Compare tools to help you chat with your customer directly on your website as they browse
Byron Tassoni-Resch is the Search Engine Marketing Manager for Deliveroo in Europe. With over 12 years in the digital marketing industry, his main focus is on paid search, video and display campaigns. He has worked both in-house and agency side, managing multiple millions of pounds in the span of his career.
Modern messaging for sales, marketing and support – all on the first platform made with customers in mind
Accounts start from $53 per month
Premium live chat software and help desk software for businesses. Over 24 000 companies from 150 countries use LiveChat
Accounts start from $19 per month
Freshworks Live Chat Software is an innovative, AI-driven tool that facilitates real-time, personalized customer interactions. Equipped with intelligent chatbots, targeted messaging, and a collaborative inbox, it seamlessly integrates with other Freshworks products to deliver a comprehensive customer service experience. Ideal for businesses of all sizes, it provides an efficient solution for boosting customer satisfaction and engagement.
Free tier available. Paid accounts start from $12 per user per month
Chatra: Personalizing Customer Support - Chatra is all about personalizing your customer support. It provides detailed visitor information, allowing you to tailor your interactions based on your customers' behavior. With Chatra, you can provide personalized support, improve customer satisfaction, and ultimately, drive business growth.
Free tier available. Paid accounts start from £21 per agent per month
HelpCrunch is an all-in-one customer communication platform that enhances customer support and sales. Its features include live chat, email support, a self-service knowledge base, automated messaging, pre-made responses, and detailed analytics, all designed to streamline customer interactions and drive business growth. Suitable for businesses of all sizes, HelpCrunch elevates customer communication and satisfaction.
Basic: £15/month (or £12/month if billed annually)
LivePerson transforms customer care at large brands, by moving analog voice calls to digital messaging and bots
Contact LivePerson for a quote
Add chat to your website or connect your messaging channels and start talking to customers in minutes. Chat and Message let you help customers in real time, which increases customer satisfaction
Free tier available. Paid accounts start from $14 per month
Make your business human by using live chat for sales, marketing and customer support on your website. Start talking to your customers today
Accounts start from $17 per month
Pure Chat is the preferred live chat solution for small to mid-sized teams
Free tier available. Paid accounts start from $39 per month
tawk.to is a free live chat app that lets you monitor and chat with visitors on your website or from a free customizable page
Free
Emerging in the mid-2000’s, live chat has become an incredibly important channel for direct customer communication, and for good reason: it has the immediacy of a phone call combined with the convenience of an email.
Customers have come to expect convenience at all times. When done well, live chat is one of the most convenient communication channels out there – customers can get answers to their questions, receive a timely response, and continue to do other things while waiting. Say goodbye to brain-melting hold music and “Your email is very important to us” auto-replies.
Live chat can benefit all kinds of companies, and there isn’t really one single use-case for deploying live chat to your site. One of the most popular uses is to enhance customer service – by adding live chat to customer support pages, you can help answer customer queries directly, save them the trouble of digging through your FAQ, and delight them by explaining features they might not have known about.
Then, by analysing the volume of different kinds of queries you can improve your FAQ to feature the most commonly asked questions more highly.
Another key benefit of live chat is increasing conversion rate on key sales pages. For B2B businesses, one of the most valuable pages on your site is the pricing page – and it’s generally a good sign if you’ve got a lead browsing that page in detail. Use live chat to intercept that lead and nurture them with a free trial offer or a more detailed run-through of your product.
This is especially important for businesses with high-value leads – one good live chat can end up being worth thousands.
For most digital businesses, competition is fierce amongst your target customers. Being the most convenient option is a major factor that keeps customers, and revenue, coming your way. By being to help solve customer issues immediately, that creates a lasting impression and builds brand loyalty.
Helping customers when they need it. For most digital businesses, competition is fierce amongst your target customers. Being the most convenient option is a major factor that keeps customers, and revenue, coming your way. By being to help solve customer issues immediately, that creates a lasting impression and builds brand loyalty.
Building a scalable, cost effective channel. Typical customer service channels are always one-to-one, but a good live chat operator can help multiple customers at once. Live chat can be a highly scalable channel – but don’t overwhelm your agents!
Increasing conversion rates. By anticipating the questions your customers might have about your product, and helping to on-board them faster, live chat can have significant uplift in conversion rates across your site.
Outshining your competition. Live chat is a high-touch, personalized communication channel. It can build trust in a way a well-designed landing page simply can’t. If your competitors aren’t doing it, it’s a great way to set your business apart.
Helping customers make purchase decisions. You know what sales messages convert leads to customers, and with live chat you have a lead’s full attention. Help guide them to features and differentiators, and answer any questions they might have.
Increasing customer loyalty. If you have a customer in need of assistance, and you help them quickly and effectively – you’ve earned a lot of trust from them. Every customer service ticket is an opportunity to delight and impress your customers, and keep them coming back.
To implement live chat, it’s highly recommended that you research and purchase a live chat software package. There’s a range to choose from, and they offer incredibly useful time-saving and conversion-driving features, including:
Not every tool has each of these features, and frankly, not every business needs all these features! Think about how your business and potential customers interact and what might enhance that – then pick the tool that best fits that need.
If you’re interested in configuring live chat for your website, we highly encourage reviewing our list of live chat providers. Each one is slightly different and serves slightly different business needs, but each one is an excellent option for providing your customers with top-notch service.
It’s worth reading through the pros and cons of each tool to find the one right for your business needs – there is often no one-size-fits-all approach!
LiveChat. An easy-to-integrate plug-in for your site that manages live chats, and has a range of features to improve efficiency (like auto-completes, macros, and ticket-tagging).
Zendesk Chat. An excellent live chat addition to Zendesk’s customer support suite – integrates seamlessly with their customer service platform.
LivePerson. An enterprise-level live chat service that funnels all of your channels through to a single live-chat platform.
Chatra. Automatically trigger live-chats when your customers complete particular criteria – very helpful for engaging high-value leads.
Intercom. An automated messaging system that allows you to schedule messages across multiple channels, and A/B test conversion messages.
With live chat, delighting your customers becomes just that much more achievable – go start some conversations!
