# Best Live Chat Software - Page 10 ## How Many Live Chat Software Products Does G2 Track? **Total Products under this Category:** 463 ### Category Stats (Aug 2026) - **Average Rating:** 4.47/5 The average rating of products in this category, based on all submitted ratings - **Top Trending Product:** Callbell (+2.42%) - Among all products in this category, Callbell recorded the largest rating increase compared to last month _Last updated: August 01, 2026_ ## How Does G2 Rank Live Chat Software Products? **Why You Can Trust G2's Software Rankings:** - 30 Analysts and Data Experts - 100,300+ Authentic Reviews - 463+ Products - Unbiased Rankings G2's software rankings are built on verified user reviews, rigorous moderation, and a consistent research methodology maintained by a team of analysts and data experts. Each product is measured using the same transparent criteria, with no paid placement or vendor influence. While reviews reflect real user experiences, which can be subjective, they offer valuable insight into how software performs in the hands of professionals. Together, these inputs power the G2 Score, a standardized way to compare tools within every category. ## G2 Grid® for Live Chat Software ![G2 Grid® for Live Chat Software plotting products by satisfaction and market presence](https://www.g2.com/categories/live-chat/grids.png?focus%5B%5D=574&focus%5B%5D=5494&focus%5B%5D=90225&focus%5B%5D=3270&focus%5B%5D=2743&focus%5B%5D=10366&focus%5B%5D=1281845&focus%5B%5D=61400) Highlighted products: Zendesk for Customer Service, Agentforce Service (formerly Salesforce Service Cloud), Qualified, Fin, Zoho Desk, Podium, WhatsApp Business Platform, and Tidio. Underlying data: [Grid® JSON](https://www.g2.com/categories/live-chat/grids.json?focus%5B%5D=zendesk-for-customer-service&focus%5B%5D=agentforce-service-formerly-salesforce-service-cloud&focus%5B%5D=qualified&focus%5B%5D=fin&focus%5B%5D=zoho-desk&focus%5B%5D=podium&focus%5B%5D=whatsapp-business-platform&focus%5B%5D=tidio) **Sponsored** ### Fin Fin is a single Customer Agent that can take on different roles, depending on what the conversation needs. Fin can handle sales, service, and more - all as part of one continuous experience for the customer. Key benefits of Fin AI Agent: - Automates complex tasks such as refunds, transaction disputes, and technical troubleshooting. - Easy to configure with a no-code experience that anyone on your team can manage. - Works with any helpdesk, including Salesforce, HubSpot, and Freshdesk – no migration required. - Affordable at scale with pricing starting at just $0.99 per outcome. - Provides complete visibility and control through tools to analyze, train, test, and deploy Fin across all channels. - Engages buyers as they explore your site, providing instant, relevant answers when intent is highest. - Moves prospects closer to a decision, answering questions about pricing and features, addressing objections, and matching solutions to their needs. - Closes opportunities by guiding qualified buyers to the right next step – booking meetings, starting trials, or handing off to sales with full context. How it works: Fin combines generative AI with deterministic rules to act just like your best human agents. You can give Fin detailed, step-by-step instructions, and it will follow them with speed and reliability – reducing time to resolution and improving customer satisfaction. Under the hood, Fin is powered by Fin APEX 1.0, the highest-performing, fastest model for customer service. Every layer is optimized for accuracy, speed, and reliability, so Fin can handle high volumes and complex queries with confidence. Proof of performance: - Fin resolves 67% of customer queries on average, with rates as high as 93% for some teams. - Trusted by 6,000+ customer service teams, including the world’s leading AI companies like Anthropic. - In independent tests, Fin consistently outperformed competitors, delivering higher resolution rates than Forethought, Decagon, and others. Ranked #1 AI Agent on G2, with the highest number of reviews. [Visit website](https://www.g2.com/external_clickthroughs/record?secure%5Bad_program%5D=ppc&secure%5Bad_slot%5D=category_product_list_llm&secure%5Bcategory_id%5D=191&secure%5Bchosen_at%5D=2026-08-02T04%3A08%3A11Z&secure%5Bdisplayable_resource_id%5D=191&secure%5Bdisplayable_resource_type%5D=Category&secure%5Bmedium%5D=sponsored&secure%5Bplacement_reason%5D=page_category&secure%5Bplacement_resource_ids%5D%5B%5D=191&secure%5Bprioritized%5D=false&secure%5Bproduct_id%5D=3270&secure%5Bresource_id%5D=191&secure%5Bresource_type%5D=Category&secure%5Bsource_type%5D=category_page&secure%5Bsource_url%5D=https%3A%2F%2Fwww.g2.com%2Fcategories%2Flive-chat%3Fpage%3D10%26trk%3Dpublic_post_comment-text&secure%5Btoken%5D=f39458ecf84040a907d56896914b81e41f088aeb105860e2b35718887c4403df&secure%5Burl%5D=https%3A%2F%2Fwww.fin.ai%2Fdrlp%2Fai-agent&secure%5Burl_type%5D=custom_url) ### [LiveHelpNow](https://www.g2.com/products/livehelpnow/reviews) LiveHelpNow is an AI-powered customer engagement platform that helps businesses manage conversations across live chat, SMS, and messaging channels from a single interface. It combines real-time chat, automation, and intelligent routing to improve response times and streamline support operations. Teams can use AI assistants, canned responses, and customizable workflows to handle high volumes of inquiries efficiently while maintaining a personalized experience. Proactive chat tools help capture and convert website visitors, while reporting and analytics provide insight into performance and customer behavior. LiveHelpNow integrates with existing systems to keep data connected and is designed to scale with growing teams looking to enhance both customer support and sales engagement. **Average Rating:** 4.3/5.0 **Total Reviews:** 155 #### How Do G2 Users Rate LiveHelpNow? - **Has the product been a good partner in doing business?:** 9.1/10 (Category avg: 9.1/10) - **Lead Development:** 8.2/10 (Category avg: 8.5/10) - **Customization :** 8.4/10 (Category avg: 8.5/10) - **Co-Browsing:** 8.8/10 (Category avg: 8.1/10) #### Who Is the Company Behind LiveHelpNow? - **Seller:** [LiveHelpNow](https://www.g2.com/sellers/livehelpnow) - **Company Website:** www.livehelpnow.net - **Year Founded:** 2003 - **HQ Location:** Willow Grove, PA - **Twitter:** @LiveHelpNow 3,746 Twitter followers - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=b5bbe4fd88878e69e22c8403d48ae75f3d7eea75fba31d8aee104bf238a79729&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F903832%2F&secure%5Burl_type%5D=linkedin_company_website) 15 employees on LinkedIn® #### Who Uses This Product? - **Top Industries:** Information Technology and Services, Retail - **Company Size:** 48% Small, 35% Medium #### What Do G2 Reviewers Say About LiveHelpNow? _AI-generated summary from verified user reviews_ ##### Pros - Users appreciate the **integrated customer service features** of LiveHelpNow, making support fast and efficient. - Users enjoy the **automation capabilities** of LiveHelpNow, streamlining customer service across multiple communication channels. - Users love the **integrated chat features** of LiveHelpNow, making customer service efficient and user-friendly. - Users value the **fast customer support** and ease of use of LiveHelpNow, enhancing their service capabilities. - Users highlight the **ease of customization** in LiveHelpNow, enhancing their experience with tailored solutions. ##### Cons - Users find the **admin control issues** frustrating due to the dated interface and limitations on user permissions. - Users feel the **inadequate reporting** limits precision and complicates transferring information effectively. - Users find the **difficult interface** challenging for non-technical users, affecting ease of use and experience. - Users find the **lack of features** limiting, especially regarding admin settings and accessibility for non-technical users. - Users find the **learning curve steep** , especially for non-technical people navigating the dated admin interface. #### What Are Recent G2 Reviews of LiveHelpNow? **["Solid product for a great price"](https://www.g2.com/survey_responses/livehelpnow-review-9206243)** **Rating:** 4.5/5.0 stars _— Sean W._ [Read full review](https://www.g2.com/survey_responses/livehelpnow-review-9206243) **["Best Platform for Customer Service"](https://www.g2.com/survey_responses/livehelpnow-review-9337808)** **Rating:** 5.0/5.0 stars _— Marc V._ [Read full review](https://www.g2.com/survey_responses/livehelpnow-review-9337808) #### What Are G2 Users Discussing About LiveHelpNow? - [What is LiveHelpNow used for?](https://www.g2.com/discussions/what-is-livehelpnow-used-for) ### [Yoizen Omnichannel CX Platform](https://www.g2.com/products/yoizen-omnichannel-cx-platform/reviews) Yoizen helps leading companies create conversational, customer-centric digital experiences to grow their business. Our SaaS omnichannel platform and bot building solution, powered by AI enable businesses to automate marketing, sales and customer service on multiple digital channels and messaging apps, such as: WhatsApp, Social Media, Email, Web Chat, Apple and Google Messaging, Google My Business, Mercado Libre, and more! By using our technology to integrate and automate customer communications, you will: • optimize your agents’ time • reduce operating costs • improve customer experience • increase customer satisfaction • boost productivity • deliver a consistent brand experience Our platform works in Spanish, Portuguese and English. We are a Meta Business Partner and WhatsApp Business Solution Provider. Other partnerships: Avaya Google Apple We currently serve clients from multiple industries in Argentina, Colombia, México, Perú, Bolivia, Paraguay, Brazil, Costa Rica, Jamaica, Uruguay and Guatemala. Areas of expertise: Omnichannel Customer Service Automation ChatBots Conversational Intelligence powered by AI Customer Experience (CX) Digital Channels **Average Rating:** 4.6/5.0 **Total Reviews:** 28 #### How Do G2 Users Rate Yoizen Omnichannel CX Platform? - **Has the product been a good partner in doing business?:** 9.2/10 (Category avg: 9.1/10) - **Lead Development:** 7.5/10 (Category avg: 8.5/10) - **Customization :** 8.5/10 (Category avg: 8.5/10) - **Co-Browsing:** 6.8/10 (Category avg: 8.1/10) #### Who Is the Company Behind Yoizen Omnichannel CX Platform? - **Seller:** [YOIZEN](https://www.g2.com/sellers/yoizen) - **Year Founded:** 2010 - **HQ Location:** Ciudad Autónoma de Buenos Aires (CABA) , Argentina - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=d5f39de23400134463438d17119a1a4ddc95c0e8d3d8bfb01ae80d9fe75c032d&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fyoizen%2F&secure%5Burl_type%5D=linkedin_company_website) 72 employees on LinkedIn® #### Who Uses This Product? - **Top Industries:** Telecommunications - **Company Size:** 57% Large, 29% Medium #### What Are Recent G2 Reviews of Yoizen Omnichannel CX Platform? **["A comprehensive tool to transform the customer experience"](https://www.g2.com/survey_responses/yoizen-omnichannel-cx-platform-review-10152081)** **Rating:** 5.0/5.0 stars _— Cinthia D._ [Read full review](https://www.g2.com/survey_responses/yoizen-omnichannel-cx-platform-review-10152081) **["Sensitive platform for social media management, versatile and with potential to add integrations."](https://www.g2.com/survey_responses/yoizen-omnichannel-cx-platform-review-9315634)** **Rating:** 5.0/5.0 stars _— Marcela P._ [Read full review](https://www.g2.com/survey_responses/yoizen-omnichannel-cx-platform-review-9315634) ### [Gallabox](https://www.g2.com/products/gallabox/reviews) Gallabox is an AI-powered customer conversation platform built for businesses that depend on fast, consistent and high-quality customer engagement. The platform helps teams manage conversations across WhatsApp, Instagram, web chat and voice, bringing AI agents, automation, team inbox workflows and customer context into one connected system. Instead of treating customer conversations as scattered messages, Gallabox helps businesses turn them into structured journeys that support lead capture, qualification, follow-ups, bookings, payments, support and revenue growth. Designed for conversation-led businesses, Gallabox serves teams across industries such as real estate, education, healthcare, travel, financial services, e-commerce, automotive and professional services. The platform is especially useful for businesses that receive a high volume of customer inquiries across multiple channels and need a reliable way to respond quickly, qualify intent and move customers toward the next step. With its shared team inbox, AI-powered automation and conversation history, Gallabox helps sales, marketing and support teams collaborate more effectively and ensure that no high-intent customer interaction is missed. Gallabox enables businesses to deploy AI agents that can answer common questions, qualify leads, capture customer details, book appointments, trigger follow-ups and hand over conversations to the right team member with context. These AI agents work alongside human teams, helping them reduce repetitive work while staying focused on high-value conversations. Businesses can automate key customer journeys, including Click-to-WhatsApp lead capture, Instagram DM responses, web chat inquiries, voice follow-ups, drip campaigns, broadcasts, appointment reminders, payment nudges and post-purchase engagement. A key strength of Gallabox is its ability to connect customer conversations with the tools businesses already use. The platform integrates with CRMs, payment systems, calendars, marketing tools, commerce platforms and automation workflows, including tools such as Zoho CRM, HubSpot, Shopify, WooCommerce, Razorpay, Google Calendar, Calendly, Zapier and more. These integrations help businesses sync customer data, route conversations, update lead stages, collect payments, track campaign performance and maintain continuity across the customer journey. Gallabox is built for businesses that want more than a messaging tool. It gives customer-facing teams the speed, structure and visibility they need to manage conversations across channels, automate repetitive workflows and improve conversion outcomes. By combining AI agents, omnichannel engagement, shared team collaboration and integrations in one platform, Gallabox helps businesses respond faster, qualify better and create more connected customer experiences from first inquiry to conversion and beyond. **Average Rating:** 4.6/5.0 **Total Reviews:** 164 #### How Do G2 Users Rate Gallabox? - **Has the product been a good partner in doing business?:** 9.1/10 (Category avg: 9.1/10) - **Lead Development:** 9.5/10 (Category avg: 8.5/10) - **Customization :** 8.7/10 (Category avg: 8.5/10) - **Co-Browsing:** 8.9/10 (Category avg: 8.1/10) #### Who Is the Company Behind Gallabox? - **Seller:** [MangoLeap](https://www.g2.com/sellers/mangoleap) - **Company Website:** gallabox.com - **Year Founded:** 2020 - **HQ Location:** Chennai, IN - **Twitter:** @gallabox 147 Twitter followers - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=b6ec7be6c60ea5bd83d2b06f60d6f001099dddcd8f2f383aeeb3957ee146b1aa&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fgallabox%2F&secure%5Burl_type%5D=linkedin_company_website) 91 employees on LinkedIn® #### Who Uses This Product? - **Who Uses This:** Founder, CEO - **Top Industries:** Education Management, Apparel & Fashion - **Company Size:** 73% Small, 21% Medium #### What Do G2 Reviewers Say About Gallabox? _AI-generated summary from verified user reviews_ ##### Pros - Users find Gallabox to be **intuitive and easy to set up** , making customer communication management seamless and effective. - Users highlight the **automation features** of Gallabox, enhancing communication efficiency and streamlining their workflows effectively. - Users commend Gallabox for its **excellent customer support** and effective integration capabilities that enhance team communication. - Users love the **seamless integrations** of Gallabox, enhancing team collaboration and efficiency in managing WhatsApp communications. - Users highlight the **easy integrations** of Gallabox, facilitating seamless connections with tools like HubSpot for improved communication. ##### Cons - Users find the **reporting and analytics dashboard limited** , lacking essential insights for effective communication management. - Users find the **reporting features inadequate** , limiting insights on performance and response metrics, which hinders optimization. - Users desire more **customization options** in Gallabox templates for a tailored experience that meets their specific needs. - Users note **limited training resources** for bots, impacting their effectiveness and requiring more support for setup. - Users find **customer support unsatisfactory** , citing poor response times and a lack of helpful documentation for troubleshooting. #### What Are Recent G2 Reviews of Gallabox? **["Gallabox Makes WhatsApp Customer Conversations Fast, Organized, and Efficient"](https://www.g2.com/survey_responses/gallabox-review-12510483)** **Rating:** 4.5/5.0 stars _— Verified User in Information Technology and Services_ [Read full review](https://www.g2.com/survey_responses/gallabox-review-12510483) **["Gallabox is working great for us"](https://www.g2.com/survey_responses/gallabox-review-11460896)** **Rating:** 4.5/5.0 stars _— Verified User in Computer Software_ [Read full review](https://www.g2.com/survey_responses/gallabox-review-11460896) ### [8x8 Contact Center](https://www.g2.com/products/8x8-contact-center/reviews) 8x8 Contact Center is a cloud-based, AI-powered platform designed to unify and streamline customer support across voice, chat, email, video, SMS, RCS, messaging apps, and social media channels. It empowers organizations with intelligent self-service automation, real-time guidance and analytics, and deep CRM integrations to elevate customer experience (CX) and boost operational efficiency. The solution supports seamless omnichannel engagement, enabling agents to deliver consistent, personalized service from a single interface. With enterprise-grade security and PCI-certified payments, 8x8 Contact Center aids in compliance while helping businesses scale with agility. Its flexibility and advanced insights make it ideal for modernizing legacy systems and optimizing customer support operations. Core Features & Functionality include: Omnichannel Routing Voice, email, web chat, SMS, video, Facebook Messenger, WhatsApp, Viber, RCS, and additional social media like X, YouTube, Instagram, and more via Meltwater. Blended interactions with individual agents handling up to 13 interactions at once. Web chat with real-time translation and customizable agent avatars. Email routing and templates. Co-browsing and secure payment handling via SMS or email. Agent and Supervisor Workspaces Unified interface with voice, chat, email, one-way video, RCS, social media, WhatsApp, Facebook Messenger, Viber, and SMS handling. Embedded softphone with customizable ringtones per channel. Support for Microsoft Teams chat and presence sync. Transfer calls to external contacts and queues. Intelligent routing, wrap-up codes, and campaign call handling. Real-time queue and agent monitoring for supervisors. Mobile supervisor app for oversight on the go. Interaction Retrieval Widget with bulk download and quick access to AI summaries, voicemails, and more. Customizable drag-and-drop widgets to tailor the workspace experience. AI & Automation Native and third-party AI (custom LLMs supported). AI summaries (real-time voice summarizations and post-call). Intelligent Customer Assistant (voice + digital self service). AI voice directory, predictive AI dialer. Real-time chat and text-to-speech translation. Queue, Agent & Call Management Queued callback, skills-based routing, CRM data-based routing. Direct Agent Routing (DAR), warm/cold transfer, whisper messages. Answer Machine Detection (AMD), call dispositioning, recording access. Channel setup (voice, SMS, chat, email, social). Agent roles, groups, schedules, whisper messages. Enhanced scripting (IVR, chat, email), callbacks, surveys. Campaign & Dialing Tools 8x8 Auto Dialer: predictive, progressive, preview modes. Regal.io integration for advanced segmentation, omnichannel outbound, behavior-based triggers. Campaign scheduling, retries, DNC filtering, Telephone Preference Service (TPS) or Corporate Telephone Preference Service (CTPS) filtering, Carrier Call Blocking (CCB) filtering, pre-recorded voicemail drop, automatic machine detection (AMD). CRM Integrations Native integrations with Salesforce, MS Dynamics, Zendesk, NetSuite. Features include screen pop, click-to-dial, interaction logging, transfers, voicemail, status management. 8x8 Native CRM to manage customers, cases, follow-ups, and tasks. Auto-log interactions, use API for external access. Reporting & Analytics Unified dashboards, real-time KPIs, interaction journey visualizations across channels. Report templates like Interaction Journey Report, Queue Interaction Summary, Agent Interactions Summary, Interactions Details Report, and more. Exportable metrics, SLA tracking, historical interaction access. Security & Compliance IP whitelisting, granular admin roles. OAuth2 for email, SSO with ADFS and Azure AD. Payment Card Industry Compliance Meeting and Call Recording Storage E911/999 Emergency Services Privacy Compliance W3C Web Content Accessibility Guidelines (WCAG) STIR/SHAKEN Compliance Health Insurance Portability and Accountability Act (HIPAA) Strategic Partner Integrations SpinSci for Healthcare Patient Assist: Real-time EHR integration, screen pop, context-aware routing. Prebuilt workflows for authentication, reporting, click-to-call. Omnichannel support with SSO. Patient Engage: Appointment scheduling, refill requests, bill pay, surveys. PCI support, multi-language, and password reset functionality. MNET for Financial Services CoreAccess+: Real-time core banking system access. Secure funds transfer, fraud alerts, screen pop authentication. CRM/workflow integration with no PII storage. Regal.io for Advanced Outbound Campaigns Behavior-based outreach triggers. Predictive dialing and personalized agent experiences. Integration with journey/CRM data for unified analytics. CallCabinet for Compliant Call Recording Compliant call recording for for voice, video and screen sharing Unlimited audio storage and 256-bit AES rotating encryption Advanced playback & tagging Cloud, hybrid, premise deployments **Average Rating:** 4.1/5.0 **Total Reviews:** 244 #### How Do G2 Users Rate 8x8 Contact Center? - **Has the product been a good partner in doing business?:** 8.5/10 (Category avg: 9.1/10) - **Lead Development:** 8.3/10 (Category avg: 8.5/10) - **Customization :** 8.9/10 (Category avg: 8.5/10) - **Co-Browsing:** 6.7/10 (Category avg: 8.1/10) #### Who Is the Company Behind 8x8 Contact Center? - **Seller:** [8x8](https://www.g2.com/sellers/8x8-b9e3382c-67d1-49f2-8c30-310d1ee608a0) - **Company Website:** www.8x8.com - **Year Founded:** 1987 - **HQ Location:** San Jose, CA - **Twitter:** @8x8 11,056 Twitter followers - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=0ad9a93cacd01ca25a8bf61de42bc3a51636c76960fa572fb09f3088a46570d2&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F8x8&secure%5Burl_type%5D=linkedin_company_website) 2,811 employees on LinkedIn® #### Who Uses This Product? - **Who Uses This:** Operations Manager - **Top Industries:** Financial Services, Information Technology and Services - **Company Size:** 54% Medium, 36% Small #### What Do G2 Reviewers Say About 8x8 Contact Center? _AI-generated summary from verified user reviews_ ##### Pros - Users value the **ease of use and implementation** of 8x8 Contact Center, enhancing operational efficiency and communication. - Users commend the **helpful customer support** of 8x8 Contact Center, ensuring quick assistance and satisfaction. - Users value the **responsive customer support** of 8x8 Contact Center, appreciating their quick and helpful assistance. - Users value the **omnichannel support** and analytics of 8x8 Contact Center, enhancing customer interaction and service efficiency. - Users value the **efficiency** of 8x8 Contact Center, enhancing customer service and operational scalability seamlessly. ##### Cons - Users find the **missing features** of 8x8 Contact Center limiting, hindering effective administration and user experience. - Users express frustration with **poor customer support** , highlighting unhelpful chatbots and lack of effective administration. - Users find the **call management process cumbersome** , struggling with multiple platforms and complex settings. - Users find the **complexity** of the 8x8 Contact Center settings frustrating, impacting usability and admin efficiency. - Users express frustration over **integration issues** with Zoho ERP and other call center services, complicating their experience. #### What Are Recent G2 Reviews of 8x8 Contact Center? **["Feature-Rich, Easy-to-Use Contact Center with Streamlined Onboarding and CRM Integration"](https://www.g2.com/survey_responses/8x8-contact-center-review-13085758)** **Rating:** 5.0/5.0 stars _— William N._ [Read full review](https://www.g2.com/survey_responses/8x8-contact-center-review-13085758) **["Efficient Service with Personable Support, AI Needs Improvement"](https://www.g2.com/survey_responses/8x8-contact-center-review-12915729)** **Rating:** 4.0/5.0 stars _— Sam C._ [Read full review](https://www.g2.com/survey_responses/8x8-contact-center-review-12915729) #### What Are G2 Users Discussing About 8x8 Contact Center? - [What is 8x8 Contact Center used for?](https://www.g2.com/discussions/what-is-8x8-contact-center-used-for) ### [Omnichat](https://www.g2.com/products/omnichat/reviews) Omnichat provides professional chat commerce solutions for a wide range of retailers in Hong Kong, Taiwan, Singapore, Malaysia and the Asia-Pacific region. As the Official WhatsApp Business Solutions Provider and official partner of Meta and LINE, we offer advanced business solutions across social messaging channels (WhatsApp, Facebook, Instagram, LINE and website live chat) with enhanced efficiency, user behaviour analysis and thus remarketing strategy development. With the mission of unleashing the potential of chat commerce through Omni-channel messaging, Marketing automation, Online-merge-offline retailing, Social customer data platform, “Omni AI” that integrated with ChatGPT as well as WhatsApp Catalogue and Payment, Omnichat equips companies to provide a seamless customer journey so as to capture opportunities arising from omni-channel retailing environment. The online-merge-offline sales feature can easily direct visitors from online channels to salespersons at physical stores for follow-up, facilitating conversions and revenue tracking across online and offline. Leveraging ChatGPT, our AI-powered chatbot “Omni AI” serves as a digital assistant of retailers to handle customers' enquiry, recommend products, and facilitate marketing campaign planning. WhatsApp Catalogue and Payment allows retailers to complete the customer journey on WhatsApp, from browsing products, communicating with designated sales, to making purchases, shortening the decision-making and fastening the purchasing process of customers as well as bringing instant income to the merchants. Achieving 300% YoY Annual Recurring Revenue (ARR) growth in the past three consecutive years, Omnichat empowers 5,000+ retail and e-commerce companies, including Watsons, Fortress, Sasa Cosmetic, Lukfook Jewellery, LVMH Group, Mannings, Swire Resources, OSIM, Logitech, Timberland, Tom Lee Music, Vita Green and government departments. **Average Rating:** 4.5/5.0 **Total Reviews:** 26 #### How Do G2 Users Rate Omnichat? - **Has the product been a good partner in doing business?:** 8.9/10 (Category avg: 9.1/10) - **Lead Development:** 6.5/10 (Category avg: 8.5/10) - **Customization :** 6.9/10 (Category avg: 8.5/10) - **Co-Browsing:** 6.9/10 (Category avg: 8.1/10) #### Who Is the Company Behind Omnichat? - **Seller:** [Omnichat](https://www.g2.com/sellers/omnichat) - **Year Founded:** 2017 - **HQ Location:** Hong Kong - **LinkedIn® Page:** [hk.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=8549134558a05f9e5df0bab258814db9dcbec22ff63366ea49a95598a30b6c57&secure%5Burl%5D=https%3A%2F%2Fhk.linkedin.com%2Fcompany%2Fomnichat-easychat&secure%5Burl_type%5D=linkedin_company_website) 151 employees on LinkedIn® #### Who Uses This Product? - **Top Industries:** Retail - **Company Size:** 50% Small, 46% Medium #### What Do G2 Reviewers Say About Omnichat? _AI-generated summary from verified user reviews_ ##### Pros - Users value the **centralization** of Omnichat for effectively managing multiple platforms in one convenient location. - Users love the **ease of use** of Omnichat, simplifying multi-platform management in one convenient location. - Users appreciate the **multi-platform integration** of Omnichat, enabling seamless management in one convenient location. - Users appreciate the **management efficiency** of Omnichat, simplifying multi-platform interactions in one convenient location. ##### Cons - Users find the lack of a **remember me function** on Omnichat's login inconvenient and bothersome. - Users experience issues with the **lack of a "remember me" function** , which complicates the login process. - Users miss the **missing features** like a 'remember me' function for easier login to Omnichat. #### What Are Recent G2 Reviews of Omnichat? **["Great solution for online commerce pain-points"](https://www.g2.com/survey_responses/omnichat-review-9550969)** **Rating:** 4.0/5.0 stars _— Verified User in Retail_ [Read full review](https://www.g2.com/survey_responses/omnichat-review-9550969) **[""The CSM has been truly exceptional—quick to respond, incredibly helpful"](https://www.g2.com/survey_responses/omnichat-review-10376436)** **Rating:** 5.0/5.0 stars _— Verified User in Financial Services_ [Read full review](https://www.g2.com/survey_responses/omnichat-review-10376436) ### [Arena.im](https://www.g2.com/products/arena-im/reviews) Arena is developing the next generation of live engagement tools powered by first party data, to build trusted, live audiences everywhere. Our solutions - Live Chat, Live Blog, CommerceAI) leverage the most popular features from social media to quickly create deep engagement on any platform you manage. Top industry leaders in news publishing and media trust Arena to bring their audiences together on the web, in apps, or at live events (or all three) to engage with content, community and commerce. **Average Rating:** 4.6/5.0 **Total Reviews:** 22 #### How Do G2 Users Rate Arena.im? - **Has the product been a good partner in doing business?:** 8.8/10 (Category avg: 9.1/10) - **Lead Development:** 8.9/10 (Category avg: 8.5/10) - **Customization :** 9.4/10 (Category avg: 8.5/10) - **Co-Browsing:** 8.9/10 (Category avg: 8.1/10) #### Who Is the Company Behind Arena.im? - **Seller:** [Arena.im](https://www.g2.com/sellers/arena-im) - **Year Founded:** 2018 - **HQ Location:** San Francisco, California - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=f5724ff2a9f1fbdb677934d3910b7f98d3b439f283bdc194a46861dd71a20ed3&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Farenaim%2F&secure%5Burl_type%5D=linkedin_company_website) 111 employees on LinkedIn® #### Who Uses This Product? - **Company Size:** 64% Small, 27% Medium #### What Are Recent G2 Reviews of Arena.im? **["Driving traffic to our website for video curation"](https://www.g2.com/survey_responses/arena-im-review-5213028)** **Rating:** 5.0/5.0 stars _— John K._ [Read full review](https://www.g2.com/survey_responses/arena-im-review-5213028) **["Arena Chat & Q&A Functions"](https://www.g2.com/survey_responses/arena-im-review-5281791)** **Rating:** 4.0/5.0 stars _— Kit Joy C._ [Read full review](https://www.g2.com/survey_responses/arena-im-review-5281791) #### What Are G2 Users Discussing About Arena.im? - [What is Arena.im used for?](https://www.g2.com/discussions/what-is-arena-im-used-for) ### [Trengo](https://www.g2.com/products/trengo/reviews) Trengo is an AI-first customer communication platform used by 17,000+ people worldwide. WhatsApp Business API, email, live chat, voice, and social channels connect into one shared inbox where AI agents resolve up to 80% of repetitive conversations automatically, in 70+ languages, 24/7. AI agents handle FAQs, qualify leads, update contact details, and escalate to humans when needed across every channel, without code. Native integrations include HubSpot, Salesforce, Shopify, WooCommerce, Magento, Lightspeed, and Klaviyo. As an official WhatsApp Business Solution Provider and Meta Business Partner, Trengo supports WhatsApp CRM and WhatsApp marketing at scale. Used across eCommerce, hospitality, travel, leisure, and automotive as a leading alternative to Zendesk, Freshdesk, Intercom, Front, Gorgias, Tidio, Respond.io, and WATI. **Average Rating:** 4.3/5.0 **Total Reviews:** 244 #### How Do G2 Users Rate Trengo? - **Has the product been a good partner in doing business?:** 8.8/10 (Category avg: 9.1/10) - **Lead Development:** 7.5/10 (Category avg: 8.5/10) - **Customization :** 7.7/10 (Category avg: 8.5/10) - **Co-Browsing:** 7.4/10 (Category avg: 8.1/10) #### Who Is the Company Behind Trengo? - **Seller:** [Trengo](https://www.g2.com/sellers/trengo) - **Year Founded:** 2017 - **HQ Location:** Utrecht, Utrecht, Netherlands - **Twitter:** @TrengoHQ 284 Twitter followers - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=228e8443f9724388346b3da0c8bc5c5a18fec1e670fc19a93f72be1da9f85901&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Ftrengo%2Fabout%2F&secure%5Burl_type%5D=linkedin_company_website) 90 employees on LinkedIn® #### Who Uses This Product? - **Top Industries:** Leisure, Travel & Tourism, Apparel & Fashion - **Company Size:** 73% Small, 26% Medium #### What Do G2 Reviewers Say About Trengo? _AI-generated summary from verified user reviews_ ##### Pros - Users love the **ease of use** of Trengo, appreciating its intuitive design and straightforward implementation. - Users find Trengo's **helpful AI workflow automations** and customer support invaluable for efficient communication management. - Users appreciate the **great customer support** from Trengo, making onboarding and integration seamless and efficient. - Users value the **integrated multi-channel messaging features** of Trengo, enhancing chat management and organization effortlessly. - Users value the **streamlined communication** Trengo offers, enhancing customer interactions with ease and effective support. ##### Cons - Users note that Trengo has some **missing features** like linking FAQ pages and ineffective reports, impacting usability. - Users feel the **limited features** of Trengo hinder communication, especially with WhatsApp and overall usability. - Users are frustrated with **messaging issues** in Trengo, including limitations on WhatsApp and slow loading times. - Users find the **chat functionality lacking** , with significant limitations affecting efficiency and user experience. - Users find the **learning curve steep** , noting difficulties in setup and unintuitive features within Trengo. #### What Are Recent G2 Reviews of Trengo? **["Great partnership with Trengo"](https://www.g2.com/survey_responses/trengo-review-11596795)** **Rating:** 4.0/5.0 stars _— Verified User in Information Technology and Services_ [Read full review](https://www.g2.com/survey_responses/trengo-review-11596795) **["Organized Inbox and Efficient Task Management with Trengo"](https://www.g2.com/survey_responses/trengo-review-11951871)** **Rating:** 4.5/5.0 stars _— Ashley d._ [Read full review](https://www.g2.com/survey_responses/trengo-review-11951871) #### What Are G2 Users Discussing About Trengo? - [What does Trengo do?](https://www.g2.com/discussions/what-does-trengo-do) - [What is Trengo WhatsApp?](https://www.g2.com/discussions/what-is-trengo-whatsapp) - [Is Trengo good?](https://www.g2.com/discussions/is-trengo-good) - [How does Trengo work?](https://www.g2.com/discussions/how-does-trengo-work) ### [Business-in-a-Box](https://www.g2.com/products/business-in-a-box/reviews) Business in a Box — The Business Operating System for SMBs Business in a Box (BIB) is the Business Operating System (BOS) for small and medium businesses that want to run their company with structure, clarity, and control — without juggling dozens of disconnected tools. Most businesses don’t struggle because of a lack of effort. They struggle because their operations are fragmented: tasks in one app, documents in another, communication scattered, and critical knowledge living in people’s heads. Business in a Box replaces that chaos with one unified system that defines how the business works. Unlike traditional project management or collaboration tools, BIB is designed as a system, not just software. It brings together execution, communication, documentation, and organizational structure into a single operating layer for the business. With Business in a Box, companies can: - Organize work through goals, projects, and tasks with clear ownership - Centralize documents, templates, and company knowledge - Collaborate through built-in chat and communication channels tied directly to work - Set up departments, roles, and responsibilities that persist even when people change - Onboard teams quickly using prebuilt structures and workflows BIB also includes AI-powered capabilities that go beyond basic automation. The platform builds a contextual understanding of each business — learning from goals, projects, tasks, documents, and activity — to support planning, execution, and decision-making. AI can assist with creating business documents, recommending templates, highlighting risks, and guiding next steps, all within the context of how the company actually operates. Business in a Box is built for businesses with 1 to 100 employees, from founders and small teams to growing organizations that need more structure without enterprise complexity. A Free Forever Starter Plan allows companies to begin operating with a system from day one, while paid plans unlock full BOS capabilities with simple, transparent per-user pricing. At its core, Business in a Box helps companies move from ad-hoc operations to intentional execution. Instead of relying on memory, emails, and scattered tools, teams run their business on one operating system — designed to scale as they grow. Business in a Box is not just another tool. It’s how your business runs. Get Started Free in Just a Few Minutes! https://account.business-in-a-box.com/create-account/ **Average Rating:** 4.7/5.0 **Total Reviews:** 13 #### How Do G2 Users Rate Business-in-a-Box? - **Has the product been a good partner in doing business?:** 10.0/10 (Category avg: 9.1/10) #### Who Is the Company Behind Business-in-a-Box? - **Seller:** [Biztree](https://www.g2.com/sellers/biztree) - **Year Founded:** 2002 - **HQ Location:** Montreal, Quebec, Canada - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=ca314d23378c840c0b1ffeabbd54dbb305399df19150429778c9dcbfd5a408de&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fbusinessinaboxofficial&secure%5Burl_type%5D=linkedin_company_website) 4 employees on LinkedIn® - **Ownership:** Biztree Inc. - **Phone:** 514-768-4100 #### Who Uses This Product? - **Company Size:** 92% Small, 8% Medium #### What Do G2 Reviewers Say About Business-in-a-Box? _AI-generated summary from verified user reviews_ ##### Pros - Users find Business-in-a-Box to be an **affordable solution** , replacing costly tools while maintaining excellent value for SMBs. - Users value the **cost-effective collaboration** features of Business-in-a-Box, seamlessly integrating multiple tools into one platform. - Users highlight the **cost-effective data management** of Business-in-a-Box, replacing multiple expensive tools efficiently. - Users value the **efficiency** of Business-in-a-Box, consolidating multiple tools into a cost-effective solution. - Users find **exceptional value** in Business-in-a-Box, replacing costly tools while saving significantly for SMBs. #### What Are Recent G2 Reviews of Business-in-a-Box? **["The Most Affordable All-in-One Business Platform"](https://www.g2.com/survey_responses/business-in-a-box-review-11985059)** **Rating:** 5.0/5.0 stars _— Bruno G._ [Read full review](https://www.g2.com/survey_responses/business-in-a-box-review-11985059) **["Business in a box have all the templates your business need"](https://www.g2.com/survey_responses/business-in-a-box-review-7796582)** **Rating:** 5.0/5.0 stars _— Ishan M._ [Read full review](https://www.g2.com/survey_responses/business-in-a-box-review-7796582) #### What Are G2 Users Discussing About Business-in-a-Box? - [Who owns business in a box?](https://www.g2.com/discussions/who-owns-business-in-a-box) - [How do you make a business box?](https://www.g2.com/discussions/how-do-you-make-a-business-box) - [What is business in a box concept?](https://www.g2.com/discussions/what-is-business-in-a-box-concept) ### [eGain Chat](https://www.g2.com/products/egain-chat/reviews) eGain Chat™ enables you to offer real-time chat assistance to website visitors. Agents can exchange text messages, files, web pages, and knowledge base articles with visitors to answer their queries, proactively as well as reactively. Rated #1 by analysts, it has been enabling businesses to transform chat customer support experiences for its customers for more than a decade. The live chat software is an integral part of eGain’s customer engagement software suite. It integrates seamlessly with the other social experience, web experience, and contact center applications in the suite. Proven eGain’s chat and web collaboration solutions lead the industry in maturity, depth, and seamless integration with other interaction channels. Omnichannel Standalone solutions perpetuate silos. And silos are a big no as the consumers coming to your website are omnichannel. Read why your website needs an omnichannel website chat software (https://www.egain.com/products/chat-software/website-chat-software/). **Average Rating:** 4.0/5.0 **Total Reviews:** 10 #### How Do G2 Users Rate eGain Chat? - **Has the product been a good partner in doing business?:** 9.2/10 (Category avg: 9.1/10) #### Who Is the Company Behind eGain Chat? - **Seller:** [eGain](https://www.g2.com/sellers/egain) - **Year Founded:** 1997 - **HQ Location:** Sunnyvale, CA - **Twitter:** @eGain 2,498 Twitter followers - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=ce5f29c209b55db622d55393de711279be5545ca3450f7af3b1e8b04e5f1d3ad&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F8084%2F&secure%5Burl_type%5D=linkedin_company_website) 780 employees on LinkedIn® - **Ownership:** NasdaqCM:EGAN #### Who Uses This Product? - **Company Size:** 110% Large, 40% Medium #### What Are Recent G2 Reviews of eGain Chat? **["Egain allows a better integration between the client and the brand in networks."](https://www.g2.com/survey_responses/egain-chat-review-2430312)** **Rating:** 4.5/5.0 stars _— Jennifer B._ [Read full review](https://www.g2.com/survey_responses/egain-chat-review-2430312) **["A close experience with the client."](https://www.g2.com/survey_responses/egain-chat-review-2176086)** **Rating:** 4.5/5.0 stars _— Victor C._ [Read full review](https://www.g2.com/survey_responses/egain-chat-review-2176086) #### What Are G2 Users Discussing About eGain Chat? - [What is eGain Chat used for?](https://www.g2.com/discussions/what-is-egain-chat-used-for) ### [ProProfs Chat](https://www.g2.com/products/proprofs-proprofs-chat/reviews) ProProfs Chat is a responsive live chat software that helps organizations get in touch with their daily visitors and customers in real-time hassle-free. Whether you own a small, medium or enterprise level business, providing instant support to valuable customers and visitors on your site becomes a piece a of cake with the integration of this software. ProProfs Chat comes with special features and services adaptable to today’s fast-paced world. In fact it has emerged as a go-to solution for personalized, human interactions to create meaningful connections at a fraction of the cost of other popular means. ProProfs Chat is also an extensive software that comes with intuitive capabilities. These help to examine the behavior of website visitors through highly accurate and reliable real-time customer data to reactively or proactively deliver chat invitation to the right customer ensuring timely interventions. The analytics graph in dashboard helps to track website traffic, chat transcripts and other valuable statistical information over time in addition to its comprehensive real-time reporting system. It provides automatic defined rule based on chat distribution, hands-on assistance with co-browsing and snapshot features. Other than that, the visitor chat window offers ultimate flexibility, customizability and total compatibility to your website. Besides these, you can also find a range of features such as visitor monitoring, third party integration, post-chat surveys for gathering feedback, callback requests when operators are offline, file sharing, support operators’ performance reports, and more. ProProfs Chat also provides personalized deployment services, with a committed success manager, 24/7 online support, multiple location backup with multi layered data privacy and security. We offer a no-obligation 15-day free trial that helps you decide whether the software can help you save time and still answer customer queries hassle-free or not. **Average Rating:** 4.5/5.0 **Total Reviews:** 35 #### How Do G2 Users Rate ProProfs Chat? - **Has the product been a good partner in doing business?:** 9.3/10 (Category avg: 9.1/10) - **Lead Development:** 9.3/10 (Category avg: 8.5/10) - **Customization :** 8.5/10 (Category avg: 8.5/10) - **Co-Browsing:** 9.6/10 (Category avg: 8.1/10) #### Who Is the Company Behind ProProfs Chat? - **Seller:** [ProProfs](https://www.g2.com/sellers/proprofs) - **Year Founded:** 2009 - **HQ Location:** Los Angeles, CA - **Twitter:** @ProProfs 4,731 Twitter followers - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=9acb8211ef0b8540d9c8ef7ba6681ff4d087fdc62ea17b3bc0a016852fbdef85&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F9492925%2F&secure%5Burl_type%5D=linkedin_company_website) 215 employees on LinkedIn® #### Who Uses This Product? - **Top Industries:** Information Technology and Services, Marketing and Advertising - **Company Size:** 51% Small, 31% Medium #### What Are Recent G2 Reviews of ProProfs Chat? **["An interesting Chat solution for any customer facing website."](https://www.g2.com/survey_responses/proprofs-chat-review-8001701)** **Rating:** 4.5/5.0 stars _— Arpi J._ [Read full review](https://www.g2.com/survey_responses/proprofs-chat-review-8001701) **["Better Customer Service with ProProfs Chat"](https://www.g2.com/survey_responses/proprofs-chat-review-8009953)** **Rating:** 4.5/5.0 stars _— Abhishek G._ [Read full review](https://www.g2.com/survey_responses/proprofs-chat-review-8009953) #### What Are G2 Users Discussing About ProProfs Chat? - [What is ProProfs Chat used for?](https://www.g2.com/discussions/what-is-proprofs-chat-used-for) ### [Eltropy](https://www.g2.com/products/eltropy/reviews) Eltropy is a comprehensive digital communications platform designed specifically for community financial institutions (CFIs) such as credit unions and community banks. By integrating various communication channels—including text messaging, secure chat, video banking, and voice—into a unified interface, Eltropy enables CFIs to engage with their members securely and efficiently. The platform leverages artificial intelligence to automate routine tasks, enhance member interactions, and streamline operations, all while ensuring compliance with industry regulations. Key Features and Functionality: - Omni-Channel Communication: Provides a single platform for text, chat, video, and voice interactions, allowing seamless member engagement across preferred channels. - AI-Powered Automation: Automates routine tasks such as payment reminders and member inquiries, improving efficiency and reducing operational costs. - Integrated Ecosystem: Connects with core banking systems, customer relationship management (CRM) tools, loan origination systems (LOS), and other essential applications to create a cohesive communication environment. - Secure and Compliant: Ensures enterprise-grade security and adherence to regulatory standards, safeguarding member data and communications. - Video Verify: Enhances fraud prevention by combining remote video, real-time government ID verification, and knowledge-based authentication to securely authenticate member identities. - Co-Browsing: Allows agents to guide members through online processes in real-time, improving user experience and reducing confusion. - Appointment and Lobby Management: Enables members to schedule appointments and manage branch visits, optimizing in-person interactions and reducing wait times. Primary Value and Solutions Provided: Eltropy addresses the critical need for CFIs to modernize and personalize member communications in an increasingly digital landscape. By offering a unified platform that integrates multiple communication channels with AI-driven automation, Eltropy helps financial institutions: - Enhance Member Engagement: Facilitates timely and personalized interactions, strengthening member relationships and satisfaction. - Improve Operational Efficiency: Automates routine tasks and streamlines workflows, allowing staff to focus on more complex member needs. - Reduce Delinquency Rates: Utilizes proactive communication strategies and automated reminders to encourage timely payments and reduce loan defaults. - Prevent Fraud: Implements advanced verification tools like Video Verify to securely authenticate member identities, mitigating the risk of fraudulent activities. By consolidating communication tools into a single, secure, and compliant platform, Eltropy empowers CFIs to deliver exceptional member experiences while achieving operational excellence. **Average Rating:** 4.4/5.0 **Total Reviews:** 51 #### How Do G2 Users Rate Eltropy? - **Has the product been a good partner in doing business?:** 8.9/10 (Category avg: 9.1/10) - **Lead Development:** 7.9/10 (Category avg: 8.5/10) - **Customization :** 7.9/10 (Category avg: 8.5/10) - **Co-Browsing:** 8.8/10 (Category avg: 8.1/10) #### Who Is the Company Behind Eltropy? - **Seller:** [Eltropy](https://www.g2.com/sellers/eltropy) - **Year Founded:** 2013 - **HQ Location:** Santa Clara, US - **Twitter:** @eltropy\_inc 1,129 Twitter followers - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=92e2cdb82a29c105349efcbe1ebfd15418782ddafe0481f80bea424291a0299b&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Feltropy&secure%5Burl_type%5D=linkedin_company_website) 275 employees on LinkedIn® #### Who Uses This Product? - **Top Industries:** Financial Services, Information Technology and Services - **Company Size:** 45% Medium, 41% Small #### What Do G2 Reviewers Say About Eltropy? _AI-generated summary from verified user reviews_ ##### Pros - Users appreciate the **ease of use** of Eltropy, facilitating smooth communication and quick adoption without extensive training. - Users value the **excellent customer support** provided by Eltropy, enhancing communication for financial institutions and customers. - Users value the **intuitive platform** of Eltropy that enhances personalized communication and boosts collection rates. - Users value Eltropy's **efficiency** through automation and seamless integration, enhancing communication and saving valuable time. - Users appreciate the **effortless integration** of communication tools in Eltropy, enhancing engagement and saving time. ##### Cons - Users experience a **difficult learning curve** , making it challenging to effectively utilize Eltropy's full features initially. - Users face a **steep learning curve** with Eltropy, requiring time and expertise to effectively utilize its features. - Users struggle with **integration issues** , leading to inefficiencies and complications in their workflows with Eltropy. - Users note **limited customization** options in Eltropy, which can hinder advanced workflow setups and user experience. - Users experience a **steep learning curve** with Eltropy, making effective feature utilization initially challenging for some. #### What Are Recent G2 Reviews of Eltropy? **["All-in-One Digital Engagement Platform"](https://www.g2.com/survey_responses/eltropy-review-11165438)** **Rating:** 5.0/5.0 stars _— Bhargav S._ [Read full review](https://www.g2.com/survey_responses/eltropy-review-11165438) **["integrated CRM with banking legacy system"](https://www.g2.com/survey_responses/eltropy-review-10760119)** **Rating:** 4.0/5.0 stars _— Gianni D._ [Read full review](https://www.g2.com/survey_responses/eltropy-review-10760119) ### [Manago AI](https://www.g2.com/products/manago-ai/reviews) Manago AI is a Customer Engagement Platform that helps marketers connect their data, understand every customer, communicate on every channel and drive results. Trusted by 2,000+ brands, Manago AI gives marketers the speed, clarity and confidence to move from idea to live campaign in minutes across email, SMS, WhatsApp and web. No technical resource required. **Average Rating:** 4.4/5.0 **Total Reviews:** 300 #### How Do G2 Users Rate Manago AI? - **Has the product been a good partner in doing business?:** 8.9/10 (Category avg: 9.1/10) - **Lead Development:** 8.9/10 (Category avg: 8.5/10) - **Customization :** 8.7/10 (Category avg: 8.5/10) - **Co-Browsing:** 8.8/10 (Category avg: 8.1/10) #### Who Is the Company Behind Manago AI? - **Seller:** [Manago AI](https://www.g2.com/sellers/manago-ai) - **Year Founded:** 2011 - **HQ Location:** Kraków, PL - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=8eb345398120d398ea4bb930e0425b463c76b02cc38f5653c365788bd66d2dc0&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F5134015%2F&secure%5Burl_type%5D=linkedin_company_website) 347 employees on LinkedIn® #### Who Uses This Product? - **Who Uses This:** Marketing Automation Specialist, Marketing Specialist - **Top Industries:** Marketing and Advertising, Retail - **Company Size:** 56% Small, 36% Medium #### What Do G2 Reviewers Say About Manago AI? _AI-generated summary from verified user reviews_ ##### Pros - Users value the **flexibility and adaptability** of Manago AI, enabling customized solutions for their marketing automation needs. - Users appreciate the **automation efficiency** of SALESmanago, enabling custom integrations and enhanced marketing capabilities seamlessly. - Users commend the **excellent customer support** from SALESmanago, noting responsiveness and helpfulness throughout their partnership. - Users commend the **advanced campaign automation and seamless Salesforce integration** , enhancing their marketing strategy effectively. - Users appreciate the **intuitive email builder** in SALESmanago, greatly enhancing customer communication and automation efficiency. ##### Cons - Users experience a **steep learning curve** with Manago AI, requiring time and effort to achieve optimal setup. - Users find the **interface not intuitive** , making it challenging to navigate and utilize all features effectively. - Users find some aspects of the platform to be **complex and user-unfriendly** , affecting overall usability and function access. - Users find the **complexity** of Manago AI challenging, as not all functions are easily accessible or user-friendly. - Users report **feature issues** including limited SMS integration and difficult navigation for less frequently used tools. #### What Are Recent G2 Reviews of Manago AI? **["Intuitive, Feature-Rich Newsletter Builder with Reliable Automations and Great Support"](https://www.g2.com/survey_responses/manago-ai-review-12970320)** **Rating:** 4.0/5.0 stars _— Paulina ._ [Read full review](https://www.g2.com/survey_responses/manago-ai-review-12970320) **["A solid platform for marketing automation"](https://www.g2.com/survey_responses/manago-ai-review-13135615)** **Rating:** 5.0/5.0 stars _— Martyna K._ [Read full review](https://www.g2.com/survey_responses/manago-ai-review-13135615) #### What Are G2 Users Discussing About Manago AI? - [What is SALESmanago used for?](https://www.g2.com/discussions/what-is-salesmanago-used-for) ### [Chekkit](https://www.g2.com/products/chekkit/reviews) Chekkit is an all-in-one platform that helps local businesses grow faster with less effort. It combines AI-powered messaging and automation with the tools teams use every day—review management, business text messaging, groupchat, a centralized inbox, textable landline, customer surveys, competitive benchmarking, and more—so you can boost engagement, convert more leads, and outperform the competition from one place. **Average Rating:** 4.9/5.0 **Total Reviews:** 154 #### How Do G2 Users Rate Chekkit? - **Has the product been a good partner in doing business?:** 9.8/10 (Category avg: 9.1/10) - **Lead Development:** 9.4/10 (Category avg: 8.5/10) - **Customization :** 8.8/10 (Category avg: 8.5/10) - **Co-Browsing:** 10.0/10 (Category avg: 8.1/10) #### Who Is the Company Behind Chekkit? - **Seller:** [Chekkit](https://www.g2.com/sellers/chekkit) - **Year Founded:** 2016 - **HQ Location:** Winnipeg - **Twitter:** @getchekkit 204 Twitter followers - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=d8e0b24030f8e58bc13b955814d3915b276c7c25c37b56a5340a9206cf1e6723&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F18233108%2F&secure%5Burl_type%5D=linkedin_company_website) 10 employees on LinkedIn® #### Who Uses This Product? - **Who Uses This:** Owner, Manager - **Top Industries:** Retail, Luxury Goods & Jewelry - **Company Size:** 90% Small, 10% Medium #### What Do G2 Reviewers Say About Chekkit? _AI-generated summary from verified user reviews_ ##### Pros - Users value the **AI integration** of Chekkit, enhancing their websites with innovative chatbot features uncommon in their industry. - Users value the **innovative AI technology** of Chekkit, enhancing customer interaction with a unique chatbot feature. - Users appreciate the **innovative chatbot integration** that sets Chekkit apart in their industry. - Users value the **integration capabilities** of Chekkit, allowing for unique features like chatbots on their websites. ##### Cons - Users find the **limited communication options** of Chekkit frustrating, as responses can only be made via text. - Users find that the **limited text-only response options** hinder effective communication with guests. - Users find the **limited response options** of Chekkit challenging, as communication is restricted to text only. - Users are frustrated by the **poor chat functionality** , as responses to guests are limited to text only. #### What Are Recent G2 Reviews of Chekkit? **["Chekkit: Affordable, Feature-Rich Messaging Hub with Excellent AI Proofing"](https://www.g2.com/survey_responses/chekkit-review-12967845)** **Rating:** 5.0/5.0 stars _— Simon F._ [Read full review](https://www.g2.com/survey_responses/chekkit-review-12967845) **["Innovative Chatbot Integration Sets Us Apart"](https://www.g2.com/survey_responses/chekkit-review-12086041)** **Rating:** 4.0/5.0 stars _— Daryn M._ [Read full review](https://www.g2.com/survey_responses/chekkit-review-12086041) #### What Are G2 Users Discussing About Chekkit? - [What is Chekkit used for?](https://www.g2.com/discussions/what-is-chekkit-used-for) ### [Blazeo](https://www.g2.com/products/blazeo-blazeo/reviews) The Best Conversational AI that helps you find and keep more customers Lead conversion tools and expertise to capture, qualify and convert customers. Capture more business from every channel. - Engage every lead instantly with Conversion Intelligence — across chat, email, text, and calls - Automate follow-ups, appointments, and workflows so no opportunity slips through the cracks - Centralize all lead activity, communications, and reporting into SmartHub to boost conversion and ROI **Average Rating:** 4.1/5.0 **Total Reviews:** 16 #### How Do G2 Users Rate Blazeo? - **Has the product been a good partner in doing business?:** 10.0/10 (Category avg: 9.1/10) - **Lead Development:** 8.8/10 (Category avg: 8.5/10) - **Customization :** 9.7/10 (Category avg: 8.5/10) - **Co-Browsing:** 7.3/10 (Category avg: 8.1/10) #### Who Is the Company Behind Blazeo? - **Seller:** [Blazeo](https://www.g2.com/sellers/blazeo) - **Year Founded:** 2008 - **HQ Location:** Pleasanton, CA - **Twitter:** @ApexChat 777 Twitter followers - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=b9a15d0574c834f91f589a85d4c2c9cbc503b0e3aab7e7eb3dbbfe2cf5f924a1&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F1598339%2F&secure%5Burl_type%5D=linkedin_company_website) 103 employees on LinkedIn® #### Who Uses This Product? - **Company Size:** 94% Small, 13% Large #### What Are Recent G2 Reviews of Blazeo? **["Great Service & Product"](https://www.g2.com/survey_responses/blazeo-review-10037612)** **Rating:** 5.0/5.0 stars _— Joseph H._ [Read full review](https://www.g2.com/survey_responses/blazeo-review-10037612) **["Blazeo helps us capture more prospects."](https://www.g2.com/survey_responses/blazeo-review-10055437)** **Rating:** 5.0/5.0 stars _— Steve H._ [Read full review](https://www.g2.com/survey_responses/blazeo-review-10055437) #### What Are G2 Users Discussing About Blazeo? - [What is Apex Chat used for?](https://www.g2.com/discussions/what-is-apex-chat-used-for) ### [Deskpro](https://www.g2.com/products/deskpro/reviews) Deskpro is the only help desk platform that enables support across every channel, powered by the AI of your choice, with comprehensive security, compliance and data privacy options. Deskpro deployment options include our cloud, your private cloud, on-premise or sovereign data centers. Enabling organizations to securely deliver the future of customer and employee experiences. **Average Rating:** 4.2/5.0 **Total Reviews:** 97 #### How Do G2 Users Rate Deskpro? - **Has the product been a good partner in doing business?:** 8.8/10 (Category avg: 9.1/10) - **Lead Development:** 9.0/10 (Category avg: 8.5/10) - **Customization :** 8.1/10 (Category avg: 8.5/10) - **Co-Browsing:** 9.4/10 (Category avg: 8.1/10) #### Who Is the Company Behind Deskpro? - **Seller:** [Deskpro](https://www.g2.com/sellers/deskpro) - **Company Website:** www.deskpro.com - **Year Founded:** 2002 - **HQ Location:** Austin, TX - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=4db02fb9b42bdf20a2f81bdd710c6e4e170d3626e0cd0605a3125035786aa826&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F1178218%2F&secure%5Burl_type%5D=linkedin_company_website) 71 employees on LinkedIn® #### Who Uses This Product? - **Top Industries:** Information Technology and Services, Computer & Network Security - **Company Size:** 46% Small, 45% Medium #### What Do G2 Reviewers Say About Deskpro? _AI-generated summary from verified user reviews_ ##### Pros - Users value the **ease of use** of Deskpro, highlighting its flexibility and friendly interface for quick setup. - Users value the **flexibility and customization** of Deskpro, enhancing their help desk management with tailored features. - Users find Deskpro's **flexibility and user-friendly interface** invaluable for customization and efficient help desk management. - Users praise the **exceptional customer support** of Deskpro, highlighting fast responses and smooth upgrade assistance. - Users value the **customizability** of Deskpro, allowing tailored experiences and seamless integration with various workflows. ##### Cons - Users often experience **ticketing issues** with Deskpro, including incorrect ticket creation and slow support responses. - Users find the **limited features** of Deskpro's knowledge base editor frustrating and cumbersome for article creation. - Users experience issues with **ticket management** , including unexpected new ticket creation and frequent system logouts. - Users find the **interface not intuitive** , making it difficult to navigate and perform basic tasks efficiently. - Users struggle with **UX issues** in Deskpro, citing a confusing interface and slow performance that hinders usability. #### What Are Recent G2 Reviews of Deskpro? **["Customer Service Force Multiplier"](https://www.g2.com/survey_responses/deskpro-review-12621159)** **Rating:** 5.0/5.0 stars _— Christopher J._ [Read full review](https://www.g2.com/survey_responses/deskpro-review-12621159) **["Efficient Ticket Management with Minor Formatting Hiccups"](https://www.g2.com/survey_responses/deskpro-review-12317561)** **Rating:** 4.0/5.0 stars _— Paul C._ [Read full review](https://www.g2.com/survey_responses/deskpro-review-12317561) #### What Are G2 Users Discussing About Deskpro? - [What is Deskpro used for?](https://www.g2.com/discussions/what-is-deskpro-used-for) - 1 comment, 1 upvote - [‹ Prev‹ Prev](/categories/live-chat?order=g2_score&page=9&trk=public_post_comment-text#product-list) - [1](/categories/live-chat?order=g2_score&trk=public_post_comment-text#product-list) - [2](/categories/live-chat?order=g2_score&page=2&trk=public_post_comment-text#product-list) - … - [6](/categories/live-chat?order=g2_score&page=6&trk=public_post_comment-text#product-list) - [7](/categories/live-chat?order=g2_score&page=7&trk=public_post_comment-text#product-list) - [8](/categories/live-chat?order=g2_score&page=8&trk=public_post_comment-text#product-list) - [9](/categories/live-chat?order=g2_score&page=9&trk=public_post_comment-text#product-list) - 10 - [11](/categories/live-chat?order=g2_score&page=11&trk=public_post_comment-text#product-list) - [12](/categories/live-chat?order=g2_score&page=12&trk=public_post_comment-text#product-list) - [13](/categories/live-chat?order=g2_score&page=13&trk=public_post_comment-text#product-list) - [14](/categories/live-chat?order=g2_score&page=14&trk=public_post_comment-text#product-list) - … - [30](/categories/live-chat?order=g2_score&page=30&trk=public_post_comment-text#product-list) - [31](/categories/live-chat?order=g2_score&page=31&trk=public_post_comment-text#product-list) - [Next ›Next ›](/categories/live-chat?order=g2_score&page=11&trk=public_post_comment-text#product-list) Spotlight Categories [Multi-Country Payroll Software](https://www.g2.com/categories/multi-country-payroll) [Data Observability Software](https://www.g2.com/categories/data-observability) [Quality Management Systems (QMS)](https://www.g2.com/categories/quality-management-qms) [Core HR Software](https://www.g2.com/categories/core-hr) [Corporate Performance Management (CPM) Software](https://www.g2.com/categories/corporate-performance-management-cpm) Similar Categories - [Help Desk](/categories/help-desk) - [Customer Self-Service](/categories/customer-self-service) - [Social Customer Service](/categories/social-customer-service) - [Appointment Reminder](/categories/appointment-reminder) - [Call & Contact Center](/categories/call-contact-center) - [Client Onboarding](/categories/client-onboarding) - [Co-Browsing](/categories/co-browsing) - [Complaint Management](/categories/complaint-management) - [Contact Center Outsourcing Services](/categories/contact-center-outsourcing-services) - [Contact Center Payments](/categories/contact-center-payments) - [Conversational Support](/categories/conversational-support) - [Customer Communications Management](/categories/customer-communications-management) - [Customer Education](/categories/customer-education) - [Customer Service Automation](/categories/customer-service-automation) - [Customer Success](/categories/customer-success) [Browse Live Chat Themes](/categories/live-chat/themes) ![Jeffrey Lin](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Jeffrey Lin") JL Researched and written by [Jeffrey Lin](https://research.g2.com/insights/author/jeffrey-lin) Updated April 9, 2026 Live chat software enables businesses to connect instantly with website visitors through real-time chat interfaces, allowing customer service teams to provide immediate support, proactively engage visitors with timed pop-up windows, and create seamless conversational experiences that improve customer satisfaction and increase conversion rates. ### Core Capabilities of Live Chat Software To qualify for inclusion in the Live Chat category, a product must: - Provide instant messaging capabilities between customer service representatives and website visitors - Allow chat windows to either initiate conversation or live independently on a website for potential inquiries ### Common Use Cases for Live Chat Software Customer service and sales teams use live chat software to engage visitors and resolve issues in real time across websites and digital touchpoints. Common use cases include: - Providing immediate support for product questions, technical issues, and website navigation - Proactively engaging high-intent visitors with timed chat prompts to increase purchase likelihood - Reducing response times compared to ticket-based support systems to improve first-contact resolution rates ### How Live Chat Software Differs from Other Tools Live chat functionality is often packaged within broader platforms including [e-commerce platforms](https://www.g2.com/categories/e-commerce-platforms), [help desk software](https://www.g2.com/categories/help-desk), and [digital customer service software](https://www.g2.com/categories/digital-customer-service-platforms). It also serves stand out as a core feature and foundation for AI-powered tools such as [chatbots](https://www.g2.com/categories/chatbots), [conversational support software](https://www.g2.com/categories/conversational-support), and [customer service automation software](https://www.g2.com/categories/customer-service-automation). ### Insights from G2 on Live Chat Software Based on category trends on G2, ease of setup and proactive chat engagement features stand out as standout capabilities. These platforms deliver reductions in response time and improved customer satisfaction scores as primary outcomes of adoption. Show More * * * ## How Do You Choose the Right Live Chat Software? ### What You Should Know About Live Chat Software ### What is Live Chat Software? Live chat software allows website visitors to get a response in real time from a company’s customer service agents, sales representatives, or virtual assistants. These products are typically deployed as a widget in the bottom corner of a business’ website and may be activated when a user clicks on the widget. Alternatively, a pop-up chat window may prompt a user to start a conversation. Companies searching for the best live chat software for business websites typically weigh widget customization, chatbot capability, and integration with their existing customer support stack. Based on G2 reviews, customer support and sales teams evaluate live chat software by comparing real-time response speed, customer engagement features, and ecommerce platform integrations. Live chat solutions can be used in a wide variety of contexts, including customer service, technical support, sales, and marketing. Most often, businesses implement live chat to provide website visitors with a direct channel to receive real-time customer support. For example, live chat agents can assist visitors with website navigation or answer questions about a business’ products or services. Live chat is also an effective method for lead generation. When a website visitor is interested in purchasing a product or service, live chat can be used to connect them with a sales representative. If a representative is unavailable, live chat widgets include a lead capture form to collect the prospect’s information so a salesperson can follow up with them as soon as possible. Although live chat windows exist on a website 24/7, this doesn’t mean a business needs their agents to be available to answer inquiries all day. An offline mode allows website visitors to submit questions or concerns that can be handled either by a chatbot or by an agent when the live chat is back online. Live chat often serves as a company’s first line of defense to help chat agents answer quick questions and escalate deeper concerns in an organized way. The goal of these products is to increase efficiency for both the agent and the customer. #### What Types of Live Chat Software Exist? **Text only solutions** Text-only live chat software allows agents and customers to communicate via text form. Typically, the customer will be approached by a pop-up chat window that helps initiate a conversation. **Voice or video solutions** Live chat software with video or voice capabilities--in addition to text--allow a more personalized conversation with customers. Video chat conversations are especially helpful for complex questions that require a visual representation. Face-to-face video conversations are not the only features of video and voice live chat; users can enable screen sharing to visually convey an issue that’s difficult to explain via text. ### What are the Common Features of Live Chat Software? Live chat functionality can vary from product to product. When considering a live chat solution for a business, it’s important to consider which features will be most beneficial to the particular use case. The following are some core features within live chat software: **Analytics:** Reporting related to live chat analytics gives administrators insight into customer service metrics such as support response time, overall support performance, and customer satisfaction. These insights help managers understand the highs and lows of the customer experience and the team’s performance. **Visitor monitoring:** Real-time visitor monitoring tracks where visitors are on the website and how long they stay on a certain web page. These insights give a sense of where visitors are gravitating to on a web page and can even help generate leads. **Response templates:** For common questions, canned responses are very efficient. Agents can have responses ready to send as soon as a common question pops up. **Branding:** Since live chat exists on a company’s website, it’s important for the widget and conversation window to match the company’s branding and website design. To accomplish this, live chat products offer customizable design options to change the colors and images of the application. Branding customization features ensure a seamless brand experience for customers. **Customer feedback:** After a live chat conversation, a customer can rate the conversation and share feedback on whether or not their question was adequately handled. Managers can use this feedback to further understand the quality of an agent’s work. **Proactive messages:** While live chat is already an approachable asset, it’s helpful for website visitors to be prompted with a friendly pop-up greeting to let them know they’re invited to chat whenever they’d like. A proactive message is an approachable way to entice visitors to communicate with the company. **Integrations:** Live chat products should integrate seamlessly with a company’s technology stack to ensure the information shared in chat conversations is available across departments. Integrations with CRM software are important for storing and accessing customer information during a support conversation, as well as adding new contacts for lead generation. Live chat typically integrates with other customer service solutions, especially help desks, to improve omnichannel customer experiences. Many live chat software solutions will also offer the following features: - [Live chat software with in-app messaging capabilities](https://www.g2.com/categories/live-chat/f/in-app-messaging) - [Live chat software with lead development capabilities](https://www.g2.com/categories/live-chat/f/lead-development) - [Live chat software with knowledge base capabilities](https://www.g2.com/categories/live-chat/f/knowledge-base) - [Live chat software with targeted email capabilities](https://www.g2.com/categories/live-chat/f/targeted-emails) - [Live chat software with co-browsing capabilities](https://www.g2.com/categories/live-chat/f/co-browsing) ### What are the Benefits of Live Chat Software? Businesses of all types benefit from using live chat software to provide instant and approachable customer support. Using live chat makes customer support more efficient for both the agent and the customer for several reasons: **Customer engagement:** Live chat is a simple and accessible way for customers to approach a company. Customers are more likely to engage than if the company only offered phone and email support, because of its convenience. **Real-time support:** With live chat, website visitors don’t need to wait very long for an answer to a simple question. Without a long turnaround, visitors are more likely to engage with the company, knowing their time is not being wasted. In comparison, inquiries submitted via email or social media have an unpredictable response time. Since questions are answered quickly, agents are more productive and get through more inquiries. **Improved efficiency and productivity:** In comparison to phone calls, live chat is relatively cheap and takes less effort from both the customer and the agent. Additionally, it’s easy to multitask between different live chat conversations, allowing for more support in less time. Since live chatting requires reading and typing, conversations have more downtime between messages. This allows customer service agents to multitask and handle multiple chat windows at once. Depending on how many conversations are going on, agents can also use downtime to talk on the phone with another customer while handling live chat conversations. **Lead generation:** Live chat is approachable for customers, so it’s an easy way to begin a sales conversation. The informality of live chat makes a sales conversation more comfortable for the customer, so it’s a great opportunity to bring in a sale. ### Who Uses Live Chat Software? Professionals who communicate with customers directly, such as customer service teams and sales teams, use live chat to instantly chat with customers or gather data on the conversations customers have with customer service agents. **Customer service:** Customer service teams use live chat software to communicate with website visitors who use the feature to ask questions or voice concerns. If any complaints need to be escalated, chat agents can use routing features to transfer the conversation to a manager. When purchasing a live chat solution for customer service, businesses should remember to look for products that integrate with the company’s existing support software. **Sales:** Sales teams can utilize live chat software to generate leads. Since the buyer is expressing interest in the company by initiating a conversation using the live chat feature, it’s a great opportunity to spark a sales conversation. If a company wants to implement live chat to accelerate sales and improve conversion rates, it’s important to find a product that integrates with the CRM or system of record. #### Software Related to Live Chat Software Related solutions that can be used together with live chat tools include: [Help desk software](https://www.g2.com/categories/help-desk) **:** Help desk software provides a ticketing system for customer service teams to organize and respond to inquiries regarding a company’s products or services. Traditionally, help desks take in customer inquiries from email and web forms, but these solutions are increasingly supporting omnichannel customer service by incorporating other channels such as social media, live chat, SMS, and call center technology. As a result, many help desk solutions include a live chat tool. [Customer self-service software](https://www.g2.com/categories/customer-self-service) **:** Customer self-service software provides a platform for end users, prospects, or customers to access information and perform tasks without the assistance of customer support representatives. Customer self service can take many different forms and may include chatbots, intelligent virtual assistants, knowledge bases, FAQs, and community forums. [Social customer service software](https://www.g2.com/categories/social-customer-service) **:** Businesses use social customer service software to assist their customers via social networks and social messenger apps. These solutions collect customer inquiries from social media and assign them to support team members. While live chat software allows customers to receive support when visiting a company’s website, social customer service enables support teams to respond proactively to customer complaints or questions. Some live chat tools offer the ability to transfer chat interactions to social messaging platforms, so the conversation can be continued on the customer’s preferred platform. [Conversational marketing software](https://www.g2.com/categories/conversational-marketing) **:** Live chat tools may integrate with or include features of conversational marketing software. Conversational marketing helps businesses improve conversion rates by identifying and engaging with potential customers throughout their buying journey. These products accelerate the buying process by transferring qualified leads to sales representatives or facilitating follow-up conversations if a customer is not yet ready to buy. [Chatbots software](https://www.g2.com/categories/chatbots) **:** Chatbots, which are often called virtual agents or virtual assistants, are used in place of a human to conduct specific tasks or provide information based on written or spoken requests. Customer support tools, such as live chat, help desk, or contact center solutions, may already have chatbots implemented as a first line of defense when dealing with customers. ### Challenges with Live Chat Software Although live chat software can be implemented relatively quickly, the adoption of these tools can pose additional challenges. Before purchasing live chat software, businesses must make sure to have a plan to address potential issues before they arise. **Increase in support requests:** Naturally, adding an immediate and accessible means for customers to contact the business will result in an influx of support requests and conversations. To avoid overwhelming the business’ chat support team, companies can roll out the live chat product gradually. Users may also wish to open it up to smaller segments of customers over time rather than all at once.  **Staff training:** A big part of customer support is empathizing with the customer. For even simple inquiries, it’s important for agents to come across as friendly and approachable via live chat. Tone is sometimes difficult to read through text, so it’s easy for website visitors to misinterpret a message from a support agent. Agents should be trained on how to express empathy in text form to prevent any tone assumptions. **Spam or inappropriate messages:** While approachability is generally considered beneficial, it opens the possibility of potential scenarios involving inappropriate or irrelevant messages. Fortunately, many live chat offerings have a spam filter or block functionality, which allows agents to distinguish real messages or block aggressive customers. ### Which Companies Should Buy Live Chat Software? Any business with a website can use live chat software. These products are beneficial to companies of all sizes, from small businesses to large enterprises. However, there are a few types of businesses that are particularly suited for live chat. **E-commerce:** E-commerce brands and any business that sells products online should consider buying a live chat solution. While customers browse an e-commerce site, they may run into technical issues or have questions about specific product specifications, shipping, or return policies. Live chat offers the opportunity for a business to answer a customer’s question right away, increasing the chance that the customer will complete their purchase. **Services:** Live chat can be very beneficial for businesses in the service industry, especially banking, healthcare, real estate, travel, and hospitality. For these industries, exceptional customer service is paramount to the success of the business. Live chat provides clients and prospects with an instant connection to a business so they can quickly resolve issues or have their questions answered. Based on G2 reviews, the most-cited evaluation criteria for live chat software on business websites are widget customization, chatbot quality with smooth AI-to-human handoff, and native integrations with the CRM and help desk already in use. For customer support teams, reviewers consistently call out omnichannel coverage across email, SMS, WhatsApp, and social messengers, alongside ease of use, as the day-to-day features that determine adoption. Ecommerce buyers specifically cite Shopify integration, mobile apps for responding to chats away from the desk, and visitor tracking as the difference between live chat solutions that drive customer engagement and ones that sit idle. Sales-led teams highlight high-intent visitor identification and real-time client support as the features that turn live chat from a support tool into a lead-generation channel. ### How to Buy Live Chat Software #### Requirements Gathering (RFI/RFP) for Live Chat Software Whether a company is purchasing a live chat solution for the first time or looking for a replacement, the first step is defining a list of requirements the product must meet for the business to be most productive. These requirements will help buyers narrow down the list of products to consider. First, buyers must evaluate the need for live chat software, and ask the following questions: - Who will be using the product most often? - How many users (or seats) do we need?  - Will it be used for customer service or technical support?  - Will the sales team use it for lead generation or guiding customers on their buying journey? At this point, it’s also important to list the features that will prove most useful for the teams using the product. For improving customer self-service and freeing up team members’ time, companies may require a product that can automate workflows to resolve customer issues without human assistance. Buyers must consider if the product should integrate with any other software their business uses, such as CRM or help desk. #### Compare Live Chat Software Products **Create a long list** Based on the list of requirements, buyers should create a long list of no more than 10 products that appear to meet the business needs. Consulting online review sites is a great way to start the long list. G2 has thousands of [software categories](https://www.g2.com/categories?q%5Bcategory_type_eq%5D=software) with over 1 million verified user reviews. G2’s Live Chat software category can help buyers find the highest rated or most popular products based on reviews from verified customers. **Create a short list** After consulting customer reviews and creating a long list of live chat software products, companies must begin eliminating the options that won’t work for their business. The easiest way to do this is to first eliminate the products outside budget. Small businesses or startups should look at each product’s pricing plans to determine if the product will still be affordable as the company scales up. At this point, buyers should also eliminate products that don’t offer all the required features. **Conduct demos** Once a short list of about three to five products is ready, companies should begin reaching out to vendors to schedule demos. Demos allow buyers to take a closer look at each live chat solution’s functionality and ease of use. This may also be the first opportunity to glimpse each vendor’s onboarding style and service levels and determine if they are helpful and communicative and whether they are focusing too much on the sales pitch. #### Selection of Live Chat Software **Choose a selection team** The company’s software selection team should already consist of a project manager to manage the process from start to finish and an executive sponsor to ensure buy-in from the company’s decision makers. Naturally, the selection team should also include several employees who will be using the live chat daily, such as sales representatives or customer service agents. **Negotiation** Before signing a contract, buyers should make sure to negotiate for the best price and ask about any discounts for which their business may qualify. This is also the time to discuss implementation and onboarding services and payment plans. **Final decision** Finally, it’s time to decide on a live chat software and sign the dotted line. In the days and months after the purchase, buyers must monitor the company’s progress with the new product. Is the live chat working as intended? Have users fully adopted all the features? Will the product scale with the company’s growth? If the answer to any of these questions is “no,” the buyer should consider raising the concerns with the vendor. If they are unable to resolve these issues, it may be time to look for alternatives. ### Live Chat Software Trends **Screen sharing** Sometimes questions are easier to ask with visuals. To help prevent miscommunication, screen sharing allows the customer to show a support agent the basis of their question instead of communicating it through text. Since typing out questions can be a lengthy process for complex issues, screen sharing can help save time and prevent frustration for both the customer and the agent. **Automation** Using chatbots and automated responses for simple customer concerns means having an agent online 24/7 is not necessary. As artificial intelligence becomes more desirable to help businesses automate processes, live chat vendors continue to add features like intelligent responses and automated workflows to their products. These options ensure customers receive assistance at any hour, maintaining customer satisfaction and consistently generating leads.