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Get started today.</h5><div class="LinkGroupstyle__LinkGroupRoot-sc-1rsp4bh-0 ialojv"><a href="/register/" data-interaction-type="button-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 bbMVeg" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Free trial</a><a href="/demo/?demoStep=personal#1" data-interaction-type="button-secondary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 endJfX" data-garden-id="buttons.anchor" data-garden-version="8.76.2">View demo</a></div></div><div class="StyledCol-sc-inuw62-0 cZPYkB Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"><div shape="square" class="Relationframestyle__RelationframeRoot-sc-myqvby-0 jvviVs"><span data-nmw-id="global.Image" class="sc-4d715a79-0 gAXghe"><span style="box-sizing:border-box;display:block;overflow:hidden;width:initial;height:initial;background:none;opacity:1;border:0;margin:0;padding:0;position:absolute;top:0;left:0;bottom:0;right:0"><img alt="" fetchpriority="high" src="https://d1eipm3vz40hy0.cloudfront.net/images/AMER/livechatsoftwarehero.png" decoding="async" data-nimg="fill" style="position:absolute;top:0;left:0;bottom:0;right:0;box-sizing:border-box;padding:0;border:none;margin:auto;display:block;width:0;height:0;min-width:100%;max-width:100%;min-height:100%;max-height:100%;object-fit:cover"/></span></span></div></div></div></div></div></section></div></div></div></div></section></div><section class="Basestyle__BaseRoot-sc-3zktjg-1 doXlEM"><div class="Containerstyle__ContainerRoot-sc-1d6dta4-0 cjZCoN"><div class="StyledGrid-sc-oxgg5i-0 izllXr Gridstyle__GridRoot-sc-1uhmtis-0 drMyZp" data-garden-id="grid.grid" data-garden-version="8.76.2"><div class="StyledRow-sc-xjsdg1-0 jcTdzb Gridstyle__Row-sc-1uhmtis-1 bEEqbX" data-garden-id="grid.row" data-garden-version="8.76.2"><div class="StyledCol-sc-inuw62-0 gwcFCI Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"><h2 class="Headingstyle__HeadingRoot-sc-150xww-0 VdMLR">The 6 best live chat software for customer service in 2024</h2><p class="Textstyle__TextRoot-sc-c9um69-0 fcFNFD">Last updated August 5, 2024</p><div class="sc-ecc9c292-0 iUiEoJ"><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">From ordering a takeaway to searching “What film were they in?”, technology has changed how quickly we expect to receive results and information. The same can be said for customers. Nowadays, consumers expect support experiences to be as quick as possible, but meeting that demand can be difficult without the right tools.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Enter live chat support. Live chat software allows a customer conversation to happen in real time on a business’s website, mobile app or messaging channels like Messenger, WhatsApp and Slack. Customers can quickly get help using the channels they like the most, leading to a positive <a href="/blog/why-companies-should-invest-in-the-customer-experience/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">customer experience (CX)</a>.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">As with any business decision, choosing live chat software may seem intimidating. To help you make the right choice for your business, we’ve gathered the 6 best live chat software for 2024.</p><ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 dnJUmF"><li> <a href="#Zendesk for a best-in-class CX software" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Zendesk for a best-in-class CX software</a> </li><li><a href="#LiveChat for e-commerce and B2B SaaS companies" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">LiveChat for e-commerce and B2B SaaS companies</a> </li><li><a href="#LiveAgent for a support software for teams" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">LiveAgent for a support software for teams</a> </li><li><a href="#Re:amaze for online businesses" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Re:amaze for online businesses</a> </li><li><a href="#Tawk.to for a free live chat solution" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Tawk.to for a free live chat solution</a> </li><li><a href="#Tidio for a standard support software" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Tidio for a standard support software</a> </li></ul> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Follow along to learn more about each of these live chat apps and what you should consider when making your choice.</p></div></div></div></div></div></section><section class="Basestyle__BaseRoot-sc-3zktjg-1 doXlEM"><div class="Containerstyle__ContainerRoot-sc-1d6dta4-0 cjZCoN"><div class="StyledGrid-sc-oxgg5i-0 izllXr Gridstyle__GridRoot-sc-1uhmtis-0 drMyZp" data-garden-id="grid.grid" data-garden-version="8.76.2"><div class="StyledRow-sc-xjsdg1-0 jcTdzb Gridstyle__Row-sc-1uhmtis-1 bEEqbX" data-garden-id="grid.row" data-garden-version="8.76.2"><div class="StyledCol-sc-inuw62-0 gwcFCI Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"><h2 class="Headingstyle__HeadingRoot-sc-150xww-0 VdMLR">How to choose the best live chat app</h2><div class="sc-ecc9c292-0 iUiEoJ"><div style="text-align:center"> <iframe width="560" height="315" src="https://www.youtube.com/embed/wTqEIKO3mRo?si=AMumvm4vdTnxOB3F" title="YouTube video player" frameBorder="0" allow="accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture; web-share" allowfullscreen=""></iframe> </div> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">When it comes to providing live chat support, there are plenty of live chat apps to choose from. The best live chat website software for your company depends on your business model, desired features, <a href="/blog/grow-customer-base/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">customer base</a> and more. But there are common factors to consider when selecting the best live chat services:</p><ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 dnJUmF"><li> <strong>Integration support:</strong> to get the most out of your live chat software, it must integrate with the rest of your business ecosystem. Zendesk, for instance, supports more than <a href="/marketplace/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">1,500 plug-and-play integrations</a>, from marketing automation systems to e-commerce systems like <a href="/shopify/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Shopify</a>. These integrations empower your support team with a unified view of the customer, complete with data, interaction history and context across channels to personalise conversations. </li><li><strong>Ease of use:</strong> let’s face it. Nobody wants to spend their time configuring complex software or stumbling through a clunky interface. Choose a solution like Zendesk that’s easy to use and set up and intuitively designed with support agents in mind. This allows your team to spend more time helping customers and less time learning complex software. </li><li><strong>Scalability:</strong> the ideal live chat software can scale with your business. That way, you don’t have to worry about upgrading your plan or switching to a new solution as your support team and customer base grows. Zendesk, for example, is open and flexible to meet the use cases of growing businesses and evolving customer needs. This provides your business with a long-term solution built to grow alongside you. </li><li><strong><a href="/blog/agility-total-cost-customer-experience/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Total cost of ownership</a>:</strong> when software takes months to implement or requires developer resources, it can add extra expenses and time. Live chat software like Zendesk is fast to set up and works right out of the box with no hidden costs. This enables your team to continue providing stellar service without missing a beat, saving you time and money. </li><li><strong>AI:</strong> the best live chat software includes AI features to help your business streamline processes and do more with less. With our cutting-edge AI technology, Zendesk can intelligently anticipate customer needs, promote self-service support and provide instant answers using natural human language.  </li></ul> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">By keeping these 5 factors in mind, your business can land on a live chat solution that holistically benefits your organisation for years to come. Next, let’s look at some of the best live chat software to choose from in 2024.</p></div></div></div></div></div></section><section class="Basestyle__BaseRoot-sc-3zktjg-1 doXlEM"><div class="Containerstyle__ContainerRoot-sc-1d6dta4-0 cjZCoN"><div class="StyledGrid-sc-oxgg5i-0 izllXr Gridstyle__GridRoot-sc-1uhmtis-0 drMyZp" data-garden-id="grid.grid" data-garden-version="8.76.2"><div class="StyledRow-sc-xjsdg1-0 jcTdzb Gridstyle__Row-sc-1uhmtis-1 bEEqbX" data-garden-id="grid.row" data-garden-version="8.76.2"><div class="StyledCol-sc-inuw62-0 gwcFCI Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"><h2 class="Headingstyle__HeadingRoot-sc-150xww-0 VdMLR">Best live chat software comparison chart</h2><div class="sc-ecc9c292-0 iUiEoJ"><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Find the best live chat system for your business. Our comparison chart breaks down the top options by starting price, free trial length and key features.</p><table class="sc-2a70aa94-0 bmdwwe"><tr><th>Software</th><th>Starting price</th><th>Free trial</th><th>Key features</th></tr><tr><td>Zendesk</td><td>$55 per agent/month (billed annually)</td><td>14 days</td><td><ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 dnJUmF"><li> AI and automation </li><li>Unified omnichannel solution </li><li>Real-time reporting </li><li>Industry-leading Agent Workspace </li><li>Automated ticket assignment </li><li>Self-service </li><li>Multilingual support </li><li>Pre-written responses </li></ul></td></tr><tr><td>LiveChat</td><td>$20 per agent/month (billed annually)</td><td>14 days</td><td><ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 dnJUmF"><li> AI and automation </li><li>Unified omnichannel solution </li><li>Real-time reporting </li><li>Automatic chat assignment </li><li>Self-service </li><li>Multilingual support </li><li>Pre-written responses </li></ul></td></tr><tr><td>LiveAgent</td><td>$0 per month (basic features)</td><td>14 days or 30 days</td><td><ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 dnJUmF"><li> AI and automation (OpenAI required) </li><li>Unified omnichannel solution </li><li>Real-time reporting </li><li>Automated ticket assignment </li><li>Self-service </li><li>Multilingual support </li><li>Pre-written responses </li></ul></td></tr><tr><td>Re:amaze</td><td>$26.10 per team member/month (billed annually)</td><td>14 days</td><td><ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 dnJUmF"><li> Unified omnichannel solution </li><li>Real-time reporting </li><li>Automated ticket assignment </li><li>Self-service </li><li>Multilingual support </li><li>Pre-written responses </li></ul></td></tr><tr><td>tawk.to</td><td>Free (paid add-ons available)</td><td>Not applicable</td><td><ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 dnJUmF"><li> AI and automation (paid add-on) </li><li>Real-time reporting </li><li>Self-service </li><li>Multilingual support </li><li>Pre-written responses </li></ul></td></tr><tr><td>Tidio</td><td>$0 per month (basic features)</td><td>7 days</td><td><ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 dnJUmF"><li> AI and automation (paid add-on) </li><li>Real-time reporting </li><li>Automated ticket assignment </li><li>Self-service (paid add-on) </li><li>Multilingual support </li><li>Pre-written responses </li></ul></td></tr></table></div></div></div></div></div></section><section class="Basestyle__BaseRoot-sc-3zktjg-1 doXlEM"><div class="Containerstyle__ContainerRoot-sc-1d6dta4-0 cjZCoN"><div class="StyledGrid-sc-oxgg5i-0 izllXr Gridstyle__GridRoot-sc-1uhmtis-0 drMyZp" data-garden-id="grid.grid" data-garden-version="8.76.2"><div class="StyledRow-sc-xjsdg1-0 jcTdzb Gridstyle__Row-sc-1uhmtis-1 bEEqbX" data-garden-id="grid.row" data-garden-version="8.76.2"><div class="StyledCol-sc-inuw62-0 gwcFCI Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"><h2 class="Headingstyle__HeadingRoot-sc-150xww-0 VdMLR">The 6 best live chat software</h2><div class="sc-ecc9c292-0 iUiEoJ"><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Learn more about some common live chat apps to see which one is the right choice for your business needs.</p><h3 id="Zendesk for a best-in-class CX software" class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">1. <a href="/service/messaging/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Zendesk</a></h3> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><strong>Use case:</strong> best-in-class CX software</p><img alt="A live chat conversation between an agent and a customer using Zendesk, a live chat software." loading="lazy" src="https://d1eipm3vz40hy0.cloudfront.net/images/AMER/screenshotofzendesklivechatsoftware.jpg" width="100%"/> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><strong>Zendesk offers AI-powered live chat software</strong> to empower businesses to offer fast, personalised chat conversations at scale. Our live chat software enables businesses to add live chat support to their site with a no-code widget that can be customised to match their brand. <strong>Support teams can also provide live chat support across a variety of chat and messaging channels beyond the web, including mobile, SMS, <a href="/service/messaging/facebook-messenger-business/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Messenger</a>, <a href="/service/messaging/whatsapp-business/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">WhatsApp</a> and more.</strong></p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">With our unified <a href="/service/agent-workspace/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Agent Workspace</a>, agents can collaborate with each other in real time and manage live chat conversations in the same place as all their other channels, such as email or phone. <strong>This allows agents to personalise chat conversations with the full context from previous support interactions without juggling numerous dashboards and apps</strong>. Teams can also integrate our live chat software with their entire business ecosystem to create a 360-degree customer view.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Businesses may also use automation and AI to take their chat experience to the next level. For example, teams can use <strong>automated translation for multilingual support</strong> and <strong>embed pre-written responses within tickets</strong> to automatically fill in ticket fields, saving agents time. <strong>Zendesk AI can intelligently route tickets to the right agent</strong> based on agent capacity, skillset, conversation priority, language and intent. Agents can also use Zendesk AI to <strong>quickly expand and shift the tone of their messages</strong>. At the same time, <strong>our AI surfaces ticket summaries, similar support interactions and additional insights for faster resolutions</strong>.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">And unlike your support agents, Zendesk AI never sleeps. <strong><a href="/blog/generative-ai-guide/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Generative AI</a> powers our <a href="/service/messaging/chatbot/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">AI chatbots</a>, so they’re always on, pre-trained for CX and ready to go in just a few clicks</strong>. Zendesk even uses previous bot conversations to suggest which topics need bot support.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Our complete customer service solution also features advanced <a href="/service/analytics/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">reporting and analytics</a> capabilities, equipping your support team with valuable, real-time customer data. With prebuilt and customisable dashboards, you can quickly sift through data, gain visibility into every interaction and uncover <a href="/blog/consumer-insights/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">customer insights</a> – no statistics degree required.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">In addition to being feature-rich, Zendesk is intuitively designed for agents and works out of the box. <strong>This allows you to move at the speed of your customers and offer meaningful support from day one without the need for developers or a lengthy setup, saving you time and money</strong>.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Finally, <strong>Zendesk is built to last and grow alongside your business</strong>. As a trusted partner, we ensure your team has the knowledge and resources – like access to a <a href="/zendesk-community/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">worldwide community of CX leaders</a> – to deliver stellar customer service.</p><h4 class="Headingstyle__HeadingRoot-sc-150xww-0 iLUbfW">Pricing:</h4> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Starting at $55 per agent/month, billed annually</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><strong>Explore more <a href="/pricing/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Zendesk pricing plans</a></strong>.</p><h4 class="Headingstyle__HeadingRoot-sc-150xww-0 iLUbfW">Free trial:</h4> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">14 days</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><strong>Take 30 seconds to start a <a href="/register/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">free Zendesk trial</a> or request a <a href="/demo/?demoStep=personal#1" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Zendesk demo</a>.</strong></p><h3 id="LiveChat for e-commerce and B2B SaaS companies" class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">2. <a target="_blank" rel="noopener noreferrer" href="https://www.livechat.com/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">LiveChat<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a></h3> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><strong>Use case:</strong> e-commerce and B2B SaaS companies</p><img alt="A live chat conversation between an agent and a customer using LiveChat, a live chat software." loading="lazy" src="https://d1eipm3vz40hy0.cloudfront.net/images/AMER/screenshotoflivechatlivechatsoftware.jpg" width="100%"/><div style="text-align:center"><caption><em><a target="_blank" rel="noopener noreferrer" href="https://www.livechat.com/help/messaging-mode/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Image source<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a></em></caption></div> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">LiveChat is a business live chat software for e-commerce and business-to-business (B2B) software as a service (SaaS) companies. Organisations can use LiveChat to add live chat support to their website or app using a customisable widget. This lets businesses personalise the look and feel of their live chat experience with customisable colours, agent profiles and website placement. LiveChat also includes an AI writing assistant that can help adjust the tone of your messages.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">The live chat software supports omnichannel messaging, including Messenger, Instagram for Business, SMS, WhatsApp Business and email. LiveChat also includes in-chat voice, video and screen-sharing features,</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">and lets e-commerce businesses share their products via live chat using product cards. Product cards are messages that include an image, price and product description. Customers can click on the product card in the chat to add the product to their cart. Support agents can also use LiveChat to share files with customers, including PDFs, images, presentations, spreadsheets, audio files and more.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">With its reporting and analytics functionality, businesses can access chat reports featuring metrics like total chats, missed chats, chat satisfaction, response time and more. Businesses can also create customised reports highlighting specific customer service data and export LiveChat customised reports as CSV files.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">LiveChat also offers customer engagement features like interactive greetings. With this feature, businesses can set up customised greeting messages to promote products, schedule meetings or encourage users to visit specific web pages. Support agents can also create a library of pre-written responses to aid with chat communications.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">While LiveChat supports more than 200 integrations, it doesn’t include a native chatbot, knowledge base or help desk features. To get these features, businesses must integrate with separate software products (HelpDesk, KnowledgeBase and ChatBot) offered by LiveChat’s parent company. This may make LiveChat a poor choice for those looking for a complete customer service solution using a single application.</p><h4 class="Headingstyle__HeadingRoot-sc-150xww-0 iLUbfW">Pricing:</h4> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Starting at $20 per month for one agent only, billed annually</p><h4 class="Headingstyle__HeadingRoot-sc-150xww-0 iLUbfW">Free trial:</h4> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">14 days</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Learn about the <a href="/marketplace/apps/support/2120/livechat/?queryID=01c04ad8e988bd83ffa753971755209f" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">LiveChat integration for Zendesk</a> and how Zendesk vs. LiveChat compare.</p><h3 id="LiveAgent for a support software for teams" class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">3. <a target="_blank" rel="noopener noreferrer" href="https://www.liveagent.com/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">LiveAgent<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a></h3> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><strong>Use case:</strong> support software for teams</p><img alt="A list of support tickets is listed on LiveAgent, a live chat software." loading="lazy" src="https://d1eipm3vz40hy0.cloudfront.net/images/AMER/screenshotoflivaagentlivechatsoftware.jpg" width="100%"/><div style="text-align:center"><caption><em><a target="_blank" rel="noopener noreferrer" href="https://www.liveagent.com/academy/free-live-chat-software/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Image source<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a></em></caption></div> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">LiveAgent is a customer support software with live chat functionality. With LiveAgent, businesses can add live chat support to their website using a live chat widget. Businesses can customise widgets to match their branding, including customisable buttons, colours and chat windows. With its real-time typing view feature, support agents can preview what customers are typing before they hit send. Support agents can also create pre-written responses to answer frequently asked questions (FAQs).</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Businesses can configure LiveAgent chat routing to distribute conversations in different ways. For example, businesses can randomly assign new chats to agents or base assignments on agent workloads.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">The software supports proactive chat invitations, letting businesses engage website visitors automatically. Businesses may also use LiveAgent to track website visitors and information like their chat history, time on site, geographic location and IP address.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">LiveAgent also offers an omnichannel help desk and ticketing system. With its universal inbox, agents can communicate with customers across channels, including email, WhatsApp, Viber, Instagram, live chat and more. The help desk features a built-in customer relationship management (CRM) tool, allowing businesses to collect and store customer information, including name, past purchases and previous support interactions.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Additionally, LiveAgent has real-time reporting and analytics capabilities, including an analytics overview with customer service metrics like customer satisfaction ratings, average chat time and average chat pickup time. LiveAgent also includes an agent rankings feature that offers a complete report of all positive and negative agent reviews. These include the review date, support ticket details and customer comments.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">The software also includes AI features such as AI-powered grammar correction, multi-language support and tone adjustment. However, businesses can only utilise AI features by connecting their own OpenAI account. Because of this, LiveAgent may not be the best fit for businesses looking for out-of-the-box AI or chatbot capabilities.</p><h4 class="Headingstyle__HeadingRoot-sc-150xww-0 iLUbfW">Pricing:</h4> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Starting at $0 per month (basic features)</p><h4 class="Headingstyle__HeadingRoot-sc-150xww-0 iLUbfW">Free trial:</h4> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">14 days with a free email or 30 days with a company email</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">See how <a href="/service/comparison/zendesk-vs-liveagent/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Zendesk compares to LiveAgent</a>.</p><h3 id="Re:amaze for online businesses" class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">4. <a target="_blank" rel="noopener noreferrer" href="https://www.reamaze.com/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Re:amaze<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a></h3> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><strong>Use case:</strong> online businesses</p><img alt="A list of live chat conversations is displayed on Re:amaze, a live chat platform." loading="lazy" src="https://d1eipm3vz40hy0.cloudfront.net/images/AMER/screenshotofreamazelivechatplatform.jpg" width="100%"/><div style="text-align:center"><caption><em><a target="_blank" rel="noopener noreferrer" href="https://www.reamaze.com/blog/step-titles-for-custom-chatbots/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Image source<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a></em></caption></div> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Re:amaze is a customer service, live chat and help desk platform for online businesses. Its live chat offerings include a chat widget with customisable theme colours and icons. Businesses can add a searchable help centre to their live chat widget, allowing customers to access self-support resources. Additionally, businesses can control the visibility of certain topics and create a library of assets for internal use only.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">With regard to support, agents can escalate live chat conversations to video calls. The live chat platform also features file-sharing capabilities, chat transcripts and chat view/read indicators.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">With Re:amaze, businesses have access to prebuilt and customised chatbots. Its prebuilt bots range in functionality, from gathering initial customer information to finding customer order statuses. Businesses may also configure customised, no-code chatbots and can create a unique chatbot identity and customised responses. Businesses may also use Re:amaze to set up automated responses for specific messaging channels.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Re:amaze features a shared inbox help desk that allows support agents to manage customer conversations from multiple channels, including SMS, email, live chat, Messenger and Instagram. Agents can also view coworker conversations and see when another agent is already helping a customer. Additionally, the shared inbox includes customisable reminders, notes and notification features.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">The customer service platform includes real-time reporting functionality, including individualised reports for each channel. This lets businesses track customer service quality and performance metrics like response time, chat volume, first response resolve rate and customer satisfaction ratings.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Additionally, Re:amaze offers AI features powered by OpenAI’s GPT models. These include AI-suggested responses, language translations and chat summaries. Unlike some other live chat support software, Re:amaze’s AI features are still in beta testing. Because of this, businesses that want to fully utilise generative AI and automation features may opt for a more established solution.</p><h4 class="Headingstyle__HeadingRoot-sc-150xww-0 iLUbfW">Pricing:</h4> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Starting at $26.10 per team member/month, billed annually.</p><h4 class="Headingstyle__HeadingRoot-sc-150xww-0 iLUbfW">Free trial:</h4> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">14 days</p><h3 id="Tawk.to for a free live chat solution" class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">5. <a target="_blank" rel="noopener noreferrer" href="https://www.tawk.to/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">tawk.to<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a></h3> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><strong>Use case:</strong> free live chat solution</p><img alt="A chat widget is customized using tawk.to, a live chat software." loading="lazy" src="https://d1eipm3vz40hy0.cloudfront.net/images/AMER/screenshotoftawktolivechatsoftware.jpg" width="100%"/><div style="text-align:center"><caption><em><a target="_blank" rel="noopener noreferrer" href="https://www.tawk.to/vl-using-the-pre-chat-form/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Image source<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a></em></caption></div> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">The tawk.to platform is a free live chat software for websites. With tawk.to, businesses can monitor and chat with website and app visitors using a customisable chat widget. Businesses can add the chat widget to their site by adding a JavaScript snippet. The software also has a mobile app for iOS and Android devices, allowing agents to receive notifications and answer customer questions on the go.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">The free live chat support software features multilingual capabilities, allowing businesses to communicate in over 45 languages. Additionally, support agents can create a library of pre-written responses to answer common customer questions.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">In addition to its live chat features, tawk.to offers a free customisable knowledge base. Businesses can add self-service content using tawk.to’s block-based editor to add text, images, videos, GIFs and more, as well as create customised categories and control where and for whom content is displayed.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Businesses can use tawk.to to access reporting dashboards covering metrics such as chat volume, average chat duration, first response time and number of missed chats. They can also monitor customer activity in real time, including where visitors are on your site and how often they visit. Support agents can also see a complete conversation history for any customer.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">While its core offerings are free, some features businesses might expect in live chat support software may be lacking. For example, tools like AI assist (starts at $29 per month), voice, video and screen sharing ($49 per month) and the ability to remove tawk.to branding ($19 per month) are all paid add-ons. This increases the total cost of ownership of the software and may lead businesses looking for these key features to consider a paid option instead.</p><h4 class="Headingstyle__HeadingRoot-sc-150xww-0 iLUbfW">Pricing:</h4> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Free (paid add-ons available)</p><h4 class="Headingstyle__HeadingRoot-sc-150xww-0 iLUbfW">Free trial:</h4> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Not applicable</p><h3 id="Tidio for a standard support software" class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">6. <a target="_blank" rel="noopener noreferrer" href="https://www.tidio.com/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Tidio<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a></h3> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><strong>Use case:</strong> standard support software</p><img alt="A chat conversation between an agent and a customer via Tidio, a live chat software." loading="lazy" src="https://d1eipm3vz40hy0.cloudfront.net/images/AMER/screenshotoftidiolivechatsoftware.jpg" width="100%"/><div style="text-align:center"><caption><em><a target="_blank" rel="noopener noreferrer" href="https://www.tidio.com/blog/add-chat-to-website/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Image source<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a></em></caption></div> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Tidio is an AI customer service software with live chat features. Support agents can communicate with website visitors using a customisable widget or dedicated chat page through Tidio’s browser, desktop or mobile apps. The chat widget includes live typing features and read receipts, allowing agents to see what customers are typing before they hit send and when they’ve viewed a message.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">The software lets agents create a library of pre-written responses for common questions. Tidio also offers pre-chat surveys that help collect customer data at the beginning of a chat. At the end of a conversation, agents can save chat transcripts to their devices or share them via email.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Tidio also features a multichannel help desk and ticketing system that works with channels like email, Messenger, WhatsApp and more. Businesses can customise the ticketing experience by adding priorities, notes and customised tags to each ticket. Additionally, businesses can set up different departments for ticket routing. For example, if a customer has a question related to sales, the ticket will be routed to the sales support department.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Businesses can also use Tidio for reporting and analytics. This allows businesses to track metrics like first response time, time to close, customer satisfaction, missed conversations and total conversations. Businesses can compare data using charts and filter data by specific messaging channels.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">In addition to its live chat and help desk features, Tidio also offers chatbot and AI functionality. Tidio features a visual chatbot builder that can be used to create customised chatbot flows, as well as prebuilt chatbot templates. The customer service software also features Lyro AI, a conversational AI tool that can answer customer questions and generate personalised responses.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Unlike some other live chat support software, Tidio’s chatbot and AI functionality include their own pricing plans. This can lead to an increased total cost of ownership.</p><h4 class="Headingstyle__HeadingRoot-sc-150xww-0 iLUbfW">Pricing:</h4> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Starting at $0 per month (basic features)</p><h4 class="Headingstyle__HeadingRoot-sc-150xww-0 iLUbfW">Free trial:</h4> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">7 days</p></div></div></div></div></div></section><section class="Basestyle__BaseRoot-sc-3zktjg-1 doXlEM"><div class="Containerstyle__ContainerRoot-sc-1d6dta4-0 cjZCoN"><div class="StyledGrid-sc-oxgg5i-0 izllXr Gridstyle__GridRoot-sc-1uhmtis-0 drMyZp" data-garden-id="grid.grid" data-garden-version="8.76.2"><div class="StyledRow-sc-xjsdg1-0 jcTdzb Gridstyle__Row-sc-1uhmtis-1 bEEqbX" data-garden-id="grid.row" data-garden-version="8.76.2"><div class="StyledCol-sc-inuw62-0 gwcFCI Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"><h2 class="Headingstyle__HeadingRoot-sc-150xww-0 VdMLR">Frequently asked questions</h2><div class="sc-ecc9c292-0 iUiEoJ"><div itemType="https://schema.org/FAQPage" class="StyledAccordion-sc-niv9ic-0 dgZvap Accordionstyle__AccordionRoot-sc-ga9m60-0 ezJqxF" data-garden-id="accordions.accordion" data-garden-version="8.76.2"><div itemProp="mainEntity" itemType="https://schema.org/Question" class="StyledSection-sc-v2t9bd-0 bFpvu Accordionstyle__AccordionSection-sc-ga9m60-1 gnqlnn" data-garden-id="accordions.section" data-garden-version="8.76.2"><div role="heading" aria-level="5" data-garden-container-id="containers.accordion" data-garden-container-version="3.0.12" class="StyledHeader-sc-2c6rbr-0 fACeEF Accordionstyle__AccordionHeader-sc-ga9m60-2 drWfwO" data-garden-id="accordions.header" data-garden-version="8.76.2"><button id=":R2d4e76:--trigger:0" role="button" tabindex="0" aria-controls=":R2d4e76:--panel:0" aria-expanded="false" type="button" class="StyledButton-sc-xj3hy7-0 dEksFO Accordionstyle__AccordionLabel-sc-ga9m60-3 bwTZUN" data-garden-id="accordions.button" data-garden-version="8.76.2"><h3 itemProp="name" class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">What companies should buy live web chat software?</h3></button><svg xmlns="http://www.w3.org/2000/svg" width="16" height="16" focusable="false" viewBox="0 0 16 16" aria-hidden="true" theme="[object Object]" data-garden-id="accordions.rotate_icon" data-garden-version="8.76.2" class="StyledRotateIcon-sc-hp435q-0 bMaXIE"><path fill="currentColor" d="M12.688 5.61a.5.5 0 01.69.718l-.066.062-5 4a.5.5 0 01-.542.054l-.082-.054-5-4a.5.5 0 01.55-.83l.074.05L8 9.359l4.688-3.75z"></path></svg></div><section inert="" id=":R2d4e76:--panel:0" aria-hidden="true" aria-labelledby=":R2d4e76:--trigger:0" itemProp="acceptedAnswer" itemType="https://schema.org/Answer" class="StyledPanel-sc-1piryze-0 iUxhVd Accordionstyle__AccordionPanel-sc-ga9m60-4 gnVGEK" data-garden-id="accordions.panel" data-garden-version="8.76.2"><div data-garden-id="accordions.step_inner_panel" data-garden-version="8.76.2" class="StyledInnerPanel-sc-8nbueg-0 gxjxDP"> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Live chat is a must-have for small businesses, enterprise companies, e-commerce stores or any business that serves customers. From educating prospective customers about your products to helping current users troubleshoot problems, live chat is an indispensable part of modern <a href="/blog/customer-service-skills/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">customer service</a>. </p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Investing in live chat support software makes sense for companies looking to provide customers with instant support in a more convenient (and cost-effective) way than simply using the phone. It can also be an excellent tool for lead generation. As modern way to connect with customers and drive sales, a live chat solution integrated with your <a href="/service/help-desk-software/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">help desk software</a> allows you to provide real-time support, giving your company a competitive edge.</p> </div></section></div><div itemProp="mainEntity" itemType="https://schema.org/Question" class="StyledSection-sc-v2t9bd-0 bFpvu Accordionstyle__AccordionSection-sc-ga9m60-1 gnqlnn" data-garden-id="accordions.section" data-garden-version="8.76.2"><div role="heading" aria-level="5" data-garden-container-id="containers.accordion" data-garden-container-version="3.0.12" class="StyledHeader-sc-2c6rbr-0 fACeEF Accordionstyle__AccordionHeader-sc-ga9m60-2 drWfwO" data-garden-id="accordions.header" data-garden-version="8.76.2"><button id=":R2d4e76:--trigger:1" role="button" tabindex="0" aria-controls=":R2d4e76:--panel:1" aria-expanded="false" type="button" class="StyledButton-sc-xj3hy7-0 dEksFO Accordionstyle__AccordionLabel-sc-ga9m60-3 bwTZUN" data-garden-id="accordions.button" data-garden-version="8.76.2"><h3 itemProp="name" class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">What are the different types of live chat software?</h3></button><svg xmlns="http://www.w3.org/2000/svg" width="16" height="16" focusable="false" viewBox="0 0 16 16" aria-hidden="true" theme="[object Object]" data-garden-id="accordions.rotate_icon" data-garden-version="8.76.2" class="StyledRotateIcon-sc-hp435q-0 bMaXIE"><path fill="currentColor" d="M12.688 5.61a.5.5 0 01.69.718l-.066.062-5 4a.5.5 0 01-.542.054l-.082-.054-5-4a.5.5 0 01.55-.83l.074.05L8 9.359l4.688-3.75z"></path></svg></div><section inert="" id=":R2d4e76:--panel:1" aria-hidden="true" aria-labelledby=":R2d4e76:--trigger:1" itemProp="acceptedAnswer" itemType="https://schema.org/Answer" class="StyledPanel-sc-1piryze-0 iUxhVd Accordionstyle__AccordionPanel-sc-ga9m60-4 gnVGEK" data-garden-id="accordions.panel" data-garden-version="8.76.2"><div data-garden-id="accordions.step_inner_panel" data-garden-version="8.76.2" class="StyledInnerPanel-sc-8nbueg-0 gxjxDP"> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">There are several types of live chat, and as technology evolves, the options continue to grow beyond basic web chat. Here are a few of the most commonly used types of live chat: </p><ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 dnJUmF"><li> <strong>Standalone live chat software:</strong> unlike other live chat options, standalone live chat software focuses solely on live chat. If this isn’t connected to your other channels, this can often result in siloed customer conversations. </li><li><strong>Omnichannel live chat software:</strong> these platforms integrate multiple communication channels – such as live chat, email, phone and social media – into a unified interface. </li><li><strong>Chat widget:</strong> a chat widget lets customers message you via a chat window on your website or mobile app. </li><li><strong><a href="/service/messaging/messaging-platforms/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Messaging apps</a>:</strong> with messaging apps, customers can contact you through channels like SMS, social media, WhatsApp, Apple Business Chat and Messenger. </li><li><strong>AI chatbots:</strong> automated chatbots can engage with customers, handle basic queries, guide them through procedures or collect information before a live agent takes over. </li></ul> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">When choosing between different types of live chat software, consider the specific needs of your business.</p> </div></section></div><div itemProp="mainEntity" itemType="https://schema.org/Question" class="StyledSection-sc-v2t9bd-0 bFpvu Accordionstyle__AccordionSection-sc-ga9m60-1 gnqlnn" data-garden-id="accordions.section" data-garden-version="8.76.2"><div role="heading" aria-level="5" data-garden-container-id="containers.accordion" data-garden-container-version="3.0.12" class="StyledHeader-sc-2c6rbr-0 fACeEF Accordionstyle__AccordionHeader-sc-ga9m60-2 drWfwO" data-garden-id="accordions.header" data-garden-version="8.76.2"><button id=":R2d4e76:--trigger:2" role="button" tabindex="0" aria-controls=":R2d4e76:--panel:2" aria-expanded="false" type="button" class="StyledButton-sc-xj3hy7-0 dEksFO Accordionstyle__AccordionLabel-sc-ga9m60-3 bwTZUN" data-garden-id="accordions.button" data-garden-version="8.76.2"><h3 itemProp="name" class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">What are the benefits of live chat software?</h3></button><svg xmlns="http://www.w3.org/2000/svg" width="16" height="16" focusable="false" viewBox="0 0 16 16" aria-hidden="true" theme="[object Object]" data-garden-id="accordions.rotate_icon" data-garden-version="8.76.2" class="StyledRotateIcon-sc-hp435q-0 bMaXIE"><path fill="currentColor" d="M12.688 5.61a.5.5 0 01.69.718l-.066.062-5 4a.5.5 0 01-.542.054l-.082-.054-5-4a.5.5 0 01.55-.83l.074.05L8 9.359l4.688-3.75z"></path></svg></div><section inert="" id=":R2d4e76:--panel:2" aria-hidden="true" aria-labelledby=":R2d4e76:--trigger:2" itemProp="acceptedAnswer" itemType="https://schema.org/Answer" class="StyledPanel-sc-1piryze-0 iUxhVd Accordionstyle__AccordionPanel-sc-ga9m60-4 gnVGEK" data-garden-id="accordions.panel" data-garden-version="8.76.2"><div data-garden-id="accordions.step_inner_panel" data-garden-version="8.76.2" class="StyledInnerPanel-sc-8nbueg-0 gxjxDP"> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">The benefits of live chat software include: </p><ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 dnJUmF"><li> Increased support efficiency </li><li>Decreased support costs </li><li>Improved customer satisfaction </li><li>Improved customer loyalty </li><li>Increased sales </li><li>Reduced shopping cart abandonment </li></ul>  </div></section></div><div itemProp="mainEntity" itemType="https://schema.org/Question" class="StyledSection-sc-v2t9bd-0 bFpvu Accordionstyle__AccordionSection-sc-ga9m60-1 gnqlnn" data-garden-id="accordions.section" data-garden-version="8.76.2"><div role="heading" aria-level="5" data-garden-container-id="containers.accordion" data-garden-container-version="3.0.12" class="StyledHeader-sc-2c6rbr-0 fACeEF Accordionstyle__AccordionHeader-sc-ga9m60-2 drWfwO" data-garden-id="accordions.header" data-garden-version="8.76.2"><button id=":R2d4e76:--trigger:3" role="button" tabindex="0" aria-controls=":R2d4e76:--panel:3" aria-expanded="false" type="button" class="StyledButton-sc-xj3hy7-0 dEksFO Accordionstyle__AccordionLabel-sc-ga9m60-3 bwTZUN" data-garden-id="accordions.button" data-garden-version="8.76.2"><h3 itemProp="name" class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">What’s the difference between live chat and help desk software?</h3></button><svg xmlns="http://www.w3.org/2000/svg" width="16" height="16" focusable="false" viewBox="0 0 16 16" aria-hidden="true" theme="[object Object]" data-garden-id="accordions.rotate_icon" data-garden-version="8.76.2" class="StyledRotateIcon-sc-hp435q-0 bMaXIE"><path fill="currentColor" d="M12.688 5.61a.5.5 0 01.69.718l-.066.062-5 4a.5.5 0 01-.542.054l-.082-.054-5-4a.5.5 0 01.55-.83l.074.05L8 9.359l4.688-3.75z"></path></svg></div><section inert="" id=":R2d4e76:--panel:3" aria-hidden="true" aria-labelledby=":R2d4e76:--trigger:3" itemProp="acceptedAnswer" itemType="https://schema.org/Answer" class="StyledPanel-sc-1piryze-0 iUxhVd Accordionstyle__AccordionPanel-sc-ga9m60-4 gnVGEK" data-garden-id="accordions.panel" data-garden-version="8.76.2"><div data-garden-id="accordions.step_inner_panel" data-garden-version="8.76.2" class="StyledInnerPanel-sc-8nbueg-0 gxjxDP"> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">The difference between live chat and help desk software is that live chat software focuses on one-on-one chat conversations between customers and support agents. In contrast, help desk software fields support enquiries across multiple channels, like <a href="/service/ticketing-system/email-management-software/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">email</a>, <a href="/service/voice/text/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">SMS</a>, <a href="/service/voice/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">voice</a>, Messenger and live chat. </p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">With a complete customer service solution like Zendesk, businesses can reap the benefits of help desk and live chat software using one platform.</p> </div></section></div></div></div></div></div></div></div></section><section class="Basestyle__BaseRoot-sc-3zktjg-1 doXlEM"><div class="Containerstyle__ContainerRoot-sc-1d6dta4-0 cjZCoN"><div class="StyledGrid-sc-oxgg5i-0 izllXr Gridstyle__GridRoot-sc-1uhmtis-0 drMyZp" data-garden-id="grid.grid" data-garden-version="8.76.2"><div class="StyledRow-sc-xjsdg1-0 jcTdzb Gridstyle__Row-sc-1uhmtis-1 bEEqbX" data-garden-id="grid.row" data-garden-version="8.76.2"><div class="StyledCol-sc-inuw62-0 gwcFCI Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"><h2 class="Headingstyle__HeadingRoot-sc-150xww-0 VdMLR">What are the different types of live chat software?</h2><div class="sc-ecc9c292-0 iUiEoJ"><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">When someone mentions live chat software, many people think of web chat. However, there are several types of live chat, and as technology evolves, the options continue to grow. Here are a few of the most commonly used types of live chat.</p><ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 dnJUmF"><li> <strong>Text or SMS:</strong> Customers can text your <a target="_blank" rel="noopener noreferrer" href="/service/voice/toll-free-numbers/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">freephone number<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a> for live chat support. <br/> </li><li><strong>Social messaging apps:</strong> Customers can contact you through WhatsApp, Apple Messages for Business, or Messenger. <br/> </li><li><strong>Chat widget:</strong> Customers can message you via a chat window that pops up on your website or mobile app. <br/> </li><li> <br/><strong><a target="_blank" rel="noopener noreferrer" href="/service/ticketing-system/social-media-customer-service/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Social media<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a>:</strong> Customers can privately send your business a direct message (DM) or tag your business in a post on their social media profiles.<br/> </li><li><strong><a target="_blank" rel="noopener noreferrer" href="/service/voice/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Voice<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a> or video:</strong> Customers can connect through live conversation via phone or video— live chat doesn’t have to be limited to text. </li></ul> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Link each of these live chat channels to your omnichannel agent workspace. This allows you to view, track, and respond to all messages from that unified location, so you can seamlessly continue customer conversations.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><span id="Benefits of live chat software"></span></p></div></div></div></div></div></section><section class="Basestyle__BaseRoot-sc-3zktjg-1 doXlEM"><div class="Containerstyle__ContainerRoot-sc-1d6dta4-0 cjZCoN"><div class="StyledGrid-sc-oxgg5i-0 izllXr Gridstyle__GridRoot-sc-1uhmtis-0 drMyZp" data-garden-id="grid.grid" data-garden-version="8.76.2"><div class="StyledRow-sc-xjsdg1-0 jcTdzb Gridstyle__Row-sc-1uhmtis-1 bEEqbX" data-garden-id="grid.row" data-garden-version="8.76.2"><div class="StyledCol-sc-inuw62-0 gwcFCI Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"><h2 class="Headingstyle__HeadingRoot-sc-150xww-0 VdMLR">Benefits of live chat software</h2><div class="sc-ecc9c292-0 iUiEoJ"><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Let’s take a look at the benefits of live chat software. Some businesses may find more value in certain benefits over others. Our list contains a few benefits that businesses look for when investing in live chat.</p><ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 hhFmhj" color="kale"><li><div class="Liststyle__UlIconContainer-sc-1ptcc0u-2 kuPBTz"><svg xmlns="http://www.w3.org/2000/svg" width="16" height="16" viewBox="0 0 16 16" fill="currentColor" style="fill:currentColor"><path d="M8 0C3.6 0 0 3.6 0 8s3.6 8 8 8 8-3.6 8-8c0-2.1-.85-4.15-2.35-5.65S10.1 0 8 0zM6.2 12.6 2.9 9.35l.85-.85 2.45 2.45 6.05-6.1.85.85-6.9 6.9z"></path></svg></div><div class="Liststyle__UlTextContainer-sc-1ptcc0u-3 DTryz"><h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV"> Drive more efficiency and cost savings</h3> <br/>Live chat helps support teams do more with less. Unlike phone support, agents can handle simultaneous chats across multiple channels, which means increased efficiency and cost savings. After implementing live chat in its online store, <a target="_blank" rel="noopener noreferrer" href="/customer/spartan-race/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Spartan Race<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a> saw a 23 percent improvement in efficiency—plus a 27 percent increase in sales.</div></li><li><div class="Liststyle__UlIconContainer-sc-1ptcc0u-2 kuPBTz"><svg xmlns="http://www.w3.org/2000/svg" width="16" height="16" viewBox="0 0 16 16" fill="currentColor" style="fill:currentColor"><path d="M8 0C3.6 0 0 3.6 0 8s3.6 8 8 8 8-3.6 8-8c0-2.1-.85-4.15-2.35-5.65S10.1 0 8 0zM6.2 12.6 2.9 9.35l.85-.85 2.45 2.45 6.05-6.1.85.85-6.9 6.9z"></path></svg></div><div class="Liststyle__UlTextContainer-sc-1ptcc0u-3 DTryz"><h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">Improve customer satisfaction and loyalty</h3> <br/>Live chat software allows you to engage with prospects and customers quickly. With the right live chat solution, users can:</div></li></ul> <ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 dnJUmF"><li> Self-serve with relevant knowledge base content, delivered by a chatbot </li><li>Request to connect with a live agent </li><li>Leave a message for internal or external support </li><li>Continue conversations from where they left off </li></ul> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Additionally, businesses can offer 24/7 support to customers because chatbots and <a target="_blank" rel="noopener noreferrer" href="/service/help-center/customer-self-service/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">self-serve options<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a> are always available. The result is higher customer satisfaction (CSAT) scores and a support team that can scale more effectively than ever.</p><ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 hhFmhj" color="kale"><li><div class="Liststyle__UlIconContainer-sc-1ptcc0u-2 kuPBTz"><svg xmlns="http://www.w3.org/2000/svg" width="16" height="16" viewBox="0 0 16 16" fill="currentColor" style="fill:currentColor"><path d="M8 0C3.6 0 0 3.6 0 8s3.6 8 8 8 8-3.6 8-8c0-2.1-.85-4.15-2.35-5.65S10.1 0 8 0zM6.2 12.6 2.9 9.35l.85-.85 2.45 2.45 6.05-6.1.85.85-6.9 6.9z"></path></svg></div><div class="Liststyle__UlTextContainer-sc-1ptcc0u-3 DTryz"><h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV"> Boost sales and reduce shopping cart abandonment</h3> <br/>Proactive engagement through live chat reduces online cart abandonment and increases sales. Our CX Trends Report found that assisting a customer with proactive, conversational support can help resolve an issue immediately—improving the <a target="_blank" rel="noopener noreferrer" href="/blog/buyer-journey/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">buyer’s journey<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a> and encouraging them to make a purchase.<br/>For example, if a customer is experiencing a problem with the business’s online shopping cart, offering support while they’re on the page can eliminate the problem holding up the sale.<br/>The stats in our CX Trends Report reflect how live chat can increase the lifetime value of your customers. But it’s not just your customers—live chat can also make your agents more valuable. Here are a few ways live chat can help your agents.</div></li></ul> <ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 dnJUmF"><li> Chatbots and self-service options filter out easy, repetitive questions. </li><li>Automation handles tedious logistics, like tagging and routing support tickets. </li><li>Chat analytics deliver relevant insights. </li></ul> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">By filtering simple queries, chatbots enable live agents to focus on providing personalised support. In our CX Trends Report, 77 percent of businesses agree that personalization increases customer retention and lowers acquisition costs. After implementing live chat support, <a target="_blank" rel="noopener noreferrer" href="/customer/smiles/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Smiles<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a> saw a boost in sales and increased its contracts from 100 to 1,000 per month.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><span id="How to choose the right live chat support software"></span></p></div></div></div></div></div></section><section class="Basestyle__BaseRoot-sc-3zktjg-1 doXlEM"><div class="Containerstyle__ContainerRoot-sc-1d6dta4-0 cjZCoN"><div class="StyledGrid-sc-oxgg5i-0 izllXr Gridstyle__GridRoot-sc-1uhmtis-0 drMyZp" data-garden-id="grid.grid" data-garden-version="8.76.2"><div class="StyledRow-sc-xjsdg1-0 jcTdzb Gridstyle__Row-sc-1uhmtis-1 bEEqbX" data-garden-id="grid.row" data-garden-version="8.76.2"><div class="StyledCol-sc-inuw62-0 gwcFCI Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"><h2 class="Headingstyle__HeadingRoot-sc-150xww-0 VdMLR">How to choose the right live chat support software</h2><div class="sc-ecc9c292-0 iUiEoJ"><img alt="Live chat software considerations" loading="lazy" src="https://d1eipm3vz40hy0.cloudfront.net/images/AMER/livechatsoftware114.png" width="100%"/> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">The best live chat website software for your company depends on your business model, desired features, customer base, and more. But there are common factors to consider when selecting the best live chat services.</p><h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">Integration with your support ecosystem</h3> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">To get the most out of your live chat software, it must integrate with your current support ecosystem, be powerful enough to handle complex business needs, and offer tools that set your teams up for success. It needs to work with the people, processes, and tools your agents already use.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Live chat integration provides agents with a unified view of the customer, complete with customer data, interaction history, and context from across channels. This prevents <a target="_blank" rel="noopener noreferrer" href="/blog/customer-pain-points/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">customer pain points<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a>—like repeating information while being routed between different departments—and ensures that everyone (including chatbots) has the context needed to create a consistent, personalised experience.</p><h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">Ease of use and fast implementation</h3> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">The best chat software is intuitive. When software takes months to implement and doesn’t integrate well with existing systems, it can add extra costs and time to train agents. Software that sets up fast and works right out of the box lets your team continue providing stellar service without missing a beat.</p><h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">Scalability and total cost of ownership</h3> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">The ideal live chat software is flexible enough to grow with your scaling business. Provided your live chat software gets deployed within an agile, centralised workspace, live chat website tools should be:</p><ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 dnJUmF"><li> <strong>Scalable:</strong> One-to-many interactions enable agents to serve multiple customers or employees concurrently. <br/> </li><li><strong>Fast:</strong> Automated workflows and self-service options help users solve simple issues quickly. <br/> </li><li><strong>Personal:</strong> Chatting with support agents feels much more like the back-and-forth customers have with their family and friends. </li></ul> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><span id="Live chat platform FAQ"></span></p></div></div></div></div></div></section><section class="Basestyle__BaseRoot-sc-3zktjg-1 doXlEM"><div class="Containerstyle__ContainerRoot-sc-1d6dta4-0 cjZCoN"><div class="StyledGrid-sc-oxgg5i-0 izllXr Gridstyle__GridRoot-sc-1uhmtis-0 drMyZp" data-garden-id="grid.grid" data-garden-version="8.76.2"><div class="StyledRow-sc-xjsdg1-0 jcTdzb Gridstyle__Row-sc-1uhmtis-1 bEEqbX" data-garden-id="grid.row" data-garden-version="8.76.2"><div class="StyledCol-sc-inuw62-0 gwcFCI Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"><h2 class="Headingstyle__HeadingRoot-sc-150xww-0 VdMLR">Live chat platform FAQ</h2><div class="sc-ecc9c292-0 iUiEoJ"><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Here are some common questions businesses ask when choosing live chat software.</p><div itemType="https://schema.org/FAQPage" class="StyledAccordion-sc-niv9ic-0 dgZvap Accordionstyle__AccordionRoot-sc-ga9m60-0 ezJqxF" data-garden-id="accordions.accordion" data-garden-version="8.76.2"><div itemProp="mainEntity" itemType="https://schema.org/Question" class="StyledSection-sc-v2t9bd-0 bFpvu Accordionstyle__AccordionSection-sc-ga9m60-1 gnqlnn" data-garden-id="accordions.section" data-garden-version="8.76.2"><div role="heading" aria-level="5" data-garden-container-id="containers.accordion" data-garden-container-version="3.0.12" class="StyledHeader-sc-2c6rbr-0 fACeEF Accordionstyle__AccordionHeader-sc-ga9m60-2 drWfwO" data-garden-id="accordions.header" data-garden-version="8.76.2"><button id=":Rad8e76:--trigger:0" role="button" tabindex="0" aria-controls=":Rad8e76:--panel:0" aria-expanded="false" type="button" class="StyledButton-sc-xj3hy7-0 dEksFO Accordionstyle__AccordionLabel-sc-ga9m60-3 bwTZUN" data-garden-id="accordions.button" data-garden-version="8.76.2"><h3 itemProp="name" class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">Why does my business need a live chat app?</h3></button><svg xmlns="http://www.w3.org/2000/svg" width="16" height="16" focusable="false" viewBox="0 0 16 16" aria-hidden="true" theme="[object Object]" data-garden-id="accordions.rotate_icon" data-garden-version="8.76.2" class="StyledRotateIcon-sc-hp435q-0 bMaXIE"><path fill="currentColor" d="M12.688 5.61a.5.5 0 01.69.718l-.066.062-5 4a.5.5 0 01-.542.054l-.082-.054-5-4a.5.5 0 01.55-.83l.074.05L8 9.359l4.688-3.75z"></path></svg></div><section inert="" id=":Rad8e76:--panel:0" aria-hidden="true" aria-labelledby=":Rad8e76:--trigger:0" itemProp="acceptedAnswer" itemType="https://schema.org/Answer" class="StyledPanel-sc-1piryze-0 iUxhVd Accordionstyle__AccordionPanel-sc-ga9m60-4 gnVGEK" data-garden-id="accordions.panel" data-garden-version="8.76.2"><div data-garden-id="accordions.step_inner_panel" data-garden-version="8.76.2" class="StyledInnerPanel-sc-8nbueg-0 gxjxDP"> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Companies will primarily use it to provide prospects, customers, and employees instant one-on-one support without interrupting their browsing flow.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">With the power of live chat, your business can:</p><ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 dnJUmF"><li> Increase sales by proactively engaging customers on your website. </li><li>Help more users in less time and boost satisfaction. </li><li>Anticipate user needs and offer help as soon as they require it. </li></ul> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Many businesses that use live chat software are also looking to add to and improve their digital service offerings. These companies often <a target="_blank" rel="noopener noreferrer" href="/blog/live-chat-vs-phone-support/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">prefer live chat to the phone<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a> because:</p><ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 dnJUmF"><li> It’s more efficient and cost-effective. </li><li>It’s scalable. </li><li>It’s easier to analyse chat transcripts. </li><li>Teams can provide 24/7 support with the help of an AI-powered chatbot. </li></ul> </div></section></div><div itemProp="mainEntity" itemType="https://schema.org/Question" class="StyledSection-sc-v2t9bd-0 bFpvu Accordionstyle__AccordionSection-sc-ga9m60-1 gnqlnn" data-garden-id="accordions.section" data-garden-version="8.76.2"><div role="heading" aria-level="5" data-garden-container-id="containers.accordion" data-garden-container-version="3.0.12" class="StyledHeader-sc-2c6rbr-0 fACeEF Accordionstyle__AccordionHeader-sc-ga9m60-2 drWfwO" data-garden-id="accordions.header" data-garden-version="8.76.2"><button id=":Rad8e76:--trigger:1" role="button" tabindex="0" aria-controls=":Rad8e76:--panel:1" aria-expanded="false" type="button" class="StyledButton-sc-xj3hy7-0 dEksFO Accordionstyle__AccordionLabel-sc-ga9m60-3 bwTZUN" data-garden-id="accordions.button" data-garden-version="8.76.2"><h3 itemProp="name" class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">Is customer service chat the same as live website chat?</h3></button><svg xmlns="http://www.w3.org/2000/svg" width="16" height="16" focusable="false" viewBox="0 0 16 16" aria-hidden="true" theme="[object Object]" data-garden-id="accordions.rotate_icon" data-garden-version="8.76.2" class="StyledRotateIcon-sc-hp435q-0 bMaXIE"><path fill="currentColor" d="M12.688 5.61a.5.5 0 01.69.718l-.066.062-5 4a.5.5 0 01-.542.054l-.082-.054-5-4a.5.5 0 01.55-.83l.074.05L8 9.359l4.688-3.75z"></path></svg></div><section inert="" id=":Rad8e76:--panel:1" aria-hidden="true" aria-labelledby=":Rad8e76:--trigger:1" itemProp="acceptedAnswer" itemType="https://schema.org/Answer" class="StyledPanel-sc-1piryze-0 iUxhVd Accordionstyle__AccordionPanel-sc-ga9m60-4 gnVGEK" data-garden-id="accordions.panel" data-garden-version="8.76.2"><div data-garden-id="accordions.step_inner_panel" data-garden-version="8.76.2" class="StyledInnerPanel-sc-8nbueg-0 gxjxDP"> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Customer service chat (or customer support chat) includes live chat on websites and chatbots. Both types of live chat can be effective for different types of situations.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Chatbots can respond to customer inquiries with conversational support, offering self-service resources or answers to frequently asked questions. Live chat website software can help streamline communication when the situation requires a human touch.</p></div></section></div><div itemProp="mainEntity" itemType="https://schema.org/Question" class="StyledSection-sc-v2t9bd-0 bFpvu Accordionstyle__AccordionSection-sc-ga9m60-1 gnqlnn" data-garden-id="accordions.section" data-garden-version="8.76.2"><div role="heading" aria-level="5" data-garden-container-id="containers.accordion" data-garden-container-version="3.0.12" class="StyledHeader-sc-2c6rbr-0 fACeEF Accordionstyle__AccordionHeader-sc-ga9m60-2 drWfwO" data-garden-id="accordions.header" data-garden-version="8.76.2"><button id=":Rad8e76:--trigger:2" role="button" tabindex="0" aria-controls=":Rad8e76:--panel:2" aria-expanded="false" type="button" class="StyledButton-sc-xj3hy7-0 dEksFO Accordionstyle__AccordionLabel-sc-ga9m60-3 bwTZUN" data-garden-id="accordions.button" data-garden-version="8.76.2"><h3 itemProp="name" class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">Can live chat be added to existing customer service channels?</h3></button><svg xmlns="http://www.w3.org/2000/svg" width="16" height="16" focusable="false" viewBox="0 0 16 16" aria-hidden="true" theme="[object Object]" data-garden-id="accordions.rotate_icon" data-garden-version="8.76.2" class="StyledRotateIcon-sc-hp435q-0 bMaXIE"><path fill="currentColor" d="M12.688 5.61a.5.5 0 01.69.718l-.066.062-5 4a.5.5 0 01-.542.054l-.082-.054-5-4a.5.5 0 01.55-.83l.074.05L8 9.359l4.688-3.75z"></path></svg></div><section inert="" id=":Rad8e76:--panel:2" aria-hidden="true" aria-labelledby=":Rad8e76:--trigger:2" itemProp="acceptedAnswer" itemType="https://schema.org/Answer" class="StyledPanel-sc-1piryze-0 iUxhVd Accordionstyle__AccordionPanel-sc-ga9m60-4 gnVGEK" data-garden-id="accordions.panel" data-garden-version="8.76.2"><div data-garden-id="accordions.step_inner_panel" data-garden-version="8.76.2" class="StyledInnerPanel-sc-8nbueg-0 gxjxDP"> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">You can add live chat to existing customer service channels, including social media channels, a mobile app, or a knowledge base. You can also integrate website chat apps with automations that proactively help customers when they need the most assistance.</p></div></section></div><div itemProp="mainEntity" itemType="https://schema.org/Question" class="StyledSection-sc-v2t9bd-0 bFpvu Accordionstyle__AccordionSection-sc-ga9m60-1 gnqlnn" data-garden-id="accordions.section" data-garden-version="8.76.2"><div role="heading" aria-level="5" data-garden-container-id="containers.accordion" data-garden-container-version="3.0.12" class="StyledHeader-sc-2c6rbr-0 fACeEF Accordionstyle__AccordionHeader-sc-ga9m60-2 drWfwO" data-garden-id="accordions.header" data-garden-version="8.76.2"><button id=":Rad8e76:--trigger:3" role="button" tabindex="0" aria-controls=":Rad8e76:--panel:3" aria-expanded="false" type="button" class="StyledButton-sc-xj3hy7-0 dEksFO Accordionstyle__AccordionLabel-sc-ga9m60-3 bwTZUN" data-garden-id="accordions.button" data-garden-version="8.76.2"><h3 itemProp="name" class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">How can live chat increase the conversion rate for businesses?</h3></button><svg xmlns="http://www.w3.org/2000/svg" width="16" height="16" focusable="false" viewBox="0 0 16 16" aria-hidden="true" theme="[object Object]" data-garden-id="accordions.rotate_icon" data-garden-version="8.76.2" class="StyledRotateIcon-sc-hp435q-0 bMaXIE"><path fill="currentColor" d="M12.688 5.61a.5.5 0 01.69.718l-.066.062-5 4a.5.5 0 01-.542.054l-.082-.054-5-4a.5.5 0 01.55-.83l.074.05L8 9.359l4.688-3.75z"></path></svg></div><section inert="" id=":Rad8e76:--panel:3" aria-hidden="true" aria-labelledby=":Rad8e76:--trigger:3" itemProp="acceptedAnswer" itemType="https://schema.org/Answer" class="StyledPanel-sc-1piryze-0 iUxhVd Accordionstyle__AccordionPanel-sc-ga9m60-4 gnVGEK" data-garden-id="accordions.panel" data-garden-version="8.76.2"><div data-garden-id="accordions.step_inner_panel" data-garden-version="8.76.2" class="StyledInnerPanel-sc-8nbueg-0 gxjxDP"> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Live chat is a great way to build relationships with potential and existing customers. Quickly answering their questions gives them the confidence to purchase or upgrade their accounts.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">According to our CX Trends Report, customers are less likely to abandon their online shopping cart when you proactively offer support with chat. Even if that customer isn’t quite ready to connect, providing a fast and convenient option to get in touch builds trust.</p></div></section></div><div itemProp="mainEntity" itemType="https://schema.org/Question" class="StyledSection-sc-v2t9bd-0 bFpvu Accordionstyle__AccordionSection-sc-ga9m60-1 gnqlnn" data-garden-id="accordions.section" data-garden-version="8.76.2"><div role="heading" aria-level="5" data-garden-container-id="containers.accordion" data-garden-container-version="3.0.12" class="StyledHeader-sc-2c6rbr-0 fACeEF Accordionstyle__AccordionHeader-sc-ga9m60-2 drWfwO" data-garden-id="accordions.header" data-garden-version="8.76.2"><button id=":Rad8e76:--trigger:4" role="button" tabindex="0" aria-controls=":Rad8e76:--panel:4" aria-expanded="false" type="button" class="StyledButton-sc-xj3hy7-0 dEksFO Accordionstyle__AccordionLabel-sc-ga9m60-3 bwTZUN" data-garden-id="accordions.button" data-garden-version="8.76.2"><h3 itemProp="name" class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">Is live chat a real person?</h3></button><svg xmlns="http://www.w3.org/2000/svg" width="16" height="16" focusable="false" viewBox="0 0 16 16" aria-hidden="true" theme="[object Object]" data-garden-id="accordions.rotate_icon" data-garden-version="8.76.2" class="StyledRotateIcon-sc-hp435q-0 bMaXIE"><path fill="currentColor" d="M12.688 5.61a.5.5 0 01.69.718l-.066.062-5 4a.5.5 0 01-.542.054l-.082-.054-5-4a.5.5 0 01.55-.83l.074.05L8 9.359l4.688-3.75z"></path></svg></div><section inert="" id=":Rad8e76:--panel:4" aria-hidden="true" aria-labelledby=":Rad8e76:--trigger:4" itemProp="acceptedAnswer" itemType="https://schema.org/Answer" class="StyledPanel-sc-1piryze-0 iUxhVd Accordionstyle__AccordionPanel-sc-ga9m60-4 gnVGEK" data-garden-id="accordions.panel" data-garden-version="8.76.2"><div data-garden-id="accordions.step_inner_panel" data-garden-version="8.76.2" class="StyledInnerPanel-sc-8nbueg-0 gxjxDP"> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Live chat platforms typically involve one-on-one communication with a real person. Businesses may use a chatbot before connecting customers with live chat agents, but if they advertise the service as a “live chat,” customers should be able to speak with a human.</p></div></section></div><div itemProp="mainEntity" itemType="https://schema.org/Question" class="StyledSection-sc-v2t9bd-0 bFpvu Accordionstyle__AccordionSection-sc-ga9m60-1 gnqlnn" data-garden-id="accordions.section" data-garden-version="8.76.2"><div role="heading" aria-level="5" data-garden-container-id="containers.accordion" data-garden-container-version="3.0.12" class="StyledHeader-sc-2c6rbr-0 fACeEF Accordionstyle__AccordionHeader-sc-ga9m60-2 drWfwO" data-garden-id="accordions.header" data-garden-version="8.76.2"><button id=":Rad8e76:--trigger:5" role="button" tabindex="0" aria-controls=":Rad8e76:--panel:5" aria-expanded="false" type="button" class="StyledButton-sc-xj3hy7-0 dEksFO Accordionstyle__AccordionLabel-sc-ga9m60-3 bwTZUN" data-garden-id="accordions.button" data-garden-version="8.76.2"><h3 itemProp="name" class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">What companies should buy live web chat software?</h3></button><svg xmlns="http://www.w3.org/2000/svg" width="16" height="16" focusable="false" viewBox="0 0 16 16" aria-hidden="true" theme="[object Object]" data-garden-id="accordions.rotate_icon" data-garden-version="8.76.2" class="StyledRotateIcon-sc-hp435q-0 bMaXIE"><path fill="currentColor" d="M12.688 5.61a.5.5 0 01.69.718l-.066.062-5 4a.5.5 0 01-.542.054l-.082-.054-5-4a.5.5 0 01.55-.83l.074.05L8 9.359l4.688-3.75z"></path></svg></div><section inert="" id=":Rad8e76:--panel:5" aria-hidden="true" aria-labelledby=":Rad8e76:--trigger:5" itemProp="acceptedAnswer" itemType="https://schema.org/Answer" class="StyledPanel-sc-1piryze-0 iUxhVd Accordionstyle__AccordionPanel-sc-ga9m60-4 gnVGEK" data-garden-id="accordions.panel" data-garden-version="8.76.2"><div data-garden-id="accordions.step_inner_panel" data-garden-version="8.76.2" class="StyledInnerPanel-sc-8nbueg-0 gxjxDP"> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Live chat is a must-have for small businesses, enterprise companies, e-commerce stores, or any business that serves customers daily. From educating prospective customers about your products to helping current users troubleshoot problems, live chat is an indispensable part of modern customer service.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Investing in live chat software makes sense for companies looking to provide customers with instant support in a more convenient (and cost-effective) way than the phone. It can also be an excellent tool for lead generation. A modern way to connect with customers and drive sales, a live chat solution integrated with your help desk software allows you to provide real-time support, giving your company a competitive edge.</p></div></section></div></div></div></div></div></div></div></section><section class="Basestyle__BaseRoot-sc-3zktjg-1 doXlEM"><div class="Containerstyle__ContainerRoot-sc-1d6dta4-0 cjZCoN"><div class="StyledGrid-sc-oxgg5i-0 izllXr Gridstyle__GridRoot-sc-1uhmtis-0 drMyZp" data-garden-id="grid.grid" data-garden-version="8.76.2"><div class="StyledRow-sc-xjsdg1-0 fsMCSE Gridstyle__Row-sc-1uhmtis-1 bEEqbX" data-garden-id="grid.row" data-garden-version="8.76.2"><div class="StyledCol-sc-inuw62-0 fAWGeY Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"><h2 class="Headingstyle__HeadingRoot-sc-150xww-0 VdMLR">Ready to chat about a free trial?</h2></div><div class="StyledCol-sc-inuw62-0 jHrYwl Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">It’s time to bring your support experience into the modern era and meet your customers where they are with live chat software. Zendesk is scalable and easy to use, deploys quickly and integrates with your existing tech stack. Additionally, with no developer resources necessary, Zendesk works out of the box – saving you time and money. Try our live chat software and <a href="/blog/improve-customer-experience/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">improve your CX</a> from day one.</p><div class="LinkGroupstyle__LinkGroupRoot-sc-1rsp4bh-0 ialojv"><a href="/register/" data-interaction-type="button-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 bbMVeg" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Free trial</a></div></div></div></div></div></section><section class="Basestyle__BaseRoot-sc-3zktjg-1 doXlEM"><div class="Containerstyle__ContainerRoot-sc-1d6dta4-0 cjZCoN"><div class="StyledGrid-sc-oxgg5i-0 izllXr Gridstyle__GridRoot-sc-1uhmtis-0 drMyZp" data-garden-id="grid.grid" data-garden-version="8.76.2"><div class="StyledRow-sc-xjsdg1-0 fsMCSE Gridstyle__Row-sc-1uhmtis-1 bEEqbX" data-garden-id="grid.row" data-garden-version="8.76.2"><div class="StyledCol-sc-inuw62-0 gUTDzE Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"><h2 class="Headingstyle__HeadingRoot-sc-150xww-0 VdMLR">Related live chat software guides</h2></div></div><div class="StyledRow-sc-xjsdg1-0 fsMCSE Gridstyle__Row-sc-1uhmtis-1 bEEqbX" data-garden-id="grid.row" data-garden-version="8.76.2"><div class="StyledCol-sc-inuw62-0 elZec Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Our live chat guides to help fill in the blanks on any unanswered questions.</p></div><div class="StyledCol-sc-inuw62-0 dpHgeZ Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"><div class="LinkGroupstyle__LinkGroupRoot-sc-1rsp4bh-0 ialojv sc-e2fe0354-2 cTaaEo"><a target="_blank" rel="noopener noreferrer" href="https://www.zendesk.com/service/messaging/" data-interaction-type="link-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 ejROSM eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 ehcNMN" data-garden-id="buttons.anchor" data-garden-version="8.76.2"><span class="Linkstyle__LinkText-sc-1cm3ukq-0 iSSENB">Messaging software</span><svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a><a href="/service/messaging/chatbot/" data-interaction-type="link-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 ejROSM eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 ehcNMN" data-garden-id="buttons.anchor" data-garden-version="8.76.2"><span class="Linkstyle__LinkText-sc-1cm3ukq-0 iSSENB">AI chatbots</span></a><a href="/service/messaging/best-free-live-chat-software/" data-interaction-type="link-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 ejROSM eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 ehcNMN" data-garden-id="buttons.anchor" data-garden-version="8.76.2"><span class="Linkstyle__LinkText-sc-1cm3ukq-0 iSSENB">Free live chat software</span></a><a href="/service/messaging/twitter-business/" data-interaction-type="link-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 ejROSM eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 ehcNMN" data-garden-id="buttons.anchor" data-garden-version="8.76.2"><span class="Linkstyle__LinkText-sc-1cm3ukq-0 iSSENB">X (Formerly known as Twitter) for Business</span></a><a href="/service/messaging/wordpress-live-chat/" data-interaction-type="link-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 ejROSM eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 ehcNMN" data-garden-id="buttons.anchor" data-garden-version="8.76.2"><span class="Linkstyle__LinkText-sc-1cm3ukq-0 iSSENB">WordPress Live Chat</span></a><a href="/service/messaging/apple-messages-for-business/" data-interaction-type="link-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 ejROSM eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 ehcNMN" data-garden-id="buttons.anchor" data-garden-version="8.76.2"><span class="Linkstyle__LinkText-sc-1cm3ukq-0 iSSENB">Apple Business Chat</span></a><a href="/service/messaging/whatsapp-business/" data-interaction-type="link-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 ejROSM eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 ehcNMN" data-garden-id="buttons.anchor" data-garden-version="8.76.2"><span class="Linkstyle__LinkText-sc-1cm3ukq-0 iSSENB">WhatsApp for Business</span></a><a href="/service/ai/" data-interaction-type="link-primary" 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type="application/json">{"props":{"pageProps":{"_sentryTraceData":"63614a80e59f4088a0282e60c42169bb-b0b08a9a3922b6d9-0","_sentryBaggage":"sentry-environment=production,sentry-release=Ira_g3owBcF4NaIvX0kgX,sentry-public_key=da50b2d2de4b407e94dc71c34d3bf27e,sentry-trace_id=63614a80e59f4088a0282e60c42169bb,sentry-sample_rate=0.1,sentry-transaction=%2Fservice%2Fmessaging%2F%5Bslug%5D,sentry-sampled=false","meta":{"alternates":{"de":"https://www.zendesk.de/service/messaging/live-chat-software/","es":"https://www.zendesk.es/service/messaging/live-chat-software/","fr":"https://www.zendesk.fr/service/messaging/live-chat-software/","hk":"https://www.zendesk.hk/service/messaging/live-chat-software/","it":"https://www.zendesk.com/it/service/messaging/live-chat-software/","kr":"https://www.zendesk.kr/service/messaging/live-chat-software/","mx":"https://www.zendesk.com.mx/service/messaging/live-chat-software/","nl":"https://www.zendesk.nl/service/messaging/live-chat-software/","th":"https://www.zendesk.com/th/service/messaging/live-chat-software/","tw":"https://www.zendesk.tw/service/messaging/live-chat-software/","sg":"https://www.zendesk.com/sg/service/messaging/live-chat-software/","au":"https://www.zendesk.com/au/service/messaging/live-chat-software/","in":"https://www.zendesk.com/in/service/messaging/live-chat-software/","dk":"https://www.zendesk.com/dk/service/messaging/live-chat-software/","se":"https://www.zendesk.com/se/service/messaging/live-chat-software/","us":"https://www.zendesk.com/service/messaging/live-chat-software/","jp":"https://www.zendesk.co.jp/service/messaging/live-chat-software/","br":"https://www.zendesk.com.br/service/messaging/live-chat-software/","gb":"https://www.zendesk.co.uk/service/messaging/live-chat-software/"},"related":[],"tags":[],"backupLocale":false},"attributes":{"_yoast_wpseo_sitemap-html-include":"-","_encloseme":"1","tier-bg-hero-color":"3","tier-breadcrumb-text":"Live chat software","tier-center-cta-text":"Free trial","tier-center-cta-url":"/register/","tier-center-screen-body":"It’s time to bring your support experience into the modern era and meet your customers where they are with live chat software. Zendesk is scalable and easy to use, deploys quickly and integrates with your existing tech stack. Additionally, with no developer resources necessary, Zendesk works out of the box – saving you time and money. Try our live chat software and \u003ca href=\"/blog/improve-customer-experience/\"\u003eimprove your CX\u003c/a\u003e from day one.","tier-center-screen-checkbox":"1","tier-center-screen-headline":"Ready to chat about a free trial?","tier-copy":[{"tier-copy-headline":"How to choose the best live chat app","tier-copy-body":"\u003ccenter\u003e\r\n\u003ciframe width=\"560\" height=\"315\" src=\"https://www.youtube.com/embed/wTqEIKO3mRo?si=AMumvm4vdTnxOB3F\" title=\"YouTube video player\" frameborder=\"0\" allow=\"accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture; web-share\" allowfullscreen\u003e\u003c/iframe\u003e\r\n\u003c/center\u003e\r\n\r\nWhen it comes to providing live chat support, there are plenty of live chat apps to choose from. The best live chat website software for your company depends on your business model, desired features, \u003ca href=\"/blog/grow-customer-base/\"\u003ecustomer base\u003c/a\u003e and more. But there are common factors to consider when selecting the best live chat services:\r\n\r\n\u003cul\u003e\r\n\u003cli\u003e\u003cstrong\u003eIntegration support:\u003c/strong\u003e to get the most out of your live chat software, it must integrate with the rest of your business ecosystem. Zendesk, for instance, supports more than \u003ca href=\"/marketplace/\"\u003e1,500 plug-and-play integrations\u003c/a\u003e, from marketing automation systems to e-commerce systems like \u003ca href=\"/shopify/\"\u003eShopify\u003c/a\u003e. These integrations empower your support team with a unified view of the customer, complete with data, interaction history and context across channels to personalise conversations.\u003c/li\u003e\r\n\u003cli\u003e\u003cstrong\u003eEase of use:\u003c/strong\u003e let’s face it. Nobody wants to spend their time configuring complex software or stumbling through a clunky interface. Choose a solution like Zendesk that’s easy to use and set up and intuitively designed with support agents in mind. This allows your team to spend more time helping customers and less time learning complex software.\u003c/li\u003e\r\n\u003cli\u003e\u003cstrong\u003eScalability:\u003c/strong\u003e the ideal live chat software can scale with your business. That way, you don’t have to worry about upgrading your plan or switching to a new solution as your support team and customer base grows. Zendesk, for example, is open and flexible to meet the use cases of growing businesses and evolving customer needs. This provides your business with a long-term solution built to grow alongside you.\u003c/li\u003e\r\n\u003cli\u003e\u003cstrong\u003e\u003ca href=\"/blog/agility-total-cost-customer-experience/\"\u003eTotal cost of ownership\u003c/a\u003e:\u003c/strong\u003e when software takes months to implement or requires developer resources, it can add extra expenses and time. Live chat software like Zendesk is fast to set up and works right out of the box with no hidden costs. This enables your team to continue providing stellar service without missing a beat, saving you time and money.\u003c/li\u003e\r\n\u003cli\u003e\u003cstrong\u003eAI:\u003c/strong\u003e the best live chat software includes AI features to help your business streamline processes and do more with less. With our cutting-edge AI technology, Zendesk can intelligently anticipate customer needs, promote self-service support and provide instant answers using natural human language. \u003c/li\u003e\r\n\u003c/ul\u003e\r\n\r\nBy keeping these 5 factors in mind, your business can land on a live chat solution that holistically benefits your organisation for years to come. Next, let’s look at some of the best live chat software to choose from in 2024.","tier-copy-image":"","tier-video-id":""},{"tier-copy-headline":"Best live chat software comparison chart","tier-copy-body":"Find the best live chat system for your business. Our comparison chart breaks down the top options by starting price, free trial length and key features.\r\n\r\n\u003ctable\u003e\r\n \u003ctr\u003e\r\n \u003cth\u003eSoftware\u003c/th\u003e\r\n \u003cth\u003eStarting price\u003c/th\u003e\r\n \u003cth\u003eFree trial\u003c/th\u003e\r\n \u003cth\u003eKey features\u003c/th\u003e\r\n \u003c/tr\u003e\r\n \u003ctr\u003e\r\n \u003ctd\u003eZendesk\u003c/td\u003e\r\n \u003ctd\u003e$55 per agent/month (billed annually)\u003c/td\u003e\r\n \u003ctd\u003e14 days\u003c/td\u003e\r\n \u003ctd\u003e\u003cul\u003e\r\n\u003cli\u003eAI and automation\u003c/li\u003e\r\n\u003cli\u003eUnified omnichannel solution\u003c/li\u003e\r\n\u003cli\u003eReal-time reporting\u003c/li\u003e\r\n\u003cli\u003eIndustry-leading Agent Workspace\u003c/li\u003e\r\n\u003cli\u003eAutomated ticket assignment\u003c/li\u003e\r\n\u003cli\u003eSelf-service\u003c/li\u003e\r\n\u003cli\u003eMultilingual support\u003c/li\u003e\r\n\u003cli\u003ePre-written responses\u003c/li\u003e\r\n\u003c/ul\u003e\u003c/td\u003e\r\n \u003c/tr\u003e\r\n \u003ctr\u003e\r\n \u003ctd\u003eLiveChat\u003c/td\u003e\r\n \u003ctd\u003e$20 per agent/month (billed annually)\u003c/td\u003e\r\n \u003ctd\u003e14 days\u003c/td\u003e\r\n \u003ctd\u003e\u003cul\u003e\r\n\u003cli\u003eAI and automation\u003c/li\u003e\r\n\u003cli\u003eUnified omnichannel solution\u003c/li\u003e\r\n\u003cli\u003eReal-time reporting\u003c/li\u003e\r\n\u003cli\u003eAutomatic chat assignment\u003c/li\u003e\r\n\u003cli\u003eSelf-service\u003c/li\u003e\r\n\u003cli\u003eMultilingual support\u003c/li\u003e\r\n\u003cli\u003ePre-written responses\u003c/li\u003e\r\n\u003c/ul\u003e\u003c/td\u003e\r\n \u003c/tr\u003e\r\n \u003ctr\u003e\r\n \u003ctd\u003eLiveAgent\u003c/td\u003e\r\n \u003ctd\u003e$0 per month (basic features)\u003c/td\u003e\r\n \u003ctd\u003e14 days or 30 days\u003c/td\u003e\r\n \u003ctd\u003e\u003cul\u003e\r\n\u003cli\u003eAI and automation (OpenAI required)\u003c/li\u003e\r\n\u003cli\u003eUnified omnichannel solution\u003c/li\u003e\r\n\u003cli\u003eReal-time reporting\u003c/li\u003e\r\n\u003cli\u003eAutomated ticket assignment\u003c/li\u003e\r\n\u003cli\u003eSelf-service\u003c/li\u003e\r\n\u003cli\u003eMultilingual support\u003c/li\u003e\r\n\u003cli\u003ePre-written responses\u003c/li\u003e\r\n\u003c/ul\u003e\u003c/td\u003e\r\n \u003c/tr\u003e\r\n \u003ctr\u003e\r\n \u003ctd\u003eRe:amaze\u003c/td\u003e\r\n \u003ctd\u003e$26.10 per team member/month (billed annually)\u003c/td\u003e\r\n \u003ctd\u003e14 days\u003c/td\u003e\r\n \u003ctd\u003e\u003cul\u003e\r\n\u003cli\u003eUnified omnichannel solution\u003c/li\u003e\r\n\u003cli\u003eReal-time reporting\u003c/li\u003e\r\n\u003cli\u003eAutomated ticket assignment\u003c/li\u003e\r\n\u003cli\u003eSelf-service\u003c/li\u003e\r\n\u003cli\u003eMultilingual support\u003c/li\u003e\r\n\u003cli\u003ePre-written responses\u003c/li\u003e\r\n\u003c/ul\u003e\u003c/td\u003e\r\n \u003c/tr\u003e\r\n \u003ctr\u003e\r\n \u003ctd\u003etawk.to\u003c/td\u003e\r\n \u003ctd\u003eFree (paid add-ons available)\u003c/td\u003e\r\n \u003ctd\u003eNot applicable\u003c/td\u003e\r\n \u003ctd\u003e\u003cul\u003e\r\n\u003cli\u003eAI and automation (paid add-on)\u003c/li\u003e\r\n\u003cli\u003eReal-time reporting\u003c/li\u003e\r\n\u003cli\u003eSelf-service\u003c/li\u003e\r\n\u003cli\u003eMultilingual support\u003c/li\u003e\r\n\u003cli\u003ePre-written responses\u003c/li\u003e\r\n\u003c/ul\u003e\u003c/td\u003e\r\n \u003c/tr\u003e\r\n\u003ctr\u003e\r\n \u003ctd\u003eTidio\u003c/td\u003e\r\n \u003ctd\u003e$0 per month (basic features)\u003c/td\u003e\r\n \u003ctd\u003e7 days\u003c/td\u003e\r\n \u003ctd\u003e\u003cul\u003e\r\n\u003cli\u003eAI and automation (paid add-on)\u003c/li\u003e\r\n\u003cli\u003eReal-time reporting\u003c/li\u003e\r\n\u003cli\u003eAutomated ticket assignment\u003c/li\u003e\r\n\u003cli\u003eSelf-service (paid add-on)\u003c/li\u003e\r\n\u003cli\u003eMultilingual support\u003c/li\u003e\r\n\u003cli\u003ePre-written responses\u003c/li\u003e\r\n\u003c/ul\u003e\u003c/td\u003e\r\n \u003c/tr\u003e\r\n\u003c/table\u003e","tier-copy-image":"","tier-video-id":""},{"tier-copy-headline":"The 6 best live chat software","tier-copy-body":"Learn more about some common live chat apps to see which one is the right choice for your business needs.\r\n\r\n\u003ch3 id=\"Zendesk for a best-in-class CX software\"\u003e1. \u003ca href=\"/service/messaging/\"\u003eZendesk\u003c/a\u003e\u003c/h3\u003e\r\n\r\n\u003cstrong\u003eUse case:\u003c/strong\u003e best-in-class CX software\r\n\r\n\u003cimg class=\"lazyload no-src\" alt=\"A live chat conversation between an agent and a customer using Zendesk, a live chat software.\" data-src=\"https://d1eipm3vz40hy0.cloudfront.net/images/AMER/screenshotofzendesklivechatsoftware.jpg\" width=100% height=100% /\u003e\r\n\r\n\u003cstrong\u003eZendesk offers AI-powered live chat software\u003c/strong\u003e to empower businesses to offer fast, personalised chat conversations at scale. Our live chat software enables businesses to add live chat support to their site with a no-code widget that can be customised to match their brand. \u003cstrong\u003eSupport teams can also provide live chat support across a variety of chat and messaging channels beyond the web, including mobile, SMS, \u003ca href=\"/service/messaging/facebook-messenger-business/\"\u003eMessenger\u003c/a\u003e, \u003ca href=\"/service/messaging/whatsapp-business/\"\u003eWhatsApp\u003c/a\u003e and more.\u003c/strong\u003e\r\n\r\nWith our unified \u003ca href=\"/service/agent-workspace/\"\u003eAgent Workspace\u003c/a\u003e, agents can collaborate with each other in real time and manage live chat conversations in the same place as all their other channels, such as email or phone. \u003cstrong\u003eThis allows agents to personalise chat conversations with the full context from previous support interactions without juggling numerous dashboards and apps\u003c/strong\u003e. Teams can also integrate our live chat software with their entire business ecosystem to create a 360-degree customer view.\r\n\r\nBusinesses may also use automation and AI to take their chat experience to the next level. For example, teams can use \u003cstrong\u003eautomated translation for multilingual support\u003c/strong\u003e and \u003cstrong\u003eembed pre-written responses within tickets\u003c/strong\u003e to automatically fill in ticket fields, saving agents time. \u003cstrong\u003eZendesk AI can intelligently route tickets to the right agent\u003c/strong\u003e based on agent capacity, skillset, conversation priority, language and intent. Agents can also use Zendesk AI to \u003cstrong\u003equickly expand and shift the tone of their messages\u003c/strong\u003e. At the same time, \u003cstrong\u003eour AI surfaces ticket summaries, similar support interactions and additional insights for faster resolutions\u003c/strong\u003e.\r\n\r\nAnd unlike your support agents, Zendesk AI never sleeps. \u003cstrong\u003e\u003ca href=\"/blog/generative-ai-guide/\"\u003eGenerative AI\u003c/a\u003e powers our \u003ca href=\"/service/messaging/chatbot/\"\u003eAI chatbots\u003c/a\u003e, so they’re always on, pre-trained for CX and ready to go in just a few clicks\u003c/strong\u003e. Zendesk even uses previous bot conversations to suggest which topics need bot support.\r\n\r\nOur complete customer service solution also features advanced \u003ca href=\"/service/analytics/\"\u003ereporting and analytics\u003c/a\u003e capabilities, equipping your support team with valuable, real-time customer data. With prebuilt and customisable dashboards, you can quickly sift through data, gain visibility into every interaction and uncover \u003ca href=\"/blog/consumer-insights/\"\u003ecustomer insights\u003c/a\u003e – no statistics degree required.\r\n\r\nIn addition to being feature-rich, Zendesk is intuitively designed for agents and works out of the box. \u003cstrong\u003eThis allows you to move at the speed of your customers and offer meaningful support from day one without the need for developers or a lengthy setup, saving you time and money\u003c/strong\u003e.\r\n\r\nFinally, \u003cstrong\u003eZendesk is built to last and grow alongside your business\u003c/strong\u003e. As a trusted partner, we ensure your team has the knowledge and resources – like access to a \u003ca href=\"/zendesk-community/\"\u003eworldwide community of CX leaders\u003c/a\u003e – to deliver stellar customer service.\r\n\r\n\r\n\u003ch4\u003ePricing:\u003c/h4\u003e \r\n\r\nStarting at $55 per agent/month, billed annually\r\n\r\n\u003cstrong\u003eExplore more \u003ca href=\"/pricing/\"\u003eZendesk pricing plans\u003c/a\u003e\u003c/strong\u003e.\r\n\r\n\u003ch4\u003eFree trial:\u003c/h4\u003e \r\n\r\n14 days\r\n\r\n\u003cstrong\u003eTake 30 seconds to start a \u003ca href=\"/register/\"\u003efree Zendesk trial\u003c/a\u003e or request a \u003ca href=\"/demo/?demoStep=personal#1\"\u003eZendesk demo\u003c/a\u003e.\u003c/strong\u003e\r\n\r\n\r\n\u003ch3 id=\"LiveChat for e-commerce and B2B SaaS companies\"\u003e2. \u003ca href=\"https://www.livechat.com/\" rel=\"noopener\" target=\"_blank\"\u003eLiveChat\u003c/a\u003e\u003c/h3\u003e\r\n\r\n\u003cstrong\u003eUse case:\u003c/strong\u003e e-commerce and B2B SaaS companies\r\n\r\n\r\n\u003cimg class=\"lazyload no-src\" alt=\"A live chat conversation between an agent and a customer using LiveChat, a live chat software.\" data-src=\"https://d1eipm3vz40hy0.cloudfront.net/images/AMER/screenshotoflivechatlivechatsoftware.jpg\" width=100% height=100% /\u003e\u003ccenter\u003e\u003ccaption\u003e\u003cem\u003e\u003ca href=\"https://www.livechat.com/help/messaging-mode/\" rel=\"noopener\" target=\"_blank\"\u003eImage source\u003c/a\u003e\u003c/em\u003e\u003c/caption\u003e\u003c/center\u003e\r\n\r\nLiveChat is a business live chat software for e-commerce and business-to-business (B2B) software as a service (SaaS) companies. Organisations can use LiveChat to add live chat support to their website or app using a customisable widget. This lets businesses personalise the look and feel of their live chat experience with customisable colours, agent profiles and website placement. LiveChat also includes an AI writing assistant that can help adjust the tone of your messages.\r\n\r\nThe live chat software supports omnichannel messaging, including Messenger, Instagram for Business, SMS, WhatsApp Business and email. LiveChat also includes in-chat voice, video and screen-sharing features,\r\n\r\nand lets e-commerce businesses share their products via live chat using product cards. Product cards are messages that include an image, price and product description. Customers can click on the product card in the chat to add the product to their cart. Support agents can also use LiveChat to share files with customers, including PDFs, images, presentations, spreadsheets, audio files and more.\r\n\r\nWith its reporting and analytics functionality, businesses can access chat reports featuring metrics like total chats, missed chats, chat satisfaction, response time and more. Businesses can also create customised reports highlighting specific customer service data and export LiveChat customised reports as CSV files.\r\n\r\nLiveChat also offers customer engagement features like interactive greetings. With this feature, businesses can set up customised greeting messages to promote products, schedule meetings or encourage users to visit specific web pages. Support agents can also create a library of pre-written responses to aid with chat communications.\r\n\r\nWhile LiveChat supports more than 200 integrations, it doesn’t include a native chatbot, knowledge base or help desk features. To get these features, businesses must integrate with separate software products (HelpDesk, KnowledgeBase and ChatBot) offered by LiveChat’s parent company. This may make LiveChat a poor choice for those looking for a complete customer service solution using a single application.\r\n\r\n\u003ch4\u003ePricing:\u003c/h4\u003e \r\n\r\nStarting at $20 per month for one agent only, billed annually\r\n\r\n\u003ch4\u003eFree trial:\u003c/h4\u003e \r\n\r\n14 days\r\n\r\nLearn about the \u003ca href=\"/marketplace/apps/support/2120/livechat/?queryID=01c04ad8e988bd83ffa753971755209f\"\u003eLiveChat integration for Zendesk\u003c/a\u003e and how Zendesk vs. LiveChat compare.\r\n\r\n\u003ch3 id=\"LiveAgent for a support software for teams\"\u003e3. \u003ca href=\"https://www.liveagent.com/\" rel=\"noopener\" target=\"_blank\"\u003eLiveAgent\u003c/a\u003e\u003c/h3\u003e\r\n\r\n\u003cstrong\u003eUse case:\u003c/strong\u003e support software for teams\r\n\r\n\u003cimg class=\"lazyload no-src\" alt=\"A list of support tickets is listed on LiveAgent, a live chat software.\" data-src=\"https://d1eipm3vz40hy0.cloudfront.net/images/AMER/screenshotoflivaagentlivechatsoftware.jpg\" width=100% height=100% /\u003e\u003ccenter\u003e\u003ccaption\u003e\u003cem\u003e\u003ca href=\"https://www.liveagent.com/academy/free-live-chat-software/\" rel=\"noopener\" target=\"_blank\"\u003eImage source\u003c/a\u003e\u003c/em\u003e\u003c/caption\u003e\u003c/center\u003e\r\n\r\nLiveAgent is a customer support software with live chat functionality. With LiveAgent, businesses can add live chat support to their website using a live chat widget. Businesses can customise widgets to match their branding, including customisable buttons, colours and chat windows. With its real-time typing view feature, support agents can preview what customers are typing before they hit send. Support agents can also create pre-written responses to answer frequently asked questions (FAQs). \r\n\r\nBusinesses can configure LiveAgent chat routing to distribute conversations in different ways. For example, businesses can randomly assign new chats to agents or base assignments on agent workloads.\r\n\r\nThe software supports proactive chat invitations, letting businesses engage website visitors automatically. Businesses may also use LiveAgent to track website visitors and information like their chat history, time on site, geographic location and IP address. \r\n\r\nLiveAgent also offers an omnichannel help desk and ticketing system. With its universal inbox, agents can communicate with customers across channels, including email, WhatsApp, Viber, Instagram, live chat and more. The help desk features a built-in customer relationship management (CRM) tool, allowing businesses to collect and store customer information, including name, past purchases and previous support interactions.\r\n\r\nAdditionally, LiveAgent has real-time reporting and analytics capabilities, including an analytics overview with customer service metrics like customer satisfaction ratings, average chat time and average chat pickup time. LiveAgent also includes an agent rankings feature that offers a complete report of all positive and negative agent reviews. These include the review date, support ticket details and customer comments.\r\n\r\nThe software also includes AI features such as AI-powered grammar correction, multi-language support and tone adjustment. However, businesses can only utilise AI features by connecting their own OpenAI account. Because of this, LiveAgent may not be the best fit for businesses looking for out-of-the-box AI or chatbot capabilities.\r\n\r\n\u003ch4\u003ePricing:\u003c/h4\u003e \r\n\r\nStarting at $0 per month (basic features)\r\n\r\n\u003ch4\u003eFree trial:\u003c/h4\u003e \r\n\r\n14 days with a free email or 30 days with a company email\r\n\r\nSee how \u003ca href=\"/service/comparison/zendesk-vs-liveagent/\"\u003eZendesk compares to LiveAgent\u003c/a\u003e.\r\n\r\n\u003ch3 id=\"Re:amaze for online businesses\"\u003e4. \u003ca href=\"https://www.reamaze.com/\" rel=\"noopener\" target=\"_blank\"\u003eRe:amaze\u003c/a\u003e\u003c/h3\u003e\r\n\r\n\u003cstrong\u003eUse case:\u003c/strong\u003e online businesses\r\n\r\n\u003cimg class=\"lazyload no-src\" alt=\"A list of live chat conversations is displayed on Re:amaze, a live chat platform.\" data-src=\"https://d1eipm3vz40hy0.cloudfront.net/images/AMER/screenshotofreamazelivechatplatform.jpg\" width=100% height=100% /\u003e\u003ccenter\u003e\u003ccaption\u003e\u003cem\u003e\u003ca href=\"https://www.reamaze.com/blog/step-titles-for-custom-chatbots/\" rel=\"noopener\" target=\"_blank\"\u003eImage source\u003c/a\u003e\u003c/em\u003e\u003c/caption\u003e\u003c/center\u003e\r\n\r\nRe:amaze is a customer service, live chat and help desk platform for online businesses. Its live chat offerings include a chat widget with customisable theme colours and icons. Businesses can add a searchable help centre to their live chat widget, allowing customers to access self-support resources. Additionally, businesses can control the visibility of certain topics and create a library of assets for internal use only.\r\n\r\nWith regard to support, agents can escalate live chat conversations to video calls. The live chat platform also features file-sharing capabilities, chat transcripts and chat view/read indicators. \r\n\r\nWith Re:amaze, businesses have access to prebuilt and customised chatbots. Its prebuilt bots range in functionality, from gathering initial customer information to finding customer order statuses. Businesses may also configure customised, no-code chatbots and can create a unique chatbot identity and customised responses. Businesses may also use Re:amaze to set up automated responses for specific messaging channels.\r\n\r\nRe:amaze features a shared inbox help desk that allows support agents to manage customer conversations from multiple channels, including SMS, email, live chat, Messenger and Instagram. Agents can also view coworker conversations and see when another agent is already helping a customer. Additionally, the shared inbox includes customisable reminders, notes and notification features.\r\n\r\nThe customer service platform includes real-time reporting functionality, including individualised reports for each channel. This lets businesses track customer service quality and performance metrics like response time, chat volume, first response resolve rate and customer satisfaction ratings.\r\n\r\nAdditionally, Re:amaze offers AI features powered by OpenAI’s GPT models. These include AI-suggested responses, language translations and chat summaries. Unlike some other live chat support software, Re:amaze’s AI features are still in beta testing. Because of this, businesses that want to fully utilise generative AI and automation features may opt for a more established solution.\r\n\r\n\r\n\u003ch4\u003ePricing:\u003c/h4\u003e \r\n\r\nStarting at $26.10 per team member/month, billed annually.\r\n\r\n\u003ch4\u003eFree trial:\u003c/h4\u003e \r\n\r\n14 days\r\n\r\n\r\n\u003ch3 id=\"Tawk.to for a free live chat solution\"\u003e5. \u003ca href=\"https://www.tawk.to/\" rel=\"noopener\" target=\"_blank\"\u003etawk.to\u003c/a\u003e\u003c/h3\u003e\r\n\r\n\u003cstrong\u003eUse case:\u003c/strong\u003e free live chat solution\r\n\r\n\u003cimg class=\"lazyload no-src\" alt=\"A chat widget is customized using tawk.to, a live chat software.\" data-src=\"https://d1eipm3vz40hy0.cloudfront.net/images/AMER/screenshotoftawktolivechatsoftware.jpg\" width=100% height=100% /\u003e\u003ccenter\u003e\u003ccaption\u003e\u003cem\u003e\u003ca href=\"https://www.tawk.to/vl-using-the-pre-chat-form/\" rel=\"noopener\" target=\"_blank\"\u003eImage source\u003c/a\u003e\u003c/em\u003e\u003c/caption\u003e\u003c/center\u003e\r\n\r\nThe tawk.to platform is a free live chat software for websites. With tawk.to, businesses can monitor and chat with website and app visitors using a customisable chat widget. Businesses can add the chat widget to their site by adding a JavaScript snippet. The software also has a mobile app for iOS and Android devices, allowing agents to receive notifications and answer customer questions on the go.\r\n\r\nThe free live chat support software features multilingual capabilities, allowing businesses to communicate in over 45 languages. Additionally, support agents can create a library of pre-written responses to answer common customer questions. \r\n\r\nIn addition to its live chat features, tawk.to offers a free customisable knowledge base. Businesses can add self-service content using tawk.to’s block-based editor to add text, images, videos, GIFs and more, as well as create customised categories and control where and for whom content is displayed.\r\n\r\nBusinesses can use tawk.to to access reporting dashboards covering metrics such as chat volume, average chat duration, first response time and number of missed chats. They can also monitor customer activity in real time, including where visitors are on your site and how often they visit. Support agents can also see a complete conversation history for any customer.\r\n\r\nWhile its core offerings are free, some features businesses might expect in live chat support software may be lacking. For example, tools like AI assist (starts at $29 per month), voice, video and screen sharing ($49 per month) and the ability to remove tawk.to branding ($19 per month) are all paid add-ons. This increases the total cost of ownership of the software and may lead businesses looking for these key features to consider a paid option instead.\r\n\r\n\r\n\u003ch4\u003ePricing:\u003c/h4\u003e \r\n\r\nFree (paid add-ons available)\r\n\r\n\u003ch4\u003eFree trial:\u003c/h4\u003e \r\n\r\nNot applicable\r\n\r\n\r\n\u003ch3 id=\"Tidio for a standard support software\"\u003e6. \u003ca href=\"https://www.tidio.com/\" rel=\"noopener\" target=\"_target\"\u003eTidio\u003c/a\u003e\u003c/h3\u003e\r\n\r\n\u003cstrong\u003eUse case:\u003c/strong\u003e standard support software\r\n\r\n\u003cimg class=\"lazyload no-src\" alt=\"A chat conversation between an agent and a customer via Tidio, a live chat software.\" data-src=\"https://d1eipm3vz40hy0.cloudfront.net/images/AMER/screenshotoftidiolivechatsoftware.jpg\" width=100% height=100% /\u003e\u003ccenter\u003e\u003ccaption\u003e\u003cem\u003e\u003ca href=\"https://www.tidio.com/blog/add-chat-to-website/\" rel=\"noopener\" target=\"_target\"\u003eImage source\u003c/a\u003e\u003c/em\u003e\u003c/caption\u003e\u003c/center\u003e\r\n\r\nTidio is an AI customer service software with live chat features. Support agents can communicate with website visitors using a customisable widget or dedicated chat page through Tidio’s browser, desktop or mobile apps. The chat widget includes live typing features and read receipts, allowing agents to see what customers are typing before they hit send and when they’ve viewed a message.\r\n\r\nThe software lets agents create a library of pre-written responses for common questions. Tidio also offers pre-chat surveys that help collect customer data at the beginning of a chat. At the end of a conversation, agents can save chat transcripts to their devices or share them via email.\r\n\r\nTidio also features a multichannel help desk and ticketing system that works with channels like email, Messenger, WhatsApp and more. Businesses can customise the ticketing experience by adding priorities, notes and customised tags to each ticket. Additionally, businesses can set up different departments for ticket routing. For example, if a customer has a question related to sales, the ticket will be routed to the sales support department.\r\n\r\nBusinesses can also use Tidio for reporting and analytics. This allows businesses to track metrics like first response time, time to close, customer satisfaction, missed conversations and total conversations. Businesses can compare data using charts and filter data by specific messaging channels.\r\n\r\nIn addition to its live chat and help desk features, Tidio also offers chatbot and AI functionality. Tidio features a visual chatbot builder that can be used to create customised chatbot flows, as well as prebuilt chatbot templates. The customer service software also features Lyro AI, a conversational AI tool that can answer customer questions and generate personalised responses.\r\n\r\nUnlike some other live chat support software, Tidio’s chatbot and AI functionality include their own pricing plans. This can lead to an increased total cost of ownership.\r\n\r\n\u003ch4\u003ePricing:\u003c/h4\u003e \r\n\r\nStarting at $0 per month (basic features)\r\n\r\n\u003ch4\u003eFree trial:\u003c/h4\u003e\r\n\r\n 7 days\r\n","tier-copy-image":"","tier-video-id":""},{"tier-copy-headline":"Frequently asked questions","tier-copy-body":"\u003cdiv class=\"accordion theme-default js-accordion faq-accordion\"\u003e\r\n \u003cdiv class=\"accordion-item\"\u003e\r\n \u003cdiv class=\"accordion-closed\"\u003e\r\n \u003ch3\u003eWhat companies should buy live web chat software?\u003c/h3\u003e\r\n \u003c/div\u003e\r\n \u003cdiv class=\"accordion-open\"\u003e\r\n \u003cp\u003eLive chat is a must-have for small businesses, enterprise companies, e-commerce stores or any business that serves customers. From educating prospective customers about your products to helping current users troubleshoot problems, live chat is an indispensable part of modern \u003ca href=\"/blog/customer-service-skills/\"\u003ecustomer service\u003c/a\u003e.\r\n\r\nInvesting in live chat support software makes sense for companies looking to provide customers with instant support in a more convenient (and cost-effective) way than simply using the phone. It can also be an excellent tool for lead generation. As modern way to connect with customers and drive sales, a live chat solution integrated with your \u003ca href=\"/service/help-desk-software/\"\u003ehelp desk software\u003c/a\u003e allows you to provide real-time support, giving your company a competitive edge.\r\n\u003c/p\u003e\r\n \u003c/div\u003e\r\n \u003c/div\u003e\r\n \u003cdiv class=\"accordion-item\"\u003e\r\n \u003cdiv class=\"accordion-closed\"\u003e\r\n \u003ch3\u003eWhat are the different types of live chat software?\u003c/h3\u003e\r\n \u003c/div\u003e\r\n \u003cdiv class=\"accordion-open\"\u003e\r\n \u003cp\u003eThere are several types of live chat, and as technology evolves, the options continue to grow beyond basic web chat. Here are a few of the most commonly used types of live chat:\r\n\u003cul\u003e\r\n\u003cli\u003e\u003cstrong\u003eStandalone live chat software:\u003c/strong\u003e unlike other live chat options, standalone live chat software focuses solely on live chat. If this isn’t connected to your other channels, this can often result in siloed customer conversations.\u003c/li\u003e\r\n\u003cli\u003e\u003cstrong\u003eOmnichannel live chat software:\u003c/strong\u003e these platforms integrate multiple communication channels – such as live chat, email, phone and social media – into a unified interface.\u003c/li\u003e\r\n\u003cli\u003e\u003cstrong\u003eChat widget:\u003c/strong\u003e a chat widget lets customers message you via a chat window on your website or mobile app.\u003c/li\u003e\r\n\u003cli\u003e\u003cstrong\u003e\u003ca href=\"/service/messaging/messaging-platforms/\"\u003eMessaging apps\u003c/a\u003e:\u003c/strong\u003e with messaging apps, customers can contact you through channels like SMS, social media, WhatsApp, Apple Business Chat and Messenger.\u003c/li\u003e\r\n\u003cli\u003e\u003cstrong\u003eAI chatbots:\u003c/strong\u003e automated chatbots can engage with customers, handle basic queries, guide them through procedures or collect information before a live agent takes over.\u003c/li\u003e\r\n\u003c/ul\u003e\r\n\r\nWhen choosing between different types of live chat software, consider the specific needs of your business.\r\n\u003c/p\u003e\r\n \u003c/div\u003e\r\n \u003c/div\u003e\r\n \u003cdiv class=\"accordion-item\"\u003e\r\n \u003cdiv class=\"accordion-closed\"\u003e\r\n \u003ch3\u003eWhat are the benefits of live chat software?\u003c/h3\u003e\r\n \u003c/div\u003e\r\n \u003cdiv class=\"accordion-open\"\u003e\r\n \u003cp\u003eThe benefits of live chat software include:\r\n\u003cul\u003e\r\n\u003cli\u003eIncreased support efficiency\u003c/li\u003e\r\n\u003cli\u003eDecreased support costs\u003c/li\u003e\r\n\u003cli\u003eImproved customer satisfaction\u003c/li\u003e\r\n\u003cli\u003eImproved customer loyalty\u003c/li\u003e\r\n\u003cli\u003eIncreased sales\u003c/li\u003e\r\n\u003cli\u003eReduced shopping cart abandonment\u003c/li\u003e\r\n\u003c/ul\u003e\r\n\u003c/p\u003e\r\n \u003c/div\u003e\r\n\u003c/div\u003e\r\n \u003cdiv class=\"accordion-item\"\u003e\r\n \u003cdiv class=\"accordion-closed\"\u003e\r\n \u003ch3\u003eWhat’s the difference between live chat and help desk software?\u003c/h3\u003e\r\n \u003c/div\u003e\r\n \u003cdiv class=\"accordion-open\"\u003e\r\n \u003cp\u003eThe difference between live chat and help desk software is that live chat software focuses on one-on-one chat conversations between customers and support agents. In contrast, help desk software fields support enquiries across multiple channels, like \u003ca href=\"/service/ticketing-system/email-management-software/\"\u003eemail\u003c/a\u003e, \u003ca href=\"/service/voice/text/\"\u003eSMS\u003c/a\u003e, \u003ca href=\"/service/voice/\"\u003evoice\u003c/a\u003e, Messenger and live chat.\r\n\r\nWith a complete customer service solution like Zendesk, businesses can reap the benefits of help desk and live chat software using one platform.\r\n\u003c/p\u003e\r\n \u003c/div\u003e\r\n\u003c/div\u003e\r\n\u003c/div\u003e","tier-copy-image":"","tier-video-id":""},{"tier-copy-headline":"What are the different types of live chat software?","tier-copy-body":"When someone mentions live chat software, many people think of web chat. However, there are several types of live chat, and as technology evolves, the options continue to grow. Here are a few of the most commonly used types of live chat.\r\n\r\n\u003cul\u003e\r\n\t\u003cli\u003e\u003cstrong\u003eText or SMS:\u003c/strong\u003e Customers can text your \u003ca href=\"/service/voice/toll-free-numbers/\" rel=\"noopener\" target=\"_blank\"\u003efreephone number\u003c/a\u003e for live chat support.\u003c/li\u003e\r\n\u003cbr\u003e\r\n\t\u003cli\u003e\u003cstrong\u003eSocial messaging apps:\u003c/strong\u003e Customers can contact you through WhatsApp, Apple Messages for Business, or Messenger.\u003c/li\u003e\r\n\u003cbr\u003e\r\n\t\u003cli\u003e\u003cstrong\u003eChat widget:\u003c/strong\u003e Customers can message you via a chat window that pops up on your website or mobile app.\u003c/li\u003e\r\n\u003cbr\u003e\r\n\t\u003cli\u003e\r\n\u003cstrong\u003e\u003ca href=\"/service/ticketing-system/social-media-customer-service/\" rel=\"noopener\" target=\"_blank\"\u003eSocial media\u003c/a\u003e:\u003c/strong\u003e Customers can privately send your business a direct message (DM) or tag your business in a post on their social media profiles.\u003c/li\u003e\r\n\u003cbr\u003e\r\n\t\u003cli\u003e\u003cstrong\u003e\u003ca href=\"/service/voice/\" rel=\"noopener\" target=\"_blank\"\u003eVoice\u003c/a\u003e or video:\u003c/strong\u003e Customers can connect through live conversation via phone or video— live chat doesn’t have to be limited to text.\u003c/li\u003e\r\n\u003c/ul\u003e\r\n\r\nLink each of these live chat channels to your omnichannel agent workspace. This allows you to view, track, and respond to all messages from that unified location, so you can seamlessly continue customer conversations. \r\n\r\n\u003cspan id=\"Benefits of live chat software\"\u003e\u003c/span\u003e","tier-copy-image":"","tier-video-id":""},{"tier-copy-headline":"Benefits of live chat software","tier-copy-body":"Let’s take a look at the benefits of live chat software. Some businesses may find more value in certain benefits over others. Our list contains a few benefits that businesses look for when investing in live chat.\r\n\r\n\u003cul class=\"list-check-circle-fill\"\u003e\r\n\r\n\u003ch3\u003e\u003cli\u003eDrive more efficiency and cost savings\u003c/li\u003e\u003c/h3\u003e\r\n\r\nLive chat helps support teams do more with less. Unlike phone support, agents can handle simultaneous chats across multiple channels, which means increased efficiency and cost savings. After implementing live chat in its online store, \u003ca href=\"/customer/spartan-race/\" rel=\"noopener\" target=\"_blank\"\u003eSpartan Race\u003c/a\u003e saw a 23 percent improvement in efficiency—plus a 27 percent increase in sales.\r\n\r\n\u003ch3\u003e\u003cli\u003eImprove customer satisfaction and loyalty\u003c/li\u003e\u003c/h3\u003e\r\n\r\nLive chat software allows you to engage with prospects and customers quickly. With the right live chat solution, users can:\r\n\r\n\u003c/ul\u003e\r\n\r\n\u003cul\u003e\r\n\t\u003cli\u003eSelf-serve with relevant knowledge base content, delivered by a chatbot\u003c/li\u003e\r\n\r\n\t\u003cli\u003eRequest to connect with a live agent\u003c/li\u003e\r\n\r\n\t\u003cli\u003eLeave a message for internal or external support\u003c/li\u003e\r\n\r\n\t\u003cli\u003eContinue conversations from where they left off\u003c/li\u003e\r\n\u003c/ul\u003e\r\n\r\nAdditionally, businesses can offer 24/7 support to customers because chatbots and \u003ca href=\"/service/help-center/customer-self-service/\" rel=\"noopener\" target=\"_blank\"\u003eself-serve options\u003c/a\u003e are always available. The result is higher customer satisfaction (CSAT) scores and a support team that can scale more effectively than ever.\r\n\r\n\u003cul class=\"list-check-circle-fill\"\u003e\r\n\r\n\u003ch3\u003e\u003cli\u003eBoost sales and reduce shopping cart abandonment\u003c/li\u003e\u003c/h3\u003e\r\n\r\nProactive engagement through live chat reduces online cart abandonment and increases sales. Our CX Trends Report found that assisting a customer with proactive, conversational support can help resolve an issue immediately—improving the \u003ca href=\"/blog/buyer-journey/\" rel=\"noopener\" target=\"_blank\"\u003ebuyer’s journey\u003c/a\u003e and encouraging them to make a purchase. \r\n\r\nFor example, if a customer is experiencing a problem with the business’s online shopping cart, offering support while they’re on the page can eliminate the problem holding up the sale.\r\n\r\nThe stats in our CX Trends Report reflect how live chat can increase the lifetime value of your customers. But it’s not just your customers—live chat can also make your agents more valuable. Here are a few ways live chat can help your agents.\r\n\r\n\u003c/ul\u003e\r\n\r\n\u003cul\u003e\r\n\t\u003cli\u003eChatbots and self-service options filter out easy, repetitive questions.\u003c/li\u003e\r\n\r\n\t\u003cli\u003eAutomation handles tedious logistics, like tagging and routing support tickets.\u003c/li\u003e\r\n\r\n\t\u003cli\u003eChat analytics deliver relevant insights.\u003c/li\u003e\r\n\u003c/ul\u003e\r\n\r\nBy filtering simple queries, chatbots enable live agents to focus on providing personalised support. In our CX Trends Report, 77 percent of businesses agree that personalization increases customer retention and lowers acquisition costs. After implementing live chat support, \u003ca href=\"/customer/smiles/\" rel=\"noopener\" target=\"_blank\"\u003eSmiles\u003c/a\u003e saw a boost in sales and increased its contracts from 100 to 1,000 per month.\r\n\r\n\u003cspan id=\"How to choose the right live chat support software\"\u003e\u003c/span\u003e","tier-copy-image":"","tier-video-id":""},{"tier-copy-headline":"How to choose the right live chat support software","tier-copy-body":"\u003cimg class=\"lazyload no-src\" alt=\"Live chat software considerations\" data-src=\"https://d1eipm3vz40hy0.cloudfront.net/images/AMER/livechatsoftware114.png\" width=100% height=100% /\u003e\r\n\r\nThe best live chat website software for your company depends on your business model, desired features, customer base, and more. But there are common factors to consider when selecting the best live chat services.\r\n\r\n\u003ch3\u003eIntegration with your support ecosystem\u003c/h3\u003e\r\n\r\nTo get the most out of your live chat software, it must integrate with your current support ecosystem, be powerful enough to handle complex business needs, and offer tools that set your teams up for success. It needs to work with the people, processes, and tools your agents already use.\r\n\r\nLive chat integration provides agents with a unified view of the customer, complete with customer data, interaction history, and context from across channels. This prevents \u003ca href=\"/blog/customer-pain-points/\" rel=\"noopener\" target=\"_blank\"\u003ecustomer pain points\u003c/a\u003e—like repeating information while being routed between different departments—and ensures that everyone (including chatbots) has the context needed to create a consistent, personalised experience.\r\n\r\n\u003ch3\u003eEase of use and fast implementation\u003c/h3\u003e\r\n\r\nThe best chat software is intuitive. When software takes months to implement and doesn’t integrate well with existing systems, it can add extra costs and time to train agents. Software that sets up fast and works right out of the box lets your team continue providing stellar service without missing a beat.\r\n\r\n\u003ch3\u003eScalability and total cost of ownership\u003c/h3\u003e\r\n\r\nThe ideal live chat software is flexible enough to grow with your scaling business. Provided your live chat software gets deployed within an agile, centralised workspace, live chat website tools should be:\r\n\r\n\u003cul\u003e\r\n\t\u003cli\u003e\u003cstrong\u003eScalable:\u003c/strong\u003e One-to-many interactions enable agents to serve multiple customers or employees concurrently.\u003c/li\u003e\r\n\u003cbr\u003e\r\n\t\u003cli\u003e\u003cstrong\u003eFast:\u003c/strong\u003e Automated workflows and self-service options help users solve simple issues quickly.\u003c/li\u003e\r\n\u003cbr\u003e\r\n\t\u003cli\u003e\u003cstrong\u003ePersonal:\u003c/strong\u003e Chatting with support agents feels much more like the back-and-forth customers have with their family and friends.\u003c/li\u003e\r\n\r\n\u003c/ul\u003e\r\n\r\n\u003cspan id=\"Live chat platform FAQ\"\u003e\u003c/span\u003e","tier-copy-image":"","tier-video-id":""},{"tier-copy-headline":"Live chat platform FAQ","tier-copy-body":"Here are some common questions businesses ask when choosing live chat software. \r\n\r\n\u003cdiv class=\"accordion theme-default js-accordion faq-accordion\"\u003e\r\n \u003cdiv class=\"accordion-item\"\u003e\r\n \u003cdiv class=\"accordion-closed\"\u003e\r\n\r\n\u003ch3\u003eWhy does my business need a live chat app?\u003c/h3\u003e\r\n\r\n \u003c/div\u003e\r\n \u003cdiv class=\"accordion-open\"\u003e\r\n\r\nCompanies will primarily use it to provide prospects, customers, and employees instant one-on-one support without interrupting their browsing flow.\r\n\r\nWith the power of live chat, your business can:\r\n\r\n\u003cul\u003e\r\n\t\u003cli\u003eIncrease sales by proactively engaging customers on your website.\u003c/li\u003e\r\n\r\n\t\u003cli\u003eHelp more users in less time and boost satisfaction.\u003c/li\u003e\r\n\r\n\t\u003cli\u003eAnticipate user needs and offer help as soon as they require it.\u003c/li\u003e\r\n\u003c/ul\u003e\r\n\r\nMany businesses that use live chat software are also looking to add to and improve their digital service offerings. These companies often \u003ca href=\"/blog/live-chat-vs-phone-support/\" rel=\"noopener\" target=\"_blank\"\u003eprefer live chat to the phone\u003c/a\u003e because:\r\n\r\n\u003cul\u003e\r\n\t\u003cli\u003eIt’s more efficient and cost-effective.\u003c/li\u003e\r\n\r\n\t\u003cli\u003eIt’s scalable.\u003c/li\u003e\r\n\r\n\t\u003cli\u003eIt’s easier to analyse chat transcripts.\u003c/li\u003e\r\n\r\n\t\u003cli\u003eTeams can provide 24/7 support with the help of an AI-powered chatbot.\u003c/li\u003e\r\n\u003c/ul\u003e\r\n\r\n\u003c/div\u003e\r\n\r\n \u003c/div\u003e\r\n \u003cdiv class=\"accordion-item\"\u003e\r\n \u003cdiv class=\"accordion-closed\"\u003e\r\n\r\n\u003ch3\u003eIs customer service chat the same as live website chat?\u003c/h3\u003e\r\n\r\n \u003c/div\u003e\r\n \u003cdiv class=\"accordion-open\"\u003e\r\n\r\nCustomer service chat (or customer support chat) includes live chat on websites and chatbots. Both types of live chat can be effective for different types of situations. \r\n\r\nChatbots can respond to customer inquiries with conversational support, offering self-service resources or answers to frequently asked questions. Live chat website software can help streamline communication when the situation requires a human touch. \r\n\r\n\u003c/div\u003e\r\n\r\n \u003c/div\u003e\r\n \u003cdiv class=\"accordion-item\"\u003e\r\n \u003cdiv class=\"accordion-closed\"\u003e\r\n\r\n\u003ch3\u003eCan live chat be added to existing customer service channels?\u003c/h3\u003e\r\n\r\n \u003c/div\u003e\r\n \u003cdiv class=\"accordion-open\"\u003e\r\n\r\nYou can add live chat to existing customer service channels, including social media channels, a mobile app, or a knowledge base. You can also integrate website chat apps with automations that proactively help customers when they need the most assistance.\r\n\r\n\u003c/div\u003e\r\n\r\n \u003c/div\u003e\r\n \u003cdiv class=\"accordion-item\"\u003e\r\n \u003cdiv class=\"accordion-closed\"\u003e\r\n\r\n\u003ch3\u003eHow can live chat increase the conversion rate for businesses?\u003c/h3\u003e\r\n\r\n \u003c/div\u003e\r\n \u003cdiv class=\"accordion-open\"\u003e\r\n\r\nLive chat is a great way to build relationships with potential and existing customers. Quickly answering their questions gives them the confidence to purchase or upgrade their accounts. \r\n\r\nAccording to our CX Trends Report, customers are less likely to abandon their online shopping cart when you proactively offer support with chat. Even if that customer isn’t quite ready to connect, providing a fast and convenient option to get in touch builds trust.\r\n\r\n\u003c/div\u003e\r\n\r\n \u003c/div\u003e\r\n \u003cdiv class=\"accordion-item\"\u003e\r\n \u003cdiv class=\"accordion-closed\"\u003e\r\n\r\n\u003ch3\u003eIs live chat a real person?\u003c/h3\u003e\r\n\r\n \u003c/div\u003e\r\n \u003cdiv class=\"accordion-open\"\u003e\r\n\r\nLive chat platforms typically involve one-on-one communication with a real person. Businesses may use a chatbot before connecting customers with live chat agents, but if they advertise the service as a “live chat,” customers should be able to speak with a human.\r\n\r\n\u003c/div\u003e\r\n\r\n \u003c/div\u003e\r\n \u003cdiv class=\"accordion-item\"\u003e\r\n \u003cdiv class=\"accordion-closed\"\u003e\r\n\r\n\u003ch3\u003eWhat companies should buy live web chat software?\u003c/h3\u003e\r\n\r\n \u003c/div\u003e\r\n \u003cdiv class=\"accordion-open\"\u003e\r\n\r\nLive chat is a must-have for small businesses, enterprise companies, e-commerce stores, or any business that serves customers daily. From educating prospective customers about your products to helping current users troubleshoot problems, live chat is an indispensable part of modern customer service.\r\n\r\nInvesting in live chat software makes sense for companies looking to provide customers with instant support in a more convenient (and cost-effective) way than the phone. It can also be an excellent tool for lead generation. A modern way to connect with customers and drive sales, a live chat solution integrated with your help desk software allows you to provide real-time support, giving your company a competitive edge.\r\n\r\n\u003c/div\u003e\r\n\u003c/div\u003e\r\n\u003c/div\u003e","tier-copy-image":"","tier-video-id":""}],"tier-cta-1-text":"Free trial","tier-cta-1-url":"/register/","tier-cta-2-text":"View demo","tier-cta-2-url":"/register/","tier-cta-checkbox":"1","tier-cta-headline":"See Zendesk live chat in action","tier-footer-ctas":[{"tier-footer-cta-text":"","tier-footer-cta-url":""}],"tier-hero-ctas":[{"tier-hero-cta-text":"View demo","tier-hero-cta-url":"/demo/?demoStep=personal#1"}],"tier-hero-description":"From ordering a takeaway to searching “What film were they in?”, technology has changed how quickly we expect to receive results and information. The same can be said for customers. Nowadays, consumers expect support experiences to be as quick as possible, but meeting that demand can be difficult without the right tools. \r\n\r\nEnter live chat support. Live chat software allows a customer conversation to happen in real time on a business’s website, mobile app or messaging channels like Messenger, WhatsApp and Slack. Customers can quickly get help using the channels they like the most, leading to a positive \u003ca href=\"/blog/why-companies-should-invest-in-the-customer-experience/\"\u003ecustomer experience (CX)\u003c/a\u003e.\r\n\r\nAs with any business decision, choosing live chat software may seem intimidating. To help you make the right choice for your business, we’ve gathered the 6 best live chat software for 2024.\r\n\r\n\u003cul\u003e\r\n\u003cli\u003e\u003ca href=\"#Zendesk for a best-in-class CX software\"\u003eZendesk for a best-in-class CX software\u003c/a\u003e\u003c/li\u003e\r\n\u003cli\u003e\u003ca href=\"#LiveChat for e-commerce and B2B SaaS companies\"\u003eLiveChat for e-commerce and B2B SaaS companies\u003c/a\u003e\u003c/li\u003e\r\n\u003cli\u003e\u003ca href=\"#LiveAgent for a support software for teams\"\u003eLiveAgent for a support software for teams\u003c/a\u003e\u003c/li\u003e\r\n\u003cli\u003e\u003ca href=\"#Re:amaze for online businesses\"\u003eRe:amaze for online businesses\u003c/a\u003e\u003c/li\u003e\r\n\u003cli\u003e\u003ca href=\"#Tawk.to for a free live chat solution\"\u003eTawk.to for a free live chat solution\u003c/a\u003e\u003c/li\u003e\r\n\u003cli\u003e\u003ca href=\"#Tidio for a standard support software\"\u003eTidio for a standard support software\u003c/a\u003e\u003c/li\u003e\r\n\u003c/ul\u003e\r\n\r\nFollow along to learn more about each of these live chat apps and what you should consider when making your choice.\r\n","tier-hero-headline":"6 live chat software for 2024","tier-hero-image":"https://d1eipm3vz40hy0.cloudfront.net/images/AMER/livechatsoftwarehero.png","tier-hero-subheading":"Live chat software and apps help you deliver fast, personalised and secure support over your customers’ favourite channels. Get started today.","tier-parent-url":"/service/messaging/","tier-resource-checkbox":"1","tier-resource-description":"Our live chat guides to help fill in the blanks on any unanswered questions.","tier-resource-headline":"Related live chat software guides","tier-resource-links":"\u003cul\u003e\r\n\u003cli\u003e\u003ca href=\"https://www.zendesk.com/service/messaging/\"\u003eMessaging software\u003c/a\u003e\u003c/li\u003e\r\n\u003cli\u003e\u003ca href=\"/service/messaging/chatbot/\"\u003eAI chatbots\u003c/a\u003e\u003c/li\u003e\r\n\u003cli\u003e\u003ca href=\"/service/messaging/best-free-live-chat-software/\"\u003eFree live chat software\u003c/a\u003e\u003c/li\u003e\r\n\u003cli\u003e\u003ca href=\"/service/messaging/twitter-business/\"\u003eX (Formerly known as Twitter) for Business\u003c/a\u003e\u003c/li\u003e\r\n\u003cli\u003e\u003ca href=\"/service/messaging/wordpress-live-chat/\"\u003eWordPress Live Chat\u003c/a\u003e\u003c/li\u003e\r\n\u003cli\u003e\u003ca href=\"/service/messaging/apple-messages-for-business/\"\u003eApple Business Chat\u003c/a\u003e\u003c/li\u003e\r\n\u003cli\u003e\u003ca href=\"/service/messaging/whatsapp-business/\"\u003eWhatsApp for Business\u003c/a\u003e\u003c/li\u003e\r\n\u003cli\u003e\u003ca href=\"/service/ai/\"\u003eZendesk AI\u003c/a\u003e\u003c/li\u003e\r\n\u003cli\u003e\u003ca href=\"/service/messaging/wordpress-chatbot/\"\u003eWordPress chatbot\u003c/a\u003e\u003c/li\u003e\r\n\u003cli\u003e\u003ca href=\"/service/messaging/shopify-live-chat/\"\u003eShopify live chat\u003c/a\u003e\u003c/li\u003e\r\n\u003c/ul\u003e\r\n","tier-subheading":"The 6 best live chat software for customer service in 2024","_edit_lock":"1722897299:5501","_edit_last":"5501","_tms_delivery":"2024-05-29 23:54:13","_wp_old_slug":"live-chat","last_modified_by":"alopez","canonical":"https://www.zendesk.co.uk/service/messaging/live-chat-software/","seoTitle":"6 best live chat software and apps of 2024","seoDescription":"Live chat helps you deliver personalised experiences and instant support via website, mobile app and social channels. Learn about the best live chat software.","seoImage":"https://web-assets.zendesk.com/images/social-share/zendesk-champions-of-customer-service-3.png","twitterImage":"https://web-assets.zendesk.com/images/social-share/zendesk-champions-of-customer-service-3.png","robots":"index,max-snippet:-1,max-image-preview:large,max-video-preview:-1,follow","path":"/service/messaging/live-chat-software/","title":"6 live chat software for 2024","publishedAt":"2020-10-15 12:00:00","updatedAt":"2024-08-05 23:37:18","updatedAtFormatted":"August 5, 2024","content":"","related":[],"promo":null},"preview":false,"id":202166002,"locale":"gb"},"__lang":"gb","__namespaces":{"header":{"brand_logoname_blog":"Zendesk Blog","newsroom":"Newsroom","brand_subtitle_newsroom":"Company news and announcements","marketplace":"Marketplace","arialabel_toggle":"Toggle Mobile Menu","arialabel_search":"Search","contact_us":"Contact us","primary_btn":"Start free trial","primary_btn_blog":"Start free 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announcements","dropdown_resources_trust_title":"Trust and security","dropdown_resources_trust_subtitle":"Your business is protected with Zendesk","navlink_local_help_center_title":"Product support","dropdown_company":"Company","expand_trigger_mobile":"More","dropdown_language_mobile":"Language","dropdown_company_sustainability":"Sustainability","dropdown_company_about":"About us","dropdown_company_press":"Press","dropdown_company_investor":"Investors","dropdown_company_events":"Events","dropdown_company_careers":"Careers","dropdown_company_dei":"Diversity \u0026 Inclusion","dropdown_company_legal":"Legal","dropdown_company_accessibility":"Accessibility Plan","skip_to_main_content":"Skip to main content","dropdown_contact_sales":"Contact Sales","mobile_trial_cta":"Start free trial","dropdowns_customer_service_title":"Zendesk for customer service","dropdowns_employee_service_title":"Zendesk for employee service","dropdowns_employee_service_subtitle":"Treat employees like customers"},"footer":{"subscribe_heading_gdpr":"Subscribe to receive news and updates from Zendesk.","subscribe_heading":"Enter the fold","subscribe_text":"Subscribe to our newsletter.","title":"Champions of customer service","col_products":"Our Products","col_products_service":"Zendesk for service","col_products_sell":"Zendesk for sales","col_products_platform":"Sunshine Platform","col_products_marketplace":"Marketplace","col_products_whats_new":"Product updates","col_features":"Top Features","col_features_service_ticketing_system":"Ticketing system","col_features_messaging":"Messaging \u0026 live chat","col_features_help_center":"Help centre","col_features_voice":"Voice","col_features_community_forum":"Community forums","col_features_analytics":"Reporting \u0026 analytics","col_features_customer_service_software":"Customer service software","col_features_service_ticketing_system_software":"Ticketing system software","col_features_live_chat":"Live chat 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