Live Chat Support Software Review

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Why Use Live Chat Support Software?

As a customer, there is nothing more frustrating than trying to get help with a product or service from a company, only to wander an automated phone-menu maze searching unsuccessfully for a real human voice. To make your business' customer service stand out from the crowd, you need live chat support software. No matter how good your product or service is, someone will run into a problem, and your customers don't want to wait for help or deal with difficult support channels. Online chat software gives your customers the instant assistance they need. Live chat software also offers your business a variety of analytic tools and customization to give you an edge in the world of online retail.

The best live chat software gives your business the feel of a brick-and-mortar store. In a physical retail space, an employee can approach a customer and offer help based on what the customer is looking at. Likewise, a chat program allows you to see what a visitor is viewing and create an invitation to chat based on that information. Beyond personalized help, this data can help you create and manage new advertising campaigns. In the information age, knowledge is power, and the data from online chat software will give you the information you need to convert pageviews to sales.

We reviewed the best live chat software and found that the best services came from LiveHelpNow, Zopim and Velaro. These companies' chat software offers customization, personalization and information in a way that makes it relevant and easy to understand. With any one of these services, you'll be able to create a strong support structure for your customers and get the information you need to start making new sales. As you explore our reviews, you can see our side-by-side comparison of the top companies and read our articles about live chat support software.

Live Chat Support Software: What to Look For

As you look for live chat support software for your business, you want one that will allow you to customize the program to your needs and grow with your company. Live chat services need to fit the needs to two groups: your support team and your customers. The following criteria will help you determine which software works best for you and your visitors.

Host Environment
When a customer comes to your website, they have an initial reaction. You have designed your website to represent your company and your brand. That design should carry through the entire site, including your live chat window. Look for live chat support software that allows you to customize everything about your chat window, from the pre-chat survey questions to the color scheme, buttons, canned messages, logo and more.

Some of the live help options we reviewed are web-based applications, while others are downloadable software. Most live chat services provide both options. The main difference between the two, besides where they are hosted, is price. Live chat companies sell operator licenses that determine how many operators can be signed into the application and helping customers at one time. The price for an on-demand, web-based application is usually a monthly fee for the license, while live chat support software is a one-time fee that covers a lifetime of service. If you are planning to grow as a company, you need to consider live chat options that will grow with you. When deciding whether to purchase a web-based or software application, consider the price difference.

Since the advent of the internet, the world has gotten smaller. People around the globe can communicate with one another as though they are standing next to each other. As an eCommerce business, you may produce products that appeal to international customers. If so, you need to choose live chat support software like LiveHelpNow, which has built-in, real-time language translation.

Operator Capabilities
You need to choose a live chat support application that offers the features you need to successfully communicate with your customers. It's that simple. If you operate a small business, you don't need a laundry list of features to connect with your customers. We do suggest that you choose an application with features that both operators and customers will benefit from, such as sound and visual alerts for incoming messages, a built-in spell checker and a typing indicator.

Tracking & Monitoring
With the right tools, you can collect a lot of information about your online visitors, including the website that referred them to your site, their click-through path and the browser they use. You can also see if the visitor has been on your website before, and if so, you can look up their past purchase and chat history. All of this information helps you to see what areas of your site get the most attention and where visitors may decide to leave.

As you watch visitors, you'll have the option to send an invitation to chat. However, unless you're able to personalize the invitation to fit your visitor's experience, it will look like a pop-up advertisement. Instead, you'll want the proactive invitation to actually apply to your visitor's needs.

Ease of Use
Not everyone is an HTML/JavaScript/CSS master who is able to whip up a customized code in minutes and place it on your site. As the owner of a small or medium-sized business, perhaps you don't have experience using coding software. If this description fits your situation, have no fear because the majority of the live chat support applications we reviewed are simple to use and require no coding experience. For on-demand, web-based live help applications, the hosting company will provide you with the code and API.

Help & Support
With live chat support services, you have all the tools you need to turn a first-time web visitor into a lifetime customer. You want to provide every visitor the best service available. This is possible, of course, if your software functions properly 100 percent of the time. In a perfect digital world, this would be the case. But, as you well know, nothing is perfect. You need a live chat service that is also dedicated to providing you with the best help and support. Choose an application that has all the essentials, including access to technical support via telephone and email. Of course, live chat support software companies should also offer live chat support.

Using live chat support software can be as easy as sending a text message from your phone or participating in an instant message conversation. Not only can you answer the questions your customers have, but you can also retrieve statistical information that will benefit your company's marketing strategies. You can keep track of all this information and use it to increase the productivity of your online presence. Overall, live chat service will benefit your company and increase its web presence in a technically demanding market.

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Software » Internet / Ecommerce » Live Chat Support Software Review
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Rank #1#2#3#4#5#6#7#8#9#10
10-9  Excellent
8-6    Good
5-4    Average
3-2    Poor
1-0    Bad
LiveHelpNow Zopim Velaro Comm100 WebsiteAlive Netop Live Guide LiveChat WhosOn Kayako LivePerson
LiveHelpNow Zopim Velaro Comm100 WebsiteAlive Netop Live Guide LiveChat WhosOn Kayako LivePerson
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Monthly Price
Visit LiveHelpNow
$21.00
Visit Zopim
$14.00
Visit Velaro
$29.95
Visit Comm100
$29.00
Visit WebsiteAlive
$69.95
Visit Netop Live Guide
$80.00
Visit LiveChat
$36.00
Visit WhosOn
$39.00
Visit Kayako Fusion
$49.00
Visit LivePerson
$99.99
Ratings
10.00
9.63
9.57
9.32
9.13
8.98
8.88
8.70
8.53
8.25
10
9
8
7
6
5
4
3
2
1
10.00
10.00
10.00
10.00
10.00
9.50
9.38
10.00
10.00
9.38
9.38
9.38
10.00
9.38
10.00
9.38
9.38
8.75
9.38
10.00
8.75
8.75
10.00
8.75
10.00
8.75
9.38
8.75
8.75
9.38
8.75
8.75
8.75
8.75
10.00
9.38
8.13
8.13
9.38
8.13
8.13
8.13
8.75
8.75
10.00
8.13
8.13
8.75
8.13
8.13
 
Pricing
1 Operator per Month $21.00 $14.00 $99.95 $49.00 $69.95 $80.00 $39.00 $39.00 $49.00 Not Listed
5 Operators per Month $105.00 $70.00 $499.75 $195.00 $129.80 $400.00 $195.00 $139.00 $245.00 Not Listed
20 Operators per Month $420.00 $980.00 $1,999.00 $600.00 $429.05 $1600.00 $780.00 $514.00 $980.00 Not Listed
Cost per Month for Additional Operators $21.00 $14.00 $99.95 $30.00 $19.95 $80.00 $39.00 $25.00 $49.00 Not Listed
Max Number of Operators Unlimited Unlimited Unlimited Unlimited Unlimited Unlimited Unlimited Unlimited Unlimited Unlimited
Host Environment
Online/Offline Messaging System
Customizable Chat Window
Customizable Chat Buttons
Remote Administration
Flexible & Customizable API
  
Marketing Features
Floating Invitation to Chat
Pre & Post Customer Survey
Mobile Option
Real-Time Language Translation
    
 
Create & Track Campaigns
 
 
Operator & Customer Convenience
Sound & Visual Alerts
Customized Pre-Programmed Greetings & Responses
Built-in Spell Checker
 
Engage in Multiple Chat Sessions
Share Links
Chat Transfer
Typing Indicator
Internal Operator Chat
Document Sharing
 
 
 
Co-Web Browsing
 
 
Tracking & Monitoring
Proactive Chat Invitation
Track Visitor Footprints
Track Visitor Refer
Visitor Chat History
Repeat Visitor Identification
Geo-Location
Real-Time Visitor Monitoring
Help & Support
Live Chat Support
Email/Form Support
Telephone Support
Tutorials
 
Knowledgebase
FAQs
  
  
Integrations
Salesforce
  
Google Analytics
  
Facebook
   
 
Supported Configurations
Windows 8
Windows 7
Windows Vista
Windows XP
Mac OS
 
With Silverlight