Enterprise Communications

The Top 10 Live Chat Software

Explore the top Live Chat Software solutions offering real-time customer support, chat routing, and analytics features to enhance customer engagement and satisfaction.

The Top 10 Live Chat Software Solutions include:
  • 1. Drift
  • 2. Freshchat
  • 3. Genesys Cloud CX
  • 4. HubSpot Smart CRM
  • 5. Intercom
  • 6. LiveAgent
  • 7. LiveChat
  • 8. Tidio
  • 9. Zendesk
  • 10. Zoho SalesIQ

Live chat software allows businesses to interact in real-time with their website visitors or customers over the internet. With a simple click, web visitors can initiate chat conversations with customer service representatives or sales personnel. This helps businesses to proactively help their customers, resolve queries, and increase sales with personalized customer engagement.

The market for live chat software solutions has become vast and diversified with many vendors offering sophisticated tools and unique features. These range from AI-based capabilities like automated chat bots, to advanced analytics, customization options, third-party integrations, and collaborative features.

In this guide, we will delve into the top 10 live chat software solutions to assess key features, integrations, user interface, ease of implementation, and user reviews. Whether you are a small business looking to add a personalized touch to your website, or a large corporation aiming to streamline your customer support functions, this guide can help you find the ideal live chat software solution.

Drift Logo

Drift is a conversational AI and customer experience platform aimed at fostering more meaningful customer interactions via data-driven conversations. It is utilized by numerous businesses around the world to convert conversational data and customer behavior into more profitable outcomes and stronger relationships.

Drift provides a live chat function, enabling businesses to interact with visiting prospects in real-time and convert them on the spot. With Drift Meetings, potential customers can schedule a meeting at their convenience, ensuring they depart your website with a clear next step in mind. The platform also includes Drift inboxes, a feature that allows for creation of multiple inboxes to manage different types of dialogues or different sales teams. Additional features of Drift include Saved Replies for answering frequently asked questions and Conversational Ratings for gathering customer feedback. The platform also provides an Internal Notes feature for quick team communication within conversations, and a Live View that indicates who’s currently on your site. Also, the Conversational Analysis tool grants valuable insights for team coaching and playbook improvement.

Drift is a comprehensive platform that leverages AI and real-time conversation to enhance customer experiences and foster deeper customer relationships, thereby driving increased revenue for businesses. It’s feature-rich and offers several tools for managing and optimizing customer interactions.

Drift Logo
Freshworks Logo

The Freshworks software suite is an AI-enhanced platform designed to streamline business operations across several departments, including IT, customer support, sales, and marketing. Freshchat, one of the core products, facilitates better customer engagement with smarter, contextual conversations across varied channels.

Freshchat aims to ensure seamless customer experiences across multiple platforms such as live chat, messaging, email, and voice, which can be both agent-assisted and self-service. It also includes AI-driven bots that can provide swift and efficient support on any channel, perfect for customers seeking quick self-service. It also equips agents with a unified workspace that displays crucial customer details for a personalized support service and, in addition to these core functionalities, Freshchat actively identifies potential issues and engages customers proactively to prevent them. It provides important insights into customer behavior and team productivity, helping in making informed decisions to scale the business. As part of its all-in-one package, Freshchat facilitates teamwork and easy resolution of complex issues, thus adding to productivity.

Freshworks’ Freshchat is a holistic platform that effectively combines AI and human intervention to deliver superior customer service, while also offering extensive insights for strategic decision-making and scaling operations.

Freshworks Logo
Genesys Logo

Genesys Cloud Services provides customer experience (CX) and call center technology solutions that cater to a wide range of businesses. Their product is designed to manage customer experiences across multiple channels and features both cloud-based and hybrid cloud software.

A notable feature of Genesys is their Web Messaging service that offers 24/7 asynchronous conversation. This allows customers to interact at their leisure, without repeating themselves, thereby improving customer experience. The software also includes AI-powered bots, enabling efficiency through automated tasks and easy-to-configure conversation flows. Proactive messaging powered by contextual business rules helps personalize the conversation based on web activity and agent availability. Other distinguished features include a rich messaging interface designed to fast-track resolution and an omnichannel agent interface for engagement across various platforms. Genesys also provides authenticated web messaging for customer verification and a co-browsing feature for real-time high-touch assistance. Setting up and customizing Genesys is made easy with its no-code/low-code implementation, emphasizing user-friendly nature.

Genesys Cloud Services offers a comprehensive CX management solution. Its intelligent messaging, AI capabilities, customization options, and seamless agent-customer interactions work together to ensure smooth operations and elevated customer experiences.

Genesys Logo
Hubspot

HubSpot is a renowned Customer Relationship Management (CRM) solution designed to facilitate business growth. It includes marketing, sales, service, and website management tools that cater for growing business needs.

The platform allows real-time engagement with website visitors, converting them into new leads and aiding in closing deals. It can direct customers and leads to appropriate team members, utilize chat automation for rapid responses to common queries, and offers on-the-go real-time customer support. HubSpot offers a live chat feature, enabling businesses to connect instantly with website visitors. A chatbot builder, fully integrated with the live chat tool, is available for automating processes such as qualifying leads or booking meetings. A standout feature of the platform is its Conversations Inbox, which stores all chat interactions in a CRM, providing comprehensive context for any customer or potential lead interaction.

HubSpot is a multifunctional tool that automates lead engagement, while also providing robust real-time customer support. It includes features like a live chat tool, chatbot builder and a Conversations Inbox to help businesses grow effectively. With HubSpot’s free Slack integration, businesses can also engage customers even while away from the office, making it the ideal CRM solution for the digital age.

Hubspot
Intercom Logo

Intercom is a customer-focused communication platform, designed to streamline interactions between businesses and their clientele. Their Business Messenger provides a personal touch even with a high volume of interactions, whether your team is in real-time or working at their convenience.

Intercom’s User Interface lets customers seek help right where they need it. A unique feature they offer is the ability to save all chat histories, permitting customers to return to a chat at any point, on any device. Intercom also incorporates bots and apps alongside in-app messages to broaden customer reach, and further optimize operations by neatly consolidating all conversations from different channels in a single hub, called the “Inbox.” Their customer data platform supports immediate personalized support by providing all the necessary customer context. Meanwhile, proactive messaging targets known issues before customers make contact, and the self-serve apps and bots offer customers the chance to find solutions independently.

Intercom provides a versatile communications platform that not only manages substantial customer interactions, but also maintains high customer satisfaction. By finding the perfect convergence between real-time support and the possibility of dealing with inquiries at a later time, Intercom fosters a customer-centric approach that is scalable to any business size.

Intercom Logo
LiveAgent Logo

LiveAgent is a customer support platform that provides real-time assistance via a live chat solution. This software enables swift and effective customer interaction, supporting businesses to convert website visitors into customers and resolve queries promptly. LiveAgent offers a fast live chat widget with advanced features to streamline customer interactions and improve their browsing experience.

Among its key features, LiveAgent provides smart chat routing, proactive chat invitations, and visitor tracking capabilities. The chat widget is multilingual and highly responsive, accommodating different business demands and customer needs across multiple languages. LiveAgent also presents the option of unlimited chat and ticket history access, advanced chat analytics, and various customization options to align with your brand’s identity. LiveAgent enhances productivity by providing detailed overviews of website activity, including visitor behavior and ongoing interactions. It enables businesses to monitor customer journey and engage with potential clients directly. Advanced features like real-time typing view allow customer support agents to prepare responses swiftly, increasing response time.

LiveAgent is a robust live chat platform that bolsters real-time customer engagement. Its multitude of features provide an enriching user experience and offer valuable insights to boost customer retention and engagement, making it a viable solution for businesses seeking to enhance their customer service department.

LiveAgent Logo
LiveChat Logo

LiveChat is a comprehensive customer service platform designed to enhance customer experience and boost sales. It offers seamless customer interaction through a one-click chat preview on your website, encouraging lead capture and creating a seamless purchasing experience.

This platform comes packed with product cards for showcasing your products while conversing with customers. It incorporates customizable forms and AI chatbot automation for effective online lead qualification. It also automatically tracks sales and business goals, providing insights into how chat interactions enhance your revenue and return on investment. LiveChat harmoniously integrates AI automation with human touchpoints for optimal efficiency. Its AI-driven chatbots engage with leads across various channels, facilitating nurturing, qualification, and conversion. The AI also assists in greeting customers, routing chats, and segmenting site visitors based on their actions, ultimately fostering tailored customer service experiences.

LiveChat also offers easy integration with over 200 tools, enabling connections with your preferred apps. You can chat with customers, send their details to your CRM, manage orders, and process payments all through this single platform. In summary, LiveChat provides a holistic approach to customer service and sales, thereby enhancing productivity and driving business performance.

LiveChat Logo
Tidio Logo

Tidio is an advanced customer service software platform that is popular among more than 300,000 global businesses. The platform integrates live chat, chatbots, ticketing, and AI-powered virtual agents to provide prompt and effective customer support. Its compatibility with all major content management systems, e-commerce platforms, and social media channels ensures a seamless customer service experience.

Tidio focuses on channel consolidation and swift customer response. Its integrated dashboard allows you to manage emails, live chats and DMs from Facebook Messenger, WhatsApp, and Instagram in one place. With features like canned responses and live typing view, you can answer common questions swiftly and get a head start on replies for improved customer satisfaction. Additional utilities include live visitor tracking and a comprehensive customer database. Users can monitor website activity to tailor communications and manage customer data all in one place. The platform also supports multilingual communication and offline messaging, ensuring that no customer interaction is left unattended.

Tidio blends simplicity with advanced features to expedite customer service responses and generate higher conversion rates. Its channel management and quick response capabilities make it a reliable all-in-one customer service solution.

Tidio Logo
Zendesk Logo

Zendesk is a robust and comprehensive software-as-a-service suite, primarily focusing on enhancing customer engagement across various platforms. It covers customer support, sales, and other customer communication processes, leading to an integrated and collaborative approach for businesses.

Zendesk provides feature-rich conversational experiences for customers. With the help of bots that are intended to respond to common questions, organizations can provide 24/7 support to their customer base without delay. The software ensures that clients can access support through multiple channels including mobile apps, websites, various social platforms, and business productivity tools such as Slack. Zendesk offers centralized workspace that manages customer interactions and data, providing the necessary context and tools for agents to deliver a more personalized service. The software solution also leverages third-party integrations, like live location maps and customized bots, which enable customers to self-serve within the conversation. Their proactive messaging feature that sends out notifications on platforms like WhatsApp and SMS, which helps drive customer engagement.

Zendesk brings a dynamic customer support approach to businesses. It ensures customers’ queries are addressed promptly, regardless of the platform they interact on, while also optimizing agent efficiency and promoting proactive customer engagement.

Zendesk Logo
Zoho Logo

Zoho SalesIQ is a sophisticated live chat tool specifically designed to enhance customer service and support teams’ function. It provides users with around-the-clock personalized assistance, combined with the seamless integration of its smart chatbots. Suited for businesses which operate on a 24/7 basis, these chatbots can adapt, learn, and provide tailored responses for customer inquiries.

Zoho SalesIQ’s features extend to keeping customer service agents free to handle more complex queries by resolving routine customer questions through pre-set responses. Its typing preview feature also offers unique customer insights by providing summary of customer queries as they’re being written. This tool facilitates customer self-service via in-chat articles and real-time customer service chat translation, present in 28 languages, while the real-time chat translation function is instrumental in catering to a global customer base by interacting in their local language.

Zoho SalesIQ is an invaluable tool for improving customer service, fostering better engagement and communication. Through intelligent chatbots, pre-set responses, and real-time translations, the platform allows businesses to provide comprehensive customer support efficiently, while freeing up resources for more intricate problem-solving tasks.

Zoho Logo
The Top 10 Live Chat Software