Best Live Chat Software54Live Chat Software allows website operators to interact directly with visitors on their websites, typically through some combination of instant messaging / chat, video, and survey forms.360Video1https://media.trustradius.com/vendor-logos/0d/R0/8CM1D41WO7OK-180x180.PNGApexChat2https://media.trustradius.com/vendor-logos/Cz/Dj/Q2Q57CLE20O8-180x180.JPEGUserlike3https://media.trustradius.com/product-logos/Sz/Kx/1ITDKTTCK99K-180x180.JPEGSmartsupp4https://media.trustradius.com/vendor-logos/J6/Aq/D919KJBSVTD0-180x180.JPEG

Best Live Chat Software

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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

Listings (76-79 of 79)

We don't have enough ratings and reviews to provide an overall score.

360Video from Indian company Customer360 is a live chat tool with site visitor tracking, geoprofiling, and video enabled.

5 Ratings

Userlike is a live chat software that allows website visitors to connect with service operators in the moment of greatest need - when a question pops up while browsing product pages.The vendor says Userlike was designed to work great on any device whether customers are browsing from their desktop, c…

We don't have enough ratings and reviews to provide an overall score.

Czech company Smartsupp offers a live chat tool with a free version. The paid versions include visitor tracking and recording, and agent performance statistics.

TrustRadius Top Rated for 2020

2020 Top Rated Live Chat Software

There are plenty of options out there, but here's our shortlist of the best Live Chat Software. These products won a Top Rated award for having excellent customer satisfaction ratings. The list is based purely on reviews; there is no paid placement, and analyst opinions do not influence the rankings. To qualify, a product must have 10 or more recent reviews and a trScore of 7.5 or higher, indicating above-average satisfaction for business technology. The products with the highest trScores appear first on the list. Read more about the Top Rated criteria.