Top 20 Providers of Live Chat Software: Key Advantages

By Samarpit | Last Updated on March 19th, 2025 6:06 am

Live chat software, also known as live chat support, enables businesses to interact with their customers in real time. You can use live chat software to start conversations with new website visitors and provide support to existing customers. It is a great way to build relationships with potential or existing customers and provide them with the information they need instantly.

It creates a real-time, interactive environment where businesses engage their customers in a meaningful way. Live chat software also allows businesses to monitor, record, and analyze all live chat sessions. The data generated helps in understanding consumer behavior, requirements, and preferences.

Why You Should Add a Live Chat to your Website?

Traditional phone and email support methods often involve long wait times and numerous back-and-forth communications. Live chat support provides a more efficient and cost-effective alternative by offering immediate, personalized assistance to customers.

Forrester Research has found that live chat can reduce customer support costs by 17–30% while boosting customer satisfaction by 20% and loyalty by 25%.

Benefits of Live Chat Software

Increases Customer Engagement: Real-time interactions encourage visitors to spend more time on your site.
Boosts Sales and Conversions: Instant responses help overcome objections, prompting purchase decisions.
Provides Customer Insights: Monitoring chats reveals trends in customer queries and behavior.
Reduces Support Costs: Multiple chats can be handled simultaneously, lowering staffing needs.
Enhances Loyalty: Quick, personalized service builds long-term customer relationships.
Improves Efficiency: Agents can manage several conversations at once, increasing productivity.
Offers Real-Time Data: Analytics help tailor support and marketing strategies.
Increases Satisfaction: Instant help improves overall customer experience.
Drives Traffic: Proactive engagement converts visitors into leads and customers.

Live Chat Use Cases

Answering Questions: Provide immediate assistance pre- or post-purchase.
Enhancing Engagement: Use chats to run polls or surveys and build relationships.
Resolving Complaints: Address issues quickly to prevent escalation.
24/7 Support: Serve customers across time zones and outside business hours.

How Live Chat Turns Visitors into Customers

For example, if a visitor is unsure about a product’s size, a live chat agent can offer immediate advice—leading to a purchase. On subsequent visits, if the customer needs further help, the prompt support helps seal additional sales.

How to Choose the Right Live Chat Software

Visitor Tracking: Monitor real-time visitor activity.
Proactive Chat: Engage customers before they ask for help.
Chatbots: Automate responses for common inquiries.
Message Templates: Save time with pre-written responses.
Message History: Keep logs for follow-up and analysis.
Offline Forms: Collect information when live support isn’t available.
Chat Monitoring: Ensure quality through real-time oversight.
Chat Rating: Gather feedback on support quality.
Chat Routing: Direct chats to the most appropriate agent.
Canned Responses: Use standard replies to improve efficiency.
File Sharing: Exchange documents and images quickly.
Auto-Responders: Set up automated replies for instant engagement.
Smart Triggers: Initiate chats based on visitor behavior.
Queue Time: Inform visitors about expected wait times.

Usability Factors in Live Chat Software

Ease of Use: The system should be intuitive and require minimal training.
Mobile-Friendly: Ensure accessibility on various mobile devices.
Security Features: Protect customer data from breaches.
Custom Options: Tailor the chat interface to match your brand.
Onboarding: Quick integration and minimal learning curve are key.
Multi-Channel Support: Consider whether additional channels like email or phone are needed.
Integration Capabilities: The chat software should work seamlessly with existing tools.

Key Performance Indicators (KPIs)

Number of Chats: Total chat volume over time.
Agent Utilization: Efficiency of chat handling per agent.
Average Wait Time: Duration before a visitor is answered.
Average Chat Time: Duration of each chat session.
First Contact Resolution: Percentage of issues resolved on first contact.
Invitation Acceptance Rate: How often chat invitations are accepted.
Sales Conversion Rate: Effectiveness of chats in generating sales.
Customer Satisfaction Score: Feedback ratings from customers.
Peak Hour Traffic: Times with highest chat volumes.
Customer Retention Rate: Rate at which customers return post-chat.

Latest Trends in Live Chat Software

Artificial Intelligence (AI): Automate tasks and route chats intelligently.
Omnichannel Integration: Unify live chat with email, phone, and social media support.
Mobile Responsiveness: Ensure smooth functionality on mobile devices.
Gamification: Use badges and points to motivate agents and engage customers.
Co-Browsing & Screen Share: Assist customers more effectively with visual guidance.

Key Live Chat Statistics

60% of customers expect an immediate response during a live chat.
B2B companies account for 61% of live chat usage, while B2C makes up 33%.
Live chat is used for sales by 74% of B2C companies and 85% of B2B companies.
In 2020, the average company received 8,423 chat messages per month.
The live chat industry is expected to be worth $997 million by 2023.
87% of businesses use live chat to connect with customers in real time.
61% of businesses use live chat to boost sales and conversions.

Live Chat Conversion & Customer Satisfaction Statistics

Customers are 63% more likely to return to a website with live chat.
44% of online shoppers value having a live chat agent during purchase.
94% of customers report satisfaction when proactively invited to chat.
Live chat users are 40% more likely to make a purchase than non-chat users.
Live chat can increase revenue per chat hour by 48% and conversion rates by 40%.
Live chat satisfaction rates: 73% for chat, 61% for email, and 44% for phone support.
65% of customers are more likely to return to sites that offer live chat.
46% prefer live chat over other communication methods.
36% value support through their desired communication methods.
Over 95% say quality support is more important than speed.

Live Chat Engagement & Lead Generation Statistics

80% of U.S. customers would pay more for a better customer experience.
63% are more likely to return to websites with live chat.
44% consider having a live chat specialist a crucial feature during purchase.
49% of American consumers have switched companies due to poor customer service.
40% expect faster responses from customer service.
38% of customers said a live chat session led directly to a purchase.
29% are more inclined to purchase from sites with live chat even if they don’t need help.
51% report a higher likelihood of purchasing after using live chat.
Live chat can boost conversion by up to 12% and increase leads by 40% or more.

Live Chat Benchmark Statistics

73% overall customer satisfaction with live chat.
Average response time: 42 seconds.
62% of customers prefer live chat over other channels.
Average chat session duration: 11 minutes and 55 seconds.

Live Chat Support vs. Phones

While both methods have advantages, live chat support allows for faster responses and simultaneous customer assistance, reducing wait times and enhancing the overall experience.

Why Choose Appy Pie Live Chat for Your Business?

Key Advantages

Instant Response: Connects visitors with an agent in seconds using intelligent routing.
Third-Party Integrations: Seamlessly integrates with platforms like Facebook Messenger, WhatsApp, and CRM systems.
Multimedia Capabilities: Supports file sharing of images, videos, and documents.
Reports and Analytics: Offers detailed insights into customer interactions.
Chat Routing: Automatically directs chats to the most suitable agent.
Seamless Experience: Ensures easy access for customers on any page.
Team Collaboration: Features group chat, file sharing, and task management.
Chat History: Maintains records for personalized follow-up.

Top 20 Providers of Live Chat Software

Appy Pie Live Chat

Appy Pie Live Chat enables real-time communication with features like chatbots, canned responses, and visitor monitoring. Ideal for small and mid-size businesses.

Key Features: AI-powered live chat, canned responses, third-party integrations, real-time visitor monitoring, email notifications, auto-assign chats, detailed reporting, 24/7 support.
Pros: Intuitive setup, customizable chat widget, automated chatbots, CRM integration, affordable pricing.
Cons: No video chat support, limited collaboration options, occasional downtime.

Zendesk

Zendesk is a cloud-based help desk solution offering live chat along with multi-channel support to provide rich, centralized customer service.

Key Features: Multichannel connectivity, centralized conversation management, proactive engagement, 24-hour support, live chat analytics, Zendesk integrations, scalability, and customization.
Pros: Easy to set up, customizable chat widget, automated chatbots, CRM integration, affordable plans.
Cons: No video chat support, fewer collaboration options, occasional downtime.

LiveChat

LiveChat combines live chat and ticketing to offer versatile customer support with multiple Live Chat integrations and proactive conversation features.

Key Features: Proactive conversation, pre-written responses, offline forms, customizable branding, chat routing, tracking.
Pros: Chat transfers, automated follow-ups, agent role settings, sales tracker, user-friendly interface.
Cons: Limited customization, no free plan, higher cost for small businesses, HIPAA compliance only on the Enterprise plan.

LiveAgent

LiveAgent offers a comprehensive customer support solution with ticketing, live chat, a built-in CRM, and a focus on improving customer satisfaction.

Key Features: Personalized proactive chat invitations, automated distribution, multi-channel LiveAgent integrations, enhanced customer engagement.
Pros: Universal inbox, robust reporting, SLA compliance, free trial.
Cons: Lacks a desktop app, complex user interface, expensive for small businesses.

Zoho Desk

Zoho Desk is an online customer service software that delivers faster, smarter support and Zoho Desk integrations across multiple channels with a robust knowledge base and analytics.

Key Features: Automation capabilities, pre-written responses, adaptable widget, feedback forms, proactive assistance.
Pros: Customizable dashboard, 100+ integrations, user-friendly interface, extensive enterprise features.
Cons: Advanced features only in higher-tier plans, complex customization, technical skills needed for integration.

Tidio

Tidio is a customer experience platform that helps online businesses convert visitors into active buyers with ready-to-use chatbots and a unified helpdesk solution.

Key Features: Live chat communication, pre-made chatbot strategies, cart preview, order history checks, and a simple ticketing system.
Pros: Reliable customer support, custom branding, robust reporting.
Cons: Limited export capabilities, slow response rate, relatively pricey.

Freshworks

Freshworks is a cloud-based customer service platform offering help desk automation, ticketing, live chat, and AI-powered insights to deliver personalized support.

Key Features: Unified messaging API, real-time reports, Freshworks integration, tracking and analytics, AI-powered insights.
Pros: Easy customer data management, effective interaction tracking, single sign-on, role-based permissions.
Cons: Difficult navigation, subpar mobile app experience, limited integrations.

JivoChat

JivoChat is a versatile live chat software enabling real-time support via multiple channels, with a customizable widget and advanced features like chatbots, Jivochat integrations and visitor tracking.

Key Features: Multi-channel support (live chat, phone, email, Facebook, WhatsApp), customizable widget, chatbots, canned responses, agent productivity tools, analytics, and CRM integrations.
Pros: Easy customization, over 100 integrations, powerful analytics, advanced features.
Cons: Inconsistent response times, limited customization options, potentially overwhelming interface.

Userlike

Userlike Live Chat offers a customizable, multi-channel chat widget that integrates with various messaging apps to provide a seamless, personalized customer support experience.

Key Features: Customizable chat widget, multi-channel support (live chat, WhatsApp, Facebook Messenger), advanced features like chatbots and file sharing, CRM and eCommerce integrations, analytics, and a free plan with limited features.
Pros: Customizable widget, robust multi-channel support, strong third-party integrations, built-in analytics, free plan available.
Cons: Higher pricing for larger businesses, less user-friendly interface, limited customization options, occasional connectivity issues.

Pure Chat

Pure Chat offers a customizable chat widget, automated greetings, and chat routing to provide a professional and efficient online customer support experience.

Key Features: Pre-written responses, file sharing, Pure Chat integrations with platforms like WordPress and Shopify, and multi-channel support.
Pros: Real-time analytics, seamless integrations, effective chat routing, automated greetings.
Cons: Limited language support, no integrated helpdesk, higher pricing for advanced features.

SnapEngage

SnapEngage unifies customer conversations from various channels (website, social media, SMS, etc.) into one platform, offering proactive chat and detailed analytics.

Key Features: Omnichannel support, proactive chat initiation, comprehensive reporting and analytics, and easy third-party integrations.
Pros: Customizable widgets, strong omnichannel support, robust third-party integrations, detailed analytics.
Cons: High cost, steep learning curve, complex setup, limited mobile app functionality.

Smartsupp

Smartsupp is a live chat software designed for real-time customer engagement. It offers customizability, chatbot automation, and detailed reporting, with a free plan available for basic features.

Key Features: Customizable widget, chatbots and automation, omnichannel support, advanced customization, and third-party integrations.
Pros: Team management tools, real-time monitoring, 14-day chat history, multi-language support, mobile app.
Cons: Limited automation in lower-tier plans, some integrations require higher-tier plans, no phone support.

HubSpot Live Chat

HubSpot Live Chat is part of HubSpot’s CRM platform. It allows businesses to engage website visitors in real time, automatically route chats, and integrate with HubSpot’s extensive CRM tools.

Key Features: Lead and customer routing, chat automation, real-time support, HubSpot integrations, personalized messaging.
Pros: Multi-language support, live visitor tracking, effective chatbots, mobile app access.
Cons: High cost, steep learning curve, limited mobile app functionality, less effective chatbot performance.

Chatra

Chatra enables real-time communication with website visitors through a user-friendly interface that supports multiple channels including Facebook and Instagram messaging.

Key Features: Desktop and mobile chat, Chatra integrations with Facebook, Instagram, and email, chatbot automation, visitor tracking including cart information.
Pros: Real-time engagement, customizable widget, multiple communication channels, advanced features.
Cons: No phone support, limited integrations, free plan is limited in features.

Chaport

Chaport is a modern live chat software that facilitates real-time customer interaction with features like automated messages, visitor tracking, and integrations with popular CRM and messaging platforms.

Key Features: User-friendly interface, multiple simultaneous chats, automated greetings, detailed visitor tracking, real-time analytics, customizable widget.
Pros: Chatbot integration for 24/7 support, multi-language support, CRM integrations, effective multi-chat handling.
Cons: Limited integrations (mostly with CRM tools), relatively high pricing, limited reporting capabilities.

Formilla

Formilla Live Chat is a versatile tool that connects businesses with customers in real time through a user-friendly interface and advanced features aimed at boosting sales and customer satisfaction.

Key Features: Marketing automation, canned replies, chat broadcast, advanced customization options.
Pros: Effective marketing automation, quick response with canned replies, efficient chat broadcast, extensive customization.
Cons: Notification tone issues, slightly expensive, limited control over chats.

HelpCrunch

HelpCrunch is a robust live chat and customer communication tool designed to improve support and drive sales with features like customizable widgets, automated responses, and integrated analytics.

Key Features: Customizable chat widget, automated greetings and responses, intelligent chat routing, comprehensive reporting and analytics, CRM and eCommerce integrations, multi-channel support.
Pros: Proactive visitor engagement, intuitive self-service options, strong omnichannel communication, centralized communication management.
Cons: Limited customization options, relatively higher cost.

HelpOnClick

HelpOnClick Live Chat provides a highly customizable chat widget that offers personalized greetings, real-time visitor monitoring, and detailed analytics to help businesses better understand customer behavior.

Key Features: Fully customizable chat widget (color, style, placement), personalized greetings based on behavior and location, real-time visitor monitoring, automated chatbots, comprehensive analytics.
Pros: Mobile app support, robust analytic tools, unlimited integrations, cost-effective.
Cons: Limited language support, steep learning curve, complex setup process.

Tawk.to

Tawk.to is a free live chat solution that enables real-time communication with website visitors. It includes features such as a ticketing system, chatbots, and detailed analytics, available on both web and mobile platforms.

Key Features: Built-in knowledge base, multi-language support, Tawk.to integrations, complete customer journey monitoring, automated translation, email notifications.
Pros: Geo IP tracking, unlimited agents, sentiment tracking, unlimited history, detailed reporting, agent alerts.
Cons: Inconsistent notifications, limited customization, basic chatbot functionality.

MyLiveChat

MyLiveChat is a comprehensive live chat solution that tracks visitor behavior and offers multiple simultaneous chat sessions, helping businesses gain valuable insights into customer preferences.

Key Features: Effective UI for an engaging user experience, email chat transcripts, multiple simultaneous chat sessions, real-time visitor monitoring, GDPR compliance.
Pros: Spell checker, canned responses, proactive chat, graphical emoticons.
Cons: Limited customization options, relatively high pricing, learning curve challenges.

Conclusion

Live chat is one of the most effective customer service tools available today. Its ability to provide fast, convenient, and personalized support not only improves customer satisfaction but also drives higher conversion rates. Choosing the right live chat software—with features tailored to your business needs—can streamline operations, enhance customer engagement, and ultimately lead to increased sales.

Samarpit

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