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Live chat software allows you to add chat widgets to your website so you can communicate with customers and prospects in real-time. The best live chat solutions can be live-chat-specific software, help desk platforms that connect customers with live agents, as well as CRMs with chat capabilities. To help you choose the best software for you, we reviewed dozens of options and ranked the best live chat software and their primary use cases.
Here are the top live chat software for customer service and lead generation:
Live chat can be used for lead capture on a lead generation website or for customer service. To determine the best, we looked at both live chat software as well as help desk and CRM solutions offering live chat functionality. We scored each top option on six specific categories, using key subcriteria to assign each option an overall score out of five. Also identified were primary use cases for each of the best choices.
The three most important categories to choosing a live chat option are pricing, features, and ease-of-use. Also included in our scoring was customer service and a roundup of user scores across the Internet.
How much does each solution cost and are there free tools available?
How do the core features stack up against the competition? This includes third-party compatibility, social media integration, lead scoring and automation.
How user-friendly is the interface? Is it easy for novice users to navigate, or does it require some familiarity with next-gen software?
Finally, our expert score determines the overall value, usefulness and popularity of each solution.
Does the solution go beyond the basic webchat format with support for voice (VoIP) or video chat? How intelligent are their AI-driven chatbots?
The presence of customizable reports, analytics and dashboards can go a long way in setting one solution apart from the competition.
Note: All per-user prices are with a one-year commitment unless noted.
Overall, we found HubSpot CRM to not only be the best overall live chat option, but also the best free sales software option for those on a budget or looking to try before they buy. Check out our analysis for each of our top options below, including the use cases for each.
Modern consumers want instant gratification. If their messages are left unanswered for too long, most will quickly find another company to meet their needs. The best live chat software makes it easy to connect with customers as well as serve as a lead generation software tool, while some of the more advanced options let you use AI-powered chatbots to provide round-the-clock service.
Sam is a former SaaS sales rep turned freelance writer. He spent his career selling real estate technology to C-suite executives before switching over to blogging, where he now covers sales, marketing, and small business topics. Sam specializes in lead generation, lead nurturing, and deal closing articles for Selling Signals. When he’s not researching the latest sales trends, he’s either penning short stories, hiking, or reading in NYC’s Washington Square Park.
Selling Signals delivers actionable advice for sales and marketing professionals. Learn strategies that help you hit targets, strengthen customer relationships, and win more business. Get expert advice on lead generation, sales processes, CRM software, sales management, and account management directly to your inbox.
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