# Best Live Chat Software - Page 16 *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. ## 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 (6,620 reviews) | Scalable omnichannel ticket operations | "[Great Complete CRM](https://www.g2.com/survey_responses/zendesk-for-customer-service-review-4530447)" | | 2 | [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) | 4.4/5.0 (6,952 reviews) | Salesforce-centered service operations | "[“Daily Use Review of Salesforce Service Cloud in Collections”](https://www.g2.com/survey_responses/agentforce-service-formerly-salesforce-service-cloud-review-12938648)" | | 3 | [Fin](https://www.g2.com/products/fin/reviews) | 4.5/5.0 (3,700 reviews) | Knowledge-base AI support deflection | "[Accurate AI Ticket Handling, Clean UI, and Responsive Support](https://www.g2.com/survey_responses/fin-review-12958250)" | | 4 | [Zoho Desk](https://www.g2.com/products/zoho-desk/reviews) | 4.4/5.0 (7,429 reviews) | Omnichannel help desk automation | "[Zoho Desk Streamlined Our Client Support with Smart Automation and Seamless CRM Sync](https://www.g2.com/survey_responses/zoho-desk-review-12954654)" | | 5 | [Podium](https://www.g2.com/products/podium/reviews) | 4.6/5.0 (2,026 reviews) | Local business messaging and review capture | "[Podium Transformed Our Agency Communication with Seamless on Demand Integrations](https://www.g2.com/survey_responses/podium-review-12909019)" | | 6 | [WhatsApp Business Platform](https://www.g2.com/products/whatsapp-business-platform/reviews) | 4.6/5.0 (224 reviews) | WhatsApp-based customer conversation scale | "[WhatsApp Business Platform is Essential for My Fashion Brand](https://www.g2.com/survey_responses/whatsapp-business-platform-review-12788911)" | | 7 | [Birdeye](https://www.g2.com/products/birdeye/reviews) | 4.7/5.0 (3,969 reviews) | Reputation-led customer messaging | "[Birdeye Makes Review and Reputation Management Effortless](https://www.g2.com/survey_responses/birdeye-review-12961726)" | | 8 | [Qualified](https://www.g2.com/products/qualified/reviews) | 4.9/5.0 (1,479 reviews) | AI SDR website meeting conversion | "[Powerful tool for faster speed-to-lead & clear ROI tracking](https://www.g2.com/survey_responses/qualified-review-12849779)" | | 9 | [HubSpot Service Hub](https://www.g2.com/products/hubspot-service-hub/reviews) | 4.4/5.0 (2,818 reviews) | CRM-connected support and self-service | "[Ticket management and centralized support with automations that enhance the experience](https://www.g2.com/survey_responses/hubspot-service-hub-review-12873336)" | | 10 | [Tidio](https://www.g2.com/products/tidio/reviews) | 4.6/5.0 (1,842 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)" | ## How Many Live Chat Software Products Does G2 Track? **Total Products under this Category:** 461 ### Category Stats (Jun 2026) - **Average Rating**: 4.47/5 The average rating of products in this category, based on all submitted ratings - **New Reviews This Quarter**: 557 - **Buyer Segments**: Small-Business 59% │ Mid-Market 33% │ Enterprise 9% Represents the distribution of reviewers across all products in this category. - **Top Trending Product**: SaleSmartly (+2.0%) - Among all products in this category, SaleSmartly recorded the largest rating increase compared to last month *Last updated: June 18, 2026* ## How Does G2 Rank Live Chat Software Products? **Why You Can Trust G2's Software Rankings:** - 30 Analysts and Data Experts - 99,500+ Authentic Reviews - 461+ 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. ## 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) --- **Sponsored** ### LiveChat LiveChat is a comprehensive customer communication platform that enables businesses to connect with their website visitors and customers in real-time, driving sales, delivering support, and enhancing customer satisfaction. Designed for ecommerce teams, the platform boosts AOV, upsell, and overall ROI by engaging shoppers at the right moment and converting more traffic into revenue. AI and advanced analytics surface sales opportunities, automate routine conversations, and give clear visibility into performance. All essential tools - including AI automation, analytics, a customizable chat widget, and agent apps - come together in one easy-to-deploy, no-code platform that delivers value quickly. ✅ Benefits • Higher conversions by capturing visitor attention at key moments through proactive, real-time engagement. • Lower operational overhead and greater agent productivity thanks to managing all communication channels in one unified workspace. • Better business decisions and clearer performance insights driven by transparent reporting on conversions, lead quality, and sales opportunities. • Faster responses and more time for high-value conversations enabled by AI that automates routine work and supports agents with smart assistance. • Stronger customer engagement and higher average order value through chat experiences tailored to your brand and optimized for upsell. 💬 Key features • Chat tools and widget: Real-time, two-way conversations with visitors, supported by file sharing, chat archives, automated greetings (like sneak-peek and inactivity prompts), seamless chat transfer, and post-chat ratings. • Multi-channel messaging: Manage all conversations from a single workspace - one license covers unlimited websites and apps, plus Facebook Messenger, WhatsApp Business, and email. • AI and automation: Leverage built-in AI features, including Copilot, reply suggestions, chat summaries, and insights extracted from high-volume conversations to boost efficiency and speed. • Analytics and reporting: Access intuitive dashboards that track agent performance, conversions, customer behavior, and more, with robust filtering and easy data export. • Customization and integrations: Tailor the widget’s appearance, language, and brand voice, and extend capabilities with 200+ integrations across CRMs, ecommerce platforms, help desks, and automation tools. • Easy implementation: Add LiveChat to your site with a simple code snippet-no heavy development or complex setup required. • Security and support: Benefit from enterprise-grade security, reliable infrastructure, and 24/7/365 customer support to keep your communication running flawlessly. 🌎 Trusted by teams worldwide to drive growth Thousands of companies worldwide utilize LiveChat to deliver fast and personalized customer interactions. Over 40% of customers prefer brands that offer live chat, and businesses that consistently use it see higher conversion rates and stronger engagement. LiveChat helps teams work more efficiently, improve satisfaction, and drive measurable growth. Adding specific customer results - like increases in conversions or agent productivity - can further highlight its impact. About Us LiveChat was created by Text S.A., a global software company headquartered in Wrocław, Poland. For over two decades, we’ve been dedicated to building tools that help businesses communicate better with their customers. LiveChat serves companies in more than 150 countries - from growing ecommerce stores to established B2B SaaS organizations - empowering them to deliver fast, personal, and effective customer service. [Visit website](https://www.g2.com/external_clickthroughs/record?secure%5Bad_program%5D=ppc&secure%5Bad_slot%5D=category_product_list&secure%5Bcategory_id%5D=191&secure%5Bdisplayable_resource_id%5D=191&secure%5Bdisplayable_resource_type%5D=Category&secure%5Bmedium%5D=sponsored&secure%5Bplacement_reason%5D=page_category&secure%5Bplacement_resource_ids%5D%5B%5D=191&secure%5Bprioritized%5D=false&secure%5Bproduct_id%5D=1856&secure%5Bresource_id%5D=191&secure%5Bresource_type%5D=Category&secure%5Bsource_type%5D=category_page&secure%5Bsource_url%5D=https%3A%2F%2Fwww.g2.com%2Fcategories%2Flive-chat&secure%5Btoken%5D=c27f29933fe0b7f59414f62033b45b23f1864d3459c985a6f95dbff76f5d3714&secure%5Burl%5D=https%3A%2F%2Fwww.livechat.com%2F&secure%5Burl_type%5D=free_trial) --- ## Live Chat Software Features & Capabilities ### What are the Best Live Chat Software with Knowledge Base? Establishes a knowledge base for employee reference during conversations. **Top-rated Live Chat Software for Knowledge Base:** - [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) - [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) - [Fin](https://www.g2.com/products/fin/reviews) [Explore Live Chat Software with Knowledge Base](https://www.g2.com/categories/live-chat/f/knowledge-base) ### What are the Best Live Chat Software with Co-Browsing? Allows agents to join a customer's browser session and navigate through the website with them. **Top-rated Live Chat Software for Co-Browsing:** - [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) - [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) - [Fin](https://www.g2.com/products/fin/reviews) [Explore Live Chat Software with Co-Browsing](https://www.g2.com/categories/live-chat/f/co-browsing) ### What are the Best Live Chat Software with Targeted Emails? Sends automated emails to further engage clients and potential clients. **Top-rated Live Chat Software for Targeted Emails:** - [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) - [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) - [Fin](https://www.g2.com/products/fin/reviews) [Explore Live Chat Software with Targeted Emails](https://www.g2.com/categories/live-chat/f/targeted-emails) ### What are the Best Live Chat Software with Lead Development? Enables employees to denote potential customers. **Top-rated Live Chat Software for Lead Development:** - [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) - [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) - [Fin](https://www.g2.com/products/fin/reviews) [Explore Live Chat Software with Lead Development](https://www.g2.com/categories/live-chat/f/lead-development) ### What are the Best Live Chat Software with In-App Messaging? Allows for live chat to be enabled within the app for customer help. **Top-rated Live Chat Software for In-App Messaging:** - [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) - [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) - [Fin](https://www.g2.com/products/fin/reviews) [Explore Live Chat Software with In-App Messaging](https://www.g2.com/categories/live-chat/f/in-app-messaging) ## What Are the Top-Rated Live Chat Software Products in 2026? ### 1. [Desky](https://www.g2.com/products/desky-desky/reviews) Desky is a software-as-a-service (SaaS) platform that helps companies and professionals access coworking spaces in a flexible and efficient way. It enables organizations to manage coworking budgets, streamline billing, and maintain control over spending while allowing employees to choose where they work. Desky fits within the category of workplace management and coworking marketplace solutions. Its audience includes companies that want to provide flexibility for employees without losing visibility on costs, and coworking operators seeking to reach more corporate clients and optimize occupancy. Common use cases include companies assigning budgets to employees so they can book workspaces as needed, departments managing shared allowances for teams, and finance teams consolidating invoices into one streamlined system. For coworking operators, Desky acts as a distribution channel, connecting their spaces to organizations that are increasingly adopting hybrid work models. Key features and benefits: Coworking marketplace: access to a wide network of verified spaces, with booking options by hour, day, or month. Budget management: allocation of budgets at the company, department, or employee level, ensuring transparency and cost control. Centralized billing: consolidated invoices and expense reporting that simplify accounting. Employee flexibility: workers can choose convenient locations while companies maintain oversight. Growth for coworking providers: improved visibility and occupancy through access to corporate demand. In summary, Desky is a coworking management and marketplace solution that bridges the needs of businesses and coworking operators. It allows companies to empower employees with flexible work options while keeping financial processes simple and controlled, and at the same time helps coworking spaces expand their reach and revenue. **Average Rating:** 5.0/5.0 **Total Reviews:** 1 **Who Is the Company Behind Desky?** - **Seller:** [Desky](https://www.g2.com/sellers/desky) - **Year Founded:** 2022 - **HQ Location:** CABA, AR - **LinkedIn® Page:** https://www.linkedin.com/company/desky-la (7 employees on LinkedIn®) **Who Uses This Product?** - **Company Size:** 100% Small-Business ### 2. [Desky](https://www.g2.com/products/desky/reviews) Desky is a cloud-based software which lets you assign, track, prioritize, and manage your customer support easily. It comes with Free Live Chat and mobile apps to manage support tickets from your smartphones on-the-go. **Who Is the Company Behind Desky?** - **Seller:** [INNOQUAD TECHNOLOGIES](https://www.g2.com/sellers/innoquad-technologies) - **Year Founded:** 2020 - **HQ Location:** Mumbai, IN - **LinkedIn® Page:** https://www.linkedin.com/company/31259296 (1 employees on LinkedIn®) ### 3. [DialShree Predictive Dialer](https://www.g2.com/products/dialshree-predictive-dialer/reviews) DialShree is a popular call centre solution that supports unified communication channels. It has a wide array of features. It is renowned for its 99.99% of SLA uptime. It is a highly scalable, robust, secure, and feature-rich solution, which is perfect to use for all scaled businesses and call centers. Our VoIP and telephony experts have implemented 900+ Omnichannel Communication Solutions across 10+ industries. BPO, KPO, Corporate Companies, Collection Agencies, Businesses, Telemarketing Companies, Call Centers, Banking, Healthcare, eCommerce, Automotive, Government DialShree has some futuristic add-ons to offer more consolidated call centre software to specific industries. Visit us @ https://elisiontec.com/products/contact-center-software/ **Average Rating:** 4.6/5.0 **Total Reviews:** 55 **How Do G2 Users Rate DialShree Predictive Dialer?** - **Has the product been a good partner in doing business?:** 9.6/10 (Category avg: 9.1/10) **Who Is the Company Behind DialShree Predictive Dialer?** - **Seller:** [Elision TechnoLab](https://www.g2.com/sellers/elision-technolab) - **Year Founded:** 2007 - **HQ Location:** Gujarat, India - **Twitter:** @elisiontec (390 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/elision-technolab-llp (120 employees on LinkedIn®) **Who Uses This Product?** - **Top Industries:** Insurance, Education Management - **Company Size:** 79% Mid-Market, 14% Small-Business #### What Are DialShree Predictive Dialer's Pros and Cons? **Pros:** - Agent Productivity (1 reviews) - Customer Support (1 reviews) - Daily Use (1 reviews) - Dialing Features (1 reviews) - Recording Features (1 reviews) **Cons:** - Dialer Issues (1 reviews) - Dialer Limitations (1 reviews) - Time Delays (1 reviews) ### 4. [Digital Air Strike Response Path](https://www.g2.com/products/digital-air-strike-response-path/reviews) Keep your business open 24/7 with Response Path. The AI-powered chatbots provide a concierge experience while engaging with customers, sharing positive reviews, your hours and location in the messaging window on your website, Facebook page, and via SMS messaging. Ask and answer qualifying questions, schedule appointments, capture leads, and much more. Your team can jump into the conversations from any device, anywhere. **Who Is the Company Behind Digital Air Strike Response Path?** - **Seller:** [Digital Air Strike](https://www.g2.com/sellers/digital-air-strike) - **Year Founded:** 2007 - **HQ Location:** Scottsdale, AZ - **Twitter:** @DigitalAirStrk (5,128 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/digital-air-strike/about (165 employees on LinkedIn®) ### 5. [Dstny Omnichannel](https://www.g2.com/products/dstny-omnichannel/reviews) Faqbot builds a FAQ database based on your existing FAQs content and response to same questions that are formulated differently. It learns from each conversation to improve its responses. **Who Is the Company Behind Dstny Omnichannel?** - **Seller:** [Dstny](https://www.g2.com/sellers/dstny) - **HQ Location:** Zaventem, Brussels, BE - **Twitter:** @Dstny_Group (58 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/dstnygroup/ (663 employees on LinkedIn®) ### 6. [Engage Beast AI](https://www.g2.com/products/engage-beast-ai/reviews) Engage Beast is an AI-powered messaging platform built for businesses drowning in social media conversations. It unifies all your DMs, comments, and ad replies from Instagram, Facebook, WhatsApp, TikTok, and more — into one clean inbox. Engage Beast doesn’t just organize the chaos — it replies for you, instantly and on-brand. Whether you're a solo brand or managing multiple accounts, Engage Beast helps you stop losing leads, improve customer response time, and finally stay on top of your messaging game. **Average Rating:** 5.0/5.0 **Total Reviews:** 2 **How Do G2 Users Rate Engage Beast AI?** - **Has the product been a good partner in doing business?:** 10.0/10 (Category avg: 9.1/10) **Who Is the Company Behind Engage Beast AI?** - **Seller:** [Engage Beast AI](https://www.g2.com/sellers/engage-beast-ai) - **HQ Location:** Los Angeles, US - **LinkedIn® Page:** https://www.linkedin.com/company/engagebeast/ (1 employees on LinkedIn®) **Who Uses This Product?** - **Company Size:** 100% Small-Business #### What Are Engage Beast AI's Pros and Cons? **Pros:** - Centralized Management (2 reviews) - Customer Service (1 reviews) - Ease of Use (1 reviews) - Easy Setup (1 reviews) - Intuitive (1 reviews) ### 7. [Enterprise Bot Live Chat](https://www.g2.com/products/enterprise-bot-enterprise-bot-live-chat/reviews) Host your live chat on your website, app or other platforms like Skype for Business, Facebook Messenger, Twitter, Slack, Genesys chat, Intercom and more, to ensure seamless, channel-agnostic experiences. **Who Is the Company Behind Enterprise Bot Live Chat?** - **Seller:** [Enterprise Bot](https://www.g2.com/sellers/enterprise-bot) - **Year Founded:** 2016 - **HQ Location:** Zug, CH - **Twitter:** @enterprisebot (323 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/13210979 (99 employees on LinkedIn®) ### 8. [Euro Support](https://www.g2.com/products/euro-support/reviews) An innovative platform offering global online support powered by AI translation. With seamless live chat and an intuitive ticketing system, communication knows no boundaries. **Who Is the Company Behind Euro Support?** - **Seller:** [European Business Solutions](https://www.g2.com/sellers/european-business-solutions) - **Year Founded:** 2024 - **HQ Location:** N/A - **LinkedIn® Page:** https://www.linkedin.com/company/eurosupport (2 employees on LinkedIn®) ### 9. [EvoAI](https://www.g2.com/products/evoai/reviews) EvoAI is the AI customer experience platform for DTC and eCommerce, built on a first-party identity graph instead of stateless session IDs. Three apps, one brain: AI Sales Assistant for Conversational Commerce Platforms, conversational support with customer service automation and 24/7 customer self-service, and AI Search. One shopper profile across chat, email, SMS, WhatsApp, and Facebook Messenger. Also one of the few Digital Customer Service Platforms built for DTC: modern help desk, brand-native live chat, conversational marketing, and social customer service. One inbox, one memory. Sit on top of Gorgias, Kustomer, Zendesk, Richpanel, Freshdesk, or Help Scout, or run EvoAI native. Free trial for any-size brand. 30%+ CX cost reduction on signup. Live in days. Built on Blotout. Trusted by 1,300+ DTC brands including Plug.tech, Beard Struggle, Oakcha, and Caden Lane. **Who Is the Company Behind EvoAI?** - **Seller:** [Blotout](https://www.g2.com/sellers/blotout) - **Year Founded:** 2019 - **HQ Location:** Fremont, US - **LinkedIn® Page:** https://www.linkedin.com/company/blotout/ (28 employees on LinkedIn®) ### 10. [Falkon Chat](https://www.g2.com/products/falkon-chat/reviews) Falkon Chat is a secure, AI-enhanced live chat platform that empowers businesses to engage customers in real time, streamline support operations, and drive conversions from a single, unified dashboard. Designed for support, sales, and growth teams, Falkon Chat combines real-time messaging with automation, customization, and actionable insights, helping companies deliver fast, personalized interactions that boost satisfaction and loyalty. With Falkon Chat, websites transform into active engagement hubs. Teams can proactively initiate conversations, respond instantly to visitor questions, and guide prospects through the buying journey. Customizable chat widgets allow the interface to reflect your brand’s identity, while automation rules reduce repetitive manual tasks like greetings, routing, and inquiry categorization. Falkon Chat supports advanced team workflows through features like intelligent agent assignment. Chat transcripts and scheduled reports keep stakeholders informed on key performance metrics like response times, chat volume, and customer satisfaction trends. The platform’s omnichannel capabilities let teams manage conversations from multiple channels in one place, eliminating the need to switch between tools. Unlimited conversation history and visitor activity tracking ensure agents have full context to provide informed support, increasing both efficiency and conversion potential. Whether you’re a small business aiming to improve customer responsiveness or an enterprise seeking a scalable, secure chat solution, Falkon Chat delivers powerful functionality in a user-friendly package, with a streamlined setup and flexible pricing that grows with your business. **Who Is the Company Behind Falkon Chat?** - **Seller:** [Falkon Systems](https://www.g2.com/sellers/falkon-systems) - **Year Founded:** 2021 - **HQ Location:** Katy, US - **Twitter:** @FalkonSystems (7 Twitter followers) - **LinkedIn® Page:** http://www.linkedin.com/company/falkon-systems (16 employees on LinkedIn®) ### 11. [FoxChat](https://www.g2.com/products/foxchat/reviews) Install in 3 minutes. Learns from your help pages. Remembers every visitor. Blocks 99% of spam. Shows users where to click.. User remembrance Returning visitors get a personalized greeting. "Hey! Last time we talked about setting up your first scan. Did that work out?" DOM-aware guidance Instead of saying "Click Settings," the widget highlights the actual Settings button on their screen and scrolls to it. Frustration detection Detects when users are frustrated — repeated questions, rapid messages, negative tone — and adapts automatically. **Who Is the Company Behind FoxChat?** - **Seller:** [FoxChat](https://www.g2.com/sellers/foxchat) - **HQ Location:** N/A - **LinkedIn® Page:** https://www.linkedin.com/company/No-Linkedin-Presence-Added-Intentionally-By-DataOps (1 employees on LinkedIn®) ### 12. [Grux](https://www.g2.com/products/grux/reviews) Grux is a Google Workspace task management, shared inbox, and workflow platform that turns Gmail and Google Chat conversations into structured, trackable work. Teams running on Google Workspace often coordinate work through Gmail threads, Google Chat messages, shared Drive folders, and informal conversations. Requests arrive through email or chat, but ownership, status, and workflow are rarely defined. As organizations grow, work becomes harder to track, follow-ups become manual, and execution depends on memory rather than systems. Grux solves this by adding task management and workflow structure directly inside Google Workspace. Using the Grux Chrome extension, teams can convert Gmail messages and Google Chat conversations into trackable tasks, assign ownership, define workflow stages, and maintain shared visibility across projects without switching tools. Instead of moving work into a separate project management platform, Grux enables teams to manage tasks and workflows directly inside Gmail and Google Workspace. Grux also functions as a collaborative shared inbox for teams managing high volumes of communication. Incoming requests from clients, teammates, and partners can be routed through defined workflows, assigned to the right owners, and tracked through completion. This makes Grux useful for operations teams, professional services organizations, and customer support teams looking for a shared inbox for Gmail or a help desk workflow built on Google Workspace. Grux connects execution directly to the files and conversations that created the work. Teams can link Google Drive documents to tasks, collaborate through shared views, annotate screenshots, and record short walkthroughs when additional context is needed. By linking conversations, files, and task tracking together, Grux prevents work from getting lost across inboxes, chat threads, and documents. Many organizations rely on multiple disconnected tools to manage task tracking, shared inboxes, internal coordination, documentation, and customer communication. Over time this creates SaaS sprawl, where different teams adopt overlapping software that increases cost and operational complexity. Grux consolidates these workflows into a single execution system built directly on top of Google Workspace. Organizations often use Grux to replace lightweight task managers, shared inbox software, internal help desk tools, and coordination platforms. By centralizing work inside Gmail, Google Chat, and Google Drive, teams can manage projects, requests, and communication without introducing additional software layers. Designed for organizations running on Google Workspace as their operational backbone, Grux improves visibility, accountability, and coordination by turning everyday communication into structured work. **Who Is the Company Behind Grux?** - **Seller:** [Grux](https://www.g2.com/sellers/grux) - **HQ Location:** N/A - **LinkedIn® Page:** https://www.linkedin.com/company/elate/ (11 employees on LinkedIn®) ### 13. [GullChat](https://www.g2.com/products/gullchat/reviews) Gullchat is a free international intelligent online customer service system: providing help to customers with technologies such as instant messaging, audio and video, AI robots, big data, and work orders, one-click connection to Facebook, Shopify, WordPress, App, web pages, Mailchimp and many other popular apps. **Who Is the Company Behind GullChat?** - **Seller:** [GullChat](https://www.g2.com/sellers/gullchat) - **HQ Location:** N/A - **LinkedIn® Page:** https://www.linkedin.com/company/No-Linkedin-Presence-Added-Intentionally-By-DataOps (1 employees on LinkedIn®) ### 14. [HaveFunnels](https://www.g2.com/products/havefunnels/reviews) HaveFunnels is an omnichannel customer-engagement platform that unifies every conversation your business has—across WhatsApp, Instagram, Facebook Messenger, web chat, email and SMS—into a single AI-powered workspace. Built for high-growth B2B & B2C companies, it replaces a patchwork of point tools with one inbox, one automation engine and one analytics layer, so teams never miss a lead and customers always get fast, contextual responses. **Who Is the Company Behind HaveFunnels?** - **Seller:** [HaveSuite](https://www.g2.com/sellers/havesuite) - **HQ Location:** N/A - **LinkedIn® Page:** https://www.linkedin.com/company/No-Linkedin-Presence-Added-Intentionally-By-DataOps (1 employees on LinkedIn®) ### 15. [HelpForShopping](https://www.g2.com/products/helpforshopping/reviews) HelpForShopping offers a live chat solution for e-commerce sites, designed to engage visitors in real time, provide personalized product suggestions, and reduce product returns, all while enhancing customer satisfaction. With features that increase conversion rates, build loyalty, and offer quick support, HelpForShopping is ideal for businesses looking to optimize their online customer experience. Why Choose HelpForShopping’s Live Chat Widget? Increase Conversion Rates HelpForShopping’s live chat widget enables agents to engage directly with visitors, making it easy to convert browsing into purchases with real-time product recommendations and quick answers to customer inquiries. • Real-time product suggestions • Direct interactions to reduce purchase hesitation • Track chats that lead to sales to analyze agent performance Reduce Product Returns By providing detailed information and personalized advice at the time of purchase, HelpForShopping helps customers make informed choices, reducing the rate of product returns. • Expert support to help customers choose the right product • One-click FAQ responses for common questions • Better understanding of customer needs to prevent purchasing errors Enhance Trust and Customer Loyalty HelpForShopping helps build long-lasting relationships with customers by recognizing returning visitors, allowing them to revisit suggested products, and offering personalized benefits to loyal customers. • Identify returning visitors and continue previous conversations • Registered users can access a list of previously suggested products • Increased loyalty by tracking and addressing customer preferences Provide Faster, More Efficient Support Designed for quick, efficient responses, HelpForShopping offers one-click FAQ replies and customized chat options. Agents can specialize by product category, optimizing response times and the customer experience. • Quick reply system with one-click FAQ responses • Category-based agent assignment for targeted expertise • Options for visitors to change agents or categories during the chat Additional Features: Expert Community Addon With the Expert Community Addon, go beyond agent-based chat by inviting your top customers to become brand ambassadors and product experts. This growing community provides around-the-clock support, assisting visitors even outside regular hours. • Brand Ambassadors: Engage your best customers to answer visitor questions • 24/7 Support: Experts are available evenings and weekends • Shared Success: Experts earn commissions only on conversions generated through their chats, aligning their success with yours Simple and Fast Integration HelpForShopping’s widget is easy to set up with no coding required, and it’s available as a plugin for WordPress, with Shopify and Odoo plugins coming soon. Get HelpForShopping up and running in minutes to enhance sales and customer support. • Easy setup with the WordPress plugin • Shopify and Odoo plugins coming soon • Installation guide included for quick activation HelpForShopping, backed by the European Union, empowers businesses to optimize e-commerce performance through intelligent live chat and an engaged expert community, enhancing sales and customer satisfaction. **Who Is the Company Behind HelpForShopping?** - **Seller:** [HelpForShopping](https://www.g2.com/sellers/helpforshopping) - **Year Founded:** 2023 - **HQ Location:** Italy - **LinkedIn® Page:** https://www.linkedin.com/company/helpforshopping/ (4 employees on LinkedIn®) ### 16. [Heyy](https://www.g2.com/products/heyy-group-heyy/reviews) Heyy is an AI employee platform that handles customer conversations across WhatsApp, Instagram, Facebook, and Live Chat. It autonomously manages repetitive interactions while intelligently escalating complex cases to your human team. By deploying AI employees across your messaging channels, you can automate 80% of customer conversations - including order status, FAQs, bookings, and lead qualification -while ensuring the 20% requiring human judgment are seamlessly handed off to your team with full context preservation. The platform provides a unified inbox across all channels and scales instantly without hiring or training delays. Beyond AI conversations, Heyy includes campaigns, a mini CRM, and advanced automation builder that lets you create complex scenarios combining AI responses, predefined message flows, and human agent handoffs. You're not limited to AI-only interactions - design multi-step journeys where AI handles initial engagement, automated flows deliver targeted messages, and your team steps in for high-value conversations. This flexibility enables sophisticated customer communication strategies that adapt to each interaction's complexity. **Who Is the Company Behind Heyy?** - **Seller:** [Heyy Group](https://www.g2.com/sellers/heyy-group) - **Year Founded:** 2024 - **HQ Location:** N/A - **LinkedIn® Page:** https://www.linkedin.com/company/heyy-group/ (2 employees on LinkedIn®) ### 17. [HiperMe!](https://www.g2.com/products/hiperme/reviews) HiperMe! is an industry-leading unified communications and contact center platform. This comprehensive solution allows you to centralize and manage all your communications, whether with clients or within your organization. With HiperMe, you can integrate calls, text messages, emails, and chats into a single interface, facilitating collaboration and improving efficiency. **Average Rating:** 5.0/5.0 **Total Reviews:** 1 **Who Is the Company Behind HiperMe!?** - **Seller:** [HiperPBX](https://www.g2.com/sellers/hiperpbx) - **Year Founded:** 2006 - **HQ Location:** Buenos Aires, AR - **LinkedIn® Page:** https://www.linkedin.com/company/hiperpbx (35 employees on LinkedIn®) **Who Uses This Product?** - **Company Size:** 100% Small-Business #### What Are HiperMe!'s Pros and Cons? **Pros:** - CRM Integration (1 reviews) - Easy Integrations (1 reviews) - Integrations (1 reviews) ### 18. [Hive Support](https://www.g2.com/products/hive-support/reviews) Hive Support is a powerful, flexible, and easy-to-use WordPress helpdesk plugin designed to streamline customer support and enhance user experience. Whether you're managing a small business or a large enterprise, Hive Support offers a complete suite of tools to ensure your customer queries are addressed efficiently. Packed with essential features like ticketing systems, live chat, email piping, AI-powered chatbots, and automated workflows, Hive Support provides everything you need to handle customer requests in one intuitive dashboard. Designed with scalability in mind, it’s suitable for businesses of all sizes and integrates seamlessly with major WordPress themes, WooCommerce, and other popular plugins. With Hive Support, you can: -Manage tickets effortlessly through an organized interface. -Provide 24/7 customer assistance with AI-driven chatbots. -Enable real-time communication with live chat functionality. -Automate responses to routine queries, saving time and resources. -Built for WordPress, Hive Support is fully customizable and optimized for performance, ensuring fast response times and a seamless user experience. Why Choose Hive Support? Affordable Pricing with Pro and Free versions to meet any budget. Easy Setup with user-friendly interfaces and extensive documentation. Complete Control over your data with a fully self-hosted WordPress solution. Continuous Updates and dedicated support to keep your helpdesk running smoothly. Experience a new level of customer satisfaction with Hive Support—your all-in-one helpdesk plugin for WordPress. **Who Is the Company Behind Hive Support?** - **Seller:** [WPCommerz](https://www.g2.com/sellers/wpcommerz) - **Year Founded:** 2020 - **HQ Location:** Dhaka, BD - **Twitter:** @wpcommerz (92 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/wpcommerz/ (4 employees on LinkedIn®) ### 19. [Human Live Chat Management For Leads & Sales](https://www.g2.com/products/human-live-chat-management-for-leads-sales/reviews) Our brilliant & resourceful agents help you convert more prospects into customers through a 24/7 human live chat presence Available 24/7: Generate leads & support your clients on their time. Personal Account Manager: You’ll be assigned a personal account manager to ensure partnership success. Conversational Marketing Team: Our team strategizes ways to engage your audience and constantly optimizes chat flows to make your visitors progress faster through the customer journey. Constant Collaboration: We want to work with you, not for you. We believe in brutally honest relationships that are built on trust. Monthly Reports: Be confident in your investment by knowing exactly how many CQL’s (conversation qualified leads) you generated each month. CRM Integration: We send leads and support tickets directly to your CRM so you never miss an opportunity. **Who Is the Company Behind Human Live Chat Management For Leads & Sales?** - **Seller:** [CrowdChat](https://www.g2.com/sellers/crowdchat) - **HQ Location:** N/A - **LinkedIn® Page:** https://www.linkedin.com/company/No-Linkedin-Presence-Added-Intentionally-By-DataOps (1 employees on LinkedIn®) ### 20. [ICE](https://www.g2.com/products/ice/reviews) Integrated Customer Engagement (ICE) offers a perfect solution for businesses to overcome the challenges of todays competitive environment. **Who Is the Company Behind ICE?** - **Seller:** [Etech Global Services](https://www.g2.com/sellers/etech-global-services-5b464927-3744-4af2-b82e-6ef4dd1de9e3) - **Year Founded:** 1997 - **HQ Location:** Nacogdoches, US - **LinkedIn® Page:** https://www.linkedin.com/company/qeval/ (2 employees on LinkedIn®) ### 21. [Inference Studio](https://www.g2.com/products/inference-studio/reviews) Inference provides virtual agents that automate and facilitate interactions between organizations and their customers. **Who Is the Company Behind Inference Studio?** - **Seller:** [Inference Solutions](https://www.g2.com/sellers/inference-solutions) - **Year Founded:** 2005 - **HQ Location:** San Francisco, US - **LinkedIn® Page:** http://www.linkedin.com/company/inferencesolutions (7 employees on LinkedIn®) ### 22. [IntelAgent](https://www.g2.com/products/intelagent/reviews) IntelAgent is a multi-award-winning citizen and customer service automation platform that leverages chatbots, voice assistants, data analytics, and machine learning to help the Public Sector deliver better, faster, cheaper access to public services across any digital channel, anytime and in any language. Your citizens and customers expect more channel choice than ever before. Reimagine your citizen services by being where they need you; web, Messenger, Whatsapp, Alexa, Google Home, Twitter, SMS, email, in-app… you name the channel and our bots will be there. Our bots do the ordinary so your teams can do the extraordinary. But sometimes, only a human will do. No problem! ‘Switch’ allows your agents to jump into a conversation whenever they’re needed. They’ll get handed the info they need to make the handover seamless, and when they’re done they can switch back to bot mode at the tap of a button. Easy! **Who Is the Company Behind IntelAgent?** - **Seller:** [We Build Bots](https://www.g2.com/sellers/we-build-bots) - **HQ Location:** N/A - **LinkedIn® Page:** https://www.linkedin.com/company/No-Linkedin-Presence-Added-Intentionally-By-DataOps (1 employees on LinkedIn®) ### 23. [InteliWise Proactive Live Chat](https://www.g2.com/products/inteliwise-proactive-live-chat/reviews) InteliWise Proactive Live Chat is powered by engagement triggers, that help to reach to different consumer segments. **Who Is the Company Behind InteliWise Proactive Live Chat?** - **Seller:** [InteliWise](https://www.g2.com/sellers/inteliwise) - **HQ Location:** N/A - **Twitter:** @InteliWISE (1,744 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/inteliwise/ (2 employees on LinkedIn®) ### 24. [ipSCAPE](https://www.g2.com/products/ipscape/reviews) IPscape empowers organisations to build customer moments that enhance trust, loyalty and engagement​. We provide AI-powered contact centre and communication technology that creates seamless omnichannel customer experiences across Voice, Email, Web Chat and emerging channels.  We empower organisations to orchestrate customer journeys that delight their customers to better serve, understand, and respond to their needs in the AI-era. Easily extend the SCAPE platform to meet your unique business requirements by leveraging API’s and integrations to achieve interoperability with a range of internal systems including your CRM, Business Intelligence, and Workforce Management tools. **Average Rating:** 4.8/5.0 **Total Reviews:** 28 **Who Is the Company Behind ipSCAPE?** - **Seller:** [IPscape](https://www.g2.com/sellers/ipscape) - **Year Founded:** 2005 - **HQ Location:** North Sydney, NSW - **Twitter:** @IPscape (435 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/ipscape/ (41 employees on LinkedIn®) **Who Uses This Product?** - **Top Industries:** Consumer Services, Financial Services - **Company Size:** 79% Small-Business, 18% Mid-Market ### 25. [iReview](https://www.g2.com/products/ireview/reviews) iReview — The All-In-One Review Management & Online Reputation Platform iReview is a leading review management software and online reputation management platform designed to help businesses generate more 5-star reviews, improve their Google ratings, and manage customer feedback from one centralized dashboard. Built for both single-location businesses and multi-location enterprises, iReview streamlines every part of the review and reputation workflow — from collection to response to analytics. With iReview, businesses can effortlessly increase positive Google reviews, Yelp reviews, and Facebook recommendations through automated SMS and email review requests, QR codes, and NFC tap-to-review cards. Customers can leave feedback in seconds, dramatically increasing review volume. iReview also protects your online reputation by routing negative feedback to a private form, allowing businesses to resolve issues before they appear publicly. The platform consolidates reviews from all major sites, giving teams real-time visibility into customer sentiment. AI-powered review responses allow businesses to reply instantly with personalized, professional messaging — saving hours of manual work while maintaining a consistent brand voice. For hands-off teams, iReview offers full-service review management where outreach, monitoring, and responses are handled for you. iReview improves local SEO, helping businesses rank higher on Google Maps and local search results by increasing review frequency, improving sentiment, and maintaining accurate business listings. Advanced analytics provide insights into rating trends, customer satisfaction, employee performance, and multi-location reporting. Ideal for restaurants, auto dealers, home service companies, medical and dental offices, real estate firms, and franchises, iReview helps any business build trust, increase visibility, and convert more customers in a review-driven marketplace. Simple to set up and built for scale, iReview gives you everything you need to grow your online reputation, outperform competitors, and turn reviews into revenue. Why iReview Stands Out End-to-end reputation management (not just review monitoring) AI-powered automation to save hours of manual work Negative review protection + feedback capture Tools for both single-location and enterprise multi-unit brands Optional full-service management for busy teams NFC tap-to-review technology that dramatically increases review volume Designed to be simple, fast, and affordable — without sacrificing power **Who Is the Company Behind iReview?** - **Seller:** [Kore.co, Inc](https://www.g2.com/sellers/kore-co-inc) - **Year Founded:** 2023 - **HQ Location:** 5502 Monterey Dr, Frisco, Texas 75034, US - **Twitter:** @korecompany (330 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/korecoofficial/ (13 employees on LinkedIn®) ## 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. --- ## What Are the Most Common Questions About Live Chat Software? *AI-generated · Last updated: June 3, 2026* ### Which live chat software is best for ecommerce Based on G2 reviews, several products stand out for ecommerce teams that need fast messaging, centralized conversations, and support for order-related questions. Recent reviewers most often highlight unified inboxes, automation for repetitive requests, and better visibility into customer history across chat, email, and other channels. - [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service) — omnichannel support with ticket automation. - [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud) — case tracking with AI-assisted workflows. - [Fin](https://www.g2.com/products/fin) — answers simple questions using help content. - [Zoho Desk](https://www.g2.com/products/zoho-desk) — ticketing, chat, and workflow flexibility. ### Best live chat options for business websites Based on G2 reviews, buyers looking at live chat options for business websites often focus on quick setup, easy agent workflows, and the ability to keep conversations organized across channels. Recent reviews show strong interest in tools that support live chat alongside email, phone, social, or help center experiences. - [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service) — ticketing and chat in one workspace. - [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud) — omnichannel case handling and automation. - [Fin](https://www.g2.com/products/fin) — automated answers for repetitive website questions. - [Zoho Desk](https://www.g2.com/products/zoho-desk) — live chat with structured support workflows. ### Leading live chat apps to improve customer support Based on G2 reviews, the leading live chat apps in this category are the ones that help teams reduce repetitive work, keep context in one place, and respond across more than one channel. Recent reviewers repeatedly mention easier routing, quicker follow-up, and better visibility into customer history as key benefits when support volume increases. - [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service) — unified support across chat and email. - [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud) — centralized customer data and routing. - [Fin](https://www.g2.com/products/fin) — deflects repetitive Tier 1 questions. - [Zoho Desk](https://www.g2.com/products/zoho-desk) — structured ticketing with multichannel support. ### What should buyers look for in live chat software According to verified users, the most important things to look for in live chat software are fast setup, a clear shared inbox, and the ability to manage conversations without jumping between tools. Recent reviews repeatedly mention chat combined with email, phone, or social channels in one workspace, along with automation for routing, canned replies, and follow-up. Buyers also care about knowledge base connections, chat history, and easy agent onboarding. Several reviews note that strong integrations and reporting help teams understand recurring questions and resolution workflows, while weak analytics, lag, or hard-to-manage customization can slow support down. ### What are the most important features in live chat software According to verified users, the most important features in live chat software are shared inboxes, live messaging, automation, and access to customer context during conversations. Across recent reviews, buyers consistently highlight routing rules, canned responses, chat history, and multichannel support as especially useful for keeping work organized. Knowledge base connections and self-service tools also matter because they help answer repetitive questions before an agent steps in. Many reviewers also value reporting, ticket tracking, and integrations with other systems so teams can follow conversations, collaborate internally, and maintain continuity across support interactions. Ease of use is a recurring theme, especially for onboarding new agents quickly.