Are you interested in engaging with your website visitors while they are browsing your site?
By incorporating a live chat box on your website, you can instantly assist your website visitors and guide them in the right direction.
This article will guide you through the process of comparing the top live chat software options and selecting the most suitable solution for your requirements.
How to Use a Live Chat Software for WordPress Website?
By adding a live chat box on your site, you can effectively communicate with your website visitors. This feature enables you to instantly address any relevant queries they may have, preventing them from hesitating to take desired actions, such as making a purchase.
When choosing a live chat software for your website, it is important to keep a few things in mind.
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In order to determine the reason for incorporating a live chat box on your website, you must analyze the various purposes it serves.
- Increase sales: Communicate with your customers and understand what keeps them from purchasing your products. Provide instant assistance to generate more sales and revenue.
- Lead generation: Integrate your chat box with your email marketing service and capture leads. Even if your users aren’t ready for doing business with you immediately, you can still follow up with them to convert them later.
- Measure net promoter score (NPS): NPS is an important metric that measures your customers’ loyalty. After a chat, persuade your users to submit an NPS survey to understand how likely it is your customers will recommend your products to their friends.
Characteristics:
In order to find the perfect live chat software for your needs, compare the different features offered by various options.
The process of integration involves merging or combining different elements or aspects into a unified whole.
Before selecting a WordPress chat plugin, it is important to verify if it effectively integrates with your preferred web applications. Additionally, you may wish to examine whether there is a built-in integration option available to effortlessly incorporate a WordPress live chat box onto your WordPress site.
16 Best Live Chat Softwares
1. LiveChat
The best live chat tool available is LiveChat. It enables you to contact your website visitors and guide them appropriately.
The pricing depends on the number of agents who can access your LiveChat account simultaneously. Nevertheless, you have the freedom to create multiple agent accounts for organizing your team members. The chat window instantly displays everything that customers type, enabling you to promptly assist them.
In addition to having powerful built-in reports and analytics, the tool has the capability to be integrated with your Google Analytics account to measure the impact of LiveChat on your business. Furthermore, they provide a free WordPress chat plugin that can be installed on your website.
LiveChat, Inc. provides support for integrating with all the web apps you love.
What are the best features?
- LiveChat has a large marketplace that offers all sorts of integrations.
- The chat box offers visitor information, canned responses, and a message sneak-peek.
- File sharing is possible for screenshots and documentation.
- Make chat transcripts for feedback and to see how agents are doing.
- The chat timeline lets you jump back on any conversation to view what happened.
- The chat box customization tools include your company logo, social media buttons, and agent profiles.
- Engage customers with automations for greetings, ticket forms, popup windows, and other live chat on website options.
2. Sendinblue Chat
Sendinblue is a comprehensive digital marketing suite that allows you to establish a chat box, email list, and various other features.
Sendinblue Chat is a high-quality live chat plugin that enables you to interact with your potential customers and existing clients instantly. Through Sendinblue Chat, you have the ability to create a personalized chat box that includes your company name and logo.
By providing the ability to organize your team, it enables you to establish a workflow for assigning chats to agents.
By integrating the live chat software with additional Sendinblue services such as email and SMS marketing, the ability to establish trust with users is accelerated.
3. Olark
Olark is a live chat tool that is both simple and comprehensive. It provides a seamless chatting experience for visitors and teams, while also allowing customization of the chat box widget to align with your brand. This ensures a consistent experience throughout your site.
By utilizing its automated messaging feature, you have the ability to send messages according to your visitors’ actions. This enables you to effortlessly provide the appropriate messages at the ideal moment.
The pricing depends on the quantity of agent accounts you wish to establish.
What are the best features?
- Olark integrates with many third-party tools such as Groove, HubSpot, Salesforce, and Slack.
- It offers advanced customization tools for matching the chat box to your brand.
- The metrics are sent to you in real-time for analysis and understanding what your customers are doing on your website. Some metrics include customer satisfaction, chat volume, and agent activity.
- Automation tools assist with speeding up your overall workflow. For instance, you can generate canned responses for certain visitor behavior or messages.
- Olark creates transcripts for you to look at conversations, understand how well your agents work, and to use it as customer feedback.
- Generate custom forms to place in your chat box, and collect information from your customers before chatting.
- You can also distribute certain chats to other members of your team with the click of a button.
4. HubSpot
HubSpot provides a complimentary WordPress plugin that comprises live chat software, CRM (contact management), email marketing, popups, and additional features.
With HubSpot, you have the ability to incorporate live chat onto your website without the need for coding. It includes a live chat builder that is easy to use and allows you to personalize the appearance of your live chat widget to align with your brand. You can also develop specific welcome messages for various web pages or audience groups, automatically direct chat conversations to the appropriate team, and save each contact’s live chat history in the CRM.
You can develop chatbots to handle common customer inquiries in situations when you are unavailable. By utilizing the contact details stored in the integrated CRM, your chatbots can provide more customized responses.
5. Zendesk Chat
Zendesk Chat, which used to be called Zopim, is a top live chat service available. It enables you to communicate with your customers through live chat. A free plan is offered that has some limitations, but it allows anyone to include a live chat box on their website.
By following a step-by-step process, it is possible to establish automated chats and deliver a personalized chat experience to visitors, taking into account their behaviors.
You have the option to monitor your website visitors either within your Zendesk Chat dashboard or by integrating it with your Google Analytics account for further analysis.
What are the best features?
- Going back to check messages is extremely easy with tools for jumping back on the chat timeline and looking at analytics.
- Chat routing, shortcuts, and tags are all there to expedite the process.
- Zendesk Chat links to most Zendesk tools, along with website platforms like WordPress, Shopify, and Magento.
- The chat box designs and customization tools are all bright, beautiful, and welcoming – with great support for background images and avatars.
- Your company can accept files and pre-chat forms to better understand what your customers are asking.
- Triggers are used to contact users through live chat, all based on movements made on your website.
6. Comm100 Live Chat
Comm100 is a live chat service for enterprises, which aids in converting website visitors into customers by providing instant support.
By utilizing its Chatbot feature, you have the ability to offer automated responses for frequently asked questions and have complete authority over the inquiries and responses your Chatbot manages. The Chatbot aids in reducing handling time, decreasing service expenses, and enhancing the skills of your agents.
By offering audio/video chats during a live chat session, you can provide the best pre-sale customer experience on your site. Additionally, with Comm100, you can remotely access and control a visitor’s desktop with their permission.
7. TeamSupport (SnapEngage)
TeamSupport is a live chat service that provides the convenience of being easily integrated into your website. It offers smooth connections with numerous third-party services, such as CRM software, help desk, project management, and marketing solutions.
In addition to providing live chat on your website, SnapEngage enables you to deliver exceptional customer service via SMS. By utilizing the SnapEngage chat portal, your agents can reply to text messages sent by customers.
By thinking systematically, you can have a glimpse of what customers are typing before they ultimately send their message.
8. Crisp
Crisp is an attractive and cost-free chat plugin for WordPress that aids in expanding your email list, creating leads, and establishing connections with your clients.
The plugin has various features, such as real-time notifications, desktop apps, mobile apps, and availability schedule. It allows you to generate comprehensive team profiles containing name, photo, location, social networks, and browsed webpages.
9. Tidio
Tidio is a software for live chat that includes chatbot tools, allowing you to provide excellent customer service and boost sales.
You have the option to utilize your chatbot to prevent customers from abandoning their carts by initiating a chat conversation that includes a discount or free shipping offer.
The noteworthy feature of this platform is its provision of a dedicated plugin for all types of websites and platforms. Hence, it is possible to integrate Tidio into your site without any need to modify the existing code.
After enabling Tidio, you have the option to utilize over 20 templates for creating a chatbot workflow, effectively automating the majority of your customer service conversations.
What are the best features?
- Several integrations with some top website software like Wix, BigCommerce, and Shopify. The company seems to focus on ecommerce platforms.
- Tidio combines email, Messenger, and live chat so that you respond to your customers within seconds.
- All of the messages, regardless of your business size, get directed to one simple dashboard.
- Access to chatbots for responding to simpler customer questions. The bots talk to customers 24/7 and offer things like discounts and abandoned cart deals.
- The real-time metrics help you understand how customers are moving around on your website.
- Customization settings are there for branding your chat box and matching it to your website.
- The Android and iOS apps keep you in touch with customers through the chat box at all times.
10. LivePerson
LivePerson is a renowned platform for messaging and bots that enables communication with customers both on and off a website.
Your website, mobile web, or app can serve as channels for your visitors to send messages through.
By integrating with Facebook Messenger, LivePerson enables you to provide personalized customer service and monitor the conversation, while ensuring a familiar and smooth chatting experience for your customers, who are already familiar with using Messenger.
Customer care professionals have the ability to access and review their daily performance KPIs, such as completed engagement and average engagement length, directly from their workspace, which is highly advantageous.
11. Genesys DX
Genesys DX is a software suite for live communication that offers chat, email management, and a click-to-call tool to assist website visitors and customers. By incorporating artificial intelligence and agent interaction solutions, it ensures quicker response times.
Genesys DX AI, with its smooth and innate comprehension of language, is capable of understanding the intentions of your customers. It then promptly offers a link to helpful documentation or facilitates a connection to a live agent.
In addition, it provides you with the ability to communicate with your customers via Facebook Messenger and SMS, enabling you to deliver top-notch customer service.
What are the best features?
- The live chat pops up for customers and speaks to them without any problems. The AI bot then decides where to send the customer in a matter of seconds.
- You can use images, in-app previews, emojis, gifs, and file validation for a rich messaging experience.
- Trigger proactive messaging based on context: visitor activity, customer profile, and agent availability.
- All communications are managed in one location – from email to chat, and SMS to social media.
- The chatbots in Genesys work more like humans by understanding intent and not relying on matching specific keywords to knowledge base articles.
- Customize automated conversation flows via native or third-party bots.
- Let customers pause and resume chatting at their convenience without losing the conversation.
12. Intercom
Intercom is a comprehensive live chat software designed for sales, marketing, and support purposes. By utilizing Intercom, you have the ability to automatically qualify and convert leads through the use of bots and live chat. Additionally, you can engage customers by sending targeted email, in-app, and push messages. Integrated within Intercom is a help desk and knowledge base feature, which assists customers in swiftly resolving any issues they may encounter.
If you need a live chat tool, Intercom may not be the most suitable option due to its additional marketing features. If you don’t plan to utilize these extra features, it would be more beneficial for you to select a less expensive software that focuses only on live chat.
What are the best features?
- Intercom provides an excellent business messenger for automating the capture of customer information and convincing high-value leads to continue down your sales funnel.
- You can opt to utilize bots for booking demos for the best leads and sending the customers to the right sales representatives.
- The software has real-time reports with leads, deals won, and pipeline information.
- Olark includes a team inbox feature, so all messages can be found in one place. However, it also redirects the messages to the proper reps.
- The targeted messaging ensures that your customers know they’re being taken care of. For instance, you can automatically ask if they need help or ask for their email.
- You can integrate Intercom with other third-party tools like Salesforce and Marketo. There’s an app store to complete these integrations.
- Product tours allow you to guide customers through your offerings automatically.
13. Drift
Drift offers a comprehensive range of features for businesses considering live webchat services, encompassing chatbots, meeting calendars, account-based marketing, landing pages, and canned emails to support sales teams.
Drift appears to prioritize computerizing the complete chat process, or at least most of it.
Drift has the ability to be utilized by marketing or sales teams, and it offers an enterprise-grade version.
Drift eliminates the lengthy, monotonous steps in acquisitions by reducing the reliance on excessive emails and CRM communications. Instead, the AI and automations filter out only the most promising leads for the sales representatives, ensuring efficiency and avoiding any time wastage.
What are the best features?
- Bots are one of the main elements for automatically qualifying leads at all times of the day.
- Book meetings without even talking to your customers.
- The bots will route certain conversations to salespeople.
- The chatbot identifies the best potential customers so that you start talking to them first.
- The automation also responds to specific questions by sharing information from your knowledge base.
- VIP accounts are created for your best customers. This way, you can chat with these people by starting with their first names and knowing exactly what they are interested in.
- Drift has an email module that instantly links customers to the sales reps. This way, you don’t have to bother much with regular email.
14. PureChat (purechat.com)
You can launch a chat box on your site for free with PureChat. Although its interface may not be very modern, it offers numerous features for artificial intelligence, lead capture, and appointment scheduling.
To add PureChat to your site, you will need to follow a few steps, and afterwards, you can customize it to align with your brand.
Additionally, it appears that the PureChat customer support team possesses a high level of knowledge and is available at all times to assist you with any questions regarding onboarding and management.
What are the best features?
- Full customization is provided through the free plan. In fact, a list of over 20 features is included with the free package.
- You receive unlimited chats for all pricing plans.
- Both iOS and Android apps are available for chatting with customers on mobile devices.
- File transfer tools are there for passing along documents and other files.
- Chat alerts and canned responses help with automating your customer support.
- Show availability schedules and book appointments directly through the live chat software.
- Show unique information like your location and Twitter feed.
- Upgrade to the premium plans for real-time analytics and visitor tracking.
- The paid plans also provide SMS notifications for your chats.
15. ClickDesk (www.clickdesk.com)
ClickDesk offers a unique alternative to traditional live chat software. It is designed to meet the needs of companies that desire to incorporate voice and video capabilities into their chat box. This means that the support representative and the customer can both have the ability to see each other during the chat interaction.
Integrations are available to connect with software for helpdesks and other customer support modules. Additionally, you have the option to link your social media accounts to the live chat box, thus expanding your reach on those platforms.
What are the best features?
- Your chat box includes a video chat, expanding upon your support capabilities. This also adds a personal touch since customers can see you.
- The live chat box encourages sales and prompts the right sales reps to chime in on the conversation.
- You can opt for voice chatting instead of video.
- ClickDesk’s help desk software is automatically integrated with the chat box for the ultimate customer support area.
- Send more users to your Facebook and other social media accounts by linking in your chat box.
- The reporting area shows advanced analytics like chat durations and sales.
- You receive an Android mobile app for chatting on your phone.
16. LiveAgent (www.liveagent.com)
LiveAgent is a suite rather than standalone software, encompassing live chatting and additional software options like ticketing, call center software, and knowledge base tools.
To obtain live chat functionality, you will need to choose the Chat plan as certain software pieces are bundled together in plans.
Below, we will focus on the pricing details for the Chat plan. However, it is important to note that the plan also includes the following additional software options: contact forms, knowledge base, email support, feedback management, and visitor monitoring.
What are the best features?
- Video calling is included with some of the plans.
- LiveAgent has excellent chat invitations and visitor monitoring to make your conversations more relevant.
- Feedback management assists with getting information from your customers and bettering your customer support.
- You get a forum and knowledge base to round out your customer service pages.
- The mobile app allows for live communicating with customers on your phone or tablet.
- You can connect to the many other LiveAgent products like Call Center, Customer Portal, or Customer Service.
- The chat dashboard lets you check all of the active chats, along with agent activity, and much more.
- User information is transmitted to the agent once the conversation has started.
Benefits of using live chat software
- You minimize expenses by cutting down on phone time and lengthy emails.
- It’s an easy way to push users through your sales funnel.
- Online chatting is easy, so you should be able to boost customer happiness.
- Live chat software has real-time information so you know what your customers are doing on your site.
- Chat boxes offer options for customer feedback and forms.
Furthermore, there are numerous other benefits to consider. Essential to note is that the use of live chat software is exceptionally simple, allowing you and your team to quickly become proficient in its usage.
Live chat software FAQ
There are several methods available for using live chat for free. Here are a few choices: 1. Built-in free live chat software: Some website platforms or content management systems (CMS) include live chat as part of their free or basic packages (e.g., Wix). You can verify if your website platform offers this feature. 2. Free live chat software providers: There are various free live chat software providers that offer limited features or a freemium model (e.g., Tawk.to). However, these options typically have restrictions. 3. Trial periods: Many live chat software solutions offer free trial periods for testing their features before purchasing. These trials usually have a specific duration, such as 14 or 30 days. 4. Open-source live chat software: Open-source live chat solutions like Rocket.Chat can be freely downloaded and installed on your own server. However, keep in mind that installation and maintenance may require technical expertise. It is important to note that while these options provide free access, they may have limitations in terms of functionality, customization, or customer support. If you require more advanced features or dedicated support, paid options should be considered.
Live chat is not a standalone customer relationship management (CRM) system, but it can be combined with CRM software to improve customer interactions and data management. Additionally, various CRM systems offer integrations or extensions that enable businesses to link live chat features with their CRM platform. Through this integration, chat data can be synchronized with the CRM system, leading to a more cohesive understanding of customer interactions and enhancing overall customer relationship management.
The level of security in live chats varies depending on the precautions implemented by the live chat software provider and the website owner. Certain considerations that should be taken into account encompass encryption capabilities, secure storage and retention of data, access controls, anonymity and privacy features, adherence to regulations, and consistent software updates.
