Which is the best online chat?
Do you want to answer customer’s queries faster than your competitor? Jivochat software is the best free online chat software to engage with customers quickly before they look elsewhere. Offering customers the choice to reach your team faster gives the best overall customer experience. It’s time to empower your team with this tool to deliver faster responses and resolutions.
This guide uncovers the top online chat software for every business of different sizes.
Last updated: 26 July 2021
Five best online chat software to consider
- JivoChat Software – Best online chat software with 5 agents for free.
- LiveChat – Most versatile online chat software for any size business.
- LiveAgent – Best omnichannel communication for any customer service.
- Smartsupp – Ideal for small businesses to boost sales.
- ChatBot – An automated messaging system to reduce support cost.
Online chat software is the new must-have communication channel for any online business. This software simulates live interactions between you and customers. You can now reply to any questions instantly and provide a faster solution to your customers.
Well, customers are no longer waiting on emails to get their queries answered or resolved. Instead, they want the option to contact support at any time to get their queries answered. You cannot afford to have these existing and prospective clients waiting in this competitive market.
Why do you need online chat software?
The way of shopping has evolved drastically. Shopping online is the new norm for the convenience of most consumers. It’s cheaper and fast. Consumers don’t have to spend time in traffic. Besides, shopping online allows them to multitask on other things and reduce fuel costs.
Decades ago, your online business could compete with quality products only. But today, it’s no longer about having the best product or services at a low price to compete. It’s about how fast you reply and deliver. Businesses that don’t keep up with rapid communication won’t survive for long.
Though online shopping could be the most convenient, however, it doesn’t offer the same experience as in an actual shop. Face-to-face interaction will always be the fastest way of communication.
In this digital world, online chat software simulates these face-to-face shopping experiences. Customers can feel a similar experience as they would in a physical shop. The sales team can reply instantly to any questions. So, customers don’t have to wait over the phone or email to make a purchase decision.
However, online chat software is not just an instant messaging platform. It is also an advanced technology with artificial intelligence to help you grow to become the future market leader. The best ones offer the ability to monitor visitor’s activity on your website. It makes it easy for the sales rep to make contact to pitch the right product.
JivoChat software – is the top-rated online chat software offering five agents for free. Perfect software for any start-up business looking for fast growth. It installs seamlessly on any website to quickly engage customers to boost sales and increase satisfaction.
This online chat software supports most major platforms like Windows, Mac, Android, iPhone, and browser. Your team can choose which platforms they feel the most comfortable to chat with customers.
Are you using these free messaging platforms like Facebook Messenger, WhatsApp, and Apple Business Chat? Is it very productive? Well, managing so many messaging systems can be overwhelming. Your team can easily overlook questions that could potentially lead to a massive order. That doesn’t sound very productive.
As a solution, JivoChat integrates seamlessly with these third-party tools. So you can manage all communication under one view. This way, your sales rep and support team can attend to all queries fast and efficiently.
Furthermore, it integrates well with Pipedrive, ZohoCRM, WordPress, Shopify, Wix, Opencart, Magento, and many more. It comes with a set of API codes for you to run those integrations smoothly. But, if you need help, you can always reach out to their 24/7 customer support.
As the primary focus is sales fueling, JivoChat does not miss any sales opportunity with its one-click call feature. Prospective customers can click on the call button to speak to one of your teams directly. So your team can move the order faster to decrease cart abandonment. It’s a bonus for your team to multi-task and increase productivity.
To get you in business, all you have to do is Signup with JivoChat to get the code for your site. You will then download the app onto any of your devices to start chatting with customers.
Let’s take a look at its administrative panel.
JivoChat Administrative Panel
JivoChat Administrative panel is simple and very intuitive to use. It’s a tool where you keep track of your team productivity and customer activity.
It shows the performance overview in real-time for each chat agent. You can then proactively take corrective actions to maintain high-class customer satisfaction.
Know about customer’s activity on your site
Knowing more about customer’s activity on your site helps your marketing team to strengthen the advertising strategy. That is likely going to increase visitors to your website. As a result, more sales opportunities.
Jivochat dashboard shows live customer activity and how customers got to your website. You get to know whether they come through a search query, ad link, link from another website, or social media.
The statistic and data are in real-time. So, you can quickly initiate a chat to pitch the right product to the customer.
JivoChat Features Highlight:
- Manage all conversation in one window includes emails
- Chat Widget supports up to 20 foreign languages
- Integrates seamlessly with most major third-party communication channels
- Support all major devices (Windows, Mac, iPhone, Android, Web)
- Call back options for customers that require phone discussion.
- Google Analytics and Reporting tool
- Chatbots integration
- Team Chats
- Apple Business Chat
- Chat Transfer
- Canned Responses
- Built-in CRM
- 14-day free trial
JivoChat Price Plan
JivoChat offers two price plans:
- Free version Plan: Up to 5 free agents (Unlimited Chats and websites)
- Professional version Plan: All features for $13 per month per agent (billed annually)
LiveChat software is the most versatile online chat software for any business of any size. It’s powering over 31,000 businesses worldwide like PayPal, Ryanair, Adobe, and Mercedes-Benz. LiveChat is handling over 50 million chats monthly. That’s why it’s the most popular & trusted live chat software in the industry today.
LiveChat is unlike other online chat software on this list with its extensive integration capability. It supports over 200 third-party software. LiveChat integrates seamlessly with almost any software to create the best user experiences.
Some of the major third-party tools to highlight are Facebook Messenger, Google Analytics, ChatBot, Helpdesk, Slack, Microsoft Dynamics, and hundreds more. Agents can manage everything under one portal.
What makes LiveChat stands out?
Along with its wide selection of free integrations, it also complements many more built-in features and benefits to make your business’s goals a reality. Its user-friendly dashboard lets you organize emails, chats, and SMS on one screen. You can even search for previous customer chat as a reference to solve questions faster.
As the dashboard facilitates your support team’s daily activity, it also includes a built-in ticketing system. The ticketing system is an automated system that automatically kicks in after normal business hours. It replaces the chat widget with a ticket form so that visitors can still reach out while your agents are offline. A ticketing system keeps support requests organized so that your team is more productive and proactive.
LiveChat ticketing system is a built-in feature that is sold under one package with no extra charge. Perfect for companies who need a ticketing system to manage high incoming customer requests.
LiveChat Features Quick Overview:
- Add Product cards to live chat sessions
- Goals and Sales tracker for return of investment (ROI)
- AI Chatbots lead generator
- All in one communication channel
- Automatic or manual Chat routing
- Automatic Ticket creation after business hours
- Fully customizable to match business brand
- Ban spam chats
- 200+ Integrations
- Secure File Sharing + Chat Transfer
- Chat ratings + Custom Languages
- Encryption for security
- Data Compliance
- Reports & Analytics
- 14-day free trial – No Credit Card
Furthermore, its list of features is never-ending. SnapCall is another feature that is worth highlighting. The agent can use SnapCall to call the customer anytime during his live chat session. However, unlike the one of Jivochat, this feature comes at an extra cost of $20 /month per agent. Quite expensive compare to Jivochat who is offering it for free.
LiveChat offers four package plans to accommodate businesses of all sizes.
- Starter Pack – $16 per agent per month (billed annually)
- Team Pack – $33 per agent per month (billed annually)
- Business Pack – $50 per agent per month (billed annually)
- Enterprise Pack – Custom package price is on request only
For software like LiveChat, it is installed on any website in less than 5 minutes. Ready to get closer with your prospective customer. Then try LiveChat free for 14 days – No credit card required.
LiveAgent is the best omnichannel communication for any organization offering customer service/helpdesk. It’s been in the industry for over 15 years. But, this software includes an online chat messaging platform along with its helpdesk solution.
What makes LiveAgent different from other live chat software?
Its chat widget and ticketing system make it different from other live chat software on this list. The chat widget is the fastest that pops up very quickly whenever a visitor enters the website. Its widget installs easily in just a few clicks on any website.
The ticketing system works differently from the built-in ticketing tool of LiveChat software. LiveChat offers ticket forms outside business hours. However, LiveAgent ticketing system continuously records all chats and stores them in a knowledge base for future reference. If ever a new customer raises a difficult request resolved in the past, you can always refer back to provide a quick solution.
For the integration, LiveAgent uses Zapier to integrate. Some of the third-party tools are Gmail, Mailchimp, Slack, ManyChat, HubSpot, Facebook, and more. As a surprise, LiveAgent integrates with LiveChat software.
LiveAgent Features Quick Overview
- Live chat: Real-time typing-view allows you to see what your customers are typing before they hit send.
- Call Center: A phone support ideal for those receiving large volumes of incoming calls.
- Automatic Callback: This empowers your customers to request a callback.
- Integration: Supports (Facebook, Twitter, Viber, WhatsApp, Gmail, and more)
- Automated Ticket distribution: Workload balance within your agents.
- Free forever Limited Chat button
- No Contract & No Credit Card – 14-day Free trial
This multi-channel platform includes Live chat and a Ticketing system for $29 /month per agent. All price plans come with a free 14-day trial without any credit card required.
It also offers a pay-as-you-go service with the option to upgrade with no commitment to a long-term contract or pay any setup fee. You can cancel the subscription at any time if it doesn’t fit your requirements.
LiveAgent offers four choices to pick from:
- Ticket: – $15 per agent per month (Unlimited Ticket history, email addresses, advanced reporting system, and more).
- Ticket+Chat: – $29 per agent per month (All ticketing features, plus unlimited chat buttons, Proactive Chat, and more).
- All-inclusive: – $39 per agent per month (Video Call, IVR, Call Center support, IP Phone, Unlimited call recordings, and more).
- Free: – $0 per agent per month with limited features (7 days ticket history, one chat button, one phone number, one email address, and more).
Visit LiveAgent for a 14-day free trial or a Free-forever limited chat button.
Smartsupp is a small but powerful online chat software compare to other live chat software on this list. It’s one of the most robust lead generators online servicing over 448,000 companies worldwide. The good thing about Smartsupp it offers three agents for free forever. Plus its paid service is ridiculously cheap.
Furthermore, this all-in-one customer chat platform is easy to set up. You can install the software on any website in just two simple steps. One, you can sign-up for one of its package plans. Then copy the code from your email and place it into the head tags of your website. That’s it, the application is ready for business.
Hang on! The software is not only for the web. You decide which platform suits you best. It supports multiple devices like desktop and mobile. You can download the application from google play. Then installs it as a mobile application to manage all communication. Otherwise, you can download the desktop version from your Smartsupp account.
The only downside with Smartsupp is its limited number of ready-to-use integrations. Nevertheless, you can benefit from its out-of-the-box integration. You can even extend any integration using its API solution. The API solution allows you to integrate with most third-party applications. Pretty cool!
Smartsupp Features Quick Overview
- 25% Conversion rate plus 39% increase in customer loyalty
- 3x Customer engagement
- User-Friendly all-in-one dashboard and Video Recordings
- Customizable Chat Bot
- Reporting System
- Applications: Mobile Application for iOS and Android, Windows App
- Integrations: Facebook Messenger, Google Analytics, File Sharing, WordPress
- Free Forever – 3 Agents + 3 Chatbots
Here’s its price plan for you to decide if it is in your budget.
Save up to 33% on all Yearly plan:
- Free plan – $0 for 3 Agents + 3 chatbots forever free with basic functionalities
- Standard Plan – $10 for 3 Agents /month + Unlimited chatbots and more
- Pro Plan – $19 per agent /month All features included
The live chat forever free plan allows customers to try it for free with 3 agents and 3 chatbots and they can upgrade as they grow.
The ChatBot is the future of live chat. It’s designed to automate an organization’s customer service. This software never sleeps, engaging with customers faster to keep businesses running 24/7. Big relief for the customer support team who doesn’t need to work over hours anymore.
ChatBot has tons of ready-made templates for various types of industries. That makes it easy to design any custom conversation scenarios to fit the company’s needs. Also includes the eCommerce bot template to help customers through their buying process.
This technology is fully powered by Artificial Intelligence which can potentially solve customer’s issues on its own. ChatBot connects to the knowledge base to find past chat and solutions to assist customers after business hours.
ChatBot might seem expensive but looking over a long-term plan, Chatbots are considered as very cost-effective software for any type of business that focuses on saving money. So don’t let the price scare you away.
ChatBot Features Quick Overview
- Power up Marketing: Engage prospects and customers across the Omnichannel.
- Supercharge your sales: Generate and qualify leads automatically. Higher conversation rate.
- Optimize support: Improve resolution times and reduce workload from the support team.
The ChatBot comes with 3 different price plans to choose from.
- Starter Pack – 1000 chats /month + 1 active ChatBot – $50 /month ($0.01 for additional chat)
- Team Pack – 5000 chats + 5 active ChatBots – $149 /month ($0.01 for additional chat)
- Business Pack – 25, 000 chats + Unlimited Active ChatBot – $499 /month ($0.01 for additional chat)
An enterprise package is also available on request for larger businesses.
It comes with 14 days free trial with no credit card required.
There are tons of Live Chat software on the market. However, each one comes with its own set of features and benefits where many of them are not 100% reliable.
The best live chat software offers crucial features designed to improve your customer experience, increase employee productivity, and convert leads to order.
There are five main factors that I look for while choosing the best Live chat software.
The number of agents is a crucial factor to consider. It is common sense that there is a difference between a company of 5 to 100 agents. That is why Live Chat Software comes with a limited number of support agents who will have access to the software. Therefore, picking the right package that includes the number of agents that suits your business is decisive.
Mainly, for companies anticipating future growth, the service must be scalable. The service must be easy to upgrade from the existing plan to accommodate future expansion.
Support channels are another aspect to look for in Live chat software. Using multiple channels like WhatsApp, Facebook Messenger, Skype, or Viber as a way of communication with your existing customers may not be very productive. Staff could be missing out on customer requests or large orders. In reality, there is a greater risk of escalation or customer dissatisfaction.
As a solution, live chat software integrates with all these channels to manage all messages from one platform efficiently. Live chat will help your team productivity by attending to customer queries much faster.
Automation reduces support cost, plus it allows the support team to focus on a critical task while the Chatbot is busy answering a known request. This automated system can begin the greetings and assist the customer while the agent is busy answering two concurrent chats.
Chatbot never sleeps, neither takes lunch breaks nor goes on vacation leave. It keeps your business running 24/7. A chatbot is an Artificial Intelligence (AI) providing a self-service solution that can potentially solve customer’s requests outside business hours.
A ticketing system is a common tool for any customer support. This tool is designed to manage and track issues in an organized way. It allows customers to reach the support team offline in case the issue requires deeper investigation.
Not all Live Chat Software includes this tool in their package plan. Some offer it as a free add-on where others require an additional or do not have it at all. If a ticketing sytem is a primary feature for your company, make sure that live chat software includes a ticketing system in the package.
A reporting tool is one of the basic features of live chat software. This tool provides valuable information for management to keep track of the performance of the support team and the overall health of the company. Management can stay in full control of everything. It helps for budget planning and vision potential company growth.
In case the support team is experiencing a large volume of chats, management can proactively look for more resources to avoid possible support delays.
Overall, all Live Chat from the list is reliable and trustworthy. Designed to reach any business needs. They have all the necessary features in place to take care of all business sizes.
- LiveChat – Industry leader, Most Versatile Live Chat Software
- JivoChat – Top-rated cross-platform live chat software
- LiveAgent – Best Omnichannel platform with a Help desk software.
- Smartsupp – Best in converting visitors to return customers.
- ChatBot – Most Cost-Effective Customer Service Software in 2021
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