15 best chat tools for customer support in 2024
List of chat tools for customer support
- LiveChat
- Podium Webchat
- Acquire
- Userlike
- Help Scout
- Re:amaze
- tawk.to
- Olark
- Gladly
- Ada
- Zendesk
- Chatlio
- Hiver
- ProProfs Chat
- ClickDesk
Providing exceptional customer service is more important than ever, especially now that we’re more used to handling things digitally. So, it’s no surprise customers expect instant assistance, personalized interactions, and efficient issue resolution.
That’s where chat tools for customer support come into play. These innovative apps allow businesses to connect with their customers in real-time and provide the support they need — all at their fingertips.
In fact, a Kayako report revealed that 79% of businesses that offer live chat support saw a positive effect on their sales, revenue, and customer loyalty.
If you’re interested in experiencing these benefits, let’s discover the top 15 contenders you should check out. We’ll also further discuss why this type of software is essential and what key features you should look for.
What are chat tools for customer support?
Chat tools for customer support are software applications or platforms that let businesses communicate with their customers in real-time through text-based messaging.
These tools are typically integrated into websites, mobile apps, or messaging platforms, allowing businesses to provide instant assistance and resolve customer queries efficiently.
Basically, leveraging these apps facilitates the quick resolution of queries, issues, and concerns.
Why use chat tools for customer support?
Utilizing chat tools for customer support offers numerous benefits for businesses. Here are some compelling reasons why these platforms have gained popularity:
- Accessibility. Chat software provides customers with quick and convenient solutions to their problems. By offering real-time support, businesses can enhance customer satisfaction and build stronger relationships.
- Cost-effective support. Chat support allows companies to handle multiple customer queries simultaneously, reducing the need for additional hires.
- Personalization. With chat tools, support agents have access to customer information, previous interactions, and canned responses. This knowledge empowers agents to provide personalized and efficient assistance.
Features to look for in a great customer support chat tool
When choosing a customer support chat tool, it’s important to consider the following features:
- Live chat functionality. A reliable chat tool should offer real-time chat capabilities, allowing customers and support agents to communicate instantly.
- Integration options. Look for a tool that integrates seamlessly with your existing customer support systems, such as help desk software or CRM platforms. This ensures efficient workflow and centralized data management.
- Customization and branding. A good chat tool should allow for customization to match your brand’s aesthetics and offer personalized interactions with customers.
- Chatbot capabilities. Advanced software may include chatbot functionalities to handle simple and repetitive customer inquiries. These automated responses can save valuable time for support agents.
- Analytics and reporting. Look for an app that provides insightful data and analytics on interactions. These metrics can help you identify areas for improvement and measure the effectiveness of your support team.
- Multi-channel support. Consider chat tools that support multiple channels, like website chat, social media messaging, and SMS. This lets customers reach out through their preferred communication platform.
Top 15 chat tools for customer support in 2024
Let’s take a closer look at some of the top chat tools for customer support in 2024 and the unique features they offer:
1. LiveChat
LiveChat is best used for businesses that require a user-friendly and efficient chat tool to provide real-time assistance. It excels in helping deliver quick and satisfactory support experiences.
Features:
- Advanced chat customization options
- Integration with CRM and help desk software
- Real-time visitor monitoring and analytics
2. Podium Webchat
Podium Webchat is an excellent choice for those who want to manage their online reputation while offering chat support. With a strong focus on review management and SMS integration, Podium’s chat software lets businesses build a positive online presence.
Features:
- Review management and feedback collection
- Two-way messaging across multiple channels
- Integration with popular business (e.g., Google My Business and Facebook Messenger)
3. Acquire
Acquire is ideal for a comprehensive support solution with live chat, co-browsing, and video chat functionalities. It empowers users to provide interactive support experiences and resolve complex issues effectively.
Features:
- Screen sharing and co-browsing for real-time support
- Integration with popular CRM and help desk software
- AI-powered chatbots for automating routine tasks and inquiries
4. Userlike
Userlike is perfect for businesses looking to engage customers effectively on popular messaging platforms like WhatsApp and Facebook Messenger. It stands out in creating personalized and interactive support experiences to build customer satisfaction.
Features:
- Multi-channel support (i.e., web chat, messaging apps, and SMS)
- Customizable chat widgets and branding options
- Integration with popular CRM and help desk software
5. Help Scout
Help Scout is a customer support platform that includes chat functionality. This platform is best suited for businesses that emphasize collaborative team workflows.
Help Scout enables teams to work efficiently, handle email-to-chat conversations seamlessly, and provide holistic support solutions.
Features:
- Shared inbox for managing email, chat, and social media inquiries
- Knowledge base and self-service options for customers
- Analytics and reporting for tracking agent performance and customer satisfaction
6. Re:amaze
Re:amaze provides support across various messaging platforms in a centralized dashboard. It helps companies offer responsive and proactive support by integrating different channels and providing real-time visitor monitoring.
Features:
- Multi-channel support (i.e., chat, email, social media, and SMS)
- Automated workflows for managing and routing inquiries
- Integration with e-commerce platforms (e.g., Shopify and WooCommerce)
7. tawk.to
tawk.to is a versatile chat tool best used by startups and small businesses looking for live chat, ticketing, and help desk functionalities. This platform provides a cost-effective support solution with its free offering, unlimited agents, and visitor tracking.
Features:
- Customizable chat widgets with branding options
- Real-time visitor monitoring and tracking
- Integration with known CMS platforms (e.g., Joomla and WordPress)
8. Olark
Olark is for businesses that prioritize simplicity and ease of use in their chat support. This app allows you to provide personalized support effortlessly with its proactive chat and integrations with popular CRM platforms.
Features:
- Customizable chat widgets and greetings
- Automated messaging and chat routing
- Integration with CRM and help desk software
9. Gladly
Gladly is an omnichannel customer service platform with chat capabilities. It differentiates itself by providing a unified view of customer interactions and delivering personalized support experiences.
Features:
- AI-powered routing
- Customer timeline view for a complete history of interactions
- Integration with popular business tools (e.g., Salesforce and Slack)
10. Ada
Ada is an AI-powered chatbot platform that helps businesses automate customer support and provide instant assistance to their customers. This tool is best used for businesses looking to streamline support processes and offer round-the-clock support.
Features:
- Natural language processing (NLP) capabilities
- Multi-language support for global customer engagement
- Customizable chatbot workflows
11. Zendesk
Zendesk offers a complete messaging solution that allows businesses to deliver rich conversational experiences to customers.
The platform enables businesses to provide instant help on their website, mobile apps, social media channels, and other business channels.
Zendesk gives 24/7 support with bots that can deflect common questions and provide instant answers
12. Chatlio
Chatlio is the first official live chat app that is fully integrated with Slack. It allows businesses to chat with their website visitors directly from within Slack. This feature eliminates the need for another chat client.
Unlike other solutions, Chatlio allows multiple teammates to assist an individual site visitor simultaneously. It enables efficient collaboration and improves customer support.
13. Hiver
Hiver is the world’s first Gmail-based helpdesk. It grants teams to manage email support, live chat, knowledge base, phone, and WhatsApp support, all within the Gmail interface.
Hiver offers specialized solutions for different teams within an organization, including Hiver for customer service, finance operations, people operations, and ITSM.
14. ProProfs Chat
ProProfs Chat is a live chat software designed for websites and mobile apps. It aims to provide instant help to visitors and enables businesses to close sales faster.
The live chat software offers various features such as:
- ChatBot
- Automated greetings
- Canned responses
- Proactive chat invitations
- Intelligent chat routing
ProProfs Chat is designed to improve customer service and grow leads and sales. It gives solutions to various industries, including e-commerce, automotive, education, and healthcare.
15. ClickDesk
ClickDesk offers live chat and support software that lets businesses communicate with website visitors in real-time. The platform aims to help convert visitors into happy customers through various communication channels.
ClickDesk is trusted by over 185,429 businesses across over 120 countries.
Its features include:
- Live chat
- Video chat (browser-based)
- Helpdesk (integrated with live chat for issue tracking)
- Social toolbars (integrating Twitter and Facebook into live chat)
- Plugins (one-click integrations with apps)
- Mobile app for managing chats and tickets on the go
Choose the right chat tool for customer support
Selecting the right chat tool for customer support depends on various factors, like the size of your business, support requirements, and budget.
Consider the unique features of each chat software mentioned above and evaluate which aligns best with your business needs.
Remember, a good chat tool should offer seamless integration, customization options, and advanced features that enhance your support team’s efficiency and boost customer satisfaction.
By choosing the right one, you can streamline your support processes and deliver exceptional customer experiences in 2024 and beyond!
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