A whopping 82% of consumers want brands to respond immediately to sales or marketing questions. In addition, more than 50% of US customers prefer live chat over calling or emailing the customer care team. With those numbers in mind, we’ve selected the best live chat software solutions on the market, any of which will ensure excellent service and meeting customer needs at the highest level. So, read on to learn the details of our evaluation methodology, followed by the in-depth reviews of each platform, and don’t forget to check out our handy buying guide.
The products listed in the table have been analyzed against strict, custom-devised evaluation criteria. From the type of software and its tools and features to the pricing, read on to find out the details behind our final decision.
The type of website chat software and the business to which it caters are two main classification points. This step, however, doesn’t influence the ranking position of the software.
We do our initial classification based on the business size the software is designed to cater to. Some can handle larger teams while others focus on small to medium-sized organizations. We also check the scalability of the product to see whether it has the potential to grow.
When categorizing the software, we also note their specific type, which falls into three categories.
This is the most common type of live chat system and also preferred by the majority of customers as it provides a high conversation rate and engagement.
Albeit less common, this type of software allows more personal engagement with the customers. It can help build trust and credibility, which is especially beneficial in the case of an ecommerce transaction involving a larger amount of money.
Co-browsing enables the customer rep to navigate the site along with the customer in real-time. Thanks to this innovative feature, the agent can identify the problem, solve it, and guide the customer to their goal. Alternatively, the agent can take full control.
Following the initial classification, we test how easy the software products are to set up and use. The implementation process should be simple and involve using a plugin or embedding just a few lines of code into an existing website. The live chat software for website pages should also be easy to use post-implementation. We appreciate a sleek and intuitive UI, simple design, effective error handling, and easy updating.
When testing the potential software solutions we make sure they work well across all mobile devices. Having a mobile responsive live chat will help you never miss a lead and provide support from anywhere, 24/7.
Another important thing that we consider during our evaluation process. We especially appreciate the option for storing chat history for every customer. These records can be useful for behavior analysis, background analysis, tracking the customer’s location, and devising a deeper understanding of requirements. Additionally, the best live chat software should be able to monitor and analyze data such as engagement rate, average time spent on chat sessions, and completed sales. A software with a simple reporting system gets an extra boost on our list.
Protection from data breaches and cyber attacking is a priority for all businesses. That’s why we don’t compromise when it comes to live chat security measures. We analyze the vendor’s infrastructure, active firewall, data backup plan and recovery options, and their privacy policies.
The best chat software should seamlessly integrate with third-party business apps, guaranteeing more functionality and productivity. We make sure that the solutions support an easy connection to commonly-used tools like Slack, WordPress, Mailchimp, and Salesforce so you can power up your live chat and manage all customer interactions from one centralized hub.
Word of mouth remains one of the most important measures of quality. Reading verified reviews is an indispensable part of our evaluation strategy. We use them to gain information about the experiences that former or current users have with the product. During the analysis, we take note of both the strengths and weaknesses. If we find serious issues, we dig deeper and would discard the product if it turns out they haven’t been resolved and continue to appear.
In addition to a basic chat function on website pages, the software needs to provide some more elaborate features. What follows is the additional functionalities we look for in these solutions.
Proactive messaging is based on analytical rules and issues an open invitation for the site visitors to chat. It features an automated message from one of the agents and, while the visitor’s behavior is being monitored for information about the time spent on the site, the geographic location and navigation history, and the current page URL. This saves time and maximizes opportunities.
This is one of the most important website chat tools in terms of promptness, with the software allowing you to set up an automatic chat routing that would distribute new chats to the first available operator. Agents won’t be burdened when the volume increases because they will be able to transfer chats to free operators. Some software also allows for manual chat routing and routing between chat groups.
Tracking visitors is an integral part of any live chat app. We check whether the software allows users to keep tabs of the visitors and gather details about the time they spent chatting, the overall activity of the agents, conversion tracking, and more.
Getting feedback from your customers is important for improving the quality of service. This can be done with a chat rating feature where visitors can provide information regarding their chat interaction with an agent.
When chatting, your agents might need to transfer a file to the customer. So instead of relying on a third-party platform, the best live chat software offers a built-in file transferring feature. This facilitates sharing offers, screenshots, catalogs, or documents-anything your agents need to support customers better.
Saving responses to common questions is what makes support teams more efficient. The software that offers this feature allows them to instantly reuse saved responses.
As part of our live chat software reviews, we considered the pricing. We evaluated all relevant factors such as the number of chats allowed per month, along with features and possible discounts. It’s worth noting that we favor products that fall within the average market price; that said, we’ve also included some higher-priced solutions since they provide good value for money. Additionally, free trials and free plans earn products extra points.
LiveChat is the best business chat software on the market. It offers a wide variety of tools and features that go beyond a simple live chat to include advanced reporting, work scheduling, file sharing, co-browsing, and more. One of the platform’s biggest advantages is its marketplace with over 170 integrations with ecommerce platforms like Shopify and BigCommerce, CMS platforms like WordPress, and more.
LiveChat is a full-service platform that enables quick responses and guidance for visitors that will help you fuel your sales and offer winning customer support. The intuitive live chat tools enable you to sneak-peek what customers are writing before they send it over so you can prepare your answer and send it back as quickly as possible. Additionally, you can save responses to common questions and reuse them at any time. There are also excellent options for personalizing messages for better engagement. File sharing, notifications, chat ratings, and chat tags are also part of LiveChat’s offering.
The platform’s engagement features meanwhile let you send targeted invitations with automated or manual greetings. Additionally, you can easily grab the customers’ attention with eye-catchers. Chats can be easily handled and you can connect customers with the right team. After logging off, the live chat support is replaced with a ticket form so your customers can reach out to you after hours.
With LiveChat, you’ll always be in control of your team and stay apprised of what happens under your roof — the agents’ activity, response time, chat duration, and more. Improving customer care is made easier than ever thanks to this software’s in-depth insight. Track the total number of chats, missed chats, chat engagement, satisfaction, greetings conversion, and discover the pain points.
While LiveChat offers pretty basic themes, you can still add your own branding and set different settings for desktop and mobile. You can also customize agents’ profiles to make them more personal, add KnowledgeBase, offer support in more than 45 languages. What we loved particularly about this live chat support software is its high-security level.
Live Chat connections are encrypted with 256bit SSL protocol, and you can have control over who accesses the app, hide sensitive information, and get rid of spam chats. Google logins add an extra layer of protection.
LiveChat offers four pricing plans. The Starter is perfect for small offices and comes with some basic features like chat transfer, smart chat routing, up to 100 customers tracking, and canned responses, all of that at $19/agent/month. Designed for full-time support teams, the Team plan will cost you $39/agent/month. It supports up to 400 customers tracking, full widget customization, basic reporting, multiple brandings, and more.
Customer service departments can benefit from the Business plan that comes at a monthly price of $59 per agent. With this package’s live chat options, you can track up to 1,000 customers and take advantage of many advanced benefits. The Enterprise plan provides the full feature list and its price is based on the individual needs of the user. The fees mentioned here refer to month-to-month billing. If you opt to be billed annually, you will get a fair discount.
Intercom is a great support solution that offers a bot-based algorithm, push and in-app messages, targeted emails, and an integrated help desk. Scalable and innovative, this live chat tool uses machine learning and AI, ensuring high-value leads for your business and top-notch experience and engagement for your customers.
Intercom is a leading chat support software with a well-designed interface and it’s super-easy to set up and use. The live chat is customizable, easy to navigate and offers an abundance of engagement features. You can see typing indicators, use emojis and GIFs, and more. Additionally, you can screen share, book meetings, or start a voice or video call directly in the messenger.
Intercom gives you a comprehensive view of all customer data including contact details, location, interaction activity, company name, and current activity. You can use this intelligence to improve your future services. This online chat software lets you send targeted messages to easily engage with the best leads. The leads can then be routed to the right salesperson, allowing you to convert them faster. The live chat function can be scaled with automation and bots for sales and marketing and for support, enabling 24/7 availability.
Intercom has the best reporting features. You can easily monitor all campaigns in real-time, measure customer acquisition ROI and see the software’s impact on the opportunities, leads, and deals closed. Additionally, the performance report will let you know how your team is doing their job.
This website live chat software offers four solutions and three pricing options for each of them. The solutions include all-in-one messaging, lead generation, customer engagement, and customer support, with each available as an Essential, Pro or a Premium package. The monthly prices for the Essential and Pro plans are $87 and $153 for the all-in-one and lead generation solutions, $49 and $75 for the customer engagement solution, and $38 and $78 customer support. The Premium package has custom pricing for all solutions.
Used by over 1,000 companies worldwide including Sage, Nivea, and Lufthansa, Userlike is an advanced live chat system compatible with any device. With an intuitive design and sleek interface, the software works well for both customers and customer support agents. It’s fairly easy to use and there’s no need to install or download it — you simply need to copy/paste your code into your website and get started.
Thanks to its all-inclusive button integration, Userlike allows you to offer excellent support throughout the entire customer journey without switching away from your website or searching for contact options. Each customer can be routed to the ideal support rep based on their needs. You can outline the operator’s specialty with the Operator Skill feature. Additionally, the customer can choose which department to talk to from the Operator Groups.
Nurturing the relationship your team has with customers is easy with this online live chat software. The Sticky Chat feature connects the returning visitors with operators they have already chatted with. Userlike automatically retrieves information about anonymous customers based on their social media profiles.
The platform also has strong lead collection and website conversion features that will add to your bottom line. You can proactively reach out to visitors so that you don’t miss an opportunity. The Widget Routers will let you know all about the visitors — the section of the website they are on, their browser language preference, and more. Plus, the smart sales features will allow you to guide your customers to the right page.
Userlike offers many online chat tools that help you boost your efficiency and chat with multiple customers at the same time. This software allows setting up pre-recorded messages to a common question and using them whenever you need. The built-in analytics will drive your future decisions and entice continuous improvement in the customer support department. Last but not least, the vendor offers seamless integration with the apps you’re already using.
Userlike offers five plans. The Free one is, you guessed it, completely free. It supports one chat operator, one chat widget, and unlimited chats. If you need more features, the Team plan is good for up to three operators and comes with three chat widgets, basic customization, and integration options for $29 per month.
The dedicated support teams in need of live chat services can take advantage of the Corporate plan which costs 99$ per month. It’s designed for up to five operators and comes with five chat widgets, full customization, and analytics options. Are you already a well-established brand? Then you should consider the Business plan. For a monthly price of $299, 10 operators can use Userlike and you get 10 chat widgets, API access, a skill-based routing, and advanced website integration. If you feel that you need more, contact Userlike for a custom pricing of the Flex plan.
Previously known as Zopim Live Chat, Zendesk Chat is one of the best customer service chat software solutions with a vast range of handy features. Those let you truly understand customer behavior and help you make better decisions.
The Zendesk Chat widget will help you increase customer satisfaction by helping them in real-time. The chat support system is scalable and customizable, offering many options for personalized customer support. With Zendesk, you can send proactive messages to track your customers, engage with them, and entice them to make a purchase. Zendesk also supports file sharing — you can streamline communication with your customers by sending a product guide, a screenshot, or a GIF.
The software also provides robust organizational features. You can create different departments based on the skills, expertise, and language spoken by the agents. The chat routing is another excellent live chat tool that serves to send customers to the right department while the chat tags provide meaningful context to better understand your customers. You can also use pre-made responses to common requests and questions. Zendesk Chat allows you to set roles and permissions for agents so that you have control over who has access to the chat.
Staying on top of your game is easy with Zendesk Chat. Thanks to its comprehensive website live chat service, you can track agent productivity and chat volume, and then analyze the metrics from the comprehensive report so that you determine what your customers want.
The Real-Time Monitor gives you insightful data on visitor volume and experience, as well as agent performance. Agents can manage multiple messaging profiles from one dashboard and get the historical context on conversations. Additionally, you can link multiple profiles from LINE, Facebook, and Twitter and further ease the management.
Zendesk Chat offers quite reasonable pricing options and a free 30-days trial for all plans. Starting at $89/agent/month, the Suite offers omnichannel support and includes website chat and messaging, voice and text, dashboards and reporting for every channel, knowledge base and self-service. There is also an Enterprise option of the same plan with more advanced features starting at $149 per agent.
If you need a more personalized approach, you can build your own plan for a custom price. Some of the perks associated with this type of billing are advanced security, implementation services, and training, and dedicated technical support.
Arguably one of the most popular customer support chat software solutions, Olark makes it easy for you to chat with your visitors. This cloud-based software sports a clean and intuitive interface allowing better customer engagement. It’s loaded with powerful features like automated messages, targeted chat, real-time reporting and analytics, and more. Olark further offers solid integrations so that you can manage relationships with ease.
If your goal is to drive more leads, boost sales, or offer better customer service, Olark is the live help software you need. With just a few simple modifications, you can make the Olark widget align with your brand and website by adjusting colors, position, shape, and choosing languages. With the pre-chat forms, you can get a head start and collect information about your customers, gathering as much context as possible. Olark’s automated messaging allows you to initiate a chat with any visitor browsing your site and make sure no one slips away. The automated messages are customized based on the visitor’s location, browsing behavior, and referring URL.
You can only make smart decisions with smart data. Luckily, this live support software provides detailed reports in real-time to help you monitor chat volume, agent activity, busiest days for chat, and customer satisfaction. You can find more useful information and product feedback in the live chat transcripts. You can access your archive any time, and sort and filter the insights to better understand your customers.
Olark has even more to offer. The PowerUps are special features for growth, sales, and customer service. Last but not least, the live chat software also offers excellent integration options with the most popular tools including Google Analytics, SalesForce, Groove, HubSpot, and WordPress.
When we made a live chat software comparison by price, Olark turned out to have the simplest and most affordable fees. The starting monthly price per agent is $19. If you opt to be billed on a yearly basis you will save 21% and pay $15/agent/year. A two-year subscription will cost you $12/year/agent, saving you 37%. Regardless of the size of the plan you choose, you will get Olark’s core features. For those in need of something extra, there are the PowerUps — powerful add-ons with prices ranging from $29-$99 a month.
Drift is a chat support software solution excellent for marketing and sales teams of all sizes that want to engage with customers. Flexible and scalable, this platform offers a variety of AI-powered tools and bots for a modern customer experience. The result is more leads and faster sales cycles.
Converting visitors into leads is the goal of every sales team. That can be a breeze with Drift. It provides smart features such as chat targeting to approach the visitors you want and chat routing which will ensure each customer gets connected with the right agent rep. Want to give selected visitors a VIP treatment? Drift offers a fast lane for qualified visitors and ABM accounts. Welcome them with a personalized message, allow them to instantly schedule a meeting, and ensure they get the best chat service.
Beyond converting and engaging visitors, you’ll be able to streamline the sales cycle. You can build Drift Playbooks to target returning visitors, pre-qualify them before they have conversations, and allow qualified customers to book a meeting by setting up Drift Meetings. Saved Replies meanwhile will let your team respond to common questions with one click.
Additionally, the live chat website software allows the creation of multiple inboxes to manage different sales teams, types of conversations, or new regions. Team collaboration is further reinforced with the use of Internal Notes which allows a secret communication between fellow agents within the chat.
The Conversational Analysis provides useful insights so you can learn what are your strong points and how your sales team can improve. Drift offers three types of reports — conversation volume report about the conversations in general, routing rules reports about where each conversation has been routed, and team performance report about the agents’ interaction with visitors.
Drift isn’t the most affordable website chat service. That said, it provides good value for money. There is a free plan for individuals that need only basic chat capability. The Standard plan for individuals comes at $50 per month and features chat seats at $20 per month. With this plan, you can create a welcome message, have a live view of who is on your site, integrate data, and more.
The Pro plan is great for small teams and costs $400 a month if billed annually. The chat seats cost $40 a month and calendar-only seats come at $20 a month. Custom Bots, CRM routing and integrations, and sales enablement integrations are part of the live chat solutions offered with this package.
The Premium plan will cost you $1,500 a month if billed annually. The chat seats start at $80 per month and the calendar-only seats at $20 a month. This plan also includes account-based marketing, a single sign-on, dedicated CDM, and marketing automation software integrations. The Enterprise plan is fully customizable and adaptable to the unique needs of your business.
PureChat is a WordPress chat plugin that is completely free for unlimited chats and up to three users/operators. There is also a Pro plan that offers more advanced features. It’s trusted by more than 14,000 users in over 150 countries worldwide. The software is easy to use and has an intuitive design with a variety of customization options to ensure the chat widgets match the feel of your website and brand.
While not featuring a modern-looking interface as the other website live chat software you’ll find here, PureChat is simple and intuitive. It features robust tools for lead capture, sales boost and improved customer support. You can set it up in a few simple steps and then customize it to match the rest of your website. PureChat also supports file sharing and enables chat notifications, including push notifications to mobile. You can stay on top of your game and control who does what by giving security roles — you can assign admin roles, power users, and operators.
The software allows you to chat on-the-go, in real-time with your customers thanks to a robust live chat app for iOS and Android. You can track how many visitors are on your website, their activity history, how many times have they visited your website, and easily identify quality leads to initiate conversations. Saved responses meanwhile will enable your team to reply to common questions with one click.
With the Visitors feature on mobile you can see exactly who is navigating through the website. The transcripts of all your live support chats are stored so you can access and reference them at any time. PureChat also offers analytics and robust reports which you can modify. The reports show information such as average response time, overall chat numbers, chat duration.
As we already said, PureChat offers a quite generous free plan. It includes almost all the features mentioned and it’s completely free forever for up to three users/operators. For those that want more advanced features, there’s the Growth plan for $39 a month. It includes four users, visitor tracking, contracts, real-time analytics, and more. The Pro plan caters to larger teams with up to 10 users and unlimited websites.
Tidio is one of the best cloud-based chat solutions for business organizations. It features bots designed to improve communication with customers and boost sales. The platform can be integrated into any website. With a customizable interface, you can match the widget’s look with the rest of your website. One of the most appreciated features of Tidio is its support of over 140 languages.
Tidio is an innovative live chat website plugin that streamlines all the messages from live chats, Messenger, and email into one simple dashboard so you can be sure to get back to your customer promptly. The AI-powered chatbots recognize customers’ queries and act accordingly. Bots can also save offer discounts, abandoned carts, or generate leads.
With Tidio, you’ll always be one step ahead of the customers. You can see how they move through the website and interact so that you can have an answer ready before they even type their questions.
Though more basic than the other live chat platforms, Tidio still offers some excellent integration options with ecommerce platforms like Magento, Salesforce, and Shopify, email marketing platforms like Mailchimp, Campaign Monitor, and GetResponse, as well as CRM platforms and Google Analytics.
Tidio offers a free plan for up to three chat seats. It also includes 100 chatbot triggers per month, email, Messenger, and Google Analytics integration. The Chatbots plan starts at $15 per month and includes all that is featured in the Free plan plus 5,000-unlimited chatbot triggers a month.
The Communicator plan starts at $15 and is designed to provide more information so that you can react faster. Besides the chat services from the Free plan, the Communicator includes live typing preview, live visitors list, new incoming visitor notification, viewed pages, and a possibility to add additional operators at $10.
Freshchat offers a fresh approach to live chatting by providing proactive, conversational messaging options for sales and customer engagement teams to deliver a context-driven experience. It features integrated self-service, sales bot, intelligent message routing, and more tools for smarter and faster responses.
Freshchat is bound to reduce page bounce rates by nurturing visitors. You can proactively target visitors with personalized messages based on their geographic location, who they are, and what they are doing on your website. Freshchat offers several trigger options and provides campaign insights so that you can improve in the future. With this website chat software you can get useful visitor intel — learn who they are, their location, what they are up to, and more and start a conversation that converts. You can also get access to the entire history of the visitor’s navigation through your site or pull data from external apps for more context.
Freshchat’s bots work 24/7 to generate new leads, give your team members a hand to help them focus on high impact conversations, auto-upload data into the CRM and replace your agents when offline. You can further engage with your prospective customers even after they leave your site with email notification.
Being one of the most customizable chat platforms, Freshchat allows you to customize the messenger by choosing from more than 33 languages, and you can also use rich media like stickers, images, emojis, or documents when words aren’t enough. The intelligent routing will ensure visitors are connected with an agent with the right skills for their questions/problems.
Users can start focussed conversations if you set different, dedicated chat threads. Additionally, you can answer your FAQs inside the messenger. FreshChat allows you to co-browse with visitors, talk to them, or access their screen to guide them remotely. On top of all these amazing live chat services, you can easily integrate the software with Facebook Messenger, Slack, Freshdesk, or WhatsApp and make sure you deliver all-around support to your customers.
FreshChat’s pricing is simple and there’s a plan for everyone, starting with a free tier for up to 10 members and unlimited contacts. It includes a priority inbox, integrations, a mobile app, notifications, OmniChat, and message channels. The Blossom plan comes at $19/team member/month and includes a few extra features like in-app FAQs, limited dashboard, reports, and smart plugs.
The Growth plan is designed to address support and sales needs. Its monthly price is $29 per agent and includes unlimited triggered messages, custom bots, email campaigns, Google Calendar and WhatsApp integrations, and more. Estate is the plan that brings the best value for larger teams. You will get access to some advanced live chat solutions like co-browsing, multilingual support, advanced dashboard, and more for $49/agent/month.
For enterprises, there’s the Forest plan at $99/team member/month. Among the extra benefits that come with this plan are IP whitelisting, APIs, and roles and permissions.
Chatra is one of the best live chat software solutions that allows you to interact with customers with ease and get the most out of it. Easy to use and reliable, this software is multi-functional and can be incorporated into any website and accessed on all platforms. Chatra’s offering includes many out-of-the-box features such as targeted chats, pre-chat forms, online and offline modes, and invisibility.
Chatra allows you to chat with your visitors in real-time. Answering questions and addressing your customers’ concerns promptly will help you establish strong relationships with them. Beyond this, you can use this website chat software to boost sales with cross-selling and upsell techniques. Chatra will keep conversation history including drafts so you can get back and find certain information at any time. You can be extra fast at responding because this software allows you to sneak a peek into what your customers are typing.
Arguably one of the best features of Chatra is its online and offline modes which enable you to contact the customers when they come across a problem. You can use triggered chats by typing the URLs of the pages that need action, such as those your customers spend the most time on. The invisible mode will let you work on current chats without receiving new ones.
Teams especially appreciate the group chat option of this live chat website plugin. You have access to all conversations, including those assigned to your teammates and help if needed. The chat distribution is done intelligently, passing the conversation to the agent that reacts first. If no one reacts, the conversation is offered to all agents that are online at the moment. Thanks to the real-time visitor list you’ll be always up to date with the number of visitors that are currently viewing a page.
Chatra’s free plan is for one agent and comes with many website live chat services, including unlimited concurrent chats, complete conversational history, typing indicators, basic visitor info, Google Analytics integration, and developer API among the others. The paid plan will cost you $24/agent/month if billed monthly or $18 if you opt to be billed annually. Beyond the features included in the free plan, you get email integration, intelligent form bot, real-time visitor list, typing insights, Zapier integration, and more.
We’ve done our part and shortlisted the best potential solutions that are proven to work seamlessly, taking the live chatting experience to a whole new level. It’s now up to you to choose the one that fits perfectly your business vision. We’ve made that easier with the following simple steps which will guide you to the best platform for your business.
The first step to finding the best live chat app is to classify the solutions based on your business size and needs. Ask yourself whether you need a text-based solution or if you want a combination of video, voice, and text support. Additionally, consider the size of your support team. Do you run a small office or a Fortune 500 company? Do you have a full support team and are you planning to scale in the near future? Once you answer these questions, you can remove the platforms that fall outside these parameters.
The best live chat for website listed here provide more or less the same key features needed; however, some of them offer a few extras. We made sure to review all the features included so you know the options. Is co-browsing a must-have or an optional feature? Make a list of what is absolutely necessary for you and then shortlist the vendors based on that information.
By now you have a shortlist of solutions that fit your business size and needs, and have all the features you need. So the final step is to define a budget. Once you have a price range, compare it with the choices after Step 2. The one that falls within your budget frame is the best live chat software for you. If there is a free trial or a free plan, you can start from there, and see how it goes.