# Best Live Chat Software - Page 23 ## How Many Live Chat Software Products Does G2 Track? **Total Products under this Category:** 463 ### Category Stats (Jul 2026) - **Average Rating:** 4.47/5 The average rating of products in this category, based on all submitted ratings - **Top Trending Product:** Callbell (+2.42%) - Among all products in this category, Callbell recorded the largest rating increase compared to last month _Last updated: July 22, 2026_ ## How Does G2 Rank Live Chat Software Products? **Why You Can Trust G2's Software Rankings:** - 30 Analysts and Data Experts - 100,200+ 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=10366&focus%5B%5D=1281845&focus%5B%5D=61400) Highlighted products: Zendesk for Customer Service, Agentforce Service (formerly Salesforce Service Cloud), Qualified, Fin, Zoho Desk, Podium, WhatsApp Business Platform, 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=podium&focus%5B%5D=whatsapp-business-platform&focus%5B%5D=tidio) **Sponsored** ### Social Intents Social Intents is a Live Chat and AI Chatbot platform designed to enhance communication between businesses and their website visitors. This solution enables teams to manage website chats directly from popular business collaboration tools such as Microsoft Teams, Slack, Google Chat, Zoom, and Webex. By integrating live chat and AI chatbots into platforms that organizations already utilize, Social Intents eliminates the need for context switching, allowing for a more efficient and cohesive communication experience. Primarily targeted at customer service and sales teams, Social Intents is ideal for organizations looking to improve their online engagement without the complications of adopting additional messaging tools. The platform is particularly beneficial for businesses that handle a high volume of inquiries and require a seamless way to interact with customers across various channels. By providing a unified communication solution, Social Intents helps companies streamline their customer interactions and enhance overall service quality. Users can engage visitors through a web chat widget and popular messaging platforms like WhatsApp, Facebook Messenger, and SMS, ensuring that customers can reach out through their preferred method. This flexibility in communication channels caters to diverse customer preferences, making it easier for businesses to connect with their audience. The ability to meet customers where they are enhances engagement and fosters a more responsive customer service environment. One of the standout features of Social Intents is its capability to build AI chatbots powered by OpenAI's ChatGPT. Users can train these chatbots with their website content in just one click, allowing for quick deployment and immediate assistance for common inquiries. This feature not only enhances response times but also ensures that customers receive accurate information. When more complex issues arise, the platform allows for seamless escalation to human agents, ensuring that customers receive the support they need without delay. The integration of AI chatbots with live chat capabilities offers significant benefits to organizations. By automating responses to frequently asked questions, businesses can free up their human agents to focus on more intricate customer interactions. This dual approach not only improves operational efficiency but also enhances customer satisfaction by providing timely and relevant support. Social Intents distinguishes itself in its category by combining the power of AI with the personal touch of human interaction, creating a balanced and effective customer service solution. [Visit website](https://www.g2.com/external_clickthroughs/record?secure%5Bad_program%5D=ppc&secure%5Bad_slot%5D=category_product_list&secure%5Bcategory_id%5D=191&secure%5Bchosen_at%5D=2026-07-30T15%3A38%3A18Z&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=84670&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%3D23&secure%5Btoken%5D=e9741edca8a0a2a676591c60640820b015b442cfbaa53a972777ec0cb0e02d32&secure%5Burl%5D=https%3A%2F%2Fsocialintents.com%2Fsignup.do%3Futm_campaign%3Dg2%26utm_content%3Dfree-trial%26utm_medium%3Dg2%26utm_source%3Dmyg2&secure%5Burl_type%5D=free_trial) ### [Pubble](https://www.g2.com/products/pubble/reviews) Pubble is a messaging platform that simplifies how teams interact with their customers. **Average Rating:** 3.8/5.0 **Total Reviews:** 2 #### How Do G2 Users Rate Pubble? - **Has the product been a good partner in doing business?:** 10.0/10 (Category avg: 9.1/10) - **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 Pubble? - **Seller:** [Pubble](https://www.g2.com/sellers/pubble) - **Year Founded:** 2012 - **HQ Location:** Kinsale, IE - **Twitter:** @pubbleio 2,023 Twitter followers - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=49e034c5a489dc76fba08719c5304bd7f29ce6d2949d0edcedb27750444b6ac1&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fpubble-co&secure%5Burl_type%5D=linkedin_company_website) 5 employees on LinkedIn® #### Who Uses This Product? - **Company Size:** 100% Small #### What Do G2 Reviewers Say About Pubble? _AI-generated summary from verified user reviews_ ##### Pros - Users appreciate the **ease of use** of Pubble's live chat, with everything conveniently located for quick solutions. - Users find Pubble's **navigation easy** , with everything conveniently organized for quick access to solutions. #### What Are Recent G2 Reviews of Pubble? **["Good platform for live Q&A"](https://www.g2.com/survey_responses/pubble-review-6746238)** **Rating:** 4.0/5.0 stars _— Radek W._ [Read full review](https://www.g2.com/survey_responses/pubble-review-6746238) #### What Are G2 Users Discussing About Pubble? - [What is Pubble used for?](https://www.g2.com/discussions/what-is-pubble-used-for) ### [Re:plain](https://www.g2.com/products/re-plain/reviews) The first web-chat service where people reply 16 times faster. Re:plain — works directly in your WhatsApp, Facebook Messenger and Telegram. **Average Rating:** 3.5/5.0 **Total Reviews:** 1 #### Who Is the Company Behind Re:plain? - **Seller:** [Re:plain](https://www.g2.com/sellers/re-plain) - **Year Founded:** 2018 - **HQ Location:** London, GB - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=814a478f8759c6d2384da2b902e015b836ca110262cf62d1ed70299bdfb8f98d&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Freplain%2F&secure%5Burl_type%5D=linkedin_company_website) 1 employees on LinkedIn® #### Who Uses This Product? - **Company Size:** 100% Small #### What Are G2 Users Discussing About Re:plain? - [What is Re:plain used for?](https://www.g2.com/discussions/what-is-re-plain-used-for) ### [Salesmanago Live chat](https://www.g2.com/products/salesmanago-live-chat/reviews) Salesmanago Live chat sends automatically product recommendations and you can see full behavioural profile of your customer. **Average Rating:** 4.5/5.0 **Total Reviews:** 1 #### How Do G2 Users Rate Salesmanago Live chat? - **Customization :** 8.3/10 (Category avg: 8.5/10) #### Who Is the Company Behind Salesmanago Live chat? - **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? - **Company Size:** 100% Medium #### What Are Recent G2 Reviews of Salesmanago Live chat? **["Best customer care ever!"](https://www.g2.com/survey_responses/salesmanago-live-chat-review-1423221)** **Rating:** 4.5/5.0 stars _— Tomasz B._ [Read full review](https://www.g2.com/survey_responses/salesmanago-live-chat-review-1423221) #### What Are G2 Users Discussing About Salesmanago Live chat? - [What is Salesmanago Live chat used for?](https://www.g2.com/discussions/what-is-salesmanago-live-chat-used-for) ### [Smallchat](https://www.g2.com/products/smallchat/reviews) Smallchat enables firms to chat with their customers via Slack threads. **Average Rating:** 4.0/5.0 **Total Reviews:** 1 #### How Do G2 Users Rate Smallchat? - **Co-Browsing:** 6.7/10 (Category avg: 8.1/10) #### Who Is the Company Behind Smallchat? - **Seller:** [Nicer Studio](https://www.g2.com/sellers/nicer-studio) - **HQ Location:** N/A - **Twitter:** @smallchatapp 345 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:** 200% Small #### What Are Recent G2 Reviews of Smallchat? **["A simple chatting app"](https://www.g2.com/survey_responses/smallchat-review-7498801)** **Rating:** 4.0/5.0 stars _— Suru S._ [Read full review](https://www.g2.com/survey_responses/smallchat-review-7498801) ### [spechy](https://www.g2.com/products/spechy-spechy/reviews) Spechy provides live support, email, phone, video call, and social media communication channels services. Spechy is flexible communication solution for small to mid scale businesses providing all features which large enterprise businesses enjoy in most affordable cost. Spechy is a cloud software provider for businesses. The company's purpose-built Omni-Channel Contact Center platform offers a range of applications that enable the scope of contact center-related customer service, sales and marketing functions. The company's Omnichannel Communications platform and other applications enable the simultaneous management and optimization of customer interactions across voice, chat, email, Web, social media, video calling and mobile channels, either directly or via (APIs). Spechy monitors and tracks every customer interaction. In order to improve the customer experience and increase user productivity, Customer Relationship Management (CRM) software includes applications such as Ticketing, Analysis, Web, Customer Experience, Business tracking, and Quality Management tools. It also maximizes user productivity by automating all processes with its advanced features. **Average Rating:** 4.5/5.0 **Total Reviews:** 1 #### How Do G2 Users Rate spechy? - **Lead Development:** 10.0/10 (Category avg: 8.5/10) - **Customization :** 6.7/10 (Category avg: 8.5/10) - **Co-Browsing:** 8.3/10 (Category avg: 8.1/10) #### Who Is the Company Behind spechy? - **Seller:** [Spechy](https://www.g2.com/sellers/spechy) - **Year Founded:** 2016 - **HQ Location:** ISTANBUL, TR - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=3896872fd63b2e77357a89c7e2bb144fa475b08c2ba604b22711c43742a3e815&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fspechy%2F&secure%5Burl_type%5D=linkedin_company_website) 21 employees on LinkedIn® #### Who Uses This Product? - **Company Size:** 100% Medium #### What Do G2 Reviewers Say About spechy? _AI-generated summary from verified user reviews_ ##### Pros - Users value the **well-available customer support** , enhancing their experience with Spechy's features and integrations. - Users highlight the **ease of accessing multiple channels** and appreciate seamless integration with various applications. - Users value the **easy access** to multiple channels and features, along with excellent customer support availability. - Users value the **ease of accessing multiple channels** and extensive features, enhancing their overall experience with Spechy. - Users value the **seamless integrations** with various applications, enhancing their overall experience and efficiency. ##### Cons - Users report experiencing **slow loading** times with the application, requiring frequent refreshes to improve performance. #### What Are Recent G2 Reviews of spechy? **["All Communication Channels in Single Place"](https://www.g2.com/survey_responses/spechy-review-10330632)** **Rating:** 4.5/5.0 stars _— Verified User in Hospital & Health Care_ [Read full review](https://www.g2.com/survey_responses/spechy-review-10330632) ### [StepsAI](https://www.g2.com/products/stepsai/reviews) Steps AI Chatbot is an easy-to-implement Agentic AI chatbot that helps businesses boost revenue, improve customer experience, and automate 24/7 support with value-first pricing. It integrates with 250+ tools including Shopify and Zendesk, fully aligns with your brand, and requires no engineering resources to manage. With intelligent automation and real-time insights, Steps AI Chatbot streamlines support operations, reduces costs, and delivers faster, more personalized customer experiences. **Average Rating:** 5.0/5.0 **Total Reviews:** 1 #### How Do G2 Users Rate StepsAI? - **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 :** 10.0/10 (Category avg: 8.5/10) #### Who Is the Company Behind StepsAI? - **Seller:** [Steps AI](https://www.g2.com/sellers/steps-ai) - **HQ Location:** Toronto, CA - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=cb54c60df6a416492d2341bafab083abfd8d96f85950dacd0b38e0f23693721a&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fstepsai-aide%2F&secure%5Burl_type%5D=linkedin_company_website) 18 employees on LinkedIn® #### Who Uses This Product? - **Company Size:** 100% Small #### What Are Recent G2 Reviews of StepsAI? **["Steps AI’s Omnichannel “AI Brain” Streamlined Our Support and Boosted Conversions"](https://www.g2.com/survey_responses/stepsai-review-13101754)** **Rating:** 5.0/5.0 stars _— SADASHIV Y._ [Read full review](https://www.g2.com/survey_responses/stepsai-review-13101754) ### [Subiz Live Chat](https://www.g2.com/products/subiz-live-chat/reviews) Subiz is live chat software based on cloud service. Implementing Subiz onto your website, you can take the initiative to chat and provide support to every single website visitor **Average Rating:** 5.0/5.0 **Total Reviews:** 1 #### How Do G2 Users Rate Subiz Live Chat? - **Lead Development:** 6.7/10 (Category avg: 8.5/10) - **Customization :** 8.3/10 (Category avg: 8.5/10) - **Co-Browsing:** 5.0/10 (Category avg: 8.1/10) #### Who Is the Company Behind Subiz Live Chat? - **Seller:** [Subiz Live Chat](https://www.g2.com/sellers/subiz-live-chat) - **Year Founded:** 2013 - **HQ Location:** Cau Giay, VN - **Twitter:** @subizdotcom 285 Twitter followers - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=be1cd9af8716a9c7d1c07b29f38dec70620b5652275bf8dbfffc779270efc7da&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fsubiz&secure%5Burl_type%5D=linkedin_company_website) 14 employees on LinkedIn® #### Who Uses This Product? - **Company Size:** 100% Small #### What Are Recent G2 Reviews of Subiz Live Chat? **["Convenient and most reliable"](https://www.g2.com/survey_responses/subiz-live-chat-review-5447182)** **Rating:** 5.0/5.0 stars _— Ridham B._ [Read full review](https://www.g2.com/survey_responses/subiz-live-chat-review-5447182) #### What Are G2 Users Discussing About Subiz Live Chat? - [What is Subiz Live Chat used for?](https://www.g2.com/discussions/subiz-live-chat-what-is-subiz-live-chat-used-for) - [What is Subiz Live Chat used for?](https://www.g2.com/discussions/what-is-subiz-live-chat-used-for) ### [Supchats](https://www.g2.com/products/supchats/reviews) Supchats is a lightweight live-chat with built-in AI you can add to your site in 2 minutes. The free plan includes unlimited agents. Built by the Salematics team (an online affiliate-marketing platform), Supchats ships curated AI prompt presets for different conversation styles—support, sales, qualification, and more. Operators can handle multiple chats at once, leverage a shared knowledge base, capture leads in real time, and view conversations in the Supchats UI or via integrations with popular CMS platforms. GDPR-ready with EU hosting. Try it free—no credit card required. **Average Rating:** 5.0/5.0 **Total Reviews:** 1 #### How Do G2 Users Rate Supchats? - **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 :** 10.0/10 (Category avg: 8.5/10) - **Co-Browsing:** 10.0/10 (Category avg: 8.1/10) #### Who Is the Company Behind Supchats? - **Seller:** [Supchats](https://www.g2.com/sellers/supchats) - **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 Do G2 Reviewers Say About Supchats? _AI-generated summary from verified user reviews_ ##### Pros - Users appreciate the **ease of setup and use** , noting how simple and fast the interface enhances conversation management. - Users love the **easy setup** of Supchats, finding the interface simple and fast for managing conversations. - Users appreciate the **simplicity and speed** of Supchats' interface, making conversation management effortless. - Users appreciate the **ease of setup and use** of Supchats, making conversation management quick and straightforward. - Users praise the **simple and fast interface** of Supchats, making conversation management effortless. #### What Are Recent G2 Reviews of Supchats? **["Supchats. Effortless Setup and User-Friendly Experience"](https://www.g2.com/survey_responses/supchats-review-11966324)** **Rating:** 5.0/5.0 stars _— Brian C._ [Read full review](https://www.g2.com/survey_responses/supchats-review-11966324) ### [The Live Force](https://www.g2.com/products/the-live-force/reviews) Level up your business with our ad conversion platform. We can establish meaningful relationships with your potential leads by customizing interactions, engaging proactively, and providing valuable information. Using the latest technology and tools, we ensure that your customers receive an endless CX experience. Our perks include a competent pricing model, customized chat widgets, and knowledgeable chat experts with diverse experience working with different industries. Let us take your business lead generation efforts to new heights of success. Don't miss out on this opportunity, hire us now! **Average Rating:** 4.5/5.0 **Total Reviews:** 1 #### Who Is the Company Behind The Live Force? - **Seller:** [TheLiveForce](https://www.g2.com/sellers/theliveforce) - **Year Founded:** 2021 - **HQ Location:** West Palm Beach, Florida - **Twitter:** @theliveforce 2 Twitter followers - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=559392d08e36d7141f7ee309df0fcf8cdbd4c4de13654bd6917be2acaf385a21&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fthe-live-force&secure%5Burl_type%5D=linkedin_company_website) 4 employees on LinkedIn® #### Who Uses This Product? - **Company Size:** 100% Small #### What Are Recent G2 Reviews of The Live Force? **["Digital Marketing for Homebuilder Marketing Company"](https://www.g2.com/survey_responses/the-live-force-review-9854771)** **Rating:** 4.5/5.0 stars _— Jason M._ [Read full review](https://www.g2.com/survey_responses/the-live-force-review-9854771) ### [ThumbCrowd](https://www.g2.com/products/thumbcrowd/reviews) ThumbCrowd AI bot builder helps you deliver stellar customer service with maximum efficiency, instant answers and 24/7 availability to your customers in a fun yet valuable way. Design your Bot once and leverage it across any chat platform including Facebook Messenger, Web, Slack, SMS, and more. **Average Rating:** 4.8/5.0 **Total Reviews:** 2 #### Who Is the Company Behind ThumbCrowd? - **Seller:** [UNQA The Explorers](https://www.g2.com/sellers/unqa-the-explorers) - **Year Founded:** 2001 - **HQ Location:** Lahore, PK - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=d7f99f65122503d0fc5b41b862055e40cdba86b2fb0a70af0d4172121e665c0f&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Funqa%2F&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 ThumbCrowd? **["Simple interface to build custom Chat Bots with Zero coding"](https://www.g2.com/survey_responses/thumbcrowd-review-4168119)** **Rating:** 5.0/5.0 stars _— Noman S._ [Read full review](https://www.g2.com/survey_responses/thumbcrowd-review-4168119) **["A simple interface for creating chatbots with zero coding can be achieved by various platforms"](https://www.g2.com/survey_responses/thumbcrowd-review-8486782)** **Rating:** 4.5/5.0 stars _— Heena K._ [Read full review](https://www.g2.com/survey_responses/thumbcrowd-review-8486782) #### What Are G2 Users Discussing About ThumbCrowd? - [What is ThumbCrowd used for?](https://www.g2.com/discussions/what-is-thumbcrowd-used-for) ### [Timworks](https://www.g2.com/products/timworks/reviews) Timworks is a client support tool to help accountants build better relationships with their clients. **Average Rating:** 5.0/5.0 **Total Reviews:** 1 #### How Do G2 Users Rate Timworks? - **Lead Development:** 10.0/10 (Category avg: 8.5/10) - **Customization :** 10.0/10 (Category avg: 8.5/10) - **Co-Browsing:** 6.7/10 (Category avg: 8.1/10) #### Who Is the Company Behind Timworks? - **Seller:** [Timworks](https://www.g2.com/sellers/timworks) - **HQ Location:** London, GB - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=828464ad93a038f3693663482d3d52451fff2f98e6a1b649ee95474ab999c253&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F71061960&secure%5Burl_type%5D=linkedin_company_website) 13 employees on LinkedIn® #### Who Uses This Product? - **Company Size:** 100% Small #### What Are Recent G2 Reviews of Timworks? **["Best collaborative software for a medium-large scale team !"](https://www.g2.com/survey_responses/timworks-review-8496457)** **Rating:** 5.0/5.0 stars _— Chandrashekhar S._ [Read full review](https://www.g2.com/survey_responses/timworks-review-8496457) ### [Verifast AI](https://www.g2.com/products/verifast-ai/reviews) Verifast AI is the all-in-one AI chatbot for ecommerce brands - designed to help you convert, support, and grow at scale without hiring extra hands. It combines sales, support, and customer insight, so you can stop juggling tools and start turning conversations into revenue. Trusted by 250+ global D2C brands across beauty, wellness, fitness, and fragrance — verifast's AI chatbot recovers carts, handle post-sale issues, and generate qualified leads without a single manual flow. Everything works out of the box. It connects with Shopify, Gokwik, Zoho, ClickPost, Shiprocket, and more - no code required. Whether you're scaling across Tier 2/3 audience or optimizing for peak sales weekends, the ai sales chatbot works 24/7 across your PDPs, homepages, landing pages, and even WhatsApp. Start your 7 - day free trial — no Credit card required. 💬 Boost Sales • Boost conversions – Recommend the right products based on user goals and behavior • Nudge customers – Trigger contextual nudges (discounts, reviews, urgency) in-chat • Upsell smartly – Auto-suggest bundles and higher-value SKUs during conversations • Recover carts – Detect hesitation and push checkout reminders in real time • Close instantly – Apply discount codes and offers right within the chat 👨🏻‍💻 Automate Support • Resolve 90% of queries – Automate order tracking, returns, cancellations, and more • Offer instant answers – 24/7 replies to product, shipping, and policy questions • Cut support costs – Reduce human load while keeping CSAT consistently high • Escalate smartly – Route only complex tickets to human agents with full context • Go live on all pages – Enable full support across homepage, PDPs, and checkout 🌍 Speak 125+ Languages • Break language barriers – Engage users in Hinglish, Tamil, Marathi, Bengali & more • Auto-detect & switch – Let users chat in their preferred language seamlessly • Build instant trust – Respond with cultural fluency that improves retention • Drive regional conversions – Tailor messages based on local context • Scale globally – One multilingual chatbot to expand across geos without hiring 🔌 Plug & Play Setup • Integrate instantly – Works with Shopify, Gokwik, ClickPost, Shiprocket, Zoho, Zendesk • Sync in real-time – Pull product catalog, order data, and inventory automatically • No dev needed – Setup and go live in under 24 hours • Auto-update daily – Stay current with zero manual work • Omnichannel-ready – Deploy across website, mobile, and WhatsApp 🎨 Match Brand Persona & UI • Customize tone – Playful, premium, clinical, regional—your choice • Design your widget – Floating bot, “Ask Me” bar, influencer avatar, or embedded form • On-brand nudges – Personalize discount popups, offers, and CTAs • Adapt by user type – Show different flows for new vs. returning visitors • Own the experience – Every chat feels like your in-house team talking 🎯 Generate High-Intent Leads • Capture details naturally – Collect emails, phone numbers, and product interests • Qualify mid-convo – Identify buyer intent via chat, not forms • Sync to CRMs – Auto-connect with HubSpot, Zoho, WhatsApp & more • Segment smartly – Group leads by page, concern, or interest for remarketing • Run follow-ups – Use captured data to drive WhatsApp and email campaigns 📊 Unlock Real-Time Insights • Understand your users – Get most-asked queries and top-searched products • Improve conversions – Track where users drop off in the purchase funnel • Boost SEO – Use word clouds and chat data to shape content strategy • Plan smarter – Leverage time heatmaps for campaign scheduling • Refine product strategy – Spot demand trends and concern clusters at SKU level **Average Rating:** 5.0/5.0 **Total Reviews:** 3 #### Who Is the Company Behind Verifast AI? - **Seller:** [Verifast](https://www.g2.com/sellers/verifast) - **Year Founded:** 2019 - **HQ Location:** Bengaluru, IN - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=9026a5c1817d3319794d840556ab54b93f30be3e8e390bdad38d86e7a4da3513&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fverifast-tech%2F&secure%5Burl_type%5D=linkedin_company_website) 8 employees on LinkedIn® #### Who Uses This Product? - **Company Size:** 100% Small #### What Do G2 Reviewers Say About Verifast AI? _AI-generated summary from verified user reviews_ ##### Pros - Users value the **automation** of Verifast AI, which streamlines processes and enhances customer interactions effortlessly. - Users appreciate the **responsive customer support** of Verifast AI, enhancing their experience with quick implementations and seamless integrations. - Users appreciate the **seamless daily integration** of Verifast AI, enhancing efficiency and support in their operations. - Users love the **ease of use** of Verifast AI, enjoying effortless setup and seamless integration into their workflow. - Users enjoy **easy management** with Verifast AI, seamlessly integrating it into their workflow and improving efficiency. #### What Are Recent G2 Reviews of Verifast AI? **["Support tickets dropped. CSAT went up. What more do you want?"](https://www.g2.com/survey_responses/verifast-ai-review-11656012)** **Rating:** 4.5/5.0 stars _— Verified User in Information Technology and Services_ [Read full review](https://www.g2.com/survey_responses/verifast-ai-review-11656012) **["Our customers are so happy with the bot, and that’s why we love it too"](https://www.g2.com/survey_responses/verifast-ai-review-11581940)** **Rating:** 5.0/5.0 stars _— Verified User in Health, Wellness and Fitness_ [Read full review](https://www.g2.com/survey_responses/verifast-ai-review-11581940) ### [visitlead](https://www.g2.com/products/visitlead/reviews) Visitlead is a On-Site Marketing solution which helps you to generate business opportunities out of your website visitors. How does it work? Visitlead identifies promising visitors and highlights them and enables you to start a communication with them. Bring in your sales arguments, point out your advantages and differentiate yourself from competitors. **Average Rating:** 4.0/5.0 **Total Reviews:** 1 #### How Do G2 Users Rate visitlead? - **Lead Development:** 8.3/10 (Category avg: 8.5/10) - **Customization :** 6.7/10 (Category avg: 8.5/10) #### Who Is the Company Behind visitlead? - **Seller:** [visitlead](https://www.g2.com/sellers/visitlead) - **Year Founded:** 2014 - **HQ Location:** Offenhausen, AT - **Twitter:** @visitlead 12 Twitter followers - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=cf798cedbbdaf5a08f991f24643ae7f6835d3c49c6b82c5f038dc7b5ff1df1a5&secure%5Burl%5D=http%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fvisitlead&secure%5Burl_type%5D=linkedin_company_website) 3 employees on LinkedIn® #### Who Uses This Product? - **Company Size:** 100% Small #### What Are Recent G2 Reviews of visitlead? **["OnSite Marketing Tool"](https://www.g2.com/survey_responses/visitlead-review-5308181)** **Rating:** 4.0/5.0 stars _— Nika B._ [Read full review](https://www.g2.com/survey_responses/visitlead-review-5308181) ### [Voicemail Drop](https://www.g2.com/products/voicemail-drop/reviews) WE NO LONGER OFFER THIS SERVICE **Average Rating:** 4.0/5.0 **Total Reviews:** 1 #### Who Is the Company Behind Voicemail Drop? - **Seller:** [Esendex USA](https://www.g2.com/sellers/esendex-usa) - **Year Founded:** 1999 - **HQ Location:** Virginia Beach, US - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=66fd5182b926e5d5db070cc1e30d8eed6a730d01a8c8dfc640c7fe615a17c750&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fesendex-us%2F&secure%5Burl_type%5D=linkedin_company_website) 33 employees on LinkedIn® #### Who Uses This Product? - **Company Size:** 100% Small #### What Are Recent G2 Reviews of Voicemail Drop? **["Automated Voicemails That Save Our Team Time"](https://www.g2.com/survey_responses/voicemail-drop-review-12459787)** **Rating:** 4.0/5.0 stars _— Carolina S._ [Read full review](https://www.g2.com/survey_responses/voicemail-drop-review-12459787) ### [5chat](https://www.g2.com/products/5chat/reviews) 5chat is a high-performance live chat solution designed to enhance customer engagement without compromising website speed. With a minimal footprint of under 15KB and loading times under 50 milliseconds, it ensures optimal site performance while providing robust support features. Ideal for startups and performance-focused businesses, 5chat facilitates real-time communication, helping to convert visitors into loyal customers. Key Features and Functionality: - Ultra-Fast Performance: Engineered for speed, 5chat's lightweight design preserves Core Web Vitals and SEO rankings, ensuring a seamless user experience. - AI-Powered Tools: Incorporates intelligent features such as automatic conversation tagging and real-time summaries, streamlining support processes and enhancing efficiency. - Easy Integration: Offers straightforward setup with options like a one-click WordPress plugin or a simple code snippet, enabling deployment in under two minutes. - Intuitive User Interface: Designed to resemble familiar messaging apps, reducing the learning curve for support agents and promoting immediate productivity. - Mobile Accessibility: Provides dedicated iOS and Android applications, allowing teams to manage customer interactions from anywhere. - Smart Ticketing System: Automatically converts missed chats into support tickets via email, ensuring no customer query goes unanswered. Primary Value and User Solutions: 5chat addresses the common challenge of integrating live chat functionality without degrading website performance. By offering a lightweight, AI-enhanced platform, it enables businesses to engage with customers in real-time, improving satisfaction and driving sales. Its rapid setup and intuitive design make it accessible for teams of all sizes, while mobile support ensures continuous connectivity. Ultimately, 5chat empowers businesses to provide efficient, responsive customer service without sacrificing site speed or user experience. #### Who Is the Company Behind 5chat? - **Seller:** [5chat](https://www.g2.com/sellers/5chat) - **Year Founded:** 2025 - **HQ Location:** N/A - **LinkedIn® Page:** [linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=ed9d5816cef9bd2b7f8ef1d366047177647f6be36e7225ed220c32f1ab04bbc1&secure%5Burl%5D=https%3A%2F%2Flinkedin.com%2Fcompany%2F5chat&secure%5Burl_type%5D=linkedin_company_website) 3 employees on LinkedIn® - [‹ Prev‹ Prev](/categories/live-chat?hsLang=en&order=g2_score&page=22#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) - … - [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](/categories/live-chat?hsLang=en&order=g2_score&page=21#product-list) - [22](/categories/live-chat?hsLang=en&order=g2_score&page=22#product-list) - 23 - [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) - [26](/categories/live-chat?hsLang=en&order=g2_score&page=26#product-list) - [27](/categories/live-chat?hsLang=en&order=g2_score&page=27#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=24#product-list) Spotlight Categories [CRM Software](https://www.g2.com/categories/crm) [Online Reputation Management Software](https://www.g2.com/categories/online-reputation-management) [Job Search Sites](https://www.g2.com/categories/job-search-sites) [Core HR Software](https://www.g2.com/categories/core-hr) [ETL Tools](https://www.g2.com/categories/etl-tools) 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.