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What is the Best Live Chat Software and Why Should I Get One?

live chat software solution

What is the Best Live Chat Software and Why Should I Get One?

In this digital age, the expectations of customers have been growing more than ever. Making your customers wait isn’t the best thing to do especially during this age wherein everything is handed down to you in an instant. So to keep your business afloat and be on the right track, remember these two words —live chat.

Huh?

You heard (or read) that right. This article will help you appreciate the power of live chat and realize why it should be an integral part of your customer service.

We’d love to help you in any way. We’ve also included a list of the best live chat software for your business.

Let’s start.

An introduction to Live Chat Customer Service

Before you throw in any confusion or doubts, let us define what it means first.

Live Chat is a program that allows your support team to interact with customers in real-time. 

Let’s visualize it. Have you ever visited a website and noticed a tiny icon on the lower part of the page? 

That’s our guy right there. If a customer clicks on it, they can send their message, and a representative will talk to them.

Okay, then. What happens next?

Well, what if we told you that live chat has higher customer satisfaction than the other customer service channels?

Yes. Customer service channels such as phone calls, email, and social media. Live chat outranks all of them.

Surprising?

It’s because live chat allows you to have this human connection between your representatives and the customers. Back-and-forth conversations – not having to refresh the email inbox to wait for that reply about a question on a certain product. 

Live chat eliminates your customers’ hassle and allows them to reach out to you with just a click. 

Interesting. But still not sold?

Don’t worry. We’re here to give more reasons to convince you.

After all, you just need to know if it’s worth it, right?

What’s in it for your business?

It’s All About the Convenience and Speed

If a customer wants something, they want it NOW. The live chat icon is right there on your website – they can ask any questions that they have in their minds, and an agent will instantly connect to them. 

Another positive aspect: customers don’t get stuck to what they’re doing while waiting for a response. For example, if they’re on a phone call and asked to wait on the line, they can’t go anywhere or do something else while doing it.

But with live chat, it allows them to multitask while communicating with an agent. 

Last but not least, customers can get their queries answered right then and there. Perhaps, this is why 44% of consumers say that one of the best features a website can have is talking to an agent while in the middle of the online purchasing process.

Customers can always have second thoughts, especially when it comes to spending their own money. Live chat enables you to help them with their decisions.

 It Increases Loyalty and Sales

We feel like we’ve been saying this forever, but it’s always worth it to repeat it. If you consistently satisfy your customers’ needs, they will continue to be loyal by supporting your brand. And what did we say earlier? Live chat allows you to do exactly that.

According to Zendesk, live chat customer satisfaction rate is at 92%. Woah. We know. These are high numbers, and you should take advantage of it.

What about sales? Well, data doesn’t lie. Your conversion rate can increase by 82% by chatting with a customer first! Why is that? People need assistance with their shopping process most of the time.

Whether it’s a concern on how much the shipping cost or they want to compare the product to other choices, answering these questions will turn website visitors to customers. More customers will generate more sales—a win on both sides.

One Step Ahead From Your Competitors

A survey from Drift found that out of 433 companies, only 14% have a live chat feature. 

Bingo.

If you’re looking for an edge to your company, look no more. Think ahead and include live chat as part of your customer service channels. Eventually, companies will catch up, and live chat will soon be a necessity. But as of the moment, grab this opportunity while their attention is still on other things.

Give your customers a memorable experience, and you will soon reap the rewards.

Top 12 Live Chat Software for your Website

Here we are. 

Now that we’ve explained what live chat means and how your business will benefit from it, the journey will only be complete if you finally use it.

We gathered the best live chat software and compiled it into a list to finally get you started.

Let’s dive in.

1. LiveChat

Started in 2002, LiveChat is the leading live chat software in the industry. Some might even say that it’s the best live chat software out there. Filled with features and tools that make the user experience a good one, it deserves a spot.

Pros:

  • Offers live chat apps for PC/Mac and iOS/Android
  • Allows you to evaluate your support team through adding surveys before and after live chat sessions
  • Many integration tools such as CRM software, email marketing services, newsletter tool, and many more
  • The overall look and feel of the interface is good which makes it easy to use the product

Cons:

  • A bit on the pricey side when compared to other software

Pricing: 

The starter plan is at $16 per agent (billed annually), and they offer a 14-day free trial. The following prices are $33 (team), $50 (Business), and $149 (Enterprise, also negotiable).

2. Drift

This software allows you to convert more visitors to customers while saving time – thanks to chatbots’ power. With the combination of live chat and automated chatbots, your business can generate more revenue quickly.

Pros:

  • Features such as chatbots (obviously), meeting calendars, account-based marketing, anonymous visitor intelligence, and many more
  • Ability to integrate with popular CRM software, email marketing services

Cons:

  • Not recommend for small-sized businesses due to high prices

Pricing:

The standard plan is at $50 per month (billed annually) with two (2) seats, not affordable for start-up companies. Upgrading to the Pro plan will cost you $500 (billed annually) but you will get the bot feature and it comes with five (5) seats.

3. Olark

One of the most popular live chat solutions in the market and it’s incredibly easy to use. You just have to copy and paste a code snippet to install it or if you don’t want to deal with codes, there’s also a plugin that makes everything easier. 

Pros:

  • Allows to integrate with other services and tools such as Zendesk, HubSpot, Groove, Google Analytics, and many more
  • Automation features such as messaging a website visitor before they even reach out
  • Gives you real-time reports to monitor agent activities, chat volume, and customers’ rating to their experiences

Cons:

  • There’s no native app for easier connection to iOS/Android, and you still need third-party mobile apps to use it on the go

Pricing:

It starts from $17 per agent (monthly), and they offer a 2-week free trial.

4. Intercom

Intercom is another solid choice for live chat software. It’s considered as a top live chat software because it’s a support software with live chat functions for your website. 

Pros:

  • Full of integrations such as Slack, CRM software, email marketing services, Google Analytics, and many more
  • Allows for a video or voice chat
  • Tools for increasing customer satisfaction and monitor the visitors’ activity on your website

Cons:

  • These powerful features come with a high price; other people might get turned off

Pricing:

You can use all of the features for $87 per month. Prices can further increase if you decide to buy the readily available add-ons.

5. LiveAgent

Other than live chatting, LiveAgent also offers additional options such as call center software, email ticketing, time tracking, and more.

Pros:

  • Feedback management
  • Allows you to have a support desk system
  • Video Chat
  • Integrates with CRMs, email marketing services and many more

Cons:

  • The user interface could be improved to make interacting with the software much easier

Pricing:

It starts at $15 per agent (monthly), and an All-inclusive plan is available at $39.

6. Chaport

If you’re looking for an affordable live chat software, this one might be the one for you. This software allows you to perform basic operations for live chat for free! But of course, they offer more features with paid plans.

Pros:

  • There’s a free version
  • Reporting and Analytics
  • Allows to integrate with other services through Zapier
  • Great looking multilingual widgets

Cons:

  • Has to pay for other advanced features 

Pricing:

There’s always the free plan, but they also offer a Pro Plan at $9.80 per agent per month.

7. PureChat

Similar to Chaport, PureChat also offers a basic plan for free. The paid plan also comes with more features that will help your website workflow when your business starts to grow. 

Pros:

  • It comes with a 30-day free trial
  • Mobile apps for messaging on the go
  • Lets your customers leave a message even when you’re offline
  • Pre-chat forms allow you to collect user information that can help in giving the positive user experience

Cons:

  • The interface needs redesigning

Pricing:

The paid plan starts at $39 per month; Pro plan starts at $79 per month. (Billed annually)

8. Smartsupp

A simple and affordable live chat solution for your business. Here’s another alternative if you’re looking for a low-cost software that will get the job done.

Pros:

  • Track and record user sessions to analyze and learn the reasons why people stop their purchases
  • Ability to work with WordPress, WebNode, Magento, Shopify, and many more

Cons:

  • There are not a lot of customization options

Pricing:

Starts with a free plan and the rate of paid plans is at $8 per agent per month.

9. FreshChat

FreshChat is another contender for best live chat software for business among the other popular live chat software. 

What we like:

  • Allows you to choose between agents or AI-powered robots when it comes to starting a conversation with your customers
  • Lets you see the visitor history and live profiles
  • Connect chats to tickets through different channels such as Zendesk or Slack

Pricing:

They have a free trial that’s limited to 10 members, and the paid plan starts at $15

10. Chatra

Although the company is still young in the industry, they offer a respectable set of features that you need to look out for.

What we like:

  • A free plan that comes with unlimited chat and one operator
  • There are iOS and Android apps when you’re on your mobile phone
  • Ability to support multilingual website setups

Pricing:

The paid plan starts at $15 per agent each month

11. Sendinblue

Sendinblue is a powerful yet easy to use live chat software for any business. Install it by adding it to your website through a WordPress plugin, and you’re ready to go.

What we like:

  • Beginner-friendly
  • It has a built-in email marketing integration
  • Comes with a marketing toolkit that includes CRM, SMS, landing pages, and many more

Pricing:

The premium plan that has the chat feature is at $66.

12. Zendesk Chat

Zendesk Chat is another well-known live chat solution with respectable features that allow you to reach your customers more efficiently.

What we like:

  • Integrated with Zendesk (one of the top support desk software in the market)
  • Designs and customization tools are beautiful
  • AI-powered chatbots

Pricing:

The starting price is at $14 per agent per month.

Last Few Words

Live chat software for websites has been a big game-changer. There’s no denying that it’s already a crucial part of your customer service. As customers’ expectations continue to grow and preferences continue to evolve, businesses should put the effort and time to keep up. It’s not a question of when you will have it, but a question of where to get it and how you will apply it to your customer service that will significantly improve your customers’ satisfaction and loyalty. 

We provided you with everything you have to know about live chat software. It’s time for you to take the step that will elevate your customer service – get live chat software for your business and your customers will love it. Make your customers happy and satisfied and watch your business grow. 

Roland Francis Dacillo
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