As for the app itself, the user interface is intuitively laid out with the main dashboard showing team metrics, transcripts, agent activity, and chat volume. Click Launch chat from here to open up the chat window, then click on the settings icon to adjust individual settings, such as chat alert sounds, showing commands and shortcuts as you type, and editing your display name and avatar.
With a click, all of your commands such as transfer, trigger, and transcript are accessed within the chat typing box. And each visitor's previous chat history and website activity are displayed in the profile column on the right. Olark includes more than two dozen integrations for many popular CRMs, help desk, and eCommerce platforms. Finally, their Pro plan, targeted to larger businesses, offers everything in the regular plan plus a chatbot "CoPilot'' , live training, priority support, and a dedicated account manager.
You have to call for pricing on that one. You can connect Olark to thousands of other apps with Olark's Zapier integrations , letting you do things like add chat participants to your email marketing list or sending new chat transcripts directly to Slack. Zendesk Web, iOS, Android. Though 14 years is a long time in this industry, it seems like Zendesk has been around much longer—it's a name that has become ubiquitous in the support space. And it's not hard to see why. The Zendesk service suite has everything you need to handle service duties, including chat, talk, social, and a help center—all packaged in a powerful platform that will take some getting used to.
As I've done with every app in this test, I started by downloading their WordPress plugin to make installation effortless—only it wasn't without some effort. I don't know why, but it just started to work.
A more reliable solution would be to install the chat code in the body of your site's HTML source code. From the main support page, you'll access all settings and channels. Click on any channel to open a separate window for that particular console. For Chat, you'll be taken to the home screen showing real-time analytics for visitors and chats.
Open the settings to access routing rules, triggers, and other features. With routing, you can set chat limits for certain agents and add skills for each agent, so they'll only receive chats they're qualified to handle.
While in a chat, an agent can submit a ticket, which will funnel to the support page as open, label it as pending customer response, or close it. Tag other agents or managers within the chat if you want to keep them informed of the ticket process.
A timeline of all previous chats with a visitor are populated in the sidebar for reference, and you can hover over any interaction to see the full chat details. With the Talk channel, you can purchase business numbers or bring over your existing numbers.
You'll pay a monthly line rental fee and fairly competitive per-minute pricing. From the talk console, create greetings and configure your IVR phone tree settings to determine how incoming calls are routed. Your lines will then be accessible from a customer's record. For example, if you're chatting and need to call your customer to resolve an issue, click the call icon in the chat window and dial the number.
Each live call is shown and tracked in the talk console. Also displayed are various call metrics, such as average wait times and calls abandoned. Two other main channels include the help center and community forum. Zendesk makes setting these up easy by providing an instantly accessible subdomain where you can begin building out your help FAQs, articles, and topics. You choose which articles are internally or publicly available and can allow for commenting and promotion voting before posting.
In the forum, all posts will be sent to the content moderation queue for approval. You can connect Zendesk to thousands of apps with Zendesk's Zapier integrations to do things like automatically create tickets for new form entries, add new tickets to your project management tool, and more. HubSpot's chat feature included in their always-free CRM hasn't changed much in the last few years. It's still relatively basic compared to most other chat apps, but with HubSpot, you're likely choosing to use their CRM first—the chat feature comes as a bonus.
And being part of their ecosystem means easier integration with their other paid "hubs" such as marketing, sales, and the new operations software. The chat widget can be customized with your company colors, agents' pictures, greetings, and away messages.
And because it's integrated with the CRM, contacts are automatically created from a chat as long as an email address is provided. With HubSpot's Zapier integrations , you can automate the process even more, sending those contacts to the other apps in your tech stack.
The chatflows feature lets you build chat messages to engage different types of visitors. For each chatflow you create, you can designate the sender, determine who will see the message e.
For example, you may want to send a proactive chat for a segment of customers who recently purchased and are visiting your help page. But they still offer free bots with pre-made and editable questions that most small businesses will find helpful, especially when they're unable to field a chat.
You can set filters for who receives the bot, on what page, and when e. HubSpot makes this process simple with its chatflow builder, providing clear explanations for each step and option. I spent about 10 minutes setting up the bot, then deployed and tested it. From there, I went back into the bot and tweaked a few of the questions to get the flow right and capture the info I wanted.
All painless. The live chat and chatbot setup are included in the CRM under the Conversations header. Also accessed here is the team inbox showing all chats, connected team user email accounts, and Facebook Messenger if integrated conversations.
This is your central customer support inbox for communicating with visitors and customers. It's also where an agent will select and engage in a chat conversation. Once a chat visitor is created as a contact with an email, this contact record will be associated with them, whether they come back for another chat, fill out a website form, or send an email.
All of these interactions will be recorded in their CRM record. Chatlio Web, Slack. If you're a Slack power user and want basic chat functionality built into the popular app, check out Chatlio. It lets agents chat directly from Slack, whereas typical third-party integrations only provide alerts for new chats, making agents open a separate chat app to respond.
The connection from Chatlio to Slack takes just a few clicks. You create a Slack channel for chats from the Chatlio web interface, customize the appearance of your chat widget, and then install the widget on your site. From there, you can fine-tune chat behavior with Slack. Determine what should happen when Chatlio is off, when there are no active Slack users in livechat, or when all operators are busy. You can set which kind of chat notifications you want in Slack and the types of customer data you want displayed in the Slack message, such as name and email.
In Slack, agents can see chat visitor information for country, city, IP address, or personal details if it's a returning customer. You can also attach images and files, and if you want to perform commands for Chatlio while in Slack, there are several dozen slash commands to control the behavior and configuration of Chatlio. Saved replies let you create automated reply shortcuts to common questions. For questions about warranty info, you would add "warranty" to your reply's trigger phrase and the appropriate weblink, so the next time a visitor types "warranty," the link would automatically be sent.
While you can't control every Chatlio task in Slack, you can control over two dozen common functions without having to go into the Chatlio dashboard. Other support-related features include auto-triggered messages, pre-chat surveys, chat transcripts, and the ability to deploy chat on multiple domains. Reporting is relatively basic, though, with chat activity summaries by team and agent, chat history, and average chat availability.
You can connect Chatlio to thousands of other apps with Chatlio's Zapier integrations , which means you can do things like automatically create conversations in Help Scout based on new offline messages in Chatlio or send text messages when there are new conversations in Chatlio. If you want to improve customer support and make your reps' jobs more fun and competitive, LiveAgent 's gamification might be your answer.
This feature lets agents monitor key support stats, earn badges, and progress through 12 support levels from Novice to King. You can customize each support level based on conditions, such as chats per hour, answers per hour, missed chats, and several dozen others. Here's a description for a Pro: You are a Pro now. Your answers are precise and to the point. Customers shiver with expectation waiting for your answers. Answer tickets or make chats to reach this level. In this description, you can edit both the number required and the condition.
These levels are achieved over time and can't be lost because of inactivity. Agents can also earn badges for things like the fastest chat response time, and each one is customizable. Once you have these elements defined, you can start to track performance on the LiveAgent dashboard. Feature 9 — Agent Profiles. Because each organization has specific people to manage their chat volumes, this software is also built with agent profiles in mind. Therefore, each organization is given the capability to add profile photos, names, and titles.
Feature 10 — Engagement Graphics Keeping customers engaged has also been made easy, especially since the agent can customize different graphics for their visitors to see. These graphics are often used to encourage the customers or visitors to start additional chats. Feature 11 - After Hours Form. During these times customers can still submit their inquires via an after hour form that allows the customer support group to get back into touch with them via a ticket type system.
Feature 12 — Automatic Greetings. Another great feature that saves time is the automatic greeting. Therefore, instead of having to type in a manual greeting to a beginning chat, all the agent has to do is send an automatic custom greeting to respond to new request. When an individual or a company chooses any type of software application, there are a number of different things that they will be looking for prior to making an investment. One of the most important factors in taking out the paycheck and making the purchase involves the ROI, which is the return on investment.
To that end, companies that make an investment in Live Support Software will find several strategies and tips that can be used to increase their return on investment once they have selected this system for their online customer support area. Four of the notable are listed below. One viable option for starting this kind of campaign is to use a rule based strategy to target an audience via their auto chat invitation feature. For example, with this feature, the company can invite specific visitors for a new product offer.
These invitations can encourage this audience to buy a special product and receive a hefty discount when they make their purchase. Since some companies have large chat volumes, they can take advantage of these numbers to boost their sales. Typically, one great way to do this is to offer custom solutions when a customer is seeking to find a product that will solve their specific problems.
One of which is to use the chat as an opportunity for upsell. This is normally done by notifying the customer of other expensive products that they are offering as a special during that time. This process should be done very strategically, however, so that the company does not offend or run loyal consumers away. Are you looking to add a live support chat widget to your website? Check out our top 10 selections of the best live support tools below.
You can easily add these software applications to your website in minutes today. Offering live support capability on your website has many benefits, from increasing sales from browsers, to increasing trust in your brand to reducing phone and email support costs, it makes sense for most online businesses to use website support software. Visit the sites below and get started today for no cost. Most Popular Articles.
Advertiser Disclosure. How We Rank Software. Is live chat software worth it Thinking of investing in a livechat tool? Related Categories. Live Chat Software 2. Website Chat Software 3. CRM Integration. Custom Interface. Client Profiling. Behavioral Triggers. Sleek Interface. Market Leader. Multilingual Support. Real Time Monitoring. In-depth Analytics. Device Neutrality. Take notes, send an email, make calls, schedule follow-up tasks, create support tickets, and more, all from the inbox.
Best for: teams who look for a lightweight live chat software with basic functionalities to automate processes. Chaport is an easy-in-use and simple chat app. It can help you quickly and easily communicate with the visitors of your website. Chaport offers many smallish functionalities that can improve team communication as well as relationships with customers. Also, you can customize the widget, share files and images with your visitors, view real-time reports about chats, create a group chat, or send automatic chat invitations to visitors based on specified rules.
Pricing: Chaport is free unless you want to get more advanced features. Intercom is a widely used live chat tool among sales teams. It is aimed at helping businesses build better customer relationships through personalized, messenger-based experiences. You can share screen, start a voice and video call, book meetings, or customize the Messenger to match your brand and configure unique settings for web, iOS, and Android.
Intercom allows you to have a single tool to sell and support customers through every step of the funnel. Pricing: Intercom offers a free day trial. Zendesk is a support, sales, and customer engagement platform. Zendesk live chat comes as a part of the software and in combination with other modules, helps to create a customer-oriented CRM system. The live chat allows your customers and website visitors to quickly and effectively connect with your agents. It lets you proactively engage customers during the buying process with its rich features like:.
When using Zendesk, agents can switch between serving chats, phone calls, emails, or social media messages, and handle multiple chats at once. Additionally, your team can manage workflow with chat routing, by adding tags to chats, organizing and creating a work schedule, or specify granular permissions for agents. Sign up for free! Best for: people who are looking for an AI-assisted live chat with all necessary features.
Tidio is a free live chat software that allows you to reply to customers in seconds via live chat, email, and Messenger. All messages are accessible in one simple dashboard. Tidio has three integrated products within which you can do different things but still have a unified system for customer service:.
Used together, the tools help you grow your audience, customer base and improve customer support. Pricing: Free 7-day trial. Best for: large teams who are looking for an advanced degree solution with granular features. LifeHelpNow has so many interesting features, that your team can use it flexibly and adjust to the needs and workflow. Best for: best free live chat software with rich features for every type of business.
Tawk is one of the best live chat software available for free. It has many granular functionalities that let your team flexibly monitor and chat with the visitors on your website.
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