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.Smartsupp1https://media.trustradius.com/vendor-logos/J6/Aq/D919KJBSVTD0-180x180.JPEGUserlike2https://media.trustradius.com/product-logos/Sz/Kx/1ITDKTTCK99K-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, typically through some combination of instant messaging/chat, video, and survey forms.

The two major use cases for these tools are sales qualification and customer support.

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 in order 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 discrete 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 Products

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

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…

TrustRadius Top Rated for 2019

2019 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.