The features that are common to many of these best live chat tools include customizable chat boxes, accessible chat history, ticketing system, offline messaging, integration with third-party apps, chat routing and chat administrative options. Importantly, most of these tools offer free trials. As for WordPress users, in most cases, helpful plugins are available to get these tools working on your website.
Here are 10 of the best live chat tools for 2019
You can group agents into departments, and rely on canned responses and sneak peek to beat down response time. The chat box can be customized extensively, and email transcripts / complete history of previous chats is a click away. Plus, once you set up your eCommerce goals, you can track those too.
Best for: High traffic enterprise-level businesses. The management features such as supervision of chats and assigning privileges to users will surely prove useful, as will the analytics and lead generation.
It’s great that ZenDesk has minimal restrictions for free users and permits basic customization of chat box and a 14 day chat history access. That limit goes away completely for premium plans.
Price: Charges are on a per agent basis, with a totally free Lite Plan. Mid-level websites should find the Team or Professional Plan at $19 and $35 suitable.
Best for: Zendesk is one of the best live chat tools for a wide range of businesses, whether small or large. It can be a good fit for 24/7 online service portals that need wide knowledge bases and FAQ searches. If you can do without some fancy features, the free plan may suffice for smaller websites that need to keep only one chat going at a time.
3. Pure Chat
Using their editor, you can change how your chat widget looks. You’ll have access to unlimited chat history and canned responses. However, for real-time visitor analytics, visitor tracking, white labeling, trigger-based actions and alerts, and for use on unlimited websites, you’ll need to upgrade.
Best for: Pure Chat may be the go-to solution for sales/marketing teams that need dedicated live chat operators for pre-sales or support. You’ll not need to worry about per agent cost or chat limits.
The chat box is customizable, and detailed chat history can be accessed from the searchable and filterable chat archives. Automation helps to greet visitors, show/hide the chat box, and makes it easy to distribute chats and monitor team performance. You’ll be able to show canned responses, enable visitors to rate chats and undertake pre-chat surveys.
Best for: Olark is well-suited for any business looking to grow since it helps to capture leads, increase sales and provide support.
You can drag the chat box anywhere on your screen, customize it and add animations.
Not only that, you can set it so the chat box shows up only to registered users.
Offline chat messages are stored, and you can always access historical chat records.
Price: WP Live Chat Support offers a great many features for free. You can unlock pro features for a monthly payment of $15/$42/$135 for 1/3/10 websites. One-time pricing is also available. Extensions such as SMS or Zapier integration come at extra cost.
Best for: WP Live Chat Support is a great option for websites that need a totally free solution for multiple simultaneous chats, without worrying about agent / chat counts.
Three operators can use it free, forever. Also for free are features such as canned responses, mobile apps for quick, unlimited tracking and export of visitor data. Your chat widget can be customized and all previous chats can be accessed.
Price: Besides the free plan that supports three operators, the Automation Plan and Communicator Plan come at $15 (each) per month for three operators for use on different websites.
Best for: Any website really, from single agent websites that monitor chats on the go for free to big businesses needing automation.
Chats are routed automatically or manually, and many agents can jump into a chat and exchange private notes among themselves. Moreover, the tool is developer friendly, allowing access to a Developer Console.
Best for: Features such as sneak peek, canned responses, viewable visitor information, tracking unsolved chats with stars and multi-channel integration make this tool a great fit for customer support.
What makes Comm100 a standout is the audio-video chat function that allows agents to type even as they speak.
Price: Three plan options are available with varying feature access levels – Team ($29), Business ($49) and Enterprise. The rates are per agent per month. Comm100 offers a 15 day free trial, but no free plan.
Best for: Enterprise grade multi channel platforms that provide live chat and ticketing such as Contact Center, Customer Support, Sales and Marketing. Integration with other channels and AI platforms can offer personalized chat experiences to customers.
The administrative features include assigning user roles, creating departments, showing online and offline status, and creating and managing triggers. There’s more to come with screen sharing, automated translation and in-chat payments in beta mode.
Best for: Any customer support team that needs fast, reliable and scalable live chat.
You’ll be able to manage conversations from multiple channels and choose when and to whom to show the chat box. Chatbots use visitor browsing information, data integrations and automated workflows to target visitors and run personalized drip campaigns. Further, agents can collaborate among themselves and route appropriate chats to sales or schedule meetings. As for visitors, they can check out the help centers before starting a conversation.
Best for: Any customer support platform that relies on user behavior and intelligent targeting to understand and benefit from customer interaction.