10 Best Live Chat Software To Connect With Your Customers At Scale [2023]

3CX is an enterprise communications system that offers software-based PBX functionality with a cloud-hosted option. It includes multiple features like live chat, instant messaging, CRM integration, web conferencing, and native mobile applications.

3CX’s live chat solution is a great way to initiate a non-intrusive connection between agents and customer at scale. Since most live chats end up being forwarded to a call center agent more than half the time, the live chat tool is designed so that it’s easier to elevate the conversation from live chat to an actual call. The customer or the agent can initiate the call to expedite the resolution of whatever issues there might be.

The live chat tool is available with 3CX’s free plan, which means that small businesses and startups can take full advantage of this feature for no charge. They can easily assign more agents (up to 10 users) to group chats without having to worry about added monthly fees. They can also customize the live chat tool to add voice and video call functions too.

3CX also comes with free Android and iOS apps, allowing contact center agents to respond to live chat, WhatsApp, and SMS messages through their smartphone or tablet. This can help boost the productivity and efficiency of any company’s customer service program.

Pricing for 3CX starts at $175/year for 10 users. They also offer a freemium version with limited features that includes their live chat tool too.

LiveChat is a customer service and sales platform that handles all customer communication. You just create the chat experiences and then roll out the widget to your website.

The tool stands out due to its selling features. For example, you can add product cards to the live chat widget to encourage customers to buy. Or you can add forms or AI chatbots to capture leads on your website and then route the conversation to relevant people. You can then measure the tool’s impact on sales using its reporting features.

LiveChat works with plenty of communication channels to handle all communication in a single inbox. You can connect Facebook Messenger, Email, SMS, Apple Business Chat, and WhatsApp alongside your website and apps.

LiveChat plans start at $19 per agent per month and rise to $50. You can also get a free trial of the software to test it before buying.

CallTrackingMetrics is a conversation analytics platform that helps marketers see which campaigns generate calls and conversations. The tool also has live chat functionality to help support and sales teams provide better experiences.

The tool has a dashboard you can use to manage calls, texts, and chats in a single place. And the live chat widget is easy to install and has plenty of customization options to ensure it meets your branding.

A cool feature is the ability to suggest relevant questions from within the widget on the page the customer is visiting. For example, a pricing page could include questions to help customers get a product demo, while a help page could include questions relevant to the specific problem. You can also create customized templated responses to help your team respond to common queries quickly.

The tool also allows you to set up chat routing rules that ensure conversations always go to the right agent. For example, sales queries go to your sales team, while requests for support go to your support team. And there are also support tools to help you transfer conversations between agents, so you don’t start from scratch every time a new person takes over.

CallTrackingMetrics pricing starts at $39 per month and rises to $299 per month. Each plan comes with a free month.

Intercom is a business messaging tool with plenty of live chat features. The main product is the chat widget, which you can install on your website or app. From here you can handle chats, as well as provide easy access to self-service documents, a knowledge base search bar, and relevant content. One thing I like about Intercom is that the chat tool shows an estimate of response time. Or, if your team is currently offline, it tells them when you will be online again. This ensures customers are never left waiting for a reply that is unlikely to come. Intercom also has useful proactive chat support features. This lets you reach out to customers to provide help with issues before they know the problem exists. A simple example is providing customers with extra information about shipping times when they spend time on a relevant page. Intercom’s starter plan costs $67 per month when billed annually. Larger businesses can contact the company for further pricing options.

Userlike is a website messenger that allows you to assist customers as they browse your site. It offers chatbots, an omnichannel help desk, and many agent help options.

The tool has advanced functionality. A useful lead generation feature allows you to collect customer information before they start a call. You can use the data from these pre-chat forms to build a customer profile.

You can also proactively reach out to customers as they browse your website. And you can include a green circle to show that your help team is currently online which may encourage people to connect.

You can connect Userlike to other communication channels, including WhatsApp, Messenger, and SMS. You then answer all queries from within the Userlike platform and even switch to browser-based voice calls when necessary. The tool also has a dashboard that allows you to track your conversational KPIs. Just choose to highlight the ones most relevant to your business.

Userlike paid plans start at $100 per month for four seats, although you need the $320 per month for ten seats plan to integrate with other channels. The tool offers a free trial as well as an always-free version of the tool for a single user.

LivePerson is a conversational platform that helps you automate customer conversations with AI chatbots. By automating conversations, you’ll reduce the number of tickets your team has to deal with.

The tool makes creating conversations for the use cases you need easy. And it offers pre-built conversations for common issues like payment reminders and order status updates.

A cool feature is that each conversation uses contextual customer data to provide personalized experiences. For example, if a customer wants to return a purchase, the tool can search through their profile to find the most recently ordered item to make their reply relevant. And if the AI has problems, your team can see the conversations and jump in to help.

Another great thing about LivePerson is that you can roll out the chatbots on multiple platforms such as Messenger, WhatsApp, and your website. This means customers can contact you on the channels they already use.

LivePerson doesn’t advertise pricing on its website. But you can contact the sales team to get a demo via the website.

Helpscout is a customer service platform with a powerful live chat toolkit. The chat widget is central to the tool: it allows you to offer live support alongside access to self-support documents, which can reduce the number of chats your team has to deal with.

I like that you can choose which articles to recommend on each page of your website. This makes it easy for visitors to find the most relevant support. And you can also add a survey to find out whether the article answered the customer question or not. If it didn’t, consider updating the information or adding a new article.

Despite the focus on self-help resources, it’s always easy for customers to start a live chat. And the tool has a super clean user interface you can customize to fit with your other branding.Helpscout’s cheapest plan with live chat starts at $25 per user per month. You can also sign up for a 15-day free trial to test the software.

Tidio is a live chat software with plenty of ways to automate chat conversations and specific features aimed at helping eCommerce stores boost conversion rates. For example, you can create a pop-up to offer a discount to customers at risk of abandoning the cart. Or you can offer a discount promo code to new customers if they sign up for your website.

Creating these flows is easy using the No-Code platform. Or you can use some of the tool’s 20 plus conversation templates on topics like shipping or orders to roll out effective conversations quickly.

If customers need real-time support during the buying process, it’s easy for them to speak directly to agents. And you can connect other conversation channels like email, Messenger, and Instagram to the Tidio inbox.

Tidio has a completely free live chat software plan for three operators and unlimited chats. Premium plans start at $39 per month for the chatbot plan. You can grab a free trial by signing up on the website.

Genesys DX is a chat platform that enables businesses to offer both AI and agent-based support. Use the chatbots to provide instant 24/7 support to customers. Your team will have fewer tickets to deal with, and customers will be happier due to the expanded support.

It’s easy to create chatbots that guide customers through their issues. Include question and answer suggestions to simplify the process, and it’s easy to tailor the questions depending on the page the customer is visiting.

When it’s time for agents to take over, they have a full view of the automated chat history which provides instant context into the customer’s needs. This means they can jump straight into helping instead of making the customer repeat their issues. The backend also includes an agent knowledge base so they can quickly find answers to relevant questions when helping customers.

Genesys DX doesn’t advertise pricing online. But you can contact the sales team via the website to find out more.

Tidio is a cloud-based live chat software that enables businesses to provide instant customer support via chatbots and live chat agents, helping you connect with customers at scale. It is designed to help businesses reduce operating costs and improve customer satisfaction.

You can use Tidio's live chat feature to engage with your visitors proactively and generate leads. The software allows you to send automated messages to customers based on certain conditions, like when they abandon their shopping cart. You can get an overview of all live visitors on your website, which pages they browse and which products they click on. Tidio’s live chat widget can be embedded on a website or used as a standalone application.

Tidio provides you with a preview of what customers are typing in real time so you can prepare your replies. Plus, you can access a library of pre-written responses and insert them into the conversation. This can save valuable time, especially when dealing with a high volume of messages. Tidio offers a mobile app so you can stay connected with customers even on the go.

The software integrates with eCommerce, CRM, and social applications, making it easy to connect customer data from multiple platforms into one central location.

Pricing for Tidio starts at $19 /operator/month and offers a 7-day free trial.