The 6 Best Live Chat Software for Customer Support
One of the characteristics of businesses with high sales and revenue generation is their elite customer treatment. Since these businesses have online extensions or run solely online most of the time, there is always a need for technical support.
However, technical support means more than upgrading the version of the app. Sometimes, technical support helps users fix bugs unique to them. Businesses must thoughtfully pick the best approach to ensure smooth communication between the customer and the technical support.
One of the best choices is live chat. Live chat is at the top of the chart, alongside call support, when it comes to satisfying customers when offering them support. It permits a conversational style of engagement. Hence, this article explores the best live chat support software available for your business. Furthermore, the criteria for identifying the best and choosing a befitting one will be discussed. Then, the benefits of live chat and tips for maximal customer support are identified.
What Is Live Chat Support Software?
Live chat is a conversational customer support approach. It allows users to make real-time requests and get their responses. The chat manager or agent engages the user via software. However, the customer can request a voice or video call outside the live chat support software.
However, some live chat software allows the client or chat agent to initiate audio or video calls on the app. Some of the common types available online are HubSpot, Slack, Zendesk, AirDroid Remote Support, etc.
Top 6 Live Chat Software for Customer Support
We have identified the options with the best features among the long list of options available online. More details about them are discussed in this section.
LiveChat - Best for Overall Functionality
LiveChat is an easy-to-use, cloud-based solution with impressive features. It has a modern chat area that can integrate well with other software, including a chatbot. This software comes with a customizable branding for your business. You can check out the free trial mode on any Web, iOS, Android, Mac, and Windows devices.
Key Features
- Auto-translation
- Chat tags
- Website traffic tracking
- Prewritten messages
- Offline forms
- Chat routing
Pricing
- $20 per agent monthly: Starter
- $41 per agent monthly: Team
- $59 per agent monthly: Business
- Contact sales for yearly Enterprise package
Editor Rating: It is a top-choice solution for small businesses with support-focused features.
Zendesk - Best for Full-featured Service Suite
The Zendesk service suite gives chat agents access to all the features needed. It ensures that you can chat with customers seamlessly. It is considered one of the best all-in-one ticketing solutions. It is highly customizable and integrates well with all other business systems. The upgraded version of Zendesk, Sunshine Conversations, allows users to access several features, including custom AI chatbots. You can try out the free trial version of the software on the Web, iOS, and Android devices.
Key Features
- Notifications
- Chatbots
- Prewritten messages
- Channel transfer
- Reporting
- Inactivity messages
Pricing
- $55 per agent monthly: Team
- $89 per agent monthly: Growth
- $115 per agent monthly: Professional
- $169 per agent monthly: Enterprise
- Contact sales for the yearly Enterprise Plus package
Editor Rating: It is a reliable solution with a ticket-based help desk that integrates well with every channel you want.
Liveagent - Best for Agent Gamification
LiveAgent allows your business to make customer support fast, fun, and competitive. You can set badges and levels of customer support. Its full customer support suite and smooth integration make it a highly valued solution. You can use it on Web, iOS, and Android with up to 30 days of free trial. It has a chatbot companion called Quriobot.
Key Features
- Social media integration
- Self-service portal
- Automation
- Stat monitoring
Pricing
- $9 per user monthly
Editor Rating: This is the right choice if your workplace needs a competitive ambiance. However, chat agents have to get familiar with unlabeled icons before they can be very good at using the software.
Zoho Desk - Best for Customer Support Feedback
Zoho Desk comes with a chat widget that makes accessing conversations very sleek. Furthermore, it has happiness ratings for agents to know how satisfied their clients are after a session. It has a 14-day free trial for Apple, Android, and Windows devices. You can use the ticketing system to transfer specific customer issues to the best-fit department and other custom branding features.
Key Features
- Help center widget
- Auto-translation
- Prewritten messages
- Ticket routing
- Real-time tracking
- Offline forms
Pricing
- $14 per user monthly: Standard
- $40 per user monthly: Enterprise
Editor Rating: Zoho support chat has an advanced AI chatbot that you can use to keep customers warm during conversation.
Olark - Best for Advanced Chat
Olark has all the advanced chat features you need for customer support. These features include real-time tracking of who is using your website. With its AI tool, you can initiate user interaction based on their behavior on the platform. It has a 14-day trial available on all your devices. It has a customizable chatbox. You can use the CoPiilot feature for chatbot purposes.
Key Features
- Auto-translation
- Chat analytics
- Ticket routing
- Prewritten messages
- Real-time tracking
- Chatbox forms
Pricing
- $14 per user monthly: Standard
- Contact sales for Pro package.
Editor Rating: This option has advanced features alongside basic features like ticket deflection, pre-chat survey, etc.
AirDroid Remote Support - Best for IT Customer Support
The overall best software for IT customer support is AirDroid Remote Support. It helps you stay steps ahead of clients' needs. It is an easy-to-use tool with advanced features.
Unattended Android Access: The app can connect and remotely control a device without consent from the device end.
High Security and Privacy: With features such as black screen mode that hides the maintenance process of the target device and military-grade end-to-end encryption, you can sleep about the app's privacy and security. There are multi-level passwords and dynamic connection codes for devices to establish connections uniquely.
AR Camera & 3D Marker: You can use the app to see through the target phone's camera. In addition, you can use 3D markers to illustrate real-world objects.
Lightweight Device Management: Your chat manager device is not likely to lag or shut down because the app is very light.
Pricing
$3.99 monthly for three devices for individuals
$9.69 quarterly for three devices for individuals
$29.99 yearly for three devices for individuals
$199 per seat yearly for large corporations
$599 per license yearly for large corporations
How We Choose the Best Live Chat Support Software
We have compiled this list of six for you, but we want to show you how we selected them.
Easy to Use for Customers and Agents
The UI/UX of the software is very essential. It determines how chat managers and agents will attend to customers. In turn, it determines how users will be able to express themselves.
Essential Features
Some essential features have to be present they are:
Auto-translation: For customers speaking a different language than your agents, this feature helps them get on the same page with them quickly.
Prewritten messages: This feature helps to make every second with the customer count. Hence, they know they have your attention.
Offline or chatbox form: If your live chat is unavailable 24/7 or on weekends, you can use the offline forms to get customer complaints. That way, you can resolve the issue as soon as the chat manager is available.
Chat or ticket routing: Depending on the departments you have in your company and the skillset of the chat agents, you want to move the chat to the appropriate technician.
Website traffic tracking: Although it is often considered an advanced tool, it is basic and essential. Following up on user's experience on your website in real-time can help know where they are struggling.
Integration Capabilities
A customer support software with it all can be robust and slow down computer operation. Hence, the software can be nimble but integrate well with other software, plugins, extensions, or chatbots. That way, it can perform more functions without being too heavy.
Third-party Reviews
We have considered what other websites said about this software. A positive rating from these sites means independent individuals have tested the app. Hence, it can be trusted.
Affordability
Pocket-friendly solutions are often the top considerations for small and medium-sized enterprises. Hence, we have identified the most economical options for you.
What Is the Right Live Chat Support Software?
Before you pick a live chat support software, you need to check out this section. It will guide you on how to proceed with your choice.
Identify Your Business Needs & Budget
You need to know what your business focuses on, whether it's agent competition, customer feedback, or advanced features. Now, compare your needs with the budget you have set aside for customer support. Carefully check the features of software solutions that fall within your budget to see if they can achieve your business's present focus.
Select the Suitable One Referring to the Table
To make your selection simple, we have put this table together for you to pick your preferred choice.
Essential Features | Platforms | Free Trial | Affordability | |
---|---|---|---|---|
LiveChat | Integration Ticket routing Prewritten messages | Web, iOS, Android, Mac, Windows | 14 days | $20~$59 per agent monthly |
Zendesk | Integration Ticket routing Prewritten messages | Web, iOS, Android | 14 days | $55~$169 per agent monthly |
LiveAgent | Integration Ticket routing Prewritten messages | Web, iOS, Android | 7 or 30 days | $9 per user monthly |
Zoho Desk | Integration Ticket routing Prewritten messages | Web, iOS, Android, Mac, Windows | 14 days | $14~40 per user monthly |
Olark | Integration Ticket routing Prewritten messages | Web, iOS, Android, Mac, Windows | 14 days | $14 per user monthly |
AirDroid Remote Support | Remote control Unattended access AR camera & 3D marketer | Web, iOS, Android, Mac, Windows | 14 days | $199 per seat yearly $599 per license yearly |
How Can Live Chat Software Improve Customer Support?
Below are some benefits of using live chat software as your customer support tool.
- It keeps your customer support very interactive and conversational.
- It is swift because it provides real-time responses to customers.
- It permits the collection of customer engagement data.
Exceptional Customer Support Tips
To execute customer support properly, you must follow the following tips.
Hire right: Customer support is the function of every company's department. However, the support agents and technical support are usually the main focus. In all instances, ensure you hire individuals capable of the task.
Train your agents: After a thorough hiring process, train your employees on the company's culture. Train your chat agents and managers on how to use the business's customer support software to its fullest potential.
Prioritize customer satisfaction: Agents must politely attend to customers. Importantly, they must ensure they see to it that every customer leaves with having their issue resolved.
Ensure swift execution: There should be a minimum required time for responding to customers and resolving all kinds of issues. That way, everyone is always on their toes.
Enhance Customer Support with Live Chat Tool
Live chat support programs have been vital to businesses, especially in improving customer ratings and perception. Hence, this article has identified your best live support software options. There is no free live support software on the list, but they have free trial modes for different devices.
By using any of this live chat support software, you will be significantly enhancing your customer support. Above all, AirDroid Remote Support allows you to help customers with IT support, like OS updates, without requesting their permission.
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