Live chat systems are valuable resources for various types of companies dealing with sales and customer service. These tools help representatives interact with potential clients, which can boost conversion rates and lead generation.

Overall, live chat apps help companies build trust, improve customer service, and enhance user experience. Still, finding the best solution can be challenging because there are countless options available.

Two of the more popular ones include LiveChat and 3CX. Both offer benefits to individuals and companies hoping to build better relationships and take their brands to the next level. This article explores each option in detail to help you determine the best solution. Let’s dive in!

LiveChat Overview

Implementing LiveChat on your website comes with many benefits, such as proactive engagement with customers, improved user satisfaction, increased conversions, and immediate support. This tool turns your business goals into a reality.

It offers many features to improve communication, which include:

Chat Functionalities

LiveChat offers several chat functionalities you can leverage on your own website, such as:

• Chat ratings
• File sharing
• Notifications
• Chat transfers
• Inactivity messages
• Chat tags
• Canned responses
• Rich messages
• Chat archives
• Message sneak-peaks

Ticketing

Since 3CX is primarily a helpdesk, you’re probably wondering how LiveChat compares. Though it doesn’t come with one, you can integrate with HelpDesk, which offers a free 14-day trial period. Here are the features available:

• 24/7/365 support
• GDPR compliance
• Data security
• Automation
• Customer message management
• Collaboration
• Integrations with various tools

Reporting

It’s important to have decent reporting capabilities to show what’s working. LiveChat offers these analytics:

• Dashboard
• Filters
• E-commerce reports
• Customer reports
• Agent reports
• Data export
• Chat reports
• Data summaries

Integrations

Having a live chat solution that integrates with your current systems and applications is essential. 

With LiveChat, you’ll enjoy these integrations:

• LeadSquared
• Pipedrive
• Gold-Vision
• HubSpot
• Salesforce
• Apple Message for Business
• WhatsApp for Business
• Instagram for Business
• Facebook

Pricing Structure

You’ll find four tier levels of LiveChat: Starter, Team, Business, and Enterprise. Let’s discuss each one in more detail.

The Starter package is $20/month if billed annually ($24/month if billed monthly). This is the basic tier level, so you’ll only get a few features, such as One Assistant, traffic tracking for up to 100 visitors, and monitoring for apps, websites, and more.

Next, you’ll find the Team package, which is $41/person if billed annually ($49/person if billed monthly). This comes with the basic features of Starter, though you’ll get three sources for reply suggestions, SMS capabilities, tracking for up to 400 visitors, pre-chat/post-chat surveys, canned responses, and more.

If you choose the Business package, it’s $59/person if billed annually ($69/person if billed monthly). It comes with the features found at the Team level, though you’ll get 10 sources for reply suggestions, tag suggestions, chat summaries, and much more.

Finally, you’ll find the Enterprise package, which comes with all the features available on LiveChat. However, you must request a call to receive a quote based on your needs.

3CX Overview

Now, let’s turn our attention to 3CX, which is a business communication system designed to replace your traditional PBX (private branch exchange). Ultimately, it’s an all-encompassing solution for live chat, messaging, video conferencing, and calls. 

Chat Functionalities

When you choose 3CX, it’s easy to adopt the most effective live chat strategies for your website because of these features:

• WhatsApp for teams
• Customer history
• WordPress plugins (free)
• Team collaboration
• Zero-cost solution (if you have the phone system)
• Easily switch to a call when necessary

Ticketing

Since 3CX offers an integrated call center, you will have advanced features like ticketing. If someone has an issue the agent can’t fix, easily escalate it to another professional. 

Reporting

Creating reports that are easy to understand is crucial because you need to know which agents are performing well. 3CX offers analytical tools, though it’s primarily for calls. Still, you can use WordPress plugins to help you generate them for live chat only.

Integrations

While 3CX does offer a few integrations, there aren’t as many as with LiveChat. Here are your options:

• WordPress
• Zammad
• WhatsApp
• Zoho Desk
• MS Teams
• A handful of CRM systems
• Microsoft 365

How 3CX Integrates with Your Phone System

Using 3CX is quite simple, and it integrates with your current phone system. Simply sign up for the free trial or free version if you only have 10 users. You’ll receive a business number, live chat, video conferencing, remote work capabilities, and much more.

Overall, you will need a SIP trunk if you wish to place calls outside of your company and must have a phone number customers can call. 3CX doesn’t offer bundles, but this also means you won’t be hit with long-term contracts or hidden charges.

Advantages of Using 3CX

If you’re already using the 3CX system, it’s cost-effective because live chat is available for free, as well as WhatsApp and WordPress plugins for your website. 

Likewise, 3CX offers a forever free plan for those with fewer than 10 agents. It’s easy to upgrade to a paid tier level when the time comes.

Pricing Structure

You’ll find four 3CX pricing plans available:

• 3CX SMB Free – This is a free-forever plan for up to 10 users. You’ll enjoy three desk phones, welcome messages, mobile/desktop apps, talk links, routing for business/holiday hours, video conferencing, WhatsApp, team messaging, live chat, and more.
• 3CX SMB – This plan costs $195 (billed annually) and is per system (each with up to 20 users). You’ll receive the same perks as with the free version but will upgrade to unlimited desk phones, SMS support, listener barge-in, call queues, and more.
• 3CX Pro – With this plan, you’ll pay $195 (billed annually). It is a per-system solution for up to 10 users and 4SC, and It’s also non-hosted. You’ll receive the same perks as with 3CX SMB, along with dedicated installation, CRM integration, call recording, SMS/MMS support, Microsoft 365 integration, and hot desking.
• 3CX Ent – The enterprise tier level costs $245 (billed annually) for 10 users and 4SC and is also unhosted. It offers all the features of other plans plus start/stop call recording, skill-based routing, MS Teams, and a custom IP phone logo.

LiveChat vs. 3CX: A Feature-by-feature Comparison

Let’s dive into the features of each live chat solution. Check out the table below to understand how they perform in a side-by-side comparison:

Overall, LiveChat is the best solution because it has more integrations than 3CX, offers reporting capabilities on more than calls, and includes inactivity messages.

Choosing the Right Platform: LiveChat vs. 3CX

If you’re looking for a dedicated live chat solution for your business and need advanced features, LiveChat is the best choice. It offers over 200 integrations, includes mobile support, and has a wide range of reporting capabilities. Overall, it’s suitable for larger companies, but it can still work for SMBs and start-ups because it’s a low-cost system.

Alternatively, businesses that already use the 3CX phone system can enjoy live chat functionality for free. Though it’s a basic option, it will integrate with WhatsApp and WordPress, and the price is right. If you own a small company, you’ll reap the benefits. However, larger corporations may find that the cost outweighs the perks.

Not Satisfied? Consider Chatway

Chatway, a recent addition to the live chat arena, comes packed with features that position it as a formidable contender against its competitors. And here’s the kicker—it’s completely free of charge.

That’s right, you can integrate this live chat software into your website without spending a dime. It’s a no-brainer, really. Plus, Chatway boasts a range of basic and advanced features, simplifying communication for you every step of the way.

Endless Conversations: With no limits on the number of interactions, you can engage in countless chats with website visitors or customers, making this feature a standout benefit of our free live chat app.

Segmentation: Utilizing tags, custom data, and segments, chats can be grouped based on various criteria such as conversation topics, customer location, or the handling agent, facilitating efficient organization and management.

Notifications: Agents can receive timely email, web, or mobile alerts notifying them of new chats or customer replies, enabling swift responses and engagement.

Unlimited Agents: Utilize Chatway live chat software to its fullest extent by having numerous agents (support representatives) handle chats simultaneously. This feature proves invaluable for efficiently managing customer support, especially during peak hours.

Assigning Chats: Chats are allocated to specific agents based on their expertise or availability, ensuring customers are connected with the most suitable agent to address their needs effectively.

Chat Supervision: Supervisors have the ability to monitor ongoing chats and intervene to assist agents if necessary, ensuring high-quality customer service standards are maintained.

Analytics: Chatway offers essential analytics on live chat activity, including metrics such as resolved and unresolved chats, total chats within a specified timeframe, and more.

Email & Facebook Messenger Integrations: Chatway seamlessly integrates with existing email and Facebook Messenger accounts, consolidating all customer conversations into a single, manageable platform.

Mobile Accessibility: Empower agents to stay connected and responsive even while on the move with the convenience of accessing and managing chats through our mobile app.

Confidential Notes: Agents can seamlessly integrate private notes into chats, ensuring that sensitive information or internal discussions remain confidential and unseen by customers. This feature facilitates efficient tracking of conversation details and enables seamless information sharing among agents.

Widget Customization: The live chat widget’s appearance and style can be customized to align with your website’s branding, ensuring a cohesive and professional user experience.

Multilingual Support: The live chat interface supports messaging in multiple languages, catering to diverse customer bases and facilitating seamless communication across different regions.

Conclusion

Learning the right etiquette rules for live chat will help you build trust and communicate effectively with your potential customers. Still, you need the best system in place for contacting them where they are.

Both LiveChat and 3CX offer live chat capabilities. It’s best to try out both to see which one will work for you.

If you don’t already have the 3CX phone system, it might take longer to set things up and teach everyone how to use it. Ultimately, you learned about both options and can make a more informed decision based on your needs.