# Best Live Chat Software - Page 2

  *By [Jeffrey Lin](https://research.g2.com/insights/author/jeffrey-lin)*

   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.





## Category Overview

**Total Products under this Category:** 455


## Trust & Credibility Stats

**Why You Can Trust G2's Software Rankings:**

- 30 Analysts and Data Experts
- 93,400+ Authentic Reviews
- 455+ 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.


## Best Live Chat Software At A Glance

- **Leader:** [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews)
- **Highest Performer:** [Chatway Live Chat](https://www.g2.com/products/chatway-chatway-live-chat/reviews)
- **Easiest to Use:** [Gladly](https://www.g2.com/products/gladly/reviews)
- **Top Trending:** [HighLevel](https://www.g2.com/products/highlevel/reviews)
- **Best Free Software:** [Fin by Intercom](https://www.g2.com/products/fin-by-intercom/reviews)


---

**Sponsored**

### LiveChat

LiveChat is a comprehensive customer communication platform that enables businesses to connect with their website visitors and customers in real-time, driving sales, delivering support, and enhancing customer satisfaction. Designed for ecommerce teams, the platform boosts AOV, upsell, and overall ROI by engaging shoppers at the right moment and converting more traffic into revenue. AI and advanced analytics surface sales opportunities, automate routine conversations, and give clear visibility into performance. All essential tools - including AI automation, analytics, a customizable chat widget, and agent apps - come together in one easy-to-deploy, no-code platform that delivers value quickly. ✅ Benefits • Higher conversions by capturing visitor attention at key moments through proactive, real-time engagement. • Lower operational overhead and greater agent productivity thanks to managing all communication channels in one unified workspace. • Better business decisions and clearer performance insights driven by transparent reporting on conversions, lead quality, and sales opportunities. • Faster responses and more time for high-value conversations enabled by AI that automates routine work and supports agents with smart assistance. • Stronger customer engagement and higher average order value through chat experiences tailored to your brand and optimized for upsell. 💬 Key features • Chat tools and widget: Real-time, two-way conversations with visitors, supported by file sharing, chat archives, automated greetings (like sneak-peek and inactivity prompts), seamless chat transfer, and post-chat ratings. • Multi-channel messaging: Manage all conversations from a single workspace - one license covers unlimited websites and apps, plus Facebook Messenger, WhatsApp Business, and email. • AI and automation: Leverage built-in AI features, including Copilot, reply suggestions, chat summaries, and insights extracted from high-volume conversations to boost efficiency and speed. • Analytics and reporting: Access intuitive dashboards that track agent performance, conversions, customer behavior, and more, with robust filtering and easy data export. • Customization and integrations: Tailor the widget’s appearance, language, and brand voice, and extend capabilities with 200+ integrations across CRMs, ecommerce platforms, help desks, and automation tools. • Easy implementation: Add LiveChat to your site with a simple code snippet-no heavy development or complex setup required. • Security and support: Benefit from enterprise-grade security, reliable infrastructure, and 24/7/365 customer support to keep your communication running flawlessly. 🌎 Trusted by teams worldwide to drive growth Thousands of companies worldwide utilize LiveChat to deliver fast and personalized customer interactions. Over 40% of customers prefer brands that offer live chat, and businesses that consistently use it see higher conversion rates and stronger engagement. LiveChat helps teams work more efficiently, improve satisfaction, and drive measurable growth. Adding specific customer results - like increases in conversions or agent productivity - can further highlight its impact. About Us LiveChat was created by Text S.A., a global software company headquartered in Wrocław, Poland. For over two decades, we’ve been dedicated to building tools that help businesses communicate better with their customers. LiveChat serves companies in more than 150 countries - from growing ecommerce stores to established B2B SaaS organizations - empowering them to deliver fast, personal, and effective customer service.



[Visit website](https://www.g2.com/external_clickthroughs/record?secure%5Bad_program%5D=ppc&secure%5Bad_slot%5D=category_product_list&secure%5Bcategory_id%5D=191&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=1856&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%3D20&secure%5Btoken%5D=fc7c86c2323ef54a3f24406c07b2a5b868fd91e9615fc3dc815274a444b7b2b3&secure%5Burl%5D=https%3A%2F%2Fwww.livechat.com%2F&secure%5Burl_type%5D=free_trial)

---

## Top-Rated Products (Ranked by G2 Score)
### 1. [Olark](https://www.g2.com/products/olark/reviews)
  Olark live chat is the easiest way to boost your sales, help solve issues and understand your customers. Give your customers the answers they need immediately and gain powerful insights about what they want for relationships that last. Olark is WCAG 2.0 AA compliant, accessible, and GDPR ready.


  **Average Rating:** 4.3/5.0
  **Total Reviews:** 220

**User Satisfaction Scores:**

- **Has the product been a good partner in doing business?:** 9.1/10 (Category avg: 9.1/10)
- **Lead Development:** 8.3/10 (Category avg: 8.5/10)
- **Customization :** 7.7/10 (Category avg: 8.5/10)
- **Co-Browsing:** 8.9/10 (Category avg: 8.1/10)


**Seller Details:**

- **Seller:** [Olark](https://www.g2.com/sellers/olark)
- **Year Founded:** 2008
- **HQ Location:** Ann Arbor, MI
- **Twitter:** @olark (5,800 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/469764/ (18 employees on LinkedIn®)

**Reviewer Demographics:**
  - **Top Industries:** Computer Software, Internet
  - **Company Size:** 51% Small-Business, 44% Mid-Market


#### Pros & Cons

**Pros:**

- Interface Ease (1 reviews)
- User Interface (1 reviews)

**Cons:**

- Billing Issues (1 reviews)

### 2. [Gist](https://www.g2.com/products/gist/reviews)
  Gist is a suite of tools businesses use to market, sell and communicate with their customers. And we're on a mission to help marketing, sales and support teams create great customer experiences in every interaction across the customer lifecycle, at scale. Today, over 10,000 businesses are using Gist and we're just getting started. Customers use us to talk to their leads and customers and be that central source of truth. We believe that we’re in the middle of a huge shift in SaaS space towards all-in-one platforms and we need your help. Join us on this journey and help us transform the way people run businesses :)


  **Average Rating:** 4.6/5.0
  **Total Reviews:** 218

**User Satisfaction Scores:**

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


**Seller Details:**

- **Seller:** [Gist](https://www.g2.com/sellers/gist)
- **Year Founded:** 2020
- **HQ Location:** Newark, Delaware
- **Twitter:** @gistplatform (2,753 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/13263466/ (13 employees on LinkedIn®)

**Reviewer Demographics:**
  - **Who Uses This:** Founder, CEO
  - **Top Industries:** Marketing and Advertising, Computer Software
  - **Company Size:** 94% Small-Business, 5% Mid-Market


#### Pros & Cons

**Pros:**

- Ease of Use (20 reviews)
- Customer Support (13 reviews)
- Features (10 reviews)
- Chat Features (9 reviews)
- Email Marketing (8 reviews)

**Cons:**

- Learning Curve (6 reviews)
- Limited Features (6 reviews)
- Limited Options (5 reviews)
- Live Chat Issues (4 reviews)
- Not Intuitive (4 reviews)

### 3. [Rocket.Chat](https://www.g2.com/products/rocket-chat/reviews)
  Rocket.Chat Secure CommsO® is a communication platform that unifies messaging, voice, video, AI, and mission-critical applications—ensuring uncompromising security, compliance, and operational efficiency for governments, defense, and critical infrastructure organizations operating in high-stakes environments.


  **Average Rating:** 4.2/5.0
  **Total Reviews:** 346

**User Satisfaction Scores:**

- **Has the product been a good partner in doing business?:** 8.2/10 (Category avg: 9.1/10)
- **Lead Development:** 8.1/10 (Category avg: 8.5/10)
- **Customization :** 8.0/10 (Category avg: 8.5/10)
- **Co-Browsing:** 8.7/10 (Category avg: 8.1/10)


**Seller Details:**

- **Seller:** [Rocket.Chat Technologies](https://www.g2.com/sellers/rocket-chat-technologies)
- **Year Founded:** 2015
- **HQ Location:** Wilmington, Delaware
- **Twitter:** @RocketChat (24,323 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/9487844/ (183 employees on LinkedIn®)

**Reviewer Demographics:**
  - **Who Uses This:** Software Engineer
  - **Top Industries:** Information Technology and Services, Computer Software
  - **Company Size:** 49% Mid-Market, 36% Small-Business


#### Pros & Cons

**Pros:**

- Ease of Use (17 reviews)
- Features (14 reviews)
- Easy Communication (12 reviews)
- Communication (11 reviews)
- Security (10 reviews)

**Cons:**

- Not User-Friendly (7 reviews)
- User Interface (7 reviews)
- Learning Curve (5 reviews)
- Not Intuitive (5 reviews)
- Poor Interface Design (5 reviews)

### 4. [Pure Chat](https://www.g2.com/products/pure-chat/reviews)
  Pure Chat helps small and mid-sized organizations engage their website visitors with our live chat software. Use Pure Chat throughout the entire customer journey to share information with visitors, nurture leads, provide support, and deliver exceptional customer service to improve sales and satisfaction. Just looking to add live chat software to your website? We’ve got you covered with our 100% Free plan. You'll get unlimited users/operators and unlimited chats on up to 3 websites -- for FREE. If you're looking for a more powerful and integrated solution, sign up for our Pro plan to get access to visitor analytics, unlimited contacts, trigger-based notifications and much more. Get started for free today!


  **Average Rating:** 4.4/5.0
  **Total Reviews:** 205

**User Satisfaction Scores:**

- **Has the product been a good partner in doing business?:** 9.2/10 (Category avg: 9.1/10)
- **Lead Development:** 7.9/10 (Category avg: 8.5/10)
- **Customization :** 8.2/10 (Category avg: 8.5/10)
- **Co-Browsing:** 8.1/10 (Category avg: 8.1/10)


**Seller Details:**

- **Seller:** [Pure Chat](https://www.g2.com/sellers/pure-chat)
- **Year Founded:** 2012
- **HQ Location:** Scottsdale, AZ
- **Twitter:** @PureChat (1,462 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/9296758/ (2 employees on LinkedIn®)

**Reviewer Demographics:**
  - **Who Uses This:** Customer Service Representative
  - **Top Industries:** Computer Software, Financial Services
  - **Company Size:** 57% Small-Business, 32% Mid-Market


#### Pros & Cons

**Pros:**

- Features (2 reviews)
- Ease of Use (1 reviews)
- Easy Setup (1 reviews)
- User Interface (1 reviews)

**Cons:**

- Bugs (1 reviews)
- Inadequate Reporting (1 reviews)
- Limitations (1 reviews)

### 5. [Verloop.io](https://www.g2.com/products/verloop-io/reviews)
  Verloop.io is a leading Conversational AI platform that simplifies customer support automation, enabling businesses to deliver exceptional customer experiences. Using Machine Learning (ML), Automated Speech Recognition (ASR), and Natural Language Processing (NLP), Verloop.io powers AI-driven self-service, real-time agent support, and actionable insights for quality assurance. Available 24/7 across Web, Apps, Messenger, Instagram, and WhatsApp, it provides seamless multilingual support in 80+ languages. Trusted by 5,000+ businesses, Verloop.io engages 100 million users and achieves 90%+ query deflection, reducing costs while enhancing efficiency. Designed for global industries, Verloop.io fosters stronger customer relationships through personalized, contextual interactions, improving engagement and satisfaction at every step.


  **Average Rating:** 4.7/5.0
  **Total Reviews:** 226

**User Satisfaction Scores:**

- **Has the product been a good partner in doing business?:** 9.5/10 (Category avg: 9.1/10)
- **Lead Development:** 9.3/10 (Category avg: 8.5/10)
- **Customization :** 9.1/10 (Category avg: 8.5/10)
- **Co-Browsing:** 9.3/10 (Category avg: 8.1/10)


**Seller Details:**

- **Seller:** [Verloop](https://www.g2.com/sellers/verloop)
- **Year Founded:** 2016
- **HQ Location:** Bangalore
- **Twitter:** @verloopio (1,439 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/13283350/ (97 employees on LinkedIn®)

**Reviewer Demographics:**
  - **Who Uses This:** Director, Customer Happiness Champion
  - **Top Industries:** Financial Services, Retail
  - **Company Size:** 49% Mid-Market, 32% Small-Business


#### Pros & Cons

**Pros:**

- Ease of Use (8 reviews)
- Customer Support (3 reviews)
- Helpful (3 reviews)
- Automation (2 reviews)
- Chat Features (2 reviews)

**Cons:**

- Bug Issues (2 reviews)
- Slow Performance (2 reviews)
- Bugs (1 reviews)
- Call Quality Issues (1 reviews)
- Chat Issues (1 reviews)

### 6. [HelpCrunch](https://www.g2.com/products/helpcrunch/reviews)
  HelpCrunch is an AI customer service platform for your Support, Sales, and Marketing. All in one. Scale customer communications with AI in all channels while keeping it personal and controllable. The platform combines AI Agents and AI chatbots, omnichannel live chat and shared inbox, knowledge base, and marketing+sales automation tools. Try HelpCrunch for free for 14 days and see how AI can resolve up to 80% of customer questions. 🧠 AI Agents Not your typical chatbot. Not just ChatGPT. Trained exclusively on your content and fully under your control. ⏵ Save time, reduce workload – automatically handle up to 80% of customer questions. ⏵ Scale without hiring – create multiple agents for different products, workflows, or tasks. ⏵ Be everywhere your customers are – live chat, iOS/Android, Facebook, Instagram, WhatsApp, Telegram, Viber. ⏵ Reliable answers only – near-zero hallucinations; anything missing gets routed to your team. ⏵ Handle complexity effortlessly – multi-part questions, follow-ups, topic changes. ⏵ Automate smarter – add AI Agents into chatbot flows for flexible, context-aware automation. 🤖 No-Code AI Chatbots Build custom AI journeys to automate replies, tagging, routing. Works in all channels, zero coding needed. 💬 Live Chat & Multichannel Inbox Manage conversations from website, email, in-app widget, messengers, and social in a single inbox. Assign chats, add tags, track history, and keep context clear across your team. 📚 Knowledge Base
 Build a self-service help center with SEO-friendly articles, categories, and search. Reduce tickets while giving customers 24/7 access to answers. 📧 Email & Campaigns
 Send one-off newsletters, automated onboarding sequences, or targeted campaigns. Segment users by behavior and deliver the right message at the right time. 🎯 Popups & Auto Messages
 Trigger personalized chat messages or popups based on visitor behavior – engage leads instantly, promote offers, and drive conversions. 📊 Analytics & Performance Track AI deflection rates, CSAT, first response times, workload, hours saved by automation, and more. HelpCrunch gives you visibility into both human and AI support. 😉 Why HelpCrunch?
 ⏵ Multichannel by design: web, mobile, messengers, email, and social.
 ⏵ All-in-one: support, marketing automation, and lightweight CRM in one tool.
 ⏵ Scales with your business, from startups to enterprises. ⏵ No-code setup in minutes.
Free migration from other tools. Make service your competitive advantage with HelpCrunch – the secret behind more efficient teams, without extra headcount.


  **Average Rating:** 4.7/5.0
  **Total Reviews:** 232

**User Satisfaction Scores:**

- **Has the product been a good partner in doing business?:** 9.6/10 (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:** 8.0/10 (Category avg: 8.1/10)


**Seller Details:**

- **Seller:** [HelpCrunch](https://www.g2.com/sellers/helpcrunch)
- **Year Founded:** 2016
- **HQ Location:** Palo Alto, CA
- **Twitter:** @HelpCrunchCom (333 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/4846760/ (18 employees on LinkedIn®)

**Reviewer Demographics:**
  - **Who Uses This:** CEO, Founder
  - **Top Industries:** Computer Software, Information Technology and Services
  - **Company Size:** 83% Small-Business, 15% Mid-Market


#### Pros & Cons

**Pros:**

- Ease of Use (19 reviews)
- Features (16 reviews)
- Helpful (14 reviews)
- Chat Features (10 reviews)
- Customer Support (10 reviews)

**Cons:**

- Limited Customization (4 reviews)
- Chat Functionality (3 reviews)
- Chat Issues (3 reviews)
- Expensive (3 reviews)
- Slow Loading (3 reviews)

### 7. [tawk.to](https://www.g2.com/products/tawk-to/reviews)
  tawk.to’s messaging and customer management software makes it easy for over six million people to communicate and transact with billions of customers. The most widely used chat application on the planet, tawk.to is ranked #1 with a 98% customer satisfaction score. Monitor and chat with customers in real time, follow up in a built-in ticketing and support center, and create a help center to empower customers to help themselves – all 100% Free. Plugins are available for popular CMS and eCommerce platforms such as WordPress, Wix, Squarespace and BigCommerce. tawk.to is easy to use across all devices and provides 24/7 live support.


  **Average Rating:** 4.5/5.0
  **Total Reviews:** 196

**User Satisfaction Scores:**

- **Has the product been a good partner in doing business?:** 8.9/10 (Category avg: 9.1/10)
- **Lead Development:** 8.4/10 (Category avg: 8.5/10)
- **Customization :** 8.5/10 (Category avg: 8.5/10)
- **Co-Browsing:** 8.3/10 (Category avg: 8.1/10)


**Seller Details:**

- **Seller:** [tawk.to](https://www.g2.com/sellers/tawk-to)
- **Year Founded:** 2012
- **HQ Location:** Las Vegas, NV
- **Twitter:** @tawktotawk (5,652 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/5611254/ (133 employees on LinkedIn®)

**Reviewer Demographics:**
  - **Who Uses This:** Owner
  - **Top Industries:** Information Technology and Services, Computer Software
  - **Company Size:** 73% Small-Business, 24% Mid-Market


#### Pros & Cons

**Pros:**

- Ease of Use (8 reviews)
- Features (4 reviews)
- Easy Setup (3 reviews)
- Affordable (2 reviews)
- Easy Integrations (2 reviews)

**Cons:**

- Chatbot Issues (2 reviews)
- Limitations (2 reviews)
- Limited Customization (2 reviews)
- Limited Features (2 reviews)
- Expensive (1 reviews)

### 8. [Missive](https://www.g2.com/products/missive/reviews)
  Are you double sending emails? Not knowing who's responding to what, or whether they've responded at all? What if your business could manage all your email accounts, including its shared inboxes like support@, sales@, info@, and accounting@, along with SMS, WhatsApp, Messenger, and Instagram—all in one place? Missive is inbox collaboration for teams that run on email—eliminating chaos and ensuring everyone is aligned. Our powerful tool simplifies collaboration and boosts productivity, breaking down silos between your business's internal and external communications. We help your team work together effortlessly. Used by over 4500 businesses, including accounting firms, logistics companies, travel agencies, and start up tech companies. -- Key features • Teams Inbox: Centralize all your communication channels into shared inboxes for efficient management across your different teams. • Internal Team Chat: Facilitate real-time collaboration and discussions within your team, directly alongside your external communications. • Automated Workflows: Create customizable rules to automate repetitive tasks and use AI to get even more efficiency. Popular use cases include auto-categorization of emails, auto-follow-up emails, automatic forwarding of receipts, and out-of-office auto-responses. • Canned responses: Save time with pre-written replies to customer inquiries, sales pitches, or to include that PDF you always need to attach when signing up a new client • Integrations: Enhance your workflow with integrations to popular tools like OpenAI, ClickUp, Asana, GitHub, HubSpot, Zapier, and many more.


  **Average Rating:** 4.7/5.0
  **Total Reviews:** 810

**User Satisfaction Scores:**

- **Has the product been a good partner in doing business?:** 9.6/10 (Category avg: 9.1/10)
- **Lead Development:** 8.0/10 (Category avg: 8.5/10)
- **Customization :** 8.6/10 (Category avg: 8.5/10)
- **Co-Browsing:** 6.4/10 (Category avg: 8.1/10)


**Seller Details:**

- **Seller:** [Missive](https://www.g2.com/sellers/missive)
- **Company Website:** https://missiveapp.com
- **Year Founded:** 2015
- **HQ Location:** Quebec, QC
- **Twitter:** @missiveapp (2,673 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/missive-app/ (15 employees on LinkedIn®)

**Reviewer Demographics:**
  - **Who Uses This:** CEO, Owner
  - **Top Industries:** Accounting, Marketing and Advertising
  - **Company Size:** 89% Small-Business, 11% Mid-Market


#### Pros & Cons

**Pros:**

- Team Collaboration (356 reviews)
- Communication (319 reviews)
- Ease of Use (282 reviews)
- Features (227 reviews)
- Communication Ease (170 reviews)

**Cons:**

- Missing Features (125 reviews)
- Learning Curve (100 reviews)
- Search Functionality (95 reviews)
- Search Difficulty (77 reviews)
- Steep Learning Curve (67 reviews)

### 9. [WhatsApp Business Platform](https://www.g2.com/products/whatsapp-business-platform/reviews)
  The WhatsApp Business Platform (API) is a powerful tool that enables businesses to connect with their customers on a personal level, at scale. With over 2 billion monthly active users on WhatsApp, this API provides a unique opportunity for businesses to build meaningful relationships with their audience. Ideal For: - Businesses seeking to send marketing messages, enhance customer engagement through transactional messages, authentication messages and support messages - Enterprises looking to automate routine communication tasks - Marketers aiming to leverage WhatsApp's vast user base for targeted campaigns Benefits: - Improved Customer Experience: Provide instant support and personalized interactions - Increased Efficiency: Automate routine tasks, freeing up resources for more strategic initiatives - Enhanced Data Insights: Gain valuable insights into customer behavior Key Features: - Scalable Messaging: Send and receive messages programmatically - Multimedia Support: Share text, images, documents, and links - Personalized Interactions: Use customer data to create tailored experiences - Omnichannel Support: Integrate WhatsApp with existing channels - Robust Analytics: Track key metrics to optimize campaigns - High Uptime and Security: Enjoy 99.9% uptime and SOC2 and ISO 27001 certifications


  **Average Rating:** 4.6/5.0
  **Total Reviews:** 218

**User Satisfaction Scores:**

- **Has the product been a good partner in doing business?:** 8.9/10 (Category avg: 9.1/10)
- **Lead Development:** 8.6/10 (Category avg: 8.5/10)
- **Customization :** 8.5/10 (Category avg: 8.5/10)
- **Co-Browsing:** 8.0/10 (Category avg: 8.1/10)


**Seller Details:**

- **Seller:** [Meta Platforms, Inc](https://www.g2.com/sellers/meta-platforms-inc)
- **Company Website:** https://about.meta.com/
- **Year Founded:** 2008
- **HQ Location:** Menlo Park, CA
- **Twitter:** @Meta (9,930,056 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/meta/ (150,070 employees on LinkedIn®)

**Reviewer Demographics:**
  - **Top Industries:** Information Technology and Services, Computer Software
  - **Company Size:** 64% Small-Business, 25% Mid-Market


#### Pros & Cons

**Pros:**

- Ease of Use (89 reviews)
- Features (45 reviews)
- Automation (44 reviews)
- Automation Features (40 reviews)
- Easy Communication (36 reviews)

**Cons:**

- Limitations (32 reviews)
- Messaging Issues (28 reviews)
- Expensive (21 reviews)
- Expensive Subscriptions (14 reviews)
- Lack of Integrations (13 reviews)

### 10. [Customers.ai](https://www.g2.com/products/customers-ai/reviews)
  Customers.ai is a powerful ecommerce solution that helps you identify your website visitors and reconnect with them through email and ads. It turns anonymous visitors into real leads by capturing and enriching their identity data and restoring lost Facebook ad audiences. Customers.ai helps you engage your website visitors by tracking the customer journey, segmenting high-intent audiences, and ensuring emails reach the right people with the right message. Plus, it works seamlessly with popular tools like Klaviyo, SendGrid, Salesforce, and HighLevel. Trusted by over 100,000 businesses worldwide, including ecommerce and DTC brands, Customers.ai is helping marketers connect with their audience and drive results.


  **Average Rating:** 4.8/5.0
  **Total Reviews:** 417

**User Satisfaction Scores:**

- **Has the product been a good partner in doing business?:** 9.6/10 (Category avg: 9.1/10)
- **Lead Development:** 9.6/10 (Category avg: 8.5/10)
- **Customization :** 9.8/10 (Category avg: 8.5/10)
- **Co-Browsing:** 9.7/10 (Category avg: 8.1/10)


**Seller Details:**

- **Seller:** [Customers.ai ](https://www.g2.com/sellers/customers-ai)
- **Year Founded:** 2018
- **HQ Location:** Boston, Massachusetts
- **Twitter:** @CustomersAI (6,128 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/17975060/ (39 employees on LinkedIn®)

**Reviewer Demographics:**
  - **Who Uses This:** Founder, Owner
  - **Top Industries:** Marketing and Advertising, Information Technology and Services
  - **Company Size:** 79% Small-Business, 17% Mid-Market


#### Pros & Cons

**Pros:**

- Features (98 reviews)
- Helpful (88 reviews)
- Ease of Use (82 reviews)
- Lead Generation (73 reviews)
- Customer Support (66 reviews)

**Cons:**

- Learning Curve (12 reviews)
- Learning Difficulty (10 reviews)
- Poor Customer Support (10 reviews)
- Steep Learning Curve (9 reviews)
- Cost (8 reviews)

### 11. [Crisp](https://www.g2.com/products/crisp/reviews)
  Crisp is the ultimate all-in-one AI-powered multichannel customer support platform that helps businesses connect instantly with their customers or leads waiting for support. With its quickly evolving set of tools, Crisp is leading companies through the AI-driven revolution by using conversations to unlock hypergrowth. Customers use Crisp to provide a modern customer lifecycle experience for potential customers, generate more qualified leads, automate customer help, and improve customer satisfaction score, transforming customer support into a new revenue channel. Get started for free today and join 700 000 businesses using Crisp at crisp.chat With an easy UX, companies can leverage a modern customer support platform. Crisp is your one-stop for managing your multichannel customer support strategy. While using Crisp, you'll access the following: - Multichannel shared inbox to centralize all inbound messages coming from Emails, WhatsApp Business, Instagram, phone calls, and more. - Website AI chat widget to support customers from your website - AI features for customer support teams to unlock incredible productivity gains - AI Chatbot software for customer service trained upon many different sources to automatically resolve tickets and drain support queue - Knowledge base software to make your customers more autonomous, increase search engine visibility and drive better answer for your AI-powered messages. - Native Mobile Chat support SDKs for Android, React Native & iOS to embed native support chat experiences right in your mobile apps. - Support CRM software to get to get to know who you're dealing with - Customer support analytics software to measure customer support ROI, build custom dashboards and track customer support teams' CSAT. - Live Translate (Talk like a native in your customers' language) - MagicType (See what your customers are typing in real-time) - Screen Sharing (With no additional plugin needed) - Multiple integrations (Slack, Stripe, Linear, WordPress, Shopify, WooCommerce, Adobe Commerce, Zapier, n8n, Make, Hubspot, Salesforce, Jira, Trello, ...)


  **Average Rating:** 4.5/5.0
  **Total Reviews:** 192

**User Satisfaction Scores:**

- **Has the product been a good partner in doing business?:** 8.9/10 (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:** 8.7/10 (Category avg: 8.1/10)


**Seller Details:**

- **Seller:** [Crisp IM SARL](https://www.g2.com/sellers/crisp-im-sarl)
- **Year Founded:** 2015
- **HQ Location:** Nantes, FR
- **LinkedIn® Page:** https://www.linkedin.com/company/crisp-im/ (20 employees on LinkedIn®)

**Reviewer Demographics:**
  - **Who Uses This:** CEO, Founder
  - **Top Industries:** Computer Software, Information Technology and Services
  - **Company Size:** 85% Small-Business, 12% Mid-Market


#### Pros & Cons

**Pros:**

- Customer Support (32 reviews)
- Helpful (30 reviews)
- Features (28 reviews)
- Ease of Use (23 reviews)
- Intuitive (19 reviews)

**Cons:**

- Missing Features (12 reviews)
- Limited Features (7 reviews)
- Poor Customer Support (7 reviews)
- Expensive (5 reviews)
- Lack of Features (5 reviews)

### 12. [Helpshift](https://www.g2.com/products/helpshift/reviews)
  Helpshift is an AI-Native Player Engagement Platform designed to maximize Player Lifetime Value (LTV). We orchestrate and enable player engagement by uniquely integrating three foundational pillars: Technology enhances experience, native in-game; AI creates scale; and Human experts deliver strategic value. Trusted by the world’s leading gaming studios, Helpshift transforms player conversations into measurable business outcomes across four critical solutions: Support, Engagement, Trust & Safety, and Community. By bridging the gap between efficiency and empathy, our platform enables studios to reduce operational costs, increase player satisfaction, protect brand reputation, and foster stronger community health - ensuring that every conversation, whether automated or human-assisted, contributes to long-term retention.


  **Average Rating:** 4.3/5.0
  **Total Reviews:** 338

**User Satisfaction Scores:**

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


**Seller Details:**

- **Seller:** [Keywords Studios](https://www.g2.com/sellers/keywords-studios)
- **Company Website:** https://www.keywordsstudios.com
- **Year Founded:** 1998
- **HQ Location:** Dublin, County Dublin, Ireland
- **Twitter:** @KeywordsStudios (5,018 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/keywordsstudios (11,564 employees on LinkedIn®)

**Reviewer Demographics:**
  - **Who Uses This:** Customer Service Representative, Customer Support
  - **Top Industries:** Computer Games, Entertainment
  - **Company Size:** 62% Mid-Market, 22% Small-Business


#### Pros & Cons

**Pros:**

- Ease of Use (3 reviews)
- Features (3 reviews)
- Case Management (2 reviews)
- Efficiency (2 reviews)
- Navigation Ease (2 reviews)

**Cons:**

- Connection Issues (2 reviews)
- Software Unresponsiveness (2 reviews)
- Difficult Navigation (1 reviews)
- Downtime (1 reviews)
- Lack of Detail (1 reviews)

### 13. [Appy Pie](https://www.g2.com/products/appy-pie/reviews)
  Appy Pie is a type of no-code AI app and website building software that helps users create, customize, and manage mobile applications and websites through prompt-based generation and visual editing tools. The platform is used by small businesses, entrepreneurs, educators, and teams that need to develop digital products without relying on traditional software development workflows. Appy Pie supports use cases such as building business apps, launching marketing websites, creating customer engagement tools, and developing internal mobile solutions. With the AI App Builder, users can begin by describing the type of app they want to create, including layout, design, and core functionality. The system generates an initial structure that can be refined over time. Appy Pie also includes an AI Website Builder that applies a similar approach to creating responsive websites based on user requirements. In addition to prompt-based creation, Appy Pie provides selection-based editing, where users can click on individual elements—such as text, buttons, images, or sections—and update them through targeted prompts. Visual drag-and-drop editing is also available for manual adjustments, allowing users to combine AI-assisted changes with direct design control. Key features and capabilities include: Prompt-based generation for initial app and website layouts Selection-based editing for updating specific elements without changing the full design Visual editing tools for manual customization and layout adjustments Support for building mobile apps and responsive websites in a no-code environment A hybrid workflow that enables ongoing refinement through both AI and interactive editing Appy Pie provides a structured way for users to build and evolve apps and websites while maintaining consistency across design and functionality.


  **Average Rating:** 4.7/5.0
  **Total Reviews:** 1,308

**User Satisfaction Scores:**

- **Has the product been a good partner in doing business?:** 9.2/10 (Category avg: 9.1/10)
- **Lead Development:** 8.6/10 (Category avg: 8.5/10)
- **Customization :** 8.8/10 (Category avg: 8.5/10)
- **Co-Browsing:** 9.0/10 (Category avg: 8.1/10)


**Seller Details:**

- **Seller:** [Appy Pie LLP](https://www.g2.com/sellers/appy-pie-llp)
- **Year Founded:** 2016
- **HQ Location:** Delhi
- **Twitter:** @AppyPieInc (17,189 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/2759360/ (217 employees on LinkedIn®)

**Reviewer Demographics:**
  - **Who Uses This:** CEO, Owner
  - **Top Industries:** Health, Wellness and Fitness, Education Management
  - **Company Size:** 87% Small-Business, 10% Mid-Market


#### Pros & Cons

**Pros:**

- Customer Support (57 reviews)
- Ease of Use (42 reviews)
- Helpful (39 reviews)
- Easy Setup (18 reviews)
- Simple (18 reviews)

**Cons:**

- Poor Customer Support (13 reviews)
- Expensive (10 reviews)
- Cost (8 reviews)
- Pricing Issues (8 reviews)
- Limited Features (7 reviews)

### 14. [TeamSupport](https://www.g2.com/products/teamsupport/reviews)
  TeamSupport takes you beyond the ticket to deliver the answers your customer, your team, and your business need. More than a ticket management tool, TeamSupport is a purpose-built AI customer success platform for growing B2B SaaS companies, where onboarding, support, and ongoing innovation are the keys to acquiring, growing, and retaining customer relationships. We focus on the actual use of your SaaS product — listening to the signals embedded in every onboarding call, every first-time question about a feature, and every persistent bug report. Those moments aren’t just support interactions; they’re a goldmine of product and customer insight. We ensure your customers are trained, guided through adoption, supported to get maximum value, and encouraged to expand their use. With our account-level insights and B2B-focused AI agent you can make better decisions, protect your customer base, and keep growing.


  **Average Rating:** 4.4/5.0
  **Total Reviews:** 877

**User Satisfaction Scores:**

- **Has the product been a good partner in doing business?:** 9.2/10 (Category avg: 9.1/10)
- **Lead Development:** 8.3/10 (Category avg: 8.5/10)
- **Customization :** 8.4/10 (Category avg: 8.5/10)
- **Co-Browsing:** 8.3/10 (Category avg: 8.1/10)


**Seller Details:**

- **Seller:** [TeamSupport](https://www.g2.com/sellers/teamsupport)
- **Company Website:** https://www.teamsupport.com/
- **Year Founded:** 2008
- **HQ Location:** Dallas, TX
- **Twitter:** @TeamSupport (13,539 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/teamsupport-com/ (61 employees on LinkedIn®)

**Reviewer Demographics:**
  - **Who Uses This:** Software Engineer, Software Developer
  - **Top Industries:** Computer Software, Information Technology and Services
  - **Company Size:** 44% Mid-Market, 39% Small-Business


#### Pros & Cons

**Pros:**

- Features (14 reviews)
- Ease of Use (13 reviews)
- Helpful (13 reviews)
- Customer Support (9 reviews)
- Simple (8 reviews)

**Cons:**

- Learning Curve (4 reviews)
- Slow Loading (4 reviews)
- Slow Performance (4 reviews)
- Inadequate Search Functionality (3 reviews)
- Integration Issues (3 reviews)

### 15. [Sprinklr Service](https://www.g2.com/products/sprinklr-service/reviews)
  Sprinklr Service is a cloud-native unified customer service platform powered by AI that enables seamless customer & agent experience across 30+ digital, social and voice channels, and delivers real-time actionable & scalable insights – eliminating the need for any other point solution. - Enables customers to interact with your brand on their preferred channel for consistent brand experience leading to customer delight. - Empowers agents with unified/360 customer view and recommends the most relevant responses with the power of AI to improve agent productivity and experience. - Provides meaningful and actionable insights to supervisors to drive growth and operational excellence - Helps leaders uncover opportunities for growth, transformation and innovation through real- time contact center insights scalable across the enterprise.


  **Average Rating:** 4.3/5.0
  **Total Reviews:** 662

**User Satisfaction Scores:**

- **Has the product been a good partner in doing business?:** 8.6/10 (Category avg: 9.1/10)
- **Lead Development:** 7.9/10 (Category avg: 8.5/10)
- **Customization :** 7.8/10 (Category avg: 8.5/10)
- **Co-Browsing:** 7.3/10 (Category avg: 8.1/10)


**Seller Details:**

- **Seller:** [Sprinklr](https://www.g2.com/sellers/sprinklr)
- **Company Website:** https://www.sprinklr.com
- **Year Founded:** 2009
- **HQ Location:** New York
- **Twitter:** @Sprinklr (38,117 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/399351/ (4,349 employees on LinkedIn®)

**Reviewer Demographics:**
  - **Who Uses This:** Social Media Manager, Social Media Specialist
  - **Top Industries:** Consumer Services, Marketing and Advertising
  - **Company Size:** 41% Enterprise, 30% Mid-Market


#### Pros & Cons

**Pros:**

- Ease of Use (81 reviews)
- Features (64 reviews)
- Helpful (52 reviews)
- Efficiency (47 reviews)
- Customer Support (37 reviews)

**Cons:**

- Complexity (29 reviews)
- Learning Curve (27 reviews)
- Missing Features (26 reviews)
- Slow Loading (23 reviews)
- Steep Learning Curve (21 reviews)

### 16. [Glassix](https://www.g2.com/products/glassix/reviews)
  Glassix’s on a mission to broaden access to Conversational AI and Omnichannel Customer Communication, empowering businesses to unlock their untapped potential and achieve unmatched scalability.
 With its AI Omnichannel capabilities, Glassix reshapes customer journeys. We transcend temporal boundaries, meeting customer needs at every touchpoint, even during dormant hours. Trusted by Nike, Avis, Nintendo, Domino's, and Dyson, Glassix propels missions forward with its transformative technology. With Glassix, managing your customer interactions has never been easier. Our unified inbox eliminates the need for multiple tools, streamlining workflow management and reducing expenses. From AI-powered chatbots to personalized greetings, keep your customers engaged in one place. Glassix is the AI-powered unified messaging platform that keeps your customer conversations connected across any digital channel - Instant messaging apps and SMS text, email conversations, live chat on your website or app, and social media messages. The secure platform offers a robust feature-set delivered as a subscription service complete with visual no/low code chatbot tools that require no technical knowledge to get started. Customers can hit the ground running with conversational AI capabilities powered by GPT-4, or leverage the Glassix API to build out highly customized experiences. Working together with a global network of integration partners, Glassix serves a growing customer base of established brands, high growth ventures, and small businesses alike. Experience the power of Glassix as it refines interactions, allowing you to deliver exceptional customer experiences. Say goodbye to manual tasks and reclaim your valuable time. With our automation capabilities, conversations flow effortlessly, leaving your customers in awe.


  **Average Rating:** 4.8/5.0
  **Total Reviews:** 197

**User Satisfaction Scores:**

- **Has the product been a good partner in doing business?:** 9.8/10 (Category avg: 9.1/10)
- **Lead Development:** 9.6/10 (Category avg: 8.5/10)
- **Customization :** 9.0/10 (Category avg: 8.5/10)
- **Co-Browsing:** 9.3/10 (Category avg: 8.1/10)


**Seller Details:**

- **Seller:** [Glassix](https://www.g2.com/sellers/glassix)
- **Year Founded:** 2015
- **HQ Location:** Tel Aviv, Israel
- **LinkedIn® Page:** https://www.linkedin.com/company/glassix/ (24 employees on LinkedIn®)

**Reviewer Demographics:**
  - **Top Industries:** Information Technology and Services, Real Estate
  - **Company Size:** 67% Small-Business, 30% Mid-Market


#### Pros & Cons

**Pros:**

- Ease of Understanding (1 reviews)
- Ease of Use (1 reviews)
- Intuitive (1 reviews)
- Simple (1 reviews)
- Simple Use (1 reviews)

**Cons:**

- Lack of Integrations (1 reviews)
- Limited Features (1 reviews)
- Missing Features (1 reviews)

### 17. [Swell](https://www.g2.com/products/socialswell-inc-swell/reviews)
  Swell automatically gathers private and public feedback from patients and employees. With better feedback, practices can boost their online reputations, enhance the patient experience, and improve employee satisfaction.


  **Average Rating:** 4.5/5.0
  **Total Reviews:** 341

**User Satisfaction Scores:**

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


**Seller Details:**

- **Seller:** [SocialSwell](https://www.g2.com/sellers/socialswell)
- **Year Founded:** 2016
- **HQ Location:** Salt Lake City, Utah
- **Twitter:** @Swell_Reviews (2 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/17937029/ (40 employees on LinkedIn®)

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


### 18. [LiveHelpNow](https://www.g2.com/products/livehelpnow/reviews)
  LiveHelpNow is an AI-powered customer engagement platform that helps businesses manage conversations across live chat, SMS, and messaging channels from a single interface. It combines real-time chat, automation, and intelligent routing to improve response times and streamline support operations. Teams can use AI assistants, canned responses, and customizable workflows to handle high volumes of inquiries efficiently while maintaining a personalized experience. Proactive chat tools help capture and convert website visitors, while reporting and analytics provide insight into performance and customer behavior. LiveHelpNow integrates with existing systems to keep data connected and is designed to scale with growing teams looking to enhance both customer support and sales engagement.


  **Average Rating:** 4.3/5.0
  **Total Reviews:** 155

**User Satisfaction Scores:**

- **Has the product been a good partner in doing business?:** 9.1/10 (Category avg: 9.1/10)
- **Lead Development:** 8.2/10 (Category avg: 8.5/10)
- **Customization :** 8.4/10 (Category avg: 8.5/10)
- **Co-Browsing:** 8.8/10 (Category avg: 8.1/10)


**Seller Details:**

- **Seller:** [LiveHelpNow](https://www.g2.com/sellers/livehelpnow)
- **Year Founded:** 2003
- **HQ Location:** Willow Grove, PA
- **Twitter:** @LiveHelpNow (3,751 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/903832/ (15 employees on LinkedIn®)

**Reviewer Demographics:**
  - **Top Industries:** Information Technology and Services, Retail
  - **Company Size:** 48% Small-Business, 35% Mid-Market


#### Pros & Cons

**Pros:**

- AI Technology (1 reviews)
- Automation (1 reviews)
- Chat Features (1 reviews)
- Customer Support (1 reviews)
- Ease of Use (1 reviews)

**Cons:**

- Admin Control Issues (1 reviews)
- Interface Issues (1 reviews)
- Lack of Features (1 reviews)
- Learning Curve (1 reviews)
- Limitations (1 reviews)

### 19. [SendPulse](https://www.g2.com/products/sendpulse/reviews)
  SendPulse is an all-in-one marketing automation platform designed to help you streamline your sales and marketing efforts from start to finish and scale your business. SendPulse features include: - bulk email and SMS service; - sales pipeline automation; - transactional emails; - Facebook Messenger, Instagram, Telegram, and WhatsApp chatbot builder; - web push notification service; - website builder; - live chat builder; - CRM system; - online course builder and LMS. No matter which SendPulse service you choose to work with, it will feature our platform's core components: intuitive, no-code interface; user-friendly drag-and-drop builder with extensive customization options; seamless integration of individual services within the platform; and advanced marketing and sales automation capabilities. You can seamlessly combine all services into a unified system to create automated sales pipelines. SendPulse’s online course builder integrates various marketing and sales automation tools, allowing you to effortlessly engage new students, nurture relationships with your existing audience, and effectively monetize your expertise. SendPulse is always available on your smartphone, enabling you to launch marketing campaigns, interact with your chatbot subscribers, and manage your audience from anywhere. Online courses created with SendPulse's course builder are also accessible on mobile devices. Education by SendPulse is a user-friendly app that allows students to create and edit their profiles, enroll in courses, track their learning progress, and communicate with instructors. You only need a smartphone or tablet to register, create a student account, and successfully start and complete your training. SendPulse offers a wide range of comprehensive, seamlessly integrated marketing solutions. Our core objective is to optimize marketers’ and business owners’ workflows and empower them to drive company growth through more efficient sales and marketing processes. With SendPulse, you can efficiently: - Build and segment your audience. - Manage all your sales and marketing activities from a single platform. - Track and analyze the effectiveness of your deals. - Make data-driven decisions based on actionable insights. - Boost your sales through personalized messaging tailored to subscribers across every stage of your sales funnel. SendPulse offers unlimited email campaigns, 24/7 live support, exceptional deliverability, and detailed reporting on every pricing plan. Our free plan includes 15,000 emails per month, while paid subscriptions start at just $9.85 per month.


  **Average Rating:** 4.6/5.0
  **Total Reviews:** 681

**User Satisfaction Scores:**

- **Has the product been a good partner in doing business?:** 9.0/10 (Category avg: 9.1/10)
- **Lead Development:** 8.8/10 (Category avg: 8.5/10)
- **Customization :** 8.6/10 (Category avg: 8.5/10)
- **Co-Browsing:** 8.2/10 (Category avg: 8.1/10)


**Seller Details:**

- **Seller:** [SendPulse](https://www.g2.com/sellers/sendpulse)
- **Year Founded:** 2015
- **HQ Location:** New York
- **Twitter:** @SendPulseCom (2,088 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/9359878/ (188 employees on LinkedIn®)

**Reviewer Demographics:**
  - **Who Uses This:** CEO, Founder
  - **Top Industries:** Marketing and Advertising, Information Technology and Services
  - **Company Size:** 90% Small-Business, 9% Mid-Market


#### Pros & Cons

**Pros:**

- Ease of Use (61 reviews)
- Automation (41 reviews)
- Easy Setup (34 reviews)
- Customer Support (33 reviews)
- Features (33 reviews)

**Cons:**

- Missing Features (26 reviews)
- Limited Features (18 reviews)
- Learning Curve (17 reviews)
- Limited Options (17 reviews)
- Expensive (16 reviews)

### 20. [Jotform AI Agents](https://www.g2.com/products/jotform-ai-agents/reviews)
  Jotform AI Agents are automated real-time assistants designed to help your users at any time of day or night. AI Agents are the future of customer service. Train and customize your own personal AI Agent to enhance user engagement, improve response times, and streamline support operations. With Jotform’s intuitive, no-code AI builder, you can easily train and customize your own AI Agent to match your brand voice, support workflows, and respond with the exact information your users need. Simply provide key details, documents, FAQs, or form data, and your AI Agent will learn from this context to deliver accurate, personalized interactions. This level of customization helps teams improve response times, boost user satisfaction, and streamline support operations across every stage of the customer journey. One of the platform’s most powerful advantages is its extensive library of 7,000+ customizable AI Agent templates. These ready-made templates provide an easy starting point for a wide variety of use cases, including customer support, onboarding, lead qualification, appointment scheduling, product education, internal training, and more. Each template can be fully personalized with your own instructions, tone, workflows, and industry-specific knowledge—allowing you to deploy high-performing AI Agents in minutes. Jotform AI Agents provide 24/7 automated assistance, ensuring your customers receive instant support even outside of business hours. While you sleep, your AI Agents continue working—handling inquiries, resolving issues, collecting information, and providing accurate responses around the clock. This continuous availability reduces wait times, increases engagement, and helps teams keep up with growing demand. With multichannel support, Jotform AI Agents can operate wherever your users are. Deploy your agents across web, chat widgets, email, phone, WhatsApp, Messenger, Gmail, WordPress, and other communication channels for a unified, consistent support experience. This omnichannel flexibility ensures that your users always receive real-time assistance—no matter the device or platform. For teams requiring voice-based interactions, Jotform offers powerful phone and SMS capabilities. AI Agents can handle incoming calls, conduct natural voice conversations, answer questions, and transcribe spoken messages—all with a friendly, human-like tone. This makes Jotform AI Agents ideal for customer service hotlines, appointment reminders, phone-based support, and automated phone menus. AI Agents can also perform customizable actions based on your workflows. Define specific behaviors, triggers, follow-up steps, or automated tasks for your agent to execute. Whether you want it to qualify leads, send emails, update CRM records, route inquiries, generate reports, or collect data through forms, your AI Agent follows your rules precisely. By combining real-time automation, no-code customization, multichannel support, and intelligent communication, Jotform AI Agents help organizations scale their customer experience effortlessly. Whether you’re a small business or a global enterprise, AI Agents provide the speed, accuracy, and availability needed to support users at every moment.


  **Average Rating:** 4.5/5.0
  **Total Reviews:** 573

**User Satisfaction Scores:**

- **Has the product been a good partner in doing business?:** 8.7/10 (Category avg: 9.1/10)
- **Lead Development:** 7.8/10 (Category avg: 8.5/10)
- **Customization :** 8.7/10 (Category avg: 8.5/10)
- **Co-Browsing:** 6.2/10 (Category avg: 8.1/10)


**Seller Details:**

- **Seller:** [Jotform](https://www.g2.com/sellers/jotform)
- **Company Website:** https://www.jotform.com/
- **Year Founded:** 2006
- **HQ Location:** San Francisco, California
- **Twitter:** @Jotform (39,399 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/3541463/ (900 employees on LinkedIn®)

**Reviewer Demographics:**
  - **Who Uses This:** Owner, CEO
  - **Top Industries:** Information Technology and Services, Computer Software
  - **Company Size:** 70% Small-Business, 12% Mid-Market


#### Pros & Cons

**Pros:**

- Ease of Use (266 reviews)
- Easy Setup (173 reviews)
- Artificial Intelligence (163 reviews)
- Helpful (157 reviews)
- Setup Ease (152 reviews)

**Cons:**

- AI Limitations (121 reviews)
- Limited AI Capabilities (74 reviews)
- Limited Features (66 reviews)
- Inadequate AI Features (65 reviews)
- Poor Understanding (60 reviews)

### 21. [Trengo](https://www.g2.com/products/trengo/reviews)
  At Trengo we’re dedicated to customer delight. We believe that turning conversations into relationships is a competitive edge. And unlocking more moments of genuine delight in every interaction will fuel that growth. Customer Delight. Always. Wins. Let's meet: https://trengo.com/getdemo


  **Average Rating:** 4.3/5.0
  **Total Reviews:** 244

**User Satisfaction Scores:**

- **Has the product been a good partner in doing business?:** 8.8/10 (Category avg: 9.1/10)
- **Lead Development:** 7.5/10 (Category avg: 8.5/10)
- **Customization :** 7.7/10 (Category avg: 8.5/10)
- **Co-Browsing:** 7.4/10 (Category avg: 8.1/10)


**Seller Details:**

- **Seller:** [Trengo](https://www.g2.com/sellers/trengo)
- **Year Founded:** 2017
- **HQ Location:** Utrecht, Utrecht, Netherlands
- **Twitter:** @TrengoHQ (284 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/trengo/about/ (97 employees on LinkedIn®)

**Reviewer Demographics:**
  - **Top Industries:** Leisure, Travel & Tourism, Apparel & Fashion
  - **Company Size:** 73% Small-Business, 26% Mid-Market


#### Pros & Cons

**Pros:**

- Ease of Use (72 reviews)
- Helpful (59 reviews)
- Customer Support (45 reviews)
- Features (41 reviews)
- Communication (39 reviews)

**Cons:**

- Missing Features (39 reviews)
- Limited Features (25 reviews)
- Messaging Issues (23 reviews)
- Chat Functionality (17 reviews)
- Bug Issues (13 reviews)

### 22. [ServiceNow Customer Service Management](https://www.g2.com/products/servicenow-customer-service-management/reviews)
  ServiceNow's Customer Service Management (CSM) transforms customer service experiences with AI-powered workflows and AI agents that help you accelerate customer self-service, boost agent productivity, and speed up resolution time. With CSM, your organization can: - Deflect calls and increase satisfaction by enabling customers to self-serve answers and actions via an AI-powered conversational chat. - Increase capacity to handle more cases, extend business hours, and manage routine tasks with AI agents. - Save agents time with AI-generated case histories, case summaries, and suggested resolutions. - Integrate with top CCaaS solutions to unify routing, centralize call and work management, and boost agent efficiency on one AI-powered workspace. - Resolve issues quickly and consistently by automating tasks, uncovering bottlenecks, and improving processes. - Get up and running quickly and maintain a low TCO with continuous innovation in one extensible AI platform. Harness the power of AI, data and workflows to delight customers and deliver on what they want quickly, drive unprecedented agent productivity, and foster a whole new level of customer loyalty.


  **Average Rating:** 4.4/5.0
  **Total Reviews:** 270

**User Satisfaction Scores:**

- **Has the product been a good partner in doing business?:** 8.6/10 (Category avg: 9.1/10)
- **Lead Development:** 8.3/10 (Category avg: 8.5/10)
- **Customization :** 8.2/10 (Category avg: 8.5/10)
- **Co-Browsing:** 8.1/10 (Category avg: 8.1/10)


**Seller Details:**

- **Seller:** [ServiceNow](https://www.g2.com/sellers/servicenow)
- **Company Website:** https://www.servicenow.com/
- **Year Founded:** 2004
- **HQ Location:** Santa Clara, CA
- **Twitter:** @servicenow (54,215 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/29352/ (32,701 employees on LinkedIn®)

**Reviewer Demographics:**
  - **Top Industries:** Information Technology and Services, Telecommunications
  - **Company Size:** 54% Enterprise, 30% Mid-Market


#### Pros & Cons

**Pros:**

- Ease of Use (34 reviews)
- Features (26 reviews)
- Efficiency (21 reviews)
- Case Management (20 reviews)
- Automation (18 reviews)

**Cons:**

- Learning Curve (18 reviews)
- Steep Learning Curve (15 reviews)
- Limited Customization (13 reviews)
- Complexity (12 reviews)
- Improvements Needed (9 reviews)

### 23. [HappyFox Chat](https://www.g2.com/products/happyfox-chat/reviews)
  HappyFox Live Chat is designed to deliver real-time support, enhancing customer interactions and satisfaction. The solution features an intuitive and customizable chat widget that allows businesses to engage with customers instantly, deflect common queries, and reduce the number of support tickets generated. This capability helps streamline support operations, allowing teams to focus on more complex issues while providing customers with quick and effective resolutions. Trusted by over 12,000 companies in 70+ countries, HappyFox Live Chat serves a wide range of industries, including e-commerce, IT, retail, media, and more. The platform’s flexibility and scalability make it an ideal choice for businesses of all sizes looking to improve their customer support experience. By integrating seamlessly with existing help desk systems, HappyFox Live Chat ensures that support teams can efficiently manage customer inquiries, leading to higher satisfaction rates and more efficient workflows. Additionally, HappyFox Live Chat offers valuable features such as visitor tracking, chat routing, multi-language support, and robust analytics. These tools empower businesses to gain deeper insights into customer behavior, track agent performance, and continuously optimize their support strategies. With the ability to tailor the chat experience to match your brand, HappyFox Live Chat is a comprehensive solution for businesses aiming to provide exceptional customer service.


  **Average Rating:** 4.4/5.0
  **Total Reviews:** 101

**User Satisfaction Scores:**

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


**Seller Details:**

- **Seller:** [HappyFox Inc.](https://www.g2.com/sellers/happyfox-inc)
- **Year Founded:** 2011
- **HQ Location:** Irvine, California
- **Twitter:** @HappyFoxApp (2,478 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/3190470/ (149 employees on LinkedIn®)
- **Phone:** +1 (949) 535-2220

**Reviewer Demographics:**
  - **Top Industries:** Internet, Marketing and Advertising
  - **Company Size:** 72% Small-Business, 26% Mid-Market


### 24. [Textline](https://www.g2.com/products/textline/reviews)
  Textline is a feature-rich and secure business texting platform. It empowers support, sales, marketing, and operations teams to communicate better and at scale. Connect with customers, leads, patients, or employees using Textline to build better relationships, deliver top-notch customer service, or close more deals. With features like a shared SMS inbox, two-way texting, HIPAA-compliant SMS, live web chat, automations, and more, Textline helps thousands of companies, including 1-800-GOT-JUNK?, Tuft & Needle, and Lyft, improve and streamline business conversations. Try Textline free for 14 days today and start customizing your customer outreach and automating your communication workflows.


  **Average Rating:** 4.7/5.0
  **Total Reviews:** 375

**User Satisfaction Scores:**

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


**Seller Details:**

- **Seller:** [Textline](https://www.g2.com/sellers/textline)
- **Company Website:** https://textline.com/
- **Year Founded:** 2015
- **HQ Location:**  Los Angeles, CA
- **Twitter:** @textline (280 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/7583438/ (62 employees on LinkedIn®)

**Reviewer Demographics:**
  - **Who Uses This:** CEO, Operations Manager
  - **Top Industries:** Health, Wellness and Fitness, Hospital & Health Care
  - **Company Size:** 68% Small-Business, 27% Mid-Market


#### Pros & Cons

**Pros:**

- Ease of Use (141 reviews)
- Customer Support (127 reviews)
- Helpful (125 reviews)
- Communication (85 reviews)
- Features (79 reviews)

**Cons:**

- Missing Features (37 reviews)
- Messaging Issues (31 reviews)
- Notification Issues (26 reviews)
- Limited Features (19 reviews)
- SMS Issues (19 reviews)

### 25. [DevRev](https://www.g2.com/products/devrev-devrev/reviews)
  Computer is an AI teammate, by DevRev, that unifies your knowledge, automates work, and delivers Team Intelligence across every workflow. Unlike other AI tools, Computer connects structured data (CRM records, tickets, log data) and unstructured data (documents, emails, chats) into a single AI-ready source of truth: Computer Memory. This is achieved with our patented two-way sync engine, Computer AirSync. Computer doesn’t just find information. It takes action in your systems, automates workflows, and generates insights grounded in your complete business context. From automated ticket resolution to complex business analysis, Computer works alongside your teams through purpose-built apps and custom AI agents. Above all else, Computer brings people back together. By breaking down silos and connecting people, it ushers in the future of AI-human collaboration. We call this Team Intelligence. It’s time to stop juggling scattered tools and start focusing on what matters.


  **Average Rating:** 4.4/5.0
  **Total Reviews:** 192

**User Satisfaction Scores:**

- **Has the product been a good partner in doing business?:** 9.2/10 (Category avg: 9.1/10)
- **Lead Development:** 6.9/10 (Category avg: 8.5/10)
- **Customization :** 7.7/10 (Category avg: 8.5/10)
- **Co-Browsing:** 7.4/10 (Category avg: 8.1/10)


**Seller Details:**

- **Seller:** [DevRev](https://www.g2.com/sellers/devrev)
- **Company Website:** https://devrev.ai/
- **Year Founded:** 2020
- **HQ Location:** Palo Alto, CA
- **Twitter:** @devrev (3,252 Twitter followers)
- **LinkedIn® Page:** https://www.linkedin.com/company/devrev/ (889 employees on LinkedIn®)

**Reviewer Demographics:**
  - **Who Uses This:** HR Specialist, Product Manager
  - **Top Industries:** Computer Software, Financial Services
  - **Company Size:** 54% Mid-Market, 33% Small-Business


#### Pros & Cons

**Pros:**

- Ease of Use (54 reviews)
- Efficiency (51 reviews)
- Features (48 reviews)
- Helpful (40 reviews)
- Customer Support (29 reviews)

**Cons:**

- Missing Features (30 reviews)
- Limited Features (21 reviews)
- Lack of Features (19 reviews)
- Learning Curve (18 reviews)
- Not Intuitive (16 reviews)



## Parent Category

[Customer Service Software](https://www.g2.com/categories/customer-service)



## Related Categories

- [Customer Self-Service Software](https://www.g2.com/categories/customer-self-service)
- [Help Desk Software](https://www.g2.com/categories/help-desk)
- [Chatbots Software](https://www.g2.com/categories/chatbots)



---

## Buyer Guide

### 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. 

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.

### 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.