Compare the 7 best live chat software tools with real-world pros, cons, and pricing to find the perfect fit for your customer support strategy.
It’s one thing to open a business and another to keep it miles ahead of the competition.
Right from flawless production to excellent customer service, each pillar contributes immensely to how an organization charts out its subsequent milestones.
And one such foundational aspect is choosing the right live chat software. One key thing to remember is that this isn’t about adding another communication channel; it’s about focusing on meaningful engagement that drives conversions and loyalty while keeping the retention levels at their peak. As someone who has spent his life acing the customer satisfaction game, I’ve come across many platforms that aid in the said objective. Over the years, I’ve rigorously trialed, compared, and analyzed a wide range of customer service live chat tools, and all those experiences are jotted here in this listicle. This reflects a non-biased, deeply researched evaluation of the top 7 solutions you should consider to elevate your customer support game.
I’ve broken down the write-up with detailed introductions, unique selling points (USPs), pros and cons drawn from extensive customer reviews as well as pricing insights for each tool. I’ll conclude with actionable guidance on how to select the right software for your specific business needs.
But first and foremost, I would like to highlight the method that has led me to finalise the countdown of the best customer support software.
Research Methodology
To evaluate these platforms in and out, I focused on several critical aspects relevant to customer service operations:
– Integration capabilities: How well does the software connect with CRM, e-commerce, and marketing systems, and most importantly, how well does it gel with your existing setup?
– Customization flexibility: Can the chat widget and user experience be personalized to fit brand requirements for a better brand value?
– Automation & AI: Quality and effectiveness of AI-powered chatbots and workflow automation, so that it syncs with different stakeholders smoothly.
– Reporting & Analytics: Depth of insights provided on customer interactions and agent performance. Predictive analytics that can help in performance enhancement.
– Ease of Use: Setup simplicity, dashboard walkthrough, and agent usability.
– Mobile Support: Remote support with mobile apps for agents.
– Scalability: Adapts and responds to rising demands from small teams to enterprise-level deployments.
– Pricing Transparency: Affordability and clarity of pricing tiers.
– Customer Feedback: Analysis of genuine user reviews across multiple platforms.
This checklist helped me with a balanced and rigorous method, ensuring that my assessments are not surface-level but grounded in actual product experience and market intelligence.
Kayako Live Chat
Kayako Live Chat is a tightly integrated customer resolution tool designed for businesses that are scaling fast and expect more than surface-level engagement. With real-time messaging powered by context-aware AI, agents aren’t just talking – they’re resolving.
The standout feature is SingleView™, which gives agents complete visibility into a customer’s journey across channels, systems, and past tickets – right within the live chat window. Whether your customer last interacted over email, chat, or self-service, Kayako’s live chat keeps it unified. And with native AI features like smart replies, auto-summaries, and real-time compliance alerts, it’s built for support teams who want to reduce burnout and boost CSAT at scale.
Best suited for support-heavy SaaS, Fintech, and eCommerce teams who want to collapse support queues without inflating headcount.
Kayako Live Chat Pros
- SingleView Chat Context
Agents see everything – prior tickets, CRM data, product usage, and even recent order activity – in one view alongside the chat. No switching tabs. - AI-Suggested Replies
When agents start typing or reviewing a ticket, Kayako suggests accurate responses drawn from your knowledge base or past resolutions. Reduces handle time and training effort. - Proactive and Personalized Chat
Based on user behavior or profile data, Kayako can trigger personalized chat messages that convert better and support faster. - Self-Learning AI
Kayako learns from resolved tickets to automatically suggest better answers in future chats. The longer you use it, the smarter it gets. - Real-Time AI Ticket Assistant
During complex chats, agents can “chat with the ticket” to pull summaries, past interactions, and key data points instantly—no more digging. - Multi-Language Support (100+ languages)
Great for global teams – AI translates queries and responses in real-time, enabling consistent multilingual support without needing separate agents. - No Rip-and-Replace Needed
Kayako Live Chat works with your existing helpdesk (like Zendesk, Freshdesk) and doesn’t require full migration. Start small, scale smart.
Kayako Live Chat Cons
- No Social or Voice Channels Native to Chat
Unlike Intercom or Zendesk, Kayako currently lacks native social and voice integrations directly within the live chat UI (though third-party integrations are possible). - AI Features Still Maturing in Some Areas
Some advanced use cases like HIPAA compliance, AI-driven tone adaptation, or robust chatbot flows may require additional configuration or aren’t fully GA yet. - Limited Entry-Level Use Case
Small businesses or teams with under 5 agents or under 1,000 tickets/month may find Kayako’s powerful chat capabilities over-engineered for their needs. - Branding Customization
While functional, the chat widget’s design flexibility is more limited than tools like LiveChat or Drift, which offer fine-grained styling and animation options. - Agent Training Needed for Full Power
To leverage SingleView™, AI suggestions, and proactive workflows, agents need some initial orientation. The payoff is big – but so is the ramp-up.
LiveChat
A versatile software, LiveChat’s key standout lies in its seamless integration with websites and other platforms. Its ability to customize chat widgets extensively to match brand aesthetics stands as a crowd favourite. It is best suited for businesses looking to enhance customer service and sales through real-time communication with a captivating UX appeal.
LiveChat’s Pros
- Seamless Integration
LiveChat’s robust API and pre-built integrations allow for seamless connection with CRM, e-commerce, and other business tools. This enables collaboration amongst businesses’ intrafunctions, streamlining workflows and enhancing customer data management, resulting in a more effective customer experience process.
- Customization and Branding
The platform offers extensive customization options, allowing businesses to tailor the chat widget to match their brand’s look and feel. This builds a sense of nativity, making it easier for users to navigate while maintaining brand consistency.
- Advanced Reporting and Analytics
With comprehensive reporting and analytics features, it offers valuable insights into customer interactions, agent performance, and overall chat effectiveness. Such predictive capabilities also help up the game with constructive feedback, helping businesses grow ahead.
- Mobile App Availability
LiveChat’s mobile app provides support on the go, ensuring that customer queries are addressed promptly, regardless of the agent’s location. Such remote flexibility is particularly beneficial for businesses with a multinational presence and distributed teams.
- Proactive Chat Invitations
The ability to send proactive chat invitations based on user behavior helps businesses engage with customers with the exact response, thus increasing the chances of conversion and faster query resolution.
LiveChat’s Cons
- Learning Curve
While some might find its feature-rich interface welcoming, many have found LiveChat’s UX to be overwhelming, particularly for new agents or those without prior experience with chat software. In such cases, slower adoption of the product ultimately leads to subpar productivity during the initial stages, with subsequent pipeline buildup.
- Limited Free Plan
While it does offer a free plan, it comes with significant limitations, such as a restricted number of users and limited access to advanced features. This may not be suitable for growing businesses that require more robust functionality and have limited financial resources.
- Occasional Technical Glitches
As with many web server applications, some users have reported occasional technical issues, such as slow loading times and chat interruptions. These glitches can disrupt the customer experience and frustrate both agents and users, leading to slower turnaround times.
- Pricing Structure
Some users find LiveChat’s pricing structure to be on the higher end compared to competitors, particularly for businesses with a large number of agents or high chat volumes. This may deter budget-conscious organizations from adopting the platform. This is especially true for today’s startup culture, who prefer judicious investments for maximum rewards.
- Limited Social Media Integration
In the day and age of online impressions, LiveChat falls short with limited integration with social media platforms. This may be a drawback for businesses that heavily rely on social channels for customer support.
Livechat’s Pricing
– Starter: $20/month (billed annually) or $24/month (billed monthly)
– Team: $41/month (billed annually) or $49/month (billed monthly)
– Business: $59/month (billed annually) or $70/month (billed monthly)
– Enterprise plan available with custom pricing.
Zendesk Chat
A prominent part of the Zendesk suite, Zendesk Chat is known for its robust customer support solutions. With unmatched integration with Zendesk’s other in-house products, users get a unified customer service experience that is perfect for businesses that are already using or planning to use other Zendesk tools.
Zendesk Chat Pros
- Robust Ticketing System Integration
Zendesk Chat’s integration with Zendesk’s ticketing system allows for efficient management of customer inquiries from different channels. This centralized approach manages support workflows and ensures consistent customer experience metrics.
- AI-Powered Chatbot Capabilities
The platform offers AI-powered chatbot features, enabling businesses to automate common inquiries and provide instant support to customers. This not only segregates high-priority tickets from low-priority ones but also improves response times with reduced redundant tasks for human agents.
- Comprehensive Knowledge Base
Zendesk Chat makes the most of Zendesk’s extensive knowledge database, allowing agents to quickly access relevant articles and share them with customers during chat sessions. This feature enhances the self-help experience and reduces the need for repetitive inquiries.
- Scalability and Reliability
Zendesk Chat is synonymous with its scalability and reliability, making it suitable for businesses of all sizes. The platform can handle high chat volumes without compromising on performance, ensuring a smooth customer experience even during peak periods.
- Advanced Agent Management
The platform prioritises efficiency with its agent management features. This focuses on metrics such as skill-based routing, agent performance tracking, agent availability, and customizable roles and permissions. These tools help businesses optimize their support teams’ performance during rush hour and provide personalized support to customers.
Zendesk Chat Cons
- Complex Setup and Configuration
The initial setup and configuration of Zendesk Chat can be complex and time-consuming, particularly for an organization with limited technical expertise. This may delay the implementation process, which might translate into a loss of business. Not to mention, one might require additional external resources to make the setup work.
- Pricing Complexity
Zendesk Chat’s pricing structure can be confusing, with multiple plans and add-ons available. This complexity may make it challenging for businesses to determine the most cost-effective solution for their needs, as use cases might differ from business to business.
- Basic Customization
Zendesk Chat has limited customization options for the chat widget and user interface, which might impact businesses’ end goals that prioritize look and feel.
- Occasional Performance Issues
Though very few in number, some users have reported occasional performance issues, such as slow response times or chat disconnections. This can be a bottleneck that can negatively impact the customer experience and frustrate both agents and users.
- Dependence on the Entire Zendesk Suite
Some businesses may find that Zendesk Chat’s end-to-end ecosystem, which is tightly integrated with other Zendesk products, is less flexible than others. This dependence may limit organizations that prefer to use a mix of different tools for adaptability to specific use cases.
Freshchat
In a time where faster response is of paramount importance, Freshchat, a modern messaging software from Freshworks, is designed to enhance customer engagement through various messaging channels. Its top feature is the AI-powered chatbot, Freddy, which helps automate customer interactions. It is best suited for businesses looking for an all-in-one messaging platform.
Freshchat Pros
- Accessible User Interface
Freshchat’s easy-to-use interface and straightforward navigation make it simple for agents to adapt quickly and provide efficient support. The intuitive design reduces the learning curve and enhances overall productivity.
- AI-Powered Bot Automation
The platform offers robust AI-powered bot automation features, enabling businesses to handle a significant portion of customer inquiries without any human intervention. This frees up a significant amount of time that enables human agents to focus on more complex issues while also investing time in refining their processes.
- Omni-Channel Support
Freshchat supports multiple communication channels, including website chat, mobile apps, email, and social media. This omnichannel approach allows for a centralized viewpoint, making businesses provide consistent and seamless support across various touchpoints with faster resolution.
- Team Inbox and Collaboration
The platform’s team inbox feature facilitates collaboration among agents, enabling them to work together on customer inquiries and shared knowledge of use cases. This collaborative approach enhances the understanding of the entire customer handling process within the team, leading to improved quality of support.
- Integration with Freshworks Suite
Freshchat fits in like a glove with its Freshworks suite, which includes Freshdesk and Freshsales. Collectively, this troika enables businesses to streamline their workflows with a unified platform for customer support and sales.
Freshchat Cons
- Minimal Reporting and Analytics
While Freshchat scores big on integration and collaboration, its reporting and analytics capabilities are limited compared to the market. The lack of advanced insights might leave a business shorthanded when optimizing its support strategies, which are based on data-driven analytics.
- Occasional Sync Issues
There have been some reports of synchronization issues between Freshchat and other Freshworks products, such as Freshdesk. These problems can lead to a delay in data upload, contributing to a sluggish customer service process.
- Mobile App Limitations
While it does offer remote accessibility with its mobile application, its limited functionality compared to the web version leaves much to be desired. This may hinder the effectiveness of complete remote/mobile support in extreme use cases.
- Pricing Structure Complexity
On the higher side of the price spectrum, Freshchat’s pricing structure can be a pipeline dream for many budding companies. So, curating a plan that fits a modest budget is a bridge too far.
- Limited Customization Options
Though it provides a solid interface, Freshchat leaves little scope for customization from a user experience perspective.
Freshchat Pricing
– Free: $0 for up to 10 agents
– Growth: $15/agent/month (billed annually) or $18/agent/month (billed monthly)
– Pro: $39/agent/month (billed annually) or $48/agent/month (billed monthly)
– Enterprise: $69/agent/month (billed annually) or $85/agent/month (billed monthly)
Intercom
Blending in live chat, email, and in-app messaging, Intercom is a customer messaging platform that banks on its top feature to deliver personalized messages based on user behavior. This makes it one of the most sought-after tools for businesses focused on growth and customer engagement.
Intercom Pros
- On point Personalization and Segmentation
Perhaps the most sorted of the lot when it comes to hyper-personalisation of the product to a business’s needs, Intercom targets specific user segments with personalized messages and content, promising a higher chance of conversion.
- In-App Messaging and Push Notifications
The platform provides a proactive approach to communication with its in-app messaging and push notification features. This enables businesses to engage with users directly within their mobile or web applications, keeping the response rate on track with prompt responses.
- AI-Powered Chatbot Automation
Making use of advanced natural language processing, Intercom’s AI chatbot has the ability to simplify user engagement with tailored and context-aware responses.
- Seamless Integration with Third-Party Tools
Intercom offers easy integration with popular third-party tools, such as CRMs, e-commerce platforms, and marketing automation software, which helps stakeholders streamline their end-to-end workflows.
- Rich Customer Insights and Analytics
Like any other platform making the most of machine learning and advanced AI capabilities, Intercom leverages its predictive analytics capabilities for deep customer insights that can help curate tailored marketing responses for better conversion.
Intercom Cons
- Overwhelming Features
When it comes to features, one can never say how much is too much, and perhaps there lies the adoption challenges for Intercom as well. With aspects that require their own sweet time to get adapted to, agents might find it a bit challenging at first to get along with the product’s capabilities. - High Plan Costs
Carrying on with the point above, Intercom’s feature list offering can be a bit steep for businesses with budget restrictions. Not to mention, certain add-ons that provide more tailored features might not be entirely value for money.
3. Closed Intercom’s Ecosystem
Intercom has a tight ecosystem that leaves little room for independent messaging. This dependence may limit flexibility for organizations that prefer to use a mix of different tools for varied problem statements.
Intercom’s Pricing
– Essential: $74/month for up to 1,000 active contacts (billed annually)
– Advanced: $137/month for up to 1,000 active contacts (billed annually)
– Expert: $221/month for up to 1,000 active contacts (billed annually)
– Pricing scales with active contacts; custom plans available.
Drift
A more sales-oriented customer support tool in nature, Drift is a conversational marketing platform that aims to drive sales through live chat and chatbots. One of its most marketed features is its ability to engage website visitors in real-time, facilitating lead generation and conversion. It is best suited for businesses whose main priority is B2B sales and marketing.
Drift’s Pros
- Conversational Marketing and Sales
When it comes to converting the sales pipeline, Drift acts as a perfect companion. With a focus on conversational marketing, businesses can engage with website visitors in real-time, leading to faster lead qualification with complete navigation through the sales funnel. This proactive approach helps accelerate the buyer’s journey and improve conversion rates with promising revenue.
- Collaboration with CRM and Marketing Tools
Being a sales-first platform, Drift integrates seamlessly with popular CRM and marketing tools, such as Salesforce, HubSpot, and Marketo. This powers businesses to streamline their workflows with synced customer data, which works in tandem with the Drift ecosystem.
- Personalized Website Experiences
Drift’s personalized website experiences feature allows businesses to deliver targeted content and offers to website visitors based on their behavior and intent. This level of personalization enhances user engagement and increases the likelihood of conversion. It’s a feature that makes it a favourite amongst the marketing and sales crowd.
- Chatbot Analytics
Based on its countless interactions with visitors, Drift’s chatbot analytics gives a carefully curated insight into chatbot performance and the overall effectiveness of conversational marketing efforts. Making it easy to make any changes that stakeholders feel necessary.
Drift’s Cons
- Prior Sales Knowledge
Drift’s foundational setup works better if the agents have prior sales lifecycle knowledge. This not only helps curate better responses but also makes the conversation look more authentic.
- Website Traffic Handling
Drift’s peak performance requires a proper infrastructure to handle the continuous website traffic, which is already in sync with CRM tools. Couple this with Drift’s advanced chatbot feature, and you have a list of IT requirements that require substantial initial capital.
Drift Pricing
– Free: $0 for basic features
– Premium: $500/month for up to 20 active users (billed annually)
– Enterprise pricing available on request.
Olark
For those who are still in the initial stages of setting up a customer service experience center, Olark’s straightforward live chat tool makes it the most accessible in the entire list. With a simple-to-use interface, self-explanatory features, and an easier setup than most, Olark can be a boon for small businesses.
Olark Pros
- User-Friendly Interface
It’s easy, accessible, and more importantly, fun to use. Olark’s intuitive and straightforward interface makes it simpler for agents to quickly adapt and provide efficient support. The user-friendly design reduces the learning jargon and enhances overall productivity, even for teams with limited technical expertise, and that’s a good thing for let’s just say, a bootstrapped startup with limited headcount.
- Seamless Integration with Third-Party Tools
While it is lite in function, Olark does provide integration with known third-party tools, such as CRMs, e-commerce platforms, and marketing automation software.
- Mobile App Availability
Olark might score less on features compared to other customer service chat tools, but it still provides remote accessibility with its mobile app, making it easier for agents to resolve tickets on the move.
Olark Cons
- Limited Features
It might be the simplest tool of the lot, but that also means it is probably the least feature-rich platform on the list. From analytics to customized plug-ins, Olark has a considerable missing feature checklist that might put you off.
- Limited AI-Powered Automation
While other platforms have almost mastered AI integration into their platform, Olark still has a long way to go in the automated support ecosystem.
- No Multi-Channel Support
While Olark supports website chat, it still finds difficulty in managing omnichannel support owing to its basic feature set. This may be a drawback for companies operating on a larger scale.
Olark Pricing
– Bronze: $29/month (billed annually) or $37/month (billed monthly)
– Gold: $59/month (billed annually) or $69/month (billed monthly)
– Platinum: $129/month (billed annually) or $149/month (billed monthly)
– Enterprise pricing available on request.
Tawk.to
A cost-effective live-chat tool, as one can decipher from its name, Tawk.to is a free software that offers robust features that can suit businesses of all sizes, depending on their requirements. Its headline feature is the ability to monitor and engage with website visitors in real-time.
Tawk.to Pros
- Free Plan with Robust Features
Its free plan includes many essential features, such as unlimited agents, chat history, and basic reporting, making it an attractive option for small businesses or startups looking to implement a customer service solution without incremental costs.
- Easy Setup and Implementation
A straightforward setup requiring minimal technical assistance, Tawk.to can also be coined as a simple plug-n-play live chat tool that works right away.
- Multi-Platform Support
Though free, Tawk.to does provide multiple channel support that ranges from web to mobile to limited remote support as well.
- Visitors Dashboard
It keeps a track of visitors’ profiles, helping stakeholders curate a list that can help improve engagement, reduce bounce rates, and increase conversions.
Tawk.to Cons
- Limited Advanced Features
Being a freeware, Tawk.to dwarfs in comparison to its superior counterparts, and this shortage ranges from advanced analytics to AI-based features such as smart chatbots and insights into customer profiling.
- Occasional Performance Issues
One of the limitations of a free tool is its inability to scale up during peak traffic. With Tawk.to the problem sometimes arises while handling bulk data, which can take some time to process.
- Limited Customer Support
Tawk.to offers limited customer support with no phone or live chat support. This can be very time-consuming for businesses seeking premium after-sales support for technically complex issues.
- Reporting and Analytics
As mentioned in the first point briefly, Tawk.to’s reporting and analytics capabilities are considered basic by some users, lacking the depth and detail needed to make data-driven decisions. This is especially true in today’s market, where competitors are trying to edge out each other with insight-based strategies.
Tawk.to Pricing
– Free Plan: $0 for unlimited agents and chats
– Property Plan: $1/hourly agent or $10/monthly agent (for businesses with multiple properties)
– Chat Widget API: $10/month (for developers needing API access)
Choosing Right Customer Service Live Chat Software
Now let’s come to the most holy question of them all: how to select the most suitable live chat solution? The simple answer is that there’s no single platform that can fit all of your bucket list requirements. Every now and then, you might have a use case that makes you wish you had just gone with the other option available. But the silver lining is that you can still figure out what will work best for you. Read on to know how.
- Identify Your Primary Objectives
Know what your end goal is. Is it boosting sales, improving customer support, or a mix and match of both? For instance, you pick Drift for conversational sales, Zendesk for comprehensive support workflows, to name a few.
- Consider Your Existing Tech Stack
It always helps to know how well your IT infrastructure will go along with your real-time requirements. This makes it equally important to choose a software that plays well with your CRM, marketing automation, and e-commerce systems to avoid data silos and manual work.
- Assess Team Size and Scalability Needs
Your financial ability dictates your future and, most importantly, your present. So for small businesses with tight budgets, Tawk.to might be a more mindful choice, and Freshchat a more suitable go-ahead for large enterprises.
- Prioritize User Experience for Agents and Customers
Keep in mind that your team will ultimately be spending the most time with the tool. Choose a platform by being mindful of the initial technical curve required by your team to cover, so it does not impact your ROI. Tools like Olark excel in simplicity, while Intercom caters to power users.
- Evaluate Automation and AI Capabilities
Your business, sooner or later, will require some assistance for faster turnaround time. And if reducing agent workload via chatbots and automation is your priority, then Freshchat’s Freddy, Intercom bots, or Drift AI might be a wise investment.
- Reporting and Analytics
Smart utilisation of analytics can slingshot your business way ahead of your competition, and in such situations, LiveChat and Drift provide the best analytics-first features.
- Budget Appropriately
This goes without saying, but factor in mind not only the license costs but also implementation, training, and any add-on modules that you might require subsequently. Ask whatever queries you have relating to the pricing structure, as clarity saves surprises.
- Test via Trials and Demos
Always ask for a live demo coupled with hands-on experience. Use free trials to validate features, UX, and support before committing to a license.
Choosing the best live chat software involves many factors. This may range from keeping in mind your current requirements to a possible future, which is just a few years down the line. It’s a strategic decision that will not only impact customer satisfaction and revenue generation but also your positioning in the market. The seven platforms outlined here cover almost all the requirements a business might have now or expect in the time to come. So, based on your roadmap, you can opt for a platform that will deliver the most bang for your buck.
Remember, customer engagement isn’t a one-size-fits-all game; it’s about finding which tool is closest in capabilities to your end goal.