Engaging with customers in real-time has become a major strategy for businesses, and Chatway and Tawk.to stand out as two formidable contenders among free website live chat solutions. Both platforms excel in helping businesses deliver swift responses to customer inquiries and engage with website visitors seamlessly.
If you are reading this, it’s highly likely that you’re currently weighing the merits of both options. In this article, we compare Chatway and Tawk.to to provide you with an understanding of their features and differentiators. By the end of this article, we hope you are equipped with the knowledge necessary to make an informed decision that aligns perfectly with your unique customer support requirements.
What is Chatway?
Chatway is a website live chat solution designed to empower businesses of all sizes to effectively engage with their customers in real-time. This platform offers a robust set of features geared towards enhancing customer communication and support. With Chatway, you can seamlessly integrate a live chat widget on your website, allowing visitors to initiate conversations and receive prompt assistance whenever they have inquiries or require assistance.
One of the key strengths of Chatway lies in its user-friendly interface and intuitive design, which makes it easy for both customers and support agents to navigate. The platform also offers customization options, enabling you to tailor the chat widget to match your brand aesthetics and preferences.
Also, Chatway provides valuable insights and analytics to help you track chat performance, agent activity, and identify areas for improvement.
Key features
As a business owner, you’ll find these key features essential for enhancing your customer support:
1. Live Chat: Quickly respond to your customers’ inquiries via live chat for immediate assistance.
2. Full Customization: Personalize the chat widget to match your business’s style and branding, ensuring a seamless integration with your website.
3. Notifications: Stay updated on all incoming messages with email and push notifications, so you never miss an important message.
4. Team Collaboration: Improve the way your team works by assigning chats and sharing private notes for efficient collaboration on customer support.
5. Mobile Apps: Provide support on the go with native mobile apps for iOS and Android devices, ensuring you can assist customers wherever you are.
6. Segmentation: Categorize and label conversations using specific criteria for personalized support tailored to each customer’s needs.
7. Multilingual Support: Interact with visitors in their preferred language, with support for over 20 languages to enhance communication.
8. Multi-platform Support: Utilize Chatway live chat on multiple platforms such as Shopify, WordPress, Wix, Duda, and more, ensuring consistent support across all your channels.
9. Analytics: Gain insights into your support activities to better understand customer interactions and improve your service quality.
10. Email & Messenger Integrations: Consolidate chats from Messenger and email into a single dashboard, making it easier for your support team to manage all your customer communications efficiently.
What makes Chatway a better website live chat than Tawk.to?
- Team Collaboration with Private Notes
Chatway offers a feature called private notes within chat, facilitating improved collaboration among support teams. This feature allows team members to leave notes for each other within ongoing chats with customers or visitors while Tawk.to lacks this feature.
Easy Chat Access via Chat Shortcut
An appealing feature that distinguishes Chatway as a preferred Tawk.to alternative is its convenient chat shortcut, enabling direct access to chats from the contact page. This time-saving feature streamlines communication by providing quick access to conversations, a functionality unavailable in Tawk.to.
User Interface
Chatway boasts a highly intuitive interface that facilitates easy navigation for all users. While Tawk.to also offers an easy-to-use interface, Chatway’s intuitive design surpasses it in terms of user-friendliness and ease of navigation.
Recommended: See how Chatway compares to Tawk.to
What is Tawk.to?
Tawk.to is a free live chat application and customer messaging platform that allows website owners to communicate with visitors in real-time. It provides tools for businesses to engage with their website visitors, answer questions, provide support, and gather feedback. Tawk.to offers various features including customizable chat widgets, message history, visitor monitoring, and integration with popular CMS platforms like WordPress, Joomla, and Shopify. It’s widely used by businesses of all sizes to improve customer support and enhance user experience on their websites.
Key Features
As a business owner, Tawk.to offers you a suite of powerful features to enhance your customer engagement and support efforts:
1. Real-Time Monitoring: Keep track of your website visitors in real-time, knowing who they are, where they’re from, and what they’re browsing. This allows you to proactively engage with them and provide timely assistance.
2. Native Mobile Apps: Stay connected with your website visitors on the go with Tawk.to’s native mobile apps for iOS and Android. Respond to messages and provide support from anywhere, ensuring that you’re always accessible to your customers.
3. Automated Triggers: Set up automated triggers based on various criteria such as visitor actions or time spent on a page. These triggers can prompt chat invitations, helping you engage visitors and increase conversions.
4. Customizable Widgets: Tailor the look and feel of your chat widget to match your brand. Customize the color scheme, text, and placement to seamlessly integrate it into your website’s design.
5. Ticketing Built-in: Convert chat conversations into support tickets for easy follow-up and resolution. This built-in ticketing system helps you organize and manage customer inquiries effectively.
6. Remove Branding: Present a fully white-labeled experience to your website visitors by removing branding from the chat widget. Maintain a professional appearance and keep the focus on your brand.
7. Canned Shortcuts: Reduce your response time with canned shortcuts, pre-written responses to common questions or issues. Streamline communication and improve customer satisfaction.
8. 100+ Integrations: Connect Tawk.to with over 100 third-party applications and services, including CRM systems, help desk software, analytics tools, and e-commerce platforms. Integrate Tawk.to seamlessly into your existing workflows to enhance efficiency and productivity.
What makes Tawk.to a better website live chat than Chatway?
What sets Tawk.to apart as a superior website live chat platform compared to Chatway are its comprehensive offerings, including:
Knowledge Base
Tawk.to provides a robust knowledge base feature, allowing you to create and maintain a repository of articles, FAQs, and guides. This empowers both customers and support agents to find answers to common questions and issues efficiently, reducing the need for direct assistance and enhancing self-service capabilities. While Chatway currently lacks this feature, it is anticipated to be available in the near future.
Screen Sharing
Tawk.to offers screen sharing functionality, enabling support agents to view and interact with customers’ screens in real-time. This feature is invaluable for troubleshooting technical issues, providing step-by-step guidance, and offering personalized assistance, ultimately leading to faster problem resolution and improved customer satisfaction. Currently, Chatway does not offer this feature.
Video and Voice (Addon)
With the optional addon for video and voice capabilities, Tawk.to expands communication options beyond text-based chat. You can engage with customers via video calls or voice calls, offering a more personalized and interactive support experience. This addon enhances Tawk.to’s versatility and ensures you can cater to diverse communication preferences. Chatway does not offer this feature at the moment.
Final Verdict
Summary of findings
After an evaluation of both Tawk.to and Chatway, it’s evident that each platform has its own set of strengths and weaknesses. Tawk.to stands out with its extensive features such as a knowledge base, screen sharing, and optional video and voice capabilities. On the other hand, Chatway shows promise with its user-friendly interface and potential for future enhancements like a knowledge base, Automation, AI writer assistant feature.
Recommendation based on specific business needs and requirements
Your decision should align with your business’s specific needs and priorities. If simplicity, ease of use, and effective collaboration are paramount, Chatway emerges as the optimal choice. Alternatively, if your business demands advanced features like screen sharing and video calls, Tawk.to may better suit your requirements. Reflect on factors such as budget, company size, desired functionalities, and long-term objectives to make the best decision for your business.
Give Chatway a Try
Despite its current limitations when compared to Tawk.to, Chatway shows promise as a live chat platform. With its user-friendly interface and upcoming features like a knowledge base, it’s worth considering as a cost-effective solution for businesses looking to enhance their customer support capabilities.
Sign up for Chatway today and stay tuned for updates and improvements that will further optimize your support processes and customer interactions.
