12 Best Live Chat Software for Websites Shortlist
After rigorous evaluation, I've handpicked 12 of the best live chat software options. Let's dive in!
- Gladly - Best for unified customer communication
- Nextiva - Best for voice-driven customer service
- Qualified - Best for website visitor identification
- Drift - Best for conversational marketing
- Tidio - Best for small business live chat needs
- HubSpot Service Hub - Best for integrating with a comprehensive CRM
- Zendesk Support Suite - Best for a multi-channel customer support
- Zoho Desk - Best for integration with other Zoho products
- Intercom - Best for personalized customer messaging
- Sprinklr - Best for social media customer engagement
- Salesforce Service Cloud - Best for large scale customer service automation
- Birdeye - Best for customer feedback and reputation management
Live chat software for websites, as the name suggests, provides a platform for direct communication with your website visitors via an integrated chat widget. Increased conversion rates and improved customer satisfaction are designed to address common pain points such as delayed customer response time and lack of real-time support. With a live chat tool, I can easily add a chat box on my site, have chat windows that provide real-time conversation, and also use proactive chat to engage visitors before they leave. It includes unlimited talks, routing based on the visitor's query, and saving chat history for follow-ups.
Thanks to the mobile app, I can easily respond to chats no matter where I am. The API lets me integrate with other tools I use. Templates are a lifesaver when it comes to quickly responding to common queries. Chat transcripts are also useful for future improvements. Some of these tools have plugins or add-ons, so I don't need to worry about coding anything. These tools enhance the chat experience for both me and my site's visitors. They help me increase conversion rates, ensure timely follow-ups, and most importantly, keep customers happy and satisfied.
What is Live Chat Software for Website?
Live chat software for websites is a digital live chat solution that facilitates real-time communication with unlimited chats between website visitors and an organization's customer service team. Its widespread application spans businesses of all sizes - from small startups to large corporations. It is predominantly used by customer service and sales reps and serves a dual purpose. On one side, it offers instant, personalized customer support, turning faqs into solutions promptly.
On the other hand, it acts as a powerful sales instrument, chat routing, engaging potential customers, guiding them through their buyer journey, and effectively nudging them from consideration to purchase. Live chat software enhances the user experience and leaves an indelible mark of efficient service and engagement.
Overviews of the 12 Best Live Chat Software for Website
1. Gladly - Best for unified customer communication
Gladly is a modern customer service platform that brings a unique approach to customer communication. Its ability to consolidate customer interactions across different communication channels into a single conversation stands out.
Why I Picked Gladly:
Gladly's single conversation approach was distinctive while searching for the best live chat software, Gladly's single conversation approach was unique. It allows support agents to view customer interactions from various channels in one place, which simplifies communication. I decided it's "best for unified customer communication" as it eliminates the disconnect often experienced with separate channels, offering streamlines and a more unified customer experience.
Standout features & integrations:
Gladly has features such as personalized communication, built-in voice and SMS capabilities, and robust analytics. Moreover, its integrations with e-commerce platforms such as Shopify and Magento and other CRM tools enhance its chat functionality, making it an effective tool for both customer service and sales teams.
Pricing:
Starting at $75/user/month (billed annually), it's not the cheapest option on this list. However, its wide array of features and exceptional approach to unified customer communication justifies this price point.
Pros:
- Unified conversation approach across channels
- Personalized customer communication
- Comprehensive analytics and reporting
Cons:
- The high starting price point
- Lacks a lower-cost option for smaller businesses
- The setup might require a learning curve.
2. Nextiva - Best for voice-driven customer service
Nextiva is a cloud-based communication system that offers voice, video, and chat capabilities. Its forte lies in delivering superior voice-driven customer service, making it an ideal choice for organizations prioritizing telephonic interactions.
Why I Picked Nextiva:
In choosing Nextiva, its stellar voice service capabilities stood out among the competitors. The tool's focus on voice communication and its comprehensive feature set mark it as an exceptional solution. Therefore, I determined it's "best for voice-driven customer service,” as it successfully” fully bridges the gap between traditional telephony and modern customer service requirements.
Standout features & integrations:
Nextiva impresses with its features, such as VoIP services, team messaging, and a customizable customer journey dashboard. It integrates well with prominent platforms such as Salesforce, Zendesk, and Microsoft Teams, making it a versatile solution that seamlessly fits existing workflows.
Pricing:
Pricing for Nextiva starts from $18.95/user/month (when billed annually). This cost scales as per the features and services required, making it a flexible option for different budget ranges.
Pros:
- Excellent voice service capabilities
- Rich integrations with popular platforms
- Customizable customer journey dashboard
Cons:
- Some features may require a higher pricing tier.
- Limited customization options in the lower pricing plan
- The learning curve for non-technical users
3. Qualified - Best for website visitor identification
Qualified is a conversational marketing platform that goes beyond standard live chat service by providing real-time website visitor identification. Its specialty is its adeptness in identifying and engaging with potential customers as they browse your site.
Why I Picked Qualified:
Qualified's unique capability to identify visitors in real-time caught my attention when I evaluated various live chat software. It stood apart with its proactive approach to customer engagement. Hence, I believe it's "best for website visitor identification,” as it lets your team reach out to potential customers right when they're in the exploration phase.
Standout features & integrations:
Qualified shines with features such as real-time visitor profiles, sales alert notifications, live views, and chatbots. It offers valuable integrations with Salesforce, Google Analytics, Mailchimp, and Slack, allowing for better collaboration and efficient sales operations.
Pricing:
Pricing for Qualified starts from $500/month (minimum five seats). Though it seems steep, the unique visitor identification feature and robust Salesforce integration make it worthwhile for businesses with high website traffic.
Pros:
- Real-time visitor identification
- Strong integration with Salesforce
- Proactive engagement capabilities
Cons:
- Expensive for small businesses
- Requires a minimum of 5 seats to start
- Limited integration with other CRM platforms
4. Drift - Best for conversational marketing
Drift leads the pack as a conversational marketing platform. Their tool empowers businesses to engage website visitors with real-time, personalized chat messages, creating an environment ripe for meaningful conversations.
Why I Picked Drift:
What struck me about Drift is its dedication to making conversations an integral part of the marketing strategy. It's not just about answering customer questions; it's about sparking meaningful chat conversations to lead customers down the sales funnel. Because of this unique approach, Drift is "best for conversational marketing.”
Standout features & integrations:
Drift offers features such as personalized welcome messages, AI-driven chatbots, and targeted account-based marketing. Its integrations with Salesforce, Marketo, and Slack can elevate your team's efficiency, ensuring that every conversation pushes toward your business goals.
Pricing:
Pricing for Drift starts from $50/user/month. Though it doesn't offer a free plan, its robust features and comprehensive approach make it a good investment for businesses focused on conversational marketing.
Pros:
- In-depth conversational marketing tools
- Powerful AI-driven chatbots
- Valuable integrations with CRM and marketing tools
Cons:
- Pricey for smaller businesses
- No free plan is available.
- It can be overwhelming for beginners due to the breadth of features. focus
5. Tidio - Best for small business live chat needs
Tidio is a robust tool tailor-made for small companies looking to supercharge their customer interactions. It combines live chat widgets, email, and messenger services under a single intuitive platform to provide seamless customer communication.
Why I Picked Tidio:
I chose Tidio because it provides quality service without overwhelming small businesses. Its simplistic design and easy-to-use interface stand out, perfect for a small team that focuses on customer engagement more than learning complex software. It can customize the live chat pop-up to match the business’ branding. Thus, Tidio seems "Best for small business live chat needs.”
Standout features & integrations:
Tidio offers the power of automation through chatbots and provides an integrated mailbox for managing customer inquiries. Key integrations include popular e-commerce platforms such as Shopify, WooCommerce, and WordPress, making it a powerful tool for small online businesses.
Pricing:
Tidio's pricing starts from $18/user/month, offering a competitive pricing structure for small businesses. Please note that this is the price for their lowest-priced paid plan, as their free plan comes with a partial suite of features.
Pros:
- The simplistic design and easy-to-use interface
- Powerful chatbot automation features
- Valuable integrations with ecommerce platforms
Cons:
- Limited features on the free plan
- The learning curve for chatbot automation setup
- Some users may find the per-operator pricing expensive.
6. HubSpot Service Hub - Best for integrating with a comprehensive CRM
HubSpot Service Hub is a component of the HubSpot ecosystem that focuses on customer service. It's designed to connect and synchronize with HubSpot's CRM, providing a streamlined service experience and a unified view of the customer journey.
Why I Picked HubSpot Service Hub:
I chose HubSpot Service Hub for its tight integration with HubSpot's comprehensive CRM system. It distinguishes itself by working as part of a holistic system, bringing together marketing, sales, and service operations. It can build chatbots to answer questions, book meetings, or qualify leads. For these reasons, the tool is "Best for integrating with a comprehensive CRM.”
Standout features & integrations:
Key features include a ticketing system, automation, help desk software, customer feedback tools, and robust reporting capabilities. As part of the HubSpot ecosystem, it offers integrations with the entire suite of HubSpot tools and Pure Chat, Olark, and Zapier, ensuring seamless customer data management.
Pricing:
Pricing for HubSpot Service begins at $50/user/month (billed annually). This gives you access to the Service Hub's features as part of a more extensive CRM solution.
Pros:
- Seamless integration with HubSpot CRM
- Robust reporting capabilities
- Comprehensive customer service tools
Cons:
- It may not be cost-effective for small businesses.
- It can be overwhelming due to the multitude of features.
- Limited effectiveness when used standalone without other HubSpot tools
7. Zendesk Support Suite - Best for multi-channel customer support
Zendesk Support Suite is a robust customer service platform that centralizes your business's customer support channels into one accessible location. It enables your team to handle customer inquiries and interactions across different channels, making it ideal for multi-channel customer support.
Why I Picked Zendesk Support Suite:
I selected Zendesk Support Suite due to its strength in providing a unified, multi-channel support experience. What sets it apart is its ability to manage customer communications across email, chat, phone (Android/iOS), and social media all in one place. Consequently, I choose "Best for multi-channel customer support."
Standout features & integrations:
Zendesk Support Suite includes a unified agent workspace, omnichannel support, and automated workflows. It offers valuable integrations with popular tools such as Slack, Salesforce, and various social media platforms, which enables smooth communication and data sharing.
Pricing:
Pricing for Zendesk Support Suite starts from $49/user/month (billed annually). This price gives you access to essential features for managing customer interactions across multiple channels.
Pros:
- Comprehensive multi-channel support capabilities
- Integration with popular external tools
- Streamlined agent workspace for improved efficiency
Cons:
- High cost for small businesses
- The initial setup can be complex.
- Some advanced features require higher-priced plans.
8. Zoho Desk - Best for integration with other Zoho products
Zoho Desk is a customer service software that allows your business to engage effectively with customers and address their needs. Its standout ability is its seamless integration with other Zoho products, offering companies that already use Zoho a streamlined, unified platform for their customer service needs.
Why I Picked Zoho Desk:
In compiling this list, I chose Zoho Desk for its seamless integration with the comprehensive suite of Zoho products. Its distinct value lies in its ability to mesh perfectly with the Zoho ecosystem, which includes CRM, marketing, project management, and more. Thus, Zoho Desk is the "Best for integration with other Zoho products."
Standout features & integrations:
Zoho Desk offers multi-channel support, support tickets, and reporting and analytics tools. It integrates smoothly with various Zoho tools, including Zoho CRM, Zoho Projects, and Zoho Analytics, promoting a unified business platform.
Pricing:
Zoho Desk pricing starts from $14/user/month. This includes access to basic features such as email ticketing, predefined SLAs, and customer management.
Pros:
- Deep integration with the Zoho suite
- Offers multi-channel support
- Robust ticket management system
Cons:
- Setup can be complicated.
- Some features have a steep learning curve.
- Advanced features require more expensive plans.
9. Intercom - Best for personalized customer messaging
Intercom is a conversational relationship platform that excels in personalized customer messaging across various touchpoints. It allows businesses to send customized, automated messages based on user behavior, which aligns with its distinction as best for personalized customer messaging.
Why I Picked Intercom:
Intercom was a definite choice for this list due to its exceptional approach to personalizing customer interaction. Its standout attribute is the ability to automate personalized messages based on individual behavior and preferences. I consider Intercom to be "Best for personalized customer messaging."
Standout features & integrations:
Intercom includes features such as behavioral targeting, customer segmentation, and an automated messaging platform. It integrates well with Slack, HubSpot, Salesforce, and other tools, allowing smooth workflows and increased productivity.
Pricing:
Intercom's pricing begins from $39/user/month, providing access to essential features such as targeted messaging and team inboxes. It is important to note that the base price excludes some advanced features available at higher-priced plans.
Pros:
- Superior personalization capabilities
- Robust integrations with other platforms
- High-quality customer segmentation
Cons:
- Higher pricing compared to some competitors
- Advanced features come at an extra cost.
- It could be complex to set up for beginners.
10. Sprinklr - Best for social media customer engagement
Sprinklr is a unified customer experience management (Unified-CXM) platform that helps brands manage their online presence across various social media channels. Its primary focus is enhancing customer engagement on social media, making it ideal for organizations keen on leveraging social channels for customer service.
Why I Picked Sprinklr:
I chose Sprinklr for this list due to its comprehensive approach to social media customer engagement. Sprinklr can effectively manage customer conversations across multiple chat apps such as Facebook Messenger, Whatsapp, and Telegram. Given these attributes, I judge Sprinklr as the best tool for organizations looking to boost their social media customer engagement.
Standout features & integrations:
Sprinklr offers critical features, such as social media monitoring, sentiment analysis, and customer journey mapping. It integrates well with platforms such as Salesforce, Microsoft Dynamics, and other CRM systems, ensuring a well-connected ecosystem.
Pricing:
Pricing for Sprinklr is upon request. They tailor their packages according to the specific needs and scale of the customer's business.
Pros:
- Robust social media management capabilities
- Effective customer journey mapping
- Robust integrations with popular CRM systems
Cons:
- Pricing is not transparent.
- It can be overwhelming for small businesses.
- Customization might require professional services.
11. Salesforce Service Cloud - Best for large scale customer service automation
Salesforce Service Cloud is a comprehensive customer service solution designed to facilitate interactions between businesses and their customers. It is particularly adept at handling customer service needs for large organizations, with tools that enable automation of service processes, streamlining workflows, and improving service efficiency on a large scale.
Why I Picked Salesforce Service Cloud:
I selected Salesforce Service Cloud for this list due to its robust functionality and industry reputation. With Salesforce's extensive features, I believe it is unmatched when it comes to automating large scale customer service processes. It stood out to me because of its ability to efficiently manage and automate customer service interactions, making it ideal for larger organizations.
Standout features & integrations:
Salesforce Service Cloud comes packed with a variety of powerful features including case management, SLA management, knowledge base, social service, omnichannel routing, and AI-powered suggestions. These tools come together to help businesses provide a top-notch customer service experience.
Salesforce Service Cloud also integrates with a wide range of other applications including but not limited to: the wider Salesforce suite, various third-party applications such as Slack, and customer's own custom-built solutions. These integrations help businesses to provide seamless customer service and support.
Pricing:
Pricing starts from $25/user/month (billed annually).
Pros:
- Extensive features for comprehensive customer service management
- Scalable to support large organizations
- Robust integrations with third-party applications and services
Cons:
- Pricing can be high for smaller organizations
- Complexity of features can require a learning curve
- Dependency on other Salesforce products for maximum utility
12. Birdeye - Best for customer feedback and reputation management
Birdeye is a comprehensive platform that helps businesses collect and leverage customer feedback while managing their online reputation. Its effectiveness in gathering insightful customer feedback and managing a company's reputation positions it as the ideal tool for these specific tasks.
Why I Picked Birdeye:
I chose Birdeye for its comprehensive approach to customer feedback and reputation management. This tool does not only collect customer feedback but also applies intelligent analytics to produce actionable insights. The platform's distinct ability to unify the customer feedback process with reputation management stands out from other tools, making it my pick for managing customer feedback and online reputation.
Standout features & integrations:
Birdeye offers robust features such as review management, surveys, and competitive benchmarking, all aimed at understanding customers better and improving a business's online reputation. This tool integrates seamlessly with various CRM systems, email marketing tools, and social media platforms, ensuring that all customer feedback is centralized and accessible.
Pricing:
The pricing for Birdeye starts from $299/user/month, offering a comprehensive set of features for customer feedback and reputation management.
Pros:
- In-depth customer feedback analysis
- Comprehensive reputation management tools
- Wide range of integrations
Cons:
- The starting price may be high for small businesses.
- It might be feature-rich for businesses needing simple solutions.
- Some users report a steep learning curve
Other Noteworthy Live Chat Software for Websites
Below is a list of additional live chat software for websites I shortlisted but did not make it to the top 12. Definitely worth checking them out.
- Gorgias - Good for ecommerce customer support integration
- Freshdesk - Good for a multi-channel customer support solution
- Front - Good for internal and customer communication unification
- Genesys Cloud CX - Good for personalized customer experiences across all channels
- Freshchat - Good for proactive customer engagement through live chat
- Customers.ai - Good for leveraging artificial intelligence in customer interactions
- TeamViewer Remote - Good for remote customer support
- LivePerson - Good for automating customer engagement with AI-powered chatbots
- UJET - Good for providing a modern consumer support experience
- Re:amaze - Good for centralizing customer communications from multiple channels
- ServiceNow Customer Service Management - Good for business workflow integration with customer service
- SAP Service Cloud - Good for customer service in enterprise-level companies
- LiveChat - Good for real-time customer service and sales
- CommBox - Good for omnichannel customer communication
- Help Scout - Good for small businesses looking for simple customer support software.
- Verloop.io - Good for automated customer support and sales
- Smartsupp - Good for video recordings of customer activities on your website
- Glia - Good for a combination of messaging, video chat, and CoBrowsing in customer service
- Signals - Good for data-driven customer insights and communication
Selection Criteria for Choosing Live Chat Software for Websites
When choosing customer service software, there are many variables to consider. I've tried several tools, focusing on critical criteria to identify the most valuable options.
Core Functionality:
The primary functions the tool should enable you to do:
- Handle customer inquiries from multiple channels (email, social media, chat, etc.)
- Track customer interactions and maintain historical data.
- Manage customer relationships and provide personalized service.
- Facilitate support team collaboration for resolving customer issues.
- Support self-service options for customers, such as knowledge bases
Key Features:
Essential features that distinguish a tool in the market:
- Multichannel Support: Can handle customer inquiries from various platforms seamlessly in one place.
- Automation: Features like AI-powered chatbots and automated smart responses to efficiently manage customer queries.
- Integration: The ability to integrate with other business tools such as CRM, ecommerce platforms, or marketing software.
- Analytics and Reporting: Detailed reporting for visitor tracking and improving performance.
- Customization: Flexibility to tailor the tool according to business-specific requirements.
Usability:
Important aspects related to a tool's design, onboarding, interface, and customer support:
- Intuitive Interface: For a customer service tool, an intuitive interface that allows chat agents to quickly navigate, respond, and resolve customer queries is essential.
- Easy Onboarding: Tools should offer comprehensive training and onboarding guides, considering the varying levels of tech-savviness among the users.
- Reliable Support: Prompt and efficient customer support to address any issues arising during use.
- Scalability: As businesses grow, the tool should be capable of scaling up to accommodate increased customer inquiries and live agents.
- Mobile Accessibility: Given the need for constant connection, a mobile-friendly tool is critical for real-time customer interaction.
Most Asked Questions Regarding Live Chat Software for Websites (FAQs)
What are the benefits of using live chat software for websites?
Utilizing live chat software for websites provides multiple advantages:
- Immediate Response Time: Live chat allows instant communication between customers and support, quickly resolving queries or problems.
- Enhanced Efficiency: Live chat can handle multiple inquiries simultaneously, marking it a highly efficient customer support channel.
- Conversion Boost: Providing real-time live chat support during the purchase journey can decrease cart abandonment rates and increase conversions.
- Cost Reduction: Live chat can be more cost-effective than traditional call center operations. The ability to automate responses can bring further cost savings.
- Customer Insights: Live chat offers a direct line to customer feedback, providing invaluable insights into product and service performance.
How much does live chat software typically cost?
The cost of live chat software varies significantly based on features, scale, and the specific needs of your business. Prices can range from $10 to over $100 per monthly agent.
What are the standard pricing models for live chat software?
Live chat software generally follows these pricing models:
- Per Agent/Per Month: This is the most common pricing model where the cost depends on the number of agents utilizing the software.
- Pay Per Use: In this model, charges are based on the number of chats or interactions.
- Flat Rate: Some providers offer a flat rate, charging a fixed monthly or annual fee irrespective of the number of agents.
What's the typical range for live chat software pricing?
Typically, live chat software pricing can range from as low as $10 per user per month to $100 or more, depending on the features, customization, and usage scale.
Which is the cheapest live chat software?
Among the more affordable options for live chat software is Tawk. It stands out as it provides a feature-rich free version.
Which is the most expensive live chat software?
On the higher end of the spectrum, solutions such as Intercom can be pretty pricey, starting from around $50 per agent per month for their comprehensive plans.
Are there any free live chat software options?
Yes, there are several free live chat software options available. These include Tawk. to and Zoho Desk, offering free plans with limitations on features and support.
Can I use live chat software for small businesses?
Live chat software is very beneficial for small businesses. It allows instant customer support and improves customer engagement, potentially increasing sales and customer satisfaction.
More Live Chat Software for Websites Reviews
- Live Chat Software To Connect With Customers
- Customer Service Chat Software For Small Business
- Virtual Call Center Software
- Help Desk Software
- Customer Service Software
Summary
In summary, selecting the best live chat software for websites depends on your business's specific needs, the size of your team, and your budget. These tools vary significantly in functionality, usability, and pricing, and each offers unique strengths that can cater to different requirements.
Key Takeaway 1: Identify Your Needs Understanding your business needs is paramount. If your business prioritizes real-time customer support, opt for software with robust live chat features. If you need to cater to a global audience, please feel free to use a tool that offers multilingual support.
Key Takeaway 2: Factor in Usability: The software’s user interface should be intuitive, easy to navigate, and cater to your team's skill level. In addition, good customer support from the software provider is vital for smooth operations and troubleshooting.
Key Takeaway 3: Consider Your Budget Budget is a critical factor in your choice. While some have a high price tag, they may offer extensive features and integrations that can significantly enhance customer service operations. However, if you're on a tight budget, affordable or accessible options still deliver solid features.
Ultimately, the best live chat software aligns with your business goals, fits your budget, and offers an excellent user experience for your team members and customers.
What do you think?
This guide provides comprehensive information to help you make the best choice for your business. However, the landscape of live chat software is vast and constantly evolving. If you've had a great experience with a tool not mentioned here, or if there's a new one you think should be on this list, please share it in the comments below. Your input can help make this resource more valuable for everyone. Thank you!