# Best Live Chat Software - Page 6

## 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=2026-07-30T19%3A15%3A09Z&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%3D6&secure%5Btoken%5D=6252100b9b5ef8164b27d710f1d46bef4c4977daacf9298d0e920f3d67797a28&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)

### [eDesk](https://www.g2.com/products/edesk/reviews)

eDesk empowers eCommerce sellers to accelerate growth with AI-driven support that converts, resolves, and retains. Built on three pillars: Pre-sales Support, Streamline Support, and Build Loyalty. eDesk centralizes all customer conversations in one Smart Inbox, enabling instant, AI-powered responses and seamless issue resolution. Deliver always-on self-service, cut response times with powerful automations, and uncover opportunities with advanced reporting. Designed for fast-growing brands, eDesk helps you scale effortlessly, boost operational efficiency, and turn customer support into a powerful growth driver. Start your free 14-day trial or book a demo today!

**Average Rating:** 4.5/5.0

**Total Reviews:** 72

#### How Do G2 Users Rate eDesk?

- **Has the product been a good partner in doing business?:** 8.9/10 (Category avg: 9.1/10)
- **Lead Development:** 6.7/10 (Category avg: 8.5/10)
- **Customization :** 7.8/10 (Category avg: 8.5/10)
- **Co-Browsing:** 7.4/10 (Category avg: 8.1/10)

#### Who Is the Company Behind eDesk?

- **Seller:** [xSellco Software](https://www.g2.com/sellers/xsellco-software)
- **Company Website:** www.xsellco.com
- **HQ Location:** Dublin, Dublin
- **Twitter:** @XSellco  
246 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=4e87da3e3f67b9de93f51fc954ec72eaf1afb90205a25287387943ed52a4cb7b&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fedeskdotcom%2F&secure%5Burl_type%5D=linkedin_company_website)  
84 employees on LinkedIn®

#### Who Uses This Product?

- **Who Uses This:** Director
- **Top Industries:** Retail, Automotive
- **Company Size:** 77% Small, 14% Medium

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

_AI-generated summary from verified user reviews_

##### Pros

- Users find eDesk's **ease of use** impressive, benefiting from intuitive design and efficient, supportive assistance.
- Users highlight the **prompt and helpful customer support** from eDesk, enhancing their overall experience and efficiency.
- Users value the **efficiency** of eDesk, appreciating quick support and streamlined communication across multiple platforms.
- Users value the **time-saving centralization** of eDesk, enhancing efficiency and collaboration across customer support channels.
- Users appreciate the **time-saving template feature** of eDesk, enhancing efficiency in customer service tasks.

##### Cons

- Users find the **learning curve steep** , as advanced settings and workflows require time to master and understand.
- Users experience **ticketing issues** with filtering, automatic categorization, and duplicate ticket creation affecting their workflow.
- Users find the pricing of eDesk to be **quite steep** , making it prohibitive for smaller businesses and larger teams.
- Users find eDesk's interface **not intuitive** , requiring time to understand advanced settings and workflows effectively.
- Users find the **automatic ticket categorization frustrating** , as it complicates management and impedes workflow efficiency.

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

**["User-Friendly Setup and Excellent Support That Streamlines Customer Enquiries"](https://www.g2.com/survey_responses/edesk-review-12971636)**

**Rating:** 5.0/5.0 stars

_— Verified User in Health, Wellness and Fitness_

[Read full review](https://www.g2.com/survey_responses/edesk-review-12971636)

**["Easy Setup and Fast, Helpful Support for New eDesk Users"](https://www.g2.com/survey_responses/edesk-review-12251088)**

**Rating:** 4.5/5.0 stars

_— Angie S._

[Read full review](https://www.g2.com/survey_responses/edesk-review-12251088)

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

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

**Average Rating:** 4.7/5.0

**Total Reviews:** 28

#### How Do G2 Users Rate iAdvize?

- **Has the product been a good partner in doing business?:** 8.6/10 (Category avg: 9.1/10)
- **Lead Development:** 7.7/10 (Category avg: 8.5/10)
- **Customization :** 8.8/10 (Category avg: 8.5/10)
- **Co-Browsing:** 8.1/10 (Category avg: 8.1/10)

#### Who Is the Company Behind iAdvize?

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

#### Who Uses This Product?

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

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

_AI-generated summary from verified user reviews_

##### Pros

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

##### Cons

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

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

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

**Rating:** 4.5/5.0 stars

_— Girish J._

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

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

**Rating:** 4.0/5.0 stars

_— Jennifer G._

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

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

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

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

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

**Average Rating:** 4.8/5.0

**Total Reviews:** 78

#### How Do G2 Users Rate Twixor?

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

#### Who Is the Company Behind Twixor?

- **Seller:** [Twixor](https://www.g2.com/sellers/twixor)
- **Year Founded:** 2019
- **HQ Location:** Singapore, SG
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=d2244ac6dff87407ef881fe401d796051662fc04bc92b2ee892c2c59cfb6ce6e&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Ftwixor%2F&secure%5Burl_type%5D=linkedin_company_website)  
111 employees on LinkedIn®

#### Who Uses This Product?

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

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

_AI-generated summary from verified user reviews_

##### Pros

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

##### Cons

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

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

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

**Rating:** 4.5/5.0 stars

_— Mahmoud H._

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

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

**Rating:** 5.0/5.0 stars

_— Abhishek kumar s._

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

### [SleekFlow](https://www.g2.com/products/sleekflow/reviews)

SleekFlow is an AI Suite for Revenue-Driving Conversations. Trusted by over 2,000 enterprises across 70+ countries, we unify WhatsApp, Instagram, Messenger, SMS, Website Live Chat, Email, Call, and beyond into a complete AI operating system. At the core of SleekFlow is AgentFlow, an AI GTM workforce that learns and improves relentlessly. The platform features a unique self-healing knowledge base that observes conversational patterns and identifies data gaps, surfacing one-click fixes for human approval. Beyond automation, SleekFlow’s AI acts as an unbiased data analyst, revealing deep business insights from your real customers’ conversations. From first-click conversion to long-term retention, SleekFlow is redefining the B2C relationship and turning every conversation into a data-backed growth opportunity. Headquartered in Singapore with a global presence in Hong Kong, Malaysia, Indonesia, Brazil, the UAE and the US, SleekFlow is backed by $23.5M in funding from tier-one investors including Tiger Global, Atinum Investment, AEF Greater Bay Area Fund (managed by Gobi Partners GBA and Transcend Capital Partners) Moses Tsang (Former General Partner of Goldman Sachs Group and Chairman of Goldman Sachs (Asia) LLC) and Mars Growth Capital. For more information, visit sleekflow.io.

**Average Rating:** 4.6/5.0

**Total Reviews:** 201

#### How Do G2 Users Rate SleekFlow?

- **Has the product been a good partner in doing business?:** 8.8/10 (Category avg: 9.1/10)
- **Lead Development:** 8.5/10 (Category avg: 8.5/10)
- **Customization :** 8.3/10 (Category avg: 8.5/10)
- **Co-Browsing:** 8.1/10 (Category avg: 8.1/10)

#### Who Is the Company Behind SleekFlow?

- **Seller:** [SleekFlow](https://www.g2.com/sellers/sleekflow)
- **Company Website:** sleekflow.io
- **Year Founded:** 2019
- **HQ Location:** Singapore, SG
- **Twitter:** @sleekflow\_io  
174 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=8411beacfe8eee98ccf57a891aba99b7d1c3699783ac9d7e144d97594ebe7637&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fsleekflow&secure%5Burl_type%5D=linkedin_company_website)  
204 employees on LinkedIn®

#### Who Uses This Product?

- **Who Uses This:** Director, Founder
- **Top Industries:** Retail, Health, Wellness and Fitness
- **Company Size:** 73% Small, 20% Medium

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

_AI-generated summary from verified user reviews_

##### Pros

- Users find SleekFlow to be **very easy to implement** , thanks to helpful guidance and effective features.
- Users commend the **excellent customer support** of SleekFlow, highlighting fast responses and useful assistance for effective communication.
- Users love the **easy-to-use automation features** of SleekFlow, significantly reducing routine tasks and improving efficiency.
- Users value the **handy AI agent** of SleekFlow for efficiently qualifying leads and enhancing customer communication.
- Users find that the **time-saving automation** of SleekFlow helps them manage customer messages efficiently and effectively.

##### Cons

- Users note the **lack of essential features** in SleekFlow, wishing for improved response tracking and message management.
- Users frequently face **slow loading** issues with SleekFlow, causing frustration during message access and app performance.
- Users find the **pricing steep** for SleekFlow, especially for smaller teams, impacting accessibility and value.
- Users express concerns over **limited customization** , particularly regarding contact quotas and analytics options in SleekFlow.
- Users feel that the **limited features** of SleekFlow restrict functionality, especially for those on lower-tier plans.

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

**["Sleekflow Makes Multi-Channel Messaging and Automation Effortless."](https://www.g2.com/survey_responses/sleekflow-review-13065757)**

**Rating:** 4.5/5.0 stars

_— Sujal S._

[Read full review](https://www.g2.com/survey_responses/sleekflow-review-13065757)

**["SleekFlow Streamlined Our DMs and Boosted Productivity"](https://www.g2.com/survey_responses/sleekflow-review-12673937)**

**Rating:** 5.0/5.0 stars

_— Yik Wang C._

[Read full review](https://www.g2.com/survey_responses/sleekflow-review-12673937)

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

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

### [Enchant](https://www.g2.com/products/enchant/reviews)

Enchant is a helpdesk and knowledge base software solution.

**Average Rating:** 4.8/5.0

**Total Reviews:** 64

#### How Do G2 Users Rate Enchant?

- **Has the product been a good partner in doing business?:** 9.9/10 (Category avg: 9.1/10)
- **Lead Development:** 10.0/10 (Category avg: 8.5/10)
- **Customization :** 8.1/10 (Category avg: 8.5/10)
- **Co-Browsing:** 10.0/10 (Category avg: 8.1/10)

#### Who Is the Company Behind Enchant?

- **Seller:** [Enchant](https://www.g2.com/sellers/enchant)
- **HQ Location:** Arkansas, United States
- **Twitter:** @enchant  
110 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=f54c1d98efc6810d81265ab1308b0e15bf96f9224c4405156acea4505f17882b&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fenchant-com%2F&secure%5Burl_type%5D=linkedin_company_website)  
6 employees on LinkedIn®

#### Who Uses This Product?

- **Who Uses This:** Director
- **Top Industries:** Retail, Computer Software
- **Company Size:** 83% Small, 12% Medium

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

**["Powerful, Low-Cost Customer Communication Tool with Responsive Support"](https://www.g2.com/survey_responses/enchant-review-12719803)**

**Rating:** 4.5/5.0 stars

_— James C._

[Read full review](https://www.g2.com/survey_responses/enchant-review-12719803)

**["Easy Shared Inboxes, Fast Support, and Great Value for Small Businesses"](https://www.g2.com/survey_responses/enchant-review-12716833)**

**Rating:** 5.0/5.0 stars

_— Douglas W._

[Read full review](https://www.g2.com/survey_responses/enchant-review-12716833)

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

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

### [Help Scout](https://www.g2.com/products/help-scout/reviews)

Help Scout is the go-to support platform for growing businesses. It's quick to set up, easy to use, and allows teams to manage all support interactions—whether through email, live chat, social media, or self-service—in one unified platform. With advanced tools for collaboration and organization, teams using Help Scout are able to assist 52% more customers. Those who take advantage of our AI features see an additional 36% boost in productivity. Plus, you can build help centers and embed support options directly on your website or app, giving customers instant answers and reducing support volume by 30%. It's no wonder Help Scout is a favorite among support professionals and customers. You can get started in just 15 minutes and become a power user within a day. Teams using Help Scout achieve 25% higher CSAT scores than the industry average and consistently surpass their metrics, helping more customers while delivering exceptional service.

**Average Rating:** 4.4/5.0

**Total Reviews:** 418

#### How Do G2 Users Rate Help Scout?

- **Has the product been a good partner in doing business?:** 9.1/10 (Category avg: 9.1/10)
- **Lead Development:** 7.9/10 (Category avg: 8.5/10)
- **Customization :** 7.7/10 (Category avg: 8.5/10)
- **Co-Browsing:** 9.1/10 (Category avg: 8.1/10)

#### Who Is the Company Behind Help Scout?

- **Seller:** [Help Scout](https://www.g2.com/sellers/help-scout)
- **Company Website:** www.helpscout.com
- **Year Founded:** 2011
- **HQ Location:** Boston, MA
- **Twitter:** @helpscout  
11,601 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=73743eedbaa9fb84461526de8a8e367ccbdc000e89a8f75ae3ebc9983543351a&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F1447019%2F&secure%5Burl_type%5D=linkedin_company_website)  
291 employees on LinkedIn®

#### Who Uses This Product?

- **Who Uses This:** Customer Success Manager, CEO
- **Top Industries:** Computer Software, Information Technology and Services
- **Company Size:** 60% Small, 33% Medium

#### What Do G2 Reviewers Say About Help Scout?

_AI-generated summary from verified user reviews_

##### Pros

- Users appreciate the **ease of use** with Help Scout, finding navigation intuitive and support integration seamless.
- Users value the **responsive technical support** and continual updates, enhancing their experience with helpful new features.
- Users value the **helpful support** from Help Scout, appreciating constant updates and responsive feature requests.
- Users value the **responsive customer support** from Help Scout, enhancing their overall service experience over the years.
- Users love the **knowledge base accessibility** of Help Scout, enabling customers to find solutions independently.

##### Cons

- Users find Help Scout's **limited features** frustrating, especially for advanced reporting and customization needs.
- Users find Help Scout's **limited features** restrictive, especially regarding analytics, customization, and chat availability.
- Users desire **more advanced features** in Help Scout, such as enhanced collaboration and better search functionalities.
- Users find the **limited customization** options of Help Scout restrictive, impacting their ability to tailor the experience.
- Users find the **limited functionality** of Help Scout restrictive, desiring more advanced features and better content management options.

#### What Are Recent G2 Reviews of Help Scout?

**["Seamless, Human-Like Support Emails with Strong Behind-the-Scenes Collaboration"](https://www.g2.com/survey_responses/help-scout-review-12844841)**

**Rating:** 4.0/5.0 stars

_— Afzal M._

[Read full review](https://www.g2.com/survey_responses/help-scout-review-12844841)

**["Customer Context at a Glance with Human, Efficient Workflows"](https://www.g2.com/survey_responses/help-scout-review-12639419)**

**Rating:** 4.0/5.0 stars

_— Noxy P._

[Read full review](https://www.g2.com/survey_responses/help-scout-review-12639419)

#### What Are G2 Users Discussing About Help Scout?

- [What is Help Scout used for?](https://www.g2.com/discussions/what-is-help-scout-used-for)
- [Is Helpscout a CRM?](https://www.g2.com/discussions/is-helpscout-a-crm) - 1 comment
- [What should I look for in a ticketing system?](https://www.g2.com/discussions/what-should-i-look-for-in-a-ticketing-system) - 2 comments
- [What is customer support software?](https://www.g2.com/discussions/what-is-customer-support-software) - 1 comment
- [What is help scout?](https://www.g2.com/discussions/what-is-help-scout) - 1 comment

### [Talkative](https://www.g2.com/products/talkative/reviews)

Talkative provides contact centre leaders with a secure, AI customer service solution that’s always evolving, infinitely scalable, and delivers value fast. We help customer service, support, and sales teams deliver fast, scalable, and brand-consistent service - across voice, chat, messaging, and more. With Talkative, you get LLM-powered voice AI and chatbots, AI-enhanced live chat and messaging (including WhatsApp, Facebook Messenger, and SMS), and powerful agent assist tools - all connected through one flexible platform that integrates seamlessly with your CRM and contact centre systems. Trained on your knowledge base and customisable to your brand, Talkative’s prompt-based AI delivers multilingual, compliant support at scale - while ensuring smooth handovers to human agents when needed. Trusted by leading organisations like Healthspan, Bugaboo, Claridge’s, PayPoint, and Lululemon, Talkative has helped customers achieve: - Up to 90% containment on AI conversations - 89% CSAT for AI interactions - 39% increase in average order value Whether you’re looking to improve efficiency, reduce costs, or deliver exceptional CX, Talkative gives your teams the AI tools to thrive.

**Average Rating:** 5.0/5.0

**Total Reviews:** 24

#### How Do G2 Users Rate Talkative?

- **Has the product been a good partner in doing business?:** 10.0/10 (Category avg: 9.1/10)
- **Lead Development:** 8.6/10 (Category avg: 8.5/10)
- **Customization :** 8.8/10 (Category avg: 8.5/10)
- **Co-Browsing:** 8.8/10 (Category avg: 8.1/10)

#### Who Is the Company Behind Talkative?

- **Seller:** [Talkative](https://www.g2.com/sellers/talkative)
- **HQ Location:** Newport, Wales
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=e462c71d6751c30bb30a36399a2611941ceb7e040cd3e9dba86158c70d126b70&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Ftalkativeuk%2F&secure%5Burl_type%5D=linkedin_company_website)  
30 employees on LinkedIn®

#### Who Uses This Product?

- **Company Size:** 54% Medium, 29% Small

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

_AI-generated summary from verified user reviews_

##### Pros

- Users praise the **responsive customer support** for its clarity, dedication, and significant assistance during setup.
- Users find Talkative's support to be **extremely helpful** , ensuring a smooth setup and integration experience.
- Users commend the **easy setup** of Talkative, appreciating clear guidance and swift integration without downtime.
- Users find Talkative's **AI efficiency** impressive, with quick setup and responsiveness enhancing their chatbot experience.
- Users praise the **responsiveness** of Talkative, enhancing their experience with the AI-enabled chatbot setup.

##### Cons

- Users find the **initial setup daunting** , though the logical breakdown into modules helps ease the process.
- Users find the initial **difficult setup** challenging, despite a logical breakdown into smaller modules for guidance.

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

**["Great experience so far"](https://www.g2.com/survey_responses/talkative-review-10978062)**

**Rating:** 5.0/5.0 stars

_— Mike B._

[Read full review](https://www.g2.com/survey_responses/talkative-review-10978062)

**["Exceptional Customization and Stellar Support"](https://www.g2.com/survey_responses/talkative-review-13096226)**

**Rating:** 5.0/5.0 stars

_— Verified User_

[Read full review](https://www.g2.com/survey_responses/talkative-review-13096226)

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

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

### [Customers.ai](https://www.g2.com/products/customers-ai/reviews)

Customers.ai is a powerful ecommerce solution that helps you identify your website visitors and reconnect with them through email and ads. It turns anonymous visitors into real leads by capturing and enriching their identity data and restoring lost Facebook ad audiences. Customers.ai helps you engage your website visitors by tracking the customer journey, segmenting high-intent audiences, and ensuring emails reach the right people with the right message. Plus, it works seamlessly with popular tools like Klaviyo, SendGrid, Salesforce, and HighLevel. Trusted by over 100,000 businesses worldwide, including ecommerce and DTC brands, Customers.ai is helping marketers connect with their audience and drive results.

**Average Rating:** 4.8/5.0

**Total Reviews:** 417

#### How Do G2 Users Rate Customers.ai?

- **Has the product been a good partner in doing business?:** 9.6/10 (Category avg: 9.1/10)
- **Lead Development:** 9.6/10 (Category avg: 8.5/10)
- **Customization :** 9.8/10 (Category avg: 8.5/10)
- **Co-Browsing:** 9.7/10 (Category avg: 8.1/10)

#### Who Is the Company Behind Customers.ai?

- **Seller:** [Customers.ai](https://www.g2.com/sellers/customers-ai)
- **Year Founded:** 2018
- **HQ Location:** Boston, Massachusetts
- **Twitter:** @CustomersAI  
6,121 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=4d479ef1d1defa4e7dff0784b63d8e976d72e906eaf5efbe5d58fac7d0ed3413&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F17975060%2F&secure%5Burl_type%5D=linkedin_company_website)  
38 employees on LinkedIn®

#### Who Uses This Product?

- **Who Uses This:** Founder, Owner
- **Top Industries:** Marketing and Advertising, Information Technology and Services
- **Company Size:** 79% Small, 17% Medium

#### What Do G2 Reviewers Say About Customers.ai?

_AI-generated summary from verified user reviews_

##### Pros

- Users love the **ease of collaboration** in Customers.ai, effectively enhancing sales and marketing synergy through insightful data.
- Users find Customers.ai to be **incredibly helpful** for sales and marketing collaboration, enhancing lead targeting and efficiency.
- Users find Customers.ai to be **extremely easy to use** , enabling quick adoption and effective team training.
- Users appreciate the **lead generation capabilities** of Customers.ai, enhancing their understanding of customer journeys and engagement.
- Users praise the **responsive customer service** of Customers.ai, which enhances their experience and support.

##### Cons

- Users find the **learning curve steep** , requiring time and support to fully grasp the platform's features.
- Users find the **learning difficulty** challenging, especially with setup and understanding new features integration.
- Users report **poor customer support** when resolving issues, impacting their overall experience with Customers.ai.
- Users find the **steep learning curve** challenging, requiring time to fully understand and integrate the system.
- Users express concern over the **high costs** of Customers.ai, citing inflating pricing for underperforming services.

#### What Are Recent G2 Reviews of Customers.ai?

**["Killer data quality and a big jump in sales"](https://www.g2.com/survey_responses/customers-ai-review-10924030)**

**Rating:** 5.0/5.0 stars

_— Eibee S._

[Read full review](https://www.g2.com/survey_responses/customers-ai-review-10924030)

**["A Huge Improvement In How We Handle Leads"](https://www.g2.com/survey_responses/customers-ai-review-10922963)**

**Rating:** 5.0/5.0 stars

_— carl nino luis g._

[Read full review](https://www.g2.com/survey_responses/customers-ai-review-10922963)

#### What Are G2 Users Discussing About Customers.ai?

- [What is MobileMonkey used for?](https://www.g2.com/discussions/what-is-mobilemonkey-used-for) - 1 comment
- [What features should a chatbot have?](https://www.g2.com/discussions/mobilemonkey-what-features-should-a-chatbot-have)
- [How does mobile monkey work?](https://www.g2.com/discussions/how-does-mobile-monkey-work)
- [Is mobile monkey free?](https://www.g2.com/discussions/is-mobile-monkey-free) - 2 comments
- [What is MobileMonkey chat?](https://www.g2.com/discussions/what-is-mobilemonkey-chat) - 4 comments

### [Salesmsg](https://www.g2.com/products/salesmsg/reviews)

𝗦𝗮𝗹𝗲𝘀𝗺𝘀𝗴 𝗶𝘀 𝘁𝗵𝗲 𝗰𝗼𝗻𝘃𝗲𝗿𝘀𝗮𝘁𝗶𝗼𝗻 𝗽𝗹𝗮𝘁𝗳𝗼𝗿𝗺 𝘁𝗵𝗮𝘁 𝗺𝗮𝗸𝗲𝘀 𝗲𝘃𝗲𝗿𝘆 𝗰𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗶𝗻𝘁𝗲𝗿𝗮𝗰𝘁𝗶𝗼𝗻 𝘃𝗶𝘀𝗶𝗯𝗹𝗲, 𝘁𝗿𝗮𝗰𝗸𝗮𝗯𝗹𝗲, 𝗮𝗻𝗱 𝗽𝗿𝗼𝗳𝗲𝘀𝘀𝗶𝗼𝗻𝗮𝗹: 𝗳𝗿𝗼𝗺 𝘁𝗵𝗲 𝗳𝗶𝗿𝘀𝘁 𝘁𝗲𝘅𝘁 𝘁𝗼 𝗮 𝗹𝗶𝗳𝗲𝗹𝗼𝗻𝗴 𝗰𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗿𝗲𝗹𝗮𝘁𝗶𝗼𝗻𝘀𝗵𝗶𝗽. Sales closes faster when every lead gets a response in under 60 seconds. Marketing runs SMS campaigns that actually get read, with a 98% open rate. Support handles more conversations without adding headcount. AI Agents work across every team and every stage of the funnel, responding, qualifying, routing, and following up automatically. It runs inside your CRM. Every text and call logs to the contact record automatically. Your team stays accountable and every manager sees exactly what's happening. What Salesmsg can do for your team: • Sales: automated first response, shared inbox, full rep visibility • Marketing: broadcasts, segmented campaigns, CRM-triggered sequences • Support: AI Agents that handle inbound 24/7, escalate when needed Real Results: • Cut daily recruiting work from 4 hours to 30 minutes with AI qualification • Dropped average lead response time from 27 to 21 minutes • Grew reps hitting quota from 3 to 13 after adding conversation visibility • 88% lift in response rate with AI Agents vs. manual follow-up Real conversations. Real results. That's how your team builds lasting customer relationships with Salesmsg.

**Average Rating:** 4.7/5.0

**Total Reviews:** 406

#### How Do G2 Users Rate Salesmsg?

- **Has the product been a good partner in doing business?:** 9.6/10 (Category avg: 9.1/10)
- **Lead Development:** 9.4/10 (Category avg: 8.5/10)

#### Who Is the Company Behind Salesmsg?

- **Seller:** [Salesmsg](https://www.g2.com/sellers/salesmsg)
- **Company Website:** www.SalesMessage.com
- **Year Founded:** 2017
- **HQ Location:** Delray Beach, FL
- **Twitter:** @salesmsg  
148 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=475df0982f2442bf884ac60a7e5d995cedc9b15c31dd7eb3bbb5200a18ffaf70&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fsalesmsg%2F&secure%5Burl_type%5D=linkedin_company_website)  
44 employees on LinkedIn®

#### Who Uses This Product?

- **Who Uses This:** Owner, Sales
- **Top Industries:** Health, Wellness and Fitness, Real Estate
- **Company Size:** 68% Small, 27% Medium

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

_AI-generated summary from verified user reviews_

##### Pros

- Users praise the **ease of use** of Salesmsg, finding it intuitive and convenient for patient communication.
- Users find Salesmsg to facilitate **easy communication** , allowing effective interaction without disturbing patients too much.
- Users value the **easy integration** with HubSpot, enhancing communication and workflow efficiency in their sales processes.
- Users value the **seamless integration** of Salesmsg with HubSpot, enhancing communication and support efficiency.
- Users value the **responsive customer support** of Salesmsg, enhancing their overall experience and resolution of issues.

##### Cons

- Users desire a **dark mode** and the ability to upload **large images** , noting these missing features improve usability.
- Users experience **messaging issues** with delivery and limitations, impacting their overall texting experience.
- Users experience **sending issues** with blank panels and lack of feedback on message delivery, impacting usability.
- Users report **SMS delivery issues** that can delay message viewing and cause unexpected calls during outgoing texts.
- Users find the **slow loading** of the mobile app frustrating, often leading to reliance on the desktop version.

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

**["Salesmsg’s Intuitive Interface Makes Getting Started Effortless"](https://www.g2.com/survey_responses/salesmsg-review-12949481)**

**Rating:** 4.0/5.0 stars

_— Hannah G._

[Read full review](https://www.g2.com/survey_responses/salesmsg-review-12949481)

**["Easy-to-Navigate Platform with Regular Updates and Standout Support"](https://www.g2.com/survey_responses/salesmsg-review-12509445)**

**Rating:** 5.0/5.0 stars

_— Verified User in Retail_

[Read full review](https://www.g2.com/survey_responses/salesmsg-review-12509445)

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

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

### [CallRail](https://www.g2.com/products/callrail/reviews)

CallRail is the lead engagement platform that makes it easy for businesses to attract more leads, convert more customers, and optimize their marketing. Serving more than 220,000 businesses worldwide, CallRail’s AI-powered solutions help businesses attribute each call, text, chat and form to their marketing journey, use insights from their conversations to better understand their buyers, and eliminate missed opportunities with AI that can handle lead interactions 24/7.

**Average Rating:** 4.5/5.0

**Total Reviews:** 1,738

#### How Do G2 Users Rate CallRail?

- **Has the product been a good partner in doing business?:** 9.2/10 (Category avg: 9.1/10)
- **Lead Development:** 8.8/10 (Category avg: 8.5/10)
- **Customization :** 6.8/10 (Category avg: 8.5/10)
- **Co-Browsing:** 6.3/10 (Category avg: 8.1/10)

#### Who Is the Company Behind CallRail?

- **Seller:** [CallRail](https://www.g2.com/sellers/callrail)
- **Company Website:** www.callrail.com
- **Year Founded:** 2011
- **HQ Location:** Atlanta, GA
- **Twitter:** @CallRail  
6,067 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=82fca7a26343309ac83a51e2c155ddd9ac6130b3ba2b4b54bc117ccc56375be6&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F2567008%2F&secure%5Burl_type%5D=linkedin_company_website)  
353 employees on LinkedIn®

#### Who Uses This Product?

- **Who Uses This:** Owner, CEO
- **Top Industries:** Marketing and Advertising, Real Estate
- **Company Size:** 73% Small, 22% Medium

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

_AI-generated summary from verified user reviews_

##### Pros

- Users appreciate the **ease of use** of CallRail, which simplifies call management and improves tracking efficiency.
- Users appreciate the **ease of use and effective tracking features** of CallRail, enhancing call management and campaign visibility.
- Users value the **detailed call tracking** capabilities of CallRail, providing clear insights into effective marketing campaigns.
- Users love the **insightful tracking capabilities** of CallRail, enabling clear campaign analysis and improved marketing strategies.
- Users value the **attribution accuracy** of CallRail, which effectively links calls to specific marketing efforts for better insights.

##### Cons

- Users find the lack of **group text messaging and outbound call recording** frustrating and limiting for their needs.
- Users experience **integration issues** with CallRail, particularly with niche CRMs and patient management software connections.
- Users find the **learning curve steep** due to unclear navigation and insufficient support for less common features.
- Users experience **call issues** with delays in call reflections and unhelpful customer support during integration challenges.
- Users often face **number issues** , including spam calls and concerns about billing based on call minutes.

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

**["Voice Assist Is a Game Changer—Clean UI, Smooth Integrations, Solid Performance"](https://www.g2.com/survey_responses/callrail-review-12646622)**

**Rating:** 4.5/5.0 stars

_— Manind G._

[Read full review](https://www.g2.com/survey_responses/callrail-review-12646622)

**["CallRail Makes Media Tracking and AI Automation Easy"](https://www.g2.com/survey_responses/callrail-review-13124220)**

**Rating:** 4.0/5.0 stars

_— Michael S._

[Read full review](https://www.g2.com/survey_responses/callrail-review-13124220)

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

- [I'm new to CallRail and can't figure out how to integrate it with my marketing analytics. Any guidance?](https://www.g2.com/discussions/i-m-new-to-callrail-and-can-t-figure-out-how-to-integrate-it-with-my-marketing-analytics-any-guidance)
- [What is CallRail used for?](https://www.g2.com/discussions/callrail-what-is-callrail-used-for)
- [How do I temporarily disable Chrome Remote Desktop?](https://www.g2.com/discussions/how-do-i-temporarily-disable-chrome-remote-desktop)
- [How do I cancel CallRail?](https://www.g2.com/discussions/how-do-i-cancel-callrail) - 1 comment
- [Is CallRail free?](https://www.g2.com/discussions/is-callrail-free) - 2 comments

### [Ozonetel](https://www.g2.com/products/ozonetel/reviews)

Ozonetel is an industry-leading provider of a unified customer experience intelligence (oneCXi) platform that empowers businesses of all sizes to engage, convert, and retain customers at scale. The all-in-one cloud-native platform brings together inbound and outbound contact center operations, AI-driven engagement, and workforce optimization, combining scalability, security, and intelligence to power exceptional customer experiences. It enables teams to deliver faster, smarter, and more personalized interactions across every touchpoint. With a proven record of: • Accelerating sales by 50%, • Increasing customer lifetime value by 280% • Reducing operational costs by up to 50% • Improving retention by 60% Ozonetel provides businesses end-to-end visibility, advanced call management, and complete control over the customer journey. Ozonetel powers over 3,500 businesses globally, including top brands such as HDFC Bank, HDB Financial Services, Angel One, TVS Motor, Nykaa, Lenskart, JD Power, Tata 1mg, Niva Bupa, and Fitness First (Landmark Group) helping them deliver exceptional experiences. The platform handles more than 7 billion customer interactions annually, enabling 300,000+ daily agent logins across 150 countries.

**Average Rating:** 4.6/5.0

**Total Reviews:** 621

#### How Do G2 Users Rate Ozonetel?

- **Has the product been a good partner in doing business?:** 9.2/10 (Category avg: 9.1/10)
- **Lead Development:** 8.9/10 (Category avg: 8.5/10)
- **Customization :** 8.7/10 (Category avg: 8.5/10)
- **Co-Browsing:** 8.6/10 (Category avg: 8.1/10)

#### Who Is the Company Behind Ozonetel?

- **Seller:** [Ozonetel](https://www.g2.com/sellers/ozonetel)
- **Company Website:** www.ozonetel.com
- **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®

#### Who Uses This Product?

- **Who Uses This:** Associate, Assistant Manager
- **Top Industries:** Financial Services, Hospital & Health Care
- **Company Size:** 62% Medium, 28% Small

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

_AI-generated summary from verified user reviews_

##### Pros

- Users find Ozonetel's **ease of use** remarkable, enabling quick setup and convenient management of calls and recordings.
- Users value Ozonetel's **versatile call handling features** , enjoying convenience in managing both inbound and outbound communications.
- Users value the **effective call management** in Ozonetel, enhancing their ability to handle customer inquiries with ease.
- Users value the **excellent call quality** of Ozonetel, ensuring smooth communication and efficient call management.
- Users praise the **excellent customer support** of Ozonetel, highlighting its seamless integration and user-friendly navigation.

##### Cons

- Users find **call issues** such as delays and drops frustrating, impacting the overall customer experience.
- Users experience **connection issues** that lead to delays and unreliable support, impacting their overall experience with Ozonetel.
- Users experience **call connectivity issues** , including voice problems and delays, impacting the overall functionality of Ozonetel.
- Users often experience **connectivity issues** with Ozonetel, including long wait times and frequent disconnections during calls.
- Users experience **technical issues** like voice problems and call drops, affecting the overall functionality and experience.

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

**["We get good support from Ozonetel"](https://www.g2.com/survey_responses/ozonetel-review-8823228)**

**Rating:** 5.0/5.0 stars

_— Kishore K._

[Read full review](https://www.g2.com/survey_responses/ozonetel-review-8823228)

**["User friendly and helps in tracking the calling minutes"](https://www.g2.com/survey_responses/ozonetel-review-8889793)**

**Rating:** 5.0/5.0 stars

_— Lakshmi M._

[Read full review](https://www.g2.com/survey_responses/ozonetel-review-8889793)

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

- [What is Ozonetel CloudAgent used for?](https://www.g2.com/discussions/what-is-ozonetel-cloudagent-used-for) - 2 comments

### [Puzzel CX Platform](https://www.g2.com/products/puzzel-cx-platform/reviews)

Puzzel is a leading European provider of cloud contact centre solutions, offering a customer-centric, AI-powered CX ecosystem designed to give organisations full control and visibility over the entire customer journey. In a world where contact centres face increasing pressure from agent attrition, rising customer expectations, and growing operational costs, many leaders find themselves stuck with outdated systems and disconnected tools. Puzzel changes that by: \* Unifying Processes \* Centralising Data \* Automating Routine Tasks \* Scaling Flexibly To meet modern customer service demands — helping CX teams deliver faster, more consistent, and more personalised support. Puzzel’s AI-driven platform brings together a powerful set of solutions, including a fully integrated: \* Omnichannel Cloud Contact Centre \* Conversational Intelligence to analyse customer interactions and uncover actionable insights \* Virtual Agents across - Chat - Email - Voice \* Workforce Management to optimise: - Scheduling - Forecasting - Agent engagement We believe in striking the right balance between smart technology and the human touch. Our solutions are built to empower CX teams with the right information, tools and support to work more efficiently, focus their time where it matters most: on the meaningful, high-value conversations that strengthen customer loyalty. With Puzzel, businesses can do more with less. Our customers reduce: \* Manual Admin \* Improve First-Contact Resolution \* Elevate Agent and Customer Experiences Organisations using Puzzel have reported up to 278% ROI, demonstrating the measurable value of smart, scalable, people-focused customer service. Hundreds of organisations across Europe rely on Puzzel to help them simplify operations, support their teams, and deliver better customer experiences every day.

**Average Rating:** 4.6/5.0

**Total Reviews:** 151

#### How Do G2 Users Rate Puzzel CX Platform?

- **Has the product been a good partner in doing business?:** 9.1/10 (Category avg: 9.1/10)
- **Lead Development:** 6.7/10 (Category avg: 8.5/10)
- **Customization :** 8.6/10 (Category avg: 8.5/10)
- **Co-Browsing:** 5.8/10 (Category avg: 8.1/10)

#### Who Is the Company Behind Puzzel CX Platform?

- **Seller:** [Puzzel](https://www.g2.com/sellers/puzzel)
- **Company Website:** www.puzzel.com
- **HQ Location:** Alna District, Oslo
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=f3a151c30ae2dad0f49305ff2d60d2cf5b624533213350b418d5b1b954b47904&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F18006024&secure%5Burl_type%5D=linkedin_company_website)  
345 employees on LinkedIn®

#### Who Uses This Product?

- **Top Industries:** Telecommunications, Oil & Energy
- **Company Size:** 51% Medium, 24% Small

#### What Do G2 Reviewers Say About Puzzel CX Platform?

_AI-generated summary from verified user reviews_

##### Pros

- Users praise the **ease of use** of Puzzel CX Platform, highlighting its simple interface and user-friendly call management.
- Users commend Puzzel CX Platform for its **reliable and flexible contact centre solution** , enhancing performance in regulated environments.
- Users praise the **responsive customer support** from Puzzel, highlighting quick assistance that enhances their operational efficiency.
- Users commend the **high efficiency** of Puzzel CX Platform, enabling effective management and insightful performance monitoring.
- Users commend the **user-friendly interface** of Puzzel CX Platform, which effectively balances simplicity with robust functionality.

##### Cons

- Users express concerns about **missing features** , including limited data insights and insufficient customization options for specific needs.
- Users find the **limited customization** options restrict their data insights and affect overall platform effectiveness.
- Users find the **complexity of setup and configuration** challenging, especially with permissions and reporting features.
- Users find the **learning curve challenging** , requiring time to effectively utilize the Puzzel CX Platform's features.
- Users find the **reporting capabilities inadequate** , requiring external tools for effective data analysis and custom reports.

#### What Are Recent G2 Reviews of Puzzel CX Platform?

**["Comprehensive Platform with Room for Improvement"](https://www.g2.com/survey_responses/puzzel-cx-platform-review-13062826)**

**Rating:** 4.0/5.0 stars

_— Verified User_

[Read full review](https://www.g2.com/survey_responses/puzzel-cx-platform-review-13062826)

**["Puzzel: Rapid, flexible deployments that adapt to changing requirements"](https://www.g2.com/survey_responses/puzzel-cx-platform-review-13048747)**

**Rating:** 4.5/5.0 stars

_— Joe T._

[Read full review](https://www.g2.com/survey_responses/puzzel-cx-platform-review-13048747)

### [Text](https://www.g2.com/products/text-text/reviews)

Text is an AI-first customer service platform built for ecommerce and digital-first businesses that want to grow volume without growing the team. The idea behind it is simple: your support team is already your biggest sales channel. And now there's a way to unlock it. 🛒 AI that doesn't just support - it sells AI agents and human agents share one inbox. But unlike most platforms, the AI doesn't just answer questions and close chats. It: • detects checkout hesitation and steps in with the right offer; • spots buying signals hiding in routine inquiries • qualifies leads, captures details, and hands your team warm conversations with full context The result? Your support becomes the place where revenue happens. 💡 74% resolution rate, around the clock The AI agent works 24/7, resolving repetitive queries end-to-end - order status, returns, FAQs, product specs - all grounded in your own knowledge base. And it's good at it: 74% resolution rate versus 59% industry average. When no one's online, it keeps working: • capturing leads • qualifying visitors • collecting what your team needs for a meaningful follow-up When your team's back, it shifts gears - triaging by intent and routing high-value conversations to the right person. 📡 Every channel, one inbox One omnichannel inbox covers chat, email, Messenger, SMS, and more. Full conversation history, customer context, and Shopify order data visible per contact. Tickets and chats unified with shared tagging and routing. 🤖 Automation at every level Workflows handle tagging, routing, follow-ups, and notifications - connected to HubSpot, Shopify, Slack, and more. AI agents resolve conversations autonomously, with custom skills you define in plain language. Copilot assists your human agents with reply suggestions and summaries. You stay in control: tone, answer length, language - all configurable per AI agent. Conversations can be supervised in real time, with human takeover at any point.. 🌍 Minutes to set up. Built to scale. Whether you're a growing ecommerce brand or a digital-first team scaling fast - setup takes minutes. Point the AI at your website and it's handling conversations the same day. Trusted by over 35,000 companies including Unilever, Wembley Stadium, and MIT. 🔒 Built for enterprise trust and security • SOC 2 audited • GDPR compliant • CCPA compliant • PCI DSS certified Start your free 14-day trial today and see how Text transforms support into measurable ROI. No credit card required.

**Average Rating:** 4.1/5.0

**Total Reviews:** 11

#### How Do G2 Users Rate Text?

- **Has the product been a good partner in doing business?:** 8.3/10 (Category avg: 9.1/10)
- **Lead Development:** 7.5/10 (Category avg: 8.5/10)
- **Customization :** 10.0/10 (Category avg: 8.5/10)
- **Co-Browsing:** 7.5/10 (Category avg: 8.1/10)

#### Who Is the Company Behind Text?

- **Seller:** [Text](https://www.g2.com/sellers/text)
- **Company Website:** www.text.com
- **Year Founded:** 2002
- **HQ Location:** Boston, MA, USA
- **Twitter:** @text\_hq  
150 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=135d41e78736ea09e7a0dae6252643ecbd494b7104da672504281f4199c28450&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Ftext%2F&secure%5Burl_type%5D=linkedin_company_website)  
381 employees on LinkedIn®

#### Who Uses This Product?

- **Company Size:** 75% Small, 42% Medium

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

_AI-generated summary from verified user reviews_

##### Pros

- Users enjoy the **simplicity and helpful Copilot feature** , enhancing their ability to quickly access needed information.
- Users appreciate the **simplicity of call management** , finding it easy to navigate and utilize effectively.
- Users appreciate the **simplicity of the layout** , finding it helpful, especially with the Copilot feature.
- Users appreciate the **ease of use** , finding the layout simple and helpful to navigate for information.
- Users appreciate the **simple layout and helpful notification options** , with Copilot being a favorite for quick information access.

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

**["​​We stopped losing sales at the finish line"](https://www.g2.com/survey_responses/text-review-12471308)**

**Rating:** 5.0/5.0 stars

_— Jerry H._

[Read full review](https://www.g2.com/survey_responses/text-review-12471308)

**["Integrated Tickets & Live Chat with Great Canned Responses and Smart Notifications"](https://www.g2.com/survey_responses/text-review-12908204)**

**Rating:** 4.0/5.0 stars

_— Hussein M._

[Read full review](https://www.g2.com/survey_responses/text-review-12908204)

### [DevRev](https://www.g2.com/products/devrev-devrev/reviews)

DevRev Computer is an AI-powered work platform that connects structured data (CRM records, tickets, log data) and unstructured data (documents, emails, meeting notes) into a unified knowledge graph. Data is synced from existing tools through a connector layer called AirSync. Computer searches across all connected systems, takes actions on behalf of users, automates workflows, and generates insights grounded in business context. It supports automated ticket resolution, customer account research, sales pipeline analysis, and cross-team reporting through purpose-built apps and custom AI agents. Available as a desktop app, mobile app, and browser interface.

**Average Rating:** 4.3/5.0

**Total Reviews:** 209

#### How Do G2 Users Rate DevRev?

- **Has the product been a good partner in doing business?:** 9.2/10 (Category avg: 9.1/10)
- **Lead Development:** 7.2/10 (Category avg: 8.5/10)
- **Customization :** 7.8/10 (Category avg: 8.5/10)
- **Co-Browsing:** 7.7/10 (Category avg: 8.1/10)

#### Who Is the Company Behind DevRev?

- **Seller:** [DevRev](https://www.g2.com/sellers/devrev)
- **Company Website:** devrev.ai
- **Year Founded:** 2020
- **HQ Location:** Palo Alto, CA
- **Twitter:** @devrev  
3,269 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=7ff75e6c27a7ab7e34d90b81a332d186bba82f1668a3e24d029651d41f934d4b&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fdevrev%2F&secure%5Burl_type%5D=linkedin_company_website)  
937 employees on LinkedIn®

#### Who Uses This Product?

- **Who Uses This:** HR Specialist, Product Manager
- **Top Industries:** Computer Software, Financial Services
- **Company Size:** 54% Medium, 33% Small

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

_AI-generated summary from verified user reviews_

##### Pros

- Users appreciate the **ease of use** of DevRev, noting its user-friendly interface and seamless navigation.
- Users commend the **efficiency** of DevRev, noting its rapid navigation and responsiveness enhances their support experience.
- Users appreciate the **intuitive and powerful features** of DevRev, enhancing communication and operational efficiency across teams.
- Users commend DevRev's **intuitive platform** , seamless communication, flexible workflows, and responsive support team, enhancing overall productivity.
- Users value the **robust functionality and insightful analytics** of DevRev, enhancing their customer engagement experience.

##### Cons

- Users find several **missing features** in DevRev, particularly around automation, reporting, and cohort creation.
- Users note the **limited features** of DevRev, which restricts automation, reporting, and user flow analysis capabilities.
- Users find a **lack of features** in DevRev, impacting automation and reporting capabilities, but improvements are noted.
- Users find the **learning curve steep** , making it challenging for non-tech individuals to navigate DevRev effectively.
- Users find the product **not intuitive** , making it challenging for non-tech teams to navigate and utilize effectively.

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

**["Powerful Traceability, Though Weighed Down by Complex Onboarding"](https://www.g2.com/survey_responses/devrev-review-12756836)**

**Rating:** 4.0/5.0 stars

_— Tushar M._

[Read full review](https://www.g2.com/survey_responses/devrev-review-12756836)

**["Great customer support agent and good set of connectors and nodes in workflow builder."](https://www.g2.com/survey_responses/devrev-review-10455174)**

**Rating:** 4.5/5.0 stars

_— Vinod K._

[Read full review](https://www.g2.com/survey_responses/devrev-review-10455174)

### [Interakt](https://www.g2.com/products/haptik-interakt/reviews)

Launched in 2020, Interakt is a full-stack conversational marketing, sales, and support platform built on top of official WhatsApp Business APIs. Over 10,000 businesses across the globe trust Interakt to reduce CAC, improve customer LTV, and drive repeat purchases. The platform is built on the same technology that powered the Indian government’s MyGOV COVID Bot on WhatsApp, which handled 150 million users and 600 million messages. Additionally, it brought the world the first-ever end-to-end, immersive shopping experience on WhatsApp for Jio Mart. This achievement earned recognition from Mr. Mark Zuckerberg himself.

**Average Rating:** 4.5/5.0

**Total Reviews:** 68

#### How Do G2 Users Rate Interakt?

- **Has the product been a good partner in doing business?:** 9.2/10 (Category avg: 9.1/10)
- **Lead Development:** 8.8/10 (Category avg: 8.5/10)
- **Customization :** 7.9/10 (Category avg: 8.5/10)
- **Co-Browsing:** 7.4/10 (Category avg: 8.1/10)

#### Who Is the Company Behind Interakt?

- **Seller:** [Haptik](https://www.g2.com/sellers/haptik)
- **Year Founded:** 2013
- **HQ Location:** New York, US
- **Twitter:** @haptik  
5,970 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=9850b7887d231c0d1cea07e39676b6bb9388d2b4d2b9ae7cc7a20f468add33c9&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fhaptik-inc%2F&secure%5Burl_type%5D=linkedin_company_website)  
309 employees on LinkedIn®

#### Who Uses This Product?

- **Top Industries:** Apparel & Fashion, Marketing and Advertising
- **Company Size:** 65% Small, 28% Medium

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

_AI-generated summary from verified user reviews_

##### Pros

- Users find Interakt to be **easy to use** , enabling efficient communication and management through its user-friendly platform.
- Users find Interakt to be **incredibly helpful** for team communication and client interaction automation.
- Users love the **ease of automation** in Interakt, enhancing their WhatsApp campaigns and customer interactions.
- Users value the **easy campaign setup** in Interakt, benefiting from simple, user-friendly automations and chat features.
- Users find Interakt's **chat features** simple and user-friendly, enhancing interactions with customers through effective automation.

##### Cons

- Users express disappointment with **poor customer support** , citing limited options and slow response times.
- Users find **adjustment difficulties** when setting the automated flow, leading to a frustrating experience with Interakt.
- Users feel the **app availability is primarily for bulk messaging** , lacking more interactive and user-friendly features.
- Users find that **setting automated flows** can be tricky, leading to potential frustrations in using Interakt.
- Users find the **complex features** of Interakt overwhelming, leading to a steep learning curve for regular use.

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

**["Feature-Rich WhatsApp Business Solution for Scalable Communication"](https://www.g2.com/survey_responses/interakt-review-12927422)**

**Rating:** 4.5/5.0 stars

_— Vijin V._

[Read full review](https://www.g2.com/survey_responses/interakt-review-12927422)

**["Robust Whatsapp Solution for Business."](https://www.g2.com/survey_responses/interakt-review-12602137)**

**Rating:** 5.0/5.0 stars

_— Mandip P._

[Read full review](https://www.g2.com/survey_responses/interakt-review-12602137)

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Spotlight Categories

[Security Compliance Software](https://www.g2.com/categories/security-compliance)

[Revenue Operations & Intelligence (RO&I) Software](https://www.g2.com/categories/revenue-operations-intelligence-ro-i)

[Contact Center Software](https://www.g2.com/categories/contact-center)

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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)
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- [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.