Can a contact form suffice for all businesses, especially when customers require immediate responses?
When I began offering professional services at ChinaitechPay, including emergency assistance for hacked sites, I soon discovered that a contact form was inadequate. It wasn’t just urgent support requests that necessitated a change; every business faces the same challenge.
Whether it’s shoppers seeking product information, customers monitoring their orders, or clients requiring technical assistance, waiting for hours for email responses is no longer an acceptable option.
I realized that live chat was the solution I needed. With live chat software, visitors can receive instant answers to their questions, leading to increased conversion rates, reduced abandoned carts, and happier customers.
Moreover, a single support agent can handle multiple conversations simultaneously, making live chat far more efficient than phone or email support.
After testing numerous options, I identified some excellent solutions, including LiveChat, HubSpot, and Tidio. However, I understand that each business has unique requirements, so you may be seeking a different approach.
In this article, I’ll share (and evaluate) the nine best live chat software options available to help you promptly address user inquiries and convert them into paying customers. All of these live chat services are compatible with any WordPress website.
The Best Live Chat Software for Small Businesses
Are you in a rush? Here’s my overview of the best live chat software to help you make a quick decision:
| # | Live Chat Software | Best For | Pricing | Free Version |
|---|---|---|---|---|
| 🥇 | LiveChat | Best all around + for WordPress sites | Starting at $20/agent/month | ❌ |
| 🥈 | HubSpot | Automated chatbots + all-in-one CRM | Starting at $15/seat/month (full CRM) | ✅ |
| 🥉 | Tidio | AI chatbots + free plan | Starting at $29/month for 100 conversations | ✅ |
| 4 | Chatbot | Chatbot templates + AI + social integrations | Starting at $52/month | ❌ |
| 5 | Brevo (formerly Sendinblue) | Email marketing + CRM + free plan | Starting at $15/month | ✅ |
| 6 | Olark | Advanced features like screen-sharing + Zoom integration | Starting at $29/per/seat/month | ❌ |
| 7 | Chaport | Free plan with unlimited chats for 1 user + WordPress plugin | Starting at $29/month/4 operators | ✅ |
| 8 | Freshchat | AI chatbots + streamlined workspace | Starting at $19/agent/month | ❌ |
| 9 | Smartsupp | User behavior monitoring + analytics | Starting at $14/agent/month | ✅ |
How I Test and Review Live Chat Software
I have firsthand experience with several of the live chat solutions featured in this list.
For instance, I’ve been using LiveChat for several years on my websites, including ChinaitechPay and its sister websites like OptinMonster.
Managing customer support for multiple high-traffic sites has provided me with valuable insights into LiveChat’s strengths, limitations, and real-world performance.
While I don’t currently use other solutions like HubSpot, Tidio, ChatBot, and Brevo on my own sites, I’ve thoroughly tested each platform to understand their features, pricing, and capabilities.
When testing new software, particularly live chat software, and re-evaluating familiar tools, I prioritized the following criteria:
- Ease of Use and Compatibility:** Live chat software should enhance business operations by being highly user-friendly. I assessed the software’s ease of setup and installation, as well as its compatibility with popular website builders. I also looked for plugins that facilitate integration with preferred website builders.
- Customer Support Features:** Essential features include chatbox customization options, support ticketing tools, and survey forms. I ensured that the recommended tools integrate with crucial eCommerce tools, such as email marketing software.
- Speed and Performance:** A live chat feature should minimize friction in the sales funnel, but a slow-loading chat window can frustrate users. Therefore, I evaluated the speed and performance of each live chat tool.
- User Reviews:** While I thoroughly researched each recommended tool, it’s impossible to test every feature and scenario. User reviews helped me fill in any knowledge gaps and provide more accurate assessments.
Why should you trust my recommendations?
As the founder of ChinaitechPay, I’ve dedicated over 16 years to building and growing WordPress websites. However, my expertise extends beyond WordPress. I’m particularly passionate about assisting small online businesses in achieving success.
Throughout my entrepreneurial journey, I’ve acquired extensive knowledge in eCommerce, online marketing, and customer service. I’ve personally tested and implemented various customer support tools, including live chat solutions, across my WordPress businesses.
Why Add Live Chat Support to Your Website?
According to eConsultancy, a whopping 73% of customers who engage in live chat interactions are delighted with their experience. This figure far surpasses the satisfaction levels achieved through email, social media, or phone support, where only 44% of users express happiness.
Given this significant advantage, live chat emerges as a powerful tool that can significantly impact your online sales and marketing strategies. By providing customers with instant access to answers without the need to leave your website, live chat fosters a positive user experience that can effectively influence purchasing decisions.
The implementation of live chat support has been proven to have a substantial impact on various business metrics. It has been shown to reduce cart abandonment rates, boost sales, and enhance conversion rates. However, the effectiveness of live chat software heavily depends on the quality of the software itself.
On the other hand, a poor live chat customer experience can have detrimental consequences. Delayed response times can lead to missed sales opportunities, while negative interactions can leave customers with a negative impression of your brand.
Furthermore, investing in live chat software that is not well-suited for your website, needs, or skill level can result in unnecessary costs and limited benefits.
In conclusion, it is crucial to select an affordable live chat service that is user-friendly, compatible with WordPress or your website builder platform, and provides all the necessary tools to support your sales team in achieving increased profitability.
With that in mind, I present my expert recommendations for the best live chat software providers that can help you grow your business.
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