10 Live Chat Tools to Transform Your Customer Service
In the fast-evolving world of e-commerce and online business, customer interaction channels play a crucial role in defining the customer experience. From phone calls and emails to social media platforms, businesses have numerous avenues to engage with their clients. However, one particular channel is gaining rapid traction and proving to be a game-changer—live chat.
Customers today are impatient. Research shows that 90 percent of customers consider a rapid response to be crucial or extremely important when they have a customer care question. “Immediate” means receiving a response in less than 10 minutes.
If you’re keen to enhance your customer service, this post presents a detailed guide on the top 10 live chat tools you should consider.
Crisp
Crisp is more than just a live chat tool; it’s a comprehensive customer service platform. Frequently mentioned as one of the best live chat tools for customer support, Crisp ensures high-quality service with a shared inbox. The platform allows users to conduct video and phone conversations without requiring third-party applications.
It also offers features like chatbots, triggered chat messages, stored replies, a knowledge base, social media integrations (Facebook, Instagram, Twitter), messenger connections (Telegram, WhatsApp), and CRM integration. Adding Crisp’s live support chat to your website is simple—just copy and paste the HTML code into your site. It’s that easy.
With Crisp, you can offer real-time support and maintain a seamless communication channel with your customers. This makes it easier to resolve issues quickly and efficiently, enhancing overall customer satisfaction.
Hubspot
HubSpot’s Service Hub provides an array of customer service and support features designed to create an omnichannel experience. One standout feature is its live chat and conversation inbox, which consolidates email, phone, and chat cases into one easily accessible location.
The ticketing program is another valuable feature, allowing users to track and resolve complex support and service situations. Representatives can generate a ticket to keep track of interactions outside of live chat, providing customers with the ability to reopen a case if they have further questions.
HubSpot’s Service Hub ensures that both professional and customer can revisit tickets anytime, streamlining case management and improving customer satisfaction.
Intercom
Intercom is designed to elevate customer interaction. This scalable and adaptable platform enables users to engage in real-time conversations with visitors to their website or mobile app. It allows for targeted dialogues at the right moment, such as when a visitor abandons a shopping cart or frequently visits a particular page.
Adding Intercom’s customizable chat widget to your site or app is straightforward with just a few lines of code. Agents can respond to messages in real-time and develop profiles based on customer information for personalized support.
Intercom’s marketing automation tool allows for custom actions triggered by specific events, increasing the chances of converting potential customers into paying clients. The automatic chat widget sends helpful messages based on user behavior, enhancing engagement and support.
Tidio
Tidio is a flexible communication solution that excels in providing outstanding customer service. It can be added to a website in five minutes without any coding knowledge. The live chat is highly customizable, blending seamlessly with any website’s design.
Tidio integrates with popular CRM, email marketing platforms, and social networking sites, making it a versatile tool for various business needs. It supports platforms like WordPress, Shopify, Wix, and Woocommerce.
Tidio’s ‘Viewed pages’ feature allows you to see which pages a visitor has already seen, enabling tailored responses. The ‘Visitor lists’ feature shows who is visiting your site in real-time, providing valuable insights for engagement.
Freshdesk
Freshdesk focuses on nurturing customer relationships beyond the initial interaction. Its user segmentation tool groups users based on their actions or inactions, allowing for prioritized and targeted responses.
The platform also pulls data from CRM or email automation services, displaying customer information during chats. This feature is particularly useful for converting hesitant customers or addressing previous complaints.
Freshdesk’s capability to segment customers and personalize interactions ensures that reps have the upper hand in delivering exceptional customer service, driving satisfaction and loyalty.
Jivochat
JivoChat boasts a global presence with around 300,000 websites using its platform. Its modern design and user-friendly chat panel make it a popular choice. The platform offers iOS and Android mobile apps, as well as desktop versions for Windows and Mac.
JivoChat’s extensive feature list includes desktop and browser apps, automation (targeted conversations), one-click calling, email connectivity, and internal team chats. Additional features like real-time visitor tracking, callback options, and business phone lines can be added.
JivoChat supports up to 25 languages and offers a free subscription for up to five agents, making it an excellent choice for multilingual websites.
Zohodesk
Zoho Desk is a customer service software with notable live chat capabilities. Its ticketing system is particularly impressive, allowing chat conversations to be converted into tickets for further assistance.
Zoho Desk supports unique chat widgets for multiple businesses and automatically collects feedback after chat exchanges. This helps identify areas for improvement and highlights team strengths.
The only limitation is that live chat is available only in the Enterprise package, but for comprehensive ticket-focused support, Zoho Desk is a solid choice.
Helpscout
Helpscout focuses on communication, offering powerful live chat tools, video chat, team collaboration, and a shared mailbox. Its bespoke dashboard keeps track of leads generated via live chat.
Helpscout’s ability to transfer queries between offices seamlessly makes it ideal for businesses with multiple locations. Its robust communication features ensure that customer issues are resolved promptly and efficiently.
LiveChat
LiveChat is a messaging software with unique features like ‘message sneak peek,’ which allows agents to see what customers are typing before they send it. This feature gives agents more time to craft responses, improving client experience and agent productivity.
LiveChat’s labeling system enables users to mark chats for further review, sort and search transcripts by label, and identify patterns in chat support instances. This system helps in resolving chat support issues more efficiently.
Chaport
Chaport offers live chat features that can be tailored to enhance customer experience. Its auto-invite function sends automated chat invites based on visitor behavior, helping engage customers at the right moment.
The group chat function in Chaport allows representatives to transfer or join conversations in real-time, adding resources to the chat as needed. This feature saves time and prioritizes customer success.
Chaport’s customizable options and real-time collaboration make it a valuable tool for improving customer interaction and support.
Elevate Your Sales with Social Proofy
Ready to harness the power of social proof and watch your sales soar? Join over 8,000 satisfied site owners who have elevated their conversions with Social Proofy’s innovative widgets. With our 14-day free trial, you can start building credibility and showcasing social proof effortlessly. From Recent Sales to Customer Reviews Popups, our features are designed to enhance your online presence. Gain valuable insights with Advanced Analytics and find the perfect plan for your traffic level. Start your free trial today and turn visitors into loyal customers with Social Proofy.
