11 Hand-picked Live Chat Software for a Fantastic Customer Experience

Aadyasha Satrusallya / August 4, 2021 | 17 Mins Read

11 Hand-picked Live Chat Software for a Fantastic Customer Experience

Live chat software is the 'new phone' for customers and the 'new customer representative' for businesses. Why is that? Well, just take a look at the article below:

Your customers want solutions, and they want them now.

Becoming incredibly accessible to your customers is not only a luxury that big corporations offer but a necessity for each startup and SMB.. 

One of the best ways to be incredibly accessible to your customers is through a live chat software for business. 

If you don’t invest in good live chat software today, your competitor definitely will - and you would practically be leading your customers to your competitors by hand! 

A good live chat software for websites lets you connect with your customers in real-time, gives you insights about their behaviors, allows you to be proactive with your customer support, and keeps your customers engaged when you are not around!

So here I have 11 of the best live chat software that is popular in the market and their unique features, pros and cons, what we think about them, and our final judgment on which the best one among them is.

Top 5

NameDescription
Tawk.toTawk packs all essential live chat features for free!
AcquireAcquire offers co-browsing, in-chat video and live chat.
LiveChatLiveChat has plans suited precisely to your needs.
DixaDixa resolves highly technical queries.
OlarkOlark triggers conversations directly from where your customers are.

1. Tawk.to

Tawk.to

Image source: https://www.tawk.to/

Price: Free

Tawk.to is a free tool that has a number of features packed into it. What makes Tawk a very unique live chat customer service tool is that it is free to use and has no premium versions! When Tawk was launched back in 2013, they were already aware that they had tough competition to face. 

However, they did things differently by deciding that their users will avail all their features for free, and pay only if they wanted any extra features over and above the normal offerings. Now, who can beat ‘free’?

What to expect from Tawk.to:

  1. Incorporation is through HTML.
  2. Lets you monitor conversations in real-time
  3. Has extra features that you can pay for such as removal of their branding and assignment of a trained agent to handle your business queries for you.

 

Tawk.to dashboard

Image source: https://images.cloudflareapps.com/QCBJDIoRzSaC5sGjIL8Y_Screen%20Shot%202017-08-31%20at%2017.06.43.png

What you will like about Tawk.to

What is not that great

  1. No premium tiers - just one free version.
  2. The paid add-ons are not too expensive.
  3. They are optimized for desktop as well as mobile.
  4. They can easily integrate into your software and tools.
  5. Getting started is as swift as a breeze.
  6. They are constantly adding new features and updating existing features.
  1. There are a few complaints about the promptness of notifications on the phone.
  2. You need to have expertise in HTML to use it.

Key takeaway: 

Our take on this is pretty simple - Tawk.to is free and offers most features that other live chat software providers do, making it a viable choice for you.

What are people saying? 

Tawk.to feedbacks

Source: https://www.softwareadvice.com/live-chat/tawk-to-profile/reviews/

Tawk.to feedbacks

Source: https://www.g2.com/products/tawk-to/reviews/tawk-to-review-4214750

 

2. Intercom

Intercom

Image source: http://www.intercom.com/

Price: Starts at $59/month

Intercom is one of the most popular live chat software out there - and with good reason! They are perhaps the oldest players in this market which gives them the leverage of having features so advanced and well-designed that most newer competitors find it hard to match up to. 

Besides, having been in the market for long, this live chat for business has deeper insights into what the market demands, being better able to adapt to those demands faster.

What to expect from Intercom:

  1. They have live chat for website and app, shared inbox, support box and so on.
  2. Customer analytics is available. 
  3. Easy integration with existing software and tools.
  4. Engineered to take care of the complete life-cycle of the customer - from onboarding to handling issues and complaints.
  5. Designed for easy use for both, external as well as internal entities.

intercom dashboard

Image source: https://blog-cdn.upscope.io/wp-content/uploads/2018/06/60cb5-1lantrtszlrejndb3jvafew.jpeg

What you will like about Intercom

What is not that great

  1. Integrations with over 250+ apps!
  2. Knowledge base to help you and your customers
  3. Sophisticated messaging campaigns
  4. Ability to hyper-personalize the experience for your customers.
  5. Ability to advertise your new initiatives in the chatbox itself.
  6. Amazing support
  1. Packing too many features may have rendered the tool a little too heavy, and complex to master.
  2. Pricey

Key takeaway: 

If you just want a trusted, robust live chat software tool, and you have pockets that are deep, then Intercom is for you.

What are people saying? 

intercom feedbacks

Source: https://www.g2.com/products/intercom/reviews/intercom-review-4831008

intercom feedbacks

Source: https://www.g2.com/products/intercom/reviews/intercom-review-4821275

3. Acquire

Acquire

Price: Contact them for customized price options

Picture this - your customer is complaining about something to you on chat. You can make out neither head nor tail of what your angry customer is saying. What do you do?

Well, with Acquire you can simply get on a video call with them and see the problem for yourself! Or, cobrowse with your customers to see where they are stuck and solve the problem with them while you are chatting with them. This is hands-down the most amazing thing we have seen and you can only begin to imagine what all such features are capable of doing for your business!

The developers at Acquire are constantly thinking about how the customer-support challenges of tomorrow can be solved today! Perhaps that is why one of the ways in which Acquire describes its software by promising a “collaborative experience” for your customers. And in a world where personalized experiences, designed to pamper customers like never before, seem to be more of a necessity than a luxury, Acquire is one of the few live chat software that proudly boasts of having the perfect solutions for all

What to expect from Acquire:

  1. Seamless integration with multiple platforms.
  2. Offers co-browsing.
  3. Exclusively designed for personalized customer experience.
  4. Multichannel communication for a phygital customer experience.
  5. Data-driven reports.

Acquire dashboard

Image source: https://acquire.io/wp-content/themes/acquire/assets/images/frontpage/features.svg

What you will like about Acquire

What is not that great

  1. Super easy to use and light
  2. The co-browse and built-in video call features are well-designed and guaranteed to create a superb customer experience.
  3. Easy integration with a number of tools and CRMs such as Salesforce, Facebook, Zendesk - and even Whatsapp!
  4. Great customer service
  1. You may find this live chat tool to be a little expensive.
  2. There are some complaints of bugs, although the Acquire team seems to be constantly on its toes to sort these out.

Key-takeaway: 

Although we said that Acquire may be expensive, it would be worth every penny, given the kind of futuristic and intuitive features they pack in. Definitely a live chat support software that we would strongly recommend to businesses of all sizes.

What are people saying? 

Acquire feedbacks

Source: https://www.g2.com/products/acquire/reviews/acquire-review-4590696

Acquire feedbacks

Source: https://www.g2.com/products/acquire/reviews/acquire-review-4629048

4. LiveChat

LiveChat

Pricing: Starts at $16/month per agent

LiveChat’s focus is on helping you connect with your customers anywhere they are. Now, if you are smart, you would know how important it is to have a proactive customer approach. And if you do, you would know how important it is to be as accessible to your customers as possible. 

LiveChat does exactly that - and no, we are not simply talking about live chat on your site - we mean other unique features such as keeping a tab of and replying to comments on external platforms such as Facebook! 

With LiveChat, your customers can reach out to you literally in any digital manner that they want to - and while this would have been very cumbersome and confusing a few years ago, multichannel communication will prove to be a piece of cake with LiveChat.

What to expect from LiveChat:

  1. LiveChat is specifically designed for multichannel communication - so expect everything to be driven towards this end.
  2. Automation with a chatbot
  3. Insane number of integrations
  4. Multiple ‘agents’ can be assigned for different kinds of customer queries.
  5. Highly customizable
  6. Analytics and reports are available.

LiveChat dashboard

Image source: https://www.livechat.com/powered-by-livechat/livechat-mobile-applications.0f248633409994c372986400b9e567f07b739a31538ba35d19014067fb6faa0c.png

What you will like about LiveChat

What is not that great

  1. Of all the pros,‘Sneak-peek’ takes the cake: you can actually get a glimpse of what your customer is typing even before the message actually arrives! We will let you take a moment to let that sink in.
  2. You can show off your products and services on this live chat tool itself - which means you can sell while you solve!
  3. Integrations with over 200 tools!
  4. Not too expensive if you only have just one agent handling it.
  1. We aren’t too sure if the basic versions would prove to be of much use. 
  2. Just a chat box may not really be enough anymore - there are no supporting features.

Key-takeaway: 

LiveChat is exactly what that name says - and nothing more. It may be a great live chat for a website as well as an app, if you have only one agent handling your customer support interaction. However, if there are going to be more, we wouldn’t really recommend this product. Live-chat is probably great for really small businesses with limited needs.

What are people saying? 

LiveChat feedbacks

Source: https://www.g2.com/products/livechat/reviews/livechat-review-4487180

LiveChat feedbacks

Source: https://www.g2.com/products/livechat/reviews/livechat-review-4655901

5. Podium

Podium

Image source: https://www.podium.com/

Price: Contact them for pricing.

To be very frank, we are very undecided about what we feel about Podium. But we are here to give you facts - and perhaps you can tell us what your opinion is! 

We have very mixed feelings about Podium because there are some features that are really great, while others really need to buck up - especially given the kind of competitors they are dealing with. 

At first glance, it is obvious that Podium is designed to be a super-advanced and sophisticated live chat software for website- and they even claim that with them, you will have an unfair advantage! Now that’s a very big thing to say. So let’s understand this tool in a little more depth.

What to expect from Podium:

  1. Specially designed for sales and has a sophisticated feature around feedback and reviews.
  2. Payments can be made in the chat box itself.
  3. Unified customer conversation view
  4. Team collaboration

podium dashboard

Image source: https://www.podium.com/wp-content/uploads/2020/07/feat-img-1.jpg

What you will like about Podium

What is not that great

  1. Very neat, futuristic-looking interface
  2. Multiple contact options for your customers
  3. Manage conversations across numerous platforms from the same dashboard
  4. Easy redirection of conversations to the right persons
  5. Quick feedback and Google reviews as well as payments 
  1. We aren’t very sure what more it can do - it is quite vague in that area.
  2. There is no mention of AI or chatbots anywhere - we aren’t sure how far that would work in 2021. Perhaps it is a feature that is yet to be added.
  3. All conversations have to begin with a phone number. They market this as a pro and we understand why - it’s great for business. But would customers really want to give you their numbers that easily? 

Key-takeaway: 

The only way we can see Podium being useful right now is if you are a business with a highly niche clientele, and feedback and reviews are of primary importance to you. If yes, then perhaps Podium would be great for you. 

What are people saying? 

podium feedbacks

Source: https://www.g2.com/products/podium/reviews/podium-review-4453689

podium feedbacks

Source: https://www.g2.com/products/podium/reviews/podium-review-4585113

6. Hubspot

Hubspot

Image source: https://upload.wikimedia.org/wikipedia/commons/thumb/3/3f/HubSpot_Logo.svg/2560px-HubSpot_Logo.svg.png

Price: Starts at $19/month

Hubspot is a well-known live chat software and no list of this kind can ever be complete without giving it a mention. After all, they do offer a free version which is probably why it is popular! Hubspot has all the classic features you would expect from live chat support of this kind - ticketing, live chat box, templates and so on. 

So why should Hubspot deserve a mention on this list?

Because the other tools that HubSpot sells go well along with their live chat software, tremendously boosting your business communications. Some of them are Marketing Hub, Sales Hub, Operations Hub and so on. Let’s see what Hubspot’s live chat software, called “Service Hub” has to offer:

What to expect from Hubspot:

  1. Robust live chat for website and app with canned responses and templates
  2. Easy integration with other Hubspot tools
  3. Integration with Messenger
  4. Scheduled meetings and emails
  5. Shared inbox

Hubspot dashboard

Image source: https://cdn2.hubspot.net/hubfs/53/HubSpot-WordPress-Plugin.png

What you will like about Hubspot

What is not that great

  1. Hubspot’s free tier has everything you would need if you are a small company.
  2. Customization of the widget's look and feel is available
  3. Can prove to be a powerful CRM when used with other Hubspot tools
  1. While it may be a pro to some, the fact that you have to pay for other Hubspot tools may be a con to others.
  2. You have to pay for the watermark to be removed.

Key-takeaway:

Our recommendation would be to take a bunch of Hubspot tools instead of just one as that is when you will really be able to leverage this live chat support too to  its full potential.

What are people saying? 

Hubspot feedbacks

Source: https://www.g2.com/products/hubspot-marketing-hub/reviews/hubspot-marketing-hub-review-4818846

Hubspot feedbacks

Source: https://www.g2.com/products/hubspot-marketing-hub/reviews/hubspot-marketing-hub-review-4621169

7. Olark

Olark

Image source: olark.com

Pricing: Starts at $19/month

When you check out different live chat software options, one thing you would perhaps notice is that most of them are similar - after all what more can live chat support of this kind offer? The only thing that a live chat tool can do differently is to amplify your experience to a whole new level - and Olark does just that.

The one thing you will notice about them is their emphasis on ‘ease’. They believe that your customer-conversations, team-collaborations as well as analytics should be easy for you. That, along with their customization options are probably why they are one of the most popular live chat software out there - with over 12,000 customers across 178 countries!

What you can expect from Olark:

  1. Highly customizable live chat support
  2. Chats and conversations are saved in a transcript archive.
  3. Reporting and analytics are available.
  4. Automated responses are available based on three scenarios - the customer’s location, the web page the customer is on and the customer’s browsing behavior.
  5. Team collaboration is available.
  6. Integrations are available.

Olark dashboard

Source: https://www.chattooltester.com/wp-content/uploads/2018/06/olark-chat-console.png

What is great about Olark

What is not that great

  1. Clean and neat interface
  2. Super intuitive and functional dashboard that lets you get in touch with your customers as well as collaborate easily from the same place.
  3. You can pick up conversations from the page that the customer is on - for example, if your customer is stalling on the ‘pricing’ page, you can initiate a conversation about pricing with them.
  4. They have add-ons that you can use.
  5. Inexpensive 
  6. They have a free trial
  1. Not everyone is happy that the add-on features have to be paid for.
  2. While the appearance of the chat can be customized, the widget itself doesn’t offer much there.

Key-takeaway: 

Olark is a very simple and rather basic live chat customer service tool. But at those prices, it would be a pretty great option if you are a small business with only the most simple but vital requirements.

What are people saying? 

Olark feedbacks

Source: https://www.g2.com/products/olark/reviews/olark-review-4494248

Olark feedbacks

Source: https://www.g2.com/products/olark/reviews/olark-review-700474

8. LiveAgent

Live Agent

Image source: liveagent.com

Pricing: Paid version starts at $15/month

Before you read on, let’s save you some time and tell you that LiveAgent wouldn’t really be our recommendation to you if you are looking for a great, all-round live chat software. So if you want to skip this one, you can. If you still want to know why this tool is mentioned here, read on.

LiveAgent is all about essentials. Rather than present themselves as an all-in-one solution, they have more or less broken down their services, offering you only things that your business really wants. Say for example, that you don’t need live chat - and only want to register complaints. You have an option for just that. For the sake of convenience, we will see what LiveAgent offers on the whole. Please remember that the features will differ for each plan.

What to expect from LiveAgent:

  1. Robust ticketing option
  2. Team collaboration is possible along with a shared inbox.
  3. Automation workflow is available.
  4. You can send canned and automated messages.
  5. Not too many integrations

Live Agent dashboard

Image source: https://static.crozdesk.com/web_app_library/screenshots/images/000/018/139/screenshot/liveagent-screenshot-2.png?1559230446

What you will like about LiveAgent

What is not that great

  1. Really cool ticketing system
  2. If you don’t need Live chat, you can choose the basic option.
  1. You shouldn’t have to pay more for live chat - live chat is normally offered by default by other live chat software providers.
  2. Not enough integrations

Key-takeaway: 

Well, yes the starting price does look very small. But it doesn’t have the most basic feature - live chat. If you’re looking only for ticket management, this would be a great option for you. Not otherwise.

What are people saying? 

Live Agent feedbacks

Source: https://www.g2.com/products/liveagent/reviews/liveagent-review-4847435

Live Agent feedbacks

Source: https://www.g2.com/products/liveagent/reviews/liveagent-review-4836226

9. Pure Chat

Pure chat

Image source: https://purechat.com/

Pricing: Starts at $39/month

Pure Chat places a special focus on reports and analytics. With Pure Chat, you can be sure of having better, more effective conversations thanks to the deep insights that you will get. 

Pure Chat has auxiliary features such as real-time visitor analytics and contact history that can help you know how well your marketing strategies are working. This will help you shape better conversations and customer support protocol, making Pure Chat a great live chat software for a good overall experience.

What to expect from Pure Chat:

  1. Has multiple integrations
  2. Customizations are available.

pure chat dashboard

Image source: https://gdm-catalog-fmapi-prod.imgix.net/ProductScreenshot/1e3b2b47-51db-4fe5-90d4-e032d20717dd.png?auto=format

What you will like about Pure Chat

What is not that great

  1. All integrations and unlimited chats available for all tiers.
  2. Ability to send canned responses lets you save time.
  3. Visitor tracking
  4. You can extract chat history transcripts.
  5. Even the basic plan lets you add up to 4 operators which is pretty great!
1. You have to go for the more expensive option to remove their branding.

Key-takeaway: 

For the prices they offer, Pure Chat is definitely great - especially for small businesses. 

What are people saying? 

pure chat feedbacks

Source: https://www.g2.com/products/pure-chat/reviews/pure-chat-review-4553959

pure chat feedbacks

Source: https://www.g2.com/products/pure-chat/reviews/pure-chat-review-4413249

10. Zendesk

Zendesk

Image source: https://www.zendesk.com/

Zendesk is a leading name in live chat software. Yet another contender that provides all-round services that you would require to enhance your customer experience, Zendesk has carved a niche for itself thanks to the quality and simplicity of their live chat support software. It is super easy to get started, has a dashboard, lets you create and manage tickets, and also analyze reports. 

What to expect from Zendesk:

  1. You can assign roles to people managing the tool.
  2. Lets you gauge performance from the dashboard itself. 
  3. Is able to integrate with a number of CRMs and tools.
  4. Personalization and customization are possible.

zendesk dashboard

Image source: https://d1eipm3vz40hy0.cloudfront.net/images/live-chat-software-agent-enduser-view.png

What you will like about Zendesk

What is not that great

  1. Canned responses and automation
  2. Sophisticated ticket generation and management
  3. Workflows and SLAs can be easily set.
  4. More than a hundred integrations.
  5. Knowledge base is always a plus!
  1. Expensive

Key-takeaway: 

Zendesk is expensive - especially if you want to unlock its full potential. If you really want reliable live chat software to work with regardless of the cost, Zendesk could prove to be just great!

What are people saying? 

zendesk feedback

Source: https://www.g2.com/products/zendesk-support-suite/reviews/zendesk-support-suite-review-4854565

zendesk feedback

Source: https://www.g2.com/products/zendesk-support-suite/reviews/zendesk-support-suite-review-4852596

11. SnapEngage

Snap engage

Image source: snapengage.com

Pricing: Starts at $16/month

We won’t bore you with the usual features with this last name on this list because SnapEngage, like any good live chat software out there has all the usual features you would want. But it requires a special mention because with their HIPAA compliance, it becomes an especially useful tool for healthcare companies. This added assurance of patient information protection comes as a boon to healthcare companies that are looking for solutions that are suited to their needs - and let’s face it, even though each business’s needs are different, it’s all the more different for a healthcare setup. 

Apart from this, you can expect the usual features such as ticketing, automation, integrations, team-collaboration, and so on.

What to expect from SnapEngage:

  1. You have different plan tiers, as well as add-ons you can purchase.
  2. Team collaboration, chat transfers and ticket rerouting are available.
  3. SnapEngage offers plenty of integrations.
  4. Removal of SnapEngage branding is included in some tiers, while available as an add-on for others.

Snap engage dashboard

Image source: https://help.snapengage.com/files/2020/08/www.snapengage.com_app_settings-46.png

What you will like about SnapEngage

What is not that great

  1. They have a number of safety certifications even apart from HIPAA.
  2. Single sign-on and audit logs
  3. Knowledge-base
  4. Easy to get started - some tiers also have guided assistance.
  1. All their automated bot features are only available for their highest tier. 
  2. The lower tiers have very little to offer.

Key-takeaway: 

We would recommend this live chat for businesses to only large healthcare setups and hospitals. And to them, we would say, just go for their Enterprise option as the lower two tiers wouldn’t be of much help. If you are a smaller business, go with any of the other options we have listed here.

What are people saying? 

Snap engage feedback

Source: https://www.g2.com/products/snapengage/reviews/snapengage-review-145185

Snap engage feedback

Source: https://www.g2.com/products/snapengage/reviews/snapengage-review-3453449

Bonus: Dixa

Dixa

Source: https://raw.githubusercontent.com/dixahq/dixa-desktop-app-release/master/dixa-logo.png

If the 11 live chat software that we have mentioned are not enough, we have Dixa for you as a bonus - and with good reason! Dixa has some great reviews out there, as one of the live chat tools that gives you great features even with their lower tiers. 

Dixa is designed for superior team collaboration and ticket management, letting you seamlessly take over a conversation that your colleague just left, without you having to ask any details whatsoever from the customer. What’s more, one of their unique add-ons lets you add collaborators who could be of help in solving issues, without them having to talk to the customer directly!

What to expect from Dixa:

  1. Automated and live chatting are both available.
  2. Collaborative customer support is possible.
  3. Easy to get started.
  4. Can be integrated with a number of tools and software.
  5. Workflow SLAs can be set and rerouting can be done based on priority.

Dixa dashboard

Image source: https://cdn.marketing.dixa.com/app/uploads/2020/08/09125601/Channel-Chat-Full-Product%402x-e1600244895587.png

What you will like about Dixa

What is not that great

  1. Basic tier has most of their useful features.
  2. Easy to use and neat interface.
  3. Experts from different departments can be added as collaborators to solve technical issues, without facing the customer.
  4. Chat history is maintained and all agents can keep a tab on all conversations.
  1. Knowledge Base is an add-on that you have to purchase.
  2. Might be a bit on the expensive side.

Key takeaway: 

Dixa has a focus on the smoothness of conversations and problem-solving. We would highly recommend Dixa to companies that deal with products that can have issues that are highly technical in nature, needing experts to solve them. 

What are people saying? 

Dixa feedbacks

Source: https://www.g2.com/products/dixa/reviews/dixa-review-3669394

Dixa feedbacks

Source: https://www.g2.com/products/dixa/reviews/dixa-review-4537725

Final verdict:

It’s very hard to pick on. On one hand, you have something so futuristic and advanced like Acquire that would make your customers feel pampered, while on the other, there is Tawk which is entirely free - and what can beat free? And Tawk is one of the best live chat software among the free options.

It comes down to two fundamental questions - how deep your business needs are, and what are you ready to pay? If you need some high-end and all-around customer support and can deliver to make that significant investment, Acquire is the way to go. However, if you are a smaller business with less budget but still need the essentials that live chat software offers, then go for Tawk!

Concluding thoughts

Congratulations! You are now a pro at knowing what are the best live chat for business software out there and which are the ones that will suit you best. Remember, our verdict is based purely on a general idea of each live chat support software. So it is now on you to get in touch with them, try out their free versions, and see what is right for you. 

Don’t forget, live chat software is an investment, not an expense - so don’t let prices deter you from making the right decisions. 

If you want further guidance, in choosing the best live chat software for your website, you can always get in touch with us.