7 Top Web Chat Software for Your Business in 2025

Customers expect instant replies to their queries, smooth experiences when reaching out to support agents, and, most importantly, real-time and personalized conversations and engagement. Email or phone can’t match the support today’s customers want. 

This is where webchat software helps. 

Using this software, it’s possible to solve customer problems faster, engage them better, and ensure superior support. In addition to boosting the support experience, it can also improve agent productivity, fetch analytics, and ensure 24×7 availability for support teams.

This software is important because 71% of consumers believe that a quick response from a service team can drastically improve their customer experience. And you’d never want customers to have a bad experience, would you? 

This blog will discuss webchat software in detail, its features, and its benefits for your business. 

What is Web Chat Software?

WebChat software is an advanced instant messaging tool that enables real-time and back-and-forth conversations between support agents and customers. It is a tool that allows businesses to provide text-based support engage with website visitors and solve their problems via messaging. 

Web chat software is feature-rich and helps in prompt conversation with first-time visitors and live engagement with existing or returning users. When a company uses web chat software on its website, customers can send their queries to an agent who can swiftly respond in the same small window. 

For example, REVE Chat’s live chat is a web chat software that makes it easy to offer a personalized customer experience to customers across their journey with a brand. By implementing this software, your business can make sales, marketing, and support teams more productive and agile. 

Why Does Your Business Need Webchat Software? 

A lot of customers these days expect a webchat widget on websites. This ensures quick replies and instant help for them. Adding web chat software on the website can help a business deliver round-the-clock support and ensure value across various tasks.  

Customers feel happy when they have good experiences with a brand. 80% of customers believe that the experience a company provides matters as much as its product and service. This is why your business needs webchat software. 

Some of the key reasons your business needs web chat software are – 

Boost sales and conversions

Having web chat software on your website can help you address customer queries instantly and drive engagement. With improved engagement, you can convert leads into potential customers. The more you help and engage customers, the better chances of conversions it creates.  

Improve support experience for customers 

Customers now prefer webchat over other communication channels as it helps them reach support agents at the exact moment they want. The ability to get help as and when needed is one reason why customers get an improved support experience with a brand. 

Increase customer engagement 

Your business can do more interactions and handle more customers when it uses web chat software. With a higher rate of interactions, there will always be a possibility of increased engagement. 

Help with customer acquisition and onboarding 

WebChat software is a very helpful tool to connect with new and prospective customers and win their trust. You can thus give them the confidence to spend more time with your brand and make their journey smooth. 

Enhance productivity of the support team 

Using web chat can make your support agents more capable and resourceful in terms of handling more than a few customers at the same time. No other channel gives the freedom to connect with multiple customers simultaneously and that’s why this tool is good for productivity. 

Reduce dropouts during the purchase process 

Webchat software is much more than just a tool for customer support. It can also be an effective channel for helping buyers throughout the purchase process and therefore reduce the dropout rates considerably. 

7 Top Web Chat Software For Your Business in 2024

WebChat software has become integral to modern businesses not only for boosting support but also for enhancing marketing and sales experiences for customers. It can help a great deal in engagement and also positively impact customer experiences through various stages of the journey.  

Some of the most popular web chat software in the market are – 

1. REVE Chat  

REVE Chat is an all-in-one omnichannel web chat software. It can help businesses boost customer support and engagement across multiple channels including websites, social media, mobile apps, and messaging platforms. 

This web chat software is very powerful for businesses looking to offer personalized, real-time customer service. It includes an AI-powered chatbot to speed up responses and ensure high-quality, immediate support as and where customers need it. 

REVE’s WebChat Software is developed to help businesses engage in best-in-class customer communication and handle customer queries in the fastest and most convenient method. The software is feature-rich and ensures instant assistance to customers.

Using the software, it’s easy to gain complete insights about your customer interactions across channels. In addition, you can also manage multiple customers simultaneously and cost-effectively improve the quality of service. 

Key Features 

• Co-browsing – This feature enables collaborative browsing where your agents can browse together with customers, share browsers, and offer help in real-time. This is how you can deliver a better CX and ensure help as and when needed.  
• Screen Sharing – You can solve complex customer problems in quick time with a screen sharing feature and help them navigate the website easily and thoroughly with screen sharing. 
• Real-time Visitor Analytics –  The software will bring you real-time insights about your customers so you can personalize every interaction with customers based on location, IP address, history, etc.  
• Queuing & Department Management –  You can queue customers, provide them with the right information about waiting time and then minimize their frustration. Similarly, you can route customer queries to the right department and boost the response time. 
• Omnichannel Engagement – You can engage customers seamlessly across multiple platforms and manage all interactions by unifying communications into a single platform. Channels where you can engage customers include Facebook and Instagram. 
• Proactive Customer Interaction – You can leverage features like auto triggers and proactive chat to engage customers at the right time. You can control over when to initiate conversations, resulting in improved conversions and customer satisfaction. 
• Smart Ticketing System – You can track issues effectively and follow up with customers by converting chats into tickets. This helps you handle every customer query and streamline support operations. 
• Canned Responses – You can use predefined responses to customers’ common inquiries. With canned responses, you can boost response times for queries and save time.  

2. LiveChat 

LiveChat is considered one of the best web chat software around for its great range of features and ease of use. You can use this software to create a chat box on your website and then easily communicate with customers. 

Plus, you can also send canned responses, files, and links that will help common customer queries through the chat box. It also gives the flexibility to organize all your communications in a user-friendly dashboard.  

In addition, LiveChat helps agents see what customers are typing before they even send their message and this can prepare them for offering quick answers. You can also assign tags to each chat and also access earlier chats using an archive.

By using this chat software, you can ask customers to rate chats, get chat notifications, and carry out short surveys. What’s more, the software supports integrations for tons of platforms including Facebook Messenger, WP, Salesforce, and many others. 

Key Features 

• Canned responses
• Chat tags
• Rich messages
• In-chat voice, video & screen-sharing
• Chat widget customization
• Reports & analytics 

3. Zendesk 

Zendesk is a popular web chat software known for a range of powerful functions. It helps you speak to customers in real-time and start targeted behavior-driven chats. Using the software, you can send files via chats and also ask them to rate chats. 

One of the key features of Zendesk software is that it enables you to log and analyze all the live chats across your business. Plus, you can respond to customers beyond working hours and also reduce the workload. 

With Zendesk, you will get a JavaScript API and make your live chats smarter. The option of widget customization means you can change the appearance of the widget and make it in tune with your website branding. 

Key Features 

• Automated ticket sharing
• Multi-channel support
• Performance dashboard
• Routing
• Integration capabilities
• Knowledge base

4. Olark 

Olark is one of the most popular web chat software around and most of its success relies on easy setup and a host of features. It’s a wonderful tool that is highly customizable as well. Using the software, it’s easy to engage with people and create canned responses.

More so, Olark offers live reports and analytics that help your business track agent’s performance and customer satisfaction. By using the software, you can automatically engage with users and provide them with instant responses.  

You can change the colors, shapes, and positions of chat boxes and make the software in tune with your website branding. You can also humanize your live chats by adding webcam text and an agent photo. Like many other top live chat solutions, Olark allows easy integration with various CRM software, automation tools, reporting platforms, and CMSs.  

Key Features 

• Stylishly on-brand chat box
• Easy-to-configure live chat automation
• Chat routing 
• Detailed live chat reports
• Transcript archive
• Custom chatbox forms

5. LiveAgent

LiveAgent is a 360-degree web chat software with a range of features for customer communication. It offers video chat and multilingual chat boxes and gives you the freedom to set chat assignment rules so that the best suitable agent can solve the problem.

Tons of customization options are also available with this live chat software. Proactive chat invitations are one of the key features. You can set the chat invitations to reach out to website visitors on a specific page with follow-up in real time. 

The software uses AI to trigger proactive chat invites when agents are not busy with customers. Similarly, it can integrate with multiple channels such as Twitter, Facebook, Viber, and Slack to ensure all queries are available under one roof. 

Key Features 

• Canned responses
• Chat history
• Chat routing
• Chat distribution
• Chat transcripts
• Chat transfer
• Typing indicators
• Chat invitation gallery
• Conversational ai integrations 

6. Tidio 

Tidio is a well-known web chat solution that combines live chat with chatbots and makes customer communication as smooth as it can get. This software is developed to support businesses in achieving sales and customer satisfaction goals and its features make it perfect for quick customer communication. 

It connects Messenger, website chat, email, and Instagram, which is why it works for your support team. The software allows you to collect emails for further communication, and the quick reply feature helps agents save time with FAQs. 

What’s more, this web chat software comes with automation templates and a drag-and-drop editor to build chatbot workflows easily. Using it, you can send welcome messages, reach out proactively to users, and suggest products in the chat window.

Key Features 

• Analytics
• Canned responses
• Chat history
• CRM
• Email management
• Messenger and email integration
• Automatic chat assignment
• Basic widget customization
• Instant customer alerts and support
• Ticketing

7. Intercom 

Many consider Intercom to be the most popular web chat software purely because of its features. Among SaaS businesses, it’s considered a very helpful tool for swift customer engagement at various stages of the journey. 

Using this software, a business can automate customer engagement in real time and make communication as prompt and hassle-free as it can get. It allows setting up promotional banners and helps proactively reach out to users on particular pages.

With Intercom, you can broadcast outbound messages and leverage in-app messages to announce a new feature and catch the attention to a product. Thanks to the self-support functionality, it’s easy to send automatic templated answers and ensure quick responses to everyday customer queries. 

Key Features 

• Real-time messaging 
• Unified inbox 
• Shared inbox  
• Automated workflows 
• Message routing
• Performance metrics 
• Customizable chat widgets  
• AI-powered chatbots 
• Proactive messaging
• Third-party integrations

How to Choose the Right Web Chat Software? 

Having the right web chat software can help you handle customer queries efficiently and elevate experiences. You can manage more customers and drive engagement. To achieve all this, you first need to choose the right web chat software. 

Let’s look at how to choose the right web chat software – 

Decide on your need

A good product will always fit your needs well. For that to happen, you have to understand your needs. Once you know why you need a tool, it becomes easy to search for the right one. Whether you want to stay available 24×7 for your customers or want to engage them better, you should understand the reason for having web chat software. So, it’s important to assess your needs first and then choose the software. 

Know the features 

Maybe you need certain webchat features that can help you achieve your business goals. That’s why you need to know the features that are available in webchat software. Some software has advanced analytics, canned responses, and voice chat integration while others don’t. So, you need to compare and analyze the features of webchat software and then choose them.  

Do a cost analysis 

Webchat software is available with different pricing plans and structures. You can find free products for a specific duration, freemium and premium versions. On the market, pricing can range between $7 to $ 84  per month/per user. So, you can consider based on your budget. Pricing is always a key consideration when you have large teams as it can add to the overall cost of the usage. 

Test out for firsthand experience 

Adding web chat to your website or app can elevate your support strategy. It can help customers reach you easily and engage freely. It’s therefore important to select the right software so that you can provide proactive assistance. You should consider testing out a couple of web chat software as most offer trial period. The testing will help you make robust decisions on how to choose the right web chat software for your business. 

Web Chat Software: Key Takeaways 

Web Chat software has changed the way businesses provide customer support. It has made it possible to solve customer problems faster and engage them better. The use of web chat software has ensured enhanced support experiences and improved agent productivity.  

In the blog, we understood the definition of web chat software through the example of REVE Chat’s product. We saw how implementing this software makes support teams more productive and agile, and how its utility extends beyond support. 

Going forward, we also discussed why your business needs web chat software, and we found these key reasons –  

• Boosting sales and conversions
• Improving support experience for customers 
• Increasing customer engagement 
• Helping with customer acquisition and onboarding 
• Enhancing the productivity of the support team 
• Reducing dropouts during the purchase process 

In addition, we explored 7 top web chat software for businesses where we discussed popular names including REVE Chat, LiveChat, Live Agent, Tidio, Intercom, Olark, and Zendesk. We did a comparative analysis of them and checked their pricing and suitability for best cases. We also dwelt on how to choose the right web chat software for your business. 

At REVE Chat, we understand how your customer engagement strategy is only as robust as the kind of quality tools you have at your disposal. We are also aware of the challenges that you can face on the front of communication with customers and that’s why we always strive to bring you the best tools.

You can start a free trial of our web chat software and assess it on various performance parameters. We have more tools that can help you strengthen customer engagement and deliver value as and when needed.

Frequently Asked Questions