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Live Chat reviews by real, verified users. Find unbiased ratings on user satisfaction, features, and price based on the most reviews available anywhere.

Best Live Chat Software for Enterprise Businesses

    Products classified in the overall Live Chat category are similar in many regards and help companies of all sizes solve their business problems. However, enterprise business features, pricing, setup, and installation differ from businesses of other sizes, which is why we match buyers to the right Enterprise Business Live Chat to fit their needs. Compare product ratings based on reviews from enterprise users or connect with one of G2's buying advisors to find the right solutions within the Enterprise Business Live Chat category.

    In addition to qualifying for inclusion in the Live Chat Software category, to qualify for inclusion in the Enterprise Business Live Chat Software category, a product must have at least 10 reviews left by a reviewer from an enterprise business.

    Top 10 Live Chat Software for Enterprise Businesses

    • Genesys Engage
    • LiveChat
    • Zendesk Support Suite
    • Freshdesk
    • UJET
    • Zoho Desk
    • SF Service Cloud
    • Intercom
    • Front
    • Genesys PureConnect

    Compare Enterprise Business Live Chat Software

    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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    (396)4.3 out of 5
    Optimized for quick response

    Genesys Engage is the Genesys customer engagement platform for the enterprise. Built to bring flexible solutions for enterprises, who often have multiple and multi-national locations (including outsourcing) and large peak volumes and populations. Complete customer and employee journey management Built to manage both the customer and employee experience, across all channels, Genesys Engage leverages the power of artificial intelligence and machine learning to supercharge both customer and emplo

    (684)4.5 out of 5
    Entry Level Price:$16 per agent / month

    LiveChat - premium live chat and help desk software for business. Designed and built specifically for amazing customer service. Used in 150 countries by over 31,000 companies, including small, medium and enterprise size businesses. Use LiveChat if you wish to improve customer satisfaction and increase online sales results.

    (2,284)4.2 out of 5
    Optimized for quick response

    It can be complicated to provide support across channels — but your customers don’t need to know that. The Support Suite allows your business to have natural conversations with your customers, without letting them feel what’s going on behind the scenes. It’s sophisticated enough to meet complex needs, and simple enough to let you get up and running immediately. The Support Suite lets you have conversations with customers on any channel (email, chat, voice, and even social messaging apps like F

    (2,346)4.4 out of 5
    Optimized for quick response
    Entry Level Price:Free for UNLIMITED agents

    Freshdesk is a cloud-based customer service software that enables businesses of all sizes to deliver stellar customer support. Freshdesk converts requests coming in via email, web, phone, chat, and social into tickets, and unifies ticket resolution across channels. Additionally, Freshdesk lets you automate workflows, provide self-service, manage SLAs, and measure metrics, so you can stay on top of all things customer support. Freshdesk also offers out-of-the-box features like an AI-powered sup

    (510)4.7 out of 5
    Optimized for quick response

    UJET is the world’s first and only cloud contact center platform for smartphone era CX. By modernizing digital and in-app experiences, UJET unifies the enterprise brand experience across sales, marketing, and support, eliminating the frustration of channel switching between voice, digital, and self-service for consumers. Offering unsurpassed resiliency and the flexibility to deploy across leading public cloud infrastructures, UJET powers the world’s largest elastic CCaaS tenant at up to 22,000 a

    (2,759)4.4 out of 5
    Optimized for quick response
    Entry Level Price:$0 for 3 agents

    Provide a great customer support experience with Zoho Desk. Prioritize, manage and close an ever-increasing volume of requests that reach your organization through a variety of channels. Build and publish a support knowledge base. Analyze and improve the performance of your customer support team. Zoho Desk is a flexible, Cloud-based help desk support software with Contextual AI that allows you to provide the support experience your customers deserve.

    (1,537)4.1 out of 5
    Optimized for quick response

    Today’s customers want faster, more responsive service across every channel on any device & they want it now. Salesforce Service Cloud helps small businesses scale & grow while building loyalty with every customer interaction. It helps deliver a smarter, more personal customer experience on a flexible, complete service platform. With Service Cloud, you can automate service processes, streamline workflows, and surface key articles, topics, and experts to transform the agent experience. Co

    (1,295)4.4 out of 5
    Optimized for quick response

    Intercom is a Conversational Relationship Platform (CRP). With Intercom, you can build better customer relationships through personalized, messenger-based experiences across the customer journey.

    (667)4.6 out of 5
    Optimized for quick response
    Entry Level Price:$9 per user/month

    Front powers the heart of business — the meaningful connections between teams and customers that lead to lasting relationships. Bringing email and apps together in a collaborative customer communication platform, Front drives business impact by scaling the natural conversations that create customers for life. More than 6,000 businesses are using Front today to cultivate personalized customer relationships at scale and transform their work into impact. Learn more at frontapp.com.

    (280)4.2 out of 5
    Optimized for quick response

    PureConnect is an all-in-one omnichannel engagement solution that is rapid to deploy, simple to administer, flexible, easily tailored, and cost-effective for mid-size to large organizations. Available both in the cloud and on premise, PureConnect lets you replace multiple point solutions with a single platform that supports empowered employees and loyal customers. Do more with less An all-in-one multichannel platform enables you to deliver a better customer experience while greatly simplifying

    (454)4.3 out of 5
    Optimized for quick response

    Customer relationships can be complex, but that doesn’t mean they have to be difficult. Genesys Cloud™ makes customer relationships simple. Built to handle any channel, the Genesys Cloud solution follows the conversation everywhere—turning calls, email, chats and social comments into a seamless conversation. Connect with Customers Genesys Cloud simplifies the way you connect with customers across channels, providing all the context you need to deliver more personalized experiences and build st

    (1,311)4.5 out of 5
    Entry Level Price:$0/mo Unlimited

    LiveAgent boasts the fastest chat widget on the market and is the most reviewed and #1 rated live chat software for SMB in 2020. Join companies like BMW, Yamaha, Huawei and Oxford University in providing world-class customer service. LiveAgent is a fully-featured help desk software that helps you bring personalization to your customer interactions with an all-in-one help desk solution. LiveAgent harnesses the power of an omnichannel universal inbox, real-time live chat, built-in call center,

    (489)4.3 out of 5
    Entry Level Price:$0

    Drift is the world's leading conversational marketing and sales platform that helps businesses connect now with the customers who are ready to buy now. With its quickly evolving set of tools and playbooks, Drift is leading businesses through the customer-driven revolution by using conversations to unlock hypergrowth. Customers use Drift to provide a modern buying experience for potential customers, generate more qualified leads, and dramatically accelerate the sales cycle. After just two years i

    (448)4.6 out of 5

    We want to help you to get your Customer Support onto the next level. Our software is focused on keeping sensitive data under your own control since data privacy is one of our main goals. LiveZilla includes a live chat software with multi-website support, visitor monitoring and a help desk system that allows you to not only integrate emails that you receive from customers but also messages from Twitter and Facebook into your ticket system. 10 years of experience in the field of Customer Support

    (37)4.6 out of 5

    Haptik helps businesses build AI assisted Chatbots using Industry AI models with domain-specific intelligence to accurately comprehend user intent and deliver contextual responses solving user inquiries end-to-end. Here is how Haptik can help you ensure customer delight: https://www.haptik.ai/why-haptik Haptik is proud to be a part of the Jio - Google - Facebook digital ecosystem since 2019. We look forward to leveraging these partnerships to deliver even greater customer success, as we take th

    (1,036)4.8 out of 5
    Optimized for quick response

    Birdeye is an all-in-one Experience Marketing platform for multi-location businesses. More than 60,000 businesses of all sizes use Birdeye every day to be found online and chosen through listings, reviews and referrals; be connected with leads and customers on the channels of their choice, and deliver the best customer experience with survey, ticketing and insights tools. Founded in 2012, Birdeye is headquartered in Palo Alto, and led by alumni from Google, Amazon, Salesforce and Yahoo. Birdeye

    Oracle Service Cloud, part of the Oracle CX Cloud Suite, is a cloud-based, omnichannel solution that captures a 360-degree view of every customer in a dynamic and unified agent desktop. Oracle Service Cloud’s innovative approach is driven by knowledge, automation, and evolving customer interaction channels, simplifying every service experience for service administrators and customers alike. By helping to differentiate your organization's service experience, Oracle Service Cloud delivers measurab

    Great service isn't just the responsibility of the customer service department. Connect customer service with other departments to identify and resolve issues faster, reduce costs, and increase satisfaction using Customer Service Management.

    (287)4.4 out of 5
    Optimized for quick response
    Entry Level Price:$89 per month, per user

    Kustomer is the first-of-its-kind customer service CRM platform built for managing high support volume by optimizing experiences throughout the customer service journey. Kustomer helps brands quickly resolve conversations on all digital channels by automating 40% of interactions via self-service, first contact resolution with intelligent routing, and driving omnichannel experiences between customers and agents. Our open CRM platform minimizes costs by acting as a single record of truth, managing

    (82)4.5 out of 5
    Optimized for quick response

    Since 2012, Aivo solves companies’ main challenges in customer service and sales growth with omnichannel solutions powered by Artificial Intelligence. Focused on giving people back their time, the company supplies brands of all sizes and different industries, such as Visa, General Motors, Uber, LG, Movistar, Amadeus, Avon, BBVA and Bayer, with easy to use solutions that help improve customer experience. Aivo operates globally with 7 offices in North America, South America and Europe, and presen

    (205)4.4 out of 5
    Entry Level Price:Free

    Zoho SalesIQ is a customer engagement platform with live chat, website visitor tracking, and analytics capabilities that helps you know your visitors, engage them and support your customers in real time. Here's how SalesIQ facilitates better customer engagement.  Segment your website visitors  SalesIQ gives you a real-time ordered visitor list, based on the criteria you select, with data such as their location, behaviour and time spent on site, etc, and also assigns them a lead score as per yo

    (59)3.6 out of 5

    Through the Conversational Cloud platform, LivePerson provides AI-powered messaging and chatbots to help 18,000+ brands, including many Fortune 500 companies, drive the marketing, sales, and customer care results that matter for their businesses. Named to Fast Company’s World’s Most Innovative Companies list in 2020, LivePerson leverages 20+ years of live chat and messaging data to process language efficiently and enable brands to design, scale, manage, and optimize all consumer conversations wi

    (134)4.2 out of 5
    Entry Level Price:$18.90 per month

    LiveHelpNow help desk software suite facilitates real time, omnichannel customer service communications via Live Chat, SMS, Email, Facebook and Twitter. Top rated by Business.com 8 years running, Inc 500 fastest growing companies list 3 years in a row. 8k+ implementations, with over 2k implementations in Enterprise arena. Starting only at $18.90 per month per agent on annual contract.

    (337)4.4 out of 5
    Entry Level Price:Free

    Userlike is the first and only live chat software to help your business win and nurture customers across messaging channels. Chat with your customers on your website, Facebook Messenger, WhatsApp, Telegram and SMS. Over 10,000 SMEs and leading businesses around the world such as Lufthansa, Porsche and more are creating long-term customer relationships with Userlike. Benefits: - Generate leads like never before. Your most valuable leads are the people who already reach out to you. Userlike is a

    (62)4.5 out of 5
    Optimized for quick response

    Verloop.io's the world's leading customer support automation platform that helps businesses deliver delightful support experiences to their customers, across channels. With its fast-evolving set of automation tools, you can use Verloop.io to - Automate Customer Support on your website - Generate more leads on your landing pages - Qualify leads in real-time - Improve buyer experience by assisted buying experience Get started for free today and join 15,000+ businesses using Verloop.io. How d

    (131)4.5 out of 5

    SnapEngage is the premier omnichannel customer engagement platform. Since 2008, we've partnered with businesses to transform customer engagement throughout the customer lifecycle, positively impact KPIs, and drive measurable business outcomes. Our clients consistently experience increased sales conversions, increased CSAT/NPS, and reduced cost-per-interaction after implementing SnapEngage. Our fully-featured, secure solution for sales and support teams offers robust CRM & Help Desk integrat

    (18)4.4 out of 5

    Whisbi provides a mobile-first conversational sales & marketing platform for B2C enterprises. Our solution creates an opportunity for Sales & Marketing professionals to increase sales conversion, improve live engagement and provide a differentiating online customer experience. Whisbi combines all contact channels like video-call, chat, chatbot, click-to-call or a traditional phone call into one centralized data-driven UI for your customers. Enhanced by a BI engine, Whisbi provides the

    (199)4.4 out of 5
    Entry Level Price:100% Free

    Pure Chat helps small and mid-sized organizations engage their website visitors with our live chat software. Use Pure Chat throughout the entire customer journey to share information with visitors, nurture leads, provide support, and deliver exceptional customer service to improve sales and satisfaction. Just looking to add live chat software to your website? We’ve got you covered with our 100% Free plan. You'll get unlimited users/operators and unlimited chats on up to 3 websites -- for FREE.

    Engage customers at the right time across any digital channel — mobile messaging, web chat, social networks, and more — to provide a seamless service experience.

    (214)4.3 out of 5
    Optimized for quick response
    Entry Level Price:$17 per month

    Olark live chat is the easiest way to boost your sales, help solve issues and understand your customers. Give your customers the answers they need immediately and gain powerful insights about what they want for relationships that last.

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    Check out the G2 Grid® for the top Live Chat Software products. G2 scores products and sellers based on reviews gathered from our user community, as well as data aggregated from online sources and social networks. Together, these scores are mapped on our proprietary G2 Grid®, which you can use to compare products, streamline the buying process, and quickly identify the best products based on the experiences of your peers.
    Leaders
    High Performers
    Contenders
    Niche
    Oracle
    Zendesk Support Suite
    Freshdesk
    Olark
    LiveChat
    LivePerson
    Kayako
    LiveZilla
    Zoho Desk
    Intercom
    Helpshift
    Genesys Cloud
    Userlike
    LiveAgent
    SF Service Cloud
    SnapEngage
    LiveHelpNow
    Pure Chat
    Drift
    Front
    Zoho SalesIQ
    Rocket.Chat
    Birdeye
    Genesys PureConnect
    Genesys Engage
    Aivo
    UJET
    Whisbi
    Verloop.io
    Kustomer
    Salesforce Digital Engagement
    ServiceNow Customer Service Management
    Haptik
    Market Presence
    Satisfaction

    Learn More About Live Chat Software

    What is Live Chat Software?

    Live chat software allows website visitors to get a response in real time from a company’s customer service agents, sales representatives, or virtual assistants. These products are typically deployed as a widget in the bottom corner of a business’ website and may be activated when a user clicks on the widget. Alternatively, a pop-up chat window may prompt a user to start a conversation. 

    Live chat solutions can be used in a wide variety of contexts, including customer service, technical support, sales, and marketing. Most often, businesses implement live chat to provide website visitors with a direct channel to receive real-time customer support. For example, live chat agents can assist visitors with website navigation or answer questions about a business’ products or services. Live chat is also an effective method for lead generation. When a website visitor is interested in purchasing a product or service, live chat can be used to connect them with a sales representative. If a representative is unavailable, live chat widgets include a lead capture form to collect the prospect’s information so a salesperson can follow up with them as soon as possible.

    Although live chat windows exist on a website 24/7, this doesn’t mean a business needs their agents to be available to answer inquiries all day. An offline mode allows website visitors to submit questions or concerns that can be handled either by a chatbot or by an agent when the live chat is back online. Live chat often serves as a company’s first line of defense to help chat agents answer quick questions and escalate deeper concerns in an organized way. The goal of these products is to increase efficiency for both the agent and the customer.

    What Types of Live Chat Software Exist?

    Text only solutions

    Text-only live chat software allows agents and customers to communicate via text form. Typically, the customer will be approached by a pop-up chat window that helps initiate a conversation.

    Voice or video solutions

    Live chat software with video or voice capabilities--in addition to text--allow a more personalized conversation with customers. Video chat conversations are especially helpful for complex questions that require a visual representation. Face-to-face video conversations are not the only features of video and voice live chat; users can enable screen sharing to visually convey an issue that’s difficult to explain via text.

    What are the Common Features of Live Chat Software?

    Live chat functionality can vary from product to product. When considering a live chat solution for a business, it’s important to consider which features will be most beneficial to the particular use case. The following are some core features within live chat software:

    Analytics: Reporting related to live chat analytics gives administrators insight into customer service metrics such as support response time, overall support performance, and customer satisfaction. These insights help managers understand the highs and lows of the customer experience and the team’s performance.

    Visitor monitoring: Real-time visitor monitoring tracks where visitors are on the website and how long they stay on a certain web page. These insights give a sense of where visitors are gravitating to on a web page and can even help generate leads.

    Response templates: For common questions, canned responses are very efficient. Agents can have responses ready to send as soon as a common question pops up.

    Branding: Since live chat exists on a company’s website, it’s important for the widget and conversation window to match the company’s branding and website design. To accomplish this, live chat products offer customizable design options to change the colors and images of the application. Branding customization features ensure a seamless brand experience for customers.

    Customer feedback: After a live chat conversation, a customer can rate the conversation and share feedback on whether or not their question was adequately handled. Managers can use this feedback to further understand the quality of an agent’s work.

    Proactive messages: While live chat is already an approachable asset, it’s helpful for website visitors to be prompted with a friendly pop-up greeting to let them know they’re invited to chat whenever they’d like. A proactive message is an approachable way to entice visitors to communicate with the company.

    Integrations: Live chat products should integrate seamlessly with a company’s technology stack to ensure the information shared in chat conversations is available across departments. Integrations with CRM software are important for storing and accessing customer information during a support conversation, as well as adding new contacts for lead generation. Live chat typically integrates with other customer service solutions, especially help desks, to improve omnichannel customer experiences.

    What are the Benefits of Live Chat Software?

    Businesses of all types benefit from using live chat software to provide instant and approachable customer support. Using live chat makes customer support more efficient for both the agent and the customer for several reasons:

    Customer engagement: Live chat is a simple and accessible way for customers to approach a company. Customers are more likely to engage than if the company only offered phone and email support, because of its convenience.

    Real-time support: With live chat, website visitors don’t need to wait very long for an answer to a simple question. Without a long turnaround, visitors are more likely to engage with the company, knowing their time is not being wasted. In comparison, inquiries submitted via email or social media have an unpredictable response time. Since questions are answered quickly, agents are more productive and get through more inquiries.

    Improved efficiency and productivity: In comparison to phone calls, live chat is relatively cheap and takes less effort from both the customer and the agent. Additionally, it’s easy to multitask between different live chat conversations, allowing for more support in less time. Since live chatting requires reading and typing, conversations have more downtime between messages. This allows customer service agents to multitask and handle multiple chat windows at once. Depending on how many conversations are going on, agents can also use downtime to talk on the phone with another customer while handling live chat conversations.

    Lead generation: Live chat is approachable for customers, so it’s an easy way to begin a sales conversation. The informality of live chat makes a sales conversation more comfortable for the customer, so it’s a great opportunity to bring in a sale.

    Who Uses Live Chat Software?

    Professionals who communicate with customers directly, such as customer service teams and sales teams, use live chat to instantly chat with customers or gather data on the conversations customers have with customer service agents.

    Customer service: Customer service teams use live chat software to communicate with website visitors who use the feature to ask questions or voice concerns. If any complaints need to be escalated, chat agents can use routing features to transfer the conversation to a manager. When purchasing a live chat solution for customer service, businesses should remember to look for products that integrate with the company’s existing support software.

    Sales: Sales teams can utilize live chat software to generate leads. Since the buyer is expressing interest in the company by initiating a conversation using the live chat feature, it’s a great opportunity to spark a sales conversation. If a company wants to implement live chat to accelerate sales and improve conversion rates, it’s important to find a product that integrates with the CRM or system of record.

    Software Related to Live Chat Software

    Related solutions that can be used together with live chat tools include:

    Help desk software: Help desk software provides a ticketing system for customer service teams to organize and respond to inquiries regarding a company’s products or services. Traditionally, help desks take in customer inquiries from email and web forms, but these solutions are increasingly supporting omnichannel customer service by incorporating other channels such as social media, live chat, SMS, and call center technology. As a result, many help desk solutions include a live chat tool.

    Customer self-service software: Customer self-service software provides a platform for end users, prospects, or customers to access information and perform tasks without the assistance of customer support representatives. Customer self service can take many different forms and may include chatbots, intelligent virtual assistants, knowledge bases, FAQs, and community forums.

    Social customer service software: Businesses use social customer service software to assist their customers via social networks and social messenger apps. These solutions collect customer inquiries from social media and assign them to support team members. While live chat software allows customers to receive support when visiting a company’s website, social customer service enables support teams to respond proactively to customer complaints or questions. Some live chat tools offer the ability to transfer chat interactions to social messaging platforms, so the conversation can be continued on the customer’s preferred platform.

    Conversational marketing software: Live chat tools may integrate with or include features of conversational marketing software. Conversational marketing helps businesses improve conversion rates by identifying and engaging with potential customers throughout their buying journey. These products accelerate the buying process by transferring qualified leads to sales representatives or facilitating follow-up conversations if a customer is not yet ready to buy.

    Chatbots software: Chatbots, which are often called virtual agents or virtual assistants, are used in place of a human to conduct specific tasks or provide information based on written or spoken requests. Customer support tools, such as live chat, help desk, or contact center solutions, may already have chatbots implemented as a first line of defense when dealing with customers.

    Challenges with Live Chat Software

    Although live chat software can be implemented relatively quickly, the adoption of these tools can pose additional challenges. Before purchasing live chat software, businesses must make sure to have a plan to address potential issues before they arise.

    Increase in support requests: Naturally, adding an immediate and accessible means for customers to contact the business will result in an influx of support requests and conversations. To avoid overwhelming the business’ chat support team, companies can roll out the live chat product gradually. Users may also wish to open it up to smaller segments of customers over time rather than all at once. 

    Staff training: A big part of customer support is empathizing with the customer. For even simple inquiries, it’s important for agents to come across as friendly and approachable via live chat. Tone is sometimes difficult to read through text, so it’s easy for website visitors to misinterpret a message from a support agent. Agents should be trained on how to express empathy in text form to prevent any tone assumptions.

    Spam or inappropriate messages: While approachability is generally considered beneficial, it opens the possibility of potential scenarios involving inappropriate or irrelevant messages. Fortunately, many live chat offerings have a spam filter or block functionality, which allows agents to distinguish real messages or block aggressive customers.

    Which Companies Should Buy Live Chat Software?

    Any business with a website can use live chat software. These products are beneficial to companies of all sizes, from small businesses to large enterprises. However, there are a few types of businesses that are particularly suited for live chat.

    E-commerce: E-commerce brands and any business that sells products online should consider buying a live chat solution. While customers browse an e-commerce site, they may run into technical issues or have questions about specific product specifications, shipping, or return policies. Live chat offers the opportunity for a business to answer a customer’s question right away, increasing the chance that the customer will complete their purchase.

    Services: Live chat can be very beneficial for businesses in the service industry, especially banking, healthcare, real estate, travel, and hospitality. For these industries, exceptional customer service is paramount to the success of the business. Live chat provides clients and prospects with an instant connection to a business so they can quickly resolve issues or have their questions answered.

    How to Buy Live Chat Software

    Requirements Gathering (RFI/RFP) for Live Chat Software

    Whether a company is purchasing a live chat solution for the first time or looking for a replacement, the first step is defining a list of requirements the product must meet for the business to be most productive. These requirements will help buyers narrow down the list of products to consider.

    First, buyers must evaluate the need for live chat software, and ask the following questions:

    • Who will be using the product most often?
    • How many users (or seats) do we need? 
    • Will it be used for customer service or technical support? 
    • Will the sales team use it for lead generation or guiding customers on their buying journey?

    At this point, it’s also important to list the features that will prove most useful for the teams using the product. For improving customer self-service and freeing up team members’ time, companies may require a product that can automate workflows to resolve customer issues without human assistance. Buyers must consider if the product should integrate with any other software their business uses, such as CRM or help desk.

    Compare Live Chat Software Products

    Create a long list

    Based on the list of requirements, buyers should create a long list of no more than 10 products that appear to meet the business needs. Consulting online review sites is a great way to start the long list. G2 has thousands of software categories with over 1 million verified user reviews. G2’s Live Chat software category can help buyers find the highest rated or most popular products based on reviews from verified customers.

    Create a short list

    After consulting customer reviews and creating a long list of live chat software products, companies must begin eliminating the options that won’t work for their business. The easiest way to do this is to first eliminate the products outside budget. Small businesses or startups should look at each product’s pricing plans to determine if the product will still be affordable as the company scales up. At this point, buyers should also eliminate products that don’t offer all the required features.

    Conduct demos

    Once a short list of about three to five products is ready, companies should begin reaching out to vendors to schedule demos. Demos allow buyers to take a closer look at each live chat solution’s functionality and ease of use. This may also be the first opportunity to glimpse each vendor’s onboarding style and service levels and determine if they are helpful and communicative and whether they are focusing too much on the sales pitch.

    Selection of Live Chat Software

    Choose a selection team

    The company’s software selection team should already consist of a project manager to manage the process from start to finish and an executive sponsor to ensure buy-in from the company’s decision makers. Naturally, the selection team should also include several employees who will be using the live chat daily, such as sales representatives or customer service agents.

    Negotiation

    Before signing a contract, buyers should make sure to negotiate for the best price and ask about any discounts for which their business may qualify. This is also the time to discuss implementation and onboarding services and payment plans.

    Final decision

    Finally, it’s time to decide on a live chat software and sign the dotted line. In the days and months after the purchase, buyers must monitor the company’s progress with the new product. Is the live chat working as intended? Have users fully adopted all the features? Will the product scale with the company’s growth? If the answer to any of these questions is “no,” the buyer should consider raising the concerns with the vendor. If they are unable to resolve these issues, it may be time to look for alternatives.