Have you ever given any thought to how live chat operates?
Live chat support tools are commonly displayed as pop-ups either on your website or within your app.
If a user clicks on or visits a specific section of your website, they will be presented with a prompt in the form of an instant message box, inquiring if they require any assistance. In the event that assistance is needed, they can input a message and send it to your support team.
The layout on the agent’s side closely resembles what the customer sees, with the addition that some customer information is also displayed in a sidebar.
While there may be slight variations in the interface, most versions of the tool operate in a similar manner.
Typically, an agent indicates their availability by marking themselves as “active” to show that a real person is present and prepared to respond. If no one is accessible or if there is a delay in responding, certain chats can be converted into email conversations to ensure the message reaches the team.
What are the different types of live chat support?
After discussing some advantages, we will now proceed to explore the most prevalent forms of live chat support.
When making a decision about a live chat tool, you are typically presented with the option of choosing a standalone tool or one that is integrated into another platform, both of which have advantages and disadvantages.
A standalone tool has the advantage of offering more detailed analytics about chat due to its singular focus. Additionally, it may include automation or artificial intelligence features that are not offered by integrated chat tools.
The increased utility of the platform’s other features is the greatest advantage of utilizing a chat tool which is integrated with another service.
For instance, a customer relationship management (CRM) software package could include a live chat tool.
Additionally, by considering the platform, you may achieve significant cost savings on an integrated live chat tool. In some instances, chat may be available as an add-on feature with an additional cost.
When considering all the factors, there is no doubt that an all-in-one support platform is quite a good option for many businesses, even though it may cost a bit more each month.
Now that we have discussed the advantages and various categories of live chat tools, let’s examine some of the top ones available in the market.
12 Amazing Live Chat Tools to Level Up Your Customer Support
By integrating the finest live chat software into your business operations, you can enhance your conversion rates. Are you aware of this fact?
The facts speak for themselves, the statistics are accurate!
According to a survey conducted by Emarketer, the majority of consumers, specifically 63 percent, are inclined to revisit a website that provides a live chat option.
The challenge lies in selecting the most appropriate live chat software for your business, making it a potentially overwhelming task.
We have compiled a detailed list that showcases 7 of the top live chat tools available in the market, fortunately.
Along the thought process, you will encounter a thoroughly organized purchasing guide that will assist you in making a decision about your purchase.
Now, let’s begin!
1. LiveChat
LiveChat is a highly recognized live chat solution in the market, despite its cliché name.
The company’s origin can be traced back to Poland, specifically in 2002 when it commenced operations.
They currently have approximately 27,000 active customers utilizing their platform.
It’s not a surprise at all! The creators of the product have designed it to be easy to become infatuated with the tool.
One way to rephrase the text while maintaining the same meaning is to think step by step about the process.
With its sleek interface and multitude of features, LiveChat is incredibly user-friendly.
Furthermore, that is not everything.
The software works with all widely used devices including PC, Mac, Android, and iOS.
Additionally, their integrated help desk solution is equally as effective. This aspect becomes vital in scenarios where immediate resolution of certain inquiries cannot be achieved through live chat.
Therefore, this product offers both telephone and chat support for your enjoyment.
We suggest that you utilize their chat support to a greater extent, as it offers numerous benefits.
The process of integrating LiveChat into any website involves copying and pasting a few lines of code.
If you don’t desire to manipulate any code, that’s fine.
You have the option to download plugins that are compatible with well-known CMS platforms such as WordPress and Shopify.
By thinking step by step, you can rephrase the text below without adding or removing any information, ensuring that you can easily manage its integration without having to be concerned about the number of lines of code.
The most outstanding aspect of this software is:
With its connection to Facebook Messenger, your agents are not required to have a Facebook account.
2. ChatBot
If you have plans to grow your small business using the capabilities of A.I technology, considering ChatBot as a tool is highly recommended.
This tool simplifies the process of customization by offering a wide selection of pre-designed templates.
Thanks to its intuitive drag-and-drop user interface, it is possible to create your personalized ChatBot.
You can use the eCommerce bot template to guide your users through the entire purchasing process.
If you intend to schedule calls and increase your sales, the lead generation bot will be useful.
The sales bot template allows you to directly sell your products through the chat window, making it an effective tool for generating sales through social media profiles.
3. SendinBlue
Are you in search of live chat software that is both beginner-friendly and robust, and can be easily installed?
When thinking methodically, one should contemplate choosing SendinBlue as it is an exceptional option.
It is possible to incorporate it into your website by utilizing a WordPress plugin.
With SendinBlue, converting your website visitors into customers becomes an uncomplicated process by facilitating live chat to address any last-minute inquiries from your web visitors.
However, that is not the only thing.
The integration of chat with SendinBlue market automation aids in capturing a greater number of leads for your business.
In addition to live chat solutions, the app provides a wider range of functionalities.
Your business can benefit from:
- Retargeting for Facebook Ads
- Segmentation
- Built-in email marketing
- Complete marketing automation
In conclusion…
SendinBlue offers a comprehensive marketing solution encompassing email marketing, landing pages, SMS, CRM, and various other features.
4. LiveAgent
If you want to find a strong omnichannel live chat, LiveAgent is an excellent starting point.
It is equipped with a range of software that includes the following:
- Live Chat
- Email ticketing
- Call Center
- Time tracking
Additionally, there are numerous other options available.
The support desk system provided by LiveAgent is ideal for small businesses. Furthermore, if you require an all-in-one system, this software will simplify the process.
Furthermore, there is an additional piece of information.
LiveAgent offers smooth integration for WordPress and other widely used CMS platforms.
Its platform integrates CRMs, top email marketing services, SMS marketing, and other top marketing solutions as well.
Certain bundles of LiveAgent include video calling.
The software possesses visitor monitoring and effective chat invitations in order to generate more meaningful conversations.
LiveAgent has a report system that is excellent. It allows you to check all your active chats, agent activity, and more.
5. Intercom
Intercom claims to be one of the top live chat tools for customer communication, offering a comprehensive all-in-one solution.
This package includes marketing, customer service, and messaging products.
One of the most innovative live chat software available is characterized by its machine learning and AI function, which is the notable aspect of this product.
We must caution you that Intercom may be unnecessary if you are considering implementing a basic live chat feature, as its functionalities might be too advanced for your needs.
If you are in search of an advanced customer support platform, Intercom should be taken into consideration.
6. SnapEngage
When developing SnapEngage, the creators had two specific objectives in mind.
- Customer retention
- Sales amplification
In addition,
The software’s flexibility is its most notable characteristic.
SnapEngage is focused on the idea of integrating seamlessly from any location.
It seamlessly integrates with basecamp, Salesforce, and other commonly used CRM tools.
In the world of live chat, having this feature provides it with a competitive advantage.
However, there is more you haven’t heard.
SnapEngage offers chat services that are enterprise-grade, ensuring a smooth, responsive, and interactive experience. Additionally, it has the capability to detect and optimize itself for mobile devices.
In addition, there is additional information available.
With its customized features, this live chat possesses a strong design studio that will aid in enhancing your business brand.
7. Olark
The main attraction of Olark is its user-friendly interface.
There are features such as automated messages, upfront team management tools, and real-time reporting available, which confirms this.
The software is highly customizable, allowing you to personalize your chat functions according to your specific requirements.
Please, do not change the word order in the rephrased text. Please, rephrase the following text while maintaining the same meaning, thinking step by step. Do not add new information or remove information. Also, do not change the word order.
With this app, you have the capability to obtain real-time report metrics and establish automation.
It is not unexpected to find out that they have a global user base of over 12,000 active users from 178 countries.
8. HubSpot
If you are in search of a live chat tool that is free, HubSpot would be the ideal choice.
HubSpot’s chat feature, which is available in their free CRM, offers all the essential live chat functionalities necessary for delivering exceptional service and boosting conversions.
HubSpot enables you to generate a personalized chat window, adjust the chat experience to meet your customers’ expectations, and incorporate a welcome message to inform visitors about the availability of chat.
Additionally, there is no need for visitors to wait for an available agent as they can begin chatting immediately, with agents being notified once they become available.
With HubSpot, the chat interactions you have are saved in a universal inbox. This inbox is improved with data from HubSpot’s free CRM, which gives your entire team the necessary information to create the best response.
By customizing the conversation experience according to customer needs, the HubSpot live chat enables separate flows to be created for different types of visitors, including prospects, customers, and non-customers.
HubSpot’s live chat platform seamlessly integrates with a chatbot builder that is currently available for free, without the need for coding skills.
Your bots can send more personalized messages by using the contact information already available, as HubSpot’s chatbot builder is fully integrated with HubSpot’s free CRM.
Hubspot’s live chat is a highly recommended choice if you seek a cost-free solution that fulfills your requirements for excellent service through its features and integrations.
If you are searching for simple live chat software, we suggest this product.
9. Zendesk Chat
Zendesk is an excellent tool for companies in search of reducing their large number of inquiries and enhancing customer experience, specifically through live chat.
Your customers can easily communicate with you through Zendesk Chat’s sleek interface.
The analytics of this chat tool offer detailed information about visitor behavior instead of just presenting overall metrics or averages, making it highly adaptable for reporting purposes.
The platform includes an instant messaging feature that enables businesses to conveniently communicate with visitors in real-time. Additionally, there is the option to schedule messages, ensuring that every visitor receives a timely response.
Zendesk Chat offers a range of features that enable you to customize every conversation and establish lasting connections. This includes the ability to tag visitors by their name or company, ensuring their recognition as returning customers upon revisiting your website.
From the talk console, you have the ability to customize your IVR settings and create greetings to control call routing for incoming calls. These lines will be accessible from a customer’s record.
Zendesk chat includes a customer service portal that allows you to handle all your visitors, including past chats and replies, conveniently in one location.
Zendesk Chat has all the necessary features, integrations, and reporting tools to enhance customer service and consolidate information about each visitor, enabling quicker reachability when required.
10. GetResponse
Initially, GetResponse is a marketing platform that provides its services to marketers.
What purpose does it serve on this list?
Its primary function is to offer users a live chat solution, enabling them to establish quicker and simpler communication with their audience.
By including a live chat feature in both their free and paid plans, GetResponse enables you to send customized emails to your intended audience and develop a tailored experience. Additionally, this tool aids in increasing sales by offering assistance to your visitors and converting them into leads.
By providing real-time support, constructing customer segments, and transforming emails into live chats, your marketing will undoubtedly experience a significant improvement.
By utilizing GetResponse as your live chat solution for marketing purposes, you will have the ability to:
- customize your chat window,
- set up notifications when you’re not around,
- receive email notifications when someone starts a chat,
- analyze the charts concerning chats to improve,
- use capture forms inside chats, and
- engage your customers by enabling live chat on landing pages.
An additional benefit of GetResponse is that it provides a free plan, allowing you to test it out before deciding on any of its premium plans, with a limit of up to 500 contacts.
In summary, GetResponse is an automation tool that primarily caters to marketers seeking to improve customer experience through its combination of marketing features and live chat functionality.
11. Freshchat
Freshchat, a remarkable offering from Freshworks, centers on enhancing customer service and engagement. It accomplishes this by offering customers a customer messaging software that encompasses multiple powerful features including chatbots, team inbox, live translate, real-time dashboard, and custom reports.
Freshchat helps you improve various processes, such as engaging with new visitors and assisting existing customers, by facilitating real-time connections with your customers. Additionally, it prioritizes providing personalized experiences to address any customer issues promptly, making it an advantageous platform.
Freshchat provides the following features to enhance your messaging, agent productivity, conversation management, and gain valuable insights:
- messaging channels, chatbots, web widget, campaigns, multilingual support, FAQ, the Freshchat SDK,
- integrations, team inbox, canned response, live translate, bulk action, visitor intel,
- IntelliAssign, assignment rules, roles and permission, APIs,
- real-time dashboard, team member report, performance reports, and custom reports.
12. Drift
Drift is a superb tool for live chat that aids in engaging and converting a greater number of website visitors.
With Drift’s instant messaging platform, you can have real-time conversations with visitors and directly interact with them, ensuring that your business is always easily accessible to them.
Drift enables you to specifically engage your top visitors and ABM accounts by delivering a personalized message and facilitating the scheduling of meetings. With Drift’s live chat software, the appropriate sales representative will be notified when a target account visits the website, granting them the opportunity to initiate a conversation. In case the representative is not accessible, Drift can arrange a meeting for the user at a future date.
With Live View, you have the capability to identify individuals on your site and initiate a conversation with them ahead of a visitor initiating a chat.
Additionally, you have the choice to generate internal notes that remain hidden from visitors. This serves as an excellent method to ensure your team remains informed and aware of crucial details regarding each visitor.
The reporting system offers a comprehensive level of detail, displaying visitor actions, chat and email comments, and a record of previous messages. This enables staying informed about each visitor’s requirements and facilitates timely provision of appropriate assistance.
Overall, Drift is a beneficial live chat tool that ensures your team stays updated, enables efficient customer service, and enhances conversion rates.
Drift is regarded as one of the top live chat tools available, as demonstrated by its utilization by successful companies like Gong, Cision Ltd, and even Gartner.
What are the benefits of live chat?
Having gained an understanding of how live chat functions, let us now examine some of its advantages.
Live chat is great for reducing the amount of back and forth between a customer and your support team.
By having a question about your website, individuals can obtain an answer promptly without the need to send multiple emails or complete contact forms.
Furthermore, this simplifies the process of searching your knowledge base or FAQ page for them.
By thinking step by step, the number of tickets that customer service agents receive can be drastically reduced.
Because they can react instantly, their responses to customers are more appropriate and adequate than when they have to wait to respond via email.
For high-volume businesses such as e-commerce websites, this also helps in reducing the time needed to handle a problem.
Live chat is great for gathering information about your customers.
After the chat has ended, you could request customers to complete a survey, inquiring about their discovery of your brand and their main obstacles.
If you prefer traditional methods, you can also opt for an NPS survey.
You could greatly enhance your website by incorporating this valuable feedback, which you might not have obtained otherwise.
Live chat is great for building relationships with customers.
One of the advantages of live chat is its ability to provide instant support to your customers.
By thinking systematically, you can demonstrate your concern for customers and your willingness to go the extra mile to assist them. Consequently, this will result in heightened loyalty and genuine word-of-mouth recommendations.
