Categories   >   Live Chat Software
Last Reviewed: November 19th, 2024

Best Live Chat Software Of 2024

What is Live Chat Software?

Live chat software facilitates real-time communication between businesses and website visitors through chat windows. It aims to improve customer service by offering immediate assistance, increasing engagement, and boosting sales conversions. Compared to traditional email or phone support, live chat offers faster response times, higher customer satisfaction, and valuable sales opportunities. Key functionalities include chat widgets, agent management tools, chat transcripts, file sharing, and automated greetings. Emerging features involve chatbots for basic inquiries, AI-powered sentiment analysis, and proactive chat invitations. Customer-facing industries like e-commerce, SaaS, and travel benefit most, as well as any business prioritizing efficient customer support and lead generation. Limitations include potential reliance on agent availability and the inability to fully replace the nuance of human interaction. However, live chat software remains a valuable tool for enhancing customer experience, driving sales, and gaining valuable insights into customer behavior. In essence, it offers a convenient, immediate, and personalized communication channel that fosters stronger relationships and business growth.

What Are The Key Benefits of Live Chat Software?

  • Faster issue resolution
  • Increased customer satisfaction
  • Improved conversion rates
  • Reduced support costs
  • Proactive customer engagement
  • Valuable customer insights
  • 24/7 availability (via chatbots)
  • Personalized communication
  • Competitive advantage
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SelectHub Award Winners - Array

Our Research Analysts evaluated 125 solutions and determined the following solutions are the best Live Chat Software overall:

Overall

  • 90 LiveChat
    Best Overall, Integration and Extensibility
  • 89 LiveAgent
    Best for Ticket Management
  • 86 Freshchat
    Best for Platform Capabilities
  • 84 Crisp
    Best for Customer Collaboration
  • 84 Drift
    Best for Online Visitor Management
  • 82 Zoho SalesIQ
    Best for Conversation Management, Online Visitor Management
  • 82 Intercom
    Best for Online Visitor Management
  • 80 JivoChat
  • 78 Olark
  • 77 Userlike
    Best for Online Visitor Management
LiveChat Award
LiveChat
LiveChat
Start Price
$20
Per User, Monthly
Analyst Rating
90
SelectHub’s Analyst Rating for LiveChat, is based on data from our 400+ point analysis of Live Chat Software, user reviews, and our own crowd-sourced data from our free software selection platform. Scores are periodically updated via ongoing selection projects and user activity within our platform.
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Why We Picked LiveChat

LiveChat is often praised for its user-friendly interface and ease of setup. It seamlessly integrates with various platforms and offers a wide range of customization options. One of its strengths is the ability to create automated chatbots, which can handle simple inquiries and free up agents for more complex tasks. LiveChat's analytics and reporting capabilities provide valuable insights into customer interactions, allowing businesses to optimize their support strategies. It compares favorably to similar products due to its comprehensive feature set, intuitive design, and robust reporting functionality. These factors are crucial for businesses seeking a reliable and efficient live chat solution.

However, some users have expressed concerns about occasional technical glitches and limited customization options for chatbots. Additionally, LiveChat's pricing can be a consideration for smaller businesses or those with limited budgets. Despite these minor drawbacks, LiveChat remains a top choice for businesses seeking a comprehensive and user-friendly live chat solution. Its strengths in ease of use, automation capabilities, and reporting functionality make it particularly suitable for businesses looking to improve customer support efficiency and gain valuable insights into customer interactions.

Pros & Cons

  • Seamless Customer Support: LiveChat enables real-time communication, allowing businesses to resolve customer queries promptly and efficiently, enhancing customer satisfaction.
  • Personalized Interactions: Agents can access customer history and context, facilitating personalized interactions that build stronger relationships and drive loyalty.
  • Increased Conversion Rates: LiveChat provides an opportunity to engage with website visitors proactively, addressing objections and guiding them through the conversion funnel.
  • Improved Team Collaboration: LiveChat fosters collaboration between agents, allowing them to transfer chats seamlessly and share customer information for effective problem-solving.
  • Comprehensive Analytics: LiveChat offers robust analytics that provide valuable insights into customer behavior, enabling businesses to optimize their live chat strategy and measure its impact.
  • Inconsistent Agent Availability: Users experience frustration when they are unable to connect with a live agent during critical moments, leading to unresolved queries and dissatisfaction.
  • Limited Customization Options: Predefined chat templates and inflexible chat window designs restrict businesses from tailoring the live chat experience to match their brand identity and specific needs.
  • Data Security Concerns: Users are hesitant to provide sensitive information through live chat platforms due to concerns about data privacy and the potential for security breaches.
  • Delayed Response Times: Slow response times can lead to frustration and abandonment, especially during peak hours when users expect immediate assistance.
  • Lack of Proactive Engagement: Live chat software that lacks proactive engagement features limits the ability of businesses to initiate conversations and proactively address customer needs.

Key Features

  • Ticketing System: This module streamlines and simplifies the process of managing tickets. Users can create tickets from email or chat, group related cases with tags, assign tickets, schedule automated follow-ups and track open cases via a dashboard. Any messages sent after hours are saved as a ticket so no conversations are left untouched. 
  • Chat Routing: This feature ensures that customers speak to the most suitable agent based on department (sales or service, for example). Incoming chats can be routed automatically based on criteria like URL, or they can enter a queue for agents to manually select from. 
  • Reporting: A range of reports and analysis tools grant visibility into support efforts for a better understanding of performance. Managers can project staffing needs, monitor agent activity, track effectiveness via ticket statistics, drill down based on tags or groups and view high-level metrics like number of chats. Reports can be scheduled and delivered in multiple formats including CSV and XLS. 
  • Marketplace: LiveChat offers integration with more than 170 third-party tools for CMS, CRM, help desk, analytics, email marketing and e-commerce. Integrations include Slack, Calendly, Dropbox, Salesforce, Google Analytics, Facebook Messenger, ChatBot and MailChimp. 
  • Eye-Catcher: This tool increases engagement with chat widgets by letting users add visuals like images and GIFs that help draw attention to the chat. 
  • Notifications: This feature prevents messages from going unanswered via visual and audio alerts. Users can select the type of notifications to receive — new messages, new chats, etc. 
  • File Sharing: Reps can provide information when needed through this feature, such as sharing tutorials or marketing collateral. Visitors can also share files. 
  • Chat Archives: Users don’t have to worry about losing historical information with the ability to refer to chat histories. This feature is included in all plans, but the Starter package has a limit of 60 days. 
  • E-Commerce: Managers are able to estimate and measure the effectiveness of LiveChat with tools for goal setting and sales tracking. 
  • Security: LiveChat provides robust security via SSL encryption, single sign-on (SSO), two-step authentication, credit card masking, access restriction and audit logs. It’s hosted on U.S. or E.U. data centers and supports IP blocking. 
LiveAgent Award
LiveAgent
LiveAgent
Start Price
$9
Per Agent, Monthly
Analyst Rating
89
SelectHub’s Analyst Rating for LiveAgent, is based on data from our 400+ point analysis of Live Chat Software, user reviews, and our own crowd-sourced data from our free software selection platform. Scores are periodically updated via ongoing selection projects and user activity within our platform.
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Why We Picked LiveAgent

LiveAgent offers live chat and helpdesk capabilities, including advanced ticketing. Users can access and update all aspects of a given customer account. Interactive tools, automated behavior reply terminology, live queries management and intuitive onboarding are some aspects of the software that users appreciate. However, some users noted that the software is pricey and the UI is dated. They also reported issues with the payment gateway, mobile app design, service experience feedback and somewhat limited integration options, in terms of other social media and chat platforms. All things considered, LiveAgent is a decent live chat software suitable for businesses of all sizes.

Pros & Cons

  • Usability: 77% of users who reviewed this aspect said the software is easy to use and navigate.
  • Pricing: According to 82% of reviews on this element, the software offers many features at a great price.
  • Customer Service: The customer support channels are responsive and useful, according to 91% of users reviewing support.
  • Integration: 86% of users who mentioned this aspect said that the software offers multiple integrations.
  • Mobile Application: 84% of users who reviewed the mobile app stated that the notifications, features and design could be improved.

Key Features

  • Ticketing System: Provide customer service with a centralized response system. Address inquiries from one inbox, update ticket status, gather customer data to identify and solve problems and distribute cases automatically to ensure fast resolution of queries. 
  • Call Center: Organize sales and provide support by managing customer calls on a unified platform. Connect devices, add agent phone numbers, place a call button on the website and make calls from the computer. Automate responses with IVR, route conversations to skip unnecessary waiting times, track missed calls using the callback feature and record talks without size limitations. 
  • Analytics and Reports: Get insights into the team performance, agent rankings, usage statistics, customer satisfaction ratings, SLA metrics, support channels and other key benchmarks to improve business practices, products and services. Access tag, SLA compliance, channel, department time reports. 
  • Data Protection: Enhance safety standards with help desk features to protect customer data and company practices. Ban IP addresses to limit irrelevant inquiries, enable secure login with 2-step verification, protect data between the browser and software using HTTPS encryption and store information in the data center for effective management. 
  • Gamification: Take advantage of innovative elements to increase engagement and customer retention. Use customizable badges based on the worker’s performance and benchmarks and leaderboards to showcase achievements. 
  • Customer Portal: Create product and brand-specific categories to help customers with self-service content and onboarding. Build knowledge bases using articles, guides, screenshots, videos, search widgets, suggestion forums and other problem-solving information to provide 24/7 customer support and boost website traffic. 
  • Automated Replies: Create automation rules to manage the high volume of tickets with predefined actions. Transfer tickets to departments, add tags, mark and resolve tickets with system actions and minimal guided intervention. Manage rules to organize tickets effectively, improve response time and reduce support costs. 
Freshchat Award
Freshchat
Freshchat
Start Price
$19
Per Agent, Monthly
Analyst Rating
86
SelectHub’s Analyst Rating for Freshchat, is based on data from our 400+ point analysis of Live Chat Software, user reviews, and our own crowd-sourced data from our free software selection platform. Scores are periodically updated via ongoing selection projects and user activity within our platform.
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Why We Picked Freshchat

Freshchat has carved out a niche for itself in the customer communication platform market, offering a compelling blend of features and affordability that resonates with many users. Reviewers frequently highlight the platform's intuitive interface and ease of use, making it a popular choice for businesses transitioning from simpler live chat solutions or those new to the world of customer messaging platforms. The seamless integration with other Freshworks products, such as Freshdesk and Freshsales, is another major draw, providing a unified view of customer interactions and streamlining workflows. This integration is particularly beneficial for businesses already invested in the Freshworks ecosystem, allowing them to leverage existing data and processes without the need for complex integrations.

However, some users note that Freshchat's reporting and analytics capabilities could be more robust, especially when compared to competitors like Intercom or Zendesk Chat. While the platform offers basic reporting features, it may not provide the depth of insights needed by larger businesses or those with complex reporting requirements. Additionally, some users mention occasional limitations in customization options, particularly regarding chat widget appearance and branding. Despite these drawbacks, Freshchat's strengths in user-friendliness, affordability, and integration make it a compelling option for small to medium-sized businesses seeking a reliable and easy-to-implement customer messaging solution. Its focus on core live chat functionality and seamless integration with other Freshworks products makes it particularly well-suited for businesses already using or considering other tools within the Freshworks ecosystem.

Pros & Cons

  • Unified Platform: Freshchat offers a comprehensive customer engagement platform, bringing together live chat, bots, and social media messaging into one interface. This streamlines workflows and provides agents with a holistic view of customer interactions.
  • Customization Options: Users appreciate the ability to tailor the chat widget's appearance and behavior to match their brand and website. This includes customizing the widget's color, position, and welcome message, creating a seamless brand experience for visitors.
  • Automation Capabilities: Freshchat's automation features, such as chatbots and canned responses, help to improve agent productivity and response times. Chatbots can handle routine inquiries, while canned responses provide quick answers to frequently asked questions, freeing up agents to focus on more complex issues.
  • Reporting and Analytics: The platform offers robust reporting and analytics tools, providing insights into chat volume, agent performance, and customer satisfaction. This data empowers businesses to make data-driven decisions and continuously improve their customer support operations.
  • Limited Customization: Freshchat offers limited options for customizing the chat widget's appearance and behavior, making it challenging for brands to achieve a seamless integration with their website's design and user experience.
  • Mobile App Shortcomings: The mobile app for agents has received criticism for its occasional glitches and lack of features compared to the desktop version, hindering efficient communication and issue resolution on the go.
  • Reporting Limitations: Some users find the reporting and analytics capabilities of Freshchat to be somewhat basic, lacking the depth and granularity needed for comprehensive performance evaluation and data-driven decision-making.
  • Pricing Structure: The pricing structure, particularly for larger teams or those requiring advanced features, can be a deterrent for some businesses, especially when compared to alternative solutions in the market.

Key Features

  • Messaging Channels: Receive, manage and respond to conversations from multiple channels from a unified inbox. Stay connected with ERP and CRM to automate queries in advance. Launch bots to automate tasks based on hours. 
  • Campaigns: Design flows and set timings to trigger targeted audience emails. Send emails based on user intent and website behavior. Set up different timings to re-engage or send invites and reminder emails. Analyze data gathered from previous campaigns and optimize performance accordingly. 
  • Chatbots: Create bots with the easy-to-use, low code bot builder. Build multiple bots to handle tasks like answering customer questions, updating data or building a single bot to handle multiple tasks. Set up bots for different cases with a predefined, ready-to-use template. 
Crisp Award
Crisp
Crisp
Start Price
$25
Per Workspace, Monthly
Analyst Rating
84
SelectHub’s Analyst Rating for Crisp, is based on data from our 400+ point analysis of Live Chat Software, user reviews, and our own crowd-sourced data from our free software selection platform. Scores are periodically updated via ongoing selection projects and user activity within our platform.
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Why We Picked Crisp

The ability to centralize communication channels is a game-changer for businesses seeking efficiency and a streamlined workflow. Over the past year, Crisp has consistently received positive feedback for its ability to consolidate various communication channels, including live chat, email, and social media, into a single platform. Users appreciate the convenience of managing all customer interactions from one place, eliminating the need to switch between multiple tools and improving response times. The platform's intuitive interface and user-friendly design have also been praised, making it easy for teams to adopt and navigate the system effectively.

While Crisp offers a robust set of features, some users have noted that the platform's customization options can be limited compared to competitors like Intercom or Zendesk. For instance, customizing chatbots or creating complex automation workflows may require more advanced technical skills or additional development work. Additionally, while Crisp's pricing is generally considered competitive, some users with larger teams or higher message volumes have found the cost to be a factor. Despite these limitations, Crisp's strengths in communication consolidation, ease of use, and affordability make it a compelling option for small to medium-sized businesses (SMBs) seeking to enhance their customer support operations and improve overall communication efficiency. The platform's focus on core features and intuitive design allows SMBs to quickly implement and utilize the system without requiring extensive training or technical expertise.

Pros & Cons

  • Unified Inbox: Streamlining communication by consolidating messages from various channels like email, live chat, and social media into a single interface is a major draw for users. This eliminates the need to juggle multiple platforms and ensures no message slips through the cracks.
  • Chatbots & Automation: Crisp's chatbot functionality empowers businesses to automate routine tasks, such as answering frequently asked questions or qualifying leads. This not only saves time but also ensures prompt responses to customer inquiries, even outside of business hours.
  • Customization Options: The ability to tailor the live chat widget's appearance to match a company's branding is a significant advantage. This visual consistency reinforces brand identity and creates a more cohesive user experience.
  • Knowledge Base Integration: Connecting a knowledge base to the live chat system allows agents to quickly access and share relevant information with customers. This feature enhances the efficiency and effectiveness of customer support interactions.
  • Limited Customization: Crisp's customization options for the chatbox and widget can feel restrictive to users who desire a more tailored look and feel to match their brand identity. For example, modifying the chatbox's color scheme or font choices might be limited, hindering seamless integration with a company's website design.
  • Mobile App Shortcomings: The mobile app version of Crisp has received feedback regarding occasional lag and a less intuitive interface compared to the desktop version. This can lead to frustration for users who rely on managing customer interactions while on the go.
  • Pricing Structure: While Crisp offers a free plan, some users find the jump in features and capabilities between the free and paid plans to be significant. The cost of upgrading to access essential functionalities like chatbots or advanced reporting can be a deterrent for smaller businesses or teams with budget constraints.

Key Features

  • Cobrowsing: Cobrowse and share notes with website visitors instantly using MagicBrowse. No need for any additional plugins. Eliminates going back and forth between web pages. 
  • Real-Time Dashboard: Centralize customer data in a single dashboard with advanced filters. Access details, private data and track user activity to monitor customer lifecycles in real time. 
  • Drip Campaigns: Personalize messages and send them via emails and campaigns automatically. Create automated email marketing, target the right customers and trigger campaigns using easy sequences. 
  • Chatbots: Create a seamless workflow using a no-code builder and visual editor that everyone in the organization can access. Route customer queries to support automatically. Forwards all information to the CRM without any coding requirements. Customize the chatbot as needed. Personalize messages for multiple channels using a single script. 
  • Live Chat: Create automated messages targeted at customers based on website activity. Share information including images, documents and files using the chat widget. Resolve quick queries by allowing access to help articles or relevant content directly via live chat. Provide access to fun games like CrispyBird to keep customers engaged during offline mode. 
  • CRM: Integrates real-time notifications and customer insights. Provides easy access to contact details and customer data. Retarget users by sending the right message using customer segmentation. Tag customers manually or automatically to build strong relationships. Manage leads by centralizing lead information into a single dashboard. Engage and monitor users’ website activity using MagicMap. 
  • Status Page: Update and alert customers regarding system status by sending notifications in emails and Slack. Add a widget on the homepage to check immediate website status. Avoid flooding of tickets during frequent system outages. 
  • Shared Inbox: Keeps messages from external channels synced and centralized. It organizes, manages and collaborates messages from multiple social media websites. Offers real-time communication by mentioning teammate’s name on targeted threads. Prioritizes tasks that need attention and answers customer queries automatically. Reroute conversations for faster resolution. Follow up customer leads by setting reminders. 
Drift Award
Drift
Drift
Start Price
$2,500
Monthly
Analyst Rating
84
SelectHub’s Analyst Rating for Drift, is based on data from our 400+ point analysis of Live Chat Software, user reviews, and our own crowd-sourced data from our free software selection platform. Scores are periodically updated via ongoing selection projects and user activity within our platform.
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Why We Picked Drift

Drift streamlines business communications using live chat widgets, custom chatbots, videos and integrations. According to reviews, it offers a user-friendly platform, detailed reporting tools, useful lead routing and excellent customer support.
Users appreciated that it helps to generate leads and navigate complex sales. However, some users reported technical issues with push notifications and chats, and some considered the product expensive.
Overall, Drift is suitable for businesses seeking to improve and refine their customer engagement.

Pros & Cons

  • Usability: According to 90% of users who mentioned this aspect, the software is intuitive and easy to use.
  • Reporting: 73% of users who commented on this aspect said the reports are clear and detailed.
  • Multimedia Capabilities: According to 60% of users who reviewed this aspect, it’s easy to create, record and share videos.
  • Customer Service: 70% of users who reviewed this element said that customer support is attentive and professional.
  • Cost: According to 80% of users who mentioned this, the product is expensive, making it unaffordable for small businesses.

Key Features

  • Reports: Get detailed reports on website engagement, team performance, sales, response time, routing, leads acquired and other performance metrics.
  • Playbooks: Leverage automated message workflows that use IP data to create customized chat experiences for users, send targeted messages, run marketing campaigns, monitor site visitors and connect leads to teams.
  • API and Integration: Use the API to access bot features, sync contacts, enable permissions for agent information, support widget configurations and assist with data retrieval and deletion. Integrate with Hubspot, Salesforce, Zapier, Marketo and Clearbit.
  • Email Bots: AI-powered email bots manage email conversations with contacts, improve conversion rates, distinguish human email replies from autoresponders and route them to the right representatives, guarantee follow-ups, track responses and drive more pipelines.
  • Customer Data: Collate user data from third-party sources like Crunchbase, SixSense, and ZoomInfo to segment and personalize customer information. Collect and manage contact profiles with fields like visitor name, contact details, company name and industry.
  • Visitor Intelligence: Increase website engagement and personalize interactions using Visitor Intelligence. This visitor identification software records information shared by customers, like email address or location, and uses it to personalize customer interactions with the bot.
  • Live Chat: Connect with website visitors, capture leads, engage target accounts and manage conversations with multiple inboxes. Make internal notes and get conversational ratings on the website.
Zoho SalesIQ Award
Zoho SalesIQ
Zoho SalesIQ
Start Price
$7
Per Operator, Monthly
Analyst Rating
82
SelectHub’s Analyst Rating for Zoho SalesIQ, is based on data from our 400+ point analysis of Live Chat Software, user reviews, and our own crowd-sourced data from our free software selection platform. Scores are periodically updated via ongoing selection projects and user activity within our platform.
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Why We Picked Zoho SalesIQ

Zoho SalesIQ, a customer engagement platform, has attracted a range of feedback from users over the past year. Reviewers frequently highlight the platform's affordability and comprehensive feature set as major advantages. The software offers live chat, visitor tracking, and automation tools at a competitive price point, making it an attractive option for small and medium-sized businesses seeking a cost-effective solution. Users appreciate the platform's ability to provide insights into visitor behavior, enabling them to personalize interactions and improve customer engagement. Additionally, Zoho SalesIQ's integration with other Zoho products, such as Zoho CRM, is seen as a significant benefit, streamlining workflows and enhancing data management.

However, some users have expressed concerns regarding the platform's user interface and occasional performance issues. The interface, while functional, is sometimes described as outdated and less intuitive compared to competitors like Intercom or Drift. Additionally, a few users have reported occasional lags or delays in the live chat functionality, which can impact the customer experience. Despite these drawbacks, many reviewers acknowledge that Zoho SalesIQ offers a robust set of features at an attractive price point, making it a viable option for businesses prioritizing affordability and functionality over cutting-edge design and performance.

Zoho SalesIQ is particularly well-suited for small to medium-sized businesses seeking a comprehensive and affordable customer engagement solution. Its feature set, including live chat, visitor tracking, and automation tools, provides valuable insights into customer behavior and facilitates personalized interactions. The platform's integration with other Zoho products further enhances its value proposition for businesses already utilizing the Zoho ecosystem. While the user interface and occasional performance issues may deter some users, Zoho SalesIQ's affordability and comprehensive functionality make it a compelling option for businesses looking to optimize their customer engagement strategies without exceeding their budget.

Pros & Cons

  • Extensive Customization: Zoho SalesIQ allows users to personalize chat widgets to match their branding, creating a seamless experience for visitors. This includes modifying the chat window's appearance, language, and automated messages.
  • Visitor Tracking: Gain valuable insights into visitor behavior on your website. Understand their navigation patterns, identify pages of interest, and even see what they type before sending a message. This knowledge empowers proactive engagement and personalized interactions.
  • Lead Scoring: Automatically qualify leads based on their behavior and interactions on your website. Assign scores based on specific criteria, such as pages visited or time spent on site, helping your sales team prioritize and focus on the most promising prospects.
  • Limited Customization: Users express frustration with the inability to tailor the chat widget's appearance extensively to match their brand aesthetics beyond basic color changes. This lack of flexibility can lead to a disconnect between the chat widget and the overall website design.
  • Mobile App Shortcomings: The mobile app for Zoho SalesIQ receives criticism for its limited functionality and occasional performance issues. Users report difficulties in accessing certain features and experiencing delays in notifications, hindering their ability to respond promptly to customer inquiries.
  • Reporting Limitations: While Zoho SalesIQ offers reporting capabilities, some users find them to be insufficient for in-depth analysis. The reports lack granularity and customization options, making it challenging to extract specific insights and track key performance indicators effectively.

Key Features

  • Monitoring: Monitor agent performance by analyzing concurrent chats, progress and average response time, including idle and online hours, in real time. 
  • Smart Chatbots: Maximize customer outreach by automating daily interactions. Create workflows and customize response messages with codeless bots. It answers common queries and responds using the resource library. Gain full control over the chatbot’s behavior for deeper insights. 
  • Visitor Tracking: Gather complete customer information, including visitor details, conversation, time spent, location, last active time, traffic source and more. It indicates if the visitor is idle, busy or available. It provides multiple viewing options like ring view for hot prospects and list view for cold prospects. 
  • Smart Widgets: Customize app integration using widgets. Add auto-sync to prevent double data entries. Create and manage data displayed on widgets with form controllers. 
  • Reports and Analytics: Gather complete visitor information and identify potential leads using drill-down reports. Track and optimize website performance through visitor footprint, drop-offs and top performing pages. 
  • CRM Integration: Provides seamless integration with multiple business applications. Increase sales by identifying potential leads, engaging and converting prospects. Route chat conversations to the relevant department for deeper insights. Receive notifications whenever a new or existing prospect visits the website. 
Intercom Award
Intercom
Intercom
Start Price
$39
Per Seat, Monthly
Analyst Rating
82
SelectHub’s Analyst Rating for Intercom, is based on data from our 400+ point analysis of Live Chat Software, user reviews, and our own crowd-sourced data from our free software selection platform. Scores are periodically updated via ongoing selection projects and user activity within our platform.
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Why We Picked Intercom

Intercom offers a comprehensive platform to manage communications and increase engagement, via chatbots, product tours, email campaigns, automated answers and more. Based on user reviews, the product offers an intuitive interface, excellent customer support and useful onboarding resources. Users appreciated that they can customize automated tasks and in-app messages.

Many reviewers also liked that they can assign conversations, use add-ons, send emails, send attachments and handle all customer outreach from a single platform. However, some users mentioned that the product is expensive and has limited reporting capabilities. All things considered, Intercom is a great solution for businesses in need of a complete communications platform.

Pros & Cons

  • Usability: The platform is easy to use, straightforward and intuitive, according to 94% of users who commented on this aspect.
  • Customer Support: According to 74% of users who mentioned this, support reps are knowledgeable and helpful.
  • Training: Of the total users who commented on this feature, 90% liked the onboarding resources, training guides and simplicity of navigation.
  • Communication: 90% of users who commented on this appreciated being able to answer a high volume of questions, customize bots, automate responses and organize conversations.
  • Value for Money: The pricing is hard to understand and skews expensive, according to 100% of users who mentioned this.
  • Reporting: According to 67% of users who reviewed this feature, internal reports are limited and inaccurate.

Key Features

  • Mobile Carousels: Manage communication with a customizable, code-free interface on a single or multiple screens. Request device permissions, add deep links, send dynamic carousel messages, open URLs, start conversations in the messenger and give users the option to chat with support. 
  • Team Messaging: Organize and respond to conversations on web, mobile and email and social channels from a central location. Create separate inboxes for support and sales, set permissions and use notes to collaborate on difficult questions.  
  • Product Tours: Create customizable interactive guides to orient new customers and explain products.  
  • Series Visual Campaign Builder: Use a drag-and-drop visual campaign builder to create behavior-based customer messaging campaigns. Send in-app and in-product messages and make feature announcements. Adjust paths for wait time, message type and unique tags. 
  • Conversational Support: Manage, route and prioritize conversations. Automate answers to common questions with the Resolution Bot. Customize user experience with intelligent chatbots based on customer behavior. 
  • Customer Data: Track unique business and customer data, like business type, location, pricing plan, product type and spend. Integrate data from a tech stack to personalize interactions and keep information up to date.
JivoChat
JivoChat
Start Price
$19
Per Agent, Monthly. Freemium
Analyst Rating
80
SelectHub’s Analyst Rating for JivoChat, is based on data from our 400+ point analysis of Live Chat Software, user reviews, and our own crowd-sourced data from our free software selection platform. Scores are periodically updated via ongoing selection projects and user activity within our platform.
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Why We Picked JivoChat

JivoChat has carved out a niche for itself in the customer communication platform market, attracting a loyal following due to its unique blend of features and affordability. Users frequently highlight the platform's intuitive interface and ease of use, making it a popular choice for businesses transitioning from more complex systems or those with limited technical expertise. The seamless integration with popular CRM and e-commerce platforms like Shopify and WordPress further enhances its appeal, allowing for efficient customer data management and streamlined workflows. JivoChat's omnichannel capabilities, encompassing live chat, email, phone, and social media messaging, are particularly praised for providing a unified view of customer interactions and enabling businesses to respond promptly across various channels.

While JivoChat receives accolades for its user-friendliness and comprehensive features, some users point out areas for improvement. Occasional lags in the mobile app and limitations in customization options compared to competitors like Intercom or Zendesk are mentioned as drawbacks. Additionally, the absence of advanced reporting and analytics features may deter larger businesses seeking in-depth insights into customer behavior and agent performance.

JivoChat's competitive pricing structure, especially for small and medium-sized businesses, is a significant differentiating factor. The platform offers a free plan with basic features and affordable paid plans that scale with business needs. This affordability, coupled with its ease of use and omnichannel capabilities, makes JivoChat an attractive option for startups, e-commerce businesses, and customer support teams seeking a reliable and cost-effective solution to manage customer interactions efficiently.

Pros & Cons

  • Omnichannel Convenience: JivoChat allows businesses to manage communication across various channels like Facebook Messenger, WhatsApp, and Telegram, all within a single interface, streamlining customer interactions.
  • Proactive Engagement: The platform offers tools like visitor monitoring and automatic triggers, enabling businesses to proactively initiate chats with customers, potentially increasing engagement and sales.
  • Customization Options: JivoChat provides a high degree of customization, allowing businesses to tailor the chat widget's appearance and behavior to align with their branding and website design.
  • Mobile App: The availability of a mobile app ensures that businesses can stay connected and respond to customer inquiries even when they are away from their desks, enhancing responsiveness.
  • Limited Customization: JivoChat's customization options for the chat widget's appearance and behavior are relatively basic, making it challenging for businesses to achieve a seamless brand integration or a tailored user experience.
  • Mobile App Shortcomings: The mobile app has received user feedback pointing to occasional lagging and crashes, impacting the ability of agents to respond promptly and efficiently to customer inquiries on the go.
  • Occasional Glitches: Some users have reported experiencing occasional technical glitches, such as messages failing to send or the chat widget not loading properly, leading to potential disruptions in communication and customer frustration.

Key Features

  • Proactive Invitation: Identify, track and interact with customers using chat widget popup windows. Customize personalized messages with a call to action for instant assistance to queries, discounts, tips and advice. 
  • Visitor Tracking: Track the exact number of visitors browsing the website or individual landing pages. Identify new leads from different countries and cities with demographic data. Validate marketing campaigns and target customers by analyzing every new visitor. 
  • Mobile App: Stay connected and assist customers from anywhere via text or calls through Callback. It provides omnichannel support for visitors to chat live from any social media platform in an offline state. Send messages or make one-click calls using favorite messenger apps. 
  • Callback: Request instant calls and connect with clients within seconds. Send relevant documents, information or links and chat simultaneously to close deals faster. Schedule timings and receive calls as per convenience. 
  • Integrations: Assist visitors with over 20 integrations through the mobile app. It provides easy access to chats and messages within a single platform. It integrates well with CRM, apps, business tools, messaging platforms and more. 
  • Chat Trigger: Personalize conversations using different triggers. Customize chats based on the browsing history, most visited web pages, the number of pages viewed, returning visitors and more. 
Olark
Olark
Start Price
$29
Per Seat, Monthly
Analyst Rating
78
SelectHub’s Analyst Rating for Olark, is based on data from our 400+ point analysis of Live Chat Software, user reviews, and our own crowd-sourced data from our free software selection platform. Scores are periodically updated via ongoing selection projects and user activity within our platform.
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
Request Pricing Request Demo

Why We Picked Olark

Users of Olark, the live chat software, frequently praise its user-friendly interface and straightforward setup, making it a popular choice for businesses of all sizes. The platform's intuitive design allows customer service representatives to manage multiple conversations simultaneously, boosting efficiency and response times. Olark's reporting and analytics tools also receive positive feedback, providing valuable insights into customer interactions and team performance. However, some users note that Olark's customization options are somewhat limited compared to competitors like Zendesk Chat and LiveChat. While Olark offers basic customization features, businesses with complex branding or workflow requirements may find it restrictive. Additionally, Olark's pricing structure, based on the number of operators, can become expensive for larger teams.

Despite these limitations, Olark's strengths lie in its ease of use, affordability for smaller teams, and focus on core live chat functionality. This makes it an ideal choice for small to medium-sized businesses seeking a simple and effective solution to engage with website visitors and provide real-time support. Olark's emphasis on user-friendliness and essential features ensures that businesses can quickly implement and utilize the platform without a steep learning curve or excessive costs.

Pros & Cons

  • Simple to Use: Olark's interface is clean and intuitive, making it easy for users to navigate and find the features they need. The learning curve is minimal, allowing teams to get up and running quickly without extensive training.
  • Customization Options: Olark provides a variety of customization options, allowing users to tailor the chat experience to their brand and website. This includes customizing the chat box's appearance, creating automated messages, and setting up pre-chat surveys to gather visitor information.
  • Integrations: Olark integrates with numerous third-party applications, such as CRM systems, email marketing platforms, and help desk software. This allows users to streamline their workflows and improve efficiency by connecting Olark with their existing tools.
  • Real-Time Reporting: Olark offers real-time reporting features that provide insights into chat volume, visitor engagement, and agent performance. These reports help users track key metrics and make data-driven decisions to optimize their live chat strategy.
  • Limited Customization: Olark offers basic customization options, but users seeking advanced branding control or unique chat box designs may find the platform restrictive. For example, modifying the chat box's shape or adding interactive elements might not be possible.
  • Reporting Features: While Olark provides basic reporting on chat volume and agent activity, it may lack the depth of analytics that some businesses require. Users who need granular insights into customer behavior, chat flow, or agent performance might find the reporting capabilities insufficient.
  • Integrations: Olark integrates with popular CRM and helpdesk platforms, but the range of integrations might not be as extensive as some competitors. Users relying on niche or industry-specific software may encounter compatibility challenges.

Key Features

  • Reporting and Analytics: Sort and filter customer data based on satisfaction ratings and conversation tags. Check for highest and lowest rated chats. Filter most frequent chat topics. Receive automatic email summaries on a daily, weekly and monthly basis. Check which day and time the visitors are most interested. 
  • Chatbox Forms: Customize forms and pre-chat surveys to gather customer details before starting a conversation. Send offline messages via emails for agents to contact them as needed. Provide optional questions and add automated chat rules for frequent visitors. 
  • Team Management: Manage, monitor and keep track of team performance. Tracks activity reports and limits the number of chats for a single agent to handle. Assign chats to the next available agent if the current agent cannot assist the customer. Save links, documents, FAQs and product pitches for quick access. 
  • Integration: Choose the preferred software and stay connected with sales, marketing and support processes. Use live chat plugins to integrate with eCommerce platforms. Provides seamless integration with help desks, CRMs, team communication and marketing automation platforms. Customize integrations using Webhooks for platforms that do not support the preferred CRM. 
  • Canned Responses: Pre-program and personalize responses for the team and individual purposes with the text expander. Use shortcuts to recall long and common answers. 
  • Chatbox: Customize a chatbox that aligns with the website’s color and brand. Adjust shape, size, colors and position. Personalize live chat by using human avatars. Choose the language the user is comfortable with by picking from a list of available languages. 
Userlike Award
Userlike
Userlike
Start Price
$90
Monthly, Freemium
Analyst Rating
77
SelectHub’s Analyst Rating for Userlike, is based on data from our 400+ point analysis of Live Chat Software, user reviews, and our own crowd-sourced data from our free software selection platform. Scores are periodically updated via ongoing selection projects and user activity within our platform.
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
Request Pricing Request Demo

Why We Picked Userlike

Imagine a bustling marketplace where vendors showcase their wares, each vying for the attention of discerning customers. In the realm of customer communication software, Userlike stands as a stall adorned with vibrant tapestries, beckoning businesses with its promise of seamless interactions. User reviews from the past year paint a vivid picture of Userlike's strengths, weaknesses, and unique offerings, ultimately revealing the ideal customer for this versatile tool.

Users consistently praise Userlike's intuitive interface and ease of use, highlighting its straightforward setup process and user-friendly design. The platform's customization options also receive accolades, allowing businesses to tailor the chat widget's appearance and functionality to align with their brand identity. Userlike's omnichannel capabilities, integrating various communication channels like WhatsApp and Facebook Messenger, are lauded for streamlining customer interactions. However, some users note that the mobile app's functionality could be enhanced for a more seamless experience on the go. In comparison to competitors like Zendesk and Intercom, Userlike is often perceived as a more affordable and user-friendly option, particularly suitable for small and medium-sized businesses. Its focus on live chat and website messaging, as opposed to comprehensive customer service suites, makes it a more specialized tool.

Userlike emerges as an optimal choice for businesses prioritizing real-time customer engagement and seeking a user-friendly, customizable live chat solution. Its affordability and focused feature set make it particularly well-suited for small and medium-sized businesses aiming to enhance their online customer interactions without the complexity of a full-fledged customer service platform.

Pros & Cons

  • Intuitive Interface: Users frequently praise Userlike for its clean and user-friendly interface, making it easy for support agents to navigate and respond to customer inquiries efficiently. The platform's intuitive design minimizes the learning curve, allowing teams to get up and running quickly.
  • Customization Options: Userlike offers a high degree of customization, enabling businesses to tailor the chat widget's appearance and functionality to align with their brand identity and specific requirements. This flexibility empowers companies to create a seamless and consistent customer experience.
  • Omnichannel Capabilities: Userlike's omnichannel features allow businesses to manage customer interactions across various channels, including website chat, WhatsApp, Facebook Messenger, and SMS, all from a unified platform. This centralized approach streamlines communication and ensures a consistent customer experience across different touchpoints.
  • Integrations: Userlike integrates seamlessly with popular CRM, helpdesk, and e-commerce platforms, such as Salesforce, Zendesk, and Shopify. These integrations enable businesses to leverage existing customer data and streamline workflows, enhancing agent productivity and customer satisfaction.
  • Limited Customization: Userlike offers limited options for customizing the chat widget's appearance and behavior, making it challenging for brands to achieve a seamless integration with their website's design and user experience.
  • Feature Restrictions: Certain features, such as chatbots and advanced routing rules, are only available in higher-priced plans, potentially limiting the functionality for businesses with basic needs.
  • Mobile App Limitations: The mobile app for agents has received feedback regarding occasional performance issues and a less intuitive interface compared to the desktop version, which can hinder agent productivity and responsiveness.

Key Features

  • Smart Customer Profile: Uses an email address to automatically gather public information and generate a customer profile. 
  • Sticky Chat: Build customer and employee relationships with sticky chat rules. It remembers and maintains connections made with previous customers. 
  • CRM Integrations: Forwards chat messages or transcripts directly to the CRM tool to track leads, sales and support. It provides personalized support by allowing access to in-depth insights and analytics. 
  • Proactive Chat: Define and set timer rules to connect with website visitors. It triggers once per user browsing session. It eliminates annoying chat invitations every time visitors open a new page. 
  • Widget Router: Optimize the chat system and keep widget codes in one place. It supports multiple widgets by offering one router per page. Set up chat behavior based on language preferences, country of origin and more. 
  • Forward Messages: Handover or route conversations to human agents to handle complex and time-sensitive issues. It creates tickets and forwards messages when visitors contact the team outside of business hours. 
  • Omnichannel Support: Manage conversations on different platforms to expand the customer base. Monitors and control multiple chatbots from one central hub. Easily tracks user information and support tickets. 
  • Chat Analytics: Gain website clarity by tracking conversation metrics, sessions, quality of messaging service, conversation goals and more. 

COMPARE THE BEST Live Chat Software

Select up to 5 Products from the list below to compare

 
Product
Score
i
SelectHub’s Analyst Rating is based on data from our 400+ point analysis of Live Chat Software, user reviews, and our own crowd-sourced data from our free software selection platform. Scores are periodically updated via ongoing selection projects and user activity within our platform.
Start Price
Free Trial
Company Size
Deployment
Platform
Logo
LiveChat
90
$20
Per User, Monthly
Yes
Small Medium Large
Cloud On-Premise
Mac Windows Linux Chromebook Android
LiveChat
LiveAgent
89
$9
Per Agent, Monthly
Yes
Small Medium Large
Cloud On-Premise
Mac Windows Linux Chromebook Android
LiveAgent
Freshchat
86
$19
Per Agent, Monthly
Yes
Small Medium Large
Cloud On-Premise
Mac Windows Linux Chromebook Android
Freshchat
Crisp
84
$25
Per Workspace, Monthly
Yes
Small Medium Large
Cloud On-Premise
Mac Windows Linux Chromebook Android
Crisp
Drift
84
$2,500
Monthly
Yes
Small Medium Large
Cloud On-Premise
Mac Windows Linux Chromebook Android
Drift
Zoho SalesIQ
82
$7
Per Operator, Monthly
Yes
Small Medium Large
Cloud On-Premise
Mac Windows Linux Chromebook Android
Zoho SalesIQ
Intercom
82
$39
Per Seat, Monthly
Yes
Small Medium Large
Cloud On-Premise
Mac Windows Linux Chromebook Android
Intercom
JivoChat
80
$19
Per Agent, Monthly. Freemium
Yes
Small Medium Large
Cloud On-Premise
Mac Windows Linux Chromebook Android
JivoChat
Olark
78
$29
Per Seat, Monthly
Yes
Small Medium Large
Cloud On-Premise
Mac Windows Linux Chromebook Android
Olark
Userlike
77
$90
Monthly, Freemium
Yes
Small Medium Large
Cloud On-Premise
Mac Windows Linux Chromebook Android
Userlike

All Live Chat Software (125 found)

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Podium

by Podium
Podium
Podium is an interaction management software that enables businesses to boost communication with customers, leads and teams. It includes messaging, listing management, reporting, customer sentiments and more. It enables online review management by combining customer interactions and online reviews from several websites (including Google, Facebook and Tripsor) into a single dashboard. Customizable surveys and follow-up options allow teams to gather real-time feedback across all touchpoints and initiate a two-way conversation for quick issue resolution. Users can streamline customer conversations by accessing remote connections and collaborating on leads from one inbox. SMS campaigns help teams foster better customer relationships and gain insights by delivering personalized content to segmented groups. Organizations can leverage the integrated Google Analytics module to gauge website performance and analyze customer interactions. It offers automated and smart responses to initiate leads and answer FAQs. It enhances business exposure to significant websites when searching for local SEOs. It is available on desktop, Android and iOS devices and serves industries like auto, entertainment, healthcare and more.
User Sentiment User satisfaction level icon: excellent
Cost Breakdown
$10 or less
Company Size
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Deployment
Cloud On-Premise
Platform
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Pipedrive

by Pipedrive, Inc
Pipedrive
Pipedrive supports sales professionals in managing every phase of the sales process, from lead generation to customer contact. Forecasting enables sales reps to close more deals, and visual pipelines clarify what stage a lead is in and what action is required. Users can simplify and streamline tasks with automation and AI capabilities. It offers integrations and an open API, so companies can plug in third-party apps to further extend its capabilities.
User Sentiment User satisfaction level icon: excellent
Cost Breakdown
$10 - $100
Company Size
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Deployment
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Platform
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Nextiva

by Nextiva
Nextiva
Nextiva allows users to combine customer service and internal business with VoIP phones, analytics and AI all located in a single platform creating a user-friendly, simplified experience. Accessible from anywhere, at any time, it includes video chat, email and message modules for communicating within the business and with customers. It’s equally suitable for small, medium and large companies.Analytics track sales pipelines, allowing for in-depth insights on how customers interact with the business and what they want and need. Keep customers satisfied with automated switching to direct them to the correct person to help with any questions they may have.
User Sentiment User satisfaction level icon: great
Cost Breakdown
$10 - $100
Company Size
Small Medium Large
Deployment
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Platform
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Crisp

by Crisp
Crisp
Crisp provides multi-channel support software to interact online via messaging, email and Twitter for a better customer experience. It provides all-in-one messaging for customers and companies to engage effortlessly using drip campaigns, chat triggers and chatbots. No additional plugins are required to cobrowse with other customers. It improves sales, generates leads, enhances email marketing and scales customer relationships.
User Sentiment User satisfaction level icon: excellent
Cost Breakdown
$10 - $100
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
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ChatBot

by LiveChat
ChatBot
ChatBot is a customer service management platform that offers features like machine learning, multimedia support, data security, reporting, widgets and more. Its drag-and-drop visual builder allows users to create chatbots from customizable templates for bookings, eCommerce, recruitment and sales. Built-in natural language processing (NLP) technology analyzes human speech and generates personalized responses. Businesses can develop, release and manage virtual assistants across websites, social media and messaging apps. It integrates with third-party providers such as WordPress, Zapier and Facebook.
User Sentiment User satisfaction level icon: excellent
Cost Breakdown
$10 or less
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
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Drift

by Drift
Drift
Drift is a cloud-based conversational marketing platform that helps businesses acquire customers and streamline sales processes. It generates leads through customizable campaigns, intelligent reports and real-time engagement with website visitors. It offers AI chatbots, offline and mobile access, geo-tagging, conversation histories and more.
User Sentiment User satisfaction level icon: great
Cost Breakdown
$1,000 or more
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
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Intercom

by Intercom R&D Unlimited Company
Intercom
Intercom is a conversational platform that personalizes messaging throughout the customer journey using customer, company and behavioral data. It offers chatbots, marketing campaigns, self-service functions, proactive tours and more. Collaborative inboxes, reporting and automated workflows help users interact with customers across all channels. It integrates with out-of-the-box modules to automate actions and sync data and allows users to build their setups based on business needs. Businesses can see who uses their products and communicate with customers via targeted, behavior-driven emails and in-app messages.
User Sentiment User satisfaction level icon: great
Cost Breakdown
$10 - $100
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
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ActiveCampaign

by ActiveCampaign
ActiveCampaign
ActiveCampaign provides cloud-based marketing services, with robust capabilities ranging from automation and reporting to lead scoring and contact segmentation. It’s ideal for businesses of any size, as it offers a flexible, device-agnostic deployment model. It also functions as a marketing-oriented CRM with different integrations and exporting options to assist sales. It provides machine learning that can be used on data including phone calls, emails and sales. Machine learning enables predicting win probability and using predictive sending. Customers can also take advantage of a consultant directory with certified consultants from different countries.
User Sentiment User satisfaction level icon: excellent
Cost Breakdown
$10 or less
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
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Bitrix24

by Bitrix
Bitrix24
Bitrix24 facilitates the execution of the customer journey. It supplies organizations with tools for marketing, sales and customer service activities such as lead generation, marketing automation, campaign management and call center support.It comes with a free edition for companies with less advanced needs or a smaller budget. Deployment is available in the cloud and on-premise. It’s suitable for smaller businesses as well as enterprises with up to 50,000 employees.
User Sentiment User satisfaction level icon: great
Cost Breakdown
$10 - $100
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
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Cohere

by Caldera Labs
Cohere
Cohere is a distinguished software product that ranks 10 among all Live Chat Software according to our research analysts and 16 crowd-sourced reviews from 1 source. Starting from $0, Cohere is priced free of charge to start and is most applicable for companies large and small. Cohere can be deployed in the cloud. Similar alternatives to Cohere include HelloBox, onWebChat and FuseDesk.
User Sentiment User satisfaction level icon: great
Cost Breakdown
$10 or less
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
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ManyChat

by ManyChat
ManyChat
ManyChat is a reputable software product that ranks 11 among all Live Chat Software according to our research analysts and 70 crowd-sourced reviews from 2 sources. Starting from $15, ManyChat is priced more economically and is most applicable for small-to-mid-sized companies with less than 1000 employees. ManyChat can be deployed online. Similar alternatives to ManyChat include Vergic, Joonbot and BOTNATION AI.
User Sentiment User satisfaction level icon: excellent
Cost Breakdown
$10 - $100
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
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Rasa

by Rasa Technologies
Rasa
Rasa is a distinguished software platform that ranks 12 among all Live Chat Software according to our research analysts and 10 crowd-sourced reviews from 2 sources. Starting from $0, Rasa is priced at no cost when starting and is most suitable for medium sized companies. Rasa can be deployed online and on-premise and is accessible from a limited amount of platforms including Windows and Linux devices. Similar alternatives to Rasa include FuseDesk, ChatSupport and SkylerAI.
User Sentiment User satisfaction level icon: excellent
Cost Breakdown
$10 or less
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
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Kustomer

by Kustomer
Kustomer
Kustomer's Help Desk Software is designed to enhance customer support operations. It offers a centralized platform for managing customer inquiries, automating workflows, and tracking customer interactions. This software is ideally suited for businesses seeking to streamline their support processes, improve customer satisfaction, and gain actionable insights from customer data. Key benefits of Kustomer include its user-friendly interface, robust automation capabilities, and comprehensive reporting features. It enables teams to manage multiple channels from a single dashboard, automate repetitive tasks, and gain visibility into customer interactions. The software also provides valuable insights through analytics and reporting, helping businesses identify areas for improvement and optimize their support strategies. In terms of pricing, Kustomer offers a range of plans to accommodate businesses of different sizes and needs. Pricing is typically based on a per-user, per-month model, with higher tiers offering additional features and functionality.
User Sentiment User satisfaction level icon: excellent
Cost Breakdown
$1,000 or more
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
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LiveChat

by LiveChat
LiveChat
LiveChat is a live chat software designed to improve customer engagement and support. It allows businesses to engage with website visitors in real-time, providing immediate assistance and resolving queries efficiently. LiveChat is ideal for businesses looking to enhance their customer experience, increase conversion rates, and streamline support processes. Its key benefits include improved communication, reduced response times, increased customer satisfaction, and valuable insights into customer behavior. Popular features of LiveChat include customizable chat widgets, proactive chat invitations, offline messaging, chat routing, and analytics. It integrates seamlessly with popular CRM and help desk systems, ensuring a comprehensive customer support solution. LiveChat offers flexible pricing plans based on the number of agents and features required. Its pricing ranges from a basic plan for small businesses to enterprise-level plans for large organizations, with payment options including monthly and annual subscriptions.
User Sentiment User satisfaction level icon: excellent
Cost Breakdown
$10 - $100
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
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Birdeye

by Birdeye
Birdeye
Birdeye is a comprehensive platform designed to enhance Customer Experience through a variety of tools, including reputation management, customer surveys, and review generation. It's particularly well-suited for businesses of all sizes that are keen on improving their online presence and engaging more effectively with their customers. One of the key benefits of Birdeye is its ability to aggregate feedback from multiple sources, providing businesses with a holistic view of their customer satisfaction. Popular features include the automation of review requests and the ability to respond to reviews directly from the platform, which significantly streamlines the process of managing a business's online reputation. When compared to similar products, users often highlight Birdeye's user-friendly interface and robust analytics as distinguishing factors. Pricing for Birdeye varies based on the specific needs and size of a business, typically involving a monthly subscription model. This flexibility in pricing ensures that businesses can find a plan that fits their budget while leveraging the platform's powerful features to enhance their customer experience.
User Sentiment User satisfaction level icon: excellent
Cost Breakdown
$100 - $500
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
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LivePerson

by LivePerson, Inc.
LivePerson
LivePerson is a cloud-based conversational platform that helps businesses improve customer relationships through real-time, intelligent engagement. Brands can use the omnichannel workspace to engage with customers at scale. It also helps benchmark, track and optimize sales, marketing and customer service KPIs. It’s accessible from desktops and iOS or Android devices, simplifying collaboration across distributed workforces.
User Sentiment User satisfaction level icon: good
Cost Breakdown
$10 - $100
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
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Kayako

by Kayako
Kayako
Kayako is a comprehensive Help Desk Software designed to streamline customer support operations. It's ideal for businesses of all sizes seeking to improve customer satisfaction and streamline communication. Key benefits include centralized ticketing, automated workflows, and robust reporting for improved efficiency and visibility. Popular features include a customizable knowledge base, self-service portal, and omnichannel support. Its user-friendly interface and intuitive navigation make it accessible to teams of all technical backgrounds. Compared to similar products, Kayako is highly rated for its ease of use, customization options, and excellent customer support. Pricing varies depending on the number of agents and features required. It offers flexible payment options, including monthly and annual subscriptions, to suit different business needs.
User Sentiment User satisfaction level icon: great
Cost Breakdown
$10 - $100
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
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Tars

by Tarsense Technologies
Tars
Tars is a well-known application that ranks 18 among all Live Chat Software according to our research analysts and 41 crowd-sourced reviews from 1 source. Starting from $99, Tars is priced affordably and offers a free trial on occasion. Tars can be deployed in the cloud. Similar alternatives to Tars include HelloBox, onWebChat and FuseDesk.
User Sentiment User satisfaction level icon: excellent
Cost Breakdown
$10 - $100
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
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Rocket Chat

by Rocket Chat Technologies
Rocket Chat
Rocket Chat is a versatile communication platform designed to streamline team collaboration and enhance productivity. It offers a comprehensive suite of features including real-time messaging, video conferencing, file sharing, and integrations with various third-party applications. This software is particularly well-suited for industries such as technology, healthcare, finance, and education, where secure and efficient communication is paramount. One of the standout benefits of Rocket Chat is its open-source nature, allowing for extensive customization and scalability to meet specific organizational needs. Users appreciate its robust security measures, including end-to-end encryption and compliance with data protection regulations. Popular features include threaded conversations, customizable user roles, and a powerful API for seamless integration with existing workflows. Compared to similar products, Rocket Chat is praised for its flexibility and cost-effectiveness. Pricing details can vary based on deployment options and user requirements, so it's advisable to contact SelectHub for a tailored quote.
User Sentiment User satisfaction level icon: great
Cost Breakdown
$10 or less
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
Request with no obligation:
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Gubagoo

by Gubagoo
Gubagoo
Gubagoo is a popular software system that ranks 20 among all Live Chat Software according to our research analysts and 6 crowd-sourced reviews from 1 source. Starting from $349, Gubagoo is priced for those with smaller budgets, offers a free trial on occasion and is most advisable for large businesses. Gubagoo can be deployed online. Similar alternatives to Gubagoo include HiJiffy, MyHub Intranet and Chat Outsource.
User Sentiment User satisfaction level icon: excellent
Cost Breakdown
$100 - $500
Company Size
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Deployment
Cloud On-Premise
Platform
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Buyer's Guide

Live Chat Software is All About Flexible, Real-Time Communication

By Ishani Vats, Technical Content Writer at SelectHub 

Live Chat Software BG Header

With a sharp surge in online business options and an increase in active consumers, traditional methods of communication are being replaced by proactive, virtual service channels. When customers visit a website with a problem, live interactions with company representatives or an AI chatbot are the ideal solution. Reduce wait times and provide a seamless experience with instant conversations backed with automated responses, file sharing, chat routing and back and forth messaging.

Executive Summary

  • Live chat software enables you to provide efficient customer support with automated responses, real-time conversations and seamless integrations.
  • The ideal live chat solution offers customization options, chatbot integrations, customer marketing strategies, customization tools, feedback channels and powerful automation options.
  • Customize your AI bot to answer frequent questions with around-the-clock, automated responses. It helps customers get desired resolutions instantly and provides a cost and time-efficient support infrastructure.
  • Chatbot conversations are smoothly transferred to human agents so customers may talk to a support representative and don’t have to deal with inconsistent answers to complex questions that automated responses can’t answer.
  • To ensure that you make foolproof decisions that fulfill business requirements, we’ve summarized a list of vital questions to ask yourself and the vendor before finalizing the perfect solution.

What This Guide Covers:

What is Live Chat Software?

Live chat is a text-based, online communication solution that proactively provides real-time customer service using human agents and AI bots. It streamlines communication, accelerates problem-solving and provides instant resolutions in minimal time. With a consumer satisfaction rate of 92%, it’s the preferred communication channel for one-on-one interaction.

Real-time, two-way messaging helps users resolve queries and answer questions about subscription plans, troubleshooting, payments, account features and other industry-specific business aspects. Company representatives can manage bulk discussions by routing them to different agents, sharing media for two-way communication and linking the company’s resource base to the chat for faster resolutions. Besides, it facilitates an error-free customer service strategy with an automated support workflow.

Primary Benefits

Live Chat Software Benefits

  • Let customers access the program by integrating it to your website with a button or link or on the mobile app. They can drop a message in the window and receive quick responses without waiting or putting in personal efforts.
  • The software provides real-time support by instantly providing answers to questions and resolving queries. Live chat is a preferred support channel for 41% of consumers because they don't have to wait on hold and get their questions answered immediately. Therefore, customers can get quick solutions and carry on with their work instead of pausing to respond.
  • Suppose your customers have basic questions about topics like account renewal, payments, purchases, updates and other product-related information. They don’t need to make a lengthy phone call or spend hours waiting for an email response. Live chat programs ensure a smooth workflow with prompt answers for greater customer satisfaction and speedy resolutions.
  • An ideal live chat software increases conversions, improves customer engagement, boosts site traffic and generates leads with dynamic features like clear answers, chat routing, automated responses and smart integrations. According to Emarketer, 63% of consumers who use live chat are likely to return to the website.
  • You can configure the program to ask questions related to the customer's query to help them communicate clearly and with greater ease. Moreover, support sends topic-related questions to the customer in an orderly manner to help them find solutions effortlessly. Besides, you can link support features from the company resource base like how-to guides, FAQs and blog articles. Help Scout noted that 82% of customers are satisfied with their live chat experience.
  • Live chat helps you improve customer relationships and grow your business with the help of data-backed reports, feedback options, review tools and business insights. Understand customer behavior, measure business performance and systemize workflow by analyzing the customer response to deliver exceptional services.
  • According to Kayako, 79% of businesses say that live chat has had a positive effect on sales, revenue and customer loyalty. Monitor which questions come up frequently, send surveys to learn about customer sentiment and assess detailed information to make strategic business decisions.

Key Features & Functionality

Real-Time Responses

Live chat makes it easy for customers to get answers with reduced wait times and a higher response rate. Support agents can conduct swift conversations, manage messages, resolve disputes and improve services.

Canned answers let you create and save automated responses for routine or repetitive questions. Use AI chatbots to trim response time while engaging with customers. Send promotional messages, follow-up texts and ask targeted questions to reduce manual efforts.

You can also add and personalize templates and group them based on topics to organize answers to recurring questions. Since visitors prefer immediate responses, real-time support and personal interaction, customizations offer a better route to understand their issues.
Customizations

Strengthen your brand identity with customization plugins. Adapt your chat to your website design by adding themes, colors, templates, profile pictures, distinct configurations and personalize the communication experience. You can also modify your messaging to function in different languages and sync it to the company’s knowledge base.
Website Plug-In

Customers need not download the software or install a mobile application to use live chat. The window automatically pops up or is accessible via website for a quick, one-on-one conversation.
Chat Routing Systemize tasks and coordinate the workflow by transferring chats to respective agents and departments. Route the incoming messages to free operators to manage bulk conversations. Transfer them to groups and individuals to avoid burdening support representatives. Prioritize discussions that need immediate attention and provide instant responses to customers.
File Sharing It’s often vital for customers and agents to share media in a conversation to convey their message with clarity. Live chat allows agents and customers to exchange files like videos, screenshots, images, catalogs, documents, forms and other items relevant to conversational requirements without leaving the discussion or opening a new window.
Reliable Support Channel

With live chat, you can eliminate the hassle of multiple query emails, phone calls and inconsistent responses by integrating customer support with a single solution.

The two-way messaging on a consolidated platform makes it easier to meet customer expectations and provide top-notch assistance.
Self-Service Options

You can connect the live chat software with the company knowledge base, guides, blog articles, troubleshooting resources and informative content to help customers access self-help features. When customers need help with basic functionalities or website navigation, you can instantly redirect them to the concerned resource for reduced support costs and simplified self-service.
Automated Notifications Never miss a critical update on critical aspects of business activity like the latest messages, reviews, incoming chats, new visitors and more with manageable notifications and take instant actions.
Reports and Analytics

With an in-depth overview of activity, customer behavior and employee actions, you can better understand essential KPIs related to the overall live chat functionalities.

Informative reports simplify data into easy-to-understand representations and help you monitor core components of the live chat system like the total number of chats, conversion volume, customer satisfaction, survey data, engagement stats and team availability. Advanced visualizations represent data in pie charts, graphs, diagrams, line charts and more. In addition, you can monitor employee performance with reports on activity hours, break time, work progress and more aspects related to workforce management.
Third-Party Integrations This feature helps you save time, reduce costs and add new features to your tech staff by connecting it to third-party apps. You can manage multiple conversations from a single channel without having to switch platforms for every conversation. Live chat serves as an all-in-one platform and consolidates company workflow with a smooth user interface with seamless integrations.
Security You don’t have to worry about protecting the company and user data from security breaches, unauthorized information disclosure, email hacks and other privacy threats. Keep your data secure with end-to-end encryption, 2-step verification and more safety standards for a protected messaging experience.
Workflow Management Streamline the workflow of your customer service department and reduce disruptions with a productive solution. Capture leads, book meetings, receive feedback, manage reviews and control the complete messaging experience on a consolidated platform.

Software Comparison Strategy

While analyzing multiple options to find the right solution, it’s essential to clearly understand your business requirements and weigh them against available options to make an informed choice. Therefore, choosing the ideal technology involves an elaborate process of in-depth analysis and widespread research before you select one.

While different software’s offer various tools and features under unique pricing plans, it is a tedious task to select the one that meets your expectations in terms of current requirements, budget and future demands. It is best to determine your business needs, create a comparison report and shortlist the best solutions that you can consider before closing the deal.

When you begin to hunt for the right live chat option for your business, here is a list of aspects that you must consider while making a comparison:

  • Pricing and features
  • Web and mobile compatibility
  • Customer support channels
  • Analytical and reporting capabilities
  • Visual customization options
  • Security and privacy standards
  • API and Third-party Integrations

Cost & Pricing Considerations

In the process of evaluating live chat solutions, you have to consider several aspects based on the size of your business, upper limit of the total budget, total user access, customer base, industry-specific requisites and indispensable features. The overall costs will include additional services provided by the vendor and extra fees incurred by possible business expansion. Besides, the cost of ownership varies between on-premise and cloud-based platforms.

The right live chat software provides top-notch, user-friendly features to enhance the customer experience and meet their expectations. An efficient solution offers quick responses, third-party integrations, real-time support, personal interaction, flexible pricing plans, informative reports, powerful automation and more.

Listed below are expenses that you must consider when evaluating options:

  • Availability of features within budget
  • Version updates and development costs
  • Training and maintenance expenses
  • Product customization fees
  • Cost of support packages and add-on services
  • Data security feature costs

Questions to Ask

Live Chat Software Questions to Ask

Before selecting the perfect tech for your business, it is vital to analyze and understand some related aspects to reach an intelligent decision. With profound knowledge of your requirements, it will be easier to sync your choice with multiple options available in the market.

Listed below are some questions that you must answer for yourself:

  • Are you currently using live chat software? If yes, what are the features that are missing from it?
  • Do you have industry-specific requirements?
  • What are your organizational requirements, and does the live chat platform fulfill them?
  • Which must-have features do you need in the solution, and are they included in the plan that fits your budget?
  • What is the strength of users who will need to access the system?
  • Do you need software that upgrades with the expansion of your organization?
  • Will future services be needed for additional functionalities?
  • Will you need a mobile application to manage your workflow?
  • Does the option support integrations?
  • Do you have any requirements that may arise in the future?

Questions to Ask Vendors

Upon getting a clear understanding of your needs after careful assessment, the next step is to engage with the vendor and get answers. In the pursuit of making the right choice for your business, you must gain detailed insights into your options. To simplify the process, use these questions in your conversations with vendors:

About the Software

  • Which security features are available to protect company and user data?
  • Is the mobile app user-friendly, and what functionality is available?
  • Does the live chat software support AI technology?
  • Are integrations available, and are they free of additional deployment and staffing?
  • Which type of reports does the software provide?
  • What support channels are available?
  • Will the software support future feature requirements?
  • Does it stay updated with industry regulations and technological capacity?

About the Vendor

  • Are software improvements and updates regularly offered?
  • Are there any training materials or support resources available?
  • Do you have a track record of delivering services on time?
  • Will you be able to provide solutions for future challenges and requirements?
  • Are software updates and developments maintained regularly?
  • Do you have experience working with similar companies?

In Conclusion

Quality customer service is an essential indicator of a successful business. The right live chat software will boost customer satisfaction, increase sales and maximize revenue by creating an engaging user experience. Instant solutions, self-help resources, quick resolutions, back and forth conversations and dynamic support tools help build trust and improve customer relationships. You can route chats across employees and departments to manage workload, create automated responses to answer repetitive questions, send resources to enable self-help, share images, videos, links and other media to simplify conversations and keep customers coming back with an integrated solution. 

About The Contributors

The following expert team members are responsible for creating, reviewing, and fact checking the accuracy of this content.

Ishani
By Ishani Vats
Technical Content Writer
Ishani is a Technical Content Writer at SelectHub who covers LMS, workforce management, telemedicine and POS. She holds a master’s degree in Journalism and is passionate about translating complex technical concepts into engaging and accessible content for readers. Along with keeping the professional spirit hydrated, she likes petting dogs, looking up random facts and listening to any Lumineers song on repeat.
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Joan
Technical Research By Joan Akash
Senior Analyst
Joan Akash, a Senior Research Analyst at SelectHub, holds a Post-Graduate Diploma in Management with a specialization in Marketing. Her expertise as a researcher and reviewer spans diverse software categories, including Project Management, Customer Relationship Management, Live Chat, and Help Desk. Beyond her professional pursuits, Joan is spiritually driven, with a passion for teaching children and a penchant for reading biblical blogs and crafting poetry.
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Manan
Technical Review By Manan Roy
Principal Analyst
Manan is a native of Tezpur, Assam (India), who currently lives in Kolkata, West Bengal (India). At SelectHub, he works on categories like CRM, HR, PPM, BI, and EHR. He has a Bachelor of Technology in CSE from The Gandhi Institute of Engineering and Technology, a Master of Technology from The Institute of Engineering and Management IT, and an MBA in Finance from St. Xavier's College. He's published two research papers, one in a conference and the other in a journal, during his Master of Technology.
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Dianna
Edited By Dianna Dragonetti
Content Editor
As an editor, Dianna Dragonetti leads a team of five writers in writing about a variety of software, with an emphasis on how these tools empower businesses. Categories include accounting, learning management systems, content management systems, supply chain management, and electronic data interchange.
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