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

Velaro Live Chat
Velaro Live Chat is software that can conform to the user’s company (or website) branding. The vendor says that this live chat software is designed to be easy to implement and customize. It integrates with CRMs, ecommerce platforms; help desk software solutions, Google apps and other communication …
Click4Assistance
Click4Assistance is a live chat tool from the UK company of the same name.
Client Chat Live
Client Chat Live is a live chat tool from the Austin-based company of the same name.
unblu
Swiss company unblu offers their eponymous live chat tool that features co-browsing, document sharing, and more.
Netop Live Guide
Live Guide is a live chat tool from Danish company Netop.
The Chat Shop
The Chat Shop is a managed live chat tool from the UK company of the same name.
INSIDE
INSIDE by Powerfront is a customer engagement tool built around live chat and site visitor behavior monitoring.
Marketeer
Marketeer is a hybrid human-machine live chat tool from Viclone Corporation in Spain.
REVE Chat
REVE Chat is a multi-channel cloud based live chat software that provides instant assistance to your website visitors for better customer service and boost sales conversions. Businesses can instantly engage with their customers across various channels such as Website live chat, Voice/ Video Chat, Fa…
ProProfs Chat
ProProfs Chat is a solution that allows online businesses to engage in open communication with their website visitors. This live chat tool helps organizations of varied sizes to connect with visitors in a similar way they would do in a physical store. ProProfs provides an easy, quick way to engage w…
eGain
eGain is a cloud-based customer engagement hub (CEH) used by contact centers to facilitate omnichannel sales and customer service. It includes call tracking, click to call, live chat and cobrowsing, social media customer service, email support ticket management, social offers, and a knowledgebase fo…
Welcome Commerce
Welcome is live chat software for eCommerce brands. It enables users to chat with shoppers on their eCommerce site in order to answer questions and provide additional product information, with the ultimate goals of increasing conversion and purchase size, and decreasing returns.
Chatbox
Chatbox is a live chat tool that aims to allow teams to personalize messaging at scale via automation. Chatbox connects an company's existing data and systems with messaging technologies in order to enable results-oriented conversations across texting, chat and social channels. According to the vend…
Kommunicate Customer Messaging Software
Kommunicate is a modern customer communication software for real-time, proactive and personalized support for growing businesses. According to the vendor, with Kommunicate, you can manage customer conversations, website chat, support agents, team conversations, customer delight aspects all at the sa…
Blinger.io
Blinger.io allows clients to connect to their customers through popular messengers, e-mail and live chat with a single API, interface or integration with helpdesks. According to the vendor, key capabilities include: Create operator groupsAssign keywords to sort conversationsAssign to designated ope…
Rocketbots
Rocketbots is a customer conversation platform that enables companies to scale their customer engagement without scaling their teams, claims the vendor. The Rocketbots platform uses self-learning AI and automation to generate leads, automate engagement & support customers. Rocketbots unifies mes…
liveConnect
When making an inquiry, customers can type out their message or make a phone call. On the other side, the agent will receive the request on their web browser, mobile app or phone depending on the medium in which the request is made. Once connected, if both parties are on either mobile or web, they c…
[24]7 Chat
[24]7.ai headquartered in San Jose specializes in AI virtual agent technology, but also provides a live chat application, via [24]7 Chat.
Ngage Live Chat
Vertical markets software specialist Internet Brands offers and supports Ngage Live Chat, a live chat tool for law offices, medical practices, or automotive dealers.
Airy
Airy headquartered in San Francisco offers a shared inbox for teams, with reply message automation, feedback templates, and automated opt-in subscription features on its advanced plan.
JivoChat
JivoChat is a combined live chat, VoIP, and business messenging service that integrates with email, Facebook, or other tools via API to provide a means to conduct omnichannel communication with customers.
Synthetix
Synthetix in Takely offers software supporting three AI-powered Customer Service channels, including FAQ web self-service, AI-augmented Live Chat and agent knowledge-base for a complete, out-of-the-box multi-channel solution for customer service, sales and support.
IMIchat
IMIchat is a live chat and help agent communication tool, from IMImobile headquartered in London.
maaiiconnect
maaiiconnect is an all-in-one customer engagement and team collaboration platform supporting B2B and B2C with combined telecom and digital channels. With voice and video calls, and dynamic chat, maaiiconnect aims helps businesses elevate customer experience, boost team productivity and grow sales. W…
TelebuPop
TelebuPop is a machine learning & AI-based conversational marketing platform that helps users connect with their visitors, prospects and leads in a human way. FeaturesChatbot & Group ChatAutomate conversation flow with bots, talk to groups and transfer chats easilyLead Capture FormsInstantl…

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.