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Live chat widgets have become an essential tool for modern customer support, offering businesses a powerful way to engage customers in real time.
With 79% of consumers preferring live chat for quick responses, it’s clear that this tool is no longer optional—it’s essential.
Think of a live chat widget as your digital front desk assistant: always available, responsive, and ready to guide customers through their journey.
Whether answering product questions, resolving issues, or encouraging purchases, live chat can significantly enhance user experience and boost conversions.
Numerous firms offer live chat software options. In this article, we’ll explore their pricing, capabilities, advantages, and drawbacks to give you a comprehensive overview of your choices.
What is a live chat widget?
A live chat widget is a software application you can add to your website or app that lets visitors talk to your team instantly.
It usually appears as a chat box in the bottom left or right corner of the screen.
Using a live chat widget is a smart way to improve customer experience. It helps you connect directly with your customers, answer their questions quickly, build trust, and create a more engaging and satisfying experience.
How does a live chat work?
Live chat functions as a real-time communication tool that enables instant interaction between website visitors or users and customer support agents.
Usually embedded on a website or within a web application, a live chat software presents a visible chat box where users can initiate conversations.
Here is how it works:
- Users can either click on the chat box or trigger options that automatically open the chat based on specific criteria.
- Once initiated, the chat system captures user details and routes the conversation to an available support agent.
- Users and agents engage in a text-based conversation within the chat box, exchanging messages, questions, and information.
- After the conversation, the chat can be closed, and users may provide feedback in some systems.
The system often includes features like file sharing, emojis, and links to enhance communication.
Support representatives can handle multiple chat sessions simultaneously, increasing efficiency. The chat system may integrate with your knowledge base, providing agents with quick access to relevant information.
How to choose the right live chat widget for your business
Choosing the best live chat widget for your business involves considering several factors to ensure it aligns with your needs and enhances customer engagement.
Here are factors to guide you through the process:
Identify and define your objectives
Analyze your business needs and clearly outline your expectations with a live chat widget. Whether it’s improving customer support, increasing sales, or enhancing user engagement, having defined objectives will guide your decision.
Understand your audience
Study the preferences and behaviors of your target audience. A live chat solution that aligns with your customers’ communication preferences will be more effective.
For example, if your audience mostly uses mobile devices, choose a solution with robust mobile support.
Consider the ease of use
Select a live chat widget that is user-friendly for both your team and customers.
The interface should be intuitive and easy to navigate, and setup and customization should be straightforward. This ensures that your team can effectively manage the tool and customers can easily engage with it.
Check for integration capabilities
Check for integration capabilities of the live chat widget with your existing systems, websites, and tools.
It should seamlessly integrate with your CRM, help desk software, or other relevant software to ensure a unified environment for customer support.
Consider scalability
Choose a chat widget that can scale with your business. Consider factors such as the ability to add more users, handle increased chat volume, and adapt to the growing needs of your customer support operations.
Examine customization options
Your live chat widget should match your brand’s look and feel. The ability to tailor the widget’s appearance, color scheme, and messaging ensures a consistent and branded customer experience across all touchpoints.
Monitor mobile responsiveness
With the increasing use of mobile devices, ensure the live chat widget is mobile-friendly. It should provide a seamless experience for users on smartphones and tablets, allowing them to engage with your business from any device.
Check for security and compliance
Prioritize customer data security and privacy. Choose a live chat widget that complies with data protection regulations and industry standards.
Look for security features like end-to-end encryption, authentication factors, and secure data storage.
Analyze the cost of the chat widget
Understand the pricing model of the live chat widget, whether it’s based on users, features, or usage volume. Consider your budget and choose a solution that provides value for your investment.
Consider free trials and demos
Take advantage of free trials offered by live chat widget providers. This allows you to test the solution’s functionality and assess its compatibility with your business before making a final decision.
Prioritize analytics and reporting
Ensure the chat widget offers robust analytics and reporting features that can help you track chat volume, response time, and customer satisfaction. This lets you make data-driven decisions to improve your service.
Why does your business need a live chat widget?
Introducing a live chat widget on a website can offer many advantages for a company, including:
- Ensures prompt customer support: Live chat widgets allow customers to get instant answers to their questions, which can increase customer satisfaction and potentially lead to higher conversion rates.
- Increases sales: By providing immediate assistance, live chat widgets can help guide customers through a purchase, answer any queries about products or services, and reduce the chances of cart abandonment.
- Saves on costs: Chat website widgets can be more cost-effective than phone support because chat agents can handle multiple conversations simultaneously, reducing the need for a large customer service team.
- Gives you a competitive advantage: Offering live chat support can set your business apart from competitors who do not provide the same level of instant customer service. It also shows that your business values customer time and is committed to providing a superior experience.
- Helps you gather customer insights: Live chat interactions can provide important insights into customer needs and pain points, allowing businesses to improve their products, services, and overall customer experience.
- Enables proactive engagement: With live chat widgets, businesses can proactively reach prospects, potentially increasing engagement and sales.
- Establishes customer relationships: The personalized nature of live chat interactions can strengthen customer relationships. By having meaningful conversations, your business can foster loyalty and encourage repeat business.
The best live chat widgets for websites (2025)
Selecting the right live chat widget is crucial for enhancing customer interaction and engagement.
Below is a list of top live chat widgets, designed to assist you in making an informed choice.
1. BoldDesk
BoldDesk is an all-in-one help desk with live chat software that takes real-time support to the next level.
Its customizable live chat widget can be embedded with just one line of code on business websites or apps. Leads and customers can receive immediate and personalized responses on a company’s site.
Other supported collaboration features, like file sharing and automated canned responses, can make teams respond more efficiently through live chat.
With omnichannel customer service, customer interaction is even easier, as conversations from all channels can be accessed in one platform.
Customer requests can also be automatically converted to tickets and routed to the right support agents to easily track and manage.
In BoldDesk’s live chat tool, customers can access their chat conversation history through email transcripts. Everyone stays in the loop at every step of the support journey with delivery and read receipts.
As a business, you can also track visitor activity just before they contact you via chat with the reporting and analytics tools to help personalize customer service.
BoldDesk also offers a mobile chat module, making it easy for agents to provide support on the go!
What’s more! Customers are guaranteed 24/7 customer service with the offline support feature. They can get responses even when they are inactive on chat. No more missed communication!
Key features of BoldDesk’s live chat
- Customizable chat widgets
- Automated chat routing and assignment
- AI Agent
- AI Copilot
- Chat history and email transcripts
- Chat receipts
- Multilanguage support
- Omnichannel support
- Mobile chat support
- Offline messaging support
- Collaboration tools
- Reporting and analytics
- Seamless integration options
- Unlimited messaging
- Top-notch privacy and security
Pricing
BoldDesk is tailored for businesses looking to scale their customer support operations without incurring excessive costs.
By offering a hybrid agent-based pricing model that integrates AI agents with human support staff, it enables companies to handle growing customer demands with ease and efficiency.
| 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 included in the Momentum and Enterprise plans and are charged based on successful resolutions at $0.75 each.
The AI Copilot, which can be added for $20/month, supports human agents by improving their speed and accuracy.
Our exclusive program tailored for startups gives you 10 Momentum plan agents for free for your first year.
Need More Agents? Let’s create a tailored solution just for you — speak with our experts today.
2. Tidio
Tidio is a live chat platform that can be integrated into websites to help businesses communicate with their customers in real-time.
It’s a versatile tool that combines live chat widgets, bots, and marketing automation to save time and provide excellent customer service.
Features
- Customizable chat widgets
- AI assist features
- Reports and analytics
- Automated responses
Pricing
- Free plan available.
- Paid plans start at $24.17 per user/ month.
Free trial: 7 days
3. Chaport
Chaport is a multi-channel messaging platform that enables companies to communicate with their clients via live chat, email, and social media, all from a single interface.
The Chaport live chat widget is a specific platform component that can be embedded into a website. It allows visitors to start real-time conversations with customer support teams or sales representatives.
Features
- Automated chat routing
- Customizable chat widgets
- Reporting and analytics
- Multilingual support
Pricing
- A free plan is available for two operators
- Paid plans start at $29 for four operators/month
Free trial: 14 days
4. Userlike
Userlike is a cloud-based live chat software solution that allows businesses to integrate a chat widget into their websites for immediate communication with visitors and customers.
It is designed to help businesses connect with their customers in real-time, providing a seamless and personalized communication experience.
It’s a popular choice for businesses looking to provide efficient and convenient customer service through multiple channels.
Features
- Customizable branding
- Auto-translation
- Proactive chat
- Customer feedback
Pricing
- A free plan is available for one seat
- Paid plans start at $90 per month for four seats
Free trial: 14 days
5. Chatra
Chatra is a live chat widget that facilitates real-time communication between businesses and their website visitors.
Chatra’s live chat widget is designed to enhance customer support, improve website visitor engagement, and contribute to overall customer satisfaction for businesses of varying sizes.
Features
- Offline messaging
- Proactive chat
- Customization options
- Analytics and reporting
Pricing
- A free plan is available for one agent
- Paid plans start at $ 17 per user/month
Free trial: 10 days
6. Olark
Olark is a straightforward and easy-to-use live chat tool with features like automated messaging, real-time reporting, and searchable transcripts.
It offers a simple and easy-to-use chat widget that is perfect for small businesses.
Features
- User-friendly interface
- Automated translation
- Team performance monitoring
- Real-time tracking
Pricing
- Starts at $29 per user/month
Free trial: 14 days
7. Zendesk chat
Zendesk Chat is a live chat solution offered by Zendesk, a customer service and engagement platform.
Zendesk live chat software enables businesses to communicate with their clients in real time through a chat interface on their websites or mobile apps, providing immediate customer support and engagement.
It also integrates with other Zendesk products, making it a great choice for businesses already using the Zendesk platform.
Features
- Customizable chat widgets
- Automated triggers
- Reporting
- Chat tags
Pricing
- Starts at $19 per user/month
Free trial: 30 days
8. Zoho Desk
Zoho Desk is a customer service platform that includes various tools for customer support, including email, social media, live chat, and more.
The Zoho Desk live chat widget is a feature offered within the Zoho Desk customer support platform to facilitate real-time communication between businesses and their website visitors or customers.
Features
- Customizable chat widgets
- Automated chat routing
- Reporting
- Integration capabilities
Pricing
- Starts at $4 per user/month
Free trial: 15 days
9. LiveChat
The LiveChat chat widget is a tool provided by LiveChat, Inc., which offers online customer service software with live chat support, ticketing system, and web analytics capabilities.
Their live chat widget is designed to be installed on websites to enable real-time communication between website visitors and customer support agents.
Features
- Customization
- Easy integration
- Advanced reporting
- Automated chat routing
Pricing
- Starts at $20 per user/month
Free trial: 14 days
10. HubSpot
The HubSpot live chat widget allows businesses to engage with their website visitors in real time through a chat interface.
This widget can be added to any website by embedding a code snippet provided by HubSpot.
Once installed, visitors can start conversations with the business’s representatives or customer service team directly from the website.
Features
- Customizable chat widgets
- Conversation routing
- Agent performance monitoring
- Integrations with Slack and HubSpot CRM
Pricing
- A free plan is available with limited functionality
- Paid plans start at $20 for two users/month and $9/month for each additional user
11. LiveAgent
LiveAgent live chat is customer service software that includes a live chat feature among other tools, such as ticketing, a call center, and a knowledge base.
LiveAgent live chat softwareLiveAgent offers a robust live chat widget designed to facilitate real-time communication between businesses and their website visitors.
Widely compatible with various content management systems and e-commerce platforms, its customizable and seamlessly connected live chat widgets allow direct connections with platforms like WordPress, Shopify, and Bigcommerce.
Features
- Personalized chat invitation
- Visitor activity tracking
- Animated chat buttons
- Proactive messaging
Pricing
- Starts at $9 per user/month for two live chat buttons
Free trial: 14 and 30 days for free and corporate emails, respectively.
How to integrate a live chat widget into a website (step-by-step)
Integrating a live chat widget into your website involves a series of steps. Here’s a general guide to help you through the process:
1. Choose a live chat platform
Start by selecting a live chat platform that fits your business needs. Compare features, pricing, and user reviews to find the best option.
2. Sign up for an account
Create an account on your chosen platform. Most providers offer a free trial, allowing you to explore the features before making a commitment.
3. Customize your chat widget
Log in to your live chat dashboard and customize your chat widget. This includes adjusting the appearance, color scheme, and messaging to align with your brand.
4. Generate the chat widget code
Once customization is complete, the live chat platform generates an embed code or script. This is the code you’ll add to your website to activate the widget.
5. Add the chat widget code to your website
Depending on your website platform, the method of adding code may vary. Here are instructions for common platforms:
For HTML websites
- Open the HTML file of the page where you want the chat widget.
- Paste the provided embed code within the HTML body, preferably just before the closing </body> tag.
- Save and update your website files.
For WordPress
- Install a dedicated live chat plugin or use the platform’s official plugin if available.
- In the WordPress dashboard, go to the plugin settings and paste the chat widget code.
- Save your changes.
For Shopify
- In your Shopify admin, go to Online Store > Themes.
- Find the theme you want to edit, click Actions, then select Edit code.
- Locate the template or section file where you want to add your code.
- Insert your code snippet in the appropriate place.
- Save your changes.
For Squarespace
- Go to the page where you want to add the chat widget.
- Add a code block to the page.
- Paste the code snippet into the code block.
- Save and publish your site.
6. Test the chat widget
After adding the code, visit your website to ensure the chat icon appears and functions correctly. Run a test chat to ensure messages are being received and responded to as expected.
7. Configure settings
Log in to your live chat dashboard to configure additional settings. This may include setting up automated ticket routing to specific agents, defining business hours, automated greetings, and integrating with other tools.
8. Train your team
Ensure your team is ready to use the live chat system. Provide training on handling inquiries, managing multiple chats, and using advanced features offered by the platform.
Common mistakes in live chat set-up and how to avoid them
Setting up a live chat widget can significantly enhance customer engagement and support, but it’s important to navigate the process carefully to avoid common mistakes.
Here are some common mistakes made while setting up a live chat widget and how to avoid them:
Lack of clear purpose
Businesses often implement a live chat widget without a well-defined strategy.
Pro tip: Define the specific goals of your live chat, whether it’s for sales, customer support, or lead generation. Tailor the setup to align with these objectives.
Unavailable or slow response
Failing to respond promptly to chat inquiries or leaving the chat widget unattended.
To avoid: Ensure your team is adequately staffed to handle live chat. Use automated responses to acknowledge inquiries and set expectations for response times.
Overlooking the widget placement
Placing the live chat widget in a position that is not easily visible or accessible to the website visitors.
Tip: Make sure the chat button is visible on every page, preferably in a consistent location such as the bottom left or right corner, which is a standard position users expect.
Ignoring mobile optimization
Not optimizing the live chat widget for mobile users, resulting in a poor user experience on smaller screens.
How to avoid: Ensure that the live chat widget is fully responsive and provides a smooth and consistent experience on desktop and mobile devices.
Using default settings without customization
Failure to customize the chat widget to match the website’s branding and tone.
To avoid: Tailor the live chat widget’s colors, greetings, and messages to align with your brand’s identity and voice.
Ignoring chat transcripts and analytics
Not reviewing chat transcripts and analytics to understand customer interactions and improve service.
To fix this: Regularly analyze chat transcripts and performance metrics to gain insights into customer needs and identify areas for improvement.
Neglecting offline hours
Failing to manage user expectations during offline hours leaves them waiting for a response.
Action: Set up an automated message to inform visitors of your offline status and provide alternative contact methods or an option to leave a message.
Complex interface
A chat interface that is not user-friendly can discourage customers from using it.
How to avoid: Ensure the chat interface is simple, intuitive, and easy to use with clear options for starting a chat, ending a session, and accessing chat history.
Intrusive behavior
A chat widget that pops up immediately and disrupts the user experience can frustrate visitors.
To avoid this: Let users initiate chats or set a gentle delay before prompting, to avoid disrupting their browsing experience.
Integrate a live chat widget for immediate interaction with customers
Welcoming visitors with instant support and personalized engagement creates a more satisfying experience, boosting customer service, increasing sales, and driving overall business success.
After reviewing your options, choose a live chat solution that offers your business the right balance of features, usability, and value. Investing in a reliable platform like BoldDesk can lead to higher customer satisfaction and better conversion rates.
We’d love to hear from you. Please share your experiences and recommendations on live chat tools in the comments section below!
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