Best Live Chat Software in 2023
We evaluated 32+ providers to determine the best live chat software in the following list.
Add to compare
Gist Live Chat brings together all your sales, marketing, and customer support conversations to one place.
In top 3 for
It has a mobile app
It offers ticketing system
Offers chatbot templates
Allows to view past visitor interactions to personalize current engagement
Allows to see who all are currently on your site or channel and what they are doing to engage them in a personalized live chat
Does not offer custom dashboards
Doesn't allow to analyze and automate your conversations
Doesn't allow to test different messages to identify the perfect message
Cannot segment users and route conversations to relevant teams or agents through automated workflows
Offers a pre-defined dashboard
Has a mobile app
Unlimited live chat and chatbot conversations
Offers visitor's browsing history
Does not offer a custom dashboard
Cannot integrate HubSpot, salesforce
Add to compare
It offers both voice and chat channels for customers to reach their support agents. Users can connect with agents via the application, online and on the phone via interactive voice response (IVR).
In top 3 for
Offers custom dashboards
Supports pre-defined reports
Has a mobile app
Offers Conversation routing
Offers conversation A/B testing
Very poor customer support
Does not support ticketing system
Does not offer phone and email support
Offers custom dashboards
Has a mobile app
Offers a ticketing system
Offers a no code chatbot builder
Does not have a phone and email support
- Our ranking applies to each individual plan that a provider offers. Subsequently, the scores of each plan are merged using a dynamically weighted model.
As someone striving for superior customer communication, it's no surprise that you are on the hunt for the ultimate live chat software. Evolving technology has expectations tied to live chat platforms higher than ever before.
Now, we understand what you may be going through. Those endless tabs opened on your browser, comparing dozens of software. Reading countless user reviews and engaging in fruitful debates about various live chat features. And yet, the hunt for the 'one' is far from over. It feels like diving headfirst into a maze without the right clues to reach the end.
Put those worries aside, as we've dedicated our energies to simplifying this muddle for you through research and analysis. We will delve into robust live chat features that make a platform worth your investment.
What Makes the Best Live Chat Software?
The very crux of superior live chat software lies in its features. It's the basis of effective online customer communication and can be boiled down to whether your chosen software ticks off essential characteristics that elevate the experience.
The ideal live chat software should cater to both customers' and businesses' needs. Working out of this understanding, we generated a breakdown of the essential attributes found in stellar live chat software based on their importance to form our ranking.
Number of Conversations
The number of conversations refers to the individual contact requests you can have from users per month. So if someone opens your live chat window and asks a question, it is counted as one conversation. In most cases, a conversation will still be considered the same even if the same user asks a question again (assuming they haven't deleted their browser data).
Since most providers limit conversations or base their prices on them, it is one of the most important attributes in our ranking.
Have you ever sent a text message and anxiously waited for the reply, wondering if the other person was even typing back? That suspense can be a real nail-biter, especially when money or important decisions are on the line. Real-time typing works in two ways. First, it helps bypass such situations. It shows when the customer support representative or the user is currently typing a response.
Second, the agent's ability to see what the customer's query is before they hit 'send' allows for faster responses. On those busy days when one minute can make all the difference, quick retorts help keep customers satisfied (and these minutes quickly add up).
Think about it. If an agent can prepare their response while the customer is still typing, it produces super-quick replies. The customer feels heard and valued with such instant communication while saving time for your representative.
Unearthing the visitors' browsing history is like being privy to their thoughts. Agents gain a shortcut to understanding the customer's preferences, journey on your website, and what has piqued their interest.
Let's imagine a user browsing through your collection of leather boots. They've clicked on a few and added one to the cart but seem unsure about finalizing the purchase. As their browsing history is visible on the chat software, an agent can use that in the chat. They may offer assistance or share additional product details, which might tip them toward making that purchase.
Remembering customer behavior also creates personalized experiences. If a returning customer had shown interest in leather boots during earlier visits, personalizing communication with recommendations for similar products or complementary accessories could help increase sales.
Live Visitors List
This feature provides a real-time list of all users currently visiting your website and what they are viewing on it. Having such insight allows you to proactively reach out. It lets you engage with visitors who seem interested but could use a nudge towards that checkout button. Furthermore, high-profile clients or returning visitors can be immediately recognized for personalized service.
We live in an era where communication has transcended the limits of mere text. Sharing images, documents, or videos during chats brings about another layer of efficiency and clarity. It plays a critical role in supporting explanations. Use it to provide instant solutions or even create an interactive exchange with visitors.
For instance, you can do more than answer a query about assembling a product sold on your website. It would be fantastic for the customer if you shared an instructional video or an image detailing each step. The visitor struggling with the assembly would find instant relief without leaving the chat window.
Similarly, customers can also use this feature to better showcase their concerns. A picture explaining a defective item received or sharing a screenshot relevant to a technical issue will help agents resolve matters efficiently.
Transfers Between Agents
Sometimes, even the most capable customer service agent needs a hand. There may be instances where a specific inquiry requires the expertise of another department or a particular agent. The ability to smoothly transition chats between agents and departments becomes invaluable. This criterion indicates whether your chosen live chat software provides such an option.
If it does, you can easily assign chats to the right person or department and be certain that customers are receiving the help they need promptly. Transfers can also prevent agents from feeling overwhelmed or bogged down with too many conversations at once. It allows them to focus on what they do and do it well.
The transfer feature should be efficient to ensure the customer does not need to reiterate their concerns. This component can solidify your live chat capabilities as an interdepartmental force driving optimum customer satisfaction.
As businesses expand globally, they encounter customers from various corners of the world. And each might have their own unique language.
If you want to offer multilingual support, an appropriate setup is mandatory. This way, you can ensure that the interface is displayed in the user's language and that they end up with the right agent. This process is incredibly important to build the user's trust and make a professional first impression.
Multilingual support reflects an inclusive approach to customer service. One where language is not an obstacle but a bridge to deeper connections.
10 Best Live Chat Software
How to Choose the Best Live Chat Software for Your Needs
Considering your budget while not compromising on essential features is a tricky balance to achieve. So, how do you filter through the options available without upsetting the balance sheet? We've gathered some guidance for you.
Firstly, have clarity about your business needs and customer expectations. Does your business attract global customers, necessitating multilingual support? Are you dealing with many requests or just a few per month? Recognizing such specific requirements will lay the foundation for selecting appropriate software.
Remember that you can always upgrade to a more robust solution once your business grows and demands an increase in features. You can start with the bare minimum and scale up as needed, but usually, it’s best to carefully map out what you could need in the future and stick to one software, so you and your team won’t have to change anything.
Our Comparison Tool does a great job showcasing the various criteria for all the live chat software you’re interested in. You can compare the essential features across multiple platforms to ensure you choose the best solution.
However, let's not forget the possibilities outside this box too. Be sure to check out our Best Picks to get a broader view of what's available on the market. You can also refer to our Finder Tool if you would like to receive a personalized recommendation.