Live chat software enables businesses to engage with customers in real time on their website or mobile app. This software typically consists of a chat widget that can be easily incorporated into a website, enabling customers to initiate conversations with representatives. Additionally, it offers tools for managing chat sessions, organizing conversations, and analyzing customer feedback and interactions. Live chat is commonly utilized for providing customer support, offering prompt assistance to address inquiries or concerns. It is also employed for sales purposes, as it enables businesses to promptly respond to customer queries and provide real-time information about products or services. Some live chat software may even feature customizable chatbots and integration with other business tools or platforms.
How does live chat work?
A common requirement for live chat software is for the website visitor to click on a chat icon or button in order to start a chat. Once the chat is initiated, a chat window will appear and enable communication between the visitor and a live agent who is responsible for managing the chat on the business’s end.
Why Add Live Chat Support to Your Website? What are the Benefits of Live Chat Software?
Using live chat software for customer communication and support offers a multitude of benefits. Among the primary advantages are:
- Improved Customer Satisfaction: Live chat support is one of the fastest ways to address your customers’ concerns and answer their questions. It provides a real-time communication channel that can help you resolve issues quickly and efficiently, leading to higher levels of customer satisfaction.
- Increased Sales: With live chat support, you can engage with your website visitors in a more personalized way. This can help you understand their needs and recommend products or services that best meet their requirements. By providing this level of personalized service, you can increase the likelihood of a sale. By providing immediate assistance to customers, live chat can help increase conversions and sales.
- Cost-Effective: Unlike phone support or email support, live chat support doesn’t require extensive resources. A single agent can handle multiple chats simultaneously, reducing the need for additional staff. Live chat allows businesses to handle multiple customer conversations at once, making it a more efficient communication channel than phone or email. This can result in significant cost savings for your business.
- Competitive Advantage: Live chat support can be a significant differentiator for your business, especially if your competitors don’t offer it. By providing a seamless and convenient support experience, you can set yourself apart from the competition and build customer loyalty.
- Improved Website Metrics: Live chat support can also help you gather valuable insights about your website visitors. By tracking chat transcripts, you can identify common questions, concerns, and issues that customers face. You can then use this data to optimize your website content, improve your products or services, and enhance the overall customer experience.
- Enhanced collaboration: Live chat allows for easy collaboration among team members, allowing for more efficient resolution of customer issues.
To sum up, incorporating live chat support into your website can yield various advantages for your business. This includes enhancing customer satisfaction, boosting sales, cutting expenses, gaining a competitive edge, and obtaining valuable insights about your website visitors.
What Types of Live Chat Software Exist?
Various kinds of live chat software are accessible in the market, each offering distinctive features and abilities. Several examples of commonly found live chat software are:
- Standalone live chat software: This type of software is specifically designed for live chat and includes all the necessary tools and features for managing customer conversations.
- Integrated live chat software: This type of software is integrated into other customer relationship management (CRM) or business management tools, allowing for seamless integration with other systems.
- Chatbot-based live chat software: This type of software includes customizable chatbots that can handle basic customer inquiries and route more complex conversations to human agents.
- Mobile live chat software: This type of software is specifically designed for use on mobile devices and may include features such as push notifications and in-app messaging.
Selecting the most suitable live chat software for a specific business relies on the organization’s distinct needs and requirements. It is crucial to thoroughly assess the available alternatives in order to make the appropriate choice for your business.
What are the Common Features of Live Chat Software?
Live chat software may include different features based on the provider and pricing plan, but typical features include:
- Chat widget: The chat widget is the main interface for live chat and is typically embedded into a website or mobile app. This widget allows customers to initiate a chat with a business representative.
- Conversation management tools: Live chat software often includes tools for managing and organizing chat conversations, such as the ability to assign chats to specific agents and to view past chat history.
- Customizable chatbots: Some live chat software includes the ability to create and customize chatbots, which can handle basic customer inquiries and route more complex conversations to human agents.
- Integration with other tools: Many live chat software options offer integration with other business tools or platforms, such as CRM systems or email marketing tools.
- Analytics and reporting: Live chat software often includes tools for analyzing customer interactions and feedback, which can provide valuable insights for improving the customer experience.
When considering live chat software, it is crucial to assess all available options in order to select the appropriate one for your business as a whole. The advantages provided by the features of this software can significantly improve the effectiveness and efficiency of customer communication and support.
How many chats can an agent handle at once?
The capability of handling multiple chats simultaneously by an agent depends on the live chat software used and the complexity of the chats, but generally, most live chat software enables agents to handle multiple chats simultaneously, thus increasing their efficiency.
Is live chat software easy to set up?
The process of installing live chat software relies on the chosen software provider and the complexity of the website. Nevertheless, the majority of live chat software providers offer user-friendly tools for installation and configuration, which simplifies the process to a great extent.
Can live chat software integrate with other tools?
Certainly, integration of live chat software with various tools such as customer relationship management (CRM) software, email marketing tools, and social media platforms is possible. This integration enables businesses to effectively handle customer interactions and streamline their management processes.
Is live chat software secure?
It is crucial for businesses to select a reliable live chat software provider that aligns with their security needs, although most providers employ industry-standard encryption protocols for chat security.
Who Uses Live Chat Software?
Various businesses and organizations, ranging from small to large companies, e-commerce platforms, customer service departments, and online communities, utilize live chat software. This form of communication serves as a flexible channel for any establishment or entity seeking to enhance customer interaction and assistance. There are several specific instances where live chat software finds application, such as:
- E-commerce platforms: Live chat can be used by online retailers to provide immediate assistance to customers with questions or concerns about products, shipping, or returns.
- Customer service departments: Live chat can be used by customer service teams to handle customer inquiries and complaints in real time, improving response times and customer satisfaction.
- Online communities: Live chat can be used by online forums, support groups, or other communities to provide immediate assistance to members and facilitate real-time communication.
How do businesses measure the success of live chat software?
By monitoring metrics like customer satisfaction, chat volume, average response time, and sales conversion rates, businesses are able to gauge the success of live chat software. Utilizing this data allows businesses to enhance their customer support strategies and website performance.
In general, the use of live chat software proves to be an advantageous asset for any business or organization seeking to enhance customer communication and support.
The 16 Best Free Live Chat Software Solutions
We have compiled a list of the top 16 free live chat software options that can assist you in establishing improved relationships and engaging with your visitors effectively.
1. Tidio Live Chat
Tidio, a software solution for websites, allows you to connect with visitors in real time through live chat.
Just like HubSpot, Tidio allows you to automate your messages by creating chatbots.
Some of its additional features include canned responses for swift replies and a shared inbox that consolidates all messages.
It is possible to connect Tidio with different types of software, such as Shopify, WordPress, and Wix.
Tidio provides both premium and free plans, with the free plan being ideal for micro and small businesses, as it enables them to do the following:
- Only up to 3 chat operators,
- Chatbots to have unlimited chats with 100 unique visitors per month.
It is noteworthy that Tidio’s free plan allows you to send 500 automated emails per month.
Tidio has the capability to support CRMs and email automation tools, ensuring your customers receive a personalized customer support experience.
Characteristics: or Attributes:
- Proactive chat
- Canned responses
- Offline form
- Customizable branding
- Integration capabilities
- Website visitor tracking
- Skills-based routing
- Auto-translation
- Omnichannel agent workspace
- Live typing
2. LiveChatAI.com
LiveChatAI could be a suitable choice if you are interested in constructing an AI chatbot assistant for your website.
By integrating with your website, you can make use of ChatGPT capabilities using this tool.
With LiveChatAI, you can engage in high-quality conversations with visitors by utilizing your documents or linked content. Additionally, you can enjoy the benefit of up to ten thousand messages without any cost.
3. HubSpot’s Free Live Chat
Incoming chats can be logged to customers’ contact profiles as part of HubSpot’s CRM, thanks to HubSpot’s live chat software.
By using this method, your team can search for common customer problems and provide various solutions.
If you are utilizing HubSpot’s CRM, it offers the ideal free live chat solution.
If you are not using its CRM, you have the option to sign up for free and incorporate its personalized live chat widget on your website.
4. FreeChat
FreeChat is a live chat software that is absolutely free and does not necessitate any coding.
Its best feature is that you can add live chat to your site without slowing down your website speed.
Offer your customers quick responses and boost customer retention using this cost-free live chat software solution instead of relying on expensive alternatives.
5. Intercom – A Comprehensive Live Chat Solution
Intercom, a cutting-edge live chat software, seeks to close the communication divide between businesses and their customers. Its intuitive interface and sophisticated messaging capabilities enable immediate assistance, enabling smooth exchanges and faster issue resolution. Intercom is widely favored by businesses aiming to enhance customer experience and foster enduring connections.
6. Respond.io
Customers can get in touch with your business through any channel using Respond.io, which is a business messaging platform.
Customers have the option to send you messages via Respond.io live chat either on your website or your social media pages.
Your team will have a comprehensive understanding of your customer base with the help of this live chat software.
By using omnichannel chat history, importing contacts, and accessing real-time analytics, you can enhance your understanding of every customer profile.
“Smart Replies” is a feature in Respond.io that employs AI to provide guidance for your chatbot responses.
By making communication faster and allowing for troubleshooting of recurring issues prompted by repetitive questions, smart replies are able to assist.
7. Tawk.to
Tawk.to functions as a free live chat software which works on your site through a small JavaScript snippet.
You can use it on your website, in your mobile app, or on a custom page.
It is possible to observe customer activity simultaneously and ascertain which team member provided a response to a customer.
In addition to its live chat software, Tawk.to also offers various other features.
- Localized messages to chat with foreign customers in your native language
- Tawk.to has IOS and Android apps so you can chat with customers from your mobile device.
- Canned messages
8. Smartsupp
Smartsupp is a viable choice when it comes to consolidating multichannel management in a single platform.
You can address your customers’ emails, chats, and Facebook messages all in one platform with the use of this live chat software.
It is also available as a mobile app for seamless communication with your customers while on the move.
The reason we appreciate Smartsupp is its file-sharing feature, which enables users to easily send photos or documents by dragging and dropping them.
In addition, Smartsupp possesses a chatbot capable of delivering customized messages to clients. Moreover, the platform includes a notable functionality that captures visitor actions through video recording.
There is a plan that is perpetually free and there are also paid plans available. The free plan includes the following coverage:
- 3 agents (Live chat agents are the customer service team employees who answer chats.)
- Unlimited number of websites
- 3 chatbots
- All the core features
9. Crisp.Chat
Crisp.Chat is a live chat software that combines all your channels through its shared inbox characteristic. It enables you to construct chatbot situations, generate GIFs and video previews, as well as exchange files.
In addition, Crisp.Chat enables users to integrate their live chat with platforms such as Messenger and Twitter.
Our attention was drawn to the fact that they have a feature called CrispyBird, which is a game designed to keep customers engaged during their wait for a response.
The live chat software offers both free and paid plans. The forever free plan is suitable for personal websites and individuals seeking a simple live chat for customer communication. It includes the following features:
- 2 seats
- Team inbox
- Mobile apps
10. JivoChat
JivoChat, the highest-rated mobile customer support app on the App Store, enables support teams to manage chats from different platforms such as websites, emails, Telegram, Facebook, and WhatsApp.
JivoChat offers additional great features including:
- Color-coded chats
- Message sneak-peek
- Canned responses
- Hotkeys
- Proactive chat
The free basic version allows unlimited websites and chats, but is restricted to the first five agents.
11. Chatra
Chatra is a software for live chat that allows you to automatically start conversations with visitors on your website.
Customers can be informed when you are responding through features such as read receipts and typing indicators.
A remarkable characteristic of Chatra is the presence of an offline chat widget, which informs customers about your team’s current engagement and assures them of receiving prompt assistance in due course.
Chatra offers a free plan that is valid indefinitely, in addition to paid plans that provide additional features.
12. OnWebChat
The primary goal of OnWebChat is to enhance customer satisfaction through its live chat service.
Features such as file sharing, shortcuts, and typing insights are incorporated.
By having a customer knowledge base, you are able to continuously monitor your customers in real time. The Android app is the sole option available for engaging in on-the-go chats.
What is included in onWebChat’s free plan:
- 100 chats/month
- 1-year chat history
- Visitor monitoring
- Shortcuts, speech to text
It is worth noting that there is a scarcity of individuals who have attempted and evaluated this tool.
You can still consider giving them a try if you are interested in their offers and features.
13. Userlike
Userlike offers both a free live chat software option, as well as paid plans.
With the free plan, you will have access to one widget and one seat.
The live chat window for web and mobile offers a range of features including support for images and videos, options for feedback, and the ability to tag conversations.
By implementing conversation tagging, you have the ability to label conversations with specific topics, resulting in improved organization.
Furthermore, the inclusion of pre-determined messages for frequently asked questions is an additional advantageous aspect.
Features:
- Proactive chat
- Canned responses
- Offline form
- Customizable branding
- Integration capabilities
- Website visitor tracking
- Skills-based routing
- Auto-translation
- Omnichannel agent workspace
- Multimedia messaging
- Pre- and post-chat surveys
14. MyLiveChat
Agents using MyLiveChat have the ability to engage in several chat sessions at once, with each session occurring in its own distinct room tab.
Adding your company logo and agent photo to the visitor popup messenger allows you to personalize the live chat to align with your brand image, which is pretty neat.
MyLiveChat includes a spell checker function to remove spelling errors.
A remarkable aspect is the ability to start a one-on-one chat with your website visitors through the proactive chat feature.
Additional features include:
- Typing indicator
- File transfer
- Firewall support
- Geolocation
- Multi-language support
- Canned responses
15. Gist
By using Gist, businesses can utilize an inclusive platform that brings together their marketing, sales, and customer support endeavors.
Included in the features are a live chat feature, email marketing capabilities, and a comprehensive dashboard.
With the assistance of its ABM, forms, chatbots, and automated scheduling available on your website, you have the ability to convert visitors into leads and customers.
The standout features of Gist include:
- Analytics and reporting to track performance and customer interactions.
- Integration with various platforms, such as WordPress and Zapier.
- AI-powered chatbot.
16. Rocket.Chat
Rocket.Chat is created to ensure smooth interactions with your customers regardless of their preferred means of communication.
You can effectively handle all customer interaction through phone, email, chat, or social media from one centralized location using this tool.
With this platform, it becomes effortless to promptly address inquiries and monitor interactions, guaranteeing a consistently positive experience on all occasions.
Rocket.Chat has several significant features.
- Omnichannel help desk solutions.
- CRM integration, chatbots, and machine learning apps.
- One team inbox for all client communication
