# Best Live Chat Software for Medium-Sized Businesses - Page 6

## How Many Live Chat Software Products Does G2 Track?

**Total Products under this Category:** 463

### Category Stats (Jul 2026)

- **Average Rating:** 4.47/5 The average rating of products in this category, based on all submitted ratings
- **Top Trending Product:** Callbell (+2.42%) - Among all products in this category, Callbell recorded the largest rating increase compared to last month

_Last updated: July 22, 2026_

## How Does G2 Rank Live Chat Software Products?

**Why You Can Trust G2's Software Rankings:**

- 30 Analysts and Data Experts
- 100,300+ Authentic Reviews
- 463+ Products
- Unbiased Rankings

G2's software rankings are built on verified user reviews, rigorous moderation, and a consistent research methodology maintained by a team of analysts and data experts. Each product is measured using the same transparent criteria, with no paid placement or vendor influence. While reviews reflect real user experiences, which can be subjective, they offer valuable insight into how software performs in the hands of professionals. Together, these inputs power the G2 Score, a standardized way to compare tools within every category.

## G2 Grid® for Live Chat Software
 ![G2 Grid® for Live Chat Software plotting products by satisfaction and market presence](https://www.g2.com/categories/live-chat/grids.png?focus%5B%5D=574&focus%5B%5D=5494&focus%5B%5D=90225&focus%5B%5D=3270&focus%5B%5D=1281845&focus%5B%5D=19432&focus%5B%5D=57328&focus%5B%5D=10366)

Highlighted products: Zendesk for Customer Service, Agentforce Service (formerly Salesforce Service Cloud), Qualified, Fin, WhatsApp Business Platform, Birdeye, HubSpot Service Hub, and Podium.

Underlying data: [Grid® JSON](https://www.g2.com/categories/live-chat/grids.json?focus%5B%5D=zendesk-for-customer-service&focus%5B%5D=agentforce-service-formerly-salesforce-service-cloud&focus%5B%5D=qualified&focus%5B%5D=fin&focus%5B%5D=whatsapp-business-platform&focus%5B%5D=birdeye&focus%5B%5D=hubspot-service-hub&focus%5B%5D=podium&segment=mid-market)

**Sponsored**

### UserGuiding

UserGuiding is a no-code product adoption platform for teams who need users to reach value on their own, without a support ticket or a training call. You build in-app guidance inside your own product using a visual editor and a Chrome extension, with no engineering ticket. Interactive guides and walkthroughs, onboarding checklists, tooltips, hotspots, banners and announcement modals, each targeted to segments you define from user attributes and events. One platform for the whole adoption loop. Onboard users, see where they stall, ask them why, collect what they want built next, show them what you committed to, then announce it in-app when it ships. Self-serve help: a standalone multilingual Knowledge Base, a Resource Center widget inside your product, and an AI Assistant that answers your users' questions conversationally from your own content. Deflect tickets without adding headcount. Feedback and evidence: in-app surveys and NPS targeted to the right users at the right moment, analytics on every guide, checklist and survey, and Session Replay to see exactly where users stall. Custom Alerts flag a material that stops performing, instead of you finding out at the monthly review. Feature requests and public roadmap: your users submit ideas inside your product and vote on each other's. Everything lands in an inbox you approve before anything goes public. What you pick moves onto a public roadmap in status columns you name yourself, and when it ships it becomes an update post on the same page the request started on. AI-native access: UserGuiding ships an MCP server, so you can query your own adoption data straight from Claude, Cursor or any MCP client rather than exporting spreadsheets. The 1:1 onboarding program: twelve weeks, one hour a week, someone from our team on a call with yours, building in your account instead of handing you a plan. Each session takes one piece of your user journey and gets something live. UserGuiding is the only product adoption platform that includes a weekly 1:1 onboarding program at no additional fee. Everywhere else, hands-on implementation is a paid services engagement or reserved for enterprise contracts. You can see what UserGuiding costs without booking a call. Plans start at $174 per month billed annually. Enterprise adds SAML SSO, activity logs, migration support, and SOC 2, GDPR and HIPAA compliance. More than 1,000 companies use UserGuiding, which holds 4.7 stars across 772 G2 reviews, most often praised for how quickly it goes live.

[Visit website](https://www.g2.com/external_clickthroughs/record?secure%5Bad_program%5D=ppc&secure%5Bad_slot%5D=category_product_list_llm&secure%5Bcategory_id%5D=191&secure%5Bchosen_at%5D=2026-07-31T20%3A47%3A49Z&secure%5Bdisplayable_resource_id%5D=10&secure%5Bdisplayable_resource_type%5D=Category&secure%5Bmedium%5D=sponsored&secure%5Bplacement_reason%5D=neighbor_category&secure%5Bplacement_resource_ids%5D%5B%5D=10&secure%5Bprioritized%5D=false&secure%5Bproduct_id%5D=85720&secure%5Bresource_id%5D=191&secure%5Bresource_type%5D=Category&secure%5Bsource_type%5D=category_page&secure%5Bsource_url%5D=https%3A%2F%2Fwww.g2.com%2Fcategories%2Flive-chat%2Fmid-market%3Fpage%3D6&secure%5Btoken%5D=afaaa7567c5f062ed7ad21ef5aaf8eaf150447316ac16783a88946d0c287c535&secure%5Burl%5D=https%3A%2F%2Fuserguiding.com%2F%3Futm_source%3Dg2%26utm_medium%3Dcpc%26utm_campaign%3Dg2_cpc&secure%5Burl_type%5D=custom_url)

### [Appy Pie](https://www.g2.com/products/appy-pie/reviews)

Appy Pie is a type of no-code AI app and website building software that helps users create, customize, and manage mobile applications and websites through prompt-based generation and visual editing tools. The platform is used by small businesses, entrepreneurs, educators, and teams that need to develop digital products without relying on traditional software development workflows. Appy Pie supports use cases such as building business apps, launching marketing websites, creating customer engagement tools, and developing internal mobile solutions. With the AI App Builder, users can begin by describing the type of app they want to create, including layout, design, and core functionality. The system generates an initial structure that can be refined over time. Appy Pie also includes an AI Website Builder that applies a similar approach to creating responsive websites based on user requirements. In addition to prompt-based creation, Appy Pie provides selection-based editing, where users can click on individual elements—such as text, buttons, images, or sections—and update them through targeted prompts. Visual drag-and-drop editing is also available for manual adjustments, allowing users to combine AI-assisted changes with direct design control. Key features and capabilities include: Prompt-based generation for initial app and website layouts Selection-based editing for updating specific elements without changing the full design Visual editing tools for manual customization and layout adjustments Support for building mobile apps and responsive websites in a no-code environment A hybrid workflow that enables ongoing refinement through both AI and interactive editing Appy Pie provides a structured way for users to build and evolve apps and websites while maintaining consistency across design and functionality.

**Average Rating:** 4.7/5.0

**Total Reviews:** 1,310

#### How Do G2 Users Rate Appy Pie?

- **Has the product been a good partner in doing business?:** 9.2/10 (Category avg: 9.1/10)
- **Lead Development:** 8.6/10 (Category avg: 8.5/10)
- **Customization :** 8.8/10 (Category avg: 8.5/10)
- **Co-Browsing:** 9.0/10 (Category avg: 8.1/10)

#### Who Is the Company Behind Appy Pie?

- **Seller:** [Appy Pie LLP](https://www.g2.com/sellers/appy-pie-llp)
- **Year Founded:** 2016
- **HQ Location:** Delhi
- **Twitter:** @AppyPieInc  
17,105 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=33ce29249c645fde6da07571a1c2e7b0d71af249ef62b7dbad505f5ff29fc724&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F2759360%2F&secure%5Burl_type%5D=linkedin_company_website)  
203 employees on LinkedIn®

#### Who Uses This Product?

- **Who Uses This:** CEO, Owner
- **Top Industries:** Health, Wellness and Fitness, Education Management
- **Company Size:** 87% Small, 10% Medium

#### What Do G2 Reviewers Say About Appy Pie?

_AI-generated summary from verified user reviews_

##### Pros

- Users appreciate the **responsive customer support** of Appy Pie, valuing quick resolutions and live assistance throughout the process.
- Users find the **ease of use** of Appy Pie remarkable, complemented by excellent customer support.
- Users find Appy Pie's team to be **very helpful** , providing guidance and support for app-related issues.
- Users find the **ease of use** in Appy Pie exceptional, making app creation accessible for everyone.
- Users love the **easy creation** process of Appy Pie, enabling professional app building with seamless deployment support.

##### Cons

- Users frequently experience **poor customer support** , with inconsistent help and concerning requests for sensitive information.
- Users find Appy Pie **expensive** , especially with additional costs for resubmissions despite its ease of use.
- Users find the **cost of Appy Pie to be high** despite it being competitive with other providers.
- Users find the **limited features** of Appy Pie frustrating, with key functionalities still unavailable for their needs.
- Users find **pricing issues** significant, noting unclear costs and recent price increases despite relative affordability.

#### What Are Recent G2 Reviews of Appy Pie?

**["Effortless App Building with AI Features"](https://www.g2.com/survey_responses/appy-pie-review-12278767)**

**Rating:** 4.5/5.0 stars

_— Sumit T._

[Read full review](https://www.g2.com/survey_responses/appy-pie-review-12278767)

**["Appypie: The Best No Code App Builder for Freshers"](https://www.g2.com/survey_responses/appy-pie-review-12634715)**

**Rating:** 4.0/5.0 stars

_— Tahir R._

[Read full review](https://www.g2.com/survey_responses/appy-pie-review-12634715)

#### What Are G2 Users Discussing About Appy Pie?

- [What is Appy Pie used for?](https://www.g2.com/discussions/what-is-appy-pie-used-for)
- [What is apple pie application?](https://www.g2.com/discussions/what-is-apple-pie-application)
- [Is Appy Pie paid?](https://www.g2.com/discussions/is-appy-pie-paid) - 1 comment
- [Is Appy Pie good?](https://www.g2.com/discussions/is-appy-pie-good) - 2 comments
- [What can Appy Pie Do?](https://www.g2.com/discussions/what-can-appy-pie-do) - 1 comment

### [Olark](https://www.g2.com/products/olark/reviews)

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. Olark is WCAG 2.0 AA compliant, accessible, and GDPR ready.

**Average Rating:** 4.3/5.0

**Total Reviews:** 220

#### How Do G2 Users Rate Olark?

- **Has the product been a good partner in doing business?:** 9.1/10 (Category avg: 9.1/10)
- **Lead Development:** 8.3/10 (Category avg: 8.5/10)
- **Customization :** 7.7/10 (Category avg: 8.5/10)
- **Co-Browsing:** 8.9/10 (Category avg: 8.1/10)

#### Who Is the Company Behind Olark?

- **Seller:** [Olark](https://www.g2.com/sellers/olark)
- **Year Founded:** 2008
- **HQ Location:** Ann Arbor, MI
- **Twitter:** @olark  
5,794 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=e565440c732dcb2f659d3880be0d06191cced29d5246411bf9d47e6a7d81e2a1&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F469764%2F&secure%5Burl_type%5D=linkedin_company_website)  
17 employees on LinkedIn®

#### Who Uses This Product?

- **Top Industries:** Computer Software, Internet
- **Company Size:** 51% Small, 44% Medium

#### What Do G2 Reviewers Say About Olark?

_AI-generated summary from verified user reviews_

##### Pros

- Users appreciate the **user-friendly interface** of Olark, making it enjoyable for both admins and users alike.
- Users enjoy the **nice interface** of Olark, making it a pleasant experience for both admins and customers.

##### Cons

- Users are frustrated by the **billing issues** related to exporting transcripts individually, necessitating extra payments.

#### What Are Recent G2 Reviews of Olark?

**["Olark is easy to use and has many features."](https://www.g2.com/survey_responses/olark-review-8956324)**

**Rating:** 5.0/5.0 stars

_— Verified User in Telecommunications_

[Read full review](https://www.g2.com/survey_responses/olark-review-8956324)

**["Olark is pretty good"](https://www.g2.com/survey_responses/olark-review-252990)**

**Rating:** 4.5/5.0 stars

_— Verified User in Computer Software_

[Read full review](https://www.g2.com/survey_responses/olark-review-252990)

#### What Are G2 Users Discussing About Olark?

- [What is Olark used for?](https://www.g2.com/discussions/what-is-olark-used-for)
- [What does Olark do?](https://www.g2.com/discussions/what-does-olark-do)
- [Does Olark have an app?](https://www.g2.com/discussions/does-olark-have-an-app)
- [How does Olark work?](https://www.g2.com/discussions/how-does-olark-work)
- [What is Olark chat?](https://www.g2.com/discussions/what-is-olark-chat) - 1 comment

### [Enghouse Contact Center](https://www.g2.com/products/enghouse-contact-center/reviews)

Enghouse Interactive is a global provider of contact center software and services, trusted by organizations worldwide to deliver reliable, scalable customer engagement solutions. Backed by decades of experience and a broad customer experience (CX) portfolio, Enghouse supports businesses of all sizes as their engagement needs evolve. The Enghouse Contact Center solution—available in the cloud or on-premises—offers comprehensive omnichannel capabilities, including voice, video, digital channels, and outbound communications. The platform features AI-powered self-service, agent assistance, and quality management, along with built-in workforce management and robust third-party integrations.

**Average Rating:** 4.3/5.0

**Total Reviews:** 98

#### How Do G2 Users Rate Enghouse Contact Center?

- **Has the product been a good partner in doing business?:** 8.3/10 (Category avg: 9.1/10)
- **Lead Development:** 8.9/10 (Category avg: 8.5/10)
- **Customization :** 8.5/10 (Category avg: 8.5/10)
- **Co-Browsing:** 8.9/10 (Category avg: 8.1/10)

#### Who Is the Company Behind Enghouse Contact Center?

- **Seller:** [Enghouse Systems](https://www.g2.com/sellers/enghouse-systems)
- **Company Website:** www.enghouse.com
- **Year Founded:** 1984
- **HQ Location:** Markham
- **Twitter:** @EnghouseInterac  
2,418 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=f817d6a24efc2045479268e47e7124e25f84a6d65472505e9f62f8381960db96&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fenghouse%2F&secure%5Burl_type%5D=linkedin_company_website)  
1,294 employees on LinkedIn®

#### Who Uses This Product?

- **Top Industries:** Information Technology and Services, Telecommunications
- **Company Size:** 65% Medium, 24% Large

#### What Do G2 Reviewers Say About Enghouse Contact Center?

_AI-generated summary from verified user reviews_

##### Pros

- Users value the **high accuracy** of Enghouse Contact Center, enhancing support through smart integrations and real-time features.
- Users value the **accuracy of information** provided by Enghouse, enhancing the effectiveness of customer interactions across channels.
- Users praise the **AI efficiency** of Enghouse Contact Center, enhancing support with smart routing and insightful analysis.
- Users appreciate the **seamless AI integration** of Enghouse, enhancing customer support across multiple channels effectively.
- Users value the **advanced AI capabilities** of Enghouse, enhancing customer support through effective matching and insights.

##### Cons

- Users find the **complex customization** of Enghouse Contact Center requires advanced support and complicates the deployment process.
- Users find the **complex implementation** of Enghouse Contact Center requires significant technical expertise and financial commitment.
- Users find the **complexity of configuration** in Enghouse Contact Center necessitates extensive technical support and investment.
- Users find the **complex setup** of Enghouse Contact Center challenging, often necessitating advanced technical support for configuration.
- Users find that **customization is difficult** , necessitating advanced technical support for effective administration settings.

#### What Are Recent G2 Reviews of Enghouse Contact Center?

**["Reinvent the way customers interact and communicate with a straightforward solution."](https://www.g2.com/survey_responses/enghouse-contact-center-review-9044967)**

**Rating:** 4.0/5.0 stars

_— Jack S._

[Read full review](https://www.g2.com/survey_responses/enghouse-contact-center-review-9044967)

**["Now our company has comprehensive reporting and analytics"](https://www.g2.com/survey_responses/enghouse-contact-center-review-9743636)**

**Rating:** 4.5/5.0 stars

_— Romano A._

[Read full review](https://www.g2.com/survey_responses/enghouse-contact-center-review-9743636)

### [ProProfs Chat](https://www.g2.com/products/proprofs-proprofs-chat/reviews)

ProProfs Chat is a responsive live chat software that helps organizations get in touch with their daily visitors and customers in real-time hassle-free. Whether you own a small, medium or enterprise level business, providing instant support to valuable customers and visitors on your site becomes a piece a of cake with the integration of this software. ProProfs Chat comes with special features and services adaptable to today’s fast-paced world. In fact it has emerged as a go-to solution for personalized, human interactions to create meaningful connections at a fraction of the cost of other popular means. ProProfs Chat is also an extensive software that comes with intuitive capabilities. These help to examine the behavior of website visitors through highly accurate and reliable real-time customer data to reactively or proactively deliver chat invitation to the right customer ensuring timely interventions. The analytics graph in dashboard helps to track website traffic, chat transcripts and other valuable statistical information over time in addition to its comprehensive real-time reporting system. It provides automatic defined rule based on chat distribution, hands-on assistance with co-browsing and snapshot features. Other than that, the visitor chat window offers ultimate flexibility, customizability and total compatibility to your website. Besides these, you can also find a range of features such as visitor monitoring, third party integration, post-chat surveys for gathering feedback, callback requests when operators are offline, file sharing, support operators’ performance reports, and more. ProProfs Chat also provides personalized deployment services, with a committed success manager, 24/7 online support, multiple location backup with multi layered data privacy and security. We offer a no-obligation 15-day free trial that helps you decide whether the software can help you save time and still answer customer queries hassle-free or not.

**Average Rating:** 4.5/5.0

**Total Reviews:** 35

#### How Do G2 Users Rate ProProfs Chat?

- **Has the product been a good partner in doing business?:** 9.3/10 (Category avg: 9.1/10)
- **Lead Development:** 9.3/10 (Category avg: 8.5/10)
- **Customization :** 8.5/10 (Category avg: 8.5/10)
- **Co-Browsing:** 9.6/10 (Category avg: 8.1/10)

#### Who Is the Company Behind ProProfs Chat?

- **Seller:** [ProProfs](https://www.g2.com/sellers/proprofs)
- **Year Founded:** 2009
- **HQ Location:** Los Angeles, CA
- **Twitter:** @ProProfs  
4,731 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=9acb8211ef0b8540d9c8ef7ba6681ff4d087fdc62ea17b3bc0a016852fbdef85&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F9492925%2F&secure%5Burl_type%5D=linkedin_company_website)  
215 employees on LinkedIn®

#### Who Uses This Product?

- **Top Industries:** Information Technology and Services, Marketing and Advertising
- **Company Size:** 51% Small, 31% Medium

#### What Are Recent G2 Reviews of ProProfs Chat?

**["An interesting Chat solution for any customer facing website."](https://www.g2.com/survey_responses/proprofs-chat-review-8001701)**

**Rating:** 4.5/5.0 stars

_— Arpi J._

[Read full review](https://www.g2.com/survey_responses/proprofs-chat-review-8001701)

**["Better Customer Service with ProProfs Chat"](https://www.g2.com/survey_responses/proprofs-chat-review-8009953)**

**Rating:** 4.5/5.0 stars

_— Abhishek G._

[Read full review](https://www.g2.com/survey_responses/proprofs-chat-review-8009953)

#### What Are G2 Users Discussing About ProProfs Chat?

- [What is ProProfs Chat used for?](https://www.g2.com/discussions/what-is-proprofs-chat-used-for)

### [Lime Connect (formerly Userlike)](https://www.g2.com/products/lime-connect-formerly-userlike/reviews)

is Germany's leading AI-Agent platform for customer communication. AI Agents automate complete service processes, integrated into your existing systems and developed in Germany for maximum security. All customer messages from website chat, WhatsApp, Facebook Messenger, Instagram, Telegram, email, and more are centralized in Lime Connect's Message Center. AI Agents resolve recurring requests end-to-end, while professional service features such as voice messages, live translations, intelligent routing, and browser-based video calls with screen sharing support teams when human expertise is needed. The mobile app ensures that customer interactions can be managed anytime, anywhere. Connect AI takes your customer service to the next level. Deploy autonomous AI Agents that handle up to 70% of interactions independently, automate workflows, and update integrated systems such as your CRM or commerce platform. With our visual no-code Workflow Builder, you can structure and automate business processes efficiently—defining triggers, conditions, and actions via drag and drop, without any programming knowledge. In combination with Connect AI, workflows can be enhanced with intelligent decision logic, enabling faster responses while reducing manual work. The AI Copilot supports your service team by summarizing conversations, suggesting responses, and providing relevant knowledge in real time. Both features improve efficiency, reduce costs, and maintain high-quality customer interactions. Lime Connect also provides tools for lead generation and follow-up, including a modern website messenger and WhatsApp Campaigns for direct, personalized communication with customers. Existing chatbots can be integrated via the chatbot API to extend your AI capabilities. Since Lime Connect was founded over 10 years ago, data protection has always been a top priority. All data is stored securely on German servers making Lime Connect a GDPR-compliant customer messaging solution. With its secure data infrastructure and special features, Lime Connect guarantees data protection and security for your customers, your employees and your company as a whole. Lime Connect is suitable for all company sizes because the software is flexible and adapts to your needs and goals. Small and medium-sized companies, as well as large corporations such as Toyota and Hermes, already rely on Lime Connect.

**Average Rating:** 4.4/5.0

**Total Reviews:** 441

#### How Do G2 Users Rate Lime Connect (formerly Userlike)?

- **Has the product been a good partner in doing business?:** 8.6/10 (Category avg: 9.1/10)
- **Lead Development:** 8.1/10 (Category avg: 8.5/10)
- **Customization :** 8.2/10 (Category avg: 8.5/10)
- **Co-Browsing:** 8.5/10 (Category avg: 8.1/10)

#### Who Is the Company Behind Lime Connect (formerly Userlike)?

- **Seller:** [Lime Connect](https://www.g2.com/sellers/lime-connect)
- **Year Founded:** 2011
- **HQ Location:** Cologne, Germany
- **Twitter:** @userlike  
5,037 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=4ad50a9a78d438a80aca6be6f781a627e4f90eb0e8d005ff3d1fabe5255379cb&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F2855046%2F&secure%5Burl_type%5D=linkedin_company_website)  
47 employees on LinkedIn®

#### Who Uses This Product?

- **Who Uses This:** CEO, Marketing Manager
- **Top Industries:** Computer Software, Information Technology and Services
- **Company Size:** 80% Small, 16% Medium

#### What Do G2 Reviewers Say About Lime Connect (formerly Userlike)?

_AI-generated summary from verified user reviews_

##### Pros

- Users praise the **easy WhatsApp implementation** , which simplifies their customer management processes significantly.
- Users love the **easy WhatsApp integration** , simplifying their customer management process significantly.
- Users find **WhatsApp integration** effortless, enhancing their experience in managing customer interactions smoothly.
- Users praise the **easy WhatsApp implementation** of Lime Connect, simplifying customer management significantly.
- Users love the **easy WhatsApp integration** , making customer management seamless and efficient.

##### Cons

- Users find the product **expensive** , which may deter some despite its functionality.
- Users find the **bland design** of Lime Connect lacking, despite acknowledging its functionality and pricing concerns.

#### What Are Recent G2 Reviews of Lime Connect (formerly Userlike)?

**["AI Power and Ease of Use"](https://www.g2.com/survey_responses/lime-connect-formerly-userlike-review-8977654)**

**Rating:** 4.0/5.0 stars

_— Nello P._

[Read full review](https://www.g2.com/survey_responses/lime-connect-formerly-userlike-review-8977654)

**["I did research for my client that was building a new website and Userlike floated to the top."](https://www.g2.com/survey_responses/lime-connect-formerly-userlike-review-8968512)**

**Rating:** 5.0/5.0 stars

_— Randy R._

[Read full review](https://www.g2.com/survey_responses/lime-connect-formerly-userlike-review-8968512)

#### What Are G2 Users Discussing About Lime Connect (formerly Userlike)?

- [What is Userlike used for?](https://www.g2.com/discussions/what-is-userlike-used-for)

### [ChatBeacon AIX 2026](https://www.g2.com/products/chatbeacon-aix-2026/reviews)

AI-Powered Live Chat and Customer Service Software ⭑ Turn Every Customer Conversation Into a Smarter Outcome ChatBeacon AIX brings AI-powered customer service, live chat, and customer intelligence together in one unified platform. It helps organizations answer questions faster, support live agents, protect valuable opportunities, and deliver more personalized service across every customer conversation. https://www.chatbeacon.ai/ AI agents provide immediate answers using approved company knowledge. When a customer needs human assistance, the conversation can be routed to a live agent, with the customer’s information, conversation history, and reason for the inquiry already available. This creates a smoother experience for the customer and gives the agent the context needed to help without asking the customer to start over. ChatBeacon AIX allows customer service, sales, and digital teams to automate routine questions while keeping live agents involved when personal attention, judgment, or specialized knowledge is needed. AI and live support work together on one platform rather than operating as separate, disconnected systems. ⭑ What Makes ChatBeacon AIX Different ❇️ ChatBeacon Recall CRM ChatBeacon Recall CRM is a customer conversation history and context feature built into ChatBeacon AIX. It helps live agents recognize returning website visitors, review previous conversations, understand earlier questions, and continue the relationship without treating every interaction like the first. By giving agents access to relevant customer history, ChatBeacon Recall CRM helps customer service and sales teams provide faster, more informed, and more personalized support. ❇️ ChatBeacon Cue ChatBeacon Cue is an AI assistant for live chat agents. It analyzes the current customer conversation and helps agents respond faster by suggesting relevant answers and surfacing information from approved company knowledge. The live agent remains in control and decides which response to send. This allows teams to benefit from the speed of AI while preserving human judgment and oversight. ❇️ AI Escalation AI Escalation moves a customer from an AI agent to a live agent or the appropriate team when human assistance is needed. The customer’s question, contact information, conversation history, and reason for escalation can remain available during the handoff. This helps the agent understand the issue more quickly and prevents the customer from having to repeat information or restart the conversation. ✅ Key Benefits \* Resolve More Customer Questions: ChatBeacon AIX helps organizations provide fast, consistent answers to routine and frequently asked questions, including during times when live agents are unavailable. \* Improve Live Agent Productivity: AI can handle repetitive conversations and help agents locate relevant information more quickly. This allows live teams to spend more time on complex questions, sensitive situations, and higher-value customer needs. \* Create Better AI-to-Human Experiences: Customers can move from AI assistance to live support without losing important conversation details. Agents receive more context at the beginning of the interaction, which can reduce delays and improve the overall experience. \* Protect Leads and Service Opportunities: ChatBeacon AIX can engage website visitors, collect important information, and route valuable conversations to the appropriate agent, department, or workflow. \* Deliver More Personalized Support: Customer history and previous conversations help teams recognize returning visitors and respond with a better understanding of their needs. \* Manage Customer Conversations in One Platform: Organizations can manage AI agents, live agents, routing, reporting, customer context, and engagement tools from one centralized environment. ✅ Key Features \* AI-Powered Customer Service: AI agents answer customer questions using approved company content, business information, and knowledge sources. \* Live Chat Software: Website visitors can connect with live agents for real-time customer service, sales, and support. \* Seamless AI-to-Live-Agent Handoff: Customers can move from AI assistance to a live person while preserving the conversation and important customer details. \* AI Assistance for Live Agents: Agents can receive suggested responses, relevant information, customer context, and AI-generated conversation summaries. \* Co-Browse and Screen Sharing: Agents can help customers navigate websites, complete forms, understand online processes, and resolve complex issues visually in real time. \* Proactive Chat Engagement: Organizations can invite visitors to chat at important points in the customer journey based on website activity and behavior. \* Lead Capture and Conversation Routing: ChatBeacon AIX can collect visitor information and direct conversations to the appropriate person, department, or workflow. \* Visitor Monitoring and Customer Context: Agents can view useful information about website activity, previous interactions, and customer needs before or during a conversation. \* Conversation Transfers: Chats can be transferred between agents and teams while preserving important conversation information. \* SMS and Digital Messaging: Organizations can continue customer conversations beyond the website and provide additional ways for customers to connect. \* AI-Generated Summaries and Reporting: ChatBeacon AIX can summarize conversations and provide insight into customer questions, agent activity, AI performance, and service trends. \* Customizable Chat Experiences: The chat interface, branding, messaging, routing, AI behavior, and workflows can be configured to fit the organization’s customer experience. \* Centralized Administration: Administrators can manage AI agents, live agents, conversations, routing, reporting, and platform settings from one environment. \* Cloud and On-Premise Deployment: Organizations can choose cloud or on-premise deployment based on their infrastructure, security, compliance, and data-control requirements. ⭑ Built for Organizations That Need More Than a Basic Chatbot ChatBeacon AIX is designed for organizations that need AI automation and live human support to work together. It provides the speed of AI, the judgment of live agents, and the customer context needed to deliver more effective service. The platform is well suited for customer service, sales, financial services, healthcare, higher education, government, and other industries where accuracy, security, personalization, and access to human support remain important. ⭑ About ChatBeacon ChatBeacon AIX is developed by SmartMax Software, Inc., a U.S.- based software company with more than two decades of experience building live chat, customer engagement, and real-time support technology. Since 2005, ChatBeacon has helped organizations connect with customers online, support live service teams, and manage complex digital conversations. ChatBeacon AIX builds on that experience by combining AI automation, live human support, customer history, agent assistance, and real-time engagement tools in one unified customer service platform.

**Average Rating:** 4.6/5.0

**Total Reviews:** 59

#### How Do G2 Users Rate ChatBeacon AIX 2026?

- **Has the product been a good partner in doing business?:** 9.9/10 (Category avg: 9.1/10)
- **Lead Development:** 8.4/10 (Category avg: 8.5/10)
- **Customization :** 9.1/10 (Category avg: 8.5/10)

#### Who Is the Company Behind ChatBeacon AIX 2026?

- **Seller:** [SmartMax Software](https://www.g2.com/sellers/smartmax-software)
- **Year Founded:** 1993
- **HQ Location:** Tulsa, US
- **Twitter:** @chatbeaconai  
894 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=21dcb82ac1386c8e9ac18fec55a00917225fb5949bf8d047474f8661629c7469&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fchatbeaconio%2F&secure%5Burl_type%5D=linkedin_company_website)  
1 employees on LinkedIn®

#### Who Uses This Product?

- **Top Industries:** Consumer Services
- **Company Size:** 68% Medium, 53% Small

#### What Are Recent G2 Reviews of ChatBeacon AIX 2026?

**["Perfect tool for give the best support with live chat features"](https://www.g2.com/survey_responses/chatbeacon-aix-2026-review-4272799)**

**Rating:** 4.5/5.0 stars

_— Mikel D._

[Read full review](https://www.g2.com/survey_responses/chatbeacon-aix-2026-review-4272799)

**["ChatBeacon: A Powerful Virtual Delivery Staple with Live Chat, Video, and AI"](https://www.g2.com/survey_responses/chatbeacon-aix-2026-review-13090596)**

**Rating:** 5.0/5.0 stars

_— Verified User in Higher Education_

[Read full review](https://www.g2.com/survey_responses/chatbeacon-aix-2026-review-13090596)

#### What Are G2 Users Discussing About ChatBeacon AIX 2026?

- [What is ChatBeacon Live Chat used for?](https://www.g2.com/discussions/what-is-chatbeacon-live-chat-used-for)

### [CINNOX](https://www.g2.com/products/cinnox/reviews)

CINNOX is a comprehensive engagement platform that unifies telephony, digital, and social channels. We help businesses compete and win by humanising customer and team experiences through one single platform: Elevate Customer Experiences: - Seamlessly switch among chat, voice, and video on any channel - Give first-time resolution by connecting questions to right expertise - Reduce customer wait times with predictive data analysis Optimise Employee Experiences: - Increase team efficiency by automating repetitive tasks - Tap expertise from different teams to solve complex problems - Improve team performance with insight-driven data We achieve this through the three key pillars of great customer service, where businesses can enjoy one continuous loop of experience improvement: Connect, Orchestrate, and Evaluate.

**Average Rating:** 4.3/5.0

**Total Reviews:** 34

#### How Do G2 Users Rate CINNOX?

- **Has the product been a good partner in doing business?:** 9.0/10 (Category avg: 9.1/10)
- **Lead Development:** 8.8/10 (Category avg: 8.5/10)
- **Customization :** 8.6/10 (Category avg: 8.5/10)
- **Co-Browsing:** 8.0/10 (Category avg: 8.1/10)

#### Who Is the Company Behind CINNOX?

- **Seller:** [M800](https://www.g2.com/sellers/m800)
- **Year Founded:** 2007
- **HQ Location:** Hong Kong
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=80e5e8af92c7e2f2050913edcf6821ca5ab87d80799c6a932e51d8e656c66392&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fm800%2Fabout&secure%5Burl_type%5D=linkedin_company_website)  
107 employees on LinkedIn®

#### Who Uses This Product?

- **Top Industries:** Financial Services
- **Company Size:** 50% Small, 32% Medium

#### What Do G2 Reviewers Say About CINNOX?

_AI-generated summary from verified user reviews_

##### Pros

- Users value the **efficient customer support** from CINNOX, streamlining inquiries across multiple channels and enhancing communication.
- Users find CINNOX remarkably **easy to use** , streamlining customer support and international communications effortlessly on one platform.
- Users appreciate the **multichannel communication** capabilities of CINNOX, making customer interactions seamless and efficient.
- Users appreciate the **easy management** of customer inquiries with CINNOX, streamlining communication efficiently across channels.
- Users love the **easy setup** of CINNOX, enabling quick adoption of its seamless communication features.

##### Cons

- Users find the **missing functionality** in CINNOX limits its effectiveness for customer service operations and integrations.
- Users express concern over **limited AI capabilities** as CINNOX currently does not support ChatGPT integration.
- Users express concerns about **admin control issues** , leading to limited access for certain departments and roles.
- Users often face **unreachable hotline issues** when seeking support, hindering their ability to resolve problems effectively.
- Users express frustration over the **lack of ChatGPT support** , impacting the overall usability of CINNOX.

#### What Are Recent G2 Reviews of CINNOX?

**["Helping me with customer support"](https://www.g2.com/survey_responses/cinnox-review-8113816)**

**Rating:** 5.0/5.0 stars

_— Sai Man C._

[Read full review](https://www.g2.com/survey_responses/cinnox-review-8113816)

**["A powerful engagement platform with clean GUI"](https://www.g2.com/survey_responses/cinnox-review-8042078)**

**Rating:** 5.0/5.0 stars

_— Peter L._

[Read full review](https://www.g2.com/survey_responses/cinnox-review-8042078)

#### What Are G2 Users Discussing About CINNOX?

- [What is CINNOX used for?](https://www.g2.com/discussions/what-is-cinnox-used-for)

### [Pure Chat](https://www.g2.com/products/pure-chat/reviews)

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. If you're looking for a more powerful and integrated solution, sign up for our Pro plan to get access to visitor analytics, unlimited contacts, trigger-based notifications and much more. Get started for free today!

**Average Rating:** 4.4/5.0

**Total Reviews:** 205

#### How Do G2 Users Rate Pure Chat?

- **Has the product been a good partner in doing business?:** 9.2/10 (Category avg: 9.1/10)
- **Lead Development:** 7.9/10 (Category avg: 8.5/10)
- **Customization :** 8.2/10 (Category avg: 8.5/10)
- **Co-Browsing:** 8.1/10 (Category avg: 8.1/10)

#### Who Is the Company Behind Pure Chat?

- **Seller:** [Pure Chat](https://www.g2.com/sellers/pure-chat)
- **Year Founded:** 2012
- **HQ Location:** Scottsdale, AZ
- **Twitter:** @PureChat  
1,460 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=37196ec2b94c2659cf443847eab134ac198d780c11be7d26f45ddd0e342d9383&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F9296758%2F&secure%5Burl_type%5D=linkedin_company_website)  
2 employees on LinkedIn®

#### Who Uses This Product?

- **Who Uses This:** Customer Service Representative
- **Top Industries:** Computer Software, Financial Services
- **Company Size:** 57% Small, 32% Medium

#### What Do G2 Reviewers Say About Pure Chat?

_AI-generated summary from verified user reviews_

##### Pros

- Users admire the **ease of use** of Pure Chat, enjoying quick setup and intuitive interface for effective communication.
- Users value the **easy setup** process of Pure Chat, making implementation quick and hassle-free.
- Users love the **easy-to-use UI** and appreciate features like live monitoring and report downloads.
- Users appreciate the **easy-to-use UI** of Pure Chat, making setup and report management hassle-free.

##### Cons

- Users report **bugs with notifications** , which often fail to work and lack customizable reporting options.
- Users find the **inadequate reporting** in Pure Chat limits their ability to access customized data effectively.
- Users are dissatisfied with the **inability to delete chats** , as it doesn't meet their requirements effectively.

#### What Are Recent G2 Reviews of Pure Chat?

**["Reliable and easy to use"](https://www.g2.com/survey_responses/pure-chat-review-11787781)**

**Rating:** 4.5/5.0 stars

_— Verified User in Information Technology and Services_

[Read full review](https://www.g2.com/survey_responses/pure-chat-review-11787781)

**["Cost-Effective Live Chat with Quick Setup"](https://www.g2.com/survey_responses/pure-chat-review-12460173)**

**Rating:** 5.0/5.0 stars

_— Verified User in Retail_

[Read full review](https://www.g2.com/survey_responses/pure-chat-review-12460173)

#### What Are G2 Users Discussing About Pure Chat?

- [What is Pure Chat used for?](https://www.g2.com/discussions/what-is-pure-chat-used-for)
- [What is Purechat?](https://www.g2.com/discussions/what-is-purechat)
- [Is pure chat safe?](https://www.g2.com/discussions/is-pure-chat-safe)
- [How does pure chat work?](https://www.g2.com/discussions/how-does-pure-chat-work)

### [Smartsupp](https://www.g2.com/products/smartsupp/reviews)

Smartsupp helps businesses grow online sales with advanced AI Shopping Assistants, live chat, multichannel solution and automated workflows. We offer everything you need to grow your online sales: an easy-to-use platform powered with AI, chatbots with various skills and templates, live chat... and much much more you can use to engage your visitors at the right time and convert them into loyal customers in no time. Smartsupp is one of the leading and most trusted chat and chatbot solutions in the world, currently helping over 100,000 webshops and websites.

**Average Rating:** 4.7/5.0

**Total Reviews:** 959

#### How Do G2 Users Rate Smartsupp?

- **Has the product been a good partner in doing business?:** 9.0/10 (Category avg: 9.1/10)
- **Lead Development:** 8.6/10 (Category avg: 8.5/10)
- **Customization :** 8.8/10 (Category avg: 8.5/10)
- **Co-Browsing:** 8.4/10 (Category avg: 8.1/10)

#### Who Is the Company Behind Smartsupp?

- **Seller:** [Smartsupp](https://www.g2.com/sellers/smartsupp)
- **Year Founded:** 2013
- **HQ Location:** Brno, South Moravia
- **Twitter:** @SmartsuppCOM  
441 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=51ac950f8182cc23422a3d00e7f6588c5baf7de60923531f6be2f1962112a290&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F5005135%2F&secure%5Burl_type%5D=linkedin_company_website)  
33 employees on LinkedIn®

#### Who Uses This Product?

- **Who Uses This:** CEO, Owner
- **Top Industries:** Retail, Apparel & Fashion
- **Company Size:** 96% Small, 3% Medium

#### What Do G2 Reviewers Say About Smartsupp?

_AI-generated summary from verified user reviews_

##### Pros

- Users find Smartsupp's **ease of use** exceptional, enhancing communication and allowing for seamless integration with various platforms.
- Users appreciate the **easy setup** of Smartsupp, making website integration and configuration a breeze.
- Users appreciate the **helpful automation** features of Smartsupp, enhancing customer support efficiency and engagement.
- Users love the **real-time visitor tracking** and easy-to-use features of Smartsupp across multiple devices.
- Users praise the **intuitive interface** of Smartsupp, enhancing navigation and ensuring a smooth, user-friendly experience.

##### Cons

- Users find the subscription **expensive** , especially for small businesses, and suggest price reductions for better accessibility.
- Users feel that the subscription price is **too high** , suggesting that reducing it could enhance overall satisfaction.
- Users find the **AI limitations** of Smartsupp restrictive, requiring tedious manual input for better chatbot performance.
- Users find **missing features** like limited integrations and slow customer switching frustrating in Smartsupp.
- Users find the **chat management lacking** , struggling with limited message editing and poor support communication.

#### What Are Recent G2 Reviews of Smartsupp?

**["Effortless Automation with Multilingual Excellence"](https://www.g2.com/survey_responses/smartsupp-review-12259097)**

**Rating:** 4.0/5.0 stars

_— Blessed P._

[Read full review](https://www.g2.com/survey_responses/smartsupp-review-12259097)

**["Smartsupp’s All-in-One Live Chat, Chatbots, and Visitor Tracking Boosts Conversions"](https://www.g2.com/survey_responses/smartsupp-review-12542937)**

**Rating:** 5.0/5.0 stars

_— Andrea P._

[Read full review](https://www.g2.com/survey_responses/smartsupp-review-12542937)

#### What Are G2 Users Discussing About Smartsupp?

- [What is Smartsupp used for?](https://www.g2.com/discussions/what-is-smartsupp-used-for)

### [Customers.ai](https://www.g2.com/products/customers-ai/reviews)

Customers.ai is a powerful ecommerce solution that helps you identify your website visitors and reconnect with them through email and ads. It turns anonymous visitors into real leads by capturing and enriching their identity data and restoring lost Facebook ad audiences. Customers.ai helps you engage your website visitors by tracking the customer journey, segmenting high-intent audiences, and ensuring emails reach the right people with the right message. Plus, it works seamlessly with popular tools like Klaviyo, SendGrid, Salesforce, and HighLevel. Trusted by over 100,000 businesses worldwide, including ecommerce and DTC brands, Customers.ai is helping marketers connect with their audience and drive results.

**Average Rating:** 4.8/5.0

**Total Reviews:** 417

#### How Do G2 Users Rate Customers.ai?

- **Has the product been a good partner in doing business?:** 9.6/10 (Category avg: 9.1/10)
- **Lead Development:** 9.6/10 (Category avg: 8.5/10)
- **Customization :** 9.8/10 (Category avg: 8.5/10)
- **Co-Browsing:** 9.7/10 (Category avg: 8.1/10)

#### Who Is the Company Behind Customers.ai?

- **Seller:** [Customers.ai](https://www.g2.com/sellers/customers-ai)
- **Year Founded:** 2018
- **HQ Location:** Boston, Massachusetts
- **Twitter:** @CustomersAI  
6,121 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=4d479ef1d1defa4e7dff0784b63d8e976d72e906eaf5efbe5d58fac7d0ed3413&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F17975060%2F&secure%5Burl_type%5D=linkedin_company_website)  
38 employees on LinkedIn®

#### Who Uses This Product?

- **Who Uses This:** Founder, Owner
- **Top Industries:** Marketing and Advertising, Information Technology and Services
- **Company Size:** 79% Small, 17% Medium

#### What Do G2 Reviewers Say About Customers.ai?

_AI-generated summary from verified user reviews_

##### Pros

- Users love the **ease of collaboration** in Customers.ai, effectively enhancing sales and marketing synergy through insightful data.
- Users find Customers.ai to be **incredibly helpful** for sales and marketing collaboration, enhancing lead targeting and efficiency.
- Users find Customers.ai to be **extremely easy to use** , enabling quick adoption and effective team training.
- Users appreciate the **lead generation capabilities** of Customers.ai, enhancing their understanding of customer journeys and engagement.
- Users praise the **responsive customer service** of Customers.ai, which enhances their experience and support.

##### Cons

- Users find the **learning curve steep** , requiring time and support to fully grasp the platform's features.
- Users find the **learning difficulty** challenging, especially with setup and understanding new features integration.
- Users report **poor customer support** when resolving issues, impacting their overall experience with Customers.ai.
- Users find the **steep learning curve** challenging, requiring time to fully understand and integrate the system.
- Users express concern over the **high costs** of Customers.ai, citing inflating pricing for underperforming services.

#### What Are Recent G2 Reviews of Customers.ai?

**["Killer data quality and a big jump in sales"](https://www.g2.com/survey_responses/customers-ai-review-10924030)**

**Rating:** 5.0/5.0 stars

_— Eibee S._

[Read full review](https://www.g2.com/survey_responses/customers-ai-review-10924030)

**["A Huge Improvement In How We Handle Leads"](https://www.g2.com/survey_responses/customers-ai-review-10922963)**

**Rating:** 5.0/5.0 stars

_— carl nino luis g._

[Read full review](https://www.g2.com/survey_responses/customers-ai-review-10922963)

#### What Are G2 Users Discussing About Customers.ai?

- [What is MobileMonkey used for?](https://www.g2.com/discussions/what-is-mobilemonkey-used-for) - 1 comment
- [What features should a chatbot have?](https://www.g2.com/discussions/mobilemonkey-what-features-should-a-chatbot-have)
- [How does mobile monkey work?](https://www.g2.com/discussions/how-does-mobile-monkey-work)
- [Is mobile monkey free?](https://www.g2.com/discussions/is-mobile-monkey-free) - 2 comments
- [What is MobileMonkey chat?](https://www.g2.com/discussions/what-is-mobilemonkey-chat) - 4 comments

### [Velaro](https://www.g2.com/products/velaro/reviews)

Velaro helps you connect with customers across every stage of their journey through one unified platform. From live chat and AI-powered chatbots to SMS, WhatsApp, Messenger, email, and voice channels like IVR, you can manage all conversations from a single workspace without switching tools. Whether you’re supporting customers, qualifying leads, or answering sales questions, Velaro gives your team the speed, context, and automation needed to deliver faster responses and stronger experiences. AI Chatbots and Automation Automate routine interactions with AI chatbots trained on your documents, URLs, and knowledge base articles. These chatbots can handle open-ended questions, follow guided workflows, or hand off to live agents when needed. Specialized AI agents can focus on specific topics like billing, onboarding, or product returns. This hybrid approach keeps customers engaged while freeing your team for higher-value work. Workflow Builder Map customer journeys visually and build automation logic without coding. Set conditions, triggers, and actions to guide interactions from first contact through follow-up. Workflows can be tailored for lead capture, self-service, proactive messaging, or case management, ensuring every step aligns with your business process. Unified Inbox Across All Channels Manage every interaction from live chat, SMS, WhatsApp, Messenger, and voice, from one central inbox. Agents see the full conversation history, contact details, and integrated tools to respond quickly with complete context. AI writing assistance helps maintain speed and consistency in replies. Built-in Ticketing and Case Management Turn any conversation into a tracked ticket and follow it from first contact to resolution. Link tickets to customer records, track status, and manage assignments. Reporting provides insight into performance trends so you can continuously improve support delivery. Feedback Tools Collect insights with pre- and post-chat surveys. These tools make it simple to stay connected and understand customer needs in real time. Integrations and API Access Velaro integrates with CRMs like NetSuite, Microsoft Dynamics, and other business systems to keep records synchronized. Open API access supports custom connections to fit your workflow. Security and Compliance Velaro is built with privacy and data security in mind, including encryption, access controls, and compliance-ready features to meet industry regulations. Why Velaro? With Velaro, you don’t just manage conversations, you create consistent, connected experiences across every channel. By combining AI, automation, and real-time support tools, you can respond faster, personalize every interaction, and keep your team focused on what matters most: building stronger customer relationships.

**Average Rating:** 4.1/5.0

**Total Reviews:** 16

#### How Do G2 Users Rate Velaro?

- **Has the product been a good partner in doing business?:** 9.4/10 (Category avg: 9.1/10)
- **Customization :** 6.7/10 (Category avg: 8.5/10)

#### Who Is the Company Behind Velaro?

- **Seller:** [Velaro](https://www.g2.com/sellers/velaro)
- **Year Founded:** 2000
- **HQ Location:** Baltimore, MD
- **Twitter:** @Velaro\_Inc  
1,149 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=7214be819981b65a8c561246907efca130c2132576c3412f4aaae2fb0c0cd17e&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F156340%2F&secure%5Burl_type%5D=linkedin_company_website)  
52 employees on LinkedIn®

#### Who Uses This Product?

- **Company Size:** 59% Medium, 29% Large

#### What Are Recent G2 Reviews of Velaro?

**["Velaro LIve Chat has helped MSGCU communicate with more members through increasing our efficiency"](https://www.g2.com/survey_responses/velaro-review-40127)**

**Rating:** 5.0/5.0 stars

_— George L._

[Read full review](https://www.g2.com/survey_responses/velaro-review-40127)

**["Chat is what you expect, nothing more, nothing less. Translation service has been quite good."](https://www.g2.com/survey_responses/velaro-review-5156203)**

**Rating:** 4.0/5.0 stars

_— Svetozar H._

[Read full review](https://www.g2.com/survey_responses/velaro-review-5156203)

#### What Are G2 Users Discussing About Velaro?

- [What is Velaro used for?](https://www.g2.com/discussions/what-is-velaro-used-for)

### [LiveHelpNow](https://www.g2.com/products/livehelpnow/reviews)

LiveHelpNow is an AI-powered customer engagement platform that helps businesses manage conversations across live chat, SMS, and messaging channels from a single interface. It combines real-time chat, automation, and intelligent routing to improve response times and streamline support operations. Teams can use AI assistants, canned responses, and customizable workflows to handle high volumes of inquiries efficiently while maintaining a personalized experience. Proactive chat tools help capture and convert website visitors, while reporting and analytics provide insight into performance and customer behavior. LiveHelpNow integrates with existing systems to keep data connected and is designed to scale with growing teams looking to enhance both customer support and sales engagement.

**Average Rating:** 4.3/5.0

**Total Reviews:** 155

#### How Do G2 Users Rate LiveHelpNow?

- **Has the product been a good partner in doing business?:** 9.1/10 (Category avg: 9.1/10)
- **Lead Development:** 8.2/10 (Category avg: 8.5/10)
- **Customization :** 8.4/10 (Category avg: 8.5/10)
- **Co-Browsing:** 8.8/10 (Category avg: 8.1/10)

#### Who Is the Company Behind LiveHelpNow?

- **Seller:** [LiveHelpNow](https://www.g2.com/sellers/livehelpnow)
- **Company Website:** www.livehelpnow.net
- **Year Founded:** 2003
- **HQ Location:** Willow Grove, PA
- **Twitter:** @LiveHelpNow  
3,746 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=b5bbe4fd88878e69e22c8403d48ae75f3d7eea75fba31d8aee104bf238a79729&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F903832%2F&secure%5Burl_type%5D=linkedin_company_website)  
15 employees on LinkedIn®

#### Who Uses This Product?

- **Top Industries:** Information Technology and Services, Retail
- **Company Size:** 48% Small, 35% Medium

#### What Do G2 Reviewers Say About LiveHelpNow?

_AI-generated summary from verified user reviews_

##### Pros

- Users appreciate the **integrated customer service features** of LiveHelpNow, making support fast and efficient.
- Users enjoy the **automation capabilities** of LiveHelpNow, streamlining customer service across multiple communication channels.
- Users love the **integrated chat features** of LiveHelpNow, making customer service efficient and user-friendly.
- Users value the **fast customer support** and ease of use of LiveHelpNow, enhancing their service capabilities.
- Users highlight the **ease of customization** in LiveHelpNow, enhancing their experience with tailored solutions.

##### Cons

- Users find the **admin control issues** frustrating due to the dated interface and limitations on user permissions.
- Users feel the **inadequate reporting** limits precision and complicates transferring information effectively.
- Users find the **difficult interface** challenging for non-technical users, affecting ease of use and experience.
- Users find the **lack of features** limiting, especially regarding admin settings and accessibility for non-technical users.
- Users find the **learning curve steep** , especially for non-technical people navigating the dated admin interface.

#### What Are Recent G2 Reviews of LiveHelpNow?

**["Best Platform for Customer Service"](https://www.g2.com/survey_responses/livehelpnow-review-9337808)**

**Rating:** 5.0/5.0 stars

_— Marc V._

[Read full review](https://www.g2.com/survey_responses/livehelpnow-review-9337808)

**["Solid product for a great price"](https://www.g2.com/survey_responses/livehelpnow-review-9206243)**

**Rating:** 4.5/5.0 stars

_— Sean W._

[Read full review](https://www.g2.com/survey_responses/livehelpnow-review-9206243)

#### What Are G2 Users Discussing About LiveHelpNow?

- [What is LiveHelpNow used for?](https://www.g2.com/discussions/what-is-livehelpnow-used-for)

### [Swell](https://www.g2.com/products/socialswell-inc-swell/reviews)

Swell automatically gathers private and public feedback from patients and employees. With better feedback, practices can boost their online reputations, enhance the patient experience, and improve employee satisfaction.

**Average Rating:** 4.5/5.0

**Total Reviews:** 341

#### How Do G2 Users Rate Swell?

- **Has the product been a good partner in doing business?:** 9.2/10 (Category avg: 9.1/10)
- **Lead Development:** 8.6/10 (Category avg: 8.5/10)
- **Customization :** 8.3/10 (Category avg: 8.5/10)
- **Co-Browsing:** 7.8/10 (Category avg: 8.1/10)

#### Who Is the Company Behind Swell?

- **Seller:** [SocialSwell](https://www.g2.com/sellers/socialswell)
- **Year Founded:** 2016
- **HQ Location:** Salt Lake City, Utah
- **Twitter:** @Swell\_Reviews  
2 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=90219892aa94332d4df35f24c16f9e22bd78f6a69ff7faff499ff205a0c1615e&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F17937029%2F&secure%5Burl_type%5D=linkedin_company_website)  
37 employees on LinkedIn®

#### Who Uses This Product?

- **Who Uses This:** Office Manager, Owner
- **Top Industries:** Hospital & Health Care, Health, Wellness and Fitness
- **Company Size:** 87% Small, 12% Medium

#### What Are Recent G2 Reviews of Swell?

**["Awesome platform to contact our research participants. Private, easy to use... Great features"](https://www.g2.com/survey_responses/swell-review-8879327)**

**Rating:** 4.5/5.0 stars

_— Gina A._

[Read full review](https://www.g2.com/survey_responses/swell-review-8879327)

**["Modern developer workflow are impressive"](https://www.g2.com/survey_responses/swell-review-9932552)**

**Rating:** 4.0/5.0 stars

_— Khaloukhaev A._

[Read full review](https://www.g2.com/survey_responses/swell-review-9932552)

### [Trengo](https://www.g2.com/products/trengo/reviews)

Trengo is an AI-first customer communication platform used by 17,000+ people worldwide. WhatsApp Business API, email, live chat, voice, and social channels connect into one shared inbox where AI agents resolve up to 80% of repetitive conversations automatically, in 70+ languages, 24/7. AI agents handle FAQs, qualify leads, update contact details, and escalate to humans when needed across every channel, without code. Native integrations include HubSpot, Salesforce, Shopify, WooCommerce, Magento, Lightspeed, and Klaviyo. As an official WhatsApp Business Solution Provider and Meta Business Partner, Trengo supports WhatsApp CRM and WhatsApp marketing at scale. Used across eCommerce, hospitality, travel, leisure, and automotive as a leading alternative to Zendesk, Freshdesk, Intercom, Front, Gorgias, Tidio, Respond.io, and WATI.

**Average Rating:** 4.3/5.0

**Total Reviews:** 244

#### How Do G2 Users Rate Trengo?

- **Has the product been a good partner in doing business?:** 8.8/10 (Category avg: 9.1/10)
- **Lead Development:** 7.5/10 (Category avg: 8.5/10)
- **Customization :** 7.7/10 (Category avg: 8.5/10)
- **Co-Browsing:** 7.4/10 (Category avg: 8.1/10)

#### Who Is the Company Behind Trengo?

- **Seller:** [Trengo](https://www.g2.com/sellers/trengo)
- **Year Founded:** 2017
- **HQ Location:** Utrecht, Utrecht, Netherlands
- **Twitter:** @TrengoHQ  
284 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=228e8443f9724388346b3da0c8bc5c5a18fec1e670fc19a93f72be1da9f85901&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Ftrengo%2Fabout%2F&secure%5Burl_type%5D=linkedin_company_website)  
90 employees on LinkedIn®

#### Who Uses This Product?

- **Top Industries:** Leisure, Travel & Tourism, Apparel & Fashion
- **Company Size:** 73% Small, 26% Medium

#### What Do G2 Reviewers Say About Trengo?

_AI-generated summary from verified user reviews_

##### Pros

- Users love the **ease of use** of Trengo, appreciating its intuitive design and straightforward implementation.
- Users find Trengo's **helpful AI workflow automations** and customer support invaluable for efficient communication management.
- Users appreciate the **great customer support** from Trengo, making onboarding and integration seamless and efficient.
- Users value the **integrated multi-channel messaging features** of Trengo, enhancing chat management and organization effortlessly.
- Users value the **streamlined communication** Trengo offers, enhancing customer interactions with ease and effective support.

##### Cons

- Users note that Trengo has some **missing features** like linking FAQ pages and ineffective reports, impacting usability.
- Users feel the **limited features** of Trengo hinder communication, especially with WhatsApp and overall usability.
- Users are frustrated with **messaging issues** in Trengo, including limitations on WhatsApp and slow loading times.
- Users find the **chat functionality lacking** , with significant limitations affecting efficiency and user experience.
- Users find the **learning curve steep** , noting difficulties in setup and unintuitive features within Trengo.

#### What Are Recent G2 Reviews of Trengo?

**["Great partnership with Trengo"](https://www.g2.com/survey_responses/trengo-review-11596795)**

**Rating:** 4.0/5.0 stars

_— Verified User in Information Technology and Services_

[Read full review](https://www.g2.com/survey_responses/trengo-review-11596795)

**["Organized Inbox and Efficient Task Management with Trengo"](https://www.g2.com/survey_responses/trengo-review-11951871)**

**Rating:** 4.5/5.0 stars

_— Ashley d._

[Read full review](https://www.g2.com/survey_responses/trengo-review-11951871)

#### What Are G2 Users Discussing About Trengo?

- [What does Trengo do?](https://www.g2.com/discussions/what-does-trengo-do)
- [What is Trengo WhatsApp?](https://www.g2.com/discussions/what-is-trengo-whatsapp)
- [Is Trengo good?](https://www.g2.com/discussions/is-trengo-good)
- [How does Trengo work?](https://www.g2.com/discussions/how-does-trengo-work)

### [WotNot](https://www.g2.com/products/wotnot/reviews)

WotNot automates your customer interactions at scale with chatbots. Solve business challenges like getting more leads, booking more appointments, scaling your customer support with cutting-edge chatbots. Customers use WotNot to provide a personalized customer experience to their current or future customers which is available 24/7, responds instantly, totally reliable, and speaks the customer language. Add a chatbot to any vertical like Real Estate, Insurance, Finance, Healthcare, Automotive, SaaS, Banking, Consumer Goods, Manufacturing, and Education to cater to multiple use-cases. With WotNot's No-code Bot Builder, you can build bots fairly easily with an intuitive visual builder. Manage multiple bots for different activities based on the triggers and conditions defined by you. Also, WotNot offers a done-for-you service wherein our team of experienced conversation design experts understand your needs and carefully create a conversation flow that matches the needs of your business and keep optimizing the flow by reviewing the results. Join 3000+ businesses across the world trusting WotNot with their customer interactions.

**Average Rating:** 4.6/5.0

**Total Reviews:** 101

#### How Do G2 Users Rate WotNot?

- **Has the product been a good partner in doing business?:** 9.1/10 (Category avg: 9.1/10)
- **Lead Development:** 9.5/10 (Category avg: 8.5/10)
- **Customization :** 9.0/10 (Category avg: 8.5/10)
- **Co-Browsing:** 9.0/10 (Category avg: 8.1/10)

#### Who Is the Company Behind WotNot?

- **Seller:** [WotNot](https://www.g2.com/sellers/wotnot)
- **Year Founded:** 2018
- **HQ Location:** Ahmedabad, Gujarat
- **Twitter:** @wotnot  
2 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=c6046b603fa7e9a8a2f715db416b2b5b0ff858a94e906c65457f97dd0ccd59e6&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F14537921%2F&secure%5Burl_type%5D=linkedin_company_website)  
37 employees on LinkedIn®

#### Who Uses This Product?

- **Top Industries:** Marketing and Advertising, Education Management
- **Company Size:** 65% Small, 29% Medium

#### What Do G2 Reviewers Say About WotNot?

_AI-generated summary from verified user reviews_

##### Pros

- Users find WotNot's platform incredibly **easy to use** , appreciating its intuitive interface and seamless integration capabilities.
- Users commend WotNot's **exceptional customer support** , noting its quick responses and helpful assistance during chatbot deployment.
- Users find WotNot's **helpful customer support** invaluable, making chatbot creation and integration a smooth experience.
- Users praise WotNot for its **seamless integrations** , enhancing chatbot functionality and improving user experience throughout.
- Users highlight the **ease of use and rapid deployment** of WotNot, appreciating its intuitive interface and excellent support.

##### Cons

- Users face **integration issues** with WotNot, making it challenging to connect with other platforms effectively.
- Users find the **lack of integrations** frustrating, wishing for more compatibility with various tools and platforms.
- Users often mention **limited features** of WotNot, pointing out the need for more robust functionalities and integrations.
- Users face challenges due to **missing features** like inadequate integrations and the need for better customization options.
- Users face **chatbot issues** such as errors, limited backend access, and slow feature maturation impacting their experience.

#### What Are Recent G2 Reviews of WotNot?

**["AI Chatbots and Automations driving Real Operational Impact"](https://www.g2.com/survey_responses/wotnot-review-12381704)**

**Rating:** 4.5/5.0 stars

_— Ojas K._

[Read full review](https://www.g2.com/survey_responses/wotnot-review-12381704)

**["WotNot Makes Chatbot Building Fast and Easy with an Intuitive, Stable Flow Builder"](https://www.g2.com/survey_responses/wotnot-review-12323412)**

**Rating:** 4.0/5.0 stars

_— Zaid B._

[Read full review](https://www.g2.com/survey_responses/wotnot-review-12323412)

#### What Are G2 Users Discussing About WotNot?

- [What is drift chatbot?](https://www.g2.com/discussions/what-is-drift-chatbot)
- [What are chatbots used for?](https://www.g2.com/discussions/wotnot-what-are-chatbots-used-for)
- [What is WotNot?](https://www.g2.com/discussions/what-is-wotnot)
- [Is WotNot free?](https://www.g2.com/discussions/is-wotnot-free) - 1 comment

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Similar Categories

- [Help Desk](/categories/help-desk)
- [Customer Self-Service](/categories/customer-self-service)
- [Social Customer Service](/categories/social-customer-service)
- [Appointment Reminder](/categories/appointment-reminder)
- [Call & Contact Center](/categories/call-contact-center)

- [Client Onboarding](/categories/client-onboarding)
- [Co-Browsing](/categories/co-browsing)
- [Complaint Management](/categories/complaint-management)
- [Contact Center Outsourcing Services](/categories/contact-center-outsourcing-services)
- [Contact Center Payments](/categories/contact-center-payments)

- [Conversational Support](/categories/conversational-support)
- [Customer Communications Management](/categories/customer-communications-management)
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- [Customer Service Automation](/categories/customer-service-automation)
- [Customer Success](/categories/customer-success)

[Browse Live Chat Themes](/categories/live-chat/themes)

 ![Jeffrey Lin](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Jeffrey Lin")
JL

Researched and written by [Jeffrey Lin](https://research.g2.com/insights/author/jeffrey-lin)

Updated 

Products classified in the overall Live Chat category are similar in many regards and help companies of all sizes solve their business problems. However, medium-sized business features, pricing, setup, and installation differ from businesses of other sizes, which is why we match buyers to the right Medium-Sized 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 Medium-Sized Business Live Chat category.

In addition to qualifying for inclusion in the Live Chat Software category, to qualify for inclusion in the Medium-Sized Business Live Chat Software category, a product must have at least 10 reviews left by a reviewer from a medium-sized business.

Show More

* * *

## How Do You Choose the Right Live Chat Software?

### What You Should Know 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. Companies searching for the best live chat software for business websites typically weigh widget customization, chatbot capability, and integration with their existing customer support stack. Based on G2 reviews, customer support and sales teams evaluate live chat software by comparing real-time response speed, customer engagement features, and ecommerce platform integrations.

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.

Many live chat software solutions will also offer the following features:

- [Live chat software with in-app messaging capabilities](https://www.g2.com/categories/live-chat/f/in-app-messaging)
- [Live chat software with lead development capabilities](https://www.g2.com/categories/live-chat/f/lead-development)
- [Live chat software with knowledge base capabilities](https://www.g2.com/categories/live-chat/f/knowledge-base)
- [Live chat software with targeted email capabilities](https://www.g2.com/categories/live-chat/f/targeted-emails)
- [Live chat software with co-browsing capabilities](https://www.g2.com/categories/live-chat/f/co-browsing)

### 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](https://www.g2.com/categories/help-desk) **:** 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](https://www.g2.com/categories/customer-self-service) **:** 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](https://www.g2.com/categories/social-customer-service) **:** 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](https://www.g2.com/categories/conversational-marketing) **:** 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](https://www.g2.com/categories/chatbots) **:** 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.

Based on G2 reviews, the most-cited evaluation criteria for live chat software on business websites are widget customization, chatbot quality with smooth AI-to-human handoff, and native integrations with the CRM and help desk already in use. For customer support teams, reviewers consistently call out omnichannel coverage across email, SMS, WhatsApp, and social messengers, alongside ease of use, as the day-to-day features that determine adoption. Ecommerce buyers specifically cite Shopify integration, mobile apps for responding to chats away from the desk, and visitor tracking as the difference between live chat solutions that drive customer engagement and ones that sit idle. Sales-led teams highlight high-intent visitor identification and real-time client support as the features that turn live chat from a support tool into a lead-generation channel.

### 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](https://www.g2.com/categories?q%5Bcategory_type_eq%5D=software) 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.

### Live Chat Software Trends

**Screen sharing**

Sometimes questions are easier to ask with visuals. To help prevent miscommunication, screen sharing allows the customer to show a support agent the basis of their question instead of communicating it through text. Since typing out questions can be a lengthy process for complex issues, screen sharing can help save time and prevent frustration for both the customer and the agent.

**Automation**

Using chatbots and automated responses for simple customer concerns means having an agent online 24/7 is not necessary. As artificial intelligence becomes more desirable to help businesses automate processes, live chat vendors continue to add features like intelligent responses and automated workflows to their products. These options ensure customers receive assistance at any hour, maintaining customer satisfaction and consistently generating leads.