March 25, 2024

Chatway vs. Smartsupp: Which Live Chat Software Is Better?

You’ve probably heard of things like knowledge bases that make it easier for customers or employees to get information, but have you considered live chat software for your website?

Live chat offers many benefits, including real-time conversations with customers, a competitive advantage over your competitors, higher sales, and more leads. Understanding its importance is only the first step. You also have to consider the many options available for your business.

Chatway and Smartsupp are two of the most popular live chat software solutions available, though they’re only as great as the agents you hire. Therefore, it’s important to understand the differences and similarities between the two.

Our comparison focuses on the features, functionalities, and user reviews of both Chatway and Smartsupp. We will also compare both products and help you decide which one might be best for your particular needs. Let’s dive in!

Overview of Chatway Live Chat Software

Chatway is an excellent live chat app that will help you deliver quick responses to your website visitors and customers. Though it’s important to track specific metrics to ensure your strategy is working, you can reduce cart abandonment, have happier and more loyal customers, and boost online conversions when you use such a system.

You can deliver the best customer service when users need it most while using the Chatway app. Talk to your visitors through the live chat feature, ensuring that users are happy and offer assistance when necessary.

Features and Functionalities

You probably know the benefits of using multi-channel messaging, which is simply talking to customers where they shop (social media, websites, and more). With Chatway, you’ll enjoy these features:

• More Customer Satisfaction – Chatway helps you offer personalized and fast customer support. People will be happier because they receive answers when they need them most.
• Easy Communication – When you use Chatway, you can host multiple agents from one platform, allowing them all to communicate on Facebook Messenger, email, and chat from a single dashboard. It’s so much easier to assign conversations to specific employees.
• Mobile Applications – The goal is to live chat with your customers, regardless of where they are. In most cases, they’ll be using a mobile app, and Chatway is compatible with both Android and iOS devices.
• Analytics – It’s easy to learn how effective your live chat software is with Chatway. Choose a specific timeframe, and check out agent activities and operations with ease.
• Conversation Histories – Sometimes, you’ll need to go back through a conversation to look at what the agent or customer said. It’s possible to do that with Chatway, and it’s easy, as well.
• Many Integrations – Whether you want to offer live chat through Shopify, Wix, Facebook, or something else, Chatway has you covered.
• Completely Free – There’s absolutely no charge to use Chatway, and all the features are available. Enjoy unlimited conversations and multiple team members/agents.

With all of these features, it’s easy to ensure that your customers are happy with your services or products!

User Reviews

It’s easy to appreciate the benefits of live chat, including 24/7 availability and an improved customer experience. Most people who have used Chatway seem to like it. Here are a few of the points users often mention:

• Straightforward setup process
• Easy to use
• Streamlined dashboard
• Includes the most important features
• Compatible with multiple stores and themes
• Excellent mobile application
• Helpful customer support

Overview of Smartsupp Live Chat Software

Setting up a knowledge base is helpful so that your employees can easily find information as they go. However, live chat will allow them to converse with customers more efficiently.

Smartsupp helps your team deliver a more personalized experience by combining video recordings, chatbots, and live chat. With these tools, you can connect with customers efficiently, identifying their needs and requirements.

More than 50,000 websites and eCommerce shops use Smartsupp. Its mission is to help companies turn visitors into repeat customers. 

See how Chatway compares to Smartsupp

Features and Functionalities

Understanding why your website needs a live chat software is the first step. However, choosing the right solution is imperative. Here are a few noteworthy features of Smartsupp:

• Mobile App – You can download a dedicated mobile app and use Smartsupp on the go. It works for both Android and iOS devices, allowing team members to answer questions anywhere.
• Video Recordings – Smartsupp actually records visitor movements, allowing you to see which pages deal with the most traffic. If people tend to get lost, you’ll determine where that happens, making it easier to improve your site or eCommerce shop and ensure a smoother experience for everyone.
• Chatbot – Chatbots are different than live chat solutions. With the former, the robot will answer questions, help people with shopping issues, collect leads, and more. However, users don’t speak to a real person. This is ideal for FAQs, but it’s often best to have a human on the other end for order problems.
• Many Integrations – It’s easy to set up your chatbots, video recordings, and live chat solutions on Facebook and in email. Offer assistance to customers when they need it most, helping them instantly and ensuring they’re happy and willing to return.

User Reviews

Whether you’re looking to reduce customer service response time or catch customers when they’re interested but unsure of buying, a live chat software can help. Smartsupp is a decent choice, but it’s important to look at user reviews to get the full picture.

Many of the reviews are positive and mention things like:

• Option for video recording
• Great customer support
• Easy to use
• Ability to close sales on the go through the mobile app

It’s also important to note what the negative reviews say, as these can often give you more insight into the company as a whole. Smartsupp users often list these cons:

• Inability to send attachments or files in chat
• Could have more integration options
• Higher price than other options, including Chatway
• Lag times for website visitor notifications

Comparison of Key Features

Now that you know more about each product, it’s time to compare their key features:

User Interface and Customization Options

Both Chatway and Smartsupp are easy to navigate, set up, and use. Plus, they’re both customizable. Redesign the appearance of the chat widget to align with your company’s brand. 

Integration Capabilities with Other Platforms

Chatway also offers many integrations, including Wix, Shopify, and Duda App.

While Smartsupp also offers integrations, they aren’t available through the free plan. You’d have to pay if you wish to use Facebook Integration. However, it does work with major platforms, including OpenCart and Magento.

Pricing Structure and Affordability

Most people are looking to spend as little as possible for a live chat tool, and Chatway is the winner here. It’s currently completely free to use, and you get all the features, too!

Though Smartsupp offers a free plan, it’s very limiting. For example, you only get live chat, can bring in one agent, and will only receive a history of your conversations for the last 14 days.

The Standard plan is only $19.50 per month and offers email, live chat, and FB messenger, three agents, and up to one year of conversation history. 

Customer Support Options

There are bound to be minor setup issues when onboarding a new tool, and Chatway makes it easy to talk to someone. Fill out a form, use its live chat feature, or visit the help center to get more information.

Alternatively, Smartsupp only offers customer support to those on a paid plan. Email is the only choice for Standard, though Pro members receive priority support.

Security and Data Privacy Considerations

Both live chat software options protect the data you save and secure everything. However, neither one offers detailed information about this in an effort to prevent hackers from learning tricks to access your credentials.

Final Verdict

While Chatway and Smartsupp both offer data privacy and security, the latter might not be the best solution if you aren’t tech-savvy. Likewise, you will have to pay for more features and customer support. While it might be suitable for large corporations, it’s not ideal for SMBs.

If you own a small company or simply want to enable live chat without the hassle, Chatway is the better solution. Sign up for free with Chatway today.