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Best Conversational Support Software - Page 4

Jeffrey Lin
JL
Researched and written by Jeffrey Lin

Conversational support software offers an alternative to ticket-based customer service by placing the customer, rather than the incident, at the center of every interaction, enabling omnichannel service that recognizes individuals with a persistent identity and history across any channel at any time.

Core Capabilities of Conversational Support Software

To qualify for inclusion in the Conversational Support category, a product must:

  • Apply a common and centralized structure to all customer interactions, service-related or otherwise
  • Provide a unified view of customer conversations across two or more channels such as email, chat, SMS, or social media
  • Route customer conversations via algorithmic or AI-driven sorting, or both
  • Track customer profiles and conversation history across channels
  • Leverage advanced automation, AI, or chatbots to improve customer service experiences

Common Use Cases for Conversational Support Software

Customer service teams use conversational support software to deliver more personalized, context-aware support experiences at scale. Common use cases include:

  • Engaging pre-purchase prospects and post-purchase customers through a unified platform
  • Proactively contacting customers based on behavioral triggers using social media and AI integrations
  • Coordinating customer data from past conversations, sentiment, and CRM software for intelligent routing

How Conversational Support Software Differs from Other Tools

Conversational support software is distinct from help desk software because it does not separate service interactions from other customer contact reasons, handling both pre- and post-purchase engagement in one platform. Some conversational support products also incorporate features of conversational marketing software and integrate with e-commerce platforms and customer self-service tools.

Insights from G2 on Conversational Support Software

Based on category trends on G2, omnichannel conversation management and intelligent routing stand out as standout capabilities. Improved customer satisfaction and reduced resolution times stand out as the primary outcomes of adoption.

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Featured Conversational Support Software At A Glance

Leader:
Agentforce Service (formerly Salesforce Service Cloud)
Agentforce Service (formerly Salesforce Service Cloud)
Highest Performer:
Textline
Textline
Easiest to Use:
Gladly
Gladly
Top Trending:
Pylon
Pylon
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G2 takes pride in showing unbiased reviews on user satisfaction in our ratings and reports. We do not allow paid placements in any of our ratings, rankings, or reports. Learn about our scoring methodologies.

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177 Listings in Conversational Support Available
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SleekFlow

(194)4.6 out of 5
Entry Level Price:Free
OverviewPros and Cons
Product Description

SleekFlow is an agentic AI platform that transforms conversations into sales. Trusted by over 1,500 enterprises across over 80 countries, we unify WhatsApp, Instagram, Messenger, SMS, Website Live

Users: Director, Founder · Industries: Retail, Education Management · Market Segment: 74% Small-Business, 20% Mid-Market
User Sentiment

Reviewers appreciate SleekFlow's ease of use, stability, and AI routing mechanism that qualifies leads quickly, its team collaboration features, seamless integration with platforms like Shopify, and its ability to automate tasks such as replying to incoming messages and updating contact details. Users experienced challenges with the initial setup and configuration of automation workflows, limitations in reporting and analytics, restrictive pricing for smaller teams, a learning curve when setting up workflows, and issues with the mobile app.

Pros and ConsUser Satisfaction
ProsEase of Use, Customer Support, Automation, Features, Helpful
ConsMissing Features, Expensive, Limited Features, Messaging Issues, Slow Loading
User SatisfactionSeller Details
SleekFlow features and usability ratings that predict user satisfaction
8.8
Has the product been a good partner in doing business?
Average: 9.2
8.6
Proactive Engagement
Average: 8.5
8.3
Contextual Engagement
Average: 8.5
8.2
Self-Serve Support
Average: 8.5
Seller Details
Year Founded
2019
HQ Location
Singapore, SG
Company Website
https://sleekflow.io/
Twitter
@sleekflow_io
LinkedIn® Page
https://www.linkedin.com/company/sleekflow

8x8 Contact Center

(241)4.1 out of 5
OverviewPros and Cons
Product Description

8x8 Contact Center is a cloud-based, AI-powered platform designed to unify and streamline customer support across voice, chat, email, video, SMS, RCS, messaging apps, and social media channels. It emp

Users: Operations Manager · Industries: Financial Services, Information Technology and Services · Market Segment: 55% Mid-Market, 35% Small-Business
User Sentiment

Reviewers like the user-friendly agent workspace, intuitive analytics, easy-to-use interface, and the ability to manage calls, queues, chats, emails, and other channels all in one place. Users experienced issues such as the inability to assign internal extension numbers to scripts, a long time to resolve tickets at the Tier-1 level, occasional system lag or freeze, and an outdated interface.

Pros and ConsUser Satisfaction
ProsEase of Use, Helpful, Customer Support, Features, Efficiency
ConsMissing Features, Poor Customer Support, Call Management, Complexity, Integration Issues
User SatisfactionSeller Details
8x8 Contact Center features and usability ratings that predict user satisfaction
8.4
Has the product been a good partner in doing business?
Average: 9.2
0.0
No information available
0.0
No information available
0.0
No information available
Seller Details
Year Founded
1987
HQ Location
San Jose, CA
Company Website
https://www.8x8.com
Twitter
@8x8
LinkedIn® Page
https://www.linkedin.com/company/8x8
Ownership
NYSE:EGHT
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Exairon

(31)4.8 out of 5
Entry Level Price:Starting at $189.00
OverviewPros and Cons
Product Description

Exairon is a sophisticated customer experience automation platform designed to enhance and streamline customer interactions across various channels. This innovative solution leverages the power of art

Market Segment: 61% Small-Business, 35% Mid-Market
Pros and ConsUser Satisfaction
ProsEase of Use, Helpful, User Interface, Efficiency, Features
ConsLimited Customization, Poor Reporting, Complex Usability, Email Communication Issues, Interface Issues
User SatisfactionSeller Details
Exairon features and usability ratings that predict user satisfaction
9.9
Has the product been a good partner in doing business?
Average: 9.2
9.6
Proactive Engagement
Average: 8.5
9.5
Contextual Engagement
Average: 8.5
9.8
Self-Serve Support
Average: 8.5
Seller Details
Year Founded
2020
HQ Location
İstanbul
Company Website
https://exairon.com/
LinkedIn® Page
https://www.linkedin.com/company/exairon/

Drift

(1,256)4.4 out of 5
Entry Level Price:Starting at $2,500.00
View top Consulting Services for Drift
OverviewPros and Cons
Product Description

Drift is a human-centric, AI-powered buyer engagement platform. A platform that automatically listens, understands and learns from buyers to provide individualized and human experiences at every touc

Users: Sales Development Representative, Business Development Representative · Industries: Computer Software, Information Technology and Services · Market Segment: 51% Mid-Market, 27% Small-Business
Pros and ConsUser Satisfaction
ProsEase of Use, Helpful, Features, Visitor Tracking, Lead Generation
ConsChat Management, Learning Curve, Notification Issues, Routing Issues, Chat Issues
User SatisfactionSeller Details
Drift features and usability ratings that predict user satisfaction
8.9
Has the product been a good partner in doing business?
Average: 9.2
8.6
Proactive Engagement
Average: 8.5
8.7
Contextual Engagement
Average: 8.5
8.4
Self-Serve Support
Average: 8.5
Seller Details
Year Founded
2011
HQ Location
Atlanta, GA
Company Website
https://salesloft.com
Twitter
@Salesloft
LinkedIn® Page
https://www.linkedin.com/company/2296178/

NewOaks AI

(23)5.0 out of 5
OverviewPros and Cons
Product Description

NewOaks AI is an advanced conversational AI platform designed to automate client engagement, lead qualification, and appointment scheduling across multiple channels. By leveraging custom-trained ChatG

Industries: Marketing and Advertising · Market Segment: 100% Small-Business
Pros and ConsUser Satisfaction
ProsIntegrations, Artificial Intelligence, Chatbot Development, Customer Support, Features
User SatisfactionSeller Details
NewOaks AI features and usability ratings that predict user satisfaction
10.0
Has the product been a good partner in doing business?
Average: 9.2
7.8
Proactive Engagement
Average: 8.5
8.5
Contextual Engagement
Average: 8.5
8.3
Self-Serve Support
Average: 8.5
Seller Details
HQ Location
N/A
Company Website
https://www.newoaks.ai
LinkedIn® Page
https://www.linkedin.com/company/new-oaks-ai/

BoldDesk

(117)4.5 out of 5
Entry Level Price:Free
OverviewPros and Cons
Product Description

BoldDesk® by Syncfusion® is an advanced, AI-powered Customer service software designed to streamline customer support operations. It combines robust ticketing software, live chat, and multi-channel su

Users: Software Developer · Industries: Information Technology and Services, Computer Software · Market Segment: 44% Small-Business, 35% Mid-Market
Pros and ConsUser Satisfaction
ProsEase of Use, Simple, Customer Support, Easy Setup, Features
ConsMissing Features, Learning Curve, Limited Customization, Not Intuitive, Ticketing Issues
User SatisfactionSeller Details
BoldDesk features and usability ratings that predict user satisfaction
8.7
Has the product been a good partner in doing business?
Average: 9.2
9.1
Proactive Engagement
Average: 8.5
9.1
Contextual Engagement
Average: 8.5
9.2
Self-Serve Support
Average: 8.5
Seller Details
Year Founded
2001
HQ Location
Morrisville, North Carolina
Company Website
https://www.syncfusion.com
Twitter
@Syncfusion
LinkedIn® Page
https://www.linkedin.com/company/123064/

Gorgias

(549)4.6 out of 5
Entry Level Price:$10.00
View top Consulting Services for Gorgias
OverviewPros and Cons
Product Description

Gorgias is the conversational AI platform for ecommerce that drives sales and resolves support inquiries throughout the entire customer journey. Gorgias's AI Agent acts as a super-agent on the bran

Users: Customer Service Representative, Customer Service Manager · Industries: Retail, Apparel & Fashion · Market Segment: 81% Small-Business, 18% Mid-Market
User Sentiment

Users frequently mention the ease of use, seamless integration with Shopify, and the ability to manage multiple accounts as key benefits of using Gorgias. Users reported issues with the reporting suite being limited, slow response from the support team, and a steep learning curve during setup.

Pros and ConsUser Satisfaction
ProsEase of Use, Integrations, Features, Easy Integrations, Helpful
ConsLearning Curve, Expensive, Missing Features, Ticketing Issues, Lack of Features
User SatisfactionSeller Details
Gorgias features and usability ratings that predict user satisfaction
9.4
Has the product been a good partner in doing business?
Average: 9.2
5.8
Proactive Engagement
Average: 8.5
6.7
Contextual Engagement
Average: 8.5
6.7
Self-Serve Support
Average: 8.5
Seller Details
Year Founded
2015
HQ Location
San Francisco, California
Company Website
https://www.gorgias.com/
Twitter
@gorgiasio
LinkedIn® Page
https://www.linkedin.com/company/6402068/

Thena

(65)4.9 out of 5
Entry Level Price:Free
OverviewPros and Cons
Product Description

Thena is a new-age customer support platform purpose-built for B2B teams. We're AI-first, and we connect to the modern communication stack like Slack and MS Teams. Join bold modern B2B teams from V

Industries: Computer Software, Information Technology and Services · Market Segment: 58% Small-Business, 38% Mid-Market
Pros and ConsUser Satisfaction
ProsCase Management, Efficiency, Ticket Management, Customer Satisfaction, Integrations
ConsLimited Features, Limited Functionality, Missing Features, Platform Limitations, Poor Customer Support
User SatisfactionSeller Details
Thena features and usability ratings that predict user satisfaction
9.9
Has the product been a good partner in doing business?
Average: 9.2
9.5
Proactive Engagement
Average: 8.5
9.5
Contextual Engagement
Average: 8.5
8.6
Self-Serve Support
Average: 8.5
Seller Details
Year Founded
2022
HQ Location
Palo Alto , California
Company Website
https://www.thena.ai/
Twitter
@thenaplatform
LinkedIn® Page
https://www.linkedin.com/company/thena-platform

Freshcaller

(132)4.1 out of 5
Entry Level Price:$39 /user/month, bille...
OverviewPros and Cons
Product Description

Freshdesk Contact Center (Formerly Freshcaller) is a simple and reliable cloud-based contact center software that helps businesses connect with customers in an affordable way. With phone numbers in 90

Industries: Information Technology and Services, Computer Software · Market Segment: 69% Small-Business, 25% Mid-Market
Pros and ConsUser Satisfaction
ProsEase of Use, Automation, Call Recording, Customer Communication, Dialing Features
ConsLack of Features, Contact Management, Contact Management Issues, Missing Features, Poor Customer Support
User SatisfactionSeller Details
Freshcaller features and usability ratings that predict user satisfaction
8.4
Has the product been a good partner in doing business?
Average: 9.2
7.8
Proactive Engagement
Average: 8.5
7.8
Contextual Engagement
Average: 8.5
7.8
Self-Serve Support
Average: 8.5
Seller Details
Year Founded
2010
HQ Location
San Mateo, CA
Company Website
https://www.freshworks.com/
Twitter
@FreshworksInc
LinkedIn® Page
https://www.linkedin.com/company/freshworks-inc/
Ownership
NASDAQ: FRSH
Phone
+1 (866) 832-3090

Zaapi

(28)4.6 out of 5
Entry Level Price:Starting at $59.00
OverviewPros and Cons
Product Description

The Future of Conversational CX Zaapi is a comprehensive AI-driven Customer Experience (CX) platform designed for the modern era of commerce. By centralizing interactions from WhatsApp, Email, Webs

Industries: Retail · Market Segment: 61% Small-Business, 21% Mid-Market
User Sentiment

Reviewers frequently mention the user-friendly interface, the ability to manage multiple chats efficiently, the ease of setup, and the AI's capability to automate responses, saving time and improving productivity. Users experienced issues with the pricing being high, occasional performance issues such as slow loading times, lack of advanced customization options, and limitations in AI capabilities and reporting features.

Pros and ConsUser Satisfaction
ProsEase of Use, Features, Efficiency, Integrations, Time-saving
ConsRequired Improvements, Usage Limitations, Expensive, Limited Features, Missing Features
User SatisfactionSeller Details
Zaapi features and usability ratings that predict user satisfaction
9.3
Has the product been a good partner in doing business?
Average: 9.2
10.0
Proactive Engagement
Average: 8.5
10.0
Contextual Engagement
Average: 8.5
10.0
Self-Serve Support
Average: 8.5
Seller Details
HQ Location
N/A
Company Website
https://www.zaapi.io/
LinkedIn® Page
https://www.linkedin.com/company/No-Linkedin-Presence-Added-Intentionally-By-DataOps

Boost.ai

(39)4.7 out of 5
OverviewPros and Cons
Product Description

Boost.ai is the trusted leader in AI-powered customer experience solutions for regulated industries. Built for security, speed, and scale, the platform enables fast deployment, high-resolution rates,

Industries: Telecommunications, Banking · Market Segment: 38% Mid-Market, 36% Enterprise
User Sentiment

Users frequently mention the platform's flexibility, user customizability, ease of use, excellent language understanding, and the ability to quickly build and maintain advanced conversation flows without coding. Users mentioned issues with the initial tech support, lack of best practices in using their AI tools, high cost of conversation for slower paced interactions, and challenges in understanding new features and advanced configurations.

Pros and ConsUser Satisfaction
ProsEase of Use, Features, Helpful, Customer Support, Customer Satisfaction
ConsImprovements Needed, AI Limitations, Complexity, Learning Curve, Limited Customization
User SatisfactionSeller Details
Boost.ai features and usability ratings that predict user satisfaction
9.0
Has the product been a good partner in doing business?
Average: 9.2
8.3
Proactive Engagement
Average: 8.5
7.8
Contextual Engagement
Average: 8.5
9.3
Self-Serve Support
Average: 8.5
Seller Details
Year Founded
2016
HQ Location
Sandnes, Rogaland
Company Website
https://www.boost.ai/
Twitter
@boost_ai_
LinkedIn® Page
https://www.linkedin.com/company/boost-ai/about

Zowie

(73)4.7 out of 5
Entry Level Price:Contact Us
OverviewPros and Cons
Product Description

Zowie is the Customer AI platform, equipping enterprises with AI Agents that handle every customer interaction — replacing outdated clicks and forms with natural, human-like conversations. Today’s

Industries: Retail, Consumer Services · Market Segment: 48% Small-Business, 40% Mid-Market
Pros and ConsUser Satisfaction
ProsAutomation, Ease of Use, Efficiency, Helpful, Messaging Automation
ConsLimited Features, Missing Features, Limited Customization, Complexity, Bugs
User SatisfactionSeller Details
Zowie features and usability ratings that predict user satisfaction
9.5
Has the product been a good partner in doing business?
Average: 9.2
8.3
Proactive Engagement
Average: 8.5
9.2
Contextual Engagement
Average: 8.5
8.7
Self-Serve Support
Average: 8.5
Seller Details
Year Founded
2019
HQ Location
New York
Company Website
https://getzowie.com/
Twitter
@ZowieAI
LinkedIn® Page
https://www.linkedin.com/company/18129228/

Atonom

(138)4.9 out of 5
Entry Level Price:$749.00
OverviewPros and Cons
Product Description

Atonom gives teams back time by taking real work off their plate. Cloud Employees handle repetitive, high-volume tasks so human teams can focus on judgment, relationships, and higher-impact work only

Industries: Marketing and Advertising, Computer Software · Market Segment: 52% Small-Business, 43% Mid-Market
Pros and ConsUser Satisfaction
ProsHelpful, Ease of Use, Features, Lead Generation, Customer Engagement
ConsLearning Curve, Steep Learning Curve, Learning Difficulty, Complexity, Identification Issues
User SatisfactionSeller Details
Atonom features and usability ratings that predict user satisfaction
9.9
Has the product been a good partner in doing business?
Average: 9.2
9.7
Proactive Engagement
Average: 8.5
9.8
Contextual Engagement
Average: 8.5
9.3
Self-Serve Support
Average: 8.5
Seller Details
Year Founded
2018
HQ Location
Provo, US
Company Website
https://atonom.ai/
LinkedIn® Page
https://www.linkedin.com/company/atonomai/

Watermelon

(98)4.5 out of 5
Entry Level Price:Free
OverviewPros and Cons
Product Description

Watermelon is the most user-friendly conversational AI platform to automate conversations, no coding required. Cut down your workload by linking service channels. Combine your software and start autom

Industries: Retail, Education Management · Market Segment: 67% Small-Business, 30% Mid-Market
User Sentiment

Reviewers like the platform's ease of use, the variety of training options for the AI agent, the efficient customer support, and the ability to reduce standard customer questions, thus saving time and resources. Reviewers mentioned that setting up the chatbot requires time and knowledge, the bot occasionally provides inaccurate answers or does not respond, and manual updates of URLs used in the chatbot are needed.

Pros and ConsUser Satisfaction
ProsHelpful, Customer Support, Ease of Use, AI Technology, Artificial Intelligence
ConsInadequate AI Features, AI Limitations, Learning Curve, Limited Features, Missing Features
User SatisfactionSeller Details
Watermelon features and usability ratings that predict user satisfaction
9.1
Has the product been a good partner in doing business?
Average: 9.2
7.4
Proactive Engagement
Average: 8.5
8.6
Contextual Engagement
Average: 8.5
8.2
Self-Serve Support
Average: 8.5
Seller Details
Year Founded
2018
HQ Location
Utrecht, NL
Company Website
https://www.watermelon.ai
Twitter
@WatermelonHQ
LinkedIn® Page
https://www.linkedin.com/company/watermelon-b-v-/

Verint Channel Automation

(65)4.4 out of 5
OverviewPros and Cons
Product Description

Verint® Channel Automation™ unifies your customer interactions across channels in a single agent workspace. It powers consistent conversations, leverages automation, and deploys staff flexibly all wit

Market Segment: 48% Enterprise, 45% Mid-Market
Pros and ConsUser Satisfaction
ProsAI Technology, Artificial Intelligence, Case Management, Communication, Conversation Management
ConsLong Wait Times, Organizational Issues, Poor Customer Support, Response Issues, Software Bugs
User SatisfactionSeller Details
Verint Channel Automation features and usability ratings that predict user satisfaction
8.8
Has the product been a good partner in doing business?
Average: 9.2
8.3
Proactive Engagement
Average: 8.5
8.3
Contextual Engagement
Average: 8.5
5.0
Self-Serve Support
Average: 8.5
Seller Details
Year Founded
1994
HQ Location
Melville, New York
Company Website
https://www.verint.com/
Twitter
@Verint
LinkedIn® Page
https://www.linkedin.com/company/verint
Ownership
NASDAQ: VRNT
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