LIVE CHAT SUPPORT SOFTWARE

Live chat support software enables real-time, text-based communication between customers and support teams through web or mobile interfaces. It is embedded into websites or apps, allowing agents to respond to queries, troubleshoot issues, or guide users through processes instantly. The software often includes features like chat history, typing indicators, pre-chat forms, file sharing and automated greetings.  

It can also integrate with CRM systems, ticketing platforms and knowledge bases to provide agents with contextual data. Live chat reduces resolution time, lowers ticket volume on other channels, and improves customer satisfaction by offering immediate and accessible assistance during key digital interactions.

Look for a platform with core features like real-time messaging, agent routing, and transcript access. But for enterprise support, prioritize capabilities that reduce manual effort and scale efficiently across teams and regions. 

Here are key capabilities to evaluate: 

• AI assistance: Intent detection, suggested replies and chatbot integration 
• Smart routing: Rules based on language, skills, and customer priority 
• Workflow automation: Trigger-based escalation, tagging, and post-chat actions 
• Context integration: CRM, ticketing and knowledge base connections 
• Multilingual support: Real-time translation and language-based routing 
• Video calling: One and two-way video calls without needing any installation 
• Co-browsing: On-screen human guidance for users in real time without accessing private data
• Security controls: Role-based access and audit trails 
• Performance tracking: Agent productivity, CSAT and resolution time metrics 

Also, keep in mind that scalable architecture and strong API coverage are essential for extensibility and interoperability across digital and backend systems.

For enterprises and B2B teams, live chat software provides faster response times, reduced phone and email dependency, and more efficient handling of complex or high-priority customer issues. It enables proactive engagement, real-time escalation, and seamless sharing of documents or links. Integrated context from CRMs or past interactions allows for more informed support.  

In B2B scenarios, where resolution cycles are often longer and more technical, live chat keeps stakeholders updated without requiring scheduled calls. It also helps teams manage global customer bases by supporting asynchronous messaging, regional routing, and multilingual interactions from a centralized support environment.

Live chat is evolving from a reactive channel to a strategic asset. Businesses are adopting it not just for speed, but to improve availability, automate routine queries, and engage customers on their terms. These industry-wide shifts are accelerating adoption across sectors.

Here are key trends to watch:

• AI adoption: Chatbots and AI Agents now handle FAQs, triaging and routing at scale.
• Proactive support: Brands use live chat to engage users even before they reach out.
• Mobile-first experiences: Mobile usage has made in-app chat a core support touchpoint.
• Cloud-based deployment: Ensure effortless global rollout and agent access from anywhere.
• Omnichannel expectations: Customers want seamless chat across web, apps, and messaging platforms.
• Unified support operations: Live chat is becoming a part of centralized, omnichannel service platforms.

Some key performance considerations when scaling live chat to large teams are:

• Scalability requires dynamic agent assignment, smart routing based on skills and workload to prevent response delays.
• Queue management tools and agent utilization metrics to help avoid bottlenecks.
• Supervisor console to offer real-time visibility into team performance, backlog volume, and wait times.  
• Integration with knowledge bases and CRMs to ensure agents have full context.
• Adopt an infrastructure that supports high volumes with minimal delay while ensuring data privacy, user access roles, and audit logging — all necessary for compliance.
• AI assistance/copilots to improve efficiency through auto-responses, sentiment detection and contextual suggestions at scale.

Sprinklr provides a no-code Live Chat Builder that empowers admins to create, configure, and embed live chat with custom layouts and bot-driven flows. It supports guided workflows — including decision nodes, API calls, forms, and conditional logic, such as language and sentiment. 

For escalation, Sprinklr automatically detects urgency based on intent or keywords and proactively nudges agents or supervisors. 

You can manage these workflows centrally across regions and channels, enabling consistent routing and escalation logic.

Sprinklr uses proprietary and generative AI to assist both agents and customers.

AI Agents handle FAQs, gather context and resolve routine issues instantly — freeing up human agents. For complex cases, Agent Copilot supports agents with real-time summaries, suggested replies and automated task completion, improving AHT and accuracy.

AI also detects intent, language and sentiment to route chats to the right agent. Escalations are triggered automatically when tone or complexity increases.

Sprinklr AI surfaces relevant knowledge articles, predicts CSAT outcomes and alerts supervisors during risky interactions. Real-time translation powers smooth multilingual support without delay. All AI features continuously learn and improve over time.

Sprinklr integrates with your websites, mobile apps and in-store kiosks using a lightweight script.

All channels are unified in a single interface, enabling agents to manage conversations without switching tools. Customers can start a chat on one platform and continue on another without losing context. Integration includes native API support, automated handoff between bots and agents, and secure authentication flows where supported. 

Sprinklr’s Live Chat supports multiple languages within a single application, letting brands tailor the chat experience by user and region. Language selection can be defined using browser locale, system logic or custom configuration. This ensures smoother interactions and better accessibility for global audiences.  

Currently, Sprinklr supports 43 languages — including Arabic, Chinese (Traditional and Simplified), French, German, Hindi, Japanese, Korean, Spanish (Latin America), and more.  

This multilingual setup allows enterprises to deliver consistent support across markets without managing separate chat environments per language. It also simplifies deployment for global teams serving diverse customer bases from a single platform.

Sprinklr stands out by combining live chat, AI, and unified service operations in one platform — built for enterprise scale.

• Accessibility and security: WCAG 2.1 Level AA compliant, with PCI-compliant data masking, session control, and secure verification via SSO, OTPs or handshake protocols.
• Agent enablement and remote support: AI-driven suggestions, sentiment detection, CRM context, and remote support via video calls, screen share and live annotations — all from one screen.
• Proactive engagement and guided shopping: Trigger behavior-based prompts, send real-time offers, and support video consultations or live shopping with product search, voucher suggestions and cart creation.

Sprinklr unifies these capabilities, allowing large teams to scale quickly without sacrificing control, security, or customer experience.