The Best Web Chat Tools and Strategies for 2023

In today‘s fast-paced digital world, customers expect immediate assistance whenever they visit a website. They don‘t want to search for contact information or wait on hold to get their questions answered. This is where web chat comes in. By adding chat to your website, you can provide instant, convenient support to convert more leads and keep your customers happy.

As we head into 2023, web chat has become an essential tool for businesses of all sizes across every industry. According to a recent study, over 75% of customers prefer live chat over any other communication channel for its speed and efficiency.

To deliver the best possible chat experience in 2023, you need to choose the right web chat tool for your business. Here are the key features to look for:

1. Omnichannel capabilities

Top web chat tools enable you to communicate with customers across your website, mobile apps, social media channels, and more from a single platform. This allows you to provide a consistent experience and track all interactions from one place.

2. AI-powered chatbots

Chatbots use artificial intelligence and natural language processing to understand customer inquiries and provide relevant responses. They can handle initial chat interactions, answer basic questions, and collect information before connecting customers with a live agent when needed. This frees up your team to focus on more complex issues.

3. Customization options

Your chat widget should match your brand‘s look and feel. Leading chat tools offer customization options so you can modify the color, logo, and layout to align with your website design. Some also support multiple languages to assist customers from anywhere in the world.

4. Third-party integrations

To get the most value from web chat, it should connect with your other business systems, such as your CRM, marketing automation, and analytics tools. This allows you to automatically pass chat transcripts and customer data between systems for a seamless experience.

5. Chat analytics and reporting

To continuously improve your chat interactions, you need visibility into key metrics like chat volume, response time, resolution rate, and customer satisfaction. The best web chat software includes robust analytics and reporting capabilities so you can track performance and identify areas for improvement.

6. Intelligent chat routing

With intelligent routing, chats are automatically directed to the right department or agent based on factors like the customer‘s question, language, or location. This saves customers time and ensures they quickly get assistance from the best resource to help them.

7. Mobile agent apps

To provide fast responses around the clock, your chat tool should offer mobile apps for iOS and Android. This allows your support team to answer chats from their smartphone from anywhere at any time. Some solutions even offer smartwatch compatibility for on-the-go chat notifications.

8. Co-browsing

For complex issues, it‘s often easiest for the agent to see exactly what the customer sees. Co-browsing allows the agent to securely view and control the customer‘s screen to walk them through a process or highlight how to do something. This can be more effective than written instructions.

9. Chat history

Top web chat tools save transcripts of every conversation so agents can refer back to past interactions for context. This saves customers from having to repeat themselves and enables more personalized support. You can also use chat history for quality control and training purposes.

10. Enterprise-grade security and compliance

When communicating via chat, it‘s critical to keep sensitive customer data secure. Leading chat providers adhere to strict security standards and compliance regulations like GDPR, HIPAA, and PCI-DSS. They use measures like encryption, access controls, and secure data storage to maintain integrity.

Now that you know what to look for, here are the best web chat tools to consider in 2023:

1. LiveChat

Used by over 32,000 companies, LiveChat is one of the most popular web chat solutions. Its agent app makes it easy for reps to handle multiple chats at once. It also offers chatbots, built-in ticketing, customer profiles, file sharing, performance reporting, and over 200 integrations. Pricing starts at $16/month per seat.

2. Pure Chat

Pure Chat is an affordable yet feature-rich option for small businesses. It supports unlimited chats and websites on all plans. Key features include customizable chat widgets, automated triggers, real-time analytics, iOS and Android apps, and integration with popular business tools. Plans start at $39/month for four users.

3. Intercom

Intercom offers a comprehensive suite of tools for lead generation, customer engagement, and support. In addition to live chat, it includes chatbots, in-app messaging, email marketing, knowledge base, and a help desk. It‘s a good fit for larger organizations that want an all-in-one communication platform. Prices are based on features and scale.

4. Drift

Drift is a conversation cloud solution designed for sales and marketing teams. Its chatbots use AI to identify website visitor intent and address their needs. The visual bot builder makes it easy to create custom bots without coding. Drift also provides account-based marketing features to personalize conversations with target accounts. Plans start at $40/month for chat only.

5. Freshchat

Part of the Freshworks customer experience platform, Freshchat combines messaging across web, mobile, and social channels. It offers chatbots with automated workflows, team collaboration, and seamless handoff between bots and agents. Other notable features include offline forms, conversation routing, and canned responses. Freshchat offers a free plan for up to 10 team members.

6. Comm100

Comm100 is an enterprise-grade live chat solution used by government agencies, universities, and large brands. It provides a suite of digital omnichannel tools, including chatbots, social media integration, email and SMS, and a knowledge base. Its MaximumOnTM technology ensures 99.99% uptime. Pricing is customized based on deployment needs.

7. Olark

Olark offers a simple yet robust live chat solution for small and mid-sized businesses. You can customize the chat box, configure pre-written responses, and set up automated messages. Olark also provides real-time visitor insights, searchable transcripts, and integrations with popular CRM, ecommerce, and help desk platforms. Pricing starts at $29/month per agent.

8. Zendesk Chat

Formerly known as Zopim, Zendesk Chat is a live messaging tool that integrates seamlessly with Zendesk‘s ticketing system and other support channels. You can chat with customers on your website, mobile app, or social messengers. Key features include pre-chat forms, file sharing, typing insights, automatic triggers, and robust analytics. Plans start at $49/month per agent.

9. Userlike

Userlike is a modern messaging solution for sales and customer support. In addition to website chat, it supports messaging on WhatsApp, Facebook Messenger, SMS, and Telegram. Userlike offers unique features like video calls, chatbot market, and smart FAQs. You can also create your own custom chat widget. Plans range from free up to $90/month per agent.

10. SnapEngage

SnapEngage is an omnichannel chat solution designed for enterprises in industries like banking, education, travel, and software. It provides live chat, chatbots, SMS, and social messaging with advanced features like HIPAA compliance, single sign-on, and a flexible API. SnapEngage offers custom pricing based on features and volume.

To get the most out of web chat in 2023, follow these best practices:

Set clear expectations about when live chat is available and how long it typically takes to get a response. Use an offline form to collect messages outside of business hours.
Train your chat agents to be friendly, knowledgeable, and efficient. Provide guidance on how to communicate effectively while multitasking.
Create canned responses for frequently asked questions so agents can quickly insert pre-written answers while still personalizing their reply.
Configure chatbots to collect initial information about the customer‘s needs before connecting them with a human agent. Program your bots to recognize common inquiries and provide instant answers.
Regularly review chat transcripts and analytics to see what questions customers are asking, identify knowledge gaps, and coach agents on areas for improvement.
Ask customers for feedback immediately after the chat ends. Monitor satisfaction ratings and comments to see how you can enhance the chat experience.
Maintain strict security protocols and comply with relevant data privacy regulations. Only collect necessary information via chat and ensure it is transmitted and stored securely.

Here are a few examples of businesses delivering excellent chat support:

Doordash uses Intercom to manage live chat and chatbots across its website, mobile app, and social channels. Automated bots handle common order inquiries and only loop in human agents when needed, resulting in an 85% decrease in missed chats.
Udemy relies on Zendesk Chat to provide fast assistance to students and instructors. Robust routing ensures each inquiry goes to the right department. Detailed chat reports help managers track resolution times and agent performance.
Fidelity employs LiveChat on its online banking portal to assist customers with account questions and technical issues. Agents can easily transfer chats, send canned responses, or hop on a video call for more complex problems.

To choose the best web chat tool for your business, start by identifying your primary goals and must-have features. Consider your website traffic, team size, and operating hours to estimate the number of agents and chats you‘ll need to support. Look for a solution that integrates with your existing tech stack and provides an API for customization.

Once you‘ve selected a chat provider, map out your implementation plan. Decide which pages to deploy chat on, what questions to ask in pre-chat surveys, and how to incorporate chat into your support workflows. Create a staffing schedule to ensure adequate chat coverage. Don‘t forget to promote your new chat option through website banners, email campaigns, and social media posts.

As you roll out web chat, collect feedback from both customers and agents. See what‘s working well and what could be improved. Continue to train agents on chat etiquette and product knowledge. Monitor key metrics to measure success and optimize your chat strategy over time.

By following these tips and leveraging the latest web chat technology, you‘ll be well-positioned to deliver fast, effective, and personalized support to your customers in 2023 and beyond. Investing in real-time communication will pay dividends in increased sales, satisfaction, and retention.