Best Live Chat Software

Disclosure: This content is reader-supported, which means if you click on some of our links that we may earn a commission. Live chat has quickly become an integral part of customer service in the digital era. When a customer or website visitor has a question, complaint, or needs some other type of assistance, they expect to reach your brand via live chat. In addition to the improved customer experience, live chat is also more efficient for your support team. Service reps can’t field more than one phone call simultaneously, but they can handle multiple live chat conversations at the same time. Overall, live chat is fast, effective, and more cost-efficient than any other type of customer communication. In terms of consumer preferences, it ranks higher than phone, email, and social media. Every website needs to have live chat. With that said, there are dozens of different live chat solutions available on the market today. Which one is the best for you and your website? Continue below for my in-depth analysis. The Top 7 Options For Live Chat Software Zendesk JivoChat Pure Chat Intercom LiveChat Acquire Smartsupp How to Choose the Best Live Chat Software For You As you’re comparing different live chat options, there are certain feature sets and considerations that must be evaluated. I’ll break these factors down in greater detail, so you have a better understanding of what to look for. Number of Agents How big is your support team? There’s a big difference between businesses with 5, 50, and 500 agents. Most plans will have some limitations on how many support reps can access the software. Other plans will have minimum seat requirements as well. It’s also important for you to look down the road as your company grows. Is it easy to add new agents to your plan at scale? Make sure you’re not locked into a plan that restricts your scalability. Use Cases Why exactly are you in the market for live chat software? Sure, there are plenty of general-purpose options out there. But some software is designed to accommodate specific needs and goals. For example, there is live chat software for lead qualification, live chat software for customer engagement, and live chat software for customer support. These are just a few of many examples that should be taken into consideration. Omnichannel Support If you’ve got customers reaching out to your brand on different channels, …
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