Member Avatar for jaljahmi

I'm looking to implement chat live support and need product suggestion/recommendation based on experiance. Also, what does everyone thing of hosted products compared to in-house implemented products.

Jamal

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Good question from — picking the right live chat boils down to tradeoffs between speed-to-market, control, and total cost. As and suggested, start by building a short list of candidates, and remember and ’s point that hosted services cut setup and ops overhead while replies from , and underline the value of mobile/remote agent access when staffing is lean.

Key evaluation criteria to compare (short checklist):

  • Real business goals: sales conversion, support deflection, or lead capture.
  • Integrations: CRM, helpdesk, analytics, and webhooks/APIs for data flow.
  • Reporting and exports: real-time dashboards plus transcript export for audits.
  • Routing and concurrency: skill-based routing, queue limits and max chats per agent.
  • Proactive features: canned invites, targeted messages, and A/B testing.
  • Security & compliance: TLS, data retention, access controls, and exportability.
  • Extensibility: bot handoff, custom JS widget, and branding control.
  • Cost model: per-agent, per-session, or flat monthly — watch bill shock.

A practical 30-day pilot plan:

  1. Define 2–3 KPIs (first response time, CSAT, conversion uplift).
  2. Map pages and hours to protect (where chats should appear and when).
  3. Shortlist 2–3 vendors or build a minimal in-house proof of concept.
  4. Integrate with analytics and CRM; add canned replies and escalation rules.
  5. Train agents, run live for a week, then iterate on scripts and routing.
  6. Measure KPIs, review transcripts, decide on rollout or rollback.

Quick cautions and troubleshooting: confirm the widget is loaded over HTTPS, check browser console for CSP or adblock issues if it doesn’t appear, plan staffing for peak concurrency, and ensure you can export transcripts before committing (exit strategy). Paid options usually bring SLAs, support and richer integrations; freebies trade features for zero license cost.

Recommended Answers

All 14 Replies

Member Avatar for bobchrist

I think this directory will be helpful for you;

Member Avatar for Atlant

I think this directory will be helpful for you;

Wow, great resource here! Lots of information about chat software, i haven't met the site before. Thank you a lot )))

Member Avatar for ithelp

Buy it from websites like hotscripts.com

Member Avatar for Atlant

I'm looking to implement chat live support and need product suggestion/recommendation based on experiance. Also, what does everyone thing of hosted products compared to in-house implemented products.

Jamal

I have found Sales-n-Stats software and along with chat tools it includes analytics features and various kreports. I'm going to test a free version and see how it works actually...

Member Avatar for Infrenion.com

I would recommend LivePerson, CCS (Click Chat Sold) or ProvideSupport. I have personally used them.

Member Avatar for Dani

LivePerson is pretty popular.

Member Avatar for musicbox

phplivechat is fine, or else you can register on www.meebome.com or

Member Avatar for rei12

Also take a look at www.j-LiveSupport.com
We have been using it for a while. You may use any Jabber client for the chat, pretty cool feature.

Member Avatar for simmonj

Yeah, I would recommend www.j-livesupport.com too. I am personally using it on my notebook and mobile phone when I am out of office. It is pretty good.

Member Avatar for Sabrina_Gage

Hi, you may give Comm100 Live Chat a try. It's free, hosted and with abundant features. :);)

SNIP

Edited by happygeek because: fake sig snipped
Member Avatar for sweet.momy.mary

try

only 6 cents per minute billing

i'm very satisfied with the service they've provided me so far

Edited by sweet.momy.mary because: smiley
Member Avatar for Gimilia

123 live help can meet your needs, you can download one to test.

Member Avatar for Gimilia

what does everyone thing of hosted products compared to in-house implemented products

Member Avatar for Gimilia

what are the main differences between paid and the freebie live chat software?

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