A good live chat software makes it simple to enhance customer experience, and manage support requests at speed. As consumers continue to search for more convenient ways to connect with companies, a website chat function is becoming a must-have for many brands.
We reviewed some of the most popular live chat software options on the market today, to bring you a list of impressive, affordable, and feature-rich tools.
10 Top Live Chat Software in 2022
|Chat Software||Best Features||Learn More|
|1. LiveChat||LiveChat is convenient and easy-to-use live chat software. It has all the features you need at an affordable price packed with great support. It’s the tool we use on this website.||Read ReviewVisit Site|
|2. LiveAgent||Branded as one of the fastest live chat tools around, LiveAgent transforms your company into an around-the-clock support center, complete with AI automation.||Read ReviewVisit Site|
|3. JivoChat||Affordable and easy to use, this tool ensures you can connect with customers wherever they are, thanks to integrations to Instagram, Facebook, WhatsApp, and more.||Read ReviewVisit Site|
|4. PureChat||One of PureChat’s biggest advantages is its simplicity. You can easily build and customize your own chat tool, adding your own colors to help your widget match your website.||Read ReviewVisit Site|
|5. Olark||Olark helps teams to solve problems faster with intelligent transcription search, translation features, and a range of automation tools.||Read ReviewVisit Site|
|6. Tidio||Tidio is one of the best live chat software options for combining live chat with chatbot functionality. It is easy to set up and use, with customizable widgets to help you slash your response times.||Read ReviewVisit Site|
|7. ZenDesk||If you’re looking for an all-in-one system for customer service, Zendesk’s wide range of ticketing, support, and chat tools will offer excellent results.||Read ReviewVisit Site|
|8. FreshWorks||FreshWorks offers intelligent insights into your target audience and helps companies to provide a comprehensive digital experience strategy.||Read ReviewVisit Site|
|9. SmartSupp||SmartSupp is an excellent tool for companies running online stores. With the ability to track and understand customer journeys, you’re more likely to boost conversions.||Read ReviewVisit Site|
|10. Chaport||Chaport is an all-in-one chat software solution that allows businesses to connect communication channels and automate support.||Read ReviewVisit Site|
How to Choose the Best Live Chat Software?
After doing a comprehensive review of the most popular live chat options, we concluded that all vendors offer similar features and packages. They all offer basic live chat functionality in their starter packages and they all offer integration options and additional features in their upgrade packages.
We couldn’t find a vendor offering a unique feature that other live chat providers don’t have. So, basically, when choosing a live chat option for your website, you should examine three factors: cost, integration options, and additional features.
Cost: Live chat software is offered as a service with a monthly subscription. As you can see in the table below, the monthly cost varies from $15 per month to $49.
In the majority of cases, the cost changes by the number of agents you want to have, additional features, analytics history, and integration options.
Don’t blindly go with the cheapest option but examine the pricing pages of each vendor to find the software that offers the features you will actually use. Take advantage of their trial period to test the software on your website, before committing to a paid plan.
Integration options: Most live chat services offer a range of integration options allowing you to have all your messages in one dashboard. If you want to offer additional support options to your visitors through what’s app or Facebook messenger, make sure that your chosen provider offers this functionality.
Additional features: Chatbots allow you to automate some of your responses so that you don’t have to manually answer the same questions over and over again. If this is something that it’s important for your business, make sure that you choose a live chat software that offers chatbot support.
|Chat Software||Starting Price||Free Trial|
Live Chat Sofware Reviews
Versatile and easy to use, LiveChat is one of the most popular chat tools on the market today. With this service, you can create a branded chat box where customers can send messages and support requests on your website. LiveChat is an all-in-one customer service platform used by more than 35,000 businesses worldwide, including major names like Ikea and PayPal.
It’s the livechat software we use on our website. You can see it live on our Digital Marketing Course Bundle sales page.
Best Live Chat Features
With LiveChat, companies can more easily manage customer service requests and conversations in a unified text-based inbox. The software offers a comprehensive backend environment where customer support teams can track discussions, respond to a wide range of clients at once, and even integrate a number of different chat tools.
You can align messages from WhatsApp and Facebook Messenger in the same environment, and connect your software instantly with leading website builders like Shopify. There are integrations for more than 170 platforms. The software also comes with AI automation tools, so you can immediately route inquiries to the right team.
With customization options like unique fonts and color options for your chat widget, you can build a fully branded experience for customers. The solution even allows you to see what customers are typing before they send a message, and assign contextual tags to chat, to deliver a more personalized experience.
- Easy to use environment with a unified inbox
- Integrations to more than 100 platforms and tools
- Engagement features like surveys and ratings
- AI automation for routing and quick service
- Some limitations on chatbot functionality
- Certain reporting features are restricted to high-cost plans
Pricing options begin with the “Starter” package at $16 per agent per month, followed by “Team” at $33 per agent per month, and “Business” at $50 per agent per month. There’s also an Enterprise option with custom pricing available. All plans come with built-in ticketing, automated greetings, 24/7 customer support, and business security.
LiveChat is a convenient and easy-to-use tool for growing teams. It can even support targeted messages to engage customers in real-time.
LiveAgent is a comprehensive support platform with a comprehensive live chat widget. This widget is designed to work alongside your customer service strategy, for 24/7 client support. Branded as one of the fastest live chat tools around, LiveAgent transforms your company into an around-the-clock support center, complete with AI automation.
Best Live Chat Features
With LiveAgent, businesses can connect with customers on virtually all the channels they can think of, from a single unified inbox. There are more than 130 ticketing features to help you sort through conversations, and 200+ integrations with leading tools like WordPress and Mailchimp.
The chat widget is one of the best in the world, allowing brands to offer engaging real-time support with a built-in CRM, so you can access insights into customers at all times. There’s automatic chat routing, so you can send messages to the right reps every time. The automation features also allow you to answer questions instantly with canned responses.
With custom chat flows and recommendations, agents get more guidance to offer customers the help they need. What’s more, the widget includes video chat, so you can transform a text-based conversation at any time. The customizable ecosystem allows you to create custom rules, track users as they browse your website, and proactively initiate conversations.
- Easy to use dashboard for agents.
- Strong integrations with social media channels
- Comprehensive ticketing tools
- In-built CRM and AI insights
- Slightly higher pricing than some alternatives
There is a free plan from LiveAgent which comes with 1 chat button and 7-day ticket history.
Pricing for premium plans starts at $15 per agent per month for unlimited ticket history, advanced reporting, and more. You can also upgrade to “Ticket + Chat” for $29 per month with more feedback management and proactive chat invitations. Alternatively, the “All-Inclusive” package starts at $49 per agent per month with features like call routing and IVR.
LiveAgent is an excellent tool for companies hoping to make the most of automation. You can set up custom routing rules and chatbot responses in no time.
If you’re looking for the best live chat software for website support, JivoChat is a great option. Affordable and easy to use, this tool ensures you can connect with customers wherever they are, thanks to integrations to Instagram, Facebook, WhatsApp, and more. Agents receive calls, chats, and emails in one single inbox, for easy management.
Best Live Chat Features
One of the top-rated apps on the App Store, JivoChat supports companies in delivering unified, omnichannel service. Aside from connecting with customers through their favorite chat tools, you can also implement telephony features with callback requests.
JivoChat comes with a wide range of features to boost customer service, including a CRM integration with detailed visitor information, and sneak peeks into what customers are typing. There’s the option to collect insights from customers with service quality ratings. Plus, AI solutions allow agents to translate conversations in real-time.
Tools like the “Quick Phrase Helper” from JivoChat can even give your agents guidance on what to say in a complex service scenario. You can also organize your users into departments to help with routing conversations efficiently.
- Easy to use back-end environment
- Telephony features with call-back
- Intelligent tools like translation
- Real-time monitoring and analytics
- Fewer integrations than some alternatives
- Limited features on the free version
The free version of JivoChat gives you unlimited chat access with desktop, mobile, and browser agent apps. There’s also basic CRM functionality. The “Professional” package starts at $19 per month per agent, with unlimited chat storage and automatic triggers.
JivoChat is an excellent tool if you want to empower your teams to deliver impressive service. The solution comes with tons of tools to help agents, like live translation.
PureChat is one of the more straightforward options when it comes to live chat for websites. Unlike other vendors, this company focuses exclusively on chat functionality, with unlimited chats on every plan. There’s a customizable widget for branded conversations, and native apps for Android and iOS to enable conversations on the go.
Best Live Chat Features
One of PureChat’s biggest selling points is its simplicity. You can easily build and customize your own chat tool, adding your own colors to help your widget match your website. You’ll also be able to link your chat tool to more than 1000 apps, including Slack, HubSpot, Zoho, and many others. This ensures you can keep all conversations located in one inbox.
PureChat comes with unlimited chat histories and transcripts, to make your conversations more auditable. There’s also real-time analytics and visitor tracking built-in, so you can collect useful information about the customer journey and use it to deliver better service.
For security purposes, PureChat makes it simple for business leaders to set specific access controls for each user. There are also comprehensive account statistics and reports included with each plan, so you can examine the performance of everyone in your group.
- In-depth analytics and useful business insights
- Advanced widget customizations with extensive branding
- Automations for routing and canned responses
- Integrations with a huge range of tools
- Requires a higher-priced plan to remove PureChat branding
Pricing starts at $39 per month per user for the “Growth” plan, which includes support for a single website and 100 SMS notifications. While this package has a lot of features, it also includes the PureChat branding. The Pro package at $79 per month removes this branding and increases your feature options.
If you have a lot of different communication environments to keep track of, being able to access hundreds of integrations with PureChat will make customer service much easier.
With a portfolio of customer data tools and live chat software, Olark promises companies a way to learn more about their target audience. You can engage your customers proactively or respond to their questions, and agents have access to a simple backend for managing all discussions.
Best Live Chat Features
Olark focuses on strengthening brand/customer relationships with its diverse range of tools. It only takes a few minutes to create a custom chat widget and publish it on your website. You can then begin collecting data about your customers to improve their buyer journey.
Olark includes searchable transcript technology, so you can rapidly look for customer information and follow up on issues in no time. There are also plenty of integrations with leading tools like Salesforce, WordPress, and Google Analytics. Users can also store and organize customer data in Olark, for easy insights into individual users.
A range of built-in analytical tools also makes it easier to see the trends and patterns in your customer service strategy. Olark users can even access “Power-Ups” which include options like Visitor Co-browsing and Live chat translation or multi-language support.
- Excellent searchable transcript function
- Team management and reporting tools included
- Power-Ups for real-time engagement and enhanced support
- Lots of customization options
- Some power-ups can be expensive
There’s a free trial available for Olark so you can test out the features. After that, you can expect to pay $29 per month per agent to access all of the main features of Olark. However, you will need to pay extra for Power-Ups.
Olark helps teams to solve problems faster with intelligent transcription search, translation features, and a range of automation tools.
Trusted by hundreds of thousands of companies worldwide, Tidio is one of the best live chat software options for combining live chat with chatbot functionality. This live chat software is easy to set up and use, with customizable widgets to help you slash your response times.
Best Live Chat Features
Tidio offers companies a highly customizable chat widget they can adapt to suit their brand and website. You can dive into analytics provided by the company to learn more about the people browsing your website, and even proactively reach out to customers.
One of the best features of Tidio is the ability to augment your support team with a chatbot. There are more than 35 ready-made templates for bots to choose from, and you can customize everything using the drag-and-drop editor. The chatbot helps companies offer a more 24/7 approach to service, with instant FAQ-style responses.
- Chatbots and live chat software in one package
- Visual editor with lots of customizations
- Customer and browser insights
- Plenty of integrations and API access
- Can be a little complex to set up custom integrations
There’s a free version of Tidio available which up to 3 operators can use at any time. This includes access to 100 unique reachable visitors and unlimited chats. The “Chatbots” package also supports 3 operators for $49 per month and comes with unlimited active chatbots.
The “Communicator” package at $19 per month, per operator, allows you to access a range of free and bonus features for as many operators as you choose.
Tidio is ideal for enhancing your team’s customer service strategy with access to automated bots. The pre-built bot templates make it easy to upgrade CX.
One of the better-known companies in the customer service landscape, Zendesk offers brands a wide range of sales and support features. Zendesk’s chat function is available as part of its complete service package, which includes self-service functionality, agent collaboration tools, and intelligent routing for all conversations.
Best Live Chat Features
Zendesk makes it easy to connect with your customers across all the channels they love, with a unified agent workspace. There are more than 1,000 pre-built integrations with popular tools, so you can find your customers anywhere. Plus, intelligent routing rules help to connect the right agents to the right customers instantly.
Zendesk’s intuitive back-end provides a unified view of your customers, where you can track previous conversations, collect insights from your CRM, and even analyze trends. You’ll also be able to create chatbots to assist your agents in answering questions 24/7.
Users can customize their live chat and bot experience to suit their branding, with support for logo uploads and color changes. You’ll also be able to use the Zendesk API to make your live chat smarter. With intelligent analytics and reporting, you’ll turbo-charge customer service in no time.
- In-depth analytics and reporting
- Plenty of integrations with leading tools and services
- Collaboration features for agents
- Intelligent routing and automation
- Can have a slightly larger learning curve than some alternatives
There’s a free trial for Zendesk to get you started. After that, you’ll need to purchase the Zendesk Suite, starting at $49 per month, per agent, to access live chat functionality. This suite also comes with automation, chatbots, and industry-leading ticketing. Other packages include “Suite Growth” at $65 per month per agent, and “Suite Professional” at $79 per month per agent.
If you’re looking for an all-in-one system for customer service, Zendesk’s wide range of ticketing, support, and chat tools will offer excellent results.
Offering website chats alongside a range of other service and support tools, FreshWorks is a market leader in customer service. Otherwise known as “FreshChat”, the FreshWorks messaging service is popular among thousands of major companies, including Klarna. The service provides a fully conversational messaging app.
Best Live Chat Features
With FreshWorks, you can easily distribute customer conversations between human agents and chatbots, to minimize the strain on your team. There’s a beginner-friendly bot builder, ideal for those who want to access AI without a lot of coding knowledge. Bots can also collect information automatically, triaging customers before sending them to the right department.
FreshWorks will combine a host of different messenger and text-based conversations into a unified backend environment for your employees. This helps support teams to stay productive and informed. There are integrations for leading tools like iMessage, Facebook, and WhatsApp.
With real-time tracking and insights into customer movements throughout your website, you can also proactively reach out to clients when you think they might need support. You can also enhance your FreshWorks experience with access to a unified messaging API.
- Powerful backend environment for aligned conversations
- Live chat and chatbot functionality in one
- Tracking and analytics for customer insights
- Unified messaging API
- A slight learning curve to leverage all the features
FreshWorks offers a 21-day free trial to introduce you to the features of the service. There’s also a limited free plan for up to 100 agents, though this doesn’t include chatbot functionality. Paid plans start at $15 per month when billed annually, and increase depending on the number of advanced features and bot sessions you need.
FreshWorks offers intelligent insights into your target audience and helps companies to provide a comprehensive digital experience strategy.
Convenient and affordable, Smartsupp allows businesses to track and record user sessions on a website, as well as converse with customers. You can even integrate Google Analytics, to get a deeper understanding of your customer’s journey, and adapt your CX strategy to suit their needs.
Best Live Chat Features
Advertised as an “online shopping assistant”, SmartSupp combines numerous features to empower service teams and deliver better experiences to customers. The solution offers live chat, chatbots, and recording, to provide behind-the-scenes insight into browsing.
You can automatically connect with visitors when they spend a certain amount of time on your website, improving your chances of sales. There’s also access to a comprehensive unified inbox for your team members, so it’s easier to track conversations from a range of channels at once.
The biggest benefit of SmartSupp is its ability to provide insights into where you’re gaining and losing customers. You can access in-depth insights into customer buying behavior, and the app integrates perfectly with a wide selection of major platforms.
- Customer journey recording and insights
- Live chat and chatbot functionality
- Convenient customizations for your chat widget
- Excellent back-end environment
- Primarily intended for European companies
Smartsupp offers a free forever plan which includes live chat functionality for one agent, but there’s no chatbot access. Paid plans start at $19.50 per month for 3 agents, and prices increase based on the unique features you want to access. More advanced features come with team stats, routing, and REST API access.
SmartSupp is an excellent tool for companies running online stores. With the ability to track and understand customer journeys, you’re more likely to boost conversions.
Chaport is an all-in-one chat software solution that allows businesses to connect communication channels and automate support. Designed with a focus on simplicity, Chaport makes it easy to add chat functionality to your website in minutes, with a simple interface for agents to navigate.
Best Live Chat Features
Chaport promises to help businesses increase sales and deliver support faster, with a unified messaging inbox to align and empower teams. You can unify messages across multiple channels like Viber, Telegram, and Facebook, to reduce the time your agents spend jumping between apps.
Chaport also comes with a knowledge base creation tool, which allows you to create a wider range of self-service features for customers. You can also build your own FAQ chatbots to deliver instant responses to common questions.
Chaport has its own dedicated mobile apps, with synchronization across all web and mobile instances to keep every team member on the same page. What’s more, the service integrates with more than 4000 apps using Zapier or offers access to an API connectivity option.
A wide range of available features includes everything from saved replies (canned responses), to typing insights, group chats, automatic chat invitations, and detailed reports.
- Multilingual chat widget with customization options
- Detailed customer information and reports
- Automation and artificial intelligence included
- Create your own chatbots and knowledge base
- Integrations can be a little complex to implement
There’s a free version of Chaport available for up to 2 operators which supports unlimited chats and websites, with a 60-day history. The paid plans start at $19 per month with four operators included, with advanced customizations, saved replies, and other enhanced features. The “Unlimited” package for $75 per month supports unlimited operators.
One of the most affordable chat options available, Chaport is a convenient tool for growing brands with a limited budget.
We started evaluating a number of services to find a live chat platform to use on our website and that’s how this review was born. Having a live chat button on your website helps builds trust with your users and it’s an element that all eCommerce businesses should have.
We reviewed the pricing and features of all the providers and we also tested most of them using their trial options. We ended up with LiveChat since it is offering all the features we need at an affordable price.
Besides live chat, you can also find some great tools to use for your business in these reviews:
- Best Digital Marketing Tools: a list of all marketing tools you need for your digital marketing campaigns.
- Website Checker Tools – a list of tools to check the overall health of your website.