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 focu