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 1. Home
 2. Service
 3. Messaging
 4. Live chat software


LIVE CHAT SOFTWARE

Deliver fast, personalized, and secure support over your customers' favorite
channels with the best live chat software.

Free trialView demo



A GUIDE TO THE 12 BEST LIVE CHAT SOFTWARE OF 2023

Last updated August 10, 2023



Customers have unlimited, globally reaching shopping choices in the palms of
their hands. With more options comes higher customer expectations. According to
the Zendesk Customer Experience Trends Report 2023, 72 percent of customers want
immediate service.

Plus, customer communication preferences continue to evolve, making it crucial
for businesses to adapt and meet customers where they are. With live chat
software, companies can exceed customer expectations by providing a great
end-to-end customer experience.

Table of contents

 * What is live chat software?
 * Live chat software comparison chart
 * The 12 best live chat software
 * Features of live chat support software
 * What are the different types of live chat software?
 * Benefits of live chat software
 * How to choose the right live chat support software
 * Live chat platform FAQ
 * Try live chat software for free








WHAT IS LIVE CHAT SOFTWARE?

Live chat software is technology that allows a customer or employee conversation
to happen in real time on a business’s website, mobile app, or social channels
like Messenger, WhatsApp, and Slack. Modern live chat software leverages AI and
bots to enable support teams to scale while reducing costs.

The best live chat platforms integrate with chatbots, automation platforms,
customer relationship management (CRM) systems, reporting and analytics,
messaging apps, knowledge bases, help desk software, and more through APIs
(application programming interfaces) and native or third-party integrations.
These integrations allow live chat apps to:

 * Improve first contact resolution and reduce operating costs by deploying
   chatbots to handle repetitive customer requests, so more complicated issues
   can get handled by live agents.

   

 * Enable companies to provide faster, more personalized services by pulling in
   relevant data from across systems, triggering workflows for chatbots and live
   agents to use.

   

 * Build rapport between businesses and prospects, customers, or employees by
   connecting on the end user’s preferred messaging channels, like WhatsApp
   Business, Twitter for Business, Messenger, or Apple Business Chat.




LIVE CHAT SOFTWARE COMPARISON CHART

Let’s take a look at the top live chat software to see which one best aligns
with your business. Our comparison chart breaks down options by starting price,
free trial length, and notable features.

Software Starting price Free trial Features Zendesk $55 per agent/month (billed
annually) 14 days
 * AI and intelligent responses
 * Sentiment identification
 * Proactive messages
 * Unified omnichannel solution
 * Prewritten responses
 * Chatbots

LiveChat $20 per agent/month (billed annually) 14 days
 * AI and intelligent responses
 * Proactive messages
 * Unified omnichannel solution
 * Prewritten responses
 * Chatbots

Ada Contact Ada Unavailable
 * AI and intelligent responses
 * Proactive messages
 * Unified omnichannel solution
 * Prewritten responses
 * Chatbots

Acquire $500 per month (billed annually) Unavailable
 * AI and intelligent responses
 * Proactive messages
 * Unified omnichannel solution
 * Prewritten responses
 * Chatbots

Genesys $75 per named user/month (billed annually) 30 days
 * AI and intelligent responses
 * Sentiment identification
 * Proactive messages
 * Unified omnichannel solution
 * Prewritten responses
 * Chatbots

Userlike $0 per month (1 seat) 14 days
 * Proactive messages
 * Unified omnichannel solution
 * Prewritten responses
 * Chatbots

Zoho Desk $14 per user/month (billed annually) 15 days
 * AI and intelligent responses
 * Proactive messages
 * Unified omnichannel solution
 * Prewritten responses
 * Chatbots

Birdeye Contact Birdeye Unavailable
 * Proactive messages
 * Prewritten responses
 * Chatbots

Drift $2,500 per month (billed annually) Unavailable
 * Proactive messages
 * Prewritten responses
 * Chatbots

Tidio $0 per month (50 conversations) 7 days
 * AI and intelligent responses
 * Sentiment identification
 * Proactive messages
 * Unified omnichannel solution
 * Prewritten responses
 * Chatbots

Olark $29 per seat/month 14 days
 * AI and intelligent responses
 * Sentiment identification
 * Proactive messages
 * Unified omnichannel solution
 * Prewritten responses
 * Chatbots

Thankful Contact Thankful Unavailable
 * AI and intelligent responses
 * Sentiment identification
 * Proactive messages
 * Unified omnichannel solution
 * Prewritten responses
 * Chatbots






THE 12 BEST LIVE CHAT SOFTWARE

Our Customer Experience (CX) Trends Report found that 71 percent of customers
expect natural conversational experiences, so it’s important to pick the right
live chat software for your business. Our software roundup provides an overview
of the top 12 live chat software, platform features, pricing tiers, and free
trials (if available).

 * Zendesk
 * LiveChat
 * Ada
 * Acquire
 * Genesys
 * Userlike

 * Zoho Desk
 * Birdeye
 * Drift
 * Tidio
 * Olark
 * Thankful






1. ZENDESK



Zendesk live chat software ensures conversations between agents and customers
are seamless, well-informed, and efficient. This allows agents to help more
customers and even manage multiple conversations at once. Our feature-rich live
chat solution is fast to set up, easy to use, and scales seamlessly with
businesses of any size.

Our chat web widget is highly customizable, allowing you to pick the location of
the chat window and tailor the look and feel to match your branding. You can
build and add custom pre-chat forms to gather information before the chat, so
agents can personalize the interaction and automatically send a feedback form at
the end.

With our shortcuts feature, you can create templated responses to common phrases
that agents can quickly insert into the chat. This allows for a consistent voice
and faster responses.

The Visitors tab provides real-time visitor information and activity at a
glance, like their name, time online, current page, number of visits, and
context about the current chat. This enables agents to start a chat and offer
proactive support if they notice a customer has been on a page for a while. You
can also automate this process with triggers.

Live chat perfectly pairs with our messaging platform, helping agents to deliver
proactive customer support and deeper conversational experiences that flow
effortlessly and naturally.

Live chat enhances real-time interactions, allowing agents to provide
personalized, real-time help with immediate resolutions. With messaging, agents
and customers can interact asynchronously. That means customers can pause a
conversation on one channel and pick it up on another at a more convenient time.

Zendesk connects all your business systems—from payment processors to
third-party bots— into one unified, omnichannel solution. To unlock advanced
capabilities, you can also upgrade with Sunshine Conversations: the next level,
interactive messaging integration. Sunshine Conversations offers features like
custom AI chatbots, outbound notifications for proactive customer engagement,
and group messaging to connect the right people.

FEATURES:

 * Proactive messages
 * Reporting
 * Unified omnichannel solution
 * Prewritten responses
 * Chat tags
 * Inactivity messages
 * Notifications
 * Channel transfer
 * Chatbots
 * Intelligent routing

PRICING:

 * Suite Team: $55 per agent/month
 * Suite Growth: $89 per agent/month
 * Suite Professional: $115 per agent/month
 * Suite Enterprise: $169 per agent/month
 * Suite Enterprise Plus: Talk to sales
   *Plans are billed annually.

FREE TRIAL:

14 days

 * Start a free trial
 * View pricing
 * Request a demo
 * Take a product tour
 * Evaluate the ROI of Zendesk


2. LIVECHAT





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LiveChat is cloud-based customer service software with live support, a ticketing
system, and analytics. LiveChat includes a live chat app with features like
notifications, inactive chat messages, chat tags, chat archives, and file
sharing. Its integration options allow ticket creation with platforms like
Zendesk directly from inside a chat. This lets businesses monitor customer
engagement, conduct quality control, and supervise agents.

FEATURES:

 * Prewritten responses
 * Offline forms
 * Chat tags
 * Customizable branding
 * Integration capabilities
 * Chat routing
 * Website visitor tracking
 * Auto-translation

PRICING:

 * Starter: $20 per agent/month
 * Team: $41 per agent/month
 * Business: $59 per agent/month
 * Enterprise: Contact LiveChat
   *Plans are billed annually.

FREE TRIAL:

14 days

Learn more about LiveChat for Zendesk.


3. ADA





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Ada enables businesses to provide automated live chat with an AI chatbot that
goes beyond frequently asked questions. While a chatbot that serves FAQs is a
quick and cost-effective way to automate live chat, Ada provides a solution for
companies looking for a more specialized chatbot. Ada’s automated chat program
acts on each customer’s information, intent, and interests with tailored
answers, proactive discounts, and relevant recommendations in multiple
languages.

FEATURES:

 * Proactive chat
 * Offline forms
 * Customizable branding
 * Integration capabilities
 * Website visitor tracking
 * Auto-translation
 * Knowledge base integration
 * Shared inbox tools

PRICING:

 * Core: Contact Ada
 * Advanced: Contact Ada
 * Pro: Contact Ada

FREE TRIAL:

Unavailable

Learn more about Ada for Chat for Zendesk.


4. ACQUIRE





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Acquire is a digital customer engagement platform with features like live chat
software for businesses, AI chatbots, secure co-browsing, and video calling.
Like other chat software, Acquire helps businesses provide support and collect
customer information around the clock. Acquire also lets you launch video and
voice calls, screen share, and co-browse from the live chat messenger.

FEATURES:

 * Proactive chat
 * Prewritten responses
 * Offline forms
 * Customizable branding
 * Integration capabilities
 * Website visitor tracking
 * Skills-based routing
 * Auto-translation

PRICING:

 * Self Service: $500 per month
 * Integrated Solution: $2,000 per month
 * Professional Services: Contact Acquire
   *Plans are billed annually.

FREE TRIAL:

Unavailable


5. GENESYS





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Genesys offers live support software with common live chat features that help
support teams engage with website visitors. Its live chat widget is
customizable, so you can tailor the look and feel to match your branding.
Genesys also includes surveys to collect contact information before a chat
begins or to gauge customer satisfaction after the live chat session ends.

FEATURES:

 * Proactive chat
 * Prewritten responses
 * Customizable branding
 * Integration capabilities
 * Website visitor tracking
 * Asynchronous conversations
 * Skills-based routing
 * Auto-translation

PRICING:

 * Genesys Cloud CX 1 (Voice): $75 per named user/month
 * Genesys Cloud CX 2 (Digital): $95 per named user/month
 * Genesys Cloud CX 2 (Digital + Voice): $115 per named user/month
 * Genesys Cloud CX 3 (Digital + WEM): $135 per named user/month
 * Genesys Cloud CX 3 (Digital + WEM + Voice): $155 per named user/month
   *Plans are billed annually.

FREE TRIAL:

30 days

Learn more about Genesys for Zendesk.


6. USERLIKE





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Userlike is cloud-based live chat software that enables teams to message
customers via their business’s website, Messenger, or Telegram. Userlike
features allow you to build customized chat buttons and adapt the chat window to
fit the branding of your business website. You can also proactively invite
visitors to chat, switch from customer chats to video calls and screen sharing,
set up prewritten messages for common questions and situations, and receive
ratings on your service.

FEATURES:

 * Proactive chat
 * Prewritten responses
 * Customizable branding
 * Integration capabilities
 * Website visitor tracking
 * Skills-based routing
 * Auto-translation
 * Chat surveys

PRICING:

 * Free: $0 per month (1 seat)
 * Team: $90 per month (4 seats)
 * Corporate: $290 per month (10 seats)
 * Flex: Contact sales
   *Plans are billed annually.

FREE TRIAL:

14 days


7. ZOHO DESK





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If you’re looking at a list of live chat providers, Zoho Desk is usually in the
mix. With its embeddable chat widget, the live chat platform enables businesses
to respond to customers when they reach out. Features include customer happiness
ratings inside the chat window, prewritten responses, and branded chat widgets.
For customer issues that need more attention, users can convert conversations
into tickets and triage them to the best department to address them.

FEATURES:

 * Proactive chat
 * Prewritten responses
 * Offline forms
 * Integration capabilities
 * Skills-based routing
 * Auto-translation
 * Prewritten dashboards and real-time tracking
 * Help center chat widget

PRICING:

 * Standard: $14 per user/month
 * Professional: $23 per user/month
 * Enterprise: $40 per user/month
   *Plans are billed annually.

FREE TRIAL:

15 days

Learn more about Zoho Desk for Zendesk.


8. BIRDEYE





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Birdeye’s Webchat solution is an all-in-one customer experience and reviews
software for multi-location businesses. Every conversation starts with a name
and a real phone number, so you can focus on helping the customer with their
request instead of fishing for contact details. Webchat allows you to text
customers when they leave your website, with the software routing messages to
their mobile phones so you don’t lose them. Birdeye has a live chat app, too.

FEATURES

 * Proactive chat
 * Prewritten responses
 * Offline forms
 * Customizable branding
 * Integration capabilities
 * Website visitor tracking
 * Skills-based routing
 * Chat surveys

PRICING:

Contact Birdeye

FREE TRIAL:

Unavailable


9. DRIFT





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Drift’s live chat software automatically routes potential customers to the right
agent when they start a conversation on your website. You can start a voice or
video chat with the prospect from inside the chat window. Drift’s live chat
software will also notify the proper sales representative when one of their
target accounts is on the website so they can jump into the chat.

FEATURES:

 * Proactive chat
 * Customizable branding
 * Integration capabilities
 * Chat routing
 * Website visitor tracking
 * Prewritten dashboards and real-time tracking
 * Automated feedback triggers
 * Saved replies

PRICING:

 * Premium: $2,500 per month
 * Advanced: Contact Drift
 * Enterprise: Contact Drift
   *Plans are billed annually.

FREE TRIAL:

Unavailable


10. TIDIO





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Tidio is a cloud-based live chat system that integrates messages from live chat
widgets, emails, and Messenger. Tidio includes basic live chat features, such as
a live chat widget that adjusts to the screen size of customers’ devices so they
can write to you on mobile or tablet. You can also connect Tidio to all websites
and platforms via dedicated plugins. You can answer repetitive questions with
quick-reply templates, too.

FEATURES:

 * Proactive chat
 * Prewritten responses
 * Customizable branding
 * Integration capabilities
 * Website visitor tracking
 * Skills-based routing
 * Auto-translation

PRICING:

 * Free: $0 per month (50 conversations)
 * Starter: $29 per month (100 conversations)
 * Communicator: $25 per seat/month (unlimited conversations)
 * Chatbots: starting from $29 per month (50 conversations)
 * Tidio+: starting from $394 per month (unlimited conversations)

FREE TRIAL:

7 days


11. OLARK





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Olark offers simple customer service chat software that provides real-time
updates on who is browsing your website. You can configure live chat automation
rules to show or hide the live chat window and automatically start chats based
on website behavior. You can also create custom greetings based on previous
conversations and route customers to the correct department.

FEATURES

 * Automated messages
 * Live chat analytics
 * Searchable transcripts
 * Custom chatbox forms
 * Proactive chat
 * Skills-based routing
 * Auto-translation
 * Prewritten dashboards and real-time tracking

PRICING

 * Standard: $29 per seat/month
 * Pro: Contact Olark

FREE TRIAL:

14 days

Learn more about Olark for Zendesk.


12. THANKFUL





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Thankful offers a unique chatbot experience that leans heavily into AI and
automation. AI is used to understand the customer’s language, sentiment, and
intent to deliver a personalized experience. The live chat software is also
customizable to align with your brand messaging. Thankful is already integrated
with Zendesk and can integrate with other website chat services to build a
customized experience.

FEATURES

 * AI-powered chat conversations
 * Self-service options and automated FAQs
 * Customizable brand messaging
 * Proactive chat
 * Visitor list
 * Skills-based routing
 * Auto-translation
 * Prewritten dashboards and real-time tracking

PRICING:

Contact Thankful

FREE TRIAL:

Unavailable

Learn more about Thankful for Zendesk.




FEATURES OF LIVE CHAT SUPPORT SOFTWARE



There are a few high-level features you’ll typically find with most live chat
web apps. Some solutions offer different capabilities or advanced features, but
the best software solutions share common essentials. Here are five features to
look for and evaluate.


PROACTIVE MESSAGES

Proactive messages allow your agents or sales reps to initiate a chat in real
time via web, mobile app, SMS, or messaging channels (like WhatsApp for
Business). Proactive messages help you boost customer engagement, follow up
after a purchase, and keep customers in the loop about new products and
promotions.

You can configure automated messages to send to certain customers based on where
they are on your page, what browser they’re using (web or mobile), or where they
are in their shopping experience. Additionally, you can choose whether a bot or
a human agent will pick up the conversation once the customer replies. With
proactive messages, businesses see benefits like:

 * Lower operational costs
 * Higher sales and conversion rates
 * Stronger customer loyalty and less customer churn


SENTIMENT ANALYSIS

Delivering a great customer experience requires understanding what a customer
wants and how they’re feeling. Through machine learning and natural language
processing, live chat software should be able to analyze the conversation and
detect customer sentiment. This gives your agents context on how to best handle
the interaction.

Sentiment analysis also provides data that helps you understand how customers
feel about certain aspects of your brand. You can gather valuable insights from
live customer conversations and determine whether their sentiment is positive,
negative, or neutral when discussing products, services, or your business.


UNIFIED OMNICHANNEL SOLUTION

All customer conversations and data from across channels should be available in
a centralized location. A unified omnichannel workspace gives agents the tools
and customer context to provide a personalized support experience.

When a live chat conversation begins, agents should be able to stay in one place
without having to toggle between apps to find information. With an omnichannel
solution, agents can manage live chat conversations across several channels—and
even handle several live conversations simultaneously.

For example, the Zendesk Agent Workspace brings all your user interactions into
a single view, so agents can seamlessly switch between channels and have all the
context they need to personalize interactions at scale.


PREWRITTEN RESPONSES

A live chat solution needs prewritten responses that agents can use in
particular situations. These shortcuts help agents reply to questions faster and
with consistent messaging.

Support agents can create prewritten responses for common messages like:

 * Greetings for new and returning customers
 * Responses to frequently asked questions
 * Discount offers
 * Links to help center articles

You can also set up triggers that proactively initiate a chat with a returning
visitor, which can help encourage and facilitate sales throughout the checkout
process.

Smart triggers are predetermined rules that dictate what should happen in
certain circumstances. For example, you could set a smart trigger that causes
your website’s live chat window to pop up with a prewritten message if a visitor
spends a certain amount of time on a specific page.


CHATBOTS

Chatbots help reduce repetitive questions for agents and ensure customers
receive support whenever they want it—even in the middle of the night when human
agents are unavailable. Bots can quickly address FAQs and surface help center
articles, so customers can get the answers they need without waiting.

Chatbots are a natural complement to live chat website apps because they can
handle simple and common requests on their own, deflecting potential tickets. AI
bots can also understand when an interaction needs a human touch and can
seamlessly pass the customer and context to an agent.

For example, Zendesk has advanced AI-powered bots that are pre-trained to handle
the top customer service issues. There’s also a bot builder that lets you easily
customize your bots with a drag-and-drop tool to design custom, interactive
conversation flows—no coding skills required.




WHAT ARE THE DIFFERENT TYPES OF LIVE CHAT SOFTWARE?

When someone mentions live chat software, many people think of web chat.
However, there are several types of live chat, and as technology evolves, the
options continue to grow. Here are a few of the most commonly used types of live
chat.

 * Text or SMS: Customers can text your toll-free number for live chat support.

   

 * Social messaging apps: Customers can contact you through WhatsApp, Apple
   Business Chat, or Messenger.

   

 * Chat widget: Customers can message you via a chat window that pops up on your
   website or mobile app.

   

 * Social media: Customers can privately send your business a direct message
   (DM) or tag your business in a post on their social media profiles.

   

 * Voice or video: Customers can connect through live conversation via phone or
   video— live chat doesn’t have to be limited to text.

Link each of these live chat channels to your omnichannel agent workspace. This
allows you to view, track, and respond to all messages from that unified
location, so you can seamlessly continue customer conversations.




BENEFITS OF LIVE CHAT SOFTWARE

Let’s take a look at the benefits of live chat software. Some businesses may
find more value in certain benefits over others. Our list contains a few
benefits that businesses look for when investing in live chat.


DRIVE MORE EFFICIENCY AND COST SAVINGS

Live chat helps support teams do more with less. Unlike phone support, agents
can handle simultaneous chats across multiple channels, which means increased
efficiency and cost savings. After implementing live chat in its online store,
Spartan Race saw a 23 percent improvement in efficiency—plus a 27 percent
increase in sales.


IMPROVE CUSTOMER SATISFACTION AND LOYALTY

Live chat software allows you to engage with prospects and customers quickly.
With the right live chat solution, users can:

 * Self-serve with relevant knowledge base content, delivered by a chatbot
 * Request to connect with a live agent
 * Leave a message for internal or external support
 * Continue conversations from where they left off

Additionally, businesses can offer 24/7 support to customers because chatbots
and self-serve options are always available. The result is higher customer
satisfaction (CSAT) scores and a support team that can scale more effectively
than ever.


BOOST SALES AND REDUCE SHOPPING CART ABANDONMENT

Proactive engagement through live chat reduces online cart abandonment and
increases sales. Our CX Trends Report found that assisting a customer with
proactive, conversational support can help resolve an issue
immediately—improving the buyer’s journey and encouraging them to make a
purchase.

For example, if a customer is experiencing a problem with the business’s online
shopping cart, offering support while they’re on the page can eliminate the
problem holding up the sale.

The stats in our CX Trends Report reflect how live chat can increase the
lifetime value of your customers. But it’s not just your customers—live chat can
also make your agents more valuable. Here are a few ways live chat can help your
agents.

 * Chatbots and self-service options filter out easy, repetitive questions.
 * Automation handles tedious logistics, like tagging and routing support
   tickets.
 * Chat analytics deliver relevant insights.

By filtering simple queries, chatbots enable live agents to focus on providing
personalized support. In our CX Trends Report, 77 percent of businesses agree
that personalization increases customer retention and lowers acquisition costs.
After implementing live chat support, Smiles saw a boost in sales and increased
its contracts from 100 to 1,000 per month.




HOW TO CHOOSE THE RIGHT LIVE CHAT SUPPORT SOFTWARE



The best live chat website software for your company depends on your business
model, desired features, customer base, and more. But there are common factors
to consider when selecting the best live chat services.


INTEGRATION WITH YOUR SUPPORT ECOSYSTEM

To get the most out of your live chat software, it must integrate with your
current support ecosystem, be powerful enough to handle complex business needs,
and offer tools that set your teams up for success. It needs to work with the
people, processes, and tools your agents already use.

Live chat integration provides agents with a unified view of the customer,
complete with customer data, interaction history, and context from across
channels. This prevents customer pain points—like repeating information while
being routed between different departments—and ensures that everyone (including
chatbots) has the context needed to create a consistent, personalized
experience.


EASE OF USE AND FAST IMPLEMENTATION

The best chat software is intuitive. When software takes months to implement and
doesn’t integrate well with existing systems, it can add extra costs and time to
train agents. Software that sets up fast and works right out of the box lets
your team continue providing stellar service without missing a beat.


SCALABILITY AND TOTAL COST OF OWNERSHIP

The ideal live chat software is flexible enough to grow with your scaling
business. Provided your live chat software gets deployed within an agile,
centralized workspace, live chat website tools should be:

 * Scalable: One-to-many interactions enable agents to serve multiple customers
   or employees concurrently.

   

 * Fast: Automated workflows and self-service options help users solve simple
   issues quickly.

   

 * Personal: Chatting with support agents feels much more like the
   back-and-forth customers have with their family and friends.




LIVE CHAT PLATFORM FAQ

Here are some common questions businesses ask when choosing live chat software.


WHY DOES MY BUSINESS NEED A LIVE CHAT APP?



Companies will primarily use it to provide prospects, customers, and employees
instant one-on-one support without interrupting their browsing flow.

With the power of live chat, your business can:

 * Increase sales by proactively engaging customers on your website.
 * Help more users in less time and boost satisfaction.
 * Anticipate user needs and offer help as soon as they require it.

Many businesses that use live chat software are also looking to add to and
improve their digital service offerings. These companies often prefer live chat
to the phone because:

 * It’s more efficient and cost-effective.
 * It’s scalable.
 * It’s easier to analyze chat transcripts.
 * Teams can provide 24/7 support with the help of an AI-powered chatbot.


IS CUSTOMER SERVICE CHAT THE SAME AS LIVE WEBSITE CHAT?



Customer service chat (or customer support chat) includes live chat on websites
and chatbots. Both types of live chat can be effective for different types of
situations.

Chatbots can respond to customer inquiries with conversational support, offering
self-service resources or answers to frequently asked questions. Live chat
website software can help streamline communication when the situation requires a
human touch.


CAN LIVE CHAT BE ADDED TO EXISTING CUSTOMER SERVICE CHANNELS?



You can add live chat to existing customer service channels, including social
media channels, a mobile app, or a knowledge base. You can also integrate
website chat apps with automations that proactively help customers when they
need the most assistance.


HOW CAN LIVE CHAT INCREASE THE CONVERSION RATE FOR BUSINESSES?



Live chat is a great way to build relationships with potential and existing
customers. Quickly answering their questions gives them the confidence to
purchase or upgrade their accounts.

According to our CX Trends Report, customers are less likely to abandon their
online shopping cart when you proactively offer support with chat. Even if that
customer isn’t quite ready to connect, providing a fast and convenient option to
get in touch builds trust.


IS LIVE CHAT A REAL PERSON?



Live chat platforms typically involve one-on-one communication with a real
person. Businesses may use a chatbot before connecting customers with live chat
agents, but if they advertise the service as a “live chat,” customers should be
able to speak with a human.


WHAT COMPANIES SHOULD BUY LIVE WEB CHAT SOFTWARE?



Live chat is a must-have for small businesses, enterprise companies, e-commerce
stores, or any business that serves customers daily. From educating prospective
customers about your products to helping current users troubleshoot problems,
live chat is an indispensable part of modern customer service.

Investing in live chat software makes sense for companies looking to provide
customers with instant support in a more convenient (and cost-effective) way
than the phone. It can also be an excellent tool for lead generation. A modern
way to connect with customers and drive sales, a live chat solution integrated
with your help desk software allows you to provide real-time support, giving
your company a competitive edge.

Teamworks


TEAMWORKS DELIVERS SCALABLE WHITE GLOVE SERVICE WITH 100% CSAT

> "We needed a system that was easy to set up, maintain, and optimize, and
> allowed us to gain an elevated level of transparency into our customers'
> support needs."

Faryn Roy

Vice President of Customer Success

Read customer story


READY TO CHAT ABOUT A FREE TRIAL?

Customers engaged in live chats are more likely to buy more and spend more.
Zendesk live chat software makes it easy for customers and agents to build
relationships through rich conversations. Try our live chat software for free
and start connecting with your customers.

Free trial


RELATED LIVE CHAT GUIDES

Check out our live chat guides that can help fill in the blanks for any
unanswered questions.

Conversational experiencesWhatsApp for BusinessGuide to AI chatbotsZendesk
AIFree live chat softwareFacebook Messenger for businessTwitter for
BusinessWordPress ChatbotWordPress Live ChatShopify Live ChatApple Business
ChatFacebook chatbot


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LIVE CHAT SUPPORT VS. PHONES: WHICH SHOULD YOU CHOOSE?

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SEE ZENDESK LIVE CHAT IN ACTION

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