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Live Chat Software

Live Chat software helps organizations connect with their customers in real time. Live Chat applications can be used for customer support, lead generation, and customer engagement. This type of software includes widgets that can be integrated into existing websites, as well as more robust stand alone solutions that allow businesses to track customer interactions, response and conversion rates.

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Multi-Company Live Chat Software, Secure, Reliable Customer Engagement & Real-Time Customer Support. Learn more about Vision Helpdesk
Vision Helpdesk's Live Chat Software is a secure, real-time multi-company live chat messaging platform that improves customer engagement by helping sales teams to convert website visitors into paying customer Key Aspects of Live Chat Software – * User-Friendliness  * In-Built into Customer Support tools  * Multi-Company Live Chat Management  * Device-Independent (Browser-based) * Enhance Customer Support Team’s productivity  * Engage Website Visitors to Increase Sales. * Powerful Automation Learn more about Vision Helpdesk

Features

  • File Sharing Software
  • Transcripts/Chat History
  • Autoresponders
  • Mobile Access
  • Canned Responses
  • Transfers/Routing
  • Third-Party Integrations
  • Support Ticket Management
  • Multi-Channel Communication
  • Real-Time Notifications
  • Chat/Messaging
Zoho Desk is a web-based customer service software equipped with an embeddable AI-powered chat widget for your website and app. Learn more about Zoho Desk
Zoho Desk is a web-based customer service software. Its embeddable chat widget helps your customers get in touch with your company instantly, right from the website or app. Zoho's AI-powered assistant, Zia, processes their questions and suggests appropriate solutions from the Knowledge Base. If an issue requires more time and attention, a conversation can be converted into a ticket, in a single click, without losing context. Learn more about Zoho Desk

Features

  • File Sharing Software
  • Transcripts/Chat History
  • Autoresponders
  • Mobile Access
  • Canned Responses
  • Transfers/Routing
  • Third-Party Integrations
  • Support Ticket Management
  • Multi-Channel Communication
  • Real-Time Notifications
  • Chat/Messaging
Busatools is a website analytics software that provides user behavior insights and tools to optimize website performance. Learn more about Busatools
Busatools is a website analytics software that provides user behavior insights and tools to optimize website performance. The software offers features to track visitor metrics, record user interactions, generate heatmaps, chat with users, gather feedback, and boost conversions. Busatools aims to help businesses understand their audience, enhance user experience, optimize web design, and increase engagement. All in just one app integrated with an HTML script call and a single ultra light js file (15kB) Learn more about Busatools

Features

  • File Sharing Software
  • Transcripts/Chat History
  • Autoresponders
  • Mobile Access
  • Canned Responses
  • Transfers/Routing
  • Third-Party Integrations
  • Support Ticket Management
  • Multi-Channel Communication
  • Real-Time Notifications
  • Chat/Messaging
Award-winning live chat, help desk, ticketing and call center software, easy to use from the start. Try it with a free 1-month trial. Learn more about LiveAgent
LiveAgent is a help desk and live chat solution with 200+ native integrations. Streamline all business communication channels and manage customer interactions from a single shared team inbox. Enjoy social media integrations, a powerful chat widget, chat routing, chat history, canned responses, reliable ticketing, and more advanced features. Start with a 1-month free trial, no credit credit card needed. Learn more about LiveAgent

Features

  • File Sharing Software
  • Transcripts/Chat History
  • Autoresponders
  • Mobile Access
  • Canned Responses
  • Transfers/Routing
  • Third-Party Integrations
  • Support Ticket Management
  • Multi-Channel Communication
  • Real-Time Notifications
  • Chat/Messaging
Slack is your productivity platform. Welcome to the command center of your workday.
Slack is your productivity platform. Welcome to the command center of your workday. Discover a more flexible way to work with all your people, apps and partners in one space. Slack connects people with each other and with their tools and data. Equip teams to be their most efficient and productive—to save time, increase ROI and open up all kinds of opportunities. Slack isn’t just a tool for sending messages. It’s a place where work flows between all your teams, tools, customers and partners. Learn more about Slack

Features

  • File Sharing Software
  • Transcripts/Chat History
  • Autoresponders
  • Mobile Access
  • Canned Responses
  • Transfers/Routing
  • Third-Party Integrations
  • Support Ticket Management
  • Multi-Channel Communication
  • Real-Time Notifications
  • Chat/Messaging
Cloud-based solution that assists with customer communications through business interactions, automation, messaging and more.
Messaging app that enables real time customer communications for small businesses. Learn more about WhatsApp

Features

  • File Sharing Software
  • Transcripts/Chat History
  • Autoresponders
  • Mobile Access
  • Canned Responses
  • Transfers/Routing
  • Third-Party Integrations
  • Support Ticket Management
  • Multi-Channel Communication
  • Real-Time Notifications
  • Chat/Messaging
HubSpot CRM has everything you need to organize, track, and build better relationships with leads and customers.
Whether you've got a small team of five or a sophisticated sales force of 500, HubSpot offers pricing and packaging options that grow with you. HubSpot customer relationship management (CRM) software is built for companies that want to spend less time logging data. It keeps all your contacts in one centralized, customizable database. And you can see everything about a lead in one place -- no more digging through inboxes to find information. Start using the free HubSpot CRM today. Learn more about HubSpot CRM

Features

  • File Sharing Software
  • Transcripts/Chat History
  • Autoresponders
  • Mobile Access
  • Canned Responses
  • Transfers/Routing
  • Third-Party Integrations
  • Support Ticket Management
  • Multi-Channel Communication
  • Real-Time Notifications
  • Chat/Messaging
Zendesk offers industry leading live chat software that¿s quick to implement and easy to use.
Zendesk offers industry leading live chat software that's quick to implement and easy to use. It lets you deliver real time, conversational support on web, mobile, and in apps-like WhatsApp. Pair it seamlessly with Zendesk's customer support solution to reduce customer wait times and increase efficiency. Response times can be as fast as 30 seconds and agent performance can improve by 25% after switching to Zendesk. Learn more about Zendesk Suite

Features

  • File Sharing Software
  • Transcripts/Chat History
  • Autoresponders
  • Mobile Access
  • Canned Responses
  • Transfers/Routing
  • Third-Party Integrations
  • Support Ticket Management
  • Multi-Channel Communication
  • Real-Time Notifications
  • Chat/Messaging
Freshdesk is an easy-to-use customer service software that helps over 60,000 businesses worldwide create stellar customer experiences.
Freshdesk is a cloud-based helpdesk system that offers powerful solutions for customer service. Freshdesk unifies conversations from email, phone, web, chat, and social, and helps you resolve issues across channels effortlessly. With Freshdesk, you can also automate workflows, offer convenient self-service options, manage SLAs, and generate reports. Freshdesk is used by over 50,000 customers, including Bridgestone, HP, Harvard University, and DHL. Learn more about Freshdesk

Features

  • File Sharing Software
  • Transcripts/Chat History
  • Autoresponders
  • Mobile Access
  • Canned Responses
  • Transfers/Routing
  • Third-Party Integrations
  • Support Ticket Management
  • Multi-Channel Communication
  • Real-Time Notifications
  • Chat/Messaging
Engage visitors to your website 24/7 with Pipedrive's Chatbot and Live Chat. Turn your window shoppers into qualified leads.
Turn your website window shoppers into qualified leads with Pipedrive's Chatbot and Live Chat. Chatbot engages your website visitors 24/7. Easily customize your bot's look, the questions it asks and how it replies. Have available sales reps add a human touch with Live Chat from their phones or desktop. If your team gets busy, Chatbot steps in so no leads slip away. Both tools are available in the LeadBooster add-on, which can be added to any Pipedrive CRM plan. Start your 14-day free trial. Learn more about Pipedrive

Features

  • File Sharing Software
  • Transcripts/Chat History
  • Autoresponders
  • Mobile Access
  • Canned Responses
  • Transfers/Routing
  • Third-Party Integrations
  • Support Ticket Management
  • Multi-Channel Communication
  • Real-Time Notifications
  • Chat/Messaging
LiveChat lets existing and prospective customers talk to your company via your website and give them a personal experience in real time
LiveChat is a live chat application that can be integrated into your website to capture more leads and close more sales. Having LiveChat on your website means that on-site visitors can send you their questions and receive answers in no time. Learn more about LiveChat

Features

  • File Sharing Software
  • Transcripts/Chat History
  • Autoresponders
  • Mobile Access
  • Canned Responses
  • Transfers/Routing
  • Third-Party Integrations
  • Support Ticket Management
  • Multi-Channel Communication
  • Real-Time Notifications
  • Chat/Messaging
Intercom is redefining how businesses support their customers using powerful messaging and automation.
Intercom creates modern Customer Service software that redefines how businesses support their customers. Our platform connects businesses directly to customers using powerful messaging and automation. We enable teams to scale support without investing more resources - leading to happier customers and more efficient support teams. Learn more about Intercom

Features

  • File Sharing Software
  • Transcripts/Chat History
  • Autoresponders
  • Mobile Access
  • Canned Responses
  • Transfers/Routing
  • Third-Party Integrations
  • Support Ticket Management
  • Multi-Channel Communication
  • Real-Time Notifications
  • Chat/Messaging
Nextiva is a Unified CXM company that provides AI-powered customer experience solutions.
Nextiva connects businesses to all of their conversations on one, AI-powered platform, helping them understand their customers in real-time to create personalized experiences that set them apart. Nextiva powers 100,000+ businesses and billions of conversations every year with its all-in-one customer experience platform. From one AI-powered communication hub, Nextiva transforms the way businesses engage with their customers. The company’s commitment to Amazing Service® and a customer-focused approach has been its cornerstone for 15 years. Established in 2008 and headquartered in Scottsdale, Arizona, Nextiva secured $200M from Goldman Sachs Asset Management in its inaugural funding round, valuing the company at $2.7B in late 2021. Discover more at www.nextiva.com. Learn more about Nextiva

Features

  • File Sharing Software
  • Transcripts/Chat History
  • Autoresponders
  • Mobile Access
  • Canned Responses
  • Transfers/Routing
  • Third-Party Integrations
  • Support Ticket Management
  • Multi-Channel Communication
  • Real-Time Notifications
  • Chat/Messaging
TeamSupport allows agents to connect relevant teams, access valuable customer insights, and solve complex issues with less time.
TeamSupport is the premier ticketing and live chat solution designed for support teams looking to improve customer engagement and make agents’ lives easier. Our intuitive, AI-powered platform allows teams to spend less time on manual tasks and more time building stronger relationships with customers. TeamSupport allows agents to connect relevant teams, access valuable customer insights, and solve complex issues with less time and effort which ultimately improves customer satisfaction. Learn more about TeamSupport

Features

  • File Sharing Software
  • Transcripts/Chat History
  • Autoresponders
  • Mobile Access
  • Canned Responses
  • Transfers/Routing
  • Third-Party Integrations
  • Support Ticket Management
  • Multi-Channel Communication
  • Real-Time Notifications
  • Chat/Messaging
#1 free live chat and contact center software used by over 12 million companies. Also comes with free CRM and email marketing.
If you are looking for free live chat software for your website, you'll love Bitrix24. First of all, free actually means free — you can have as many chat sessions as you need, without limitations. Second, we don't limit free edition to a single chat agent. Third, Bitrix24 is a fully featured omnichannel contact center. Learn more about Bitrix24

Features

  • File Sharing Software
  • Transcripts/Chat History
  • Autoresponders
  • Mobile Access
  • Canned Responses
  • Transfers/Routing
  • Third-Party Integrations
  • Support Ticket Management
  • Multi-Channel Communication
  • Real-Time Notifications
  • Chat/Messaging
The worlds #1 customer service platform, empowers every service employee with the innovative tools, and unified data.
Service Cloud, the world's #1 customer service platform, empowers every service employee from the contact center to the field with the innovative tools. Embed real-time support on your website and in your apps with Chat. Start personalized live chats, in-app or online, with your customers based on how they're using your site. Deliver chat around the globe with multilingual support. And scale your customer support with AI-powered chatbots that help answer routine asks. Learn more about Salesforce Service Cloud

Features

  • File Sharing Software
  • Transcripts/Chat History
  • Autoresponders
  • Mobile Access
  • Canned Responses
  • Transfers/Routing
  • Third-Party Integrations
  • Support Ticket Management
  • Multi-Channel Communication
  • Real-Time Notifications
  • Chat/Messaging
The text messaging service that is crafted to cut through the noise, so you can connect with customers anytime, anywhere.
Text Request is a business texting platform built to ignite customer engagement. We’ve crafted plug-and-play messaging solutions to your everyday communication problems, so you can cut through the noise and connect with customers anytime, anywhere. Text Request is designed to scale with you, from one person handling a few conversations, to thousands of employees sending millions of messages, to custom solutions built on our API. Learn more about how we help busy business leaders like you. Learn more about Text Request

Features

  • File Sharing Software
  • Transcripts/Chat History
  • Autoresponders
  • Mobile Access
  • Canned Responses
  • Transfers/Routing
  • Third-Party Integrations
  • Support Ticket Management
  • Multi-Channel Communication
  • Real-Time Notifications
  • Chat/Messaging
Deliver personalized one-on-one support to every customer using a simple yet powerful free live chat software provided by EngageBay.
Give your customers the fastest, most effective way to interact with support agents to get their queries solved. Build meaningful and long lasting relationships by talking to customers over live chat. Send a proactive message to invite your customers to a live chat. Show them that you care by offering support proactively. Automate and customize the chat message based on several factors like the page the visitor is browsing, location, referral website, new or returning visitor and many more. Learn more about EngageBay CRM

Features

  • File Sharing Software
  • Transcripts/Chat History
  • Autoresponders
  • Mobile Access
  • Canned Responses
  • Transfers/Routing
  • Third-Party Integrations
  • Support Ticket Management
  • Multi-Channel Communication
  • Real-Time Notifications
  • Chat/Messaging
Userlike is the leading GDPR-compliant software for messaging and automation that helps businesses transform customer communication.
Userlike is the leading German software for customer messaging and AI support automation that helps SMBs and large companies connect to their customers. The solution offers a central inbox for customer communication via website, WhatsApp, Facebook and more. Benefit from professional features like file sharing, voice messages, live translations and automate big parts of your support using Userlike's Automation Hub including GPT-4 to create AI chatbots, smart FAQs and interactive contact forms. Learn more about Userlike

Features

  • File Sharing Software
  • Transcripts/Chat History
  • Autoresponders
  • Mobile Access
  • Canned Responses
  • Transfers/Routing
  • Third-Party Integrations
  • Support Ticket Management
  • Multi-Channel Communication
  • Real-Time Notifications
  • Chat/Messaging
Use Birdeye Webchat to engage and convert web visitors into leads. .
Live Chat - Chat with website visitors the moment they reach your site to generate leads, book appointments, conduct virtual consults, and more. Chat Bot - Give your teams the breathing room they need to focus on more complex work with effortless and efficient customer support powered by our AI chatbot, Robin. AI Tools - Send better quality messages with the help of an AI-writing assistant that can generate tailored responses from scratch or rephrase your replies to ensure they're on-brand, empathetic, and consistent. Response Templates - Craft response templates for common questions and send templated requests for reviews, referrals, and more. Smart Inbox - Funnel, filter, and organize all web chat conversations into a single inbox based on location, time, or type of conversation. Team Assignments - Assign conversations to a team or individual. Webforms - Capture website leads and route them to your Birdeye Inbox for follow up. Learn more about Birdeye

Features

  • File Sharing Software
  • Transcripts/Chat History
  • Autoresponders
  • Mobile Access
  • Canned Responses
  • Transfers/Routing
  • Third-Party Integrations
  • Support Ticket Management
  • Multi-Channel Communication
  • Real-Time Notifications
  • Chat/Messaging
Podium webchat immediately brings the conversation to text, so you can keep the conversation going long after the customer leaves your
Podium webchat immediately brings the conversation to text, so you can keep the conversation going long after the customer leaves your site. Generate up to 11x more leads from your website, then convert them faster with immediate, AI-powered responses, automations for key moments, and more. Learn more about Podium

Features

  • File Sharing Software
  • Transcripts/Chat History
  • Autoresponders
  • Mobile Access
  • Canned Responses
  • Transfers/Routing
  • Third-Party Integrations
  • Support Ticket Management
  • Multi-Channel Communication
  • Real-Time Notifications
  • Chat/Messaging
Beautiful Live chat solution with CRM and Help Desk integration and powerful reporting capabilities. GDPR Ready and Accessible. API.
Olark Live Chat is the easiest way to add live chat to your website. Over 40,000 organizations including small businesses, large businesses, non-profits, government entities, and higher education choose Olark. Add an Olark chat box to your site and start helping more customers and closing more sales. Olark integrates with a number of CRM, eCommerce and Help Desk platforms to provide you with automation, chatbots, and key customer insights. GDPR Ready, WCAG 2.1 AA Accessible, and NIST 800-53 Learn more about Olark

Features

  • File Sharing Software
  • Transcripts/Chat History
  • Autoresponders
  • Mobile Access
  • Canned Responses
  • Transfers/Routing
  • Third-Party Integrations
  • Support Ticket Management
  • Multi-Channel Communication
  • Real-Time Notifications
  • Chat/Messaging
Modern live chat and chatbot solution facilitating personal communication between you and your customers.
Modern live chat and chatbot solution that facilitates personal communication between you and your customers. Welcome potential buyers to your website with live agents and invite them to get in touch through targeted, automated messaging. Save visitors the hassle of sending a formal, stuffy contact-us email. Reply from your browser, desktop or mobile app and keep customers happy with improved response times. *Chatra has joined forces with Brevo! Find out more: https://chatra.com/brevo/ Learn more about Chatra

Features

  • File Sharing Software
  • Transcripts/Chat History
  • Autoresponders
  • Mobile Access
  • Canned Responses
  • Transfers/Routing
  • Third-Party Integrations
  • Support Ticket Management
  • Multi-Channel Communication
  • Real-Time Notifications
  • Chat/Messaging
Tidio is a live chat platform that enables you to create exceptional customer journeys with omnichannel communication, canned responses
With Tidio's innovative live chat platform, you create exceptional customer journeys 24/7. Answer up to 70% of customer questions with Lyro AI - our game-changing AI support agent. Manage all your live communication channels in a single dashboard to offer immediate support. Connect with website users through a lightweight live chat widget. Move leads through your sales funnels with custom automation flows. Generate leads with email marketing. Free plans available. Learn more about Tidio

Features

  • File Sharing Software
  • Transcripts/Chat History
  • Autoresponders
  • Mobile Access
  • Canned Responses
  • Transfers/Routing
  • Third-Party Integrations
  • Support Ticket Management
  • Multi-Channel Communication
  • Real-Time Notifications
  • Chat/Messaging
3CX Live Chat is a free live chat solution that offers extra calling capabilities and team communication features at no cost
3CX Live Chat is a free live chat solution with extra calling capabilities and team communication features added at no cost. Resolve issues faster through chat and voice. Visitors can chat, call or video call at the touch of a button without dialing numbers. Forward chats with history to agents or groups. Answer messages remotely with free mobile phone apps. Integrate Business Facebook messages and SMS to answer all communications from the same interface. No per user per month fees! Learn more about 3CX

Features

  • File Sharing Software
  • Transcripts/Chat History
  • Autoresponders
  • Mobile Access
  • Canned Responses
  • Transfers/Routing
  • Third-Party Integrations
  • Support Ticket Management
  • Multi-Channel Communication
  • Real-Time Notifications
  • Chat/Messaging

Live Chat Software Buyers Guide

Live chat software makes it easier for a business and its staff to interact with customers in real-time. Live chat applications are also known as customer messaging software. They allow for support or sales agents to communicate with clients through an instant messaging platform in real-time by exchanging instant messages, pictures and files. Live chat applications make it easier for a company to respond to their customer's questions, and help them build a better relationship with their customers by making it easier for customers to interact with businesses.

Some of the core features of live chat software include chat widget customisation options that allow businesses to customise the chat widget to match the look and feel of their website. Also, expect to see a stored responses feature that enables agents to respond to the questions their customers have with pre-formulated answers to the most common questions that customers may have. Live chat applications can also reach out to customers proactively by sending them automated messages based on specific metrics such as their browsing history, browser language or account balance.

Live chat software, also known as website chat software, benefits businesses by simplifying and enhancing the communication between an organisation and its customers. Although live chat applications can be used for any type of business communication, it is especially useful for sales and support departments. Apart from this, live chat software also makes it easier for a business to track key conversations between the company and their clients. In addition, live chat applications can store these conversations for future reference and enable a business to analyse how they communicate with clients. Furthermore, this will provide valuable insights that can be used to expand business offerings, provide better customer support and increase profitability.

Live chat software often is used in specific business areas, similar to sales, marketing and customer support software. Live chat applications are versatile enough and can be used successfully in most business departments, including customer support, sales and marketing. Generally speaking, live chat solutions are available as Software-as-a-Service (SaaS) products or stand as standalone products. The right type depends on the specific needs of the business.

There are several considerations that businesses should take into account when choosing a live chat software solution. These include the intended application for the software, the size of the business, and the level of compatibility between the live chat software and other business systems. Live chat applications usually allow users to:

Facilitate real-time communication between businesses and their clients Store chats for future reference to reduce the need for clients to repeat information Gather basic pre-chat information from clients to improve the efficiency of communications Export data for analytical purposes to anticipate future client behaviours and requirements

What is Live Chat Software? Live chat software enables a business to connect with its customers in real-time. Live chat applications can provide customers with instant support and advice through an instant messaging system. In addition, live chat applications can also be used to archive chats and analyse customer data, which can give businesses valuable insights into the behaviour of their customers. These insights can make important business decisions that are based on customer behaviour and trends. Live chat applications include widgets that can be added to existing websites and customised to match the corporate image of a specific business. Live chat applications are also available in a more feature-rich standalone version that allows businesses to keep track of interactions with customers, view response rates and monitor conversions.

By using live chat software, modern businesses can communicate with their clients more effectively in a way that customers prefer and appreciate. Past conversations can be saved for future reference, which makes it easier for staff to refer to any previous queries or requests a particular client may have had, resulting in a better support experience for the client. Live chat applications also enable the bi-directional sharing of images, documents and other files, making it easier, more secure, and faster to share data when needed.

What are the benefits of live chat software? The benefits of live chat software mostly centre around communicating with customers in real-time. Live chat applications can be used in more than one area of a business, including sales, marketing, and support. Some of the advantages of using live chat applications include: Increases customer convenience: Live chat software is convenient for clients because the average waiting time is lower when compared to call centre waiting times. Therefore, customers can continue doing something else while waiting for an operator. At the same time, customers can get answers to questions that relate to purchasing a product while making the purchase, which can result in higher conversion rates. Ability to provide canned responses: Quick responses can be saved for future use with live chat software. This means that staff can select from several different canned responses which can be sent to a client instead of needing to type a customised response to each question. Live chat software also provides custom messaging functionalities for when they are needed. Allows archiving of historic messages: Website chat software lets businesses save the conversations with their customers for future reference. This allows operators to view past message threads, avoiding the need for the client to explain their issue several times and saving valuable time. Pre-chat forms increase efficiency: Live chat software allows businesses to collect information such as names, contact details, request descriptions, and email addresses from customers before a live chat session is initiated. This makes it easier for the business to connect with clients in the future, but more importantly, it prevents spam from messages being sent. Gives insights into customer behaviour: The data collected during a live chat gives businesses insights into the behaviour of their customers, and this data can be used in decision-making processes, targeted marketing, and trend identification. This valuable information can ultimately increase the profitability of the business. Fully customisable: Live chat software is usually fully customisable, and visual elements such as colours, logos, and fonts can be adjusted to match the corporate image of any business. This makes it easy and quick for businesses to integrate live chat software into existing websites and applications without sacrificing the custom look and feel that matches the company's identity.

What are the features of live chat software? Live chat software features generally consist of a core, common, and optional feature. Although the core and common features are usually similar, the optional features can differ greatly from software solution to software solution. Here are some of the most common features: Real-time communication: Talk to customers in real-time via instant messenger. In most cases, customers prefer being able to access instant support and/or advice when they need it and live chat provides this functionality. By giving customers the ability to instantly connect with support or sales agents, the business stands a greater chance of converting an interested customer into a purchase and/or keeping a customer happy. File sharing: Share files with customers and accept files from customers with bi-directional file sharing. Most live chat applications let customers share documents, photos, and files with support staff via an instant messaging platform. This eliminates the need to use third-party services like email to send files, which saves time and makes businesses more efficient. For example, file sharing can be used to share documents such as bills, error reports, and photos so during an active customer support session. Canned responses: Answer questions with pre-formulated responses. Canned responses make it easier to answer frequently asked questions quickly and effectively by allowing staff to send pre-formulated answers to customers instead of needing to type out an individual response to every question. Canned responses work especially well for frequently asked questions, and they can give customers basic information in seconds, which keeps customers happy and support agents effective. In general, canned responses can be formulated by analysing data on frequently asked questions and identifying which questions customers ask most often. Message archiving: Archive past conversations with message archiving. Being able to look back at previous messages is helpful in many situations, and it can further increase the efficacy of live chat support for clients. Message archiving saves past conversations and allows support agents to access these conversations when needed, but it also makes it possible to identify trends and problem areas, especially when used in a customer support application. Message archives are usually searchable so that support agents can easily look through data to find any relevant information that can be used to support a customer. Offline forms: Capture vital customer data before a live chat session begins. Offline forms can collect information such as names, contact details, and problem descriptions before the assigned support agent connect with the client. In addition to collecting important information, this feature also reduces the likelihood of spam messages being sent. Offline forms can be customised, and businesses can request information from clients so that support agents can have all the relevant information in front of them when speaking with the client. Data analysis: Analyse customer data and extract valuable insights to drive revenue generation. Live chat systems are often capable of analysing data and identifying trends that allow businesses to learn more about the behaviour of their customers. This information is critical to any business and can be used for a variety of purposes, including marketing and lead generation. Data is a powerful tool in any organisation and being able to use and extract key metrics from data sources like live chat applications is critical for every modern business. Transfers/routing: Transfer a conversation from one agent to another in real-time. Some live chat systems allow agents to transfer an ongoing conversation from one support agent to another. This is especially useful when a query is specific or technical and might require someone with specialist knowledge to provide an answer. Being able to transfer a conversation means more convenience for the customer, resulting in higher customer satisfaction rates and higher conversion rates. Campaign management: Manage ad campaigns for more targeted and better results. Live chat can be used for more than just customer support, marketing campaigns are also possible, and by using automated messages, businesses can make sure that their message reaches the intended audience. Campaign management functionality allows businesses to create customised live message campaigns that send specific messages to clients based on their browsing patterns, account balance, and cart contents. Third-party integration: Integrate the live chat app with other business applications seamlessly. Businesses often require more than one system to function smoothly, and for a business to operate effectively, all the different business systems must function together as one connected system. By integrating with other business systems, live chat can share data with, and obtain data from, these systems. This contributes to the smooth running of the entire business. Data can automatically be combined into one central database for maximum efficiency and ease of use.

What should be considered when purchasing live chat software? When purchasing live chat software for businesses, buyers need to consider several variables. There are numerous live chat solutions on the market, but not all of them are created equally. For example, some live chat solutions have features that make them particularly useful for small and medium enterprises, while other versions are better suited to corporates with more demanding needs. In addition, some live chat applications are available as widgets that can be bolted onto existing infrastructure such as a website, while others are standalone products that can be used without any supporting infrastructure. For these reasons, finding the right live chat solution depends mainly on the needs of the business and its employees. Some of the more specific considerations that need to be considered are outlined below: What are the key features of the live chat solution? It is key to consider the key features of the product in question and evaluate whether or not these features meet the needs of the business that needs to use the software. Some live chat applications have a longer list of optional features than others. Still, it is crucial to understand which features are non-negotiable and which ones are not essential. By knowing what is needed, businesses can strike a good balance between costs and functionality. Investing in a live chat solution that doesn't meet the business's needs can result in a large and unnecessary expense which might not yield the desired result. For this reason, it is recommended to be very clear on the exact purpose of any live chat solution. What are the main objectives that need to be achieved? Since not all live chat applications are created equally, it is important to understand exactly what the system is intended to achieve before opting for a specific solution. Some live chat applications are designed specifically for customer support applications, while others are more geared towards sales and marketing. It is important to have clarity on where the solution will be deployed, to be able to choose the solution that works best. In many cases, one solution can be used for more than one purpose. This is because live chat solutions are usually flexible and can be customised for a particular purpose. Is the pricing structure appropriate? Pricing is the main consideration for every purchase, and it is key to clearly understand the pricing structure of any purchase before committing. The pricing structure of most live chat applications mainly depends on whether the service is sold as a standalone service or based on a Software-as-a-Service (SaaS) model. With SaaS pricing models, there are usually very little to no upfront costs since the software is billed every month. By contrast, standalone solutions usually do come with significant upfront costs and low to no monthly expenses. The right approach is dependent on the business's budget and needs. Is the live chat application compatible with other business systems? Businesses often rely on more than one system, and this is why it is important that live chat solutions can integrate with other systems. Integration of systems makes it possible for various data sources to combine their respective data into one centralised database, which can be very useful for businesses. Through system integration, businesses can better serve their customers, and the sharing of data means that businesses can gain better insights into customer behaviours and trends, which ultimately makes it easier to manage the business profitably. Is the software legally compliant? Businesses need to be aware of the latest developments and laws that govern how businesses interact with their customers. In the case of live chat, businesses should be especially sensitive to the requirements of data protection regulations because live chat applications can gather and store personal information. It is always prudent to make sure that the solution in question meets or exceeds all the relevant guidelines for personal data protection.

What are the most relevant live chat software trends? Businesses are sensitive to trends, and they must be factored into the decision-making process when choosing a live chat solution. Some of the most relevant trends to consider are: Demand for fast and efficient service: Most modern customers are used to instant service, and people have come to expect exactly this when interacting with businesses. This also extends to live chat, which is especially influenced by the rise of automated chatbots that can respond to customers instantly. Live chat can play a critical role in keeping customers satisfied and gives a business the ability to respond to customers in real-time. Need for better data analysis: Live online chat represents a great source of data and information on customer behaviour for any business. This fits in well with the growing trend of using data and artificial intelligence-powered business systems to drive sales and better engage with customers. Live chat provides businesses with valuable data that can be analysed to learn more about the behaviour of customers and predict new trends that can boost revenue. Data analysis is a very powerful tool for most businesses, and businesses will likely be relying on this more in the future. The continued growth of eCommerce: eCommerce is one of the strongest driving forces behind the development of software like live chat applications. This is because more and more customers are opting to purchase goods and services via the internet instead of visiting a brick-and-mortar store and the trend of shifting towards eCommerce is not likely to change any time soon. Many people find it easier and more comfortable to type a message and prefer this form of communication over other forms such as telephone calls and emails.