# Best Live Chat Software for Small Business - Page 7

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

**Total Products under this Category:** 463

### Category Stats (Aug 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: August 01, 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**

### Paessler PRTG

Your infrastructure is complex. Your monitoring tool shouldn't be. Paessler PRTG delivers mission-critical visibility across IT and OT environments, deploying in minutes, not months. Whether you're managing servers, switches, virtual machines, cloud services, or industrial systems, PRTG monitors everything from a single platform, so your team always knows what's running, what's struggling, and what needs attention, before users do. Fast to deploy. Easy to run. Auto-discovery finds devices on your network automatically, and 300+ pre-configured sensors cover the most common infrastructure components out of the box. Support for all major protocols (SNMP, WMI, REST APIs, SSH, NetFlow, and more) means PRTG fits into your existing environment without forcing changes to it. Built for lean teams under real pressure. Customizable dashboards give instant visibility across your entire landscape. Flexible alerting (via email, SMS, push notification, or third-party integrations) ensures the right people are notified the moment something goes wrong. Historical trend data helps you spot patterns and plan ahead, not just react. Scales on your terms. From a single site to distributed multi-location environments, PRTG grows with your organization. Available as an on-premises installation or a hosted solution, it adapts to your infrastructure and your IT policies, no rip-and-replace required. Trusted by more than 500,000 users across 190+ countries since 1997, Paessler PRTG is the monitoring standard for IT professionals who need results, not complexity.

[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=2026-08-01T11%3A21%3A12Z&secure%5Bdisplayable_resource_id%5D=2112&secure%5Bdisplayable_resource_type%5D=Category&secure%5Bmedium%5D=sponsored&secure%5Bplacement_reason%5D=retargeted_product&secure%5Bplacement_resource_ids%5D%5B%5D=10874&secure%5Bprioritized%5D=false&secure%5Bproduct_id%5D=10874&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%3D7%26selected_view%3Dgrid&secure%5Btoken%5D=09c1ecd57a492caefc8df3633b330f392b1c0d868f6e243eb7b257677d48e3d9&secure%5Burl%5D=https%3A%2F%2Fwww.paessler.com%2Flp%2Fserver-monitoring-software%3Futm_medium%3Dlisting%26utm_source%3Dg2%26utm_campaign%3Dg2-ppc-server-monitoring&secure%5Burl_type%5D=custom_url)

### [iAdvize](https://www.g2.com/products/iadvize/reviews)

iAdvize is an AI Shopping Assistant designed to turn more shoppers into customers by delivering sales-first AI that knows when and how to sell. Unlike traditional chatbots built for support, our platform is purpose-built for e-commerce conversion—removing buying blockers, answering critical pre-purchase questions, and guiding shoppers confidently toward checkout. At the heart of iAdvize is a proactive, brand-aligned AI that engages shoppers at the moments that matter most. Whether they're navigating a complex catalog on a product listing page, hesitating on a product detail page, or stalling at checkout, the AI Shopping Assistant surfaces personalized recommendations, instant answers, and seamless add-to-cart flows—all within a branded conversational experience. iAdvize powers digital conversations for more than 350 brands, generating over $1 billion in annual online revenue. We've analyzed millions of shopper interactions across every touchpoint and used those insights to build a platform that adapts to your tone of voice, reflects your brand identity, and continuously improves based on real performance data. Our AI Designer gives you complete control: upload your product catalog, configure tone and behavior, and create custom workflows without touching code. The Campaign Manager lets you deploy strategically—targeting by page type, traffic source, or shopper behavior to trigger the right engagement at the right time. And with Shopper Insights, you get full transparency into how every AI interaction impacts your KPIs, from engagement rates to conversion lift and average order value. Built with a dedicated Shopify integration for plug-and-play deployment, iAdvize is also e-commerce platform agnostic—integrating seamlessly with any storefront. Non-technical teams can configure, test, and optimize without developer resources, enabling fast experimentation and measurable impact. From proactive engagement widgets and smart product discovery to cross-sell recommendations and checkout support, iAdvize delivers the speed and clarity shoppers need to move from browsing to buying—with confidence.

**Average Rating:** 4.7/5.0

**Total Reviews:** 28

#### How Do G2 Users Rate iAdvize?

- **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 :** 8.8/10 (Category avg: 8.5/10)
- **Co-Browsing:** 8.1/10 (Category avg: 8.1/10)

#### Who Is the Company Behind iAdvize?

- **Seller:** [iAdvize](https://www.g2.com/sellers/iadvize)
- **Year Founded:** 2010
- **HQ Location:** Nantes, France
- **Twitter:** @iadvize  
7,328 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=1c365bd942dd530e8b21dbb5055588f3a43eeedbdad79b2a874817194203ebb2&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F535762%2F&secure%5Burl_type%5D=linkedin_company_website)  
188 employees on LinkedIn®

#### Who Uses This Product?

- **Company Size:** 40% Medium, 37% Large

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

_AI-generated summary from verified user reviews_

##### Pros

- Users appreciate the **helpfulness** of iAdvize, significantly reducing workload while improving customer engagement and conversion rates.
- Users appreciate the **exceptional customer engagement** provided by iAdvize, elevating interactions and driving meaningful results.
- Users praise the **exceptional customer support** from iAdvize, highlighting its engagement and commitment to their success.
- Users appreciate the **user-friendly interface** of iAdvize, making configuration and operation seamless and intuitive.
- Users value the **high level of engagement** from iAdvize, leading to successful integrations and increased sales.

##### Cons

- Users find it **inconvenient that messaging conversations can't connect to Microsoft Teams** , impacting team collaboration.
- Users find it **inconvenient due to connectivity issues** between messaging conversations and Microsoft Teams, disrupting workflow.
- Users find **missing features** in iAdvize, like an inadequate queue system and limited reporting capabilities, frustrating.
- Users find the **inadequate reporting** in iAdvize limits insights, impacting the overall effectiveness and user experience.
- Users feel frustrated by the **integration issues** with Microsoft Teams, making communication less seamless.

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

**["Innovative Chatbot That Cuts Inquiries and Streamlines Support"](https://www.g2.com/survey_responses/iadvize-review-12455845)**

**Rating:** 4.0/5.0 stars

_— Jennifer G._

[Read full review](https://www.g2.com/survey_responses/iadvize-review-12455845)

**["iAdvize Boosts Product Discovery and Conversational Commerce on LG.com"](https://www.g2.com/survey_responses/iadvize-review-12791707)**

**Rating:** 4.5/5.0 stars

_— Girish J._

[Read full review](https://www.g2.com/survey_responses/iadvize-review-12791707)

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

- [What is iAdvize used for?](https://www.g2.com/discussions/what-is-iadvize-used-for) - 1 upvote

### [MyAlice](https://www.g2.com/products/myalice/reviews)

The all-in-one customer communication tool for socially active Shopify and WooCommerce brands. Social is the new e-commerce. Customers now treat your brand like a human and want to chat with you on multiple channels. So, we created the modern way to sell and support on support media with conversations. Unlock social commerce for your e-commerce brand in five easy steps to grow your business, build genuine customer relationships, and spend less time on closing orders. 1. Support and sell from one inbox Like you, we also hate switching between countless social apps, websites, and stores. So, manage all your social channels, live chat, and e-commerce orders from one shared inbox. 2. Manage your e-commerce orders View and search your inventory, create or update orders, share product images, view customer details — all without leaving your inbox. 3. Save time and resources on support Deploy no-code chatbots in minutes to save hours on support, auto-respond to common queries, and automate conversations in multiple languages. 4. Collaborate with your teammates Get a full-fledged ticketing tool to assign automatically, reassign members, create canned responses, add tags, and leave notes to support customers the shared way. 5. Take better decisions without even trying = Generate automatic reports on users, sales, agent efficiency, and customer ratings to take better decisions for your team. TLDR: MyAlice brings everything an e-commerce business needs — social media channels, live chat, chatbot, store inventory, payment gateway, a mobile app — all under one platform so that you can sell and support on the go. Anytime. Anywhere. Integrates with your WooCommerce or Shopify store, website, mobile app, and popular social channels like Facebook, Messenger, Instagram, WhatsApp, Viber, Telegram, and Line. Sign up for a free account today or get migration assistance to switch from Gorgias, Delightchat, Richpanel, eDesk, Freshdesk.

**Average Rating:** 4.5/5.0

**Total Reviews:** 28

#### How Do G2 Users Rate MyAlice?

- **Has the product been a good partner in doing business?:** 9.5/10 (Category avg: 9.1/10)
- **Lead Development:** 9.0/10 (Category avg: 8.5/10)
- **Customization :** 9.2/10 (Category avg: 8.5/10)
- **Co-Browsing:** 8.8/10 (Category avg: 8.1/10)

#### Who Is the Company Behind MyAlice?

- **Seller:** [Alice Labs Pte. Ltd.](https://www.g2.com/sellers/alice-labs-pte-ltd)
- **Year Founded:** 2021
- **HQ Location:** Dubai, AE
- **Twitter:** @myaliceai  
165 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=1011e3f1321c5c1c57b467ab3a15f9ac20f3e9ea918c5fd40fd63757b2b3d953&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fmyaliceai%2F&secure%5Burl_type%5D=linkedin_company_website)  
47 employees on LinkedIn®

#### Who Uses This Product?

- **Top Industries:** Retail
- **Company Size:** 100% Small

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

**["Since I've started using MyAlice, it has definitely saved me a lot of time"](https://www.g2.com/survey_responses/myalice-review-5431184)**

**Rating:** 4.5/5.0 stars

_— Emmanuel A._

[Read full review](https://www.g2.com/survey_responses/myalice-review-5431184)

**["Omnichannel support for mystore"](https://www.g2.com/survey_responses/myalice-review-5430718)**

**Rating:** 4.0/5.0 stars

_— Cluevest A._

[Read full review](https://www.g2.com/survey_responses/myalice-review-5430718)

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

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

### [Arena.im](https://www.g2.com/products/arena-im/reviews)

Arena is developing the next generation of live engagement tools powered by first party data, to build trusted, live audiences everywhere. Our solutions - Live Chat, Live Blog, CommerceAI) leverage the most popular features from social media to quickly create deep engagement on any platform you manage. Top industry leaders in news publishing and media trust Arena to bring their audiences together on the web, in apps, or at live events (or all three) to engage with content, community and commerce.

**Average Rating:** 4.6/5.0

**Total Reviews:** 22

#### How Do G2 Users Rate Arena.im?

- **Has the product been a good partner in doing business?:** 8.8/10 (Category avg: 9.1/10)
- **Lead Development:** 8.9/10 (Category avg: 8.5/10)
- **Customization :** 9.4/10 (Category avg: 8.5/10)
- **Co-Browsing:** 8.9/10 (Category avg: 8.1/10)

#### Who Is the Company Behind Arena.im?

- **Seller:** [Arena.im](https://www.g2.com/sellers/arena-im)
- **Year Founded:** 2018
- **HQ Location:** San Francisco, California
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=f5724ff2a9f1fbdb677934d3910b7f98d3b439f283bdc194a46861dd71a20ed3&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Farenaim%2F&secure%5Burl_type%5D=linkedin_company_website)  
111 employees on LinkedIn®

#### Who Uses This Product?

- **Company Size:** 64% Small, 27% Medium

#### What Are Recent G2 Reviews of Arena.im?

**["Driving traffic to our website for video curation"](https://www.g2.com/survey_responses/arena-im-review-5213028)**

**Rating:** 5.0/5.0 stars

_— John K._

[Read full review](https://www.g2.com/survey_responses/arena-im-review-5213028)

**["Arena Chat & Q&A Functions"](https://www.g2.com/survey_responses/arena-im-review-5281791)**

**Rating:** 4.0/5.0 stars

_— Kit Joy C._

[Read full review](https://www.g2.com/survey_responses/arena-im-review-5281791)

#### What Are G2 Users Discussing About Arena.im?

- [What is Arena.im used for?](https://www.g2.com/discussions/what-is-arena-im-used-for)

### [DemandHub](https://www.g2.com/products/demandhub/reviews)

DemandHub enables customer interactions that drive business results. We improve how you communicate with your customers and capture valuable feedback. This enables your team to make better decisions that drive business results and improve your customer experience.

**Average Rating:** 4.8/5.0

**Total Reviews:** 58

#### How Do G2 Users Rate DemandHub?

- **Has the product been a good partner in doing business?:** 9.7/10 (Category avg: 9.1/10)
- **Lead Development:** 10.0/10 (Category avg: 8.5/10)
- **Customization :** 8.3/10 (Category avg: 8.5/10)
- **Co-Browsing:** 2.5/10 (Category avg: 8.1/10)

#### Who Is the Company Behind DemandHub?

- **Seller:** [DemandHub](https://www.g2.com/sellers/demandhub)
- **HQ Location:** Mississauga, Ontario
- **Twitter:** @DemandHub
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=f43701f29f7cd95ab86731531b0157ba9f499412b9f4eafa24e53e34acf46e77&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fdemandhub%2F&secure%5Burl_type%5D=linkedin_company_website)  
20 employees on LinkedIn®

#### Who Uses This Product?

- **Top Industries:** Automotive, Hospital & Health Care
- **Company Size:** 95% Small, 3% Medium

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

_AI-generated summary from verified user reviews_

##### Pros

- Users appreciate the **responsive and efficient support** from DemandHub, resolving issues and saving time effectively.
- Users praise DemandHub for its **responsive and effective customer support** , resolving issues promptly and efficiently.
- Users appreciate the **ease of use** of DemandHub, finding it time-saving and user-friendly with helpful support options.
- Users appreciate the **quick responsiveness and effectiveness** of DemandHub, enhancing efficiency and saving valuable time.
- Users value the **efficiency** of DemandHub, as it resolves issues swiftly and automates tasks to save time.

##### Cons

- Users are disappointed by the lack of **Dark Mode** in DemandHub, which limits personalization and comfort during use.
- Users desire a **Dark Mode** feature in DemandHub to improve usability and reduce eye strain.

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

**["Effortless Google Review Integration with Rapid Support"](https://www.g2.com/survey_responses/demandhub-review-12404501)**

**Rating:** 5.0/5.0 stars

_— Marion M._

[Read full review](https://www.g2.com/survey_responses/demandhub-review-12404501)

**["Automation and Quick Responses Elevate Our Practice"](https://www.g2.com/survey_responses/demandhub-review-12310659)**

**Rating:** 4.5/5.0 stars

_— Doug P._

[Read full review](https://www.g2.com/survey_responses/demandhub-review-12310659)

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

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

### [tawk.to](https://www.g2.com/products/tawk-to/reviews)

tawk.to’s messaging and customer management software makes it easy for over six million people to communicate and transact with billions of customers. The most widely used chat application on the planet, tawk.to is ranked #1 with a 98% customer satisfaction score. Monitor and chat with customers in real time, follow up in a built-in ticketing and support center, and create a help center to empower customers to help themselves – all 100% Free. Plugins are available for popular CMS and eCommerce platforms such as WordPress, Wix, Squarespace and BigCommerce. tawk.to is easy to use across all devices and provides 24/7 live support.

**Average Rating:** 4.5/5.0

**Total Reviews:** 197

#### How Do G2 Users Rate tawk.to?

- **Has the product been a good partner in doing business?:** 8.9/10 (Category avg: 9.1/10)
- **Lead Development:** 8.4/10 (Category avg: 8.5/10)
- **Customization :** 8.5/10 (Category avg: 8.5/10)
- **Co-Browsing:** 8.3/10 (Category avg: 8.1/10)

#### Who Is the Company Behind tawk.to?

- **Seller:** [tawk.to](https://www.g2.com/sellers/tawk-to)
- **Year Founded:** 2012
- **HQ Location:** Las Vegas, NV
- **Twitter:** @tawktotawk  
5,658 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=aa83ab7af5e2275ad1a03e1534e4f094081e335a082675ff8ab2b5c3c3dc7b02&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F5611254%2F&secure%5Burl_type%5D=linkedin_company_website)  
137 employees on LinkedIn®

#### Who Uses This Product?

- **Who Uses This:** Owner
- **Top Industries:** Information Technology and Services, Computer Software
- **Company Size:** 73% Small, 24% Medium

#### What Do G2 Reviewers Say About tawk.to?

_AI-generated summary from verified user reviews_

##### Pros

- Users appreciate the **ease of use** of tawk.to, finding it simple to set up and manage confidently.
- Users find the **easy setup** of tawk.to straightforward, making integration and sharing with colleagues a breeze.
- Users love the **affordability** of tawk.to, finding it easy to use and valuable for their budget.
- Users appreciate the **ease of use and quick setup** of Tawk.to, making managing customer chats efficient.
- Users value the **simple integration and setup** of tawk.to, making it easy to use and share with others.

##### Cons

- Users experience **missed chat communications** and limited customization options, affecting their overall satisfaction with Tawk.to.
- Users note some **limitations in customization and reporting** that may hinder the overall live chat experience with Tawk.to.
- Users find Tawk.to offers **limited features** , making customization and advanced analytics less effective for their needs.
- Users note that Tawk.to can be **expensive** for advanced features, hindering full branding and customization options.
- Users find the **inadequate reporting** in Tawk.to limits their ability to analyze chat performance effectively.

#### What Are Recent G2 Reviews of tawk.to?

**["Interactive Interface with Helpful Automation and AI"](https://www.g2.com/survey_responses/tawk-to-review-12459044)**

**Rating:** 4.5/5.0 stars

_— Sushmeet S._

[Read full review](https://www.g2.com/survey_responses/tawk-to-review-12459044)

**["Great reliable Live Chat for Real-Time Customer Engagement"](https://www.g2.com/survey_responses/tawk-to-review-12698583)**

**Rating:** 5.0/5.0 stars

_— Bachchan J._

[Read full review](https://www.g2.com/survey_responses/tawk-to-review-12698583)

#### What Are G2 Users Discussing About tawk.to?

- [What is tawk.to used for?](https://www.g2.com/discussions/what-is-tawk-to-used-for) - 1 comment

### [Zowie](https://www.g2.com/products/zowie/reviews)

Zowie is the Customer AI platform, equipping enterprises with AI Agents that handle every customer interaction — replacing outdated clicks and forms with natural, human-like conversations. Today’s customers don’t want to navigate websites, search knowledge bases, or wait on hold. They want to say what they need — and get it done instantly. Zowie makes that possible. With Zowie AI Agents, brands unlock: - End-to-end automation of complex processes, not just basic FAQs - Flawless accuracy, following your business rules — no hallucinations - Seamless integration with your tech stack, from CRMs to fulfillment systems - Conversations that feel natural — powered by generative AI and guided by your data Built for mid-market and enterprise businesses, Zowie empowers leaders across customer service, operations, and IT to transform the way they serve customers — faster, smarter, and more cost-efficiently. The future of customer experience isn’t a better website. It’s a conversation. Zowie makes it happen.

**Average Rating:** 4.7/5.0

**Total Reviews:** 70

#### How Do G2 Users Rate Zowie?

- **Has the product been a good partner in doing business?:** 9.5/10 (Category avg: 9.1/10)
- **Lead Development:** 9.3/10 (Category avg: 8.5/10)
- **Customization :** 8.9/10 (Category avg: 8.5/10)
- **Co-Browsing:** 9.2/10 (Category avg: 8.1/10)

#### Who Is the Company Behind Zowie?

- **Seller:** [Zowie Inc.](https://www.g2.com/sellers/zowie-inc)
- **Year Founded:** 2019
- **HQ Location:** New York
- **Twitter:** @ZowieAI  
144 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=76677f75ee5e5e3559e6a8e32c4122ec2443982c7aa881fd347c59879ab35d54&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F18129228%2F&secure%5Burl_type%5D=linkedin_company_website)  
100 employees on LinkedIn®

#### Who Uses This Product?

- **Top Industries:** Retail, Consumer Services
- **Company Size:** 48% Small, 40% Medium

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

_AI-generated summary from verified user reviews_

##### Pros

- Users appreciate Zowie's **automated handling of inquiries** , enhancing efficiency and reducing agent workload significantly.
- Users praise the **intuitive and easy-to-use platform** of Zowie, making operations efficient and straightforward.
- Users value the **efficient and fast implementation** by Zowie, enhancing their e-commerce experience with ease.
- Users commend Zowie for its **efficient automation** , enabling quick and seamless integration tailored for e-commerce needs.
- Users value the **intuitive support** from the Zowie team, enhancing their experience with easy tool operation.

##### Cons

- Users find the **limited features** of Zowie, especially in reporting and integration, to be quite frustrating.
- Users find the **reporting module lacking** , especially regarding integration with BI tools and advanced reporting features.
- Users experience **language confusion** and occasional bugs with Zowie, which can lead to frustrating delays in resolutions.
- Users find the **complexity of the UI** challenging, especially when creating intricate workflows that appear messy.
- Users find the **analytics data less accessible** , desiring quicker, more useful feedback instead of digging for information.

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

**["Zowie is the easiest and most adjustable chat solution I've ever seen."](https://www.g2.com/survey_responses/zowie-review-9756941)**

**Rating:** 5.0/5.0 stars

_— Dawid T._

[Read full review](https://www.g2.com/survey_responses/zowie-review-9756941)

**["great bot solution for small and large organizations"](https://www.g2.com/survey_responses/zowie-review-9710346)**

**Rating:** 4.5/5.0 stars

_— Piotr P._

[Read full review](https://www.g2.com/survey_responses/zowie-review-9710346)

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

- [How do I know my Zowie DPI?](https://www.g2.com/discussions/how-do-i-know-my-zowie-dpi)
- [Why are Zowie mice so popular?](https://www.g2.com/discussions/why-are-zowie-mice-so-popular)
- [Are Zowie gaming mice good?](https://www.g2.com/discussions/are-zowie-gaming-mice-good) - 1 comment
- [Does Zowie have software?](https://www.g2.com/discussions/does-zowie-have-software)

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

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

**Average Rating:** 4.4/5.0

**Total Reviews:** 441

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

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

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

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

#### Who Uses This Product?

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

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

_AI-generated summary from verified user reviews_

##### Pros

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

##### Cons

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

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

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

**Rating:** 4.0/5.0 stars

_— Nello P._

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

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

**Rating:** 5.0/5.0 stars

_— Randy R._

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

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

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

### [Manago AI](https://www.g2.com/products/manago-ai/reviews)

Manago AI is a Customer Engagement Platform that helps marketers connect their data, understand every customer, communicate on every channel and drive results. Trusted by 2,000+ brands, Manago AI gives marketers the speed, clarity and confidence to move from idea to live campaign in minutes across email, SMS, WhatsApp and web. No technical resource required.

**Average Rating:** 4.4/5.0

**Total Reviews:** 300

#### How Do G2 Users Rate Manago AI?

- **Has the product been a good partner in doing business?:** 8.9/10 (Category avg: 9.1/10)
- **Lead Development:** 8.9/10 (Category avg: 8.5/10)
- **Customization :** 8.7/10 (Category avg: 8.5/10)
- **Co-Browsing:** 8.8/10 (Category avg: 8.1/10)

#### Who Is the Company Behind Manago AI?

- **Seller:** [Manago AI](https://www.g2.com/sellers/manago-ai)
- **Year Founded:** 2011
- **HQ Location:** Kraków, PL
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=8eb345398120d398ea4bb930e0425b463c76b02cc38f5653c365788bd66d2dc0&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F5134015%2F&secure%5Burl_type%5D=linkedin_company_website)  
347 employees on LinkedIn®

#### Who Uses This Product?

- **Who Uses This:** Marketing Automation Specialist, Marketing Specialist
- **Top Industries:** Marketing and Advertising, Retail
- **Company Size:** 56% Small, 36% Medium

#### What Do G2 Reviewers Say About Manago AI?

_AI-generated summary from verified user reviews_

##### Pros

- Users value the **flexibility and adaptability** of Manago AI, enabling customized solutions for their marketing automation needs.
- Users appreciate the **automation efficiency** of SALESmanago, enabling custom integrations and enhanced marketing capabilities seamlessly.
- Users commend the **excellent customer support** from SALESmanago, noting responsiveness and helpfulness throughout their partnership.
- Users commend the **advanced campaign automation and seamless Salesforce integration** , enhancing their marketing strategy effectively.
- Users appreciate the **intuitive email builder** in SALESmanago, greatly enhancing customer communication and automation efficiency.

##### Cons

- Users experience a **steep learning curve** with Manago AI, requiring time and effort to achieve optimal setup.
- Users find the **interface not intuitive** , making it challenging to navigate and utilize all features effectively.
- Users find some aspects of the platform to be **complex and user-unfriendly** , affecting overall usability and function access.
- Users find the **complexity** of Manago AI challenging, as not all functions are easily accessible or user-friendly.
- Users report **feature issues** including limited SMS integration and difficult navigation for less frequently used tools.

#### What Are Recent G2 Reviews of Manago AI?

**["Intuitive, Feature-Rich Newsletter Builder with Reliable Automations and Great Support"](https://www.g2.com/survey_responses/manago-ai-review-12970320)**

**Rating:** 4.0/5.0 stars

_— Paulina ._

[Read full review](https://www.g2.com/survey_responses/manago-ai-review-12970320)

**["A solid platform for marketing automation"](https://www.g2.com/survey_responses/manago-ai-review-13135615)**

**Rating:** 5.0/5.0 stars

_— Martyna K._

[Read full review](https://www.g2.com/survey_responses/manago-ai-review-13135615)

#### What Are G2 Users Discussing About Manago AI?

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

### [Plivo](https://www.g2.com/products/plivo/reviews)

Plivo is a voice-first AI agent platform designed to streamline multi-channel customer engagement through various communication methods, including phone calls, chat, WhatsApp, SMS, email, and Slack. This innovative solution caters to consumer-facing businesses that aim to enhance their customer interactions by utilizing conversational AI agents. These agents are capable of initiating, answering, assisting, and completing customer conversations, delivering interactions that mimic human-like, natural-sounding dialogue across both voice and messaging channels. The platform is particularly beneficial for businesses looking for efficient customer communications without the need for extensive technical expertise. With Vibe, Plivo’s no-code AI agent builder, users can create and deploy custom voice agents simply by providing straightforward instructions in English. This user-friendly approach eliminates the need for programming skills, making it accessible to a wider range of users, from small businesses to large enterprises. The combination of built-in enterprise-grade telephony, deep partnerships with leading Text-to-Speech (TTS), Speech-to-Text (STT), and Large Language Model (LLM) providers allow companies to design production-ready low-latency (\<500ms) voice AI agents at scale, with minimal operational overhead. The seamless integration with popular CRM and support tools further enhances its utility, allowing organisations to leverage existing systems and workflows. This capability is particularly valuable for companies seeking to maintain consistent customer experiences across multiple channels while ensuring that their AI agents can handle a variety of customer inquiries effectively. Plivo’s platform stands out for its vertically integrated Voice AI stack that unifies built-in telephony, speech recognition, synthesis, and reasoning layers in one low-latency system. This integration eliminates the complexity of stitching together multiple vendors, giving enterprises real-time responsiveness, carrier-grade reliability, and full control over voice quality. Combined with Plivo’s no-code Vibe builder and proven CPaaS infrastructure, businesses can move from prototype to production voice agent in minutes, not months. In addition to its AI agent capabilities, Plivo offers an enterprise-grade Communications Platform as a Service (CPaaS) suite. This suite includes essential tools such as SMS API, Voice API, WhatsApp API, Verify API, Number Masking, and SIP Trunking. These features provide enterprises with programmatic control over their voice and messaging infrastructure, enabling them to tailor communication strategies to their specific needs. By combining advanced AI technology with robust communication tools, Plivo equips businesses with the resources necessary to enhance customer engagement and drive operational efficiency.

**Average Rating:** 4.5/5.0

**Total Reviews:** 743

#### How Do G2 Users Rate Plivo?

- **Has the product been a good partner in doing business?:** 9.0/10 (Category avg: 9.1/10)
- **Customization :** 6.7/10 (Category avg: 8.5/10)

#### Who Is the Company Behind Plivo?

- **Seller:** [Plivo](https://www.g2.com/sellers/plivo-2880e029-89f5-4ba3-8133-8e791654a76e)
- **Year Founded:** 2011
- **HQ Location:** Austin, TX
- **Twitter:** @plivo  
12,543 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=3aeb5e00415164e56e6708cc6ea032c2a52d58673d747d8868e52c569caee347&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fplivo-inc%2F&secure%5Burl_type%5D=linkedin_company_website)  
198 employees on LinkedIn®

#### Who Uses This Product?

- **Who Uses This:** CEO, CTO
- **Top Industries:** Computer Software, Information Technology and Services
- **Company Size:** 78% Small, 17% Medium

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

_AI-generated summary from verified user reviews_

##### Pros

- Users find Plivo's **ease of use** impressive, making setup and API integration straightforward and accessible.
- Users highlight the **responsive customer support** from Plivo, providing effective assistance during critical moments.
- Users highlight the **affordable pricing and great support** from Plivo, making it easy to integrate and scale.
- Users appreciate the **affordable pricing** of Plivo, offering excellent value compared to competitors without sacrificing quality.
- Users appreciate the **high quality of Plivo's APIs** , enjoying seamless integration and reliable performance over six years.

##### Cons

- Users face **poor customer support** with unprofessional communication and minimal assistance in resolving critical issues.
- Users find Plivo to be **expensive** , with pricing inconsistent and potentially higher compared to competitors.
- Users feel that Plivo has **limited features** , lacking advanced tools and integrations compared to competitors.
- Users experience **messaging issues** with Plivo, including slow support and problems with SMS log retrieval.
- Users find the **interface un-intuitive** , complicating the overall experience and hindering effective use of the platform.

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

**["Super simple and satisfying"](https://www.g2.com/survey_responses/plivo-review-12040188)**

**Rating:** 4.5/5.0 stars

_— Majd K._

[Read full review](https://www.g2.com/survey_responses/plivo-review-12040188)

**["Quick, Responsive Support and Helpful Sub-Account Breakdowns"](https://www.g2.com/survey_responses/plivo-review-12879964)**

**Rating:** 4.5/5.0 stars

_— Verified User in Information Technology and Services_

[Read full review](https://www.g2.com/survey_responses/plivo-review-12879964)

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

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

### [Atlas Support](https://www.g2.com/products/atlas-support/reviews)

Atlas is an all-in-one customer support tool that helps you transform your customer support team from a cost center into an engine of product innovation. We bring together key information from across your customers’ journey into a single location so you can give faster, more effective responses and can analyze and learn from your customers’ holistic needs. Here's a glimpse of how you can 10X your customer support using Atlas: 👋&nbsp;Customer Timeline: View a customer's entire journey in a single, easy to follow, chronological timeline. 📹&nbsp;Session Recording: A video is worth a thousand words. Let your customers show you rather than tell you with session recording. 🤖 Chatbot: Guide your customers through their journey by creating helpful and engaging chatbot workflows for any experience. 💬&nbsp;Help Center: Cut your workload in half by giving your customers answers to their most common questions through a self-serve help center. 📬&nbsp;Omnichannel: Chat, Email, SMS, Whatsapp, Slack: Talk to your customers where they already are from one simple, unified interface. 📊 Reports: Track the quality of your customer support through easy to read charts sent directly to your inbox. ⌨️ Keyboard First: Take any action and navigate throughout the app with just a few keystrokes.

**Average Rating:** 4.9/5.0

**Total Reviews:** 23

#### How Do G2 Users Rate Atlas Support?

- **Has the product been a good partner in doing business?:** 9.8/10 (Category avg: 9.1/10)
- **Lead Development:** 9.3/10 (Category avg: 8.5/10)
- **Customization :** 8.5/10 (Category avg: 8.5/10)
- **Co-Browsing:** 9.7/10 (Category avg: 8.1/10)

#### Who Is the Company Behind Atlas Support?

- **Seller:** [Atlas Support Inc](https://www.g2.com/sellers/atlas-support-inc)
- **Year Founded:** 2021
- **HQ Location:** Pleasanton, US
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=1a0d25769830f7f662c3dc671f7e16ec4bc551ad739324df9894f2e37f79f5ae&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fatlas-support-inc&secure%5Burl_type%5D=linkedin_company_website)  
22 employees on LinkedIn®

#### Who Uses This Product?

- **Top Industries:** Computer Software, Financial Services
- **Company Size:** 87% Small, 13% Medium

#### What Do G2 Reviewers Say About Atlas Support?

_AI-generated summary from verified user reviews_

##### Pros

- Users commend the **helpful support team** of Atlas Support for their responsiveness and tailored solutions, enhancing user experience.
- Users praise the **fast and responsive support team** of Atlas Support, ensuring a smooth and effective experience.
- Users praise the **ease of use** of Atlas Support, finding it intuitive and supportive for seamless customer interactions.
- Users value the **customizability** of Atlas Support, enabling tailored solutions that meet specific organizational needs.
- Users love the **intuitive interface** of Atlas Support, which simplifies navigation and enhances the overall user experience.

##### Cons

- Users suggest that improved **reporting capabilities** would enhance Atlas Support by offering deeper insights and custom analytics.
- Users find the **difficult implementation** process challenging initially, but successful setup leads to positive experiences.
- Users experience some **integration issues** with Atlas Support, requiring assistance during setup but overall enjoying the results.
- Users dislike the **ticketing issues** where Atlas creates new tickets for email replies, though it's not a major problem.
- Users find the **automatic ticket creation from email replies** inconvenient, though it’s not a major issue.

#### What Are Recent G2 Reviews of Atlas Support?

**["Efficient, User-Friendly, and Backed by a Great Support Team"](https://www.g2.com/survey_responses/atlas-support-review-10860948)**

**Rating:** 4.0/5.0 stars

_— Damian T._

[Read full review](https://www.g2.com/survey_responses/atlas-support-review-10860948)

**["A Game-Changer for Our Team!"](https://www.g2.com/survey_responses/atlas-support-review-10580532)**

**Rating:** 5.0/5.0 stars

_— Eurish N._

[Read full review](https://www.g2.com/survey_responses/atlas-support-review-10580532)

### [EnableX](https://www.g2.com/products/enablex-programmable-cloud/reviews)

EnableX Programmable Cloud, a leader in omnichannel communications, enables brands to create meaningful customer engagement at scale—without the complexity of telecom infrastructure. Our carrier-grade platform seamlessly integrates voice, video, and text messaging into web, desktop, and mobile applications through developer-friendly APIs and SDKs, ensuring effortless connectivity across channels and platforms, including SMS, WhatsApp, RCS, Instagram, and Facebook Messenger. Beyond traditional communications, EnableX enhances customer interactions with AI-powered solutions like FaceAI which offers real-time facial and emotion recognition, and Text-to-Speech (TTS) for natural, emotion-aware customer interactions. These advanced capabilities drive intelligent automation, personalised engagement, and richer conversational experiences. Trusted by telecom operators, enterprises, service providers, and system integrators worldwide, EnableX offers transparent pricing, flexible deployment options (public, private, or on-premise), and white-label solutions that provide businesses with full control over their communication infrastructure. With EnableX, businesses can focus on what matters most: delivering seamless, intelligent, and engaging customer interactions with ease and efficiency.

**Average Rating:** 4.6/5.0

**Total Reviews:** 169

#### How Do G2 Users Rate EnableX?

- **Has the product been a good partner in doing business?:** 9.2/10 (Category avg: 9.1/10)
- **Lead Development:** 8.3/10 (Category avg: 8.5/10)
- **Customization :** 9.6/10 (Category avg: 8.5/10)
- **Co-Browsing:** 7.8/10 (Category avg: 8.1/10)

#### Who Is the Company Behind EnableX?

- **Seller:** [VCLOUDX](https://www.g2.com/sellers/vcloudx)
- **Year Founded:** 2017
- **HQ Location:** Singapore
- **Twitter:** @EnablexIo  
108 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=b009c518184fe87a925834eb1df96d20d1886e2e3820d385178f307a2e0dca1c&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F18241218%2F&secure%5Burl_type%5D=linkedin_company_website)  
43 employees on LinkedIn®

#### Who Uses This Product?

- **Top Industries:** Information Technology and Services, Computer Software
- **Company Size:** 52% Small, 31% Medium

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

_AI-generated summary from verified user reviews_

##### Pros

- Users appreciate the **ease of use** of EnableX, enabling quick development and deployment of applications effortlessly.
- Users appreciate the **easy integration** of EnableX, making it simple to perform all video integration needs.
- Users appreciate the **easy API integrations** of EnableX, enjoying seamless functionality with minimal coding required.
- Users commend the **high video quality** of EnableX, appreciating its fast and easy-to-use communication features.
- Users appreciate the **easy setup** of EnableX, allowing quick integration and deployment of applications within hours.

##### Cons

- Users find the **poor documentation** of EnableX frustrating, wishing for clearer guidance and structured examples for better implementation.
- Users highlight the **limited features** of EnableX, noting missing integrations and essential functionalities like chat.
- Users find the **limited customization** options in EnableX restrictive, affecting their ability to tailor solutions effectively.
- Users experience **audio issues** during low network conditions, affecting the overall quality and performance of EnableX.
- Users feel the lack of **missing features** like background effects and chat options limits EnableX's functionality.

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

**["This is a very best Video call app for corporates meetings and webinar"](https://www.g2.com/survey_responses/enablex-review-9978410)**

**Rating:** 4.5/5.0 stars

_— Ashish S._

[Read full review](https://www.g2.com/survey_responses/enablex-review-9978410)

**["EnableX Voice API features"](https://www.g2.com/survey_responses/enablex-review-10316535)**

**Rating:** 5.0/5.0 stars

_— Nishant C._

[Read full review](https://www.g2.com/survey_responses/enablex-review-10316535)

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

- [What advice would you give to others considering EnableX for video conferencing and communication solutions?](https://www.g2.com/discussions/what-advice-would-you-give-to-others-considering-enablex-for-video-conferencing-and-communication-solutions)
- [What is EnableX Communication APIs used for?](https://www.g2.com/discussions/what-is-enablex-communication-apis-used-for)
- [What is EnableX Video Meeting used for?](https://www.g2.com/discussions/what-is-enablex-video-meeting-used-for)

### [Twixor](https://www.g2.com/products/twixor/reviews)

Twixor is a cutting-edge customer experience (CX) platform that leverages Generative AI and Natural Language Processing (NLP) to create dynamic customer journeys across various messaging channels. Designed for businesses seeking to enhance their customer interactions, Twixor integrates Digital Assistants with Intelligent Process Automation, enabling personalized and goal-oriented engagements. This innovative platform transcends traditional scripted responses, offering empathetic and tailored recommendations that significantly improve customer satisfaction in marketing, business transactions, and support operations. Targeted at a diverse range of industries, Twixor is particularly beneficial for organizations looking to streamline their customer engagement processes. Its low-code/no-code approach makes it accessible for businesses of all sizes, from startups to Fortune 500 companies. With over 400 clients globally and managing more than one billion interactions each quarter, Twixor has established itself as a trusted solution in the market. The platform is recognized for its ability to enhance brand engagement, reduce operational costs, and improve conversation rates, making it a valuable asset for businesses aiming to optimize their customer experience. Key features of Twixor include a user-friendly drag-and-drop Journey Builder Studio, an AI and NLP-powered conversational engine, and the ability to deploy both Live and Virtual Agents. Additionally, the platform supports Smart Campaign Management and offers omnichannel capabilities in 120 languages, ensuring that businesses can connect with their customers in a way that suits their preferences. The AI-driven Analytical Dashboard provides valuable insights into customer interactions, allowing businesses to refine their strategies and improve overall engagement. Twixor's transformative benefits are evident in its proven success metrics, including a conversation rate increase of over 25%, a reduction in operating costs by 15-25%, and an impressive 80% boost in brand engagement. Recognized as the Best Customer Experience Platform in Retail and Ecommerce in India, Twixor has also gained traction as an emerging Conversational AI Vendor in the MEA region. Its partnerships with major banking platforms and CPaaS players further underscore its credibility and effectiveness in delivering white-labeled solutions. By empowering businesses to craft dynamic customer journeys, Twixor stands out in the competitive landscape of customer experience platforms. Its focus on personalized interactions and intelligent automation positions it as a leader in enhancing customer engagement, making it an essential tool for organizations looking to elevate their customer experience strategy.

**Average Rating:** 4.8/5.0

**Total Reviews:** 78

#### How Do G2 Users Rate Twixor?

- **Has the product been a good partner in doing business?:** 9.5/10 (Category avg: 9.1/10)
- **Lead Development:** 9.3/10 (Category avg: 8.5/10)
- **Customization :** 9.6/10 (Category avg: 8.5/10)
- **Co-Browsing:** 8.4/10 (Category avg: 8.1/10)

#### Who Is the Company Behind Twixor?

- **Seller:** [Twixor](https://www.g2.com/sellers/twixor)
- **Year Founded:** 2019
- **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=d2244ac6dff87407ef881fe401d796051662fc04bc92b2ee892c2c59cfb6ce6e&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Ftwixor%2F&secure%5Burl_type%5D=linkedin_company_website)  
111 employees on LinkedIn®

#### Who Uses This Product?

- **Who Uses This:** Conference Producer
- **Top Industries:** Computer Software, Information Technology and Services
- **Company Size:** 47% Small, 41% Medium

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

_AI-generated summary from verified user reviews_

##### Pros

- Users value the **ease of use** of Twixor, appreciating its intuitive setup and streamlined communication features.
- Users appreciate the **analytics dashboard** of Twixor for its convenience in tracking comprehensive data in one place.
- Users value the **automation capabilities** of Twixor, praising its efficiency in managing customer interactions effortlessly.
- Users appreciate the **efficiency** of Twixor, enabling faster responses and streamlined processes through AI automation.
- Users value Twixor's **AI capabilities** , enabling easy bot creation and enhancing client communication through personalized interactions.

##### Cons

- Users find the **learning curve challenging** , requiring time to master automation features and complex configurations.
- Users note a **steep learning curve** with Twixor, requiring extra training and time to effectively utilize its features.
- Users find **limited customization** options with Twixor, making complex tasks feel cumbersome and less efficient.
- Users find that the **difficult learning curve** of Twixor requires better documentation and onboarding support for smoother adoption.
- Users find Twixor's **complex onboarding process** time-consuming and challenging, requiring additional training for effective use.

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

**["Easy Visual Bot Builder with Stable Performance and Useful Analytics"](https://www.g2.com/survey_responses/twixor-review-12271821)**

**Rating:** 4.5/5.0 stars

_— Mahmoud H._

[Read full review](https://www.g2.com/survey_responses/twixor-review-12271821)

**["Smart automation that cuts down ticket volumes fast"](https://www.g2.com/survey_responses/twixor-review-12956013)**

**Rating:** 5.0/5.0 stars

_— Abhishek kumar s._

[Read full review](https://www.g2.com/survey_responses/twixor-review-12956013)

### [Freshchat](https://www.g2.com/products/freshworks-freshchat/reviews)

Freshchat (a product of Freshworks Inc.) is a conversational engagement solution that helps businesses engage with customers across multiple channels such as web chat, email, phone, and social channels like WhatsApp, Instagram, and iMessage. Freshchat also offers native AI-powered chatbots that can be easily built with a no-code builder, which helps businesses provide personalized self-service at scale. With Freshchat's journey builder and ready-made playbooks, businesses can stay ahead of their customer's needs and support them proactively whenever necessary. Freshchat also provides a comprehensive view of the customer's conversation history and other relevant information, making agents more productive and enabling them to provide personalized experiences.

**Average Rating:** 4.4/5.0

**Total Reviews:** 468

#### How Do G2 Users Rate Freshchat?

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

#### Who Is the Company Behind Freshchat?

- **Seller:** [Freshworks](https://www.g2.com/sellers/freshworks)
- **Year Founded:** 2010
- **HQ Location:** San Mateo, CA
- **Twitter:** @FreshworksInc  
19,020 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=5f531480627d021846a1bab97814f28776888079b40b7e07b52045e7d1e35c99&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Ffreshworks-inc%2F&secure%5Burl_type%5D=linkedin_company_website)  
7,505 employees on LinkedIn®
- **Ownership:** NASDAQ: FRSH

#### Who Uses This Product?

- **Who Uses This:** Founder
- **Top Industries:** Computer Software, Information Technology and Services
- **Company Size:** 59% Small, 36% Medium

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

_AI-generated summary from verified user reviews_

##### Pros

- Users find Freshchat's **ease of use** remarkable, allowing quick automation setups and seamless customer interactions.
- Users appreciate the **convenience of multiple channels** in Freshchat, enhancing customer support efficiency and personalization.
- Users appreciate the **user-friendly interface and features** of FreshChat for efficient customer support management.
- Users appreciate the **ease of Automations** in Freshchat, enabling quick resolutions and customizable user interactions.
- Users value the **seamless integrations** of Freshchat, streamlining customer support across multiple channels effortlessly.

##### Cons

- Users find that Freshchat's **AI limitations** hinder advanced automation and complex routing compared to competitors.
- Users experience **chatbot issues** with Freddy AI, citing limited automation and understanding affecting overall efficiency.
- Users experience **chat issues** with confusing dashboards, missed notifications, and limited message editing options.
- Users find the **learning curve steep** due to tricky custom reports and complex chatbot setup.
- Users find Freshchat's **limited AI capabilities** inadequate for nuanced automation and complex routing compared to competitors.

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

**["Fresh Experience with Intuitive Agent Builder"](https://www.g2.com/survey_responses/freshchat-review-12923561)**

**Rating:** 4.5/5.0 stars

_— Akshat K._

[Read full review](https://www.g2.com/survey_responses/freshchat-review-12923561)

**["Streamlined Chat Management with Robust Features"](https://www.g2.com/survey_responses/freshchat-review-12657839)**

**Rating:** 4.0/5.0 stars

_— Mandip P._

[Read full review](https://www.g2.com/survey_responses/freshchat-review-12657839)

### [Customerly](https://www.g2.com/products/customerly/reviews)

Customerly is the AI customer support platform built around Aura — an autonomous AI agent that resolves and act on 81% of live chat, Whatsapp and email conversations end-to-end at a 4.3 CSAT, grounded in your own help center and product data so the answers are actually right.

**Average Rating:** 4.4/5.0

**Total Reviews:** 38

#### How Do G2 Users Rate Customerly?

- **Has the product been a good partner in doing business?:** 9.3/10 (Category avg: 9.1/10)
- **Lead Development:** 8.3/10 (Category avg: 8.5/10)
- **Customization :** 7.9/10 (Category avg: 8.5/10)
- **Co-Browsing:** 8.3/10 (Category avg: 8.1/10)

#### Who Is the Company Behind Customerly?

- **Seller:** [Customerly](https://www.g2.com/sellers/customerly)
- **Company Website:** www.customerly.io
- **Year Founded:** 2017
- **HQ Location:** Dublin, IE
- **Twitter:** @customerlyio  
162 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=00ff5c866a309c40ca63461fcc23e7514d27dcb1fc11b398c4c05d3cf92a8e6e&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F10980230%2F&secure%5Burl_type%5D=linkedin_company_website)  
11 employees on LinkedIn®

#### Who Uses This Product?

- **Top Industries:** Computer Software, Information Technology and Services
- **Company Size:** 74% Small, 24% Medium

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

_AI-generated summary from verified user reviews_

##### Pros

- Users appreciate the **quick and helpful customer support** of Customerly, enhancing their overall experience and satisfaction.
- Users value the **efficient automation and user-friendly interface** of Customerly, greatly improving their support management experience.
- Users enjoy the **efficient automation** features of Customerly, significantly improving response times and team collaboration.
- Users praise the **helpful support team** of Customerly, ensuring smooth operations and quick problem-solving for businesses.
- Users highlight the **quick setup** of Customerly, making it easy to customize for their business needs.

##### Cons

- Users express concerns over **pricey plans** and limited integrations, which detracts from the overall value of Customerly.
- Users find Customerly's **cost limitations** challenging due to pricey plans and limited integrations impacting effectiveness.
- Users find the **pricing of Customerly expensive** with limited integrations and occasional bugs affecting experience.
- Users find the **AI limitations** frustrating, preferring human assistance over automated responses for user help.
- Users are frustrated by **persistent bugs** including notification issues and slow response times for support queries.

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

**["It changed our way to support clients"](https://www.g2.com/survey_responses/customerly-review-10827020)**

**Rating:** 4.5/5.0 stars

_— Alberto C._

[Read full review](https://www.g2.com/survey_responses/customerly-review-10827020)

**["Agile, intuitive solution with impeccable customer service"](https://www.g2.com/survey_responses/customerly-review-10847842)**

**Rating:** 5.0/5.0 stars

_— Francisco D._

[Read full review](https://www.g2.com/survey_responses/customerly-review-10847842)

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

- [What is Customerly used for?](https://www.g2.com/discussions/what-is-customerly-used-for) - 1 comment

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

Pure Chat helps small and mid-sized organizations engage their website visitors with our live chat software. Use Pure Chat throughout the entire customer journey to share information with visitors, nurture leads, provide support, and deliver exceptional customer service to improve sales and satisfaction. Just looking to add live chat software to your website? We’ve got you covered with our 100% Free plan. You'll get unlimited users/operators and unlimited chats on up to 3 websites -- for FREE. If you're looking for a more powerful and integrated solution, sign up for our Pro plan to get access to visitor analytics, unlimited contacts, trigger-based notifications and much more. Get started for free today!

**Average Rating:** 4.4/5.0

**Total Reviews:** 205

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

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

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

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

#### Who Uses This Product?

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

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

_AI-generated summary from verified user reviews_

##### Pros

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

##### Cons

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

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

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

**Rating:** 5.0/5.0 stars

_— Verified User in Retail_

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

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

**Rating:** 4.5/5.0 stars

_— Verified User in Information Technology and Services_

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

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

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

- [&lsaquo; Prev‹ Prev](/categories/live-chat/small-business?order=g2_score&page=6&selected_view=grid#product-list)
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Spotlight Categories

[Product Information Management (PIM) Systems](https://www.g2.com/categories/product-information-management-pim)

[Audit Management Software Solutions](https://www.g2.com/categories/audit-management)

[Procure to Pay Software](https://www.g2.com/categories/procure-to-pay)

[Project Management Software](https://www.g2.com/categories/project-management)

[Purchasing Software](https://www.g2.com/categories/purchasing-software)

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.&nbsp;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.&nbsp;

**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?&nbsp;
- Will it be used for customer service or technical support?&nbsp;
- 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.