# Best Live Chat Software for Small Business - Page 4 ## 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 31, 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=2743&focus%5B%5D=574&focus%5B%5D=10366&focus%5B%5D=3270&focus%5B%5D=1281845&focus%5B%5D=61400&focus%5B%5D=5884&focus%5B%5D=1322078) Highlighted products: Zoho Desk, Zendesk for Customer Service, Podium, Fin, WhatsApp Business Platform, Tidio, Smartsupp, and Shopify Inbox. Underlying data: [Grid® JSON](https://www.g2.com/categories/live-chat/grids.json?focus%5B%5D=zoho-desk&focus%5B%5D=zendesk-for-customer-service&focus%5B%5D=podium&focus%5B%5D=fin&focus%5B%5D=whatsapp-business-platform&focus%5B%5D=tidio&focus%5B%5D=smartsupp&focus%5B%5D=shopify-inbox&segment=small-business) **Sponsored** ### Google Cloud Speech-to-Text Google Cloud’s Speech API processes more than 1 billion voice minutes per month with close to human levels of understanding for many commonly spoken languages. Powered by the best of Google's AI research and technology, Google Cloud's Speech-to-Text API helps you accurately transcribe speech into text in 73 languages and 137 different local variants. Leverage Google’s most advanced deep learning neural network algorithms for automatic speech recognition (ASR) and deploy ASR wherever you need it, whether in the cloud with the API, on-premises with Speech-to-Text On-Prem, or locally on any device with Speech On-Device. [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%3A52%3A28Z&secure%5Bdisplayable_resource_id%5D=1597&secure%5Bdisplayable_resource_type%5D=Category&secure%5Bmedium%5D=sponsored&secure%5Bplacement_reason%5D=retargeted_product&secure%5Bplacement_resource_ids%5D%5B%5D=21471&secure%5Bprioritized%5D=false&secure%5Bproduct_id%5D=21471&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%2Fsmall-business%3Fpage%3D4&secure%5Btoken%5D=67a378ea3a48d742c967302e7b4d6863239ca094783bcb858ddcc0a6fde129e2&secure%5Burl%5D=https%3A%2F%2Fcloud.google.com%2Fspeech-to-text%3Futm_source%3DG2%26utm_medium%3Ddisplay%26utm_campaign%3DCloud-SS-DR-GCP-1713658-GCP-DR-NA-US-en-G2-Display-Banner-All-%2525epid%21-%2525ecid%21-speechtotext%26utm_content%3D%257Bdevice%257D-%257Badgroupid%257D-%257Bnetwork%257D-%257Btargetid%257D-%257Bloc_physical_ms%257D-%257Bcampaignid%257D&secure%5Burl_type%5D=custom_url) ### [Pylon](https://www.g2.com/products/pylon-pylon/reviews) Pylon is the only agentic support platform, purpose-built for B2B companies. For leaders scaling AI-native support teams, Pylon lets humans and agents collaborate on customer work – investigating, resolving, and acting on every signal across every channel that matters. Unlike platforms built before the AI era, Pylon enriches every interaction with deep account-level context, automates the low impact customer work, and surfaces answers before your team even has to ask. The result: faster responses, happier customers, and a system that continuously improves itself. **Average Rating:** 4.7/5.0 **Total Reviews:** 111 #### How Do G2 Users Rate Pylon? - **Has the product been a good partner in doing business?:** 9.4/10 (Category avg: 9.1/10) - **Lead Development:** 8.3/10 (Category avg: 8.5/10) - **Customization :** 8.1/10 (Category avg: 8.5/10) - **Co-Browsing:** 9.0/10 (Category avg: 8.1/10) #### Who Is the Company Behind Pylon? - **Seller:** [Pylon](https://www.g2.com/sellers/pylon) - **Company Website:** www.usepylon.com - **HQ Location:** San Francisco, CA - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=9234e9ffb8c7308b6165ccf7ff8eca30cff8d3756a31a709e9235207a9a3f6b5&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fusepylon%2F&secure%5Burl_type%5D=linkedin_company_website) 153 employees on LinkedIn® #### Who Uses This Product? - **Who Uses This:** Head of Customer Success, CEO - **Top Industries:** Computer Software, Information Technology and Services - **Company Size:** 63% Small, 20% Medium #### What Do G2 Reviewers Say About Pylon? _AI-generated summary from verified user reviews_ ##### Pros - Users find Pylon's platform extremely **user-friendly** , enhancing efficiency and simplifying team collaboration through its intuitive design. - Users love the **ease of use and organizational capabilities** of Pylon for efficient case management and support. - Users appreciate the **efficiency** of Pylon, enhancing team alignment and productivity through automated systems and reporting dashboards. - Users find Pylon's **intuitive interface and Slack integration** enhance support operations and team collaboration significantly. - Users value the **timely and agile customer support** provided by Pylon through integrated communication in Slack. ##### Cons - Users note the **missing features** in Pylon, such as improved AI analytics, email threading, and image resizing support. - Users find the **complex setup** of Pylon cumbersome initially, but it eases with custom views for better usability. - Users find **email issues** concerning, as support ticket management and email threading need significant improvements. - Users find **limited customization** options in Pylon, particularly on mobile, which affects their overall usability experience. - Users find Pylon has **limited features** , particularly with customizable forms not indicating users' locations within the platform. #### What Are Recent G2 Reviews of Pylon? **["Consolidates Customer Context Across Channels with Fast, Responsive Support"](https://www.g2.com/survey_responses/pylon-review-12725447)** **Rating:** 4.5/5.0 stars _— Gail D._ [Read full review](https://www.g2.com/survey_responses/pylon-review-12725447) **["Efficient and Comprehensive B2B Support with Pylon"](https://www.g2.com/survey_responses/pylon-review-10189372)** **Rating:** 5.0/5.0 stars _— Jay D._ [Read full review](https://www.g2.com/survey_responses/pylon-review-10189372) ### [Octadesk](https://www.g2.com/products/octadesk/reviews) The only AI service platform for all teams: from marketing to sales and after-sales. Centralize conversations and calls, prioritize what matters and automate what you can. **Average Rating:** 4.6/5.0 **Total Reviews:** 66 #### How Do G2 Users Rate Octadesk? - **Has the product been a good partner in doing business?:** 8.8/10 (Category avg: 9.1/10) - **Lead Development:** 7.9/10 (Category avg: 8.5/10) - **Customization :** 7.7/10 (Category avg: 8.5/10) - **Co-Browsing:** 8.1/10 (Category avg: 8.1/10) #### Who Is the Company Behind Octadesk? - **Seller:** [Octadesk](https://www.g2.com/sellers/octadesk) - **Year Founded:** 2008 - **HQ Location:** Sao Paulo, SP - **Twitter:** @octadesk 85 Twitter followers - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=c96e189a7218c75176b539950e47f72d557498dc724631dd5693ec56c645bc76&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Foctadesk%2F&secure%5Burl_type%5D=linkedin_company_website) 120 employees on LinkedIn® #### Who Uses This Product? - **Top Industries:** Information Technology and Services, Computer Software - **Company Size:** 62% Small, 35% Medium #### What Do G2 Reviewers Say About Octadesk? _AI-generated summary from verified user reviews_ ##### Pros - Users appreciate the **ease of use** of Octadesk, finding it intuitive and efficient for managing customer interactions. - Users value the **intuitive design** of Octadesk, enhancing customer interactions and making management efficient and organized. - Users enjoy the **AI efficiency** of Octadesk, streamlining customer interactions and enhancing organization and personalization. - Users appreciate the **intuitive automation** in Octadesk, which enhances efficiency and personalizes client interactions effectively. - Users appreciate the **automation features** of Octadesk, enhancing customer interactions and saving valuable time. ##### Cons - Users find it challenging due to **limited chatbot setup features** , particularly in creating flows for multiple connections. - Users find the **limited chatbot features** in Octadesk hinder their ability to create effective workflows for multiple numbers. - Users find the **chatbot setup limited** , particularly when creating flows for each connected number, affecting usability. - Users find the **chatbot setup limited** , particularly struggling with creating flows for multiple connected numbers. - Users find the **chatbot setup limited** , especially when needing to create individual flows for different numbers. #### What Are Recent G2 Reviews of Octadesk? **["Practical and dynamic system, with features that facilitate daily life"](https://www.g2.com/survey_responses/octadesk-review-12355384)** **Rating:** 4.5/5.0 stars _— Thaina T._ [Read full review](https://www.g2.com/survey_responses/octadesk-review-12355384) **["Octadesk changed the game: Integrated WhatsApp, efficient bots, and reports that organize everything"](https://www.g2.com/survey_responses/octadesk-review-12357353)** **Rating:** 5.0/5.0 stars _— Augusto B._ [Read full review](https://www.g2.com/survey_responses/octadesk-review-12357353) ### [Talkdesk](https://www.g2.com/products/talkdesk/reviews) Talkdesk® is leading a new era in customer experience with Customer Experience Automation (CXA)—a new category and platform designed to automate the full complexity of modern customer journeys. CXA replaces fragmented, human-coordinated workflows with autonomous, multi-agent AI orchestration that delivers intelligent, scalable, and outcome-focused service across the entire CX lifecycle. Learn more at: https://www.talkdesk.com/use-cases/ At the core of CXA is the Talkdesk Data Cloud, which turns transcripts, call recordings, case notes, and customer records from across CRMs and systems of record into real-time, actionable knowledge. This enables AI agents to operate with full context, collaborating seamlessly to resolve complex customer problems with speed, precision, and adaptability. Talkdesk CXA supports both cross-industry workflows and industry-specialized use cases in sectors like healthcare, financial services, retail, utilities, travel, and government. With prebuilt AI agents, a virtuous automation cycle (Discover, Build, Orchestrate, Measure), and rapid time-to-value, Talkdesk helps enterprises modernize customer experience without the need for a full rip-and-replace. Trusted by global brands and recognized for continuous innovation, Talkdesk empowers organizations to grow revenue, reduce costs, and transform service delivery through coordinated, AI-driven automation. Companies that love their customers use Talkdesk. Talkdesk is a registered trademark of Talkdesk, Inc. All product and company names are trademarks™ or registered® trademarks of their respective holders. Use of them does not imply any affiliation with or endorsement by them. **Average Rating:** 4.4/5.0 **Total Reviews:** 2,466 #### How Do G2 Users Rate Talkdesk? - **Has the product been a good partner in doing business?:** 8.9/10 (Category avg: 9.1/10) - **Customization :** 8.3/10 (Category avg: 8.5/10) #### Who Is the Company Behind Talkdesk? - **Seller:** [Talkdesk](https://www.g2.com/sellers/talkdesk) - **Company Website:** www.talkdesk.com - **Year Founded:** 2011 - **HQ Location:** Palo Alto, CA - **Twitter:** @talkdesk 6,959 Twitter followers - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=4e0e5af292863ff50ed178e452cdc1e6f02d6fe9d8fce3e273f8df1fa193ff21&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F2837787%2F&secure%5Burl_type%5D=linkedin_company_website) 1,391 employees on LinkedIn® #### Who Uses This Product? - **Who Uses This:** Supervisor, Customer Service Representative - **Top Industries:** Consumer Services, Computer Software - **Company Size:** 60% Medium, 20% Large #### What Do G2 Reviewers Say About Talkdesk? _AI-generated summary from verified user reviews_ ##### Pros - Users appreciate the **ease of use** of Talkdesk, enabling efficient tracking of calls and enhancing overall productivity. - Users appreciate the **efficiency** of Talkdesk, enabling smooth communication across platforms and improved customer service operations. - Users appreciate the **comprehensive features** of Talkdesk, enabling efficient workflows and enhancing customer interactions. - Users appreciate the **easy CRM integration** of Talkdesk, enhancing efficiency and communication for customer support teams. - Users praise Talkdesk for its **exceptional customer support** and seamless integration that enhances team efficiency. ##### Cons - Users often face **call issues** with Talkdesk, including poor audio quality and dropped calls during conversations. - Users often face **technical issues** with Talkdesk, including dropped calls and system glitches requiring frequent restarts. - Users find the **missing features** in Talkdesk frustrating, hindering efficiency and workflow during calls and ticket management. - Users experience **notification issues** with Talkdesk, leading to unexpected offline status changes and frustrating technical problems. - Users often face **connection issues** with Talkdesk, causing frustrating delays and requiring frequent application restarts. #### What Are Recent G2 Reviews of Talkdesk? **["rep review"](https://www.g2.com/survey_responses/talkdesk-review-11332704)** **Rating:** 5.0/5.0 stars _— M S._ [Read full review](https://www.g2.com/survey_responses/talkdesk-review-11332704) **["TalkDesk Shines with Smart Ticket Categorization and Seamless Zendesk Integration"](https://www.g2.com/survey_responses/talkdesk-review-13075196)** **Rating:** 4.0/5.0 stars _— Lukas B._ [Read full review](https://www.g2.com/survey_responses/talkdesk-review-13075196) #### What Are G2 Users Discussing About Talkdesk? - [How is Talkdesk transforming customer service operations with its innovative call center solutions?](https://www.g2.com/discussions/how-is-talkdesk-transforming-customer-service-operations-with-its-innovative-call-center-solutions) - 3 comments - [What is Talkdesk used for?](https://www.g2.com/discussions/what-is-talkdesk-used-for) - 2 comments ### [GetResponse](https://www.g2.com/products/getresponse/reviews) GetResponse is a lifecycle automation platform for businesses that want to drive more consistent, repeatable revenue across the entire customer journey. We help you move customers from first touch to first purchase, repeat purchase, and reactivation - using email, SMS, push notifications, and lifecycle automation across every stage of the customer journey With built-in deliverability, behavioral triggers, and deep integrations, you can launch faster, reduce manual work, and turn your lifecycle into a predictable revenue system. No disconnected tools. No campaign chaos. Just one system designed to move customers forward. **Average Rating:** 4.3/5.0 **Total Reviews:** 1,116 #### How Do G2 Users Rate GetResponse? - **Has the product been a good partner in doing business?:** 8.6/10 (Category avg: 9.1/10) - **Lead Development:** 7.7/10 (Category avg: 8.5/10) - **Customization :** 8.5/10 (Category avg: 8.5/10) - **Co-Browsing:** 7.7/10 (Category avg: 8.1/10) #### Who Is the Company Behind GetResponse? - **Seller:** [GetResponse](https://www.g2.com/sellers/getresponse) - **Company Website:** www.getresponse.com - **Year Founded:** 1998 - **HQ Location:** Poland - **Twitter:** @getresponse 54,233 Twitter followers - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=ca282ce652e15889064d7dff682cfd43eb0fd7793d7e88e1d18733d535d610c9&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F1063383%2F&secure%5Burl_type%5D=linkedin_company_website) 432 employees on LinkedIn® #### Who Uses This Product? - **Who Uses This:** Owner, CEO - **Top Industries:** Marketing and Advertising, Health, Wellness and Fitness - **Company Size:** 78% Small, 17% Medium #### What Do G2 Reviewers Say About GetResponse? _AI-generated summary from verified user reviews_ ##### Pros - Users love the **user-friendly interface** of GetResponse, making complex tasks simple with intuitive design and support. - Users commend the **fast and friendly customer support** of GetResponse, enhancing their overall experience and satisfaction. - Users value the **user-friendly interface** and comprehensive tools of GetResponse, enhancing their email marketing experience. - Users appreciate the **user-friendly interface** of GetResponse, enabling fast and accurate email creation with powerful analytics. - Users highlight the **user-friendly interface** of GetResponse, making email building fast and efficient with drag-and-drop features. ##### Cons - Users experience a **steep learning curve** with GetResponse, particularly in mastering automations and integrations. - Users find the **pricing of GetResponse expensive** compared to other email marketing options and seek more cost-effective solutions. - Users mention the need for a **missing design feature** to enhance quick creation of marketing materials within GetResponse. - Users note **limited features** in GetResponse, wishing for more integrated design tools and robust testing options. - Users find the **pricing issues** of GetResponse high compared to competitors, especially for additional automation features. #### What Are Recent G2 Reviews of GetResponse? **["A great balance between automation, ease of use, and integrations"](https://www.g2.com/survey_responses/getresponse-review-13064281)** **Rating:** 5.0/5.0 stars _— Miguel F._ [Read full review](https://www.g2.com/survey_responses/getresponse-review-13064281) **["Strong Value for Money but Needs Tagging Improvement"](https://www.g2.com/survey_responses/getresponse-review-12738658)** **Rating:** 4.0/5.0 stars _— Christopher H._ [Read full review](https://www.g2.com/survey_responses/getresponse-review-12738658) #### What Are G2 Users Discussing About GetResponse? - [What is GetResponse used for?](https://www.g2.com/discussions/getresponse-what-is-getresponse-used-for) - 2 comments, 1 upvote - [Is get response good?](https://www.g2.com/discussions/is-get-response-good) - 3 comments, 1 upvote - [How much does GetResponse cost?](https://www.g2.com/discussions/how-much-does-getresponse-cost) - 3 comments - [What is GetResponse used for?](https://www.g2.com/discussions/what-is-getresponse-used-for) - 5 comments ### [3CX](https://www.g2.com/products/3cx/reviews) 3CX is a business communications system that replaces traditional PBXs. Offering one all encompassing solution for calls, video conferencing, live chat and messaging. It's open standard, meaning you can use it with any IP Phone or SIP trunk provider. Built for remote working and mobility through its apps for Android, iOS and the Web. This award-winning software innovates business connectivity and collaboration. enabling companies of all sizes to cut telco costs, boost employee productivity, and enhance customer experience. Benefits: Easy to install and manage; Low cost to buy and maintain. Available on-premise or hosted. **Average Rating:** 4.4/5.0 **Total Reviews:** 431 #### How Do G2 Users Rate 3CX? - **Has the product been a good partner in doing business?:** 8.6/10 (Category avg: 9.1/10) - **Lead Development:** 9.7/10 (Category avg: 8.5/10) - **Customization :** 8.9/10 (Category avg: 8.5/10) - **Co-Browsing:** 9.7/10 (Category avg: 8.1/10) #### Who Is the Company Behind 3CX? - **Seller:** [3CX](https://www.g2.com/sellers/3cx) - **Company Website:** www.3cx.com - **Year Founded:** 2005 - **HQ Location:** Nicosia - **Twitter:** @3CX 30,475 Twitter followers - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=e1f4fa175e63e9522ddddce3e3e2e81a05863cacd5649e8e9b5285b0ffdc8eda&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F1021704%2F&secure%5Burl_type%5D=linkedin_company_website) 183 employees on LinkedIn® #### Who Uses This Product? - **Who Uses This:** IT Manager, President - **Top Industries:** Information Technology and Services, Telecommunications - **Company Size:** 50% Medium, 43% Small #### What Do G2 Reviewers Say About 3CX? _AI-generated summary from verified user reviews_ ##### Pros - Users love the **ease of use** of 3CX, which simplifies communication and enhances efficiency across devices. - Users value the **reliability** of 3CX, ensuring seamless communication without missing calls and excellent support when needed. - Users value the **flexibility** of 3CX, benefiting from seamless communication across various platforms and devices. - Users love the **seamless communication and reliability** of 3CX, enhancing productivity and enabling easy connectivity. - Users commend the **easy setup** of 3CX, enabling quick deployment and immediate use for communication needs. ##### Cons - Users find 3CX's **complex processes** challenging, especially for non-technical administrators needing extensive configuration support. - Users report that **difficult configuration** processes can hinder usability for non-technical administrators, complicating management tasks. - Users find the **learning curve challenging** , with some configurations taking time and requiring technical support to manage effectively. - Users are frustrated by **limited features** and missing reports, impacting the overall utility of 3CX. - Users find 3CX to be **expensive** , especially non-profits seeking more affordable pricing options for their organizations. #### What Are Recent G2 Reviews of 3CX? **["Easy Setup, Flexible SIP Trunk Extensions, and Strong Business Messaging"](https://www.g2.com/survey_responses/3cx-review-12707768)** **Rating:** 4.5/5.0 stars _— Matthew W._ [Read full review](https://www.g2.com/survey_responses/3cx-review-12707768) **["Unmatched Value: 3CX’s Feature-Rich PBX That Just Works"](https://www.g2.com/survey_responses/3cx-review-5362484)** **Rating:** 5.0/5.0 stars _— Dan K._ [Read full review](https://www.g2.com/survey_responses/3cx-review-5362484) #### What Are G2 Users Discussing About 3CX? - [What is 3CX used for?](https://www.g2.com/discussions/what-is-3cx-used-for) - 1 comment, 1 upvote ### [Comm100](https://www.g2.com/products/comm100-network-corporation-comm100/reviews) Comm100 is a global provider of AI-powered omnichannel customer support software designed to help organizations across commercial, government, and nonprofit sectors deliver seamless and consistent customer service. With a diverse clientele that includes notable names such as Rackspace, Stanford University, and Global Affairs Canada, Comm100 provides a robust platform that integrates multiple communication channels, ensuring that users can engage with their customers effectively, regardless of the medium. The Comm100 platform consolidates various support channels, including live chat, email, social media, secure messaging, and self-service resources, into a single, unified experience. This integration enhances visibility and streamlines workflows, allowing support teams to manage conversations efficiently and respond to inquiries promptly. By centralizing interactions, organizations can maintain a consistent service level across different channels, catering to a wide range of audiences and handling varying interaction volumes without compromising quality. One of the standout features of Comm100 is its advanced AI capabilities, which are woven throughout the platform to boost both productivity and performance for support teams. The software includes agentic tools designed to assist with routine interactions, enabling human agents to focus on more complex inquiries. Additionally, AI-driven quality assurance mechanisms help uphold service standards, while data-driven insights provide valuable information on trends and performance gaps. These features support continuous improvement initiatives, allowing organizations to refine their customer service strategies over time. Comm100 is built with flexibility, reliability, and scalability in mind, making it suitable for organizations operating in complex service environments that demand high levels of security, compliance, and uptime. The platform is adaptable to various operational models, ensuring that organizations can maintain stability and governance while meeting their unique service requirements. This adaptability is crucial for organizations looking to enhance their customer engagement strategies without sacrificing control or oversight. By combining intelligent automation with human-led service, Comm100 empowers organizations to foster stronger customer relationships, improve productivity, and achieve superior support outcomes at scale. This balanced approach not only helps organizations meet increasing service expectations but also supports long-term strategies for resilience and growth. Furthermore, leadership teams can leverage reliable analytics and actionable insights to measure performance, optimize resources, and make informed decisions across channels and teams, ultimately enhancing the overall customer experience in today’s dynamic digital landscape. **Average Rating:** 4.4/5.0 **Total Reviews:** 52 #### How Do G2 Users Rate Comm100? - **Has the product been a good partner in doing business?:** 8.8/10 (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:** 7.5/10 (Category avg: 8.1/10) #### Who Is the Company Behind Comm100? - **Seller:** [Comm100 Network Corporation](https://www.g2.com/sellers/comm100-network-corporation) - **Company Website:** www.comm100.com - **Year Founded:** 2009 - **HQ Location:** Vancouver, Canada - **Twitter:** @Comm100 4,688 Twitter followers - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=34614b5b40a0f67a1bf89110adabcb7be44355817d9c7573f4e95349bda6a37a&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fcomm100-network-corporation%2F&secure%5Burl_type%5D=linkedin_company_website) 88 employees on LinkedIn® #### Who Uses This Product? - **Top Industries:** Gambling & Casinos - **Company Size:** 48% Small, 37% Medium #### What Do G2 Reviewers Say About Comm100? _AI-generated summary from verified user reviews_ ##### Pros - Users value the **versatile functions** and strong AI features of Comm100, enhancing their support experience effectively. - Users find Comm100 to have an **easy-to-use system** , enhancing their overall experience and support efficiency. - Users value the **helpful support team** of Comm100, enhancing their overall experience from setup to daily operations. - Users praise the **excellent customer support** of Comm100, highlighting their responsiveness and knowledgeable assistance. - Users highlight the **efficiency** of Comm100, noting the intuitive interface and automation that enhance customer support operations. ##### Cons - Users experience **chatbot issues** with Comm100, as the AI struggles to effectively handle member queries when agents are unavailable. - Users are frustrated by the **lack of updates** in Comm100, which hampers improvement and responsiveness to user feedback. - Users face **integration challenges** with Comm100, particularly with HubSpot, affecting chat functionality and user experience. - Users note that the **AI chatbot struggles with issue resolution** when human agents aren't available, affecting support quality. - Users are frustrated with the **lack of update options** for user segments, complicating user management processes. #### What Are Recent G2 Reviews of Comm100? **["Easy Onboarding, User-Friendly Interface, and Straightforward Salesforce Integration"](https://www.g2.com/survey_responses/comm100-review-12855831)** **Rating:** 4.5/5.0 stars _— Verified User in Sports_ [Read full review](https://www.g2.com/survey_responses/comm100-review-12855831) **["Responsive Support and a Smooth Desktop Experience"](https://www.g2.com/survey_responses/comm100-review-12885472)** **Rating:** 5.0/5.0 stars _— Brian M._ [Read full review](https://www.g2.com/survey_responses/comm100-review-12885472) #### What Are G2 Users Discussing About Comm100? - [What is Comm100 Live Chat used for?](https://www.g2.com/discussions/what-is-comm100-live-chat-used-for) - [Is live chat app safe?](https://www.g2.com/discussions/is-live-chat-app-safe) - [What is chat customer service?](https://www.g2.com/discussions/what-is-chat-customer-service) - [How do I manage live chat?](https://www.g2.com/discussions/how-do-i-manage-live-chat) - [Which live chat software is best?](https://www.g2.com/discussions/which-live-chat-software-is-best) ### [Callbell](https://www.g2.com/products/callbell/reviews) Callbell helps B2C businesses to better serve their customers through their favorite channels, including Whatsapp Business, Facebook Messenger, Instagram Direct and Telegram. **Average Rating:** 4.6/5.0 **Total Reviews:** 23 #### How Do G2 Users Rate Callbell? - **Has the product been a good partner in doing business?:** 9.7/10 (Category avg: 9.1/10) - **Lead Development:** 8.9/10 (Category avg: 8.5/10) - **Customization :** 9.2/10 (Category avg: 8.5/10) - **Co-Browsing:** 8.3/10 (Category avg: 8.1/10) #### Who Is the Company Behind Callbell? - **Seller:** [Callbell](https://www.g2.com/sellers/callbell) - **Year Founded:** 2018 - **HQ Location:** Paris, Ile-de-France - **Twitter:** @CallbellApp 40 Twitter followers - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=a1b7bc227a614bd51a77f3b0a4686430f8f091ae84d0f74018f161357e527379&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F11221868%2F&secure%5Burl_type%5D=linkedin_company_website) 45 employees on LinkedIn® #### Who Uses This Product? - **Top Industries:** Information Technology and Services - **Company Size:** 79% Small, 17% Medium #### What Are Recent G2 Reviews of Callbell? **["Intuitive Setup, Detailed Metrics, and Excellent Support for Powerful Automation"](https://www.g2.com/survey_responses/callbell-review-13104483)** **Rating:** 5.0/5.0 stars _— Paola B._ [Read full review](https://www.g2.com/survey_responses/callbell-review-13104483) **["Robust software and a support team that genuinely cares about your success!"](https://www.g2.com/survey_responses/callbell-review-13123153)** **Rating:** 5.0/5.0 stars _— Germán P._ [Read full review](https://www.g2.com/survey_responses/callbell-review-13123153) #### What Are G2 Users Discussing About Callbell? - [Is Callbell free?](https://www.g2.com/discussions/is-callbell-free) - [Is Callbell safe?](https://www.g2.com/discussions/is-callbell-safe) - [What is Callbell?](https://www.g2.com/discussions/what-is-callbell) - [How does Callbell work?](https://www.g2.com/discussions/how-does-callbell-work) ### [Sendbird](https://www.g2.com/products/sendbird/reviews) Sendbird is an omnichannel AI agent platform designed to enhance customer experience by facilitating autonomous support and sales conversations. This innovative solution enables businesses to engage with customers across various channels while ensuring that human agents remain available for more complex inquiries. By leveraging AI technology, Sendbird empowers enterprises to proactively communicate with their customers, fostering deeper connections and driving customer satisfaction. Primarily targeting enterprises aiming to improve their customer service and sales processes, Sendbird serves a diverse range of industries, including e-commerce, finance, and telecommunications. The platform is particularly beneficial for organizations that manage a high volume of customer interactions and require efficient handling of these conversations. By automating routine inquiries and interactions, businesses can allocate their human resources to more intricate issues, ultimately optimizing operational efficiency and enhancing overall service quality. One of the standout features of Sendbird is its seamless integration with existing communication channels, allowing businesses to maintain a consistent presence across platforms. This omnichannel approach ensures that customers can reach out for support or sales inquiries through their preferred medium, whether it be chat, email, or social media. Additionally, Sendbird's AI capabilities enable the platform to initiate proactive business messages, re-engaging customers and enhancing their overall experience. This proactive communication not only addresses customer needs but also anticipates them, leading to increased satisfaction and loyalty. The platform's robust communication APIs further differentiate Sendbird from other solutions in the market. These APIs are designed to be scalable and adaptable, allowing businesses to create customized AI agents that cater to their specific requirements. This flexibility enables organizations to develop tailored solutions that resonate with their target audience, ensuring that customer interactions are both meaningful and effective. Moreover, Sendbird's award-winning design underscores its commitment to delivering high-quality communication experiences that prioritize user engagement. Sendbird effectively combines advanced AI technology with a comprehensive communication framework, setting itself apart in the realm of customer engagement solutions. By automating routine tasks and enabling proactive outreach, the platform enhances customer interactions while supporting businesses in achieving their operational goals. With its focus on maintaining human involvement for complex inquiries, Sendbird strikes a balance between efficiency and personalization, making it a valuable tool for enterprises looking to elevate their customer experience. **Average Rating:** 4.6/5.0 **Total Reviews:** 122 #### How Do G2 Users Rate Sendbird? - **Has the product been a good partner in doing business?:** 9.1/10 (Category avg: 9.1/10) - **Lead Development:** 8.1/10 (Category avg: 8.5/10) - **Customization :** 8.9/10 (Category avg: 8.5/10) - **Co-Browsing:** 7.7/10 (Category avg: 8.1/10) #### Who Is the Company Behind Sendbird? - **Seller:** [Sendbird](https://www.g2.com/sellers/sendbird) - **Company Website:** sendbird.com - **Year Founded:** 2013 - **HQ Location:** San Mateo, California - **Twitter:** @SendBird 4,840 Twitter followers - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=0dc6186fea7f779c3cedca73dfa7b528fb3e1974d090a8b5ce8204c499b603fe&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F10043307%2F&secure%5Burl_type%5D=linkedin_company_website) 302 employees on LinkedIn® #### Who Uses This Product? - **Who Uses This:** Product Manager, Student Experience Team Member - **Top Industries:** Computer Software, Health, Wellness and Fitness - **Company Size:** 47% Medium, 31% Small #### What Do G2 Reviewers Say About Sendbird? _AI-generated summary from verified user reviews_ ##### Pros - Users value the **ease of use** of Sendbird, finding it simple to implement and customer-friendly. - Users praise Sendbird for its **excellent customer support** and prompt assistance, enhancing user experience and reliability. - Users value the **extensive customization and seamless integration** features of Sendbird, enhancing communication and engagement effectively. - Users appreciate the **easy integrations** of Sendbird, finding it simple to implement and efficient for messaging solutions. - Users value the **easy setup** of Sendbird, allowing for smooth integration into their operations without hassle. ##### Cons - Users find Sendbird's pricing **too high** , especially for startups needing more affordable options during experimentation. - Users find the **learning curve challenging** , especially when navigating advanced features and documentation complexity. - Users find the **high costs** of Sendbird challenging, especially for startups, compounded by a complicated pricing structure. - Users express concerns about **cost limitations** with Sendbird, finding pricing and plans complicated and unsustainable long-term. - Users find the **difficult setup** of Sendbird challenging, especially for new users navigating the documentation and integration. #### What Are Recent G2 Reviews of Sendbird? **["Reliable, Scalable In-App Chat, Voice, and Video—Fast to Build with Great APIs"](https://www.g2.com/survey_responses/sendbird-review-13084589)** **Rating:** 4.5/5.0 stars _— Verified User in Internet_ [Read full review](https://www.g2.com/survey_responses/sendbird-review-13084589) **["Developer-Friendly APIs for Fast, Reliable Real-Time Chat"](https://www.g2.com/survey_responses/sendbird-review-13042624)** **Rating:** 4.0/5.0 stars _— Verified User in Oil & Energy_ [Read full review](https://www.g2.com/survey_responses/sendbird-review-13042624) #### What Are G2 Users Discussing About Sendbird? - [What is the best chat API?](https://www.g2.com/discussions/what-is-the-best-chat-api) - [Where is Sendbird located?](https://www.g2.com/discussions/where-is-sendbird-located) - [What is Sendbird?](https://www.g2.com/discussions/what-is-sendbird) - [How does Sendbird work?](https://www.g2.com/discussions/how-does-sendbird-work) ### [Storylane](https://www.g2.com/products/storylane/reviews) Killer demos for every stage of buying. Storylane is the #1 rated demo automation platform for B2B marketing, sales, and presales teams. Trusted by 5,000+ companies, Storylane gives every team the demos they need and the AI sales agent to convert them. 1/ Demo Suite: Demos built for every channel, every conversation Build, personalize, and share interactive product demos across every stage of the buying journey. Interactive Demos: Create product demos in minutes using screenshot, video, or HTML capture. Personalize with one-click editing, add AI-generated voiceovers and avatars, and translate into 25+ languages. Embed on your website, attach to emails, share as leave-behinds, present at conferences, and more. Sandbox Demos: Stable, responsive product environments for live calls and POCs. No engineering, staging setup, or data injection needed. Hubs: One destination for everything your buyers need: interactive demos, product videos, and sales collateral, complete with choose-your-own-interest screens, engagement tracking, and champion identification. 2/ RepX Chat: Turn your website into your best sales rep Conversational sales agents trained on your product documentation and sales resources. RepX handles discovery, qualifies prospects, and hands off sales-ready accounts to your team 24/7. AI video & voice: Conversational agents that engage visitors around the clock in the kind of interaction people actually stay for. Discovery questions: Asks the questions your top SDRs would (pain points, timing, budget, decision makers) and shares context with your team. Qualification workflows: Define the criteria; RepX handles the routing every time, without a rep in the room. Storylane is built for every team in your GTM engine 1/ Marketing: Convert website visitors into qualified leads, improve pipeline from inbound traffic, generate demand at events 2/ Sales: Share demo leave-behinds to accelerate deals, multi-thread deals with personalized content, run live calls without technical risk 3/ Presales: Scale demo output without engineering lift, personalize environments at scale 4/ CX & Product: Onboard customers faster, drive feature adoption, reduce support load with interactive walkthroughs Why teams choose Storylane: Loved for ease-of-use, trusted for rapid innovation, and proven across the entire GTM engine. #1 rated on G2 in demo automation with a 99/100 satisfaction score. **Average Rating:** 4.7/5.0 **Total Reviews:** 1,533 #### How Do G2 Users Rate Storylane? - **Has the product been a good partner in doing business?:** 9.4/10 (Category avg: 9.1/10) #### Who Is the Company Behind Storylane? - **Seller:** [Storylane](https://www.g2.com/sellers/storylane) - **Company Website:** www.storylane.io - **Year Founded:** 2021 - **HQ Location:** San Francisco, US - **Twitter:** @storylaneio 230 Twitter followers - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=928000879e237de18f0d3e18f6bd3e9c31117cd6e557f0b490aa7759a32bb8f3&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fstorylane-io%2F&secure%5Burl_type%5D=linkedin_company_website) 76 employees on LinkedIn® #### Who Uses This Product? - **Who Uses This:** Marketing Manager, Product Marketing Manager - **Top Industries:** Computer Software, Information Technology and Services - **Company Size:** 48% Small, 42% Medium #### What Do G2 Reviewers Say About Storylane? _AI-generated summary from verified user reviews_ ##### Pros - Users love the **ease of use** of Storylane, enabling quick creation of professional and engaging demos effortlessly. - Users love the **intuitive demo creation** of Storylane, which saves time and empowers them to showcase products effortlessly. - Users love the **easy creation** of interactive demos with Storylane, making the process quick and effortless. - Users love the **intuitive interface** of Storylane, finding it easy to learn and create demos effortlessly. - Users love the **ease of creation** with Storylane, enabling fast, interactive demos without heavy engineering effort. ##### Cons - Users find **costly multiple demos** and mobile optimization lacking, affecting overall user experience and accessibility. - Users express frustration with **demo issues** , particularly the lack of mobile optimization and jittery experiences in presentations. - Users face **limited customization options** with Storylane, making adjustments and flexibility quite challenging for various needs. - Users experience **editing difficulties** due to slow loading times and less-than-perfect auto segmentation, requiring manual adjustments. - Users note the **limited customization** options in Storylane, which may hinder brand aesthetic alignment in demos. #### What Are Recent G2 Reviews of Storylane? **["Storylane Makes Self-Guided Product Demos Easy, Plus a Powerful HubSpot Integration"](https://www.g2.com/survey_responses/storylane-review-12036015)** **Rating:** 5.0/5.0 stars _— Dustin B._ [Read full review](https://www.g2.com/survey_responses/storylane-review-12036015) **["Storylane Makes Product Demos Easy and Saves Us Serious Time"](https://www.g2.com/survey_responses/storylane-review-13189764)** **Rating:** 5.0/5.0 stars _— James D._ [Read full review](https://www.g2.com/survey_responses/storylane-review-13189764) #### What Are G2 Users Discussing About Storylane? - [What is Storylane used for?](https://www.g2.com/discussions/what-is-storylane-used-for) - 1 comment ### [Zaapi](https://www.g2.com/products/zaapi/reviews) The Future of Conversational CX Zaapi is a comprehensive AI-driven Customer Experience (CX) platform designed for the modern era of commerce. By centralizing interactions from WhatsApp, Email, Website, Facebook, Instagram, LINE, TikTok, Shopee, and Lazada, Zaapi eliminates fragmented communication and provides a single, intelligent "source of truth" for every customer relationship. As the intelligent engine behind modern engagement, Zaapi provides the infrastructure to deliver a seamless, unified experience in a world where customers expect instant responses across a dozen platforms. By combining deep e-commerce integrations with cutting-edge AI, Zaapi transforms your communication channels from simple inboxes into high-performance revenue drivers. The AI Agent: 80%+ Automation & Serious ROI The Zaapi AI Agent isn't just a chatbot—it’s a digital extension of your team that understands context and brand voice. - Full Automation: Many users achieve 80% or higher full automation of all incoming inquiries, allowing human agents to focus on high-value tasks. - Instant Accuracy: Drastically improve response rates and agent efficiency by deploying an AI trained on your specific business data and knowledge base. - Measurable Growth: By resolving queries 24/7 without delays, the AI Agent drives significant ROI through increased customer satisfaction and higher conversion rates. Versatile Flow Builder: Automate Anything Zaapi’s powerful, no-code Flow Builder allows you to design and deploy sophisticated customer journeys in minutes. With a deep Shopify integration, you can create seamless automations including: - Welcome Flows: Engage new prospects the moment they connect on any channel. Cart Recovery: Automatically trigger personalized recovery messages via WhatsApp or Email to reclaim lost sales. - Order Updates: Proactively send automated notifications for order status and shipping directly to the customer’s preferred app. - Custom Logic: A truly versatile canvas that enables you to automate almost any workflow, from lead qualification to complex multi-step support paths. Deep Analytics & Performance Tracking Zaapi provides the data-driven insights necessary to master your CX strategy. Our detailed analytics suite allows you to: - Analyze Conversations: Gain visibility into every interaction to identify trends, pain points, and customer sentiment. - Monitor Agent Performance: Track individual and team efficiency, response times, and resolution success. - Optimize AI Efficiency: Constantly refine your AI Agent’s performance by reviewing its interactions and success rates across all channels. Why Zaapi? Zaapi empowers businesses to move beyond "replying to messages" and toward "mastering the customer experience." By combining native e-commerce data with a powerful AI engine, Zaapi ensures that every conversation—no matter the channel—contributes to a seamless customer experience. **Average Rating:** 4.7/5.0 **Total Reviews:** 36 #### How Do G2 Users Rate Zaapi? - **Has the product been a good partner in doing business?:** 9.5/10 (Category avg: 9.1/10) - **Customization :** 10.0/10 (Category avg: 8.5/10) #### Who Is the Company Behind Zaapi? - **Seller:** [Zaapi](https://www.g2.com/sellers/zaapi) - **HQ Location:** Singapore, SG - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=7886df2ed926834e5eb248c77dcfa8e5c815d3ab1f0fe3132ced0dba45868834&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2FNo-Linkedin-Presence-Added-Intentionally-By-DataOps&secure%5Burl_type%5D=linkedin_company_website) 1 employees on LinkedIn® #### Who Uses This Product? - **Top Industries:** Retail - **Company Size:** 63% Small, 24% Medium #### What Do G2 Reviewers Say About Zaapi? _AI-generated summary from verified user reviews_ ##### Pros - Users find Zaapi to have a **user-friendly design** , making daily customer support effortless and efficient. - Users appreciate the **easy setup and intuitive interface** of Zaapi, enhancing daily customer support efficiency across multiple channels. - Users praise Zaapi for its **efficiency** , making chat management and response automation seamless and time-saving. - Users appreciate the **seamless integrations** of Zaapi, enhancing efficiency by unifying various communication channels in one platform. - Users praise Zaapi for its **easy setup** , enabling efficient management of multiple chat channels with minimal effort. ##### Cons - Users note that **required improvements** include better reporting options, faster performance, and enhanced customer data management. - Users experience **usage limitations** with Zaapi, particularly concerning file size restrictions for images and videos. - Users feel the pricing is **a bit high** and could be clearer, with unexpected additional charges for credits. - Users note the **limited features** of Zaapi, missing important tools for conversion and advanced workflows. - Users note several **missing features** , particularly in conversion and advanced workflows, affecting the overall functionality. #### What Are Recent G2 Reviews of Zaapi? **["All-in-One Chat Solution That Empowers Teamwork"](https://www.g2.com/survey_responses/zaapi-review-12918159)** **Rating:** 5.0/5.0 stars _— Natavadee S._ [Read full review](https://www.g2.com/survey_responses/zaapi-review-12918159) **["Reliable Omnichannel Platform with Excellent Support"](https://www.g2.com/survey_responses/zaapi-review-13058934)** **Rating:** 5.0/5.0 stars _— derrick t._ [Read full review](https://www.g2.com/survey_responses/zaapi-review-13058934) ### [ThriveDesk](https://www.g2.com/products/thrivedesk/reviews) ThriveDesk is a full featured customer service software for SaaS and eCommerce. Features included Shared Inbox, Live Chat, Chatbot, Knowledge Base and more.. **Average Rating:** 4.9/5.0 **Total Reviews:** 69 #### How Do G2 Users Rate ThriveDesk? - **Has the product been a good partner in doing business?:** 9.6/10 (Category avg: 9.1/10) - **Lead Development:** 8.3/10 (Category avg: 8.5/10) - **Customization :** 8.6/10 (Category avg: 8.5/10) - **Co-Browsing:** 5.8/10 (Category avg: 8.1/10) #### Who Is the Company Behind ThriveDesk? - **Seller:** [ThriveDesk](https://www.g2.com/sellers/thrivedesk) - **Year Founded:** 2024 - **HQ Location:** Dhaka, BD - **Twitter:** @thrivedesk 240 Twitter followers - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=fabb54a0d4819e12e3ecc0d018771099c7f02cc2ec946410aa35ab03372d6252&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fthrivedeskhq%2F&secure%5Burl_type%5D=linkedin_company_website) 6 employees on LinkedIn® #### Who Uses This Product? - **Who Uses This:** CEO - **Top Industries:** Computer Software, Information Technology and Services - **Company Size:** 71% Small, 43% Medium #### What Do G2 Reviewers Say About ThriveDesk? _AI-generated summary from verified user reviews_ ##### Pros - Users appreciate the **intuitive and user-friendly features** of ThriveDesk, enhancing customer service management efficiently. - Users commend the **reliable customer support** of ThriveDesk, always ready to assist with helpful guidance. - Users praise the **ease of use** with ThriveDesk, noting its straightforward setup and intuitive interface. - Users appreciate the **intuitive design** of ThriveDesk, which makes navigation and customer support seamless and efficient. - Users love the **intuitive and clean user interface** of ThriveDesk, making it easy for teams to learn quickly. ##### Cons - Users note a **limited customization** in ThriveDesk, wishing for more personalization in the dashboard and reporting features. - Users wish for more **customization options** in ThriveDesk's dashboard and reporting features to enhance personalization. - Users find the **reporting features limited** , wishing for more customizable options for better insights and flexibility. - Users note that ThriveDesk's **limited third-party integrations** can hinder its overall effectiveness compared to competitors. - Users find the tool effective but desire more **integrations and customization options** to enhance their workflows. #### What Are Recent G2 Reviews of ThriveDesk? **["Shared Inbox That Makes Customer Support More Organized"](https://www.g2.com/survey_responses/thrivedesk-review-13184992)** **Rating:** 5.0/5.0 stars _— Bernadette C._ [Read full review](https://www.g2.com/survey_responses/thrivedesk-review-13184992) **["ThriveDesk’s Ticket Management Keeps Customer Support Organized and On Track"](https://www.g2.com/survey_responses/thrivedesk-review-13192294)** **Rating:** 5.0/5.0 stars _— Federico R._ [Read full review](https://www.g2.com/survey_responses/thrivedesk-review-13192294) #### What Are G2 Users Discussing About ThriveDesk? - [What is ThriveDesk used for?](https://www.g2.com/discussions/what-is-thrivedesk-used-for) - 1 comment ### [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 ### [SleekFlow](https://www.g2.com/products/sleekflow/reviews) SleekFlow is an AI Suite for Revenue-Driving Conversations. Trusted by over 2,000 enterprises across 70+ countries, we unify WhatsApp, Instagram, Messenger, SMS, Website Live Chat, Email, Call, and beyond into a complete AI operating system. At the core of SleekFlow is AgentFlow, an AI GTM workforce that learns and improves relentlessly. The platform features a unique self-healing knowledge base that observes conversational patterns and identifies data gaps, surfacing one-click fixes for human approval. Beyond automation, SleekFlow’s AI acts as an unbiased data analyst, revealing deep business insights from your real customers’ conversations. From first-click conversion to long-term retention, SleekFlow is redefining the B2C relationship and turning every conversation into a data-backed growth opportunity. Headquartered in Singapore with a global presence in Hong Kong, Malaysia, Indonesia, Brazil, the UAE and the US, SleekFlow is backed by $23.5M in funding from tier-one investors including Tiger Global, Atinum Investment, AEF Greater Bay Area Fund (managed by Gobi Partners GBA and Transcend Capital Partners) Moses Tsang (Former General Partner of Goldman Sachs Group and Chairman of Goldman Sachs (Asia) LLC) and Mars Growth Capital. For more information, visit sleekflow.io. **Average Rating:** 4.6/5.0 **Total Reviews:** 201 #### How Do G2 Users Rate SleekFlow? - **Has the product been a good partner in doing business?:** 8.8/10 (Category avg: 9.1/10) - **Lead Development:** 8.5/10 (Category avg: 8.5/10) - **Customization :** 8.3/10 (Category avg: 8.5/10) - **Co-Browsing:** 8.1/10 (Category avg: 8.1/10) #### Who Is the Company Behind SleekFlow? - **Seller:** [SleekFlow](https://www.g2.com/sellers/sleekflow) - **Company Website:** sleekflow.io - **Year Founded:** 2019 - **HQ Location:** Singapore, SG - **Twitter:** @sleekflow\_io 174 Twitter followers - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=8411beacfe8eee98ccf57a891aba99b7d1c3699783ac9d7e144d97594ebe7637&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fsleekflow&secure%5Burl_type%5D=linkedin_company_website) 204 employees on LinkedIn® #### Who Uses This Product? - **Who Uses This:** Director, Founder - **Top Industries:** Retail, Health, Wellness and Fitness - **Company Size:** 73% Small, 20% Medium #### What Do G2 Reviewers Say About SleekFlow? _AI-generated summary from verified user reviews_ ##### Pros - Users find SleekFlow to be **very easy to implement** , thanks to helpful guidance and effective features. - Users commend the **excellent customer support** of SleekFlow, highlighting fast responses and useful assistance for effective communication. - Users love the **easy-to-use automation features** of SleekFlow, significantly reducing routine tasks and improving efficiency. - Users value the **handy AI agent** of SleekFlow for efficiently qualifying leads and enhancing customer communication. - Users find that the **time-saving automation** of SleekFlow helps them manage customer messages efficiently and effectively. ##### Cons - Users note the **lack of essential features** in SleekFlow, wishing for improved response tracking and message management. - Users frequently face **slow loading** issues with SleekFlow, causing frustration during message access and app performance. - Users find the **pricing steep** for SleekFlow, especially for smaller teams, impacting accessibility and value. - Users express concerns over **limited customization** , particularly regarding contact quotas and analytics options in SleekFlow. - Users feel that the **limited features** of SleekFlow restrict functionality, especially for those on lower-tier plans. #### What Are Recent G2 Reviews of SleekFlow? **["Sleekflow Makes Multi-Channel Messaging and Automation Effortless."](https://www.g2.com/survey_responses/sleekflow-review-13065757)** **Rating:** 4.5/5.0 stars _— Sujal S._ [Read full review](https://www.g2.com/survey_responses/sleekflow-review-13065757) **["SleekFlow Streamlined Our DMs and Boosted Productivity"](https://www.g2.com/survey_responses/sleekflow-review-12673937)** **Rating:** 5.0/5.0 stars _— Yik Wang C._ [Read full review](https://www.g2.com/survey_responses/sleekflow-review-12673937) #### What Are G2 Users Discussing About SleekFlow? - [What is SleekFlow used for?](https://www.g2.com/discussions/what-is-sleekflow-used-for) ### [JustCall](https://www.g2.com/products/saas-labs-justcall/reviews) JustCall is the only AI-powered business communication platform that brings calls, texts, email, and WhatsApp together in one place. It helps customer-facing teams work more efficiently, respond faster, and connect better with prospects and customers. 6,000+ businesses worldwide use JustCall to: - Manage all customer conversations from a single platform - Automate routine tasks and workflows - Get real-time AI insights to improve conversations - Ensure 24/7 coverage with inbound AI Voice Agents (outbound support coming soon) Key features: - Calling: Global phone numbers, inbound/outbound calling, smart routing, auto/predictive/power dialers - Messaging: SMS & MMS, workflows, bots, shared WhatsApp inbox, multi-level IVR, shared email inbox - AI tools: Real-time agent assist, AI coaching, sentiment analysis, call scoring, live monitoring, SMS Copilot, inbound AI Voice Agent - Integrations & collaboration: 100+ CRM integrations, collaborative team workspace **Average Rating:** 4.3/5.0 **Total Reviews:** 2,361 #### How Do G2 Users Rate JustCall? - **Has the product been a good partner in doing business?:** 8.6/10 (Category avg: 9.1/10) - **Lead Development:** 7.9/10 (Category avg: 8.5/10) - **Customization :** 7.8/10 (Category avg: 8.5/10) - **Co-Browsing:** 7.5/10 (Category avg: 8.1/10) #### Who Is the Company Behind JustCall? - **Seller:** [Saas Labs](https://www.g2.com/sellers/saas-labs) - **Company Website:** www.saaslabs.co - **Year Founded:** 2016 - **HQ Location:** Palo Alto, California - **Twitter:** @saas\_labs 319 Twitter followers - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=09cee811816c94d65e7739f2d391c244b66232e5e00dc8510ca60d3f50280d8e&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F10436435%2F&secure%5Burl_type%5D=linkedin_company_website) 416 employees on LinkedIn® #### Who Uses This Product? - **Who Uses This:** CEO, Account Executive - **Top Industries:** Computer Software, Financial Services - **Company Size:** 59% Small, 31% Medium #### What Do G2 Reviewers Say About JustCall? _AI-generated summary from verified user reviews_ ##### Pros - Users find JustCall's **ease of use** impressive, highlighting its straightforward setup and intuitive interface for seamless communication. - Users enjoy the **s seamless integration** of calls, SMS, and CRM in JustCall, enhancing efficiency and organization. - Users value how JustCall brings **simplicity to business communication** , streamlining tasks and enhancing efficiency effortlessly. - Users commend the **excellent customer support** of JustCall, highlighting its responsiveness and effective issue resolution. - Users love the **efficient call management** of JustCall, enjoying seamless integrations and a user-friendly interface. ##### Cons - Users often face **call issues** with JustCall, including lag and difficulties in transferring calls and monitoring effectively. - Users find the **call functionality cumbersome** , facing issues like multiple clicks and unstable call quality while traveling. - Users experience **connection issues** with JustCall, including call quality drops and disruptions due to unstable internet. - Users find **missing features** like lack of SMS support and limited customization hinder their experience with JustCall. - Users experience **poor call quality** with JustCall, often facing drops and interruptions due to unstable internet connections. #### What Are Recent G2 Reviews of JustCall? **["Integration with HubSpot Enhances Call Management"](https://www.g2.com/survey_responses/justcall-review-13141009)** **Rating:** 4.0/5.0 stars _— Paul W._ [Read full review](https://www.g2.com/survey_responses/justcall-review-13141009) **["Easy-to-Use Calling Platform with Reliable Performance and Helpful AI Insights"](https://www.g2.com/survey_responses/justcall-review-12953018)** **Rating:** 5.0/5.0 stars _— Richard L._ [Read full review](https://www.g2.com/survey_responses/justcall-review-12953018) ### [UJET](https://www.g2.com/products/ujet/reviews) UJET leads the way in AI-powered CX transformation, delivering a future-proof, cloud platform that redefines the customer experience with advanced agentic AI, multimodality, and a mobile-first approach. We infuse agentic AI across every aspect of the customer journey – from build and deployment, to end-customer, agent, and supervisor experiences – to drive automation and efficiency. UJET’s AI solutions empower agents, optimize customer journeys, and elevate customer interactions with actionable analytics. Built on a cloud-native architecture, UJET ensures unmatched security, scalability, and prioritized data analytics. Designed for effortless use, UJET partners with businesses to deliver exceptional interactions, smarter decision-making, and accelerated growth in the AI-driven world. **Average Rating:** 4.7/5.0 **Total Reviews:** 1,101 #### How Do G2 Users Rate UJET? - **Has the product been a good partner in doing business?:** 9.6/10 (Category avg: 9.1/10) - **Lead Development:** 9.5/10 (Category avg: 8.5/10) - **Customization :** 9.3/10 (Category avg: 8.5/10) - **Co-Browsing:** 9.3/10 (Category avg: 8.1/10) #### Who Is the Company Behind UJET? - **Seller:** [UJET](https://www.g2.com/sellers/ujet) - **Company Website:** www.ujet.cx - **Year Founded:** 2015 - **HQ Location:** San Francisco, California - **Twitter:** @UJETcx 1,542 Twitter followers - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=8d41f7c6196ea9874e957ea2b4ceeca49a258e30f8cf40f2f5d9bd20c7a1e3f0&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F18051573%2F&secure%5Burl_type%5D=linkedin_company_website) 340 employees on LinkedIn® #### Who Uses This Product? - **Who Uses This:** Customer Service Representative, Agent - **Top Industries:** Consumer Services, Telecommunications - **Company Size:** 57% Medium, 34% Large #### What Do G2 Reviewers Say About UJET? _AI-generated summary from verified user reviews_ ##### Pros - Users enjoy the **ease of use** of UJET, appreciating its intuitive navigation and helpful features. - Users appreciate the **robust features** of UJET, including high call quality, easy navigation, and effective visual troubleshooting. - Users value the **efficiency** of UJET, enjoying its user-friendly interface and seamless integration for productive operations. - Users value the **user-friendly interface** of UJET, appreciating its simplicity combined with powerful capabilities. - Users admire the **user-friendly interface** of UJET, praising its simplicity and ease of navigation for productivity. ##### Cons - Users find the **slow loading** times during peak hours frustrating, impacting response efficiency and overall experience. - Users find the **slow speed** of UJET frustrating during peak hours, leading to delayed response times. - Users experience occasional **slow performance** with UJET, particularly during peak hours, leading to frustrating delays. - Users often face **technical issues** with UJET, including crashes and errors that disrupt their workflow and productivity. - Users report experiencing **software glitches** with UJET, including freezes and unexpected shutdowns that disrupt workflow. #### What Are Recent G2 Reviews of UJET? **["UJET Streamlines Customer Interactions and Boosts Productivity"](https://www.g2.com/survey_responses/ujet-review-12696463)** **Rating:** 4.5/5.0 stars _— Hariharan K._ [Read full review](https://www.g2.com/survey_responses/ujet-review-12696463) **["Powerful CCaaS Integrations and Omnichannel Support with AI Features"](https://www.g2.com/survey_responses/ujet-review-12548405)** **Rating:** 4.0/5.0 stars _— Rupesh k._ [Read full review](https://www.g2.com/survey_responses/ujet-review-12548405) #### What Are G2 Users Discussing About UJET? - [What is UJET used for?](https://www.g2.com/discussions/what-is-ujet-used-for) - 2 comments - [‹ Prev‹ Prev](/categories/live-chat/small-business?order=g2_score&page=3#product-list) - [1](/categories/live-chat/small-business?order=g2_score#product-list) - [2](/categories/live-chat/small-business?order=g2_score&page=2#product-list) - [3](/categories/live-chat/small-business?order=g2_score&page=3#product-list) - 4 - [5](/categories/live-chat/small-business?order=g2_score&page=5#product-list) - [6](/categories/live-chat/small-business?order=g2_score&page=6#product-list) - [7](/categories/live-chat/small-business?order=g2_score&page=7#product-list) - [8](/categories/live-chat/small-business?order=g2_score&page=8#product-list) - [9](/categories/live-chat/small-business?order=g2_score&page=9#product-list) - [10](/categories/live-chat/small-business?order=g2_score&page=10#product-list) - [Next ›Next ›](/categories/live-chat/small-business?order=g2_score&page=5#product-list) Spotlight Categories [Account-Based Orchestration Platforms](https://www.g2.com/categories/account-based-orchestration-platforms) [Customer Communications Management Software](https://www.g2.com/categories/customer-communications-management) [Social Media Listening Tools](https://www.g2.com/categories/social-media-listening-tools) [Sales Intelligence Software](https://www.g2.com/categories/sales-intelligence) [Contract Lifecycle Management (CLM) Software](https://www.g2.com/categories/contract-lifecycle-management-clm) 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) - [Customer Education](/categories/customer-education) - [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, small business features, pricing, setup, and installation differ from businesses of other sizes, which is why we match buyers to the right Small 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 Small Business Live Chat category. In addition to qualifying for inclusion in the Live Chat Software category, to qualify for inclusion in the Small Business Live Chat Software category, a product must have at least 10 reviews left by a reviewer from a small 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.