What is a Live Chat Software?
Live Chat Software enables real-time communication between users and businesses or service providers through a website or application. Allows website visitors to engage in instant messaging conversations with customer support representatives or sales agents. It provides information about website visitors in real time, including their location, browsing history, and current page. In addition, it offers pre-written responses that can be quickly used to address common queries to save time for both the customer and the support agent.
Live Chat Software allows users and agents to share files or documents during the chat session for a more comprehensive resolution. Agents can use chatbots or automated responses to handle routine inquiries, provide quick answers, and assist with basic problem-solving. Users can collect feedback from users through post-chat surveys to gather customer opinions and measure satisfaction with the chat support experience.
Features of a Live Chat Software
List of Live Chat Software
When you start looking for the best live chat software, it is easy to get overwhelmed with the list of options available. Here is the handpicked list of live chat software to choose as per your requirement:
1. HappyFox
HappyFox is a live chat software that enables businesses to engage with their website visitors in real-time and provide instant support. Developers can use chatbots and automated responses to handle common queries and provide instant information without manual intervention. Businesses can initiate conversations with website visitors based on predefined triggers or user behaviour to improve customer engagement. In addition, it allows multiple support agents to collaborate on resolving customer queries, ensuring efficient and effective support.
HappyFox allows businesses to customize the appearance and behaviour of the chat widget to match their brand and website design. Allow users to share files or screenshots during the chat for better issue resolution. Businesses can create and use predefined responses to quickly address common queries to improve response time.
Key Features:
- Developers can collect customer feedback and conduct surveys within the chat interface to gauge satisfaction and gather insights for improvement
- Businesses can ensure a secure communication environment with SSL encryption to protect sensitive customer information exchanged during chats
- Users can integrate with other customer support tools and CRM systems to streamline workflows and enhance overall efficiency
- Businesses can gain insights into chat interactions, agent performance, and customer satisfaction
To know more about HappyFox Live Chat Software features and product options, click here to continue.
2. LiveAgent
LiveAgent is a live chat software that allows users to engage with website visitors and customers in real-time to provide an immediate response. Businesses can centralize customer communication by integrating various email and social media channels. Agents can manage customer support requests with a ticketing system to organize and prioritize inquiries, ensuring nothing gets overlooked. In addition, it allows customers to share files during live chat sessions for providing documentation, screenshots, or other relevant materials.
LiveAgent enables businesses to implement automation to streamline repetitive tasks, including automated greetings, canned responses, and routing to appropriate departments. Agents can collect customer feedback after live chat interactions to assess satisfaction levels and identify areas for improvement. Businesses can monitor the performance of live chat agents with features like chat duration tracking, response times, and other key metrics.
Key Features:
- Allow customers to leave messages or inquiries when live chat agents are not available to ensure that customer queries are captured even outside of business hours
- Agents can initiate conversations with website visitors by sending proactive chat invitations based on predefined triggers, such as time spent on a page or specific user actions
- Enable agents to view the customer's screen and navigate together with them to guide users through complex processes or troubleshooting issues
- Agents can create custom chat forms to gather specific information from customers before or during a chat session
To know more about LiveAgent Live Chat Software features and product options, click here to continue.
3. Chaport
Chaport is a live chat software designed for businesses to engage with their website visitors in real time. It supports communication through various channels, including websites, mobile apps, and messaging platforms. Businesses can route chats to the most appropriate agent or department based on predefined rules. Agents can use predefined responses to handle common queries efficiently. In addition, users can share files during chat conversations to enhance communication.
Chaport allows multiple agents to collaborate and handle customer inquiries effectively. Businesses can set up automated messages or chatbots to handle routine tasks or provide initial responses. Businesses can see when the visitor or agent is typing, enhancing the real-time nature of the conversation.
Key Features:
- Allow visitors to leave messages when the chat is offline, and receive notifications or email alerts
- Agents can view and access customer profiles and history to provide personalized support
- Businesses can segment visitors based on criteria such as location, source, or behaviour for targeted interactions
- Agents can collect feedback from visitors through post-chat surveys to gauge customer satisfaction
To know more about Chaport Live Chat Software features and product options, click here to continue.
4. Zoho SalesIQ
Zoho SalesIQ is a live chat software that enables businesses to engage with their website visitors in real time. Businesses can set up automated messages or pop-ups based on visitor behaviour to initiate conversations or provide relevant information at strategic points in the customer journey. Agents can view the visitor's screen and navigate the website together for a more interactive and personalized support experience. In addition, it allows for intelligent chat routing, ensuring that incoming chat requests are directed to the most appropriate agent or department.
Key Features:
- It helps prioritize leads based on visitor interactions and behaviour on the website, allowing businesses to focus on the most promising prospects
- Agents can collect feedback from visitors to gauge the effectiveness of chat interactions and identify areas for improvement
- Agents can maintain a record of past chat interactions to refer back to previous conversations and provide a comprehensive view of the customer's communication history
- Visitors can leave messages when live chat is offline, and agents can respond to these messages when they come online
To know more about Zoho SalesIQ Live Chat Software features and product options, click here to continue.
5. Zendesk Chat
Zendesk Chat is a live chat software that enables businesses to engage with website visitors and customers in real time. Businesses can set up automated responses and use chatbots for handling routine queries. Businesses can route incoming chats to the appropriate agents or departments based on predefined rules and agent availability. In addition, agents can manage multiple chats simultaneously, such as canned responses, shortcuts, and keyboard commands.
Zendesk Chat allows users to share files and images during chat sessions to enhance communication. Businesses can capture and respond to messages even when agents are offline to improve responsiveness. Businesses can gain insights into chat performance, agent activity, customer interactions, and other relevant metrics.
Key Features:
- Businesses can gather feedback from customers through customizable pre-chat and post-chat surveys
- Agents can see when the visitor is typing, providing a more dynamic and responsive chat experience
- Agents can maintain a record of past chat interactions to refer back to previous conversations and provide a comprehensive view of the customer's communication history
- Allows users to set up automated chat triggers based on visitor behaviour or specific events, enabling proactive engagement
To know more about Zendesk Chat Live Chat Software features and product options, click here to continue.
6. Intercom
Intercom is a live chat software that allows businesses to have real-time conversations with website visitors or app users. Agents can initiate conversations with users based on specific triggers or events, such as time on site, pages visited, or actions taken, to engage users before they reach out. In addition, agents can segment users based on various criteria, such as location, behaviour, or custom attributes to deliver personalized messages and services.
Intercom allows businesses to set up automated messages and responses triggered by user behaviour, time on site, or other predefined conditions to streamline communication processes. Allow users to share files or screenshots during the chat, facilitating the exchange of relevant information and improving problem-solving capabilities.
Key Features:
- Allows multiple team members to collaborate within the Intercom platform, facilitating seamless communication and issue resolution
- Agents can enhance the conversational experience by incorporating emojis and GIFs into live chats, adding a more human touch to interactions
- Businesses can collect and respond to messages even when team members are offline to ensure that users receive timely responses and reduce potential delays
- Agents can receive notifications when users read messages, providing insights into user engagement and allowing for timely follow-ups
To know more about Intercom Live Chat Software features and product options, click here to continue.
7. Freshchat
Freshchat is a live chat software that enables businesses to communicate with their website visitors and customers in real time. Businesses can set up automated responses or use chatbots to handle common queries and guide users through predefined workflows. Agents can collaborate with team members to handle customer conversations effectively and route conversations to the right team or individual based on predefined rules. In addition, users can share files, documents, or images during live chat sessions for a more interactive and comprehensive support experience.
Key Features:
- Agents can access details about website visitors, including their location, browsing history, and previous interactions with your platform
- Agents can initiate conversations with website visitors based on predefined triggers or user behaviour, such as time spent on a page
- Agents can create and use pre-written responses to common queries, saving time and ensuring consistency in communication
- Allow customers to leave messages or inquiries when agents are offline, with the assurance of a follow-up response
To know more about Freshchat Live Chat Software features and product options, click here to continue.
8. Olark
Olark is a live chat software service that enables businesses to engage with website visitors in real time. Users can customize the appearance of the chat box to match their website's design and branding, creating a seamless user experience. Agents can initiate proactive chat sessions, reaching out to website visitors with targeted messages to offer assistance or promote specific products or services. In addition, it allows users to create and use canned responses or pre-written messages to quickly address frequently asked questions or common issues.
Key Features:
- Allow users to share files during chat sessions, facilitating the exchange of documents, images, or other relevant materials
- Businesses can leave automated messages or forms for users to submit inquiries or messages when the support team is not available
- Businesses to track chat performance, measure customer satisfaction, and gather insights for improvement
- Allows multiple users to collaborate on handling customer inquiries and providing support
To know more about Olark Live Chat Software features and product options, click here to continue.
9. Tawk.to
Tawk.to is a live chat software that allows businesses to engage with customers, answer queries, and provide support. Businesses can set up triggers to initiate chatbot interactions based on visitor actions, such as time spent on a page, specific pages visited, or other predefined criteria. Allows businesses to automate responses to common queries to save time and ensure that visitors receive instant answers. In addition, it supports file-sharing capabilities, enabling businesses and visitors to exchange documents, images, or other relevant files directly through the chatbot.
Key Features:
- Businesses can track the performance of the chatbot, measure user engagement, and make data-driven improvements
- Visitors can leave messages when live chat is offline, and agents can respond to these messages when they come online
- Businesses can enhance their functionality by integrating with customer relationship management (CRM) systems, email and marketing tools
- Users can customize the appearance and behaviour of the chatbot to align with their brand using colours, themes, and chatbot avatars
To know more about Tawk.to Live Chat Software features and product options, click here to continue.
10. Userlike
Userlike is a live chat software that enables businesses to engage with their website visitors in real-time. Agents can initiate chat conversations with website visitors based on predefined triggers or user behaviour to proactively engage potential customers. Businesses can implement rules and criteria to automatically route incoming chat requests to specific departments or agents, ensuring efficient handling of inquiries. In addition, visitors can leave messages or contact the business even when live chat agents are offline to ensure that inquiries are captured and addressed at a later time.
Userlike allows agents to view the customer's screen in real-time, facilitating a better understanding of the customer's context and enabling more personalized assistance. Allow users to share files and documents through the chat interface, facilitating the exchange of information between businesses and customers.
Key Features:
- Businesses can customize the look and feel of the chat widget to align with the brand's visual identity using colour schemes, logos, and chat bubble styles
- Agents can gain insights into visitor behaviour on the website, including the pages they visit and the duration of their stay to understand customer interests
- It provides agents with a library of predefined responses for common queries, saving time and ensuring consistency in communication
- Agents can implement post-chat surveys or feedback forms to gather insights on customer satisfaction and identify areas for improvement
To know more about Userlike Live Chat Software features and product options, click here to continue.
Conclusion
Live Chat Software allows businesses to initiate chat conversations with users based on specific triggers or user behaviour on the website. It supports the use of emoticons and allows the sharing of rich media, such as images, videos, and links within the chat. In addition, users can integrate with Customer Relationship Management (CRM) systems to store and manage customer information and interactions.
Featured Image Courtesy – Photo by Christian Wiediger on Unsplash
