If you aren’t using live chat on your business website yet, it’s not too late. Live chat is one of the most effective solutions to what today’s consumers demand: 24×7 support availability. If you are not there to answer the customer’s query at the time he or she visits your site, then you can be sure your customers aren’t going to wait for you.
Gone are the days when the customer would wait for your response for days and then decide to buy. Today’s age is of instant buying. Customers want to have their questions answered in real time. Thanks to the Live chat software, this has become much easier and efficient for businesses.
Some live chat services employ artificial intelligence to give intelligent replies to your customers while others help your customer support team streamline your customer interactions. Without a doubt, live chat adds to your business, not just in terms of support but in terms of lead generation and conversion. Browse through our list of best live chat services in 2019 to know the best options out there in the market.
Crisp is France based live chat service that offers comprehensive features. These features make customer interaction crispy, at least this is what they believe in. This service was started in 2015 and quickly gained popularity. It is 100% self-funded. There are more than 70,000 users who use Crisp chat. These include renowned brands like Mailjet, AppSumo, Schneider Electric, and Renault among others. Here are some of the important features of Crisp:
Team Ready: Crisp gathers all customer interactions at one place. Plus, there is a team inbox solution. This way you can reply to your customer with the advantage of a team.
Message Automation: Crisp can send automated messages to potential leads. This helps you convert your leads to buyers efficiently.
All Round Live Chat: Crisp Live chat includes an integrated help desk, File sharing, Connect through social networks like Twitter, Messanger, and the option to define bot scenarios
Customizations to fit Your Brand: Crisp allows you to customize the chat with colors, languages, and positions to suit your brand needs.
Live-translate: This feature helps you translate real-time conversations. You can reply to customers using your native language and it will translate the message to customer’s language.
The basic plan is free. It includes 2 seats and is ideal for personal websites. The pro plan costs $25/month/website. It includes 4 seats and is good for early-stage startups. The Unlimited plan is priced at $95 per month per website and it allows unlimited seats.
Crisp support apps for Android and iOS platforms. You can also access the web app or download the crisp app to Windows or Mac. You can download it here.
LiveChat, Inc currently powers more than 25,000 businesses. With LiveChat, you can keep track of your customer support performance. This helps you speed up your customer service. The ratings of chat sessions over a month give you feedback about your customer support efforts. LiveChat is trusted by some of the leading brands like Adobe, Stripe, PayPal, TED, Pizza Hut among others. Here are some of its features:
Powerful Chat tools: The chat includes canned responses, visitor information, Chat tags, File Sharing, Timeline, Chat archives, Delivery status, and notifications.
Customizations: With LiveChat, you can customize your chat window with company logo, chat window themes, Language, messages, and labels, social media buttons etc.
Reports and Analytics: LiveChat gives detailed reports about your chat interactions. It includes basic statistics, Chat reports, Ticket reports, Filters, Daily summary, and dashboard.
Ecommerce Tools: LiveChat has specific tools for Ecommerce. Tools like Goals, Sales tracker, Sales information, Ecommerce integrations help your ecommerce business.
Integrations: LiveChat provides integration with Google Analytics, Facebook, Salesforce, MailChimp, Dropbox, WordPress among others.
The pricing is based on annual billing. The Starter plan costs $16 per month per seat. The Team plan costs $33/month/seat. The Business plan is priced at $50 per month per seat and the Enterprise plan costs $149. You can browse each plan here.
LiveChat provides comprehensive app support. It has desktop apps for Mac and Windows. The mobile Live chat apps are available for Android, iPhone, and iPad. You can download the apps from their download page.
Olark is a live chat software for sales, marketing, and customer support. This chat platform was built in 2009 with initial funding by Y Combinator. Today it powers more than 12,000 businesses worldwide. Its intuitive interface is both simple and attractive. Olark offers key features and tools that are making it increasingly useful for businesses. Some of the key features are listed below.
Customize to your Brand: Olark lets you create a chat experience that is visually consistent with your brand and website. You get to customize colors, shape, and position to suit your brand. You can also update it as your brand evolves.
Real-time Reports: All the chat reports are updated in real-time. So you get the most updated reports. You get to know about your chat ratings, chat volumes, conversation topics. Olark can deliver these reports straight to your email.
Live chat Automation: With Live chat automation, you can simple messages according to specific customer behaviors. Automation can be based on location, referring URL or browsing behavior. You can set your own automation rules.
Olark Power Up: These are specialized features for sales, growth, and customer service that can be added to any Olark plan. These include Visitor Cobrowsing, Visitor insights, Live chat translation, and Non-branded chatbox.
Team Management: Olark provides chat monitoring, message routing, per-agent chat limits, and canned responses to soothe your team effort.
Olark provides simple billing. If you are paying monthly, it will cost you $17 per agent per month. If you pay yearly, it costs $15 per agent per month. If you pay for two years upfront, you get pricing of $12 agent per month.
It provides app support through third-party mobile apps like Xabber for Android and Trillian for iOS.
Zendesk is among those platforms that provide support for customer interactions through all mediums; phone, email, live chat, social media, and any other channel integrated through one software. With it, you can track, prioritize and solve customer support tickets, manage your customer interactions and avail added features of Zendesk suite that give you a complete range of customer support products.
Zendesk boasts of 1,25,000 paid customer accounts. It has a global workforce of 2000+ employees. Among all of its customer service products, we will talk about its live chat feature.
Triggers: With trigger, you can send targeted messages based on customer behavior. For example, you can help them make a purchase if they are looking for something specific or they are confused about which product to buy.
Pre-chat and Offline forms: You can add prechat forms to get the contact information of the customer. Offline forms help your customers to contact you even while you are away.
Chat ratings: Chat ratings offer feedback that can be used to improve customer support.
File Sending: You can send images and gifs that will enrich your chat experience. For example, you can add a screenshot, a product guide, or even an animated gif to help your customer.
Chatbot facility: Zendesk allows you to integrate AI-powered bots into chat using their API. Chatbots can automate simple, time-consuming tasks.
There are 4 pricing tiers. The Lite version is free. The Team plan costs $14 per agent per month. The professional plan starts from $29 per agent per month while the Enterprise plan is pegged at $59 per agent month. To view the detailed features of each plan, see the zendesk chat pricing page.
Zendesk has its own app directory that includes numerous apps for their live chat service. Some of them are available for Android and iOS. You can view the list of apps in the zendesk app directory.
Over 1,50,000 websites use Tidio. It’s featured on Forbes, Fox News, GetApp and Medium. It offers chatbots with live chat and they have numerous integrations. Here are some of its key features:
The Forever Free Plan: Tidio offers a unique forever-free plan. You can use it for up to 3 operators for a lifetime. It includes Live Chat, email integration, unlimited tracking, third-party integrations, and app support for Android and iOS.
Communicator: The communicator feature is an add-on that adds real value to the chat. With it, you get to access viewed pages of your customer, live visitor list and the live typing feature that lets you see a live preview of what your customers are typing in the chat window even before they hit the send button.
Chatbot: The AI-powered chatbots offered by Tidio can save your abandoned carts, offer discounts, generate leads, and help your customers with answers.
Integrations: Tidio integrates with a wide variety of platforms and third-party apps. This helps you provide even more customer service
One-Panel View: Tidio lets you see all your live chat, email, and messenger communication is one panel.
The forever-free plan costs you nothing. The Communicator plan costs €15 per month for 3 operators. The Automation plan is pegged at €15 per month for 5,000 unique visitors on your site.
Tidio provides app support for both Android and iOS.
Formilla.com provides customer messaging software for sales, marketing, and support. More than 12,000 companies worldwide use their software for lead generation, marketing automation and providing better customer support. You can avail the combination of live chat, email, and in-app messaging tools in one platform. Here are some of the features of their live chat service:
Real-time visitor monitoring: You get to see the visitor traffic in real-time with the country and region-wise visitor location. You also know which pages your customers are visiting, time duration and browsers they are using.
Smart Messages: Smart messages feature enables you to send smart replies to your customers based on the knowledge of their country, language or whether they are a new or a returning customer. This helps to create a personalized chat experience for the customer.
Personalize for your Brand: The look and feel of the chat window can be customized to fit the style of your brand. You can add team member pics and bios. You can modify text and language to modify your communication style.
Shortcuts for replies: You can use keyboard shortcuts for saved replies and quickly save time spent in typing the repeated messages again and again.
Team Management: You can group your team members into departments and route chat to the concerned team. Chat transfer is easy and you can also include a private note for your teammate.
The pricing is divided into three plans. The Standard Plan is free. The Premium plan costs $11.99 per month for the first agent. The Premium Plus plan is priced at $16.99 per month for the first agent. For subsequent agents, you get 30% off. See the detailed pricing at Formilla Live Chat Pricing Page.
Formilla Live Chat has mobile apps for Android and iPhone.
Pure Chat was founded in 2012. Since it’s inception it has received steeply increasing growth and has received awards like Arizona Innovation challenge in 2015. It offers two distinct products; Pure chat- the free live chat software, and Artibot.ai – the free lead capture bot. Here we will talk about the live chat software.
Customizable Chat Window: You can customize the chat window. There is a convenient editor provided for that.
Chat Transcripts: You can access all chat history and read transcripts to give you a better idea for the conversation.
Canned Responses: You can set canned responses for frequently asked questions.
Operator Friendly: Operator dashboard helps the operators with the necessary information. You can assign security roles like admin, power users etc.
Integrated analytics: Integrated visitor analytics with contact history helps you gain insights that you can leverage in the chat conversation.
Pure chat offers you a totally free live chat that includes 3 operators and unlimited live chat for 1 website. There is a Pro plan available that costs $79 per month when paid annually or $99 when paid monthly. You can view the detailed list of features at the Pure chat pricing page.
SalesIQ is a live chat product by Zoho. Zoho SalesIQ offers specialized live chat for Customer Service, Ecommerce, Startups, Financial Service, Travel, Real Estate, Education and Restaurants. Apart from that, it offers following features that stand out.
Smart Visitor Tracking: SalesIQ provides you smart user data to help you close the deal. You get to know the geolocation, visitor’s footprint on your website, new or returning customer so that you can provide a personalized chat experience.
Automated Messages: You can create rules based on customer behavior to trigger automated messages.
Knowledge base integration: You can integrate your knowledge base with live chat so that frequently asked questions can be answered quickly.
Minimalist Agent Dashboard: The agent dashboard has clear and minimalist design. You can focus on visitor’s queries, handle multiple chats, share files and invite a co-worker to your discussion.
Performance Monitoring: You can keep track of the performance of your agent through different metrics like rating, availability, interaction. Reports give important feedback.
There is a free plan available for two agents and 1 website. The Basic Plan costs $17 per month for 3 operators. The Professional Plan is priced at $53 per month for 5 operators. The Enterprise plan includes 10 operators for the price of $116 per month. You can view the detailed pricing for Zoho SalesIQ.
The Zoho SalesIQ mobile app is available for Android as well as iOS. You can also get the desktop app for Mac, Windows, Ubuntu, and SDK.
Intercom is a suite of Marketing, Sales and Support solutions. It powers more than 30,000 businesses worldwide. It was founded in 2011 with the aim of building messaging-first products for businesses. They have more than 600 employees across the globe. Their live chat feature is called messenger and here are some its features:
Customizable Home Screen: You can customize the messenger home screen to give your customers and leads a personalized experience.
Apps in the Messenger: There are more than 100 apps that can be used in the Messenger to convert your leads into buying customers.
Chatbots: You can relieve your workload and let your chatbot answer common queries even when you are not around.
Data Enrichment: You can use data integrations like Clearbit Reveal to target only the best leads.
A/B Testing: Messenger allows you to conduct A/B testing to measure impact with control groups and improve performance by testing variants.
The Essential plan starts at $87 per month while the pro plan is offered at $127 per month. The details of each plan can be seen on intercom pricing page.
Apps are available for Android and iOS mobile devices.
Drift is not just a customer support service. It is a conversational marketing platform, the first one ever according to them. That aside, Drift offers some really impactful tools that can help your businesses grow at a faster pace. Founded in 2015, Drift has served 1,50,000 customers so far. Apart from the usual live chat features, here is what they offer.
Driftbots: These intelligent chatbots are like a personal assistant of your website. These quality leads, answer FAQs, book meetings, and are available 24/7.
Book Meetings: The free drift profile allows your customers to directly access your calendar and schedule an appointment accordingly. Chatbot can also book an appointment for you. You can book meetings with one click in the email.
Account-based Marketing: Drift’s Account-based marketing alerts your sales representative when a target account visits your website and it can even initiate the conversation on your behalf.
Anonymous Visitor Intelligence: This allows you to know when qualified leads are browsing your site even if they are browsing anonymously.
Integrations: Drift integrates with Google Calendar, Clearbit, Zendesk, Salesforce, Okta, Slack, Eloqua, Drip, Shopify, Hubspot, Zapier, Stripe, Google Sheets among many others.
There is a free plan that includes live chat, mobile apps, and profiles. The Standard Plan costs $50 per month. The Pro plan is priced at $500 per month. To view the details of the pricing, visit Drift Pricing Page.
More than 100, 000 businesses have used ClickDesk. ClickDesk offers 99.95% uptime. With its live chat software, you can increase conversions with online chat leads. Live help can boost your customer retention. ClickDesk provides comprehensive visitor insights through its live chat software from pre-chat surveys to keystroke previews. Here are some of its features:
Visitor Information: The web chat panel has intuitive live chat map. If you hover over a visitor, you see relevant real-time information. It includes name, email, country, chat history, browser, and referring URL.
Integrations: It offers integration with Zendesk, Salesforce, MailChimp, Desk, Zoho, Agile CRM, Helpscout, Constant Contact, Zapier, Google Analytics, Facebook among many others.
Cross-platform: ClickDesk supports multiple platforms and you can use the live chat software from any device and for any language. This provides a global outlook for the chat experience. The translation feature lets you chat in 90+ languages.
File Sharing: With real-time file sharing, you can share photos, documents, presentations over chat.
Simultaneous chats: You can chat with up to 5 customers simultaneouly.
There is a free plan. The Lite plan is priced at $14.99 per month. The Pro plan costs $24.99 per month. The Enterprise plan costs $39.99 per month. You can view the related features of each plans at the ClickDesk Pricing Page.
ClickDesk provides mobile live chat app for Android.
Kayako provides live chat software for customer service and help desk support. You can add their live chat to your website, help center, and mobile apps with ease. Kayako started in 2001 and now it helps businesses and organizations of all sizes to deliver effortless customer service experience.
Visitor Background: You get to understand the background information about your customer to personalize their chat experience. It tracks customer behavior on your site and provides you with helpful insights.
Mobile-friendly: When you embed kayako live chat into your website, it supports both desktop and mobile users in real-time. You can also integrate their SDKs into your Android and iOS apps.
Chat Resume: You can reach out to your customers through email even if you are not online. When your customers goes back to your website, they can resume their conversation without needing to type everything again.
Customizations: You can customize live chat to suit your brand. You can change colors, choose a messenger title, type a welcome message and set a primary color.
The Inbox plan starts with $15 per agent per month. The Growth plan costs $30 per agent per month. The Scale plan costs $60 per agent per month. You can view the details of each plan at the kayako pricing page.
Help Scout was launched in April 2011. It now powers more than 9000 support teams worldwide. It offers powerful tools like help desk, Docs and Beacon. Beacon is the live chat solution that is different than most of the live chat solutions in the market. It streamlines customer interaction in such a way that queries are quickly answered and the burden on customer support team is reduced. Check out some of its features below.
Focus on Fewer chats: Beacon is puts your help content in focus and uses it to answer customer queries automatically. This helps reduce unnecessary chats and at the same time, makes customers happy by directing them to right solution as quickly as possible.
Recommended Articles: You can recommend articles based on the page the customer is viewing. So that they get the required information without having to search for themselves.
Easy Escalation: Customer can browse articles without leaving the page. When they are not able to find the answer, they can easily reach out to the support person with one click.
Smart Chat Window: Beacon never shows a chat window unless someone is available to help.
Beacon Modes: You can set different Beacon modes to set how it allows the live chat experience. For example, visitors won’t see the contact option until they view help content or you can give them an option to chat through email or live chat side by side.
The Standard plan costs $20 per month while the Plus plan costs $32 per month. For teams of 25+ you need to contact them for custom pricing. The pricing includes many other features which you can see on their pricing page.
Freshchat is a live chat solution in the product suite offered by freshworks that includes freshdesk, freshsales, freshservice, freshcaller, freshmarketer, freshconnect among others. Freshchat was launched in September 2017. Today, it powers brands like SharafDG, Make my trip, Practo, CLUB factory, BEL USA, GovSpend, Decathlon to name a few. Here are the key features of freshchat.
Categorization: You can categorize the conversations to route them to the right person. Topics can be like refunds, feedback etc.
Inbox Customization: You can set filtered views for your inboxes. For example, you can filter conversations by team members, groups, and message channels.
Bot Capabilities: Bot works 24/7 even when your team is offline. Apart from responses, the bot automatically uploads leads into the CRM. You can set bot rules and control what it says.
Intelligent Routing: You can assign conversation to team members according to their groups, their current load and skill level. You can use pre-set conditions for this like chat keywords, language, user properties etc.
Integrated Self-Help: Common queries are answered in the live chat window itself with integrated FAQ inside the messenger.
The Sprout plan is free. Blossom plan costs $15 Per month per team member. Garden Plan is priced at $24 and Estate plan costs $39. You can see the detailed pricing of freshchat at their pricing page.
LiveZilla claims to be the next generation Live help and Live Support system. Apart from Live Chat it offers other products like Tickets and Help Desk, Besucher Monitoring, and LiveZilla apps for all modern browsers, Windows, Linux, iOS and Android. There is dedicated forum available for support. Below we have listed some of the features of the Live Chat software.
Proactive Chat Invitations: Invitations are powerful engagement tools. These can be used to get in first contact with your website visitors.
Bi-directional File Transfers: File transfer is bi-directional, meaning you as well as the customer can send files to each other.
On Site/ Off site chats: LiveZilla offers two different modes of chat. On Site chat is good for sales while Off Site Chat is good for customer support.
Richtext HTML formatting: It provides a built-in HTML editor. You can use images, tables, and lists to enrich your messages.
Public Chat Rooms: You can create public chat rooms on your website with LiveZilla. This allows your customers to interact with each other.
The LiveZilla One version is free. LiveZilla Pro plan has custom pricing based on number of operators. You can view the details of pricing at their website.
LiveZilla has mobile apps for Android as well as iOS.
What sets tawk.to apart from its competitors is its bold value proposition: it’s FREE! Forever and for any number of agents. Plus, there are no annoying ads or hidden agenda. It has a different business model that gives you the live chat for your website completely free. You can add as many agents you like. Here are some of its interesting features:
Free and Feature Packed: There is no premium version with tawk.to. The single version is feature packed and free for everyone. \
Unlimited Agents: There is no limit on the number of agents you can operate with tawk.to.
Unlimited History: Chat History is stored for indefinite period until you delete it yourself.
Detailed Reporting: You get detailed reports and real-time monitoring of your website traffic.
Categorization: You can create departments. Tags and message filtering help you organize your messages.
Tawk.to is completely free to use. It generates its revenue through its “Remove Branding” and “Hire an Agent” feature. To remove branding, it costs you $12 per month. You can hire an agent for $1/hour.
Compared to other live chat services, what Chatlio offers is unique. Perhaps, it is the only one on our list to offer this: Full Slack integration. With Chatlio, you get to chat with your visitors directly from Slack. You don’t need another chat client.
It boasts to be the first official live chat app that is fully integrated with Slack.
Easy Setup: Chatlio is easy to set up for your website. You need to authorize and connect Chatlio app in Slack. Then use the widget code snippet on your website and you are ready to go.
Customizations: You can choose from button, chip and tab widget. You can change the shape, colors and labels. You can change the entire widget design with CSS.
Triggers: You can engage with your customers automatically with Chatlio triggers that get activated for certain queries. This saves you time.
Screenshots: You can request screenshots from your visitors without needing any client side plugin.
Bi-directional File Transfers: You can drag and drop files and images in Slack and forward it to the customer. Customers can also send you files.
The Starter Plan is priced at $29 per month. The Basic Plan costs $49 per month. The Pro Plan costs $99 per month. The Business plan is pegged at $199 per month. To view the detailed features of each plan, visit the Chatlio Pricing Page.
The Chatlio chat widget is Apple iOS and Android smartphones.
Help Cruch’s live chat solution, which they call Live Chat 2.0, has featured on Capterra, G2 Crowd, GetApp, Software advice and Product Hunt. It claims to be more flexible and intelligent platform compared to old-fashioned live chats. Have a look at some of its features.
Resume Sessions: You can resume your session even if the customer has gone offline or disconnected. Your replies are directly sent to the live chat.
Chat History: Chat History is available in the same thread so you don’t have to recall what happened in the last session.
Instant Email Follow ups: When your customer leaves the chat window before you hit reply, you can send an email follow up right from the chat window.
Customization: You can customize the appearance of your chat window separately for each of your websites.
Advanced Chat tools: Tools like Saved Responses, Offline Greetings, Typing Insight, Pre-Chat Form, and File Sharing enrich your chat experience.
There is a free plan. The Basic Plan starts at $12 per month. The Premium Plan costs $21 per month.
Customerly serves more than 925,000 people daily, empowering more than 3600 businesses. It offers services in Customer Support, Marketing Automation, and Customer Survey. We will talk about its live chat feature here.
Customization: You can set your live chat to your brand or website. Choose the color, position and background.
Smart Assignment: You can set smart rules for assignment and route your chat to the right member of your team based on the content of the chat, user data and other factors.
Video Live Chat: It comes with Video Live Chat without needing an additional software. It has an option of Screen sharing.
Easy Access to Information: All required information is available right within the chat window. You don’t need to waste time searching in your CRM.
Unlimited Teammates: Every package includes unlimited teammates.
The Starter plan costs €27 per month. Growth plan costs €107 per month. For Enterprise users there is custom pricing.
PHP live unashamedly declares itself to be a PHP and MySQL powered live chat software. There are two live chat solutions: Live Chat Download and Live Chat on Demand. With the Download solution, you can install the software on your PHP and MySQL ready server. You can alternatively sign up for Live Chat on Demand Solution.
Embed or Pop up: You get to choose to keep the chat window on your site or let it popup in a new window.
Waiting Queue: When the concurrent chat limits are exceeded for operators, you can add a waiting queue.
File Upload: You can upload GIF, PNG, JPG, JPEG, PDF, ZIP, TAR, TXT file formats.
Skip the pre-chat form: Visitors can skip the pre-chat form and chat with the operator directly.
Chat Transfer: You can transfer the chat to connect the visitor to an operator that can assist in that particular matter.
The Download option starts at $149. The On Demand plan costs $9 per month.
PHPLive has apps for Android as well as iOS.
Enterprise Chat Services:
There are some live chat service providers that cater specifically to enterprises. These have custom prices based on individual enterprise needs. You can contact these providers directly to get a quote for you. Here we have curated a list of Enterprise Live Chat Services:
A live chat service can dramatically increase your conversion rates and customer service. It is the quickest point of contact with your customers. We hope that you decide to use live chat software for your business. The live chat services listed here are some of the best out there. Each has some unique offering. So choose the one that suits your particular business need. Let us know if you are using a different live chat service that’s working well for your business. We would love to include it in our list. Do share in the comments.