The live chat white label: an overview

Have you ever noticed that some retailors offer multiple versions of the same product, just with different names? It’s all down to a practice called white-labelling, where products are sold without branding attached to them.

This is a practice that’s common in the software industry too. The app or service you’re using is probably splashed with one company’s branding. But behind the logos you see in the interface, that software may really have been produced by another company entirely. And that’s perfectly permissible with white labelling.

But what is white labelling, and can you get a live chat white label option? We explore white labelling in live chat software, why it can be useful, and how to get it if it’s right for you.


What is white labelling?

White labelling is where a product or service is produced by one company, and offered without branding. Other companies can then buy, brand, and use that product as their own, or resell it for a profit.

In software, the brand or logo of the company that develop and make a white-label program is removed. Companies that then buy that white label software can put their own name and brand to it.

A live chat white label is one example. This is live chat software that you buy from a third party but can use or sell as your own – with no trace of the original vendor visible to your users.


Why might some brands prefer a live chat white label?

You might prefer to buy a live chat white label option for a few reasons.

Firstly, not every company will want to invest the time and resources it takes to develop their own chat solution. A feature-rich live chat channel is no quick job, and requires careful research as well as technical expertise. So, some brands might want a live chat white label to get the appearance of a custom-built live chat option, without the trials of custom building.

Next, you might prefer a live chat white label for the level of ownership it lends. You don’t send any traffic to the real vendor, and you don’t feature anybody else’s name or logo on your chat channel. Instead, you can use your own branding exclusively.

In all, a live chat white label is great for embracing and enhancing your own brand. It lends credibility and consistency to your chat channel. After all, a live chat channel is customer facing, so when your channel only has your brand on it, customers are fully immersed in your brand alone.


Who is it suited to?

Having a live chat white label solution isn’t for everyone. It’s more expensive, and more effort than a standard chat deployment. There are, however, businesses that a white-label chat product is particularly suited to.

Software resellers are an obvious example. And beyond the resellers, software companies in general may prefer a live chat white label. (Particularly if they focus on communication or customer service technologies.)

That’s because with a third-party option, the software vendor may invite questions as to why they couldn’t make their own solution. But with a white label, they can position themselves as an authority in software development, while still focusing on their core business goals.

Larger brands and enterprises also benefit from using white-label chat. They get heavy traffic to their website, and expectations from a well-known corporation are high. So, they may not want to defer attention to another brand. A live chat white label provides an additional opportunity to show off your brand alone and portray a more sovereign front.


How to get a live chat white label

If a white label live chat solution is right for you, you need to know how to get it.

It’s worth noting that not every live chat provider that offers a white label solution will advertise it. So, the best way to find out your options is to enquire through sales. If you find live chat software that suits your needs, it doesn’t hurt to ask if they offer a white label option. (But bear in mind that you’ll almost certainly have to pay more.)

If you do choose to use a white-label live chat product, you must be confident in the company you’re buying from and their solution. After all, you’re putting your name to the technology, and will have to answer to customers if it goes wrong.


Next steps

If you would like to discuss the option of a white label with our own WhosOn live chat solution, contact our sales team via sales@parkersoftware.com.