Finding software can be overwhelming. Software Advice has helped thousands of companies choose the right live chat software to improve customer service and reduce support costs.

Showing 1-20 of 98 products

HubSpot CRM

With its cloud-based, customer relationship management platform, HubSpot helps companies of all sizes track and nurture leads and analyze business metrics. HubSpot is suitable for any B2B or B2C business in a variety of segments, including... Read more

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Recent recommendations: 338 recommendations

Platforms: MacWinLinux
Deployments: Cloud, On premise
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amoCRM

AmoCRM is a cloud-based customer relationship management solution that helps users manage the sales pipeline. Users can receive feedback and reports about the performance of salespersons. The solution offers lead scoring and nurturing,... Read more

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Recent recommendations: 84 recommendations

Platforms: MacWinLinux
Deployments: Cloud, On premise
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Shape

Shape's cloud-based solution offers tools designed to manage online marketing and promotions, capture leads from online sources, organize sales pipelines, connect with customers and automate everyday tasks. Shape is suitable for businesses... Read more

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Recent recommendations: 23 recommendations

Platforms: MacWinLinux
Deployments: Cloud, On premise
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TeamSupport

TeamSupport is a B2B customer support software that helps teams collaborate together by eliminating miscommunications, improving customer communication and swiftly addressing client issues. TeamSupport has several key features that... Read more

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Recent recommendations: 12 recommendations

Platforms: MacWinLinux
Deployments: Cloud, On premise
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Zendesk

ZenDesk is one of the most popular, most flexible CRM platforms on the market. It's flexibility comes from the wide selection of add-on applications, such as Zopim Chat, one that adds full-featured live chat to a company website. Read more

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Recent recommendations: 9 recommendations

Platforms: MacWinLinux
Deployments: Cloud, On premise
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Salesforce.com Service Cloud

Service Cloud from SalesForce is a cloud-based customer service management solution that is designed to initiate customer service activities from anywhere. Built on the Salesforce1 Platform, Service Cloud works to centralize and optimize... Read more

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Recent recommendations: 7 recommendations

Platforms: MacWinLinux
Deployments: Cloud, On premise
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Chime

Chime is a marketing and customer relationship management (CRM) suite designed for small and midsize real estate businesses. Chime provides team management features, lead and customer management and content management. Chime sends... Read more

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Recent recommendations: 6 recommendations

Platforms: MacWinLinux
Deployments: Cloud, On premise
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Reamaze

Reamaze is a cloud-based help desk and customer messaging solution that helps businesses support, engage and convert customers using a single app. It’s suitable for businesses across industries such as higher education, retail, food... Read more

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Recent recommendations: 6 recommendations

Platforms: MacWinLinux
Deployments: Cloud, On premise
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Wix Answers

Wix Answers is a cloud-based customer support solution that equips businesses with all service tools in one place. With integrated multi-channel ticketing, a knowledge base, call center and live chat software, you can use all Wix Answers... Read more

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Recent recommendations: 5 recommendations

Platforms: MacWinLinux
Deployments: Cloud, On premise
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JivoChat

JivoChat is a business communication tool for e-commerce companies. It offers live chat, emails, calls and Facebook messaging in one omnichannel app. Users can implement live chat on their website, provide chat support to clients... Read more

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Recent recommendations: 4 recommendations

Platforms: MacWinLinux
Deployments: Cloud, On premise
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Logicbox

Logicbox is cloud-based business management software that is suitable for small to midsize companies in a variety of industries. It offers a suite of business management modules and functions that can be configured to incorporate... Read more

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Recent recommendations: 3 recommendations

Platforms: MacWinLinux
Deployments: Cloud, On premise
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PhaseWare Tracker

PhaseWare Tracker is a customer support and help desk solution. It automatically notifies users whenever clients report or escalate existing issues. Flexible deployment options include on-premise installation and a cloud-based option. Applications... Read more

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Recent recommendations: 2 recommendations

Platforms: MacWinLinux
Deployments: Cloud, On premise
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SalesRabbit

SalesRabbit is a cloud-based sales enablement and customer relationship management software designed to help outside sales teams manage sales in the field.  The software and mobile app include a suite of features for each level of... Read more

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Recent recommendations: 1 recommendations

Platforms: MacWinLinux
Deployments: Cloud, On premise
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Oracle Sales Cloud

Oracle Sales Cloud is a sales management application under Oracle’s umbrella of hosted customer experience (CX) products. An emphasis on modern interface design, simplified cloud-based implementation and a highly functional native... Read more

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Recent recommendations: 1 recommendations

Platforms: MacWinLinux
Deployments: Cloud, On premise
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NICE inContact Hosted Call Center

NICE inContact is a SaaS-based call center software that helps businesses to maximizes the quality of leads and minimizes the cost of client interaction. The solution comprises of many features required to process inbound support requests... Read more

Platforms: MacWinLinux
Deployments: Cloud, On premise
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Spotio

Spotio is a cloud-based sales tracking solution designed to assist businesses with lead capturing, resource tracking and sales pipeline management and more. The solution is suitable for businesses that require door-to-door canvassing... Read more

Platforms: MacWinLinux
Deployments: Cloud, On premise
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LiveEngage

LiveEngage is a digital engagement platform that helps businesses to connect with customers and manage their website. It caters to different industries such as banking, IT, retail and telecommunications. Key features include mobile... Read more

Platforms: MacWinLinux
Deployments: Cloud, On premise
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ICE

ICE, also known as Integrated Customer Engagement, is a customer engagement platform created by Enterprise Technology Solutions. It is primarily a live chat application featuring browser-based chat and email communication platform,... Read more

Platforms: MacWinLinux
Deployments: Cloud, On premise
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WebsiteAlive

WebsiteAlive is a cloud-based live chat solution that allows agents to communicate with their customers through chat. The solution caters to various industries such as government, hospitality, sports, entertainment and real estate. WebsiteAlive... Read more

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Platforms: MacWinLinux
Deployments: Cloud, On premise
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Velaro Live Chat

Velaro Live Chat is a cloud-based live chat solution that helps businesses to provide real-time support on their websites and manage communications and engagements with the customers. The solution caters to small and midsize businesses... Read more

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Platforms: MacWinLinux
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Buyer's guide


Last Updated: April 18, 2019

Live chat software allows companies to have real-time conversations with website visitors. It is by many measures one of the most effective tools for improving customer service, and can help to increase online sales and encourage repeat business by giving customers exactly what they want. It can be used for both pre- and post-sales service and, to top it all off, can help businesses save on the costs of providing support through other channels, such as phone and email.

We’ve prepared the following software guide to answer the most common and important questions that come up when businesses consider implementing a new (or replacement) live chat platform. The guide covers:

Here’s what we’ll cover:

What Is Live Chat Software?
Common Features of Live Chat Software
Strategy Tips for Live Chat Implementation
What Type of Buyer Are You?

What Is Live Chat Software?

Live chat is a communication channel that lets customers and businesses converse in real-time directly on a company’s website. It usually appears as a small box or window on the page; a live chat conversation can be initiated by the customer, the company or both, depending on how it’s configured.

Live chat software can be deployed either on-premise (hosted on the company’s own servers) or from the cloud (hosted on the vendor’s or service provider’s servers), typically under a Software-as-a-Service (SaaS) model. On-premise installations are becoming less common, and are generally used when a company needs a high degree of customization or integration with other on-premise software platforms. The SaaS deployment option is growing in popularity, and is the more common choice for companies that want to add live chat to their websites quickly and easily.

In both deployment models and in most cases, the live chat function is added to a Web page simply by inserting a line or two of code, provided by the live chat vendor, into the page’s HTML. This code tells a visitor’s Web browser to display the live chat box or window whenever a certain page is visited or certain conditions are met.

Live chat is a highly flexible service channel, which is part of what has made it so successful. One-size-fits-all solutions are rarely ideal in the world of customer