Live chat software is an application that helps organizations in providing immediate customer support and information. It is basically an online customer support system with live support, help desk software, and web analytics capabilities. Live chat software also helps businesses manage customer con
Last Updated on : 23 Oct, 2021
review for Zoho SalesIQ
"Excellent software, I have an excellent experience. It is very simple to use and the detailed analytics of the visits are excellent even in the free plan."
review for Tawk.to
"This was a great resource. I had no idea to where to start. The team checked what I needed and helped point me in the right direction. I would recommend this to any company."
hCue Pharmacy Software
review for LiveChat
"Nishtha was very knowledgable, understood what I was looking for in a software system."
review for Pure Chat
"What a fantastic service 10/10 I've since signed up with them."
Found our list of Live Chat Software helpful? Weâ€™re here to help you make the right choice and automate your business processes. Letâ€™s discover some of the essential factors that you must consider to make a smarter decision!
Live chat software is an application that helps organizations in providing immediate customer support and information. It is basically an online customer support system with live support, help desk software, and web analytics capabilities. Live chat software also helps businesses manage customer conversation from a single platform. It creates auto-responses to commonly asked questions to address the concerns of their website visitors even during off-hours.
Whether you own a product or run a service, you should provide good support to foster your relationship with your customers, which would eventually help you grow your customer base.
It is extremely easy to use live chat software. All you need to do is embed the application on your website and fill in the required details. After that, you will be able to engage with visitors who are browsing your website via instant messaging. A browser window will appear on your website for the visitors to type into the chatbox and communicate with concerned departments.
You should use live chat software because it helps increase sales and conversions, reduce support costs, build buyersâ€™ trust and give a satisfying customer experience. Live chat software also helps improve the website experience and understand your customersâ€™ need in a better way. Live chat software leads to good customer support and good customer support leads to build trust and provides higher chances of online conversion. It reduces support costs and helps to understand your customers better by directly interacting with them on a one-on-one basis.
Live chat systems allow you to instantly communicate with your customers via instant messaging. The live chat software works in the same way as any instant messaging software. A chat box simply appears within the customersâ€™ browser window, and they can chat with the operator by typing into the live chatbox.
It is a feature where the customer support executives initiate the chat and reach out to your website visitors by offering help instantaneously. This is a very important tool for increasing customer satisfaction and customer engagement. It also comes with a custom message and an image in a small live chat window.
This feature in business live chat software acts as a comprehensive tracking facility that provides you with detailed insight into the behaviour of your websiteâ€™s visitors. The insights are necessary because your website visitors are also your potential clients. It includes information like the amount of time spent by a visitor during the chat, their overall activity, conversion tracking, a record of transcript reports and many more.
This feature allows customers to rate their chat conversations. Feedback from your customers will provide crucial information on the quality of your support and if there are areas you can improve on for customer satisfaction.
This feature in business live chat software can send customised and targeted messages to customers. For example, you can help customers complete their purchase by automatically reaching out through the chat.
This feature in web live chat software lets you supervise your operators. By using the insights about their performance, you can see who is performing well and who are underperforming. You can use these insights to train and improve the quality of your chat support.
You can speed up your support executiveâ€™s response time by allowing automatic responses for frequently asked questions in web live chat software. Saving and reusing these replies save time and increase the efficiency of your employees.
The built-in function for transferring files between chat operators and website visitors ensures convenience. It also gives clear instructions on compatible file types and file sizes.
You can integrate the online live chat software with any application you're currently using. You can put and retrieve all the data you want from the live chat software.
Reports and Analytics
Using this feature, you can monitor activities such as chat histories, conversion tracking, visitor details, and average time spent on chats. This function is important for determining effective strategies and implementing improvements.
This feature in online live chat software lets you track detailed chat conversations in real-time and see who among your executives are currently on chat. This would increase your employeesâ€™ efficiency and productivity.
This feature in support live chat software provides your visitors with an approximation of the wait time before starting a live chat conversation. This feature is suitable when thereâ€™s a high volume of chat. Waiting for an indefinite time may lead your visitors to exit the website, which can hurt your companyâ€™s customer satisfaction level. It may also mean a loss of a few potential customers.
A better understanding of customer expectations
It is very important to understand your buyersâ€™ needs and then provide the right solution to them. The live chat software gives you the opportunity to close a deal and also give you access to target the right customers.
Increased sales and conversions
No doubt, customers will have questions about your product or service. Live chat software gives you the chance to grab your customerâ€™s attention and also help them reach a buying decision.
With live chat software, you can transfer chats to any of the free operator routes the customer to the right executive. This is beneficial for the efficiency of your employees when the workload increases.
Reduced support costs
In traditional call centres, support executives can just one call at a time. But, with live chat software, an executive can take up multiple chats at once. So, you donâ€™t have to hire as many support executives as you had to earlier.
Build trust with buyers
Customers are usually doubtful while buying new products or services. Having live chat software ensures that you engage with the customers and make them more aware of your deliverables. You can also convince them about your product and lead them to a successful sale.
Gives a competitive advantage
Live chat software will provide you with an added advantage over your competitors because you will be able to address your customersâ€™ issues better and quicker.
Increased sales value
With live chat software, you will be able to upsell and cross-sell your products. For example, a customer wants to buy a mobile phone. With live chat software, you can recommend him to buy a better phone. This is called upselling. You can also recommend him to buy a phone cover or earphones to go with the phone. This is called cross-selling. Both upselling and cross-selling would increase your sale value.
Better customer relationship
With live chat software, you are able to offer a better customer experience. Because live chat software ensures an immediate response to the customerâ€™s query. Studies have shown that live chat software provides high satisfaction levels as well.
The live chat software acquires the details of customers who type anything in the live chatbox. They can be your potential leads and contacted later on to be nurtured across the marketing funnel.
A better understanding of customers
The live chat software helps get a better understanding of what the customers want. The success of a company depends on its customers. Hence, understanding what the customers want is extremely important for any business.
Pre-chat & offline forms
By using this feature of pre-chat forms, you can ask visitors for their contact information before starting a chat. This ensures that customer queries can be addressed even while youâ€™re not online.
A lot of people use their phones for browsing through different websites. This feature lets you provide assistance to the visitors regardless of what device they are using.
This feature in top chat software sets customised triggers for various circumstances. While using live chat software, your employees will get notified about a recurring website visitor so that they can start a chat session immediately.
Finding the best live chat software should be based on what your organisation needs. Depending upon the type of features that you need, your choice of live chat software will change. Along with the need, make sure you also follow the given points to make the right choice of live chat software:
Pricing, Cloud-based vs. self-hosted, third party software integration, infra & security, demo
Live Chat Pricing
Every live chat software come with different pricing plans that would charge you depending on your requirement and the number of features you seek. While selecting a live chat software, you have to keep in mind how many chats you are handling every month, the type of reporting you to require, and on how many websites do you need to have live chat.
Cloud-based vs. self-hosted
In self-hosted services, the applications are hosted on the organizationâ€™s infrastructures. Cloud-hosted software resides on a third-party server and is operated with the help of the Internet. There are a few benefits of using live chat software like getting regular updates, no requirement of external IT infrastructure and quick bug resolutions. You can also access a cloud-based software anytime, anywhere.
Third-party software integration
It is important to consider if the software you are selecting is able to integrate with other important application. This is necessary because of the rising competition in the market, you have to stay up-to-date with the latest technology. That is why you need to make sure that your live chat software integrates seamlessly with different business tools,
Infrastructure and security
Having a robust infrastructure is of no use in today's ever-changing times. If the chat software is cloud-based, you will need to know how often backups are stored, and how well does the application handle load. You should know how is your data protected from unauthorised access, what is the infrastructure used, and what are the privacy policies of the vendor.
Before buying a live chat software for pc, you should ask for the online demo. Also, make sure that you inquire the vendor about each and every feature. Live chat software demos are quite helpful, as you will be able to understand the software better and make a sound judgment before buying it.
|Live Chat Software Cost|
|Best Live Chat Software||Price||Ratings|
|Zoho SalesIQ||â‚¹1345 /Month||4.8|
|C-Zentrix CZ Chat||â‚¹1569||4.5|
|Pure Chat||â‚¹3221 /Month||4.2|
|REVE Chat||â‚¹1239 /month||4.8|
|My LiveChat||â‚¹1239 /Month||4.5|
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Q1 - Why is web live chat software important?
Web live chat software is important because it gives a chance to interact live with the customers and answer their queries right there and then. Live chat software is more popular than any other support channel. Thus, if you use it aggressively, it will ultimately result in the reduced cost of hiring more support executives. You can increase your sales by understanding your customers in a better way through live chat software.
Q2 - Does live chat tools increase sales?
Yes, live chat tools increase sales in many ways. With the live chat software, you are able to guide the customers with their decision of buying a product or service from you. You can recommend them with something better than what they are looking for. You can also suggest them complementary products that go alongside with what they are looking for.
Q3 - Is live chat solutions effective?
Yes, live chat solutions is very effective because the customers are getting instant replies to their questions. With traditional systems like calls or emails, the customer has to wait for some time for the customer executive to reply to his query.
Q4 - How does live chat work on a website?
Live chat software works like any other chatting software. The customers can type in their queries in the chat box and in return, he or she will get replies, either automated or from the customer support executives of your company. The visitor doesnâ€™t need any special software installed for using the live chat software.
Q5 - Best free live chat software for website
Some live chat software service providers offer to open source free trial version for a limited time. Here is the list of free live chat software for websites and customers supports.
Q6 - Live chat software comparison
Q7 - What is best Live Chat Software for Websites?
Top 10 live chat software for Small Business