# Best Live Chat Software - Page 29 ## 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=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** ### 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=2026-08-01T15%3A13%3A33Z&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%3D29&secure%5Btoken%5D=fb3fd46e1057657a46318eec89bfd9d682517a4aea6a45559795c63dbb53ed66&secure%5Burl%5D=https%3A%2F%2Fwww.fin.ai%2Fdrlp%2Fai-agent&secure%5Burl_type%5D=custom_url) ### [MsgBubble](https://www.g2.com/products/msgbubble/reviews) MsgBubble is a game-changing CRM with integrated SMS, email and web chat communication to organize all your customer conversations. It allows building custom lead generation forms for your website including creating documents with digital signatures, accepting online appointments within your teams availability, review management including auto replying to Google reviews, and accepting online and in-store payments. #### Who Is the Company Behind MsgBubble? - **Seller:** [MsgBubble](https://www.g2.com/sellers/msgbubble) - **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=bd893b23509cb3db265c262432663b69b71aaf712b6a7f1e06ebfc8ee1b29add&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fmsgbubble%2F&secure%5Burl_type%5D=linkedin_company_website) 1 employees on LinkedIn® ### [Mylivechat](https://www.g2.com/products/mylivechat/reviews) Live chat software offers more than just chat. Push links to visitors, co-browse with online shoppers, and learn how they found your site. Interact with web site visitors and give them the assistance they're seeking. #### Who Is the Company Behind Mylivechat? - **Seller:** [Mylivechat](https://www.g2.com/sellers/mylivechat) - **Year Founded:** 2016 - **HQ Location:** N/A - **Twitter:** @My\_LiveChat 60 Twitter followers - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=2911701c88a4926ebbd03a98a646553597b0675a9371f32a8a3ec8f77bd6b4fe&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fqtc-engineering-%2526-contracting%2F&secure%5Burl_type%5D=linkedin_company_website) 2 employees on LinkedIn® ### [nativeMsg](https://www.g2.com/products/nativemsg/reviews) nativeMsg is a Chicago company providing a single platform to create, manage and deploy automated, intelligent messaging experiences across multiple channels (SMS/MMS/RCS, Messenger, Twitter, Alexa, web chat, and more). They are an early leader in the new 5G RCS business messaging space. RCS is a new exciting channel that moves features of a native mobile application into the native SMS inbox of a mobile device. The SMS inbox will transform into a host of mini-applications and become a direct conversation link between consumers and brands allowing 1:1 direct marketing. They are working closely with brands using their platform to deploy these messaging experiences. #### Who Is the Company Behind nativeMsg? - **Seller:** [nativeMsg](https://www.g2.com/sellers/nativemsg) - **Year Founded:** 2017 - **HQ Location:** Chicago, US - **Twitter:** @TheNativeMsg 2,230 Twitter followers - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=9c10d0d90a66f52b3189b3e37c2f04d0c7804644b1ef86dbd3280782936f0877&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fnativemsg%2F&secure%5Burl_type%5D=linkedin_company_website) 7 employees on LinkedIn® ### [Navu](https://www.g2.com/products/navu/reviews) Navu is the AI companion built specifically for business websites. It lives directly on your site as a smart, self-serve sidebar that helps buyers get the answers they need, explore your product, and convert without ever filling out a form or waiting to talk to sales. Today’s buyers want to do their own research and move at their own pace. Navu makes that easy by transforming your existing content into a guided experience that’s fast, helpful, and always relevant. Installing Navu takes just a few minutes. With a simple line of code, it becomes part of your website and immediately begins pulling from your product pages, blog posts, PDFs, and other resources. When a prospect lands on your site, Navu uses AI to understand what they’re looking for and offers personalized guidance in real time. Whether someone is comparing solutions, evaluating features, or learning about integrations, Navu makes sure the most relevant content is right at their fingertips. Unlike traditional chatbots, Navu isn’t there to gatekeep or follow a rigid script. It acts more like a product-savvy teammate, guiding buyers through their journey and pointing them to high-value actions like booking a demo, downloading a case study, or starting a free trial. It is designed to support real buying intent and help visitors take confident steps toward conversion. For marketing teams, Navu is also a powerful source of insight. It shows you what buyers are searching for, which content performs best, and where engagement is falling short. These analytics help you fine-tune messaging, identify content gaps, and improve the experience continuously without needing more tools or manual tagging. Navu is built to be turnkey and lightweight. It works with any CMS or tech stack, requires zero ongoing engineering effort, and automatically gets smarter as you update or add new content. There is no need for a redesign or a new funnel strategy. Navu helps the content you already have work harder, right where buyers are looking. For companies who want to meet buyers on their terms and drive more pipeline from their website, Navu is a simple, effective way to modernize the experience and turn interest into action. **Average Rating:** 4.8/5.0 **Total Reviews:** 4 #### How Do G2 Users Rate Navu? - **Has the product been a good partner in doing business?:** 9.4/10 (Category avg: 9.1/10) - **Customization :** 0.0/10 (Category avg: 8.5/10) #### Who Is the Company Behind Navu? - **Seller:** [Navu](https://www.g2.com/sellers/navu) - **Year Founded:** 2023 - **HQ Location:** Palo Alto, US - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=949d2907a3f648b38ab2248070541f678fa990c37af38c6fff3c7b4c5a041e60&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fnavuhq%2F&secure%5Burl_type%5D=linkedin_company_website) 5 employees on LinkedIn® #### Who Uses This Product? - **Company Size:** 75% Small #### What Do G2 Reviewers Say About Navu? _AI-generated summary from verified user reviews_ ##### Pros - Users appreciate the **easy integration and exceptional customer support** provided by Navu, enhancing overall productivity. - Users praise Navu for its **excellent customer support** , receiving timely responses that enhance their overall experience. - Users find Navu's **ease of use** exceptional, enabling seamless integration and valuable automated customer support. - Users love the **easy setup** of Navu, enabling swift integration and immediate functionality without complicated programming. - Users value Navu for its **efficiency** , providing clear answers and reducing customer service volume significantly. ##### Cons - Users find the **learning curve challenging** with Navu, needing better training and a more intuitive interface. - Users find **difficult learning** with Navu due to its unintuitive backend and a need for better training interfaces. - Users find the **difficult navigation** of Navu challenging, which complicates account management and usability. - Users find the **limited features** of Navu a bit frustrating, especially lacking integration with Shopify for ease of use. - Users find the **backend not intuitive** enough, wishing for a more seamless integration and improved user-friendliness. #### What Are Recent G2 Reviews of Navu? **["Powerful Customer Support Tool for E-Commerce"](https://www.g2.com/survey_responses/navu-review-12345017)** **Rating:** 4.0/5.0 stars _— Teresa Z._ [Read full review](https://www.g2.com/survey_responses/navu-review-12345017) **["Effortless Chatbot Integration and Outstanding Support"](https://www.g2.com/survey_responses/navu-review-12009542)** **Rating:** 5.0/5.0 stars _— Zohray B._ [Read full review](https://www.g2.com/survey_responses/navu-review-12009542) ### [NestDesk](https://www.g2.com/products/nestscale-nestdesk/reviews) NestDesk is an omnichannel customer service software that helps ecommerce business manage all customer messaging across multiple channels in one place, and close more sales from chats. Your customer support team can minimize the average response time, provide a faster and more personal experience to customers. **Average Rating:** 4.5/5.0 **Total Reviews:** 1 #### Who Is the Company Behind NestDesk? - **Seller:** [NestScale](https://www.g2.com/sellers/nestscale) - **Year Founded:** 2022 - **HQ Location:** Singapore, SG - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=0182657ccdb255a2340df3ece333a6ebfc2c315b6e8d84ee2edc7f206dd51e29&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fnestscale&secure%5Burl_type%5D=linkedin_company_website) 21 employees on LinkedIn® #### Who Uses This Product? - **Company Size:** 100% Medium #### What Are Recent G2 Reviews of NestDesk? **["very easy to use"](https://www.g2.com/survey_responses/nestdesk-review-8855214)** **Rating:** 4.5/5.0 stars _— Verified User in Broadcast Media_ [Read full review](https://www.g2.com/survey_responses/nestdesk-review-8855214) ### [Omnicus](https://www.g2.com/products/omnicus/reviews) Make the Contact Center Your Competitive Advantage. We provide you with everything you need to manage your omnichannel contact center more efficiently. Because life is too short for bad customer service experiences. #### Who Is the Company Behind Omnicus? - **Seller:** [Omnicus](https://www.g2.com/sellers/omnicus) - **Year Founded:** 2016 - **HQ Location:** Oslo, NO - **Twitter:** @omnicus\_com 188 Twitter followers - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=46dbb246cb963f29b200bc536fe16f2a44db0b65f9890b94e35a1890fd313412&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F10700422&secure%5Burl_type%5D=linkedin_company_website) 3 employees on LinkedIn® ### [omniCustomers](https://www.g2.com/products/omnicustomers/reviews) Engage your customer at every step of their journey. Omnibasis Customer Management 360° is everything you need to organize, track, and manage your leads and customers with no monthly fees. omniCustomers is Omnibasis's enterprise software as a service that enables businesses and professionals, large and small, to manage a full featured customer journey. Don't pay for what you won't use. Omnibasis’s integrated customer management platform gives your business a complete view of your customer! With omniCustomers solutions businesses are enabled with the technology and tools to manage a cloud-based sales pipeline and speed up your sales team, staying organized effortlessly, log every customer activity automatically, and chat with prospects and customers in real time, without the costs and challenges associated with building and maintaining your own infrastructure. Unleash the power and capabilities of a Customer Relationship Management and Sales Automation platform with Omnibasis With omniCustomers CRM (Customer Relationship Management) cloud software we help businesses manage their customer interactions and relationships more efficiently with key features of CRM cloud software: Contact Management omniCustomers CRM system enables businesses to manage their contacts and customer information in a centralized location. This can include basic contact details, communication history, and other relevant data. All can be configured with unlimited custom fields. Sales Management omniCustomers CRM software helps sales teams manage their sales pipeline, track leads, and monitor the progress of deals. It provides insights into sales performance and help identify areas for improvement. Marketing Automation omniCustomers CRM system offers marketing automation features that enable businesses to automate marketing tasks, such as sending emails, social media posts, and other communications. Customer Service omniCustomers CRM helps businesses manage their customer service operations by tracking customer interactions, providing a help desk, and enabling customers to submit support requests. Analytics and Reporting omniCustomers CRM software provides businesses with valuable insights into their customer data, such as customer behavior, preferences, and buying patterns. It helps your businesses to make more informed decisions and improve their overall performance. Mobile Access omniCustomers CRM offer mobile access, which enables business users to access customer data and manage their customer interactions from their mobile devices. omniCustomers CRM cloud software from Omnibasis helps your business streamline customer interactions and improve their overall customer relationships. Start with omniCustomers FREE today. **Average Rating:** 4.5/5.0 **Total Reviews:** 1 #### Who Is the Company Behind omniCustomers? - **Seller:** [Omnibasis Inc.](https://www.g2.com/sellers/omnibasis-inc) - **HQ Location:** N/A - **Twitter:** @omnibasisinc 23 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% Medium #### What Are Recent G2 Reviews of omniCustomers? **["Streamlining Customer Relationships with Omni Customers !"](https://www.g2.com/survey_responses/omnicustomers-review-9227298)** **Rating:** 4.5/5.0 stars _— Manoj K._ [Read full review](https://www.g2.com/survey_responses/omnicustomers-review-9227298) ### [Omnidek](https://www.g2.com/products/omnidek/reviews) Omnidek is an easy-to-use, intuitive Work Process Management platform that centralizes control over repetitive processes for any industry and every team. Create seamless, fast workflows with real-time approvals and business driven chat, drag and drop to build any form or app with reporting on every process. Always see exactly what you need to know using conditional notifications to move work forward. The ultimate alternative to email, spreadsheets, and all those apps. **Average Rating:** 4.0/5.0 **Total Reviews:** 1 #### How Do G2 Users Rate Omnidek? - **Has the product been a good partner in doing business?:** 8.3/10 (Category avg: 9.1/10) #### Who Is the Company Behind Omnidek? - **Seller:** [Omnidek](https://www.g2.com/sellers/omnidek) - **Year Founded:** 2012 - **HQ Location:** Baton Rouge, US - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=cb65270d2422e8e08541b280a7b2c7cb9b10e6d3a4ccef79eaecfe1389a08983&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F7585716&secure%5Burl_type%5D=linkedin_company_website) 10 employees on LinkedIn® #### Who Uses This Product? - **Company Size:** 100% Small #### What Are Recent G2 Reviews of Omnidek? **["Great Product!"](https://www.g2.com/survey_responses/omnidek-review-3193348)** **Rating:** 4.0/5.0 stars _— Corey H._ [Read full review](https://www.g2.com/survey_responses/omnidek-review-3193348) #### What Are G2 Users Discussing About Omnidek? - [What is Omnidek used for?](https://www.g2.com/discussions/what-is-omnidek-used-for) ### [Onicon](https://www.g2.com/products/onicon/reviews) Onicon is a live chat solution. #### Who Is the Company Behind Onicon? - **Seller:** [Onicon](https://www.g2.com/sellers/onicon) - **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® ### [Open](https://www.g2.com/products/open-cx-open/reviews) Open is a complete AI platform that resolves complex customer support across chat, email, telephony and WhatsApp, without replacing the helpdesk you already use. One AI engine for every channel. Train once, deploy everywhere. With 77% average automation rate across all clients, Open’s AI agents take actions and deliver results. Outcome-based pricing where you pay per resolution, not per seat. 30-day risk-free implementation with 0% enterprise churn. Trusted by the most mission-critical enterprises in the world, like MoneyGram, Mollie, TicketSwap, Booking.com, Viva and FareHarbor. YC W24 · $7M raised **Average Rating:** 4.8/5.0 **Total Reviews:** 2 #### Who Is the Company Behind Open? - **Seller:** [Open.cx](https://www.g2.com/sellers/open-cx) - **Year Founded:** 2025 - **HQ Location:** San Francisco, California - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=8e67d0fe1281268f1a500d1aeed2223e184cc170f0b7e4d1b7ec37552ecd5358&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fopencx&secure%5Burl_type%5D=linkedin_company_website) 26 employees on LinkedIn® #### Who Uses This Product? - **Company Size:** 100% Medium #### What Are Recent G2 Reviews of Open? **["Easy to Use and Manage—Building an AI Agent Is Simple"](https://www.g2.com/survey_responses/open-review-12947749)** **Rating:** 5.0/5.0 stars _— Taimour H._ [Read full review](https://www.g2.com/survey_responses/open-review-12947749) **["Great software, really useful!"](https://www.g2.com/survey_responses/open-review-10001389)** **Rating:** 4.5/5.0 stars _— Connie W._ [Read full review](https://www.g2.com/survey_responses/open-review-10001389) ### [OpenMarket](https://www.g2.com/products/openmarket-openmarket/reviews) OpenMarket, an Infobip company, specializes in providing cloud-based mobile messaging solutions that enable enterprises to engage effectively with customers and employees. Their services encompass SMS, MMS, RCS, and other messaging channels, facilitating seamless communication across various industries. By leveraging OpenMarket's platform, businesses can enhance customer experiences, streamline operations, and drive revenue growth. Key Features and Functionality: - Multi-Channel Messaging: Supports SMS, MMS, and RCS, allowing businesses to reach customers through their preferred communication channels. - Global Reach: Direct connections with over 650 mobile operators worldwide, ensuring reliable message delivery across more than 190 countries. - Scalability: Processes over 14 billion customer interactions monthly, accommodating the needs of large enterprises. - Use Case Versatility: Facilitates various applications, including customer feedback surveys, appointment reminders, emergency alerts, mobile coupons, and secure PIN authentication. Primary Value and Solutions: OpenMarket empowers enterprises to optimize operational functions, enhance internal and external communications, and improve customer experiences. By integrating their mobile engagement solutions, businesses can reduce support costs, generate new revenue streams, and gain a competitive advantage in their respective markets. #### Who Is the Company Behind OpenMarket? - **Seller:** [Openmarket](https://www.g2.com/sellers/openmarket) - **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® ### [OvationCXM](https://www.g2.com/products/ovationcxm/reviews) OvationCXM is the orchestration operating system for customer experience. We help banks, payment companies, and enterprises coordinate the work behind onboarding, servicing, and support — across applications, internal teams, and outside partners — so customer journeys move faster, cost less, and stay compliant. No rip-and-replace of legacy systems. No code required. How it works: • Design and manage journeys — A no-code, drag-and-drop builder for internal and customer-facing journey flows. Ecosystem connectors let you include and oversee steps handled by outside vendors, so multi-product, multi-team work runs from a single source of truth. • Orchestrate across the ecosystem — Coordinate execution across core systems, CRMs, and external partners without changing legacy infrastructure or writing code. • Optimize with AI — Use GenAI insights to refine journeys, surface next-best actions, and put technical knowledge in front of support teams so they resolve issues dramatically faster. Built for what's next: Agentic AI As AI agents begin acting on customers' behalf, OvationCXM gives institutions a way to receive, govern, and audit that activity — applying the same controls to AI agents that they apply to people. Our 2026 research found that 71% of finance leaders already factor agentic capability into their choice of bank. Why enterprises choose us: Customer-focused organizations in financial services and other complex, regulated industries rely on OvationCXM to orchestrate the work behind customer journeys, at scale. With the governance and auditability these rigorous industries require. Across our enterprise customers, the results are: 25% reduction in operating expenses 10% increase in revenue 60% improvement in NPS **Average Rating:** 4.8/5.0 **Total Reviews:** 11 #### How Do G2 Users Rate OvationCXM? - **Has the product been a good partner in doing business?:** 9.3/10 (Category avg: 9.1/10) - **Customization :** 7.8/10 (Category avg: 8.5/10) #### Who Is the Company Behind OvationCXM? - **Seller:** [OvationCXM](https://www.g2.com/sellers/ovationcxm) - **Year Founded:** 2014 - **HQ Location:** Tiburon, CA - **Twitter:** @ovationcxm 2,181 Twitter followers - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=472092e27ef6bfc18bb0ff57d12453a287df4e7faebdd1f10c2fd2c994a7a25b&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F3565119%2F&secure%5Burl_type%5D=linkedin_company_website) 116 employees on LinkedIn® #### Who Uses This Product? - **Company Size:** 73% Small, 36% Large #### What Are Recent G2 Reviews of OvationCXM? **["Broad platform that allows me to replace a number of other apps"](https://www.g2.com/survey_responses/ovationcxm-review-4506261)** **Rating:** 5.0/5.0 stars _— Ted K._ [Read full review](https://www.g2.com/survey_responses/ovationcxm-review-4506261) **["Thank you Boomtown!"](https://www.g2.com/survey_responses/ovationcxm-review-4473096)** **Rating:** 5.0/5.0 stars _— Verified User in Restaurants_ [Read full review](https://www.g2.com/survey_responses/ovationcxm-review-4473096) #### What Are G2 Users Discussing About OvationCXM? - [What is CXMEngine used for?](https://www.g2.com/discussions/what-is-cxmengine-used-for) ### [Ozonetel](https://www.g2.com/products/ozonetel-ozonetel/reviews) Ozonetel is a leading provider of cloud-based contact center solutions, offering an AI-powered unified customer experience (CX) platform designed to help businesses engage, convert, and retain customers at scale. Serving over 3,500 global brands across various industries, Ozonetel's platform enables organizations to orchestrate customer journeys across multiple touchpoints, facilitating billions of personalized conversations and providing a comprehensive 360º view of the customer lifecycle. Key Features and Functionality: - Omnichannel Engagement: Manage customer interactions seamlessly across voice, chat, SMS, email, WhatsApp, and social media channels, ensuring a consistent and cohesive experience. - AI-Powered Automation: Deploy Voice AI Agents and Agent Assist tools to automate routine tasks, enhance agent productivity, and deliver human-like conversations in multiple languages. - Advanced Call Management: Utilize features such as automatic call distribution (ACD), interactive voice response (IVR), and various dialer options (predictive, power, preview) to optimize call handling and improve operational efficiency. - Real-Time Analytics and Reporting: Access over 70 call center reports and actionable analytics to monitor performance, track customer interactions, and make informed strategic decisions. - Seamless Integrations: Integrate effortlessly with leading CRM and helpdesk platforms like Salesforce, Zendesk, HubSpot, Freshdesk, and Zoho, enabling a unified workflow and enhanced customer data management. Primary Value and Solutions Provided: Ozonetel's platform addresses the challenges of managing complex customer interactions by offering a scalable, cost-effective, and comprehensive solution that reduces hardware dependencies and simplifies agent management, even in remote or distributed environments. By leveraging AI and deep learning techniques, Ozonetel enhances service efficiency, boosts performance, and significantly increases return on investment for its clients. The platform's ability to unify conversations, automate workflows, and provide real-time insights empowers businesses to deliver superior customer experiences, improve retention rates, and drive growth. #### Who Is the Company Behind Ozonetel? - **Seller:** [Ozonetel](https://www.g2.com/sellers/ozonetel) - **Year Founded:** 2007 - **HQ Location:** San Jose, California - **Twitter:** @Ozonetel 771 Twitter followers - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=2005f17fc26643eb98e6635bbf29a9dcb7e787107d86ba2ddfefb73c99658de2&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F668578%2F&secure%5Burl_type%5D=linkedin_company_website) 353 employees on LinkedIn® ### [Palmate](https://www.g2.com/products/palmate/reviews) Palmate is a versatile Low-Code/No-Code chatbot platform designed to empower businesses in managing customer support and sales across all communication channels. With Palmate, companies can deliver 24/7 customer support and boost customer acquisition and conversion rates effortlessly. #### Who Is the Company Behind Palmate? - **Seller:** [Palamar Teknoloji A.S.](https://www.g2.com/sellers/palamar-teknoloji-a-s) - **Year Founded:** 2022 - **HQ Location:** Pendik, TR - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=280f7479ce4f303df2df99fcf12cb8c368b7bb44e6c44148566c51288aab6259&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fpalmateai&secure%5Burl_type%5D=linkedin_company_website) 13 employees on LinkedIn® ### [Parker Software Live Chat](https://www.g2.com/products/parker-software-live-chat/reviews) Your specialist for secure live chat and AI Advanced chat technology for enterprise businesses #### Who Is the Company Behind Parker Software Live Chat? - **Seller:** [Parker Software](https://www.g2.com/sellers/parker-software) - **Year Founded:** 2003 - **HQ Location:** Stoke-on-Trent, Staffordshire - **Twitter:** @ParkerSoftware 31,891 Twitter followers - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=ba0e5f03b7c8d80a752781e71d0c55a26330f33ef4fd6b3ff18f569b133d8a2a&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F200884%2F&secure%5Burl_type%5D=linkedin_company_website) 20 employees on LinkedIn® - [‹ Prev‹ Prev](/categories/live-chat?hsLang=en&order=g2_score&page=28#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) - … - [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) - [28](/categories/live-chat?hsLang=en&order=g2_score&page=28#product-list) - 29 - [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=30#product-list) Spotlight Categories [Product Information Management (PIM) Systems](https://www.g2.com/categories/product-information-management-pim) [Audit Management Software Solutions](https://www.g2.com/categories/audit-management) [Procure to Pay Software](https://www.g2.com/categories/procure-to-pay) [Project Management Software](https://www.g2.com/categories/project-management) [Purchasing Software](https://www.g2.com/categories/purchasing-software) Similar Categories - [Help Desk](/categories/help-desk) - [Customer Self-Service](/categories/customer-self-service) - [Social Customer Service](/categories/social-customer-service) - [Appointment Reminder](/categories/appointment-reminder) - [Call & Contact Center](/categories/call-contact-center) - [Client Onboarding](/categories/client-onboarding) - [Co-Browsing](/categories/co-browsing) - [Complaint Management](/categories/complaint-management) - [Contact Center Outsourcing Services](/categories/contact-center-outsourcing-services) - [Contact Center Payments](/categories/contact-center-payments) - [Conversational Support](/categories/conversational-support) - [Customer Communications Management](/categories/customer-communications-management) - [Customer Education](/categories/customer-education) - [Customer Service Automation](/categories/customer-service-automation) - [Customer Success](/categories/customer-success) [Browse Live Chat Themes](/categories/live-chat/themes) ![Jeffrey Lin](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Jeffrey Lin") JL Researched and written by [Jeffrey Lin](https://research.g2.com/insights/author/jeffrey-lin) Updated 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.