Excellent customer service is crucial for the success of a company. Live chat software offers the opportunity to respond quickly and efficiently to customer needs, thus increasing customer satisfaction. But which live chat solution is best suited to your business?
In this article, we compare leading German and international providers such as Chatarmin, Userlike, MessengerPeople, Superchat, Zendesk, Smartsupp and Tidio. We look at their features, prices, pros and cons so you can make the best choice for your business.
What is live chat software?
Live chat software enables companies to communicate directly and quickly with their customers in real time. Via a chat window on the website, visitors can ask questions, raise concerns and receive immediate support without having to switch channels.
By using live chat software, companies benefit from improved customer satisfaction and increased efficiency in customer service. Customers appreciate the quick and uncomplicated help, while employees can work more productively thanks to the clear interface and practical functions such as text templates or chatbot support.
Advantages of live chat software for your company
Integrating live chat software offers you a variety of advantages that will have a positive impact on your business. By using live chat, you can increase customer satisfaction, improve customer service efficiency, and ultimately even increase your conversion rate.
Improved customer satisfaction
Live chat software offers your customers the opportunity to get answers to their questions quickly and easily. This direct contact builds trust and strengthens the bond between customers and your company. Prompt assistance makes customers feel valued and more satisfied with the service.
Increased customer service efficiency
Live chat software enables your customer service team to process multiple requests at the same time. Unlike phone calls, agents can communicate with multiple customers at the same time, increasing efficiency. Frequently asked questions can also be answered quickly using predefined answers or chatbots, which saves even more time.
Increase in conversion rate
Studies show that visitors to a website who use live chat and receive support during the purchase process are more likely to complete a purchase. Through direct interaction, ambiguities can be eliminated and purchase decisions can be positively influenced. A higher conversion rate ultimately leads to more sales for your company.
Live Chat Software 1: Chatarmin
When it comes to live chat software for the German-speaking market, Chatarmin stands out as the leading solution. With its sophisticated features and user-friendly interface, Chatarmin offers everything you need to take your customer service to the next level.
AI-powered chatbots for automated 24/7 support
One of Chatarmin's highlights is the powerful WhatsApp chatbot, which uses artificial intelligence and natural language processing to understand and respond to customer inquiries. Thanks to this automation, a virtual assistant is available to customers 24/7 to answer common questions and noticeably reduce the workload on your customer service team.
Flexible customization options for specific business needs
Every company has its own requirements for live chat software. That's why Chatarmin can be flexibly adapted to individual needs. Whether it's the design of the chat widget, the configuration of the AI chatbots or the setup of routing rules, Chatarmin allows companies to tailor the solution to their target group and processes.
Seamless integration with existing systems and tools
Chatarmin integrates seamlessly into the existing software landscape. Thanks to system integrations with common CRM, help desk and shop systems, customer data can be managed centrally and processes optimized. This makes live chat part of a holistic ecosystem for efficient customer service.
| Advantages of Chatarmin | Description |
|---|---|
| AI chatbots | Automated support around the clock through intelligent chatbots |
| Flexible customization | Individual configuration of design, chatbots and routing rules |
| System integrations | Seamless connection to CRM, helpdesk and shop systems |
Live Chat Software 2: Userlike
Userlike is a comprehensive live chat software that is specifically tailored to the needs of customer service. With its wide range of features and integrations, it offers an all-in-one solution for companies that want to optimize their customer support.
Customizable chat window
One of Userlike's highlights is its flexibly designable chat window. Companies can adapt the design to their corporate identity, creating a seamless user experience. The option to customize the chat window strengthens brand identity and promotes customer trust.
Strong support features
Userlike scores with powerful features that make customer service easier. Intelligent employee routing ensures that requests are automatically routed to the most appropriate employee. Userlike also offers AI-powered live translations that enable seamless communication with international customers.
Integration with business tools
To optimize your workflow, Userlike can be connected to popular business tools such as Slack and Salesforce. These integrations allow you to manage customer data centrally and improve the flow of information between different departments. This leads to greater efficiency in customer service and better team collaboration.
| Advantages | Disadvantages |
|---|---|
| Extensive range of functions | Higher price compared to some competitors |
| Individually customizable chat window | Training period required for more complex functions |
Live chat software 3: MessengerPeople
MessengerPeople, now known as Sinch Engage, specializes in customer communication via WhatsApp Business and other messenger apps. The software enables companies to send targeted advertising campaigns and newsletters via WhatsApp, allowing them to engage directly with their customers. By using messenger marketing, companies can address their target group in a personalized way and achieve greater customer loyalty. MessengerPeople offers a user-friendly platform for this purpose, enabling WhatsApp Business to be effectively integrated into customer communications.
Advantages and disadvantages of MessengerPeople
| Advantages | Disadvantages |
|---|---|
| Specialization in messenger marketing | Less sophisticated website live chat |
| Targeted advertising campaigns via WhatsApp | Lack of features for comprehensive customer service |
| Personalized customer communication | No screen sharing or video calling features |
While MessengerPeople offers a strong solution for messenger marketing, its website live chat is less sophisticated. For companies that want to provide comprehensive customer service, features such as screen sharing and video calls, which are available in other live chat software, are missing.
Live Chat Software 3: Superchat
Superchat is a young German provider of live chat solutions that specializes in the integration of various messaging apps. Instead of a classic website chat, Superchat enables the seamless integration of popular communication channels such as WhatsApp Cloud API, Telegram, SMS and email into customer service.
Superchat enables companies to reach their customers where they prefer to be: on their favorite messaging apps. By bundling different channels into one platform, customer inquiries can be processed efficiently and centrally, without having to switch between multiple applications.
| Advantages | Disadvantages |
|---|---|
| Integration of various messaging apps | Limited range of functions |
| Simple operation | No chatbots available |
| Reputation management function | Limited expansion options |
Reputation management through reminders about online reviews
A special feature of Superchat is its integrated reputation management. After a conversation has been successfully completed, customers can be automatically reminded to leave an online review via chat message. This helps to improve the company's visibility on search engines and review portals and to strengthen the trust of potential new customers.
Overall, Superchat is a solid choice for companies that value an uncomplicated integration of messaging apps into their customer service and can do without advanced features such as chatbots.
International live chat software at a glance
In addition to the leading German providers of live chat software, there are also established solutions on the international market. These software programs offer similar features to their local competitors, but are often more geared towards global customer service. For companies with an international focus, they can be a good choice to ensure seamless customer service worldwide.
Some of the best-known international providers are:
- Zendesk
- Smartsupp
- Tidio
These international live chat software providers are characterized by extensive features, multilingualism and the ability to integrate with various business tools. This is how they can meet the needs of companies that operate in several countries and need to serve customers in different languages.
| Software | Features | Suitable for |
|---|---|---|
| Zendesk | Comprehensive platform with CRM and ticket system | Larger companies with complex requirements |
| Smartsupp | Affordable solution with basic features | Small teams with limited budgets |
| Tidio | Intuitive chat tool with chatbot builder | Companies that rely on automation |
When choosing an international live chat software, companies should not only consider the range of functions, but also data security and GDPR compliance. By using such a solution, they can improve their customer service globally and remain competitive.
Live Chat Software 4: Zendesk
Zendesk is a comprehensive customer service platform from the USA that combines numerous customer support tools. The software connects a live chat with telephone support, email management and a powerful ticket system.
Due to the large number of functions, Zendesk appears complex at first glance, but at the same time it offers a great deal of flexibility for companies. The integrated live chat itself is rather simple, but can be expanded through numerous integrations and apps.
| Advantages | Disadvantages: |
|---|---|
| Comprehensive customer service platform | Complexity due to the multitude of functions |
| Combines live chat, phone, email, and ticketing system | Live chat itself is rather simple |
| Numerous integration options and apps | Higher price compared to specialized live chat tools |
Combined software with CRM and ticketing system
A special feature of Zendesk is the integration of a CRM system. This allows customer data to be managed centrally and seamlessly integrated into customer support. The powerful ticket system makes it possible to efficiently process customer inquiries and keep track of them.
Extensive range of integrations
Zendesk offers an impressive range of integrations and apps to extend the functionality of the platform. From popular business tools like Slack and Salesforce to specialized solutions, companies will find numerous options for customizing Zendesk to their individual requirements.
Live Chat Software 5: Smartsupp
Smartsupp is an affordable live chat software from the Czech Republic that was developed specifically for small teams and sole traders. The intuitive platform makes it possible to quickly and easily integrate live chat on a website, via email or Facebook Messenger.
With Smartsupp, companies can offer their customers efficient customer service without breaking their budget. The software scores with a clear user interface and a solid range of basic functions, which is sufficient for most small teams.
| Advantages | Disadvantages |
|---|---|
| Simple operation and integration | No advanced features such as chat tagging |
| Website, email and Facebook Messenger support | No pre-made message templates |
Although Smartsupp does not offer extensive extensions such as chat tagging or pre-made message templates, the affordable live chat software impresses with its user-friendliness and attractive price. Smartsupp is a particularly recommended choice for small teams looking for a straightforward solution.
Live chat software 6: Tidio
Tidio is a user-friendly live chat software from Poland that focuses on the most important functions. The intuitive interface enables even inexperienced users to quickly get to grips with the tool and set up an efficient customer service.
The software offers all the basic functions necessary for smooth customer support. These include a simple ticket system for managing customer requests and a chatbot builder for creating automated conversation flows.
| Advantages | Disadvantages |
|---|---|
| Intuitive user interface | Limited expansion options |
| Simple ticket system | No video call function |
| Chatbot builder for automated dialogues | No screen sharing possible |
| Affordable price and free trial version | Limited integrations |
Simple ticket system for small businesses
Tidio's ticketing system is particularly suitable for small businesses that want to manage their customer queries efficiently. It provides a clear overview of all open and closed tickets, making it easier to coordinate with the support team.
Chatbot builder for automated conversation flows
With Tidio's chatbot builder, automated dialog flows can be created without programming knowledge. This means that frequently asked questions can be answered around the clock, while the support team can focus on more complex issues.
Criteria for choosing the right live chat software
When choosing live chat software for your business, there are some important criteria to consider. You can only realize the full potential and improve your customer service if the software is optimally suited to your requirements. We have summarized the most important points for you.
Range of functions and expandability
When choosing live chat software, make sure that it offers all the features you need for your customer service. These include, for example:
Chatbot automation Integrations with your existing business tools Mobile app for use on the go
In addition, the software should be scalable to grow with your business.
User-friendliness for customers and employees
A user-friendly interface is crucial for both your customers and your customer service staff. The live chat software should be intuitive to use and enable smooth communication. Look for features such as:
- Simple navigation and a clear design
- Quick setup and customization to match your corporate design
- Efficient conversation management for your employees
GDPR compliance and data security
When choosing a live chat software, it is essential to comply with the GDPR and ensure a high level of data protection. Make sure that the provider:
- Operates its servers in Germany or the EU
- Encrypts and securely stores your customer data
- Offers you the option of deleting data if you wish
German providers such as Chatarmin are often the better choice here, as they comply with strict data protection guidelines and ensure a high level of data security.
How to successfully integrate live chat software into your business
Introducing live chat software to your business requires careful planning and implementation. First, you need to define your specific goals and requirements for the software. Consider which features are important for your business and how live chat can be integrated into your existing processes.
After selecting a suitable provider, the software is installed and configured. Make sure that the integration goes smoothly and that the software is seamlessly integrated into your website and other systems. Train your employees to use the new software and define clear responsibilities.
To use live chat effectively from the start, consider the following:
Define clear chat times when your employees are available to answer customer inquiries Create quick replies for frequently asked questions to save time Use chatbot automation for an initial pre-qualification of inquiries and to relieve your team Integrate live chat into your CRM system to centrally manage customer data
With a well-thought-out strategy and careful implementation, the introduction of live chat software can help your company improve customer service, increase conversion rates and work more efficiently overall. Rely on a step-by-step integration and continuous optimization to exploit the full potential of live chat.
Live Chat Software: Frequently Asked Questions
One of the most important questions is: how does live chat improve customer service? Live chat enables your customers to communicate directly with your team and get answers to their questions quickly. This increases customer satisfaction and the likelihood that they will buy from you again.
What features are important in live chat software? Here is an overview of the most important features:
| Feature | Description |
|---|---|
| Chatbot integration | Automated answering of common questions |
| Offline messages | Customers can also leave messages outside of business hours |
| Chat routing | Assigning chats to the most appropriate employee |
| Analytics & Reporting | Evaluating chat data to optimize customer service |
Another common concern is how to integrate live chat into your website. Most live chat software providers offer easy-to-implement code snippets that you can insert into your website. Integrations with popular content management systems such as WordPress are also often available.
Last but not least, many people are interested in the costs. Prices for live chat software vary depending on the provider and the range of functions required. Many providers have flexible, scalable pricing models where you only pay for what you actually use. It's worth comparing different options and choosing a live chat software that suits your needs and budget.
Conclusion: Chatarmin as the best live chat software
After a thorough analysis of various website chat software for the German-speaking market, Chatarmin emerged as the clear favorite. The software scores with a wide range of features and clever automation through AI-powered chatbots.
Thanks to flexible customization options and seamless integrations, Chatarmin is suitable for companies of all sizes and industries. This live chat software provides a smooth entry into the digitalization of customer service, so that you too can increase your customer satisfaction.
Last but not least, Chatarmin meets the highest data protection and security standards. As a GDPR-compliant all-in-one software, Chatarmin enables trustworthy communication with your customers and offers first-class live chat support. All in all, Chatarmin is the best live chat software - a must-have for future-oriented companies that improve customer satisfaction.
