# Best Live Chat Software *By [Jeffrey Lin](https://research.g2.com/insights/author/jeffrey-lin)* Live chat software enables businesses to connect instantly with website visitors through real-time chat interfaces, allowing customer service teams to provide immediate support, proactively engage visitors with timed pop-up windows, and create seamless conversational experiences that improve customer satisfaction and increase conversion rates. ### Core Capabilities of Live Chat Software To qualify for inclusion in the Live Chat category, a product must: - Provide instant messaging capabilities between customer service representatives and website visitors - Allow chat windows to either initiate conversation or live independently on a website for potential inquiries ### Common Use Cases for Live Chat Software Customer service and sales teams use live chat software to engage visitors and resolve issues in real time across websites and digital touchpoints. Common use cases include: - Providing immediate support for product questions, technical issues, and website navigation - Proactively engaging high-intent visitors with timed chat prompts to increase purchase likelihood - Reducing response times compared to ticket-based support systems to improve first-contact resolution rates ### How Live Chat Software Differs from Other Tools Live chat functionality is often packaged within broader platforms including [e-commerce platforms](https://www.g2.com/categories/e-commerce-platforms), [help desk software](https://www.g2.com/categories/help-desk), and [digital customer service software](https://www.g2.com/categories/digital-customer-service-platforms). It also serves stand out as a core feature and foundation for AI-powered tools such as [chatbots](https://www.g2.com/categories/chatbots), [conversational support software](https://www.g2.com/categories/conversational-support), and [customer service automation software](https://www.g2.com/categories/customer-service-automation). ### Insights from G2 on Live Chat Software Based on category trends on G2, ease of setup and proactive chat engagement features stand out as standout capabilities. These platforms deliver reductions in response time and improved customer satisfaction scores as primary outcomes of adoption. ## How Many Live Chat Software Products Does G2 Track? **Total Products under this Category:** 457 ### Category Stats (May 2026) - **Average Rating**: 4.46/5 (↓0.01 vs Apr 2026) - **New Reviews This Quarter**: 365 - **Buyer Segments**: Small-Business 60% │ Mid-Market 32% │ Enterprise 8% - **Top Trending Product**: SparrowDesk (+0.053) *Last updated: May 13, 2026* ## How Does G2 Rank Live Chat Software Products? **Why You Can Trust G2's Software Rankings:** - 30 Analysts and Data Experts - 93,900+ Authentic Reviews - 457+ 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. ## Top Live Chat Software at a Glance | # | Product | Rating | Best For | What Users Say | |---|---------|--------|----------|----------------| | 1 | [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) | 4.3/5.0 (6,545 reviews) | Scalable omnichannel ticket operations | "[Centralized Support with Superior AI and Reporting](https://www.g2.com/survey_responses/zendesk-for-customer-service-review-12546445)" | | 2 | [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) | 4.4/5.0 (6,936 reviews) | Salesforce-centered service operations | "[Agentforce Service Simplifies Customer Support and Team Workflows](https://www.g2.com/survey_responses/agentforce-service-formerly-salesforce-service-cloud-review-12813849)" | | 3 | [Fin](https://www.g2.com/products/fin/reviews) | 4.5/5.0 (3,688 reviews) | Knowledge-base AI support deflection | "[Seamless Integrations, Easy Workflows, and Smooth AI for Ticket Management](https://www.g2.com/survey_responses/fin-review-12807719)" | | 4 | [Zoho Desk](https://www.g2.com/products/zoho-desk/reviews) | 4.4/5.0 (7,337 reviews) | Omnichannel help desk automation | "[Zoho Desk: Flexible, Cost-Effective Help Desk with Strong Automation and Integrations](https://www.g2.com/survey_responses/zoho-desk-review-12800573)" | | 5 | [Podium](https://www.g2.com/products/podium/reviews) | 4.6/5.0 (2,012 reviews) | Local business messaging and review capture | "[Podium Keeps Closing the Gap High-Tech Documentation Meets High-Touch Service](https://www.g2.com/survey_responses/podium-review-12566301)" | | 6 | [WhatsApp Business Platform](https://www.g2.com/products/whatsapp-business-platform/reviews) | 4.6/5.0 (220 reviews) | WhatsApp-based customer conversation scale | "[Instant, Personal Customer Messaging with Rich Replies](https://www.g2.com/survey_responses/whatsapp-business-platform-review-12726026)" | | 7 | [Birdeye](https://www.g2.com/products/birdeye/reviews) | 4.7/5.0 (3,934 reviews) | Reputation-led customer messaging | "[Easy Review Management Across Locations with a Simple, Actionable Dashboard](https://www.g2.com/survey_responses/birdeye-review-12726719)" | | 8 | [HubSpot Service Hub](https://www.g2.com/products/hubspot-service-hub/reviews) | 4.4/5.0 (2,815 reviews) | CRM-connected support and self-service | "[Always Improving Customer Service Software](https://www.g2.com/survey_responses/hubspot-service-hub-review-6554029)" | | 9 | [Qualified](https://www.g2.com/products/qualified/reviews) | 4.9/5.0 (1,466 reviews) | AI SDR website meeting conversion | "[Qualified turns our high-intent website traffic into real pipeline](https://www.g2.com/survey_responses/qualified-review-12724502)" | | 10 | [Tidio](https://www.g2.com/products/tidio/reviews) | 4.6/5.0 (1,841 reviews) | Website chat automation for lead capture | "[Easy setup, Lyro AI, and custom flows make Tidio great for customer support](https://www.g2.com/survey_responses/tidio-review-11581687)" | ## Which Live Chat Software Is Best for Your Use Case? - **Leader:** [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) - **Highest Performer:** [Chatway Live Chat](https://www.g2.com/products/chatway-chatway-live-chat/reviews) - **Easiest to Use:** [Gladly](https://www.g2.com/products/gladly/reviews) - **Top Trending:** [HighLevel](https://www.g2.com/products/highlevel/reviews) - **Best Free Software:** [Fin](https://www.g2.com/products/fin/reviews) ## Which Type of Live Chat Software Tools Are You Looking For? - [Live Chat Software](https://www.g2.com/categories/live-chat) *(current)* - [Customer Self-Service Software](https://www.g2.com/categories/customer-self-service) - [Help Desk Software](https://www.g2.com/categories/help-desk) - [Chatbots Software](https://www.g2.com/categories/chatbots) --- **Sponsored** ### Comm100 Comm100 is a global provider of AI-powered omnichannel customer support software designed to help organizations across commercial, government, and nonprofit sectors deliver seamless and consistent customer service. With a diverse clientele that includes notable names such as Rackspace, Stanford University, and Global Affairs Canada, Comm100 provides a robust platform that integrates multiple communication channels, ensuring that users can engage with their customers effectively, regardless of the medium. The Comm100 platform consolidates various support channels, including live chat, email, social media, secure messaging, and self-service resources, into a single, unified experience. This integration enhances visibility and streamlines workflows, allowing support teams to manage conversations efficiently and respond to inquiries promptly. By centralizing interactions, organizations can maintain a consistent service level across different channels, catering to a wide range of audiences and handling varying interaction volumes without compromising quality. One of the standout features of Comm100 is its advanced AI capabilities, which are woven throughout the platform to boost both productivity and performance for support teams. The software includes agentic tools designed to assist with routine interactions, enabling human agents to focus on more complex inquiries. Additionally, AI-driven quality assurance mechanisms help uphold service standards, while data-driven insights provide valuable information on trends and performance gaps. These features support continuous improvement initiatives, allowing organizations to refine their customer service strategies over time. Comm100 is built with flexibility, reliability, and scalability in mind, making it suitable for organizations operating in complex service environments that demand high levels of security, compliance, and uptime. The platform is adaptable to various operational models, ensuring that organizations can maintain stability and governance while meeting their unique service requirements. This adaptability is crucial for organizations looking to enhance their customer engagement strategies without sacrificing control or oversight. By combining intelligent automation with human-led service, Comm100 empowers organizations to foster stronger customer relationships, improve productivity, and achieve superior support outcomes at scale. This balanced approach not only helps organizations meet increasing service expectations but also supports long-term strategies for resilience and growth. Furthermore, leadership teams can leverage reliable analytics and actionable insights to measure performance, optimize resources, and make informed decisions across channels and teams, ultimately enhancing the overall customer experience in today’s dynamic digital landscape. [Visit website](https://www.g2.com/external_clickthroughs/record?secure%5Bad_program%5D=ppc&secure%5Bad_slot%5D=category_product_list&secure%5Bcategory_id%5D=191&secure%5Bdisplayable_resource_id%5D=191&secure%5Bdisplayable_resource_type%5D=Category&secure%5Bmedium%5D=sponsored&secure%5Bplacement_reason%5D=page_category&secure%5Bplacement_resource_ids%5D%5B%5D=191&secure%5Bprioritized%5D=false&secure%5Bproduct_id%5D=2892&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%3D41&secure%5Btoken%5D=b7bb387514fb475efa67398526889a5f9c74d79dab75321f46e15355fddf5349&secure%5Burl%5D=https%3A%2F%2Fwww.comm100.com%2Fplatform%2Flivechat%2F%3Futm_campaign%3Dgeneric_g2_live_chat_na_26-04%26utm_content%3Dlive_chat_product_page%26utm_source%3Dreviews-paid%26utm_medium%3Dg2&secure%5Burl_type%5D=custom_url) --- ## Buyer Guide: Key Questions for Choosing Live Chat Software Software ### What does Live Chat Software do? When I explain live chat software, I frame it as a system that helps businesses manage real-time conversations with customers and prospects. These platforms bring chat routing, shared inboxes, visitor context, common answers, support workflows, sales conversations, and customer records into one place. Instead of handling chats through disconnected tools or delayed follow-ups, teams can respond faster, manage requests more clearly, and connect conversations to broader support, sales, chatbot, ticketing, social messaging, and CRM workflows. ### Why do businesses use Live Chat Software? From the G2 reviewer patterns I evaluated, businesses use Live Chat Software because customer conversations can become difficult to manage across websites, messaging channels, support queues, and sales follow-ups. Users often point to missed inquiries, slow responses, scattered context, and manual handoffs as problems these tools help reduce. Common benefits include: - Faster responses to customer questions and website inquiries. - Centralized conversations across chat, email, social, and messaging channels. - Automation for repetitive questions, follow-ups, and routing. - Integrations with CRM, ticketing, and help desk systems. - Better visibility into leads, visitors, requests, and customer history. ### Who uses Live Chat Software primarily? After I evaluated G2 reviewer roles, I found support across frontline, operational, and leadership users: - **Customer support teams** handle service questions, tickets, and escalations. - **Customer success teams** respond to account needs and ongoing issues. - **Sales teams** capture leads, qualify visitors, and manage follow-ups. - **Marketing teams** connect campaigns, landing pages, and website engagement. - **Administrators** configure workflows, permissions, automations, and integrations. - **Owners and executives** monitor customer experience and team efficiency. ### What types of Live Chat Software should I consider? From G2 reviewer descriptions, several product types appear: - **Website chat tools** for visitor conversations and lead capture. - **AI chatbot and agent platforms** that automate responses and gather context. - **Help desk chat systems** that connect conversations with tickets and knowledge resources. - **Omnichannel messaging platforms** for chat, email, social, WhatsApp, and related channels. - **CRM-connected chat tools** for sales pipelines and customer records. - **Contact center platforms** with routing and agent management. ### What are the core features to look for in Live Chat Software? When I break down G2 reviews for this category, I look closely at the themes users repeatedly mention: - A simple chat widget and straightforward setup that help teams launch live chat quickly. - Automation, bots, and AI-assisted responses that help handle common questions at scale. - Human handoff, routing, and escalation controls that help move conversations from automation to the right agent. - Integrations with CRM, help desk, email, and messaging platforms that help connect chat activity to customer records and support workflows. - Visitor tracking and customer context that help agents understand who they are speaking with and respond more effectively. - Ticketing, conversation history, and shared inbox workflows that help support teams manage conversations together. - Reporting and dashboards that help teams monitor chat volume, response times, resolution rates, and team performance. - Customization controls for branding, workflows, languages, and permissions that help teams tailor live chat to their customer experience. ### What trends are shaping Live Chat Software right now? Based on the G2 reviewer sentiment I evaluated, several trends stood out: - **AI agents and chatbots** are advancing toward faster, more conversational response quality. - **Escalation design is gaining attention** as the handoff between automation and human support becomes a key satisfaction driver. - **Omnichannel coverage is broadening** as teams unify chat alongside email, social, and messaging apps. - **CRM and help desk integrations are deepening** as teams expect conversations to feed directly into action. - **Setup simplicity is influencing adoption** as buyers prioritize platforms that deploy without heavy configuration. - **Reporting depth, customization flexibility, and mobile functionality** are emerging as differentiators in competitive evaluations. ### How should I choose Live Chat Software? For me, the strongest Live Chat Software fit depends on conversation volume, channel mix, automation needs, and the systems your team already uses. I would prioritize tools reviewers praise for ease of setup, reliable integrations, clear routing, useful automation, and responsive support. I would also examine concerns around learning curve, reporting flexibility, mobile depth, pricing, and AI-to-agent escalation before making a final choice. --- ## What Are the Top-Rated Live Chat Software Products in 2026? ### 1. [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) **Average Rating:** 4.3/5.0 **Total Reviews:** 6,545 **Why buyers love it?:** Zendesk for Customer Service showed a consistent pattern around mature, centralized support operations. Reviewers highlight ticket management, macros, triggers, app integrations, SLA visibility, and a unified workspace for email, chat, and other channels. I saw its strongest use case in support teams that need repeatable processes for high-volume customer inquiries. Users value the clean interface and automation depth, and they also cite report complexity, slowdowns under heavier workloads, pricing concerns, and limits tied to higher-tier features. The product comes across as a broad support system for teams that need structure, routing, and workflow control. ### What Do G2 Reviewers Say About Zendesk for Customer Service? *AI-generated summary from verified user reviews* **Pros:** - Users find Zendesk for Customer Service to be **easy to use** , appreciating seamless workflows and efficient ticket management. - Users value the **seamless workspaces and usability improvements** of Zendesk, enhancing the efficiency of their support systems. - Users value Zendesk for its **efficient customer support management** , enabling quick responses and organized query handling. - Users love the **efficient organization** of Zendesk, enhancing response times and overall customer service experience. - Users appreciate the **easy-to-use interface and effective ticket tagging** for managing customer concerns efficiently. **Cons:** - Users are frustrated by the **missing features** in Zendesk, limiting customization and comprehensive ticket management. - Users note a **steep learning curve** with Zendesk, particularly when setting up advanced features and integrations. - Users are frustrated by **limited features** in Zendesk, including outdated UI and advanced functionalities locked behind higher-tier plans. - Users find the **limited customization** options frustrating, impacting their ability to tailor the system to their needs. - Users find Zendesk's **complexity and steep learning curve** challenging, alongside bugs and integration issues. #### Key Features - Reporting - SLA Management - Email to Case - Knowledge Base - Artificial Intelligence #### What Are Recent G2 Reviews of Zendesk for Customer Service? **"[Centralized Support with Superior AI and Reporting](https://www.g2.com/survey_responses/zendesk-for-customer-service-review-12546445)"** **Rating:** 5.0/5.0 stars *— Mudit T.* [Read full review](https://www.g2.com/survey_responses/zendesk-for-customer-service-review-12546445) --- **"[Highly Recommended CRM for Customers' Satisfaction](https://www.g2.com/survey_responses/zendesk-for-customer-service-review-11784249)"** **Rating:** 5.0/5.0 stars *— Yashwant K.* [Read full review](https://www.g2.com/survey_responses/zendesk-for-customer-service-review-11784249) --- #### What Are G2 Users Discussing About Zendesk for Customer Service? - [How is Zendesk Support Suite transforming the customer service experience in various industries?](https://www.g2.com/discussions/how-is-zendesk-support-suite-transforming-the-customer-service-experience-in-various-industries) - 6 comments, 4 upvotes - [What is Zendesk Support Suite used for?](https://www.g2.com/discussions/what-is-zendesk-support-suite-used-for) - 3 comments, 1 upvote - [Is there a free version of Zendesk?](https://www.g2.com/discussions/is-there-a-free-version-of-zendesk) - 7 comments, 1 upvote ### 2. [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) **Average Rating:** 4.4/5.0 **Total Reviews:** 6,936 **Why buyers love it?:** Agentforce Service stood out to me in the review data for the way it connects support work to broader Salesforce customer records. Reviewers highlight a shared customer view, omnichannel case routing, automation, and the ability to bring service teams into the same operating system as sales and other business functions. I read the strongest fit as complex support environments that need workflow flexibility and cross-team visibility. Users also call out a steep setup path, dated interface areas, report creation friction, and cost considerations tied to advanced capabilities. The product comes through as powerful and configurable when teams have the administrative support to shape it around their processes. ### What Do G2 Reviewers Say About Agentforce Service (formerly Salesforce Service Cloud)? *AI-generated summary from verified user reviews* **Pros:** - Users appreciate the **ease of use** of Agentforce Service, finding it fast and efficient for managing processes. - Users appreciate the **centralized customer support interactions** of Agentforce Service, enhancing efficiency and customer satisfaction significantly. - Users appreciate the **efficient case management** in Agentforce Service, enhancing customer service and saving valuable time for reps. - Users appreciate the **efficiency** of Agentforce Service, significantly enhancing productivity and customer satisfaction through powerful tools. - Users find the **user-friendly interface** of Agentforce Service invaluable for efficient customer support and data access. **Cons:** - Users find the system **complex and challenging to configure** , complicating the experience for service reps. - Users find the **steep learning curve** challenging, requiring technical expertise for effective customization and implementation. - Users find the **steep learning curve** challenging, often requiring expert consultants to utilize the full potential of Agentforce. - Users find the **expensive pricing** of Agentforce Service a significant hurdle, especially with additional license costs. - Users find the **missing features** in Agentforce Service challenging, particularly with clunky macros and AI usability issues. #### Key Features - Customization - Ticket Response User Experience - Customer Portal - Notifications - Customization #### What Are Recent G2 Reviews of Agentforce Service (formerly Salesforce Service Cloud)? **"[Agentforce Service Simplifies Customer Support and Team Workflows](https://www.g2.com/survey_responses/agentforce-service-formerly-salesforce-service-cloud-review-12813849)"** **Rating:** 4.5/5.0 stars *— Muhammad O.* [Read full review](https://www.g2.com/survey_responses/agentforce-service-formerly-salesforce-service-cloud-review-12813849) --- **"[Agentforce Service Is a Game-Changer for Autonomous Problem Solving](https://www.g2.com/survey_responses/agentforce-service-formerly-salesforce-service-cloud-review-12760819)"** **Rating:** 4.0/5.0 stars *— Aryan S.* [Read full review](https://www.g2.com/survey_responses/agentforce-service-formerly-salesforce-service-cloud-review-12760819) --- #### What Are G2 Users Discussing About Agentforce Service (formerly Salesforce Service Cloud)? - [How does Salesforce Service Cloud contribute to creating a more responsive and efficient customer service experience?](https://www.g2.com/discussions/how-does-salesforce-service-cloud-contribute-to-creating-a-more-responsive-and-efficient-customer-service-experience) - 3 comments, 1 upvote - [How is Salesforce Service Cloud being used to enhance operational efficiency and user experience in its specific field?](https://www.g2.com/discussions/how-is-salesforce-service-cloud-being-used-to-enhance-operational-efficiency-and-user-experience-in-its-specific-field) - 4 comments - [What does customer self service require?](https://www.g2.com/discussions/what-does-customer-self-service-require) ### 3. [Fin](https://www.g2.com/products/fin/reviews) **Average Rating:** 4.5/5.0 **Total Reviews:** 3,688 **Why buyers love it?:** Fin by Intercom stood out in the review set for fast AI responses grounded in existing support content. Reviewers highlight quick answers, human-like interaction, workflow assistance, and relief for repetitive support questions. I read its main use case as automated front-line support where a maintained knowledge base can resolve common customer issues before an agent enters the conversation. Users also report that complex requests, escalation timing, response accuracy, and configuration quality can affect the experience. The product fits teams that want AI support automation tied closely to Intercom workflows and help content. ### What Do G2 Reviewers Say About Fin? *AI-generated summary from verified user reviews* **Pros:** - Users value Fin for its **quick and accurate answers** , significantly reducing their support workload and enhancing efficiency. - Users appreciate the **ease of use** of Fin by Intercom, finding it simple to navigate and access features. - Users value the **ease of use** of Fin by Intercom, enhancing onboarding and streamlining customer interactions effectively. - Users value the **efficiency** of Fin by Intercom, enabling fast onboarding and seamless integration with various tools. - Users appreciate the **ease of use and automation** of Fin, enhancing client management and strengthening support services. **Cons:** - Users find the **missing features** of Fin frustrating, particularly in simulating conversations and viewing procedures holistically. - Users find that **AI limitations** require specific phrasing for accurate responses, limiting its effectiveness compared to human support. - Users find the **limited features** of Fin restrict the ability to fully utilize its capabilities for testing and understanding. - Users find the **learning curve steep** with Fin, as the setup and understanding require significant attention and effort. - Users find the **pricing of Fin by Intercom very high** , making it difficult to justify continued use as costs grow. #### What Are Recent G2 Reviews of Fin? **"[Seamless Integrations, Easy Workflows, and Smooth AI for Ticket Management](https://www.g2.com/survey_responses/fin-review-12807719)"** **Rating:** 4.5/5.0 stars *— Preticia E.* [Read full review](https://www.g2.com/survey_responses/fin-review-12807719) --- **"[Smarter Support, Less Effort](https://www.g2.com/survey_responses/fin-review-12624015)"** **Rating:** 5.0/5.0 stars *— Jagdish D.* [Read full review](https://www.g2.com/survey_responses/fin-review-12624015) --- #### What Are G2 Users Discussing About Fin? - [How is Intercom reshaping the landscape of customer communication and engagement?](https://www.g2.com/discussions/how-is-intercom-reshaping-the-landscape-of-customer-communication-and-engagement) - 1 comment - [What is Intercom used for?](https://www.g2.com/discussions/what-is-intercom-used-for) - 3 comments - [Does intercom have live chat?](https://www.g2.com/discussions/does-intercom-have-live-chat) - 2 comments ### 4. [Zoho Desk](https://www.g2.com/products/zoho-desk/reviews) **Average Rating:** 4.4/5.0 **Total Reviews:** 7,337 **Why buyers love it?:** Zoho Desk came through in the G2 feedback as a feature-rich help desk built around structured customer support workflows. Reviewers highlight multichannel ticket capture, automation, SLA tracking, and integrations across the Zoho ecosystem. I found its clearest value in teams that want to centralize email, chat, social, and messaging requests without giving up configuration depth. Users praise the intuitive interface and value, and some mention complex settings, a learning curve for advanced setup, and occasional slowdowns around reports or mobile use. The product reads as a practical fit for support teams that need breadth, automation, and connected customer context. ### What Do G2 Reviewers Say About Zoho Desk? *AI-generated summary from verified user reviews* **Pros:** - Users praise the **ease of use** of Zoho Desk, finding its interface intuitive and quick to navigate. - Users value the **intuitive interface and robust automation features** of Zoho Desk, enhancing ticket management and support efficiency. - Users value the **efficient ticket management** in Zoho Desk, enhancing team performance and streamlining support operations. - Users appreciate the **integrations with other Zoho tools** , enhancing convenience in managing customer interactions seamlessly. - Users appreciate the **intuitive and organized interface** of Zoho Desk, enhancing team efficiency and user experience. **Cons:** - Users face a **steep learning curve** with Zoho Desk due to an inconsistent UI and complex customization options. - Users experience a **steep learning curve** with Zoho Desk due to its complex setup and inconsistent UI. - Users note the **limited customization** options in Zoho Desk, which can complicate usability and efficiency over time. - Users find the **complexity** of Zoho Desk's advanced features and UI elements can hinder the overall experience. - Users find the **interface not intuitive** , with complex settings and workflows that hinder a smooth experience. #### Key Features - Workflow - Customer Portal - Searchable Articles - Integrations - Lead Development #### What Are Recent G2 Reviews of Zoho Desk? **"[Zoho Desk: User-Friendly Help Desk with Seamless Microsoft 365 Email-to-Ticket Setup](https://www.g2.com/survey_responses/zoho-desk-review-12719712)"** **Rating:** 5.0/5.0 stars *— Joao Batista A.* [Read full review](https://www.g2.com/survey_responses/zoho-desk-review-12719712) --- **"[Zoho Desk: Flexible, Cost-Effective Help Desk with Strong Automation and Integrations](https://www.g2.com/survey_responses/zoho-desk-review-12800573)"** **Rating:** 5.0/5.0 stars *— Heber B.* [Read full review](https://www.g2.com/survey_responses/zoho-desk-review-12800573) --- #### What Are G2 Users Discussing About Zoho Desk? - [How is Zoho Desk enhancing customer service management in diverse business sectors?](https://www.g2.com/discussions/how-is-zoho-desk-enhancing-customer-service-management-in-diverse-business-sectors) - 1 comment, 1 upvote - [How does Zoho Desk streamline customer service operations for businesses of all sizes?](https://www.g2.com/discussions/how-does-zoho-desk-streamline-customer-service-operations-for-businesses-of-all-sizes) - 1 comment, 1 upvote - [What is Zoho Desk used for?](https://www.g2.com/discussions/what-is-zoho-desk-used-for) - 1 comment, 1 upvote ### 5. [Podium](https://www.g2.com/products/podium/reviews) **Average Rating:** 4.6/5.0 **Total Reviews:** 2,012 **Why buyers love it?:** Podium appeared in the provided review data as a communications hub for messages, reviews, payments, and appointment-related follow-up. Reviewers highlight a unified inbox across channels, AI receptionist-style assistance, review collection, and text-based customer engagement. I evaluated its clearest fit as local or service-based businesses that want customer conversations and reputation workflows in the same place. Users also mention price sensitivity, plan-based feature limits, and some restrictions around deeper setup or customization. The product reads as useful when customer contact, review growth, and fast follow-up all matter to the same workflow. ### What Do G2 Reviewers Say About Podium? *AI-generated summary from verified user reviews* **Pros:** - Users appreciate the **ease of use** of Podium, enjoying its simple interface and streamlined communication features. - Users value the **streamlined customer feedback management** of Podium, which enhances efficiency and boosts customer satisfaction. - Users highlight the **ease of communication** with Podium, appreciating the organized and friendly interaction with customers. - Users appreciate the **easy communication** via text with Podium, enhancing client connections and team productivity. - Users love the **ease of communication** with customers, enhancing their interaction and improving review collection through Podium. **Cons:** - Users express frustration over **missing features** in Podium, citing unmet promises and difficulties with integration and customer management. - Users find that **messaging issues** in Podium can hinder efficiency and make tracking conversations challenging. - Users find Podium has **limited features** like integration capabilities, making tracking and managing inquiries challenging. - Users find Podium's pricing to be **excessive** , especially for small businesses needing advanced features. - Users are frustrated with Podium's **poor customer support** , experiencing delays and unprofessional handling of appointments. #### Key Features - Corporate Reporting - Social Media Management - Employee Performance - Pop-up Chat - Customization #### What Are Recent G2 Reviews of Podium? **"[Podium Keeps Closing the Gap High-Tech Documentation Meets High-Touch Service](https://www.g2.com/survey_responses/podium-review-12566301)"** **Rating:** 5.0/5.0 stars *— VINAY P.* [Read full review](https://www.g2.com/survey_responses/podium-review-12566301) --- **"[Revolutionized Our Customer Engagement](https://www.g2.com/survey_responses/podium-review-12707136)"** **Rating:** 5.0/5.0 stars *— Edgar c.* [Read full review](https://www.g2.com/survey_responses/podium-review-12707136) --- #### What Are G2 Users Discussing About Podium? - [Is podium a CRM?](https://www.g2.com/discussions/is-podium-a-crm) - 2 comments - [What does the company podium do?](https://www.g2.com/discussions/what-does-the-company-podium-do) - 2 comments - [What is podium app?](https://www.g2.com/discussions/what-is-podium-app) ### 6. [WhatsApp Business Platform](https://www.g2.com/products/whatsapp-business-platform/reviews) **Average Rating:** 4.6/5.0 **Total Reviews:** 220 **Why buyers love it?:** WhatsApp Business Platform stood out in the reviews for meeting customers in a familiar messaging channel. Reviewers highlight direct communication, labels, quick replies, catalogs, automation, and API-based integrations for higher-volume conversations. I saw the main use case as businesses that want to organize customer chats, order updates, support, and follow-up inside WhatsApp-centered workflows. Users also mention setup complexity, technical integration needs, pricing concerns, and limits around customization or pinned conversations. The product fits teams that need fast customer reach through WhatsApp with more structure than a personal inbox can provide. ### What Do G2 Reviewers Say About WhatsApp Business Platform? *AI-generated summary from verified user reviews* **Pros:** - Users appreciate the **ease of use** of WhatsApp Business Platform, which simplifies customer communication efficiently. - Users commend the **ease of connecting with customers** via WhatsApp Business Platform, enhancing communication and organization. - Users love the **automation tools** of WhatsApp Business Platform, enhancing customer engagement and streamlining interactions effortlessly. - Users value the **automation features** of WhatsApp Business Platform, enhancing customer interactions and engagement effectively. - Users appreciate the **easy communication** of WhatsApp Business, enhancing customer engagement and satisfaction through direct messaging. **Cons:** - Users find **significant limitations** in WhatsApp Business Platform, with restrictions on messaging and fewer features for smaller businesses. - Users face **messaging issues** in WhatsApp Business, struggling with contact visibility and message restrictions. - Users find WhatsApp Business Platform **expensive** due to confusing pricing and additional fees for messaging beyond restrictions. - Users criticize the **high costs of subscriptions** for WhatsApp Business, finding it an unnecessary burden for businesses. - Users find the **lack of integrations** with third-party services complicates setup and limits the platform's overall utility. #### Key Features - Notifications - Customization - AI Text Generation - Transactional Messages - Segmentation #### What Are Recent G2 Reviews of WhatsApp Business Platform? **"[Instant, Personal Customer Messaging with Rich Replies](https://www.g2.com/survey_responses/whatsapp-business-platform-review-12726026)"** **Rating:** 4.5/5.0 stars *— Jason E.* [Read full review](https://www.g2.com/survey_responses/whatsapp-business-platform-review-12726026) --- **"[WhatsApp Business Platform is Essential for My Fashion Brand](https://www.g2.com/survey_responses/whatsapp-business-platform-review-12788911)"** **Rating:** 4.0/5.0 stars *— Jacob B.* [Read full review](https://www.g2.com/survey_responses/whatsapp-business-platform-review-12788911) --- ### 7. [Birdeye](https://www.g2.com/products/birdeye/reviews) **Average Rating:** 4.7/5.0 **Total Reviews:** 3,934 **Why buyers love it?:** Birdeye surfaced in the reviews as a platform that blends customer communication with online reputation management. Reviewers highlight review requests, customer messaging, social tools, AI-assisted review responses, and responsive support. I found its strongest distinction in workflows where service teams need direct customer contact and reputation-building activity in one system. Users also describe dashboard navigation issues, hidden or confusing features, language limits, and occasional challenges with listings or reports. The product reads as especially relevant when feedback capture, customer follow-up, and local visibility sit close together. ### What Do G2 Reviewers Say About Birdeye? *AI-generated summary from verified user reviews* **Pros:** - Users appreciate the **ease of use** of Birdeye, enjoying its intuitive navigation and seamless management of reviews. - Users appreciate the **ease of managing reviews** with Birdeye, making customer feedback handling efficient and time-saving. - Users appreciate the **ease of managing reviews** with Birdeye, enhancing efficiency in customer feedback response. - Users love the **fast and efficient customer support** from Birdeye, making it easy to manage reviews effectively. - Users value the **easy-to-use platform** of Birdeye for managing reviews, messaging, and patient feedback efficiently. **Cons:** - Users express a desire for **missing features** , including more reports and integration with platforms like TikTok. - Users identify the need for **improvement in the AI chatbot's responsiveness** , as it struggles with complex customer queries. - Users find the **dashboard confusing** to navigate, particularly for administrators managing multiple locations. - Users note the **limited features** of Birdeye, highlighting the need for better review management and AI responses. - Users experience a **steep learning curve** initially, especially those less familiar with technology, but adapt over time. #### Key Features - Customer Feedback - Dashboard - Social Networks Monitoring - Social Media - Optimization #### What Are Recent G2 Reviews of Birdeye? **"[Easy Review Management Across Locations with a Simple, Actionable Dashboard](https://www.g2.com/survey_responses/birdeye-review-12726719)"** **Rating:** 5.0/5.0 stars *— Claudine S.* [Read full review](https://www.g2.com/survey_responses/birdeye-review-12726719) --- **"[Birdeye Puts Reviews, Messages, and Insights in One Time-Saving Dashboard](https://www.g2.com/survey_responses/birdeye-review-12725807)"** **Rating:** 5.0/5.0 stars *— Pranath M.* [Read full review](https://www.g2.com/survey_responses/birdeye-review-12725807) --- #### What Are G2 Users Discussing About Birdeye? - [What makes Birdeye a preferred tool for businesses looking to improve their online reputation and customer feedback management?](https://www.g2.com/discussions/what-makes-birdeye-a-preferred-tool-for-businesses-looking-to-improve-their-online-reputation-and-customer-feedback-management) - 1 comment - [What is Birdeye used for?](https://www.g2.com/discussions/what-is-birdeye-used-for) - 1 comment - [Are BirdEye reviews fake?](https://www.g2.com/discussions/are-birdeye-reviews-fake) - 2 comments ### 8. [HubSpot Service Hub](https://www.g2.com/products/hubspot-service-hub/reviews) **Average Rating:** 4.4/5.0 **Total Reviews:** 2,815 **Why buyers love it?:** HubSpot Service Hub came across in the review data as a support layer closely tied to CRM, marketing, and sales context. Reviewers highlight shared inboxes, ticket records, live chat, knowledge base content, workflows, surveys, and AI agents for common questions. I interpreted its best fit as teams that want service activity connected to broader customer history inside HubSpot. Users appreciate the clean interface and centralization, and they note setup difficulty for some help desk flows, feature gating, AI-credit limits, API constraints, and confusing ticket locations. The product reads as strongest when customer support needs to stay aligned with CRM visibility and self-service content. ### What Do G2 Reviewers Say About HubSpot Service Hub? *AI-generated summary from verified user reviews* **Pros:** - Users find HubSpot Service Hub to have **effortless accessibility** , enhancing their experience with smooth communication and insights. - Users love the **seamless integration** of HubSpot Service Hub, streamlining communication and decision-making effectively. - Users value the **responsive customer support** of HubSpot Service Hub, making assistance readily available and efficient. - Users value the **efficiency** of HubSpot Service Hub, streamlining workflows and enhancing client management effectively. - Users value the **comprehensive ticketing system** and Kanban boards for effective management of customer interactions. **Cons:** - Users find the **missing features** in HubSpot Service Hub limiting, especially for scaling and advanced customization. - Users express frustration with **limited customization** options in HubSpot Service Hub, impacting efficiency and creativity. - Users express frustration over **limited features** like customization, integration issues, and a non-intuitive interface. - Users find the **lack of features** in HubSpot Service Hub hinders usability and complicates cross-team collaboration. - Users find the **ticket management process cumbersome** , complicating data handling and prolonging response times. #### What Are Recent G2 Reviews of HubSpot Service Hub? **"[Always Improving Customer Service Software](https://www.g2.com/survey_responses/hubspot-service-hub-review-6554029)"** **Rating:** 4.5/5.0 stars *— Jacob B.* [Read full review](https://www.g2.com/survey_responses/hubspot-service-hub-review-6554029) --- **"[Customizable and User-Friendly CRM with Minor Hiccups](https://www.g2.com/survey_responses/hubspot-service-hub-review-12813808)"** **Rating:** 5.0/5.0 stars *— Emily B.* [Read full review](https://www.g2.com/survey_responses/hubspot-service-hub-review-12813808) --- #### What Are G2 Users Discussing About HubSpot Service Hub? - [How does HubSpot Service Hub contribute to creating a more cohesive and effective customer service experience?](https://www.g2.com/discussions/how-does-hubspot-service-hub-contribute-to-creating-a-more-cohesive-and-effective-customer-service-experience) - 3 comments, 1 upvote - [What is HubSpot Service Hub used for?](https://www.g2.com/discussions/what-is-hubspot-service-hub-used-for) - 2 comments, 1 upvote - [What does HubSpot software do?](https://www.g2.com/discussions/hubspot-service-hub-what-does-hubspot-software-do) - 2 comments ### 9. [Qualified](https://www.g2.com/products/qualified/reviews) **Average Rating:** 4.9/5.0 **Total Reviews:** 1,466 **Why buyers love it?:** Qualified emerged from the reviews as a platform focused on converting website engagement into sales conversations. Reviewers highlight AI SDR functionality, live chat, routing, meeting setup, visitor visibility, account enrichment, and strong customer success support. I evaluated its sharpest use case as B2B teams that want to qualify site visitors and book sales meetings directly from the web experience. Users also note interface quirks, reporting gaps, rapid product changes, setup complexity in integrations or routing fields, and limited customization for the assistant experience. The product reads as distinct when inbound website traffic needs fast qualification and handoff to sales. ### What Do G2 Reviewers Say About Qualified? *AI-generated summary from verified user reviews* **Pros:** - Users commend the **excellent customer support** of Qualified, highlighting their responsiveness and hands-on assistance throughout implementation. - Users highlight the **exceptional support** from Qualified, enhancing their experience and facilitating smooth transitions. - Users value the **seamless data integration** and flexibility of Qualified, enhancing engagement and optimizing website conversions. - Users find Qualified to be **extremely easy to use** , with quick setup and responsive support enhancing their experience. - Users value the **responsive and thorough customer service** from Qualified, enhancing their experience and success with the platform. **Cons:** - Users find the **learning curve challenging** , particularly with reporting, dashboards, and the experience builder's intuitiveness. - Users note **missing features** in Qualified, such as hot hand off, reporting, and limited functionality options. - Users face a **steep learning curve** with Qualified, requiring significant time and support for effective setup and use. - Users experience **limited customization** in Qualified, making it difficult to scale unique workflow and design requirements. - Users find the **complexity of workflows** in Qualified limits scalability, making it challenging to manage multiple email experiences. #### Key Features - Pop-up Chat - Customization - Customization Interface - Website - Lead Gathering #### What Are Recent G2 Reviews of Qualified? **"[Qualified turns our high-intent website traffic into real pipeline](https://www.g2.com/survey_responses/qualified-review-12724502)"** **Rating:** 5.0/5.0 stars *— Lu E.* [Read full review](https://www.g2.com/survey_responses/qualified-review-12724502) --- **"[Powerful tool for faster speed-to-lead & clear ROI tracking](https://www.g2.com/survey_responses/qualified-review-12849779)"** **Rating:** 5.0/5.0 stars *— Tiffany D.* [Read full review](https://www.g2.com/survey_responses/qualified-review-12849779) --- #### What Are G2 Users Discussing About Qualified? - [What is Qualified used for?](https://www.g2.com/discussions/what-is-qualified-used-for) - [What skills does a software developer need in 2020?](https://www.g2.com/discussions/what-skills-does-a-software-developer-need-in-2020) - [What qualities do you need to be a software developer?](https://www.g2.com/discussions/what-qualities-do-you-need-to-be-a-software-developer) ### 10. [Tidio](https://www.g2.com/products/tidio/reviews) **Average Rating:** 4.6/5.0 **Total Reviews:** 1,841 **Why buyers love it?:** Tidio read in the review data as an accessible live chat and chatbot suite for website conversations. Reviewers highlight easy setup, real-time chat, automation flows, visitor tracking, canned responses, and integrations that help teams respond faster. I found its clearest use case in businesses that want to capture inquiries from a site and automate common responses without a large support stack. Users also cite pricing concerns, mobile-app limitations, customization gaps, language constraints, and setup effort for more advanced bot handoff flows. The product comes across as practical for turning website traffic into organized support or sales conversations. ### What Do G2 Reviewers Say About Tidio? *AI-generated summary from verified user reviews* **Pros:** - Users appreciate the **ease of use** of Tidio, enjoying improved communication and seamless implementation. - Users appreciate Tidio for its **immediate customer support** , enhancing engagement and satisfaction through effective online chat features. - Users find Tidio's **AI chatbot invaluable** for quick customer support, greatly enhancing communication and efficiency. - Users highlight the **easy setup** of Tidio, allowing for a smooth and quick implementation experience. - Users love Tidio's **real-time engagement features** , seamless setup, and effective integration of chat and data sources. **Cons:** - Users find Tidio to be **expensive** , particularly for freelancers seeking affordable licensing options. - Users find the **lack of essential features** in Tidio's lower plans limits functionality and increases costs significantly. - Users find Tidio's **limited customization** frustrating, especially in setting required fields and adjusting chat workflows. - Users find Tidio's **pricing too expensive** , especially for smaller businesses, and suggest more affordable options. - Users desire **more features** like additional chatbot styles, editing capabilities, and video integration for Tidio. #### Key Features - Customization - In-App Messaging - Customization - Route To Human - Proactive Engagement #### What Are Recent G2 Reviews of Tidio? **"[Easy setup, Lyro AI, and custom flows make Tidio great for customer support](https://www.g2.com/survey_responses/tidio-review-11581687)"** **Rating:** 5.0/5.0 stars *— Akarsh B.* [Read full review](https://www.g2.com/survey_responses/tidio-review-11581687) --- **"[Helpful tool, but still has room for improvement](https://www.g2.com/survey_responses/tidio-review-11178693)"** **Rating:** 4.0/5.0 stars *— Mateusz N.* [Read full review](https://www.g2.com/survey_responses/tidio-review-11178693) --- #### What Are G2 Users Discussing About Tidio? - [How can I set up and optimize chatbots in Tidio for my e-commerce site?](https://www.g2.com/discussions/how-can-i-set-up-and-optimize-chatbots-in-tidio-for-my-e-commerce-site) - 3 comments - [What is Tidio used for?](https://www.g2.com/discussions/what-is-tidio-used-for) - 4 comments, 1 upvote - [How do I uninstall Tidio?](https://www.g2.com/discussions/how-do-i-uninstall-tidio) - 1 comment ### 11. [Smartsupp](https://www.g2.com/products/smartsupp/reviews) **Average Rating:** 4.7/5.0 **Total Reviews:** 957 **Why buyers love it?:** Smartsupp stood out in the review data for pairing live chat with visibility into website visitor behavior. Reviewers highlight quick installation, an easy interface, visitor tracking, chatbot automation, notifications, and fast customer contact. I saw its strongest fit in online businesses that want to engage shoppers or site visitors at the moment they show intent. Users also mention limited advanced automation, integration gaps, customization constraints, setup challenges, and subscription cost concerns. The product reads as focused on simple real-time engagement rather than complex service operations. ### What Do G2 Reviewers Say About Smartsupp? *AI-generated summary from verified user reviews* **Pros:** - Users appreciate the **ease of use** of Smartsupp, finding it simple and intuitive for customer interactions. - Users value the **helpfulness** of Smartsupp, citing excellent analytics support and user-friendly features. - Users appreciate the **easy setup** of Smartsupp, benefiting from quick implementation and helpful tutorials. - Users love the **ease of implementation and integration** , enhancing customer communication and support effortlessly. - Users appreciate the **intuitive design** of Smartsupp, making customer communication seamless and setup effortless. **Cons:** - Users feel that the subscription plans are **expensive** , which can be a barrier for potential customers. - Users feel the **cost is excessive** , particularly for the AI bot chat package, affecting overall value perception. - Users find the **AI limitations** frustrating, especially with setup and integration challenges affecting overall satisfaction. - Users find the **lack of essential features** in Smartsupp, like external integrations, limits their operational efficiency. - Users report that **live chat responses often go unnoticed** by clients, affecting the overall communication efficacy. #### Key Features - Team Inbox - Customization Interface - Website - Profiles - Control #### What Are Recent G2 Reviews of Smartsupp? **"[Effortless Automation with Multilingual Excellence](https://www.g2.com/survey_responses/smartsupp-review-12259097)"** **Rating:** 4.0/5.0 stars *— Blessed P.* [Read full review](https://www.g2.com/survey_responses/smartsupp-review-12259097) --- **"[Smartsupp’s All-in-One Live Chat, Chatbots, and Visitor Tracking Boosts Conversions](https://www.g2.com/survey_responses/smartsupp-review-12542937)"** **Rating:** 5.0/5.0 stars *— Andrea P.* [Read full review](https://www.g2.com/survey_responses/smartsupp-review-12542937) --- #### What Are G2 Users Discussing About Smartsupp? - [What is Smartsupp used for?](https://www.g2.com/discussions/what-is-smartsupp-used-for) ### 12. [Freshdesk](https://www.g2.com/products/freshdesk/reviews) **Average Rating:** 4.4/5.0 **Total Reviews:** 3,666 **Why buyers love it?:** Freshdesk showed up in the review data as a straightforward way to organize support requests across channels. Reviewers highlight email-based ticket handling, chat and social channel coverage, automation, dashboards, smart assignment, and a clean agent experience. I read its strongest use case as teams that need a simple, unified place to manage customer questions without heavy training. Users also raise concerns around advanced analytics limits, rule complexity, mobile constraints, integration issues, pricing changes, and uneven support experiences. The product comes across as useful for support teams that want approachable ticket management with enough automation to reduce manual follow-up. ### What Do G2 Reviewers Say About Freshdesk? *AI-generated summary from verified user reviews* **Pros:** - Users appreciate the **ease of use** of Freshdesk, finding it intuitive and efficient for daily tasks. - Users praise the **ease of use** of Freshdesk, facilitating quick ticket management and smooth team adoption. - Users appreciate the **effective automation** in Freshdesk, simplifying task management and enhancing customer service efficiency. - Users value the **efficiency** of Freshdesk, streamlining workflows and enhancing productivity through effective ticket management. - Users value the **organization and tracking capabilities** of Freshdesk's Ticket Management, enhancing ticket management efficiency. **Cons:** - Users note the **missing asset management feature** in Freshdesk, which limits functionality compared to FreshService. - Users face **ticketing issues** with duplicates and slow loading, complicating the process during high volumes of requests. - Users experience **duplicate ticket creation** in Freshdesk, leading to time-consuming manual merges and delayed resolution times. - Users find Freshdesk has **limited features** , making it challenging for new users to navigate effectively. - Users find **advanced features restricted** to higher pricing plans, impacting smaller teams and customization options. #### Key Features - User, Role, and Access Management - Automated Response - Customer Portal - Searchable Articles - Pop-up Chat #### What Are Recent G2 Reviews of Freshdesk? **"[Quick to Adopt, Unified Dashboard and Automation That Boost Team Collaboration](https://www.g2.com/survey_responses/freshdesk-review-12752105)"** **Rating:** 4.0/5.0 stars *— Sabina K.* [Read full review](https://www.g2.com/survey_responses/freshdesk-review-12752105) --- **"[Efficient Ticketing with Great Features](https://www.g2.com/survey_responses/freshdesk-review-12695655)"** **Rating:** 5.0/5.0 stars *— Deepak M.* [Read full review](https://www.g2.com/survey_responses/freshdesk-review-12695655) --- #### What Are G2 Users Discussing About Freshdesk? - [What innovative customer service strategies are companies implementing using Freshdesk?](https://www.g2.com/discussions/what-innovative-customer-service-strategies-are-companies-implementing-using-freshdesk) - 1 comment - [How is Freshdesk being used to enhance operational efficiency and user experience in its specific field?](https://www.g2.com/discussions/how-is-freshdesk-being-used-to-enhance-operational-efficiency-and-user-experience-in-its-specific-field) - 1 comment - [What is Freshdesk used for?](https://www.g2.com/discussions/what-is-freshdesk-used-for) - 4 comments, 1 upvote ### 13. [Shopify Inbox](https://www.g2.com/products/shopify-inbox/reviews) **Average Rating:** 4.4/5.0 **Total Reviews:** 16 **Why buyers love it?:** When I reviewed Shopify Inbox’s G2 feedback, the clearest pattern was its role as a simple chat layer for Shopify storefront conversations. Reviewers highlight easy setup, close Shopify integration, real-time customer messaging, product and discount sharing, and automation that helps merchants respond to purchase questions or abandoned-cart scenarios. The product reads as a practical fit for stores that want customer chat tied directly to order context and storefront actions. ### What Do G2 Reviewers Say About Shopify Inbox? *AI-generated summary from verified user reviews* **Pros:** - Users find the **easy setup** of Shopify Inbox convenient, ensuring their site runs smoothly for years. - Users value the **reliable uptime** of Shopify Inbox, appreciating the ease of use and update notifications. **Cons:** - Users find the **learning curve steep** , wishing for better training on managing and organizing features effectively. #### Key Features - Pop-up Chat - Customization - AI Text Generation #### What Are Recent G2 Reviews of Shopify Inbox? **"[Convenient App](https://www.g2.com/survey_responses/shopify-inbox-review-11598455)"** **Rating:** 5.0/5.0 stars *— SHALEENA B.* [Read full review](https://www.g2.com/survey_responses/shopify-inbox-review-11598455) --- **"[Shopify Chat Helps Us Answer Questions Fast and Convert More Customers.](https://www.g2.com/survey_responses/shopify-inbox-review-12787449)"** **Rating:** 5.0/5.0 stars *— Tracey A.* [Read full review](https://www.g2.com/survey_responses/shopify-inbox-review-12787449) --- ### 14. [Genesys Cloud CX](https://www.g2.com/products/genesys-cloud-cx/reviews) **Average Rating:** 4.4/5.0 **Total Reviews:** 1,455 **Why buyers love it?:** Genesys Cloud CX came through in the reviews as a flexible contact center platform for voice and digital channels. Reviewers highlight call, chat, email, and social channel management, routing logic, APIs, analytics, workforce tools, and customer journey design. I found its strongest use case in contact centers that need to centralize high-volume interactions and route them through structured, configurable workflows. Users also mention a steep learning curve, technical setup needs, limited report timeframes, mobile disconnections, and complexity in advanced configuration. The product reads as powerful for teams that need omnichannel orchestration across service channels. ### What Do G2 Reviewers Say About Genesys Cloud CX? *AI-generated summary from verified user reviews* **Pros:** - Users value the **ease of use** of Genesys Cloud CX, facilitating efficient management and innovation without heavy IT reliance. - Users appreciate the **innovative and evolving features** of Genesys Cloud CX, enhancing customer engagement and operational efficiency. - Users appreciate the **reliability** of Genesys Cloud CX, enhancing business continuity and optimizing customer engagement effectively. - Users enjoy the **increased efficiency** of Genesys Cloud CX, which streamlines operations and enhances business agility. - Users appreciate the **intuitive interface** of Genesys Cloud CX, simplifying customer interaction and performance management significantly. **Cons:** - Users find the **limited features** in Genesys Cloud CX restrictive, especially for voice translation and reporting needs. - Users express dissatisfaction with **missing features** such as limited dashboard customizations and complex reporting setups. - Users find the **complexity of reporting and customizations** challenging, as it can be overwhelming and time-consuming. - Users find the **inadequate reporting** features challenging, with complex setups and insufficient data views for insights. - Users find the **learning curve steep** , as the UI and reporting features can be overwhelming and complex to navigate. #### Key Features - Customization - Web Chat - Progressive Dialing - Voice Activity Detection - Session Queuing #### What Are Recent G2 Reviews of Genesys Cloud CX? **"[Genesys Cloud: A Unified Orchestration Brain](https://www.g2.com/survey_responses/genesys-cloud-cx-review-12808058)"** **Rating:** 5.0/5.0 stars *— Verified User in Consumer Services* [Read full review](https://www.g2.com/survey_responses/genesys-cloud-cx-review-12808058) --- **"[A Flexible and Scalable Platform for Modern Customer Experience](https://www.g2.com/survey_responses/genesys-cloud-cx-review-12502148)"** **Rating:** 5.0/5.0 stars *— Phaneendra A.* [Read full review](https://www.g2.com/survey_responses/genesys-cloud-cx-review-12502148) --- #### What Are G2 Users Discussing About Genesys Cloud CX? - [What is Genesys Cloud CX used for?](https://www.g2.com/discussions/what-is-genesys-cloud-cx-used-for) - 1 comment, 1 upvote - [What kind of software is zendesk?](https://www.g2.com/discussions/what-kind-of-software-is-zendesk) - 2 comments - [What are the 4 most important benefits of Active Directory?](https://www.g2.com/discussions/what-are-the-4-most-important-benefits-of-active-directory) - 1 comment ### 15. [Gladly](https://www.g2.com/products/gladly/reviews) **Average Rating:** 4.7/5.0 **Total Reviews:** 1,085 **Why buyers love it?:** Gladly registered in the reviews as a support platform built around the customer rather than a fragmented ticket record. Reviewers highlight a continuous customer timeline, multichannel communication, AI-assisted replies, collaboration, and easy navigation for agents. I interpreted its clearest fit as teams that want customers to move across email, chat, phone, and social channels without repeating context. Users also cite limitations in advanced automation, segmented analytics, dashboard heaviness under load, and setup care for tags or queues. The product reads as strongest when relationship context and continuity matter as much as response handling. ### What Do G2 Reviewers Say About Gladly? *AI-generated summary from verified user reviews* **Pros:** - Users find Gladly to be **incredibly easy to use** , enhancing engagement and ensuring seamless communication among team members. - Users value the **helpfulness** of Gladly, appreciating its organization and user-friendly features that enhance customer support. - Users appreciate the **reliable functionality and innovative features** of Gladly, enhancing customer experience effortlessly. - Users appreciate the **efficiency of Gladly** , enhancing customer experience and internal processes through streamlined workflows and collaboration. - Users praise Gladly's **exceptional onboarding and collaborative tools** , enhancing customer service efficiency and workflow simplicity. **Cons:** - Users express frustration with **missing features** in Gladly, particularly around AI accuracy and third-party integration. - Users find the **complexity** of navigating notifications and client information in Gladly can hinder efficiency and responsiveness. - Users find Gladly lacks **integrated features** , leading to inefficiencies and a less optimal setup for their needs. - Users note a **slight learning curve** that may require time to adjust, despite overall positive experiences. - Users find the **limited customization** options in Gladly restrict their ability to tailor reporting and improve support strategies. #### Key Features - Customization - Automated Response - Email to Case - Personalization - Automation #### What Are Recent G2 Reviews of Gladly? **"[managing home care visits using gladly](https://www.g2.com/survey_responses/gladly-review-12765926)"** **Rating:** 4.5/5.0 stars *— Ranjit K.* [Read full review](https://www.g2.com/survey_responses/gladly-review-12765926) --- **"[A smarter way to handle customer conversations](https://www.g2.com/survey_responses/gladly-review-12806843)"** **Rating:** 4.5/5.0 stars *— Jyoti S.* [Read full review](https://www.g2.com/survey_responses/gladly-review-12806843) --- #### What Are G2 Users Discussing About Gladly? - [What is Gladly used for?](https://www.g2.com/discussions/gladly-what-is-gladly-used-for) - 2 comments - [What is Gladly used for?](https://www.g2.com/discussions/what-is-gladly-used-for) ### 16. [Missive](https://www.g2.com/products/missive/reviews) **Average Rating:** 4.7/5.0 **Total Reviews:** 817 **Product Description:** Are you double sending emails? Not knowing who's responding to what, or whether they've responded at all? What if your business could manage all your email accounts, including its shared inboxes like support@, sales@, info@, and accounting@, along with SMS, WhatsApp, Messenger, and Instagram—all in one place? Missive is inbox collaboration for teams that run on email—eliminating chaos and ensuring everyone is aligned. Our powerful tool simplifies collaboration and boosts productivity, breaking down silos between your business's internal and external communications. We help your team work together effortlessly. Used by over 4500 businesses, including accounting firms, logistics companies, travel agencies, and start up tech companies. -- Key features • Teams Inbox: Centralize all your communication channels into shared inboxes for efficient management across your different teams. • Internal Team Chat: Facilitate real-time collaboration and discussions within your team, directly alongside your external communications. • Automated Workflows: Create customizable rules to automate repetitive tasks and use AI to get even more efficiency. Popular use cases include auto-categorization of emails, auto-follow-up emails, automatic forwarding of receipts, and out-of-office auto-responses. • Canned responses: Save time with pre-written replies to customer inquiries, sales pitches, or to include that PDF you always need to attach when signing up a new client • Integrations: Enhance your workflow with integrations to popular tools like OpenAI, ClickUp, Asana, GitHub, HubSpot, Zapier, and many more. ### What Do G2 Reviewers Say About Missive? *AI-generated summary from verified user reviews* **Pros:** - Users highlight **seamless team collaboration** in Missive, enhancing workflow and productivity through integrated communication tools. - Users value the **effective communication features** of Missive, which enhance collaboration and streamline workflow for teams. - Users find Missive to have an **intuitive interface** , making email management and team collaboration effortless and efficient. - Users love Missive's **collaborative features** , enhancing productivity through seamless email organization and real-time communication. - Users highlight the **ease of communication** with Missive, boosting productivity and team collaboration effortlessly. **Cons:** - Users find **missing features** like offline support and label visibility hinder the overall effectiveness of Missive. - Users find the **learning curve challenging** initially, necessitating time and assistance to fully utilize Missive's features. - Users feel the **search functionality is lacking** , particularly for older messages, but improvements are ongoing. - Users find the **search difficulty** frustrating, especially for older messages, despite ongoing improvements in the feature. - Users face a **steep learning curve** at first, making it challenging to understand how to effectively use Missive. #### What Are Recent G2 Reviews of Missive? **"[Breaks down team communication barriers effectively](https://www.g2.com/survey_responses/missive-review-12698935)"** **Rating:** 5.0/5.0 stars *— Abhishek P.* [Read full review](https://www.g2.com/survey_responses/missive-review-12698935) --- **"[Helpful for managing asset acquisition communications](https://www.g2.com/survey_responses/missive-review-12674382)"** **Rating:** 5.0/5.0 stars *— RAGHAV M.* [Read full review](https://www.g2.com/survey_responses/missive-review-12674382) --- #### What Are G2 Users Discussing About Missive? - [What does Missive do?](https://www.g2.com/discussions/what-does-missive-do) - 1 comment - [Is Front app good?](https://www.g2.com/discussions/is-front-app-good) - 1 comment - [What is Missive app?](https://www.g2.com/discussions/what-is-missive-app) - 1 comment ### 17. [RingCentral Contact Center](https://www.g2.com/products/ringcentral-contact-center/reviews) **Average Rating:** 4.1/5.0 **Total Reviews:** 195 **Product Description:** RingCentral Contact Center is the AI platform for orchestrating workflows, agents & knowledge at unmatched precision and scale. Guide every customer interaction—across channels, teams, and moments—so every experience feels effortless. Start connecting front- and back-office workflows and bridge knowledge silos across teams. Combine and balance augmented human agents and AI agents to increase productivity. Say goodbye to traditional, inflexible CCaaS platforms and point solutions. Get a comprehensive platform to design, build, and operate every element across every customer service journey. RingCentral Contact Center provides the most complete suite of applications, an open framework, and Enlighten AI trained on the industry’s largest labeled and validated CX dataset. Best of all, you get the only solution that brings market leading unified communications and contact center together, under one platform. ### What Do G2 Reviewers Say About RingCentral Contact Center? *AI-generated summary from verified user reviews* **Pros:** - Users appreciate the **ease of use** of RingCentral Contact Center, especially for managing accounts and calls efficiently. - Users value the **responsive customer service** of RingCentral Contact Center, ensuring quick assistance and support. - Users appreciate the **intuitive interface** of RingCentral Contact Center, enhancing their experience with seamless functionality and ease of use. - Users appreciate the **knowledgeable customer support** from RingCentral, simplifying account setup and management for better efficiency. - Users commend the **efficiency** of RingCentral Contact Center, enhancing communication and simplifying team collaboration seamlessly. **Cons:** - Users experience **inconsistent call quality** , facing technical issues and poor support, making communication frustrating. - Users report **inconsistent call quality** with RingCentral Contact Center, impacting the overall communication experience. - Users report **call quality issues** with RingCentral Contact Center, leading to inconsistent communication experiences during calls. - Users often experience **connection issues** with RingCentral, leading to inconsistent call quality and service disruptions. - Users report **poor customer support** that complicates problem resolution and hinders overall satisfaction with RingCentral Contact Center. #### What Are Recent G2 Reviews of RingCentral Contact Center? **"[Great Overall Application for Connecting people in every way.](https://www.g2.com/survey_responses/ringcentral-contact-center-review-12642329)"** **Rating:** 5.0/5.0 stars *— Ashwin P.* [Read full review](https://www.g2.com/survey_responses/ringcentral-contact-center-review-12642329) --- **"[RingCentral Contact Center Makes Support Fast, Unified, and Smooth](https://www.g2.com/survey_responses/ringcentral-contact-center-review-12516513)"** **Rating:** 5.0/5.0 stars *— Ankit M.* [Read full review](https://www.g2.com/survey_responses/ringcentral-contact-center-review-12516513) --- #### What Are G2 Users Discussing About RingCentral Contact Center? - [What is RingCentral Contact Center used for?](https://www.g2.com/discussions/what-is-ringcentral-contact-center-used-for) - [How good is RingCentral?](https://www.g2.com/discussions/how-good-is-ringcentral) - 2 comments, 1 upvote - [What is the difference between a contact center and a call center?](https://www.g2.com/discussions/what-is-the-difference-between-a-contact-center-and-a-call-center) ### 18. [Jotform AI Agents](https://www.g2.com/products/jotform-ai-agents/reviews) **Average Rating:** 4.5/5.0 **Total Reviews:** 590 **Product Description:** Jotform AI Agents are automated real-time assistants designed to help your users at any time of day or night. AI Agents are the future of customer service. Train and customize your own personal AI Agent to enhance user engagement, improve response times, and streamline support operations. With Jotform’s intuitive, no-code AI builder, you can easily train and customize your own AI Agent to match your brand voice, support workflows, and respond with the exact information your users need. Simply provide key details, documents, FAQs, or form data, and your AI Agent will learn from this context to deliver accurate, personalized interactions. This level of customization helps teams improve response times, boost user satisfaction, and streamline support operations across every stage of the customer journey. One of the platform’s most powerful advantages is its extensive library of 7,000+ customizable AI Agent templates. These ready-made templates provide an easy starting point for a wide variety of use cases, including customer support, onboarding, lead qualification, appointment scheduling, product education, internal training, and more. Each template can be fully personalized with your own instructions, tone, workflows, and industry-specific knowledge—allowing you to deploy high-performing AI Agents in minutes. Jotform AI Agents provide 24/7 automated assistance, ensuring your customers receive instant support even outside of business hours. While you sleep, your AI Agents continue working—handling inquiries, resolving issues, collecting information, and providing accurate responses around the clock. This continuous availability reduces wait times, increases engagement, and helps teams keep up with growing demand. With multichannel support, Jotform AI Agents can operate wherever your users are. Deploy your agents across web, chat widgets, email, phone, WhatsApp, Messenger, Gmail, WordPress, and other communication channels for a unified, consistent support experience. This omnichannel flexibility ensures that your users always receive real-time assistance—no matter the device or platform. For teams requiring voice-based interactions, Jotform offers powerful phone and SMS capabilities. AI Agents can handle incoming calls, conduct natural voice conversations, answer questions, and transcribe spoken messages—all with a friendly, human-like tone. This makes Jotform AI Agents ideal for customer service hotlines, appointment reminders, phone-based support, and automated phone menus. AI Agents can also perform customizable actions based on your workflows. Define specific behaviors, triggers, follow-up steps, or automated tasks for your agent to execute. Whether you want it to qualify leads, send emails, update CRM records, route inquiries, generate reports, or collect data through forms, your AI Agent follows your rules precisely. By combining real-time automation, no-code customization, multichannel support, and intelligent communication, Jotform AI Agents help organizations scale their customer experience effortlessly. Whether you’re a small business or a global enterprise, AI Agents provide the speed, accuracy, and availability needed to support users at every moment. ### What Do G2 Reviewers Say About Jotform AI Agents? *AI-generated summary from verified user reviews* **Pros:** - Users find the **ease of use** of Jotform AI Agents enhances productivity and simplifies the onboarding process. - Users find the **easy setup** of Jotform AI Agents facilitates quick onboarding and effective client training. - Users find the **easy setup and adaptability** of Jotform AI Agents enhances their onboarding and overall experience. - Users find Jotform AI Agents to be **incredibly helpful** in streamlining processes, saving time and reducing stress. - Users appreciate the **straightforward setup process** of Jotform AI Agents, enhancing efficiency and simplifying their workflows. **Cons:** - Users often find the **limitations in workflow flexibility** and AI understanding frustrating, hindering their overall experience. - Users find Jotform AI Agents have **limited AI capabilities** , struggling with complex workflows and understanding user specifications accurately. - Users find the **limited features** of Jotform AI Agents restrict their ability to customize workflows and interactions. - Users find the **inadequate AI features** frustrating, noting issues with understanding and confusion between AI and real agents. - Users report a **poor understanding** by Jotform AI Agents, leading to frustration and inaccurate responses in critical situations. #### What Are Recent G2 Reviews of Jotform AI Agents? **"[Smooth Multi-Channel Integration, Some App Improvements Needed](https://www.g2.com/survey_responses/jotform-ai-agents-review-12579354)"** **Rating:** 4.5/5.0 stars *— Nitesh R.* [Read full review](https://www.g2.com/survey_responses/jotform-ai-agents-review-12579354) --- **"[Intuitive Automation That Streamlines Workflows and Saves Hours](https://www.g2.com/survey_responses/jotform-ai-agents-review-12689359)"** **Rating:** 5.0/5.0 stars *— Sangita R.* [Read full review](https://www.g2.com/survey_responses/jotform-ai-agents-review-12689359) --- ### 19. [Textline](https://www.g2.com/products/textline/reviews) **Average Rating:** 4.7/5.0 **Total Reviews:** 375 **Product Description:** Textline is a feature-rich and secure business texting platform. It empowers support, sales, marketing, and operations teams to communicate better and at scale. Connect with customers, leads, patients, or employees using Textline to build better relationships, deliver top-notch customer service, or close more deals. With features like a shared SMS inbox, two-way texting, HIPAA-compliant SMS, live web chat, automations, and more, Textline helps thousands of companies, including 1-800-GOT-JUNK?, Tuft & Needle, and Lyft, improve and streamline business conversations. Try Textline free for 14 days today and start customizing your customer outreach and automating your communication workflows. ### What Do G2 Reviewers Say About Textline? *AI-generated summary from verified user reviews* **Pros:** - Users love the **ease of use** of Textline, appreciating its straightforward interface and convenient desktop access. - Users commend the **friendly and responsive customer support** from Textline, ensuring quick assistance and issue resolution. - Users appreciate the **helpful customer support** of Textline, highlighting quick responses and efficient problem-solving experiences. - Users value the **efficient communication** features of Textline, enhancing customer support and improving service delivery. - Users appreciate the **efficient communication capabilities** of Textline, significantly enhancing customer support and service delivery. **Cons:** - Users desire **missing features** like message delivery indicators, editing options, and robust billing configurations. - Users are frustrated by **messaging issues** requiring refreshes for updates and causing navigation complications within the app. - Users face **notification issues** , struggling with excessive alerts and limited filtering options, impacting effective communication. - Users express frustration over **limited features** , particularly lacking the ability to use shortcuts for bulk messaging. - Users experience **unexplained SMS errors** that hinder message sending and lack clear notifications for issues. #### What Are Recent G2 Reviews of Textline? **"[Textline Makes Patient Communication Smooth, Fast, and Easy](https://www.g2.com/survey_responses/textline-review-12696238)"** **Rating:** 5.0/5.0 stars *— Bahareh H.* [Read full review](https://www.g2.com/survey_responses/textline-review-12696238) --- **"[Efficient, Versatile, and Essential Communication Tool](https://www.g2.com/survey_responses/textline-review-10345791)"** **Rating:** 5.0/5.0 stars *— Greg S.* [Read full review](https://www.g2.com/survey_responses/textline-review-10345791) --- #### What Are G2 Users Discussing About Textline? - [How much is textline a month?](https://www.g2.com/discussions/how-much-is-textline-a-month) - [How does text line work?](https://www.g2.com/discussions/how-does-text-line-work) - [What is Textline com?](https://www.g2.com/discussions/what-is-textline-com) ### 20. [LiveChat](https://www.g2.com/products/livechat/reviews) **Average Rating:** 4.4/5.0 **Total Reviews:** 782 **Product Description:** 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. ### What Do G2 Reviewers Say About LiveChat? *AI-generated summary from verified user reviews* **Pros:** - Users appreciate the **ease of use** of LiveChat, enhancing customer support efficiency and agent productivity. - Users appreciate the **robust feature set** of LiveChat, offering customization and effective customer engagement tools. - Users value the **ease of use and reliable functionality** of LiveChat, enhancing effective communication with customers. - Users value the **real-time interaction** of LiveChat that enhances customer support and drives revenue effectively. - Users find LiveChat has an **easy setup** , making integration simple and the onboarding process smooth and intuitive. **Cons:** - Users find the **interface not intuitive** , making it challenging to locate settings and navigate between features. - Users face challenges with **chatbot accuracy and reporting** , finding it difficult to access current info and human support. - Users find the **chat management cumbersome** , with difficulties in locating settings and handling multiple conversations effectively. - Users find LiveChat's pricing to be **expensive** , making it challenging for nonprofits and smaller businesses to afford. - Users suggest **improvements in AI integration** and response templates to enhance efficiency and user experience on LiveChat. #### What Are Recent G2 Reviews of LiveChat? **"[Message Sneak Peek Helps You Respond Faster and Stay Proactive](https://www.g2.com/survey_responses/livechat-review-12764598)"** **Rating:** 4.0/5.0 stars *— Sabina K.* [Read full review](https://www.g2.com/survey_responses/livechat-review-12764598) --- **"[LiveChat Streamlines Real-Time Conversations and Captures More Qualified Leads](https://www.g2.com/survey_responses/livechat-review-12506531)"** **Rating:** 5.0/5.0 stars *— Brianna C.* [Read full review](https://www.g2.com/survey_responses/livechat-review-12506531) --- #### What Are G2 Users Discussing About LiveChat? - [What is LiveChat used for?](https://www.g2.com/discussions/what-is-livechat-used-for) ### 21. [Glia](https://www.g2.com/products/glia/reviews) **Average Rating:** 4.8/5.0 **Total Reviews:** 86 **Product Description:** Glia is the No. 1 platform for intelligent banking interactions, providing an AI workforce purpose-built for the banking industry — and the only one with a zero-hallucination and prompt injection guarantee for customer and member AI. Trusted by over 700 financial institutions, Glia’s ChannelLess® architecture eliminates the friction of traditional support by unifying voice, digital and AI into a single efficient foundation. With 1,000+ pre-built banking goals and seamless human-to-AI handoffs, we help institutions slash operational costs and abandonment rates while accelerating growth in loans and deposits. Our mission is to help build thriving communities, ensuring that every banking interaction — AI or human — builds lasting trust and measurable value. Learn more at glia.com. ### What Do G2 Reviewers Say About Glia? *AI-generated summary from verified user reviews* **Pros:** - Users value the **responsive client support** from Glia, enhancing their experience with quick assistance and valuable tips. - Users praise the **ease of use** with Glia, highlighting its intuitive interface and helpful resources. - Users value the **seamless and user-friendly interface** of Glia, which greatly enhances their operational efficiency. - Users value Glia's **efficient communication channels** , significantly enhancing both customer service and operational capabilities. - Users value Glia's **seamless communication transition** , enhanced security features, and personalized customer service, enhancing overall efficiency. **Cons:** - Users find **missing features** in Glia, like inadequate reporting and call quality insights, complicating their overall experience. - Users find **integration issues** with Glia challenging, hindering seamless connectivity with existing systems and third-party vendors. - Users report experiencing **poor customer support** , especially regarding unclear communication and slow responses on feature enhancements. - Users are hindered by **limited media type selection** , being forced to be available across all media instead of choosing specific modes. - Users express frustration with **reporting issues** , wishing for more detailed and granular options for better insights. #### What Are Recent G2 Reviews of Glia? **"[Seamless Channel Switching, Unmatched Support](https://www.g2.com/survey_responses/glia-review-11801729)"** **Rating:** 5.0/5.0 stars *— Silvio E.* [Read full review](https://www.g2.com/survey_responses/glia-review-11801729) --- **"[Seamless Setup, Enhances Workflow Significantly](https://www.g2.com/survey_responses/glia-review-11814799)"** **Rating:** 5.0/5.0 stars *— Kimberly B.* [Read full review](https://www.g2.com/survey_responses/glia-review-11814799) --- #### What Are G2 Users Discussing About Glia? - [What is Glia used for?](https://www.g2.com/discussions/what-is-glia-used-for) - 1 comment ### 22. [Five9 Intelligent Cloud Contact Center Platform](https://www.g2.com/products/five9-intelligent-cloud-contact-center-platform/reviews) **Average Rating:** 4.1/5.0 **Total Reviews:** 591 **Product Description:** Founded in 2001 and headquartered in San Ramon, California, Five9 has evolved into a global CX leader with over 2,500 customers worldwide. As a pioneer in cloud contact center technology, Five9 serves organizations across industries looking to transform customer experiences through intelligent, personalized interactions. With over 1,400 partners globally and 2,700 employees, Five9 combines deep CX expertise with innovative technology to help brands deliver better business outcomes. The Five9 Intelligent CX Platform provides a comprehensive suite of solutions, including omnichannel engagement, agent assistance, workforce engagement, and AI-powered automation. Five9 Genius AI embeds practical artificial intelligence across the platform, enabling hyper-personalized customer journeys where AI Agents and Human Agents work hand in hand. Our open, cloud-native platform integrates effortlessly with leading CRM and enterprise systems, ensuring businesses can personalize experiences while maximizing operational agility. Five9 transforms CX from fragmented, frustrating experiences into seamless, AI-driven journeys that anticipate customer needs. By combining AI's efficiency with the human touch, businesses can deliver better experiences at lower costs, turning their contact centers from cost centers into strategic assets. With industry-leading reliability (99.999% uptime), deep CX expertise, and a consultative partnership approach, Five9 helps businesses unlock efficiency, boost customer satisfaction, and drive long-term loyalty. With Five9, the New CX Starts Here—where customer joy becomes a driving force for business growth. ### What Do G2 Reviewers Say About Five9 Intelligent Cloud Contact Center Platform? *AI-generated summary from verified user reviews* **Pros:** - Users highlight the **user-friendly interface** of Five9, making it easy to navigate and implement without extensive training. - Users appreciate the **responsive customer support** of Five9, noting its helpfulness and quick issue resolution. - Users highlight the **exceptional support** from their TAM, emphasizing responsiveness and a helpful, user-friendly experience. - Users praise the **exceptional customer support** and user-friendly interface of Five9, enhancing the overall experience. - Users appreciate the **efficiency** of Five9, benefiting from automation and customization for enhanced customer interaction and productivity. **Cons:** - Users experience significant issues with **call drops and disconnected calls** , leading to lost data and reporting challenges. - Users find the **missing features** in Five9 cumbersome, affecting usability and efficiency in managing their workflows. - Users find the **complexity** of Five9's features and reporting cumbersome, making navigation and programming challenging. - Users face **technical issues** with Five9, including difficulties in support and occasional glitches affecting connectivity. - Users express frustration with **poor customer support** , highlighting slow response times and ineffective issue resolution processes. #### What Are Recent G2 Reviews of Five9 Intelligent Cloud Contact Center Platform? **"[Powerful Reporting, Challenging Upgrades](https://www.g2.com/survey_responses/five9-intelligent-cloud-contact-center-platform-review-10761145)"** **Rating:** 4.0/5.0 stars *— Freddy B.* [Read full review](https://www.g2.com/survey_responses/five9-intelligent-cloud-contact-center-platform-review-10761145) --- **"[Automates Interactions and Enhances Customer Experience](https://www.g2.com/survey_responses/five9-intelligent-cloud-contact-center-platform-review-11682161)"** **Rating:** 5.0/5.0 stars *— José Martín R.* [Read full review](https://www.g2.com/survey_responses/five9-intelligent-cloud-contact-center-platform-review-11682161) --- #### What Are G2 Users Discussing About Five9 Intelligent Cloud Contact Center Platform? - [What is Five9 used for?](https://www.g2.com/discussions/five9-what-is-five9-used-for) - 2 comments - [What is Five9 used for?](https://www.g2.com/discussions/what-is-five9-used-for) - 1 comment - [What is the best call center software?](https://www.g2.com/discussions/what-is-the-best-call-center-software) ### 23. [Chatway Live Chat](https://www.g2.com/products/chatway-chatway-live-chat/reviews) **Average Rating:** 4.9/5.0 **Total Reviews:** 87 **Product Description:** Chatway transforms online customer interactions with its live chat and AI chatbot solution for websites. Offering real-time communication, customizable widgets, intelligent chatbots, and AI-powered support, it enhances user experience. Responsive across devices, Chatway empowers businesses to engage visitors, resolve issues, automate answers, and convert leads efficiently. Elevate your online presence and build lasting customer relationships with Chatway. ### What Do G2 Reviewers Say About Chatway Live Chat? *AI-generated summary from verified user reviews* **Pros:** - Users appreciate the **ease of use** of Chatway Live Chat, citing its straightforward UI and helpful guides. - Users rave about the **amazing customer support** of Chatway Live Chat, highlighting its quick and high-quality assistance. - Users appreciate the **easy setup** of Chatway Live Chat, making it perfect for teams wanting efficient helpdesk solutions. - Users value the **easy integration and customization** options of Chatway Live Chat for an optimal support experience. - Users appreciate the **simplicity and ease of use** of Chatway Live Chat, making it ideal for any website. **Cons:** - Users desire **enhanced customization** options for the chat widget’s design and functionality to improve their experience. - Users find Chatway Live Chat **expensive** and suggest a tiered pricing model for better affordability. - Users find the **limitations of the free version** restrictive, especially with user access and chat history constraints. - Users are disappointed by the **lack of chatbot functionality** , limiting automated responses and accessibility for customers. - Users face **integration issues** that can complicate their experience with Chatway Live Chat #### What Are Recent G2 Reviews of Chatway Live Chat? **"[Solves 95% of our support requests on it's own](https://www.g2.com/survey_responses/chatway-live-chat-review-12468903)"** **Rating:** 5.0/5.0 stars *— Moshe F S.* [Read full review](https://www.g2.com/survey_responses/chatway-live-chat-review-12468903) --- **"[Simple and Effective Live Chat for Customer Support](https://www.g2.com/survey_responses/chatway-live-chat-review-12672429)"** **Rating:** 5.0/5.0 stars *— salman i.* [Read full review](https://www.g2.com/survey_responses/chatway-live-chat-review-12672429) --- ### 24. [Kustomer](https://www.g2.com/products/kustomer/reviews) **Average Rating:** 4.4/5.0 **Total Reviews:** 525 **Why buyers love it?:** Kustomer registered in the review data as a customer support platform focused on keeping conversation history and customer data in a single view. Reviewers highlight customizable fields, unified timelines, AI assistance, and the ability to manage multiple brands or touchpoints from one CRM. I saw its strongest fit in support teams that need context-rich customer records instead of isolated conversations. Users also mention setup complexity, migration challenges, search friction, and some performance strain during multitask-heavy work. The product comes across as adaptable for teams that prioritize customer context and tailored workflows. ### What Do G2 Reviewers Say About Kustomer? *AI-generated summary from verified user reviews* **Pros:** - Users love the **ease of use** of Kustomer, finding its interface intuitive and customer information centralized effectively. - Users appreciate the **intuitive interface and centralized customer information** that enhance communication and efficiency within teams. - Users appreciate the **ease of use and centralized customer information** of Kustomer, enhancing efficiency in operations. - Users love the **intuitive efficiency** of Kustomer, enabling seamless integrations and streamlined management across platforms. - Users highlight the **automation features** of Kustomer, enhancing efficiency and task completion in customer service operations. **Cons:** - Users experience **slow performance** with Kustomer, as lagging and frequent issues hinder productivity and disrupt workflow. - Users find Kustomer's **slow loading** times frustrating, affecting productivity and the ability to resolve customer issues quickly. - Users find the **learning curve steep** , reporting difficulties with navigation and functionality, especially for newcomers. - Users find the **complexity** of Kustomer challenging, especially for newcomers, leading to longer onboarding and training needs. - Users struggle with the **non-intuitive interface** of Kustomer, finding navigation and onboarding difficult for new users. #### Key Features - Integration - SLA Management - Email to Case - Knowledge Base - Pop-up Chat #### What Are Recent G2 Reviews of Kustomer? **"[Simple, Organized, and Easy to Navigate—Kustomer Keeps Support on Track](https://www.g2.com/survey_responses/kustomer-review-12697877)"** **Rating:** 5.0/5.0 stars *— Jhaira D.* [Read full review](https://www.g2.com/survey_responses/kustomer-review-12697877) --- **"[All-in-One Customer Support Hub with an Appealing UI](https://www.g2.com/survey_responses/kustomer-review-12847358)"** **Rating:** 5.0/5.0 stars *— Ashwin B.* [Read full review](https://www.g2.com/survey_responses/kustomer-review-12847358) --- #### What Are G2 Users Discussing About Kustomer? - [What is Kustomer used for?](https://www.g2.com/discussions/what-is-kustomer-used-for) ### 25. [Sendbird](https://www.g2.com/products/sendbird/reviews) **Average Rating:** 4.6/5.0 **Total Reviews:** 120 **Product Description:** Sendbird is an omnichannel AI agent platform designed to enhance customer experience by facilitating autonomous support and sales conversations. This innovative solution enables businesses to engage with customers across various channels while ensuring that human agents remain available for more complex inquiries. By leveraging AI technology, Sendbird empowers enterprises to proactively communicate with their customers, fostering deeper connections and driving customer satisfaction. Primarily targeting enterprises aiming to improve their customer service and sales processes, Sendbird serves a diverse range of industries, including e-commerce, finance, and telecommunications. The platform is particularly beneficial for organizations that manage a high volume of customer interactions and require efficient handling of these conversations. By automating routine inquiries and interactions, businesses can allocate their human resources to more intricate issues, ultimately optimizing operational efficiency and enhancing overall service quality. One of the standout features of Sendbird is its seamless integration with existing communication channels, allowing businesses to maintain a consistent presence across platforms. This omnichannel approach ensures that customers can reach out for support or sales inquiries through their preferred medium, whether it be chat, email, or social media. Additionally, Sendbird's AI capabilities enable the platform to initiate proactive business messages, re-engaging customers and enhancing their overall experience. This proactive communication not only addresses customer needs but also anticipates them, leading to increased satisfaction and loyalty. The platform's robust communication APIs further differentiate Sendbird from other solutions in the market. These APIs are designed to be scalable and adaptable, allowing businesses to create customized AI agents that cater to their specific requirements. This flexibility enables organizations to develop tailored solutions that resonate with their target audience, ensuring that customer interactions are both meaningful and effective. Moreover, Sendbird's award-winning design underscores its commitment to delivering high-quality communication experiences that prioritize user engagement. Sendbird effectively combines advanced AI technology with a comprehensive communication framework, setting itself apart in the realm of customer engagement solutions. By automating routine tasks and enabling proactive outreach, the platform enhances customer interactions while supporting businesses in achieving their operational goals. With its focus on maintaining human involvement for complex inquiries, Sendbird strikes a balance between efficiency and personalization, making it a valuable tool for enterprises looking to elevate their customer experience. ### What Do G2 Reviewers Say About Sendbird? *AI-generated summary from verified user reviews* **Pros:** - Users find Sendbird's **ease of use** enhances communication, project management, and overall productivity effortlessly. - Users commend Sendbird for its **punctual and clear customer support** , making integration and implementation a breeze. - Users appreciate the **smooth UI/UX and efficient customer support** of Sendbird, enhancing productivity and communication. - Users commend the **easy integrations** of Sendbird, highlighting its reliability and robust feature set for seamless communication. - Users value the **easy integration** of Sendbird, appreciating its smooth implementation and supportive resources that enhance functionality. **Cons:** - Users find Sendbird **expensive** , making it challenging for medium-sized businesses and startups to afford its services. - Users find Sendbird's **high pricing** challenging, especially for medium-sized businesses and startups, limiting accessibility. - Users find the **learning curve challenging** , making initial setup and integration less user-friendly for newcomers. - Users express concern over **cost limitations** with Sendbird, citing unexpected feature removals and high pricing for medium-sized businesses. - Users find the **difficult setup** of Sendbird challenging, requiring extra time and a steep learning curve for integration. #### What Are Recent G2 Reviews of Sendbird? **"[Sendbird API Makes Data Export Easy for Analysts](https://www.g2.com/survey_responses/sendbird-review-12000610)"** **Rating:** 4.5/5.0 stars *— James C.* [Read full review](https://www.g2.com/survey_responses/sendbird-review-12000610) --- **"[Effortless Integration and Enhanced Customer Support](https://www.g2.com/survey_responses/sendbird-review-11933845)"** **Rating:** 5.0/5.0 stars *— Robert H.* [Read full review](https://www.g2.com/survey_responses/sendbird-review-11933845) --- #### What Are G2 Users Discussing About Sendbird? - [What is the best chat API?](https://www.g2.com/discussions/what-is-the-best-chat-api) - [Where is Sendbird located?](https://www.g2.com/discussions/where-is-sendbird-located) - [What is Sendbird?](https://www.g2.com/discussions/what-is-sendbird) ## What Is Live Chat Software? [Customer Service Software](https://www.g2.com/categories/customer-service) ## What Software Categories Are Similar to Live Chat Software? - [Customer Self-Service Software](https://www.g2.com/categories/customer-self-service) - [Help Desk Software](https://www.g2.com/categories/help-desk) - [Chatbots Software](https://www.g2.com/categories/chatbots) --- ## 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.  Live chat solutions can be used in a wide variety of contexts, including customer service, technical support, sales, and marketing. Most often, businesses implement live chat to provide website visitors with a direct channel to receive real-time customer support. For example, live chat agents can assist visitors with website navigation or answer questions about a business’ products or services. Live chat is also an effective method for lead generation. When a website visitor is interested in purchasing a product or service, live chat can be used to connect them with a sales representative. If a representative is unavailable, live chat widgets include a lead capture form to collect the prospect’s information so a salesperson can follow up with them as soon as possible. Although live chat windows exist on a website 24/7, this doesn’t mean a business needs their agents to be available to answer inquiries all day. An offline mode allows website visitors to submit questions or concerns that can be handled either by a chatbot or by an agent when the live chat is back online. Live chat often serves as a company’s first line of defense to help chat agents answer quick questions and escalate deeper concerns in an organized way. The goal of these products is to increase efficiency for both the agent and the customer. #### What Types of Live Chat Software Exist? **Text only solutions** Text-only live chat software allows agents and customers to communicate via text form. Typically, the customer will be approached by a pop-up chat window that helps initiate a conversation. **Voice or video solutions** Live chat software with video or voice capabilities--in addition to text--allow a more personalized conversation with customers. Video chat conversations are especially helpful for complex questions that require a visual representation. Face-to-face video conversations are not the only features of video and voice live chat; users can enable screen sharing to visually convey an issue that’s difficult to explain via text. ### What are the Common Features of Live Chat Software? Live chat functionality can vary from product to product. When considering a live chat solution for a business, it’s important to consider which features will be most beneficial to the particular use case. The following are some core features within live chat software: **Analytics:** Reporting related to live chat analytics gives administrators insight into customer service metrics such as support response time, overall support performance, and customer satisfaction. These insights help managers understand the highs and lows of the customer experience and the team’s performance. **Visitor monitoring:** Real-time visitor monitoring tracks where visitors are on the website and how long they stay on a certain web page. These insights give a sense of where visitors are gravitating to on a web page and can even help generate leads. **Response templates:** For common questions, canned responses are very efficient. Agents can have responses ready to send as soon as a common question pops up. **Branding:** Since live chat exists on a company’s website, it’s important for the widget and conversation window to match the company’s branding and website design. To accomplish this, live chat products offer customizable design options to change the colors and images of the application. Branding customization features ensure a seamless brand experience for customers. **Customer feedback:** After a live chat conversation, a customer can rate the conversation and share feedback on whether or not their question was adequately handled. Managers can use this feedback to further understand the quality of an agent’s work. **Proactive messages:** While live chat is already an approachable asset, it’s helpful for website visitors to be prompted with a friendly pop-up greeting to let them know they’re invited to chat whenever they’d like. A proactive message is an approachable way to entice visitors to communicate with the company. **Integrations:** Live chat products should integrate seamlessly with a company’s technology stack to ensure the information shared in chat conversations is available across departments. Integrations with CRM software are important for storing and accessing customer information during a support conversation, as well as adding new contacts for lead generation. Live chat typically integrates with other customer service solutions, especially help desks, to improve omnichannel customer experiences. Many live chat software solutions will also offer the following features: - [Live chat software with in-app messaging capabilities](https://www.g2.com/categories/live-chat/f/in-app-messaging) - [Live chat software with lead development capabilities](https://www.g2.com/categories/live-chat/f/lead-development) - [Live chat software with knowledge base capabilities](https://www.g2.com/categories/live-chat/f/knowledge-base) - [Live chat software with targeted email capabilities](https://www.g2.com/categories/live-chat/f/targeted-emails) - [Live chat software with co-browsing capabilities](https://www.g2.com/categories/live-chat/f/co-browsing) ### What are the Benefits of Live Chat Software? Businesses of all types benefit from using live chat software to provide instant and approachable customer support. Using live chat makes customer support more efficient for both the agent and the customer for several reasons: **Customer engagement:** Live chat is a simple and accessible way for customers to approach a company. Customers are more likely to engage than if the company only offered phone and email support, because of its convenience. **Real-time support:** With live chat, website visitors don’t need to wait very long for an answer to a simple question. Without a long turnaround, visitors are more likely to engage with the company, knowing their time is not being wasted. In comparison, inquiries submitted via email or social media have an unpredictable response time. Since questions are answered quickly, agents are more productive and get through more inquiries. **Improved efficiency and productivity:** In comparison to phone calls, live chat is relatively cheap and takes less effort from both the customer and the agent. Additionally, it’s easy to multitask between different live chat conversations, allowing for more support in less time. Since live chatting requires reading and typing, conversations have more downtime between messages. This allows customer service agents to multitask and handle multiple chat windows at once. Depending on how many conversations are going on, agents can also use downtime to talk on the phone with another customer while handling live chat conversations. **Lead generation:** Live chat is approachable for customers, so it’s an easy way to begin a sales conversation. The informality of live chat makes a sales conversation more comfortable for the customer, so it’s a great opportunity to bring in a sale. ### Who Uses Live Chat Software? Professionals who communicate with customers directly, such as customer service teams and sales teams, use live chat to instantly chat with customers or gather data on the conversations customers have with customer service agents. **Customer service:** Customer service teams use live chat software to communicate with website visitors who use the feature to ask questions or voice concerns. If any complaints need to be escalated, chat agents can use routing features to transfer the conversation to a manager. When purchasing a live chat solution for customer service, businesses should remember to look for products that integrate with the company’s existing support software. **Sales:** Sales teams can utilize live chat software to generate leads. Since the buyer is expressing interest in the company by initiating a conversation using the live chat feature, it’s a great opportunity to spark a sales conversation. If a company wants to implement live chat to accelerate sales and improve conversion rates, it’s important to find a product that integrates with the CRM or system of record. #### Software Related to Live Chat Software Related solutions that can be used together with live chat tools include: [Help desk software](https://www.g2.com/categories/help-desk) **:** Help desk software provides a ticketing system for customer service teams to organize and respond to inquiries regarding a company’s products or services. Traditionally, help desks take in customer inquiries from email and web forms, but these solutions are increasingly supporting omnichannel customer service by incorporating other channels such as social media, live chat, SMS, and call center technology. As a result, many help desk solutions include a live chat tool. [Customer self-service software](https://www.g2.com/categories/customer-self-service) **:** Customer self-service software provides a platform for end users, prospects, or customers to access information and perform tasks without the assistance of customer support representatives. Customer self service can take many different forms and may include chatbots, intelligent virtual assistants, knowledge bases, FAQs, and community forums. [Social customer service software](https://www.g2.com/categories/social-customer-service) **:** Businesses use social customer service software to assist their customers via social networks and social messenger apps. These solutions collect customer inquiries from social media and assign them to support team members. While live chat software allows customers to receive support when visiting a company’s website, social customer service enables support teams to respond proactively to customer complaints or questions. Some live chat tools offer the ability to transfer chat interactions to social messaging platforms, so the conversation can be continued on the customer’s preferred platform. [Conversational marketing software](https://www.g2.com/categories/conversational-marketing) **:** Live chat tools may integrate with or include features of conversational marketing software. Conversational marketing helps businesses improve conversion rates by identifying and engaging with potential customers throughout their buying journey. These products accelerate the buying process by transferring qualified leads to sales representatives or facilitating follow-up conversations if a customer is not yet ready to buy. [Chatbots software](https://www.g2.com/categories/chatbots) **:** Chatbots, which are often called virtual agents or virtual assistants, are used in place of a human to conduct specific tasks or provide information based on written or spoken requests. Customer support tools, such as live chat, help desk, or contact center solutions, may already have chatbots implemented as a first line of defense when dealing with customers. ### Challenges with Live Chat Software Although live chat software can be implemented relatively quickly, the adoption of these tools can pose additional challenges. Before purchasing live chat software, businesses must make sure to have a plan to address potential issues before they arise. **Increase in support requests:** Naturally, adding an immediate and accessible means for customers to contact the business will result in an influx of support requests and conversations. To avoid overwhelming the business’ chat support team, companies can roll out the live chat product gradually. Users may also wish to open it up to smaller segments of customers over time rather than all at once.  **Staff training:** A big part of customer support is empathizing with the customer. For even simple inquiries, it’s important for agents to come across as friendly and approachable via live chat. Tone is sometimes difficult to read through text, so it’s easy for website visitors to misinterpret a message from a support agent. Agents should be trained on how to express empathy in text form to prevent any tone assumptions. **Spam or inappropriate messages:** While approachability is generally considered beneficial, it opens the possibility of potential scenarios involving inappropriate or irrelevant messages. Fortunately, many live chat offerings have a spam filter or block functionality, which allows agents to distinguish real messages or block aggressive customers. ### Which Companies Should Buy Live Chat Software? Any business with a website can use live chat software. These products are beneficial to companies of all sizes, from small businesses to large enterprises. However, there are a few types of businesses that are particularly suited for live chat. **E-commerce:** E-commerce brands and any business that sells products online should consider buying a live chat solution. While customers browse an e-commerce site, they may run into technical issues or have questions about specific product specifications, shipping, or return policies. Live chat offers the opportunity for a business to answer a customer’s question right away, increasing the chance that the customer will complete their purchase. **Services:** Live chat can be very beneficial for businesses in the service industry, especially banking, healthcare, real estate, travel, and hospitality. For these industries, exceptional customer service is paramount to the success of the business. Live chat provides clients and prospects with an instant connection to a business so they can quickly resolve issues or have their questions answered. ### How to Buy Live Chat Software #### Requirements Gathering (RFI/RFP) for Live Chat Software Whether a company is purchasing a live chat solution for the first time or looking for a replacement, the first step is defining a list of requirements the product must meet for the business to be most productive. These requirements will help buyers narrow down the list of products to consider. First, buyers must evaluate the need for live chat software, and ask the following questions: - Who will be using the product most often? - How many users (or seats) do we need?  - Will it be used for customer service or technical support?  - Will the sales team use it for lead generation or guiding customers on their buying journey? At this point, it’s also important to list the features that will prove most useful for the teams using the product. For improving customer self-service and freeing up team members’ time, companies may require a product that can automate workflows to resolve customer issues without human assistance. Buyers must consider if the product should integrate with any other software their business uses, such as CRM or help desk. #### Compare Live Chat Software Products **Create a long list** Based on the list of requirements, buyers should create a long list of no more than 10 products that appear to meet the business needs. Consulting online review sites is a great way to start the long list. G2 has thousands of [software categories](https://www.g2.com/categories?q%5Bcategory_type_eq%5D=software) with over 1 million verified user reviews. G2’s Live Chat software category can help buyers find the highest rated or most popular products based on reviews from verified customers. **Create a short list** After consulting customer reviews and creating a long list of live chat software products, companies must begin eliminating the options that won’t work for their business. The easiest way to do this is to first eliminate the products outside budget. Small businesses or startups should look at each product’s pricing plans to determine if the product will still be affordable as the company scales up. At this point, buyers should also eliminate products that don’t offer all the required features. **Conduct demos** Once a short list of about three to five products is ready, companies should begin reaching out to vendors to schedule demos. Demos allow buyers to take a closer look at each live chat solution’s functionality and ease of use. This may also be the first opportunity to glimpse each vendor’s onboarding style and service levels and determine if they are helpful and communicative and whether they are focusing too much on the sales pitch. #### Selection of Live Chat Software **Choose a selection team** The company’s software selection team should already consist of a project manager to manage the process from start to finish and an executive sponsor to ensure buy-in from the company’s decision makers. Naturally, the selection team should also include several employees who will be using the live chat daily, such as sales representatives or customer service agents. **Negotiation** Before signing a contract, buyers should make sure to negotiate for the best price and ask about any discounts for which their business may qualify. This is also the time to discuss implementation and onboarding services and payment plans. **Final decision** Finally, it’s time to decide on a live chat software and sign the dotted line. In the days and months after the purchase, buyers must monitor the company’s progress with the new product. Is the live chat working as intended? Have users fully adopted all the features? Will the product scale with the company’s growth? If the answer to any of these questions is “no,” the buyer should consider raising the concerns with the vendor. If they are unable to resolve these issues, it may be time to look for alternatives. ### Live Chat Software Trends **Screen sharing** Sometimes questions are easier to ask with visuals. To help prevent miscommunication, screen sharing allows the customer to show a support agent the basis of their question instead of communicating it through text. Since typing out questions can be a lengthy process for complex issues, screen sharing can help save time and prevent frustration for both the customer and the agent. **Automation** Using chatbots and automated responses for simple customer concerns means having an agent online 24/7 is not necessary. As artificial intelligence becomes more desirable to help businesses automate processes, live chat vendors continue to add features like intelligent responses and automated workflows to their products. These options ensure customers receive assistance at any hour, maintaining customer satisfaction and consistently generating leads.