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Live chat isn’t just a feature; it’s a game-changer for customer experience. When customers reach out, they expect quick, helpful answers without jumping through hoops.
The best live chat software makes that possible, turning conversations into lasting relationships. From instant support to personalized interactions, these tools help businesses stay connected and responsive.
In this guide, we’ll explore the top live chat platforms, their key features, and how they can supercharge your customer service strategy.
What is live chat software?
Live chat software is a real-time communication tool that allows businesses to engage with customers instantly.
It usually appears as a chat widget or pop-up on the bottom-right corner of a website, allowing users to initiate conversations with customer support and seek immediate assistance while browsing.
Live chat software is commonly used for customer support, sales, or general communication on websites or within applications.
How does live chat software work?
Live chat facilitates instant support directly from a website or application. Live chat support icon appears as a small chat box or button, often labelled ‘Chat Now’ or ‘Help’.
By clicking on this chat widget, a customer opens a chat window, types their message, and sends it.
This message is then relayed to the customer support team as a notification of the incoming chat, and an agent can respond to the customer in the same chat window.
This allows for a real-time, two-way conversation between the customer and the agent.
The best live chat solutions go far beyond basic messaging and may offer additional features, such as:
- Pre-chat forms: Capture customer details like name, email, and issue type before the chat begins. This helps agents personalize responses and resolve issues faster.
- Automated messages: Greet visitors instantly, share working hours, or offer to take a message, keeping engagement high even when agents are offline.
- Offline support: Let customers leave messages when agents aren’t available. Replies are sent via email, ensuring 24/7 support without requiring customers to stay online.
- AI-powered features: With artificial intelligence, you can automate replies, trigger intelligent workflows, and assist agents with real-time suggestions.
Striving to Provide Instant Responses? No More Worries!
Deliver instant support with powerful live chat software, integrated with a knowledge base for smarter, faster solutions.
How to choose the right live chat software
The following are the essential factors to consider when choosing live chat support software that delivers real results.
- Ease of use: A clean, intuitive interface ensures quick onboarding and efficient use by support agents. Choose the best live chat solutions that require minimal training to maximize productivity and reduce operational friction.
- Feature set: Live chat software should include essential features such as AI-powered automation, automated ticketing, customer sentiment analysis, and real-time analytics. These capabilities empower your support team to work smarter.
- Integration capability: Ensure the software integrates seamlessly with your existing tech stack, such as contact management systems and help desk ticketing systems, to streamline workflows, centralize customer data, and boost agent productivity.
- Customization options: Look for tools that allow you to personalize chat widgets, automate greetings, and tailor chat flows based on customer behavior. This enhances brand consistency and creates a more engaging, user-centric experience.
- Scalability: Choose a live chat support solution that can ensure long-term reliability as your customer base expands. It should support multiple agents and departments and increase chat volumes without compromising performance.
- Cost effectiveness: Opt for tools that offer free trials, allowing you to test usability and features before committing. Compare pricing models to find a balance between affordability and robust functionality that meets your customer service goals.
- User experience: Evaluate both the customer-facing and agent-facing interfaces. Fast load times, mobile responsiveness, and accessibility features contribute to a smooth experience that encourages engagement and reduces bounce rates.
- Reviews: Check trusted platforms like G2 for user reviews, ratings, and case studies. Real-world feedback helps validate your choice and highlights strengths or limitations based on actual use cases.
Top live chat software trends revolutionizing customer support
Live chat software is entering a new era of transformation. As digital engagement becomes central to customer interactions, businesses are reimagining how live chat fits into their communication ecosystems.
The shift is marked by rapid innovation, changing user expectations, and a growing emphasis on smarter, more adaptive technologies.
In 2025, this evolution is setting the stage for a redefined approach to real-time conversations, one that prioritizes agility, relevance, and seamless integration.
- AI-Powered features for instant, intelligent responses: Modern live chat systems leverage AI actions and AI agents to understand context, learn from past interactions, and handle complex queries with minimal human intervention. Their ability to deliver fast, accurate, and consistent support makes them a cornerstone of real-time customer engagement.
- Omnichannel integration for seamless conversations: Live chat platforms are now deeply integrated across websites, mobile apps, social media, and messaging platforms. This ensures that customers can switch channels without losing context, and agents can manage conversations from a unified interface.
- Predictive analytics for proactive support: By leveraging behavioral data and historical interactions, live chat tools can now anticipate customer needs. This enables proactive outreach, timely recommendations, and faster issue resolution often before the customer even asks for help.
- Personalization through CRM and data syncing: Live chat software is increasingly connected to CRMs and customer data platforms, allowing agents to deliver highly personalized support. Access to real-time customer insights ensures that every interaction feels tailored and relevant.
- Enhanced security and compliance features: With data privacy becoming a top priority, live chat platforms are integrating robust security protocols. Features like end-to-end encryption, secure authentication, and compliance with global regulations for i.e GDPR are now standard.
14 Best live chat software and apps
Selecting the best live chat software on the market can be a challenging task. We are providing an introduction to the best live chats for customer service to enable you to choose the one that best aligns with your specific business requirements.
BoldDesk
BoldDesk offers a powerful live chat solution as part of its omnichannel help desk software, enabling real-time customer support across websites and apps.
BoldDesk’s Live Chat SoftwareWith BoldDesk, you can easily add the live chat widget with just one line of code and customize it to match your brand. This allows you to start engaging customers instantly.
BoldDesk allows you to save chat transcripts and send them via email, enabling both customers and agents to access their chat history for future reference.
It also provides delivery and read receipts to notify when messages are successfully delivered, opened, and read.
BoldDesk’s key features
- Live chat software
- Knowledge base
- Omnichannel support
- Help desk ticketing system
- Reporting and analytics
- Customizable chat widgets
- AI agent and AI Copilot in chat
- Chat histories
- Save and email transcripts
- Chat receipts
- Offline messaging support
- Automated chat routing and assignment
- Collaboration tools
- Canned responses and file sharing
- Multilanguage support
- Mobile chat support
- Advanced privacy and security
Why should you choose BoldDesk’s live chat software?
BoldDesk stands out as a powerful, scalable, and AI-powered live chat software for businesses seeking to deliver instant, personalized support while streamlining their operations.
Here’s why BoldDesk is a top choice:
- BoldDesk’s live chat widget can be embedded into your website or app in seconds, allowing you to start engaging customers instantly.
- With features like AI Agent, AI Actions, and AI Copilot, BoldDesk automates responses, triggers intelligent workflows, and assists agents with real-time suggestions, reducing resolution time and improving service quality.
- Combines live chat and ticketing in one platform, enabling agents to convert chats into tickets for better issue tracking.
- Offers omnichannel customer service, integrating popular messaging apps like WhatsApp, Facebook, and more to manage all customer interactions from a single, unified dashboard.
- Tracks customer browsing behavior before chat initiation, helping agents tailor responses and enabling web teams to optimize site navigation and content.
- Even when agents are unavailable, customers can leave messages and receive replies via email, ensuring there is 24/7 customer service.
Pricing
BoldDesk provides all these advanced features at an unbeatable price.
| Plan | Price per human agent | AI Agent resolution cost | AI Agent access | AI Copilot access |
| Scale | $12/agent/month | Not available | ❌ | ❌ |
| Momentum | $25/agent/month | $0.75/resolution | ✅ | ✅ |
| Enterprise | $39/agent/month | $0.75/resolution | ✅ | ✅ |
Note: AI agents are available only in Momentum and Enterprise plans, with a performance-based pricing of $0.75 per successful resolution.
Note: AI agents are available only in Momentum and Enterprise plans, with a performance-based pricing of $0.75 per successful resolution.
Additionally, you can supercharge your human agents with the AI Copilot, available as an add-on for just $20 per month.
BoldDesk combines AI speed and affordability with the empathy of human agents.
Scaling up? Our team is here to craft a custom solution that fits your needs. Connect with our team today.
Olark
Olark provides tools for real-time support that make it easier for small and medium-sized businesses to connect with their customers.
Olark is an easy-to-use platform for engaging with website visitors.
Key features
- User-friendly interface
- Integrations
- Automated chat routing and distribution
Pros
- Send personalized messages triggered by location, page URL, or browsing patterns to boost engagement and conversions.
- Set limits on the number of chats each agent can handle at once to maintain quality and avoid burnout.
Cons
- While Olark offers basic analytics, it lacks the advanced reporting features found in more robust platforms.
| PRICING | |
| Plan |
|
Free trial: 14 days
Tidio
Tidio has a live chat software that allows e-commerce platforms and small businesses to talk to customers in real time.
It aims to provide businesses with tools for engaging customers and centrally managing messages across different channels.
Key features
- Customization options
- AI assist features
- Integration with popular platforms
Pros
- Manage customer conversations from live chat, email, Messenger, and Instagram—all in one unified dashboard.
- Automatically gathers visitor details like location, browsing behavior, and contact info to help agents personalize support and follow up.
Cons
- While Tidio offers chatbot and automation features, usage is capped in every plan—including paid tiers—limiting scalability for high-volume support teams.
| PRICING | |
| Plan |
|
Free trial: 7 days
Chatra
Chatra is one of the best live chat apps for websites. It monitors visitors in real time and facilitates group chat even when you are offline.
It enables businesses to answer customers’ questions, solve problems, and assist customers in making purchases.
Key features
- Offline messaging
- Customization options
- Integrations
Pros
- Provides typing insights and visitor tracking to enable proactive support.
- Combines chat, email, and Facebook Messenger into a single inbox for streamlined communication.
Cons
- Lacks a built-in ticketing system and advanced automation features.
| PRICING | |
| Free live chat software plan |
|
| Paid Plan |
|
Free trial: 10 days
Lime
Lime is one of the best live chat software solutions with customizable chat widgets and smooth integrations. Businesses can interact with visitors on their websites in real time, providing immediate communication.
Lime lets companies adapt chat features according to their unique requirements and workflows.
Key features
- WhatsApp marketing
- Integration options
- AI automation
Pros
- Unifies messaging across website, WhatsApp, Facebook Messenger, and SMS.
- Features an AI Automation Hub with chatbot, Smart FAQ, and NLP-powered responses.
Cons
- Automation setup can be complex for non-technical users.
| PRICING | |
| Free live chat software plan |
|
| Paid Plan |
|
Free trial: 14 days
Chaport
Chaport is a simple live chat software with features like chat routing and proactive messaging that enable businesses to communicate with their website visitors in real time.
This solution is suitable for small to medium-sized enterprises that are looking for easy-to-implement live chat software.
Key features
- User-friendly interface
- Automation capabilities
- Reporting
Pros
- Offers a customizable chat widget with proactive messaging and branding options.
- Includes an AI-powered chatbot to automate customer interactions and save time.
Cons
- The free live chat software plan is limited to two operators, which may not suit growing teams.
| PRICING | |
| Free live chat software plan |
|
| Paid Plan |
|
Free trial: 14 days
LiveChat
LiveChat provides a customer service platform that enables immediate connection with clients to resolve their inquiries.
It allows for instant communication between businesses and customers, thereby enhancing customer support and interaction on websites.
Key features
- Messaging channels
- Chat tools
- Customization
Pros
- Easily tailor the look and feel of your chat interface to match your brand, creating a seamless and professional customer experience.
- Connect LiveChat with popular tools like CRM systems, e-commerce platforms, and analytics apps to streamline workflows.
Cons
- Requires third-party tools or add-ons for full support functionality, which can increase complexity and cost.
| PRICING | |
| Plan |
|
Free trial: 14 days
Acquire
Acquire is one of the best live chat apps that allows businesses to engage with their audience through multiple channels for customer support.
Acquire offers a thorough set of tools like live chat software, video calls, and co-browsing for real-time interactions.
Key features
- Live messaging
- Voice and video calling
- Workflows
Pros
- Supports real-time engagement through chat, video, and screen sharing for personalized support.
- Includes AI chatbots to automate FAQs and lead qualification.
Cons
- Customization options for the chat widget are limited.
| PRICING | |
| Plan |
|
Free trial: Contact sales
Zoho Desk
Zoho Desk, which is part of the Zoho suite, has live chat software that aims to minimize wait times and facilitate real-time assistance.
The live chat software has an AI-powered assistant that can answer basic questions using your knowledge base.
Key features
- Customization options
- Automation
- Integration capabilities
Pros
- Provides AI-powered ticket routing and sentiment analysis to streamline support.
- Delivers a 360-degree customer view by pulling data from multiple channels.
Cons
- Has a steep learning curve for teams unfamiliar with Zoho’s ecosystem.
| PRICING | |
| Plan |
|
Free trial: 15 days
LiveAgent
LiveAgent is a multipurpose live chat software for customer support, enabling communication across various channels. It combines live chat software, ticketing, and automation in a single platform for customer support and tracking of issues.
With its real-time chat function, businesses can chat live with customers on their websites.
Key features
- Ticketing system
- Call centre
- Customer service reporting
Pros
- Reaches out to visitors automatically based on behavior, boosting conversions and customer satisfaction.
- Stores chat transcripts, customer details, and ticket history securely within the platform—no need for external tools.
Cons
- Some powerful tools like automation rules and reporting are only available in premium packages, limiting access for smaller teams.
| PRICING | |
| Plan |
|
Free trial: 14 days
SendPulse
SendPulse’s live chat apps come with a bunch of other features like chatbot integration, a built-in CRM, or a mobile app that helps manage your conversations on the go.
SendPulse offers a chatbot builder that integrates with ChatGPT and works with Instagram, Facebook, WhatsApp, Telegram, and Viber.
Key features
- WhatsApp chatbots
- Automation
- Email campaigns
Pros
- Engages customers across multiple channels, including live chat, email, and push notifications.
- Offers a visual automation builder that simplifies workflow creation without coding.
Cons
- A multi-channel setup may require technical expertise for full optimization.
| PRICING | |
| Plan |
|
Free trial: 7 days
HubSpot
HubSpot has one of the best live chat solutions as an integral part of its all-in-one marketing, sales, and customer service platform.
The live chat software for customer service facilitates communication by allowing businesses to interact with customers in real-time.
Key features
- Data management
- Marketing automation
- Smart CRM
Pros
- Automatically direct chats to the right agent based on availability, skill set, or custom criteria, ensuring faster and more relevant responses.
- Track chat metrics like response time, resolution rate, and customer satisfaction to continuously optimize your support strategy.
Cons
- While HubSpot works well within its own ecosystem, connecting with external tools may require workarounds or additional setup.
| PRICING | |
| Free live chat software plan |
|
| Paid Plan |
|
Free trial: 14 days
Zendesk
Zendesk’s live chat software is an essential component of its customer service platform, allowing businesses to communicate with customers.
It can be integrated with other support tools and offers a user-friendly interface for engaging with website visitors in real time.
Key features
- Messaging and live chat
- Workforce management
- Ticketing
Pros
- Zendesk leverages advanced AI trained on billions of customer interactions to automate responses and reduce resolution time.
- Tailor workflows, chat triggers, and interface elements to match your business needs and branding, offering flexibility for teams of all sizes.
Cons
- Unlike some platforms with built-in automation, Zendesk requires custom chat triggers to enable proactive outreach, which may be time-consuming for smaller teams.
| PRICING | |
| Plan |
|
Free trial: 30 days
Intercom
Intercom is a help desk tool that offers live chat as one of its core features. It allows businesses to send customized messages based on customer information.
Intercom also provides reporting tools so businesses can track the outcomes of their live chat interactions.
Key features
- Automated responses
- Integration options
- Reporting and analytics
Pros
- Intercom uses automation and AI to initiate conversations, resolve common queries, and guide users through their journey.
- Match the chat interface to your brand and control visibility settings to optimize user experience across different pages.
Cons
- Intercom’s advanced features come at a high cost, which may not be the best live chat software for small businesses or startups with limited budgets.
| PRICING | |
| Plan |
|
Free trial: 14 days
Comparison table for top live chat software
| Live chat software | Features | Pricing | Free trial | G2 review |
| BoldDesk |
|
Starts at $12/agent/month | 15 days | 4.5 /5 |
| Olark |
|
Starts at $29/user/month | 14 days | |
| Tidio |
|
Start at $24.17/100 conversations/month | 7 days | |
| Chatra |
|
Start at $25/user/month | 10 days | 4.2/5 |
| Lime |
|
Start at $104.93/4 users/month | 14 days | 4.4/5 |
| Chaport |
|
Start at $33.81/4 users/month | 14 days | 4.7/5 |
| LiveChat |
|
Starts at $19/user/month | 14 days | 4.5/5 |
| Acquire |
|
Contact Acquire | Contact Acquire | |
| Zoho Desk |
|
Starts at $4 /user/month | 15 days | |
| LiveAgent |
|
Starts at $15/user/month | 14 days | |
| SendPulse |
|
Starts at $8 per month | 7 days | |
| HubSpot |
|
Starts at $15/user/month | 14 days | |
| Zendesk |
|
Starts at $19/user/month | 30 days | |
| Intercom |
|
Starts at $29/agent/month | 14 days |
What are the essential features of live chat tools?
When selecting a live chat solution, you should look for the following key features that enhance usability, scalability, and integration:
Real-time messaging
This is the foundation of any live chat tool. It enables instant communication between customers and support representatives.
Key components include:
- Live typing preview
- Automatic responses
- Live translation
- Automated conversation handling
Collaboration tools
These features support internal teamwork among agents, allowing them to coordinate responses and share information efficiently. Common collaboration tools include:
These tools include:
- Group chats
- Tags
- Private notes
- File sharing
- Private messaging
Chat widgets
Chat widgets are embedded interfaces that appear on websites or apps, typically as a floating icon or bubble.
When activated, they open a chat window for users to interact with support agents or chatbots.
Reporting tools
Live chat platforms often include reporting and analytics tools that track performance metrics such as:
- Chat duration
- Response times
- Chat volume
- Customer satisfaction scores
- Chat-to-conversion rate
This helps businesses assess and improve the effectiveness of their customer service, identify areas for improvement, and make informed business decisions.
Chatbots
AI-powered chatbots handle routine inquiries and simulate human-like conversations whenever support agents are away or occupied.
They can manage common, repetitive inquiries independently and escalate complex issues to live agents when needed.
Canned responses
These are prewritten messages that allow agents to respond quickly to frequently asked questions.
Canned responses can be organized into a shared library for consistent and efficient communication, save time, ensure consistency, and improve knowledge sharing for new support agents.
Integration
Live chat tools often integrate with other business systems to streamline workflows. Common integrations include:
- Customer relationship management (CRM) software
- Help desk solutions
- Social media platforms
- E-commerce platforms
Data synchronization across all platforms guarantees a single view of every customer interaction, thus increasing workflow efficiency and productivity.
Queue management
This feature organizes incoming chat requests based on rules such as priority levels or arrival time, allowing support agents to address issues in an orderly manner.
It may include estimated wait times and options to schedule chats when agents are unavailable.
Chat transcripts
Chat transcripts archive conversations to ensure quick access to past conversations, enabling knowledgeable responses as well as efficient issue resolution.
They help agents track customer conversations, maintain context across interactions, and support quality assurance processes.
Benefits of live chat software
Modern consumers have a low tolerance for delays and may abandon transactions when support isn’t readily available.
Integrating a live chat button into your website offers a convenient way for customers to seek help without switching apps.
Here are the key benefits of using live chat software:
- Increases efficiency: Live chat enables support agents to handle multiple conversations simultaneously, something not possible with phone calls. This boosts productivity and allows more queries to be resolved in less time.
- Improves profits: With fewer agents needed to manage customer inquiries, businesses can reduce support costs. Live chat also lowers cart abandonment rates by offering instant assistance, leading to increased sales and revenue.
- Builds long-term relationships: Prompt support builds trust and encourages repeat business. Customers who receive timely help are more likely to return. Additionally, chat transcripts can be used to personalize future interactions and strengthen customer loyalty.
- Improves customer service quality: Live chat platforms often include reporting and analytics tools that track agent performance, customer satisfaction, and engagement. These insights help identify areas for improvement and guide strategic decisions for service enhancement.
Integrate the best live chat software for instant customer Support
Successful businesses understand that immediate, smooth communication could be the factor that sets them apart from their rivals.
Through enhancing engagement, satisfaction, and improving agent productivity, live chat has emerged as an indispensable element for enterprises.
Find the best live chat tool that suits your business needs and budget, and watch your customer relationships flourish.
Stay tuned and utilize our amazing top-grade BoldDesk live chat software with the latest features in the market!
We hope that you found our blog post helpful. Please share your insights and experiences with different live chat software in the comments section.
Related articles
- 12 Live Chat Metrics to Measure for Effective Customer Support
- How to Add Live Chat to Website: A Quick Guide
- Chatbot vs Live Chat in 2025: Which is Best?
Frequently Asked Questions
Yes, most modern live chat platforms offer integrations with contact management systems, help desk software, and communication channels, among others.
These integrations help streamline workflows and provide a unified view of customer interactions, enabling seamless experiences.
Businesses often compare chatbot vs live chat software when choosing customer support tools.
Live chat involves human agents interacting with users in real time, offering personalized support and handling complex queries.
In contrast, chatbot software uses AI to automate responses, manage repetitive questions, and provide instant support, often without human involvement.
The best live chat software for businesses includes robust security features such as end-to-end encryption, GDPR compliance, and secure data storage to protect sensitive customer information.
These measures ensure that conversations remain private and meet global data protection standards.
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