# Best Live Chat Software - Page 21 ## 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=574&focus%5B%5D=5494&focus%5B%5D=90225&focus%5B%5D=3270&focus%5B%5D=2743&focus%5B%5D=1281845&focus%5B%5D=10366&focus%5B%5D=61400) Highlighted products: Zendesk for Customer Service, Agentforce Service (formerly Salesforce Service Cloud), Qualified, Fin, Zoho Desk, WhatsApp Business Platform, Podium, and Tidio. Underlying data: [Grid® JSON](https://www.g2.com/categories/live-chat/grids.json?focus%5B%5D=zendesk-for-customer-service&focus%5B%5D=agentforce-service-formerly-salesforce-service-cloud&focus%5B%5D=qualified&focus%5B%5D=fin&focus%5B%5D=zoho-desk&focus%5B%5D=whatsapp-business-platform&focus%5B%5D=podium&focus%5B%5D=tidio) **Sponsored** ### Fin Fin is a single Customer Agent that can take on different roles, depending on what the conversation needs. Fin can handle sales, service, and more - all as part of one continuous experience for the customer. Key benefits of Fin AI Agent: - Automates complex tasks such as refunds, transaction disputes, and technical troubleshooting. - Easy to configure with a no-code experience that anyone on your team can manage. - Works with any helpdesk, including Salesforce, HubSpot, and Freshdesk – no migration required. - Affordable at scale with pricing starting at just $0.99 per outcome. - Provides complete visibility and control through tools to analyze, train, test, and deploy Fin across all channels. - Engages buyers as they explore your site, providing instant, relevant answers when intent is highest. - Moves prospects closer to a decision, answering questions about pricing and features, addressing objections, and matching solutions to their needs. - Closes opportunities by guiding qualified buyers to the right next step – booking meetings, starting trials, or handing off to sales with full context. How it works: Fin combines generative AI with deterministic rules to act just like your best human agents. You can give Fin detailed, step-by-step instructions, and it will follow them with speed and reliability – reducing time to resolution and improving customer satisfaction. Under the hood, Fin is powered by Fin APEX 1.0, the highest-performing, fastest model for customer service. Every layer is optimized for accuracy, speed, and reliability, so Fin can handle high volumes and complex queries with confidence. Proof of performance: - Fin resolves 67% of customer queries on average, with rates as high as 93% for some teams. - Trusted by 6,000+ customer service teams, including the world’s leading AI companies like Anthropic. - In independent tests, Fin consistently outperformed competitors, delivering higher resolution rates than Forethought, Decagon, and others. Ranked #1 AI Agent on G2, with the highest number of reviews. [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=2026-08-02T19%3A03%3A12Z&secure%5Bdisplayable_resource_id%5D=191&secure%5Bdisplayable_resource_type%5D=Category&secure%5Bmedium%5D=sponsored&secure%5Bplacement_reason%5D=page_category&secure%5Bplacement_resource_ids%5D%5B%5D=191&secure%5Bprioritized%5D=false&secure%5Bproduct_id%5D=3270&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%3FhsLang%3Den%26page%3D21&secure%5Btoken%5D=edac9b01f10a85247615603c8ee78627f17c0c9e32a07539665eab949321f5ae&secure%5Burl%5D=https%3A%2F%2Fwww.fin.ai%2Fdrlp%2Fai-agent&secure%5Burl_type%5D=custom_url) ### [Complete Inbox](https://www.g2.com/products/complete-inbox/reviews) Complete Inbox is a software solution which provides easier communication between a company and its customers using all-inclusive inbox for agents and automated ChatBot for consumers. 24/7 Customer Support - Maintain a high level of service with 100% response rate. Productivity - Enhance employee productivity and handle tasks with ease. Minimise costs Use your resources wisely and efficiently. Engagement Increase customer loyalty and trust. **Average Rating:** 4.0/5.0 **Total Reviews:** 1 #### Who Is the Company Behind Complete Inbox? - **Seller:** [Data Complete](https://www.g2.com/sellers/data-complete) - **HQ Location:** N/A - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=7fce972af501e2e6d8e8ff1c6e9a5d7d62e22574e82de73a17eae0990972633d&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Ffirebird-group%2F&secure%5Burl_type%5D=linkedin_company_website) 1 employees on LinkedIn® #### Who Uses This Product? - **Company Size:** 100% Medium #### What Are Recent G2 Reviews of Complete Inbox? **["Customer InteractionTool"](https://www.g2.com/survey_responses/complete-inbox-review-8837424)** **Rating:** 4.0/5.0 stars _— Mukesh S._ [Read full review](https://www.g2.com/survey_responses/complete-inbox-review-8837424) ### [Customer Support](https://www.g2.com/products/cue-customer-support/reviews) One platform for customer conversations. Create omni-channel customer experiences with chatbots, live chat and broadcasts. **Average Rating:** 5.0/5.0 **Total Reviews:** 1 #### How Do G2 Users Rate Customer Support? - **Lead Development:** 10.0/10 (Category avg: 8.5/10) - **Customization :** 10.0/10 (Category avg: 8.5/10) - **Co-Browsing:** 10.0/10 (Category avg: 8.1/10) #### Who Is the Company Behind Customer Support? - **Seller:** [Cue](https://www.g2.com/sellers/cue-0a11bdaf-e347-4bda-9114-f6e3c5bda905) - **Year Founded:** 2019 - **HQ Location:** Atlanta, US - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=d119b2dc048fff1a1bfe6175618d538f7064d628e0b875d9befd7d71f7bf9199&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fitscue&secure%5Burl_type%5D=linkedin_company_website) 3 employees on LinkedIn® #### Who Uses This Product? - **Company Size:** 100% Small #### What Do G2 Reviewers Say About Customer Support? _AI-generated summary from verified user reviews_ ##### Cons - Users are frustrated with the **long wait times** when trying to connect with customer support agents. #### What Are Recent G2 Reviews of Customer Support? **["Reliable and Responsive Customer Support Experience"](https://www.g2.com/survey_responses/customer-support-review-10874919)** **Rating:** 5.0/5.0 stars _— Himanshu J._ [Read full review](https://www.g2.com/survey_responses/customer-support-review-10874919) **["TE"](https://www.g2.com/survey_responses/customer-support-review-10448741)** **Rating:** 4.5/5.0 stars _— neha m._ [Read full review](https://www.g2.com/survey_responses/customer-support-review-10448741) ### [Deepser](https://www.g2.com/products/deepser/reviews) Deepser is a modern ITSM software with an interactive web interface. It allows you to manage all services in a single platform and organize support requests, improving customer satisfaction and optimizing the use of company resources. Deepser is modular and scalable: Ticketing, CMDB, ITAM, CRM etc. It allows a rapid implementation and various integrations. Available Cloud and On Premise. All features are included in the low cost of the license: It is convenient and tailored to your needs. **Average Rating:** 5.0/5.0 **Total Reviews:** 1 #### Who Is the Company Behind Deepser? - **Seller:** [Deepser srl](https://www.g2.com/sellers/deepser-srl) - **HQ Location:** Schio, IT - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=a669430a40a5ee0bcdbd29db4aa9bbe31e8ce21dcb3e6815e1de0c37d412488c&secure%5Burl%5D=http%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fdeepser&secure%5Burl_type%5D=linkedin_company_website) 12 employees on LinkedIn® #### What Are Recent G2 Reviews of Deepser? **["All I need in a single platform"](https://www.g2.com/survey_responses/deepser-review-4617212)** **Rating:** 5.0/5.0 stars _— Anna R._ [Read full review](https://www.g2.com/survey_responses/deepser-review-4617212) #### What Are G2 Users Discussing About Deepser? - [What is Deepser used for?](https://www.g2.com/discussions/what-is-deepser-used-for) ### [DelightChat](https://www.g2.com/products/delightchat/reviews) Grow your Shopify store with delightful customer service. Manage all your customer conversations from all channels on a single screen. **Average Rating:** 4.8/5.0 **Total Reviews:** 2 #### How Do G2 Users Rate DelightChat? - **Has the product been a good partner in doing business?:** 8.3/10 (Category avg: 9.1/10) - **Lead Development:** 6.7/10 (Category avg: 8.5/10) - **Customization :** 0.0/10 (Category avg: 8.5/10) - **Co-Browsing:** 0.0/10 (Category avg: 8.1/10) #### Who Is the Company Behind DelightChat? - **Seller:** [DelightChat](https://www.g2.com/sellers/delightchat) - **Year Founded:** 2020 - **HQ Location:** Arden, US - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=2513535a4935eb804427f1771e7496d9696ef17b6c05bc3c96ae25c917df4914&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fdelightchat&secure%5Burl_type%5D=linkedin_company_website) 13 employees on LinkedIn® #### Who Uses This Product? - **Company Size:** 100% Medium #### What Do G2 Reviewers Say About DelightChat? _AI-generated summary from verified user reviews_ ##### Pros - Users praise the **excellent customer support** of DelightChat, noting the responsiveness and helpfulness of the team. - Users find DelightChat's **ease of use** valuable for quick setup and seamless integration, enhancing customer support. - Users find **time-saving benefits** in DelightChat, with efficient automation and quick setup significantly reducing workload. - Users find **WhatsApp automation** helpful for sending order details, significantly reducing workload and enhancing customer support. - Users find the **WhatsApp automation** feature helpful for sending order details, reducing workload significantly. ##### Cons - Users find the **complex setup** and pricing of DelightChat quite challenging and frustrating for new implementation. - Users find the **difficult setup** and pricing of DelightChat to be a major obstacle in getting started. - Users find the **pricing and initial setup challenging** , complicating their overall experience with DelightChat. - Users find **integration issues** with DelightChat, particularly the need for more channels and ticketing tool compatibility. - Users find **pricing issues** and the initial setup of DelightChat to be quite challenging and complicated. #### What Are Recent G2 Reviews of DelightChat? **["Overall Meta Monitor"](https://www.g2.com/survey_responses/delightchat-review-10620462)** **Rating:** 4.5/5.0 stars _— Karthikeyan D._ [Read full review](https://www.g2.com/survey_responses/delightchat-review-10620462) **["WhatsApp Automation Makes Sending Order Details Effortless"](https://www.g2.com/survey_responses/delightchat-review-12237865)** **Rating:** 5.0/5.0 stars _— Vallinayagam G._ [Read full review](https://www.g2.com/survey_responses/delightchat-review-12237865) ### [Dialogview](https://www.g2.com/products/dialogview/reviews) Dialogview is a Smart Contact Centre Solution that can enhance a corporates communication experience. **Average Rating:** 5.0/5.0 **Total Reviews:** 1 #### How Do G2 Users Rate Dialogview? - **Lead Development:** 8.3/10 (Category avg: 8.5/10) - **Customization :** 10.0/10 (Category avg: 8.5/10) - **Co-Browsing:** 8.3/10 (Category avg: 8.1/10) #### Who Is the Company Behind Dialogview? - **Seller:** [Dialogview](https://www.g2.com/sellers/dialogview) - **HQ Location:** N/A - **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? - **Company Size:** 100% Small #### What Are Recent G2 Reviews of Dialogview? **["Smart Contact Center Solution"](https://www.g2.com/survey_responses/dialogview-review-8219902)** **Rating:** 5.0/5.0 stars _— David J._ [Read full review](https://www.g2.com/survey_responses/dialogview-review-8219902) ### [DigitalCX](https://www.g2.com/products/digitalcx/reviews) DigitalCX is an AI driven conversation platform that helps businesses to engage with their customers – solve problems, answer questions and complete transactions to get their job done! As a result, businesses increase customer satisfaction, decrease call volume and improve conversion rate. Combines machine learning with business rules for the most optimum results. Platform is easy to use and maintain without a single line of code, comes with dashboards out of the box and supports 30 different languages. **Average Rating:** 5.0/5.0 **Total Reviews:** 1 #### Who Is the Company Behind DigitalCX? - **Seller:** [CX Company](https://www.g2.com/sellers/cx-company) - **HQ Location:** Rotterdam, NL - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=f6d5c9fd4a9d2ba299792f13f8e82000933ee089d2ed2b62db0c99a5b382f332&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fcxcompany&secure%5Burl_type%5D=linkedin_company_website) 18 employees on LinkedIn® #### Who Uses This Product? - **Company Size:** 100% Large #### What Are Recent G2 Reviews of DigitalCX? **["Conversational AI for marketers"](https://www.g2.com/survey_responses/digitalcx-review-5278465)** **Rating:** 5.0/5.0 stars _— Verified User in Insurance_ [Read full review](https://www.g2.com/survey_responses/digitalcx-review-5278465) #### What Are G2 Users Discussing About DigitalCX? - [What is DigitalCX used for?](https://www.g2.com/discussions/what-is-digitalcx-used-for) ### [EnableX Dialogs Cloud](https://www.g2.com/products/enablex-dialogs-cloud/reviews) EnableX Dialogs Cloud is a next-generation Conversational AI platform that transforms customer engagement with intelligent, personalised, and dynamic omnichannel interactions. Seamlessly integrating AI-powered Chatbots, Voicebots, Live Agent support, and AI Agent Assist, our platform enables businesses to deliver tailored experiences across websites, apps, and popular messaging and social channels, including WhatsApp, Instagram, and Facebook Messenger. Powered by Large Language Models and advanced AI, it delivers human-like, generative responses that foster meaningful connections.  At the core of Dialogs Cloud is the perfect synergy between AI bots and human expertise. Our comprehensive suite of solutions ensures businesses can engage customers seamlessly at every stage of their journey. AI-driven bots efficiently handle routine inquiries, while complex issues are smoothly handed over to live agents via voice or video calls with full conversational context. AI Agent Assist further enhances interactions by providing agents with real-time insights and suggested responses, enabling them to offer high-impact, empathetic support. With EnableX Dialogs Cloud, businesses can elevate customer interactions by making them smarter, more efficient, and more engaging at every touchpoint. **Average Rating:** 4.8/5.0 **Total Reviews:** 2 #### Who Is the Company Behind EnableX Dialogs Cloud? - **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? - **Company Size:** 75% Small, 25% Large #### What Do G2 Reviewers Say About EnableX Dialogs Cloud? _AI-generated summary from verified user reviews_ ##### Pros - Users find the **ease of use** of EnableX Dialogs Cloud invaluable, allowing chatbot design without coding knowledge. - Users appreciate the **easy chatbot design** in EnableX Dialogs Cloud, enabling consistent customer interactions effortlessly. - Users appreciate the **helpful support** of EnableX Dialogs Cloud, benefiting from its 24/7 availability and user-friendly design. - Users appreciate the **seamless integrations** in EnableX Dialogs Cloud, enhancing customer interaction consistency without coding knowledge. ##### Cons - Users experience **AI limitations** when dealing with complex queries, resulting in unsatisfactory answers and frustration. - Users find the **reporting options restricted** , lacking the detail needed for effective analysis of customer behaviors. - Users find the **lack of detailed reporting options** in EnableX Dialogs Cloud limits analysis of customer behavior and chatbot interactivity. - Users feel the **reporting options are restricted** , lacking detailed analysis for evaluating customer behavior and chatbot interactivity. #### What Are Recent G2 Reviews of EnableX Dialogs Cloud? **["Easier to give your answer"](https://www.g2.com/survey_responses/enablex-dialogs-cloud-review-10513351)** **Rating:** 5.0/5.0 stars _— Shivpujan M._ [Read full review](https://www.g2.com/survey_responses/enablex-dialogs-cloud-review-10513351) **["Quickly adapt chatbots to solve evolving customer needs"](https://www.g2.com/survey_responses/enablex-dialogs-cloud-review-10286330)** **Rating:** 4.5/5.0 stars _— Shihab R._ [Read full review](https://www.g2.com/survey_responses/enablex-dialogs-cloud-review-10286330) ### [FocalScope](https://www.g2.com/products/focalscope/reviews) Easy to use email ticket and live chat helpdesk system. **Average Rating:** 3.5/5.0 **Total Reviews:** 1 #### How Do G2 Users Rate FocalScope? - **Lead Development:** 6.7/10 (Category avg: 8.5/10) - **Customization :** 6.7/10 (Category avg: 8.5/10) #### Who Is the Company Behind FocalScope? - **Seller:** [FocalScope](https://www.g2.com/sellers/focalscope) - **HQ Location:** N/A - **Twitter:** @FocalScope 27 Twitter followers - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=d055ff54f73bad3979b0102450793e62f388cb045f34d9dd42ea7c23163f246a&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F1635044&secure%5Burl_type%5D=linkedin_company_website) 1 employees on LinkedIn® #### Who Uses This Product? - **Company Size:** 100% Medium #### What Are G2 Users Discussing About FocalScope? - [What is FocalScope used for?](https://www.g2.com/discussions/focalscope-what-is-focalscope-used-for) - [What is FocalScope used for?](https://www.g2.com/discussions/what-is-focalscope-used-for) ### [Formilla Live Chat](https://www.g2.com/products/formilla-live-chat/reviews) Formilla.com is a leading provider of customer messaging software for sales, marketing, and support. With a combination of Live Chat, Email, and In-app messaging tools in one powerful platform, over 12,000 companies worldwide use our software for lead generation, marketing automation, and to improve customer support. **Average Rating:** 4.5/5.0 **Total Reviews:** 1 #### How Do G2 Users Rate Formilla Live Chat? - **Has the product been a good partner in doing business?:** 10.0/10 (Category avg: 9.1/10) - **Lead Development:** 10.0/10 (Category avg: 8.5/10) - **Customization :** 3.3/10 (Category avg: 8.5/10) #### Who Is the Company Behind Formilla Live Chat? - **Seller:** [Formilla Live Chat](https://www.g2.com/sellers/formilla-live-chat) - **HQ Location:** N/A - **Twitter:** @Formilla 246 Twitter followers - **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? - **Company Size:** 100% Small #### What Are Recent G2 Reviews of Formilla Live Chat? **["Well Polished Chat System"](https://www.g2.com/survey_responses/formilla-live-chat-review-1420117)** **Rating:** 4.5/5.0 stars _— Verified User in Marketing and Advertising_ [Read full review](https://www.g2.com/survey_responses/formilla-live-chat-review-1420117) #### What Are G2 Users Discussing About Formilla Live Chat? - [What is Formilla Live Chat used for?](https://www.g2.com/discussions/what-is-formilla-live-chat-used-for) ### [get.chat Shared WhatsApp Team Inbox](https://www.g2.com/products/get-chat-shared-whatsapp-team-inbox/reviews) get.chat provides a WhatsApp inbox and integrations solutions for software vendors. The Solution is powered by the official WhatsApp Business API from 360dialog. The solutions include a shared WhatsApp Team Inbox (Acces to 5 agents or more), a HubSpot Integration, a Zapier integration, and access to the WhatsApp Integration API that enables multiple and simultaneous connections. **Average Rating:** 5.0/5.0 **Total Reviews:** 1 #### Who Is the Company Behind get.chat Shared WhatsApp Team Inbox? - **Seller:** [get.chat](https://www.g2.com/sellers/get-chat) - **Year Founded:** 2021 - **HQ Location:** Potok Wielki, PL - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=036dcc66d652c4fd94cb9dbe5066ec8cb57d9b1962f25b2a051412f7391bdff5&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F80697048&secure%5Burl_type%5D=linkedin_company_website) 2 employees on LinkedIn® #### What Are Recent G2 Reviews of get.chat Shared WhatsApp Team Inbox? **["WhatsApp team communication made easy & scalable"](https://www.g2.com/survey_responses/get-chat-shared-whatsapp-team-inbox-review-6931366)** **Rating:** 5.0/5.0 stars _— Martin S._ [Read full review](https://www.g2.com/survey_responses/get-chat-shared-whatsapp-team-inbox-review-6931366) ### [GetInChat](https://www.g2.com/products/getinchat/reviews) GetInChat enables live chat conversation between you and visitors of your site. **Average Rating:** 4.0/5.0 **Total Reviews:** 1 #### How Do G2 Users Rate GetInChat? - **Lead Development:** 6.7/10 (Category avg: 8.5/10) - **Customization :** 8.3/10 (Category avg: 8.5/10) - **Co-Browsing:** 8.3/10 (Category avg: 8.1/10) #### Who Is the Company Behind GetInChat? - **Seller:** [Stamul](https://www.g2.com/sellers/stamul) - **Year Founded:** 2017 - **HQ Location:** Arlington Heights, US - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=433512eb596293f912f16409eb71f0651e05d77caed6c674b52115ddd3959ae5&secure%5Burl%5D=http%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fstamul&secure%5Burl_type%5D=linkedin_company_website) 2 employees on LinkedIn® #### Who Uses This Product? - **Company Size:** 100% Small #### What Are Recent G2 Reviews of GetInChat? **["My GetInChat Reviev"](https://www.g2.com/survey_responses/getinchat-review-9037976)** **Rating:** 4.0/5.0 stars _— Shubham K._ [Read full review](https://www.g2.com/survey_responses/getinchat-review-9037976) ### [HaberChat](https://www.g2.com/products/haberchat/reviews) HaberChat is a platform that helps businesses and teams communicate more effectively on WhatsApp. It offers a variety of features to help you manage your WhatsApp communication, including: \* Sync your WhatsApp number and collaborate with your team: HaberChat allows you to sync your WhatsApp number with multiple devices and collaborate with your team on WhatsApp messages. This makes it easy to keep track of your conversations and ensure that everyone is on the same page. \* Manage multiple numbers: HaberChat allows you to manage multiple WhatsApp numbers from a single platform. This is useful for businesses that have multiple customer service representatives or that want to use different WhatsApp numbers for different purposes. \* Launch message campaigns: HaberChat allows you to launch message campaigns to your WhatsApp contacts. This is a great way to send mass announcements, promote new products or services, or collect feedback from customers. \* Integrate with other apps: HaberChat integrates with a variety of other apps, including CRM systems, marketing automation platforms, and helpdesk software. This makes it easy to integrate your WhatsApp communication with your other business processes. \* Free trial: HaberChat offers a free trial so you can try out the platform before you buy it. HaberChat is a powerful platform that can help businesses and teams of all sizes improve their WhatsApp communication. If you are looking for a way to streamline your WhatsApp communication, then HaberChat is a great option. Here are some of the benefits of using HaberChat: Improved communication efficiency: HaberChat can help you save time and money by automating your WhatsApp communication. Increased team collaboration: HaberChat makes it easy for your team to collaborate on WhatsApp messages. Improved customer satisfaction: HaberChat can help you provide better customer service by making it easier to respond to customer inquiries. Valuable insights: HaberChat provides you with valuable insights into your WhatsApp communication, such as the number of messages you send and receive, the most popular topics of conversation, and the most active customers. Overall, HaberChat is a powerful platform that can help businesses and teams of all sizes improve their WhatsApp communication. If you are looking for a way to streamline your WhatsApp communication, then HaberChat is a great option. **Average Rating:** 3.5/5.0 **Total Reviews:** 1 #### Who Is the Company Behind HaberChat? - **Seller:** [HaberChat](https://www.g2.com/sellers/haberchat) - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=40fdac928e6d353c3badd1ad4da2242b9b3c139fe4df19fd5e86f49286d57863&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fhaberchat%2Fabout%2F&secure%5Burl_type%5D=linkedin_company_website) 1 employees on LinkedIn® #### Who Uses This Product? - **Company Size:** 100% Small #### What Do G2 Reviewers Say About HaberChat? _AI-generated summary from verified user reviews_ ##### Pros - Users value the **affordable pricing** of HaberChat, enhanced by a free trial and versatile deployment options. - Users value the **automation capabilities** of HaberChat, enhancing efficiency through integration and bulk messaging options. - Users love the **automation features** of HaberChat, enabling efficient messaging and integration across multiple devices. - Users appreciate the **automation capabilities** of HaberChat, allowing seamless integration and efficient communication management. - Users love the **ease of use** of HaberChat, appreciating seamless integration and efficient messaging capabilities. #### What Are Recent G2 Reviews of HaberChat? **["Haberchat is providing numerous features to lead the chat world."](https://www.g2.com/survey_responses/haberchat-review-9864050)** **Rating:** 4.0/5.0 stars _— ABHIJEET C._ [Read full review](https://www.g2.com/survey_responses/haberchat-review-9864050) ### [HaloCRM](https://www.g2.com/products/halocrm/reviews) HaloCRM is an all-inclusive customer service platform for exceptional support teams. HaloCRM gives you the power to unify your customer communications into a scalable tool, with powerful out-of-the-box functionality designed to drive unparalleled customer service. The omnichannel platform offers advanced reporting, self-service features, automation, escalation management, satisfaction surveys, virtual agents and much more. Quick to launch, quick to master, and quick to scale, HaloCRM offers a truly unlimited customer service solution delivered by an expert, in-house team. **Average Rating:** 4.8/5.0 **Total Reviews:** 4 #### Who Is the Company Behind HaloCRM? - **Seller:** [Halo Service Solutions](https://www.g2.com/sellers/halo-service-solutions) - **Year Founded:** 1994 - **HQ Location:** Stowmarket, England - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=d87348f63fe6a103b77d75b3a24e600ce1d8345b771b5db9fd6add5d120e6cd4&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F2083634%2F&secure%5Burl_type%5D=linkedin_company_website) 294 employees on LinkedIn® #### Who Uses This Product? - **Company Size:** 75% Small, 25% Medium #### What Do G2 Reviewers Say About HaloCRM? _AI-generated summary from verified user reviews_ ##### Pros - Users highlight the **hands-on customer support** of HaloCRM, making their onboarding and integration experiences seamless. - Users appreciate the **ease of use** of HaloCRM, finding its clean UI and integrations helpful for their team. - Users value the **easy integration** with other tools, streamlining their workflow and enhancing productivity. - Users appreciate the **easy integration with other tools** in HaloCRM, enhancing their overall productivity and efficiency. - Users value the **intuitive interface** of HaloCRM, which simplifies navigation and enhances the overall experience. ##### Cons - Users find the **difficult learning curve** of HaloCRM necessitating multiple training calls for proper understanding. - Users experienced a **steep learning curve** , requiring multiple training calls to effectively understand HaloCRM. - Users report a **steep learning curve** with HaloCRM, requiring multiple training sessions to grasp its features. - Users find that the **technical expertise required** demands additional training sessions to effectively use HaloCRM. #### What Are Recent G2 Reviews of HaloCRM? **["Intuitive CRM platform"](https://www.g2.com/survey_responses/halocrm-review-9354498)** **Rating:** 5.0/5.0 stars _— Alicia S._ [Read full review](https://www.g2.com/survey_responses/halocrm-review-9354498) **["Great Omnicannel CRM Tool, Helped us in Efficient Analysis of our Customer Support Team"](https://www.g2.com/survey_responses/halocrm-review-9539241)** **Rating:** 5.0/5.0 stars _— Arvind A._ [Read full review](https://www.g2.com/survey_responses/halocrm-review-9539241) ### [Help Sumo](https://www.g2.com/products/help-sumo/reviews) Help Sumo is more affordable, easier to setup and use, and designed mainly for small and medium sized business. Help Sumo includes a built in Knowledge Base which allows your Service Desk staff to quickly find related known error data, resolutions and workarounds; convert tickets into Knowledge Base articles; and provide end user accessible Knowledge Base search capabilities **Average Rating:** 4.0/5.0 **Total Reviews:** 2 #### How Do G2 Users Rate Help Sumo? - **Has the product been a good partner in doing business?:** 8.3/10 (Category avg: 9.1/10) - **Lead Development:** 10.0/10 (Category avg: 8.5/10) - **Customization :** 9.2/10 (Category avg: 8.5/10) - **Co-Browsing:** 10.0/10 (Category avg: 8.1/10) #### Who Is the Company Behind Help Sumo? - **Seller:** [AJ Square](https://www.g2.com/sellers/aj-square) - **HQ Location:** N/A - **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? - **Company Size:** 50% Medium #### What Do G2 Reviewers Say About Help Sumo? _AI-generated summary from verified user reviews_ ##### Pros - Users value the **analytics and reporting capabilities** of Help Sumo for enhancing customer interaction tracking and support performance. - Users value the **analytics and reporting capabilities** of Help Sumo, enhancing their customer support and performance tracking. - Users appreciate the **analytics and reporting capabilities** of Help Sumo, empowering them to improve support performance effectively. - Users value the **analytics and reporting capabilities** of Help Sumo, aiding in data-driven support improvements. - Users value the **reporting capabilities** of Help Sumo for tracking interactions and enhancing support performance effectively. ##### Cons - Users find **integration difficulty** with Help Sumo challenging, facing compatibility issues with existing business tools. - Users face **integration issues** with Help Sumo, as compatibility with existing tools can be limited and challenging. - Users face challenges due to the **lack of integrations** , making it difficult to connect with existing business tools. - Users face **integration limitations** with Help Sumo, complicating compatibility with existing business tools and requiring extra development work. - Users face **limited integrations** with Help Sumo, complicating compatibility with existing business tools and processes. #### What Are Recent G2 Reviews of Help Sumo? **["Help Sumo"](https://www.g2.com/survey_responses/help-sumo-review-8182876)** **Rating:** 5.0/5.0 stars _— Giorgos M._ [Read full review](https://www.g2.com/survey_responses/help-sumo-review-8182876) #### What Are G2 Users Discussing About Help Sumo? - [What is Help Sumo used for?](https://www.g2.com/discussions/help-sumo-what-is-help-sumo-used-for) - [What is Help Sumo used for?](https://www.g2.com/discussions/what-is-help-sumo-used-for) ### [hi.guru](https://www.g2.com/products/hi-guru/reviews) hi.guru is a unified business conversation hub, connecting your business to your customers, employees and processes through smart instant messaging & voice conversations. hi.guru enhances the way that you communicate, providing secure and rich exchanges that result in an improved and more efficient communication experience for your users and customers. **Average Rating:** 4.5/5.0 **Total Reviews:** 1 #### Who Is the Company Behind hi.guru? - **Seller:** [hi.guru](https://www.g2.com/sellers/hi-guru) - **Year Founded:** 2017 - **HQ Location:** Cape Town, ZA - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=9fa6b10e74ddc031eaf3c6e18c8881e782138af38c36690be7caee2e10834c7d&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fhi-guru&secure%5Burl_type%5D=linkedin_company_website) 1 employees on LinkedIn® #### Who Uses This Product? - **Company Size:** 100% Small #### What Are Recent G2 Reviews of hi.guru? **["Great, easy to use platform!"](https://www.g2.com/survey_responses/hi-guru-review-6539701)** **Rating:** 4.5/5.0 stars _— Tammy E._ [Read full review](https://www.g2.com/survey_responses/hi-guru-review-6539701) #### What Are G2 Users Discussing About hi.guru? - [What is hi.guru used for?](https://www.g2.com/discussions/what-is-hi-guru-used-for) - [‹ Prev‹ Prev](/categories/live-chat?hsLang=en&order=g2_score&page=20#product-list) - [1](/categories/live-chat?hsLang=en&order=g2_score#product-list) - [2](/categories/live-chat?hsLang=en&order=g2_score&page=2#product-list) - … - [17](/categories/live-chat?hsLang=en&order=g2_score&page=17#product-list) - [18](/categories/live-chat?hsLang=en&order=g2_score&page=18#product-list) - [19](/categories/live-chat?hsLang=en&order=g2_score&page=19#product-list) - [20](/categories/live-chat?hsLang=en&order=g2_score&page=20#product-list) - 21 - [22](/categories/live-chat?hsLang=en&order=g2_score&page=22#product-list) - [23](/categories/live-chat?hsLang=en&order=g2_score&page=23#product-list) - [24](/categories/live-chat?hsLang=en&order=g2_score&page=24#product-list) - [25](/categories/live-chat?hsLang=en&order=g2_score&page=25#product-list) - … - [30](/categories/live-chat?hsLang=en&order=g2_score&page=30#product-list) - [31](/categories/live-chat?hsLang=en&order=g2_score&page=31#product-list) - [Next ›Next ›](/categories/live-chat?hsLang=en&order=g2_score&page=22#product-list) Spotlight Categories [Sales Training and Onboarding Software](https://www.g2.com/categories/sales-training-and-onboarding) [E-Commerce Platforms](https://www.g2.com/categories/e-commerce-platforms) [Generative AI Infrastructure Software](https://www.g2.com/categories/generative-ai-infrastructure) [Video Editing Software](https://www.g2.com/categories/video-editing) [Sales Enablement Software](https://www.g2.com/categories/sales-enablement) 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 April 9, 2026 Live chat software enables businesses to connect instantly with website visitors through real-time chat interfaces, allowing customer service teams to provide immediate support, proactively engage visitors with timed pop-up windows, and create seamless conversational experiences that improve customer satisfaction and increase conversion rates. ### Core Capabilities of Live Chat Software To qualify for inclusion in the Live Chat category, a product must: - Provide instant messaging capabilities between customer service representatives and website visitors - Allow chat windows to either initiate conversation or live independently on a website for potential inquiries ### Common Use Cases for Live Chat Software Customer service and sales teams use live chat software to engage visitors and resolve issues in real time across websites and digital touchpoints. Common use cases include: - Providing immediate support for product questions, technical issues, and website navigation - Proactively engaging high-intent visitors with timed chat prompts to increase purchase likelihood - Reducing response times compared to ticket-based support systems to improve first-contact resolution rates ### How Live Chat Software Differs from Other Tools Live chat functionality is often packaged within broader platforms including [e-commerce platforms](https://www.g2.com/categories/e-commerce-platforms), [help desk software](https://www.g2.com/categories/help-desk), and [digital customer service software](https://www.g2.com/categories/digital-customer-service-platforms). It also serves stand out as a core feature and foundation for AI-powered tools such as [chatbots](https://www.g2.com/categories/chatbots), [conversational support software](https://www.g2.com/categories/conversational-support), and [customer service automation software](https://www.g2.com/categories/customer-service-automation). ### Insights from G2 on Live Chat Software Based on category trends on G2, ease of setup and proactive chat engagement features stand out as standout capabilities. These platforms deliver reductions in response time and improved customer satisfaction scores as primary outcomes of adoption. 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.