Live chat is a crucial support channel for omnichannel contact centers, allowing customers to access chat-based support from a website, a mobile application, or a self-service portal.
Here are some of the top live chat applications in the market today.
1. LiveChat
LiveChat is an online customer support application featuring chat, helpdesk, and web analytics functionalities. It was initially introduced in 2002. The platform comprises two main components: a website chat widget and the agent application, which agents can use to respond to client inquiries. It also includes real-time website traffic monitoring, an integrated ticketing system, and data on agent productivity.
2. LiveAgent
LiveAgent was one of the first systems on the market to provide live chat and help desk capabilities, founded in 2006. A sleek live chat widget improves engagement and simplifies the purchasing process. Companies may also offer customized real-time help and encourage clients to chat depending on their location, time spent on a website, and pages viewed. It also includes a built-in CRM, automatic chat routing, cloud phone support, ticketing software, and video calls to support end-to-end contact center capabilities.
3. Salesforce Live Agent
Salesforce offers software and applications for customer relationship management (CRM), focusing on sales, marketing automation, customer support, analytics, and application development. The company’s Live Agent chat software is a web application that enables web-based consumer interactions. With Service Cloud’s live chat platform, contact centers may have agents available to talk around the clock or shift to a chatbot. In addition, administrators may monitor their queues, distribute workloads, access analytics, and use instant chat sessions.
4. 3CX Live Chat
With 3CX’s freemium live chat service, website, and Facebook page, visitors may initiate a phone call to start a more thorough explanation. The agent may share the query history of a customer with other team members for speedier problem resolution. In addition to live chat and audio, you can manage your Facebook and SMS messages using the same interface. Visitors may choose which department to contact immediately, and the application is available in hosted or self-managed options.
5. LiveHelpNow
LiveHelpNow is a help desk software solution for live chat and customer support. LiveHelpNow’s live chat service interacts with website visitors to collect consumer feedback, offer tailored messages, and make relevant suggestions. It also enables email and ticket management, knowledge base management, and more. With real-time visitor tracking, individual customer information streams, and social media analytics, the live chat components of the program provide users insights into consumer behavior and intent.
6. Avochato
Avochato is a cloud-based text/SMS messaging and live chat service for sales, support, and marketing teams that enables users to send, collect, monitor, and collaborate on customer communications. Additionally, a manager may utilize the system to handle interactions between field agents and remote employees. It offers individualized phone numbers for sending and receiving messages, enabling users to interact from their mobile devices without disclosing their phone numbers. Further, integrations with Salesforce, Desk.com, and Slack allow users to communicate with clients from inside other apps.
7. Zendesk Live Chat
By creating a centralized Agent Workspace, Zendesk allows support teams to manage customer interactions across multiple channels. Using automatic triggers, Agents may contact clients at the precise time they want assistance, even before they’ve posed their query. Live chat analytics give organizations the quantifiable data they need on customer happiness and agent performance, facilitating continual improvement.
8. Quiq Messaging
Quiq allows businesses to connect using the live messaging channels their customers already use, including SMS/text, Facebook Messenger, Kik, and web-based chat. One centralized platform makes it simple for customer support agents to manage all incoming communications. Using asynchronous messaging to handle several questions concurrently, Quiq enables businesses to address customer issues better. The adaptive response timeline of Quiq automatically prioritizes the most critical messages and guarantees that agents always manage client conversations at the same pace as consumer demands and expectations.
9. HelpOnClick Live Chat
HelpOnClick’s solution is an effective option for small and medium-sized organizations. Features such as monitoring traffic in real-time and speaking with customers are available immediately upon installation. HelpOnClick may also be incorporated into any website. Additionally, administrators may simultaneously apply various settings and layouts to different websites. HelpOnClick offers native programs for iOS and Android smartphones, chat for Facebook pages, and virtual assistants.
10. Zoho Desk
Zoho Desk is a cloud-based helpdesk platform that assists organizations of all sizes in managing customer support through chat and other channels. The agent may use workflow rules to automate tasks such as ticket assignment, notification rules, service escalations, and time-based actions. The system delivers configurable and scheduled reports, satisfaction ratings, and a visual dashboard to assess customer satisfaction.
Is live chat the right channel for your operation? Find out by reading our article: How to Identify Efficient and Effective CX Channels
