Last December, I was consulting for a growing e-commerce platform that, despite offering top-notch products, was struggling to convert site visitors into customers. The issue, as it turned out, wasn’t with their offerings but with how they engaged with potential customers. Visitors were leaving the site with questions unanswered, not because the answers weren’t there, but because they weren’t immediate.
We concluded that the need is to provide immediate assistance and support. So we eventually zeroed in on the implementation of live chat software.
The transformation was almost immediate. Engagement rates soared, customer queries were resolved in real time, and most importantly, sales began to climb.
And I think live chat software can bring the same transformative effect for a myriad of business types across industries. But then the question comes: with so many live chat solutions available, how does one choose the right fit for their particular needs?
In this blog, I’ve tried answering that question plus recommending five live chat software that I think can be a great fit for 5 different categories of business.
Top 5 features to consider when choosing a live chat software
1. Ease of integration, usage, and customization
The software should seamlessly integrate with your existing website and other business tools like CRM systems, email marketing services, and social media platforms. Customization options are equally important, allowing you to match the chat interface with your brand’s visual identity for a consistent user experience.
Ashwini Dave, who worked with a live chat software development company, puts it:
2. Real-time visitor insights and historical data
Understanding who your website visitors are and their behavior on your site can help tailor the conversation to their needs. Look for software that offers detailed visitor insights, including location, the page they’re currently viewing, and their navigation path through your website. Also, check if you’re able to track the chat history of the visitor.
3. AI and automation capabilities
AI-driven chatbots and automated triggers can significantly enhance the efficiency of your live chat support. These features ensure that basic customer queries are handled promptly, and only complex issues are escalated to human agents. Automation can also identify high-value leads and route them directly to the sales team.
4. Omnichannel support
Customers interact with businesses across multiple channels. A live chat software that supports omnichannel communication allows you to provide a unified customer service experience, whether the customer contacts you through your website, email, social media, or messaging apps.
5. Security and Compliance
In an era where data breaches are commonplace, ensuring your live chat software adheres to industry standards and regulations (like GDPR for European customers) is non-negotiable. Encryption, data protection features, and compliance with privacy laws are critical factors to consider.
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5 best live chat software
1. Qualified: A Premium Choice for B2B
Qualified is specifically designed for B2B companies looking to leverage live chat for sales. It stands out with features like intelligent routing, real-time visitor insights, and seamless CRM integration, especially with Salesforce, to facilitate high-value deal closures directly from the chat.
Pros:
- AI-powered chatbots for efficient lead qualification and engagement.
- High customization and integration capabilities with B2B sales platforms.
- Advanced analytics for real-time decision-making.
Pricing: Starting at $3,500 per month when billed annually, making it a premium option.
Cons:
- High cost makes Qualified less accessible for small and medium-sized businesses. The focus on B2B might limit its applicability for B2C companies.
- A few users highlighted the issue with the support you get from Qualified in implementation as well as for customizations.
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2. Nextiva: Versatile Communication for All Business Sizes
Nextiva serves as more than just a live chat solution; it’s a comprehensive communication platform suitable for businesses of any size. It includes features beyond live chat, such as VoIP, chatbots, file sharing, and analytics.
Pros:
- Multifunctional communication tool with extensive features.
- Proactive chat capabilities and real-time analytics.
- Customizable and easy to integrate with existing branding and tools.
Pricing: Starts at $18 per user per month, offering a cost-effective solution.
Cons:
- Some users may find the platform more complex due to its broad range of features beyond live chat.
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3. Tidio: AI-Powered Engagement for SMEs
Tidio is designed with small to medium-sized businesses in mind, offering AI-powered live chat capabilities that prioritize personalized customer experiences. It supports multilingual interactions and integrates with various communication platforms.
Pros:
- GDPR compliance ensures data security.
- Real-time visitor monitoring and integration with popular platforms.
- Customizable pricing plans to fit various business needs.
Pricing: Offers customizable pricing plans, providing flexibility for businesses to choose the features they need.
Cons:
- Reporting features may need more robustness according to some users.
- Some users feel inconvenienced at not being able to see real-time visitors
4. Gladly: Omnichannel Personalization
Gladly focuses on providing an omnichannel customer service experience, allowing seamless switching between communication channels without losing context. It’s designed to create personalized customer interactions.
Pros:
- Unified customer view for personalized service.
- Proactive chat and behavioral triggers for timely engagement.
- Secure chat payment options for transactions within the chat.
Pricing: Starts at $150 per month, positioning it as a mid-range option.
Cons:
- The platform’s focus on omnichannel might require a higher learning curve for teams to fully utilize its capabilities.
- Some users cited the lack of integration with other everyday tools such as Grammarly as an issue
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5. Freshchat: Customizable and Scalable
Freshchat is aimed at businesses seeking a customizable and scalable live chat solution. It supports intelligent chatbots, team collaboration, and smart campaigns to optimize customer interactions.
Pros:
- Highly customizable chat widget and intelligent bots.
- Supports rich media attachments for improved customer experience.
- Free plan available for up to 10 agents, with affordable paid plans starting at $15 per agent per month.
Pricing: Offers a free forever plan for basic use, with more advanced features available in paid plans.
Cons:
- Some users have reported the manual way to retrieve past conversations with users as troublesome.
Wrapping up: Best live chat software for your business
Choosing the right live chat software depends on your business size, needs, and customer engagement goals. Whether you prioritize AI-powered personalization, omnichannel support, or scalability and customization, there’s a solution out there that fits. By integrating live chat into your customer support strategy, you’ll not only improve customer satisfaction but also boost your sales and reputation in the competitive digital marketplace.