Best Live Chat Software

What Is Live Chat Software?

Live chat software is a customer support tool that lets you talk to customers instantly on your website. It helps you give quick answers, build trust, and turn visitors into buyers fast. With a live chat option, customers can ask questions and get help right away, which improves your website’s reputation and increases sales.

For example, if you sell products online, customers may still have questions even if you show all product details. They might not understand shipping rules, prices, or product features. If they only get support through email, they might leave because they don’t want to wait. Live chat solves this problem by giving them quick answers.

What Does Live Chat Software Do?

Live chat software includes features that make communication easier for both the business and the customer. Here’s what it typically does:

✔️ Canned Responses

These are short, prepared messages for common questions like:

• “Hello! How can I help you?”

• “Your order is on the way.”
  This saves time and gives quick replies.

✔️ Chat Routing

It automatically sends the chat to the correct team.
Example:

• A billing question goes to the billing department.

• A technical issue goes to the tech support team.

✔️ Customization

You can change how the chat looks so it matches your brand style. You can:

• Add logo

• Change colors

• Use emojis

• Create a friendly greeting message

✔️ Real-Time Visitor Monitoring

You can see what the visitor is doing on your site, such as:

• Which page they are viewing

• How long they stay on a page

• What products they are interested in

This helps you offer help at the right time. For example, if they are stuck on the checkout page, you can send a message like:

“Need help placing your order?”

Main Features to Look For in a Live Chat Tool

Chat Forms

Forms collect important information.

• Pre-chat forms: ask for name, email, or question before starting chat.

• Offline forms: let customers leave a message if agents are not available.

• Post-chat forms: ask customers to rate their experience.

In-Depth Reports

Reports show performance and customer satisfaction. They can tell you:

• How many chats were answered

• How long customers wait

• Which agent performs best

• Customer ratings and reviews

These reports help improve service quality.

Chatbot Automation

Chatbots talk automatically based on programmed responses.
They are useful for:

• Frequently asked questions (FAQs)

• Greeting customers

• Giving simple information (price, delivery, store hours)

A human should take over when the question is complicated.

Mobile Support

Customers use mobile phones a lot. Good live chat must work perfectly on smartphones and tablets. Also, agents should be able to reply using a mobile app.

Integration Options

Live chat should connect easily with other tools you use, like:

• CRM systems (to manage customers)

• Email marketing software

• Analytics tools

• Help desk systems

Integration keeps business information organized in one place.

Easy to Use (Good UI)

The software must be simple to install and easy to use for everyone—even those who are not tech experts. A complicated system wastes time and frustrates customers.

Advanced Features to Consider

AI-Powered Features

AI can:

• Suggest smart responses

• Understand customer mood

• Predict customer needs

• Send chats to the right agent automatically

Co-Browsing

Agents can see the customer’s browser screen with permission. It’s helpful for:

• Technical problems

• Checkout difficulties

• Filling out forms

Video Chat

Sometimes text is not enough. Video calls allow:

• Personalized support

• Better guidance

• Human connection

Useful for healthcare, education, finance, or high-end sales.

Proactive Chat Triggers

The software can automatically send messages based on user behavior, like:

• If someone is stuck on the checkout page

• If someone visits same page many times
  Example message:

“Can I help you choose the right plan?”

Multi-Language Support

Automatic translation lets customers chat in their language while agents reply in another. This helps global businesses serve people worldwide.

Benefits of Using Live Chat Software

Live chat tools offer many benefits. Different businesses may use them in different ways. For example, big companies may care more about extra features and integrations, while small businesses may focus on branding and customization.

1. Increase Sales and Conversions

This is the biggest reason businesses use live chat. Customers always have questions about products. If they get quick answers from someone on your website, they feel more confident and stay on your site longer. The support agent helps remove doubts and makes the customer more likely to buy. Studies show that customers are 35% more likely to purchase after using live chat.

2. Reduce Support Costs

Traditional call centers used to be the main support option, but live chat is cheaper and faster. One live chat agent can handle up to 6 chats at the same time, which means fewer employees are needed. This reduces the cost of helping each customer and saves money for the business.

3. Build Trust

When people shop in a physical store, they can talk to staff and feel confident about their purchase. Online stores don’t have this direct contact. Live chat fills that gap and helps customers trust your business. Instant communication makes your brand feel more human and friendly.

4. Gain Competitive Advantage

Live chat doesn’t just help you sell more; it helps increase the value of each sale. When you understand what the customer needs, it’s easier to recommend related products. This can lead to upselling (buying a higher-priced product) and cross-selling (buying an extra product).

5. Improve Customer Satisfaction

All the points above lead to better customer experiences. When customers get fast, helpful answers, they are happier. They are more likely to:

• Return and buy again

• Recommend your business to others

• Leave good ratings and reviews
  Satisfied customers help your business grow in the long term.

Who Should Use Live Chat Software?

Live Chat Pricing Models 

1. Per-Agent Pricing

You pay a monthly fee for each support agent who uses the live chat. Usually costs $15–$50 per agent per month.

2. Per-User Pricing

Similar to per-agent, but it may include extra users (like supervisors) who don’t chat with customers but still need access.

3. Tiered Plans

You choose a plan based on features:

• Basic ($15–$20/month): Simple chat features

• Pro ($30–$50/month): Automation + analytics

• Enterprise (custom price): Full customization + dedicated support

4. Usage-Based Pricing

You pay based on the number of chats. Good for companies with changing support needs (sometimes busy, sometimes slow).

5. Flat-Rate Pricing

You pay one fixed price per month for unlimited chats. Good for high-volume customer support. Some tools like Tawk.to even offer a free plan, with paid add-ons if needed.

Types of Live Chat Software

Live chat software comes in different types. The right option depends on your budget, data control needs, and technical resources. For example, if you want full control over your data, you may need to host the software on your own servers.

1) Cloud-Based

This is the most popular live chat option. The software runs on cloud servers, so you receive automatic updates without managing anything. You only pay for what you use, and there is no need to invest in infrastructure. Security is handled by the service provider.

Pros: Low upfront cost, automatic updates, works from anywhere, scalable, professional security.

Cons: Monthly subscription fees, requires stable internet connection, less control over data storage location.

2) Self-Hosted

Self-hosted live chat software is installed on your own company servers. You control all data and customize the system however you like. However, remote access may require VPN setup, and security depends on your IT team.

Pros: Full control over data, no long-term subscription payments, highly customizable, no dependency on outside providers.

Cons: High setup cost, requires technical expertise, you must manage security and updates, limited scalability.

Integration Capabilities: Connecting Your Tech Tools

Live chat becomes more powerful when it integrates with other business software.

CRM Integration

Integrating with CRMs like Salesforce, HubSpot, Zoho, or Pipedrive saves chat history and customer information automatically. Agents see customer details before they start chatting.

E-Commerce Integration

Connecting with Shopify, WooCommerce, Magento, or BigCommerce lets agents view order history, cart items, and browsing behavior. This supports personalized help and recommendations.

Help Desk & Ticketing Systems

Integration with tools like Freshdesk creates tickets from unresolved chats automatically, making sure no issue is forgotten.

Email Marketing Integration

Linking with Klaviyo or Omnisend allows customer segmentation based on chat behavior and enables targeted follow-up campaigns.

Analytics & BI Tools

Connecting with Google Analytics, Mixpanel, and similar tools shows how live chat affects conversions, customer value, and website engagement.

Team Communication

Advanced platforms integrate with Slack, Microsoft Teams, etc., so agents can collaborate without switching tools.

Security and Compliance

Security is critical for businesses that handle sensitive customer data.

Data Encryption

Choose software that encrypts data both during transfer and storage. This protects conversations from unauthorized access.

Compliance Standards

Depending on your location and industry, the software may need to comply with:

• GDPR – for European customers

• CCPA – for California residents

• HIPAA – for healthcare data

• PCI DSS – for payment information

• SOC 2 – for strong security practices

Data Retention Policies

Know how long the data is stored, where it is stored, and whether customers can request deletion. Ensure policies match your legal requirements.

Access Controls

Look for role-based access, two-factor authentication (2FA), and single sign-on (SSO) options to protect your data.

Best Practices for Successful Implementation

Smart Placement

Do not place chat widgets everywhere. Start with high-value pages like product pages, pricing pages, checkout, and support pages.

Set Availability Hours

If you cannot offer 24/7 live chat, clearly state your active hours. Use offline forms to collect messages outside work hours.

Train Your Team

Teach your agents how to use the chat tools, follow your brand voice, and communicate professionally. Good training directly improves customer satisfaction.

Create Canned Responses

Prepare standard answers for common questions to reduce response time and ensure consistency. Update them regularly.

Monitor & Improve

Review chat logs, CSAT scores, and agent performance. Identify repeating issues and improve your support process.

Start Small, Then Scale

Begin with a small trained team. Expand after identifying which strategies and features work best.

Common Challenges & Practical Solutions

Live Chat Trends to Watch

• AI & Machine Learning – handle routine questions automatically, sentiment analysis to detect frustration.

• Omnichannel Support – combining chat with SMS, social messaging, email, and voice.

• Video Chat – especially for complex issues or high-value sales.

• Predictive Support – help users before they ask, based on behavior.

• Mobile-First Experience – optimized chat for smartphones and tablets.

Key Metrics to Measure Success

How to Choose Live Chat Software

Choosing the right live chat software starts with understanding what your business needs. Below are the main things you should look at:

Business Size

• Small businesses: Need simple, low-cost chat tools that are easy to set up.

• Medium businesses: Need more features like automation and team management.

• Large businesses (enterprise): Need advanced integrations, strong analytics, and dedicated support.

Integration Needs

Your live chat must connect easily with tools you already use. Look for software that integrates with:

• CRM systems (to save customer history)

• Help desk ticket systems (to track issues)

• E-commerce platforms (to support shoppers faster)

• Email marketing tools (to send follow-up emails)

• Analytics tools (to measure performance)

• Social media platforms (for multi-channel support)

Budget

Live chat pricing can vary a lot.

• Basic plans usually start at $15–$20 per agent per month

• Advanced business plans can go over $50 per agent per month

Also remember to check:

• Setup fees

• Per-agent costs

• Costs for extra or premium features

Security and Compliance

Customer data must be safe. Make sure the software follows rules like GDPR, CCPA, or other required standards. Look for:

• End-to-end encryption

• Safe data storage

• Regular security audits

User Experience

Good live chat software should be easy for both your team and customers to use.

• The interface should be simple and clear

• Use free trials to test how it feels to use

Conclusion: Choosing Your Live Chat Solution

Live chat is no longer optional—it’s an important part of customer service. The best software for you depends on your goals, budget, and specific needs.

Start by asking yourself:

• What problem do we want to solve?

• What is our budget?

• What tools do we need to integrate with?

• How many agents will use it?

Use free trials to compare different options. Check how easy they are to use, whether they have the features your business needs, and how good the customer support is.

Remember:
The best chat software is the one your team can use easily and that truly helps your customers. Don’t choose a tool just because it has many features—choose one that matches your needs.

By using live chat wisely and improving based on data, you can:

• Increase customer satisfaction

• Improve sales conversions

• Build stronger customer relationships