FEATURE SET: Strong reporting and analytics features allow you to see which search engines and keywords are driving the most profitable Web traffic and conversions. Co-browse, push-page and form-sharing let your reps guide customers through your site and help with checkout. And the operator console is a desktop application that’s intuitive and easy to use.

EASE OF SETUP: Adding chat buttons to a website is fast and simple; they also have a handy online rollout guide that walks you through the setup process in just minutes.

CUSTOMIZATION: Because LivePerson is used on so many websites, consumers are familiar and comfortable with their chat window. There are certain areas of the window that are customizable, but the overall template is consistent from site to site. Overall, LivePerson provides the best chat window and user experience to date.

STABILITY: They dedicate an entire team to monitor server uptime and use only top-rate managed hosting providers. And unlike smaller chat companies, LivePerson invests significant resources in their server infrastructure.

HELP/DOCUMENTATION: In addition to offering 24/7 live support on their own website, LivePerson supplies online tutorials, informative how-to manuals and both self-paced and instructor-led training. Their tech support staff was responsive and knowledgeable when we had questions and needed help.

SUMMARY: Sure, there are lots of companies that offer free live chat technology, but as they say, you get what you pay for. When it comes to software for customer support and online sales, we found that LivePerson’s integrated apps (chat, email, click-to-talk, and knowledgebase), useful features and helpful tech support were well worth its modest monthly fee. Plus, there are no contracts so you can just pay as you go.