Optimize the website and boost sales with five best Live Chat software for business.

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What is Live Chat?

Live Chat is instant messaging software that provides live assistance to customer's website. Thanks to it, support personnel can make themselves available through chat sessions, responding customers' queries immediately. You can integrate Live Chat to all pages on your website or just “Buy now” page to solve out customers' problems. There are dozens of Live Chat software out there. But you won't be confused, just by taking a look on the review of five best Live Chat software I've tested.

How does a Live Chat system work?

Normally, a Live Chat system includes two parts:
  • The chat window integrated to your website: Where you click on to chat
  • The operator console: The interface that customer support personnel uses to accept Live Chat invites and manage detailed real–time information about visitors to your website: Countries customers come from, ISP, web browser, operation and more.

Live Chat software's criteria

  • iPhone support.
  • Fast chat speed.
  • Stable quality.
  • Flexible customization.
  • High–quality customer service.
  • Reasonable pricing.

Testing process

I tested products in two ways:
  • Chat directly with services' supporters, using their products.
  • Use their trial version. Normally, I downloaded their software to install the operator control and get the embedded code to create a chat window on a testing HTML web page (By saving the embedded code in a notepad file in .html type).

The Live Chat software review

PROs and CONs

Software Olark BoldChat Live Person LiveChat LiveHelpNow
PROs
Reasonable pricing
A function named ActiveAssist allows you to access remote PCs
Fast chat speed
Reliable
Full features set
CONs
No file transfer or desktop remote control function
Slow chat speed
Expensive
No file transfer or desktop remote control function
Complex mobile set up in the back end

Detailed reviews

Olark – Simplifying your Live Chat solution

  • Who should use? Small, medium sites and bloggers. Their customers: Zappos, SurveyGizmo, 99designs, ect.
  • Chat speed: Fast.
  • Iphone support: Yes and it costs you $9.99 (Details), or you can use Meeboo whisch has free Iphone app. (Details)
  • Pricing: Affordable. From $15 to $149/month depending on the operator amount and package features. (Details)
Olark has successfully proved that Live Chat using can not be more enjoyable. Besides beautiful design and super-simple functionality, it also let you proactively chat with your visitors by popular IM software like Pidgin, GTalk, Meeboo and so on. Additionally, their support team does a great job: They sent me a personal email when I signed up and express how much they want to help me. And yes, they assisted me professionally.

However, the simplicity is also a disadvantage of Olark. There are no file transfer or desktop remote control to access remote computers – How can we help customers visually if they have problems?

Boldchat – Comprehensive features

  • Who should use? Small and medium sites. Their customers: NBTY, NetApp, Oneida, etc.
  • Chat speed: Slow.
  • Iphone support: it costs you $9.99 (Details)
  • Pricing: Quite expensive. From $29 – $199/month/operator. Additional operator: From $29 – $199/month. (Details)
The first thing of Boldchat I saw was bad–looking designs. Luckily, it gives you quite comprehensive functions that might satisfy your needs: ActiveAssit allows supporters access remote computers (Even though it runs slowly on my computer!). Besides, BoldChat supplies you with software to monitor Live Chat statistic. Another advantage is their clear and detailed report so you can easily manage Chat, ActiveAssist, Visitors or conversation.

Something I don't like - I don't appreciate their 24/7 support much since they don't read and answer my questions carefully.

LivePerson – A market leader in live online customer engagement

  • Who should use?: Medium and large business. Their customers: IBM, Bell, Hoovers, ect.
  • Chat speed: Fast.
  • Iphone support: Free. (Details)
  • Pricing: Expensive. From $99/operator/month. Additional operator: From $99. This information is not published on their website encourage customers to chat directly with them, experiencing their product and service.
Popular – This is my first impression of Live Person. With more 8,500 customers, it is widely used across the world. Yes, I get the first and foremost reason: The software runs impressively fast and stable. What's more? Once using LivePerson, you can access their additional services such as training or product upgrade free. Their support team is available 24/7, always ready to answer all your questions.

Even though, I don't recommend LivePerson since it offer you availability to poor designs. Besides, supporters used too many pre–defined answers when chatting with me so it seemed like I was chatting with a robot, not a person.

LiveChat – A elegant and reliable Live Chat

  • Who should use?: Medium and large business. Their customers: Kaspersky Lab, Unicef, Mazda, etc.
  • Chat speed: Fast.
  • Iphone support: Free. (Details)
  • Pricing: Quite expensive. From $36 – $249/ month (depends on the operators' amount). They offer fixed packages and adding more operator costs you from $36. (Details)
I experienced a comfortable feeling with Live Chat. Its chat window is not only simple and elegant, but it is also easy–to–be–customized with available tools. You can even integrate Twitter button, Goolge Analytics and Skype to it. Moreover, they offer us a clear report with colorful graphs. LiveChat keeps up with their slogan: “Human touch added to your site” when their supporters responded to my queries carefully, in a non-robotic manner and very fast.

What are the disadvantages? There is no file transfer or desktop remote control function. This limits the customer support as I mentioned above.

LiveHelpNow – Gold award of Top Ten Live Chat reviews in 2011

  • Who should use?: Small business. Their customers: Buckner Law Corp, Delta Force Security, JIC, etc
  • Chat speed: Fast
  • Iphone support: Free (Details)
  • Pricing: Cheap. $9/ month per operator. Additional operator: $9 (Details)
The winner of software of Top ten Live Chat review in 2011 offers you full–features–set software at amazingly cheap pricing. Interestingly, you are free to pick up the most suitable design from various available resources. One advantage LiveHelpNow over other competitors is that it is easy to navigate and switch between System Panel and Operator Manger of Operator Panel, so you can set up your chat system and track your customers in the wink of an eye. But when coming to details, it is not easy to use it: Configure mobile support for those who are not living in USA and Canada for example.

The thing that disappointed me most was that the supporter was impatient and even rude.

The bottom line

Besides software above, there are other nice Live Chat software such as Banckle Chat, Live2Support, ClickDesk, etc.

Paying a certain amount per month, investing a lot in human resource and so on, embracing Live Chat effectively is not just simple. However, it benefits your online business while helping strengthen human–to–human communication, boost sales and increase ROI. So if you really want to take your business to a whole new level, please don't hesitate to use it.

Do you want to share any thoughts and experience on using Live Chat? If yes, do it by leaving your comments below.

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An online marketer at www.JoomlaShine.com. I write blog posts about Joomla-related stuff with the hope that they are useful for you in web design process.

Comments

  • Marco Poet
    Marco Poet Saturday, 03 September 2011

    Great idea to boost the business and I also liked the live chat software.

  • Marco Poet
    Marco Poet Tuesday, 06 September 2011

    Hi joomla CMS,

    Have you picked up any LiveChat software for your website - http://www.joomladesignservices.com/ yet? :-)

  • Marco Poet
    Marco Poet Wednesday, 07 September 2011

    Hey, here is a great new live chat software called Chatwing check it out here www.chatwing.com It has some real unique features not seen in chat like facebook and twitter login and sharing features direct from the chat

  • Marco Poet
    Marco Poet Thursday, 08 September 2011

    Will be looking into this to add to our business model.

  • Marco Poet
    Marco Poet Thursday, 08 September 2011

    @Rekoyan: We've tweeted about your software ->http://twitter.com/joomlashine

    @Real Estate Agents in West Island: Yes, and we hope that you will get your desired result.

    Reply Cancel
  • Marco Poet
    Marco Poet Friday, 16 September 2011

    Thank you for the information but more clarification is software.........

  • huyennt
    huyennt Friday, 16 September 2011

    Hi seher.gull,

    Thank you for your comment.

    I am not clear about your comment. Could you please explain it a little bit more?

  • Marco Poet
    Marco Poet Wednesday, 21 September 2011

    Persönlich oder per e-mail? Ich würde es mir nicht nehmen lassen das Interview persönlich face-to-face zu machen.

  • huyennt
    huyennt Thursday, 22 September 2011

    @flash watch:
    It's chatting. Yes, a face-to-face meeting is good. Live Chat is suitable if you can not get a face-to-face meeting (a long distance for example).

    >>>>>----- Translated from English to German by Google Translate -----

  • Marco Poet
    Marco Poet Thursday, 22 September 2011

    In diese Liste über Live Chat Software sollte auch der NewElements DynamicChat berücksichtigt werden. http://www.newelements.de

    Reply Cancel
  • Marco Poet
    Marco Poet Tuesday, 01 November 2011

    Persönlich oder per e-mail? Ich würde es mir nicht nehmen lassen das Interview persönlich face-to-face zu machen.

  • huyennt
    huyennt Tuesday, 01 November 2011

    Es ist im Chat. Ja, ist eine face-to-face-Treffen gut. Live Chat ist geeignet, wenn Sie nicht bekommen kann eine Face-to-face-Treffen (eine lange Strecke zum Beispiel).

  • Marco Poet
    Marco Poet Thursday, 19 January 2012

    Joomla for shop is good script. I love joomla! I LOVE IT!

    Reply Cancel
  • huyennt
    huyennt Tuesday, 01 November 2011

    Translated from English to German by Google Translate -> Es ist im Chat. Ja, ist eine face-to-face-Treffen gut. Live Chat ist geeignet, wenn Sie nicht bekommen kann eine Face-to-face-Treffen (eine lange Strecke zum Beispiel).

  • Marco Poet
    Marco Poet Tuesday, 29 November 2011

    I dont really think a lot of people use live chat, I always call a number of a website, rather than live chat, its a lot easier to speak to some one, than live chat, any once else agree ?

    Reply Cancel
  • Marco Poet
    Marco Poet Monday, 16 January 2012

    Hello, can I use joomla to make print shop ?

  • huyennt
    huyennt Thursday, 19 January 2012

    Live Chat is for cases which you can not speak face-to-face to your customers :-)

  • huyennt
    huyennt Thursday, 19 January 2012

    Hi guy,

    Yes, you can use Joomla to make an online print shop.

  • huyennt
    huyennt Thursday, 19 January 2012

    In my opinion, there are 6 extensions necessary for Joomla websites. You can have a look at it to create a nice print shop website -> http://www.joomlashine.com/blog/entry/six-free-must-have-joomla-extensions-have-you-installed-them-all.html

  • Marco Poet
    Marco Poet Wednesday, 28 March 2012

    Initially i tried many chat software available in the market but finally came to Live2Support. I decided to use Live2support because Live2support gives all required features at the lowest price. SSL security, 24/7 technical support and solve any problem immedietly. http://www.live2support.com

  • Marco Poet
    Marco Poet Wednesday, 28 March 2012

    Initially i tried many chat software available in the market but finally came to Live2Support. I decided to use Live2support because Live2support gives all required features at the lowest price. SSL security, 24/7 technical support and solve any problem immedietly. http://www.live2support.com

    Reply Cancel
  • Marco Poet
    Marco Poet Friday, 30 March 2012

    there is a great new live chat software called Chatwing check it out here www.chatwing.com It has some real unique features not seen in chat like facebook and twitter login and sharing features direct from the chat

    Reply Cancel
  • huyennt
    huyennt Saturday, 31 March 2012

    Thank you for your contribution!

  • Marco Poet
    Marco Poet Friday, 11 May 2012

    Hey, if you're looking for a free solution you should check Denise Systems software. We've got a free edition Live Chat, which offers for example audio & video chat. Here you can find more information: www.denisesystems.com/index.php/menu/products/live_chat :)

    Reply Cancel
  • huyennt
    huyennt Saturday, 12 May 2012

    Thanks Peter for your comment. Denise Systems seems to be good :-)

  • Marco Poet
    Marco Poet Thursday, 17 May 2012

    I think you guys should take a look at ClickDesk, way better than apps mentioned here.

  • huyennt
    huyennt Friday, 18 May 2012

    Thank you for your comment, Jonathan :-)

  • Marco Poet
    Marco Poet Thursday, 17 May 2012

    Nice work huyennt, lovely list. I know a lot of the founders of the services and all of them are great guys, I've consulted for them. If I were to make a humble suggestion, I would like to recommend ClickDesk ( http://www.clickdesk.com/ ) another beautiful app, do take a look. Excellent article and Cheers!

  • huyennt
    huyennt Friday, 18 May 2012

    Hi Simon and Jonathan,

    Which features of ClickDesk you guys like most?

  • Marco Poet
    Marco Poet Friday, 18 May 2012

    Hi Huyennt,

    I love their pro active chat feature. I think they are the only player to offer integrated phone option, where a customer can directly call from the chat interface.

  • huyennt
    huyennt Saturday, 19 May 2012

    It sounds great, Simon!

  • Marco Poet
    Marco Poet Tuesday, 19 June 2012

    Been using LiveChat from www.livechatinc.com - made a sale for $400 on the first day!

  • huyennt
    huyennt Wednesday, 20 June 2012

    Hi Matthew,

    A great news!! How about the next days? I hope that they are good, too :-)

  • Marco Poet
    Marco Poet Monday, 13 August 2012

    Hey would any one have any recommendation of good live chat software for a games website?

  • huyennt
    huyennt Monday, 13 August 2012

    5 software above are good. For example Olark or LiveChat :)

  • Marco Poet
    Marco Poet Tuesday, 28 August 2012

    In my mind, live chat software is one of the most important tools for boosting the sales of all types of businesses, be it small or big. It also helps in ensuring a better quality of provide customer care service.

    Reply Cancel
  • Marco Poet
    Marco Poet Friday, 05 October 2012

    Web Chat Software is a powerful tool that helps you talk to your website visitors and convert them into customers.According to a survey 23 percent of the e-commerce sites surveyed said that of those customers that engaged with them in a live chat, more than 40 percent converted to an active lead or sale.

    Reply Cancel
  • Marco Poet
    Marco Poet Sunday, 14 October 2012

    These live chat software programs are pretty good. I'd have to say my favorite are LiveChat and LivePerson. They're both quick and in a business you need something that's more reliable like that.

  • Marco Poet
    Marco Poet Thursday, 15 November 2012

    Please advise is Google Talk a reasonable live chat software?

    Reply Cancel
  • Marco Poet
    Marco Poet Tuesday, 27 November 2012

    Good article on live chat software. Helpful in terms of showing web site owners how simple it is to use.
    Please consider GotLiveChat.com as another live chat service alternative for e-commerce sites. Thanks!

  • Marco Poet
    Marco Poet Friday, 14 December 2012

    It's very useful live chat software, maybe I can try

  • Marco Poet
    Marco Poet Friday, 11 January 2013

    I want to mention P3chat live chat as an option. It looks great, not slow down website and costs less than 2$.

  • Marco Poet
    Marco Poet Tuesday, 26 February 2013

    Thank you for more valuable information. Web chat is one of the most important software to boost sales of all kinds of companies product and also increase company wealthy. I tried lot of chat software available on the market but ultimately decide best live chat software more secure, flexible, reliable, customizable and affordable . Read more http://livechatsupport.tumblr.com/

  • Marco Poet
    Marco Poet Wednesday, 13 March 2013

    Thanks for the article.
    I personally use Nero Chat (www.nerochat.com) and I'm very satisfied with their products.

    Who should use? Small and medium sites.
    Chat speed: Very Good.
    Android support: includes in all packages
    iPhone support: should come soon
    Pricing: starting from 14.99 (including mobile)

  • Marco Poet
    Marco Poet Thursday, 21 March 2013

    I would recommend http://LiveSupporti.com. It is fully customizable and has reasonable pricing.

  • Marco Poet
    Marco Poet Tuesday, 26 March 2013

    A great live chat we found was Chataroo.com. We use all 3 of their products... Live Chat, Ticketing, and Visitor Tracking. There are tons of features and we love the floating footer bar that incorporates the live chat and ticketing into one.

    Everything can be customize as far as colors plus it is all in one control panel. We no longer do we the high priced zendesk and olark.

    I hope this helps...
    Jason

  • Guest
    Mark Tuesday, 30 April 2013

    I use Live2Support live chat app to communicate with our existing customers and new visitors, and so far it has worked best for me… and hopefully for my customers as well. It is really quite cheap as compared to other live chat solutions. Sends and receives messages quickly, and can see easily what customer’s text me. I can say Live2Support is a fast, secure, easy and affordable live chat software. http://www.live2support.com

  • huyennt
    huyennt Tuesday, 10 July 2012

    Hi Pimples,

    Thank you for your comment. Which livechat software you have tried and you want to recommend to other people?

Leave your comment

Guest Friday, 24 May 2013

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