Live Chat Software

Best Live Chat Software include:

Gist, Bold360, and Intercom.

Live Chat Software TrustMap

TrustMaps are two-dimensional charts that compare products based on trScore and research frequency by prospective buyers. Products must have 10 or more ratings to appear on this TrustMap.

Live Chat Software Overview

What is Live Chat Software?

Live Chat Software allows website operators to interact directly with visitors on their websites in real-time, typically through some combination of instant messaging/chat, video, and survey forms. With live chat software maintaining the spotlight, many live chat vendors are also branching into “webchat” which can take live chat conversations into other modes of communication, namely SMS/text messaging. This is a great development for organizations looking to work with only one vendor to manage both website chat and text-based chat.


The two major use cases for these tools are sales qualification and customer support. The majority of leading live chat software functions both as live chat for lead generation and live chat support software.

Live Chat Software Features & Capabilities

At minimum, live chat software should include the following capabilities:
  • Real-time messaging
  • Canned responses and greetings
  • Notifications
  • Chat transfer

  • Ticket forms

  • Chat history and transcripts

  • Customization tools for branding, agent profiles, languages, etc.

  • Chat reports

  • Encrypted messaging

  • Access restriction

  • Visitor banning

  • Single sign-on

  • Compliance

More advanced features include:
  • Pre-built AI bots to handle conversations without a human agent
  • Customized AI bots for the same purpose

  • Intuitive FAQs

  • Unified inboxes

  • Integrations with scheduling and client management applications like Freshdesk, Google Calendar, Zapier, etc.

  • iOS and Android versions

Live Chat Software Key Use Cases: Sales & Support

Using live chat software, salespeople can answer prospects' questions or initiate a consultative conversation--at a key point in the buyer's journey, when the prospect is already engaged with the website or free trial (for online software products). They can also collect the prospect's contact information to follow up based on the prospect's readiness/likelihood to buy, for example trying to set up a call vs. entering them into a marketing nurture drip sequence.


Used by support or customer success teams, live chat software allows customers who have questions or problems to connect with an individual agent and receive a response in real-time, without having to call in and navigate an automated phone tree or submit a support ticket. (Although sometimes the agent on the other end of the live chat will end up submitting a support ticket for them.)


Like social customer service tools, proponents of live chat support consider it to be a better customer service experience, because recognition is immediate, there's a personal connection, and help can be delivered in context of the website or application. Also, issues addressed via IM are kept more informal than filing a help desk ticket, and more discreet than a social support case.


Live chat point solutions for the support use case are lighter-weight and easier to implement than a full help desk, but using an integrated live chat/help desk solution has its advantages, since the customer interaction history can be stored in one unified record, and tickets can be created/routed directly from the chat interface.


Live Chat Software Comparison

To compare different live chat tools, consider these factors for each product offering:

  1. Automation: This will not be applicable for all use cases, but you should determine whether the live chat software you are considering supports automated messages or not, should you choose to utilize them. Automated messaging can save your agents time and route people to the appropriate resources to keep your support team and sales agents from handling requests that do not need human assistance.

  2. Integrations: Choose live chat software that integrates with your existing sales engagement and CRM tools. Do not assume that any given live chat platform supports the other tools you'd like to import data into. This is likely one of the most important factors to consider. If a tool doesn't already have an integration designed for the tools you'd like, it should at least give you the option to set one up.

  3. Security: Users often share personal information via live chat programs, so invest in tools that are transparent about the security features of their software. You also want to make sure that it complies with both your local and international cybersecurity regulations.

Pricing

Unlike a lot of SaaS tools, live chat software options do not proliferate free versions. However, a few tools like Gist and Freshchat feature totally free starter options. You can expect pricing tiers to be differentiated by the size of your contact list and the number of account managers. Paid plans can start as low as $16/mo with enterprise plans starting at $79/mo on the lower end. Enterprises looking into live chat software should keep in mind that many live chat vendors do not offer pre-designed plans for larger organizations and require that you reach out to them for a quote and estimate of what your account may actually cost.


Live Chat Products

(1-25 of 81) Sorted by Most Reviews

Pure Chat
5 ratings
2 reviews
Pure Chat is a live chat tool with a free version for limited usage or paid versions with unlimited chat, from the company of the same name in Scottsdale, Arizona.
LiveHelpNow
5 ratings
2 reviews
LiveHelpNow is a configurable live chat and/or help desk platform featuring ticket management, live chat and email support, call support, a knowledgebase, analytics, and more.
Live2Support
2 ratings
1 reviews
Live2Support is a live chat software for online customer service
eAssistance Pro
1 ratings
1 reviews
eAssistance Pro is a Live Chat Software for websites that provides unlimited live chat support to online customers. It allows organizations to get connected with their visitors, resolve their queries and offer them instant support. The tool includes a visitor monitoring to track website visitor’s ac…
Comm100 Live Chat
1 ratings
1 reviews
Comm100 Live Chat is an enterprise-grade live support solution that enables businesses to engage their website visitors when they need help most so as to improve conversions, sales and customer satisfaction. Unlike traditional chat, Comm100 Live Chat allows you to establish rich and multi-media con…
HappyFox Chat
1 ratings
1 reviews
Indian software company Tenmiles offers HappyFox Chat, a live chat tool with a free edition, that is available as a standalone product, or integrated with the company's help desk software: HappyFox.
Acquire.io
2 ratings
1 reviews
Acquire is a scalable suite of tools equipping service agents with no-download interactive co-browse, live chat, chatbot, video & voice calling. Web and in-app - guide your customers in real time to reduce churn and increase conversion. The application is designed to streamline customer conversa…
ChatBeacon (formerly SightMax)
2 ratings
1 reviews
ChatBeacon (formerly SightMax) is a live chat tool from SmartMax Software headquartered in Tulsa, Oklahoma.
Help.com
2 ratings
1 reviews
Help.com is a cloud-base live chat solution. The vendor says its in-depth reporting gives businesses an inside look at what is driving their customer experience. This solution includes custom on-boarding and training as well as a custom built chat box widget that is designed around the user’s brand…
AliveChat
8 ratings
1 reviews
AliveChat is a live chat tool for websites from Houston-based WebsiteAlive.
Casengo
Casengo's cloud application for customer support empowers online retailers and other small businesses to respond to customer questions faster and better than ever. One team inbox can be used for customer chats, emails and social media posts.
Customericare Live Chat
Live Chat by CustomerICare is free software for online sales and support. It features a live chat window, automated lead generation capabilities, real-time web analytics. It also allows video and audio chats.
RedHelper
RedHelper is a live chat solution. Some key features include: Cobrowser, and Detailed Visitor Portrait.
Engage Live Sales Dashboard
The Engage Live Sales Dashboard is an HTML5, browser-based interface that enables users to log into and initiate real-time sales with their web-based visitors, prospects, customers and partners. From this central location users can share their availability (online status), manage real-time conversat…
Moxie
The Moxie Suite of software is a customer engagement solution built around live chat with decisioning intelligence and analysis for determining optimum engagement approach.
WhosOn
WhosOn is a live chat tool from UK company Parker Software.
ICE Chat
ICE Chat (for Integrated Customer Engagement) from Etech Global Services in Nacogdoches, Texas is a live chat tool.
LiveCall
LiveCall, from the small Polish company of the same name, is a website visitor or customer engagement tool that allows (targeted) customers to initiate a live phone call.
Proonto
Proonto, from the Israeli company of the same name, is a live chat platform that also includes access to a community of eCommerce support personnel, for online sellers.
P3chat
P3chat from the company of the same name in Belarus is a live chat tool.
OnlineChatCenters (OCC)
OnlineChatCenters (OCC) is a live chat tool from Motava headquartered in San Jose, California.
Agendize
Agendize from the company of the same name in Montreal is an all-in-one suite of conversion tools including live chat with click-to-call, a form builder, and an appointment scheduler with CRM.
Watcheezy
Watcheezy is a live chat tool with behavioral targeting, from the company of the same name with US headquarters in Palo Alto, California.
RumbleTalk
RumbleTalk is a live chat tool from the company of the same name featuring group chat and document or video sharing.

Frequently Asked Questions

What is live chat software?

Live chat software supports adding a built-in chatbox to your websites for users to utilize. In this chatbox users can carry out text-based correspondence with a human representative or AI-powered robot. Advanced features allow users to upload files to share and reference in their conversation.

How much is live chat software?

While most live chat software is only available as paid plans, Gist and Freshchat have free versions available. Enterprises will get the most out of paid plans, as free plans do not typically support advanced features that the nature of their operations require.

Paid plans can start as low as $16/mo to as high as $100/mo. This pricing is usually by number of "seats", or agents you would like to have utilizing the software at any given time. So be mindful of your team size when budgeting for live chat software.

What type of businesses need live chat software?

While we cannot say any particular business needs live chat software, some types of businesses benefit from live chat software greatly. B2C companies can really benefit from using live chat software because it allows customers to receive support easily. It also helps B2B businesses in particular with easily capturing information from prospective buyers. Being that many customers come to business websites to find information, live chat software allows them to remain on the site without having to fill out a contact form and waiting for an email, or having to place a phone call.