The best live chat software depends on your business size. Zendesk and Intercom suit large businesses, while Tidio and Olark are ideal for small businesses.
In this article, we’ll explore the best live chat software for 2024, highlighting their features, pricing, and ideal use cases.
Zendesk Chat: A Robust Customer Support Platform
Zendesk Chat, previously known as Zopim, is a well-known customer service solution, offering an array of features aimed at improving communication and support efficiency. It integrates seamlessly with the full Zendesk suite, which is widely used by businesses for managing customer support.
Key Features:
- Live Chat Widget: Easily integrates into websites to offer instant support to visitors.
- Automated Triggers: Automatically sends chat invitations based on visitor behavior or engagement.
- Pre-Chat Forms: Collects information from customers before starting a conversation, making it easier for agents to respond.
- Analytics and Reporting: Provides insights into chat performance, agent response time, and customer satisfaction.
- Omnichannel Support: Zendesk integrates chat with email, social media, and other support channels, making it an all-in-one customer service solution.
Best For:
- Businesses using other Zendesk products, as it seamlessly integrates with the platform.
- Teams looking for detailed analytics to improve support quality.
Pricing:
- Team Plan: $19/month per agent.
- Professional Plan: $39/month per agent.
- Enterprise Plan: Custom pricing based on business needs.
Intercom: A Modern, Feature-Rich Solution
Intercom is a powerful live chat platform that goes beyond just chatting. It offers a range of customer communication tools designed to help businesses engage customers across various touchpoints. It’s ideal for companies looking to scale customer support without compromising on personalization.
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Key Features:
- Live Chat: Offers real-time support with a simple, user-friendly interface.
- Bots and Automation: Includes customizable bots that can handle initial customer queries or direct chats to the right agent.
- Multichannel Messaging: Enables communication through email, social media, and mobile apps in addition to chat.
- Help Center Integration: Integrates with knowledge bases, making it easy for customers to find answers without needing to contact an agent.
- Customer Segmentation: Allows businesses to tailor messages based on customer behavior or data.
Best For:
- Growing businesses that need a scalable, multi-functional solution.
- Teams looking for an advanced solution with automation and AI-powered features.
Pricing:
- Starter Plan: $39/month (for up to 1 user).
- Growth Plan: $99/month (for up to 3 users).
- Premium Plan: Custom pricing based on your business needs.
LiveChat: User-Friendly with Advanced Features
LiveChat is one of the most popular live chat software tools, offering businesses an intuitive, easy-to-use platform. It helps businesses engage customers quickly, improving satisfaction and boosting conversion rates. LiveChat excels at providing detailed reports and integrating with various CRM and marketing platforms.
Key Features:
- Real-Time Chat: Respond to visitors instantly with an easy-to-navigate chat interface.
- Ticketing System: Converts chats into tickets if further follow-up is needed, helping manage customer inquiries.
- Chat Routing: Assign chats to specific agents based on their expertise or availability.
- Integrations: Works with over 170 apps, including CRM tools, email marketing software, and analytics platforms.
- Pre-Chat Surveys: Gathers customer information before the chat begins to streamline the process.
Best For:
- Small to medium-sized businesses needing an easy-to-use platform with advanced features.
- Teams looking to improve productivity with ticketing and integrations.
Pricing:
- Starter Plan: $16/month per agent.
- Team Plan: $33/month per agent.
- Business Plan: $50/month per agent.
Tidio: Affordable and Feature-Rich for Small Businesses
Tidio is a user-friendly live chat tool that offers a range of features to help businesses engage with customers in real-time. It is especially popular among small businesses due to its simplicity and affordable pricing structure, while still offering a lot of powerful functionalities.
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Key Features:
- Live Chat: Instant communication with visitors, which increases engagement and conversions.
- Chatbots: Automates responses to frequently asked questions and can route customers to agents when necessary.
- Multichannel Messaging: Supports live chat, email, and Facebook Messenger, allowing businesses to respond to customers on their preferred platforms.
- Customizable Widgets: Personalize the look and feel of the live chat widget to match your website.
- Mobile App: Stay connected and respond to customer inquiries from anywhere with Tidio’s mobile app.
Best For:
- Small businesses and startups looking for an affordable solution with key features.
- Teams needing a basic, all-in-one live chat tool.
Pricing:
- Free Plan: Available with basic features.
- Tidio Chat Plan: $19/month per agent.
- Tidio Chat & Bot Plan: $39/month per agent.
Freshchat: A Scalable Live Chat Solution for Teams
Freshchat, part of the Freshworks suite, is an intuitive live chat solution with a focus on automation and team collaboration. It’s a great choice for businesses looking to scale their customer support while maintaining high levels of personalization.
Key Features:
- Live Chat: Engage with customers in real-time using a customizable, easy-to-navigate interface.
- Bots and Automation: Use AI-powered bots to automate responses, route chats, and provide instant support.
- Multichannel Support: Integrates with email, social media platforms, and messaging apps to support customers across channels.
- Team Collaboration: Allows multiple agents to work together, making it easier to handle multiple chats simultaneously.
- In-App Messaging: Engage with users directly within your app or website for enhanced customer support.
Best For:
- Medium to large businesses that need scalability and automation.
- Teams looking for a multi-channel communication solution that includes chatbots and AI.
Pricing:
- Sprout Plan: Free for basic features.
- Garden Plan: $15/month per agent.
- Estate Plan: $39/month per agent.
- Forest Plan: $69/month per agent.
Drift: Best for Sales-Focused Live Chat
Drift is a live chat software tool designed primarily for sales teams and marketers, allowing businesses to engage with leads in real-time. Drift is highly focused on lead generation, automation, and creating personalized customer experiences.
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Key Features:
- Real-Time Conversations: Allows sales teams to have real-time conversations with visitors and prospects.
- Automated Lead Qualification: Drift automatically qualifies leads through pre-chat questions, making it easier for sales reps to focus on high-quality leads.
- Meeting Scheduling: Includes a feature that allows users to schedule meetings directly through the chat interface, reducing friction in the sales process.
- CRM Integration: Integrates with Salesforce, HubSpot, and other CRM systems for a seamless sales workflow.
- Customizable Bots: Create custom bots to automate conversations and lead qualification.
Best For:
- Sales-driven businesses looking to use live chat for lead generation and conversions.
- Teams that need an advanced solution with automation and CRM integration.
Pricing:
- Free Plan: Available with limited features.
- Premium Plan: Starts at $400/month (custom pricing for larger teams).
Olark: Simple Yet Powerful Live Chat Software
Olark is a simple and straightforward live chat software solution designed for small to mid-sized businesses. It offers core features that help businesses engage with customers while maintaining an easy-to-use interface.
Key Features:
- Real-Time Chat: Respond to customers instantly with a clean and simple interface.
- Chat Transcripts: Automatically saves chat transcripts for future reference and quality control.
- Customizable Chat Box: Personalize the look and behavior of the live chat box on your website.
- Integrations: Works with tools like Salesforce, HubSpot, and Google Analytics for enhanced functionality.
- Reporting and Analytics: Gain insights into your team’s performance and customer satisfaction through detailed reports.
Best For:
- Small businesses that need a straightforward live chat solution with basic reporting and integrations.
- Teams looking for an easy-to-implement and cost-effective live chat tool.
Pricing:
- Standard Plan: $19/month per agent.
- Pro Plan: $49/month per agent.
- Enterprise Plan: Custom pricing for larger teams.
FAQ’s
1. What is the best live chat software for small businesses?
Tidio and Olark are excellent options for small businesses, offering simple and affordable solutions with essential features like real-time chat and basic integrations.
2. Can live chat software improve sales?
Yes, live chat software like Drift and Intercom can significantly improve sales by providing real-time engagement with leads and automating the qualification process.
3. Is Zendesk Chat suitable for large businesses?
Yes, Zendesk Chat is a robust solution that integrates well with other Zendesk tools and is ideal for large enterprises with complex support needs.
4. Can live chat software be integrated with social media?
Many live chat solutions like Freshchat, Tidio, and Intercom offer integration with social media platforms, enabling businesses to engage customers across multiple channels.
5. Is live chat software expensive?
Pricing for live chat software varies widely, with options like Tidio offering free plans and others like Intercom or Drift offering advanced features at higher price points.
Conclusion
Choosing the right live chat software depends on your business needs, budget, and scale. Zendesk Chat and Intercom are ideal for larger businesses with complex needs, while Tidio and Olark provide affordable, straightforward solutions for small businesses. Whatever your requirements, there’s a live chat tool out there to enhance customer support, boost sales, and improve customer satisfaction.
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