live chat solutions for ecommerce, customer service, financial, travel services, and startups.

You can sign up for Zoho SalesIQ free trial here.

What is unique about Zoho SalesIQ?

  1. Sales intelligence indicators. Thanks to Zoho SalesIQ’s advanced communication patterns, you can later transform queries into sales intelligence indicators, and use them to improve the quality of your business decisions.
  2. Generates and scores leads. Zoho SalesIQ’s communication module will not only enable you to assess customer queries, but also generate and score leads on your behalf, and help you pay the most attention to prospective buyers.
  3. Immediate notifications. Regardless of your traffic rates, you will always be able to respond to requests, since employees will be immediately notified. This will have a very positive impact on how customers perceive you and your brand.
  4. Tight integration with Zoho CRM. Zoho SalesIQ works in synergy with Zoho CRM, meaning that you can follow the past actions of your customers and reap benefits in your current campaign. Entering lead information manually can take plenty of time, but Zoho SalesIQ does that automatically. At the same time, it works with other prominent products in the Zoho suite, and eliminates the need to invest in third-party solutions.
  5. Personalized chat functions.  You can use Zoho’s personalized chat function to share offers and promotions in a more direct manner. Zoho SalesIQ is among the most affordable solutions that can be customized with logos, brand widgets, welcoming messages, agent headshots, preferred color schemes, and so on.

5. LiveAgent

LiveAgent dashboard example

LiveAgent is an all-in-one help desk and live chat solution for a wide range of businesses from small business to big brands like BMW, YAMAHA, HUAWEI, eSky, and Forbesfone and help them deliver the best, in-time service for their customers. The platform will handle assistance requests coming from all support channels you have in place, and transform all conversations and communication into stored tickets at your agents’ convenience.

The real-time chat messenger it offers is, in fact, a widget you can tweak and embed on multiple web locations, and connect instantly to your request database to save issues from slipping through the cracks. Advanced users can also consider making use of the vendor’s call center functionalities and 24/7 advanced self-service portals, and have a team of experts assist them in building a better engagement strategy.

If you want to check its comprehensive feature set you can easily sign up for LiveAgentfree trial here.

What is unique about LiveAgent?

  1. A unified database. Using LiveAgent, all your data will be stored under one roof, classified and delivered to different departments depending on a set of preset rules, leaving no more than 25% of the overall routing and redirecting to be handled manually by the agents.
  2. Social channel management. LiveAgent is perfectly integrated with Facebook and Twitter to ensure that you are able to serve customers in all instances. You can also monitor activities and brand mentions across these social channels, capture trends and business opportunities, and what’s even more important – avoid negative posts.
  3. Processing an unlimited number of queries. LiveAgent is capable of processing hundreds of queries per day, regardless of the size of your team. It also enables powerful email support and stores tickets under one roof to ensure no request slips through the cracks.
  4. Advanced self-service. With LiveAgent, repetitive questions are being automatically converted in FAQs, and placed in the same-name section to be used as a source of information. LiveAgent even enables you to deal with completely new and challenging questions that don’t fall under any category.
  5. Reliable support. LiveAgent offers 24/7 full lifetime support to all clients, regardless of the plan. The team can be contacted via phone, email, live chat, or on-site tickets.

6. Velaro

Velaro dashboard example

Velaro offers a customer engagement platform built around live chat, website visitor surveys, and integration with major social media networks. More advanced features include visitor monitoring, performance management backed by reporting and analytics. The chat tools include the capability for Push Pages, allowing agents to better work with customers on opening website inside the visitors’ browsers.

The basic live chat tool, called Click to Chat, comes with configurable buttons and easily customizable for brand matching. The social tools support Twitter, Linkedin, Facebook and Google Plus. For the survey feature, both pre- and post-chat surveys are available, along with support for agent surveys. Basic automation already includes canned messages for both personal and shared modes.

If you want to know more about the features you can easily sign up for Velaro free trial here.

What is unique about Velaro?

  1. Powered Chat. Velaro chat is supported by rich information about visitor behavior, which allows for more specific conversation and productive talk.
  2. Expert Routing. Assign chats according to the expertise level of agents. Minimizes lost hours on an unproductive agent-customer conversation while ensuring customer satisfaction.
  3. Capture Visitor Behavior. Get detailed information about the visitor for personalized chats, with their behavior fully depicted over any set time span.
  4. Limit Agent Access. Define who among your agents can have full access to sensitive data. The access control can be configured easily based on the requirements of your organization.
  5. Critical insight. Your live chat application is part of an organization-wide drive to increase your ROI. Velaro makes it possible to measure, analyze the contribution of your live chat software to your overall business goals.

7. Paldesk

Paldesk dashboard example

Paldesk is a relatively new live chat software that has been getting the buzz due to its features to capture leads, engage visitors, and retain customers. The app aims to solve gaps and lag times when it comes to interacting with customers by providing an omnichannel platform that tends to your customer queries via a singular hub regardless if the message is sent via Facebook, Twitter, or email.

Paldesk created an app particularly catered to providing mobile access to agents. It also addresses that perennial small business problem — limited workspace — by allowing agents to provide customer support even out of the office.  This makes Paldesk ideal for leveraging home-based agents, so you cut on costs but not on service. The app also helps you provide answers to queries from web visitors in real time, such as while they are browsing your pricing or product page.  Paldesk features are further amplified by integration with a wide array of third-party apps,  from mailers to CRMs to shopping cart systems.

An appealing test drive of all software features is available to you when you sign up for Paldesk free trial here.

What is unique about Paldesk?

  1. Aggressive Lead Capturing. The live chat has a function where customers are automatically supported while browsing. Should questions and concerns come up, agents can easily assist web visitors every step of the way, thus, effectively generating more leads for you.
  2. Four-minute set-up. User can set-up Paldesk in four minutes. It’s ideal for users who want to have their live chat up and running as soon as possible. Users just have to register and the tool will be live instantly to support customers.
  3. Agent-tracking analytics. Paldesk has a tool that monitors how agents interact with customers. It allows users to pinpoint where sales get lost during customer-agent interaction.
  4. Instants answers to FAQs. Its design allows businesses to instantly reply 24/7 by automatically leading repetitive questions to your knowledge base.
  5. Emojis. Paldesk included emojis in its live chat package. Its use makes the interaction less formal and more relaxed.

8. LiveChat

LiveChat dashboard example

LiveChat is an online chat and helpdesk solution that enables your support and service teams to talk with clients and potential customers directly on your websites in real time. It offers features and functions that you can use for your online sales and marketing, web analytics, and live customer care or support requirements. It has a web-based chat window, web-based control panel, and operator application cross-platform capabilities that allow chatting with visitors from any connected device. It offers a comprehensive set of tools not only for chat but also for ticketing, customer engagement, third-party integration, file sharing, work scheduling, advanced reporting, multiple branding, data security, geo-tagging, co-browsing, chat surveys, and more.

Furthermore, it provides real-time website traffic monitoring, dashboards and statistics, efficiency analysis, and custom/standard or interactive reports. It supports 30 languages and integrates with dozens of other applications and platforms, extending the software’s functionality to include eCommerce, sales, CRM, email marketing, content management, accounting, and analytics, to name some.

What is unique about LiveChat?

  1. Intensive customization. With LiveChat, you get a full suite of customization options including chat window types, pre-made window chat themes. custom chat window logo, and customizable chat buttons, among others.
  2. Integrated ticketing system. Built right within the software is a full help desk functionality with its ticketing system to help you quickly resolve customer issues.
  3. Real-time traffic monitoring. Easily track your visitors in real time so that your help desk agents can talk to more people in less time.
  4. Complete visibility. Get a full tab of your chat history and performance metrics so you can fine tune your workflows and operation to be even more responsive to your customer’s needs.
  5. Built for ecommerce and customer support. The software is an ideal tool for e-commerce sales and support, providing you with an efficient and dependable communications platform with your customers.

9. Kayako

Kayako dashboard example

Kayako provides a unique shared inbox and live chat program with support for multiple languages and the social channels Twitter and Facebook. The live chat features strong support for integrations while the shared inbox gives small business an affordable way to collaborate on providing expert support to customers.

Kayako’s easy-to-set-up help desk application enables your teams to handle customer interactions and requests efficiently across any channel. The live chat tool is uniquely capable of handling offline scenarios. The shared inbox tool allows agents to have critical customer information at any time, to facilitate the best customer experience possible.

What is unique about Kayako?

  1. The power of shared inbox. Unique conversation assignments, tags and views empower your teams to have the key information even before they start dealing with any customer.
  2. Let customers help themselves. A powerful knowledge base ensures your customers will have answers to their questions if they prefer not to deal with agents in person.
  3. Do away with mundane, repetitive tasks. Automation in Kayako takes care of tasks that take agents away from the tasks that could make them productive.
  4. Act from deep insight. Kayako provides comprehensive reporting of key metrics to guide your next decisions and actions.
  5. Score customer response. With CSAT Scores, Kayako provides a way to measure customer receptiveness to your service, which should make it easy to fine-tune your succeeding approaches.

10. Drift

Drift dashboard example

Drift is touted as a one-of-a-kind conversational marketing and sales platform, able to turn each customers’ question or inquiry into a productive sales meeting. With years of experience in the industry, Drift combines effective targeting and nurturing in a simple-to-use communication package, assembles features in plans tailored to different marketing tiers, and gets rid of traditional forms and follow-ups with real-time virtual assistance.

It will secure access to slider messages, full-page takeovers, targeting, and custom triggers for agents to send the right messages in the right time, as well as an artificial intelligence bot that will collect and arrange information while they’re doing it. Drift will integrate easily with the rest of your software ecosystem, including leading CMS platforms, CRM solutions, and international marketplaces.

What is unique about Drift?

  1. Chat targeting. Drift lets you pre-qualify conversations and connect with right people, and decide where the chat box will appear on your website or application. You can even rely on filmographic data to choose the ideal placement for it.
  2. Activity history. Drift keeps all key visitors and interactions arranged on a single timeline, and gives you access to the entire conversation history, playbook interactions, and events.
  3. Continuity via chat & email. Drift lets visitors continue their conversations even after they abandon your website, as they will receive an email containing the link to the chat widget, and be able to reply with a direct message.
  4. Pulls in all important customer data. Drift is designed predominantly for sales agents and teams, as it pulls in all relevant data as soon as a visitor identifies himself. This means that you will have access to their locations, job and company information, social profiles, and more.
  5. Canned responses. Drift will give your agents the possibility to save common responses; arrange them in a detailed library, and pull them back in with a single click once a similar case emerges.

11. Intercom Live Chat

Intercom Live Chat dashboard example

Intercom Live Chat is another customer support and tracking suite that offers a dedicated chat module that small businesses can purchase independently. It targets primarily sales teams looking to acquire more leads, by enabling them to respond and engage random visitors from their own website.

In the meanwhile, the smart tool captures and qualifies lead information with a Lead Qualification Bot, and redirects data to a dedicated team inbox for easier reporting. For a more pleasant customer journey, Intercom also puts in place a variety of engagement tools, as for instance auto-messaging, email campaigns, adept A/B testing, and message progress insights. All messages are prepared using behavior, referral URL, and Clearbit Reveal data as sources of information, which means you will be able to build up the right approach for each and every customer.

What is unique about Intercom Live Chat?

  1. Customer intelligence. Thanks to its advanced live chat features, Intercom Live Chat allows you to see where your users come from, the number of times they have visited your site, their timezone, and get the information of their social profiles and operating system.
  2. Multi-language support. Intercom Live Chat gives you an option to select other languages on your messenger. Just click “add language” and then click “make default” so all of the UI languages will appear on your messenger and you and your team can chat with users from all around the world.
  3. Fully customizable messenger. Intercom Live Chat lets you customize your messenger and make the chat function available for selected users. You can also add a link of your product in the messenger and create a custom launcher for your iOS and Android apps.
  4. Easy import/export of data. Intercom Live Chat also allows you to import your user data from CSV, MailChimp, and Mixpanel to your Intercom account. You can update user data and add new features for selected users, and update their email in Intercom account.
  5. Live lead profiles. Intercom Live Chat collects and organizes lead information in detailed profiles, so that your agents are able to predict a customer’s request, and respond to it accurately and in time.

12. LivePerson

LivePerson dashboard example

LivePerson provides advanced and comprehensive business communication tools ranging from SMS, instant messaging, Facebook Messenger and WhatsApp among others. Enabling this application is a powerful, patented AI engine under the hood, powering businesses to make the most of their customer interactions from any channel.

Its powerful, fully configurable chatbots allow companies to minimize human agents on board and take the best of what advanced technology can do for their companies. Its LiveEngage platform is equally powered by bots, with diverse functional capabilities like routing and real-time reporting.

What is unique about LivePerson?

  1. The power of AI. LivePerson harnesses the power of AI in customer service scenarios, with the smart engine enabled to handle and deliver the majority of tasks at minimal intervention.
  2. LiveEngage. The virtual command center of LivePerson works a fine balance among bots, live operators and their managers to deliver the ultimate in customer experience.
  3. Deploy meaningful connection score. AI and natural language processing provide insight into real-time customer sentiment in the middle of live conversations, a window of opportunity that is not possible any other way.
  4. Make the most of agent time with SmartCapacity. Another technological innovation, the SmartCapacity tool, determines how many conversations an agent can truly handle simultaneously before any breaking point.
  5. Enterprise-grade security. LivesPerson enlists only proven leading security measures to ensure your critical data stays in your system rather than predatory hands.

13. Slack

Slack dashboard example

Slack has been retrofitted with collaboration features to become an enterprise-grade team messaging solution that makes more room for collaboration and smart functionalities. Its purchase of Stride in 2018 further consolidates Slack as a major cloud communication tool and that includes rolling out a more robust live chat. Apart from the staple chat feature, Slack has been imbued with additional capabilities such as an Actions and Decisions feature that lets you assign and isolate tasks in the form of messages. This way, other users are informed on a task’s current status. Important decisions can likewise be isolated from convos, which also stores them for future reference.

What is unique about Slack?

  1. Instant video/audio meetings. A single click allows you to switch from audio to video conferencing. This way, a simple discussion can be quickly turned into a presentation, with the solution able to screen share.
  2. Fewer distractions. Slack has a Focus Mode, which removes distractions and notifications by muting them. This allows you to allot more work time. However, messages, tasks and decisions are still gathered by the system for later review.
  3. Task creation/assignment and decision marking. If you choose to, a chat can be marked as a decision so that you can review it upon completion. Tasks can likewise be created and assigned through the chat window.
  4. Free plan. Aside from Slack’s flexible pricing models, it has a free plan, which is enough to improve team communication and collaboration. Unlimited user group chats are supported along with group video, direct messaging and voice meetings.

14. HelpCrunch

HelpCrunch dashboard example

HelpCrunch is a cloud-based customer service application that features comprehensive communication tools including live chat, SMS, instant messaging and email. There’s a ticketing system for streamlining the helpdesk functionality, while auto messages and notifications ensure you are always on top of the conversations that matter to your business from any segment of the customer lifecycle.

HelpCrunch helps you drive sales by providing a complete picture of your visitors and customers, from which you can design specific messages or key content to sell any products or services that match their profiles.

What is unique about HelpCrunch?

  1. Modern chat design. HelpCrunch takes inspiration from the latest trends in application design with chat interfaces that feel like home for even the most non-expert users.
  2. Smart chat engine. Configure your chats with triggers for key visitor behavior like time spent on any section of your website.
  3. Automate email campaigns. Set HelpCrunch to send special offers, product developments or just any important that could be key to customer purchase or loyalty.
  4. Live data from any source. Always work with information that is just as fresh as it is from your desktop or from your mobile device.
  5. Essential integrations. HelpCrunch accommodates your need for third-party applications with a tool that lets you easily integrate with leading tools like Squarespace, Slack, Magento, among others.

15. Olark

Olark dashboard example

Olark is another prominent live chat solution you can embed on your website for sales and customer support teams. It is suitable for all types of businesses including small companies and aims to support their marketing efforts and sales funnel growth. Providing support and resolving issues is far from the only thing this widget can do; it will also help you acquire quality leads, with all conversations being neatly stored on your email, and all insights being translated to transcripts for better sales touch points.

Sales teams will also find the automated chat function beneficial, as it will provide them with enough information on each customer for a more personalized approach. A number of useful plugins are also offered for users to connect this widget to all popular marketplaces, email service providers, and business intelligence applications.

What is unique about Olark?

  1. Hassle-free chatting. Olark is a hassle-free and straightforward live chat platform that enables you to monitor leads, create and find opportunities, and deliver top-notch support to your clients all from a single page.
  2. Detailed reports. Olark provides you with beautiful, detailed reports you can use to track results and derive actionable insights, and use them for better business decisions and commercial success.
  3. Multiple chat options. As an end-to-end customer service platform, Olark supplies you with a variety of advanced chatting options, including in-browser and target chat, chat ratings, offline messages, instant notifications, and more.
  4. Reliable customer support. Olark users are provided 24/7 assistance by a reliable team of experts. You can reach support any time, via email, phone, live chat, or on-site tickets.
  5. Suitable for all businesses. Olark’s live chat and customer support functionality serves equally well small, medium, and large businesses; and freelance agents. It will be useful to service suppliers from all branches and industries.

16. Pure Chat

Pure Chat dashboard example

Pure Chat is a 100% free live chat platform for unlimited conversations and agents, currently used across all geographies. The embeddable widget gives customers the chance to contact you via emails, phone, and social media platforms, and acts as a dedicated Engagement hub that works seamlessly on mobile, tablet and desktop devices.

You will also benefit from an advanced visitor tracking & analytics suite that depicts all relevant traffic patterns, distinguishes qualified leads to help you close more sales, and arranges your data in highly visual charts and graphs. With a single click, you will be able to see the entire activity history of your visitors and automate your entire sales workflow relying on integrations such as Zapier, HubSpot, Google Analytics, and more.

What is unique about Pure Chat?

  1. Identifying best quality leads. Pure Chat helps you to check how many visitors are on your website, their activity history, number of visits, and identify the best quality leads so you can start a conversation with them at any given moment.
  2. Tracking each conversation, and collecting transcripts. The platform enables users to keep track of every conversation with every client, collect the transcripts, quickly email them to other members, review the chats with chat metrics for any date range, and create weekly updates for leaders by simply downloading .csv file for chat metrics.
  3. Fully customizable and friendly chat boxes. Pure Chart also gives you the freedom to customize your chat box, change the background and profile image, create a personal chat page with URL personal connections, and change your contact information.
  4. Roles & Permissions for the team. Pure Chat gives you the ability to add users and give them specific privileges and tasks and to manage your team with Pure Chat settings, and assign different departments to their widget so your visitors can get in touch with the right person.
  5. Mobile apps for constant contact. You can use Pure Chat mobile applications for iOS and Android to start to chat with your clients from your phone, and stay in contact with them even when on a business trip.

17. Comm100

Comm100 dashboard example

If you’re running an ambitious sales team in need of a unified live chat solution, look no further than Comm100. The powerful communication platform brings up the best the live chat market has to offer, packed neatly in an understandable unit that doesn’t require time or effort to learn. It will help you improve conversations, sales, and customer satisfaction ratings, ensure you will be there for buyers when they need you, and on any channel of communication, and boost the reputation of your brand in less than no time.

Among other advanced features, Comm100 will also offer an automation chatbot, video and audio chat, automated routing and distribution, a built-in translator in several languages, co-browsing, and a number of great customization options. It will also help you pull off valuable intelligence, and draft end-to-end live chat reports – a feature that has so far been available only for enterprise-grade users.

What is unique about Comm100?

  1. End-to-end customization. Comm100 is fully customizable, meaning that you can configure everything from the chat button and window to the post-chat rating methods to fit your brand, and enable/disable the functions you don’t really need (pre-chat surveys, for instance).
  2. Monitoring visitors’ behavior. The platform monitors visitors’ behavior and keeps track of their navigation preferences. The information is thereafter stored in a historical database, where you can see where users are coming from, how many times they landed on a particular page, how much time they spent browsing, and more.
  3. Automated chat invitations. Comm100 Live Chat invites customers to chat automatically and therefore provides incentives for them to interact with you. You can choose the group of users that these invitations will be sent to, according to the data related to their behavior and preferences, or let the platform do that for you.
  4. Auto-translation. Comm100 puts in place translation services to ensure you can engage visitors and customers coming from other geographies.
  5. CMS integrations. Comm100 integrates with all leading content management systems to ensure that live chat services can be embedded with ease on any website.

18. Smartsupp

Smartsupp dashboard example

Smartsupp is best known for offering live chat services with the possibility to video-record visitors, which makes it a unique provider in the industry. The modern chatting service is trusted by more than 160,000 companies worldwide, including both novice brands and names such as SkyPICKER, SKODA, and Conrad. Using it, your agents will receive instant notifications whenever a user is trying to establish contact, and be able to provide answers in real time.

The screen of the visitor will be automatically recorded to help identify the issue, and develop a better strategy on how to approach him. Smartsupp supports all leading CMS platforms and marketplaces, and it is also available to use on smartphones with various operating systems.

What is unique about Smartsupp?

  1. Real-time notifications. With Smartsupp, you can instantly answer your visitors’ questions. You will get a notification every time a visitor initiates a chat conversation on your website, alongside a detailed overview of returning visitors.
  2. A chat functionality you can embed on any website. Smartsupp can be embedded on any website. You can also the offered tutorials give a look to integrate the app with other popular platforms. Another interesting option is to use your mobile device to chat with visitors from any location.
  3. Customization. Smartsupp lets you customize the position, texts, colors, and pictures of your chat box, so that they will match your company identity. You can also make use of the product’s API for advanced customization options.
  4. Personalized auto-messages. Using Smartsupp, you can set up custom rules to automatically send personalized messages to your visitors. Auto-messages can help to improve online sales (measurable in Google Analytics).
  5. Recording the screens of your visitors. Smartsupp makes it possible to watch video recordings of the visitors on your website. This helps you to view their screen, mouse clicks, and movement, and understand their behavior.

19. Acquire

Acquire dashboard example

Client communication tool Acquire is a multichannel software that offers more than chat functionality. It is a communication tool solution that can be implemented in a couple of ways while possessing features such as those needed for sales and onboarding. As a messaging app, Acquire has voice call, co-browsing, live video chat and text chat features.

You can also opt to go for additional tools like live call recording, file sharing and call center support, which is made possible by its ability to route calls to agents. Other key functionalities include user permission to view tracking, chat histories, advisors and real-time traffic reports.

What is unique about Acquire?

  1. Intelligent chatbots. The system employs robust machine learning algorithms and artificial intelligence to post replies to queries. This way, agents can better focus on more complex concerns.
  2. Impeccable support. The software is equipped with tools that hasten the delivery of support, regardless of concerns. With its screen sharing functionality, you can quickly respond to customer queries while practicing real-time engagement. This positively affects customer satisfaction while boosting retention.
  3. Improved conversion rates. Customer engagement gets that needed facelift as Acquire easily connects your clients with support. Improved interactions result in marketing and conversion opportunities.

20. ProProfs Chat

ProProfs Chat dashboard example

Capping off our 20 best live chat software list is ProProfs Chat. The first thing that will attract your attention when working with this tool is its super-charged, yet hassle-free interface. For several years so far, this platform has dominated the market of live chat service providers, not because of being completely free to use, but because of offering the same enterprise-grade functionality you’d expect from a premium tool.

The embeddable widget is fast, reliable, and ahead of its time, and comes packed with personalization and engagement elements you can’t acquire from another system. You can set your own predefined messages, anticipate questions and pull in canned responses, and direct users to operator chat boxes for additional support. The widget uses a pre-chat form to capture visitors’ details and replace your traditional CRM, and can also be activated on iOS and Android devices, and any other operating system.

What is unique about ProProfs Chat?

  1. Quick customer engagement. ProProfs Chat allows you to use pre-defined messages and greetings, create and customize messages with their library of pre-built templates. These features enable you to quickly engage your customers and address their issues and concerns.
  2. Accurate visitor tracking. With ProProfs Chat, you are able to see what your visitors are looking at on your site in real-time. You are also able to view what they are typing, providing you a clear picture of what they are looking for.
  3. Embedded chat support for any website. ProProfs Chat Support can be embedded on any website, by simply copying the code and pasting it on the desired page. The Chat Support works well on any browser or operating system.
  4. Pre-chat subscription forms. ProProfs’ pre-chat forms let you capture contact information and generate new leads to further improve conversions. Whenever your visitors come to your website, your support operators can deliver proactive chat invitations for engagement and then guide them through the sales funnel.
  5. Open API architecture. ProProfs Chat comes with an open API architecture, which means you can easily connect it to an array of third-party systems and applications.

Things to Consider When Purchasing Live Chat Software

Having learned what live chat software can do for your customer support, it’s easy to understand why you would want to invest in such a system. Now, if you’re planning to invest in a live chat platform, there are certain considerations that you will have to keep in mind. But for those looking for apps with full-blown customer support features, there are plenty of customer support programs out there. The following are things that you should be on the lookout for if you are to find the perfect system.

Audio and Video Chats

Audio and video chat functionalities engage customers more than any other communication channel. They practically give your company a face as customers get to talk to support agents face-to-face, resulting in personal engagement.

Screen Sharing

You should make sure that your live chat app comes with screen sharing tools as they are very effective when providing clients with real-time instructions. With this technology, your agents can guide site visitors. It is also useful in giving remote customer support, with agents getting a clear idea of customer concerns.

Omnichannel Chat Features

To better interact with clients, businesses are known to use omnichannel engagement. Putting all communications under a single platform eliminates the need to move from one software to another. Popular communication channels include social media, website live chats, and messaging apps.

Live Chat Widget Customization

Live chat software that comes with customization options help companies retain their brands. This contributes to the customer experience by making them appear more professional to clients. Always remember that customers prefer to communicate with familiar brands, hence, the need for such.

Smart Routing

Live chat software help your team’s performance while delivering richer customer experience. Such is accomplished by making sure that customer concerns are routed to the right agents, allowing for faster and more efficient responses. But of course, you need to have a customer experience strategy to be able to pull this off.

And we’re done. Now that you know more about live chat solutions and what they can do for your company, you’re just about ready to go out and look for one. But before you do so, always remember what you require in such a system and make a checklist of them. Take two or three tools and personally evaluate their features by signing up for free trials. This way, you won’t have to go through the hassles of purchasing something that’s of little benefit to you. If you have specific small business requirements, there are a wide selection of live chat apps for small business as well. Or better yet, take our top tool for a spin. You can sign up for Zendesk free trial here.

By Nestor Gilbert

Senior writer for FinancesOnline. If he is not writing about the booming SaaS and B2B industry, with special focus on developments in CRM and business intelligence software spaces, he is editing manuscripts for aspiring and veteran authors. He has compiled years of experience editing book titles and writing for popular marketing and technical publications.

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