Best website live chat software in 2024

Overview:

In today’s vast market landscape, customers can choose from a multitude of strikingly similar businesses for almost any good or service they seek. The constant fight to stand out from competitors is difficult, but a good online customer service plan can separate the dedicated from the unprepared.

Fast, reliable, and comprehensive chat-based support has become an essential part of online business operations. Website live chat software can help your business increase conversion rates by answering customers’ questions directly from your page.

Read on to explore a comprehensive overview of website live chat and its benefits, some key considerations, and the best widgets on the market in 2024.

What is a website live chat?

Website live chat is a real-time communication tool integrated into websites that allows businesses to engage with visitors through text-based messages. It typically pops up on the lower corner of a website page as a widget that expands into a chat window, allowing customers to get instant support without ever having to leave your site.

Though website live chat is similar to chatbot software, it has some notable differences. Chatbots mimic human interaction and offer 24/7 support for what are typically predefined queries. While website live chat employs chatbots, it also uses human agents to handle queries of any size

10 best website live chat widget software in 2024

There are many website live chat software to choose from, and it can be hard to determine which one is best for your business. Let’s compare the features of some of the best options available today.

1. Freshchat

Freshchat is Freshworks’ live chat software. It allows businesses to support customers across multiple messaging platforms and gather key data to optimize internal operations.

Key features

• Multilingual support

• AI agent capabilities

• Chatbots

• Multiple messaging channels

• Built-in FAQs

• Integrations

• Visitor intel

• Custom performance reports

• Proactive support

Pros

• Offers a free trial

• Easy user interface

• Highly scalable

Price

• $0-$79 per year

• Custom chatbox forms

• Automation capabilities

• Reporting and analytics

• Actionable product feedback and customer information

• AI agent capabilities

Pros

• Offers a free trial

• Easy user interface

Cons

• Requires integratins for ticketing system capabilities

Price

• $29+ per month

2. Intercom

Intercom is an AI-first customer service platform that integrates messaging, automation, and analytics to deliver personalized support at scale.

Key features

• Help desk integration

• AI agent capabilities

• Proactive support

• Multiple messaging channels

Pros

• Offers a free trial

Cons

• Limited customization capabilities

Price

• $39-$139 per month

3. Hiver

Hiver is a customer service and collaboration tool designed to work within Gmail. It transforms Gmail into a helpdesk platform, enabling teams to manage shared email accounts, track tasks, and collaborate on customer support inquiries directly from their email interface.

Key features

• Automations

• Reports and dashboards

• AI agent capabilities

• Shared drafts and inbox

Pros

• Easy user interface

• Seamless integration with Gmail

Cons

• Occasional bugs and syncing problems

Price

• $19-$79 per year

4. Zendesk Chat

Zendesk Chat is a live chat software that is part of the Zendesk Freshchat. It enables businesses to communicate with website visitors and customers in real-time using chat widgets.

Key features

• Proactive support

• AI agent capabilities

• Analytics and reporting

• Multilingual support

Pros

• Provides detailed visitor information

Cons

• Unreliable customer service

Price

• $55-$115+ per agent/month

5. Tidio

Tidio offers an all-in-one customer service platform that enhances support capabilities and contributes to increased sales generation. Tidio's seamless integration with popular e-commerce platforms allows businesses to provide personalized assistance throughout the customer journey.

Key features

• Support video calls

• Visitor tracking

• Multilingual support

Pros

• Easy user interface

Cons

• Expensive compared to other software with similar features

Price

• $0-$749 per month

6. Drift

Drift is a conversational marketing and sales platform designed to help businesses engage with website visitors in real-time through chat, video, and email.

Key features

• AI agent capabilities

• Data reporting

• Custom chatbots

Pros

• Supports video messaging

Cons

• Ocassional routing issues

Price

• Premium plan: $2,500+ per month

• Get a custom quote for Advanced and Enterprise plans

7. LiveChat

LiveChat is a customer service and live chat software platform designed to help e-commerce and B2B businesses engage with website visitors, provide real-time support, and improve customer satisfaction.

Key features

• Multiple messaging channels

• Chat widget customization

• Reports and analytics

• Team management capabilities

Pros

• Offers a free trial

Cons

• Requires integrations for full-service help desk capabilities

• Chat notification delays

Price

• $20-$59+ per month

8. Olark

Olark is a live chat software designed to help businesses communicate with their website visitors in real-time. It aims to track leads and enhance sales with direct customer interaction.

Key features

• Custom chatbox forms

• Automation capabilities

• Reporting and analytics

• Actionable product feedback and customer information

• AI agent capabilities

Pros

• Offers a free trial

• Easy user interface

Cons

• Requires integratins for ticketing system capabilities

Price

• $29+ per month

9. HelpCrunch

HelpCrunch is a customer communication platform that combines live chat, email marketing automation, and help desk functionalities.

Key features

• Shared inbox

• Proactive visitor engagement

• Multiple communication channels

• Self-service capabilities

Pros

• Offers a free trial

• Help desk capabilities

Cons

• Potential learning curve for inexperienced users

Price

• $12-$20 per month/team member

• $495 per month with unlimited team members

10. tawk.to

Tawk.to is a free live chat tool that allows businesses to monitor and chat with visitors on their website from a mobile app or a customizable chat page.

Key features

• Multilingual support

• Visitor tracking

• AI chat shortcuts

• Customization capabilities

Pros

• Free

Cons

• Limited automation capabilities

Price

• $0

Why is having a website live chat important?

From improving customer relations to boosting sales, reducing operational costs, and gathering critical insights, website live chat can revolutionize the way your business interacts with its customers.

Live chat can also directly benefit conversion rates. In fact, businesses that use live chat see a 20% increase in conversions. Customers using live chats are three times more likely to buy, and 60% of customers say they are more likely to revisit a website if it uses live chat.

Read more on live chat statistics.

Benefits of offering website live chat widgets to customers

Today’s customers have come to expect the fast, high-quality service that website live chat widgets provide. But there’s more to live chat than just quick resolution times. Let’s explore some of the specific benefits they offer.

Better customer engagement

Website live chat provides an immediate interactive communication channel, so customers don’t need to navigate away from your site and spend unnecessary time seeking help. It can also communicate information and make suggestions, guiding customers further into your website and offering new information they might not have otherwise found.

Increased conversion rate

The instant connection that live chat offers encourages customers with questions to spend more time on your page, increasing their likelihood of purchase and further interaction. Live chat can also guide potential customers through their buying journey by proactively reaching out to those who seem lost or hesitant based on their interactions. This strategy can significantly reduce cart abandonment and increase desired conversion rates.

Enhanced customer satisfaction

When their questions are resolved quickly and easily with live chat, customers will associate your business with positive customer service. But live chat goes beyond providing answers; it can anticipate additional questions customers may have and provide recommendations based on customer interactions, resulting in increased satisfaction.

24/7 support

With the help of chatbots and automated responses, website live chat lets businesses address customer inquiries, no matter the hour. This non-stop availability demonstrates a commitment to customer service, assisting customers from different time zones and those who require assistance during unconventional hours.

Ticket prioritization

While routine customer queries can be handled by a chatbot, more complex ones may need the assistance of an experienced human agent. Website live chat can categorize issues based on their complexity and urgency, distributing tickets to chatbots and human agents appropriately.

Gather insights

Although live chat is known for its real-time resolutions, it also provides businesses with detailed data that can be analyzed to understand customer behavior and preferences. You can use this data to identify common questions, pain points, and areas for improvement on your website, helping you to maximize your UX design and refine your products based on real customer feedback.

Create a competitive edge

Standing out in a sea of similar businesses can be difficult. That’s where website live chat comes into play. With its immediate and comprehensive customer service support, website live chat gives your customers the attention of a small business with the resources of a big corporation, giving your business a competitive edge at multiple market levels.

Key considerations for choosing the best website live chat software

Before you invest in website live chat software, you’ll want to make sure it can accomplish everything you need it to. Use the following considerations to guide your research.

Cost

When selecting website live chat software, conduct a simple cost-benefit analysis. Basic research will allow you to compare the features and prices of different software to find the best one for you.

It's important to note that some website live chat software includes recurring fees on top of the initial purchase price for extras like subscriptions, upgrades, and additional features. Be sure to look for hidden costs, such as implementation, training, and ongoing support, to get a clear picture of the total investment required.

Ease of use for team and customers

Your live chat software should maximize the efficiency of your business, not slow it down, so be sure to consider ease of use when making your purchase. Many live chat software are designed to be easy for even non-tech-savvy people to use.

Management features

Live chat customer service features are helpful, but they’re not enough for businesses that want to grow. Effective live chat software should also offer robust management features to help streamline your support operations, such as real-time monitoring, chat routing, performance analytics, and reporting tools. These capabilities allow managers to oversee interactions and analyze data to identify trends and areas for improvement.

Wide support feature set

The more versatile the feature set, the more equipped your team will be to handle various types of customer inquiries and issues. Some key features to look for include automated responses, proactive chat invitations, file sharing, and multimedia support. Additionally, capabilities like co-browsing, screen sharing, and access to a knowledge base allow agents to guide customers more effectively.

Scalability

Your business is destined for growth, so your live chat software should grow right along with it. Look for a software that can scale to an expanding customer base without compromising performance. Scalable software should also allow you to add more agents to handle increasing volumes of chat interactions with ease.

Utilization of AI

The most modern and relevant live chat software use AI to enhance customer support by using chatbots and predictive analytics to streamline operations. AI features can handle routine inquiries, provide instant responses, anticipate customer needs, and personalize interactions. Effective use of AI can improve response times, increase efficiency, and elevate the overall customer experience.

Integration capabilities

To get the most out of your live chat software, you’ll want to make sure it works with the other tools and systems your business uses. Look for software that can easily integrate with your CRM, helpdesk, email marketing platforms, and other customer support tools. Good integration capabilities ensure that all customer data is accessible and actionable across your entire support ecosystem, not just your live chat software.

Other options for integrating live chat 

Live chat software can be purchased and implemented independently, but it can also be included in other systems. If you want live chat capabilities but aren’t sure about purchasing software solely dedicated to live chat, here are some other options.

CRM

Most major CRM systems include live chat features and integrations. When live chat is connected to a CRM system, you get a comprehensive view of customer interactions and history that can inform your future correspondence. CRM integration can also enhance data analytics and reporting capabilities based on live chat operations.

Help desk software

Like most CRM systems, help desk software often supports live chat. This is one of the most useful integrations because it can convert chat conversations into support tickets. Support agents can assign, prioritize, and track tickets generated from live chats, centralizing support interactions.

Slack and teams

When live chat is connected to Slack or Teams, support agents can receive chat notifications directly within their collaboration tool without switching between applications to assist customers. These platforms also give agents the power to communicate and collaborate easily with one another.

Chatbot apps

Live chat and chatbots often come together. By integrating chatbots with live chat or vice versa, businesses can offer 24/7 support, provide instant responses to frequently asked questions, guide users through common processes, and even perform basic transactions without the help of human agents.

Make the most of website live chat with Freshchat!

Live chat for websites is a necessary tool for businesses that want to enhance their customer support operations. If you want a software that can convert your website visitors into leads, earn returning customers, reduce abandonment rates, offer proactive support, and help your support team manage their day-to-day operations, Freshchat is the service for you.

With Freshchat, Freshworks’ live chat software, you can easily incorporate website live chat into your existing online support model. Freshchat also seamlessly integrates with Freshdesk, Freshsales, and thousands of other applications and services for enhanced customer support so you can maximize your team’s capabilities.

Whether you’re a small start-up or a large enterprise, Freshchat can help you achieve your goals and grow your customer base, scaling to your business without missing a beat.