Customers sometimes prefer speaking to a live person. They might not find what they need in your help documentation, or they may need to discuss an issue in real time, and email isn't sufficient.

Providing live support can significantly enhance the customer experience.

While phone support is often associated with live support, there's an alternative: live chat. Not only does live chat provide immediate assistance, it's also less resource-intensive and is the preferred support channel for many.

If you're thinking about incorporating chat into your support channels, begin your search by reviewing this list of the 13 best live chat tools.

01 Udesk
Best live chat tool for all channels customer service

Udesk(udeskglobal.com)’s live chat covers a wide range of channels, including Web Pages, Apps, Tiktok, WhatsApp, Facebook, Twitter, and more. If you’re operating an Ecommerce store, it can also access Amazon, Shopify, Salesforce, Walmart and DTC, etc. It is available on desktop, iOS, and Android.



Not only across omnichannels, Udesk’s live chat also provide rich text transmission such as pictures, voice, video, emojis, and files, making a convient conversation in multiple modes.

When users enter the chat interface, they will receive recommended questions based on their source and browsing history to help them address issues independently.



If the problem cannot be resolved and requires human agent intervention, live chat will assign the most suitable representative based on availability and user profile. At the same time, customer browsing history, inquiries about product orders, and past service records will be synchronized to the agent’s chat interface, making it easier for human representatives to understand customer information and intentions accurately.

Using AI technology, live chat can even recognize customer emotions, provide question-and-answer support using embedded knowledge bases, and monitor and alert conversations in real time for quality control, thus contributing to a comprehensive enhancement of customer service.


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