Top 27 Best Live Chat Software Solutions for 2020
ProProfs Chat is the best live chat software solution available in the market. The software is easy-to-use, configurable, and feature-rich, giving business owners the opportunity to develop a customizable customer support experience to all its website visitors. This award-winning platform is known for building a delightful experience not only for its clients but also for their customers.
With the best chat software for websites, you can make sure that customers don’t have to repeat their case history every time they speak with a new support operator. Your operators can filter and see the conversation via chat transcripts to learn what conversation has taken place with the same customer. Plus, they can also keep a track of all the solutions provided to the customer by other operators and whether they were delighted by the services received.
But to have such an outcome, you need to have the best live chat tools in place. And, choosing one can get overwhelming when there are way too many options available.
To help you navigate through the available options in the market and invest in one confidently, we have compiled a list of top 27 live chat software solutions for 2020. You can learn about each one of them and decide for yourself which one works the best for your support process.
ProProfs Chat
Get Started Free (Try the Forever Free Plan)
LiveChat Inc
Zendesk Chat
Olark
Drift
Kayako
Acquire
Comm100
Intercom
Freshchat
Zoho Sales IQ
SnapEngage
Userlike
Pure Chat
Tidio
LiveAgent
Hubspot Service Hub
REVE Chat
HelpCrunch
Tawk.to
Provide Support Live Chat
HappyFox
Bold 360
Click Desk
Live Zilla
My LiveChat
Velaro
Now, let’s dig a little deeper into the individual features, pricing, and why to use either of the above-mentioned best website live chat services.
ProProfs Chat is a SaaS-based live chat software that is easy to install, configure, and supports endless features. Your operators can provide instant support to your customers with features like canned responses and chat routing. Operators can also learn whether visitors came with a purchase intent on your website with real-time visitor monitoring.
You can brand your live chat window by adding your logo. What’s more, you get to customize the live chat window on every page so it matches their theme.
Besides this, admins can supervise an ongoing chat too. This will allow them to understand how your operators keep customers engaged during an ongoing chat and whether they need any assistance. In case they want to assist the operator during the chat, they can either take over the chat or use the operator to operator chat feature to help them build a seamless support experience.
With more than 50 integrations, ProProfs Chat allows you to build a complete support suite that helps your business create a delightful customer experience.
Send automated greetings to visitors who’ve been on a specific page for long to help your brand engage with them instantly.
Route your incoming chats automatically and manually to keep the support queue going with the chat routing feature.
Track your visitors in real-time to understand their intent behind browsing your website. You can get access to information like what page they landed on, what pages did they browse further, and how long did they stay on the website.
Keep customers informed about upcoming discounts, sales, product upgrades, and flash sales by creating announcements with ProProfs Chat.
Track the ongoing performance of all your operators with ProProfs Live Chat. You can check how many hours were they active, how many chats did they answer, and how many chats they missed.
Help your operators reduce response time with canned responses. This feature allows them to keep the conversation going.
Send images, documents and more to customers during an ongoing chat with ProProfs Chat.
Provide admin rights, set chat limit, change welcome message for all operators, add callback support, and more with 100+ live chat customization settings.
Manage multiple customers at the same. Set chat limit for all your operators based on their performance and ability to manage multiple customers at the same time.
Share customer chat sessions with other operators from different departments to speed up the resolution process. A supervisor can also intervene in an ongoing chat session.
Integrate ProProfs Chat with other support platforms like a knowledge base and help desk system to create a complete support suite.
ProProfs Chat supports more than 70 languages that allow operators to provide support to visitors in their native language.
Provide anytime, anywhere support to your customers with ProProfs Chat mobile app.
Allows internal discussion amongst the operators.
It allows 3rd party Integrations like Salesforce CRM, MS Dynamics, Shopify, Zendesk.
LiveChat, one of the top live chat providers, is known to help brands connect with their target audience and capture qualified leads for the business. The live chat software claims to be the fastest way to help you connect with your customers in real-time.
Monitor how your operators are engaging with your customers in real-time. You can also get access to chat transcripts to see how your customers got a solution for their questions and how well did your operators managed to keep the customers engaged in a conversation.
Capture your customers’ feedback and learn what areas do they feel your business needs improvement. You can also use surveys to capture lead information and create offline message forms.
Manage your leads and reach out to them when they visit your website again. Your operators can initiate a chat with them and help them get answers faster.
Formerly known as Zopim, Zendesk Chat is one of the top live chat software solutions of the customer support industry. The chat tool helps you connect with visitors in real-time. All a visitor has to do is click on the chat widget to initiate a conversation.
You can now export your chat transcript and send it to another operator so they can use it as a reference while having a conversation with the same customer.
Track how well your operators perform by assessing their ratings left by individual customers.
Send a file to a customer during an ongoing chat to build a smarter support experience.
Looking for a cloud-based live chat software that enhances the look of your website? Well, Olark can be one of the options besides ProProfs Chat and LiveChat Inc that you can consider. Olark helps you smoothen the sales and support process of your business in no time. That means a sale and support for customers are just a click away.
Add your brand name and logo to the chat window. This way you can add the look and feel of your brand and boost engagement.
Add an offline form just in case none of your operators are online. This way you can easily capture qualified leads for the business.
Understand visitor intent and provide instant support with the visitor tracking feature.
Other than ProProfs Chat or Olark, you can find Drift as one of the best live chat software solutions for instant solutions. The cloud-based live chat app is known for its email management solution that is perfect for sales and marketing teams. The software claims to offer customizable live chat widgets, email follow-ups for missed chats, chat histories, and an AI-powered chatbot.
Transfer your chat to another operator in case the customer wishes to seek professional guidance from a pro. This way you can help the customer get an instant resolution.
Check whether a chat is ongoing and which operator is managing a particular customer with this feature.
Take private notes and add them to the contact list. This will help other operators to tackle the same customer effectively.
You can also find Kayako to be in the list of best live chat software solutions. As one of the leading multi-channel helpdesk and live chat software solution provider, Kayako has helped several business owners to build a seamless experience in no time. The software also allows you to build web-centric customer support solutions. This further enables organizations to provide better support experience to their customers.
Help your customers connect with your brand via different social media platforms and receive their messages via your live chat.
Monitor what your visitors are up to on your website with the real-time visitor monitoring feature.
Send proactive messages to visitors who have been on a page for long so they can engage with your brand better.
Acquire, as SaaS live chat software, helps your customer support operators send targeted messages to customers so they can capture their attention for instant engagement. The software is equipped with a customer routing feature. This helps to ensure customers connect with the right support operators instantly.
Share your customer’s screens and help them complete the sales process effectively.
Share files with your customers instantly during an ongoing chat.
Your missed chats will be converted into tickets that can, later on, be managed by your operators.
Comm100 is known for creating an omnichannel customer support experience. The live chat software solution powers real-time interactions via mediums like website, mobile, and messaging. The support tool also claims to deliver fast, effective, and affordable customer service solutions for contact centers, support, sales, and marketing teams.
Save frequently used responses as canned messages to help your operators reduce response time.
Route incoming chats to the right department to help customers receive instant solutions for their questions.
Initiate proactive conversations with your visitors and convert them into a sales opportunity.
Another best live chat software solution that will help you keep your customers engaged on the website is Intercom. It is a customer communication platform that integrates products for every team. These teams include sales, marketing, product, and support.
Monitor how your operators are performing and whether your customers are enjoying their experience with your brand easily.
You can send triggered messages by setting rules and conditions based on customer behavior on the website.
Integrate your favorite email marketing platform with Intercom to see how your campaigns are working along with instant support.
Freshchat is yet another option that gets recognized as one of the best live chat software solutions in the market. The tool is known for helping sales and customer engagement teams to connect with potential prospects and customers on the website. The live chat tool is also known to help sales and marketing teams to send proactive messages to website visitors.
Automatically route your visitors to another operator to avoid missed chats and lengthy support queues.
Provide multilingual support to your customers. Help them get answers to their questions in their native language.
Save and later view individual conversation history to build a personalized experience for your customers based on their preferences.
As an amazing live chat software solution, Zoho SalesIQ is yet another option you can consider for your website. The live chat software helps to boost customer engagement on your website and spot potential sales opportunities easily. Your operators can easily get access to data like visitor location, site behavior, and new or returning visitors. And the captured data helps you identify prospects and proactively engage them in a conversation at strategic moments.
Create and manage departments like accounts, sales, and support to help your customers attain the correct solution faster.
Store your leads in one place with the amazing in-house CRM integration. Save them as contacts and keep them updated whenever the customer engages with your operators.
Monitor chats in real-time to understand customer purchasing intent and customize support journeys accordingly.
Irrespective of your company size, SnapEngage live chat software enables you to better engage with their website visitors and that too instantly. Both support and sales teams can use the best live chat software option to deliver unique and innovative services to their customers in real-time.
Help your operators transfer their chats instantly to another operator to assist customers to get faster resolution.
Track your website performance and how many leads are converting for your business by integrating your live chat with Google Analytics.
Help operators track your visitors and build a support procedure that matches their preferences with real-time monitoring.
Another best live chat software option you may across during your research is Userlike. As a cloud-based live chat software, the platform allows business owners to conduct real-time conversations between customers and your employees. Userlike is a fully customized chat software that comes with features that meet your basic support expectations.
Use website visitor tracking to learn what they are searching for and customize their support journey accordingly.
Track your visitor’s geolocation to learn whether they are a potential lead for your business or not.
Reduce your response time with canned messages. Save the answers for frequently asked questions as a template and use them to keep the conversation going.
You will also find Pure Chat when searching for the best live chat software for your SMB. The chat tool will help you engage with website visitors faster. With Pure Chat, you can get access to unlimited operators, unlimited chats, full transcript history, and more. The live help support software also aims to deliver an effective customer service solution.
Brand your live chat window in seconds with Pure Chat. The white-label feature allows you to add your brand name at the bottom of the chat window.
Track your visitors in real-time to learn what product or service encouraged them to land on your website.
Add tags to your chat transcripts to help operators know if the customer came for support or sales related queries.
Want a variety of options when working with live chat software? Well, Tidio Chat helps you get just that and that too in seconds. This is one of the reasons why Tidio Chat is seen to be one of the best live chat software solutions in the market today.
The live chat option enables users to customize the chat window applied on all the pages so that visitors can relate to the theme of the page they are browsing. The chat software also allows users to add a custom pre-chat survey to obtain visitor details like name, phone number, and email address before a chat initiates.
Integrate Tidio Chat with your favorite email marketing platform to increase your email contact list.
Make your chat widget more appealing for the site visitors and encourage them to engage in a conversation with your brand.
Capture leads with a pre-chat survey form. You can customize the form and ask for particular information that will allow your operators to approach the visitors properly.
Popularly seen as a help desk system, LiveAgent is yet another platform that allows your operators to interact with customers and website visitors in real-time with live chat support. As one of the best live chat software options, it allows business owners to create customer support suite that helps operators provide instant support.
With a ticketing system, you can easily reach out to those customers whose chats were missed in case your operators weren’t available or the support queue was too long.
Manage customer feedback once you receive them as a chat comes to an end.
Share a file with your visitors during an ongoing chat instantly.
HubSpot Service Hub is a complete cloud-based customer service suite. The suite is designed to simplify the customer support process that helps your operators manage and improve client engagement with the brand. Your operators can connect easily with customers via live chat, conversational bots, canned messages and more.
Don’t wait for your admins to route your website visitors to operators manually. With a set of rules and conditions, you can equally divide chats among all the operators easily.
Add an offline form for instances when your support operators are not online. These offline messages convert into tickets operators can later take up.
Help your operators become more proactive and reach out to visitors when they’ve been on a page for long with the proactive chat feature.
Searching for more options under the best live chat software category? Well, REVE Chat is another option for you to check out. As a multi-channel cloud-based live chat software, REVE Chat helps your operators to deliver instant support to your website visitors. What’s more, like other options in the list, the live chat support tool helps you improve the customer service process and boosts sales conversions.
Monitor how your agents perform with individual customers using insightful reports. These reports help you improve their service pattern with adequate training.
Track how many times a single visitor or customer has visited your website with REVE Chat. Based on that, you can figure out the areas which prompted the customer to leave the website.
Change the look and appeal of your chat widget with simple yet powerful customization options.
Another best live chat software solution that your business can check out is HelpCrunch. As a top-rated customer communication platform, the brand claims to be a perfect solution for support, marketing, and sales teams. That means your business can increase conversions and sales, improvise support, and grow faster with HelpCrunch.
Send automated messages to website visitors who have been on the page for long. All you have to do is set some rules and conditions and the message will automatically pop-up after a few seconds.
Collect feedback from your customers once the chat comes to an end. This way you’ll get to know the problem areas, instances where you excel as a brand, and other scopes of improvement.
Create and manage chat support tickets with the live chat software.
As a cloud-based live chat software, Tawk.to is yet another option for you to check out. While their services are mostly claimed to be free, you might want to look into what all features can actually free to avoid the hidden cost issue. The company claims to offer a messaging solution that businesses of all sizes can use to connect with their customers instantly.
Share screens with your customers to help them understand how they can complete their desired process on your website easily.
Add offline forms in case your operators aren’t online. This will help you reach out to them later.
Get access to old and new chat transcripts with Tawk.to. You can store customer transcripts that can be used by operators when interacting with the same customer or can be used to train them to provide better services.
Provide Support is also seen as one of the best live chat software solutions in the market today. This live support tool comes with a real-time monitoring solution for online support that enables your operators to send proactive chat invitation, push pages during an ongoing chat or browsing experience, track visitor's geolocation, referrer and more. The chat is easy to set up and can be customized as per the needs of the business.
Use canned responses to help your customers avoid the long support queues. You can reduce the response time and keep all your customers delighted.
Add offline forms to help your operators catch up with customers who came looking for support just in case no one was available to take up the chat.
Track your website visitors in real-time and identify the places where they might need your help. This way you can encourage your operators to become more proactive.
Another best live chat software option that your company can consider for intuitive design and speed is HappyFox Chat. This live chat tool allows you to manage multiple customers at the same time. What’s more, you can add live chat to your website under 1 minute.
Set chat triggers on crucial pages that are likely to convert visitors into customers. These triggers will prompt visitors to initiate a chat and engage with your brand easily.
Learn what your customers think of your services with the chat rating feature. You can assess how our operators are performing and train them accordingly.
Customize your live chat window to match the existing expectations of your customers.
Bold360 is an AI-powered live support chat software that is known for increasing engagement between the brand and its customers. With its chatbot feature, you can provide 24/7 support to your customers.
Track a visitor’s history via their conversations that tool place with all the operators via chat software. Learn what solutions they received in their previous conversations and how to customize their journey with the brand.
Route your visitors to the right department so they can receive instant resolution and you get to reduce response time at the same time.
Use canned responses to help your operators keep multiple people engaged in real-time.
ClickDesk is seen to be one of the best live chat software solutions that combine live chat through help desk, social media integration, mobile access, reporting and more. It brings together a support suite that helps business owners provide a seamless experience to all.
Track details like call duration, caller area code, call start and end time, and whether the call was connected when the customer was approached.
Initiate proactive chat to keep visitors engaged and help them make an informed decision while purchasing a product.
Integrate the live chat software with analytics tools like Google Analytics to track metrics regarding leads and website performance in real-time.
LiveZilla, one of the best live chat software solutions, claims to provide multi-website support, visitor monitoring, and a help desk system. An amalgamation of the three helps its users to not only integrate emails they receive from customers but also messages from social media platforms in the ticket system.
Manage your incoming chats in real-time and make sure that your operators can initiate a chat in strategic moments.
Integrate your live chat with an email marketing tool to increase your contact list.
Manage your chat tickets within the chat tool and make sure that no query goes unanswered.
Want a simple and user-friendly live chat solution? My LiveChat is one of the best live chat software solutions in the market. The tool will allow your support operators to provide instant resolution and improve customer satisfaction.
Help your operators become proactive with your website visitors with proactive chat feature.
Customize your live chat window and add your branding with My LiveChat.
Track your website visitors as they browse your website in real-time. This will help your operators to understand the visitor intent.
Last, but not least, Velaro is also seen as one of the best live chat software solutions in the customer support market. This live chat support software is known to offer a suite of actionable analytics and reporting tools that are designed to boost operator excellence and customer satisfaction.
Send files to your customers during an ongoing chat and help them gain more information regarding your product and services.
Learn how your brand is performing or what ratings do your customers leave for individual operators with real-time reporting feature.
Track how many times a visitor has landed on your website and what pages they browsed with visitor history tracking feature. You can also track which operators actively gave support to the visitors when they landed on the website.
