Real-time customer support is now an essential part of doing business online. Research shows that over 80% of customers prefer live chat for quick resolution of issues over other channels like email or phone support.
With live chat, businesses can provide instant answers to queries and connect with customers when they need it the most.
Implementing 24/7 live chat support can lead to increased customer satisfaction, improved conversions, higher sales, and lower support costs.
This makes it vital for modern businesses to have the right live chat tools. But with so many options available, how do you choose the best help desk live chat apps with 24/7 customer support for your business?
Best Help Desk Live Chat Apps with 24/7 Customer Support USA 2023
This comprehensive guide will explore the top 11 best help desk live chat apps with 24/7 customer support usa 2023 that enable businesses to deliver 24/7 real-time customer support.
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Why Do You Need a 24/7 Live Chat App?
Here are some key reasons why implementing live chat can significantly benefit your business:
- Higher customer satisfaction – Live chat has 4 times higher satisfaction scores than email support as per research. Instant resolutions lead to happy customers.
- Improves conversions – Website visitors getting quick answers are more likely to convert to customers. Live chat can increase conversion rates by 20%.
- More scalable support – Chat agents can handle 3 times more customers than call agents. Live chat is ideal for scaling support.
- Supports sales – Chat tools allow hand-offs to sales teams. Real-time connections lead to more sales.
- Lower support costs – Chatbots and automation can reduce human workloads. This significantly cuts down on support costs.
- 24/7 availability – Round-the-clock online support, even after working hours, delights customers and builds loyalty.
- Deeper customer insights – Real-time chat data helps understand customer pain points and improve products.
- Omnichannel support – Customers can get support conveniently via the website, app, social media, and other touchpoints.
Top 11 Help Desk Live Chat Apps Offer 24/7 Customer Support USA 2023
1. Help Scout
Help Scout is the leading customer support platform for small to large businesses. Its live chat tool Beacon helps websites deliver real-time assistance.
Key Features
- Intuitive chat widgets for websites and mobile apps.
- Smart routing to assign chats to the right agents.
- Team inbox to monitor conversations from multiple channels.
- Mobile apps to manage chats from anywhere.
- Seamless integration with Shopify, Salesforce, and other tools.
- Powerful analytics for tracking chat performance.
- 24×7 live chat and email support.
Pricing
- Starts at $20 per month per user.
2. Olark
Olark stands out with its advanced live chat capabilities tailored for high-volume customer interactions.
Key Features
- Chatbots to automate common customer queries.
- Co-browsing and screen sharing for guided shopping assistance.
- Precise visitor monitoring and tracking.
- Customizable canned responses for quick replies.
- Mobile apps to manage chats on-the-go.
- 24/7 live chat support.
Pricing
- Starts at $29 per month per agent.
3. Thankful AI
Thankful AI leverages NLP and automation to resolve customer support tickets with minimal human involvement.
Key Features
- Omnichannel support – email, chat, SMS, and social media channels.
- AI-powered chatbots for complete automation.
- Agent assists in boosting team productivity.
- A central knowledge base that keeps learning.
- Detailed analytics to identify improvements.
- 24/7 automated support.
Pricing
- Customized quotes based on business needs.
4. Userlike
Userlike enables multi-channel customer messaging with live chat at its core.
Key Features
- Customizable chat widgets for real-time website support.
- Unified inbox to manage conversations from different platforms.
- Team collaboration features like shared inboxes.
- Chatbots and AI for self-service.
- Precise visitor monitoring and tracking.
- 24/7 live chat and email support.
Pricing
- Starts at €90 per month.
5. LiveChat
LiveChat focuses on facilitating chat-based conversations across websites and messaging apps.
Key Features
- Proactive chat prompts and targeted messaging.
- AI chatbots for automation.
- Canned responses to quickly resolve common queries.
- Detailed real-time visitor monitoring.
- Robust team collaboration tools.
- 24/7 live chat and email support.
Pricing
- Starts at $16 per month per agent.
6. Chaport
Chaport makes it easy for teams to get started with chatbots and live chat automation.
Key Features
- Intelligent chatbots to automate common questions.
- Automated chat suggestions based on visitor behavior.
- Fully customizable chat widgets.
- Team collaboration features like shared inboxes.
- Live visitor tracking and monitoring.
- 24/7 live chat support.
Pricing
- Free plan available.
- Paid plans start from $15 per month per operator.
7. Acquire
Acquire enables advanced social media customer support along with live chat.
Key Features
- Unified inbox to manage conversations from multiple channels.
- Real-time support on Instagram, Facebook, Twitter, etc.
- Team collaboration tools.
- Customizable chat widgets.
- Precise visitor tracking abilities.
- 24/7 live chat support.
Pricing
- Contact for customized pricing.
8. Podium
Podium offers a suite of customer messaging tools including advanced video and voice chat.
Key Features
- Live video and voice chat capabilities.
- Real-time screen sharing for guided assistance.
- Customizable chat widgets.
- SMS campaigns for proactive outreach.
- Visitor monitoring and tracking.
- 24/7 live chat and support.
Pricing
- Starts at $189 per month.
9. HubSpot Live Chat
HubSpot Live Chat is a handy free live chat tool for starter teams.
Key Features
- Simple chat widgets to facilitate real-time chats.
- Basic live messaging features.
- Team collaboration tools.
- Contact forms to capture visitor information.
- Integration with HubSpot CRM.
- Live chat during business hours.
Pricing
- Completely free.
10. Chatlio
Chatlio enables Slack-based messaging for customer support.
Key Features
- Live chat directly from within Slack UI.
- Simple customization for chat widgets.
- Real-time customer data syncing with Slack.
- Collaborate with team members in Slack.
- Basic visitor tracking functionality.
- Live chat during business hours.
Pricing
- Starts at $29 per month.
11. SnapEngage
SnapEngage stands out for its robust bots capabilities and multi-channel integration.
Key Features
- AI-powered chatbots with natural language capabilities.
- Support via Facebook, WhatsApp and other platforms.
- Real-time monitoring of website visitors.
- Highly customizable widgets.
- FAQ articles linked within chat conversations.
- 24/7 live chat support.
Pricing
- Contact for customized quotes.
So these are the top 11 help desk live chat apps that can help your business offer 24/7 real-time customer support.
Who Can Benefit from 24/7 Live Chat Apps?
Here are the major business types that can gain tremendously by using 24/7 live chat software:
- E-commerce companies – Live chat helps convert website visitors into paying customers by providing quick answers and support.
- SaaS businesses – Instant resolution of onboarding/technical issues improves customer experience.
- Online retailers – Real-time support increases sales and revenue with assisted shopping.
- Healthcare – Doctors can provide 24/7 consultations using live video/voice chat features.
- Travel industry – Trip planning and booking assistance boost customer confidence.
- Finance – Advisors can address customer investment queries faster via chat.
- Education – Students can get learning assistance from teachers after classes as well.
- B2B companies – Pre-sales questions can be addressed conveniently via live chat.
- Marketplaces – Sellers and buyers can resolve transaction issues instantly over chat.
- On-demand services – Cab/food delivery companies can provide support during trips via chat.
So any business that needs to offer real-time support outside working hours can benefit from a 24/7 live chat solution.
Key Features to Look for in a Live Chat App:
For Customers
- 24/7 availability – This allows customers to get assistance anytime
- Fast answers – Quick responses to queries increase satisfaction
- Convenience – Chat is easier than phone or email support
- Personal touch – Customers feel heard and connected with real-time chat
For Businesses
- Chatbots – Automating common queries improves agent efficiency
- Visitor tracking – Helps understand customer journeys better
- Team collaboration – Shared inboxes for managing queries effectively
- Mobile support – Managing chats on-the-go improves productivity
- CRM integrations – Customer context from integrated apps reduces handling time
- Analytics – Data to identify areas of improvement and optimize resources
How Much Does Live Chat Software Cost?
Pricing for live chat tools depends on the specific features and capabilities. Here is an overview:
- Basic apps – Limited features suited for starter teams, often free or cost $20-$30 per month per agent. e.g. HubSpot Live Chat
- Standard apps – Moderate features for growing teams, ideal for small businesses. Starts at $15-$25 per agent per month. e.g. Chaport, Chatlio
- Advanced apps – Robust features and enterprise-grade performance for larger teams. The price is $30-$100+ per agent per month. e.g. Help Scout, LiveChat
Several vendors also offer custom quotes based on your specific use case and expected chat volumes.
While advanced tools cost more, they can provide great ROI by driving more sales and lowering support costs. So choose based on your current and future business needs.
Best Practices for 24/7 Live Chat Support
Here are some tips to effectively implement 24/7 live chat support:
- Clearly communicate 24/7 availability to customers across channels.
- Use chatbots to automate routine queries and deflect tickets.
- Train agents on best practices for live chat communications.
- Set up skilled team coverage for overnight and weekend shifts.
- Monitor chat performance metrics regularly.
- Analyze data to improve chat assistance continuously.
- Send follow-up emails to chat visitors after conversations.
- Integrate live chat with your CRM, help desk, and other tools.
- Test chat on both desktop and mobile to ensure a flawless experience.
FAQs about 24/7 Live Chat Support
- Q. Does live chat improve customer satisfaction?
Yes, studies show live chat gets 4 times higher customer satisfaction scores than email support. Instant responses lead to happy customers.
- Q. How quickly should chat agents respond?
Industry research indicates that chat agents should respond within 1 minute for the best experience. Even delays of up to 2 minutes lead to higher abandonment rates.
- Q. What chat agent-to-customer ratio should we maintain?
Typically 1 chat agent can handle 4 to 5 customers simultaneously. So ensure your staffing provides at least a 1:4 ratio for optimal service quality.
- Q. Are chatbots really effective?
Yes, intelligent chatbots can handle 30-70% of common customer queries. This reduces human workloads so agents can focus on complex issues.
- Q. Which is better – third-party live chat apps or proprietary tools?
Third-party expert live chat solutions usually provide better capabilities as that is their sole focus. But if current business apps like the help desk or CRM provide chat, those could work too.
- Q. What makes a winning live chat customer experience?
Fast responses, personalized service, contextual knowledge, conveying empathy, and resolving issues completely in one session lead to winning live chat experiences.
Conclusion:
With rising competition, delivering 24/7 instant support is the table stakes for success. Integrating a top-notch live chat app can allow your business to differentiate itself with exceptional real-time customer experiences.
Help Scout, Olark, and Userlike offer the most well-rounded solutions suitable for both small businesses and enterprises. Free tools like HubSpot Live Chat are great for getting started. Review your key requirements and choose the right live chat software that aligns with your customer service strategy and budget.
The ability to provide anytime assistance through live chat, voice, video, and social channels gives companies a significant competitive edge today.
Adopting the best live chat app provides immense benefits like improved CSAT, higher sales, lower costs, and the convenience of mobile support.
Prioritize real-time customer engagement now to build lasting relationships and boost business growth.