In today's digital world, customer experience is everything, and live chat is a key component of that experience. Customers want quick and convenient support, and live chat is an effective way to provide that. It allows customers to get their questions answered and problems solved in real-time, without having to pick up the phone or send an email. In this blog, we'll look at the top 5 live chat solutions available to businesses today.
1. Zendesk Chat
Zendesk Chat is one of the most popular live chat solutions on the market. It's known for its user-friendly interface and extensive feature set. With Zendesk Chat, you can customise the look and feel of the chat widget to match your website's branding. You can also set up automated chat triggers, which can prompt a chat window to appear when a visitor takes a specific action on your website.
One of the standout features of Zendesk Chat is its chatbots. You can use the built-in bot builder to create custom chatbots that can help answer common questions and provide support 24/7. If the chatbot can't answer a question, the customer will be connected to a live agent.
LiveChat is another popular live chat solution that's known for its ease of use and robust feature set. With LiveChat, you can customise the chat widget to match your website's branding, and you can set up chat triggers based on a visitor's behavior. For example, you can set up a trigger to prompt a chat window to appear when a visitor has been on a specific page for a certain amount of time.
One of the standout features of LiveChat is its chat tagging system. You can tag chats with specific labels to help you organise and analyse them later. This can be especially helpful if you're trying to identify common customer issues or track the performance of your support team.
Intercom is a comprehensive customer messaging platform that includes live chat, as well as email, social media, and in-app messaging. With Intercom, you can create personalised chat experiences for your customers based on their behavior and history with your company. For example, you can use Intercom to send targeted messages to customers who have abandoned their shopping carts or who haven't logged in to your app in a while.
One of the standout features of Intercom is its ability to integrate with other tools and platforms. For example, you can integrate Intercom with your CRM, marketing automation platform, or helpdesk software to create a seamless customer experience across all touchpoints.
Tawk.to is a free live chat solution that's designed for small and medium-sized businesses. Despite being free, Tawk.to offers a wide range of features, including real-time monitoring, chat history, and customisable chat widgets. You can also set up chat triggers to prompt a chat window to appear based on a visitor's behavior.
One of the standout features of Tawk.to is its ability to support multiple agents and departments. This makes it easy to route chats to the right agent or team based on the customer's needs.
Olark is a live chat solution that's designed to help businesses provide personalised support to their customers. With Olark, you can customise the look and feel of the chat widget, and you can set up chat triggers to prompt a chat window to appear based on a visitor's behavior. You can also use Olark to track visitor behavior and gather feedback through surveys.
One of the standout features of Olark is its reporting and analytics. You can use Olark's reporting tools to track chat volume, customer satisfaction, and agent performance. This can help you identify areas for improvement and optimise your support strategy over time.
Live chat is an essential tool for businesses looking to provide a seamless and efficient customer experience. There are a wide range of live chat solutions available on the market, each with their own unique features and capabilities. When choosing a live chat solution for your business, it's important to consider factors such as customisation options, chatbot capabilities, reporting and analytics, and integrations with other tools and platforms.
Zendesk Chat, LiveChat, Intercom, Tawk.to, and Olark are all excellent options for businesses looking to implement live chat. Whether you're a small start-up or a large enterprise, there's a live chat solution out there that can help you provide the level of support your customers expect. By leveraging the power of live chat, you can enhance your customer experience, increase customer loyalty, and ultimately drive business growth.