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200+Hours of research
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20+Sources used
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10Companies vetted
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5Features reviewed
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10Top picks
- Live chat software can reduce customer service costs
- Has been proven to lead to higher conversion rates
- Helps track interactions with website visitors
- Pricing depends on size, number of chats, & level of tech support
HOW WE ANALYZED THE BEST LIVE CHAT SOFTWARE PROVIDERS
CHAT/MESSAGING CHANNELS
Chat software that “lived” where consumers actually chat (Facebook Messenger, SMS, etc.) ranked highly with us. The more channels supported, the higher the overall score.
AI & BOT CAPABILITIES
The better the AI on a bot, the faster and more effectively that system can process customer requests. The best software can even handle certain processes without any human intervention at all.
REPORTING
Robust reporting capabilities were a key area we looked at in our ranking. Good reporting allows for better improvements and increased efficiencies, saving money down the road.
SECURITY
We only assigned top ratings to software with ironclad security protocols. Any time customer data is requested and collected, security must be beyond reproach.
PRICING
Competitive pricing always scores well with our team. Typically pricing is a function of number of users or number of conversations.
OUR LIST OF THE BEST LIVE CHAT SOFTWARE PROVIDERS
| Company Name | Researcher's Rating |
|---|---|
MORE INSIGHT INTO OUR METHODOLOGY
CHAT/MESSAGING CHANNELS
One of the most important things to consider when choosing a chat and messaging provider is the breadth of digital channels available. The more channels on which a company can deploy chat or messaging, the more customers and prospects can be reached. Some providers only offer a chat app for websites and don't offer communication on the most popular chat and messaging apps that consumers use today—Facebook Messenger, WhatsApp and SMS, among others.
AI & BOT CAPABILITIES
Chatbots are being successfully used by thousands of businesses all over the world, including many large and reputable companies. Chatbots can handle a variety of use cases ranging from very simple to complex. Simple use cases include addressing frequently asked questions, routing consumers to a live agent best equipped to answer their inquiry, responding to messages after hours, etc. More complex use cases can help automate typical business processes like paying a bill or placing an order. It’s important that a chat provider has built-in AI capabilities or at the very least, the ability to integrate with bot providers.
REPORTING
Reporting capabilities are critical to every successful chat or messaging implementation. They help businesses measure and optimize the way they’re servicing customers and prospects. This information includes the number of conversations taking place, average conversation length, along with the performance of agents and satisfaction of customers. Data should also show conversion rates, average order value and volumes. Advanced reporting capabilities allow managers to customize reports according to metrics that are most important to their organization.
SECURITY
Security is an important aspect of every software solution. Live chat providers must invest in maintaining high standards of security and reliability to ensure that customer data is protected. Security pertains to everything from the infrastructure the software is hosted on to the actual product itself.
PRICING
Flexible pricing plays a key role in determining which chat provider is best. Not all businesses use live chat in the same way. Pricing is typically based on the number of users and or conversations.
HELPFUL INFORMATION ABOUT LIVE CHAT SOFTWARE
Live chat is software that allows businesses to message customers and prospects on a variety of digital channels for sales and customer service. Traditionally, consumers would call an 800-number to get assistance when they’re unable to find what they’re looking for online. Live chat enables businesses to connect with their customers and prospects in the digital era — and can increase the likelihood that a customer will make a purchase online.
In contrast to phone calls, live chat is able to reduce customer support costs since agents can simultaneously handle multiple live chat conversations at the same time. Live chat can also be a great asset in increasing customer satisfaction and brand loyalty. Live chat is most commonly used on company websites, mobile applications, and also on messaging channels such as Facebook Messenger and SMS among others.