# Best Live Chat Software ## How Many Live Chat Software Products Does G2 Track? **Total Products under this Category:** 485 ### Category Stats (Aug 2026) - **Average Rating:** 4.47/5 The average rating of products in this category, based on all submitted ratings - **Top Trending Product:** Callbell (+2.42%) - Among all products in this category, Callbell recorded the largest rating increase compared to last month _Last updated: August 04, 2026_ ## How Does G2 Rank Live Chat Software Products? **Why You Can Trust G2's Software Rankings:** - 30 Analysts and Data Experts - 100,900+ Authentic Reviews - 485+ Products - Unbiased Rankings G2's software rankings are built on verified user reviews, rigorous moderation, and a consistent research methodology maintained by a team of analysts and data experts. Each product is measured using the same transparent criteria, with no paid placement or vendor influence. While reviews reflect real user experiences, which can be subjective, they offer valuable insight into how software performs in the hands of professionals. Together, these inputs power the G2 Score, a standardized way to compare tools within every category. ## G2 Grid® for Live Chat Software ![G2 Grid® for Live Chat Software plotting products by satisfaction and market presence](https://www.g2.com/categories/live-chat/grids.png?focus%5B%5D=574&focus%5B%5D=5494&focus%5B%5D=90225&focus%5B%5D=3270&focus%5B%5D=2743&focus%5B%5D=1281845&focus%5B%5D=10366&focus%5B%5D=19432) Highlighted products: Zendesk for Customer Service, Agentforce Service (formerly Salesforce Service Cloud), Qualified, Fin, Zoho Desk, WhatsApp Business Platform, Podium, and Birdeye. Underlying data: [Grid® JSON](https://www.g2.com/categories/live-chat/grids.json?focus%5B%5D=zendesk-for-customer-service&focus%5B%5D=agentforce-service-formerly-salesforce-service-cloud&focus%5B%5D=qualified&focus%5B%5D=fin&focus%5B%5D=zoho-desk&focus%5B%5D=whatsapp-business-platform&focus%5B%5D=podium&focus%5B%5D=birdeye) **Sponsored** ### Text Text is an AI-first customer service platform built for ecommerce and digital-first businesses that want to grow volume without growing the team. The idea behind Text is simple: your support team is already your biggest sales channel - no matter if it's working on email, tickets, live chat or messaging apps. And now there's a way to unlock their potential with Text! 🛒 Text AI doesn't just support - it sells In Text, AI agents and human agents share one inbox. But unlike most platforms, the Text AI doesn't just answer questions and close chats. It: • detects checkout hesitation and steps in with the right offer; • spots buying signals hiding in routine inquiries • qualifies leads, captures details, and hands your team warm conversations with full context The result? Your support becomes the place where revenue happens. 💡 74% resolution rate, around the clock The AI agent works 24/7, resolving repetitive queries end-to-end - order status, returns, FAQs, product specs - all grounded in your own knowledge base. And it's good at it: 74% resolution rate versus 59% industry average. When no one's online, Text AI agents keep working: • capturing leads • qualifying visitors • collecting what your team needs for a meaningful follow-up When your team's back, it shifts gears - triaging by intent and routing high-value conversations to the right person. 📡 Every channel, one inbox One omnichannel inbox in Text covers chat, email, Facebook Messenger, SMS, WhatsApp, Instagram, Telegram and more. Full conversation history, customer context, and Shopify order data visible per contact. Tickets and chats are unified in one Text interface with shared tagging and routing between communication channels. 🤖 Automation at every level Workflows in Text handle tagging, routing, follow-ups, and notifications - connected to HubSpot, Shopify, Slack, and more. Text AI agents resolve conversations autonomously, with custom skills you define in plain language. Copilot assists your human agents with reply suggestions and summaries. You stay in control: tone, answer length, language - all configurable per AI agent. Conversations in Text can be supervised in real time, with human takeover at any point.. 🌍 Minutes to set up. Built to scale. Whether you're a growing ecommerce brand or a digital-first team scaling fast - setup takes minutes. Point the Text AI at your website and it's handling conversations the same day. Text products are trusted by over 35,000 companies including Unilever, Wembley Stadium, and MIT. 🔒 Text is built for enterprise trust and security • SOC 2 audited • GDPR compliant • CCPA compliant • PCI DSS certified Start your free 14-day Text trial today and see how Text transforms support into measurable ROI. No credit card required. Visit text.com for more! [Visit website](https://www.g2.com/external_clickthroughs/record?secure%5Bad_program%5D=ppc&secure%5Bad_slot%5D=category_product_list_llm&secure%5Bcategory_id%5D=191&secure%5Bchosen_at%5D=2026-08-24T00%3A46%3A37Z&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=1511959&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=0213c6a2e9e19b45e1f9f1ba7d21e16962129bb012ac9ce7e8d069ef9de8cc20&secure%5Burl%5D=https%3A%2F%2Fwww.text.com%2Ffeatures%2Fai-live-chat%2F%3Futm_source%3Dg2%26utm_medium%3Dppc%26utm_campaign%3Dg2-clicks&secure%5Burl_type%5D=custom_url) ### [Zendesk for Customer Service](https://www.g2.com/es/products/zendesk-for-customer-service/reviews) Zendesk para el Servicio al Cliente es una solución de servicio impulsada por IA que es fácil de configurar, usar y escalar. Ofrece una funcionalidad lista para usar que es simple de modificar, ayudando a las empresas a moverse más rápido. Aprovechando la IA construida sobre miles de millones de interacciones de CX, Zendesk mejora toda la experiencia de servicio, desde el autoservicio hasta los agentes y administradores, mejorando la eficiencia a escala. Zendesk equipa a los agentes con herramientas, conocimientos y contexto para ofrecer un servicio personalizado en todos los canales, incluidos los mensajes sociales, el teléfono y el correo electrónico. Unifica conversaciones personalizadas, gestión de casos omnicanal, flujos de trabajo de IA, automatización y un Mercado de más de 1800 aplicaciones bajo una sola plataforma. Zendesk QA utiliza IA para evaluar y mejorar el rendimiento de los agentes, mientras que la Gestión de la Fuerza Laboral optimiza la programación y la productividad para asegurar la preparación durante los momentos de mayor demanda. La solución es fácil de implementar y ajustar sin necesidad de TI o desarrolladores. La misión de Zendesk es simplificar la complejidad empresarial y permitir conexiones significativas con los clientes para empresas de todos los tamaños. Sirviendo a más de 130K marcas globales en más de 30 idiomas, Zendesk tiene su sede en San Francisco con oficinas en todo el mundo. **Average Rating:** 4.3/5.0 **Total Reviews:** 6,693 #### How Do G2 Users Rate Zendesk for Customer Service? - **¿Ha sido the product un buen socio para hacer negocios?:** 8.4/10 (Category avg: 9.1/10) - **Desarrollo de Leads:** 8.1/10 (Category avg: 8.5/10) - **Personalización:** 8.0/10 (Category avg: 8.5/10) - **Co-navegación:** 8.0/10 (Category avg: 8.1/10) #### Who Is the Company Behind Zendesk for Customer Service? - **Vendedor:** [Zendesk](https://www.g2.com/es/sellers/zendesk) - **Sitio web de la empresa:** www.zendesk.com - **Año de fundación:** 2007 - **Ubicación de la sede:** San Francisco, CA - **Twitter:** @Zendesk 102,672 seguidores en Twitter - **Página de LinkedIn®:** [www.linkedin.com](https://www.g2.com/es/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=511eeaf2c0ddc5065caaef5bb8b6d60bcc6b89740bd82db40e2e197c6eced9e2&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F418095%2F&secure%5Burl_type%5D=linkedin_company_website) 7,302 empleados en LinkedIn® #### Who Uses This Product? - **Who Uses This:** Gerente de Éxito del Cliente, Director Ejecutivo - **Top Industries:** Software de Computadora, Tecnología de la información y servicios - **Company Size:** 45% Medium, 40% Small #### What Do G2 Reviewers Say About Zendesk for Customer Service? _AI-generated summary from verified user reviews_ ##### Pros - Los usuarios aprecian la **facilidad de uso** con Zendesk, beneficiándose de flujos de trabajo organizados y funcionalidad sin problemas. - Los usuarios valoran las **funciones de comunicación centralizada y automatización** de Zendesk, mejorando la eficiencia y el soporte personalizado. - Los usuarios valoran la **organización eficiente y las respuestas rápidas** facilitadas por el sistema centralizado de atención al cliente de Zendesk. - Los usuarios encuentran **la facilidad de uso** de Zendesk invaluable, apreciando su interfaz intuitiva y la gestión eficiente de tareas. - Los usuarios se benefician de la **fácil gestión de los tickets de soporte** en Zendesk, mejorando la colaboración y la eficiencia. ##### Cons - Los usuarios encuentran que Zendesk carece de **funciones faltantes** , como estados de tickets personalizables y opciones de comentarios para los agentes. - Los usuarios encuentran las **funciones limitadas** de Zendesk frustrantes, lo que lleva a soluciones complejas y configuraciones que consumen mucho tiempo. - Los usuarios encuentran la **curva de aprendizaje empinada** debido a las características avanzadas, lo que hace que la configuración y personalización sean desafiantes para los no expertos. - Los usuarios encuentran **personalización limitada** en Zendesk, lo que requiere un tiempo y esfuerzo significativos para lograr las configuraciones y ajustes deseados. - Los usuarios encuentran la **complejidad** de Zendesk abrumadora para los principiantes, con una curva de aprendizaje pronunciada para las funciones avanzadas y los informes. #### What Are Recent G2 Reviews of Zendesk for Customer Service? **["Zendesk: Great Ticketing Software"](https://www.g2.com/es/survey_responses/zendesk-for-customer-service-review-13342632)** **Rating:** 4.5/5.0 stars _— Rolando F._ [Read full review](https://www.g2.com/es/survey_responses/zendesk-for-customer-service-review-13342632) **["Plataforma de Servicio al Cliente Fuerte con Integraciones Poderosas"](https://www.g2.com/es/survey_responses/zendesk-for-customer-service-review-13254112)** **Rating:** 5.0/5.0 stars _— James H._ [Read full review](https://www.g2.com/es/survey_responses/zendesk-for-customer-service-review-13254112) #### What Are G2 Users Discussing About Zendesk for Customer Service? - [¿Cómo está Zendesk Support Suite transformando la experiencia de servicio al cliente en varias industrias?](https://www.g2.com/es/discussions/how-is-zendesk-support-suite-transforming-the-customer-service-experience-in-various-industries) - 6 comments, 4 upvotes - [¿Para qué se utiliza Zendesk Support Suite?](https://www.g2.com/es/discussions/what-is-zendesk-support-suite-used-for) - 3 comments, 2 upvotes - [Is there a free version of Zendesk?](https://www.g2.com/es/discussions/is-there-a-free-version-of-zendesk) - 7 comments, 1 upvote - [Is zendesk any good?](https://www.g2.com/es/discussions/is-zendesk-any-good) - 8 comments, 1 upvote - [¿Qué puedes hacer con Zendesk?](https://www.g2.com/es/discussions/what-can-you-do-with-zendesk) - 3 comments, 3 upvotes ### [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) Salesforce Service Cloud is the world's #1 AI CRM for service, where humans with AI agents drive customer success together. Service Cloud enables seamless collaboration between AI agents and humans, for every type of service, on any channel, and across any industry to deliver effortless experiences from first contact to final resolution. With autonomous agents, you can transform low-touch, high-volume interactions into no-touch experiences, seamlessly handing them off to your human agents only when needed for high-touch more complex interactions. AI integrated into the flow of work helps your service teams achieve new levels of productivity, drive better customer satisfaction and to drive growth. All of these capabilities are built on the Salesforce Platform with Agentforce and Data Cloud allowing service organizations around the world to : - Deliver proactive support with data from your products, assets & services - Provide 24/7 cross-channel service & resolve issues fast with AI agents - Boost productivity and accelerate growth with one integrated platform **Average Rating:** 4.4/5.0 **Total Reviews:** 6,971 #### How Do G2 Users Rate Agentforce Service (formerly Salesforce Service Cloud)? - **Has the product been a good partner in doing business?:** 8.7/10 (Category avg: 9.1/10) - **Lead Development:** 8.5/10 (Category avg: 8.5/10) - **Customization :** 8.4/10 (Category avg: 8.5/10) - **Co-Browsing:** 7.8/10 (Category avg: 8.1/10) #### Who Is the Company Behind Agentforce Service (formerly Salesforce Service Cloud)? - **Seller:** [Salesforce](https://www.g2.com/sellers/salesforce) - **Company Website:** www.salesforce.com - **Year Founded:** 1999 - **HQ Location:** San Francisco, CA - **Twitter:** @salesforce 579,511 Twitter followers - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=c04f36289ca03aeff007197f1d9e74e925e328ed6bcfaff98911c78b3ab382f7&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F3185%2F&secure%5Burl_type%5D=linkedin_company_website) 83,223 employees on LinkedIn® #### Who Uses This Product? - **Who Uses This:** Salesforce Administrator, Salesforce Developer - **Top Industries:** Information Technology and Services, Computer Software - **Company Size:** 42% Medium, 37% Large #### What Do G2 Reviewers Say About Agentforce Service (formerly Salesforce Service Cloud)? _AI-generated summary from verified user reviews_ ##### Pros - Users find Agentforce Service to be **easy to configure and use** , enhancing productivity and supporting service requirements effectively. - Users appreciate the **user-friendly UI** of Agentforce Service, facilitating easy setup and streamlined case management. - Users appreciate the **streamlined case management** of Agentforce Service, making it easy to keep cases organized and efficient. - Users value the **efficiency** of Agentforce Service, benefiting from its easy setup and seamless integration capabilities. - Users value the **ease of setup and helpful features** in Salesforce Service Cloud, enhancing overall efficiency and support speed. ##### Cons - Users find the **complexity** of Agentforce Service challenging, especially for new users and custom integrations. - Users find the **learning curve steep** for new users, particularly in configuring automation and workflows effectively. - Users find the **steep learning curve** of Agentforce Service challenging, requiring significant time and training for proficiency. - Users find the service to be **expensive** , especially with additional licensing and feature costs adding up quickly. - Users find the **complex usability** of Agentforce Service challenging, requiring technical expertise for optimal setup and customization. #### What Are Recent G2 Reviews of Agentforce Service (formerly Salesforce Service Cloud)? **["The Evolution of Service: Bridging the Gap Between Data and Action."](https://www.g2.com/survey_responses/agentforce-service-formerly-salesforce-service-cloud-review-12796220)** **Rating:** 4.0/5.0 stars _— Naampreet K._ [Read full review](https://www.g2.com/survey_responses/agentforce-service-formerly-salesforce-service-cloud-review-12796220) **["“Daily Use Review of Salesforce Service Cloud in Collections”"](https://www.g2.com/survey_responses/agentforce-service-formerly-salesforce-service-cloud-review-12938648)** **Rating:** 5.0/5.0 stars _— Arnold D._ [Read full review](https://www.g2.com/survey_responses/agentforce-service-formerly-salesforce-service-cloud-review-12938648) #### 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) - [What is Salesforce customer community?](https://www.g2.com/discussions/what-is-salesforce-customer-community) - 2 comments - [What is feedback management system?](https://www.g2.com/discussions/what-is-feedback-management-system) ### [Qualified](https://www.g2.com/products/qualified/reviews) Qualified is the Agentic Marketing platform for B2B companies around the world. Headquartered in San Francisco, Qualified is built to modernize and maximize inbound pipeline generation with Piper the AI SDR Agent. Piper autonomously engages website visitors, captures leads, and converts them into pipeline with zero human intervention. With Piper, Qualified is transforming pipeline generation as we know it today. Your website is the front door to your business and the pinnacle of pipeline generation, but what happens when interested buyers want to learn more? They submit a web form and move on. Those leads get added to a queue for an inbound Sales Development Rep (SDR) to follow up with and nurture to pipeline for your sales team. How long does it take for an inbound lead to hear back? It can take hours, if not days. In the world of sales and marketing, speed is crucial as 78% of buyers go with the vendor that responds to them first. The problem is it's impossible to respond quickly with the current process because it's painfully manual, time intensive, and it relies on limited human capacity. But it doesn’t have to be this way. In the age of AI, we can put pipeline generation on autopilot. Meet Piper the AI SDR Agent. She operates across your entire inbound motion and works tirelessly to convert qualified buyers into pipeline, 24x7. Piper knows everything about your buyers. She profiles every website visitor to understand whether they're qualified and where they are in the buying journey then works toward her conversion goals. Piper also turns every touchpoint on your website into an opportunity for conversion with live chat, meeting booking, and personalized marketing offers. What's more, Piper works the inbox to send fast, personalized follow up and nurture emails to each and every lead. Hundreds of the world’s leading brands—including Crunchbase, Demandbase, Greenhouse, Plaid, and Suse—have hired Piper the AI SDR Agent to grow their inbound pipeline and are seeing real tangible business results. **Average Rating:** 4.9/5.0 **Total Reviews:** 1,539 #### How Do G2 Users Rate Qualified? - **Has the product been a good partner in doing business?:** 9.9/10 (Category avg: 9.1/10) - **Lead Development:** 9.5/10 (Category avg: 8.5/10) - **Customization :** 9.4/10 (Category avg: 8.5/10) - **Co-Browsing:** 9.1/10 (Category avg: 8.1/10) #### Who Is the Company Behind Qualified? - **Seller:** [Salesforce](https://www.g2.com/sellers/salesforce) - **Company Website:** www.salesforce.com - **Year Founded:** 1999 - **HQ Location:** San Francisco, CA - **Twitter:** @salesforce 579,511 Twitter followers - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=c04f36289ca03aeff007197f1d9e74e925e328ed6bcfaff98911c78b3ab382f7&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F3185%2F&secure%5Burl_type%5D=linkedin_company_website) 83,223 employees on LinkedIn® #### Who Uses This Product? - **Who Uses This:** Marketing Operations Manager, Sales Development Representative - **Top Industries:** Computer Software, Information Technology and Services - **Company Size:** 67% Medium, 21% Large #### What Do G2 Reviewers Say About Qualified? _AI-generated summary from verified user reviews_ ##### Pros - Users value the **excellent and responsive customer support** from Qualified, ensuring smooth implementation and ongoing assistance. - Users value the **excellent support** from Qualified, enhancing their experience and facilitating smooth integrations and migrations. - Users value the **seamless data integration** of Qualified, enhancing real-time engagement and optimizing website conversions effectively. - Users find Qualified to be **exceptionally easy to use** , with seamless integration and effective tools enhancing their experience. - Users value the **exceptional customer service** from Qualified, noting responsiveness and personalized support throughout their experience. ##### Cons - Users find the **learning curve steep** due to non-intuitive reporting and dashboard features, affecting overall usability. - Users note the **missing features** in Qualified, making it difficult to extract insights and accomplish tasks efficiently. - Users face a **steep learning curve** with Qualified, requiring time and support to fully utilize its features. - Users desire more **customization options** in Qualified, particularly for graphic elements and dialogue flow management. - Users find the **complexity** of Qualified's setup and management can be cumbersome without proper guidance and support. #### What Are Recent G2 Reviews of Qualified? **["The best tech vendor we've ever implemented. Instant engagement, better meetings, phenomenal support"](https://www.g2.com/survey_responses/qualified-review-13193222)** **Rating:** 5.0/5.0 stars _— Layne P._ [Read full review](https://www.g2.com/survey_responses/qualified-review-13193222) **["Outstanding Partnership and 24/7 AI SDR That Accelerates Time-to-Value"](https://www.g2.com/survey_responses/qualified-review-13191342)** **Rating:** 5.0/5.0 stars _— David B._ [Read full review](https://www.g2.com/survey_responses/qualified-review-13191342) #### 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) - [What is qualified io?](https://www.g2.com/discussions/what-is-qualified-io) ### [Fin](https://www.g2.com/products/fin/reviews) Fin is a single Customer Agent that can take on different roles, depending on what the conversation needs. Fin can handle sales, service, and more - all as part of one continuous experience for the customer. Key benefits of Fin AI Agent: - Automates complex tasks such as refunds, transaction disputes, and technical troubleshooting. - Easy to configure with a no-code experience that anyone on your team can manage. - Works with any helpdesk, including Salesforce, HubSpot, and Freshdesk – no migration required. - Affordable at scale with pricing starting at just $0.99 per outcome. - Provides complete visibility and control through tools to analyze, train, test, and deploy Fin across all channels. - Engages buyers as they explore your site, providing instant, relevant answers when intent is highest. - Moves prospects closer to a decision, answering questions about pricing and features, addressing objections, and matching solutions to their needs. - Closes opportunities by guiding qualified buyers to the right next step – booking meetings, starting trials, or handing off to sales with full context. How it works: Fin combines generative AI with deterministic rules to act just like your best human agents. You can give Fin detailed, step-by-step instructions, and it will follow them with speed and reliability – reducing time to resolution and improving customer satisfaction. Under the hood, Fin is powered by Fin APEX 1.0, the highest-performing, fastest model for customer service. Every layer is optimized for accuracy, speed, and reliability, so Fin can handle high volumes and complex queries with confidence. Proof of performance: - Fin resolves 67% of customer queries on average, with rates as high as 93% for some teams. - Trusted by 6,000+ customer service teams, including the world’s leading AI companies like Anthropic. - In independent tests, Fin consistently outperformed competitors, delivering higher resolution rates than Forethought, Decagon, and others. Ranked #1 AI Agent on G2, with the highest number of reviews. **Average Rating:** 4.5/5.0 **Total Reviews:** 3,738 #### How Do G2 Users Rate Fin? - **Has the product been a good partner in doing business?:** 8.8/10 (Category avg: 9.1/10) - **Lead Development:** 8.2/10 (Category avg: 8.5/10) - **Customization :** 8.2/10 (Category avg: 8.5/10) - **Co-Browsing:** 8.2/10 (Category avg: 8.1/10) #### Who Is the Company Behind Fin? - **Seller:** [Intercom, Inc.](https://www.g2.com/sellers/intercom-inc) - **Company Website:** www.intercom.com - **Year Founded:** 2011 - **HQ Location:** San Francisco, CA - **Twitter:** @fin\_ai 45,225 Twitter followers - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=c4ccbb923eea5ff058661d3cb8551a19d9d748d77ac398b352ccf53e3c08ea3f&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Ffin%2F&secure%5Burl_type%5D=linkedin_company_website) 953 employees on LinkedIn® #### Who Uses This Product? - **Who Uses This:** Customer Success Manager, CEO - **Top Industries:** Computer Software, Information Technology and Services - **Company Size:** 56% Small, 37% Medium #### What Do G2 Reviewers Say About Fin? _AI-generated summary from verified user reviews_ ##### Pros - Users appreciate the **powerful query resolution** capabilities of Fin, highlighting its quick access to helpful resources. - Users find Fin to be **incredibly easy to use** and appreciate its quick and efficient responses. - Users appreciate Fin's **speed and reliability** in resolving queries, enjoying its intuitive UI and seamless integration. - Users enjoy the **efficiency** of Fin, benefiting from seamless navigation and effective AI handling of customer queries. - Users value the **quick and helpful customer support** from Intercom, enhancing their overall service experience and satisfaction. ##### Cons - Users find the **missing features** in Fin, particularly for procedure visibility and conversation simulation, frustrating and limiting. - Users find **AI limitations** in Fin, struggling with unique formats and providing unhelpful responses at times. - Users express frustration with **limited features** in Fin, citing a need for better integration and simulation options. - Users find the **learning curve challenging** , struggling with setup and the need for constant monitoring and attention. - Users express frustration with **poor customer support** , citing long response times and inadequate assistance from agents. #### What Are Recent G2 Reviews of Fin? **["Intercom Fin: Best-in-Class Chatbot with Smooth UX and Powerful Integrations"](https://www.g2.com/survey_responses/fin-review-13320267)** **Rating:** 5.0/5.0 stars _— Karan S._ [Read full review](https://www.g2.com/survey_responses/fin-review-13320267) **["Fast, Accurate AI Support That Streamlines Help Desk Workflows"](https://www.g2.com/survey_responses/fin-review-13196970)** **Rating:** 4.5/5.0 stars _— Muhammed A._ [Read full review](https://www.g2.com/survey_responses/fin-review-13196970) #### 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 - [What is intercom app used for?](https://www.g2.com/discussions/what-is-intercom-app-used-for) - 1 comment - [How does Intercom chat work?](https://www.g2.com/discussions/how-does-intercom-chat-work) - 1 comment ## FAQs About Live Chat Software Generated using AI 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. ### [Zoho Desk](https://www.g2.com/es/products/zoho-desk/reviews) Zoho Desk es una solución de software de mesa de ayuda basada en la web diseñada para ayudar a las organizaciones a proporcionar experiencias excepcionales de soporte al cliente. Esta plataforma sirve como un centro centralizado para gestionar interacciones con clientes a través de múltiples canales, permitiendo a las empresas optimizar sus procesos de soporte y mejorar la satisfacción general del cliente. Al centrarse en las necesidades tanto de los clientes como de los agentes de soporte, Zoho Desk busca crear un entorno de mesa de ayuda más eficiente y efectivo. Dirigido principalmente a empresas de todos los tamaños, Zoho Desk atiende a equipos de soporte al cliente que buscan mejorar su entrega de servicios y eficiencia operativa. El software es particularmente beneficioso para organizaciones que requieren un sistema robusto para gestionar consultas de varios canales de comunicación, incluyendo correo electrónico, chat, redes sociales y teléfono. Con su conjunto de características integrales, Zoho Desk es adecuado para industrias como el comercio minorista, la tecnología, la salud y las finanzas, donde el compromiso y el soporte al cliente son críticos para el éxito. Una de las características destacadas de Zoho Desk es su capacidad de soporte omnicanal, que permite a las empresas interactuar con los clientes sin problemas a través de diferentes plataformas. Esto asegura que los clientes reciban respuestas consistentes y oportunas, independientemente de cómo elijan comunicarse. Además, la plataforma mejora la productividad de los agentes a través de herramientas de automatización que manejan tareas repetitivas, permitiendo a los equipos de soporte centrarse en problemas de clientes más complejos. La integración de capacidades de IA empodera aún más a los agentes al proporcionarles información y sugerencias basadas en datos históricos e interacciones con clientes. Zoho Desk también ofrece amplias opciones de personalización, permitiendo a las organizaciones adaptar la experiencia de la mesa de ayuda a sus necesidades específicas. Los usuarios pueden crear flujos de trabajo personalizados, configurar respuestas automáticas y diseñar paneles personalizados para monitorear métricas de rendimiento. Este nivel de personalización asegura que las empresas puedan adaptar el software para ajustarse a sus requisitos operativos únicos, lo que lleva a una mejora en la entrega de servicios y la satisfacción del cliente. Además, Zoho Desk proporciona información de rendimiento en tiempo real, permitiendo a los gerentes de soporte rastrear métricas clave y tomar decisiones basadas en datos. La capacidad de analizar interacciones con clientes y el rendimiento de los agentes ayuda a las organizaciones a identificar áreas de mejora y optimizar sus estrategias de soporte. Con su modelo de precios rentable, Zoho Desk se destaca como una solución práctica para empresas que buscan mejorar sus capacidades de soporte al cliente sin incurrir en gastos excesivos. **Average Rating:** 4.4/5.0 **Total Reviews:** 7,623 #### How Do G2 Users Rate Zoho Desk? - **¿Ha sido the product un buen socio para hacer negocios?:** 8.4/10 (Category avg: 9.1/10) - **Desarrollo de Leads:** 8.4/10 (Category avg: 8.5/10) - **Personalización:** 8.2/10 (Category avg: 8.5/10) - **Co-navegación:** 8.3/10 (Category avg: 8.1/10) #### Who Is the Company Behind Zoho Desk? - **Vendedor:** [Zoho](https://www.g2.com/es/sellers/zoho-b00ca9d5-bca8-41b5-a8ad-275480841704) - **Sitio web de la empresa:** www.zoho.com - **Año de fundación:** 1996 - **Ubicación de la sede:** Austin, TX - **Twitter:** @Zoho 137,880 seguidores en Twitter - **Página de LinkedIn®:** [www.linkedin.com](https://www.g2.com/es/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=9c8e45ddb296c32c6c5597ef9ba945c94562c57624f7bd1dcf1a9e9931f71578&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F38373%2F&secure%5Burl_type%5D=linkedin_company_website) 30,766 empleados en LinkedIn® #### Who Uses This Product? - **Who Uses This:** Director Ejecutivo, Director - **Top Industries:** Tecnología de la información y servicios, Software de Computadora - **Company Size:** 73% Small, 23% Medium #### What Do G2 Reviewers Say About Zoho Desk? _AI-generated summary from verified user reviews_ ##### Pros - Los usuarios aprecian la **facilidad de uso** de Zoho Desk, encontrando la configuración simple y la personalización directa. - Los usuarios aprecian las **funciones de personalización y la integración de correo electrónico** de Zoho Desk, mejorando la eficiencia y visibilidad del equipo. - A los usuarios les encanta la **gestión eficiente de tickets** en Zoho Desk, agilizando el soporte y mejorando la colaboración del equipo sin esfuerzo. - Los usuarios valoran las **extensas integraciones** de Zoho Desk, facilitando una comunicación fluida a través de varias plataformas y mejorando la productividad. - Los usuarios valoran la **interfaz intuitiva** de Zoho Desk, mejorando la organización y simplificando la gestión del soporte al cliente. ##### Cons - Los usuarios encuentran la **curva de aprendizaje** empinada debido a una interfaz ocupada y una configuración compleja, lo que hace que la navegación sea un desafío. - Los usuarios experimentan una **curva de aprendizaje pronunciada** debido a una interfaz ocupada y una configuración compleja para las nuevas funciones. - Los usuarios notan que las **opciones de personalización limitadas** pueden ser confusas y restringen la funcionalidad en ciertas características de Zoho Desk. - Los usuarios encuentran que la **complejidad** de la interfaz de usuario y las funciones de informes de Zoho Desk obstaculizan su flujo de trabajo diario y eficiencia. - Los usuarios encuentran la **interfaz poco intuitiva** , sintiéndose abrumados por muchas opciones y elementos ocultos que complican la navegación. #### What Are Recent G2 Reviews of Zoho Desk? **["Ayúdanos a llevar un seguimiento de los mensajes de los clientes fácilmente"](https://www.g2.com/es/survey_responses/zoho-desk-review-13233241)** **Rating:** 4.0/5.0 stars _— Mustafa E._ [Read full review](https://www.g2.com/es/survey_responses/zoho-desk-review-13233241) **["Solución eficiente y clara para el servicio al cliente"](https://www.g2.com/es/survey_responses/zoho-desk-review-13218904)** **Rating:** 4.5/5.0 stars _— Thomas A._ [Read full review](https://www.g2.com/es/survey_responses/zoho-desk-review-13218904) #### What Are G2 Users Discussing About Zoho Desk? - [¿Cómo está mejorando Zoho Desk la gestión del servicio al cliente en diversos sectores empresariales?](https://www.g2.com/es/discussions/how-is-zoho-desk-enhancing-customer-service-management-in-diverse-business-sectors) - 1 comment, 1 upvote - [¿Cómo optimiza Zoho Desk las operaciones de servicio al cliente para empresas de todos los tamaños?](https://www.g2.com/es/discussions/how-does-zoho-desk-streamline-customer-service-operations-for-businesses-of-all-sizes) - 1 comment, 1 upvote - [¿Para qué se utiliza Zoho Desk?](https://www.g2.com/es/discussions/what-is-zoho-desk-used-for) - 2 comments, 1 upvote ### [WhatsApp Business Platform](https://www.g2.com/products/whatsapp-business-platform/reviews) The WhatsApp Business Platform (API) is a powerful tool that enables businesses to connect with their customers on a personal level, at scale. With over 2 billion monthly active users on WhatsApp, this API provides a unique opportunity for businesses to build meaningful relationships with their audience. Ideal For: - Businesses seeking to send marketing messages, enhance customer engagement through transactional messages, authentication messages and support messages - Enterprises looking to automate routine communication tasks - Marketers aiming to leverage WhatsApp's vast user base for targeted campaigns Benefits: - Improved Customer Experience: Provide instant support and personalized interactions - Increased Efficiency: Automate routine tasks, freeing up resources for more strategic initiatives - Enhanced Data Insights: Gain valuable insights into customer behavior Key Features: - Scalable Messaging: Send and receive messages programmatically - Multimedia Support: Share text, images, documents, and links - Personalized Interactions: Use customer data to create tailored experiences - Omnichannel Support: Integrate WhatsApp with existing channels - Robust Analytics: Track key metrics to optimize campaigns - High Uptime and Security: Enjoy 99.9% uptime and SOC2 and ISO 27001 certifications **Average Rating:** 4.6/5.0 **Total Reviews:** 241 #### How Do G2 Users Rate WhatsApp Business Platform? - **Has the product been a good partner in doing business?:** 8.9/10 (Category avg: 9.1/10) - **Lead Development:** 8.6/10 (Category avg: 8.5/10) - **Customization :** 8.5/10 (Category avg: 8.5/10) - **Co-Browsing:** 8.0/10 (Category avg: 8.1/10) #### Who Is the Company Behind WhatsApp Business Platform? - **Seller:** [Meta Platforms, Inc](https://www.g2.com/sellers/meta-platforms-inc) - **Company Website:** about.meta.com - **Year Founded:** 2008 - **HQ Location:** Menlo Park, CA - **Twitter:** @Meta 9,891,711 Twitter followers - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=8ddd5ae494d43c8871a4a073a634fa2f05131a85b5f7f4df13a9fc1cffa0ec84&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fmeta%2F&secure%5Burl_type%5D=linkedin_company_website) 158,764 employees on LinkedIn® #### Who Uses This Product? - **Top Industries:** Computer Software, Information Technology and Services - **Company Size:** 66% Small, 24% Medium #### 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, making customer interaction seamless and efficient. - Users value the **automation features** of WhatsApp Business Platform for efficient, scalable communication and easy setup. - Users value the **quick and automated reply feature** of WhatsApp Business, enhancing efficiency and customer engagement. - Users value the **versatile features** of WhatsApp Business Platform, enhancing client connections and promoting business growth effectively. - Users value the **easy communication** fostered by WhatsApp Business Platform, enhancing customer interactions with speed and professionalism. ##### Cons - Users highlight **limited scalability and complex setup** as drawbacks of the WhatsApp Business Platform, impacting small businesses. - Users express frustration with the **messaging issues** , including visibility of typing indicators and message clutter. - Users are frustrated by the **missing features** in WhatsApp Business, lacking advanced options and ease of use for advertising. - Users face **template issues** that complicate communication, with slow approvals and penalties for missed response windows. - Users find the service **expensive** and face complex setups, slow approvals, and rising costs at scale. #### What Are Recent G2 Reviews of WhatsApp Business Platform? **["Simple, Efficient Customer Communication with WhatsApp Business"](https://www.g2.com/survey_responses/whatsapp-business-platform-review-13173208)** **Rating:** 5.0/5.0 stars _— Rahul K._ [Read full review](https://www.g2.com/survey_responses/whatsapp-business-platform-review-13173208) **["Facilitate Professionalism and Business Organization"](https://www.g2.com/survey_responses/whatsapp-business-platform-review-13257859)** **Rating:** 4.5/5.0 stars _— Yodamia C._ [Read full review](https://www.g2.com/survey_responses/whatsapp-business-platform-review-13257859) ### [Podium](https://www.g2.com/de/products/podium/reviews) Podium ist eine KI-native Kommunikationsplattform, die KI-Mitarbeiter einsetzt, um lokalen Unternehmen zu helfen, jedes Gespräch – ob Text, Anruf oder Web-Chat – in Umsatz zu verwandeln. Vertraut von über 100.000 lokalen Unternehmen – von Autohäusern und HVAC-Diensten bis hin zu Ästhetikzentren und Einzelhändlern – erfasst und konvertiert Podium rund um die Uhr Leads und sorgt für neue Geschäfte und wiederkehrende Kunden. Heute kaufen 78 % der Kunden bei dem ersten Unternehmen, das antwortet – aber die meisten Unternehmen benötigen eine Stunde oder mehr, um zu antworten. Podium schließt diese Lücke sofort mit "Jerry", Ihrem immer verfügbaren KI-Mitarbeiter. Von Tag eins an versteht Jerry Ihr Inventar, antwortet innerhalb von zwei Minuten, plant Termine, bucht Probefahrten, sendet gezielte Werbeaktionen, fordert Bewertungen an und antwortet sogar auf Kundenfeedback auf Google. Jerry entlastet Ihr Personal, damit es sich auf wertschöpfende Aufgaben konzentrieren kann und jeder Kunde einen erstklassigen Service erhält. Unternehmen, die Podiums KI-Mitarbeiter nutzen, berichten von: - 30 % Umsatzsteigerung - 56 % höheren Terminzusagen - 80 % mehr Termine außerhalb der Geschäftszeiten - 50 % höheren Lead-zu-Verkauf-Konversionsraten Mit Tools wie Telefonen, Bewertungen, Zahlungen, Webchat, Massen-Messaging und über 200 DMS/CRM-Integrationen bietet Podium schnelle, personalisierte Interaktionen, die Gespräche in Verkäufe verwandeln – und dabei automatisch den Umsatz bei jedem Kundenkontaktpunkt verfolgen. Podium basiert auf über einem Jahrzehnt an Daten und Kundenkenntnissen und hat Anerkennung von Forbes Cloud 100, Inc. 5000 und Fast Company’s Most Innovative Companies erhalten. Am stolzesten ist es jedoch auf seine 92 % Fünf-Sterne-Bewertungen – täglich von begeisterten Nutzern verdient. **Average Rating:** 4.5/5.0 **Total Reviews:** 2,027 #### How Do G2 Users Rate Podium? - **War the product ein guter Geschäftspartner?:** 9.2/10 (Category avg: 9.1/10) - **Lead-Entwicklung:** 8.6/10 (Category avg: 8.5/10) - **Anpassung:** 8.2/10 (Category avg: 8.5/10) - **Co-Browsing:** 7.3/10 (Category avg: 8.1/10) #### Who Is the Company Behind Podium? - **Verkäufer:** [Podium](https://www.g2.com/de/sellers/podium) - **Unternehmenswebsite:** www.podium.com - **Gründungsjahr:** 2014 - **Hauptsitz:** Lehi, UT - **Twitter:** @PodiumHQ 4,178 Twitter-Follower - **LinkedIn®-Seite:** [www.linkedin.com](https://www.g2.com/de/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=69a2d95c333ec35bbf2027bf2b49f38aee41da678beec29147a1777113f278c7&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F9203219%2F&secure%5Burl_type%5D=linkedin_company_website) 1,569 Mitarbeiter\*innen auf LinkedIn® #### Who Uses This Product? - **Who Uses This:** Eigentümer, General Manager - **Top Industries:** Automobil, Einzelhandel - **Company Size:** 60% Small, 35% Medium #### What Do G2 Reviewers Say About Podium? _AI-generated summary from verified user reviews_ ##### Pros - Benutzer finden, dass die **Benutzerfreundlichkeit** und das intuitive Design von Podium ihre Geschäftsabläufe und Effizienz erheblich verbessern. - Benutzer schätzen Podium für seine **benutzerfreundliche Oberfläche** und effektive Kommunikationsfunktionen, die die Geschäftsabläufe verbessern. - Benutzer schätzen Podiums **vereinheitlichte Kommunikation** sehr, da sie nahtlos mehrere Messaging-Plattformen für eine optimierte Kundenbindung integriert. - Benutzer lieben die **einfache Kommunikation** mit Kunden über Podium, was die Echtzeit-Interaktionen verbessert und Einblicke in den Service verbessert. - Benutzer schwärmen von dem **fantastischen Kundensupport** von Podium, der die Geschäftsabläufe und die Zufriedenheit erheblich verbessert. ##### Cons - Benutzer finden **Nachrichtenprobleme** mit Podium und haben Schwierigkeiten, eine große Menge an Anfragen effektiv zu verwalten. - Benutzer äußern Bedenken über **fehlende Funktionen** in Podium, die eine effektive Serviceverwaltung und Kundenbindung behindern. - Benutzer finden die **begrenzten Funktionen** von Podium herausfordernd, insbesondere bei der Verfolgung von Nachrichten und dem Mangel an Integrationsmöglichkeiten. - Benutzer finden die Preise von Podium **übermäßig** , was kleine Unternehmen davon abhält, die Plattform vollständig zu nutzen. - Benutzer berichten von **schlechtem Kundensupport** , aggressiven Praktiken und frustrierenden Kündigungsprozessen, die ihre Erfahrung trüben. #### What Are Recent G2 Reviews of Podium? **["Fühlt sich weniger wie ein Bewertungs-Sammelwerkzeug an und mehr wie ein digitaler Empfangstresen"](https://www.g2.com/de/survey_responses/podium-review-12877946)** **Rating:** 4.0/5.0 stars _— Neelakshi S._ [Read full review](https://www.g2.com/de/survey_responses/podium-review-12877946) **["Podium hat unsere Agenturkommunikation mit nahtlosen On-Demand-Integrationen transformiert."](https://www.g2.com/de/survey_responses/podium-review-12909019)** **Rating:** 5.0/5.0 stars _— Kenya A._ [Read full review](https://www.g2.com/de/survey_responses/podium-review-12909019) #### What Are G2 Users Discussing About Podium? - [Ist Podium ein CRM?](https://www.g2.com/de/discussions/is-podium-a-crm) - 2 comments - [Was macht das Unternehmen Podium?](https://www.g2.com/de/discussions/what-does-the-company-podium-do) - 2 comments - [What is podium app?](https://www.g2.com/de/discussions/what-is-podium-app) ### [Tidio](https://www.g2.com/products/tidio/reviews) Tidio is an all-in-one customer support software suite comprising (1) help desk, (2) live chat, (3) chatbot automation, and (4) AI agent features. Over 300,000 businesses across ecommerce, services, and tech use Tidio to streamline communication, resolve issues faster, and drive more sales. With Tidio, support teams can engage customers in real time via live chat, automate responses to FAQs with Flows (rules-based chatbots), and manage conversations from multiple channels like email, Messenger, Instagram, WhatsApp, and email in one unified dashboard. At the heart of the platform is Lyro, Tidio’s conversational AI agent and chatbot, capable of resolving up to 67% of common customer inquiries without human involvement. With a single click, Lyro starts using your company’s existing help content to provide accurate and brand-consistent responses without making up answers. When in doubt, the AI agent will hand over the ticket to your team, enhancing trust between users and your brand. Tidio empowers businesses to scale their support without overwhelming their teams. It reduces missed chats, shortens response times, and frees up agents to focus on complex issues. Start free and get 50 AI-powered conversations with Lyro. No credit card required. 💬 Live Chat • Real-Time Support – Engage with visitors instantly through a lightweight chat widget. • Live Typing Preview – See what users are typing before they hit send. • Canned Responses – Use pre-written replies for quick, consistent answers. • AI Reply Assistant – Enhance responses with GPT-4 suggestions. • User Management – Ban users by IP, view live visitor lists. • Chat Transcripts – Save or email conversation history. • Attachments – Support for sending files (images, docs, videos). ⚙️ Flows (Chatbot Automation) • Visual Automation Builder – No-code drag & drop builder for custom flows. • Pre-designed Templates – 40+ templates designed for eCommerce. • Data Collection – Auto-capture contact info and feedback. • Abandoned Cart Recovery – Send timed offers/discounts. • Third-Party Integrations – Sync data with external tools and platforms. 🤖 Lyro (AI Agent) • Conversational AI – Automatically resolve up to 70% of questions. • Product Recommendations – Suggest items based on Shopify product data. • Multichannel Support – Works across live chat, WhatsApp, Instagram, Messenger. • Multilingual Capabilities – Respond in English, Spanish, French, Portuguese, German. • Analytics – Review AI performance and conversation stats. 🛒 Order Management (for Shopify) • Cart Preview – See what's in the customer's cart in real time. • Order History Access – View past orders for personalized help. • Direct Product Recommendations – Suggest products inside the chat. • Order Management – Cancel, update, or refund orders via chat. • Discount Offering – Share coupon codes live in conversation. 🎫 Ticketing System • Unified Ticket Creation – Convert emails/chats into support tickets. • Tagging and Prioritization – Organize and prioritize tasks. • Operator Tracking – Know who’s assigned to what. • Advanced Filtering – Quickly sort through tickets. • Spam Management – Auto-detect and filter irrelevant messages. 📡 Communication Channels Manage all in one dashboard: • Live Chat – Real-time website conversations. • Email – Integrate multiple inboxes. • Instagram – Reply to DMs and reactions. • Messenger – Chat with Facebook users. 🎨 Customization • Branding – Match chat widget to your site's look & feel. • Visibility Settings – Customize widget display by time/device. • Offline Messaging – Capture leads when you're offline. 📊 Analytics • Performance Monitoring – Track response times, satisfaction, missed chats. • Team Insights – Evaluate individual/team productivity. • Flow Analysis – Optimize automations based on performance data. 🔒 Privacy & Compliance • SOC 2 Type 2 • GDPR • CCPA • EU-US DPF • CPRA • AI Pact **Average Rating:** 4.6/5.0 **Total Reviews:** 1,897 #### How Do G2 Users Rate Tidio? - **Has the product been a good partner in doing business?:** 9.2/10 (Category avg: 9.1/10) - **Lead Development:** 8.8/10 (Category avg: 8.5/10) - **Customization :** 8.9/10 (Category avg: 8.5/10) - **Co-Browsing:** 8.6/10 (Category avg: 8.1/10) #### Who Is the Company Behind Tidio? - **Seller:** [Tidio](https://www.g2.com/sellers/tidio) - **Company Website:** www.tidio.com - **Year Founded:** 2013 - **HQ Location:** San Francisco, California - **Twitter:** @tidiocx 1,306 Twitter followers - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=b2a83a78e0bc36b2aeb648b49343637659cf7ed06e7b3c547dd0700227f35904&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F3343461%2F&secure%5Burl_type%5D=linkedin_company_website) 177 employees on LinkedIn® #### Who Uses This Product? - **Who Uses This:** Owner, CEO - **Top Industries:** Retail, Marketing and Advertising - **Company Size:** 90% Small, 9% Medium #### What Do G2 Reviewers Say About Tidio? _AI-generated summary from verified user reviews_ ##### Pros - Users find Tidio's **ease of use** exceptional, enhancing communication with customers effectively and effortlessly. - Users appreciate Tidio for its **immediate customer support** , enhancing engagement and satisfaction in service delivery. - Users value the **efficient AI chatbots** of Tidio, ensuring quick customer responses and smooth communication. - Users find Tidio's **easy setup** incredibly helpful, enabling a smooth start and efficient configuration. - Users appreciate Tidio's **real-time answers and easy setup** , enhancing customer engagement and overall experience dramatically. ##### Cons - Users find Tidio **expensive** , especially for freelancers seeking customizable pricing and features to fit their needs. - Users find the **missing features** in Tidio, such as geolocation, limiting its affordability and usability across plans. - Users find the **limited customization options** frustrating, wishing for more control over chat features and workflows. - Users find Tidio's **pricing model expensive** , suggesting a need for more affordable options for small businesses. - Users desire **more features** from Tidio, such as additional styles, mobile capabilities, and editing options for chat responses. #### What Are Recent G2 Reviews of Tidio? **["Efficient Customer Engagement, Easy Setup"](https://www.g2.com/survey_responses/tidio-review-13183557)** **Rating:** 4.5/5.0 stars _— Ambrish R._ [Read full review](https://www.g2.com/survey_responses/tidio-review-13183557) **["Clean, Customizable Dashboard with Smooth WordPress Chatbot Integration"](https://www.g2.com/survey_responses/tidio-review-13177684)** **Rating:** 4.5/5.0 stars _— Michelle Ann R._ [Read full review](https://www.g2.com/survey_responses/tidio-review-13177684) #### 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 - [Is Tidio safe?](https://www.g2.com/discussions/is-tidio-safe) - 7 comments - [How do you use Tidio?](https://www.g2.com/discussions/how-do-you-use-tidio) - 2 comments ### [Birdeye](https://www.g2.com/pt/products/birdeye/reviews) A Birdeye cria agentes de IA para marcas com múltiplas localizações — confiada pelas maiores marcas empresariais globalmente, incluindo Sutter Health, Aspen Dental, Sun Auto e Caesars Entertainment. Nós fornecemos colegas de trabalho de IA em cada local — para marketing, operações e experiência do cliente — que realizam os trabalhos que seu negócio precisa, empregando múltiplos agentes que trabalham juntos para conquistar visibilidade de IA, converter demanda e entregar uma experiência consistente ao cliente. Colegas de Trabalho de IA → Realizam os Trabalhos Jay (marketing), Robin (operações) e Myna (experiência do cliente) gerenciam o trabalho em suas localizações — desde visibilidade em buscas de IA, avaliações, listagens e redes sociais, até recepção e agendamento de compromissos, passando por pesquisas, emissão de tickets e insights. Você não está comprando funcionalidades. Você está adicionando pessoal de IA a cada local. Assim, o trabalho é realizado em cada local — sem sobrecarregar sua equipe. Agentes → Realizam o Trabalho Cada colega de trabalho emprega múltiplos agentes que trabalham juntos para completar um trabalho. A forma como esses agentes trabalham é o que nos diferencia. A maioria dos softwares informa o que está acontecendo; nossos agentes decidem o que fazer — e fazem, com sua aprovação. Eles consolidam todos os sinais em cada local, seja na Birdeye ou em uma de suas mais de 3.000 integrações; raciocinam com a voz da sua marca e o contexto da indústria; e agem — juntos — para impulsionar o resultado. Assim, uma avaliação, uma campanha, uma chamada perdida se tornam um resultado finalizado, não uma tarefa parada em um painel. Pronto para Empresas → Construído para Escala SSO, registro de auditoria, HIPAA, SOC 2 e GDPR. Acesso baseado em funções, aprovações em camadas e relatórios a nível de localização dão às equipes corporativas e locais o controle de que precisam. Assim, você mantém o controle enquanto a IA lida com a execução em centenas de locais. Com equipes nos EUA, Reino Unido, Austrália e Índia, a Birdeye está redefinindo como as empresas vencem localmente em escala. **Average Rating:** 4.7/5.0 **Total Reviews:** 4,076 #### How Do G2 Users Rate Birdeye? - **the product tem sido um bom parceiro comercial?:** 9.4/10 (Category avg: 9.1/10) - **Desenvolvimento de Leads:** 8.7/10 (Category avg: 8.5/10) - **Personalização:** 8.8/10 (Category avg: 8.5/10) - **Co-Navegação:** 8.4/10 (Category avg: 8.1/10) #### Who Is the Company Behind Birdeye? - **Vendedor:** [Birdeye](https://www.g2.com/pt/sellers/birdeye) - **Website da Empresa:** www.birdeye.com - **Ano de Fundação:** 2012 - **Localização da Sede:** Palo Alto, CA - **Twitter:** @BirdEye\_ 5,232 seguidores no Twitter - **Página do LinkedIn®:** [www.linkedin.com](https://www.g2.com/pt/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=97d4071e3de7fd002a6d125d6f043e9a3aa1186c59d8ddbd5983a7913f96581e&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F2837064%2F&secure%5Burl_type%5D=linkedin_company_website) 1,442 funcionários no LinkedIn® #### Who Uses This Product? - **Who Uses This:** Proprietário, Gerente de Marketing - **Top Industries:** Hospital e Cuidados de Saúde, Imóveis - **Company Size:** 47% Small, 34% Medium #### What Do G2 Reviewers Say About Birdeye? _AI-generated summary from verified user reviews_ ##### Pros - Os usuários valorizam a **facilidade de uso** do Birdeye, apreciando sua navegação intuitiva e equipe de suporte eficiente. - Os usuários apreciam a **eficiência na gestão de avaliações** com o Birdeye, tornando a resposta ao feedback rápida e simplificada. - Os usuários apreciam a **eficiência na gestão de avaliações** oferecida pela Birdeye, simplificando o feedback dos clientes em uma única plataforma. - Os usuários apreciam o **atendimento ao cliente rápido e responsivo** fornecido pela Birdeye, melhorando sua experiência geral. - Os usuários apreciam a **plataforma centralizada** da Birdeye, simplificando o engajamento dos pacientes e a gestão de reputação de forma eficiente. ##### Cons - Os usuários sentem que a falta de **recursos ausentes** limita o potencial do Birdeye, desejando mais relatórios e integrações. - Os usuários percebem a **necessidade de melhorias no chatbot de IA** , pois ele tem dificuldades com consultas complexas e problemas de implementação. - Os usuários acham o **painel desafiador de navegar** , especialmente ao gerenciar múltiplas localizações e utilizar a função de busca. - Os usuários observam que o Birdeye tem **recursos limitados** para gerenciamento de avaliações, impactando a eficácia das interações com os clientes. - Os usuários experimentam uma **curva de aprendizado** perceptível com o Birdeye, especialmente ao navegar por seus recursos inicialmente. #### What Are Recent G2 Reviews of Birdeye? **["Salvador da Pátria da Gestão de Reputação!"](https://www.g2.com/pt/survey_responses/birdeye-review-8930451)** **Rating:** 5.0/5.0 stars _— Lisbeth M._ [Read full review](https://www.g2.com/pt/survey_responses/birdeye-review-8930451) **["Great Product for Reviews Online Presence"](https://www.g2.com/pt/survey_responses/birdeye-review-10224463)** **Rating:** 4.5/5.0 stars _— Taylor P._ [Read full review](https://www.g2.com/pt/survey_responses/birdeye-review-10224463) #### What Are G2 Users Discussing About Birdeye? - [O que torna o Birdeye uma ferramenta preferida para empresas que buscam melhorar sua reputação online e gestão de feedback de clientes?](https://www.g2.com/pt/discussions/what-makes-birdeye-a-preferred-tool-for-businesses-looking-to-improve-their-online-reputation-and-customer-feedback-management) - 1 comment - [Para que serve o Birdeye?](https://www.g2.com/pt/discussions/what-is-birdeye-used-for) - 1 comment - [As avaliações do BirdEye são falsas?](https://www.g2.com/pt/discussions/are-birdeye-reviews-fake) - 3 comments - [How much is BirdEye monthly?](https://www.g2.com/pt/discussions/how-much-is-birdeye-monthly) - 1 comment - [What does BirdEye cost?](https://www.g2.com/pt/discussions/what-does-birdeye-cost) - 1 comment ### [HubSpot Service Hub](https://www.g2.com/products/hubspot-service-hub/reviews) Service Hub delivers AI-powered customer service at scale by unifying customer insights, providing omnichannel support tools, and enabling efficient self-service options within a single platform. Core Value Proposition: Service Hub addresses three critical customer service challenges: scaling support teams without proportional headcount increases, maintaining service quality across multiple communication channels, and leveraging customer data to drive retention and growth. The platform connects customer service data with information from sales and marketing, providing support representatives with complete customer context. Key Capabilities: Omnichannel Help Desk: Service Hub consolidates support requests from multiple communication channels into a single interface. Teams manage all customer communications without switching between tools, ensuring consistent response quality across channels. AI-Powered Efficiency: The platform includes AI features that automate ticket routing, suggest relevant knowledge base articles, and identify patterns in customer issues to improve resolution speed and support team productivity. Self-Service Tools: Service Hub provides knowledge base creation, chatbot functionality, and customer portal capabilities enabling customers to find answers independently. This reduces ticket volume and support team workload while improving customer satisfaction. Data-Driven Retention: The platform offers customer health scoring, efficiency reporting, and trend analysis that help service leaders identify at-risk accounts, optimize team performance, and connect support activities to business growth metrics. Service Hub vs. Alternatives: Unlike standalone ticketing systems operating in isolation, Service Hub shares customer data with sales and marketing platforms, enabling support teams to see complete customer journey context. Representatives can access purchase history, marketing interactions, and sales conversations without needing to request information from other departments. Service Hub eliminates the need to purchase and integrate separate tools for live chat, knowledge base management, customer feedback collection, and service analytics by providing these capabilities within the unified HubSpot platform. Who Should Use Service Hub: Service Hub serves customer experience leaders seeking to scale support efficiently, support teams needing complete customer context for quality service delivery, and organizations wanting to connect service metrics to retention and growth outcomes. The platform enables CX leaders to focus on efficient reps empowered by AI. Outcome: Service Hub helps teams deliver delightful support at scale with unified customer insights, create efficient reps empowered by AI, and scale their company, not complexity. **Average Rating:** 4.4/5.0 **Total Reviews:** 2,823 #### How Do G2 Users Rate HubSpot Service Hub? - **Has the product been a good partner in doing business?:** 8.8/10 (Category avg: 9.1/10) - **Lead Development:** 8.4/10 (Category avg: 8.5/10) - **Customization :** 8.1/10 (Category avg: 8.5/10) - **Co-Browsing:** 8.1/10 (Category avg: 8.1/10) #### Who Is the Company Behind HubSpot Service Hub? - **Seller:** [HubSpot](https://www.g2.com/sellers/hubspot) - **Company Website:** hubspot.com - **Year Founded:** 2006 - **HQ Location:** Cambridge, Massachusetts, United States - **Twitter:** @HubSpot 784,270 Twitter followers - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=e7728cdccf3cd40d382e6159b493e5f6534eb2bfad47dc424c39639ed9e0ebf3&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F68529%2F&secure%5Burl_type%5D=linkedin_company_website) 12,158 employees on LinkedIn® #### Who Uses This Product? - **Who Uses This:** Customer Success Manager, Customer Success Specialist - **Top Industries:** Computer Software, Information Technology and Services - **Company Size:** 60% Small, 37% Medium #### What Do G2 Reviewers Say About HubSpot Service Hub? _AI-generated summary from verified user reviews_ ##### Pros - Users commend the **ease of use** of HubSpot Service Hub, streamlining communication and enhancing decision-making effortlessly. - Users love the **seamless integration of features** in HubSpot Service Hub, enhancing communication and accessibility of insights. - Users highly value the **responsive customer support** of HubSpot Service Hub, ensuring quick assistance for any inquiries. - Users appreciate the **efficiency** of HubSpot Service Hub, streamlining tasks and enhancing productivity effectively. - Users appreciate the **convenient ticketing system** of HubSpot Service Hub, efficiently managing all customer interactions in one place. ##### Cons - Users find **missing features** in HubSpot Service Hub, especially in customization and advanced functionalities requiring higher plans. - Users find **limited customization** in contacts and reporting features, hindering their ability to effectively manage multiple properties. - Users feel the **limited features** of HubSpot Service Hub hinder customization and efficiency in their workflows. - Users report a **lack of features** in HubSpot Service Hub, hindering usability and cross-team collaboration. - Users face **limited email processing options** and struggle with ticket management inefficiencies in HubSpot Service Hub. #### What Are Recent G2 Reviews of HubSpot Service Hub? **["HubSpot Service Hub has helped streamline our support operations significantly. ."](https://www.g2.com/survey_responses/hubspot-service-hub-review-11586632)** **Rating:** 4.0/5.0 stars _— Ashish P._ [Read full review](https://www.g2.com/survey_responses/hubspot-service-hub-review-11586632) **["Ticket management and centralized support with automations that enhance the experience"](https://www.g2.com/survey_responses/hubspot-service-hub-review-12873336)** **Rating:** 4.5/5.0 stars _— Lizeth M._ [Read full review](https://www.g2.com/survey_responses/hubspot-service-hub-review-12873336) #### 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 - [Which of the following features are available on the HubSpot platform?](https://www.g2.com/discussions/which-of-the-following-features-are-available-on-the-hubspot-platform) - 1 comment - [What is service hub?](https://www.g2.com/discussions/what-is-service-hub) - 2 comments ### [Smartsupp](https://www.g2.com/products/smartsupp/reviews) Smartsupp helps businesses grow online sales with advanced AI Shopping Assistants, live chat, multichannel solution and automated workflows. We offer everything you need to grow your online sales: an easy-to-use platform powered with AI, chatbots with various skills and templates, live chat... and much much more you can use to engage your visitors at the right time and convert them into loyal customers in no time. Smartsupp is one of the leading and most trusted chat and chatbot solutions in the world, currently helping over 100,000 webshops and websites. **Average Rating:** 4.7/5.0 **Total Reviews:** 967 #### How Do G2 Users Rate Smartsupp? - **Has the product been a good partner in doing business?:** 9.0/10 (Category avg: 9.1/10) - **Lead Development:** 8.6/10 (Category avg: 8.5/10) - **Customization :** 8.8/10 (Category avg: 8.5/10) - **Co-Browsing:** 8.4/10 (Category avg: 8.1/10) #### Who Is the Company Behind Smartsupp? - **Seller:** [Smartsupp](https://www.g2.com/sellers/smartsupp) - **Year Founded:** 2013 - **HQ Location:** Brno, South Moravia - **Twitter:** @SmartsuppCOM 441 Twitter followers - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=51ac950f8182cc23422a3d00e7f6588c5baf7de60923531f6be2f1962112a290&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F5005135%2F&secure%5Burl_type%5D=linkedin_company_website) 34 employees on LinkedIn® #### Who Uses This Product? - **Who Uses This:** CEO, Owner - **Top Industries:** Retail, Apparel & Fashion - **Company Size:** 96% Small, 3% Medium #### What Do G2 Reviewers Say About Smartsupp? _AI-generated summary from verified user reviews_ ##### Pros - Users praise the **ease of use** of Smartsupp, enhancing communication and customer support effortlessly. - Users value the **easy setup** of Smartsupp, finding quick implementation and helpful tutorials for seamless integration. - Users find Smartsupp's **helpful automation features** enhance customer support efficiency and improve engagement from the start. - Users love the **real-time visitor notifications** of Smartsupp, appreciating its multi-device support and ease of use. - Users appreciate the **intuitive interface** of Smartsupp, which simplifies setup and enhances user experience seamlessly. ##### Cons - Users find Smartsupp **expensive** for small businesses, suggesting a need for more affordable subscription options. - Users feel the **subscription cost is too high** and suggest the need for more payment options for convenience. - Users find the **AI limitations** restrictive, needing manual input for the chatbot to effectively learn website content. - Users highlight the **missing features** of Smartsupp, including limited integrations and slow customer switching. - Users face challenges with **chat management** , including message editing issues and inadequate support communication. #### What Are Recent G2 Reviews of Smartsupp? **["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) **["Automates Customer Q&A Seamlessly, Even When You’re Offline"](https://www.g2.com/survey_responses/smartsupp-review-13287063)** **Rating:** 5.0/5.0 stars _— Halverstone B._ [Read full review](https://www.g2.com/survey_responses/smartsupp-review-13287063) #### What Are G2 Users Discussing About Smartsupp? - [What is Smartsupp used for?](https://www.g2.com/discussions/what-is-smartsupp-used-for) ### [Freshdesk](https://www.g2.com/products/freshdesk/reviews) Freshdesk (a product of Freshworks Inc.) is a modern, AI-powered customer service solution with enterprise capability without the enterprise complexity. Freshdesk unifies channels, conversations, AI capabilities, customer insights, and advanced ticketing into one place in the Freshdesk Command Center so agents are ready to resolve. With Freddy, People-first AI, customer service teams can take AI agents live in minutes to fully resolve complex and simple queries, get response and resolution assistance from AI copilot, and stay ahead with AI insights. Freshdesk also comes packed with advanced workflows, automations, and self service so you can easily set up and scale customer service on any channel–whether you’re a support team of 10 or 500. Freshdesk is quick to set up, easy to use, and designed for rapid impact - it delivers 225% ROI, 95% omnichannel first contact resolution rate, and up to 80% resolutions with AI agents. **Average Rating:** 4.4/5.0 **Total Reviews:** 3,688 #### How Do G2 Users Rate Freshdesk? - **Has the product been a good partner in doing business?:** 8.8/10 (Category avg: 9.1/10) - **Lead Development:** 8.2/10 (Category avg: 8.5/10) - **Customization :** 8.1/10 (Category avg: 8.5/10) - **Co-Browsing:** 8.2/10 (Category avg: 8.1/10) #### Who Is the Company Behind Freshdesk? - **Seller:** [Freshworks](https://www.g2.com/sellers/freshworks) - **Company Website:** www.freshworks.com - **Year Founded:** 2010 - **HQ Location:** San Mateo, CA - **Twitter:** @FreshworksInc 19,020 Twitter followers - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=5f531480627d021846a1bab97814f28776888079b40b7e07b52045e7d1e35c99&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Ffreshworks-inc%2F&secure%5Burl_type%5D=linkedin_company_website) 7,505 employees on LinkedIn® #### Who Uses This Product? - **Who Uses This:** Manager, Owner - **Top Industries:** Information Technology and Services, Computer Software - **Company Size:** 48% Small, 40% Medium #### What Do G2 Reviewers Say About Freshdesk? _AI-generated summary from verified user reviews_ ##### Pros - Users love the **ease of use** of Freshdesk, making implementation and daily management effortless and efficient. - Users appreciate the **ease of use** in Freshdesk, enabling quick management of tickets with minimal training. - Users appreciate the **automation features** of Freshdesk, which streamline workflows and enhance focus on customer satisfaction. - Users praise the **efficient ticket management** of Freshdesk, finding it easy to track and prioritize support requests. - Users appreciate the **efficiency** of Freshdesk, as it simplifies ticket management and enhances productivity. ##### Cons - Users feel that Freshdesk lacks essential **features such as live chat** , impacting its overall functionality and user satisfaction. - Users find Freshdesk has **limited features** compared to competitors, particularly in customization and omnichannel capabilities. - Users face **limited customization** options in Freshdesk, impacting their ability to tailor workflows and agent roles effectively. - Users find **ticket management cumbersome** , needing features for automated follow-ups and facing performance issues during peak times. - Users experience frustrating **slow loading** times, especially when adding ticket fields or updating user roles. #### What Are Recent G2 Reviews of Freshdesk? **["A Feature-Rich Platform for Managing Customer Service"](https://www.g2.com/survey_responses/freshdesk-review-13171971)** **Rating:** 4.5/5.0 stars _— sreenivasan p._ [Read full review](https://www.g2.com/survey_responses/freshdesk-review-13171971) **["Freshworks Makes Ticketing and Customer Support Fast, Easy, and Efficient"](https://www.g2.com/survey_responses/freshdesk-review-13251347)** **Rating:** 5.0/5.0 stars _— Ramit Kaur D._ [Read full review](https://www.g2.com/survey_responses/freshdesk-review-13251347) #### 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 - [What is the difference between freshdesk and Freshservice?](https://www.g2.com/discussions/what-is-the-difference-between-freshdesk-and-freshservice) - 2 comments - [Is freshdesk a CRM?](https://www.g2.com/discussions/is-freshdesk-a-crm) - 3 comments ### [Shopify Inbox](https://www.g2.com/products/shopify-inbox/reviews) Shopify Inbox is a free messaging tool designed to enhance customer engagement and boost sales by enabling real-time communication between merchants and shoppers. Integrated seamlessly into the Shopify platform, it allows store owners to manage customer conversations directly from their admin panel or through dedicated mobile applications. By providing live customer data, such as browsing history, cart contents, and past orders, Shopify Inbox empowers merchants to offer personalized support and product recommendations, thereby increasing conversion rates and fostering stronger customer relationships. Key Features and Functionality: - Seamless Integration: Easily add chat functionality to your online store through a straightforward setup within the Shopify admin interface. - AI-Powered Responses: Utilize artificial intelligence to generate instant answers and suggested replies, enabling quicker responses to customer inquiries. - Customer Insights: Access detailed customer profiles, including products viewed, items in the cart, and order history, to tailor interactions effectively. - Product and Discount Sharing: Send product recommendations, images, and discount codes directly within the chat, facilitating upselling and enhancing the shopping experience. - Automated Messaging: Set up automated greetings, contact information collection, and responses to frequently asked questions, saving time for both merchants and customers. Primary Value and Solutions Provided: Shopify Inbox addresses the need for efficient and personalized customer communication in the e-commerce space. By offering real-time chat capabilities integrated with live customer data, it enables merchants to provide immediate assistance, recommend products, and offer discounts, all of which can lead to increased sales and customer satisfaction. The AI-driven features and automation tools reduce response times and streamline customer support processes, allowing businesses to manage inquiries more effectively and focus on growth. **Average Rating:** 4.4/5.0 **Total Reviews:** 17 #### How Do G2 Users Rate Shopify Inbox? - **Has the product been a good partner in doing business?:** 9.3/10 (Category avg: 9.1/10) - **Lead Development:** 6.8/10 (Category avg: 8.5/10) - **Customization :** 7.7/10 (Category avg: 8.5/10) - **Co-Browsing:** 7.0/10 (Category avg: 8.1/10) #### Who Is the Company Behind Shopify Inbox? - **Seller:** [Shopify](https://www.g2.com/sellers/shopify) - **Year Founded:** 2006 - **HQ Location:** Ottawa, ON - **Twitter:** @Shopify 450,909 Twitter followers - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=3a47e88783b7429c2984c8a3e2defbd798a6e43fb11bd4596b012234db02fbbd&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F784652%2F&secure%5Burl_type%5D=linkedin_company_website) 28,516 employees on LinkedIn® - **Ownership:** NYSE:SHOP #### Who Uses This Product? - **Company Size:** 89% Small, 11% Medium #### What Do G2 Reviewers Say About Shopify Inbox? _AI-generated summary from verified user reviews_ ##### Pros - Users find the **easy setup** of Shopify Inbox beneficial, ensuring their websites remain functional without complications. - Users value the **reliable notifications** for updates, ensuring their site stays running smoothly without issues. ##### Cons - Users find the **learning curve challenging** , wishing for better guidance on managing features and layout. #### What Are Recent G2 Reviews of Shopify Inbox? **["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) **["Simple and Effective Customer Chat for Shopify"](https://www.g2.com/survey_responses/shopify-inbox-review-12757383)** **Rating:** 4.5/5.0 stars _— Shoaib K._ [Read full review](https://www.g2.com/survey_responses/shopify-inbox-review-12757383) ### [RingCentral Contact Center](https://www.g2.com/es/products/ringcentral-contact-center/reviews) DESCRIPCIÓN DEL PRODUCTO DE RINGCENTRAL CONTACT CENTER RingCentral Contact Center es una solución de centro de contacto en la nube de nivel empresarial diseñada para implementar y escalar operaciones de atención al cliente a nivel global. Construida para organizaciones de gran escala que demandan flexibilidad y alto rendimiento, la plataforma unifica las comunicaciones empresariales y las capacidades del centro de contacto para ofrecer experiencias de cliente sin esfuerzo a lo largo de todo el recorrido del cliente. COMPROMISO GLOBAL OMNICANAL Y ENRUTAMIENTO AVANZADO RingCentral Contact Center permite a las empresas conectarse con los clientes por voz y a través de más de 30 canales digitales a nivel mundial. La solución utiliza un sofisticado enrutamiento basado en atributos para asegurar que los clientes sean emparejados automáticamente con el agente adecuado según sus necesidades y habilidades específicas. Al ofrecer una integración omnicanal completa y un seguimiento del recorrido sin interrupciones, las empresas pueden mantener un soporte continuo y rico en contexto en cada punto de contacto internacional. IA CONVERSACIONAL Y AUTOMATIZACIÓN DE AUTOSERVICIO La plataforma cuenta con agentes de IA integrados para agilizar los recorridos de los clientes y reducir los costos operativos. A través de un autoservicio avanzado de IA y agentes virtuales impulsados por IA, las organizaciones pueden ofrecer conversaciones personalizadas y basadas en datos las 24 horas del día, los 7 días de la semana. Estas herramientas inteligentes manejan consultas rutinarias de manera autónoma mientras generan profundos conocimientos de interacción, brindan asistencia instantánea y aseguran una transición fluida a agentes en vivo cuando es necesario. GESTIÓN NATIVA DEL COMPROMISO DE LA FUERZA LABORAL Optimiza el rendimiento del equipo y controla los costos con una solución de optimización de la fuerza laboral impulsada por IA. RingCentral Contact Center abarca herramientas completas de gestión del compromiso de la fuerza laboral (WEM), incluyendo programación nativa y pronósticos predictivos para alinear las horas del equipo precisamente con el tráfico de llamadas, vacaciones y capacitación. También proporciona características robustas de gestión de calidad como grabación de llamadas, análisis de interacciones y puntuación justa de agentes, junto con gamificación interactiva y paneles de rendimiento para aumentar la satisfacción y productividad de los agentes. ANÁLISIS COMPLETO E INTEGRACIONES PERSONALIZADAS Toma decisiones críticas para el negocio utilizando informes históricos detallados y análisis en vivo. La plataforma cuenta con una interfaz intuitiva de arrastrar y soltar para construir paneles personalizables en tiempo real, permitiendo a los gerentes monitorear indicadores clave de rendimiento como el tiempo de manejo, la resolución en el primer contacto y el tiempo en cola al instante. Diseñada para implementaciones a medida, la solución se integra profundamente con más de 120 herramientas del mercado y ofrece más de 400 API disponibles para adaptar los flujos de trabajo a cualquier pila tecnológica empresarial. POR QUÉ ELEGIR RINGCENTRAL CONTACT CENTER Las empresas globales eligen RingCentral Contact Center para ofrecer un mejor servicio al cliente a escala y aumentar la satisfacción del cliente y del empleado. Al combinar un potente enrutamiento omnicanal, gestión nativa del compromiso de la fuerza laboral y flexibilidad de API abierta, RingCentral proporciona una base en la nube segura y confiable que transforma el soporte al cliente tradicional en un impulsor estratégico de ingresos. **Average Rating:** 4.1/5.0 **Total Reviews:** 213 #### How Do G2 Users Rate RingCentral Contact Center? - **¿Ha sido the product un buen socio para hacer negocios?:** 8.1/10 (Category avg: 9.1/10) - **Desarrollo de Leads:** 8.7/10 (Category avg: 8.5/10) - **Personalización:** 8.1/10 (Category avg: 8.5/10) - **Co-navegación:** 6.7/10 (Category avg: 8.1/10) #### Who Is the Company Behind RingCentral Contact Center? - **Vendedor:** [RingCentral](https://www.g2.com/es/sellers/ringcentral) - **Sitio web de la empresa:** www.ringcentral.com - **Año de fundación:** 1999 - **Ubicación de la sede:** Belmont, CA - **Twitter:** @RingCentral 61,963 seguidores en Twitter - **Página de LinkedIn®:** [www.linkedin.com](https://www.g2.com/es/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=c5feb596db1b6a55b89021e6c3d499a6bb38b1cce9bfb6bcc3e569df83d09956&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F60868%2F&secure%5Burl_type%5D=linkedin_company_website) 6,726 empleados en LinkedIn® #### Who Uses This Product? - **Top Industries:** Software de Computadora, Servicios al Consumidor - **Company Size:** 48% Small, 36% Medium #### What Do G2 Reviewers Say About RingCentral Contact Center? _AI-generated summary from verified user reviews_ ##### Pros - Los usuarios valoran la **interfaz fácil de usar** de RingCentral Contact Center, mejorando la experiencia para equipos remotos y en crecimiento. - Los usuarios encuentran el **servicio al cliente receptivo** de RingCentral Contact Center invaluable para resolver problemas de manera rápida y efectiva. - Los usuarios aprecian la **interfaz intuitiva** de RingCentral Contact Center, mejorando la usabilidad para equipos y operaciones remotas. - Los usuarios aprecian el **excelente soporte al cliente** de especialistas en cuentas conocedores, mejorando la experiencia general con RingCentral Contact Center. - Los usuarios elogian la **eficiencia** de RingCentral Contact Center, mejorando la comunicación y simplificando la gestión del equipo sin problemas. ##### Cons - Los usuarios experimentan **calidad de llamada inconsistente** e informan problemas técnicos que complican la comunicación y los tiempos de respuesta. - Los usuarios enfrentan **calidad de llamada inconsistente** con RingCentral Contact Center, lo que afecta la efectividad de la comunicación durante reuniones importantes. - Los usuarios informan de **problemas de calidad de llamada** con RingCentral Contact Center, lo que lleva a retrasos y audio inconsistente durante las llamadas. - Los usuarios experimentan **problemas de conexión** , lo que lleva a una calidad de llamada inconsistente y a no poder cancelar los servicios de manera efectiva. - Los usuarios informan de **un mal servicio de atención al cliente** , incluyendo dificultades con la configuración, informes limitados y problemas con la retención de mensajes. #### What Are Recent G2 Reviews of RingCentral Contact Center? **["RingCentral Contact Center Unified Our Voice and Chat Queues Seamlessly"](https://www.g2.com/es/survey_responses/ringcentral-contact-center-review-13345121)** **Rating:** 4.0/5.0 stars _— amit s._ [Read full review](https://www.g2.com/es/survey_responses/ringcentral-contact-center-review-13345121) **["Plataforma de Centro de Contacto Confiable para un Compromiso Eficiente con el Cliente"](https://www.g2.com/es/survey_responses/ringcentral-contact-center-review-12988855)** **Rating:** 5.0/5.0 stars _— Suhasu U._ [Read full review](https://www.g2.com/es/survey_responses/ringcentral-contact-center-review-12988855) #### What Are G2 Users Discussing About RingCentral Contact Center? - [¿Para qué se utiliza RingCentral Contact Center?](https://www.g2.com/es/discussions/what-is-ringcentral-contact-center-used-for) - 1 comment - [How good is RingCentral?](https://www.g2.com/es/discussions/how-good-is-ringcentral) - 3 comments, 1 upvote - [What is the difference between a contact center and a call center?](https://www.g2.com/es/discussions/what-is-the-difference-between-a-contact-center-and-a-call-center) - [How does call center software work?](https://www.g2.com/es/discussions/how-does-call-center-software-work) - [What is a contact center software?](https://www.g2.com/es/discussions/what-is-a-contact-center-software) ### [Genesys Cloud CX](https://www.g2.com/products/genesys-cloud-cx/reviews) Genesys Cloud CX® is an AI-Powered Experience Orchestration solution that enables organizations to coordinate customer and employee interactions across every touchpoint. By connecting data, systems and workflows in real time, it helps businesses deliver more consistent, personalized experiences that improve loyalty, efficiency and overall business outcomes. The solution brings together AI; voice and digital engagement; intelligent routing and automation; workforce engagement management; and end-to-end journey orchestration in a single, unified cloud solution. Its open, flexible architecture allows organizations to integrate easily with existing systems, reducing complexity while creating a more connected experience across channels and enabling innovation without disruption. Organizations use Genesys Cloud CX to accelerate time to value through rapid deployment and easy-to-deploy capabilities, while reducing cost to serve with AI-driven automation. Real-time personalization and context-aware interactions help improve customer satisfaction, while native AI capabilities enhance agent productivity, streamline workflows and support faster, more informed decision-making. A unified data layer provides real-time insights and ensures seamless experiences across channels, eliminating silos and improving visibility across operations. Built-in AI governance supports secure, compliant and explainable adoption, which is especially important for regulated industries. Designed for enterprise scale, the platform delivers high availability, stability and security, with the scalability and flexibility to support global operations and evolving business needs while maintaining resilience. Genesys Cloud CX is widely used by organizations of all sizes to orchestrate personalized customer experiences at scale, improve efficiency, simplify the technology stack and drive measurable ROI. **Average Rating:** 4.4/5.0 **Total Reviews:** 1,468 #### How Do G2 Users Rate Genesys Cloud CX? - **Has the product been a good partner in doing business?:** 8.5/10 (Category avg: 9.1/10) - **Lead Development:** 8.4/10 (Category avg: 8.5/10) - **Customization :** 8.4/10 (Category avg: 8.5/10) - **Co-Browsing:** 8.4/10 (Category avg: 8.1/10) #### Who Is the Company Behind Genesys Cloud CX? - **Seller:** [Genesys](https://www.g2.com/sellers/genesys) - **Company Website:** www.genesys.com - **Year Founded:** 1990 - **HQ Location:** Menlo Park, CA - **Twitter:** @Genesys 32,180 Twitter followers - **LinkedIn® Page:** [www.linkedin.com](https://www.g2.com/external_clickthroughs/record?secure%5Bsource_type%5D=product_profile&secure%5Btoken%5D=3547218b0d552bcecdf111c8d197252c4dce8c2ddc2ffe5bceabde22115e5fc1&secure%5Burl%5D=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F601919%2F&secure%5Burl_type%5D=linkedin_company_website) 8,569 employees on LinkedIn® #### Who Uses This Product? - **Who Uses This:** Case Advocate, Manager - **Top Industries:** Information Technology and Services, Financial Services - **Company Size:** 45% Medium, 40% Large #### What Do G2 Reviewers Say About Genesys Cloud CX? _AI-generated summary from verified user reviews_ ##### Pros - Users commend the **ease of use** of Genesys Cloud CX, enabling seamless access and improved operational agility. - Users value the **continuous innovation** and responsive improvements of Genesys Cloud CX, enhancing operational efficiency and customer satisfaction. - Users value the **reliability** of Genesys Cloud CX, as it enhances business continuity and customer engagement effectively. - Users value the **efficiency** of Genesys Cloud CX, enhancing agility and simplifying operations to meet modern demands. - Users value the **customization options** in Genesys Cloud CX, enhancing their unique routing and call flow needs. ##### Cons - Users note the **limited features** of Genesys Cloud CX, leading to extra costs and complications for advanced needs. - Users find some **missing features** in Genesys Cloud CX, hindering their ability to fully utilize the system's capabilities. - Users find Genesys Cloud CX to have a bit of a **complex interface** , which can overwhelm new users and hinder navigation. - Users are frustrated with **inadequate reporting** in Genesys Cloud CX, citing limitations and clunky functionality compared to alternatives. - Users find the **learning curve steep** with Genesys Cloud CX, making navigation and feature access challenging initially. #### What Are Recent G2 Reviews of Genesys Cloud CX? **["Centralized Omnichannel Power with Insightful Real-Time Reporting"](https://www.g2.com/survey_responses/genesys-cloud-cx-review-13150184)** **Rating:** 5.0/5.0 stars _— Verified User in Information Technology and Services_ [Read full review](https://www.g2.com/survey_responses/genesys-cloud-cx-review-13150184) **["Effortless Setup, Powerful Integrations"](https://www.g2.com/survey_responses/genesys-cloud-cx-review-12997137)** **Rating:** 5.0/5.0 stars _— Lucas A._ [Read full review](https://www.g2.com/survey_responses/genesys-cloud-cx-review-12997137) #### 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) - 3 comments, 2 upvotes - [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 - [What does Genesys Cloud For Salesforce do?](https://www.g2.com/discussions/what-does-genesys-cloud-for-salesforce-do) - 2 comments - [Does Genesys integrate with Salesforce?](https://www.g2.com/discussions/purecloud-for-salesforce-does-genesys-integrate-with-salesforce) - ‹ Prev ‹ Prev - 1 - [2](/categories/live-chat?order=g2_score&page=2#product-list) - [3](/categories/live-chat?order=g2_score&page=3#product-list) - [4](/categories/live-chat?order=g2_score&page=4#product-list) - [5](/categories/live-chat?order=g2_score&page=5#product-list) - … - [32](/categories/live-chat?order=g2_score&page=32#product-list) - [33](/categories/live-chat?order=g2_score&page=33#product-list) - [Next › Next ›](/categories/live-chat?order=g2_score&page=2#product-list) Spotlight Categories [Partner Relationship Management (PRM) Software](https://www.g2.com/categories/partner-relationship-management-prm) [HCM Software](https://www.g2.com/categories/hcm-software) [Contract Lifecycle Management (CLM) Software](https://www.g2.com/categories/contract-lifecycle-management-clm) [CRM Software](https://www.g2.com/categories/crm) [Customer Success Software](https://www.g2.com/categories/customer-success) Similar Categories - [Help Desk](/categories/help-desk) - [Customer Self-Service](/categories/customer-self-service) - [Social Customer Service](/categories/social-customer-service) - [Appointment Reminder](/categories/appointment-reminder) - [Call & Contact Center](/categories/call-contact-center) - [Client Onboarding](/categories/client-onboarding) - [Co-Browsing](/categories/co-browsing) - [Complaint Management](/categories/complaint-management) - [Contact Center Outsourcing Services](/categories/contact-center-outsourcing-services) - [Contact Center Payments](/categories/contact-center-payments) - [Conversational Support](/categories/conversational-support) - [Customer Communications Management](/categories/customer-communications-management) - [Customer Education](/categories/customer-education) - [Customer Service Automation](/categories/customer-service-automation) - [Customer Success](/categories/customer-success) [Browse Live Chat Themes](/categories/live-chat/themes) ![Inia Debnath](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Inia Debnath") ID Researched and written by [Inia Debnath](https://research.g2.com/insights/author/inia-debnath) Updated April 9, 2026 Live chat software enables businesses to connect instantly with website visitors through real-time chat interfaces, allowing customer service teams to provide immediate support, proactively engage visitors with timed pop-up windows, and create seamless conversational experiences that improve customer satisfaction and increase conversion rates. ### Core Capabilities of Live Chat Software To qualify for inclusion in the Live Chat category, a product must: - Provide instant messaging capabilities between customer service representatives and website visitors - Allow chat windows to either initiate conversation or live independently on a website for potential inquiries ### Common Use Cases for Live Chat Software Customer service and sales teams use live chat software to engage visitors and resolve issues in real time across websites and digital touchpoints. Common use cases include: - Providing immediate support for product questions, technical issues, and website navigation - Proactively engaging high-intent visitors with timed chat prompts to increase purchase likelihood - Reducing response times compared to ticket-based support systems to improve first-contact resolution rates ### How Live Chat Software Differs from Other Tools Live chat functionality is often packaged within broader platforms including [e-commerce platforms](https://www.g2.com/categories/e-commerce-platforms), [help desk software](https://www.g2.com/categories/help-desk), and [digital customer service software](https://www.g2.com/categories/digital-customer-service-platforms). It also serves stand out as a core feature and foundation for AI-powered tools such as [chatbots](https://www.g2.com/categories/chatbots), [conversational support software](https://www.g2.com/categories/conversational-support), and [customer service automation software](https://www.g2.com/categories/customer-service-automation). ### Insights from G2 on Live Chat Software Based on category trends on G2, ease of setup and proactive chat engagement features stand out as standout capabilities. These platforms deliver reductions in response time and improved customer satisfaction scores as primary outcomes of adoption. Top Tools at a Glance | Product | Best for | User Review | | --- | --- | --- | | [![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/large_detail/large_detail_b4de3f87b12321882f19b7a93f94109c/zendesk-for-customer-service.png "Product Avatar Image")](https://www.g2.com/products/zendesk-for-customer-service/reviews)[Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews)[4.3/5(7,049)](https://www.g2.com/products/zendesk-for-customer-service/reviews) | Scalable omnichannel ticket operations | "Strong Customer Service Platform with Powerful Integrations" | | [![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/large_detail/large_detail_e63eb2d0ef10e2df421befaed80bed3c/agentforce-service-formerly-salesforce-service-cloud.jpg "Product Avatar Image")](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews)[Agentforce Service...](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews)[4.4/5(7,358)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) | Salesforce-centered service operations | "“Daily Use Review of Salesforce Service Cloud in Collections”" | | [![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/large_detail/large_detail_a430bfdd87e9a0142ce27fb5c3ee4b0f/qualified.png "Product Avatar Image")](https://www.g2.com/products/qualified/reviews)[Qualified](https://www.g2.com/products/qualified/reviews)[4.9/5(1,548)](https://www.g2.com/products/qualified/reviews) | AI SDR website meeting conversion | "The best tech vendor we've ever implemented. Instant engagement, better meetings, phenomenal support" | | [![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/large_detail/large_detail_b34e5fb2190630dd5d5830f2b22fe140/fin.png "Product Avatar Image")](https://www.g2.com/products/fin/reviews)[Fin](https://www.g2.com/products/fin/reviews)[4.5/5(3,904)](https://www.g2.com/products/fin/reviews) | Knowledge-base AI support deflection | "Intercom Fin: Best-in-Class Chatbot with Smooth UX and Powerful Integrations" | | [![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/large_detail/large_detail_64053aa8e6f62c8428f8fab92ee1c9d3/zoho-desk.jpg "Product Avatar Image")](https://www.g2.com/products/zoho-desk/reviews)[Zoho Desk](https://www.g2.com/products/zoho-desk/reviews)[4.4/5(7,866)](https://www.g2.com/products/zoho-desk/reviews) | Omnichannel help desk automation | "Efficient and clear solution for customer service" | | [![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/large_detail/large_detail_89eea5138683887c3aa4aa79fcf1a179/whatsapp-business-platform.png "Product Avatar Image")](https://www.g2.com/products/whatsapp-business-platform/reviews)[WhatsApp Business Platform](https://www.g2.com/products/whatsapp-business-platform/reviews)[4.6/5(245)](https://www.g2.com/products/whatsapp-business-platform/reviews) | WhatsApp-based customer conversation scale | "Simple, Efficient Customer Communication with WhatsApp Business" | | [![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/large_detail/large_detail_8adaf9cae4d6226e062076492066232e/podium.png "Product Avatar Image")](https://www.g2.com/products/podium/reviews)[Podium](https://www.g2.com/products/podium/reviews)[4.5/5(2,110)](https://www.g2.com/products/podium/reviews) | Local business messaging and review capture | "Fees less like a review collection tool and more like a digital front desk" | | [![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/large_detail/large_detail_bfc6540ec12016f4e1bebfc7c9c1030e/tidio.png "Product Avatar Image")](https://www.g2.com/products/tidio/reviews)[Tidio](https://www.g2.com/products/tidio/reviews)[4.6/5(1,961)](https://www.g2.com/products/tidio/reviews) | Website chat automation for lead capture | "Clean, Customizable Dashboard with Smooth WordPress Chatbot Integration" | | [![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/large_detail/large_detail_0fb8a8049f2928461a8a7f3d7b881f77/birdeye.jpg "Product Avatar Image")](https://www.g2.com/products/birdeye/reviews)[Birdeye](https://www.g2.com/products/birdeye/reviews)[4.7/5(4,207)](https://www.g2.com/products/birdeye/reviews) | Reputation-led customer messaging | "Reputation Management Life Saver!" | | [![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/large_detail/large_detail_4a91439aa6f7e57f756acaa150ec767f/hubspot-service-hub.png "Product Avatar Image")](https://www.g2.com/products/hubspot-service-hub/reviews)[Service Hub](https://www.g2.com/products/hubspot-service-hub/reviews)[4.4/5(2,920)](https://www.g2.com/products/hubspot-service-hub/reviews) | CRM-connected support and self-service | "Ticket management and centralized support with automations that enhance the experience" | * * * Show More ### Live Chat Topics - [What is Live Chat Software?](#what-is-live-chat-software) - [What are the Common Features of Live Chat Software?](#what-are-the-common-features-of-live-chat-software) - [What are the Benefits of Live Chat Software?](#what-are-the-benefits-of-live-chat-software) - [Who Uses Live Chat Software?](#who-uses-live-chat-software) - [Challenges with Live Chat Software](#challenges-with-live-chat-software) - [Which Companies Should Buy Live Chat Software?](#which-companies-should-buy-live-chat-software) - [How to Buy Live Chat Software](#how-to-buy-live-chat-software) - [Live Chat Software Trends](#live-chat-software-trends) [ ### Live Chat Topics Expand/Collapse ](#) - [What is Live Chat Software?](#what-is-live-chat-software) - [What are the Common Features of Live Chat Software?](#what-are-the-common-features-of-live-chat-software) - [What are the Benefits of Live Chat Software?](#what-are-the-benefits-of-live-chat-software) - [Who Uses Live Chat Software?](#who-uses-live-chat-software) - [Challenges with Live Chat Software](#challenges-with-live-chat-software) - [Which Companies Should Buy Live Chat Software?](#which-companies-should-buy-live-chat-software) - [How to Buy Live Chat Software](#how-to-buy-live-chat-software) - [Live Chat Software Trends](#live-chat-software-trends) ## Learn More About Live Chat Software ### What is Live Chat Software? Live chat software allows website visitors to get a response in real time from a company’s customer service agents, sales representatives, or virtual assistants. These products are typically deployed as a widget in the bottom corner of a business’ website and may be activated when a user clicks on the widget. Alternatively, a pop-up chat window may prompt a user to start a conversation. Companies searching for the best live chat software for business websites typically weigh widget customization, chatbot capability, and integration with their existing customer support stack. Based on G2 reviews, customer support and sales teams evaluate live chat software by comparing real-time response speed, customer engagement features, and ecommerce platform integrations. Live chat solutions can be used in a wide variety of contexts, including customer service, technical support, sales, and marketing. Most often, businesses implement live chat to provide website visitors with a direct channel to receive real-time customer support. For example, live chat agents can assist visitors with website navigation or answer questions about a business’ products or services. Live chat is also an effective method for lead generation. When a website visitor is interested in purchasing a product or service, live chat can be used to connect them with a sales representative. If a representative is unavailable, live chat widgets include a lead capture form to collect the prospect’s information so a salesperson can follow up with them as soon as possible. Although live chat windows exist on a website 24/7, this doesn’t mean a business needs their agents to be available to answer inquiries all day. An offline mode allows website visitors to submit questions or concerns that can be handled either by a chatbot or by an agent when the live chat is back online. Live chat often serves as a company’s first line of defense to help chat agents answer quick questions and escalate deeper concerns in an organized way. The goal of these products is to increase efficiency for both the agent and the customer. #### What Types of Live Chat Software Exist? **Text only solutions** Text-only live chat software allows agents and customers to communicate via text form. Typically, the customer will be approached by a pop-up chat window that helps initiate a conversation. **Voice or video solutions** Live chat software with video or voice capabilities--in addition to text--allow a more personalized conversation with customers. Video chat conversations are especially helpful for complex questions that require a visual representation. Face-to-face video conversations are not the only features of video and voice live chat; users can enable screen sharing to visually convey an issue that’s difficult to explain via text. ### What are the Common Features of Live Chat Software? Live chat functionality can vary from product to product. When considering a live chat solution for a business, it’s important to consider which features will be most beneficial to the particular use case. The following are some core features within live chat software: **Analytics:** Reporting related to live chat analytics gives administrators insight into customer service metrics such as support response time, overall support performance, and customer satisfaction. These insights help managers understand the highs and lows of the customer experience and the team’s performance. **Visitor monitoring:** Real-time visitor monitoring tracks where visitors are on the website and how long they stay on a certain web page. These insights give a sense of where visitors are gravitating to on a web page and can even help generate leads. **Response templates:** For common questions, canned responses are very efficient. Agents can have responses ready to send as soon as a common question pops up. **Branding:** Since live chat exists on a company’s website, it’s important for the widget and conversation window to match the company’s branding and website design. To accomplish this, live chat products offer customizable design options to change the colors and images of the application. Branding customization features ensure a seamless brand experience for customers. **Customer feedback:** After a live chat conversation, a customer can rate the conversation and share feedback on whether or not their question was adequately handled. Managers can use this feedback to further understand the quality of an agent’s work. **Proactive messages:** While live chat is already an approachable asset, it’s helpful for website visitors to be prompted with a friendly pop-up greeting to let them know they’re invited to chat whenever they’d like. A proactive message is an approachable way to entice visitors to communicate with the company. **Integrations:** Live chat products should integrate seamlessly with a company’s technology stack to ensure the information shared in chat conversations is available across departments. Integrations with CRM software are important for storing and accessing customer information during a support conversation, as well as adding new contacts for lead generation. Live chat typically integrates with other customer service solutions, especially help desks, to improve omnichannel customer experiences. Many live chat software solutions will also offer the following features: - [Live chat software with in-app messaging capabilities](https://www.g2.com/categories/live-chat/f/in-app-messaging) - [Live chat software with lead development capabilities](https://www.g2.com/categories/live-chat/f/lead-development) - [Live chat software with knowledge base capabilities](https://www.g2.com/categories/live-chat/f/knowledge-base) - [Live chat software with targeted email capabilities](https://www.g2.com/categories/live-chat/f/targeted-emails) - [Live chat software with co-browsing capabilities](https://www.g2.com/categories/live-chat/f/co-browsing) ### What are the Benefits of Live Chat Software? Businesses of all types benefit from using live chat software to provide instant and approachable customer support. Using live chat makes customer support more efficient for both the agent and the customer for several reasons: **Customer engagement:** Live chat is a simple and accessible way for customers to approach a company. Customers are more likely to engage than if the company only offered phone and email support, because of its convenience. **Real-time support:** With live chat, website visitors don’t need to wait very long for an answer to a simple question. Without a long turnaround, visitors are more likely to engage with the company, knowing their time is not being wasted. In comparison, inquiries submitted via email or social media have an unpredictable response time. Since questions are answered quickly, agents are more productive and get through more inquiries. **Improved efficiency and productivity:** In comparison to phone calls, live chat is relatively cheap and takes less effort from both the customer and the agent. Additionally, it’s easy to multitask between different live chat conversations, allowing for more support in less time. Since live chatting requires reading and typing, conversations have more downtime between messages. This allows customer service agents to multitask and handle multiple chat windows at once. Depending on how many conversations are going on, agents can also use downtime to talk on the phone with another customer while handling live chat conversations. **Lead generation:** Live chat is approachable for customers, so it’s an easy way to begin a sales conversation. The informality of live chat makes a sales conversation more comfortable for the customer, so it’s a great opportunity to bring in a sale. ### Who Uses Live Chat Software? Professionals who communicate with customers directly, such as customer service teams and sales teams, use live chat to instantly chat with customers or gather data on the conversations customers have with customer service agents. **Customer service:** Customer service teams use live chat software to communicate with website visitors who use the feature to ask questions or voice concerns. If any complaints need to be escalated, chat agents can use routing features to transfer the conversation to a manager. When purchasing a live chat solution for customer service, businesses should remember to look for products that integrate with the company’s existing support software. **Sales:** Sales teams can utilize live chat software to generate leads. Since the buyer is expressing interest in the company by initiating a conversation using the live chat feature, it’s a great opportunity to spark a sales conversation. If a company wants to implement live chat to accelerate sales and improve conversion rates, it’s important to find a product that integrates with the CRM or system of record. #### Software Related to Live Chat Software Related solutions that can be used together with live chat tools include: [Help desk software](https://www.g2.com/categories/help-desk) **:** Help desk software provides a ticketing system for customer service teams to organize and respond to inquiries regarding a company’s products or services. Traditionally, help desks take in customer inquiries from email and web forms, but these solutions are increasingly supporting omnichannel customer service by incorporating other channels such as social media, live chat, SMS, and call center technology. As a result, many help desk solutions include a live chat tool. [Customer self-service software](https://www.g2.com/categories/customer-self-service) **:** Customer self-service software provides a platform for end users, prospects, or customers to access information and perform tasks without the assistance of customer support representatives. Customer self service can take many different forms and may include chatbots, intelligent virtual assistants, knowledge bases, FAQs, and community forums. [Social customer service software](https://www.g2.com/categories/social-customer-service) **:** Businesses use social customer service software to assist their customers via social networks and social messenger apps. These solutions collect customer inquiries from social media and assign them to support team members. While live chat software allows customers to receive support when visiting a company’s website, social customer service enables support teams to respond proactively to customer complaints or questions. Some live chat tools offer the ability to transfer chat interactions to social messaging platforms, so the conversation can be continued on the customer’s preferred platform. [Conversational marketing software](https://www.g2.com/categories/conversational-marketing) **:** Live chat tools may integrate with or include features of conversational marketing software. Conversational marketing helps businesses improve conversion rates by identifying and engaging with potential customers throughout their buying journey. These products accelerate the buying process by transferring qualified leads to sales representatives or facilitating follow-up conversations if a customer is not yet ready to buy. [Chatbots software](https://www.g2.com/categories/chatbots) **:** Chatbots, which are often called virtual agents or virtual assistants, are used in place of a human to conduct specific tasks or provide information based on written or spoken requests. Customer support tools, such as live chat, help desk, or contact center solutions, may already have chatbots implemented as a first line of defense when dealing with customers. ### Challenges with Live Chat Software Although live chat software can be implemented relatively quickly, the adoption of these tools can pose additional challenges. Before purchasing live chat software, businesses must make sure to have a plan to address potential issues before they arise. **Increase in support requests:** Naturally, adding an immediate and accessible means for customers to contact the business will result in an influx of support requests and conversations. To avoid overwhelming the business’ chat support team, companies can roll out the live chat product gradually. Users may also wish to open it up to smaller segments of customers over time rather than all at once.  **Staff training:** A big part of customer support is empathizing with the customer. For even simple inquiries, it’s important for agents to come across as friendly and approachable via live chat. Tone is sometimes difficult to read through text, so it’s easy for website visitors to misinterpret a message from a support agent. Agents should be trained on how to express empathy in text form to prevent any tone assumptions. **Spam or inappropriate messages:** While approachability is generally considered beneficial, it opens the possibility of potential scenarios involving inappropriate or irrelevant messages. Fortunately, many live chat offerings have a spam filter or block functionality, which allows agents to distinguish real messages or block aggressive customers. ### Which Companies Should Buy Live Chat Software? Any business with a website can use live chat software. These products are beneficial to companies of all sizes, from small businesses to large enterprises. However, there are a few types of businesses that are particularly suited for live chat. **E-commerce:** E-commerce brands and any business that sells products online should consider buying a live chat solution. While customers browse an e-commerce site, they may run into technical issues or have questions about specific product specifications, shipping, or return policies. Live chat offers the opportunity for a business to answer a customer’s question right away, increasing the chance that the customer will complete their purchase. **Services:** Live chat can be very beneficial for businesses in the service industry, especially banking, healthcare, real estate, travel, and hospitality. For these industries, exceptional customer service is paramount to the success of the business. Live chat provides clients and prospects with an instant connection to a business so they can quickly resolve issues or have their questions answered. Based on G2 reviews, the most-cited evaluation criteria for live chat software on business websites are widget customization, chatbot quality with smooth AI-to-human handoff, and native integrations with the CRM and help desk already in use. For customer support teams, reviewers consistently call out omnichannel coverage across email, SMS, WhatsApp, and social messengers, alongside ease of use, as the day-to-day features that determine adoption. Ecommerce buyers specifically cite Shopify integration, mobile apps for responding to chats away from the desk, and visitor tracking as the difference between live chat solutions that drive customer engagement and ones that sit idle. Sales-led teams highlight high-intent visitor identification and real-time client support as the features that turn live chat from a support tool into a lead-generation channel. ### How to Buy Live Chat Software #### Requirements Gathering (RFI/RFP) for Live Chat Software Whether a company is purchasing a live chat solution for the first time or looking for a replacement, the first step is defining a list of requirements the product must meet for the business to be most productive. These requirements will help buyers narrow down the list of products to consider. First, buyers must evaluate the need for live chat software, and ask the following questions: - Who will be using the product most often? - How many users (or seats) do we need?  - Will it be used for customer service or technical support?  - Will the sales team use it for lead generation or guiding customers on their buying journey? At this point, it’s also important to list the features that will prove most useful for the teams using the product. For improving customer self-service and freeing up team members’ time, companies may require a product that can automate workflows to resolve customer issues without human assistance. Buyers must consider if the product should integrate with any other software their business uses, such as CRM or help desk. #### Compare Live Chat Software Products **Create a long list** Based on the list of requirements, buyers should create a long list of no more than 10 products that appear to meet the business needs. Consulting online review sites is a great way to start the long list. G2 has thousands of [software categories](https://www.g2.com/categories?q%5Bcategory_type_eq%5D=software) with over 1 million verified user reviews. G2’s Live Chat software category can help buyers find the highest rated or most popular products based on reviews from verified customers. **Create a short list** After consulting customer reviews and creating a long list of live chat software products, companies must begin eliminating the options that won’t work for their business. The easiest way to do this is to first eliminate the products outside budget. Small businesses or startups should look at each product’s pricing plans to determine if the product will still be affordable as the company scales up. At this point, buyers should also eliminate products that don’t offer all the required features. **Conduct demos** Once a short list of about three to five products is ready, companies should begin reaching out to vendors to schedule demos. Demos allow buyers to take a closer look at each live chat solution’s functionality and ease of use. This may also be the first opportunity to glimpse each vendor’s onboarding style and service levels and determine if they are helpful and communicative and whether they are focusing too much on the sales pitch. #### Selection of Live Chat Software **Choose a selection team** The company’s software selection team should already consist of a project manager to manage the process from start to finish and an executive sponsor to ensure buy-in from the company’s decision makers. Naturally, the selection team should also include several employees who will be using the live chat daily, such as sales representatives or customer service agents. **Negotiation** Before signing a contract, buyers should make sure to negotiate for the best price and ask about any discounts for which their business may qualify. This is also the time to discuss implementation and onboarding services and payment plans. **Final decision** Finally, it’s time to decide on a live chat software and sign the dotted line. In the days and months after the purchase, buyers must monitor the company’s progress with the new product. Is the live chat working as intended? Have users fully adopted all the features? Will the product scale with the company’s growth? If the answer to any of these questions is “no,” the buyer should consider raising the concerns with the vendor. If they are unable to resolve these issues, it may be time to look for alternatives. ### Live Chat Software Trends **Screen sharing** Sometimes questions are easier to ask with visuals. To help prevent miscommunication, screen sharing allows the customer to show a support agent the basis of their question instead of communicating it through text. Since typing out questions can be a lengthy process for complex issues, screen sharing can help save time and prevent frustration for both the customer and the agent. **Automation** Using chatbots and automated responses for simple customer concerns means having an agent online 24/7 is not necessary. As artificial intelligence becomes more desirable to help businesses automate processes, live chat vendors continue to add features like intelligent responses and automated workflows to their products. These options ensure customers receive assistance at any hour, maintaining customer satisfaction and consistently generating leads.