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Best Live Chat Software 2019

Best Live Chat Software 2019: The Ultimate Collection of 30+ Tools [Pros and Cons]

Live Chat 26 min read

Providing outstanding customer support and ensuring your customers’ satisfaction is a top priority for every serious and successful business, isn’t it?

Brands go about this in many ways, from providing email support to giving out discount codes or other free resources to make sure clients are satisfied even if they had a complaint.

Various channels are available for customer support these days – email, phone, social media… but live chat is undoubtedly the most popular one.

That’s why we’ve created this guide to help you reach an informed decision on what the best live chat software for your e-commerce business is based on the pricing, key features, supported languages, pros and cons of each tool and other relevant determinants.

What is live chat?

Live chat is a quick and convenient method of communication with your website visitors and customers, which brings about increasing your sales and leveling up your customer service among many other benefits.

So, if you want to:

  • make your customers happy
  • keep your customer service seamless 
  • and grow your revenue

you need to choose the best live chat software for your business. 

Here’s everything you need to know to make the right choice.

Is live chat effective?

Before you install live chat software on your website, you’re probably wondering whether it’s actually effective.

Good news:

Live chat is extremely effective.

Surprised? Don’t be.

By adding live chat software to your store, you can drastically improve your relationship with customers.

And there’s more to it:

79% of businesses say offering live chat has had a positive impact on sales, revenue, and customer loyalty. JD Power found that 42% of customers choose live chat as their preferred customer service channel. Click To Tweet

But that’s not all:

  • 77% of customers won’t make a purchase on a website unless it has a live chat feature.
  • 63% of customers are more likely to return to a website with live chat.
  • And finally, visitors who use live chat on your site are worth 4.5 times more than those who don’t.

Do you see now why companies that use live chat have better chances for success?

So, if you’re looking for an effective sales and customer service tool, you can’t do much better than live chat.

Customer service will soon become more important to customers than the price or the product itself. According to American Express, 9 out of 10 customers will use their customer service experience to determine whether or not they will do business with a company.

What makes live chat particularly effective is that you can improve your customer service experience without spending a fortune.

Want to know the reasons why live chat software is so critical for your e-commerce or any other similar business?

Bear with us…

6 reasons why live chat is important

Let’s cut the long story short and put forward six major reasons why live chat software is a must-have tool for your brand.

1. Live chat software is cost-efficient

The biggest reason to add live chat software to your business website is its cost-efficiency.

WITHOUT live chat software, you need to hire a team of support agents that can handle support through email and over the phone. The costs for this include:

  • finding the right employees
  • training them to work within your business, 
  • paying their salaries, and 
  • providing benefits

Not to mention the office space you need to accommodate everyone.

It doesn’t sound budget-friendly, right?

That’s why a more affordable alternative is to use a live chat app and let someone else run it for you.

For example, find a trustworthy partner/company that provides skilled live chat agents that can monitor your chat app in multiple languages round the clock.

You’d search for experts apt at most popular and best live chat software tools like LiveChat, ZenDesk, Re:amaze or HelpCrunch so that they can ensure you get the most out of your live chat app.

This frees up your team to focus on other important tasks, while still providing amazing customer service right through your Shopify, Magento, BigCommerce, WooCommerce, WordPress or any other business website.

Now you may think to yourself:

Why should I outsource my customer service?

(You’ll find out when you read the guide linked above.)

Also, some businesses decide that they want to offer additional customer support options beyond live chat.

However, even if you still want to provide email and phone support beyond your live chat app, live chat will remove a significant workload from these other channels.

This means you won’t have to hire as many people or have them work long hours, which will still save you a substantial amount of money.

2. It enables you to provide customers with instant feedback and assistance

There are a few challenges to providing great customer service. Customers don’t want:

  • to wait on hold,
  • to repeat themselves,
  • slow response times or
  • a lack of resolution.
Most frustrating parts of asking customer service for help
Source: Hubspot

So, if you want to avoid all these problems, you’ll want a live chat feature on your online store.

Customers love live chat support because it provides them with quick assistance. It allows them to talk to someone from your business right away, so they can get their problems addressed or questions answered as fast as possible.

Gone are the days when a customer would have to call up a phone support hotline, wait for an hour for an available agent, and then try to get their problem resolved.

With live chat software, customers get their questions answered in a matter of minutes, even seconds.

Remember: the faster you respond, the more leads you’ll be able to catch.

Just take a glance at the stats that prove it:

live chat response time
Source: New Breed

And here’s what another relevant survey says:

live chat response time
Source: Drift

The key to providing fast customer assistance is to offer 24/7 availability. You can do this by:

  • having an around-the-clock team in place ready to answer questions
  • or making use of an automated chatbot.

Chatbots provide pre-written answers based on the questions they receive, ready to provide support when your agents are unavailable.

By combining the two solutions, your customers are never more than a few minutes away from a great customer service experience.

3. It fosters proactive engagement and communication which often boosts sales

Although it’s not and shouldn’t be the only business communication channel, live chat is often the very first point of contact with your prospective customers.

When browsing a website just before making an online purchase decision, most visitors need a kind of immediate online support.

For instance, their buying decision may depend on getting an instant answer to a query about a product or shipping, or perhaps they need assistance in the checkout process

With live chat software, you’re always on your prospects’ disposal so they feel more appreciated and are more likely to trust you and buy from you.

That’s also what makes this communication channel so beneficial for your brand.

In addition, the chat invitation option enables live chat agents to actively engage website visitors by prompting them to start live chat conversations in critical moments.

With proactive communication and engagement, live chat agents are able to offer help, suggest products and reduce e-commerce cart abandonment. That’s why live chat solutions for businesses are fantastic tools for cross-selling and upselling.

And you’re aware that customer experience directly influences your conversion rates, aren’t you?

So, who wouldn’t want to increase sales?!

4. Live chat facilitates personalized customer experience

Now, more than ever, customers want a personalized experience.

91% of customers say they want to shop from brands that provide personalized offers, while 80% of customers are more likely to shop from a brand if they offer a personalized experience.

Customers want offers that are tailored to their previous purchases, local currency options that are available in their country, and much more. 

There are many ways to personalize the experience for your customers, one of which is your live chat software.

When a customer starts a live chat session, your live chat agent can address them by name. They can also look up their previous chat history or purchases and use this information to provide a better experience. 

In short, live chat lets you provide one-on-one help to your customers, making them feel more valued.

5. Live chat allows you to gather valuable information

Live chat tool allows you to learn more about your customers and their needs.

For example, if you were to receive hundreds of inquiries about a specific product, this would tell you that there is a high interest in that product and that you are not providing detailed enough information about it on your website.

Or maybe your customers reach out to you to tell you that they’re having trouble using your website on their mobile device. From their feedback, you would learn that you need to update your design to better suit your mobile users.

The more information you can gather from your customers, the better decisions you can make. With more data, you can: 

  • figure out which products are the most popular,
  • what common issues your customers are having, 
  • what is the most popular time customers are browsing your site, 
  • and the types of people who are buying your products. 

Live chat agents can record all this information and pass it on to the relevant departments, who can then analyze the data and implement the necessary changes.

6. Your competitors are using live chat

Finally, if you’re still not convinced that you need the best live chat software for your website you can get, here’s one more reason to consider – your competitors are most likely already using it.

This is evidenced by the fact that the live chat software market is expected to grow to $997 million by 2023, up from $590 million in 2016.

If you’re not using live chat software and your direct competitors are, they are reaping all the benefits mentioned above while you’re still missing out.

Don’t you want to be competitive on the market and outperform them?

Sure, you do.

Stop wasting your time and money, then.

Install a live chat app to keep up with your competitors if they’re already using it, or to help you pull ahead if they’re not. Either way, it’s a smart decision.

You got it. BUT, a voice in your head is screaming:

“How do I get live chat on my website?”

No idea how to set up live chat on your website?

No worries! We’ve got you covered.

How to add a live chat to a website

To integrate live chat on your website, you first need to select the best live chat software for your brand, i.e. a live chat application that provides all the features you’re looking for. Then, you usually just follow their simple installation instructions.

Typically, when you’ve chosen the app which perfectly suits your needs, the whole process is done in a few simple steps:

  1. Visit the live chat service provider’s website and sign up – you’re usually required to type in your email address and password to create an account
  2. Go to your new dashboard where you’ll be provided with a piece of live chat HTML code for the website you’ll need to embed (no coding – just copy and paste it according to given instructions)
  3. Download the live chat app and install it on your computer following on-screen guidelines
  4. Log in, customize your live chat to match your brand and you’re ready to use it.

The exact steps are NOT the same for each live chat app, but for better illustration, here’s an example of installing one of the most popular live chat tools:

Fabulous! Now you know why live chat is beneficial to your business and how to set it up.

But, you still haven’t decided which is the best live chat software for you.

What is the Best Live Chat Software for your brand [31 tools – pros & cons compared]

Fortunately, there are many great different live chat software solutions to choose from, so you can easily find the one that perfectly fits your budget and needs.

And we’re here to help you make an informed decision. Below is our selection of the best live chat software solutions hand-picked for you.

Ready to take a deeper dive into each of them?

Let’s go!

1. Zendesk chat

Pricing:

  • Lite: free
  • Team: $14 per agent/month
  • Professional: $29 per agent/month
  • Enterprise: $59 per agent/month

Key Features:

  • Talk to multiple customers at once
  • Proactive engagement with triggers
  • Canned Responses
  • Customizable Branding

Supported languages: 21 language supported

English, Arabic, Chinese (Simplified), Chinese (Traditional), Czech, Danish, Dutch, Finnish, French, German, Hebrew, Italian, Japanese, Korean, Norwegian, Polish, Portuguese, Russian, Spanish, Swedish, Turkish

Pros: Zendesk is a reasonably priced, easy to install and use platform that helps you engage with customers. It offers a variety of features such as proactive engagement with triggers and omnichannel support, so customer communication is seamless. 

Also, the free plan is great for small businesses that have one person handling sales and marketing activities.

Cons: The only downside of Zendesk is that Tracking and Analytics feature is available only on the Professional plan.

Recommended for: With a flexible plan, it’s ideal for businesses of any size, from small businesses to enterprises.

Learn more about Zendesk

Zendesk vs. Intercom full comparison

2. Tidio Live Chat

Pricing:

  • Free plan
  • Communicator Plan for $15/month for 3 agents + $10 for each additional agent
  • Chatbot Plan for $15/month

Key Features:

  • Chat with users both on your website and through Facebook Messenger
  • Use chatbots to automate conversations
  • Multi-language chat
  • Customer tracking
  • Great Mobile app

Supported Languages: There are 21 pre-translated languages (including French, German, Italian, Portuguese, Russian, Spanish, English

Pros: Great live chat solution with multilingual setup and a free plan that includes 3 agents and an unlimited number of chats. 

Another great feature of Tidio is Automation. For example, you can set up automation to greet website customers in their native language.

Tidio is available for both Android and iOS and their mobile interface is slightly better than a desktop one.

Cons: There are no major downsides.

Recommended for: Small businesses that need a free/affordable plan with the multilingual chat feature

Learn more about Tidio

3. Tawk.to

Pricing: 

Free

You can hire their live chat agents for as low as $1/hour.

Key Features:

  • Real-time customer monitoring
  • Chat triggers
  • Ticketing system
  • Customizable widget

Supported languages: 27 languages

Pros: This free tool doesn’t have any feature limitations. It’s a great choice for small businesses that are just starting out with providing customer support. 

Tawk has Notes feature that keeps a history of previous contacts with customers.

Cons: Since it’s a completely free tool, they don’t guarantee that it will work seamlessly or that you will be able to get help from their customer support team.

Recommended for: Anyone with a budget, mostly small businesses

Try Tawk for free

4. Olark

Pricing:

  • $17 per month/agent, if you pay monthly
  • $15 per month/agent, if you pay yearly
  • $12 per month/agent, if you pay every 2 years

Key Features:

  • Integrates with popular tools such as HubSpot, MailChimp, SalesForce and Google Analytics
  • Tools to manage large chat teams
  • Custom chat forms
  • Flexible PowerUps, so you only pay for the features you need
  • Chat automation

Note: To install Olark on a Shopify store, you will need to follow their Manual Installation instructions

Supported languages: 11 languages supported

English (United States), Deutsch (Deutschland), Spanish (Spain), Français (France), Italian (Italy), Dutch (Netherlands), Portuguese (Brazilian), Russian (Russia), Swedish (Sweden), Turkish (Turkey), Simplified Chinese (China)

Pros: You get a decent set of features for a reasonable price. Nice additions are seasonal themes and chat customization.

A useful feature is the ability to turn off the chat function for some geographical locations, in case you don’t want to chat with those customers, or you don’t provide multilingual support.

Cons: You need to add a credit card in order to test out the tool. Also, Olark is not available on mobile or desktop and you can only use the in-browser dashboard.

Recommended for: Businesses that want to automate chat at a very affordable price

Learn more about Olark

5. Gorgias

Pricing: 

After a 7-day free trial, the following pricing options are available:

  • Basic Plan: $60/month
  • Pro Plan: $200/month
  • Advanced Plan: $500/month

Key Features:

  • View customer support requests from multiple channels in one location
  • Perform advanced actions – like delivering refunds – straight from the live chat window
  • Provide automated support with chatbots
  • View and track customer data

Supported languages: 54 languages

Afrikaans, Albanian, Arabic, Bulgarian , Catalan, Chinese (Simplified, PRC), Chinese (Traditional, Taiwan), Croatian, Czech, Danish, Dutch, English, Estonian, Finnish, French, German, Greek, Gurarati, Hebrew, Hindi, Hungarian, Indonesian, Italian, Japanese, Kannada, Korean, Latvian, Lithuanian, Macedonian, Malayalam, Marathi, Nepali, Norwegian, Panjabi, Persian, Polish, Portuguese, Romanian, Russian, Slovak, Slovenian, Somali, Spanish, Swahili, Swedish, Tagalog, Tamil, Telugu, Turkish, Ukranian, Urdu, Vietnamese, Welsh

Pros: Georgias is specially designed for Shopify stores in mind and needs of Shopify merchants.

It gives you an ability to send canned responses and set up automation and provide omnichannel engagement.

It has a search feature and it enables you to search through past conversations

Cons: It’s a pretty pricey solution, so it’s not for everyone’s budget. 

Recommended for: Shopify stores

Learn more about Gorgias

6. Facebook Chat – Live Chat

Pricing: 

The following pricing plans are available:

  • Free plan
  • Starter plan for $4.99/month
  • Pro plan for $11.99/month
  • Advanced plan for $49.99/month

Key Features:

  • Use Facebook Messenger to interact with your customers
  • Chat triggers to initiate conversations
  • Automated welcome messages
  • Customization options

Pros: It’s easily connected to Facebook Messenger and Facebook, as well as intuitive to use and easy to install to any website 

Cons: It’s not an official Facebook app but a third-party plugin. 

Recommended for: Shopify stores

Learn more about Facebook Chat Box

7. LiveChat Inc

Pricing: 

LiveChat has a 30-day free trial after which they offer several pricing plans:

  • Starter Plan – $16/month/agent
  • Team Plan – $33/month/agent
  • Business Plan – $50/month/agent
  • Enterprise – Custom pricing

Key Features:

  • Integrates with popular tools such as HubSpot, Google Analytics, Facebook, and more
  • Live chat triggers to initiate conversations
  • Widget customization
  • Ticketing system
  • Chat histories
  • Customer tracking

Supported languages: 45 languages

Arabic, Armenian, Azeri, Bulgarian, Catalan, Simplified Chinese, Traditional Chinese, Croatian, Czech, Danish, Dutch, English, Estonian, Finnish, French, Georgian, German, Greek, Hebrew, Hungarian, Icelandic, Indonesian, Italian, Japanese, Kazakh, Korean, Latvian, Lithuanian, Malaysian, Norwegian (bokmål), Norwegian (nynorsk), Polish, Portuguese, Brazilian Portuguese, Romanian, Russian, Serbian, Slovak, Slovene, Spanish, Swedish, Thai, Turkish, Ukrainian, Vietnamese

Pros: As one of the most popular live chat solutions, Live Chat Inc has a comprehensive set of additional apps that create a perfect all-in-one tool. 

It also has numerous integration options that connect this live chat app with email marketing tools and CRMs.

Cons: The price is per seat not per number of agents.

What’s more, it’s not the best option if you want to set up and provide multilingual support.

Although their automation feature is good, it has certain limitations when it comes to customization and triggering conversations on specific pages or based on information submitted through the pre-chat form.

Recommended for:  A business of any size that has enough budget and needs a comprehensive tool with different features (helpdesk, apps…)

Learn more about LiveChat Inc

8. Pure Chat

Pricing: 

Pure Chat has the following pricing options:

  • Free plan
  • Growth plan – $49/month
  • Pro plan – $99/month

Key Features:

  • Great customization options for your chat widget
  • iOS and Android mobile apps
  • File transfers
  • Lead Capture
  • Schedule Appointments
  • Accept Payments

Supported languages: The dashboard is only available in English, but the chatbox can be translated for visitors.

Pros: The free plan includes 3 agents and unlimited chats and it’s available on both iOS and Android.

A great feature is rule-based alerts that give you the ability to set up alerts for high-value customers.

Cons: The biggest downside of Pure Chat is that you can’t send attachments and docs through chat widget, so the customers need to switch to email in order to send screenshots.

Recommended for: Small to medium businesses

Learn more about Pure Chat

9. Userlike

Pricing: 

Userlike has 5 pricing options available, including:

  • Free plan
  • Team plan for €29 per month
  • Corporate plan for €99 per month
  • Business plan for €299 per month
  • Flex plan with custom pricing

Key Features:

  • Operator groups – users can choose which department they want to talk to
  • Custom design options
  • Customer profiles
  • CRM integrations such as HubSpot, Slack, Pipedrive, and ZenDesk

Supported languages:  English, German, Dutch, Spanish, French, Italian, and Portuguese

Pros: Good chat for startups that have a small number of agents, since the free plan includes three agents. They have a good base for providing multi-language support.

Cons: Software might not be the right solution for US-based companies since the support center is based in Germany, this might not be available for the US business hours.

Recommended for: EU based companies that need a reliable tool. Userlike is German-based and they follow strict GDPR rules and policy

Learn more about Userlike

10. Smartsupp

 Pricing: 

Smartsupp has the following pricing plans available:

  • Free plan
  • Standard plan for $10/month/agent
  • Pro plan for $19/month/agent

Key Features:

  • Chat window customization options
  • Customer overview, including Location, Contact Info, and Operating System
  • Mobile apps for iOS and Android devices
  • Automatic messages

Supported languages: 11 languages are supported

Pros: Customer support software that brings great value for money. The free plan includes 3 agents and can be added to an unlimited number of websites. 

Smartsupp is a rare software that enables you to record visitors while they browse the website. 

Cons: Automation of conversations is not efficient when it comes to switching between languages. So, Smartsupp is not the best choice for multilingual support.

Recommended for: Small to medium-size businesses

Learn more about Smartsupp

11. Drift

Pricing: 

Drift has several pricing options available, depending on your needs:

  • Free plan
  • Standard plan – $50/month
  • Pro plan – $400/month, billed annually
  • Premium plan – $1,500/month, billed annually

Key Features:

  • Chatbots
  • Customer data and tracking
  • Account-based marketing
  • Integrates with popular tools such as Salesforce, Marketo, and HubSpot

Supported languages: 29 languages supported

Chinese (Simplified), Croatian, Danish, Dutch, English, Estonian, Finnish, French, Georgian, German (formal), German (informal), Hindi, Hungarian, Japanese, Korean, Icelandic, Italian, Norwegian, Polish, Portuguese (Brazil), Portuguese (Portugal), Vietnamese

Pros: Easy to add and works across multiple platforms and devices.

Offers lead generation feature and has a seamless handoff between sales and marketing. Meaning that sales can easily contact leads through chat, once they are ready to buy.

Cons: Since it’s a comprehensive tool, it might take you some time to learn how to use it

Drift vs Intercom full comparison

12. Intercom

Pricing: 

Intercom has different pricing models, based on which of their products you’re interested in. For live chat, you’ll need the Acquire package, which has the following options available:

  • The Essential package for $87/month
  • The Pro package for $153/month
  • A Premium package with custom pricing

Key Features:

  • Messaging campaigns
  • Handoff between agents
  • Live customer data
  • Chatbots

Supported languages: 39 languages supported

Arabic, Bosnian, Brazilian Portuguese, Bulgarian, Catalan, Croatian, Czech, Danish, Dutch, English, Estonian, Finnish, French, German, German (Formal), Greek, Hebrew, Hungarian, Indonesian, Italian, Japanese, Korean, Latviski,  Lithuanian, Mongolian, Norwegian, Polish, Portuguese, Romanian, Russian, Serbian, Simplified Chinese, Slovenian, Spanish, Swedish, Traditional Chinese, Turkish and Vietnamese.

Pros: Widely used software good for any industry and business size. Great Intercom features are voice and video chat and the option to send out email campaigns.

Cons: Customers often need to leave their contact information so they can start the conversation. The software itself is not bad, however in terms of speed and efficiency to provide customer service, other solutions offer better features.

Intercom vs. Zendesk full comparison

Intercom vs. Drift full comparison

13. Chatra.io

Pricing

Chatra.io has two pricing options:

  • A Free-forever plan
  • A Paid plan at $15 per month/agent

Key Features:

  • Real-time visitor list
  • Integrate with Facebook Messenger
  • Group chats
  • Chat triggers
  • Works on Windows, Mac, Android and iOS devices

Supported languages: 8 languages

English, Spanish, German, French, Dutch, Russian. The language is chosen automatically based on the customer’s browser

Pros: Excellent for e-commerce businesses and it is available on all devices. A really great feature is that the software supports multilingual websites. Paid plan unlocks automation feature, which allows you to set up complex chat triggers.

Cons: Limited integrations with other tools.

Recommended for: Small to medium businesses, since it has a free plan ideal for small business owners that can manage their customer service with one agent

Learn more about Chatra.io

14. Formilla

Pricing: 

Formilla users have 3 pricing options to choose from:

  • Free plan
  • Premium plan for $11.99/month
  • Premium Plus plan for $19.99/month

Key Features:

  • Works with Android and iOS devices
  • Real-time visitor monitoring
  • Custom chat triggers
  • File sharing
  • See when a user/agent is typing
  • Available on iOS and Android

Supported languages: Spanish, Portuguese, Italian, German, French, Polish, Chinese, and more

Pros: Live chat software with a lead generation feature that will help you generate new leads and build email subscribers using pop-up forms

Cons: The only downsides are that message notifications tent to lag for about 10-15 seconds and even though the website visitor is idle (not browsing the website) software shows them as being active.

Learn more about Formilla

15. JivoChat

Pricing

There are two pricing options to use JivoChat:

  • A Basic version, which is free
  • A Professional version, which starts at $30 per month

Key Features:

  • Mobile app
  • Group chats with multiple agents
  • Multichannel support, including email, phone and Facebook
  • Visitor tracking
  • Chat triggers

Supported languages: English. Russian. French. Italian. Japanese. Chinese. German Dutch. Belgium Dutch.

Pros: Free plan allows up to 5 agents and with $10/agent this is one of the most affordable solutions. A Zapier integration that allows you to connect it to a helpdesk software or CRM.

Cons: Additional options for customization might be a great addition

Learn more about Jivo Chat 

16. HelpOnClick

Pricing: 

HelpOnClick has two pricing plans available for their live chat app:

  • A Starter plan for $12 per month/user
  • An Advanced plan for $19 per month/user

Discounts are available if you sign up for quarterly or yearly plans, rather than monthly.

Key Features:

  • Chat window customization
  • Visitor monitoring
  • Chatbots
  • Integrate with social media accounts
  • Review chat histories at any time

Supported languages: 20 different languages including English, Arabic, Spanish, and Russian

Pros: Offers multi-language support at an affordable price and it’s available on all systems and devices.

Cons: Agent dashboard is a bit dated.

Learn more about HelpOnClick

17. Comm100

Pricing: 

Comm100 has 3 pricing options for their live chat tool:

  • Team plan for $29 per month/agent
  • Business plan for $49 per month/agent
  • Enterprise plan with custom pricing

Key Features:

  • Pre-chat surveys
  • Track customer behaviors
  • Audio and Video chat
  • Remote browser control
  • File sharing

Supported languages: English, Spanish, French, German, Simplified Chinese, Japanese, Russian, Italian, Portuguese, Dutch, Bulgarian, Turkish and Greek

Pros: The tool offers a variety of chat widget customization options. It also offers video chat and screen share with customers, as well as the ability to take notes and add additional customer information during conversations.

Cons: Pretty high cost per chat agent

Recommended for: Medium to large size businesses

Learn more about Comm100

18. Freshchat

Pricing: 

Freshchat has a 30-day trial on all of its plan. After that, the pricing options are as follows:

  • The Sprout Plan: Free
  • Blossom Plan: $15/month/team member
  • Garden Plan: $24/month/team member
  • Estate Plan: $39/month/team member
  • Forest Plan: $79/month/team member

Key Features:

  • Live chat triggers
  • Manage email campaigns
  • Chatbots
  • Visitor data
  • Helpdesk integration

Supported languages: 32 languages are supported

Recommended for: An affordable solution for small to medium-size businesses

Learn more about Freshchat

19. Zoho SalesIQ

Pricing: 

There are four pricing subscription options for Zoho SalesIQ:

  • A Free plan
  • A Basic plan for $17 per month
  • A Professional plan for $53 per month
  • An Enterprise plan for $116 per month

All plans are billed annually.

Key Features:

  • See your visitors location and footprint around your site
  • Personalized chat window
  • Automatic chat translations
  • Screen sharing
  • Chat triggers

Supported languages: French, German, Turkish, Russian, Japanese, Portuguese, Chinese, Spanish, Danish, Greek, Hungarian, Italian, Dutch, Polish, Swedish, Vietnamese, Brazilian Portuguese

Pros: Customer support, sales intelligence, and sales management app all in one with seamless integration with Zoho CRM are what you can get if you choose this tool.

Cons: Free version locks out many of the software features and the subscription options might be pricey for the long run.

Learn more about Zoho SalesIQ

20. HelpCrunch

Pricing

HelpCrunch has two pricing options and an additional Enterprise plan:

  • A Standard plan for $15 per month/agent
  • A Premium plan for $25 per month/agent
  • An Enterprise plan with custom pricing

Discounts are available if you switch to an Annual plan instead of Monthly.

Key Features:

  • Pre-chat forms
  • Integrated Help Desk
  • Widget Customization
  • Online status indicator
  • Visitor data and tracking

Supported languages: English, Dutch, French, German, Italian, Polish, Portuguese, Russian, Spanish, Ukrainian

Pros: Ability to create granular segments and automate emails

Cons: Nothing major 

Recommended for: Businesses of any size that have a budget and resources for paid software

Learn more about HelpCrunch.

21. Crisp

Pricing: 

Crisp has three pricing plans available:

  • Free plan
  • Pro plan for $25/website/month
  • Premium plan for $95/website/month

Key Features:

  • Chatbot that you can build for website or social media (Facebook Messenger and Twitter)
  • Canned responses
  • Voice & video call
  • Shared browsing
  • Chat triggers
  • GIFs and video messaging
  • Keep users entertained with CrispyBird – a game for when you’re offline

Supported languages: Crisp supports over 50 languages

Pros: Nice software for businesses that want to provide multilingual support, but don’t have resources to hire multilingual customer support agents

LiveTranslate feature translates live conversations. This feature enables you to respond to your customers in your native language and the message would be automatically translated to customers native language.

Cons: Message history of the free plan is only 30 days.

Recommended for: Freelancers, mid-size businesses, small businesses

Learn more about Crisp

22. ProProfs Chat

Pricing: 

ProProfs has numerous pricing models available:

  • Free plan
  • Bronze plan – $9 per month
  • Silver plan – $19 per month
  • Gold plan – $39 per month
  • Enterprise plan – $199 per month

Discounts are available if you go with annual billing.

Key Features:

  • Proactive chat triggers
  • Co-browsing feature
  • Pre-chat surveys
  • Chat transcripts

Supported languages: English, Chinese (Simplified), French, German, Portuguese, Spanish

Pros: Multilingual knowledge base

Cons: No major downsides

Learn more about ProProfs

23. Acquire.io

Pricing:  

Acquire.io only has two pricing options available:

  • Team plan – $50 per month/agent
  • Enterprise plan with custom pricing

Key Features:

  • Proactive chat based on customer behavior
  • Modern user interface
  • Customizable chat widget
  • Group messages

Supported languages: English

Pros: This is one of the rare live chat software that offers Video and Voice calls and instant file sharing.

Cons: Pricey software without multilingual support is not great.

Learn more about Acquire.io

24. REVE Chat

Pricing: 

There are three pricing plans available:

  • A Standard plan for $13.50 per month/agent
  • An Advanced plan for $22.50 per month/agent
  • An Enterprise plan for $45 per month/agent

There are also discounts if you go with annual billing.

Key Features:

  • Co-browsing
  • Video and voice calls
  • Multi-channel support
  • Screen sharing

Supported languages: English, Arabic, Chinese (Simplified), French, Japanese, Korean, Portuguese, Russian, Spanish, Turkish

Pros: REVE Chat offers video and voice chat and a variety of integrations with Shopify, Magento, and other e-commerce platforms. An interesting feature is the ability to chat with customers through Viber.

Cons: It doesn’t have a ticketing system.

Learn more about REVE chat

25. Podium

Pricing: 

Podium offers custom pricing option only. (Follow the link for more information.)

Key Features:

  • Multi-channel support
  • Mobile and desktop apps
  • File transfers
  • Auto responses

Learn more about Podium

26. ChatNox

 Pricing: 

ChatNox has three pricing options available:

  • Free plan
  • Standard plan for $9.99 per month
  • Premium plan for $19.99 per month

All plans are paid annually.

Key Features:

  • Easy to use interface
  • Real-time visitor tracking
  • Customizable chat widget
  • Chat triggers
  • Android and iOS apps

Learn more about ChatNox

27. Customerly

Pricing: 

Four pricing plans exist if you’d like to use Customerly:

  • Basic plan – Free
  • Startup plan – $24 per month
  • Pro plan – $79 per month
  • Enterprise plan – starting at $129 per month

Key Features:

  • Intuitive dashboard
  • Customizable chat widget
  • Chat triggers
  • Typing previews
  • Group chats
  • Multi-language support

Supported languages: Spanish, French, Italian, German, Romanian, Greek & Catalan

Learn more about Customerly

28. SnapEngage

Pricing: 

SnapEngage offers three pricing plans, all billed annually:

  • Essentials plan: Starting at $16 per month/user
  • Professional plan – Starting at $26 per month/user
  • Enterprise plan – Starting at $40 per month/user

Key Features:

  • Omnichannel support, including SMS, Twitter, and Facebook Messenger
  • Chat triggers
  • Integrates with popular CRMs such as Salesforce, HubSpot and ZenDesk
  • Comprehensive reporting and analytics

Supported languages: English, Spanish, Portuguese, German and French

Pros: Co-browsing feature

Cons: Pricey option; doesn’t offer a ticketing system

Learn more about SnapEngage

29. HappyFox Chat

Pricing: 

There are three pricing plans available with HappyFox Chat:

  • Mighty plan – $39.99 per month/agent
  • Fantastic plan – $59.99 per month/agent
  • Enterprise plan – $114 per month/agent

Discounts are available if you go with annual billing.

Key Features:

  • Chat triggers
  • Canned responses
  • Unlimited concurrent chats
  • Widget customization options
  • Mobile apps for Android and iOS devices

Supported languages: 35 languages are supported

Pros: Great live chat software for WooCommerce

Cons: A pricey solution, not very good for multi-language support

Recommended for: WooCommerce and Shopify stores

Learn more about HappyFox

30. BirdEye

Pricing

BirdEye provides custom pricing. For more information, you can request a quote

Key Features:

  • Chat customization options
  • Chat notifications
  • Integrates well with their other lead generation products
  • Choose which pages to display live chat feature

Recommended for: Small businesses

Learn more about BirdEye

31. Combidesk

Pricing: 

$5 per month. External charges may apply. You can learn more about Combidesk pricing here

Key Features:

  • Live visitor monitoring
  • Chat widget customization
  • Integrate Shopify data into your dashboard

Answer customers either through a desktop or mobile device.

Recommended for: Shopify stores

Learn more about Combidesk

Ready to pick the Best Live Chat Software for your business?

It’s decision time.

Now you’re equipped with all the detailed insights into the best live chat apps on the market today, which solution do you find the most suitable for your brand?

Still not sure? No problem!

We’re glad to help you make the big decision. What’s more, we can show you how your business can benefit immensely from outsourcing customer service.

Our help is a few clicks away, so don’t hesitate to schedule a free consultation with us now.

Disclaimer: This post contains affiliate links to products. We may receive a commission for purchases made through these links.

Digital Marketing Manager @LTVplus Actively participating in the digital marketing world for more than 5 years. Currently making sure that our website content is up-to-date and our blog is filled with actionable tips and advice for online retail businesses. Very passionate about dogs, topics on spirituality and Unicorns.

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2 thoughts on “Best Live Chat Software 2019: The Ultimate Collection of 30+ Tools [Pros and Cons]”

  1. Hi!
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