# Best Live Chat Software - Page 11

## How Many Live Chat Software Products Does G2 Track?

**Total Products under this Category:** 463

### Category Stats (Jul 2026)

- **Average Rating:** 4.47/5 The average rating of products in this category, based on all submitted ratings
- **Top Trending Product:** Callbell (+2.42%) - Among all products in this category, Callbell recorded the largest rating increase compared to last month

_Last updated: July 31, 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**

### Gemini

Gemini is a family of multimodal, generative AI models. These models were developed by Google DeepMind and Google Research. They are designed to understand, operate across, and combine different types of information. This includes text, images, audio, video, and code. Gemini serves as a versatile, everyday AI assistant and powers a conversational chatbot. Key Product Features & Capabilities Multimodal Understanding: Gemini understands and combines text, images, audio, video, and code. It can analyze complex documents, code repositories, and long videos. Conversational AI: Gemini allows for natural conversations. It functions as an intelligent assistant that can brainstorm, plan, and discuss topics. Deep Research & Analysis: Gemini can analyze websites and user files to generate reports. It can also create audio overviews of the information. Agentic Capabilities: Users can create custom "Gems" (specialized AI experts). The models can act as agents to take actions in tools like Chrome. Integrated Productivity: Gemini is integrated into Gmail, Google Docs, Drive, and Meet. This helps summarize, write, edit, and organize information. Creative Tools: Features include image generation and video creation, enabling the generation of 8-second videos with sound. Long Context Window: High-end models feature up to a 1 million-token context window. This is capable of analyzing large amounts of data.

[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=2026-08-01T00%3A02%3A44Z&secure%5Bdisplayable_resource_id%5D=1250&secure%5Bdisplayable_resource_type%5D=Category&secure%5Bmedium%5D=sponsored&secure%5Bplacement_reason%5D=neighbor_category&secure%5Bplacement_resource_ids%5D%5B%5D=1250&secure%5Bprioritized%5D=false&secure%5Bproduct_id%5D=1332376&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%3D11%26trk%3Dpublic_post_comment-text&secure%5Btoken%5D=c846f5af92cd49a35aabce5b01053e644fa87ac61ee531875df9cbdf5c1ee509&secure%5Burl%5D=https%3A%2F%2Fdocs.cloud.google.com%2Fgemini-enterprise-agent-platform%2Fmodels%2Fgoogle-models%2F%3Futm_source%3DG2%26utm_medium%3Ddisplay%26utm_campaign%3DCloud-SS-DR-GCP-1713658-GCP-DR-NA-US-en-G2-Display-Banner-All-%25epid%21-%25ecid%21-gemini%26utm_content%3D%257Bdevice%257D-%257Badgroupid%257D-%257Bnetwork%257D-%257Btargetid%257D-%257Bloc_physical_ms%257D-%257Bcampaignid%257D&secure%5Burl_type%5D=custom_url)

### [Velaro](https://www.g2.com/products/velaro/reviews)

Velaro helps you connect with customers across every stage of their journey through one unified platform. From live chat and AI-powered chatbots to SMS, WhatsApp, Messenger, email, and voice channels like IVR, you can manage all conversations from a single workspace without switching tools. Whether you’re supporting customers, qualifying leads, or answering sales questions, Velaro gives your team the speed, context, and automation needed to deliver faster responses and stronger experiences. AI Chatbots and Automation Automate routine interactions with AI chatbots trained on your documents, URLs, and knowledge base articles. These chatbots can handle open-ended questions, follow guided workflows, or hand off to live agents when needed. Specialized AI agents can focus on specific topics like billing, onboarding, or product returns. This hybrid approach keeps customers engaged while freeing your team for higher-value work. Workflow Builder Map customer journeys visually and build automation logic without coding. Set conditions, triggers, and actions to guide interactions from first contact through follow-up. Workflows can be tailored for lead capture, self-service, proactive messaging, or case management, ensuring every step aligns with your business process. Unified Inbox Across All Channels Manage every interaction from live chat, SMS, WhatsApp, Messenger, and voice, from one central inbox. Agents see the full conversation history, contact details, and integrated tools to respond quickly with complete context. AI writing assistance helps maintain speed and consistency in replies. Built-in Ticketing and Case Management Turn any conversation into a tracked ticket and follow it from first contact to resolution. Link tickets to customer records, track status, and manage assignments. Reporting provides insight into performance trends so you can continuously improve support delivery. Feedback Tools Collect insights with pre- and post-chat surveys. These tools make it simple to stay connected and understand customer needs in real time. Integrations and API Access Velaro integrates with CRMs like NetSuite, Microsoft Dynamics, and other business systems to keep records synchronized. Open API access supports custom connections to fit your workflow. Security and Compliance Velaro is built with privacy and data security in mind, including encryption, access controls, and compliance-ready features to meet industry regulations. Why Velaro? With Velaro, you don’t just manage conversations, you create consistent, connected experiences across every channel. By combining AI, automation, and real-time support tools, you can respond faster, personalize every interaction, and keep your team focused on what matters most: building stronger customer relationships.

**Average Rating:** 4.1/5.0

**Total Reviews:** 16

#### How Do G2 Users Rate Velaro?

- **Has the product been a good partner in doing business?:** 9.4/10 (Category avg: 9.1/10)
- **Customization :** 6.7/10 (Category avg: 8.5/10)

#### Who Is the Company Behind Velaro?

- **Seller:** [Velaro](https://www.g2.com/sellers/velaro)
- **Year Founded:** 2000
- **HQ Location:** Baltimore, MD
- **Twitter:** @Velaro\_Inc  
1,149 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=7214be819981b65a8c561246907efca130c2132576c3412f4aaae2fb0c0cd17e&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F156340%2F&secure%5Burl_type%5D=linkedin_company_website)  
52 employees on LinkedIn®

#### Who Uses This Product?

- **Company Size:** 59% Medium, 29% Large

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

**["Velaro LIve Chat has helped MSGCU communicate with more members through increasing our efficiency"](https://www.g2.com/survey_responses/velaro-review-40127)**

**Rating:** 5.0/5.0 stars

_— George L._

[Read full review](https://www.g2.com/survey_responses/velaro-review-40127)

**["Chat is what you expect, nothing more, nothing less. Translation service has been quite good."](https://www.g2.com/survey_responses/velaro-review-5156203)**

**Rating:** 4.0/5.0 stars

_— Svetozar H._

[Read full review](https://www.g2.com/survey_responses/velaro-review-5156203)

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

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

### [CINNOX](https://www.g2.com/products/cinnox/reviews)

CINNOX is a comprehensive engagement platform that unifies telephony, digital, and social channels. We help businesses compete and win by humanising customer and team experiences through one single platform: Elevate Customer Experiences: - Seamlessly switch among chat, voice, and video on any channel - Give first-time resolution by connecting questions to right expertise - Reduce customer wait times with predictive data analysis Optimise Employee Experiences: - Increase team efficiency by automating repetitive tasks - Tap expertise from different teams to solve complex problems - Improve team performance with insight-driven data We achieve this through the three key pillars of great customer service, where businesses can enjoy one continuous loop of experience improvement: Connect, Orchestrate, and Evaluate.

**Average Rating:** 4.3/5.0

**Total Reviews:** 34

#### How Do G2 Users Rate CINNOX?

- **Has the product been a good partner in doing business?:** 9.0/10 (Category avg: 9.1/10)
- **Lead Development:** 8.8/10 (Category avg: 8.5/10)
- **Customization :** 8.6/10 (Category avg: 8.5/10)
- **Co-Browsing:** 8.0/10 (Category avg: 8.1/10)

#### Who Is the Company Behind CINNOX?

- **Seller:** [M800](https://www.g2.com/sellers/m800)
- **Year Founded:** 2007
- **HQ Location:** Hong Kong
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=80e5e8af92c7e2f2050913edcf6821ca5ab87d80799c6a932e51d8e656c66392&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fm800%2Fabout&secure%5Burl_type%5D=linkedin_company_website)  
107 employees on LinkedIn®

#### Who Uses This Product?

- **Top Industries:** Financial Services
- **Company Size:** 50% Small, 32% Medium

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

_AI-generated summary from verified user reviews_

##### Pros

- Users value the **efficient customer support** from CINNOX, streamlining inquiries across multiple channels and enhancing communication.
- Users find CINNOX remarkably **easy to use** , streamlining customer support and international communications effortlessly on one platform.
- Users appreciate the **multichannel communication** capabilities of CINNOX, making customer interactions seamless and efficient.
- Users appreciate the **easy management** of customer inquiries with CINNOX, streamlining communication efficiently across channels.
- Users love the **easy setup** of CINNOX, enabling quick adoption of its seamless communication features.

##### Cons

- Users find the **missing functionality** in CINNOX limits its effectiveness for customer service operations and integrations.
- Users express concern over **limited AI capabilities** as CINNOX currently does not support ChatGPT integration.
- Users express concerns about **admin control issues** , leading to limited access for certain departments and roles.
- Users often face **unreachable hotline issues** when seeking support, hindering their ability to resolve problems effectively.
- Users express frustration over the **lack of ChatGPT support** , impacting the overall usability of CINNOX.

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

**["Helping me with customer support"](https://www.g2.com/survey_responses/cinnox-review-8113816)**

**Rating:** 5.0/5.0 stars

_— Sai Man C._

[Read full review](https://www.g2.com/survey_responses/cinnox-review-8113816)

**["A powerful engagement platform with clean GUI"](https://www.g2.com/survey_responses/cinnox-review-8042078)**

**Rating:** 5.0/5.0 stars

_— Peter L._

[Read full review](https://www.g2.com/survey_responses/cinnox-review-8042078)

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

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

### [Swell](https://www.g2.com/products/socialswell-inc-swell/reviews)

Swell automatically gathers private and public feedback from patients and employees. With better feedback, practices can boost their online reputations, enhance the patient experience, and improve employee satisfaction.

**Average Rating:** 4.5/5.0

**Total Reviews:** 341

#### How Do G2 Users Rate Swell?

- **Has the product been a good partner in doing business?:** 9.2/10 (Category avg: 9.1/10)
- **Lead Development:** 8.6/10 (Category avg: 8.5/10)
- **Customization :** 8.3/10 (Category avg: 8.5/10)
- **Co-Browsing:** 7.8/10 (Category avg: 8.1/10)

#### Who Is the Company Behind Swell?

- **Seller:** [SocialSwell](https://www.g2.com/sellers/socialswell)
- **Year Founded:** 2016
- **HQ Location:** Salt Lake City, Utah
- **Twitter:** @Swell\_Reviews  
2 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=90219892aa94332d4df35f24c16f9e22bd78f6a69ff7faff499ff205a0c1615e&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F17937029%2F&secure%5Burl_type%5D=linkedin_company_website)  
37 employees on LinkedIn®

#### Who Uses This Product?

- **Who Uses This:** Office Manager, Owner
- **Top Industries:** Hospital & Health Care, Health, Wellness and Fitness
- **Company Size:** 87% Small, 12% Medium

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

**["Awesome platform to contact our research participants. Private, easy to use... Great features"](https://www.g2.com/survey_responses/swell-review-8879327)**

**Rating:** 4.5/5.0 stars

_— Gina A._

[Read full review](https://www.g2.com/survey_responses/swell-review-8879327)

**["Modern developer workflow are impressive"](https://www.g2.com/survey_responses/swell-review-9932552)**

**Rating:** 4.0/5.0 stars

_— Khaloukhaev A._

[Read full review](https://www.g2.com/survey_responses/swell-review-9932552)

### [Chatra](https://www.g2.com/products/chatra/reviews)

Chatra is a comprehensive live chat and chatbot platform designed to enhance customer engagement and drive sales for businesses of all sizes. By integrating real-time communication tools with intelligent automation, Chatra enables companies to interact proactively with website visitors, address inquiries promptly, and guide potential customers through the purchasing process. Its user-friendly interface and robust feature set make it an invaluable asset for improving customer support and increasing conversion rates. Key Features and Functionality: - Live Chat: Facilitates real-time conversations between businesses and website visitors, allowing for immediate assistance and personalized support. - Chatbots: Automates routine tasks and responses, providing 24/7 support and capturing leads even when live agents are unavailable. - Cart Saver: Identifies visitors who have items in their shopping carts and enables proactive engagement to reduce cart abandonment rates. - Shared Inbox: Consolidates messages from various channels, including email and social media, into a single interface for streamlined communication management. - Visitor Insights: Offers real-time data on website visitors, including their location, browsing behavior, and shopping cart contents, empowering businesses to tailor their interactions effectively. - Multi-Platform Support: Provides desktop applications for Windows and Mac, as well as mobile apps for iOS and Android, ensuring seamless communication across devices. Primary Value and Solutions Provided: Chatra addresses the critical need for businesses to engage with customers promptly and effectively in the digital landscape. By offering a suite of tools that combine live chat, automation, and visitor analytics, Chatra helps businesses: - Boost Sales: Engage potential customers in real-time, answer their questions, and guide them through the purchasing process, leading to increased conversion rates. - Enhance Customer Support: Provide immediate assistance and resolve issues swiftly, resulting in higher customer satisfaction and loyalty. - Reduce Cart Abandonment: Proactively reach out to visitors who have abandoned their shopping carts, addressing concerns and encouraging them to complete their purchases. - Streamline Communication: Centralize messages from multiple channels, ensuring that no customer inquiry goes unnoticed and improving response times. - Gain Valuable Insights: Access detailed information about website visitors and their behavior, enabling businesses to make data-driven decisions and personalize their marketing strategies. By integrating Chatra into their operations, businesses can create meaningful connections with their customers, optimize their sales processes, and build a strong foundation for long-term success.

**Average Rating:** 4.2/5.0

**Total Reviews:** 31

#### How Do G2 Users Rate Chatra?

- **Has the product been a good partner in doing business?:** 7.8/10 (Category avg: 9.1/10)
- **Lead Development:** 8.1/10 (Category avg: 8.5/10)
- **Customization :** 7.7/10 (Category avg: 8.5/10)
- **Co-Browsing:** 6.5/10 (Category avg: 8.1/10)

#### Who Is the Company Behind Chatra?

- **Seller:** [Chatra (by Brevo)](https://www.g2.com/sellers/chatra-by-brevo)
- **Year Founded:** 2015
- **HQ Location:** N/A
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=3f4f6ca5f26ea76d9cbeb5cc0ba8ea2f842a6c9417660b8b5373c6b767da5f1e&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fchatra.io%2F&secure%5Burl_type%5D=linkedin_company_website)  
11 employees on LinkedIn®

#### Who Uses This Product?

- **Top Industries:** Financial Services
- **Company Size:** 69% Small, 25% Medium

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

_AI-generated summary from verified user reviews_

##### Pros

- Users appreciate the **user-friendly interface and feature integration** of Chatra for efficient customer support and lead management.
- Users appreciate the **efficient messaging features** of Chatra, enhancing communication and customer support with ease.
- Users love the **user-friendly interface** of Chatra, enhancing communication and support with ease and efficiency.
- Users appreciate the **ease of use** of Chatra, seamlessly integrating messages, emails, and customer support functions.
- Users love the **easy management** of messages and customer information in Chatra for effective support.

##### Cons

- Users experienced initial **bugs** like silent notifications, though many were resolved over time.

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

**["Great fit for small businesses"](https://www.g2.com/survey_responses/chatra-review-11745379)**

**Rating:** 5.0/5.0 stars

_— Reema D._

[Read full review](https://www.g2.com/survey_responses/chatra-review-11745379)

**["Quick response with chatbot"](https://www.g2.com/survey_responses/chatra-review-8213013)**

**Rating:** 4.0/5.0 stars

_— Tony R._

[Read full review](https://www.g2.com/survey_responses/chatra-review-8213013)

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

- [What does Chatra do?](https://www.g2.com/discussions/what-does-chatra-do)
- [How do I disable Chatra?](https://www.g2.com/discussions/how-do-i-disable-chatra)
- [Is Chatra good?](https://www.g2.com/discussions/is-chatra-good)
- [What is Chatra?](https://www.g2.com/discussions/what-is-chatra)

### [WorkHub](https://www.g2.com/products/workhub-workhub/reviews)

WorkHub Connect is a powerful team conferencing tool that enables you to easily stay in touch with both internal and external contacts. You can communicate with remote team members through text, audio, and video calls. It also comes with screen-sharing and recording capabilities. Connect provides a Team Wall feature that takes periodic headshots and displays them, allowing for easy management of each team member's online presence. In addition, its widgets can offer real-time support on web platforms.

**Average Rating:** 4.9/5.0

**Total Reviews:** 53

#### How Do G2 Users Rate WorkHub?

- **Has the product been a good partner in doing business?:** 8.9/10 (Category avg: 9.1/10)
- **Lead Development:** 9.7/10 (Category avg: 8.5/10)
- **Customization :** 9.7/10 (Category avg: 8.5/10)
- **Co-Browsing:** 9.0/10 (Category avg: 8.1/10)

#### Who Is the Company Behind WorkHub?

- **Seller:** [WorkHub](https://www.g2.com/sellers/workhub-07422e3b-b6b2-4e34-a2f4-5b5f5eb265e2)
- **HQ Location:** San Jose, US
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=64d9a514fedb2e7a6bfd744f8264a59b3409702a7426556f9d62e2471110d388&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fworkhub-official%2F&secure%5Burl_type%5D=linkedin_company_website)  
42 employees on LinkedIn®
- **Ownership:** Ali Shaheen

#### Who Uses This Product?

- **Who Uses This:** Software Engineer
- **Top Industries:** Information Technology and Services
- **Company Size:** 53% Small, 47% Medium

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

_AI-generated summary from verified user reviews_

##### Pros

- Users appreciate the **ease of use** of WorkHub, enhancing communication and project management seamlessly.
- Users enjoy the **seamless team connectivity** with WorkHub Connect, enhancing collaboration through messaging and video calls.
- Users value the **effective team collaboration** in WorkHub, enhancing communication and productivity through customizable channels and huddles.
- Users value the **easy communication** features of WorkHub, enhancing collaboration and enabling quick interactions across teams.
- Users commend the **user-friendly interface** of WorkHub, praising its seamless onboarding and intuitive communication features.

##### Cons

- Users are frustrated by the **limited message management features** in WorkHub, particularly the inability to delete messages.
- Users find WorkHub's **limited features** inadequate compared to competitors, lacking robust communication and file storage capabilities.
- Users report **bugs** such as unread message notifications, freezing desktop versions, and frustrating refresh requirements for new messages.
- Users find the **inadequate search** function frustrating, often struggling to locate specific information amidst many results.
- Users find the **user interface confusing** , particularly for new users navigating its features and tools.

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

**["Ideal tool for real time communication & conferencing."](https://www.g2.com/survey_responses/workhub-review-9445539)**

**Rating:** 4.5/5.0 stars

_— Shoaib I._

[Read full review](https://www.g2.com/survey_responses/workhub-review-9445539)

**["Connect's screen sharing feature is excellent!"](https://www.g2.com/survey_responses/workhub-review-6620558)**

**Rating:** 5.0/5.0 stars

_— Tariq W._

[Read full review](https://www.g2.com/survey_responses/workhub-review-6620558)

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

- [What is WorkHub Connect used for?](https://www.g2.com/discussions/what-is-workhub-connect-used-for) - 1 comment, 1 upvote

### [Chatlio](https://www.g2.com/products/chatlio/reviews)

Chat with your website visitors directly from Slack. You don't need another chat client to talk to your customers. Simple one minute install. Visitors to your site then can instantly chat with you about pre-sales questions, support issues, etc. while you and your team respond directly from Slack without any additional tools to install or use.

**Average Rating:** 4.3/5.0

**Total Reviews:** 83

#### How Do G2 Users Rate Chatlio?

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

#### Who Is the Company Behind Chatlio?

- **Seller:** [Chatlio](https://www.g2.com/sellers/chatlio)
- **HQ Location:** Seattle, Washington
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=8d152622c8afd3e47c94b1c1b24372ff76d294a5cfb3b6b88e0cdb0295f87818&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fchatlio%2Fabout&secure%5Burl_type%5D=linkedin_company_website)  
2 employees on LinkedIn®

#### Who Uses This Product?

- **Top Industries:** Computer Software, Information Technology and Services
- **Company Size:** 74% Small, 20% Medium

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

**["Simply the best LiveChat for Slack"](https://www.g2.com/survey_responses/chatlio-review-3983280)**

**Rating:** 5.0/5.0 stars

_— Anatoly B._

[Read full review](https://www.g2.com/survey_responses/chatlio-review-3983280)

**["Easy to comprehend"](https://www.g2.com/survey_responses/chatlio-review-6539957)**

**Rating:** 4.5/5.0 stars

_— Dev K._

[Read full review](https://www.g2.com/survey_responses/chatlio-review-6539957)

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

- [What has been your experience with Chatlio for real-time customer support, and how does it compare to other tools?](https://www.g2.com/discussions/what-has-been-your-experience-with-chatlio-for-real-time-customer-support-and-how-does-it-compare-to-other-tools)
- [What is Chatlio used for?](https://www.g2.com/discussions/what-is-chatlio-used-for)

### [OutboundEngine](https://www.g2.com/products/outboundengine/reviews)

OutboundEngine helps businesses grow by making online marketing simple and easy for everyone. We create beautiful, high-impact marketing campaigns, deliver them automatically and track engagement to show who’s ready to have a conversation. Our platform strengthens relationships with customers, partners and prospects to uncover more opportunities with less work.

**Average Rating:** 3.7/5.0

**Total Reviews:** 157

#### How Do G2 Users Rate OutboundEngine?

- **Has the product been a good partner in doing business?:** 8.1/10 (Category avg: 9.1/10)
- **Lead Development:** 8.6/10 (Category avg: 8.5/10)
- **Customization :** 7.9/10 (Category avg: 8.5/10)
- **Co-Browsing:** 5.0/10 (Category avg: 8.1/10)

#### Who Is the Company Behind OutboundEngine?

- **Seller:** [OutboundEngine](https://www.g2.com/sellers/outboundengine)
- **Year Founded:** 2012
- **HQ Location:** Austin, Texas
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=9e869c91664876e6d2ea16008f731cd8a139fcb3f7f77e74fc1d547b71797172&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F2699791%2F&secure%5Burl_type%5D=linkedin_company_website)  
164 employees on LinkedIn®

#### Who Uses This Product?

- **Who Uses This:** Realtor, Real Estate Agent
- **Top Industries:** Real Estate, Insurance
- **Company Size:** 71% Small, 16% Medium

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

_AI-generated summary from verified user reviews_

##### Pros

- Users value the **automation efficiency** of OutboundEngine, enhancing their marketing and reputation management effortlessly.
- Users appreciate OutboundEngine for its **automation capabilities** , enhancing reputation management and social media engagement effortlessly.
- Users value the **automation features** of OutboundEngine, enabling efficient reputation and social media management.
- Users appreciate the **ease of use** of OutboundEngine, especially the fast and straightforward initial setup process.
- Users appreciate the **easy setup** of OutboundEngine, enabling quick and efficient access to its powerful features.

##### Cons

- Users find the **high pricing** of OutboundEngine a barrier, especially without a free trial for new users.

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

**["Effortless Social Media Automation for Enhanced Reputation"](https://www.g2.com/survey_responses/outboundengine-review-12291182)**

**Rating:** 4.0/5.0 stars

_— Arunodya P._

[Read full review](https://www.g2.com/survey_responses/outboundengine-review-12291182)

**["Seamless Marketing Automation, Tailored for Accounting"](https://www.g2.com/survey_responses/outboundengine-review-12883073)**

**Rating:** 4.0/5.0 stars

_— Kalkman S._

[Read full review](https://www.g2.com/survey_responses/outboundengine-review-12883073)

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

- [What does a strategist do?](https://www.g2.com/discussions/what-does-a-strategist-do)
- [How much does OutboundEngine cost?](https://www.g2.com/discussions/how-much-does-outboundengine-cost)
- [Is OutboundEngine worth it?](https://www.g2.com/discussions/is-outboundengine-worth-it) - 1 comment
- [What does OutboundEngine do?](https://www.g2.com/discussions/what-does-outboundengine-do) - 1 comment

### [Gist](https://www.g2.com/products/gist/reviews)

Gist is a suite of tools businesses use to market, sell and communicate with their customers. And we're on a mission to help marketing, sales and support teams create great customer experiences in every interaction across the customer lifecycle, at scale. Today, over 10,000 businesses are using Gist and we're just getting started. Customers use us to talk to their leads and customers and be that central source of truth. We believe that we’re in the middle of a huge shift in SaaS space towards all-in-one platforms and we need your help. Join us on this journey and help us transform the way people run businesses :)

**Average Rating:** 4.6/5.0

**Total Reviews:** 219

#### How Do G2 Users Rate Gist?

- **Has the product been a good partner in doing business?:** 9.2/10 (Category avg: 9.1/10)
- **Lead Development:** 8.7/10 (Category avg: 8.5/10)
- **Customization :** 8.3/10 (Category avg: 8.5/10)
- **Co-Browsing:** 7.0/10 (Category avg: 8.1/10)

#### Who Is the Company Behind Gist?

- **Seller:** [Gist](https://www.g2.com/sellers/gist)
- **Year Founded:** 2020
- **HQ Location:** Newark, Delaware
- **Twitter:** @gistplatform  
2,741 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=9682c8e2cb5aa5530e4891cbd496814874c27b58953775d6e8057e2e0b2df957&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F13263466%2F&secure%5Burl_type%5D=linkedin_company_website)  
13 employees on LinkedIn®

#### Who Uses This Product?

- **Who Uses This:** Founder, CEO
- **Top Industries:** Marketing and Advertising, Computer Software
- **Company Size:** 94% Small, 5% Medium

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

_AI-generated summary from verified user reviews_

##### Pros

- Users love the **ease of use** of Gist, finding it simple to engage and support their customers effectively.
- Users highlight the **efficient customer support** of Gist, praising its fast responses and helpful knowledge base.
- Users love Gist's **all-inclusive platform** , combining marketing and business management with easy-to-use features and tools.
- Users appreciate the **intuitive chat features** of Gist, enhancing customer engagement and support efficiency.
- Users love Gist for its **all-inclusive email marketing solution** , which simplifies business processes and enhances customer engagement.

##### Cons

- Users face a notable **learning curve** with Gist, making it challenging to navigate and utilize advanced features initially.
- Users find Gist's **limited features** frustrating, especially regarding customization and chat automation across multiple channels.
- Users find **limited options** in Gist's mobile app, causing frustrating experiences when chatting with clients.
- Users report issues with **live chat functionality** , experiencing app crashes and problems with message delivery.
- Users find Gist's interface **not intuitive** , with a frustrating learning curve and misplaced settings causing confusion initially.

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

**["Impressive Chat Features and a CRM That Truly Helps"](https://www.g2.com/survey_responses/gist-review-2814277)**

**Rating:** 5.0/5.0 stars

_— Verified User in Animation_

[Read full review](https://www.g2.com/survey_responses/gist-review-2814277)

**["The best live chat software for the money."](https://www.g2.com/survey_responses/gist-review-2813601)**

**Rating:** 5.0/5.0 stars

_— Michael W._

[Read full review](https://www.g2.com/survey_responses/gist-review-2813601)

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

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

### [SalesCaptain](https://www.g2.com/products/salescaptain-inc-salescaptain/reviews)

SalesCaptain is an all-in-one communication platform with a chat based AI agent builder, designed for modern businesses. It unifies phone calls, texting, webchat, and social media messaging into a single collaborative inbox. With SalesCaptain, you can easily create AI-powered phone and text agents to handle calls, answer queries, route leads, filter spam, and automate tasks — all without any technical expertise. SalesCaptain also includes a suite of built-in business apps for managing reviews, appointments, lead stages, team leaderboards, and more — giving you everything you need to streamline customer engagement and team performance in one platform. Build drag-and-drop automations, connect with 50+ popular platforms like HubSpot, Booker, Clio, and ServiceFusion, or go deeper with API, webhooks, and Zapier support. Whether you're a startup or a multi-location enterprise, SalesCaptain helps you scale communication and customer engagement with ease.

**Average Rating:** 4.3/5.0

**Total Reviews:** 227

#### How Do G2 Users Rate SalesCaptain?

- **Has the product been a good partner in doing business?:** 9.4/10 (Category avg: 9.1/10)
- **Lead Development:** 5.8/10 (Category avg: 8.5/10)
- **Customization :** 6.7/10 (Category avg: 8.5/10)

#### Who Is the Company Behind SalesCaptain?

- **Seller:** [SalesCaptain](https://www.g2.com/sellers/salescaptain-0ad71d1f-2581-417b-b396-fc2e2582d6e6)
- **Year Founded:** 2020
- **HQ Location:** New York, US
- **Twitter:** @SalesCaptainInc  
157 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=e5bf3e8f34d26d945a18a2e220f628264bfbc16700ef77e9ab831262c26e12b6&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fsalescaptainhq&secure%5Burl_type%5D=linkedin_company_website)  
25 employees on LinkedIn®

#### Who Uses This Product?

- **Who Uses This:** Marketing Manager, Operations Manager
- **Top Industries:** Marketing and Advertising, Retail
- **Company Size:** 71% Small, 27% Medium

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

_AI-generated summary from verified user reviews_

##### Pros

- Users value the **automation features** of SalesCaptain, enhancing workflow and maintaining customer engagement effortlessly.
- Users value the **clear and consistent communication** from SalesCaptain, enhancing client experience and organization significantly.
- Users appreciate the **ease of use** of SalesCaptain, streamlining client communication and enhancing organization and efficiency.
- Users appreciate SalesCaptain for its **immediate response capability** , ensuring no leads go cold during busy times.
- Users appreciate the **clear and consistent communication** from SalesCaptain, enhancing client experience and building trust.

##### Cons

- Users note a **steep learning curve** for initial setup, making customization and advanced features challenging at first.
- Users find the **time-consuming onboarding** process frustrating, particularly for larger teams and new users of SalesCaptain.
- Users desire **more sophisticated reporting** in SalesCaptain to better analyze key performance metrics and gain insights.
- Users express frustration over **limited customization** , wishing for more flexibility in dashboards and reporting options.
- Users note a **steep learning curve** for initial setup and advanced configuration, requiring time to adjust to features.

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

**["Reducing Sales Complexity with a Centralized Platform"](https://www.g2.com/survey_responses/salescaptain-review-13174134)**

**Rating:** 4.5/5.0 stars

_— Brooks G._

[Read full review](https://www.g2.com/survey_responses/salescaptain-review-13174134)

**["Fantastic all in one communication tool"](https://www.g2.com/survey_responses/salescaptain-review-13182010)**

**Rating:** 4.5/5.0 stars

_— Ashlyn W._

[Read full review](https://www.g2.com/survey_responses/salescaptain-review-13182010)

### [Chatstack](https://www.g2.com/products/stardevelop-chatstack/reviews)

Live Help Messenger provides you with a customer service software solution that will allow you to chat with your web site visitors and engage potential customers.

**Average Rating:** 4.3/5.0

**Total Reviews:** 38

#### How Do G2 Users Rate Chatstack?

- **Has the product been a good partner in doing business?:** 9.3/10 (Category avg: 9.1/10)
- **Lead Development:** 7.9/10 (Category avg: 8.5/10)
- **Customization :** 8.1/10 (Category avg: 8.5/10)
- **Co-Browsing:** 8.5/10 (Category avg: 8.1/10)

#### Who Is the Company Behind Chatstack?

- **Seller:** [Stardevelop](https://www.g2.com/sellers/stardevelop)
- **HQ Location:** Gold Coast
- **Twitter:** @stardevelop  
11,019 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=c9c67701d74f34d51dad19c5c0961a8ce93365453ed6425570c3f4566c1779b0&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fchatstack%2Fabout%2F&secure%5Burl_type%5D=linkedin_company_website)  
1 employees on LinkedIn®

#### Who Uses This Product?

- **Company Size:** 61% Small, 26% Medium

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

_AI-generated summary from verified user reviews_

##### Pros

- Users commend the **fast response times** and the integration of essential features that support company growth.
- Users value the **time-saving features** of Chatstack, enhancing efficiency and supporting company growth seamlessly.

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

**["Chatstack has made immense improvements"](https://www.g2.com/survey_responses/chatstack-review-8050953)**

**Rating:** 4.0/5.0 stars

_— Jennifer S._

[Read full review](https://www.g2.com/survey_responses/chatstack-review-8050953)

**["Tool to help in communication with customer"](https://www.g2.com/survey_responses/chatstack-review-8624320)**

**Rating:** 4.5/5.0 stars

_— Verified User in Computer Software_

[Read full review](https://www.g2.com/survey_responses/chatstack-review-8624320)

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

- [What is live chat customer service?](https://www.g2.com/discussions/live-help-messenger-what-is-live-chat-customer-service)
- [What is live chat system?](https://www.g2.com/discussions/what-is-live-chat-system) - 1 comment
- [Why do you need live chat software?](https://www.g2.com/discussions/why-do-you-need-live-chat-software)
- [What are the features of live chat?](https://www.g2.com/discussions/what-are-the-features-of-live-chat)

### [Positive User](https://www.g2.com/products/positive-user/reviews)

Part of Positive’s digital marketing ecosystem, Positive User is the customer engagement platform built to bridge the gap between tools that are too limited for growth and platforms that are too complex and expensive. One platform. Every channel. One customer profile. Email, SMS, WhatsApp, web push, in-app, chat, landing pages, CRM, and automation: what five different vendors usually sell you, working from a single login. Marketing, sales, and customer service teams across Europe use Positive User to orchestrate the full customer journey, from first contact to loyalty, without technical barriers. What makes us different: -Clean and intuitive by design: drag-and-drop builder, ready-made automation scenarios, and onboarding AI who do the heavy lifting with you - Powerful enough to scale without limits: advanced workflows, granular segmentation and behavioral triggers -AI-native from day one: Uma, our always-on AI assistant, is embedded directly in your workflow so you can access data and uncover insights in natural language, instantly -Built and hosted in Europe: 100% European infrastructure, teams, and data governance, under European law -Human at the core: multilingual support, local teams, and strategic guidance from people who know your market Our team consists of people who always reach out for more and don’t understand the meaning of the word ‘impossible’. Trusted by 100,000+ businesses across Europe. From independent founders to companies serving millions of customers. To learn more visit: https://user.com/

**Average Rating:** 4.3/5.0

**Total Reviews:** 51

#### How Do G2 Users Rate Positive User?

- **Has the product been a good partner in doing business?:** 8.3/10 (Category avg: 9.1/10)
- **Lead Development:** 8.1/10 (Category avg: 8.5/10)
- **Customization :** 9.3/10 (Category avg: 8.5/10)
- **Co-Browsing:** 9.2/10 (Category avg: 8.1/10)

#### Who Is the Company Behind Positive User?

- **Seller:** [Positive User](https://www.g2.com/sellers/positive-user)
- **Year Founded:** 2016
- **HQ Location:** Paris, FR
- **Twitter:** @user\_com\_app  
6,263 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=70a50bafdda6c7c884c51ce22a55aa41734c9b2cfedfb7901c2703a98a724261&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fuser-com%2F&secure%5Burl_type%5D=linkedin_company_website)  
72 employees on LinkedIn®

#### Who Uses This Product?

- **Top Industries:** Marketing and Advertising, Computer Software
- **Company Size:** 76% Small, 18% Medium

#### What Do G2 Reviewers Say About Positive User?

_AI-generated summary from verified user reviews_

##### Pros

- Users value the **effortless automation** capabilities of User.com, streamlining marketing operations and saving significant time.
- Users value the **automation features** of User.com, enabling efficient campaign management and seamless engagement across channels.
- Users commend the **ease of use** of User.com, highlighting its intuitive setup and streamlined marketing processes.
- Users appreciate the **easy implementation** of User.com, allowing for a quick and straightforward setup process for marketing automation.
- Users appreciate the **easy setup** of User.com, enabling quick onboarding and seamless integration with existing tools.

##### Cons

- Users face **automation complexity** in Positive User, struggling with advanced setups and overwhelming features for new users.
- Users find the **automation limitations** in Positive User hinder complex workflows, requiring cumbersome workarounds for advanced scenarios.
- Users experience **occasional glitches** with email delivery and integrations that hinder workflow efficiency.
- Users find the **learning curve steep** with User.com due to complex features and automation setups for new users.
- Users note a **lack of advanced customization** in workflow options, limiting complex automation abilities and user journeys.

#### What Are Recent G2 Reviews of Positive User?

**["Comprehensive CRM and Automation, Needs Enhanced Insights"](https://www.g2.com/survey_responses/positive-user-review-12532905)**

**Rating:** 4.0/5.0 stars

_— Udaya D._

[Read full review](https://www.g2.com/survey_responses/positive-user-review-12532905)

**["Perfect Fit for DACH B2B Sales Compliance"](https://www.g2.com/survey_responses/positive-user-review-12983474)**

**Rating:** 4.0/5.0 stars

_— Verified User in Building Materials_

[Read full review](https://www.g2.com/survey_responses/positive-user-review-12983474)

#### What Are G2 Users Discussing About Positive User?

- [What does User.Com do?](https://www.g2.com/discussions/what-does-user-com-do) - 1 comment
- [What is UserEngage?](https://www.g2.com/discussions/what-is-userengage)
- [Is User com good?](https://www.g2.com/discussions/is-user-com-good) - 1 comment
- [Is user com a CRM?](https://www.g2.com/discussions/is-user-com-a-crm)

### [JivoChat](https://www.g2.com/products/jivochat/reviews)

JivoChat is an all-in-one business messenger designed to enhance customer communication by integrating multiple channels into a single platform. It enables businesses to engage with clients through live chat, social media, messengers, and phone calls, ensuring seamless and efficient interactions. Key Features and Functionality: - Omnichannel Support: Consolidates various communication channels, including WhatsApp, Instagram, Facebook, Telegram, email, and Apple Business Chat, allowing businesses to interact with customers on their preferred platforms. - Live Chat for Websites and Mobile Apps: Provides customizable chat widgets for both web and mobile platforms, facilitating real-time engagement with website visitors and app users. - Chatbots and AI Integration: Utilizes AI-powered chatbots to handle standard inquiries, automate responses, and operate 24/7, thereby reducing the workload on human agents. - Proactive Engagement Tools: Features proactive chat invitations, pre-chat buttons, and real-time visitor monitoring to initiate conversations and boost conversion rates. - CRM Integration: Offers built-in CRM capabilities and integrates with existing CRM systems, enabling efficient management of customer interactions and data. - Telephony and Video Calls: Supports voice calls, video calls, and callback features, providing versatile communication options to meet diverse customer needs. Primary Value and Solutions Provided: JivoChat addresses the challenge of fragmented customer communication by unifying various channels into a single interface, enhancing response times and customer satisfaction. Its AI-driven automation and chatbot features allow businesses to handle a high volume of inquiries efficiently, reducing operational costs. The platform's proactive engagement tools and real-time monitoring capabilities help in capturing leads and increasing conversion rates. By integrating with existing CRM systems and offering comprehensive analytics, JivoChat empowers businesses to streamline their customer service processes and build stronger relationships with their clients.

**Average Rating:** 4.6/5.0

**Total Reviews:** 48

#### How Do G2 Users Rate JivoChat?

- **Has the product been a good partner in doing business?:** 9.1/10 (Category avg: 9.1/10)
- **Lead Development:** 8.8/10 (Category avg: 8.5/10)
- **Customization :** 9.3/10 (Category avg: 8.5/10)
- **Co-Browsing:** 7.4/10 (Category avg: 8.1/10)

#### Who Is the Company Behind JivoChat?

- **Seller:** [JivoChat](https://www.g2.com/sellers/jivochat)
- **Year Founded:** 2012
- **HQ Location:** Vitória, BR
- **Twitter:** @JivoChat  
109 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=8a6b5075a0bb665000d6fefe82a7920917bd8677bbc1f7c2b8d342f5bc8260af&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F9193828%2F&secure%5Burl_type%5D=linkedin_company_website)  
102 employees on LinkedIn®

#### Who Uses This Product?

- **Who Uses This:** Consultant
- **Top Industries:** Information Technology and Services, Computer & Network Security
- **Company Size:** 61% Medium, 37% Small

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

**["Easy to use & makes your business look great!"](https://www.g2.com/survey_responses/jivochat-review-5185286)**

**Rating:** 5.0/5.0 stars

_— Rheanna Q._

[Read full review](https://www.g2.com/survey_responses/jivochat-review-5185286)

**["Great service and compact product"](https://www.g2.com/survey_responses/jivochat-review-9076528)**

**Rating:** 5.0/5.0 stars

_— Ellis L._

[Read full review](https://www.g2.com/survey_responses/jivochat-review-9076528)

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

- [How much is JivoChat?](https://www.g2.com/discussions/how-much-is-jivochat)
- [Which live chat software is best?](https://www.g2.com/discussions/jivochat-which-live-chat-software-is-best)
- [Is JivoChat legit?](https://www.g2.com/discussions/is-jivochat-legit) - 2 comments, 1 upvote
- [How JivoChat works?](https://www.g2.com/discussions/how-jivochat-works)

### [Kayako](https://www.g2.com/products/kayako/reviews)

Kayako is effortless customer service software that helps teams be more productive and build customer loyalty. Unlike legacy support tools, Kayako brings together your multi-channel conversations and customer information, so you can support customers as a team and keep the personal touch, even as you grow.

**Average Rating:** 4.1/5.0

**Total Reviews:** 225

#### How Do G2 Users Rate Kayako?

- **Has the product been a good partner in doing business?:** 8.3/10 (Category avg: 9.1/10)
- **Lead Development:** 8.1/10 (Category avg: 8.5/10)
- **Customization :** 7.9/10 (Category avg: 8.5/10)
- **Co-Browsing:** 8.3/10 (Category avg: 8.1/10)

#### Who Is the Company Behind Kayako?

- **Seller:** [Kayako](https://www.g2.com/sellers/kayako)
- **Year Founded:** 2001
- **HQ Location:** N/A
- **Twitter:** @Kayako  
9,448 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=daccafbb74f35ad1bedefc8e6ca3b84e0ac04dac05541aaf4799770c723a1d5b&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fkayako%2F&secure%5Burl_type%5D=linkedin_company_website)  
60 employees on LinkedIn®
- **Phone:** +1 (888) 952-9256

#### Who Uses This Product?

- **Top Industries:** Information Technology and Services, Computer Software
- **Company Size:** 53% Small, 35% Medium

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

_AI-generated summary from verified user reviews_

##### Pros

- Users praise the **contextual AI suggestions** in Kayako, enhancing response accuracy and reducing guesswork for support agents.
- Users value the **contextual AI efficiency** of Kayako, enhancing support responsiveness and accuracy in addressing customer needs.
- Users appreciate the **contextual AI technology** in Kayako, which significantly enhances support agents' efficiency and accuracy.
- Users value the **contextual automated responses** of Kayako, enhancing support with relevant AI-generated suggestions.
- Users appreciate the **contextual responsiveness** of Kayako's AI, enhancing support with accurate and relevant suggestions.

##### Cons

- Users find the **mobile experience lacking intuitiveness** , making it challenging for agents in the field or after hours.
- Users find the **mobile experience lacking** , stating it's not ideal for agents needing accessibility on-the-go.
- Users find the **mobile experience lacking** , making it inconvenient for agents needing quick access on-the-go.
- Users feel the **mobile experience is underdeveloped** , making it challenging for agents to use effectively on-the-go.

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

**["White-Glove Onboarding That Gets Kayako Working Fast"](https://www.g2.com/survey_responses/kayako-review-12889028)**

**Rating:** 5.0/5.0 stars

_— Deniz Y._

[Read full review](https://www.g2.com/survey_responses/kayako-review-12889028)

**["Surprisingly Human, High-Quality AI Replies That Nail Customer Context"](https://www.g2.com/survey_responses/kayako-review-12890475)**

**Rating:** 4.5/5.0 stars

_— Syed H._

[Read full review](https://www.g2.com/survey_responses/kayako-review-12890475)

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

- [What is Kayako used for?](https://www.g2.com/discussions/kayako-what-is-kayako-used-for)
- [What is Kayako used for?](https://www.g2.com/discussions/what-is-kayako-used-for)
- [What is help support?](https://www.g2.com/discussions/what-is-help-support)
- [What is Kayako com?](https://www.g2.com/discussions/what-is-kayako-com)
- [What is Kayako ticketing system?](https://www.g2.com/discussions/what-is-kayako-ticketing-system)

### [Whisbi](https://www.g2.com/products/whisbi/reviews)

Whisbi provides a mobile-first conversational sales & marketing platform for B2C enterprises. Our solution creates an opportunity for Sales & Marketing professionals to increase sales conversion, improve live engagement and provide a differentiating online customer experience. Whisbi combines all contact channels like video-call, chat, chatbot, click-to-call or a traditional phone call into one centralized data-driven UI for your customers. Enhanced by a BI engine, Whisbi provides the right channel for the right customer at the right time. The Whisbi solution easily integrates with existing infrastructures, ranging from call centers to physical stores and virtual showrooms. A simple inclusion of the solution on websites provides the ability to drive a truly omnichannel customer experience that significantly increases online conversion rates. We offer a world-class conversational platform for sales & marketing and are able to share industry-specific insights & expertise. We have unparalleled experience working closely with global enterprises in telecommunications, automotive, travel, and insurance & banking. Our solutions have managed over: 700M impressions, 47M clicks, 18M call requests, 10M conversations To date, we have delivered over 1.5M sales to our clients globally. And we’re just getting started! Whisbi puts human interactions at the center of the online customer experience and increases the ROI of digital marketing campaigns. It allows brands to better capitalize on their website traffic, increase their NPS score, differentiate through CX and sell more online. We integrate with the best marketing & sales solutions including Salesforce, Google Adwords, Google Analytics & Adobe Marketing Cloud, helping to deliver more powerful insights into the full customer journey. In essence, Whisbi enables modern marketing and sales teams to deliver multichannel experiences that support & complement existing digital commerce systems.

**Average Rating:** 4.4/5.0

**Total Reviews:** 18

#### How Do G2 Users Rate Whisbi?

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

#### Who Is the Company Behind Whisbi?

- **Seller:** [Whisbi](https://www.g2.com/sellers/whisbi)
- **Year Founded:** 2008
- **HQ Location:** Barcelona, Catalonia
- **Twitter:** @Whisbi  
11,225 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=ffccb31cc8bfe0967943e9def2eceb04527619069a39765fc5f9555d903be7c8&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F476615%2F&secure%5Burl_type%5D=linkedin_company_website)  
36 employees on LinkedIn®

#### Who Uses This Product?

- **Top Industries:** Automotive, Telecommunications
- **Company Size:** 61% Large, 22% Medium

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

**["Whisbi videochat"](https://www.g2.com/survey_responses/whisbi-review-1806705)**

**Rating:** 4.0/5.0 stars

_— Christian F._

[Read full review](https://www.g2.com/survey_responses/whisbi-review-1806705)

**["One to many for automotive company"](https://www.g2.com/survey_responses/whisbi-review-1791198)**

**Rating:** 5.0/5.0 stars

_— Victor H._

[Read full review](https://www.g2.com/survey_responses/whisbi-review-1791198)

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

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

### [Engagely](https://www.g2.com/products/engagely/reviews)

engagely.ai is an award-winning conversational customer engagement platform recognized by the Economic Times as the best tech brand in cognitive decision making forte. The multilingual conversational AI platform is a blend of AI and human intelligence which is helping businesses create exceptional customer experiences. With domain-specific robust knowledge & industry AI models, engagely helps automate customer engagement with its next-level products and services to deliver amazing customer experience. With its unique action-intent engine, engagely is a transformative AI powered platform that builds conversational chatbots with no coding. The leading AI omnichannel platform is capable of driving superior customer engagement across 35+ channels in more than 120 global languages with its proactive conversational AI chatbots, voice bots and email bots. Present in 4+ Countries I Trusted by 150+ Customers I Serving 10+ Industries

**Average Rating:** 4.3/5.0

**Total Reviews:** 19

#### How Do G2 Users Rate Engagely?

- **Has the product been a good partner in doing business?:** 9.0/10 (Category avg: 9.1/10)
- **Lead Development:** 6.7/10 (Category avg: 8.5/10)
- **Customization :** 7.5/10 (Category avg: 8.5/10)
- **Co-Browsing:** 10.0/10 (Category avg: 8.1/10)

#### Who Is the Company Behind Engagely?

- **Seller:** [Engagely.ai](https://www.g2.com/sellers/engagely-ai)
- **Year Founded:** 2012
- **HQ Location:** Watford
- **Twitter:** @engagelyai  
56 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=16a9e8fea9d2c924bd7baea01f15dcc71858166e42732e5e3309fb12575a4923&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fengagelyai%2F&secure%5Burl_type%5D=linkedin_company_website)  
74 employees on LinkedIn®

#### Who Uses This Product?

- **Company Size:** 37% Small, 32% Medium

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

_AI-generated summary from verified user reviews_

##### Pros

- Users appreciate the **ease of use** of Engagely, enabling quick content management and efficient training material updates.
- Users value the **efficiency** of Engagely, noting quick responses and easy content management for training materials.
- Users find Engagely's **ease of use and content management** to enhance smarter, quicker responses for end users.
- Users value the **user-friendly knowledge base** of Engagely, facilitating efficient content management and fast responses.
- Users appreciate the **smart and quick responses** provided by Engagely, enhancing their overall experience effortlessly.

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

**["Futuristic conversational AI platform for excellent customer support"](https://www.g2.com/survey_responses/engagely-review-5366148)**

**Rating:** 5.0/5.0 stars

_— Vivek V._

[Read full review](https://www.g2.com/survey_responses/engagely-review-5366148)

**["Easy to use and manage Knowledge base contents"](https://www.g2.com/survey_responses/engagely-review-8837681)**

**Rating:** 4.5/5.0 stars

_— Narayanmoorthy R._

[Read full review](https://www.g2.com/survey_responses/engagely-review-8837681)

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

- [What is Engagely.ai used for?](https://www.g2.com/discussions/what-is-engagely-ai-used-for)

- [‹ Prev‹ Prev](/categories/live-chat?hsCtaTracking=67a0661a-28db-4f6f-b899-ce9142b9978b%7C3ff823bf-88c5-44b6-a25b-5ed9eeece494&order=g2_score&page=10#product-list)
- [1](/categories/live-chat?hsCtaTracking=67a0661a-28db-4f6f-b899-ce9142b9978b%7C3ff823bf-88c5-44b6-a25b-5ed9eeece494&order=g2_score#product-list)
- [2](/categories/live-chat?hsCtaTracking=67a0661a-28db-4f6f-b899-ce9142b9978b%7C3ff823bf-88c5-44b6-a25b-5ed9eeece494&order=g2_score&page=2#product-list)
- …
- [7](/categories/live-chat?hsCtaTracking=67a0661a-28db-4f6f-b899-ce9142b9978b%7C3ff823bf-88c5-44b6-a25b-5ed9eeece494&order=g2_score&page=7#product-list)
- [8](/categories/live-chat?hsCtaTracking=67a0661a-28db-4f6f-b899-ce9142b9978b%7C3ff823bf-88c5-44b6-a25b-5ed9eeece494&order=g2_score&page=8#product-list)
- [9](/categories/live-chat?hsCtaTracking=67a0661a-28db-4f6f-b899-ce9142b9978b%7C3ff823bf-88c5-44b6-a25b-5ed9eeece494&order=g2_score&page=9#product-list)
- [10](/categories/live-chat?hsCtaTracking=67a0661a-28db-4f6f-b899-ce9142b9978b%7C3ff823bf-88c5-44b6-a25b-5ed9eeece494&order=g2_score&page=10#product-list)
- 11
- [12](/categories/live-chat?hsCtaTracking=67a0661a-28db-4f6f-b899-ce9142b9978b%7C3ff823bf-88c5-44b6-a25b-5ed9eeece494&order=g2_score&page=12#product-list)
- [13](/categories/live-chat?hsCtaTracking=67a0661a-28db-4f6f-b899-ce9142b9978b%7C3ff823bf-88c5-44b6-a25b-5ed9eeece494&order=g2_score&page=13#product-list)
- [14](/categories/live-chat?hsCtaTracking=67a0661a-28db-4f6f-b899-ce9142b9978b%7C3ff823bf-88c5-44b6-a25b-5ed9eeece494&order=g2_score&page=14#product-list)
- [15](/categories/live-chat?hsCtaTracking=67a0661a-28db-4f6f-b899-ce9142b9978b%7C3ff823bf-88c5-44b6-a25b-5ed9eeece494&order=g2_score&page=15#product-list)
- …
- [30](/categories/live-chat?hsCtaTracking=67a0661a-28db-4f6f-b899-ce9142b9978b%7C3ff823bf-88c5-44b6-a25b-5ed9eeece494&order=g2_score&page=30#product-list)
- [31](/categories/live-chat?hsCtaTracking=67a0661a-28db-4f6f-b899-ce9142b9978b%7C3ff823bf-88c5-44b6-a25b-5ed9eeece494&order=g2_score&page=31#product-list)
- [Next ›Next ›](/categories/live-chat?hsCtaTracking=67a0661a-28db-4f6f-b899-ce9142b9978b%7C3ff823bf-88c5-44b6-a25b-5ed9eeece494&order=g2_score&page=12#product-list)

Spotlight Categories

[Account-Based Orchestration Platforms](https://www.g2.com/categories/account-based-orchestration-platforms)

[Customer Communications Management Software](https://www.g2.com/categories/customer-communications-management)

[Social Media Listening Tools](https://www.g2.com/categories/social-media-listening-tools)

[Sales Intelligence Software](https://www.g2.com/categories/sales-intelligence)

[Contract Lifecycle Management (CLM) Software](https://www.g2.com/categories/contract-lifecycle-management-clm)

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.