# Best Live Chat Software - Page 24 ## How Many Live Chat Software Products Does G2 Track? **Total Products under this Category:** 463 ### Category Stats (Aug 2026) - **Average Rating:** 4.47/5 The average rating of products in this category, based on all submitted ratings - **Top Trending Product:** Callbell (+2.42%) - Among all products in this category, Callbell recorded the largest rating increase compared to last month _Last updated: August 01, 2026_ ## How Does G2 Rank Live Chat Software Products? **Why You Can Trust G2's Software Rankings:** - 30 Analysts and Data Experts - 100,300+ Authentic Reviews - 463+ Products - Unbiased Rankings G2's software rankings are built on verified user reviews, rigorous moderation, and a consistent research methodology maintained by a team of analysts and data experts. Each product is measured using the same transparent criteria, with no paid placement or vendor influence. While reviews reflect real user experiences, which can be subjective, they offer valuable insight into how software performs in the hands of professionals. Together, these inputs power the G2 Score, a standardized way to compare tools within every category. ## G2 Grid® for Live Chat Software ![G2 Grid® for Live Chat Software plotting products by satisfaction and market presence](https://www.g2.com/categories/live-chat/grids.png?focus%5B%5D=574&focus%5B%5D=5494&focus%5B%5D=90225&focus%5B%5D=3270&focus%5B%5D=2743&focus%5B%5D=10366&focus%5B%5D=1281845&focus%5B%5D=61400) Highlighted products: Zendesk for Customer Service, Agentforce Service (formerly Salesforce Service Cloud), Qualified, Fin, Zoho Desk, Podium, WhatsApp Business Platform, and Tidio. Underlying data: [Grid® JSON](https://www.g2.com/categories/live-chat/grids.json?focus%5B%5D=zendesk-for-customer-service&focus%5B%5D=agentforce-service-formerly-salesforce-service-cloud&focus%5B%5D=qualified&focus%5B%5D=fin&focus%5B%5D=zoho-desk&focus%5B%5D=podium&focus%5B%5D=whatsapp-business-platform&focus%5B%5D=tidio) **Sponsored** ### 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_llm&secure%5Bcategory_id%5D=191&secure%5Bchosen_at%5D=2026-08-01T06%3A36%3A43Z&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%3D24%26trk%3Dpublic_post_comment-text&secure%5Btoken%5D=61d7b15c8b1ccc801127cceb7ed25c40d684fd4150722b6f93ec9f224d0bfdc1&secure%5Burl%5D=https%3A%2F%2Fwww.livechat.com%2F&secure%5Burl_type%5D=free_trial) ### [Agent IQ](https://www.g2.com/products/agent-iq/reviews) Lynq by Agent IQ is an AI-powered relationship banking platform built for community banks and credit unions. It helps institutions turn digital interactions into growth by combining AI self-service with persistent, context-rich 1:1 conversations between account holders and staff. Lynq brings conversational banking to web and mobile in a single workspace that supports live chat, SMS, voice, video banking, and secure co-browsing. Routine needs are handled instantly by an institution-governed AI assistant, while complex issues route to the right specialist with full conversation history for continuity and speed The platform follows four pillars of relationship banking: personal, persistent, proactive, and personalized. Institutions can assign a consistent staff contact, maintain one continuous thread across channels, and use proactive outreach to drive onboarding, renewals, and timely education. AI-assisted staff tools provide suggested replies, knowledge retrieval, translation, and summaries to raise service quality and productivity. Conversation analytics reveal topics, trends, and satisfaction signals that inform operations and growth programs Lynq integrates with leading digital and mobile banking platforms and with popular CRM systems so account holders can engage where they already bank and staff can work within existing systems. Institutions can tailor workflows by segment and line of business, including retail, small business, lending, and wealth, avoiding one-size-fits-all chat flows Security and compliance are foundational. Client data resides in single-tenant environments hosted in the United States with encryption in transit and at rest, granular access controls, audit logging, daily backups with point-in-time restore, ongoing vulnerability scanning, and SOC 2 Type II practices Measured outcomes reported by clients include faster resolution, lower contact center volume, and relationship-led growth. Public examples include 24 percent higher average balances when a personal banker relationship is established and a 3x likelihood to have a loan. Institutions have also seen a 388 percent increase in funded applications after launch and a 71 percent overnight reduction in call center volume on common topics. Adoption metrics show 86 percent of digital users select their own banker and 78 percent will wait for their primary banker, reinforcing continuity and trust. During a large-scale migration, AI handled more than half of incoming inquiries without human assistance Unlike session-based chat or generic bots, Lynq by Agent IQ is designed for relationship continuity, governed AI, and omnichannel conversations in one place. The result is a modern digital service experience that improves efficiency today while building loyalty, product adoption, and lifetime value beyond the branch. #### Who Is the Company Behind Agent IQ? - **Seller:** [Agent IQ](https://www.g2.com/sellers/agent-iq) - **Company Website:** agentiq.com - **Year Founded:** 2015 - **HQ Location:** Austin, US - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=9cbfb213a98f7f1561433c04f5b8b81d073d568d251ec6c7feded117181c9356&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fagent-iq&secure%5Burl_type%5D=linkedin_company_website) 33 employees on LinkedIn® ### [Aktok Livechat](https://www.g2.com/products/aktok-livechat/reviews) Aktok Live Chat is a modern real-time communication solution designed to help businesses connect instantly with website visitors, capture qualified leads, and deliver exceptional customer support. Built as part of the Aktok automation ecosystem, Live Chat combines intelligent automation with human interaction to create faster, more personalized customer experiences. With Aktok Live Chat, businesses can engage visitors at the right moment, answer questions instantly, and guide prospects smoothly from first interaction to conversion. The platform centralizes conversations, visitor insights, and team collaboration into one easy-to-manage workspace, ensuring no opportunity is missed. Designed for sales, marketing, and support teams, Aktok Live Chat enables companies to respond faster, improve customer satisfaction, and build stronger relationships through real-time engagement. Benefits for Your Business: Increase website engagement and lead generation Provide instant customer support and assistance Improve sales conversions through real-time interaction Reduce support workload with automation Deliver consistent omnichannel customer experiences #### Who Is the Company Behind Aktok Livechat? - **Seller:** [AKTOK](https://www.g2.com/sellers/aktok) - **Year Founded:** 2020 - **HQ Location:** Toronto, CA - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=e37f007ab32e74d7fea0151801b4e118e4b240c28e36617f92d864e0e50e8089&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Faktok-inc%2F&secure%5Burl_type%5D=linkedin_company_website) 18 employees on LinkedIn® ### [All-In-One Messenger for Small and Medium Businesses](https://www.g2.com/products/all-in-one-messenger-for-small-and-medium-businesses/reviews) ChatWerk is an all-in-one messaging platform designed specifically for small and medium-sized enterprises . It consolidates various communication channels—including WhatsApp, Facebook Messenger, Telegram, Google Business Messages, Instagram, and web chat—into a single, user-friendly inbox. This integration enables businesses to manage customer interactions more efficiently, ensuring no inquiry goes unnoticed. With ChatWerk, companies can enhance their customer engagement, streamline communication processes, and maintain compliance with data protection regulations. Key Features and Functionality: - Unified Messaging Inbox: Centralizes multiple messaging platforms into one interface, allowing businesses to handle all customer communications seamlessly. - Team Collaboration: Supports multiple users with individual logins, enabling teams to collaborate effectively on customer inquiries. - Automated Responses: Offers autoresponders and chatbots to manage customer interactions outside of business hours, ensuring continuous engagement. - GDPR Compliance: Ensures all communications are 100% compliant with data protection regulations, safeguarding customer information. - Multi-Device Accessibility: Provides applications for desktop, tablet, and smartphone, allowing businesses to stay connected with customers from any device. Primary Value and Solutions: ChatWerk addresses the challenge SMEs face in managing multiple communication channels by providing a centralized platform that simplifies customer interactions. By integrating various messengers into one inbox, it ensures that businesses never miss a customer inquiry, leading to improved customer satisfaction and loyalty. The platform's automation features reduce response times and operational workload, while its compliance with data protection laws offers peace of mind regarding customer data security. Ultimately, ChatWerk empowers SMEs to enhance their customer service capabilities, streamline communication processes, and drive business growth. #### Who Is the Company Behind All-In-One Messenger for Small and Medium Businesses? - **Seller:** [ChatWerk](https://www.g2.com/sellers/chatwerk) - **Year Founded:** 2021 - **HQ Location:** Nürnberg, DE - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=1e52e364fd4c85ae9e90fe093025d89546f060468a07570416a6383f2ff0ccbe&secure%5Burl%5D=http%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fchatwerk&secure%5Burl_type%5D=linkedin_company_website) 9 employees on LinkedIn® ### [AnswerChat](https://www.g2.com/products/answerchat/reviews) AnswerChat is a customer service software that helps to track websites and visitor's statistics. #### Who Is the Company Behind AnswerChat? - **Seller:** [Alpha Media](https://www.g2.com/sellers/alpha-media) - **HQ Location:** N/A - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=7886df2ed926834e5eb248c77dcfa8e5c815d3ab1f0fe3132ced0dba45868834&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2FNo-Linkedin-Presence-Added-Intentionally-By-DataOps&secure%5Burl_type%5D=linkedin_company_website) 1 employees on LinkedIn® ### [AsisteClick.com Messenger For Business](https://www.g2.com/products/asisteclick-com-messenger-for-business/reviews) A collaborative customer support platform. Chat with customers from your website, eMail, Twitter, Facebook Page and Facebook Messenger. Chat with your team: \* 1-on-1: Every user can start a private conversation with another user \* Private groups: Need to work a project? Create a private group and add team members to chat with \* Departments: For every department you setup there is a room where members can share things \* Mentions: Type @ and the name of any teammate to send a mention with a special alert \* Emojis: Easily add emojis to replies and give them a personal touch. \* Easy to implement: Just create your free account and add your team members. \* Collaborators: Invite all your employees to the platform and unleash the collaborative work. \* Send files: Share documents, contracts, PDFs, images and any type of files with your teammates. \* Mark as unread: Need to get back to a chat? Mark it as unread and it will be activated as pending. \* Chat even when offline: Users receive new messages while they were offline as soon as they login into the platform. \* iPhone & Android App: Stay online and collaborate with teammates even when you are on the go using your iPhone or Android. \* Fanatical support: Our support team is always ready to help you in English, Spanish and Portuguese. Website live chat: \* Chat transfers: Agents can transfer chat to other agents or escalate requests to users from different departments. \* Scroll to chat history: During a chat session just scroll up to see previous chat history on the same window. \* Tags: Classify chats in tags to easily identify and group chats in the future. \* Shortcuts: Create a knowledge base of frequently asked questions and pick replies instead of typing. \* Triggers: Send automated chat invitations based on rules and visitor's behaviour. \* Screenshot capture: Take a look at your customer's screen to offer a better support. \* Transcript by email: You can always email the chat transcript to the customer after a session. \* Easy to implement: Just copy & paste a tiny HTML code on your pages and that's it. \* Chat to ticket: Need to continue support after a chat session? Create a ticket from chat. \* Offline to ticket: When no agents are online chat requests are converted into tickets so you reply when you login. \* Emojis: Both agents and customers can combine text with emojis. \* Send files: Share documents, contracts, PDFs, images and any type of files with your customers. \* Custom fields: Need more information about your customers? Just add custom fields to the chat request form. \* Custom colors: Easily adapt chat window colors to match your business image. \* iPhone & Android App: Stay online and provide support even when you are on the go using your iPhone or Android. \* Fanatical support: Our support team is always ready to help you in English, Spanish and Portuguese. Multichannel customer support: \* Multichannel platform: Provide support to multilpe channels from a single platform. \* Twitter: Integrate with your Twitter account and reply to direct messages and mentions. \* eMail to ticket: Forward customer support emails to the platform and convert them into conversations. \* Chat to ticket: Need to continue support after a chat session? Create a ticket from chat. \* Offline to ticket: When no agents are online chat requests are converted into tickets so you reply when you login. \* Manual ticket: Need to continue support after a phone call? Create a manual ticket. \* Conversational eMails: Convert those boring emails into nice looking conversations with chat bubbles. \* Internal notes: Add private notes to tickets for internal use or when assigning a ticket to other user. \* Assign tickets: You can assign tickets to a particular user or to a whole department. \* Search with ease: Filter out tickets by user, priority, tags, customer, subject or ticket ID. \* Easy to implement: Just forward your current customer support emails to our platform to integrate them into a shared inbox. \* Web chat: Your customes can contact you in real right from your website. \* Facebook Page & Facebook Messenger: Integrate with your Facebook account and reply messages sent through your Facebook Page and customers using Facebook Messenger. \* Avoid collisions: Visual alerts let you know who is working on which tickets. \* Tags: Classify tickets in tags to easily identify and group chats in the future. \* Shortcuts: Create a knowledge base of frequently asked questions and pick replies instead of typing. \* Emojis: Easily add emojis to ticket replies and give them a personal touch. \* File attachments: Share documents, contracts, PDFs, images and any type of files with your customers and teammates. \* Priority auto update: Setup service level agreements and when a ticket should be scaled to medium or high priority. \* Mentions: Type @ and the name of any teammate to send a mention with a special alert. \* iPhone & Android App: Stay online and provide support even when you are on the go using your iPhone or Android. \* Fanatical support: Our support team is always ready to help you in English, Spanish and Portuguese. #### Who Is the Company Behind AsisteClick.com Messenger For Business? - **Seller:** [AsisteClick.com](https://www.g2.com/sellers/asisteclick-com) - **Year Founded:** 2015 - **HQ Location:** Buenos Aires, AR - **Twitter:** @asisteclick 154 Twitter followers - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=0bad7fe3dc966af13103f1177352da47e326fc854be950356e7ae966a11a2d51&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fasisteclick.com&secure%5Burl_type%5D=linkedin_company_website) 11 employees on LinkedIn® ### [AskSpot](https://www.g2.com/products/askspot-io-askspot/reviews) AskSpot is a type of AI agent platform that helps e-commerce businesses automate customer service operations across live chat, email, and marketplace inboxes. The platform is designed for online retailers and e-commerce teams that handle high volumes of customer inquiries related to products, orders, delivery, returns, and payments. It integrates with existing e-commerce infrastructure - including storefronts, order management systems, ERPs, helpdesk tools, and marketplace inboxes - to resolve customer queries without human involvement. AskSpot consists of two core components: 1. The Chat Agent embeds on a website and responds to customer questions in real time, pulling data from product feeds, order records, and knowledge bases to generate accurate, context-specific answers. 2. The Inbox Agent connects to helpdesk platforms and marketplace inboxes, reads incoming tickets, classifies request types, fetches relevant data from connected systems, and either resolves tickets automatically or generates draft replies for human agents to review. Key features and capabilities: - AI-powered product guidance - answers detailed product questions, provides category-specific purchase advice, and handles queries from product pages using live catalogue data - Order management automation - checks order status, processes address changes, handles cancellations, return requests, and payment retries directly within the chat or inbox - Helpdesk ticket processing - classifies, prioritises, categorises, and resolves incoming support tickets; generates draft replies saving agent handling time - Multilingual support - handles customer interactions in 20+ languages using generative AI, without rule-based translation workflows - Multi-channel coverage - operates across website chat, email helpdesks, and marketplace inboxes including Allegro and Amazon - API-based integrations - connects to any e-commerce platform, ERP, or OMS that exposes an API, including IdoSell, Shopify, Thulium, and FreshDesk AskSpot uses a multi-model AI architecture that selects the appropriate model based on query type. Responses are generated from the merchant's own data rather than general AI knowledge, reducing the risk of inaccurate or fabricated answers. The platform is hosted on Microsoft Azure and includes a GDPR-compliant data processing agreement as standard. Pricing is pay-per-use, based on resolved conversations and processed tickets. **Average Rating:** 5.0/5.0 **Total Reviews:** 1 #### Who Is the Company Behind AskSpot? - **Seller:** [AskSpot.io](https://www.g2.com/sellers/askspot-io) - **HQ Location:** 31-864, al. Jana Pawła II 43b, Cracow, Poland - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=bb965abe03948024b56ae1f5f130c38df2ba9794e4aa256b9900c8eaf9aba114&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Faskspot%2F&secure%5Burl_type%5D=linkedin_company_website) 1 employees on LinkedIn® #### Who Uses This Product? - **Company Size:** 100% Medium #### What Are Recent G2 Reviews of AskSpot? **["Great chatbot! Highly recommend!"](https://www.g2.com/survey_responses/askspot-review-12867117)** **Rating:** 5.0/5.0 stars _— Joanna C._ [Read full review](https://www.g2.com/survey_responses/askspot-review-12867117) ### [Atlasmic](https://www.g2.com/products/atlasmic/reviews) Atlasmic is the platform of live chat, business messenger, sales, inbound marketing and analytics – everything you need to run a modern business online. #### Who Is the Company Behind Atlasmic? - **Seller:** [Atlasmic](https://www.g2.com/sellers/atlasmic) - **Year Founded:** 2020 - **HQ Location:** Vilnius, LT - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=15b9603f3bab6595b9c434176b8acf45131e90244c624caa3e7f98a6ca82dad7&secure%5Burl%5D=http%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fatlasmic&secure%5Burl_type%5D=linkedin_company_website) 1 employees on LinkedIn® ### [B2Chat: Omnichannel Communication platform for businesses](https://www.g2.com/products/b2chat-omnichannel-communication-platform-for-businesses/reviews) B2Chat is a comprehensive customer service solution that unifies WhatsApp, Facebook Messenger, Instagram, Telegram, and LiveChat into a single interface. Ideal for small, medium, and large enterprises looking to increase sales and customer satisfaction. Key features: Centralized management of multiple communication channels Real-time monitoring and advanced analytics Automated responses and message customization Mass interactive marketing campaigns Contact and lead management Operating in 19 countries, B2Chat offers a secure platform with 98.8% uptime, backed by over 600 satisfied clients. #### Who Is the Company Behind B2Chat: Omnichannel Communication platform for businesses? - **Seller:** [B2Chat](https://www.g2.com/sellers/b2chat) - **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=2ff3628c6b6d534d97cd089b74979996240b77af5c134856c8ff68f4b09cc9d1&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fb2chat-eu%2F&secure%5Burl_type%5D=linkedin_company_website) 5 employees on LinkedIn® ### [Binotel LLC](https://www.g2.com/products/binotel-llc/reviews) Binotel LLC offers business communication and customer management solutions primarily in Ukraine and Kazakhstan. Its core service is a virtual PBX system that integrates company phone numbers into a single network, handling call routing, recording, and analytics to manage incoming and outgoing communications. Additional products include Smart CRM for automating lead tracking and sales processes, with integrations to Binotel telephony, Nova Poshta, Viber, Telegram, Apix-Drive, Make, and Zapier, plus a public API for custom connections. Other tools encompass call tracking to evaluate advertising performance, online chat for website interactions, and specialized CRM for service industries like salons. The platform supports scalability for various business sizes, focusing on operational efficiency in areas such as retail, hospitality, and professional services. #### Who Is the Company Behind Binotel LLC? - **Seller:** [Binotel LLC](https://www.g2.com/sellers/binotel-llc) - **Year Founded:** 2011 - **HQ Location:** Kyiv, Ukraine - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=8303be71f49a7a342bed75ee82e604485cf599b5f414c4600d247f7b375533b0&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fproducts%2Fbinotel-smartcrm%2F&secure%5Burl_type%5D=linkedin_company_website) 305 employees on LinkedIn® ### [Birdychat](https://www.g2.com/products/birdychat/reviews) Birdychat - Telegram based live chat widget that sends messages directly from your website to Telegram without requiring visitors to install Telegram or create an account. It combines seamless, real-time communication with easy setup and customization, making it ideal for freelancers, solopreneurs and micro businesses who want fast, direct conversations without complicated tools. #### Who Is the Company Behind Birdychat? - **Seller:** [Birdychat](https://www.g2.com/sellers/birdychat) - **HQ Location:** N/A - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=7886df2ed926834e5eb248c77dcfa8e5c815d3ab1f0fe3132ced0dba45868834&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2FNo-Linkedin-Presence-Added-Intentionally-By-DataOps&secure%5Burl_type%5D=linkedin_company_website) 1 employees on LinkedIn® ### [Bleeper](https://www.g2.com/products/bleeper/reviews) Bleeper is a live chat software tool with help desk functionality. Bleeper was developed for small business owners, customer support, sales and marketing teams.Increase your customer engagement with Bleeper's live chat tool by providing instant answers to their questions. Proactively reach out to prospects browsing your website and help them decide which product or service is right for them. Bleeper live chat has helped over 60,000 large and small companies,increase the growth of their online businesses. Bleeper live chat offers enterprise level features, such as chatbots, Salesforce integration and a customer support ticketing system, all at a price that even the smallest start-up can afford. #### Who Is the Company Behind Bleeper? - **Seller:** [Bleeper](https://www.g2.com/sellers/bleeper) - **HQ Location:** N/A - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=7886df2ed926834e5eb248c77dcfa8e5c815d3ab1f0fe3132ced0dba45868834&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2FNo-Linkedin-Presence-Added-Intentionally-By-DataOps&secure%5Burl_type%5D=linkedin_company_website) 1 employees on LinkedIn® ### [BlueTweak](https://www.g2.com/products/bluetweak/reviews) BlueTweak is an omnichannel customer support platform built for support teams and contact centres managing high volumes of customer interactions across multiple channels. With more than 20 years of experience, BlueTweak serves clients from multiple industries like: airline & aviation, e-commerce, traditional call centers or BPO, technology, public sectors, finance and more. The platform brings voice, email, live chat, webforms, social messaging, and WhatsApp into a single agent workspace, so teams handle every interaction without switching between disconnected tools. Every interaction is automatically converted into a trackable support ticket, giving managers full visibility into queues, workloads, and resolution status across the operation. BlueTweak combines omnichannel support with AI features designed to reduce manual work at every stage of the workflow: automatic ticket classification and routing, sentiment analysis, AI-generated ticket summaries, suggested replies, call transcription, and voicebot and chatbot capabilities. A shared knowledge base powers AI-suggested replies and bot flows, keeping responses consistent across channels and reducing training time for new agents. Beyond handling interactions, the platform includes workforce management, analytics and reporting, quality assurance, customer surveys, and multilingual support with real-time translation across chat, email, and voice, making it suitable for teams serving customers across multiple markets. BlueTweak is designed for medium to large businesses in e-commerce, telecom, healthcare, finance, public sector, and BPO environments. It supports cloud and on-premise deployment and integrates with existing systems via open APIs. BlueTweak is designed to offer exceptional support through the multitude of already present features for enhancement of agents, and unifying everything in one place, without disrupting day-to-day businesses. #### Who Is the Company Behind BlueTweak? - **Seller:** [BlueTweak](https://www.g2.com/sellers/bluetweak) - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=8c43a7048734fe0d693f40ec247b86964a16c8b22ca9989a3816f448c6f529ec&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fbluetweak%2F&secure%5Burl_type%5D=linkedin_company_website) ### [Botcopy](https://www.g2.com/products/botcopy/reviews) The Dialogflow web chat SaaS you need to transform your service the smart way and save oceans of time and money while making customers & employees happy. Build a rich, custom web chat UI for your Dialogflow agent in seconds. Botcopy SaaS is your hub for connecting Dialogflow to your website, organizing your bots, and skinning and designing the look and feel of your bots. Botcopy's advanced features and flexibility put you in total control of your Dialogflow web chat. Botcopy is the choice of the Fortune 500. Users include Riot Games, Genentech, Century 21, NYU, CA.gov, Moneygram, thousands more of all sizes the world over. Botcopy is a certified Google Cloud Partner and A+ Rated BBB company. Free Trial! #### Who Is the Company Behind Botcopy? - **Seller:** [Botcopy](https://www.g2.com/sellers/botcopy) - **Year Founded:** 2017 - **HQ Location:** Los Angeles, US - **Twitter:** @botcopyInc 108 Twitter followers - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=42156183f7853e1d2d70cadb79d555052281073f2815dd06c9ff059555870554&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fbotcopy%2F&secure%5Burl_type%5D=linkedin_company_website) 27 employees on LinkedIn® ### [BoxedChat](https://www.g2.com/products/boxedchat/reviews) Boxed.chat helps businesses connect with website visitors through a simple, modern live chat widget. Install it in minutes to answer questions, capture leads, and provide real-time customer support. Built for teams that want an easy-to-use alternative to bloated chat platforms, Boxed.chat focuses on fast setup, a clean interface, and conversations that help convert visitors into customers. #### Who Is the Company Behind BoxedChat? - **Seller:** [Boxed.chat](https://www.g2.com/sellers/boxed-chat) - **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=2cf6682dc91df823876e80b81f9a65843ea45ce40ef8d53de5caf81a4c0d85d2&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fboxed-chat%2F&secure%5Burl_type%5D=linkedin_company_website) 1 employees on LinkedIn® ### [Brexa](https://www.g2.com/products/brexa/reviews) Brexa is the simplest CRM for sales, appointment scheduling, invoicing, Live chat & customer management. **Average Rating:** 4.5/5.0 **Total Reviews:** 1 #### Who Is the Company Behind Brexa? - **Seller:** [Brexa](https://www.g2.com/sellers/brexa) - **Year Founded:** 2022 - **HQ Location:** Tampa, IN - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=a0beb23aea84639bafdad1c0b2c88aae7a0ba5fe06331cee58ff203a4a0bf58d&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fbrexa%2F&secure%5Burl_type%5D=linkedin_company_website) 41 employees on LinkedIn® #### Who Uses This Product? - **Company Size:** 100% Small #### What Are Recent G2 Reviews of Brexa? **["Efficient tool to manage your business"](https://www.g2.com/survey_responses/brexa-review-9821024)** **Rating:** 4.5/5.0 stars _— Julian D._ [Read full review](https://www.g2.com/survey_responses/brexa-review-9821024) - [‹ Prev‹ Prev](/categories/live-chat?hsCtaTracking=67a0661a-28db-4f6f-b899-ce9142b9978b%7C3ff823bf-88c5-44b6-a25b-5ed9eeece494&order=g2_score&page=23#product-list) - [1](/categories/live-chat?hsCtaTracking=67a0661a-28db-4f6f-b899-ce9142b9978b%7C3ff823bf-88c5-44b6-a25b-5ed9eeece494&order=g2_score#product-list) - [2](/categories/live-chat?hsCtaTracking=67a0661a-28db-4f6f-b899-ce9142b9978b%7C3ff823bf-88c5-44b6-a25b-5ed9eeece494&order=g2_score&page=2#product-list) - … - [20](/categories/live-chat?hsCtaTracking=67a0661a-28db-4f6f-b899-ce9142b9978b%7C3ff823bf-88c5-44b6-a25b-5ed9eeece494&order=g2_score&page=20#product-list) - [21](/categories/live-chat?hsCtaTracking=67a0661a-28db-4f6f-b899-ce9142b9978b%7C3ff823bf-88c5-44b6-a25b-5ed9eeece494&order=g2_score&page=21#product-list) - [22](/categories/live-chat?hsCtaTracking=67a0661a-28db-4f6f-b899-ce9142b9978b%7C3ff823bf-88c5-44b6-a25b-5ed9eeece494&order=g2_score&page=22#product-list) - [23](/categories/live-chat?hsCtaTracking=67a0661a-28db-4f6f-b899-ce9142b9978b%7C3ff823bf-88c5-44b6-a25b-5ed9eeece494&order=g2_score&page=23#product-list) - 24 - [25](/categories/live-chat?hsCtaTracking=67a0661a-28db-4f6f-b899-ce9142b9978b%7C3ff823bf-88c5-44b6-a25b-5ed9eeece494&order=g2_score&page=25#product-list) - [26](/categories/live-chat?hsCtaTracking=67a0661a-28db-4f6f-b899-ce9142b9978b%7C3ff823bf-88c5-44b6-a25b-5ed9eeece494&order=g2_score&page=26#product-list) - [27](/categories/live-chat?hsCtaTracking=67a0661a-28db-4f6f-b899-ce9142b9978b%7C3ff823bf-88c5-44b6-a25b-5ed9eeece494&order=g2_score&page=27#product-list) - [28](/categories/live-chat?hsCtaTracking=67a0661a-28db-4f6f-b899-ce9142b9978b%7C3ff823bf-88c5-44b6-a25b-5ed9eeece494&order=g2_score&page=28#product-list) - … - [30](/categories/live-chat?hsCtaTracking=67a0661a-28db-4f6f-b899-ce9142b9978b%7C3ff823bf-88c5-44b6-a25b-5ed9eeece494&order=g2_score&page=30#product-list) - [31](/categories/live-chat?hsCtaTracking=67a0661a-28db-4f6f-b899-ce9142b9978b%7C3ff823bf-88c5-44b6-a25b-5ed9eeece494&order=g2_score&page=31#product-list) - [Next ›Next ›](/categories/live-chat?hsCtaTracking=67a0661a-28db-4f6f-b899-ce9142b9978b%7C3ff823bf-88c5-44b6-a25b-5ed9eeece494&order=g2_score&page=25#product-list) Spotlight Categories [SEO Tools](https://www.g2.com/categories/seo-tools) [Project Management Software](https://www.g2.com/categories/project-management) [Travel Management Solutions](https://www.g2.com/categories/travel-management) [Customer Data Platforms (CDP)](https://www.g2.com/categories/customer-data-platform-cdp) [Generative AI Infrastructure Software](https://www.g2.com/categories/generative-ai-infrastructure) 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.