By 2028, the familiar customer service ecosystem will be transformed. Gartner’s 2023 Hype Cycle for Customer Service and Support Technologies predicts a future where digital advancements like conversational user interfaces and generative AI redefine how we support and interact with customers.
Live chat software, a simple tool for quick inquiries, is set to become a cornerstone of this new era by offering not just answers, but anticipation.
Embedded on websites everywhere, live chat solutions are simply getting better at understanding and meeting the needs of tomorrow’s consumers. As these technologies converge, they promise a customer service experience that’s not only responsive but remarkably intuitive.
In this blog, let us take a closer look at the top live chat tools available and how they compare.
Key takeaways
- Live chat software allows for real-time interaction between businesses and website visitors, improving customer support and potentially increasing conversion rates.
- The best live chat solutions offer features like AI-powered chatbots, proactive chat invitations, and integrations with other customer service tools to improve overall support efficiency.
- When choosing live chat software, businesses should consider factors such as customization options, analytics capabilities, and compatibility with existing systems.
- Advanced live chat platforms often include features like visitor tracking, canned responses, and multi-channel support, allowing for more personalized and efficient customer interactions.
- Pricing for live chat software varies widely, with options ranging from free plans for small businesses to enterprise-level solutions with custom pricing.
What is live chat software?
Live chat software is a tool that enables real-time interaction between website visitors and support agents through instant messaging via a chat window. By addressing queries, and resolving issues instantly, live chat software improves customer satisfaction and streamlines communication.
Live chat software is a solution that facilitates real-time conversation between website visitors and support agents. Businesses use this tool to provide immediate assistance, answer queries, and guide prospects through the sales process, ultimately improving the user experience and conversions.
Live chat software is a tool that organizations use to communicate with website visitors in real-time via a chat interface. It helps businesses quickly address customer concerns and provide personalized guidance to prospects, thereby improving customer satisfaction and increasing sales.
Best live chat apps and software comparison
DevRev | Zendesk Chat | Intercom | Drift | Olark | LiveChat | Tidio | |
|---|---|---|---|---|---|---|---|
Key features | AI-powered chatbots, Unified support CRM, Proactive in-app support, Agile methodologies | Proactive chat, Visitor tracking, Routing rules, Chatbots | Proactive messaging, Lead capture, Meeting scheduling, Targeted chatbots | ABM capabilities, Proactive chat , Calendar integration , Basic reports | Chat invitations, Co-browsing add-on, Searchable transcripts, Team organization | Proactive & routed chats, Pre-/Post-chat surveys, Customizable UI, AI assistance | Customizable widget, Built-in video calls, Centralized inbox, AI-powered bots |
Pricing | Starter: 45 days free trial; Platform License, $9.99/user/month; Support License , Additional $9.99/user/month, Pro: 45 days free trial; Platform License, $24.99/user/month; Support License, Additional $34.99/user/month, Ultimate: Connect with sales for a custom pricing plan | Free Lite plan, Paid plans from $14-$59/agent/month, 30-day trial | Plans from $87-$153/agent/month, Custom Premium plan, 14-day trial | Limited Free plan, Standard: $50/agent/month, Pro & up: High yearly cost | Free for 1 agent, Paid: $12-$17/agent/month, Discounts for yearly billing | Plans from $19-$149/agent/month, Custom Enterprise plan, 14-day trial | Free plan, Paid plans from $29 & up, 7-day trial |
Pros | Unifies crucial support functions, AI reduces effort & wait times, Highly customizable, Insightful analytics | Real-time metrics, Integrates with Zendesk, Good management tools | Flexible integrations, Easy to set up, Combines help center & chat | Boosts lead generation, User-friendly design, Advanced ABM features | Very easy to implement, Integrates with key CRMs, Agent & visitor customization | Deep chat customization, Multichannel support, E-commerce & sales focus | Unlimited seats on all plans, Mobile apps available, Ready-to-go chatbot templates |
Cons | Initial learning curve, Limited offline support | Some feature limitations, Basic reporting | Reporting limitations, Certain features cost extra | Lacks key support features, Reported glitches, Not ideal for support | Missing some support features, Limited reporting | Add-ons can get pricey, Higher base pricing, Some usability concerns | Chat limits on lower plans, Advanced features cost more |
Ideal use Cases | Next-gen support & product teams | Teams using Zendesk for support | Full lifecycle marketing & sales teams | Sales teams prioritizing lead qualification | Small businesses wanting simplicity & value | Sales-driven teams needing an adaptable solution | Small e-commerce businesses looking to boost engagement |
Top live chat apps and software
Here’s our handpicked list of the top live chat software for 2025 and beyond
1. DevRev
Best for: Businesses seeking a cutting-edge, AI-powered customer support solution that integrates with product development, offering unparalleled live chat platform capabilities and customization options.
Key features:
- State-of-the-art live chat functionality, including real-time user support and intelligent AI-chatbot.
- Session replays and recording for quick issue resolution, along with detailed visitor activity logs.
- Integrated knowledge base for instant, context-relevant answers, and highly customizable chat widgets.
- Proactive support through in-app nudges, unified inbox for streamlined communication, and smart routing for efficient agent allocation.
- Flexible AI configuration, allowing organizations to toggle between AI-driven interactions and direct agent responses based on their unique customer support needs.
- Rich text editing options within the live chat interface, enabling dynamic and informative conversations between agents and customers.
- Customizable workflows and routing, empowering organizations to tailor their customer support processes for optimal efficiency and effectiveness.
- Custom data fields within the chat widget to facilitate the collection of specific, valuable visitor information for personalized support.
- Comprehensive platform features, such as an AI-native support CRM that automates routine tasks and integrates with user chat and ticket management.
- Robust knowledge base management with instant article creation, and extensive product and user data consolidation.
- Flexible sprint modes with both Agile and customer-centric methodologies, along with customizable automation using natural language prompts.
- In-depth analytics and insights for data-driven decision-making.
Pricing:
Starter Plan (45-day free trial; Platform License - $9.99/user/month )
Support License - Additional $9.99/user/month)
Pro Plan (45-day free trial; Platform License - $24.99/user/month
Support License - Additional $34.99/user/month), Ultimate Plan (custom pricing; contact sales).
Pros:
- Unified platform that combines live chat app, support, product development, and customer feedback, enabling teams to work in sync and collaboratively. This integration led to a 40% reduction in operational costs for businesses by eliminating the need for multiple tools.
- Advanced AI-powered automation capability that significantly reduces manual effort and accelerates issue resolution, with organizations experiencing up to a 95% reduction in resolution times, allowing agents to focus on high-value interactions
- Extensive customization options, including flexible AI configuration, rich text editing, custom workflows, and data fields, ensuring a tailored fit for each organization’s unique needs
- The integrated knowledge base tool enhances AI chatbots’ ability to provide immediate and relevant answers, reducing the need for human intervention and leading to 3x lower customer complaints and a 100% increase in conversions for businesses.
- Robust live chat capabilities, including session replays and recording, proactive support, and smart routing have been shown to drive customer satisfaction and loyalty, evidenced by a 4x faster issue resolution in organizations
- Comprehensive analytics and reporting that provide valuable insight into support performance and user behavior, facilitating data-driven improvements
2. Zendesk Chat
Best for: Teams seeking a reliable help desk solution with live chat capability
Key features:
- Proactive chat invitations, pre-/post-chat surveys, website visitor tracking, canned messages, routing rules, reporting, offline forms, customizable chat window and button, chatbots, agent availability, timeline, and agent permissions
Pricing:
Lite (free), Team ($14/agent/month)
Professional ($29/agent/month)
Enterprise ($59/agent/month), 30-day free trial of the Enterprise plan
Pros:
- Real-time dashboard that provides visibility into individual agent metrics
- Easy integration with Zendesk Support for a unified support platform
- Robust agent and visitor management capabilities
Cons:
- Occasional glitches that can disrupt the user experience
- Limitations in functionality, such as the inability to set up multiple campaigns or view cart items
- Reporting capabilities may not meet your needs, given that reports must be manually exported
3. Intercom
Best for: Sales and marketing teams aiming to track and optimize the entire customer lifecycle along with a live chat app
Key features:
- Proactive chat invitations, automatic meeting scheduling and lead qualification, chatbots, agent availability, canned messages, pre-/post-chat surveys, routing rules, reporting, website visitor tracking, agent-to-agent mentions, and offline forms
Pricing:
Essential ($87/agent/month)
Pro ($153/agent/month)
Premium (quote-based pricing), with a 14-day free trial of all products and unlimited add-ons
Pros:
- Flexible API and extensive integrations that allow Intercom to integrate with existing tech stacks
- User-friendly interface that is easy to set up and personalize
- Centralization of knowledge base articles, chats, and emails into a single, streamlined platform
Cons:
- Reporting features may not provide the level of detail and segmentation required by some organizations
- Lack of real-time, 24/7 support can be a drawback for teams requiring immediate assistance
- Some users report issues with features like search functionality, user filter management, and proactive chat invitations requiring additional packages
4. Drift
Best for: Sales and marketing teams focusing on lead qualification and conversion along with a live chat solution
Key features:
- Proactive chat invitations, canned messages, pre-/post-chat surveys, Drift profiles, automated calendar booking, website visitor tracking, offline forms, basic reporting, calendar integration, single sign-on, chatbots, and account-based marketing playbooks
Pricing:
Free (1 agent, 100 contacts)
Standard ($50/agent/month)
Pro ($500/agent/month)
Company ($1,500/agent/year + $2,000 onboarding fee)
Enterprise ($5,000/agent/year + $10,000 onboarding fee)
Pros:
- Ability to set meetings ‘while you sleep,’ facilitating lead generation efforts
- Easy installation and user-friendly interface
- Advanced targeting and account-based marketing capabilities
Cons:
- Absence of support features like co-browsing, which may limit the ability to provide hands-on assistance
- Some users report rushed and potentially buggy updates that can impact the stability of the platform
- Lack of features like rule-based routing or multiple campaigns, which can make it challenging for support teams to manage their workflows effectively
5. Olark
Best for: Small and medium-sized businesses seeking a straightforward, affordable live chat solution
Key features:
- Proactive chat invitations, co-browsing (add-on), auto-translation (add-on), basic reporting, canned messages, searchable chat transcripts, customizable chat window, agent availability, team grouping, chat tagging, and automated email reports
Pricing
Free plan (1 agent, 20 chats/month)
Billed monthly ($17/agent/month)
Billed yearly ($15/agent/month)
Billed bi-yearly ($12/agent/month), with a 2-week free trial
Pros:
- Simplicity in setup and use, making it an accessible option for businesses of all sizes
- Broad range of integrations, including SugarCRM, Salesforce, and Microsoft Dynamics
- Extensive customization options for both the visitor and agent side of the chat experience
Cons:
- Limited feature set compared to some competitors, with the absence of functionality like spellcheck and advanced routing
- Reporting capabilities may not provide the granularity needed for in-depth analysis, as data cannot be segmented by specific time periods
- Lack of social media integrations, which can hinder omnichannel support efforts
6. LiveChat
Best for: Businesses aiming to engage customers through real-time chat interactions
Key features:
- Proactive chat invitations, automated chat routing, canned responses, pre-/post-chat surveys, customizable chat window and button, chatbots, agent availability, message sneak peek, website visitor tracking, offline forms, agent-to-agent chat, multi-chat management, and timeline
Pricing:
Starter ($19/agent/month)
Team ($49/agent/month)
Business ($149/agent/month)
Enterprise (custom pricing), with a 14-day free trial
Pros:
- Extensive customization options for chat windows, allowing businesses to tailor the experience to their brand
- Effective multi-channel management that integrates email, SMS, and social media
- Strong emphasis on ecommerce integrations and sales-oriented features
- Support for automated greetings and chat invitations to proactively engage visitors
Cons:
- Limited automation features without additional purchases, which can increase costs
- Relatively high pricing compared to some competitors in the market
- Some advanced features are only available on higher-cost plans, which may not be feasible for all businesses
- Users report occasional glitches and usability issues that can impact the overall experience
7. Tidio
Best for: Businesses seeking an all-in-one customer service platform that drives sales and engagement through live chat
Key features:
- Fully customizable chat widget, video calls, customer database, live insights, pre-chat surveys, unified inbox, chatbot templates, AI-powered chatbots, real-time visitor monitoring, and multi-channel and cross-channel communications
Pricing:
Free Forever Plan (basic features)
Starter Plan ($29/month)
Chatbots Plan (starting at $29/month)
Chatbots & Communicator Plan (starting at $54/month) with a 7-day free trial
Pros:
- Unlimited user seats on all plans, including the free plan, making it accessible for businesses of all sizes
- Availability of browser, desktop, and mobile apps for flexible access
- Plug-and-play chatbot templates and AI-driven responses that can enhance efficiency and reduce manual effort
Cons:
- Monthly usage allowances that limit the number of live chats, which may not be suitable for businesses with high-volume support needs
- Some advanced features are only available on higher-cost plans, which can increase expenses
- Lack of detailed information on multiple triggers for a single bot and chatbox position customization, which may limit the ability to create highly targeted automations
How to choose the best live chat software?
When choosing live chat software, first, identify your goals for implementing live chat, whether it’s enhancing customer support or supplementing a chatbot. Then, compare top live chat platforms that offer essential features like real-time messaging, visitor tracking, canned responses, and integrations. Finally, select the live chat solution that aligns with your business needs and budget for optimal results.
Let’s look at each of these steps in detail.
Step 1: Assess your business requirements
- Company size: The size of your organization and support team will influence the complexity and scalability of the live chat software you require.
- Use case: Determine the primary purpose of implementing live chat. Is it for customer support, sales assistance, or a combination of both? Clearly defining your use case will help you prioritize the features that matter most.
- Integration needs: Examine your existing tech stack and choose software that can best integrate.
- Hosting preference: Decide between self-hosted (more control) or cloud-based (easier setup) solutions. Self-hosted solutions offer more control but require technical expertise, while cloud-based options provide ease of setup and maintenance.
Step 2: Evaluate essential features
- Customization options: Look for tools that allow tailoring the chat widget to match your branding. Customizable elements should include colors, fonts, and positioning, as well as the ability to set up automated greetings and pre-chat forms.
- Chatbot functionality: Determine if the live chat platform offers built-in chatbot capabilities (rule-based, AI, or hybrid). Chatbots can handle routine inquiries, freeing up your support team to focus on more complex issues.
- Mobile optimization: Ensure the solution is fully responsive and provides a smooth experience across devices.
- Analytics and reporting: Analytics and reporting features are crucial for measuring the performance of your live chat implementation. Look for a solution that offers insights into chat volume, response times, customer satisfaction, and agent performance.
- Operator monitoring: Features like real-time chat monitoring and chat history allows supervisor to assess agent performance, provide assistance when needed, and to maintain support quality.
- File sharing: The ability to share files, images, and documents within the live chat interface facilitates quicker issue resolution and improves the overall support experience.
- Offline messaging: Look for solutions that offer offline messaging for 24/7 support.
Step 3: Consider scalability and pricing
- Pricing structure: Live chat software providers offer various pricing models, such as per-agent, tiered plans, or pay-per-chat. Consider your budget and anticipated chat volume to select a plan that aligns with your needs and provides the best ROI.
- Ease of upgrading: Ensure that the live chat solution allows for upgrades as your requirements evolve. The ability to add more agents, unlock advanced features, or increase chat limits without disrupting your existing setup is important.
Step 4: Assess customer support and resources
- Support channels: Check if the vendor offers multiple support channels, such as live chat, email, phone, or a comprehensive knowledge base. Timely assistance is crucial, especially during the initial setup and integration phases.
- Training and documentation: Look for providers that offer detailed documentation, tutorials, and training resources to help your team get up to speed quickly. Well-structured onboarding materials can significantly reduce the learning curve and ensure a successful implementation.
Step 5: Prioritize security and compliance
- Data encryption: Look for solutions with end-to-end encryption to protect sensitive information.
- Regulatory compliance: Ensure the software complies with relevant regulations such as GDPR, ISO 27001, or PCI-DSS.
Step 6: Leverage free trials and demos
- Test key features: Engage with the live chat software as both a customer and an agent. Evaluate the ease of use, responsiveness, and effectiveness of the features that matter most to your business.
- Assess integration capabilities: Test the software’s integration with your existing tools to ensure smooth data synchronization and workflow automation
By thoroughly evaluating these areas and aligning them with your business requirements, you can select the best live chat platform to supplement your customer service. Investing in the right solution will not only improve your support capabilities but also contribute to long-term customer satisfaction and loyalty.
What’s next?
Choosing the right live chat software for 2025 is about finding a solution that truly fits your business needs and enhances your customer interactions. Whether you’re a small business looking for straightforward tools or a larger company needing advanced features, the goal is to improve how you connect with your customers.
DevRev offers a unique advantage with its native AI platform, which goes beyond basic automation. This platform is deeply integrated into your support operations, offering intelligent, context-aware insights that drive proactive decision-making. With features like session replays, smart routing, and in-app nudges, DevRev helps teams anticipate and resolve issues before they escalate. For example, Tough Trucks for Kids improved their first response time by over 83% and saw a 65% improvement in deflection rates by leveraging DevRev’s AI capabilities.
If you’re interested in seeing how DevRev can help solve your customer support challenges, consider scheduling a personalized demo. It’s a great way to see how our features can be tailored to your unique needs, helping you offer the kind of customer experience that keeps people coming back.
