# Best Live Chat Software - Page 22 ## How Many Live Chat Software Products Does G2 Track? **Total Products under this Category:** 463 ### Category Stats (Jul 2026) - **Average Rating:** 4.47/5 The average rating of products in this category, based on all submitted ratings - **Top Trending Product:** Callbell (+2.42%) - Among all products in this category, Callbell recorded the largest rating increase compared to last month _Last updated: July 31, 2026_ ## How Does G2 Rank Live Chat Software Products? **Why You Can Trust G2's Software Rankings:** - 30 Analysts and Data Experts - 100,300+ Authentic Reviews - 463+ Products - Unbiased Rankings G2's software rankings are built on verified user reviews, rigorous moderation, and a consistent research methodology maintained by a team of analysts and data experts. Each product is measured using the same transparent criteria, with no paid placement or vendor influence. While reviews reflect real user experiences, which can be subjective, they offer valuable insight into how software performs in the hands of professionals. Together, these inputs power the G2 Score, a standardized way to compare tools within every category. ## G2 Grid® for Live Chat Software ![G2 Grid® for Live Chat Software plotting products by satisfaction and market presence](https://www.g2.com/categories/live-chat/grids.png?focus%5B%5D=574&focus%5B%5D=5494&focus%5B%5D=90225&focus%5B%5D=3270&focus%5B%5D=2743&focus%5B%5D=10366&focus%5B%5D=1281845&focus%5B%5D=61400) Highlighted products: Zendesk for Customer Service, Agentforce Service (formerly Salesforce Service Cloud), Qualified, Fin, Zoho Desk, Podium, WhatsApp Business Platform, and Tidio. Underlying data: [Grid® JSON](https://www.g2.com/categories/live-chat/grids.json?focus%5B%5D=zendesk-for-customer-service&focus%5B%5D=agentforce-service-formerly-salesforce-service-cloud&focus%5B%5D=qualified&focus%5B%5D=fin&focus%5B%5D=zoho-desk&focus%5B%5D=podium&focus%5B%5D=whatsapp-business-platform&focus%5B%5D=tidio) **Sponsored** ### Zoho Desk Zoho Desk is a web-based help desk software solution designed to assist organizations in providing exceptional customer support experiences. This platform serves as a centralized hub for managing customer interactions across multiple channels, allowing businesses to streamline their support processes and enhance overall customer satisfaction. By focusing on the needs of both customers and support agents, Zoho Desk aims to create a more efficient and effective help desk environment. Targeted primarily at businesses of all sizes, Zoho Desk caters to customer support teams looking to improve their service delivery and operational efficiency. The software is particularly beneficial for organizations that require a robust system to manage inquiries from various communication channels, including email, chat, social media, and phone. With its comprehensive feature set, Zoho Desk is well-suited for industries such as retail, technology, healthcare, and finance, where customer engagement and support are critical to success. One of the standout features of Zoho Desk is its omnichannel support capability, which allows businesses to engage with customers seamlessly across different platforms. This ensures that customers receive consistent and timely responses, regardless of how they choose to reach out. Additionally, the platform enhances agent productivity through automation tools that handle repetitive tasks, enabling support teams to focus on more complex customer issues. The integration of AI capabilities further empowers agents by providing them with insights and suggestions based on historical data and customer interactions. Zoho Desk also offers extensive customization options, allowing organizations to tailor the help desk experience to their specific needs. Users can create custom workflows, set up automated responses, and design personalized dashboards to monitor performance metrics. This level of customization ensures that businesses can adapt the software to fit their unique operational requirements, ultimately leading to improved service delivery and customer satisfaction. Furthermore, Zoho Desk provides real-time performance insights, enabling support managers to track key metrics and make data-driven decisions. The ability to analyze customer interactions and agent performance helps organizations identify areas for improvement and optimize their support strategies. With its cost-effective pricing model, Zoho Desk stands out as a practical solution for businesses seeking to enhance their customer support capabilities without incurring excessive expenses. [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=2026-07-31T22%3A16%3A30Z&secure%5Bdisplayable_resource_id%5D=58&secure%5Bdisplayable_resource_type%5D=Category&secure%5Bmedium%5D=sponsored&secure%5Bplacement_reason%5D=neighbor_category&secure%5Bplacement_resource_ids%5D%5B%5D=58&secure%5Bprioritized%5D=false&secure%5Bproduct_id%5D=2743&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%3D22%26trk%3Dpublic_post_comment-text&secure%5Btoken%5D=9b01e7274a70322f2299828d0e9a6e38f0a89a5de99f5ba822851d2a16d52b1d&secure%5Burl%5D=https%3A%2F%2Fwww.zoho.com%2Fdesk%2F%3Futm_source%3Dg2crowd%26utm_medium%3Dcpc%26utm_campaign%3DReview-Websites&secure%5Burl_type%5D=custom_url) ### [iFlyChat](https://www.g2.com/products/iflychat/reviews) Chat SDK and messaging API platform for mobile and web apps. It solves the in-app messaging need of community apps. **Average Rating:** 5.0/5.0 **Total Reviews:** 1 #### How Do G2 Users Rate iFlyChat? - **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 iFlyChat? - **Seller:** [iFlyLabs](https://www.g2.com/sellers/iflylabs) - **Year Founded:** 2012 - **HQ Location:** Rehoboth Beach, US - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=47e2fd7b677d279ade177d01164a6e998808c46f67c66f87ab4e2379ffa5e8f5&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F2552414&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 iFlyChat? **["Great product that we can easily customize for our needs"](https://www.g2.com/survey_responses/iflychat-review-2193410)** **Rating:** 5.0/5.0 stars _— Matthew R._ [Read full review](https://www.g2.com/survey_responses/iflychat-review-2193410) #### What Are G2 Users Discussing About iFlyChat? - [What is iFlyChat used for?](https://www.g2.com/discussions/what-is-iflychat-used-for) ### [INSIDE by Powerfront](https://www.g2.com/products/inside-by-powerfront/reviews) INSIDE™ by Powerfront is a cutting-edge Agentic AI customer service platform designed to replicate the personalized experience of in-store service in a digital environment. This innovative solution leverages real-time data to successfully address over 90% of customer inquiries autonomously, ensuring that users receive immediate and precise assistance at any time of day. The platform is engineered to facilitate seamless transitions to human agents when necessary, maintaining a high standard of customer service throughout the interaction. Targeted primarily at businesses seeking to enhance their customer engagement strategies, INSIDE™ is particularly beneficial for e-commerce platforms, retail brands, and service-oriented companies. By acting as a virtual Personal Shopper, INSIDE™ assists customers in locating products, tracking orders, and navigating complex tasks with ease. This capability not only streamlines the shopping experience but also fosters customer loyalty through efficient service. One of the standout features of INSIDE™ is its omnichannel structure, which integrates various communication channels such as social media, messaging apps, email, voice, and ticketing systems. This comprehensive connectivity ensures that customers receive a consistent and cohesive experience, regardless of the platform they choose to engage with. The use of a humanized avatar, powered by journey-based and real-time data, enhances proactive engagement, allowing businesses to personalize interactions and anticipate customer needs effectively. Additionally, INSIDE™ supports human agents through its Internal Agentic AI, which provides instant access to knowledge and guidance. This feature empowers agents to resolve inquiries more efficiently and effectively, thereby improving overall service quality. By combining advanced AI technology with a focus on personalized customer experiences, INSIDE™ stands out in the customer service software category, offering businesses a robust tool to enhance their customer engagement and satisfaction levels. **Average Rating:** 5.0/5.0 **Total Reviews:** 1 #### How Do G2 Users Rate INSIDE by Powerfront? - **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 :** 10.0/10 (Category avg: 8.5/10) #### Who Is the Company Behind INSIDE by Powerfront? - **Seller:** [Powerfront](https://www.g2.com/sellers/powerfront-ca281be8-fa2d-40af-bd61-b88d3ed4ec86) - **Company Website:** powerfront.com - **Year Founded:** 2001 - **HQ Location:** Los Angeles, US - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=69ec79a80b2ba1c16c62e28ea783f3c421b535d317c3f9d658c549a6330c786b&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fpowerfront%2F&secure%5Burl_type%5D=linkedin_company_website) 96 employees on LinkedIn® #### Who Uses This Product? - **Company Size:** 100% Small #### What Are Recent G2 Reviews of INSIDE by Powerfront? **["Excellent on site chat and SMS services"](https://www.g2.com/survey_responses/inside-by-powerfront-review-3786925)** **Rating:** 5.0/5.0 stars _— Verified User in Internet_ [Read full review](https://www.g2.com/survey_responses/inside-by-powerfront-review-3786925) #### What Are G2 Users Discussing About INSIDE by Powerfront? - [What is Powerfront Inside used for?](https://www.g2.com/discussions/what-is-powerfront-inside-used-for) ### [iService](https://www.g2.com/products/iservice/reviews) iService is an integrated solution for managing all customer interactions with complete web-based interface, routes and automatically responds to customer email, provides a simple but powerful knowledge base, and includes a complete contact management interface. **Average Rating:** 4.5/5.0 **Total Reviews:** 1 #### Who Is the Company Behind iService? - **Seller:** [One-to-One Service.com](https://www.g2.com/sellers/one-to-one-service-com) - **Year Founded:** 1997 - **HQ Location:** Austin, US - **Twitter:** @iServiceNews 27 Twitter followers - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=28d0b5021fcf7e37e461686c7b2b3020f696db53d7d52017050e1765b29f84e9&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fone-to-one-service.com%2F&secure%5Burl_type%5D=linkedin_company_website) 11 employees on LinkedIn® #### Who Uses This Product? - **Company Size:** 100% Medium #### What Are Recent G2 Reviews of iService? **["Both our costumers and customer service employees love iService"](https://www.g2.com/survey_responses/iservice-review-6778093)** **Rating:** 4.5/5.0 stars _— Verified User in Banking_ [Read full review](https://www.g2.com/survey_responses/iservice-review-6778093) #### What Are G2 Users Discussing About iService? - [What is iService used for?](https://www.g2.com/discussions/iservice-what-is-iservice-used-for) - [What is iService used for?](https://www.g2.com/discussions/what-is-iservice-used-for) ### [Khoros Service](https://www.g2.com/products/khoros-service/reviews) Khoros Service includes omnichannel engagement on publicly available channels like social, digital, chat and voice, as well as owned online communities with our Khoros Communities offering. The solution offers 1-to-1 and 1-to-many engagement with customers and consumers, bringing together automation through bots, human agents or community managers to manage support and community building. In Khoros Care, customer inquiries and support-related conversations can be routed and prioritized based on a variety of parameters and our robust agent desktop solution allows agents to efficiently manage conversations, both real-time and asynchronous. Agent Assist offers agents in the moment content and responses to help them respond faster and with better results. We offer a built in bot and automation builder tool, allowing conversations to be automated using AI and automated workflows. And of course, we have built in analytics capabilities where users can build their own customized dashboards bringing in the KPIs that are most meaningful to them. With Khoros Communities, we enable organizations to host a vibrant space where customers find answers, develop expertise, share experiences, and connect with your brand. Khoros is the leader in the communities space, powering over 400 of the world’s most recognized brand communities. With 20+ years of experience, the most robust set of customer interaction styles, tools to empower employees to interact and moderate at scale, a platform built for enterprise integration and security, and a dedicated services organization; Khoros is a partner that ensures your community will improve operations, reduce costs, delight your customers, and grow your business. Key benefits include: Improve customer experiences while driving agent efficiency Engage customers in their channel of choice–text, messaging, social, chat, in-app, email, voice–providing complete omnichannel coverage. Khoros simplifies agent workflow with a single desktop, unified customer profiles, and AI-powered support, while automated analysis of sentiment and customizable dashboards help optimize team performance and customer satisfaction. Increase efficiencies through automation Centralize your automated experiences across systems, applications, and channels in one platform to cut costs and streamline customer interactions. By harnessing Natural Language Processing (NLP), you can reduce call volume with conversational bots across multiple channels, while IVR redirection and AI orchestration ensure efficient customer service. Accelerate resolution to delight customers while reducing costs Create a hub for your customers to connect with experts, learn, and get answers to their questions at any time, in any region. Users can deflect up to 80% of calls and customer inquiries providing the potential to save brands millions in annual support costs. Deliver expert community management Nurture large, engaging communities with the most advanced moderation tools, content management, analytics, and expertise that provide quantifiable business value through customer acquisition, retention, and growth. **Average Rating:** 4.4/5.0 **Total Reviews:** 33 #### How Do G2 Users Rate Khoros Service? - **Has the product been a good partner in doing business?:** 8.3/10 (Category avg: 9.1/10) - **Customization :** 10.0/10 (Category avg: 8.5/10) #### Who Is the Company Behind Khoros Service? - **Seller:** [Ignite Enterprise Software Solutions](https://www.g2.com/sellers/ignite-enterprise-software-solutions) - **HQ Location:** Austin, TX - **Twitter:** @ignitetech 494 Twitter followers - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=eecef5847b3343cd5b4f97baf19c284f73312f381d0f89adc377a47055b54db3&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F21226%2F&secure%5Burl_type%5D=linkedin_company_website) 398 employees on LinkedIn® #### Who Uses This Product? - **Top Industries:** Marketing and Advertising, Telecommunications - **Company Size:** 40% Small, 35% Large #### What Do G2 Reviewers Say About Khoros Service? _AI-generated summary from verified user reviews_ ##### Pros - Users praise Khoros Service for its **exceptional automation** , enhancing efficiency and streamlining customer service tasks. - Users appreciate the **automation features** of Khoros Service, enhancing efficiency and improving customer satisfaction significantly. - Users value the **AI-driven routing and flexible features** of Khoros Service, enhancing efficiency and collaboration in customer support. - Users praise Khoros Service for its **AI technology** , enhancing task routing and providing efficient support for reps. - Users appreciate the **ease of use** of Khoros Service, benefiting from its user-friendly operations and tailored features. ##### Cons - Users face issues with **insufficient training** , making it challenging for new personnel to effectively utilize Khoros Service. - Users feel that the **poor interface design** hinders usability and makes customer support less effective. - Users find the **high prices** of Khoros Service a significant drawback, impacting overall affordability and accessibility. - Users find Khoros Service **difficult to learn** , requiring extensive training for new team members to navigate effectively. - Users find the **difficult learning process** of Khoros Service requires extensive training for new individuals. #### What Are Recent G2 Reviews of Khoros Service? **["Training the module as a benefit and asset"](https://www.g2.com/survey_responses/khoros-service-review-10006590)** **Rating:** 4.5/5.0 stars _— Alaa F._ [Read full review](https://www.g2.com/survey_responses/khoros-service-review-10006590) **["A tool for efficient Customer Support"](https://www.g2.com/survey_responses/khoros-service-review-10015005)** **Rating:** 5.0/5.0 stars _— Vishal P._ [Read full review](https://www.g2.com/survey_responses/khoros-service-review-10015005) #### What Are G2 Users Discussing About Khoros Service? - [What is Khoros Care used for?](https://www.g2.com/discussions/what-is-khoros-care-used-for) - [What do online communities do?](https://www.g2.com/discussions/what-do-online-communities-do) - 1 comment - [What are the characteristics of online communities?](https://www.g2.com/discussions/what-are-the-characteristics-of-online-communities) - [What is a community khoros?](https://www.g2.com/discussions/what-is-a-community-khoros) - 1 comment - [What are the features of a good virtual community?](https://www.g2.com/discussions/what-are-the-features-of-a-good-virtual-community) ### [Live Chat Monitoring](https://www.g2.com/products/live-chat-monitoring/reviews) Live Chat Monitoring offers managed live chat support outsourcing services. **Average Rating:** 4.0/5.0 **Total Reviews:** 1 #### How Do G2 Users Rate Live Chat Monitoring? - **Lead Development:** 10.0/10 (Category avg: 8.5/10) - **Customization :** 10.0/10 (Category avg: 8.5/10) - **Co-Browsing:** 10.0/10 (Category avg: 8.1/10) #### Who Is the Company Behind Live Chat Monitoring? - **Seller:** [Live Chat Monitoring](https://www.g2.com/sellers/live-chat-monitoring) - **HQ Location:** South Melbourne, AU - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=e13e14e74f9dcfe23cbb5d886fa6f7fbc0a00b70590732d344ab21c451f436a4&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Flivechatmonitoring-com&secure%5Burl_type%5D=linkedin_company_website) 24 employees on LinkedIn® #### Who Uses This Product? - **Company Size:** 100% Small #### What Are Recent G2 Reviews of Live Chat Monitoring? **["Efficient"](https://www.g2.com/survey_responses/live-chat-monitoring-review-9308121)** **Rating:** 4.0/5.0 stars _— Micah J._ [Read full review](https://www.g2.com/survey_responses/live-chat-monitoring-review-9308121) ### [Nettyfish Solutions](https://www.g2.com/products/nettyfish-solutions/reviews) WACTO redefines WhatsApp business communications with AI-powered Conversational Marketing. Moreover, the platform integrates automation, customer engagement, and intelligent WhatsApp chat workflows – enabling businesses to connect with their audience instantly, personally, and at scale. **Average Rating:** 4.0/5.0 **Total Reviews:** 1 #### How Do G2 Users Rate Nettyfish Solutions? - **Has the product been a good partner in doing business?:** 8.3/10 (Category avg: 9.1/10) #### Who Is the Company Behind Nettyfish Solutions? - **Seller:** [Nettyfish Solutions](https://www.g2.com/sellers/nettyfish-solutions) - **Year Founded:** 2016 - **HQ Location:** Chennai, IN - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=c031ceb4db5a978d4e84ce2efc99483ba155c01f5d130f93ee08c6bc14fbe298&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fnettyfish-solutions-pvt-ltd%2F&secure%5Burl_type%5D=linkedin_company_website) 69 employees on LinkedIn® #### Who Uses This Product? - **Company Size:** 100% Large #### What Do G2 Reviewers Say About Nettyfish Solutions? _AI-generated summary from verified user reviews_ ##### Pros - Users commend the **real-time analytics** feature of Nettyfish Solutions, enhancing performance measurement and outreach optimization. - Users appreciate the **intuitive interface and robust campaign management features** that streamline their outreach efforts effectively. - Users praise the **responsive customer support** from Nettyfish Solutions, enhancing their overall experience and efficiency. - Users appreciate the **intuitive interface** of Nettyfish Solutions, making campaign setup and management simple and efficient. - Users appreciate the **easy implementation** of Nettyfish Solutions, noting its intuitive interface and straightforward campaign setup. ##### Cons - Users note the **customization difficulty** , especially regarding dashboard reports and the lengthy template approval process. - Users experience **dashboard issues** such as lag during peak times and inefficiencies in template approvals. - Users find the **limited customization** options in Nettyfish Solutions frustrating, particularly in dashboard reports and template processes. - Users experience **limited templates** , noting a need for better efficiency and customization in the approval process. - Users experience **linking issues** with the portal during peak times, leading to lag and unresponsiveness. #### What Are Recent G2 Reviews of Nettyfish Solutions? **["Reliable Platform for WhatsApp Bulk Messaging"](https://www.g2.com/survey_responses/nettyfish-solutions-review-11769423)** **Rating:** 4.0/5.0 stars _— Ramyavi ._ [Read full review](https://www.g2.com/survey_responses/nettyfish-solutions-review-11769423) ### [NovoChat](https://www.g2.com/products/novochat/reviews) NovoChat is an omni-channel chat platform that allows businesses to communicate with customers via WhatsApp, Telegram, Messenger and LINE. **Average Rating:** 5.0/5.0 **Total Reviews:** 1 #### How Do G2 Users Rate NovoChat? - **Lead Development:** 10.0/10 (Category avg: 8.5/10) - **Customization :** 10.0/10 (Category avg: 8.5/10) - **Co-Browsing:** 10.0/10 (Category avg: 8.1/10) #### Who Is the Company Behind NovoChat? - **Seller:** [Novocall](https://www.g2.com/sellers/novocall) - **Year Founded:** 2018 - **HQ Location:** Singapore, Singapore - **Twitter:** @NovocallHQ 299 Twitter followers - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=ea720d60dd5024fa2a171b30a6c2cfcefa80efe6de575ba01cab5038ffc631a8&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fnovocall&secure%5Burl_type%5D=linkedin_company_website) 10 employees on LinkedIn® #### Who Uses This Product? - **Company Size:** 100% Small #### What Are Recent G2 Reviews of NovoChat? **["Improve Networking and customer communications"](https://www.g2.com/survey_responses/novochat-review-9522386)** **Rating:** 5.0/5.0 stars _— Samarth A._ [Read full review](https://www.g2.com/survey_responses/novochat-review-9522386) ### [Nvoip](https://www.g2.com/products/nvoip/reviews) Explore the transformative power of Nvoip's cutting-edge business communication platform. Our intuitive and all-encompassing solution facilitates seamless integration of calls, chats, and WhatsApp; providing businesses with the tools necessary to elevate customer service, enhance sales, and streamline operations. Thanks to Nvoip, you can revolutionize sales processes, monitor performance in real-time, and simplify communication with customers and teams. Take advantage of advanced analytics and reporting tools to gain valuable insights and optimize your operations for peak efficiency. Whether a small upstart or an established enterprise, Nvoip is the key to unlocking enhanced customer experiences and outstanding results. **Average Rating:** 4.0/5.0 **Total Reviews:** 6 #### How Do G2 Users Rate Nvoip? - **Has the product been a good partner in doing business?:** 7.9/10 (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:** 10.0/10 (Category avg: 8.1/10) #### Who Is the Company Behind Nvoip? - **Seller:** [Nvoip](https://www.g2.com/sellers/nvoip) - **Year Founded:** 2018 - **HQ Location:** Juiz de Fora, BR - **Twitter:** @nvoip 140 Twitter followers - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=02678f0d467574dc65e2766b5a37eff34e1c95faf2d14ddc3db5077e9a83c5a0&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fnvoip%2F&secure%5Burl_type%5D=linkedin_company_website) 34 employees on LinkedIn® #### Who Uses This Product? - **Company Size:** 83% Small, 17% Medium #### What Do G2 Reviewers Say About Nvoip? _AI-generated summary from verified user reviews_ ##### Pros - Users value the **affordability** of Nvoip, providing simple solutions ideal for businesses of all sizes. - Users value the **simple, cost-effective solutions** of Nvoip, catering effectively to businesses of all sizes. - Users value Nvoip for its **cost-effective solutions** , making it ideal for businesses of all sizes. - Users value the **cooperative customer support** from Nvoip, highlighting its accessibility and cost-effective solutions for all businesses. - Users value the **ease of use** of Nvoip, appreciating its straightforward and cost-effective solutions for businesses. ##### Cons - Users find the **UI complex** for new users, which complicates navigation and overall experience with Nvoip. - Users find the **complex UI** challenging, particularly for newcomers trying to navigate the system effectively. - Users find the **high cost** of Nvoip concerning due to fluctuating international call fees and hidden charges. - Users frequently face **integration issues** with Nvoip, affecting functionality and complicating user experience. - Users find the **lack of integrations** in Nvoip limits functionality and complicates their overall experience. #### What Are Recent G2 Reviews of Nvoip? **["Nvoip - Makes communication efficient for costumers"](https://www.g2.com/survey_responses/nvoip-review-10507762)** **Rating:** 4.5/5.0 stars _— Andleeb A._ [Read full review](https://www.g2.com/survey_responses/nvoip-review-10507762) **["Excellent company with great service!!!"](https://www.g2.com/survey_responses/nvoip-review-10856311)** **Rating:** 5.0/5.0 stars _— Verified User in Construction_ [Read full review](https://www.g2.com/survey_responses/nvoip-review-10856311) ### [Odoo Live Chat](https://www.g2.com/products/odoo-live-chat/reviews) Answer customer questions in real-time.Engage with visitors, deliver real-time support to customers **Average Rating:** 4.0/5.0 **Total Reviews:** 1 #### Who Is the Company Behind Odoo Live Chat? - **Seller:** [Odoo](https://www.g2.com/sellers/odoo) - **Year Founded:** 2005 - **HQ Location:** Brussels, Belgium - **Twitter:** @Odoo 55,391 Twitter followers - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=a5c2909893f928df131888ff32e9c04d541ff4f4e70d91d927b1d18bacee41c2&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F633558%2F&secure%5Burl_type%5D=linkedin_company_website) 8,467 employees on LinkedIn® #### Who Uses This Product? - **Company Size:** 100% Small #### What Are Recent G2 Reviews of Odoo Live Chat? **["You can build chatbot with Artificial Intilegence Integration"](https://www.g2.com/survey_responses/odoo-live-chat-review-6768547)** **Rating:** 4.0/5.0 stars _— Verified User in Consumer Services_ [Read full review](https://www.g2.com/survey_responses/odoo-live-chat-review-6768547) ### [Omnichannel Solution with AI Chatbot](https://www.g2.com/products/omnichannel-solution-with-ai-chatbot/reviews) Advanced Omnichannel is designed for Startups and Enterprises to bring together all communication channels - emails, social media, live chat, phone calls, and messages - connecting you seamlessly with your customers into one unified system. **Average Rating:** 4.0/5.0 **Total Reviews:** 1 #### Who Is the Company Behind Omnichannel Solution with AI Chatbot? - **Seller:** [Cooperative.io](https://www.g2.com/sellers/cooperative-io) - **HQ Location:** New York, NY - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=b0c419210e667bca858a77b57e7dc6d64c49cc77470bf5b5d17cf7a6c79d15c9&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fcooperative-platforms&secure%5Burl_type%5D=linkedin_company_website) 73 employees on LinkedIn® #### Who Uses This Product? - **Company Size:** 100% Small #### What Are Recent G2 Reviews of Omnichannel Solution with AI Chatbot? **["Streamlines Customer Interactions with Centralized Efficiency"](https://www.g2.com/survey_responses/omnichannel-solution-with-ai-chatbot-review-12679574)** **Rating:** 4.0/5.0 stars _— Swagata S._ [Read full review](https://www.g2.com/survey_responses/omnichannel-solution-with-ai-chatbot-review-12679574) ### [OnlineChatCenters](https://www.g2.com/products/onlinechatcenters/reviews) OnlineChatCenters (OCC) live chat software by Motava - features updates, server status, promos & more. **Average Rating:** 5.0/5.0 **Total Reviews:** 1 #### Who Is the Company Behind OnlineChatCenters? - **Seller:** [Motava](https://www.g2.com/sellers/motava) - **Year Founded:** 2009 - **HQ Location:** San Francisco, US - **Twitter:** @motava 99 Twitter followers - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=f619f2103ed14741975fd6beb5fbc726ab2bea0a96bc04a0b39f690f8bcdf0dd&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fmotava&secure%5Burl_type%5D=linkedin_company_website) 11 employees on LinkedIn® #### Who Uses This Product? - **Company Size:** 100% Medium #### What Are Recent G2 Reviews of OnlineChatCenters? **["OCC"](https://www.g2.com/survey_responses/onlinechatcenters-review-718643)** **Rating:** 5.0/5.0 stars _— Verified User in Food & Beverages_ [Read full review](https://www.g2.com/survey_responses/onlinechatcenters-review-718643) #### What Are G2 Users Discussing About OnlineChatCenters? - [What is OnlineChatCenters used for?](https://www.g2.com/discussions/what-is-onlinechatcenters-used-for) ### [onsip](https://www.g2.com/products/onsip-onsip/reviews) **Average Rating:** 4.5/5.0 **Total Reviews:** 1 #### How Do G2 Users Rate onsip? - **Lead Development:** 8.3/10 (Category avg: 8.5/10) - **Customization :** 5.0/10 (Category avg: 8.5/10) - **Co-Browsing:** 8.3/10 (Category avg: 8.1/10) #### Who Is the Company Behind onsip? - **Seller:** [OnSIP](https://www.g2.com/sellers/onsip-0f63101b-8ce0-491a-916e-b57261a9bc8f) - **Year Founded:** 2004 - **HQ Location:** New York, NY - **Twitter:** @onsip 9,618 Twitter followers - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=182b7b363166a3de83ae83497de35e6df266c64859c6f8bf55fc01c3001a04e2&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F117443%2F&secure%5Burl_type%5D=linkedin_company_website) 30 employees on LinkedIn® #### Who Uses This Product? - **Company Size:** 100% Medium #### What Are Recent G2 Reviews of onsip? **["Efficient Feedback Collection Made Easy with Sayso"](https://www.g2.com/survey_responses/onsip-review-9884275)** **Rating:** 4.5/5.0 stars _— Shubhang M._ [Read full review](https://www.g2.com/survey_responses/onsip-review-9884275) ### [onWebChat](https://www.g2.com/products/onwebchat/reviews) onWebChat is a comprehensive live chat and AI chatbot platform designed to enhance customer engagement and support on websites. It enables businesses to interact with visitors in real-time, providing immediate assistance, answering queries, and guiding users through their online journey. The platform is tailored to improve customer satisfaction, increase conversion rates, and streamline communication processes. One of the standout features of onWebChat is its AI chatbot, which utilizes OpenAI's GPT-5 model to deliver natural, human-like conversations. This AI assistant can be trained using a company's website content, documents, and FAQs, ensuring that responses are accurate and aligned with the brand's voice. The chatbot operates 24/7, offering continuous support even when human agents are unavailable, thereby reducing wait times and capturing leads at any hour. The platform offers unlimited concurrent chats across all plans, allowing businesses to engage with multiple visitors simultaneously without restrictions. The Free plan includes a generous one-year chat history, while the Pro AI plan provides unlimited chat history, enabling teams to access and review past conversations for improved service and training purposes. Customization is a key aspect of onWebChat. Businesses can tailor the chat widget to match their brand identity by selecting colors, adding agent photos, and customizing language and text settings. This ensures a seamless integration with the website's design and enhances the user experience. Additional features include visitor monitoring, which provides real-time insights into visitor behavior, such as location, browser type, and navigation path. Typing insights allow agents to see what visitors are typing before they send a message, enabling quicker and more efficient responses. The platform also supports file sharing, departments, and triggers—automatic messages based on visitor behavior—to proactively engage users at critical moments. onWebChat is designed for ease of use, with a straightforward installation process that requires minimal technical knowledge. It offers native plugins for various web development platforms, including WordPress, Joomla, and OpenCart, facilitating quick and hassle-free integration. In summary, onWebChat provides a robust solution for businesses seeking to enhance their online customer support and engagement through live chat and AI-driven interactions. Its combination of real-time communication, AI capabilities, and customization options makes it a valuable tool for improving customer satisfaction and driving business growth. **Average Rating:** 4.5/5.0 **Total Reviews:** 1 #### How Do G2 Users Rate onWebChat? - **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 :** 10.0/10 (Category avg: 8.5/10) - **Co-Browsing:** 10.0/10 (Category avg: 8.1/10) #### Who Is the Company Behind onWebChat? - **Seller:** [onWebChat](https://www.g2.com/sellers/onwebchat) - **HQ Location:** Greece - **Twitter:** @onWebChat 102 Twitter followers - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=d71da265b9bceaff468d4842bccaaa2d6cc105e448a24c6de47315edb158bbda&secure%5Burl%5D=http%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fonwebchat&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 onWebChat? **["The best real-time chat service."](https://www.g2.com/survey_responses/onwebchat-review-8689774)** **Rating:** 4.5/5.0 stars _— Arnold K._ [Read full review](https://www.g2.com/survey_responses/onwebchat-review-8689774) ### [Output Desk](https://www.g2.com/products/output-desk/reviews) Live Chat software for your Business websites. Turn your visitors in to customers with Output Desk. Output Desk Live Chat offers the following excellent features to answer your visitors/customers waiting for you on your website. 1. Simple and Fast 2. Chat Logs 3. Chats Queue 4. Transferable Chats 5. Versatile Operator Departments 6. Operator to Operator Chats 7. Multi-Operator Chats 8. Tags to respond quickly 9. Universal Canned Messages 10. Offline Messages Handling 11. Ratings to get Feedback from Customers 12. Customizable Chat Window 13. Location Map 14. Blocking Evil visitors 15. Sound Reports 16. Integration with your favorite apps Sign-up for free trail and Turn your idle website as Live. **Average Rating:** 4.5/5.0 **Total Reviews:** 1 #### Who Is the Company Behind Output Desk? - **Seller:** [Srimax Software Systems](https://www.g2.com/sellers/srimax-software-systems) - **Year Founded:** 2002 - **HQ Location:** Tamil Nadu, India - **Twitter:** @srimax 65 Twitter followers - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=3a3a7a66a8ca91a03cd17bc156cbbbc564d0eab3ba2f3e96ff2111868f05a23e&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fsrimax-software-technology&secure%5Burl_type%5D=linkedin_company_website) 81 employees on LinkedIn® #### Who Uses This Product? - **Company Size:** 100% Small #### What Are Recent G2 Reviews of Output Desk? **["User Friendly, well designed software that accomplishes its task."](https://www.g2.com/survey_responses/output-desk-review-167126)** **Rating:** 4.5/5.0 stars _— Verified User in Consumer Services_ [Read full review](https://www.g2.com/survey_responses/output-desk-review-167126) #### What Are G2 Users Discussing About Output Desk? - [What is Output Desk used for?](https://www.g2.com/discussions/what-is-output-desk-used-for) ### [pagealive](https://www.g2.com/products/pagealive/reviews) Pagealive is a live video chat widget, empowering businesses to offer personalized, real-time support and engagement to their customers. Our mission is to transform the customer experience by providing a user-friendly live video chat solution that fosters meaningful connections and boosts conversion rates. This marketing and sales plan outlines our strategies to create awareness, drive demand, and increase sales of pagealive. Our approach involves targeted marketing campaigns, strategic partnerships, and a dedicated sales team to maximize our reach and impact. **Average Rating:** 5.0/5.0 **Total Reviews:** 1 #### How Do G2 Users Rate pagealive? - **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 :** 8.3/10 (Category avg: 8.5/10) - **Co-Browsing:** 10.0/10 (Category avg: 8.1/10) #### Who Is the Company Behind pagealive? - **Seller:** [pagealive](https://www.g2.com/sellers/pagealive) - **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=9462d6f043ac56e1dff30712233a3b1ef2012103bce4e5ec550f11203a5f9835&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fpagealive%2F&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 pagealive? **["One of the best customer service experiences."](https://www.g2.com/survey_responses/pagealive-review-8274286)** **Rating:** 5.0/5.0 stars _— Víctor S._ [Read full review](https://www.g2.com/survey_responses/pagealive-review-8274286) - [‹ Prev‹ Prev](/categories/live-chat?order=g2_score&page=21&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) - … - [18](/categories/live-chat?order=g2_score&page=18&trk=public_post_comment-text#product-list) - [19](/categories/live-chat?order=g2_score&page=19&trk=public_post_comment-text#product-list) - [20](/categories/live-chat?order=g2_score&page=20&trk=public_post_comment-text#product-list) - [21](/categories/live-chat?order=g2_score&page=21&trk=public_post_comment-text#product-list) - 22 - [23](/categories/live-chat?order=g2_score&page=23&trk=public_post_comment-text#product-list) - [24](/categories/live-chat?order=g2_score&page=24&trk=public_post_comment-text#product-list) - [25](/categories/live-chat?order=g2_score&page=25&trk=public_post_comment-text#product-list) - [26](/categories/live-chat?order=g2_score&page=26&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=23&trk=public_post_comment-text#product-list) Spotlight Categories [Account-Based Orchestration Platforms](https://www.g2.com/categories/account-based-orchestration-platforms) [Customer Communications Management Software](https://www.g2.com/categories/customer-communications-management) [Social Media Listening Tools](https://www.g2.com/categories/social-media-listening-tools) [Sales Intelligence Software](https://www.g2.com/categories/sales-intelligence) [Contract Lifecycle Management (CLM) Software](https://www.g2.com/categories/contract-lifecycle-management-clm) Similar Categories - [Help Desk](/categories/help-desk) - [Customer Self-Service](/categories/customer-self-service) - [Social Customer Service](/categories/social-customer-service) - [Appointment Reminder](/categories/appointment-reminder) - [Call & Contact Center](/categories/call-contact-center) - [Client Onboarding](/categories/client-onboarding) - [Co-Browsing](/categories/co-browsing) - [Complaint Management](/categories/complaint-management) - [Contact Center Outsourcing Services](/categories/contact-center-outsourcing-services) - [Contact Center Payments](/categories/contact-center-payments) - [Conversational Support](/categories/conversational-support) - [Customer Communications Management](/categories/customer-communications-management) - [Customer Education](/categories/customer-education) - [Customer Service Automation](/categories/customer-service-automation) - [Customer Success](/categories/customer-success) [Browse Live Chat Themes](/categories/live-chat/themes) ![Jeffrey Lin](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Jeffrey Lin") JL Researched and written by [Jeffrey Lin](https://research.g2.com/insights/author/jeffrey-lin) Updated April 9, 2026 Live chat software enables businesses to connect instantly with website visitors through real-time chat interfaces, allowing customer service teams to provide immediate support, proactively engage visitors with timed pop-up windows, and create seamless conversational experiences that improve customer satisfaction and increase conversion rates. ### Core Capabilities of Live Chat Software To qualify for inclusion in the Live Chat category, a product must: - Provide instant messaging capabilities between customer service representatives and website visitors - Allow chat windows to either initiate conversation or live independently on a website for potential inquiries ### Common Use Cases for Live Chat Software Customer service and sales teams use live chat software to engage visitors and resolve issues in real time across websites and digital touchpoints. Common use cases include: - Providing immediate support for product questions, technical issues, and website navigation - Proactively engaging high-intent visitors with timed chat prompts to increase purchase likelihood - Reducing response times compared to ticket-based support systems to improve first-contact resolution rates ### How Live Chat Software Differs from Other Tools Live chat functionality is often packaged within broader platforms including [e-commerce platforms](https://www.g2.com/categories/e-commerce-platforms), [help desk software](https://www.g2.com/categories/help-desk), and [digital customer service software](https://www.g2.com/categories/digital-customer-service-platforms). It also serves stand out as a core feature and foundation for AI-powered tools such as [chatbots](https://www.g2.com/categories/chatbots), [conversational support software](https://www.g2.com/categories/conversational-support), and [customer service automation software](https://www.g2.com/categories/customer-service-automation). ### Insights from G2 on Live Chat Software Based on category trends on G2, ease of setup and proactive chat engagement features stand out as standout capabilities. These platforms deliver reductions in response time and improved customer satisfaction scores as primary outcomes of adoption. Show More * * * ## How Do You Choose the Right Live Chat Software? ### What You Should Know About Live Chat Software ### What is Live Chat Software? Live chat software allows website visitors to get a response in real time from a company’s customer service agents, sales representatives, or virtual assistants. These products are typically deployed as a widget in the bottom corner of a business’ website and may be activated when a user clicks on the widget. Alternatively, a pop-up chat window may prompt a user to start a conversation. Companies searching for the best live chat software for business websites typically weigh widget customization, chatbot capability, and integration with their existing customer support stack. Based on G2 reviews, customer support and sales teams evaluate live chat software by comparing real-time response speed, customer engagement features, and ecommerce platform integrations. Live chat solutions can be used in a wide variety of contexts, including customer service, technical support, sales, and marketing. Most often, businesses implement live chat to provide website visitors with a direct channel to receive real-time customer support. For example, live chat agents can assist visitors with website navigation or answer questions about a business’ products or services. Live chat is also an effective method for lead generation. When a website visitor is interested in purchasing a product or service, live chat can be used to connect them with a sales representative. If a representative is unavailable, live chat widgets include a lead capture form to collect the prospect’s information so a salesperson can follow up with them as soon as possible. Although live chat windows exist on a website 24/7, this doesn’t mean a business needs their agents to be available to answer inquiries all day. An offline mode allows website visitors to submit questions or concerns that can be handled either by a chatbot or by an agent when the live chat is back online. Live chat often serves as a company’s first line of defense to help chat agents answer quick questions and escalate deeper concerns in an organized way. The goal of these products is to increase efficiency for both the agent and the customer. #### What Types of Live Chat Software Exist? **Text only solutions** Text-only live chat software allows agents and customers to communicate via text form. Typically, the customer will be approached by a pop-up chat window that helps initiate a conversation. **Voice or video solutions** Live chat software with video or voice capabilities--in addition to text--allow a more personalized conversation with customers. Video chat conversations are especially helpful for complex questions that require a visual representation. Face-to-face video conversations are not the only features of video and voice live chat; users can enable screen sharing to visually convey an issue that’s difficult to explain via text. ### What are the Common Features of Live Chat Software? Live chat functionality can vary from product to product. When considering a live chat solution for a business, it’s important to consider which features will be most beneficial to the particular use case. The following are some core features within live chat software: **Analytics:** Reporting related to live chat analytics gives administrators insight into customer service metrics such as support response time, overall support performance, and customer satisfaction. These insights help managers understand the highs and lows of the customer experience and the team’s performance. **Visitor monitoring:** Real-time visitor monitoring tracks where visitors are on the website and how long they stay on a certain web page. These insights give a sense of where visitors are gravitating to on a web page and can even help generate leads. **Response templates:** For common questions, canned responses are very efficient. Agents can have responses ready to send as soon as a common question pops up. **Branding:** Since live chat exists on a company’s website, it’s important for the widget and conversation window to match the company’s branding and website design. To accomplish this, live chat products offer customizable design options to change the colors and images of the application. Branding customization features ensure a seamless brand experience for customers. **Customer feedback:** After a live chat conversation, a customer can rate the conversation and share feedback on whether or not their question was adequately handled. Managers can use this feedback to further understand the quality of an agent’s work. **Proactive messages:** While live chat is already an approachable asset, it’s helpful for website visitors to be prompted with a friendly pop-up greeting to let them know they’re invited to chat whenever they’d like. A proactive message is an approachable way to entice visitors to communicate with the company. **Integrations:** Live chat products should integrate seamlessly with a company’s technology stack to ensure the information shared in chat conversations is available across departments. Integrations with CRM software are important for storing and accessing customer information during a support conversation, as well as adding new contacts for lead generation. Live chat typically integrates with other customer service solutions, especially help desks, to improve omnichannel customer experiences. Many live chat software solutions will also offer the following features: - [Live chat software with in-app messaging capabilities](https://www.g2.com/categories/live-chat/f/in-app-messaging) - [Live chat software with lead development capabilities](https://www.g2.com/categories/live-chat/f/lead-development) - [Live chat software with knowledge base capabilities](https://www.g2.com/categories/live-chat/f/knowledge-base) - [Live chat software with targeted email capabilities](https://www.g2.com/categories/live-chat/f/targeted-emails) - [Live chat software with co-browsing capabilities](https://www.g2.com/categories/live-chat/f/co-browsing) ### What are the Benefits of Live Chat Software? Businesses of all types benefit from using live chat software to provide instant and approachable customer support. Using live chat makes customer support more efficient for both the agent and the customer for several reasons: **Customer engagement:** Live chat is a simple and accessible way for customers to approach a company. Customers are more likely to engage than if the company only offered phone and email support, because of its convenience. **Real-time support:** With live chat, website visitors don’t need to wait very long for an answer to a simple question. Without a long turnaround, visitors are more likely to engage with the company, knowing their time is not being wasted. In comparison, inquiries submitted via email or social media have an unpredictable response time. Since questions are answered quickly, agents are more productive and get through more inquiries. **Improved efficiency and productivity:** In comparison to phone calls, live chat is relatively cheap and takes less effort from both the customer and the agent. Additionally, it’s easy to multitask between different live chat conversations, allowing for more support in less time. Since live chatting requires reading and typing, conversations have more downtime between messages. This allows customer service agents to multitask and handle multiple chat windows at once. Depending on how many conversations are going on, agents can also use downtime to talk on the phone with another customer while handling live chat conversations. **Lead generation:** Live chat is approachable for customers, so it’s an easy way to begin a sales conversation. The informality of live chat makes a sales conversation more comfortable for the customer, so it’s a great opportunity to bring in a sale. ### Who Uses Live Chat Software? Professionals who communicate with customers directly, such as customer service teams and sales teams, use live chat to instantly chat with customers or gather data on the conversations customers have with customer service agents. **Customer service:** Customer service teams use live chat software to communicate with website visitors who use the feature to ask questions or voice concerns. If any complaints need to be escalated, chat agents can use routing features to transfer the conversation to a manager. When purchasing a live chat solution for customer service, businesses should remember to look for products that integrate with the company’s existing support software. **Sales:** Sales teams can utilize live chat software to generate leads. Since the buyer is expressing interest in the company by initiating a conversation using the live chat feature, it’s a great opportunity to spark a sales conversation. If a company wants to implement live chat to accelerate sales and improve conversion rates, it’s important to find a product that integrates with the CRM or system of record. #### Software Related to Live Chat Software Related solutions that can be used together with live chat tools include: [Help desk software](https://www.g2.com/categories/help-desk) **:** Help desk software provides a ticketing system for customer service teams to organize and respond to inquiries regarding a company’s products or services. Traditionally, help desks take in customer inquiries from email and web forms, but these solutions are increasingly supporting omnichannel customer service by incorporating other channels such as social media, live chat, SMS, and call center technology. As a result, many help desk solutions include a live chat tool. [Customer self-service software](https://www.g2.com/categories/customer-self-service) **:** Customer self-service software provides a platform for end users, prospects, or customers to access information and perform tasks without the assistance of customer support representatives. Customer self service can take many different forms and may include chatbots, intelligent virtual assistants, knowledge bases, FAQs, and community forums. [Social customer service software](https://www.g2.com/categories/social-customer-service) **:** Businesses use social customer service software to assist their customers via social networks and social messenger apps. These solutions collect customer inquiries from social media and assign them to support team members. While live chat software allows customers to receive support when visiting a company’s website, social customer service enables support teams to respond proactively to customer complaints or questions. Some live chat tools offer the ability to transfer chat interactions to social messaging platforms, so the conversation can be continued on the customer’s preferred platform. [Conversational marketing software](https://www.g2.com/categories/conversational-marketing) **:** Live chat tools may integrate with or include features of conversational marketing software. Conversational marketing helps businesses improve conversion rates by identifying and engaging with potential customers throughout their buying journey. These products accelerate the buying process by transferring qualified leads to sales representatives or facilitating follow-up conversations if a customer is not yet ready to buy. [Chatbots software](https://www.g2.com/categories/chatbots) **:** Chatbots, which are often called virtual agents or virtual assistants, are used in place of a human to conduct specific tasks or provide information based on written or spoken requests. Customer support tools, such as live chat, help desk, or contact center solutions, may already have chatbots implemented as a first line of defense when dealing with customers. ### Challenges with Live Chat Software Although live chat software can be implemented relatively quickly, the adoption of these tools can pose additional challenges. Before purchasing live chat software, businesses must make sure to have a plan to address potential issues before they arise. **Increase in support requests:** Naturally, adding an immediate and accessible means for customers to contact the business will result in an influx of support requests and conversations. To avoid overwhelming the business’ chat support team, companies can roll out the live chat product gradually. Users may also wish to open it up to smaller segments of customers over time rather than all at once.  **Staff training:** A big part of customer support is empathizing with the customer. For even simple inquiries, it’s important for agents to come across as friendly and approachable via live chat. Tone is sometimes difficult to read through text, so it’s easy for website visitors to misinterpret a message from a support agent. Agents should be trained on how to express empathy in text form to prevent any tone assumptions. **Spam or inappropriate messages:** While approachability is generally considered beneficial, it opens the possibility of potential scenarios involving inappropriate or irrelevant messages. Fortunately, many live chat offerings have a spam filter or block functionality, which allows agents to distinguish real messages or block aggressive customers. ### Which Companies Should Buy Live Chat Software? Any business with a website can use live chat software. These products are beneficial to companies of all sizes, from small businesses to large enterprises. However, there are a few types of businesses that are particularly suited for live chat. **E-commerce:** E-commerce brands and any business that sells products online should consider buying a live chat solution. While customers browse an e-commerce site, they may run into technical issues or have questions about specific product specifications, shipping, or return policies. Live chat offers the opportunity for a business to answer a customer’s question right away, increasing the chance that the customer will complete their purchase. **Services:** Live chat can be very beneficial for businesses in the service industry, especially banking, healthcare, real estate, travel, and hospitality. For these industries, exceptional customer service is paramount to the success of the business. Live chat provides clients and prospects with an instant connection to a business so they can quickly resolve issues or have their questions answered. Based on G2 reviews, the most-cited evaluation criteria for live chat software on business websites are widget customization, chatbot quality with smooth AI-to-human handoff, and native integrations with the CRM and help desk already in use. For customer support teams, reviewers consistently call out omnichannel coverage across email, SMS, WhatsApp, and social messengers, alongside ease of use, as the day-to-day features that determine adoption. Ecommerce buyers specifically cite Shopify integration, mobile apps for responding to chats away from the desk, and visitor tracking as the difference between live chat solutions that drive customer engagement and ones that sit idle. Sales-led teams highlight high-intent visitor identification and real-time client support as the features that turn live chat from a support tool into a lead-generation channel. ### How to Buy Live Chat Software #### Requirements Gathering (RFI/RFP) for Live Chat Software Whether a company is purchasing a live chat solution for the first time or looking for a replacement, the first step is defining a list of requirements the product must meet for the business to be most productive. These requirements will help buyers narrow down the list of products to consider. First, buyers must evaluate the need for live chat software, and ask the following questions: - Who will be using the product most often? - How many users (or seats) do we need?  - Will it be used for customer service or technical support?  - Will the sales team use it for lead generation or guiding customers on their buying journey? At this point, it’s also important to list the features that will prove most useful for the teams using the product. For improving customer self-service and freeing up team members’ time, companies may require a product that can automate workflows to resolve customer issues without human assistance. Buyers must consider if the product should integrate with any other software their business uses, such as CRM or help desk. #### Compare Live Chat Software Products **Create a long list** Based on the list of requirements, buyers should create a long list of no more than 10 products that appear to meet the business needs. Consulting online review sites is a great way to start the long list. G2 has thousands of [software categories](https://www.g2.com/categories?q%5Bcategory_type_eq%5D=software) with over 1 million verified user reviews. G2’s Live Chat software category can help buyers find the highest rated or most popular products based on reviews from verified customers. **Create a short list** After consulting customer reviews and creating a long list of live chat software products, companies must begin eliminating the options that won’t work for their business. The easiest way to do this is to first eliminate the products outside budget. Small businesses or startups should look at each product’s pricing plans to determine if the product will still be affordable as the company scales up. At this point, buyers should also eliminate products that don’t offer all the required features. **Conduct demos** Once a short list of about three to five products is ready, companies should begin reaching out to vendors to schedule demos. Demos allow buyers to take a closer look at each live chat solution’s functionality and ease of use. This may also be the first opportunity to glimpse each vendor’s onboarding style and service levels and determine if they are helpful and communicative and whether they are focusing too much on the sales pitch. #### Selection of Live Chat Software **Choose a selection team** The company’s software selection team should already consist of a project manager to manage the process from start to finish and an executive sponsor to ensure buy-in from the company’s decision makers. Naturally, the selection team should also include several employees who will be using the live chat daily, such as sales representatives or customer service agents. **Negotiation** Before signing a contract, buyers should make sure to negotiate for the best price and ask about any discounts for which their business may qualify. This is also the time to discuss implementation and onboarding services and payment plans. **Final decision** Finally, it’s time to decide on a live chat software and sign the dotted line. In the days and months after the purchase, buyers must monitor the company’s progress with the new product. Is the live chat working as intended? Have users fully adopted all the features? Will the product scale with the company’s growth? If the answer to any of these questions is “no,” the buyer should consider raising the concerns with the vendor. If they are unable to resolve these issues, it may be time to look for alternatives. ### Live Chat Software Trends **Screen sharing** Sometimes questions are easier to ask with visuals. To help prevent miscommunication, screen sharing allows the customer to show a support agent the basis of their question instead of communicating it through text. Since typing out questions can be a lengthy process for complex issues, screen sharing can help save time and prevent frustration for both the customer and the agent. **Automation** Using chatbots and automated responses for simple customer concerns means having an agent online 24/7 is not necessary. As artificial intelligence becomes more desirable to help businesses automate processes, live chat vendors continue to add features like intelligent responses and automated workflows to their products. These options ensure customers receive assistance at any hour, maintaining customer satisfaction and consistently generating leads.