Chaport Review 2024: Pros & Cons, Features, Pricing
Welcome to our Chaport review.
Chaport is live chat software that enables brands to communicate with their website visitors in real time.
The platform offers a range of features, including chatbots, canned responses, file sharing, and integration with third-party tools.
The key question: is it worth your time?
By the end of this review, you’ll know the answer, including whether it suits your specific needs.
We’ll dive into Chaport’s capabilities, explore the plans available, and detail what we think are the software’s main pros and cons.
What is Chaport?
Chaport is a live chat tool that allows businesses to communicate with their website visitors in real time. The platform was founded in 2016 by Dmitry Birukov and Pavel Potapov.
The pair wanted to create a simple and efficient way to communicate with their customers. The answer was a messaging platform that helps businesses increase their overall customer satisfaction and conversion rates.
In a nutshell: Chaport is a great tool for businesses of all sizes.
That said, with so many other platforms out there, is it enough to become your live chat tool of choice?
Continue reading for our full review of Chaport. I’ll discuss the pros and cons and a few alternatives, too.
What features does Chaport offer?
Chaport is a popular tool. The key features worth knowing about include:
- Live chat
- Chatbots
- Appearance
- Reports
- Customer support
- Integrations
We’ll explore these features and give you a first-hand look at the tool.
Please note: Some of Chaport’s features are only available in specific pricing plans.
Getting started
When you first log into Chaport, you’ll be taken to a screen that looks like this:
A bot will encourage you to try out the chat features for yourself by following the link.
You’ll also be asked the address of your site and whether you want to install live chat via the installation code.
At this point, Chaport is ready to use.
Live chat
Chaport offers a variety of dedicated live chat features that help businesses provide that all-important customer service. The features include real-time visitor monitoring, auto-invitations for proactive engagement, customizable chat widgets, file sharing, chat history, and integrations with other tools (such as full CRM systems).
We’ll take a look at Chaport’s AI-powered chatbots in the next section, but essentially they can assist with handling simple queries and routing more complex issues to a human agent (when required).
The chat interface loads by default on Chaport, and you’ll begin on a screen that looks like this:
Here, you’re able to search for any previous conversations you’ve had, dating back multiple years if necessary. The central portion of the screen features the chat itself. You activate it by clicking the contact you want to speak to.
The result is a screen that looks like this:
The layout is anything but complex and gives off a simplistic vibe, but I found it seamless to navigate as a result.
At the bottom of the screen, you have the option to view saved replies, insert emojis, and attach and send documents, including images and videos, as long as the latter is under 10MB. This is great for businesses and gives them the option to share files with customers during a chat session in a few clicks.
At the side of the chat, you’ll find your contact details, including their email address, phone number, any notes you’ve made, their website, the source of the contact, location, language, and even their browser. In other words, a lot of useful details which are displayed whenever you need them. A large plus in my book.
There’s little doubt that Chaport is user-friendly and easy to set up then, making it a good option for businesses of all sizes.
It’s worth noting that Chaport keeps a record of all chat conversations, too, enabling you to refer back to previous conversations and provide better customer support.
When I asked if there was a limit on this, a member of the team stated conversations could go back as far as ten years (and more) with seemingly no limit. Something most businesses will find good to know for their record keeping.
You can also transfer chats to colleagues, join a group chat, or view other operators’ chats in real time. There’s a handy pre-chat form that allows you to collect names, emails, phone numbers, and any other info before the conversation takes place as well.
Overall, Chaport’s simple chat appearance hides multiple useful functions, keeping things organized and straightforward but feature-rich.
Chatbots
Chaport’s AI-powered chatbot can help businesses automate their support processes (and improve customer response times), which, on the whole, leads to increased customer satisfaction. According to the latest chatbot statistics, around 80% of people have interacted with a chatbot.
The chatbot itself is powered by natural language processing (NLP) technology, which enables it to understand and respond to customer inquiries in a human-like manner.
For example, it can provide instant answers to frequently asked questions, assist your customers with product recommendations, and, if desired, help with placing orders.
Chaport’s chatbot can be customized to match a business’s branding and tone of voice too, and can be programmed to offer proactive assistance to visitors, such as providing personalized recommendations based on browsing behavior.
To install the chatbot, click the gear icon like so on the dashboard:
From there, click where it says Installation Code:
The space on the right-hand side of the screen will display the code like so:
You can also choose the platform on which to use the chatbot. Chaport offers plugins for key website builders such as WordPress, Wix, and Squarespace, as well as integrations with messaging platforms like Facebook Messenger and Telegram.
Simply follow the instructions for each to install the chatbot. This usually involves copying and pasting a code snippet onto your site or connecting your messaging platform to Chaport.
Note that once the chatbot is installed, you can customize its appearance and behavior from the dashboard. You can set up automated responses to frequently asked questions, create workflows to route complex queries to humans, and even track analytics to measure the chatbot’s performance.
Appearance
Adjusting the appearance on Chaport allows you to customize the look and feel of the chat widget that appears on your site or app.
You can change the color scheme, font size, and style of the chat widget to match the branding of your site or app, making it more visually appealing and user-friendly for your customers.
By doing this, you can create a more consistent and professional look for your brand across different channels, helping you to increase engagement and build trust with your audience. Although it’s not in the same league as the best chatbot builders.
Changing the appearance is simple. On the dashboard, click the gear icon like so:
From there, click where it says Appearance:
On the right-hand side of the screen, you’ll be able to change the chat widget color, the background image, the position of the widget, and more:
Changing your team name is as simple as typing it in. The same can be said if you want to change the name of your chatbot. You’re also able to customize the online and offline greeting text as well as the sound the widget makes when a message is sent.
The changes you make here are almost instantaneous and are reflected in real time the moment the platform saves them.
Reports
Chaport provides a range of reporting features that help you track and analyze important metrics related to your conversations. You can quickly view data such as the number of chats, messages, and visitors, average response time, and chat ratings.
The data can help you identify trends, opportunities for improvement, and areas where you need to focus your attention. You can also export the data to a .csv or .xls format and use it to create custom reports (or integrate it with other tools for more analysis).
There’s plenty here to provide you with valuable insights that help you optimize your chat support.
To access the reports from your dashboard, all we need to do is click the graph icon (above the gear icon from earlier):
From there, you’ll be able to view your total number of chats, chat ratings, response times, and more:
The platform additionally provides you with working hours reports that help you track the performance of your team during specific periods of time. These reports show the total number of chats, messages, and response times for each agent, as well as the number of missed chats (and the percentage of customer satisfaction).
Working hours reports are helpful for businesses that want to monitor the productivity of their support team and improve their overall customer service.
In other words, using these working hours reports, you can identify areas for improvement and implement changes that will help you provide greater support for customers.
Customer support
Chaport’s customer support is known to be responsive and helpful. They have a team of knowledgeable support agents available 24/7 to assist with any issues (or questions you have).
Chaport also offers a comprehensive FAQ section on its site that covers a wide range of topics related to the tool. This section is designed to provide customers with quick and easy answers to the most commonly asked questions.
If you have a question that is not covered in the FAQ section, you can reach out to their customer support team for further assistance via live chat and email.
The dedicated Help Center additionally features guides on how to integrate Chaport with key tools and APIs, including Zapier, Facebook, Bubble, and Shopify.
Getting in touch with the team is straightforward. To do so, click the question mark icon in the bottom left-hand corner like so:
From here, you’ll be able to go straight to the Help Center or Ask a Question. If you click on Ask a Question, you’ll be taken to a new screen that looks like this:
Here, you can contact the team via email or open the live chat window by clicking the icon in the bottom right-hand corner.
In my experience, the team was quick to respond and remained polite and professional throughout.
Integrations
Chaport provides integrations with many key platforms, including WordPress, Wix, Shopify, Drupal, Squarespace, Weebly, BigCommerce, PrestaShop, OpenCart, WooCommerce, Ecwid, Bitrix24, Slack, Telegram, and Facebook Messenger. Using these integrations, you can easily connect the tool to your existing site (or app) and start chatting with customers in real time.
The integration process is quick and easy. Once you’re up and running, you can manage all of your chats from within the dashboard.
It’s always a good idea to check the reviews and ratings of the integration before integrating it into your system. This will give you an idea of the quality of it and the level of support you can expect.
How much does it cost?
Chaport has three main tiers: Free, Pro, and Unlimited. Each plan includes differing features, benefits, and usage limits, with the key limits being the number of operators and the available chat history.
Here’s an overview of Chaport’s plans and prices:
Free: This free plan includes two operators, unlimited chats and websites, a 60-day chat history, basic widget customization, and web, desktop, and mobile apps. Live chat widget included.
It’s a good place to start if you don’t have too many requirements for the tool.
Pro: The Pro plan starts at $29 per month on the annual plan and includes four operators as well as unlimited chat history, auto-invitations, Facebook, Viber, and Telegram chat integration, advanced widget customization, saved replies, pre-chat forms, detailed reports, the autoresponder that allows you to automate customer service and the REST and JavaScript API.
It’s a balanced plan and will suit a variety of smaller businesses.
Unlimited: The Unlimited plan starts at $99 per month on the annual plan and includes an unlimited number of operators for your potential customers as well as chatbots, the knowledge base and FAQ bot, teams, assignment rules, shared saved replies, custom fields, chat ratings, advanced reports, on-demand reports, and Zapier integration. It compares favorably with other live chat software.
This is the right plan for larger businesses that need that full functionality.
Chaport also offers a 14-day free trial so you can test its platform out on any of the available plans. No credit card is needed, and there are no hidden charges.
Chaport’s pricing is worth it if you’re looking for an affordable and reliable live chat software solution to handle customer messages. It’s largely competitive with other providers in the market.
Ultimately, the choice here depends on the specific needs of your business and the features you require.
Pros and cons
Chaport is effective live chat software, but it also has weaknesses. Here’s a brief round-up of what we thought were the biggest pros and cons.
Pros
- User friendly. A simple chat interface that’s easy to navigate hides multiple useful functions, keeping things organized and straightforward but feature-rich.
- Variety of features. Offers a range of features such as chat routing, canned responses, reports, and chat history, making it a comprehensive live chat solution for multiple different needs.
- Chatbot customizability. You can customize its appearance and behavior from the dashboard and set up automated responses to frequently asked questions, create workflows to route complex queries to humans, and even track analytics.
- Integrations. Integrates with commonly used third-party tools such as Slack, Zapier, and Facebook Messenger.
Cons
- Limited free plan. The free plan only allows for two operators, which may not be sufficient for businesses with larger support teams. Still, it’s free.
- Video chat. There’s no option for voice chat, which may limit the types of customer support that can be offered.
Chaport alternatives
Need to look at some alternatives? Check out our recommended live chat tools before we head to our Chaport review conclusion:
- JivoChat | Read review — Excellent live chat software with powerful cross-platform capabilities. Integrates with external tools such as Facebook, Instagram, and WhatsApp, allowing you to support customers across multiple platforms. You can set up chat buttons that link to different website pages to make it easy for visitors to initiate conversations with a single click.
- LiveChat — Intelligent chat routing, chat supervision, message sneak-peek, a unified omnichannel inbox, and canned responses. You can even send product cards directly to your page visitors via the live chat box, with clickable buy buttons that take them straight to checkout.
- Freshchat — The best part is its inbox. As you reply to your chat messages, all the information about the customer is there on the right. You can see at a glance things like what page the customer is chatting from, what products they’re interested in, their purchase, and their conversation history. Empowers agents to provide better, more personalized support.
Final thoughts
That concludes our Chaport review.
Overall, Chaport offers a great balance between features and affordability, and we love the simple user interface.
With its live chat conversations, the ability to deploy chatbots to reply to messages around the clock, and auto-invitations that can strike up conversations with visitors who are browsing your site, there’s a lot to like here.
All that gets backed up by a great customer support team who’s there to help you when things go wrong.
We recommend you give the 14-day free trial a go to see if it’s the right tool for you.
Disclosure: Our content is reader-supported. If you click on certain links we may make a commission.
