# Best Live Chat Software - Page 19 ## How Many Live Chat Software Products Does G2 Track? **Total Products under this Category:** 463 ### Category Stats (Aug 2026) - **Average Rating:** 4.47/5 The average rating of products in this category, based on all submitted ratings - **Top Trending Product:** Callbell (+2.42%) - Among all products in this category, Callbell recorded the largest rating increase compared to last month _Last updated: August 01, 2026_ ## How Does G2 Rank Live Chat Software Products? **Why You Can Trust G2's Software Rankings:** - 30 Analysts and Data Experts - 100,300+ Authentic Reviews - 463+ Products - Unbiased Rankings G2's software rankings are built on verified user reviews, rigorous moderation, and a consistent research methodology maintained by a team of analysts and data experts. Each product is measured using the same transparent criteria, with no paid placement or vendor influence. While reviews reflect real user experiences, which can be subjective, they offer valuable insight into how software performs in the hands of professionals. Together, these inputs power the G2 Score, a standardized way to compare tools within every category. ## G2 Grid® for Live Chat Software ![G2 Grid® for Live Chat Software plotting products by satisfaction and market presence](https://www.g2.com/categories/live-chat/grids.png?focus%5B%5D=574&focus%5B%5D=5494&focus%5B%5D=90225&focus%5B%5D=3270&focus%5B%5D=2743&focus%5B%5D=10366&focus%5B%5D=1281845&focus%5B%5D=61400) Highlighted products: Zendesk for Customer Service, Agentforce Service (formerly Salesforce Service Cloud), Qualified, Fin, Zoho Desk, Podium, WhatsApp Business Platform, and Tidio. Underlying data: [Grid® JSON](https://www.g2.com/categories/live-chat/grids.json?focus%5B%5D=zendesk-for-customer-service&focus%5B%5D=agentforce-service-formerly-salesforce-service-cloud&focus%5B%5D=qualified&focus%5B%5D=fin&focus%5B%5D=zoho-desk&focus%5B%5D=podium&focus%5B%5D=whatsapp-business-platform&focus%5B%5D=tidio) **Sponsored** ### Fin Fin is a single Customer Agent that can take on different roles, depending on what the conversation needs. Fin can handle sales, service, and more - all as part of one continuous experience for the customer. Key benefits of Fin AI Agent: - Automates complex tasks such as refunds, transaction disputes, and technical troubleshooting. - Easy to configure with a no-code experience that anyone on your team can manage. - Works with any helpdesk, including Salesforce, HubSpot, and Freshdesk – no migration required. - Affordable at scale with pricing starting at just $0.99 per outcome. - Provides complete visibility and control through tools to analyze, train, test, and deploy Fin across all channels. - Engages buyers as they explore your site, providing instant, relevant answers when intent is highest. - Moves prospects closer to a decision, answering questions about pricing and features, addressing objections, and matching solutions to their needs. - Closes opportunities by guiding qualified buyers to the right next step – booking meetings, starting trials, or handing off to sales with full context. How it works: Fin combines generative AI with deterministic rules to act just like your best human agents. You can give Fin detailed, step-by-step instructions, and it will follow them with speed and reliability – reducing time to resolution and improving customer satisfaction. Under the hood, Fin is powered by Fin APEX 1.0, the highest-performing, fastest model for customer service. Every layer is optimized for accuracy, speed, and reliability, so Fin can handle high volumes and complex queries with confidence. Proof of performance: - Fin resolves 67% of customer queries on average, with rates as high as 93% for some teams. - Trusted by 6,000+ customer service teams, including the world’s leading AI companies like Anthropic. - In independent tests, Fin consistently outperformed competitors, delivering higher resolution rates than Forethought, Decagon, and others. Ranked #1 AI Agent on G2, with the highest number of reviews. [Visit website](https://www.g2.com/external_clickthroughs/record?secure%5Bad_program%5D=ppc&secure%5Bad_slot%5D=category_product_list_llm&secure%5Bcategory_id%5D=191&secure%5Bchosen_at%5D=2026-08-01T15%3A25%3A27Z&secure%5Bdisplayable_resource_id%5D=191&secure%5Bdisplayable_resource_type%5D=Category&secure%5Bmedium%5D=sponsored&secure%5Bplacement_reason%5D=page_category&secure%5Bplacement_resource_ids%5D%5B%5D=191&secure%5Bprioritized%5D=false&secure%5Bproduct_id%5D=3270&secure%5Bresource_id%5D=191&secure%5Bresource_type%5D=Category&secure%5Bsource_type%5D=category_page&secure%5Bsource_url%5D=https%3A%2F%2Fwww.g2.com%2Fcategories%2Flive-chat%3Fpage%3D19%26trk%3Dpublic_post_comment-text&secure%5Btoken%5D=45388daf0b3655f01e8aa1d61863e518e934c197be1e89b9788222f036bdcca2&secure%5Burl%5D=https%3A%2F%2Fwww.fin.ai%2Fdrlp%2Fai-agent&secure%5Burl_type%5D=custom_url) ### [Convosio](https://www.g2.com/products/convosio/reviews) Convosio is a live chat system designed to facilitate real-time communication for businesses and organizations. The platform offers users the ability to engage in instant, text-based conversations with their website visitors or clients. With a focus on functionality and simplicity, Convosio aims to provide a straightforward solution for effective online communication. **Average Rating:** 4.3/5.0 **Total Reviews:** 2 #### How Do G2 Users Rate Convosio? - **Lead Development:** 9.2/10 (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 Convosio? - **Seller:** [Kore.co, Inc](https://www.g2.com/sellers/kore-co-inc) - **Year Founded:** 2023 - **HQ Location:** 5502 Monterey Dr, Frisco, Texas 75034, US - **Twitter:** @korecompany 330 Twitter followers - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=02d5c4561fa60900a7d17d68b1b613ac8afcd98af8cf0159fec8b12bf5426524&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fkorecoofficial%2F&secure%5Burl_type%5D=linkedin_company_website) 13 employees on LinkedIn® #### Who Uses This Product? - **Company Size:** 50% Small, 50% Medium #### What Are Recent G2 Reviews of Convosio? **["Convosio helps us to chat with our customers using Live Chat"](https://www.g2.com/survey_responses/convosio-review-9544130)** **Rating:** 5.0/5.0 stars _— Arvind A._ [Read full review](https://www.g2.com/survey_responses/convosio-review-9544130) ### [erxes](https://www.g2.com/products/erxes/reviews) Welcome to erxes, the open source Hubspot/Qualtrics alternative. erxes is an open-source experience operating system (XOS) that enables SaaS providers and digital marketing agencies/developers to create unique experiences that work for all types of business. We will change how businesses grow by delivering breakthrough value to our community. Come along on this journey with us! Achieving growth and unity within your company is possible with erxes, because it is: - 100% free & sustainable: erxes offers a sustainable business model in which both developers and users win. It is open-source software, but even better. - 100% customizable: Our plugin-based architecture provides unlimited customization and lets you meet all your needs, no matter how specific they are. - 100% privacy: We've designed the erxes platform to retain complete control over your company's sensitive data with no third-party monitoring. - 100% in control: You can build any experience you want, where all the channels your business operates on are connected and integrated. Explore your options: Self-hosted AGPLv3 with the Enterprise Edition licensed open-source Hubspot alternative. It's written in Node.js, GraphQL and React. Self-serve Start for free and unlock advanced features, additional services, and customized options with our power-ups and add-ons. Enterprise Secure, compliant open-source software for enterprises. Empower your team to move faster. Embed Integrate erxes core plugins, components, and SDKs into your platform to enhance its capabilities and streamline operations. Platform Leverage erxes core plugins, components, and enterprise features to power your entire platform business. Infrastructure Power up your SaaS with erxes infrastructure and native plugins. Let's bring your vision to life with our expert team. **Average Rating:** 4.3/5.0 **Total Reviews:** 2 #### How Do G2 Users Rate erxes? - **Has the product been a good partner in doing business?:** 10.0/10 (Category avg: 9.1/10) - **Lead Development:** 6.7/10 (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 erxes? - **Seller:** [erxes Inc](https://www.g2.com/sellers/erxes-inc) - **Year Founded:** 2017 - **HQ Location:** Los Angeles, US - **Twitter:** @erxeshq 904 Twitter followers - **LinkedIn® Page:** [linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=d1185bf0b5aae91ed53bb6a8485901d405c9a8f6cbb5442a861f4cd311b3e55d&secure%5Burl%5D=https%3A%2F%2Flinkedin.com%2Fcompany%2Ferxes&secure%5Burl_type%5D=linkedin_company_website) 32 employees on LinkedIn® #### Who Uses This Product? - **Company Size:** 50% Small, 50% Medium #### What Are Recent G2 Reviews of erxes? **["Erxes Better Way To Automate Business Marketing and Sales"](https://www.g2.com/survey_responses/erxes-review-5063993)** **Rating:** 5.0/5.0 stars _— Rashi G._ [Read full review](https://www.g2.com/survey_responses/erxes-review-5063993) #### What Are G2 Users Discussing About erxes? - [What is erxes used for?](https://www.g2.com/discussions/what-is-erxes-used-for) ### [HGS Agent X](https://www.g2.com/products/hgs-agent-x/reviews) HGS Agent X is a fully customizable contact center AI (Artificial Intelligence) software that helps brands solve critical contact center challenges and supercharges their contact center to deliver a top-notch customer experience. With HGS Agent X, you pay for only the features your business needs! - AI-powered agent assist - Customer 360° view - Smart knowledge base - Cloud-based omnichannel platform - Interactive voice response (IVR) & assistance - Contact center analytics - Contact center automation HGS Agent X offers simplicity in an age of complexity. It is a comprehensive, highly customizable, cloud-based contact center solution enabling contact centers to ramp up ROI by: - increasing efficiencies by automating mundane agent tasks - reducing agent task and talk time - speeding up agent onboarding and self-learning - providing agents with deeper customer insights to enrich customer interactions - facilitating agent collaboration and idea generation Resolve issues faster, boost quality management processes, and deliver a great customer experience with HGS Agent X's wide range of features. 1. Simplified Customer 360 View: To improve the CX, brands worldwide continuously enhance their contact centers by introducing new channels. While investing millions to facilitate customer engagement on new channels, few are investing in the tools agents need to support omnichannel environments. One of the biggest frustrations for any customer is having to repeatedly explain the same issue or grievance across different channels to different customer service representatives. HGS Agent X addresses this issue by providing a simple and easy-to-understand customer 360 view to give agents all the information required to resolve a customer query in one place. 2. Smarter Knowledge Management: In a fast-paced and rapidly evolving CX environment, contact center agents must keep up with increasing customer expectations—not only for top-notch CX but for problem-solving. Regular training is an effective tool to ensure the agents are well prepared to handle all kinds of customer issues, but you can do better: HGS Agent X’s smarter knowledge management capabilities enable quick agent training & onboarding and distribution of business-critical information among agents in real-time. 3. AI-Powered Agent Assist: In today’s environment, operating a contact center without AI-powered computing abilities is like consuming food without all the essential nutrients. Gone are the days when customers were looking for answers to questions. They now expect brands to anticipate their needs and offer solutions. HGS Agent X, with its AI-powered agent-assist capability and call center automation tools, not only helps contact center agents eliminate repetitive tasks and improve their efficiency—improving their experience—but it also provides details such as customer sentiment, demographic, product or service information, status, etc. so that agents can tailor offerings and solutions to the customers. 4. Real-Time Customer Insights: Brands aspire to deliver a customer experience that emulates the ease of a conversation with a friend. However, no matter how skilled, agents alone could never replicate this meaningful exchange. A conversation with a friend takes into account your mutual histories, nonverbal cues, tone of voice, and your implied understanding of that friend’s goals. By allowing technology to supplement real-time insights an agent has about a customer, Agent X facilitates a true customer relationship to deliver a memorable customer experience. 5. Reporting and Analytics: With the constant increase in communication channels and the volume of customer interactions, defining and automating the tracking of key performance indicators (KPIs) has become critical to the success of a contact center. Tapping into the insights obtained from analytics ensures that the contact center delivers top-notch CX consistently. Along with AI-powered solutions, smarter knowledge sharing, and customer 360 views, Agent X provides ready-to-use analytics dashboards that monitor the performance of a contact center at an agent level, team lead level, and organization level. These call center analytics dashboards are updated in real-time to improve operational efficiency, quality, and workforce management. Maximize your most valuable asset with a streamlined, unified solution that empowers agent performance and results in an outstanding customer experience. **Average Rating:** 3.9/5.0 **Total Reviews:** 4 #### How Do G2 Users Rate HGS Agent X? - **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 :** 8.3/10 (Category avg: 8.5/10) - **Co-Browsing:** 8.3/10 (Category avg: 8.1/10) #### Who Is the Company Behind HGS Agent X? - **Seller:** [Hinduja Global Solutions](https://www.g2.com/sellers/hinduja-global-solutions) - **Year Founded:** 2000 - **HQ Location:** Chicago, Illinois, United States - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=3a0db67f7c29b5732a00d6d8c0cc6b9c8f00cabc387341b7912503f987734d25&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fhinduja-global-solutions-inc--%2F&secure%5Burl_type%5D=linkedin_company_website) 28,012 employees on LinkedIn® #### Who Uses This Product? - **Company Size:** 50% Medium, 25% Large #### What Are Recent G2 Reviews of HGS Agent X? **["Good Contact Center"](https://www.g2.com/survey_responses/hgs-agent-x-review-6822783)** **Rating:** 4.5/5.0 stars _— Sravan K._ [Read full review](https://www.g2.com/survey_responses/hgs-agent-x-review-6822783) **["HGS Agent X: Live Customer Support Simplified"](https://www.g2.com/survey_responses/hgs-agent-x-review-6625361)** **Rating:** 4.5/5.0 stars _— Piyush Narayan R._ [Read full review](https://www.g2.com/survey_responses/hgs-agent-x-review-6625361) #### What Are G2 Users Discussing About HGS Agent X? - [What is HGS Agent X used for?](https://www.g2.com/discussions/what-is-hgs-agent-x-used-for) ### [IMsupporting](https://www.g2.com/products/imsupporting/reviews) IMsupporting is a hybrid live chat platform designed for modern businesses that want real customer conversations—powered by both AI and human agents. Unlike generic chat tools, IMsupporting provides highly bespoke solutions tailored to each organisation’s processes, systems, and customer needs. Our platform supports deep integrations, custom workflows, and secure deployments for enterprise, public sector, and regulated environments. For larger organisations, we deliver dedicated live chat solutions built around specific operational requirements, including system integrations, custom routing, and AI-assisted agents. For smaller businesses, we offer a streamlined live chat product that delivers powerful features without the complexity of large-scale installations, allowing teams to get started quickly and scale as they grow. Whether you need a simple website chat or a fully integrated hybrid AI and human support platform, IMsupporting adapts to your business—not the other way around. **Average Rating:** 4.3/5.0 **Total Reviews:** 2 #### How Do G2 Users Rate IMsupporting? - **Lead Development:** 8.3/10 (Category avg: 8.5/10) - **Customization :** 7.5/10 (Category avg: 8.5/10) - **Co-Browsing:** 10.0/10 (Category avg: 8.1/10) #### Who Is the Company Behind IMsupporting? - **Seller:** [IMsupporting](https://www.g2.com/sellers/imsupporting) - **Year Founded:** 2008 - **HQ Location:** Gloucester, GB - **Twitter:** @imsupporting 356 Twitter followers - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=e7d2ab549c7c221266331b31663ac17c1a0d1fcbd87f74bf02b2c3913642db7a&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fimsupporting&secure%5Burl_type%5D=linkedin_company_website) 1 employees on LinkedIn® #### Who Uses This Product? - **Company Size:** 50% Large, 50% Small #### What Are Recent G2 Reviews of IMsupporting? **["great experience with live supporting"](https://www.g2.com/survey_responses/imsupporting-review-5376574)** **Rating:** 5.0/5.0 stars _— Sandro G._ [Read full review](https://www.g2.com/survey_responses/imsupporting-review-5376574) ### [interakt](https://www.g2.com/products/interakt/reviews) Interakt is a simple All-In-One Customer Engagement and Support suite which helps you capture, engage and retain all your valuable users and customers. Capture: Acquire new leads through exit popups, notifications, live chat and custom forms. Engage: Use email marketing/automation, web/push notifications and automated chat triggers to engage your customers and increase conversions. Retain: Segment and manage leads and user activity data through in-built CRM. Provide real-time 24/7 support through live chat, helpdesk and a knowledge-base. All this and more through a one time simple javascript integration. **Average Rating:** 5.0/5.0 **Total Reviews:** 3 #### Who Is the Company Behind interakt? - **Seller:** [Interakt](https://www.g2.com/sellers/interakt) - **HQ Location:** N/A - **Twitter:** @InteraktApp 939 Twitter followers - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=dd2a6de944bff607c97a94af5aa864081dafef5bdc0c932e1d0e87a6f0615e17&secure%5Burl%5D=http%3A%2F%2Fwww.linkedin.com%2Fcompany%2Finteraktapp&secure%5Burl_type%5D=linkedin_company_website) 1 employees on LinkedIn® #### Who Uses This Product? - **Company Size:** 67% Medium, 33% Small #### What Are Recent G2 Reviews of interakt? **["Great app for startups to grow faster using this app"](https://www.g2.com/survey_responses/interakt-review-6739318)** **Rating:** 5.0/5.0 stars _— Harshit P._ [Read full review](https://www.g2.com/survey_responses/interakt-review-6739318) **["Great platform for business who wants to sell on whatsapp and maintain good after sales service"](https://www.g2.com/survey_responses/interakt-review-6770178)** **Rating:** 5.0/5.0 stars _— Harshit P._ [Read full review](https://www.g2.com/survey_responses/interakt-review-6770178) ### [Live Chat 3](https://www.g2.com/products/live-chat-3/reviews) It's beautiful, simple and it works! Live Chat 3 will get you closer to your website visitors and eliminates customers being stranded on your website. Start chatting with your website visitors, the best way to help your customers. It’s much faster than email and way more efficient than phone. Don’t make your customers leave frustrated, get Live Chat 3 today. Live Chat 3 has been optimised for all mobile devices. Just login and answer the questions from all smart mobile devices you can think off. We even have fully native apps for iOS and Android free to use and included with your license. **Average Rating:** 4.3/5.0 **Total Reviews:** 2 #### How Do G2 Users Rate Live Chat 3? - **Has the product been a good partner in doing business?:** 10.0/10 (Category avg: 9.1/10) - **Lead Development:** 7.5/10 (Category avg: 8.5/10) - **Customization :** 8.3/10 (Category avg: 8.5/10) - **Co-Browsing:** 10.0/10 (Category avg: 8.1/10) #### Who Is the Company Behind Live Chat 3? - **Seller:** [Jakweb](https://www.g2.com/sellers/jakweb-a1ba7dae-35ae-4fbc-8727-5558a1e2fee1) - **Year Founded:** 2008 - **HQ Location:** N/A - **Twitter:** @jakweb 1,375 Twitter followers - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=9467f642abc4f206ae235eab850905a3aace2d8a2bb019310a654d7204512db4&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F2420575&secure%5Burl_type%5D=linkedin_company_website) 3 employees on LinkedIn® #### Who Uses This Product? - **Company Size:** 50% Large, 50% Medium #### What Are Recent G2 Reviews of Live Chat 3? **["Cost effective tool to connect with customers"](https://www.g2.com/survey_responses/live-chat-3-review-502076)** **Rating:** 4.0/5.0 stars _— Verified User in Computer Networking_ [Read full review](https://www.g2.com/survey_responses/live-chat-3-review-502076) **["Self employed Online retail sales"](https://www.g2.com/survey_responses/live-chat-3-review-9413555)** **Rating:** 4.5/5.0 stars _— Savannah K._ [Read full review](https://www.g2.com/survey_responses/live-chat-3-review-9413555) ### [minchat](https://www.g2.com/products/minchat/reviews) Chat API/sdk that enables you to create chat functionality into your app or website within minutes saving you months of development time time. MinChat also comes with prebuilt UI's making it even easier to have chat functionality setup into your app or website. **Average Rating:** 4.3/5.0 **Total Reviews:** 2 #### How Do G2 Users Rate minchat? - **Lead Development:** 10.0/10 (Category avg: 8.5/10) - **Customization :** 9.2/10 (Category avg: 8.5/10) - **Co-Browsing:** 9.2/10 (Category avg: 8.1/10) #### Who Is the Company Behind minchat? - **Seller:** [Minchat](https://www.g2.com/sellers/minchat) - **Year Founded:** 2022 - **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=73147133d7d4137f94eabb2a5c6a0048e8c67a692f0b2c465e168ddab54477bf&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fminchathq&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 minchat? **["Developer friendly with stuuning UI"](https://www.g2.com/survey_responses/minchat-review-9165936)** **Rating:** 4.0/5.0 stars _— Verified User in Information Technology and Services_ [Read full review](https://www.g2.com/survey_responses/minchat-review-9165936) **["Helped a lot in integrating Chat in our react website"](https://www.g2.com/survey_responses/minchat-review-9198622)** **Rating:** 4.5/5.0 stars _— Yash G._ [Read full review](https://www.g2.com/survey_responses/minchat-review-9198622) ### [Mozeo](https://www.g2.com/products/mozeo/reviews) Mozeo has been a leading authority for over a decade, helping thousands of customers create and execute a text messaging plan. Get access to a feature-loaded dashboard that includes contacts management, keyword autoresponders, SMS, MMS, text conversations, live chat, reports, and more. Best of all, our support is unmatched - we've had a 97% customer satisfaction rating for three years running. **Average Rating:** 4.4/5.0 **Total Reviews:** 32 #### How Do G2 Users Rate Mozeo? - **Has the product been a good partner in doing business?:** 9.0/10 (Category avg: 9.1/10) - **Customization :** 0.0/10 (Category avg: 8.5/10) #### Who Is the Company Behind Mozeo? - **Seller:** [Mozeo](https://www.g2.com/sellers/mozeo) - **Year Founded:** 2007 - **HQ Location:** Camillus, NY - **Twitter:** @mozeomobile 198 Twitter followers - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=2c5f6bdd02015fd34d07c4696222bcffa4da36b601a89a9f0e13d8a2ef974509&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F203300%2F&secure%5Burl_type%5D=linkedin_company_website) 2 employees on LinkedIn® #### Who Uses This Product? - **Company Size:** 47% Small, 31% Medium #### What Do G2 Reviewers Say About Mozeo? _AI-generated summary from verified user reviews_ ##### Pros - Users appreciate the **ease of use** of Mozeo, enhancing communication and efficiency with effortless mass messaging capabilities. - Users find Mozeo's **customer support** to be timely and exceptionally helpful whenever assistance is needed. - Users value the **flexibility and efficiency** of Mozeo's messaging, facilitating easy group communications without sharing personal info. - Users value the **easy communication** with team members, enabling straightforward interactions even from remote locations. - Users appreciate the **easy communication** capabilities of Mozeo, enabling seamless message delivery without sharing personal information. ##### Cons - Users find Mozeo to be **expensive** , with unpredictable costs making budgeting and planning challenging for fluctuating messaging volumes. - Users face **messaging issues** with Mozeo, including lack of reporting and accidental mass sends. - Users note that **contact organization features** need improvement, as sorting and error tracking are challenging. - Users struggle with **dashboard issues** , finding it hard to navigate and access features for purchasing credits. - Users desire more **reporting options** from Mozeo, particularly on message reception and timing for better tracking. #### What Are Recent G2 Reviews of Mozeo? **["Effortless Setup and Remarkable Customer Service"](https://www.g2.com/survey_responses/mozeo-review-12051010)** **Rating:** 5.0/5.0 stars _— Amanda D._ [Read full review](https://www.g2.com/survey_responses/mozeo-review-12051010) **["Efficient SMS Communication with Stellar Support"](https://www.g2.com/survey_responses/mozeo-review-12281953)** **Rating:** 4.0/5.0 stars _— Nathan H._ [Read full review](https://www.g2.com/survey_responses/mozeo-review-12281953) #### What Are G2 Users Discussing About Mozeo? - [What is Mozeo used for?](https://www.g2.com/discussions/what-is-mozeo-used-for) ### [next4biz CSM](https://www.g2.com/products/next4biz-csm/reviews) Next4biz CSM is an AI-powered, omnichannel, and workflow-based customer service solution designed to help businesses efficiently manage customer inquiries, complaints, and service requests. As a no-code platform, Next4biz enables organizations to design and adapt their customer service processes independently without relying on technical teams. Next4biz offers seamless omnichannel support by integrating with various communication channels, including call centers, email, social media platforms (Instagram, Facebook, Twitter, etc.), live chat, WhatsApp, self-service portals, and complaint platforms. This unified approach ensures consistent and efficient customer service across all touchpoints. The platform leverages artificial intelligence to enhance service quality and efficiency. The Ticket Resolver feature automatically identifies resolution steps based on ticket content and executes the necessary actions. Sentiment Analyzer classifies tickets by analyzing the sentiment within their content. Customer Sentiment Insights provide a deeper understanding of what customers think about products or services. Future Teller predicts ticket volumes in each category, enabling better workforce planning. Additionally, the Generative AI Chatbot offers automated support through live chat, WhatsApp, and direct messaging channels and is customizable to your business needs. Next4biz is also workflow-driven, allowing businesses to create tailored workflows for various resolution processes. These workflows are dynamically initiated based on ticket categories, customer segments, priorities, or other predefined attributes. Service levels and escalation hierarchies can be defined for each workflow step, enabling organizations to automate complex processes while maintaining complete control over resolution timelines. By combining AI-powered capabilities, omnichannel functionality, and workflow-driven service design, Next4biz CSM empowers organizations to deliver exceptional customer experiences while reducing operational complexity. **Average Rating:** 4.5/5.0 **Total Reviews:** 17 #### How Do G2 Users Rate next4biz CSM? - **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 :** 7.8/10 (Category avg: 8.5/10) - **Co-Browsing:** 10.0/10 (Category avg: 8.1/10) #### Who Is the Company Behind next4biz CSM? - **Seller:** [Next4biz](https://www.g2.com/sellers/next4biz) - **Year Founded:** 2006 - **HQ Location:** İstanbul, Kadıköy - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=7d56721ada226aafb777ac29a531b5b2a08e14f1121e8a2cd8ef01d602f41874&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fnext4biz%2F&secure%5Burl_type%5D=linkedin_company_website) 64 employees on LinkedIn® #### Who Uses This Product? - **Company Size:** 53% Large, 47% Medium #### What Are Recent G2 Reviews of next4biz CSM? **["Amazing Self Building Experience with Hands on Customer Support!"](https://www.g2.com/survey_responses/next4biz-csm-review-9578893)** **Rating:** 5.0/5.0 stars _— berker d._ [Read full review](https://www.g2.com/survey_responses/next4biz-csm-review-9578893) **["customer service management is now much more effective with easily designable processes"](https://www.g2.com/survey_responses/next4biz-csm-review-9621989)** **Rating:** 5.0/5.0 stars _— Busra U._ [Read full review](https://www.g2.com/survey_responses/next4biz-csm-review-9621989) #### What Are G2 Users Discussing About next4biz CSM? - [What is next4biz CSM used for?](https://www.g2.com/discussions/what-is-next4biz-csm-used-for) ### [NinjaChat by 500apps](https://www.g2.com/products/ninjachat-by-500apps/reviews) NinjaChat is a live chat software that allows you to communicate directly with your customers in real time. It integrates easily with existing websites and provides features such as answering questions, troubleshooting issues, and engaging prospects. You can easily create multiple agents and customize the look of your live chat widget from scratch - no HTML or coding skills are required. Get 50 apps with NinjaChat at just $14.99/month. **Average Rating:** 5.0/5.0 **Total Reviews:** 2 #### Who Is the Company Behind NinjaChat by 500apps? - **Seller:** [500apps](https://www.g2.com/sellers/500apps) - **Year Founded:** 2019 - **HQ Location:** New York, California - **Twitter:** @SitePing500apps 26 Twitter followers - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=cd894b90935a8dfb70360d37a67e7623dc9270e72cee1f7acd5c237c0def3ee3&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Foutreachly-by-500apps%2F&secure%5Burl_type%5D=linkedin_company_website) 1 employees on LinkedIn® #### Who Uses This Product? - **Company Size:** 100% Medium #### What Are Recent G2 Reviews of NinjaChat by 500apps? **["Unleashing Happiness: How NinjaChat Delivers for Our Customers!"](https://www.g2.com/survey_responses/ninjachat-by-500apps-review-8105966)** **Rating:** 5.0/5.0 stars _— Taras H._ [Read full review](https://www.g2.com/survey_responses/ninjachat-by-500apps-review-8105966) **["A fantastic solution for delivering customer support online."](https://www.g2.com/survey_responses/ninjachat-by-500apps-review-8075755)** **Rating:** 5.0/5.0 stars _— Natasha D._ [Read full review](https://www.g2.com/survey_responses/ninjachat-by-500apps-review-8075755) ### [OnCustomer](https://www.g2.com/products/oncustomer/reviews) OnCustomer is the leading omnichannel communication platform in Vietnam. OnCustomer is more than a live chat tool. It is a platform where corporates connect with their customers using personalized content and extensive communication channels. OnCustomer is conducive to increasing real-time conversion rate, fostering revenue growth, and improving customer retention and loyalty. **Average Rating:** 4.3/5.0 **Total Reviews:** 2 #### How Do G2 Users Rate OnCustomer? - **Lead Development:** 10.0/10 (Category avg: 8.5/10) - **Customization :** 8.3/10 (Category avg: 8.5/10) - **Co-Browsing:** 8.3/10 (Category avg: 8.1/10) #### Who Is the Company Behind OnCustomer? - **Seller:** [Novaon](https://www.g2.com/sellers/novaon-ed545aef-b590-45d2-88d1-72d48f563f41) - **HQ Location:** Quận Cầu Giấy, VN - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=575b8f7f3df0db479309e62f134dbb46ad35b42b0681e4b9feb9b656ed6032f0&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Foncustomer&secure%5Burl_type%5D=linkedin_company_website) 1 employees on LinkedIn® #### Who Uses This Product? - **Company Size:** 50% Medium, 50% Small #### What Do G2 Reviewers Say About OnCustomer? _AI-generated summary from verified user reviews_ ##### Pros - Users value the **multiple communication interfaces** offered by OnCustomer for effective customer interaction. ##### Cons - Users find the **limited language support** problematic, limiting accessibility for businesses with diverse clients. #### What Are Recent G2 Reviews of OnCustomer? **["Personalize content based on customer data"](https://www.g2.com/survey_responses/oncustomer-review-10525322)** **Rating:** 4.5/5.0 stars _— Eric D._ [Read full review](https://www.g2.com/survey_responses/oncustomer-review-10525322) **["Excellent tool for customer management"](https://www.g2.com/survey_responses/oncustomer-review-4857068)** **Rating:** 4.0/5.0 stars _— Giang N._ [Read full review](https://www.g2.com/survey_responses/oncustomer-review-4857068) #### What Are G2 Users Discussing About OnCustomer? - [What is OnCustomer used for?](https://www.g2.com/discussions/what-is-oncustomer-used-for) ### [Samespace](https://www.g2.com/products/samespace-samespace/reviews) Build on cutting-edge Internet technologies and design thinking principles, Samespace elates customer experience, increases agent productivity and saves a ton of money. We seamlessly integrate into any CRM to make your contact center agile and adaptable and to make your sales and support teams more productive with automation and streamlined workflows. The solution includes Dialer, IVR, webchat and on-net calls, and AI-powered analytics in one package. **Average Rating:** 5.0/5.0 **Total Reviews:** 3 #### How Do G2 Users Rate Samespace? - **Lead Development:** 10.0/10 (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 Samespace? - **Seller:** [Samespace](https://www.g2.com/sellers/samespace) - **Year Founded:** 2018 - **HQ Location:** Palo Alto, US - **Twitter:** @samespace 520 Twitter followers - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=caf8e3df5c07ce650af4a1d8ddfc1b04b85eb9bf50c13d469c38469f4a581e57&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F13646555&secure%5Burl_type%5D=linkedin_company_website) 76 employees on LinkedIn® #### Who Uses This Product? - **Company Size:** 67% Medium, 33% Small #### What Do G2 Reviewers Say About Samespace? _AI-generated summary from verified user reviews_ ##### Pros - Users value the **AI efficiency** of Samespace, enhancing task performance with real-time monitoring and analytics. - Users value the **automation features** of Samespace, enhancing workflow efficiency and improving task performance significantly. - Users appreciate the **effective communication** capabilities of Samespace, enhancing their interactions and collaboration. - Users value the **seamless CRM integration** of Samespace, which enhances workflow management and efficiency. - Users value the **customization options** in Samespace, enhancing their experience and tailoring workflows to their needs. ##### Cons - Users frequently experience **connection issues** , leading to frustration despite otherwise positive aspects of the product. - Users experience **inadequate AI capabilities** , leading to frustration and limited customization options in Samespace. - Users report **integration issues** with Samespace, experiencing headaches and connection problems that disrupt their workflow. - Users find the **AI tool limitations** in Samespace to be frustrating and potentially headache-inducing. - Users experience **limited customization** options, leading to frustration and challenges while using Samespace. #### What Are Recent G2 Reviews of Samespace? **["Great tool for training, self performance review and quality tracking purpose!"](https://www.g2.com/survey_responses/samespace-review-6949194)** **Rating:** 5.0/5.0 stars _— Verified User in Information Technology and Services_ [Read full review](https://www.g2.com/survey_responses/samespace-review-6949194) **["Samespace - A Powerful and Underrated AI Communication Tool"](https://www.g2.com/survey_responses/samespace-review-10788019)** **Rating:** 5.0/5.0 stars _— Parthiv M._ [Read full review](https://www.g2.com/survey_responses/samespace-review-10788019) ### [Serviceform](https://www.g2.com/products/serviceform/reviews) Serviceform – The only software your business needs for Sales, Support and Marketing Have website visitors but not converting them into customers? Let's change that! Serviceform helps businesses around the world to convert website visitors into revenue. This is done by combining lead generation tools, analytics to identify the behaviour of the website visitors and a CRM to provide a single solution for website conversion and customer management. Our vision is to be a globally leading company focused on pushing the boundaries of online lead generation and communication. We want to be the only software your business needs for Sales, Support and Marketing. Serviceform is a Finland-based SaaS company. We are committed to growing the best possible lead generation tools and analytics tools. We want to allow business owners to make educated decisions and grow their businesses predictably. About our technology, we provide an all-in-one software platform that helps companies simplify their sales, marketing, and customer support process. • The only 6 website conversion tools you'll need: Chatbot, Live chat, Dynamic form, Conversational landing page, Engagement chatbot, Popup, and Floating bar. • Management tools: Flex xRM, Ourly Meeting scheduler, Website analytics, and Cookie banner. • Communication tools: Social inbox, Email and SMS campaign builder. Check us out at Serviceform.com! **Average Rating:** 4.8/5.0 **Total Reviews:** 10 #### How Do G2 Users Rate Serviceform? - **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 Serviceform? - **Seller:** [Serviceform](https://www.g2.com/sellers/serviceform) - **Year Founded:** 2017 - **HQ Location:** Turku, FIN - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=9c2f9c79701cbc29e2abaecb297de4760c9658ebb3e9b4d9c29fdec97d2a89b5&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Flinkedin-serviceform&secure%5Burl_type%5D=linkedin_company_website) 80 employees on LinkedIn® #### Who Uses This Product? - **Company Size:** 90% Small #### What Are Recent G2 Reviews of Serviceform? **["Making our workflow easy and helps us to use our database more effectively"](https://www.g2.com/survey_responses/serviceform-review-8022885)** **Rating:** 5.0/5.0 stars _— Dr. Pravarti M._ [Read full review](https://www.g2.com/survey_responses/serviceform-review-8022885) **["We use Serviceform's chatbot, cookies and lead bar on our website. Everything has worked really well"](https://www.g2.com/survey_responses/serviceform-review-7883435)** **Rating:** 5.0/5.0 stars _— Alina S._ [Read full review](https://www.g2.com/survey_responses/serviceform-review-7883435) #### What Are G2 Users Discussing About Serviceform? - [What is Serviceform used for?](https://www.g2.com/discussions/what-is-serviceform-used-for) ### [SignalZen](https://www.g2.com/products/signalzen/reviews) SignalZen is a live chat solution for your website which enables you to talk to your website visitors directly from Slack. By setting up an account at SignalZen and inserting a small piece of HTML code into your website's code, you will start receiving chat sessions from your customers online on Slack. This Slack App enables you to talk to your website's visitors in real-time and in 2 integration ways - by dedicated chat channels or threads in a single channel. **Average Rating:** 4.5/5.0 **Total Reviews:** 2 #### How Do G2 Users Rate SignalZen? - **Has the product been a good partner in doing business?:** 10.0/10 (Category avg: 9.1/10) #### Who Is the Company Behind SignalZen? - **Seller:** [MB SignalZen](https://www.g2.com/sellers/mb-signalzen) - **HQ Location:** Kaunas, LT - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=0d2e0297d4a52e698e05888ef8395158327179d5a327ba4ea8a1673f8e611df8&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F75890048&secure%5Burl_type%5D=linkedin_company_website) 2 employees on LinkedIn® #### Who Uses This Product? - **Company Size:** 100% Small #### What Are Recent G2 Reviews of SignalZen? **["Great for companies that need to converse with customers. Without bloat steps or bots."](https://www.g2.com/survey_responses/signalzen-review-7649744)** **Rating:** 4.0/5.0 stars _— Sebastian R._ [Read full review](https://www.g2.com/survey_responses/signalzen-review-7649744) **["Excellent Widget - Outstanding Support"](https://www.g2.com/survey_responses/signalzen-review-7161763)** **Rating:** 5.0/5.0 stars _— Billy W._ [Read full review](https://www.g2.com/survey_responses/signalzen-review-7161763) ### [Skyler AI](https://www.g2.com/products/skyler-ai/reviews) PHP Live! is a PHP and MySQL powered live chat software for websites. PHP Live! enables your website visitors to contact you instantly via live chat directly from your webpages. It's simple to configure, easy to use with plethora of live chat features. We offer two types of Live Chat Solutions: Download or On Demand. The Download solution is a self-hosted PHP software that installs on your server and domain. With the On Demand solution, simply signup, setup and be ONLINE in just few minutes. **Average Rating:** 5.0/5.0 **Total Reviews:** 2 #### How Do G2 Users Rate Skyler AI? - **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 :** 10.0/10 (Category avg: 8.5/10) #### Who Is the Company Behind Skyler AI? - **Seller:** [OSI Codes](https://www.g2.com/sellers/osi-codes) - **Year Founded:** 2017 - **HQ Location:** Houston, US - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=015ada668239e9d139e9eb2a1cb65b6c525030607cf50cf06dc54e3065300f54&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fskylerai&secure%5Burl_type%5D=linkedin_company_website) 25 employees on LinkedIn® #### Who Uses This Product? - **Company Size:** 50% Large, 50% Small #### What Are Recent G2 Reviews of Skyler AI? **["PHPLIVE IS YOUR OPTION"](https://www.g2.com/survey_responses/skyler-ai-review-2478863)** **Rating:** 5.0/5.0 stars _— Gabriel M._ [Read full review](https://www.g2.com/survey_responses/skyler-ai-review-2478863) **["Great way to connect with customers where they are"](https://www.g2.com/survey_responses/skyler-ai-review-2763736)** **Rating:** 5.0/5.0 stars _— Verified User in Transportation/Trucking/Railroad_ [Read full review](https://www.g2.com/survey_responses/skyler-ai-review-2763736) #### What Are G2 Users Discussing About Skyler AI? - [What is PHP Live! used for?](https://www.g2.com/discussions/what-is-php-live-used-for) - [‹ Prev‹ Prev](/categories/live-chat?order=g2_score&page=18&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) - … - [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](/categories/live-chat?order=g2_score&page=17&trk=public_post_comment-text#product-list) - [18](/categories/live-chat?order=g2_score&page=18&trk=public_post_comment-text#product-list) - 19 - [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) - [22](/categories/live-chat?order=g2_score&page=22&trk=public_post_comment-text#product-list) - [23](/categories/live-chat?order=g2_score&page=23&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=20&trk=public_post_comment-text#product-list) Spotlight Categories [Pricing Software](https://www.g2.com/categories/pricing) [Influencer Marketing Platforms](https://www.g2.com/categories/influencer-marketing-platforms) [Procure to Pay Software](https://www.g2.com/categories/procure-to-pay) [AI Sales Assistant Software](https://www.g2.com/categories/ai-sales-assistant) [Help Desk Software](https://www.g2.com/categories/help-desk) 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.