The Best LiveChat alternatives in 2024

Technology makes businesses run smoother than ever, regardless of whether you’re the service provider or the client. Both parties have intricate systems and projects in place and probably depend on some form of online business to support these endeavors. 

Anyone can see that coordinating a time for a client and provider to connect and build a relationship can ironically cause a disconnect. Sure, the internet allows these relationships to grow, such as emailing and social media. However, any savvy business person can see one crucial part missing: convenient human customer service. 

That’s why online businesses should install a chat widget. A live chat, or customer messaging software, is a medium allowing businesses to engage with website visitors in real-time.  

Not only does a client have access to real-time support from an actual human, but businesses can build relationships and nurture potential business directly and personally. It’s a win/win for both sides of the conversation. 

While there are prominent names in the chat-widget space, like the ever-so-cleverly named LiveChat, there are LiveChat alternatives available that are just as special as each conversation one might have with a customer.

What is LiveChat?

LiveChat is one of the top software solutions for chat widgets. Text's parent company helps “brands provide better customer service at scale by analyzing, enriching and automating text communication.” The text builds various text-based products, one of them being LiveChat. 

 If you're looking for LiveChat alternatives seeking to unlock the potential of meaningful customer engagement and propel your business forward, discover how the latest program can bridge the gap between your brand and your audience.

Is LiveChat the right software for your business?

LiveChat is a helpful tool for businesses providing real-time customer support and engaging with users. However, determining whether LiveChat is the right fit for your business requires careful consideration of various factors. 

Customer support needs 

LiveChat suits businesses with diverse customer support needs and allows real-time communication for prompt and personalized assistance. Businesses with high customer inquiries or seeking to improve response times can benefit from LiveChat. They might need to talk on the phone with someone or meet in person to get the help they need. 

Budget considerations 

LiveChat offers various pricing plans to accommodate different budgets. Businesses can choose plans based on their specific needs, such as the number of agents and the need for advanced features. However, LiveChat’s pricing may not be feasible for businesses with extremely tight or small budgets.

Availability of resources

LiveChat works well for businesses with dedicated resources available to manage chat inquiries effectively. Trained agents and support staff available during operational hours ensure timely responses and increased customer satisfaction. However, if a business lacks the manpower or expertise to handle live chat inquiries, implementing LiveChat may lead to less effective customer experiences. In these cases, businesses may have to invest in training or consider alternative support options. 

Capability availability

LiveChat sells chatbots as a separate product, in addition to several add-ons such as agent productivity features, supervisor capabilities, WhatsApp support, etc. LiveChat can only provide agent routing capabilities unless their chatbot product is also purchased. Additionally, LiveChat provides only basic chat routing options, i.e by URL or customer location.

What are the downsides of LiveChat’s platform?

• Bots that are bolted on: Livechat does not provide in-built bots, you need to integrate separately with their ChatBot product. 

• High total cost of ownership: Businesses need to buy two separate products, one for chat and another for bots.

• Learning curve: New users might find the platform requires more upfront learning compared to simpler alternatives.

• Pricing: Depending on your agent count and needs, other LiveChat competitors might be more affordable.

• Customization restraints: Branding and functionality customization options can be more restricted than other tools.

• Support delays: Some users report experiencing delays in the LiveChat support team.

5 Best LiveChat alternatives

Here’s a look at the top LiveChat competitors in 2024 for small businesses and enterprises. If you’re looking for a better customer service platform, consider these:

1. Freshdesk Omni

Freshdesk Omni is a robust software solution crafted to revolutionize customer service operations. Freshdesk Omni offers an integrated chatbot and livechat tool. With Freshdesk Omni, businesses can easily get started with bots without having to go through the hassle of setting up and integrating a new product. Businesses can route chats to agents and deflect using chatbots using one tool and one interface. It also offers many features, including ticketing, automation, omnichannel support, and customer engagement tools, that enhance customer service operations. Its user-friendly interface and advanced functionalities enable businesses to seamlessly handle customer inquiries across multiple channels, delivering consistently personalized support experiences. By consolidating communication channels and automating repetitive tasks, Freshdesk Omni empowers organizations to boost efficiency, address issues swiftly, and cultivate enduring customer satisfaction.

Key features

• Customizable workflows, ticket forms, and user interfaces for enhanced flexibility

• Efficient handling of customer inquiries and issues with centralized ticket management 

• Able to track performance metrics and gain insights into customer interactions with comprehensive reporting and analytics

• Consistent support across platforms with seamless integration of communications channels like email, phone, chat, and social media

• Internal collaboration features help to facilitate seamless communication and teamwork 

• Easily scalable for businesses of all sizes

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Advantages

Freshdesk Omni offers automation capabilities to streamline repetitive tasks and workflows, such as ticket routing, prioritization, and responses. This helps reduce manual effort and allows agents to focus on more complex customer issues. Freshdesk Omni incorporates AI-powered features like chatbots and predictive analytics to improve customer interactions and decision-making. Chatbots can handle basic inquiries and route customers to the appropriate resources, while predictive analytics help identify trends and anticipate customer needs.

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Why do customers rave about Freshdesk Omni?

It provides a unified platform for customer service operations, integrating tools like a helpdesk, live chat, phone support, and self-service portals. This allows agents to handle customer inquiries across multiple channels from a single interface, enhancing efficiency and consistency. Freshdesk Omni is also known for its user-friendly interface and intuitive design, making it easy for agents to navigate and use the platform effectively. This reduces training time for new agents and increases overall productivity. It allows customization of workflows, ticket fields, reporting dashboards, and more to align with specific business requirements and processes. This flexibility ensures that the platform can adapt to the unique needs of different organizations. It is also scalable, making it suitable for businesses of all sizes, from small startups to large enterprises. Freshdesk Omni seamlessly integrates with other business tools and applications, such as CRM systems, marketing platforms, and productivity tools. This enables data sharing and enhances collaboration across different teams within the organization.

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2. Zendesk

Zendesk is cloud-based customer service software that simplifies support needs through automation. Primarily driven by its ticketing system, Zendesk efficiently organizes and resolves customer inquiries across various channels, ensuring a seamless experience and consistent analytics regardless of the touchpoint. Its multichannel capabilities and automation for tasks like ticket routing and data processing enhance operational efficiency. Zendesk stands out for its effortless integration and intuitive user interface, making it accessible for staff and customers, ultimately improving productivity and satisfaction.

Key features

• Can create personalized ticket views 

• Live chat with messaging apps like WhatsApp and Facebook Messenger

• Knowledge base complete with FAQs, community forums, and web widgets 

• Central inbox to help track conversations and streamline support 

• Automated analytics and reporting with pre-build performance reports and customizable dashboards 

Pros

• Multi-channel Support: Benefit from support across various channels to meet your diverse needs.

• Unified Agent Workspace: Access a centralized workspace for agents, promoting efficiency and collaboration.

• Custom Reports: Tailor reports to your specific requirements, gaining meaningful insights.

• 24/7 Support: Enjoy round-the-clock support to address your queries and concerns.

Cons

• Zendesk doesn't recognize multiple submissions of the same issue across different channels as a single ticket, slowing down the system and distorting analytics

• While Zendesk heavily invests in AI, some users find its responses cold, inhuman, or poorly crafted, which might not suit all industries or services

• Zendesk comes with a higher fee compared to other options, which could be a deal-breaker for businesses mindful of their budget, especially if they feel charged for unused services

• Despite being an international business, zendesk's customer service can be challenging to reach, causing frustration for users trying to address pricing, training, or other issues, potentially raising doubts about overall service quality

3. Intercom

Intercom's customer service software transforms customer engagement for businesses. By enabling real-time communication across multiple channels, Intercom empowers businesses to anticipate customer requirements and offer timely assistance. With its innovative features and intuitive interface, Intercom facilitates creating enduring relationships and delivering outstanding customer experiences. Through its multifaceted approach, Intercom seamlessly blends messaging, automation, and analytics to provide personalized support on a large scale. 

Key features

• Personalized messaging capabilities to tailor communication to individual customers based on user behavior and preferences

• Offers automation capabilities for repetitive tasks, such as responses and ticket follow-ups, streamlining support processes

• Live chat allows for real-time and instant communication

• Team inbox and customization for better organization and prioritization of messages 

• Customer profiles that consolidate valuable information and insights to provide more personalized communication and anticipate needs 

Pros

• Proactive Support: Engage with your customers proactively, addressing their needs before they arise

• Self-Serve Support: Enable your customers to find answers independently with our self-serve support features

• Customer Data Platform: Harness the power of a comprehensive customer data platform for insightful analytics

• Inbox for All Customer Conversations: Centralize all customer conversations into one inbox for a streamlined support experience

• Bots and In-App Messages: Utilize bots and in-app messages to enhance customer interactions and support

Cons

• Adding automation and creating workflows can be complicated and time-consuming to learn

• According to some users, notifications may have a delay

• Limited customization options potentially restrict the ability to tailor platform to business needs

• Some users have reported challenges in timely and effective customer support from Intercom

Best LiveChat alternative for enterprise companies

We get it – finding the perfect messaging software for your team is a bit like searching for perfection. To make things easy, let's dive into some insightful tips on how to shop for an alternative to LiveChat that'll fit your team perfectly.

Simplicity is key: focus on ease of use 

Prioritize a user-friendly interface – because if it's not easy for your team and customers to use, then it defeats the purpose. 

Identify your must-have features

Grab a notepad and jot down the features your team can't live without. This checklist will be your compass as you explore different options. Remember, the right tool should seamlessly align with your unique needs.

Channel surfing: know your must-have channels

Are you a chat-only aficionado, or do you dabble in email and social media messaging too? Choosing a platform that caters to all your channels ensures a cohesive and streamlined communication experience. Do you need to provide support via a mobile app? Or through an e-commerce site? Or through a SaaS product? Think about your channels and your needs.

Harmony in integration: do you require integrations in your live chat tool?

Tech stacks are like puzzle pieces, and your messaging software should fit right in. Check out each platform's integrations and see how they vibe with your existing tech setup. 

Size matters: consider the number of users

Pricing structures often hinge on the number of user licenses required. So, before you make any decisions, get a headcount.

Friendly finances: know your budget

Big bucks don't always mean big value. Set a budget and stick to it – the right tool should align with your financial considerations without breaking the bank.

SOS: How important is customer service?

If you foresee needing a helping hand during onboarding, opt for a solution with a responsive customer service team. Having that lifeline during your business hours can make a world of difference.

Most importantly, utilize the free trials to find the perfect LiveChat alternative.

Why should you use Freshdesk Omni as an alternative to LiveChat?

Freshdesk Omni is an excellent LiveChat replacement, setting a new standard for team efficiency and customer satisfaction. With an all-in-one approach, businesses can use Freshdesk Omni to consolidate customer interactions across various channels, including email, social media, phone, and self-service portals. Additionally, chatbots can operate across multiple channels and deflect up to 70% of repetitive conversations so that teams can focus on more high-priority tasks and discussions. With Freddy AI Copilot, an ever-present assistant, agents receive real-time suggestions for responses and actionable recommendations, ensuring efficient and personalized support. Overall, Freshdesk Omni is an indispensable tool for businesses aiming to elevate their customer service experience.

Summary

Exploring alternatives to LiveChat can unlock new avenues for real-time customer engagement and business success. Other options offer a range of functionalities designed to enhance support through seamless efficiency, proactive assistance, and an omnichannel approach. 

With the goal of crafting a customer service masterpiece, it's essential to conduct thorough research and consider the unique offerings of each platform. Freshworks' Freshdesk Omni is a promising LiveChat alternative. By reaching out to explore these options, businesses can transform customer interactions and find the ideal solution tailored to their specific needs.