Summary:
Live chat software has become indispensable for businesses aiming for customer excellence. By incorporating chat software on your website or app, you can provide assistance, streamline interactions, and significantly enhance customer satisfaction. This technology offers responses compared to methods such as email or phone support, which leads to increased customer engagement and retention rates. The top live chat solutions facilitate messaging and integrate with CRM systems, provide chat widgets, and offer functionalities like automated replies and detailed analytics.
In 2024, each of the best live chat software excels in its features and seamless integration. Major platforms like Zendesk, Freshchat, and Intercom offer capabilities, including AI-powered chatbots, support across channels, and real-time analytics. These live chat solutions are crafted to elevate user experiences, boost sales and conversions, and enhance efficiency in customer support. Selecting the live chat software involves evaluating your requirements, desired outcomes, and integration possibilities to ensure optimal performance that aligns with your business goals.
This blog will work as your guide to understand the best performing live chat software and by weighing the pros and cons you can pick which will do the needful.
What is a live chat software?
Live chat software serves as an instant messaging tool that enables real-time communication between enterprises and their clientele. By integrating this technology into a business website or mobile application, companies can provide text-based support to customers, enriching the user experience and increasing engagement. This live chat solution empowers customer service agents to address queries, ensuring efficient and prompt interaction. In contrast to email or phone support, live chat software delivers instant responses that maximize customer satisfaction and retention.
The best live chat software goes beyond messaging functionalities by offering features designed for customer support, such as integration with knowledge bases and shared inbox tools. This seamless integration allows support agents to access information swiftly, streamlining the support process. Furthermore, many live chat services provide customization options that enable businesses to incorporate video chats, automated responses, and personalized interactions. These capabilities not only expand the scope of live chat support for websites but also contribute to increased conversion rates and improved customer relationship management.
Why is live chat software important for your business?
Live chat software is important for modern businesses to thrive in a customer-centric market. It facilitates customer interactions, boosts satisfaction, and drives growth. Discover seven major reasons why integrating chat software is indispensable for your business.
8 Benefits of live chat software for businesses in 2024
- Boost sales and conversions
- Increase customer satisfaction
- Augment customer service
- Provide 24/7 support
- Enhance user experience (UX)
- Save money
- Improve productivity
- Gain competitive edge
1. Boost sales and conversions
Having live chat software on your website can really increase sales and conversions. By promptly addressing customer queries, businesses can keep buyers hooked, eventually turning the leads into potential buyers. Studies show that 38% of shoppers are more willing to buy from businesses that provide chat support. This instant communication allows for handling customer issues, stopping them from leaving your site to look for information elsewhere. The best live chat software can transform visitors into customers by offering them the immediate help they want.
2. Increase customer satisfaction
Customer satisfaction is one key component for retaining clients, earning, and maintaining market credibility. Studies have shown that 41% of consumers favor prompt live chat service over other methods. The reason is it allows real-time support. Through immediate communication with a human agent, customers feel heard and valued. These personalized live chat solutions enable customer service to maximize the overall customer experience significantly.
Related read: What is a CSAT score? – How is CSAT measured + How to improve
3. Augment customer service
Live chat software boosts customer service by enabling real-time, instant communication between consumers and support representatives. Compared to more conventional methods of customer service like email or phone, it allows firms to react rapidly to queries, cutting down on wait times. Message sneak peeks and prefabricated answers allow agents to improve overall productivity by delivering solutions faster. Live chat lets operators multitask and manage many client transactions simultaneously, increasing efficiency. When integrated with other technologies, the program gives agents customer data to personalize encounters.
4. Provide 24/7 support
The next standout benefit of live chat software is the ability to offer 24/7 support. When round-the-clock assistance is available, customers can get help whenever needed. It has nothing to do with time zones or business hours. Although not all businesses can staff their chat services 24/7, many live chat solutions offer automated responses and chatbots. They fill in during off-hours. Such cutting-edge arrangements help retain customers and improve customer satisfaction and engagement, as they know your business is reliable and available for immediate help anytime.
5. Enhance user experience (UX)
Your website’s user experience (UX) is essential for your business’s growth. Enhancing UX with high-quality live chat service can increase engagement and conversion rates. Great live chat software can improve the user experience since it addresses their queries on the spot. Prompt response and resolution help keep users engaged by preventing potential drop-offs due to unanswered queries. Since the best live chat software merges well with your website, it provides a user-friendly interface where customers find it more accessible to browse through the service catalog.
6. Save money
Using live chat software may involve investment for customer service representatives. However, it can lead to cost savings for your business in the long run. Unlike telephone support, where agents can only handle one call at a time, live chat enables agents to juggle conversations concurrently. This increased efficiency reduces the need for a support team. Top-grade live chat support for the website cuts down on operational expenses. Moreover, live chat is generally more budget-friendly than phone calls since it shortens the duration of each interaction. Live chat software helps businesses operate more efficiently and economically by streamlining support procedures.
7. Improve productivity
Live chat software boosts productivity by enabling customer service agents to address queries simultaneously. This multitasking feature is a benefit compared to phone or email assistance, where agents can handle one conversation simultaneously. By utilizing live chat service, agents can resolve problems swiftly, with a more significant impact, ultimately amplifying their productivity. The capacity to offer effective assistance not only serves customers well but also improves the overall performance of your support team, resulting in superior service outcomes.
8. Gain competitive edge
Providing live chat support can give your business a competitive edge in the market. Since many companies are still adapting this technology, those that successfully integrate live chat can stand out from their rivals. The best live chat support software enhances customer service and satisfaction and increases sales, making your business more attractive to clients. By leveraging live chat, you can deliver exceptional support and interaction, distinguishing your business and positioning it for success in a competitive environment.
Top 10 Live chat software platform in 2024
This year the list of best live chat software platforms has some incredible names. They offer advanced capabilities, combining real-time communication with robust knowledge-based features. These platforms enhance customer interactions through instant messaging, automated responses, and comprehensive analytics. Live chat solutions integrate seamlessly with CRM systems, ensuring streamlined operations. Some of the standout features include customizable chat widgets, proactive messaging, and integration with multiple digital channels. Pricing varies, with options ranging from free plans to premium packages. Let’s take a look at the top contenders:
Top 10 Live chat software platform in 2024
- Yellow.ai
- Zendesk
- Freshchat
- Intercom
- LiveAgent
- LiveChat
- LivePerson
- Tidio
- REVE Chat
- Hiver
Yellow.ai
Optimize customer interactions with Yellow.ai’s live chat, designed to enhance engagement across preferred communication channels and languages. Our platform personalizes conversations at scale by guiding customers from initial contact through proactive support. It offers engaging, human-like interactions that understand context and deliver tailored responses. Ensure a frictionless omnichannel experience by maintaining conversational continuity across 35+ channels, and resolve queries instantly with zero wait times.
Achieve up to 90% automation in 30 days, while blending AI and human support for a comprehensive, personalized customer experience.
Benefits:
- 80% queries self-served
- 30% enhanced lead generation
- 40% increase in CSAT
- 20% boost in sales conversion
Key features of Yellow.ai
- Zero wait time: Provide immediate, on-demand query resolution to your customers. Our multi-LLM powered platform is capable of scaling with your tech stack, without the need to rip or replace any of your existing applications. .
- Strong blend of Human+AI: Provide self-serve solutions for common queries, while directing more complex questions to live support representatives, ensuring context preservation for a delightful experience.
- Effortless text-based interactions: Enhance customer engagement with our AI agents, delivering personalized, context-aware responses through human-like conversations.
Zendesk
Zendesk’s live chat software provides real-time customer interaction with a personalized chat widget. It facilitates targeted, behavior-driven chats, file sharing, and customer feedback collection. Zendesk’s chatbot feature ensures 24/7 support and compatibility, and platforms such as WordPress and Shopify add to its flexibility. Zendesk is ideal for businesses looking for AI-powered customer support solutions. Prices begin at $19 per agent per month with a 14-day free trial.
Key features:
- Customizable chat widget
- AI-driven chatbots
- Integration with popular platforms
- Targeted chat capabilities
- Comprehensive analytics
Freshchat
Freshchat is known for its easy-to-build, no-code chatbots that facilitate intelligent conversations. It equips agents with real-time customer context to improve service quality. Freshchat smoothly integrates with CRM platforms, proving to be an asset for customer support and interaction. Tailored for businesses utilizing Freshworks solutions, Freshchat provides subscription options starting from $15 per month.
Key features:
- No-code chatbot creation
- Real-time customer context
- CRM integration
- Customizable chat widgets
- Advanced reporting metrics
Intercom
Intercom’s live chat software enables real-time customer interactions. It uses chatbots to assess potential leads and direct them to the right customer support agent. Intercom’s compatibility with a range of applications guarantees functionality across various systems. It provides options like a shared inbox and conversation routing, making it ideal for scaling businesses. The pricing begins at $20 per month, with a 14-day free trial.
Key features:
- Advanced chatbots
- Integration with 250+ apps
- Shared inbox
- Conversation routing
- Real-time customer support
LiveAgent
LiveAgent is a customer support software that allows businesses to integrate live chat functionality into their websites. It will enable businesses to customize widgets to match their branding, and support agents can preview customer input before sending. LiveAgent also allows for pre-written responses to FAQs. Enterprises can configure chat routing to distribute conversations in various ways. It tracks visitor information like chat history, time on site, geographic location etc. It offers an omnichannel help desk and ticketing system. This software provides real-time reporting and analytics, including customer service metrics and agent rankings. Most suitable for small to medium-sized business setups, LiveAgents pricing has a free plan with basic features. There is also a 30-day trial period.
Key features:
- Customizable chat widgets
- Gamification elements
- Multi-channel integration
- Comprehensive support suite
- Robust reporting tools
LiveChat
LiveChat is a customizable business live chat software for e-commerce and B2B SaaS companies. It allows organizations to add live chat support to their websites or apps using a customizable widget, letting them personalize the experience with custom colors, agent profiles, and website placement. LiveChat also includes an AI writing assistant. It supports omnichannel messaging, including voice, video, and screen-sharing capabilities. It allows businesses to share products via live chat using product cards, which customers can click on to add to their cart.
LiveChat also offers reporting and analytics functionality, allowing businesses to access chat reports with metrics like total chats, missed chats, chat satisfaction, and response time. However, advanced features are available only in higher-cost plans. Pricing starts at $20 per month/ per agent, with a free trial available.
Key features:
- Real-time chat
- Targeted messaging
- Robust reporting
- Chatbot capabilities
- Team management tools
LivePerson
LivePerson is a multi-channel live chat service designed to facilitate customer interactions across channels. Its AI bots and analytical tools enhance customer engagement and service excellence. LivePerson collaborates with platforms, making it a versatile choice for businesses looking for a chat service that spans multiple channels. For pricing information, you can request details directly.
Key features:
- AI-powered bots
- Multi-channel support
- Comprehensive analytics
- Seamless integration
- Real-time customer interactions
Tidio
Tidio Chat combines live chat widgets, email, and Facebook Messenger to streamline customer communication. With chat options, canned responses, and offline forms, it caters to a range of business requirements. Tidio provides four pricing tiers, including a plan, with some limitations.
Key features:
- Proactive chat
- Canned responses
- Offline forms
- Customizable branding
- Integration capabilities
REVE Chat
Combining live chat with chatbot capability driven by AI, REVE Chat is an omnichannel customer interaction platform for enhanced customer experience. This feature-packed plugin helps you generate twice as many leads, streamline your customer communication strategy, and increase sales. With it, your website becomes an instant messaging platform by combining the advantages of IM and Live Chat. Enterprises may start and finish more discussions on their websites. It helps in improved engagement, increased conversion rates, and decreased digital advertising expenditures. The AI-powered Chatbot automates 75% of inquiries, improving response time and customer satisfaction. Pricing for REVE Chat starts at $15 per month, with the option of 14 days free trial.
Key features:
- AI-powered chatbot
- Video chat
- Co-browsing
- CX analytics tools
- Multi-channel support
Hiver
Hiver is a live chat software ideal for team collaboration and customer support. It has a user-friendly interface, allowing organizations to provide timely and efficient customer support, streamline internal communication, assign tasks, track progress, and maintain a unified approach to managing email interactions. Its seamless integration with email platforms like Gmail transforms email inboxes into collaborative workspaces for real-time customer support and internal team communication. Hiver allows users to assign tasks directly within email threads, converting customer inquiries into actionable tasks and efficiently tracking them within the same email interface. The pricing for Hiver begins at $19 per user per month, with a 7-day trial.
Key features:
- Shared inbox
- Task assignment
- Seamless email integration
- Collision alerts
- Note-taking and tagging
How to choose live chat software?
When choosing live chat software for your company, a few things must be considered before making an informed decision. Here are five key factors to help steer your choice:
1. Identify your needs
Begin by pinpointing the issues you want to tackle using chat software. Figure out the features and functions needed to fill these gaps. For example, if you aim to improve customer interaction, look for a live chat service platform with engagement tools and user-friendly interfaces.
2. User base and licensing
Assess who will be using the live chat service within your organization. Will it be limited to the customer service team, or will other departments also need access? Understanding this helps evaluate costs and ensure you choose live chat support for the website that offers the necessary number of licenses and user-friendly experiences for all.
3. Integration capabilities
When considering incorporating live chat software into your tech setup, assess how well it aligns with tools like CRM, HR software, or accounting systems. The best live chat software should smoothly integrate with your existing tools and be capable of serving as a unified solution that can replace multiple systems.
4. Desired outcomes
When considering the integration of chat software, it’s essential to outline the desired results. Whether you aim for customer satisfaction, higher conversion rates, or improved visibility, performance-establishing goals will enable you to evaluate various live chat solutions more efficiently and choose the one that best fits your business objectives.
5. Organizational fit
Evaluate how the live chat system will integrate into your company’s workflows and delivery methods. Pinpoint opportunities for streamlining existing procedures and confirm that the new platform tackles these challenges. Keep in mind that the tool used may not always be the ideal match for every enterprise; customize your selection based on your specific requirements.
6. Customization capabilities
Opt for a live chat software that allows customization. To ensure cohesion across all customer care channels, it is essential to customize the live chat window and interactions according to your brand’s style and preferences.
7. Scalability
Scalability is essential while picking live chat software. It is important as it assures the system can grow alongside your business. As customer interactions soar up, the software should handle higher chat volumes without compromising performance. It should also allow adding features and integrations to meet evolving business needs.
8. Security and compliance
Security and compliance are non negotiable in protecting customer data and maintaining trust. The live chat software should adhere to industry standards, norms and regulations, such as GDPR or HIPAA, ensuring that sensitive information is encrypted and securely stored. Robust security measures help minimize risks associated with data breaches and unauthorized access.
Assure your customers that there data is safe
Live chat software – Key takeaways
As we conclude, it’s time to recall the live chat software’s meaning, importance, types, and key features. It is essential for real-time, text-based communication between businesses and customers. It maximizes user experience by providing instant responses, integrating with knowledge bases, and offering features like automated responses and video chats.
A high-quality live chat solution boosts sales, increases customer satisfaction, and saves operational costs. We have covered top platforms that excel in delivering outstanding live chat solutions, each offering unique features to boost customer support and streamline operations. Now, you also have a comprehensive list of some of the best platforms providing outstanding live chat software, including Yellow.ai, Zendesk, Freshchat, Intercom, LiveAgent, LiveChat, LivePerson, Tidio, REVE Chat, and Hiver.
The future of live chat software is on the brink of advancement thanks to progress in AI and automation. Businesses must utilize chat solutions to keep up with the competition, as the market is projected to hit $889.6 million by 2028. Innovations like AI-driven chatbots, personalized customer interactions, and seamless support across channels are set to transform the industry.
As per a report from Allied Market Research, the live chat software market is expected to grow at a CAGR of 8.8%. It may be news for many that around 81% of customer service teams are looking to boost their investments in chat recognizing its impact on enhancing the customer experience. Embracing these new technologies will empower businesses to meet evolving customer expectations and significantly improve service efficiency and customer satisfaction.
FAQ: Live chat software
How does live chat software work?
Live chat software embeds a chat interface into a website or mobile application, enabling real-time text-based conversations between clients and customer service representatives. This setup relies on a server to oversee messages, guaranteeing smooth interactions. Many live chat software has advanced features, including automated replies, synchronization with CRM platforms, and data analysis tools for monitoring performance, making it a comprehensive live chat resolution.
How can live chat software improve customer service?
Live chat tools improve customer service by offering assistance, reducing response times, and boosting customer happiness. This quick response time enables companies to handle questions and concerns promptly, enhancing the user experience. Moreover, features like canned responses and seamless integration with information databases assist agents in providing precise details promptly, making live chat service on websites a crucial asset for optimizing customer service.
What features should I look for in live chat software?
When selecting the best live chat software, prioritize features such as integration capabilities with existing tools, customization options, user-friendly interface, and robust analytics. Look for solutions offering automation, such as chatbots, to handle common queries and free up agents for more complex issues. Comprehensive reporting tools are essential for tracking performance and making data-driven improvements to your live chat service.
How do I implement live chat software on my website?
Implementing live chat software on your website requires choosing the platform, embedding the chat widget into your site’s code, and personalizing it to align with your brand. Many service providers provide easy-to-follow instructions and support for smooth integration. Once everything is set up, train your team on utilizing the software and monitor the system to guarantee it delivers the expected customer support experience.
How much does live chat software cost?
The price of live chat software depends on several factors, like its list of key features, integration ability, and the number of users and period required. Pricing plans are often designed as monthly or annual billing. There are also free plans with basic features and limited abilities, apart from free trials. Some of the best live chat software have entry-level plans starting as low as $15 per agent per month, while more advanced plans with additional features can go up to $100-plus per month.
