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.


Top 8 Companies

#1
Our Partner
10 / 10
  • Chat and asynchronous messaging
  • Desktop and mobile websites, SMS, in-app, Facebook Messenger, etc.
  • Proprietary text analytics algorithm determines customer sentiment in real-time
  • Create, manage and optimize AI-powered chatbots
  • Robust reporting with out of the box or customized dashboards
  • Enterprise-level security trusted by many Fortune 100 companies
  • Flexible pricing options: usage or user based
#2
Our Partner
9.3 / 10
  • Convert website visitors into loyal customers
  • Real-time visitor monitoring, built-in translator
  • Enterprise level tools and reports
  • Shopping cart integration
  • Rule-based auto invitation
  • BBB accredited, A+ Rating
#3
Our Partner
9.0 / 10
  • Provides chat on desktop and mobile websites
  • Reports number of conversations, origination, duration, response times, and staffing prediction
  • BotEngine product allows businesses to create bots
  • Simple interface to easily customize the look and feel of the chat window
  • Pricing starts at $16/agent/month when billed annually
#4
9.0 / 10
  • Provides chat on desktop and mobile websites
  • Basic reporting capabilities
  • Shows the number of chats taking place and how customers are rating chats
  • Offers customer satisfaction survey at the end of the conversation
  • Pricing starts at $17/agent/month
#5
9.0 / 10
  • Provides chat on websites, Facebook Messenger and Twitter
  • Reports number of chats, visitors, conversions, answered chats, transferred chats, average message county, etc.
  • Can house chatbots and transfer conversations between bots and humans
  • Customer survey at the end of the conversation
#6
8.9 / 10
  • Provides chat on websites, apps, Facebook and Twitter
  • Embed cards about products, calendars, or payments
  • Transfer files in chat window
  • Reporting includes chat funnels, conversions, agent disposition, sales, and revenue generated by type of interaction.
  • Platform shows agent status metrics and shows smart responses for them to use
  • Outcome-based pricing model
#7
8.7 / 10
  • Chat via websites, apps, Facebook Messenger, Twitter, and Line
  • Proactive chat based on visitor behavior
  • Agents can switch between chats, phone calls, emails, and social media messages
  • Creates custom reports and dashboards
  • Pricing starts at $14/agent/month
#8
8.5 / 10
  • Chat on websites, apps, Facebook and Slack
  • Embed third-party apps such as Shopify and Stripe
  • Add FAQ section, or other items customizable by businesses
  • Proactively targets visitors based on the pages they’re browsing
  • Data on conversation volume, responsiveness, time to close, performance, number of leads over time, etc.
  • Pricing starts at $29/agent/month
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How We Compare Live Chat Software

Chat/Messaging Channels

25%

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 and Bot Capabilities

25%

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 process 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

25%

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 of. Advanced reporting capabilities allow managers to customize reports according to metrics that are most important to their organization.


Security

15%

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

10%

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.