# Best Live Chat Software - Page 14

## 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**

### SAP Business Data Cloud

SAP Business Data Cloud is a fully managed software-as-a-service (SaaS) solution that unifies and governs SAP data and connects with third-party data. As an evolution of the company's data, planning, and analytics solutions, SAP Business Data Cloud brings together SAP Datasphere, SAP Analytics Cloud, and SAP Business Warehouse with a unified experience that delivers insights across all lines of business. In addition, SAP Databricks is natively available in Business Data Cloud - bringing the power of Databricks Data Intelligence Platform capabilities to the product. SAP Business Data Cloud connects data by leveraging business data fabric principles, making it easier to discover, share, govern, and model this data. It includes SAP Databricks as a first-party data service. The platform combines prebuilt applications and data products across all lines of business. It provides fully managed, curated data products across all lines of business and eliminate the costs of data extracts. Users can build on SAP’s curated data products with their domain expertise, and deliver Intelligent Applications through the Business Data Cloud ecosystem. These intelligent applications are adaptive, AI-powered applications that learn from your data, understand business context, and act on your behalf to transform business outcomes.

[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=2026-08-02T12%3A12%3A02Z&secure%5Bdisplayable_resource_id%5D=1661&secure%5Bdisplayable_resource_type%5D=Category&secure%5Bmedium%5D=sponsored&secure%5Bplacement_reason%5D=retargeted_product&secure%5Bplacement_resource_ids%5D%5B%5D=1434713&secure%5Bprioritized%5D=false&secure%5Bproduct_id%5D=1434713&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%3D14%26trk%3Dpublic_post_comment-text&secure%5Btoken%5D=a81998a3cc4b6d33a5477d2f16c81711c57a337c8eaeadccf81766bda3e40230&secure%5Burl%5D=https%3A%2F%2Fwww.sap.com%2Fdocuments%2F2026%2F03%2Fbc3a8c27-447f-0010-bca6-c68f7e60039b.rc.html%3Fcampaigncode%3DCRM-YD25-BDC-406625%26source%3DBDC-click-campaign-G2&secure%5Burl_type%5D=custom_url)

### [KODIF](https://www.g2.com/products/kodif/reviews)

KODIF offers the first full AI workforce for e-commerce brands. We help you support customers across their entire journey, while reducing the load on human agents and driving more revenue through subscriptions, upsells, and smarter shopping experiences. We start by giving every brand an AI Agent. Depending on your needs, these agents all have different skills and capabilities, but in all cases they can connect into your backend systems: order management, warehouse tools, subscription management and more, so it can automate meaningful actions, not just conversations. There are three tiers: Tier 1 focuses on chat, delivering personalized, human-like conversations connected directly in your help desk and e-commerce platform for real-time information and human agent handoffs. Tier 2 expands into channels like email and SMS, offering authenticated, high-personalization experiences and the ability to manage segmented knowledge for global brands. And our Super Agent takes it further, connecting across all channels and including more personalization techniques and segmentation of knowledge across brands or geographies. All of our Agents act as AI Shoppers, a concierge that drives revenue by recommending products, creating bundles, boosting retention, and making sure customers always find the right fit. On top of that, you can hire two powerful AI Specialists: The AI Manager, who oversees your AI agents, identifies and helps you fill knowledge gaps, ensures accuracy through testing, and alerts you to volume spikes or new customer needs. The AI Analyst, who intelligently tags conversations and provides deep insights so you can improve your products, services, and make faster business decisions. Put it all together, and KODIF gives you end-to-end AI coverage across the e-commerce journey: delight customers, reduce manual effort, and unlock new sales opportunities, all with a workforce that learns and scales with your business.

**Average Rating:** 4.8/5.0

**Total Reviews:** 30

#### How Do G2 Users Rate KODIF?

- **Has the product been a good partner in doing business?:** 9.1/10 (Category avg: 9.1/10)
- **Lead Development:** 7.3/10 (Category avg: 8.5/10)
- **Customization :** 9.0/10 (Category avg: 8.5/10)
- **Co-Browsing:** 7.0/10 (Category avg: 8.1/10)

#### Who Is the Company Behind KODIF?

- **Seller:** [KODIF](https://www.g2.com/sellers/kodif)
- **Year Founded:** 2021
- **HQ Location:** Palo Alto, CA
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=39f04474eccf15b6566e9d07708618e58656eab0e79f6a07f4d2b26726af290d&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fkodifai%2F&secure%5Burl_type%5D=linkedin_company_website)  
22 employees on LinkedIn®

#### Who Uses This Product?

- **Top Industries:** Consumer Goods
- **Company Size:** 71% Medium, 19% Small

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

_AI-generated summary from verified user reviews_

##### Pros

- Users find KODIF incredibly **easy to use** , appreciating its intuitive interface and efficient information handling capabilities.
- Users find the **helpful support team** at Kodif invaluable for customization and efficient service delivery.
- Users appreciate the **responsive customer support** from Kodif, enhancing efficiency and improving overall service delivery.
- Users highlight KODIF's **efficiency** , enjoying streamlined tasks and faster responses that enhance productivity and customer satisfaction.
- Users value the **automation functionalities** of Kodif, enhancing efficiency and streamlining customer support processes.

##### Cons

- Users note the **complexity of automations** in KODIF, often requiring engineer assistance for optimal setup.
- Users face **integration difficulties** with KODIF, requiring custom solutions that complicate setup and management.
- Users face **integration challenges** with KODIF, requiring extra engineering support for effective data handoffs and functionality.
- Users find the **lack of integrations** with KODIF challenging, requiring extra engineering support for effective setup.
- Users face a slight **learning curve** with the UI, but it improves quickly with inquiries and support.

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

**["Incredible AI Customer Support Option, Always Open to Feedback, but the UI Needs Major Improvement"](https://www.g2.com/survey_responses/kodif-review-12704371)**

**Rating:** 4.0/5.0 stars

_— Saad M._

[Read full review](https://www.g2.com/survey_responses/kodif-review-12704371)

**["Unmatched AI Performance and Exceptional Support with KODIF"](https://www.g2.com/survey_responses/kodif-review-11918921)**

**Rating:** 5.0/5.0 stars

_— Lauryn D._

[Read full review](https://www.g2.com/survey_responses/kodif-review-11918921)

### [OneHash Chat](https://www.g2.com/products/onehash-chat/reviews)

OneHash Chat is a tailored made real time customer engagement tool having shared inbox, omni-channel support, AI assist, chatbot and many more. A tailor made solution which is scalable, robust and comprehensive. Some notable features are - Unlimited Inbox - Unlimited Agents - Chat Widgets - AI Assist via OpenAI - Chatbot - Messenger, Telegram, email, Line Inbox - Workflow Automation - User Permission on Inbox - Canned Response - Generate reports (CSAT, Open Conversations, Conversation Traffic, Conversations by Agents etc.) - Add Label to the conversation - Event and Condition based Automation - Run Campaign on the Inbox - Import and Export Contacts

**Average Rating:** 4.8/5.0

**Total Reviews:** 13

#### How Do G2 Users Rate OneHash Chat?

- **Has the product been a good partner in doing business?:** 10.0/10 (Category avg: 9.1/10)
- **Lead Development:** 9.2/10 (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 OneHash Chat?

- **Seller:** [OneHash](https://www.g2.com/sellers/onehash)
- **Year Founded:** 2020
- **HQ Location:** Delaware
- **Twitter:** @OneHash  
593 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=22bed1ad7527530dcac78273c7f2db7a15eaa592c7fdbdf8f5990fa145c1f411&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fonehash&secure%5Burl_type%5D=linkedin_company_website)  
28 employees on LinkedIn®

#### Who Uses This Product?

- **Top Industries:** Information Technology and Services
- **Company Size:** 62% Small, 38% Medium

#### What Do G2 Reviewers Say About OneHash Chat?

_AI-generated summary from verified user reviews_

##### Pros

- Users appreciate the **user-friendly interface** of OneHash Chat, enhancing team communication and efficiency daily.
- Users appreciate the **collaboration efficiency** of OneHash Chat, which enhances team communication and streamlines daily tasks.
- Users appreciate the **ease of communication** with OneHash Chat, enhancing team collaboration through its simple and efficient interface.
- Users appreciate the **ease of use** of OneHash Chat, which greatly enhances team communication and efficiency.
- Users love the **easy communication** with OneHash Chat, praising its simple interface and efficient collaboration tools.

#### What Are Recent G2 Reviews of OneHash Chat?

**["Excellent Addition for Customer Support Teams"](https://www.g2.com/survey_responses/onehash-chat-review-9966138)**

**Rating:** 5.0/5.0 stars

_— Aditya N._

[Read full review](https://www.g2.com/survey_responses/onehash-chat-review-9966138)

**["OneHash Chat: Streamlined Communication & Faster Conversions"](https://www.g2.com/survey_responses/onehash-chat-review-9893942)**

**Rating:** 4.5/5.0 stars

_— Jenis K._

[Read full review](https://www.g2.com/survey_responses/onehash-chat-review-9893942)

### [Salesmate](https://www.g2.com/products/salesmate/reviews)

Salesmate is an AI-powered Customer Relationship Management (CRM) platform built for mid-market and enterprise teams that need a connected system to run revenue operations at scale. It centralizes customer data, deal pipelines, tasks, and conversations so sales, marketing, support, and revenue operations stay aligned on every account. By bringing execution and visibility into one place, Salesmate reduces operational friction and helps teams move faster from first touch to renewal. Salesmate is designed for organizations scaling across teams, regions, and customer segments - and looking for a CRM that supports structured processes without slowing people down. The platform supports key revenue workflows such as capturing and qualifying leads, managing complex sales cycles, coordinating cross-team handoffs, and tracking performance through reporting and forecasting. Automation through no-code workflows and sequences reduces repetitive work, standardizes best practices, and ensures timely follow-ups without adding unnecessary complexity. A core strength of Salesmate is communication visibility and execution discipline. With seamless email synchronization and tracking, teams can monitor engagement and keep every interaction tied to the right contact, company, and deal. Built-in meeting scheduling improves speed-to-lead and responsiveness, while dashboards and reports give leaders the clarity they need to forecast accurately, identify bottlenecks, and optimize conversion across the funnel. Skara extends Salesmate with CRM-native AI agents that don’t just answer questions - they take action across the customer lifecycle. Skara can engage prospects and customers through real-time conversations, qualify and route inbound leads, book meetings using calendar availability and time-zone logic, and automatically create or update CRM records to keep pipelines clean. Beyond pre-sales, Skara can handle repetitive support requests using knowledge bases, deflect tickets, capture structured data through conversational forms, trigger workflows, assign owners, and escalate complex cases with full context and summaries. For eCommerce and digital-first businesses, Skara also enables conversational commerce use cases such as guided product discovery, answering product and availability questions, handling order status and returns, and capturing high-intent signals that flow directly into the CRM. Together, Salesmate and Skara help mid-market and enterprise organizations operate with greater speed and precision - delivering more qualified conversations, cleaner data, stronger handoffs between teams, and a customer experience that feels responsive and personalized at every stage.

**Average Rating:** 4.7/5.0

**Total Reviews:** 114

#### How Do G2 Users Rate Salesmate?

- **Has the product been a good partner in doing business?:** 9.3/10 (Category avg: 9.1/10)
- **Lead Development:** 10.0/10 (Category avg: 8.5/10)
- **Customization :** 10.0/10 (Category avg: 8.5/10)
- **Co-Browsing:** 10.0/10 (Category avg: 8.1/10)

#### Who Is the Company Behind Salesmate?

- **Seller:** [Salesmate](https://www.g2.com/sellers/salesmate)
- **Company Website:** www.salesmate.io
- **Year Founded:** 2016
- **HQ Location:** Charlotte, NC
- **Twitter:** @SalesmateIO  
2,114 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=290cb4c166201cbf87ee7970d9e1472402088a8357006eb81beffe9beb6f06b6&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fsalesmate%2Fabout&secure%5Burl_type%5D=linkedin_company_website)  
28 employees on LinkedIn®

#### Who Uses This Product?

- **Who Uses This:** Owner
- **Top Industries:** Marketing and Advertising, Computer Software
- **Company Size:** 73% Small, 14% Medium

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

_AI-generated summary from verified user reviews_

##### Pros

- Users love the **ease of use** of Salesmate, finding it intuitive and convenient for managing their sales functions.
- Users commend Salesmate's **excellent customer support** , appreciating quick responses and a clean interface for enhanced experience.
- Users love the **super clean interface** and **amazing customer care** that enhance their Salesmate experience.
- Users appreciate the **amazing support** from Salesmate, which greatly enhances their user experience and confidence.
- Users appreciate the **efficient automation features** of Salesmate, significantly saving time and enhancing productivity during the sales process.

##### Cons

- Users encounter **integration issues** with Salesmate, affecting workflow automation and third-party compatibility experiences.
- Users find the **limited features** of Salesmate challenging, particularly regarding advanced configurations and third-party integrations.
- Users find **missing features** in Salesmate, particularly in customer support, email management, and mobile functionality.
- Users face a **learning curve** for advanced configurations, requiring significant involvement from technical support initially.
- Users find Salesmate to be **not intuitive** , requiring technical help for advanced configurations and setup adjustments.

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

**["Dream Team"](https://www.g2.com/survey_responses/salesmate-review-12820899)**

**Rating:** 5.0/5.0 stars

[Read full review](https://www.g2.com/survey_responses/salesmate-review-12820899)

**["The first CRM that actually keeps up with my deal flow"](https://www.g2.com/survey_responses/salesmate-review-12970513)**

**Rating:** 5.0/5.0 stars

_— Verified User in Real Estate_

[Read full review](https://www.g2.com/survey_responses/salesmate-review-12970513)

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

- [Is HubSpot free?](https://www.g2.com/discussions/is-hubspot-free)
- [Who owns Salesmate?](https://www.g2.com/discussions/who-owns-salesmate) - 1 comment
- [Is Salesmate good?](https://www.g2.com/discussions/is-salesmate-good) - 1 comment
- [How does Salesmate work?](https://www.g2.com/discussions/how-does-salesmate-work)

### [ControlHippo](https://www.g2.com/products/controlhippo/reviews)

ControlHippo is Omnichannel Conversational AI Platform designed to streamline customer communication across multiple channels, including AI Chatbot, WhatsApp Business API, Instagram, Telegram, Facebook Messenger, email, and more. By consolidating all interactions into a unified inbox, ControlHippo enables businesses to manage conversations efficiently, automate responses, and gain valuable insights through advanced analytics. Key Features & Benefits: Omnichannel Communication: Manage conversations from AI Chatbot, WhatsApp, Instagram, Telegram, Email, Facebook Messenger, and more, all in one place. SMS Shared Inbox: Centralize all SMS conversations assign, respond, and collaborate on customer queries in real-time, without switching tabs. Perfect for support, sales, and service teams. AI Chat Agent: Automatically handles queries, qualifies leads, and delivers personalized responses using contextual understanding. Voice: Take full control of your calling workflows - manage outreach, support, and follow-ups efficiently, all in one place. WhatsApp Business API: Connect with customers at scale using the official WhatsApp Business API with automation, message templates, and compliance support. Multichannel Integrations: Integrate seamlessly with CRMs, helpdesk software, eCommerce platforms, and other tools to ensure consistent communication. AI-Powered Workflows: Automate responses, qualify leads, and route chats intelligently with customizable AI workflows to improve efficiency and customer experience.

**Average Rating:** 4.7/5.0

**Total Reviews:** 13

#### How Do G2 Users Rate ControlHippo?

- **Has the product been a good partner in doing business?:** 10.0/10 (Category avg: 9.1/10)
- **Lead Development:** 8.5/10 (Category avg: 8.5/10)
- **Customization :** 9.2/10 (Category avg: 8.5/10)
- **Co-Browsing:** 9.5/10 (Category avg: 8.1/10)

#### Who Is the Company Behind ControlHippo?

- **Seller:** [ControlHippo](https://www.g2.com/sellers/controlhippo)
- **HQ Location:** Claymont
- **Twitter:** @controlhippo  
28 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=2c887c82ddec0f55fa98a457de4bb87149bb23a7fb74072b031086bae8d300b8&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fcontrolhippo&secure%5Burl_type%5D=linkedin_company_website)  
1 employees on LinkedIn®

#### Who Uses This Product?

- **Company Size:** 62% Small, 38% Medium

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

_AI-generated summary from verified user reviews_

##### Pros

- Users love the **ease of use** of ControlHippo, highlighting its intuitive dashboard and effortless onboarding experience.
- Users find ControlHippo to be **affordable** , effectively lowering costs while enhancing productivity and workflow efficiency.
- Users appreciate the **automation features** of ControlHippo, streamlining workflows and saving time in SaaS management.
- Users praise the **automation features** of ControlHippo, which streamline workflows and save time effectively.
- Users enjoy the **user-friendly chat features** of ControlHippo, making communication easy and efficient.

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

**["Easy to setup for Managing Multiple Messaging Platforms at one place"](https://www.g2.com/survey_responses/controlhippo-review-10816830)**

**Rating:** 5.0/5.0 stars

_— Akshat A._

[Read full review](https://www.g2.com/survey_responses/controlhippo-review-10816830)

**["Simplifying SaaS Management with Ease and Efficiency"](https://www.g2.com/survey_responses/controlhippo-review-9059163)**

**Rating:** 5.0/5.0 stars

_— Nikunj D._

[Read full review](https://www.g2.com/survey_responses/controlhippo-review-9059163)

### [Fortifi](https://www.g2.com/products/fortifi/reviews)

Fortifi is the all-in-one business software for sales, marketing, customer support and billing teams. Helping you to acquire new customers, nurture existing ones and make getting paid a breeze, Fortifi has all the tools you need to run your business, from one intelligent and user friendly platform.

**Average Rating:** 4.4/5.0

**Total Reviews:** 15

#### How Do G2 Users Rate Fortifi?

- **Has the product been a good partner in doing business?:** 9.2/10 (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:** 8.3/10 (Category avg: 8.1/10)

#### Who Is the Company Behind Fortifi?

- **Seller:** [Fortifi](https://www.g2.com/sellers/fortifi)
- **Year Founded:** 2014
- **HQ Location:** Fareham, Hampshire
- **Twitter:** @fortificloud  
268 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=10728df86f813e8e6415af9684cf7460a3569459c04aa61f8e5a191f58b9d551&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Ffortifi%2F&secure%5Burl_type%5D=linkedin_company_website)  
2 employees on LinkedIn®

#### Who Uses This Product?

- **Top Industries:** Consumer Services
- **Company Size:** 47% Small, 33% Medium

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

_AI-generated summary from verified user reviews_

##### Pros

- Users value the **all-in-one solution** of Fortifi for seamless CRM, enhancing personalized customer service and efficiency.
- Users appreciate the **centralized management of customer interactions** in Fortifi, enhancing personalized service and efficiency.
- Users appreciate the **centralized customer data** in Fortifi, enhancing personalized service and support ticket management.
- Users appreciate the **effective customer support** provided by Fortifi, enabling personalized service through centralized interactions.
- Users appreciate the **ease of use** of Fortifi, highlighted by its intuitive interface and smooth setup process.

##### Cons

- Users find the **pricing of Fortifi** to be the only downside, affecting its overall appeal and accessibility.

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

**["Streamlines Billing with Robust Compliance Features"](https://www.g2.com/survey_responses/fortifi-review-12546313)**

**Rating:** 4.0/5.0 stars

_— Riederer B._

[Read full review](https://www.g2.com/survey_responses/fortifi-review-12546313)

**["All-in-One Platform with EU Compliance, Needs Better B2B Flexibility"](https://www.g2.com/survey_responses/fortifi-review-12462704)**

**Rating:** 4.0/5.0 stars

_— Lehning S._

[Read full review](https://www.g2.com/survey_responses/fortifi-review-12462704)

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

- [Is Epicor good software?](https://www.g2.com/discussions/fortifi-is-epicor-good-software)
- [Is Epicor good software?](https://www.g2.com/discussions/is-epicor-good-software)
- [How does Epicor system work?](https://www.g2.com/discussions/how-does-epicor-system-work)
- [What are the main components of Fortify?](https://www.g2.com/discussions/what-are-the-main-components-of-fortify)
- [What is Fortify software used for?](https://www.g2.com/discussions/what-is-fortify-software-used-for)

### [Gleantap](https://www.g2.com/products/gleantap/reviews)

Gleantap is an AI-powered customer engagement, CRM, and marketing automation platform built specifically for fitness clubs, wellness studios, and local businesses that want to grow faster, boost retention, and increase lifetime value. With Gleantap, you can automate the entire member journey — from first lead to loyal advocate — through behavior-based workflows, AI messaging, gamified experiences, and personalized loyalty programs. The platform unifies CRM, automation, communication, and loyalty into a single hub that helps your business drive engagement, referrals, and repeat visits — even while you sleep. Key Features - All-in-One CRM – Manage leads, members, and conversations across SMS, email, and chat. - Marketing Automation – Create behavior-driven workflows to nurture leads and retain members. - AI-Driven Messaging – Send personalized, timely communication powered by artificial intelligence. - Gamification & Loyalty – Reward engagement with points, tiers, badges, and rewards that motivate members to come back more often. - Omnichannel Communication – Reach customers through text, email, Facebook, Instagram, WhatsApp, web chat, and Google Business Messages. - Reputation & Referrals – Automatically collect reviews and generate referrals from your happiest customers. - Analytics & Dashboards – Measure performance with deep insights into conversions, retention, and campaign ROI. Why Businesses Choose Gleantap - Purpose-built for fitness, wellness and consumer-focussed businesses - Proven to deliver 2× higher sales conversions and 25% better retention - Helps build loyalty and gamified engagement that keeps members motivated - Trusted by leading brands like Planet Fitness, RockBox Fitness, and F45 - Replaces multiple tools with one unified growth platform

**Average Rating:** 4.5/5.0

**Total Reviews:** 19

#### How Do G2 Users Rate Gleantap?

- **Has the product been a good partner in doing business?:** 9.3/10 (Category avg: 9.1/10)
- **Lead Development:** 7.3/10 (Category avg: 8.5/10)
- **Customization :** 7.5/10 (Category avg: 8.5/10)
- **Co-Browsing:** 7.1/10 (Category avg: 8.1/10)

#### Who Is the Company Behind Gleantap?

- **Seller:** [Gleantap](https://www.g2.com/sellers/gleantap)
- **Year Founded:** 2018
- **HQ Location:** Austin, US
- **Twitter:** @gleantap  
584 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=6017cb1c38516a9e5fe61b898a70b3b46cdd27725064226a4e44ca7cc34b9d31&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fgleantap%2F&secure%5Burl_type%5D=linkedin_company_website)  
14 employees on LinkedIn®

#### Who Uses This Product?

- **Top Industries:** Health, Wellness and Fitness
- **Company Size:** 63% Small, 32% Medium

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

_AI-generated summary from verified user reviews_

##### Pros

- Users are thrilled about the **automation features** of Gleantap, making client management and campaigns effortless and effective.
- Users value the **ease and variety of automation features** in Gleantap, enhancing customer journeys effectively.
- Users commend the **extremely helpful customer support** of Gleantap, appreciating their responsiveness and dedication to client success.
- Users appreciate the **ease of use** of Gleantap, which streamlines communication and enhances overall efficiency in workflows.
- Users love the **user-friendly automation features** of Gleantap, enhancing member communication and campaign effectiveness.

##### Cons

- Users find the **learning curve steep** , particularly with onboarding and managing training effectively, complicating the experience.
- Users find the **difficult setup** of Gleantap challenging, especially during onboarding and form configuration.
- Users experience a **difficult learning curve** with Gleantap, causing challenges during onboarding and training processes.
- Users find the **setup process for forms not intuitive** , making campaign creation challenging and cumbersome.
- Users experience **software glitches** with Gleantap, which can disrupt usability and necessitate patience during updates.

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

**["User-Friendly and Effective CRM Solution"](https://www.g2.com/survey_responses/gleantap-review-12560728)**

**Rating:** 5.0/5.0 stars

_— Whitney S._

[Read full review](https://www.g2.com/survey_responses/gleantap-review-12560728)

**["Empowers Sales with Intuitive Outreach Tools"](https://www.g2.com/survey_responses/gleantap-review-12022208)**

**Rating:** 5.0/5.0 stars

_— Jacki M._

[Read full review](https://www.g2.com/survey_responses/gleantap-review-12022208)

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

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

### [Hey Oliver](https://www.g2.com/products/hey-oliver/reviews)

“Hey Oliver” is a marketing automation tool that tracks and monitors each one of your website visitors, their behavior and browsing patterns in real-time. At the same time, it identifies potential clients by analyzing their behavior and transaction data and gets insights into what each customer is looking for or interested in. With the help of our lead scoring algorithm, “Hey Oliver” can identify both positive and negative customers, nurture and process them with the use of a full suite of sophisticated tools. Website leads can get automated, personalized and engaged actions aiming to increase engagement, build trust with the company and help them progress along the sales funnel, fill in an enquiry form, contact the company or whatever the marketing strategy is. “Hey Oliver” can run marketing campaigns to reach potential customers even if they are not browsing the website at the time, via inbound marketing, push notifications, email marketing and real time chat. With Hey Oliver, you can create simple marketing campaigns such as a simple announcement, or more advanced campaigns based on criteria, for example, to reach a group of visitors with an offer who are at least 40% interested in a double bed room in London, with sea-view, coming from Germany in July.

**Average Rating:** 4.4/5.0

**Total Reviews:** 16

#### How Do G2 Users Rate Hey Oliver?

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

#### Who Is the Company Behind Hey Oliver?

- **Seller:** [Hey Oliver Limited](https://www.g2.com/sellers/hey-oliver-limited)
- **Year Founded:** 2016
- **HQ Location:** Nicosia, Nicosia
- **Twitter:** @HeyOlivercom  
694 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=91883f368f7957461baa5d32161c91500bb23d9fc60c8c5e94da29ceb94e873a&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fheyoliver%2F&secure%5Burl_type%5D=linkedin_company_website)  
2 employees on LinkedIn®

#### Who Uses This Product?

- **Top Industries:** Marketing and Advertising
- **Company Size:** 56% Small, 44% Medium

#### What Are Recent G2 Reviews of Hey Oliver?

**["Best Marketing Automation Software"](https://www.g2.com/survey_responses/hey-oliver-review-4997139)**

**Rating:** 4.0/5.0 stars

_— Vivek D._

[Read full review](https://www.g2.com/survey_responses/hey-oliver-review-4997139)

**["Grow your costumer base!"](https://www.g2.com/survey_responses/hey-oliver-review-4978291)**

**Rating:** 5.0/5.0 stars

_— Ely H._

[Read full review](https://www.g2.com/survey_responses/hey-oliver-review-4978291)

#### What Are G2 Users Discussing About Hey Oliver?

- [What is Hey Oliver used for?](https://www.g2.com/discussions/what-is-hey-oliver-used-for)

### [Messangi](https://www.g2.com/products/messangi/reviews)

Messangi is a unified multichannel engagement platform designed to help enterprises, independent software vendors (ISVs), and business process outsourcing (BPO) companies connect their operational systems to the communication channels their customers prefer, including SMS, WhatsApp, RCS, Email, and Voice. This platform goes beyond traditional messaging solutions by treating communication as an integral part of business workflows rather than just a series of disconnected interactions. The product is particularly beneficial for organizations that require a comprehensive communications infrastructure. Messangi offers an API-first Communications Platform as a Service (CPaaS) tailored for developers, a No-Code Broadcast User Interface (UI) for operations teams, and a fully white-labeled multi-tenant platform for service providers looking to create their own branded engagement solutions. This versatility makes Messangi suitable for a wide range of industries, from telecommunications to customer service, where effective communication is crucial for operational success. One of the standout features of Messangi is its "Invisible Engine," which empowers BPOs and telecommunications companies to move away from reselling vendor-branded tools. Instead, they can utilize Messangi's white-label infrastructure to launch proprietary digital engagement platforms in a matter of days. This capability allows businesses to maintain control over their brand, client relationships, and profit margins, ultimately enhancing their market position. Messangi also addresses specific regional challenges, particularly in Latin America and the Caribbean, where it excels in solving the "last mile" problem that larger global companies often struggle with. The platform provides unmatched local route compliance, local billing, and hands-on WhatsApp Business onboarding, making it a valuable resource in high-friction markets. Additionally, Messangi facilitates workflow orchestration by allowing seamless transitions between AI-powered chatbots and live agents, as well as automating alerts and notifications directly from existing customer relationship management (CRM), enterprise resource planning (ERP), and billing systems. By consolidating their technology stack with Messangi, organizations can stop margin erosion caused by managing multiple disconnected messaging tools. The platform accelerates speed-to-market, enabling businesses to launch verified WhatsApp campaigns and create multi-tenant client environments significantly faster than traditional methods. Furthermore, Messangi helps companies scale without increasing headcount by deflecting tier-one support queries through integrated bots, allowing human resources to focus on high-value interactions. This combination of features positions Messangi as a comprehensive solution for modern communication challenges faced by enterprises today.

**Average Rating:** 4.7/5.0

**Total Reviews:** 15

#### How Do G2 Users Rate Messangi?

- **Has the product been a good partner in doing business?:** 9.5/10 (Category avg: 9.1/10)
- **Lead Development:** 10.0/10 (Category avg: 8.5/10)
- **Customization :** 10.0/10 (Category avg: 8.5/10)
- **Co-Browsing:** 10.0/10 (Category avg: 8.1/10)

#### Who Is the Company Behind Messangi?

- **Seller:** [Messangi](https://www.g2.com/sellers/messangi)
- **Company Website:** www.messangi.com
- **Year Founded:** 2001
- **HQ Location:** Miami, Florida
- **Twitter:** @messangi  
792 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=bfa5a51d574eb214ae310cbfe8458ea5e42766aa95d698371bc2f3e9da298653&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fmessangi&secure%5Burl_type%5D=linkedin_company_website)  
54 employees on LinkedIn®

#### Who Uses This Product?

- **Company Size:** 56% Small, 44% Medium

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

_AI-generated summary from verified user reviews_

##### Pros

- Users appreciate the **ease of use** of Messangi, finding it user-friendly with excellent customer support for seamless communication.
- Users appreciate the **effective communication solutions** of Messangi, enhancing interaction and performance for their companies.
- Users highlight the **exceptional customer support** of Messangi, noting prompt assistance and helpfulness at all times.
- Users value the **flexibility** of Messangi, enabling seamless communication and scalability to meet growing business needs.
- Users value the **effective communication solutions** of Messangi, enhancing performance and streamlining interactions across platforms.

##### Cons

- Users find the **reporting challenging** , needing improvements for easier access to detailed metrics directly in dashboards.
- Users find the **complex setup** of Messangi challenging, needing expertise to integrate with other software.
- Users highlight the **limited dashboard functionality** that requires manual data manipulation for detailed reporting.
- Users find the **difficult setup** of Messangi challenging, needing specialized expertise for proper integration with other software.
- Users find the **inadequate reporting** in Messangi frustrating, desiring better granularity and direct dashboard insights.

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

**["A reliable and agile ally for our communications"](https://www.g2.com/survey_responses/messangi-review-11583112)**

**Rating:** 4.0/5.0 stars

_— Verified User in Marketing and Advertising_

[Read full review](https://www.g2.com/survey_responses/messangi-review-11583112)

**["Best platform for multi-channel communication with customers"](https://www.g2.com/survey_responses/messangi-review-10062940)**

**Rating:** 5.0/5.0 stars

_— Maria T._

[Read full review](https://www.g2.com/survey_responses/messangi-review-10062940)

### [social.plus](https://www.g2.com/products/social-social-plus/reviews)

At Social+, we are on a mission to redefine social networking by providing brands with all the technology they need to deliver curated, engaging and privacy-first social experiences directly within their apps. Our comprehensive suite of pre-built components and cutting edge AI-powered insights enables brands to increase app engagement, retention and revenues while retaining control over their users’ data. Headquartered in London, we power in-app communities for millions of end-users and hundreds of brands globally. The best version of every app is Social+

**Average Rating:** 4.3/5.0

**Total Reviews:** 14

#### How Do G2 Users Rate social.plus?

- **Has the product been a good partner in doing business?:** 8.3/10 (Category avg: 9.1/10)
- **Lead Development:** 10.0/10 (Category avg: 8.5/10)
- **Customization :** 8.6/10 (Category avg: 8.5/10)
- **Co-Browsing:** 10.0/10 (Category avg: 8.1/10)

#### Who Is the Company Behind social.plus?

- **Seller:** [social.plus](https://www.g2.com/sellers/social-plus)
- **Year Founded:** 2021
- **HQ Location:** London, GB
- **Twitter:** @socialpluscorp  
476 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=ef79df92cddd4c3c45def7286e00221a5113cd503f3e470bab4d2cecbfaf8ce7&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fsocialpluscorp%2F&secure%5Burl_type%5D=linkedin_company_website)  
235 employees on LinkedIn®

#### Who Uses This Product?

- **Company Size:** 57% Medium, 43% Small

#### What Do G2 Reviewers Say About social.plus?

_AI-generated summary from verified user reviews_

##### Pros

- Users love the **ease of use** of Social+, enjoying seamless integration and a user-friendly interface for efficient management.
- Users find the **easy integrations** of social.plus to be time-saving and user-friendly, streamlining their app development.
- Users appreciate the **easy setup** of Social+, which streamlines social media management and enhances team collaboration.
- Users value the **tailored tools and seamless integration** of Social+, enhancing team collaboration and efficiency.
- Users value the **centralized management** of Social+, enhancing teamwork and streamlining social media coordination effectively.

##### Cons

- Users find the **complex usage** of social.plus challenging initially, especially for managing larger communities.
- Users find the **limited features** of social.plus hinder effective management and community engagement.
- Users find the **automation complexity** of social.plus limits its full potential for streamlined efficiency.
- Users report **dashboard issues** due to lack of features and outdated documentation, complicating effective product management.
- Users find the **difficult learning process** initially confusing, but implementation becomes easier after the first use.

#### What Are Recent G2 Reviews of social.plus?

**["Gave our club a fan community we actually own and control"](https://www.g2.com/survey_responses/social-plus-review-12970033)**

**Rating:** 5.0/5.0 stars

_— Michael P._

[Read full review](https://www.g2.com/survey_responses/social-plus-review-12970033)

**["Secure, controlled channel that strengthened our audience engagement"](https://www.g2.com/survey_responses/social-plus-review-13048497)**

**Rating:** 5.0/5.0 stars

_— Sunny B._

[Read full review](https://www.g2.com/survey_responses/social-plus-review-13048497)

### [ChatLingual](https://www.g2.com/products/chatlingual/reviews)

Save Money on Multilingual Customer Service ChatLingual’s enterprise multilingual messaging platform enables your service delivery teams to support native-language customer interactions. Assist customers in over 100 languages across any digital channel including chat, email, SMS, and social media. With ChatLingual, you can enjoy significant cost savings and provide a best-in-class multilingual CX by leveraging English-proficient agents. ChatLingual’s suite of cloud products offers several deployment options and integrates seamlessly with your existing tech stack.

**Average Rating:** 4.4/5.0

**Total Reviews:** 14

#### How Do G2 Users Rate ChatLingual?

- **Has the product been a good partner in doing business?:** 8.3/10 (Category avg: 9.1/10)
- **Lead Development:** 8.8/10 (Category avg: 8.5/10)
- **Customization :** 7.5/10 (Category avg: 8.5/10)
- **Co-Browsing:** 7.9/10 (Category avg: 8.1/10)

#### Who Is the Company Behind ChatLingual?

- **Seller:** [ChatLingual](https://www.g2.com/sellers/chatlingual)
- **Year Founded:** 2013
- **HQ Location:** Denver, CO
- **Twitter:** @ChatLingual  
101 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=92f492ec8adbd390286571b4871295b0e625fc4058ce79207a161d8fc894e08c&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fchatlingual&secure%5Burl_type%5D=linkedin_company_website)  
15 employees on LinkedIn®

#### Who Uses This Product?

- **Company Size:** 36% Medium, 36% Small

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

**["Most Productive Tool to Reduce Language Barriers."](https://www.g2.com/survey_responses/chatlingual-review-9548695)**

**Rating:** 5.0/5.0 stars

_— Mayank A._

[Read full review](https://www.g2.com/survey_responses/chatlingual-review-9548695)

**["Review for ChatLingual"](https://www.g2.com/survey_responses/chatlingual-review-9999478)**

**Rating:** 5.0/5.0 stars

_— Pratiksha S._

[Read full review](https://www.g2.com/survey_responses/chatlingual-review-9999478)

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

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

### [Futr](https://www.g2.com/products/futr/reviews)

Futr is a chat-as-a-service platform that is supercharging customer service capabilities with auto, live, video & social chat - in any language and on any channel. With clients including a number of police forces, leading retailers and charities, Futr is helping smart organisations connect with their audiences through always on, always instant, always insightful chat services. Don't take our word for it. Try out the Futr platform for free with our one-month trial! - Instant Auto Chat deployment - Tracked usage & benchmarked ROI - Dedicated support with scheduled check-in's - End of trial business case review - No obligation - no credit card required

**Average Rating:** 4.7/5.0

**Total Reviews:** 21

#### How Do G2 Users Rate Futr?

- **Has the product been a good partner in doing business?:** 10.0/10 (Category avg: 9.1/10)
- **Lead Development:** 10.0/10 (Category avg: 8.5/10)
- **Customization :** 9.4/10 (Category avg: 8.5/10)

#### Who Is the Company Behind Futr?

- **Seller:** [Futr](https://www.g2.com/sellers/futr)
- **Year Founded:** 2017
- **HQ Location:** London, England
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=86930ae774800773804262dd4e67cd6341e4962f3fecce38d7554781683ac749&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Ffutrcorp%2F&secure%5Burl_type%5D=linkedin_company_website)  
8 employees on LinkedIn®

#### Who Uses This Product?

- **Company Size:** 48% Medium, 38% Small

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

**["Easy to use, Customer Friendly"](https://www.g2.com/survey_responses/futr-review-8340246)**

**Rating:** 5.0/5.0 stars

_— Laura O._

[Read full review](https://www.g2.com/survey_responses/futr-review-8340246)

**["Brilliant tool, user friendly and great service!"](https://www.g2.com/survey_responses/futr-review-8418479)**

**Rating:** 5.0/5.0 stars

_— Rosie O._

[Read full review](https://www.g2.com/survey_responses/futr-review-8418479)

### [Rhino Support](https://www.g2.com/products/rhino-support/reviews)

Help Desk Software

**Average Rating:** 4.2/5.0

**Total Reviews:** 11

#### How Do G2 Users Rate Rhino Support?

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

#### Who Is the Company Behind Rhino Support?

- **Seller:** [Rhino Support](https://www.g2.com/sellers/rhino-support)
- **Year Founded:** 2010
- **HQ Location:** Ogden,UT
- **Twitter:** @rhinosupport  
794 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=b0afcffd8f2f6c4fd777f51664297d5aebd60290f55219647832d608891de182&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F10074339%2F&secure%5Burl_type%5D=linkedin_company_website)  
2 employees on LinkedIn®

#### Who Uses This Product?

- **Company Size:** 36% Medium, 36% Small

#### What Are Recent G2 Reviews of Rhino Support?

**["simply the fastest support tool for your customers."](https://www.g2.com/survey_responses/rhino-support-review-865939)**

**Rating:** 5.0/5.0 stars

_— Ken N._

[Read full review](https://www.g2.com/survey_responses/rhino-support-review-865939)

**["great software"](https://www.g2.com/survey_responses/rhino-support-review-2492926)**

**Rating:** 5.0/5.0 stars

_— rita h._

[Read full review](https://www.g2.com/survey_responses/rhino-support-review-2492926)

### [SmatBot](https://www.g2.com/products/smatbot/reviews)

SmatBot, a subsidiary of ByteQuark Solutions, is a leading player in the AI-Powered chatbot industry with a presence globally in the United States, Middle East, and India with 5000+ active users. Our omnichannel, multilingual ( 50+ languages ) AI Chatbot platform is an easy-to-use, coding-free, feature-rich tool that provides instant, real-time support across channels (website, mobile app, Messenger, Instagram, WhatsApp, etc). Some of our capabilities include: ✅ Generating leads, ✅ Customer support, ✅ Answering FAQs, ✅ Live chat ✅ Whatsapp Marketing & Promotional Messaging ✅ OCR scanning, ✅ Email & SMS OTP validation ✅ Adwords tracking, ✅ Intent mapping ✅ Context Based Automation Best for : ✅ D2C e-commerce, ✅ Education ✅ Logistics ✅ Real estate ✅ Hospitality ✅ Healthcare ✅ Fintech

**Average Rating:** 4.5/5.0

**Total Reviews:** 24

#### How Do G2 Users Rate SmatBot?

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

#### Who Is the Company Behind SmatBot?

- **Seller:** [SmatBot](https://www.g2.com/sellers/smatbot)
- **Year Founded:** 2015
- **HQ Location:** Hyderabad, Telengana
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=d44648ec4462620b2ecd9dddb95bd49041c2e36e730e55c5c48be9cc52c82913&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F18820764&secure%5Burl_type%5D=linkedin_company_website)  
33 employees on LinkedIn®

#### Who Uses This Product?

- **Company Size:** 70% Small, 26% Medium

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

**["Smatbot is Perfect Platform for AI-Powered Chatbots"](https://www.g2.com/survey_responses/smatbot-review-9354146)**

**Rating:** 5.0/5.0 stars

_— Mani ._

[Read full review](https://www.g2.com/survey_responses/smatbot-review-9354146)

**["Whatsapp Chatbot"](https://www.g2.com/survey_responses/smatbot-review-10016633)**

**Rating:** 5.0/5.0 stars

_— Suyash P._

[Read full review](https://www.g2.com/survey_responses/smatbot-review-10016633)

### [Certainly](https://www.g2.com/products/certainly/reviews)

Most AI vendors will sell you a resolution rate. We would rather sell you a better relationship with your customers. Certainly is an agentic AI platform for CX teams. Your AI agents work across every omnichannel surface, draw on web search and your own knowledge, connect to live systems through MCP servers, call tools, and follow the prompts you write. You stay in control of the intelligence layer because we are LLM agnostic. Reporting is where we get a little obsessive. Volume and containment matter, but so does the quiet stuff: the question asked five different ways, the policy that confuses people, the moment a customer almost gave up. We help you see it. We are not the cheapest path to a bot. We are the team that sits with you, learns your product, sets honest expectations, and keeps tuning long after launch. If your product is layered, your customers matter, and good enough is not good enough, we will get on well. Certainly is trusted by brands such as Feastables, Carlsberg, Credissimo, Fintiba, QuadLock, Rockwool and many more well known names.

**Average Rating:** 4.8/5.0

**Total Reviews:** 11

#### How Do G2 Users Rate Certainly?

- **Has the product been a good partner in doing business?:** 9.7/10 (Category avg: 9.1/10)

#### Who Is the Company Behind Certainly?

- **Seller:** [Certainly Group ApS](https://www.g2.com/sellers/certainly-group-aps)
- **Year Founded:** 2017
- **HQ Location:** Copenhagen , Capital Region
- **Twitter:** @Certainly\_io  
161 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=43698fe12b9be1f3c18bee440328c122ca751364304f42ff5e43fb50f5eef9fd&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F17929635%2F&secure%5Burl_type%5D=linkedin_company_website)  
18 employees on LinkedIn®

#### Who Uses This Product?

- **Company Size:** 55% Medium, 36% Small

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

_AI-generated summary from verified user reviews_

##### Pros

- Users value the **responsive customer support** and the platform's versatility for creating tailored chat-bots effortlessly.
- Users value the **automation capabilities** of Certainly, enjoying seamless integration and customizable chat-bot development.
- Users value the **easy integrations** of Certainly, enhancing their platforms with seamless compatibility and customization.
- Users value the **easy integration** with various platforms, enhancing their ability to create customized chat-bots effortlessly.
- Users value the **seamless AI integration** of Certainly, enhancing understanding and interaction for a tailored customer experience.

##### Cons

- Users are frustrated by the **inability to manually upload spreadsheets** , complicating the training of the bot.
- Users are frustrated by the **inability to upload spreadsheets** , limiting their control over training the bot effectively.
- Users find that **analytics and reports require rework** , but appreciate ongoing improvements from the development team.
- Users are frustrated by the **inability to upload spreadsheets** for bot training, complicating the response process.
- Users dislike the **inability to upload spreadsheets** for bot training, finding manual entry cumbersome and inefficient.

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

**["Analytics & Reporting Enhancements"](https://www.g2.com/survey_responses/certainly-review-8405388)**

**Rating:** 4.5/5.0 stars

_— Tyler F._

[Read full review](https://www.g2.com/survey_responses/certainly-review-8405388)

**["I have been thoroughly impressed by my experience with Certainly."](https://www.g2.com/survey_responses/certainly-review-7687926)**

**Rating:** 4.5/5.0 stars

_— Oleksandr C._

[Read full review](https://www.g2.com/survey_responses/certainly-review-7687926)

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

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

### [Dynamics 365 Customer Service](https://www.g2.com/products/dynamics-365-customer-service/reviews)

Microsoft Dynamics 365 Customer Service is a comprehensive solution designed to empower organizations to deliver exceptional, personalized customer support across multiple channels. By integrating advanced AI capabilities, it streamlines case management, enhances agent productivity, and provides actionable insights to improve customer satisfaction and loyalty. Key Features and Functionality: - Omnichannel Engagement: Facilitates seamless interactions across various platforms, including chat, email, social media, and voice, ensuring a consistent customer experience. - AI-Powered Insights: Utilizes artificial intelligence to offer predictive analytics, sentiment analysis, and recommended actions, enabling proactive and informed decision-making. - Case Management: Automates the case lifecycle, reducing handling times and alleviating manual tasks for service representatives. - Knowledge Management: Maintains an up-to-date repository of knowledge articles, assisting agents in resolving issues efficiently and enabling customer self-service. - Service Level Agreements (SLAs): Allows for the configuration and monitoring of response and resolution times, ensuring adherence to service standards. - Self-Service Portals: Empowers customers to find solutions independently through user-friendly portals, reducing the volume of direct service requests. Primary Value and Solutions Provided: Dynamics 365 Customer Service addresses the critical need for businesses to offer responsive, efficient, and personalized support. By automating routine tasks and providing AI-driven insights, it enables service representatives to focus on complex issues, thereby improving resolution times and customer satisfaction. The platform's omnichannel capabilities ensure that customers receive consistent support regardless of their preferred communication method, fostering loyalty and trust. Additionally, the integration of self-service options and knowledge management reduces operational costs and empowers customers to resolve issues independently. Overall, Dynamics 365 Customer Service enhances the efficiency of support operations, elevates the customer experience, and drives long-term business success.

**Average Rating:** 4.4/5.0

**Total Reviews:** 28

#### How Do G2 Users Rate Dynamics 365 Customer Service?

- **Has the product been a good partner in doing business?:** 8.6/10 (Category avg: 9.1/10)
- **Lead Development:** 9.2/10 (Category avg: 8.5/10)
- **Customization :** 8.9/10 (Category avg: 8.5/10)
- **Co-Browsing:** 8.3/10 (Category avg: 8.1/10)

#### Who Is the Company Behind Dynamics 365 Customer Service?

- **Seller:** [Microsoft](https://www.g2.com/sellers/microsoft)
- **Year Founded:** 1975
- **HQ Location:** Redmond, Washington
- **Twitter:** @microsoft  
13,091,739 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=9458f51bd6ded48ad432a804f19ad736469f007787569b63827154231c315630&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fmicrosoft%2F&secure%5Burl_type%5D=linkedin_company_website)  
231,632 employees on LinkedIn®
- **Ownership:** MSFT

#### Who Uses This Product?

- **Top Industries:** Information Technology and Services
- **Company Size:** 47% Medium, 31% Large

#### What Do G2 Reviewers Say About Dynamics 365 Customer Service?

_AI-generated summary from verified user reviews_

##### Pros

- Users appreciate the **automation capabilities** of Dynamics 365 Customer Service, enhancing efficiency in managing workflows and support.
- Users appreciate the **ease of use** in Dynamics 365 Customer Service, streamlining case tracking and support management.
- Users value the **efficiency** of Dynamics 365 Customer Service for streamlining case tracking and support workflows.
- Users find the **helpful metric charts** effective for tracking cases, managing workflows, and delivering timely support.
- Users appreciate the **seamless integration** with other Dynamics models, enhancing efficiency and streamlining operations.

##### Cons

- Users experience a **frustrating lack of customization** in Dynamics 365, hindering workspace optimization and efficiency.
- Users experience **limited functionality** with Dynamics 365 due to layout inflexibility and inefficient lookup processes.
- Users find the interface of Dynamics 365 Customer Service **not intuitive** , hindering effective utilization of key features.
- Users struggle with the **difficult setup** of Dynamics 365 Customer Service, facing issues with form layout and performance.
- Users experience **inefficiency** due to slow lookup fields and high memory consumption, hindering overall productivity.

#### What Are Recent G2 Reviews of Dynamics 365 Customer Service?

**["Comprehensive CRM for Customer Success"](https://www.g2.com/survey_responses/dynamics-365-customer-service-review-11685156)**

**Rating:** 4.5/5.0 stars

_— Mandla N._

[Read full review](https://www.g2.com/survey_responses/dynamics-365-customer-service-review-11685156)

**["AI-Driven Efficiency with Some Performance Hiccups"](https://www.g2.com/survey_responses/dynamics-365-customer-service-review-12541900)**

**Rating:** 4.5/5.0 stars

_— SREENITHYA V._

[Read full review](https://www.g2.com/survey_responses/dynamics-365-customer-service-review-12541900)

#### What Are G2 Users Discussing About Dynamics 365 Customer Service?

- [What are the services available in Dynamics 365?](https://www.g2.com/discussions/what-are-the-services-available-in-dynamics-365)
- [What does Microsoft Dynamics 365 customer engagement include?](https://www.g2.com/discussions/what-does-microsoft-dynamics-365-customer-engagement-include)
- [What are the features of Microsoft Dynamics 365?](https://www.g2.com/discussions/dynamics-365-customer-service-what-are-the-features-of-microsoft-dynamics-365)
- [What is Dynamics 365 customer service module?](https://www.g2.com/discussions/what-is-dynamics-365-customer-service-module)

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Similar Categories

- [Help Desk](/categories/help-desk)
- [Customer Self-Service](/categories/customer-self-service)
- [Social Customer Service](/categories/social-customer-service)
- [Appointment Reminder](/categories/appointment-reminder)
- [Call & Contact Center](/categories/call-contact-center)

- [Client Onboarding](/categories/client-onboarding)
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- [Conversational Support](/categories/conversational-support)
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[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.