 Name | LiveChat | Olark | SnapEngage | Smartsupp | Lime Talk | Formilla | Vision Helpdesk |
|---|---|---|---|---|---|---|---|
| Image |  |  |  |  |  |  |  |
| Website | livechatinc.com/... | olark.com | snapengage.com | smartsupp.com | limetalk.com | formilla.com | visionhelpdesk.com |
| Description | LiveChat serves as a premium live chat and help
desk software for online sales and customer service. LiveChat allows online businesses to interact with customers on their website and be more accessible. Easy to use and customize, LiveChat reduces the number of customer emails and calls, helping increase sales and improve customer satisfaction. Key LiveChat advantages:
Why LiveChat livechatinc.com/... Product Tour livechatinc.com/... Features list livechatinc.com/... The fastest way to help customers | Olark is the most beautiful and effective way to talk to your customers for sales and support. And we make it super easy for you! Solve customer problems before they have a chance to click away. Give customers the answers they need immediately and gain powerful insights about what they want for relationships that last. Olark has powerful features to give you access to visitors and their behaviors. Make your business (and your site) look good and keep your customers coming back. | SnapEngage is a simple and streamlined live chat service. Engage with your visitors and improve your conversion. Live chat with your visitors From your favorite instant messenger or mobile device. Keep all your conversations in your existing CRM or Help Desk. | Smartsupp is your personal shopping assistant. It combines live chat and chatbots to save your time and help you turn visitors into loyal customers. Smartsupp is one of the most popular products in Europe with 50 000 active European webshops and websites. Why choose Smartsupp?
| Lime Talk is a simple online chat application for
your website that allows you to be available for your website's
visitors - the same way you are available for questions in a real
store. If your visitor has a question, they can use Lime Talk to send that question and you can reply in a matter of seconds. You can use Lime Talk while sitting at your computer or even use your mobile device (phone,tablet, etc..) while on the move. Install the fully customizable Lime Talk chat widget on your site and try out all the features for 15 days free of charge! Registration takes just a couple of seconds. | Formilla.com provides live chat and in-app messaging tools for your
website. With over 12,000 customers worldwide, companies use our
software for lead generation, and to improve customer support by
chatting with their website visitors using our simple web interface
and iPhone/Android mobile apps. We have one of the easiest-to-use platforms on the market. Try us out and find out why customers prefer Formilla.com! Features listed here: formilla.com/... Pricing listed here: formilla.com/... | Vision Helpdesk is extensive customer service software offering four products to manage customer service for all-size businesses. Help Desk Software, Satellite Help Desk, ITSM Service Desk Software, and Live Chat Software. |
| Video |  |  |  |  | |||
| Number of paid customers | 16,000 | 10,000 | |||||
| Free trial period | Yes 14 days, no credit card required. | Yes Free plan, & all paid plans have 14 days free trial | Yes 15 days | Yes 15 days | Yes 15 days, no credit card required. | Yes 30 Days | |
| Pricing plans |
There's no limit of active chats going at any one
time. |
Save 35% with a 2 year commitment. |
|
| Unlimited version starting from $4,2 / month. |
All sign-ups first start with the Premium Plus 15-day
trial | $12/month per agent |
| Launch date | Jun. 25th 2002 | Aug. 1st 2009 | Oct. 1st 2008 | Apr. 1st 2013 | Jan. 1st 2012 | Nov. 1st 2013 | Jan. 1st 2007 |
| Features | |||||||
| Web-based Application | Yes Compatible with all up-to-date browsers. | Yes | Yes | Yes | Yes | Yes Compatible with all up-to-date browsers. | Yes |
| IM (Google Talk, Jabber...) integration | No LiveChat is based on secure proprietary technology - independent from 3rd party protocols (Jabber) | Yes XMPP (Jabber) | Yes | No | |||
| Desktop Applications | Yes Desktop apps for Windows and Mac OS X. | Yes through IM clients | Yes Through Google-talk and Skype IM clients on both Mac and Windows | Yes XMPP (Jabber) : Pidgin, Adium | Yes through IM clients | Yes Windows Desktop App, Mac OS X coming soon | - Web Based |
| Native mobile application | Yes Mobile applications for iPad, iPhone, and Android devices. | No No native app, but any Jabber/XMPP app will work | No No native app (any Google Talk client or Skype) | Yes XMPP (Jabber) : Xabber (Android), IM+ Instant Messenger (iOS, Windows Phone) | - | Yes Native apps for iPhone/iPad and Android devices | Yes |
| Works for customers on mobile devices? | Yes Optimized for mobile devices does not require Flash to work. | Yes | Yes | Yes fully responsive chat box | Yes | Yes Works on all major mobile browsers (responsive) | Yes |
| Chat statistics | Yes Reports and analytics are focused on measuring customer service efficiency (quantity, performance, handle times) and chat-to-sale conversion (eCommerce goals). | Yes | Yes Detailed Chat Statistics available in the SnapEngage Dashboard + Google Analytics Integration | Yes | Yes | Yes | Yes |
| Multi-site | Yes There's no limit. One account can be used to manage multiple websites. | Yes | Yes Unlimited in all plans | Yes no extra charge | Yes no extra payment | Yes Yes, the Premium Plus package supports multi-site licenses. | Yes |
| Multiple operators | Yes Every user can have their own account. Different agent roles available. | Yes | Yes | Yes | Yes | Yes Each chat agent can have their own unique email login and password | Yes |
| Conversation transcripts | Yes Chat transcripts are stored in LiveChat. Option to export archived transcripts. | Yes | Yes | Yes | Yes | Yes Yes. Enable chat transcripts to each agent, or globally to multiple email addresses. | Yes |
| Offline messages | Yes Offline messages are saved as tickets, forwarded to a help desk or email address. | Yes Messages sent to an email address(es) or into a CRM. | Yes | Yes | Yes | Yes Yes. Automatically converts to offline messaging outside of your defined schedule and sends an email notification for any customer submissions. | Yes |
| Cobrowsing | Yes With the use of a 3rd party application. | Yes push webpages | Yes | Yes Screen recording | - Monitor what page URL the customer is on, and see what web pages they accessed on your website. | Yes | |
| Visual customization | Yes Several chat window themes to choose from. CSS customization, branding and white label version are available. | Yes use existing themes or full CSS customization + whitelabel (non-branded) version for an additional fee | Yes Have your own Look'n'Feel customized to your website starting with Businesss plan + whitelabel on Enterprise plan | Yes | Yes | Yes Supports different color themes, text changes, pre-chat form fields, and Advanced CSS for more options. | Yes |
| Visitor details | Yes Detailed information on online visitors include geolocation, IP address, referrer links, time on the website and number of visits, custom events and more. | Yes Geo-location, IP address, browsing time, current & past page details, referrer, No. of visits to site, browser, OS platform, name, email, username, custom data with some API customization, shopping cart info for Shopify and Magento users | Yes User Environment, User IP Address and User Geo Location. Also tracking of visitors navigation across site in real time. | Yes You can also show custom visitor info from your database https://developers.smartsupp.com/examples/identify-customers | Yes | Yes visitor's page URL, referring site, new user vs. returning, IP address, country, region, browser, operating system. | Yes |
| Predefined responses | Yes Canned replies are tag-based - by typing in #tag a corresponding answer pops up. | Yes Using 3rd Party Macros | Yes With shortcuts | Yes | Yes | Yes Unlimited canned responses. Add them with quick shortcuts, also use them on mobile. | Yes |
| International support | Yes 40+ languages available. | Yes | Yes 26 languages | Yes Chat support in English, French and Czech | Yes | Yes 23 languages supported, almost fully customizable front-end widget. Agent dashboard is English only. | Yes |
| Clickpath Tracker | Yes The user's browsing path is displayed in real-time to provide details on visited pages. | Yes | Yes | Yes Visitor recording | Yes See what web pages the visitor has viewed, and the current page they're on. | No | |
| Transfer to another operator | Yes Chats can be transferred back and forth between operators. Chat history is transferred along with the visitor. | Yes type !transfer command to transfer to all available operators, transcript link shows to new operator | Yes Transfer easily between agents, tiers and groups | Yes | Yes | Yes Transfer to other online agents, and include a private message if necessary. | Yes |
| Custom extensions | Yes 60+ integrations available, including Google Analytics, Facebook, Salesforce, Zendesk and many other. | Yes Extensible API (JavaScript plugin architecture) http://www.olark.com/docs | Yes Many integrations including: SAP Business By Design, SalesForce, Zendesk, Desk.com, Basecamp, Highrise, BatchBook, JIRA, Facebook, RapLeaf, FullContact, and many more... | Yes | Yes Integrate with Infusionsoft, Google Analytics, and over 500 apps with Zapier | Yes | |
| Proactive chat triggers | Yes LiveChat detects when visitors take certain actions on the website and issue chat invitations based on those actions. | Yes Fully customizable rule-based triggers | Yes Proactive chat implementation engages with the visitor on behalf of an agent currently online. | Yes | Yes | Yes Very powerful automatic targeting with Smart Messages. Read more here: https://www.formilla.com/blog/how-to-use-the-smart-messages-feature/ | Yes |
| Visitor Monitoring | Yes Monitor the page URL that a website visitor is on and directly engage with them to answer page specific questions. | Yes List of visitors shows inside your IM client buddy list or on the screen if using a web-based option. Can enable notifications for when visitors land on your site. | No | Yes | Yes Fully customizable rule-based triggers. | Yes Real-time visitor monitoring from page to page, time on site, new vs. returning users, location, and more. | Yes |
| Video chat | No | No | No | No Visitor recording | No | No | No |
| Remote screenshot | Yes With the use of a 3rd party application. | No | Yes | Yes Screen recording | No | No | Yes |
| API | Yes Open API | Yes http://www.olark.com/docs | Yes | Yes https://developers.smartsupp.com/ | Yes | - Coming soon. | Yes |
| Social Networks | |||||||
| Like | Likes 53 | Likes 14 | Likes 14 | Likes 8 | Likes 1 | Likes 3 | Likes 5 |
| @LiveChat | @olark | @snapengage | @smartsuppcom | @Formilla | @visionhelpdesk | ||
| facebook.com/... | facebook.com/... | facebook.com/... | facebook.com/... | facebook.com/... | facebook.com/... | ||
| Website | livechatinc.com/... | olark.com | snapengage.com | smartsupp.com | limetalk.com | formilla.com | visionhelpdesk.com |