# Best Live Chat Software - Page 17

## 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**

### Social Intents

Social Intents is a Live Chat and AI Chatbot platform designed to enhance communication between businesses and their website visitors. This solution enables teams to manage website chats directly from popular business collaboration tools such as Microsoft Teams, Slack, Google Chat, Zoom, and Webex. By integrating live chat and AI chatbots into platforms that organizations already utilize, Social Intents eliminates the need for context switching, allowing for a more efficient and cohesive communication experience. Primarily targeted at customer service and sales teams, Social Intents is ideal for organizations looking to improve their online engagement without the complications of adopting additional messaging tools. The platform is particularly beneficial for businesses that handle a high volume of inquiries and require a seamless way to interact with customers across various channels. By providing a unified communication solution, Social Intents helps companies streamline their customer interactions and enhance overall service quality. Users can engage visitors through a web chat widget and popular messaging platforms like WhatsApp, Facebook Messenger, and SMS, ensuring that customers can reach out through their preferred method. This flexibility in communication channels caters to diverse customer preferences, making it easier for businesses to connect with their audience. The ability to meet customers where they are enhances engagement and fosters a more responsive customer service environment. One of the standout features of Social Intents is its capability to build AI chatbots powered by OpenAI's ChatGPT. Users can train these chatbots with their website content in just one click, allowing for quick deployment and immediate assistance for common inquiries. This feature not only enhances response times but also ensures that customers receive accurate information. When more complex issues arise, the platform allows for seamless escalation to human agents, ensuring that customers receive the support they need without delay. The integration of AI chatbots with live chat capabilities offers significant benefits to organizations. By automating responses to frequently asked questions, businesses can free up their human agents to focus on more intricate customer interactions. This dual approach not only improves operational efficiency but also enhances customer satisfaction by providing timely and relevant support. Social Intents distinguishes itself in its category by combining the power of AI with the personal touch of human interaction, creating a balanced and effective customer service solution.

[Visit website](https://www.g2.com/external_clickthroughs/record?secure%5Bad_program%5D=ppc&secure%5Bad_slot%5D=category_product_list_llm&secure%5Bcategory_id%5D=191&secure%5Bchosen_at%5D=2026-08-02T00%3A19%3A36Z&secure%5Bdisplayable_resource_id%5D=191&secure%5Bdisplayable_resource_type%5D=Category&secure%5Bmedium%5D=sponsored&secure%5Bplacement_reason%5D=page_category&secure%5Bplacement_resource_ids%5D%5B%5D=191&secure%5Bprioritized%5D=false&secure%5Bproduct_id%5D=84670&secure%5Bresource_id%5D=191&secure%5Bresource_type%5D=Category&secure%5Bsource_type%5D=category_page&secure%5Bsource_url%5D=https%3A%2F%2Fwww.g2.com%2Fcategories%2Flive-chat%3Fpage%3D17%26trk%3Dpublic_post_comment-text&secure%5Btoken%5D=2d92cf9bf89f866fbf5642b24ee141fefb2b72b38d8fbbd29cfdbc056e111bde&secure%5Burl%5D=https%3A%2F%2Fsocialintents.com%2Fsignup.do%3Futm_campaign%3Dg2%26utm_content%3Dfree-trial%26utm_medium%3Dg2%26utm_source%3Dmyg2&secure%5Burl_type%5D=free_trial)

### [ZyraTalk](https://www.g2.com/products/zyratalk/reviews)

ZyraTalk is an AI voice assistant and answering service platform built for service-based businesses that can't afford to miss a call. Designed to turn missed calls into revenue opportunities, ZyraTalk's AI customer service representative (CSR) works 24/7 to answer phone calls, book jobs, reschedule appointments, capture leads, and answer common customer questions—so businesses never miss a beat, even after hours or when phone lines are full. Most businesses miss anywhere from 15% to 35% of their phone calls, costing them thousands—sometimes millions—in lost opportunities. ZyraTalk closes that gap. Its AI handles calls just like a human team member would, understanding caller intent and responding naturally in real time. When a call requires a person, the AI routes it to the right team member, and for urgent situations like a 3AM plumbing emergency, it can call and text your on-call technician automatically. ZyraTalk goes beyond simply answering phones. The platform integrates with your CRM, booking calendar, and dispatch board to run advanced workflows that create jobs, customer records, and follow-up tasks. Every call comes with a detailed report including a transcript, recording, key data points, company notes, and a log of who was notified, giving you full visibility into customer interactions. Key offerings include Frontline AI with Human Backup, AI Webchat for customers who prefer to type rather than call, and Advanced Analytics that turn conversation data into actionable insights. ZyraTalk is fully customizable to your services, hours, service areas, pricing, and brand voice, so the AI sounds like a natural extension of your own team rather than a robotic script. Trusted by thousands of businesses, ZyraTalk primarily serves home service providers such as plumbers, HVAC technicians, electricians, and cleaning companies, as well as multi-location franchises, legal practices, healthcare providers, and other service businesses. Most customers are up and running within a few days to two weeks, supported by dedicated onboarding, live support, and ongoing optimization. ZyraTalk helps service businesses capture more leads, improve customer support, and scale with confidence.

**Average Rating:** 4.9/5.0

**Total Reviews:** 4

#### How Do G2 Users Rate ZyraTalk?

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

#### Who Is the Company Behind ZyraTalk?

- **Seller:** [ZyraTalk](https://www.g2.com/sellers/zyratalk)
- **Year Founded:** 2018
- **HQ Location:** Phoenix, US
- **Twitter:** @ZyraTalk  
16 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=1b864164227b222d1872875f619aa9dc27fea2eca616fb4c6b0dd4a056a49b93&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fzyratalk%2F&secure%5Burl_type%5D=linkedin_company_website)  
23 employees on LinkedIn®

#### Who Uses This Product?

- **Company Size:** 75% Small, 25% Medium

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

**["ZyraTalk puts their Customers First!"](https://www.g2.com/survey_responses/zyratalk-review-4612909)**

**Rating:** 5.0/5.0 stars

_— Joshua R._

[Read full review](https://www.g2.com/survey_responses/zyratalk-review-4612909)

**["ZyraTalk is a game changer for AI chat and AI calling for Trades Business's"](https://www.g2.com/survey_responses/zyratalk-review-10443897)**

**Rating:** 5.0/5.0 stars

_— Chase B._

[Read full review](https://www.g2.com/survey_responses/zyratalk-review-10443897)

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

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

### [Apizee](https://www.g2.com/products/apizee/reviews)

Live Video Chat, Screen Sharing and Co-Browsing for sales and support teams. Apizee offers visual engagement solutions, helping companies solve complex customer problems faster through personalized remote visual support. Apizee gathers video chat, screen sharing, and co-browsing in one SaaS solution connected to leader sales and support platforms like Salesforce and Zendesk. Apizee provides a data-privacy-first customer experience platform hosted in Europe that scales from 1 agent to several teams and thousands of users.

**Average Rating:** 4.5/5.0

**Total Reviews:** 12

#### How Do G2 Users Rate Apizee?

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

#### Who Is the Company Behind Apizee?

- **Seller:** [Apizee](https://www.g2.com/sellers/apizee)
- **Year Founded:** 2013
- **HQ Location:** Lannion, Bretagne
- **Twitter:** @apizee  
717 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=2c4b8960a0a5b18449fa8329148e7b900031cd78e5d2930bc6b115342a21f874&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fapizee%2F&secure%5Burl_type%5D=linkedin_company_website)  
38 employees on LinkedIn®

#### Who Uses This Product?

- **Company Size:** 67% Small, 25% Large

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

**["Excellent product for online customer support"](https://www.g2.com/survey_responses/apizee-review-8881922)**

**Rating:** 4.5/5.0 stars

_— Verified User in Electrical/Electronic Manufacturing_

[Read full review](https://www.g2.com/survey_responses/apizee-review-8881922)

**["Apizee"](https://www.g2.com/survey_responses/apizee-review-8889274)**

**Rating:** 5.0/5.0 stars

_— sreyan c._

[Read full review](https://www.g2.com/survey_responses/apizee-review-8889274)

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

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

### [BetterChat](https://www.g2.com/products/betterchat/reviews)

Your #1 Solution for Seamless Interaction on the Leading Messaging Platform! empowering your business for sales, support, and marketing. Unlock features like Team Inbox, Broadcast Messaging, Contact Management, WhatsApp Chatbot, and API Support with BetterChat.

**Average Rating:** 3.2/5.0

**Total Reviews:** 3

#### How Do G2 Users Rate BetterChat?

- **Has the product been a good partner in doing business?:** 6.7/10 (Category avg: 9.1/10)
- **Lead Development:** 7.2/10 (Category avg: 8.5/10)
- **Customization :** 7.2/10 (Category avg: 8.5/10)
- **Co-Browsing:** 6.7/10 (Category avg: 8.1/10)

#### Who Is the Company Behind BetterChat?

- **Seller:** [Maxmite's Global](https://www.g2.com/sellers/maxmite-s-global)
- **HQ Location:** N/A
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=7886df2ed926834e5eb248c77dcfa8e5c815d3ab1f0fe3132ced0dba45868834&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2FNo-Linkedin-Presence-Added-Intentionally-By-DataOps&secure%5Burl_type%5D=linkedin_company_website)  
1 employees on LinkedIn®

#### Who Uses This Product?

- **Company Size:** 67% Small, 33% Medium

### [Chatango](https://www.g2.com/products/chatango/reviews)

Chatango offers live group chat for websites.

**Average Rating:** 4.5/5.0

**Total Reviews:** 3

#### How Do G2 Users Rate Chatango?

- **Lead Development:** 7.2/10 (Category avg: 8.5/10)
- **Customization :** 9.4/10 (Category avg: 8.5/10)

#### Who Is the Company Behind Chatango?

- **Seller:** [Chatango](https://www.g2.com/sellers/chatango)
- **HQ Location:** N/A
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=7886df2ed926834e5eb248c77dcfa8e5c815d3ab1f0fe3132ced0dba45868834&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2FNo-Linkedin-Presence-Added-Intentionally-By-DataOps&secure%5Burl_type%5D=linkedin_company_website)  
1 employees on LinkedIn®

#### Who Uses This Product?

- **Company Size:** 100% Large

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

**["Excellent aplication to interact with a group of person"](https://www.g2.com/survey_responses/chatango-review-1987564)**

**Rating:** 5.0/5.0 stars

_— Angel Jose B._

[Read full review](https://www.g2.com/survey_responses/chatango-review-1987564)

**["A good provision to connect to people from around the world"](https://www.g2.com/survey_responses/chatango-review-4848850)**

**Rating:** 4.0/5.0 stars

_— SYED SALIK A._

[Read full review](https://www.g2.com/survey_responses/chatango-review-4848850)

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

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

### [ChatStack](https://www.g2.com/products/chatstack/reviews)

ChatStack is a self-hosted live chat software for websites.

**Average Rating:** 2.7/5.0

**Total Reviews:** 3

#### How Do G2 Users Rate ChatStack?

- **Has the product been a good partner in doing business?:** 0.0/10 (Category avg: 9.1/10)
- **Lead Development:** 8.3/10 (Category avg: 8.5/10)
- **Customization :** 8.3/10 (Category avg: 8.5/10)
- **Co-Browsing:** 6.7/10 (Category avg: 8.1/10)

#### Who Is the Company Behind ChatStack?

- **Seller:** [Chatstack](https://www.g2.com/sellers/chatstack)
- **HQ Location:** Gold Coast, AU
- **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)  
2 employees on LinkedIn®

#### Who Uses This Product?

- **Company Size:** 67% Small, 33% Medium

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

**["Review for chatstack"](https://www.g2.com/survey_responses/chatstack-review-8488900)**

**Rating:** 4.5/5.0 stars

_— Verified User in Banking_

[Read full review](https://www.g2.com/survey_responses/chatstack-review-8488900)

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

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

### [ConnectiveOne (ex Kwizbot)](https://www.g2.com/products/connectiveone-ex-kwizbot/reviews)

Connective One is an omnichannel AI communication platform that automates customer service, sales, marketing, human resources, and internal communications within companies. The main goal of Connective One is to provide the most convenient and fastest customer service possible. Our product allows clients to get answers to their questions much faster, while operators can focus on more complex queries as Connective One handles routine processes. The functionality of Connective One includes: -AI Copilot: AI-generated responses to customer questions for quick operator replies. No need to spend time searching for information to respond – AI does it all for the operator, who only needs to send the message. -AI Tools: Internal operator assistant. -AI Fast Line: An AI tool that independently processes customer inquiries according to your knowledge base. No more AI "hallucinations" as you regulate and manage the responses. Fast Line handles up to 70% of typical customer queries, saving your managers' time. -Omnichannel: Connect all messengers, social networks, and email. - Operator Panel: Handles inquiries from all communication channels in a single window. Operators do not waste time switching between tabs, making communication easy and ensuring no customers are lost. -Scenario Builder: Create unique customer service workflows and easily make changes to them. -Contact Center PRO: Analytics of operator performance to view important metrics. -Question Categorizer: Easily segment and manage inquiries. -Macros: Routine processes that can be launched with one click, such as checking the status of an order or creating a deal card in the CRM system. -Mailing: Inform customers about your unique offers and promotions across all communication channels. -Easy and customizable integrations: Quick and simple connection to your customer relationship management systems. -Voice transcriber: Converts voice requests into text for more efficient processing. -Live chat: Provides instant customer support in real-time 24/7

**Average Rating:** 5.0/5.0

**Total Reviews:** 3

#### How Do G2 Users Rate ConnectiveOne (ex Kwizbot)?

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

#### Who Is the Company Behind ConnectiveOne (ex Kwizbot)?

- **Seller:** [Evergreen](https://www.g2.com/sellers/evergreen-8389db90-e80b-4d2c-84da-f588e0a3f4dd)
- **Year Founded:** 2009
- **HQ Location:** Подольский район, UA
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=123bd931e70e0a6f3fc9bd36fb7ab711f0484674d1a09ecfedc713eeb57541d5&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fevergreen-it-development-support-%2526-service%2F&secure%5Burl_type%5D=linkedin_company_website)  
19 employees on LinkedIn®

#### Who Uses This Product?

- **Company Size:** 67% Medium, 33% Small

#### What Are Recent G2 Reviews of ConnectiveOne (ex Kwizbot)?

**["ConnectiveOne helped OKWINE reduce hotline load and deliver faster, smarter customer service"](https://www.g2.com/survey_responses/connectiveone-ex-kwizbot-review-12541372)**

**Rating:** 5.0/5.0 stars

_— Федір ._

[Read full review](https://www.g2.com/survey_responses/connectiveone-ex-kwizbot-review-12541372)

**["A reliable omnichannel platform that genuinely reduces support workload"](https://www.g2.com/survey_responses/connectiveone-ex-kwizbot-review-12537468)**

**Rating:** 5.0/5.0 stars

_— Anastasiia C._

[Read full review](https://www.g2.com/survey_responses/connectiveone-ex-kwizbot-review-12537468)

### [Helpmonks](https://www.g2.com/products/helpmonks/reviews)

Helpmonks is a complete all-in-one customer engagement platform. Features likeTo-Do for teams, Customer Management capabilities, creating automated workflows, assigning emails, labeling emails for staying organized, and adding internal notes help to tame your email workload and ease the burden on your team's emails. Furthermore, Helpmonks has a Live-Chat option included in each plan and a mighty Email Marketing Platform for email campaigns and automated email triggers. Moreover, Helpmonks is the only shared inbox tool that offers multiple deployments models - SaaS (hosted), dedicated Cloud servers, and On-Premise (self-hosted) options and is priced per mailbox and NOT per user. Helpmonks is a shared mailbox software that empowers your team to collaborate on email conversations. Helpmonks makes all your shared mailboxes available in a central location, so your organization gains transparency and insight into all your team emails. For every team member. In the office, at home, or for remote teams. Besides, Helpmonks works with every email provider so you can continue using the tools that you already know and use. Our customers tell us -"Helpmonks just works."

**Average Rating:** 4.3/5.0

**Total Reviews:** 26

#### How Do G2 Users Rate Helpmonks?

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

#### Who Is the Company Behind Helpmonks?

- **Seller:** [Helpmonks](https://www.g2.com/sellers/helpmonks)
- **Year Founded:** 2013
- **HQ Location:** Syracuse, New York
- **Twitter:** @helpmonks  
2,086 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=ff5ad7abe9ab1406be4f4ed6d31c269fdf12d024968b8ce5ba9b6da9b119406e&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fhelpmonks%2Fabout&secure%5Burl_type%5D=linkedin_company_website)  
1 employees on LinkedIn®

#### Who Uses This Product?

- **Company Size:** 73% Small, 27% Medium

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

_AI-generated summary from verified user reviews_

##### Pros

- Users appreciate the **efficient email organization and search functionality** provided by Helpmonks, enhancing their workflow.
- Users commend the **effective email organization and search functionality** in Helpmonks, enhancing their productivity significantly.
- Users appreciate the **email tracking** feature of Helpmonks, allowing for efficient searching and organization of emails.
- Users value the **effective organization and labeling** of emails, making past searches efficient and user-friendly.

##### Cons

- Users often experience **random shutdowns** with Helpmonks, feeling uninformed about issue resolutions and updates.
- Users are frustrated with **poor notifications** about issues, leaving them uninformed during random shutdowns.
- Users report frequent **random shutdowns** , with a lack of communication regarding fixes, impacting their experience negatively.
- Users are frustrated by the **slow loading** times, leading to delays and a negative impact on productivity.
- Users experience **random shutdowns** with Helpmonks, feeling uninformed about resolution timelines during crashes.

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

**["Fantastic Email Support Service for Any Business"](https://www.g2.com/survey_responses/helpmonks-review-4399981)**

**Rating:** 4.5/5.0 stars

_— Verified User in Computer Software_

[Read full review](https://www.g2.com/survey_responses/helpmonks-review-4399981)

**["Much needed tech solutions for better email management with best in class customer support!"](https://www.g2.com/survey_responses/helpmonks-review-4621549)**

**Rating:** 4.5/5.0 stars

_— Verified User in Real Estate_

[Read full review](https://www.g2.com/survey_responses/helpmonks-review-4621549)

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

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

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

Contact/Call Centers, any website that experiences a good flow of visitors, organizations that need to support online customers, e-commerce websites. Integrated Customer Engagement (ICE) offers a perfect software solution for businesses to overcome the challenges of today's competitive environment. ICE has Chat, Email, Custom application, and Quality Assurance, all integrated, and allows you an easy switch over for different functionalities. ICE has been uniquely designed to offer different solutions built upon a common platform while still being independently operational. ICE ensures greater Customer Engagement. Also, deliver top-notch customer service with integrated AI-enabled Chatbot to scale your support, sales, and marketing goals through actionable analytics, seamless integration, auto-distribution of chats, and email integration for an absolute omnichannel customer experience.

**Average Rating:** 4.7/5.0

**Total Reviews:** 3

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

- **Lead Development:** 8.3/10 (Category avg: 8.5/10)
- **Customization :** 5.0/10 (Category avg: 8.5/10)
- **Co-Browsing:** 8.3/10 (Category avg: 8.1/10)

#### Who Is the Company Behind ICE Chat?

- **Seller:** [Etech Global Services](https://www.g2.com/sellers/etech-global-services-ef01de7f-cab5-45a5-8ebc-4496d028017b)
- **Year Founded:** 2003
- **HQ Location:** Nacogdoches, Texas, United States
- **Twitter:** @EtechGS  
1,939 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=2639d0c3dd22acf09f7a7ab2c4a403f7c1b09a5fad481bc67aa7c8d577739703&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fetech-global-services&secure%5Burl_type%5D=linkedin_company_website)  
3,210 employees on LinkedIn®
- **Ownership:** Private

#### Who Uses This Product?

- **Company Size:** 100% Small, 33% Large

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

**["Seamless communication through Ice Chat!"](https://www.g2.com/survey_responses/ice-chat-review-8722445)**

**Rating:** 4.5/5.0 stars

_— Madhu B._

[Read full review](https://www.g2.com/survey_responses/ice-chat-review-8722445)

**["A precious asset, in addressing our customer communication challenges."](https://www.g2.com/survey_responses/ice-chat-review-8730020)**

**Rating:** 4.5/5.0 stars

_— Fernanda B._

[Read full review](https://www.g2.com/survey_responses/ice-chat-review-8730020)

### [Lime Talk](https://www.g2.com/products/lime-talk/reviews)

Easy to use live chat software for your website. Affordable prices, mobile support.

**Average Rating:** 4.8/5.0

**Total Reviews:** 3

#### How Do G2 Users Rate Lime Talk?

- **Has the product been a good partner in doing business?:** 8.9/10 (Category avg: 9.1/10)
- **Customization :** 10.0/10 (Category avg: 8.5/10)

#### Who Is the Company Behind Lime Talk?

- **Seller:** [Lime Inspirations, s.r.o.](https://www.g2.com/sellers/lime-inspirations-s-r-o)
- **HQ Location:** Prague, Czech Republic
- **Twitter:** @LimeTalk\_com  
12 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=7886df2ed926834e5eb248c77dcfa8e5c815d3ab1f0fe3132ced0dba45868834&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2FNo-Linkedin-Presence-Added-Intentionally-By-DataOps&secure%5Burl_type%5D=linkedin_company_website)  
1 employees on LinkedIn®

#### Who Uses This Product?

- **Company Size:** 100% Small

#### What Are Recent G2 Reviews of Lime Talk?

**["Software for entrepreneur who cares about his business to large companies."](https://www.g2.com/survey_responses/lime-talk-review-2982294)**

**Rating:** 5.0/5.0 stars

_— Rafael D._

[Read full review](https://www.g2.com/survey_responses/lime-talk-review-2982294)

**["Lime Talk live chat on your website."](https://www.g2.com/survey_responses/lime-talk-review-2932892)**

**Rating:** 5.0/5.0 stars

_— Joseph L._

[Read full review](https://www.g2.com/survey_responses/lime-talk-review-2932892)

#### What Are G2 Users Discussing About Lime Talk?

- [What is Lime Talk used for?](https://www.g2.com/discussions/what-is-lime-talk-used-for)

### [oct8ne](https://www.g2.com/products/oct8ne/reviews)

Oct8ne is the only visual chat (livechat, chatbot & Messaging) with integrated catalog to show and recommend products in real-time to your customers. Offer 24/7 personalized assistance through human agents or chatbot through your social channels as well as on your e-shop. Integration with chatGPT for a more humanized experienced with our chatbot.

**Average Rating:** 5.0/5.0

**Total Reviews:** 3

#### How Do G2 Users Rate oct8ne?

- **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 :** 9.2/10 (Category avg: 8.5/10)
- **Co-Browsing:** 10.0/10 (Category avg: 8.1/10)

#### Who Is the Company Behind oct8ne?

- **Seller:** [Oct8ne](https://www.g2.com/sellers/oct8ne)
- **Year Founded:** 2016
- **HQ Location:** Barcelona, ES
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=44ed6cabad9a5b2b0a406adabdac9c69151d7e3d99769aa8fb78d2e34ff460fb&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Foct8ne-es%2F&secure%5Burl_type%5D=linkedin_company_website)  
31 employees on LinkedIn®

#### Who Uses This Product?

- **Company Size:** 100% Medium

#### What Are Recent G2 Reviews of oct8ne?

**["Essential for any ecommerce"](https://www.g2.com/survey_responses/oct8ne-review-10860374)**

**Rating:** 5.0/5.0 stars

_— Verified User in Retail_

[Read full review](https://www.g2.com/survey_responses/oct8ne-review-10860374)

**["Outstanding customer service"](https://www.g2.com/survey_responses/oct8ne-review-11656324)**

**Rating:** 5.0/5.0 stars

_— Soraya P._

[Read full review](https://www.g2.com/survey_responses/oct8ne-review-11656324)

### [phpFreeChat](https://www.g2.com/products/phpfreechat/reviews)

phpFreeChat is an opensoruce live chat tool for websites.

**Average Rating:** 3.8/5.0

**Total Reviews:** 3

#### How Do G2 Users Rate phpFreeChat?

- **Has the product been a good partner in doing business?:** 8.3/10 (Category avg: 9.1/10)
- **Lead Development:** 9.4/10 (Category avg: 8.5/10)
- **Customization :** 8.9/10 (Category avg: 8.5/10)
- **Co-Browsing:** 7.8/10 (Category avg: 8.1/10)

#### Who Is the Company Behind phpFreeChat?

- **Seller:** [phpFreeChat](https://www.g2.com/sellers/phpfreechat)
- **HQ Location:** N/A
- **Twitter:** @phpfreechat  
441 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=7886df2ed926834e5eb248c77dcfa8e5c815d3ab1f0fe3132ced0dba45868834&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2FNo-Linkedin-Presence-Added-Intentionally-By-DataOps&secure%5Burl_type%5D=linkedin_company_website)  
1 employees on LinkedIn®

#### Who Uses This Product?

- **Company Size:** 67% Small, 33% Medium

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

**["Easy to set-up chat"](https://www.g2.com/survey_responses/phpfreechat-review-1947769)**

**Rating:** 4.5/5.0 stars

_— Vincent Z._

[Read full review](https://www.g2.com/survey_responses/phpfreechat-review-1947769)

**["PHPFreeChat"](https://www.g2.com/survey_responses/phpfreechat-review-7842343)**

**Rating:** 4.0/5.0 stars

_— Verified User in Information Technology and Services_

[Read full review](https://www.g2.com/survey_responses/phpfreechat-review-7842343)

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

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

### [Sceyt](https://www.g2.com/products/sceyt/reviews)

Sceyt's APIs enable quick and seamless integration of in-app communication features into any web or mobile application. Our chat solutions support a wide range of functionalities beyond text messaging, including voice messages, file sharing, unlimited message storage, and more, catering to industries such as e-commerce, healthcare, e-learning, gaming, travel, and fintech. Sceyt's SDKs, APIs, and customizable UI Kits are designed for seamless integration and ease of use. Security is our priority. With encryption both in transit and at rest, along with SOC2 compliance, your data is fully protected. The solutions are built to scale with your business, accommodating growing user bases and evolving needs. With detailed, user-friendly documentation, setting up and integrating Sceyt’s communication tools is straightforward, allowing you to enhance your web and mobile application with a dynamic and versatile messaging experience.

**Average Rating:** 5.0/5.0

**Total Reviews:** 4

#### How Do G2 Users Rate Sceyt?

- **Has the product been a good partner in doing business?:** 8.9/10 (Category avg: 9.1/10)
- **Lead Development:** 9.2/10 (Category avg: 8.5/10)
- **Customization :** 10.0/10 (Category avg: 8.5/10)
- **Co-Browsing:** 6.7/10 (Category avg: 8.1/10)

#### Who Is the Company Behind Sceyt?

- **Seller:** [Sceyt](https://www.g2.com/sellers/sceyt)
- **Year Founded:** 2021
- **HQ Location:** Yerevan, AM
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=66d0b49630df0440f7a52cbe4094adeb6e5fff48c1c285dd4055f652f81a4e2b&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fsceyt%2F&secure%5Burl_type%5D=linkedin_company_website)  
7 employees on LinkedIn®

#### Who Uses This Product?

- **Company Size:** 75% Small, 25% Medium

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

_AI-generated summary from verified user reviews_

##### Pros

- Users commend Sceyt for its **excellent customer support** , providing quick solutions and dedicated assistance 24/7.
- Users value the **ease of use** of Sceyt, appreciating its seamless integration and user-friendly features for effective communication.
- Users find Sceyt's **implementation ease** exceptional, benefiting from seamless integration and outstanding customer support.
- Users value the **customizable chat functionality** of Sceyt for seamless integration and efficient customer support.
- Users find the **easy setup** with Sceyt highly beneficial for quick integration and seamless middleware creation.

##### Cons

- Users struggle with **poor documentation** that hinders understanding and customization of Sceyt features effectively.
- Users face **chat functionality issues** with Sceyt, requiring extra steps for permissions and middleware setups.
- Users find the **Developer Dependency** burdensome, needing API or middleware for certain permissions in the Mobile SDK.
- Users find the lack of **official documentation** makes deep customizations challenging and difficult to grasp.
- Users face a **steep learning curve** due to the lack of official documentation for in-depth customisation.

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

**["Great experience all around"](https://www.g2.com/survey_responses/sceyt-review-12110800)**

**Rating:** 5.0/5.0 stars

_— Berj M._

[Read full review](https://www.g2.com/survey_responses/sceyt-review-12110800)

**["Plug and Play solution for your business with your need,"](https://www.g2.com/survey_responses/sceyt-review-10786206)**

**Rating:** 5.0/5.0 stars

_— Darshan V._

[Read full review](https://www.g2.com/survey_responses/sceyt-review-10786206)

### [SparrowDesk](https://www.g2.com/products/sparrowdesk/reviews)

SparrowDesk is an AI-first customer support platform powered by Zoona AI, designed to help teams resolve customer conversations faster and more consistently at scale. It unifies email and live chat into a single omnichannel inbox, giving support teams full visibility into every customer interaction. At the core of SparrowDesk is Zoona AI, which brings intelligence directly into the support workflow. Zoona AI includes AI Agents that automatically handle routine customer queries with accurate, on-brand responses, and an AI Copilot that assists human agents with instant conversation summaries and smart reply suggestions. Together, they reduce repetitive work while keeping humans in control of complex issues. Beyond AI, SparrowDesk provides essential support operations tools such as Service Level Agreements (SLAs), customizable ticket views, macros, and real-time analytics. These features help teams stay organized, meet response targets, and gain visibility into performance. Designed for scale, SparrowDesk supports multi-brand and multilingual support with role-based access controls for growing teams.

**Average Rating:** 4.6/5.0

**Total Reviews:** 12

#### How Do G2 Users Rate SparrowDesk?

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

#### Who Is the Company Behind SparrowDesk?

- **Seller:** [SurveySparrow Inc.](https://www.g2.com/sellers/surveysparrow-inc)
- **Year Founded:** 2017
- **HQ Location:** Palo Alto, California
- **Twitter:** @surveysparrow  
904 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=248da59de43d290d61a268b03f756c7baccd51a41fd31fe328358aeb784d8fa4&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F13253328&secure%5Burl_type%5D=linkedin_company_website)  
412 employees on LinkedIn®

#### Who Uses This Product?

- **Company Size:** 75% Small, 17% Large

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

_AI-generated summary from verified user reviews_

##### Pros

- Users value the **AI assistance** in SparrowDesk for its efficiency and seamless support experience.
- Users appreciate the **AI assistance** in SparrowDesk for enhancing efficiency and simplifying daily support management.
- Users appreciate the **ease of assignment management** with all tasks centralized, enhancing team productivity and support. 
- Users appreciate the **automated responses** feature, making support management and team onboarding efficient and consistent.
- Users value the **ease of use** of SparrowDesk, streamlining support management and onboarding with a clean UI.

##### Cons

- Users find that the **automation complexity** in SparrowDesk is challenging due to limited integrations and time-consuming settings.
- Users face **integration issues** with unavailable tools and complicated automation settings that require time to adjust.
- Users are disappointed by the **lack of integrations** with essential tools, leading to limited functionality.
- Users express frustration with **limited automation** options, as some integrations are still unavailable and require extensive adjustments.
- Users find the **limited integrations** with SparrowDesk frustrating, hindering their automation efficiency and overall productivity.

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

**["User-Friendly with Stellar AI Assistance"](https://www.g2.com/survey_responses/sparrowdesk-review-12433338)**

**Rating:** 4.5/5.0 stars

_— Robin J._

[Read full review](https://www.g2.com/survey_responses/sparrowdesk-review-12433338)

**["Clean support tool with a very low learning curve not overwhelming like other platforms"](https://www.g2.com/survey_responses/sparrowdesk-review-12631523)**

**Rating:** 5.0/5.0 stars

_— Akhila K._

[Read full review](https://www.g2.com/survey_responses/sparrowdesk-review-12631523)

### [Sugester CRM](https://www.g2.com/products/sugester-crm/reviews)

Sugester is a blend of CRM, helpdesk and project management features with a one-stop-shop for the needs of SMB: from email and CRM, to task planning, through an embeddable live chat.

**Average Rating:** 3.3/5.0

**Total Reviews:** 3

#### How Do G2 Users Rate Sugester CRM?

- **Has the product been a good partner in doing business?:** 5.0/10 (Category avg: 9.1/10)

#### Who Is the Company Behind Sugester CRM?

- **Seller:** [Sugester](https://www.g2.com/sellers/sugester)
- **HQ Location:** N/A
- **Twitter:** @sugesterPL  
243 Twitter followers
- **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=18774974d641be5e98b9b7570486da118746c7090360dad799795a031633ebad&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fsugester-pl%2F&secure%5Burl_type%5D=linkedin_company_website)  
3 employees on LinkedIn®

#### Who Uses This Product?

- **Company Size:** 33% Large, 33% Medium

#### What Are Recent G2 Reviews of Sugester CRM?

**["Good CRM Organization and Tracker Tool"](https://www.g2.com/survey_responses/sugester-crm-review-146324)**

**Rating:** 4.0/5.0 stars

_— Verified User in Apparel & Fashion_

[Read full review](https://www.g2.com/survey_responses/sugester-crm-review-146324)

#### What Are G2 Users Discussing About Sugester CRM?

- [What is Sugester CRM used for?](https://www.g2.com/discussions/what-is-sugester-crm-used-for)

### [SupportGenie](https://www.g2.com/products/supportgenie/reviews)

SupportGenie, develops B2B hardware support solutions that make resolving hardware issues easier and faster. Troubleshooting the end user's problems in the field can be resolved quickly by amplifying answers with video assistance, augmented reality and AI. Leverage machine learning and computer vision to identify and pre-screen trouble areas, further reducing the time needed for customers to wait for support specialists. Our user-friendly tools eliminate the need for frustrating phone calls, delayed emails, and complicated technical jargon, making it quick, simple, and stress-free to resolve hardware issues remotely on a smartphone. Better hardware support tools make for better customer experiences!

**Average Rating:** 4.7/5.0

**Total Reviews:** 3

#### How Do G2 Users Rate SupportGenie?

- **Has the product been a good partner in doing business?:** 10.0/10 (Category avg: 9.1/10)
- **Lead Development:** 8.3/10 (Category avg: 8.5/10)
- **Customization :** 9.4/10 (Category avg: 8.5/10)
- **Co-Browsing:** 7.5/10 (Category avg: 8.1/10)

#### Who Is the Company Behind SupportGenie?

- **Seller:** [SupportGenie](https://www.g2.com/sellers/supportgenie)
- **Year Founded:** 2016
- **HQ Location:** San Jose, US
- **Twitter:** @supportgenie  
441 Twitter followers
- **LinkedIn® Page:** [linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=070e0c7f074e8ec3ebd33c1641f5dd2d129f6c8d17c294e1787ad4092ca1e8ad&secure%5Burl%5D=https%3A%2F%2Flinkedin.com%2Fcompany%2Fsupportgenie&secure%5Burl_type%5D=linkedin_company_website)  
7 employees on LinkedIn®

#### Who Uses This Product?

- **Company Size:** 100% Small

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

**["Reviewing SupportGenie"](https://www.g2.com/survey_responses/supportgenie-review-8481748)**

**Rating:** 4.5/5.0 stars

_— sierra k._

[Read full review](https://www.g2.com/survey_responses/supportgenie-review-8481748)

**["A Real Genie to save your Clients. !!"](https://www.g2.com/survey_responses/supportgenie-review-8583944)**

**Rating:** 4.5/5.0 stars

_— Richa S._

[Read full review](https://www.g2.com/survey_responses/supportgenie-review-8583944)

- [‹ Prev‹ Prev](/categories/live-chat?order=g2_score&page=16&trk=public_post_comment-text#product-list)
- [1](/categories/live-chat?order=g2_score&trk=public_post_comment-text#product-list)
- [2](/categories/live-chat?order=g2_score&page=2&trk=public_post_comment-text#product-list)
- …
- [13](/categories/live-chat?order=g2_score&page=13&trk=public_post_comment-text#product-list)
- [14](/categories/live-chat?order=g2_score&page=14&trk=public_post_comment-text#product-list)
- [15](/categories/live-chat?order=g2_score&page=15&trk=public_post_comment-text#product-list)
- [16](/categories/live-chat?order=g2_score&page=16&trk=public_post_comment-text#product-list)
- 17
- [18](/categories/live-chat?order=g2_score&page=18&trk=public_post_comment-text#product-list)
- [19](/categories/live-chat?order=g2_score&page=19&trk=public_post_comment-text#product-list)
- [20](/categories/live-chat?order=g2_score&page=20&trk=public_post_comment-text#product-list)
- [21](/categories/live-chat?order=g2_score&page=21&trk=public_post_comment-text#product-list)
- …
- [30](/categories/live-chat?order=g2_score&page=30&trk=public_post_comment-text#product-list)
- [31](/categories/live-chat?order=g2_score&page=31&trk=public_post_comment-text#product-list)
- [Next ›Next ›](/categories/live-chat?order=g2_score&page=18&trk=public_post_comment-text#product-list)

Spotlight Categories

[Data Science and Machine Learning Platforms](https://www.g2.com/categories/data-science-and-machine-learning-platforms)

[Webinar Platforms](https://www.g2.com/categories/webinar)

[Electronic Data Interchange (EDI) Software](https://www.g2.com/categories/electronic-data-interchange-edi)

[Inbound Call Tracking Software](https://www.g2.com/categories/inbound-call-tracking)

[SaaS Backup Software](https://www.g2.com/categories/saas-backup)

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.