Examining the characteristics that distinguish top video chat applications, we analyze the specific strengths of each one in different aspects.
Once only found in the pages of science fiction novels, video calls are now a part of everyday life. Whether it’s for work or personal connections, people rely on video calls and conferences. These platforms provide a range of choices, including paid software or free chat apps that are rapidly growing in popularity. As video call and conferencing services are readily accessible, the only task left is to select a service and start connecting.
What to Look for When Choosing Video Chat Software
Sound and Picture Quality
To ensure clear audio and visuals without interruptions or distortion, it is important to verify that you can effectively hear and see the other person. Due to the fact that video chat software primarily operates via the internet, the strength of your internet connection will directly impact the quality of sound and image. Different video chat programs may perform better on certain networks or in specific locations, thus it may be necessary to test a few options to find the one that offers the best call quality.
Call Dropping
It is equally frustrating to constantly redial due to dropped calls, whether it’s in a personal conversation or during an important video conference.
Apps and Download Compatibility
Even though the top video chat applications are compatible with various mobile and computer operating systems, it is advisable to ensure that the software is suitable for your specific device. In case you wish to utilize the same contacts on both your desktop and mobile, or seamlessly transition your business calls from your mobile to tablet to desktop, it is important to select a service that can effortlessly operate on all your devices.
Video Conferencing
Video conferencing is frequently a more cost-effective and convenient option for businesses that require meetings across various locations, compared to physically convening. Meetings in person may also be impractical, particularly when coordinating with overseas employees. Likewise, families and friends often prefer group video chats over one-on-one conversations. Thus, for such scenarios, it is advisable to utilize video chat software that includes video conferencing features.
Security
Your security is of utmost importance when it comes to video calls. Ensure to choose video chat software that encrypts conversations, preventing unauthorized individuals from eavesdropping, and that has a trustworthy track record of respecting data privacy.
Comparing the Best Video Chat Software
Best overall: Zoom
Zoom is the preferred choice nowadays for video conferencing, as it is a dependable and user-friendly platform utilized for various purposes including business meetings, online seminars, yoga sessions, and virtual family get-togethers.
- Zoom allows up to 1,000 participants and 10,000 viewers at once
- You can send out invitations with a simple link
- High-quality video and sound
- Sync with your calendar and join from any device
- Zoom lets you record meetings for future reference
Best for calling friends: FaceTime
Like most Apple services, Facetime is exclusively available for iPhone, iPad, and iOS operating systems, making it the Apple video chat service.
- Facetime calls and video calls are as easy to make as a regular voice call
- Sound and image quality is very high and call connections are reliable
- Only video and audio calls available
- No file sharing or instant messaging
- Video calls can only be made from one user to another
- Only Facetime users can connect over Facetime, but if you scroll through your Apple contacts you’ll be able to see who else is a user
Best for in-app messaging: WhatsApp
While instant messaging is what WhatsApp is primarily known for, it also offers video chat features.
- WhatsApp is one of the best video chat apps for Android as well as iOS
- If you have the WhatsApp app on your phone, you can also set up WhatsApp Web on any browser or use the Windows or Mac desktop clients
- Video call quality isn’t great and calls do get dropped if you’re using it overseas
- You can use video conference features for up to 10 participants
- WhatsApp also offers the well-known in app instant messaging and ability to share files, documents, and voice messages
- All WhatsApp calls, including video calls, are secured with end to end encryption and WhatsApp have stood by their privacy and data protection policies admirably
Best for group chats: Skype
Skype, in addition to Zoom, is widely recognized as one of the top video chat platforms. Apart from offering simple video calls, Skype also presents a wide range of communication features.
- The video and audio quality is high, with HD video available and a low rate of call dropping
- Enjoy video conference calls of up to 25 participants and send instant messages with files, photos, and documents within the app
- Skype enables screen sharing so that two users can show what they are seeing on their screen
- Client programs for Mac, Windows, and Linux
- Mobile apps for iOS, Android, Windows Phone, and Blackberry
- Skype encrypts calls with AES 256-bit encryption
Best for fun filters: Marco Polo
With enjoyable filters and effects, Marco Polo is a video messaging app that enables users to send recorded face-to-face video messages to one another without live streaming.
- Free and compatible with iOS and Android devices
- Start group conversations or send 1-to-1 video messages
- Record video messages with voice effects and visual filters
- Store videos in the cloud without wasting storage
Best for bonus features: Viber
Viber, highly popular and packed with various bonus features, is the leading rival to Skype.
- Ad-free app compatible with Android, iOS and Windows Phone
- Desktop client for Windows, Mac, and Linux
- Make one-to-one video calls, video conference calls, and also call regular mobiles and landlines
- Connect with contacts just using their existing mobile numbers even if they aren’t Viber users
- Transfer files and send instant messages through the Viber app
- All calls are secured with end-to-end encryption
Best for playing games: House Party
With House Party, you have the ability to instantly participate in live video conversations with your friends, engage in live game sessions, take quizzes, and connect with your loved ones through conference calls.
- Simply log on and instantaneously see which of your friends are online and available to chat
- Pulls your contacts from social media apps like Facebook and Snapchat
- Play trivia and drawing games with friends while chatting through video
- Includes share screen functions
- Allows you to send and receive pre-recorded video messages
Best for Office 365 fans: Microsoft Teams
Microsoft Teams enables Microsoft users to effectively communicate and collaborate using features such as video meetings, chat functionality, tags, and pins.
- Create your own teams and channels for customized conferences
- Record meetings for future reference
- High-quality 2-way video and sound feeds
- Compatible with desktop and mobile devices
Best for Google and G Suite users: Google Hangouts
Google Hangouts is a highly convenient and user-friendly video chat service, ideal for Google users.
- Only Google users can use Google Hangouts, although Google users can invite non-Google members to join a Hangouts video call through their web browser
- Access Google Hangouts either through the web application or as a direct app on Android or iOS
- Google Hangouts allows instant messaging and file sharing as well as video conferencing with up to 10 other participants
- Video calls are only encrypted in transit
Best for Facebook addicts: Facebook Messenger
While Facebook remains highly renowned as a social media platform, Facebook Messenger’s video chat features are not as widely recognized.
- Facebook offers fairly good call quality although calls can be dropped if you’re calling overseas
- You can make calls directly through the Facebook Messenger mobile app for Android and iOS, or use the web browser version on any internet browser
- You can only make a video call with another registered Facebook user, but given that almost everyone is on Facebook that’s not too much of a restriction
- Facebook allows video conferencing with up to 50 participants
- Facebook video calls are not always encrypted, although Facebook is considering this
Find a Way to Keep in Touch That Suits You
There are numerous high-quality video chat options available to ensure you stay connected, whether you use them for work, leisure, or to keep in touch with distant relatives.
BONUS: The benefits of having live chat software on your website
1. It reduces friction for customers in search of support
Try to envision the following situations:
In scenario one, you find yourself requiring assistance from customer support. You opt to dial the 1-800 number, however, upon connecting, you are required to navigate through several prompts in order to reach the appropriate department. After enduring a wait period, you eventually manage to connect with a representative. Disappointingly, they are unable to assist you and consequently, you are placed on hold briefly before being transferred to another department.
In the second scenario, when you require customer support, you opt to utilize the live chat feature available on the company’s website. After providing a concise description of your issue, you respond to several inquiries from a chatbot. Since the chatbot is unable to address your problem, it proceeds to connect you with a live agent who promptly resolves your issue.
As a customer, which scenario would you likely choose? Most likely, you will opt for scenario two. It is important to note that complete elimination of humans from customer support is not recommended. Customers should always have the choice to communicate with someone. However, numerous customer inquiries can be handled effectively using a combination of a chatbot and live chat.
As a result, customers experience reduced friction, increased satisfaction, and overall contentment.
2. It reduces business costs
Implementing live chat software in your business offers the advantage of noticeably decreasing expenses related to customer service.
If your business utilizes live chat software, you can reduce the number of agents required as each agent can manage several chats simultaneously, unlike attending to only one phone call at a time.
Live chat software can also help reduce the costs related to phone calls, such as toll-free and international number charges, which can accumulate over time.
3. It reduces barriers to entry for support and sales teams
In addition to enhancing workflows for your customer support team, the implementation of live chat software can also streamline the sales process.
While many people often associate chatbots and self-service automations with providing support for simple customer inquiries, live chat software can also be utilized by your sales representatives to start conversations with potential customers who are browsing your website.
This implies that your sales team will experience increased conversions, while your support team will encounter a decreased number of customer queries.
4. It reduces drop-offs during the purchase process
Having a smooth checkout process should be one of your main concerns if you operate an ecommerce shop or any business that allows customers to make purchases through your website.
How can live chat software be used to minimize drop-offs (which refers to customers abandoning their carts) while making a purchase? While customers explore your website, they may have inquiries such as “Is there free shipping available?” or “Will there be a discount if I buy multiple quantities of a product?”
If customers are required to call you to have their questions answered, it may be seen as too much work or a hassle. At this point, the goal is to minimize obstacles. This is where live chat software can be advantageous – customers who are ready to make a purchase but have inquiries can simply click on your chatbot or live chat icon and instantly receive the necessary answers.
Common live chat mistakes to avoid
As you begin using a live chat solution, avoid doing the following:
1. Not synchronizing the availability of chat to the availability of agents
Many people overlook this crucial step, but it is important to synchronize the availability of live chat agents with the implementation of a live chat solution on your website.
If someone were to open the chat box with the expectation of talking to a live agent, receiving a generic chatbot response would not result in a satisfactory digital customer experience.
2. Not synchronizing the context of the website with the live chat
Ideally, your customers should have a clear understanding of what they can and cannot do using your website’s live chat feature right from the start.
If your website’s FAQ page or Contact Us page claims that your live chat agents can assist with tasks like credit card applications or requesting a credit limit increase, it is crucial that your customer service team is capable of seamlessly performing these actions.
Integrating your live chat tool with your contact center software and CRM is essential for this significant reason. By doing so, all your customer data and previous interactions will be consolidated in a single location, saving your agents from the hassle of switching between various applications and searching different sources of information to assist customers.
Dialpad Ai Contact Center serves as an example of a solution that accomplishes this exact task. It not only enables agents to manage various communication channels such as phone calls, live chat, and social media messages from a unified platform, but it also integrates seamlessly with popular CRMs like Salesforce and HubSpot. As a result, all data and information can be efficiently centralized in a single, user-friendly location.
3. Not paying attention to the UI
Ensure that you consider the user interface (UI) of your live chat tool as carefully as you do for your website or mobile app. It is important that your chat experience is user-friendly and intuitive for both customers and potential clients.
Ensure that your live chat feature is easily accessible, without hiding or relegating it to the bottom of your Contact Us page.
The chat box is typically situated in the lower bottom right of a website, a position familiar to most people. It is advisable for the live chat widget to appear when customers click on it, in case it does not appear automatically. If you notice that customers are abandoning their purchases at the product pages or cart checkout pages, it may be beneficial to display the chat window more prominently in those areas. This is often due to customers having important questions or concerns that need addressing before completing their purchase.
4. Implementing live chat as an island
Customers and patients in various industries, such as utilities providers and healthcare centers, don’t restrict their contact only to a specific timeframe such as 9 to 5 on weekdays. They reach out for assistance at any hour of the day.
To provide round-the-clock customer support, it is essential to employ agents who will be available online at all times in addition to using live chat software.
However, you have the option to enhance your live chat tool by incorporating chatbots and self-service options in order to achieve the same level of coverage.
To ensure efficient handling of customer queries, it is important for your help desk or customer support team to possess a range of integrated options, one of which should be live chat. This amalgamation of solutions aims to redirect basic inquiries towards self-service alternatives while enabling your agents to concentrate on more intricate assignments.
Don’t forget that the main objective is to take initiative and discover methods to allow your agents to prioritize the requests that truly require human intervention.
4 signs your business might need live chat software
It is not necessary for every business to have a live chat solution. We would like to avoid making dishonest claims that every company must spend their money on this software. However, regardless of whether you run a small business or a multinational corporation, there are certain indicators that suggest it might be a good idea to consider implementing live chat software if you haven’t already done so.
1. Customers are abandoning calls and/or carts
Improving conversion rates and sales for your business becomes easier if you address the reasons why customers abandon their carts – be it due to uncertainty about a purchase, simply browsing, or inability to find product information. This is a highly opportune area to focus on and achieve positive outcomes.
If you encounter prospects who are hesitant to complete their payment for any reason, a chatbot or live chat software can assist you in providing answers and encouraging them to proceed.
2. Your contact center team is overwhelmed
If you have observed your customer service team members facing difficulty handling a high number of phone calls, it indicates an opportunity to enhance your communication channels through the utilization of live chat software.
(It is worth noting that self-service options like chatbots are also included in these channels!)
Reducing hold times not only assists agents who are on the phones, but also enhances the customer experience.
3. Lots of people are opening a “contact us” form but not submitting it
Customers may opt for email instead of phone due to the inconvenience of lengthy conversations and holding times, but it should be noted that email is not always as straightforward as it appears.
To begin with, customers might encounter a complex form requiring them to provide personal details and simply decline the offer. Additionally, individuals often face the frustrating situation of completing a form only to receive a delayed response, sometimes lasting days or even weeks, which could discourage them from using the same communication channel again. What makes it unfair is that this occurrence can happen regardless of whether the customer had a similar experience with another company and you are not at fault for it.
If you are monitoring the metrics of your website, examine whether individuals are opening or clicking on your “contact us” form but leaving it without taking any further action. If this is the case, it indicates that the experience is generating excessive obstacles, and you may consider utilizing live chat software to overcome this problem. Live chat provides a less daunting alternative for customers (or potential customers) who wish to communicate, and it may even provide them with quicker responses.
4. You, as a business, are experimenting with a digital strategy
Nowadays, it is no longer sufficient for most businesses to solely rely on phone agents for customer communication. Brands must adapt to the changing landscape where customers and prospects utilize a wider range of communication channels, such as WhatsApp for social media, SMS texting, and Apple Business Chat for digital interactions.
If you are certain that your customers only use the phone to reach out to you, then there is no immediate need to consider this. However, if your customer base is already exploring these platforms and reaching out to you via social media messages, it would be wise to take initiative and explore live chat software.
