Best Software for 2025 is now live!

Best Live Chat Software

Jeffrey Lin
JL
Researched and written by Jeffrey Lin

Live chat software allows companies to communicate with their website visitors in real time via chat windows. Customer service representatives can utilize live chat software to provide support to users who have questions regarding products or website navigation. Support agents can prompt user interaction with pop-up chat boxes or wait for visitors to proactively reach out with questions or concerns. Some features include reporting and analytics, interactive chat notifications, and conversation archiving. Live chat software can be used by customer service teams to quickly respond to inquiries, employees in business development roles to reach leads that may be unavailable by phone or email, or administrative staffs in the education sector to connect with incoming students, among other uses. Live chat functionality may come as a feature of other software types including e-commerce platforms and help desk software products.

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

Best Live Chat Software At A Glance

Best for Small Businesses:
Best for Mid-Market:
Best for Enterprise:
Highest User Satisfaction:
Best Free Software:
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Best for Enterprise:
Highest User Satisfaction:
Best Free Software:

G2 takes pride in showing unbiased reviews on user satisfaction in our ratings and reports. We do not allow paid placements in any of our ratings, rankings, or reports. Learn about our scoring methodologies.

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603 Listings in Live Chat Available
(5,606)4.4 out of 5
Optimized for quick response
View top Consulting Services for Salesforce Service Cloud
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Entry Level Price:Starting at $25.00
  • Overview
    Expand/Collapse Overview
  • Product Description
    How are these determined?Information
    This description is provided by the seller.

    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, f

    Users
    • Salesforce Administrator
    • Salesforce Developer
    Industries
    • Information Technology and Services
    • Computer Software
    Market Segment
    • 42% Mid-Market
    • 39% Enterprise
  • Pros and Cons
    Expand/Collapse Pros and Cons
  • Salesforce Service Cloud Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Ease of Use
    1,414
    Case Management
    1,233
    Features
    1,201
    Efficiency
    1,032
    Helpful
    729
    Cons
    Complexity
    646
    Learning Curve
    626
    Missing Features
    561
    Steep Learning Curve
    479
    Limitations
    458
  • User Satisfaction
    Expand/Collapse User Satisfaction
  • Salesforce Service Cloud features and usability ratings that predict user satisfaction
    8.7
    Has the product been a good partner in doing business?
    Average: 9.0
    8.4
    Lead Development
    Average: 8.5
    8.3
    Customization
    Average: 8.5
    7.8
    Co-Browsing
    Average: 8.2
  • Seller Details
    Expand/Collapse Seller Details
  • Seller Details
    Company Website
    Year Founded
    1999
    HQ Location
    San Francisco, CA
    Twitter
    @salesforce
    584,242 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    78,543 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

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, f

Users
  • Salesforce Administrator
  • Salesforce Developer
Industries
  • Information Technology and Services
  • Computer Software
Market Segment
  • 42% Mid-Market
  • 39% Enterprise
Salesforce Service Cloud Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Ease of Use
1,414
Case Management
1,233
Features
1,201
Efficiency
1,032
Helpful
729
Cons
Complexity
646
Learning Curve
626
Missing Features
561
Steep Learning Curve
479
Limitations
458
Salesforce Service Cloud features and usability ratings that predict user satisfaction
8.7
Has the product been a good partner in doing business?
Average: 9.0
8.4
Lead Development
Average: 8.5
8.3
Customization
Average: 8.5
7.8
Co-Browsing
Average: 8.2
Seller Details
Company Website
Year Founded
1999
HQ Location
San Francisco, CA
Twitter
@salesforce
584,242 Twitter followers
LinkedIn® Page
www.linkedin.com
78,543 employees on LinkedIn®
(3,322)4.5 out of 5
Optimized for quick response
11th Easiest To Use in Live Chat software
View top Consulting Services for Intercom
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Entry Level Price:$39.00
  • Overview
    Expand/Collapse Overview
  • Product Description
    How are these determined?Information
    This description is provided by the seller.

    Intercom is the only complete AI-first customer service platform, enhancing the customer experience, improving operational efficiency, and scaling with your business every step of the way. Our AI-firs

    Users
    • Customer Success Manager
    • CEO
    Industries
    • Computer Software
    • Information Technology and Services
    Market Segment
    • 58% Small-Business
    • 37% Mid-Market
    User Sentiment
    How are these determined?Information
    These insights, currently in beta, are compiled from user reviews and grouped to display a high-level overview of the software.
    • Intercom is a comprehensive customer engagement platform that integrates live chat, automated messaging, and a robust help center to support customer interactions.
    • Users like the platform's ease of use, versatility, and the AI features like Fin that improve efficiency by handling repetitive inquiries and allowing the team to focus on complex issues.
    • Reviewers noted that the platform can be expensive for small teams, occasionally experiences minor lags when processing high volumes of data, and some desired features are locked behind paywalls.
  • Pros and Cons
    Expand/Collapse Pros and Cons
  • Intercom Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Ease of Use
    360
    Helpful
    279
    Features
    245
    Customer Support
    166
    Efficiency
    150
    Cons
    Missing Features
    107
    Limited Features
    95
    Chat Functionality
    71
    Expensive
    62
    Learning Curve
    61
  • User Satisfaction
    Expand/Collapse User Satisfaction
  • Intercom features and usability ratings that predict user satisfaction
    8.8
    Has the product been a good partner in doing business?
    Average: 9.0
    8.4
    Lead Development
    Average: 8.5
    8.3
    Customization
    Average: 8.5
    8.6
    Co-Browsing
    Average: 8.2
  • Seller Details
    Expand/Collapse Seller Details
  • Seller Details
    Company Website
    Year Founded
    2011
    HQ Location
    San Francisco, CA
    Twitter
    @intercom
    43,194 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    1,529 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

Intercom is the only complete AI-first customer service platform, enhancing the customer experience, improving operational efficiency, and scaling with your business every step of the way. Our AI-firs

Users
  • Customer Success Manager
  • CEO
Industries
  • Computer Software
  • Information Technology and Services
Market Segment
  • 58% Small-Business
  • 37% Mid-Market
User Sentiment
How are these determined?Information
These insights, currently in beta, are compiled from user reviews and grouped to display a high-level overview of the software.
  • Intercom is a comprehensive customer engagement platform that integrates live chat, automated messaging, and a robust help center to support customer interactions.
  • Users like the platform's ease of use, versatility, and the AI features like Fin that improve efficiency by handling repetitive inquiries and allowing the team to focus on complex issues.
  • Reviewers noted that the platform can be expensive for small teams, occasionally experiences minor lags when processing high volumes of data, and some desired features are locked behind paywalls.
Intercom Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Ease of Use
360
Helpful
279
Features
245
Customer Support
166
Efficiency
150
Cons
Missing Features
107
Limited Features
95
Chat Functionality
71
Expensive
62
Learning Curve
61
Intercom features and usability ratings that predict user satisfaction
8.8
Has the product been a good partner in doing business?
Average: 9.0
8.4
Lead Development
Average: 8.5
8.3
Customization
Average: 8.5
8.6
Co-Browsing
Average: 8.2
Seller Details
Company Website
Year Founded
2011
HQ Location
San Francisco, CA
Twitter
@intercom
43,194 Twitter followers
LinkedIn® Page
www.linkedin.com
1,529 employees on LinkedIn®

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(1,845)4.6 out of 5
Optimized for quick response
5th Easiest To Use in Live Chat software
Save to My Lists
Entry Level Price:$399.00
  • Overview
    Expand/Collapse Overview
  • Product Description
    How are these determined?Information
    This description is provided by the seller.

    Podium is the all-in-one AI-powered lead management and communication platform used by more than 100,000 businesses to acquire and convert new customers. At the forefront of Podium’s innovation is its

    Users
    • General Manager
    • Owner
    Industries
    • Automotive
    • Retail
    Market Segment
    • 59% Small-Business
    • 36% Mid-Market
    User Sentiment
    How are these determined?Information
    These insights, currently in beta, are compiled from user reviews and grouped to display a high-level overview of the software.
    • Podium is a communication platform that allows businesses to interact with customers and manage conversations.
    • Reviewers frequently mention the ease of use, the ability to schedule and automate messages, and the convenience of having all communications in one place.
    • Users experienced issues with the bulk message feature, occasional glitches, and difficulties with integrating the platform with their existing CRM systems.
  • Pros and Cons
    Expand/Collapse Pros and Cons
  • Podium Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Ease of Use
    410
    Communication
    328
    Easy Communication
    314
    Helpful
    306
    Useful
    249
    Cons
    Missing Features
    101
    Messaging Issues
    97
    Limited Features
    79
    Chat Functionality
    69
    Expensive
    63
  • User Satisfaction
    Expand/Collapse User Satisfaction
  • Podium features and usability ratings that predict user satisfaction
    9.2
    Has the product been a good partner in doing business?
    Average: 9.0
    8.7
    Lead Development
    Average: 8.5
    8.3
    Customization
    Average: 8.5
    7.3
    Co-Browsing
    Average: 8.2
  • Seller Details
    Expand/Collapse Seller Details
  • Seller Details
    Seller
    Podium
    Company Website
    Year Founded
    2014
    HQ Location
    Lehi, UT
    Twitter
    @PodiumHQ
    3,452 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    1,359 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

Podium is the all-in-one AI-powered lead management and communication platform used by more than 100,000 businesses to acquire and convert new customers. At the forefront of Podium’s innovation is its

Users
  • General Manager
  • Owner
Industries
  • Automotive
  • Retail
Market Segment
  • 59% Small-Business
  • 36% Mid-Market
User Sentiment
How are these determined?Information
These insights, currently in beta, are compiled from user reviews and grouped to display a high-level overview of the software.
  • Podium is a communication platform that allows businesses to interact with customers and manage conversations.
  • Reviewers frequently mention the ease of use, the ability to schedule and automate messages, and the convenience of having all communications in one place.
  • Users experienced issues with the bulk message feature, occasional glitches, and difficulties with integrating the platform with their existing CRM systems.
Podium Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Ease of Use
410
Communication
328
Easy Communication
314
Helpful
306
Useful
249
Cons
Missing Features
101
Messaging Issues
97
Limited Features
79
Chat Functionality
69
Expensive
63
Podium features and usability ratings that predict user satisfaction
9.2
Has the product been a good partner in doing business?
Average: 9.0
8.7
Lead Development
Average: 8.5
8.3
Customization
Average: 8.5
7.3
Co-Browsing
Average: 8.2
Seller Details
Seller
Podium
Company Website
Year Founded
2014
HQ Location
Lehi, UT
Twitter
@PodiumHQ
3,452 Twitter followers
LinkedIn® Page
www.linkedin.com
1,359 employees on LinkedIn®
(6,148)4.3 out of 5
Optimized for quick response
View top Consulting Services for Zendesk Support Suite
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Entry Level Price:$19.00
  • Overview
    Expand/Collapse Overview
  • Product Description
    How are these determined?Information
    This description is provided by the seller.

    Zendesk is an AI-powered service solution that’s easy to set up, use, and scale. Zendesk solution works out-of-the-box, and is easy to modify in the event of change, enabling businesses to move faster

    Users
    • Customer Success Manager
    • Customer Service Manager
    Industries
    • Computer Software
    • Information Technology and Services
    Market Segment
    • 46% Mid-Market
    • 42% Small-Business
    User Sentiment
    How are these determined?Information
    These insights, currently in beta, are compiled from user reviews and grouped to display a high-level overview of the software.
    • Zendesk Support Suite is a customer support tool that integrates multiple channels of communication, manages tickets, and offers automation and AI-driven tools for efficiency.
    • Reviewers like the user-friendly interface, the ability to integrate with other platforms, the detailed analytics, and the automation capabilities that improve efficiency and reduce agent workload.
    • Reviewers experienced issues with the platform's speed, complexity in setting up and managing integrations, lack of certain features, and high cost for premium features and scaling up.
  • Pros and Cons
    Expand/Collapse Pros and Cons
  • Zendesk Support Suite Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Ease of Use
    256
    Features
    161
    Customer Support
    137
    Helpful
    122
    Efficiency
    106
    Cons
    Missing Features
    100
    Limited Features
    79
    Ticketing Issues
    73
    Poor Customer Support
    64
    Lack of Features
    59
  • User Satisfaction
    Expand/Collapse User Satisfaction
  • Zendesk Support Suite features and usability ratings that predict user satisfaction
    8.4
    Has the product been a good partner in doing business?
    Average: 9.0
    8.0
    Lead Development
    Average: 8.5
    8.0
    Customization
    Average: 8.5
    8.0
    Co-Browsing
    Average: 8.2
  • Seller Details
    Expand/Collapse Seller Details
  • Seller Details
    Seller
    Zendesk
    Company Website
    Year Founded
    2007
    HQ Location
    San Francisco, CA
    Twitter
    @Zendesk
    105,082 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    6,641 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

Zendesk is an AI-powered service solution that’s easy to set up, use, and scale. Zendesk solution works out-of-the-box, and is easy to modify in the event of change, enabling businesses to move faster

Users
  • Customer Success Manager
  • Customer Service Manager
Industries
  • Computer Software
  • Information Technology and Services
Market Segment
  • 46% Mid-Market
  • 42% Small-Business
User Sentiment
How are these determined?Information
These insights, currently in beta, are compiled from user reviews and grouped to display a high-level overview of the software.
  • Zendesk Support Suite is a customer support tool that integrates multiple channels of communication, manages tickets, and offers automation and AI-driven tools for efficiency.
  • Reviewers like the user-friendly interface, the ability to integrate with other platforms, the detailed analytics, and the automation capabilities that improve efficiency and reduce agent workload.
  • Reviewers experienced issues with the platform's speed, complexity in setting up and managing integrations, lack of certain features, and high cost for premium features and scaling up.
Zendesk Support Suite Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Ease of Use
256
Features
161
Customer Support
137
Helpful
122
Efficiency
106
Cons
Missing Features
100
Limited Features
79
Ticketing Issues
73
Poor Customer Support
64
Lack of Features
59
Zendesk Support Suite features and usability ratings that predict user satisfaction
8.4
Has the product been a good partner in doing business?
Average: 9.0
8.0
Lead Development
Average: 8.5
8.0
Customization
Average: 8.5
8.0
Co-Browsing
Average: 8.2
Seller Details
Seller
Zendesk
Company Website
Year Founded
2007
HQ Location
San Francisco, CA
Twitter
@Zendesk
105,082 Twitter followers
LinkedIn® Page
www.linkedin.com
6,641 employees on LinkedIn®
(2,492)4.4 out of 5
Optimized for quick response
View top Consulting Services for HubSpot Service Hub
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20% off
  • Overview
    Expand/Collapse Overview
  • Product Description
    How are these determined?Information
    This description is provided by the seller.

    HubSpot's Service Hub is the only AI-powered customer service solution that delivers delightful support at scale with unified customer insights. Service Hub helps you scale your support teams with ea

    Users
    • Customer Success Manager
    • Customer Success Specialist
    Industries
    • Computer Software
    • Information Technology and Services
    Market Segment
    • 63% Small-Business
    • 34% Mid-Market
  • Pros and Cons
    Expand/Collapse Pros and Cons
  • HubSpot Service Hub Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Ease of Use
    493
    Features
    307
    Helpful
    205
    Customer Support
    170
    Efficiency
    169
    Cons
    Missing Features
    171
    Ticketing Issues
    122
    Ticket Management
    121
    Limited Features
    115
    Lack of Features
    110
  • User Satisfaction
    Expand/Collapse User Satisfaction
  • HubSpot Service Hub features and usability ratings that predict user satisfaction
    8.8
    Has the product been a good partner in doing business?
    Average: 9.0
    8.5
    Lead Development
    Average: 8.5
    8.1
    Customization
    Average: 8.5
    8.2
    Co-Browsing
    Average: 8.2
  • Seller Details
    Expand/Collapse Seller Details
  • Seller Details
    Seller
    HubSpot
    Company Website
    Year Founded
    2006
    HQ Location
    Cambridge, MA
    Twitter
    @HubSpot
    804,639 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    11,117 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

HubSpot's Service Hub is the only AI-powered customer service solution that delivers delightful support at scale with unified customer insights. Service Hub helps you scale your support teams with ea

Users
  • Customer Success Manager
  • Customer Success Specialist
Industries
  • Computer Software
  • Information Technology and Services
Market Segment
  • 63% Small-Business
  • 34% Mid-Market
HubSpot Service Hub Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Ease of Use
493
Features
307
Helpful
205
Customer Support
170
Efficiency
169
Cons
Missing Features
171
Ticketing Issues
122
Ticket Management
121
Limited Features
115
Lack of Features
110
HubSpot Service Hub features and usability ratings that predict user satisfaction
8.8
Has the product been a good partner in doing business?
Average: 9.0
8.5
Lead Development
Average: 8.5
8.1
Customization
Average: 8.5
8.2
Co-Browsing
Average: 8.2
Seller Details
Seller
HubSpot
Company Website
Year Founded
2006
HQ Location
Cambridge, MA
Twitter
@HubSpot
804,639 Twitter followers
LinkedIn® Page
www.linkedin.com
11,117 employees on LinkedIn®
(3,137)4.7 out of 5
Optimized for quick response
7th Easiest To Use in Live Chat software
Save to My Lists
  • Overview
    Expand/Collapse Overview
  • Product Description
    How are these determined?Information
    This description is provided by the seller.

    Birdeye is the top-rated reputation, social media, and customer experience platform for local brands and multi-location businesses. Over 150,000 businesses leverage Birdeye’s AI-powered platform to ge

    Users
    • Owner
    • Marketing Manager
    Industries
    • Hospital & Health Care
    • Real Estate
    Market Segment
    • 56% Small-Business
    • 35% Mid-Market
    User Sentiment
    How are these determined?Information
    These insights, currently in beta, are compiled from user reviews and grouped to display a high-level overview of the software.
    • Birdeye is a platform that helps businesses manage their reputation and customer experience, offering features such as review management, customer engagement, and analytics.
    • Reviewers like the platform's ability to aggregate reviews across multiple channels, its user-friendly interface, and the convenience of having all customer feedback in one place.
    • Users reported issues with the platform's pricing, occasional glitches, and difficulties in understanding and navigating the interface, especially for those who are not tech-savvy.
  • Pros and Cons
    Expand/Collapse Pros and Cons
  • Birdeye Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Ease of Use
    1,096
    Helpful
    1,059
    Review Management
    972
    Customer Support
    690
    Reviews
    606
    Cons
    Missing Features
    201
    Review Management
    183
    Integration Issues
    151
    Learning Curve
    136
    Limitations
    131
  • User Satisfaction
    Expand/Collapse User Satisfaction
  • Birdeye features and usability ratings that predict user satisfaction
    9.5
    Has the product been a good partner in doing business?
    Average: 9.0
    8.7
    Lead Development
    Average: 8.5
    8.9
    Customization
    Average: 8.5
    8.5
    Co-Browsing
    Average: 8.2
  • Seller Details
    Expand/Collapse Seller Details
  • Seller Details
    Seller
    Birdeye
    Company Website
    Year Founded
    2012
    HQ Location
    Palo Alto, CA
    Twitter
    @BirdEye_
    5,296 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    1,264 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

Birdeye is the top-rated reputation, social media, and customer experience platform for local brands and multi-location businesses. Over 150,000 businesses leverage Birdeye’s AI-powered platform to ge

Users
  • Owner
  • Marketing Manager
Industries
  • Hospital & Health Care
  • Real Estate
Market Segment
  • 56% Small-Business
  • 35% Mid-Market
User Sentiment
How are these determined?Information
These insights, currently in beta, are compiled from user reviews and grouped to display a high-level overview of the software.
  • Birdeye is a platform that helps businesses manage their reputation and customer experience, offering features such as review management, customer engagement, and analytics.
  • Reviewers like the platform's ability to aggregate reviews across multiple channels, its user-friendly interface, and the convenience of having all customer feedback in one place.
  • Users reported issues with the platform's pricing, occasional glitches, and difficulties in understanding and navigating the interface, especially for those who are not tech-savvy.
Birdeye Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Ease of Use
1,096
Helpful
1,059
Review Management
972
Customer Support
690
Reviews
606
Cons
Missing Features
201
Review Management
183
Integration Issues
151
Learning Curve
136
Limitations
131
Birdeye features and usability ratings that predict user satisfaction
9.5
Has the product been a good partner in doing business?
Average: 9.0
8.7
Lead Development
Average: 8.5
8.9
Customization
Average: 8.5
8.5
Co-Browsing
Average: 8.2
Seller Details
Seller
Birdeye
Company Website
Year Founded
2012
HQ Location
Palo Alto, CA
Twitter
@BirdEye_
5,296 Twitter followers
LinkedIn® Page
www.linkedin.com
1,264 employees on LinkedIn®
(3,499)4.4 out of 5
Optimized for quick response
10th Easiest To Use in Live Chat software
View top Consulting Services for Freshdesk
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Entry Level Price:Free
  • Overview
    Expand/Collapse Overview
  • Product Description
    How are these determined?Information
    This description is provided by the seller.

    Freshdesk (a product of Freshworks Inc.) helps businesses delight their customers effortlessly with modern and intuitive software for customer support. Freshdesk converts requests coming in via email,

    Users
    • Manager
    • Owner
    Industries
    • Information Technology and Services
    • Computer Software
    Market Segment
    • 47% Small-Business
    • 39% Mid-Market
  • Pros and Cons
    Expand/Collapse Pros and Cons
  • Freshdesk Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Ease of Use
    382
    Features
    219
    Helpful
    171
    Customer Support
    155
    Ticket Management
    154
    Cons
    Missing Features
    128
    Ticketing Issues
    109
    Ticket Management
    99
    Ticketing System Issues
    89
    Limited Features
    82
  • User Satisfaction
    Expand/Collapse User Satisfaction
  • Freshdesk features and usability ratings that predict user satisfaction
    8.8
    Has the product been a good partner in doing business?
    Average: 9.0
    8.2
    Lead Development
    Average: 8.5
    8.1
    Customization
    Average: 8.5
    8.1
    Co-Browsing
    Average: 8.2
  • Seller Details
    Expand/Collapse Seller Details
  • Seller Details
    Company Website
    Year Founded
    2010
    HQ Location
    San Mateo, CA
    Twitter
    @FreshworksInc
    18,862 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    8,591 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

Freshdesk (a product of Freshworks Inc.) helps businesses delight their customers effortlessly with modern and intuitive software for customer support. Freshdesk converts requests coming in via email,

Users
  • Manager
  • Owner
Industries
  • Information Technology and Services
  • Computer Software
Market Segment
  • 47% Small-Business
  • 39% Mid-Market
Freshdesk Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Ease of Use
382
Features
219
Helpful
171
Customer Support
155
Ticket Management
154
Cons
Missing Features
128
Ticketing Issues
109
Ticket Management
99
Ticketing System Issues
89
Limited Features
82
Freshdesk features and usability ratings that predict user satisfaction
8.8
Has the product been a good partner in doing business?
Average: 9.0
8.2
Lead Development
Average: 8.5
8.1
Customization
Average: 8.5
8.1
Co-Browsing
Average: 8.2
Seller Details
Company Website
Year Founded
2010
HQ Location
San Mateo, CA
Twitter
@FreshworksInc
18,862 Twitter followers
LinkedIn® Page
www.linkedin.com
8,591 employees on LinkedIn®
(1,114)4.9 out of 5
4th Easiest To Use in Live Chat software
View top Consulting Services for Qualified
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Entry Level Price:Starting at $3,500.00
  • Overview
    Expand/Collapse Overview
  • Product Description
    How are these determined?Information
    This description is provided by the seller.

    Qualified is the PipelineAI 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.

    Users
    • Sales Development Representative
    • Marketing Operations Manager
    Industries
    • Computer Software
    • Information Technology and Services
    Market Segment
    • 70% Mid-Market
    • 19% Enterprise
    User Sentiment
    How are these determined?Information
    These insights, currently in beta, are compiled from user reviews and grouped to display a high-level overview of the software.
    • Qualified is a platform that provides real-time engagement with website visitors, generating immediate leads and integrating with CRM and marketing tools for streamlined workflows.
    • Users frequently mention the platform's ease of use, robust features, seamless integration with other tools, and exceptional customer support, highlighting the positive impact on lead conversion rates and overall efficiency.
    • Reviewers mentioned that Qualified can be a significant investment with additional costs for new features, and while robust, the platform can have a lengthy learning curve if users want to leverage many features independently.
  • Pros and Cons
    Expand/Collapse Pros and Cons
  • Qualified Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Customer Support
    361
    Helpful
    306
    Ease of Use
    297
    Customer Service
    280
    Features
    228
    Cons
    Learning Curve
    85
    Missing Features
    77
    Steep Learning Curve
    43
    Limited Features
    32
    Integration Issues
    31
  • User Satisfaction
    Expand/Collapse User Satisfaction
  • Qualified features and usability ratings that predict user satisfaction
    9.9
    Has the product been a good partner in doing business?
    Average: 9.0
    9.5
    Lead Development
    Average: 8.5
    9.4
    Customization
    Average: 8.5
    9.2
    Co-Browsing
    Average: 8.2
  • Seller Details
    Expand/Collapse Seller Details
  • Seller Details
    Company Website
    Year Founded
    2018
    HQ Location
    San Francisco, CA
    Twitter
    @tryqualified
    636 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    220 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

Qualified is the PipelineAI 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.

Users
  • Sales Development Representative
  • Marketing Operations Manager
Industries
  • Computer Software
  • Information Technology and Services
Market Segment
  • 70% Mid-Market
  • 19% Enterprise
User Sentiment
How are these determined?Information
These insights, currently in beta, are compiled from user reviews and grouped to display a high-level overview of the software.
  • Qualified is a platform that provides real-time engagement with website visitors, generating immediate leads and integrating with CRM and marketing tools for streamlined workflows.
  • Users frequently mention the platform's ease of use, robust features, seamless integration with other tools, and exceptional customer support, highlighting the positive impact on lead conversion rates and overall efficiency.
  • Reviewers mentioned that Qualified can be a significant investment with additional costs for new features, and while robust, the platform can have a lengthy learning curve if users want to leverage many features independently.
Qualified Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Customer Support
361
Helpful
306
Ease of Use
297
Customer Service
280
Features
228
Cons
Learning Curve
85
Missing Features
77
Steep Learning Curve
43
Limited Features
32
Integration Issues
31
Qualified features and usability ratings that predict user satisfaction
9.9
Has the product been a good partner in doing business?
Average: 9.0
9.5
Lead Development
Average: 8.5
9.4
Customization
Average: 8.5
9.2
Co-Browsing
Average: 8.2
Seller Details
Company Website
Year Founded
2018
HQ Location
San Francisco, CA
Twitter
@tryqualified
636 Twitter followers
LinkedIn® Page
www.linkedin.com
220 employees on LinkedIn®
By Zoho
(6,193)4.4 out of 5
Optimized for quick response
View top Consulting Services for Zoho Desk
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50% off: $7-20/agent/month
  • Overview
    Expand/Collapse Overview
  • Product Description
    How are these determined?Information
    This description is provided by the seller.

    Zoho Desk is Zoho's flagship web-based help desk software that helps companies deliver lasting customer experiences. It aims to make customers happier, agents empowered, and businesses healthier. With

    Users
    • CEO
    • Owner
    Industries
    • Information Technology and Services
    • Computer Software
    Market Segment
    • 71% Small-Business
    • 24% Mid-Market
  • Pros and Cons
    Expand/Collapse Pros and Cons
  • Zoho Desk Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Ease of Use
    690
    Features
    445
    Simple
    347
    Intuitive
    307
    Integrations
    302
    Cons
    Learning Curve
    225
    Steep Learning Curve
    153
    Missing Features
    152
    Integration Issues
    147
    Lack of Features
    140
  • User Satisfaction
    Expand/Collapse User Satisfaction
  • Zoho Desk features and usability ratings that predict user satisfaction
    8.5
    Has the product been a good partner in doing business?
    Average: 9.0
    8.5
    Lead Development
    Average: 8.5
    8.3
    Customization
    Average: 8.5
    8.5
    Co-Browsing
    Average: 8.2
  • Seller Details
    Expand/Collapse Seller Details
  • Seller Details
    Seller
    Zoho
    Company Website
    Year Founded
    1996
    HQ Location
    Austin, TX
    Twitter
    @Zoho
    102,964 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    24,715 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

Zoho Desk is Zoho's flagship web-based help desk software that helps companies deliver lasting customer experiences. It aims to make customers happier, agents empowered, and businesses healthier. With

Users
  • CEO
  • Owner
Industries
  • Information Technology and Services
  • Computer Software
Market Segment
  • 71% Small-Business
  • 24% Mid-Market
Zoho Desk Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Ease of Use
690
Features
445
Simple
347
Intuitive
307
Integrations
302
Cons
Learning Curve
225
Steep Learning Curve
153
Missing Features
152
Integration Issues
147
Lack of Features
140
Zoho Desk features and usability ratings that predict user satisfaction
8.5
Has the product been a good partner in doing business?
Average: 9.0
8.5
Lead Development
Average: 8.5
8.3
Customization
Average: 8.5
8.5
Co-Browsing
Average: 8.2
Seller Details
Seller
Zoho
Company Website
Year Founded
1996
HQ Location
Austin, TX
Twitter
@Zoho
102,964 Twitter followers
LinkedIn® Page
www.linkedin.com
24,715 employees on LinkedIn®
(726)4.7 out of 5
12th Easiest To Use in Live Chat software
Save to My Lists
Entry Level Price:Free
  • Overview
    Expand/Collapse Overview
  • Product Description
    How are these determined?Information
    This description is provided by the seller.

    Smartsupp helps businesses grow online sales with advanced AI Shopping Assistants, live chat, and classical chatbots. We offer everything you need to grow your online sales: an easy-to-use platform

    Users
    • CEO
    • Owner
    Industries
    • Retail
    • Apparel & Fashion
    Market Segment
    • 96% Small-Business
    • 3% Mid-Market
    User Sentiment
    How are these determined?Information
    These insights, currently in beta, are compiled from user reviews and grouped to display a high-level overview of the software.
    • Smartsupp is a customer service tool that uses chatbots and visitor behavior tracking to optimize user interactions and marketing campaigns.
    • Users frequently mention the ease of implementation, the ability to track visitor behavior, and the convenience of the mobile app, which allows accessibility outside the office.
    • Reviewers noted that the free version has limited features, the price is relatively high, and the return on investment is uncertain.
  • Pros and Cons
    Expand/Collapse Pros and Cons
  • Smartsupp Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Ease of Use
    224
    Helpful
    127
    Intuitive
    89
    Easy Setup
    87
    Features
    82
    Cons
    Expensive
    61
    Cost
    40
    Missing Features
    36
    Limited Features
    27
    Chat Management
    18
  • User Satisfaction
    Expand/Collapse User Satisfaction
  • Smartsupp features and usability ratings that predict user satisfaction
    9.0
    Has the product been a good partner in doing business?
    Average: 9.0
    8.6
    Lead Development
    Average: 8.5
    8.8
    Customization
    Average: 8.5
    8.4
    Co-Browsing
    Average: 8.2
  • Seller Details
    Expand/Collapse Seller Details
  • Seller Details
    Seller
    Smartsupp
    Year Founded
    2013
    HQ Location
    Brno, South Moravia
    Twitter
    @SmartsuppCOM
    434 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    43 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

Smartsupp helps businesses grow online sales with advanced AI Shopping Assistants, live chat, and classical chatbots. We offer everything you need to grow your online sales: an easy-to-use platform

Users
  • CEO
  • Owner
Industries
  • Retail
  • Apparel & Fashion
Market Segment
  • 96% Small-Business
  • 3% Mid-Market
User Sentiment
How are these determined?Information
These insights, currently in beta, are compiled from user reviews and grouped to display a high-level overview of the software.
  • Smartsupp is a customer service tool that uses chatbots and visitor behavior tracking to optimize user interactions and marketing campaigns.
  • Users frequently mention the ease of implementation, the ability to track visitor behavior, and the convenience of the mobile app, which allows accessibility outside the office.
  • Reviewers noted that the free version has limited features, the price is relatively high, and the return on investment is uncertain.
Smartsupp Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Ease of Use
224
Helpful
127
Intuitive
89
Easy Setup
87
Features
82
Cons
Expensive
61
Cost
40
Missing Features
36
Limited Features
27
Chat Management
18
Smartsupp features and usability ratings that predict user satisfaction
9.0
Has the product been a good partner in doing business?
Average: 9.0
8.6
Lead Development
Average: 8.5
8.8
Customization
Average: 8.5
8.4
Co-Browsing
Average: 8.2
Seller Details
Seller
Smartsupp
Year Founded
2013
HQ Location
Brno, South Moravia
Twitter
@SmartsuppCOM
434 Twitter followers
LinkedIn® Page
www.linkedin.com
43 employees on LinkedIn®
(1,613)4.7 out of 5
Optimized for quick response
9th Easiest To Use in Live Chat software
Save to My Lists
15% off: $21-46/month
  • Overview
    Expand/Collapse Overview
  • Product Description
    How are these determined?Information
    This description is provided by the seller.

    Tidio is a powerful, all-in-one customer service platform that levels up your customer support and helps to generate more sales. An easily accessible live chat widget makes your business available 24/

    Users
    • Owner
    • CEO
    Industries
    • Retail
    • Marketing and Advertising
    Market Segment
    • 92% Small-Business
    • 7% Mid-Market
    User Sentiment
    How are these determined?Information
    These insights, currently in beta, are compiled from user reviews and grouped to display a high-level overview of the software.
    • Tidio is a live chat tool with AI chatbots, designed to facilitate real-time communication with customers and manage chat conversations on websites.
    • Users like Tidio's easy integration with websites, its ability to automate tasks with chatbot flows, and the convenience of receiving instant notifications on mobile devices.
    • Reviewers experienced limitations with the free plan, found some advanced features confusing, and reported occasional synchronization issues between the mobile and desktop versions.
  • Pros and Cons
    Expand/Collapse Pros and Cons
  • Tidio Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Ease of Use
    183
    Helpful
    121
    Chatbots
    113
    Chat Features
    95
    Features
    86
    Cons
    Expensive
    73
    Cost
    44
    Limited Features
    42
    Usage Limitations
    39
    Missing Features
    36
  • User Satisfaction
    Expand/Collapse User Satisfaction
  • Tidio features and usability ratings that predict user satisfaction
    9.3
    Has the product been a good partner in doing business?
    Average: 9.0
    9.0
    Lead Development
    Average: 8.5
    9.1
    Customization
    Average: 8.5
    8.9
    Co-Browsing
    Average: 8.2
  • Seller Details
    Expand/Collapse Seller Details
  • Seller Details
    Seller
    Tidio
    Company Website
    Year Founded
    2013
    HQ Location
    San Francisco, California
    Twitter
    @tidiochat
    1,277 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    176 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

Tidio is a powerful, all-in-one customer service platform that levels up your customer support and helps to generate more sales. An easily accessible live chat widget makes your business available 24/

Users
  • Owner
  • CEO
Industries
  • Retail
  • Marketing and Advertising
Market Segment
  • 92% Small-Business
  • 7% Mid-Market
User Sentiment
How are these determined?Information
These insights, currently in beta, are compiled from user reviews and grouped to display a high-level overview of the software.
  • Tidio is a live chat tool with AI chatbots, designed to facilitate real-time communication with customers and manage chat conversations on websites.
  • Users like Tidio's easy integration with websites, its ability to automate tasks with chatbot flows, and the convenience of receiving instant notifications on mobile devices.
  • Reviewers experienced limitations with the free plan, found some advanced features confusing, and reported occasional synchronization issues between the mobile and desktop versions.
Tidio Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Ease of Use
183
Helpful
121
Chatbots
113
Chat Features
95
Features
86
Cons
Expensive
73
Cost
44
Limited Features
42
Usage Limitations
39
Missing Features
36
Tidio features and usability ratings that predict user satisfaction
9.3
Has the product been a good partner in doing business?
Average: 9.0
9.0
Lead Development
Average: 8.5
9.1
Customization
Average: 8.5
8.9
Co-Browsing
Average: 8.2
Seller Details
Seller
Tidio
Company Website
Year Founded
2013
HQ Location
San Francisco, California
Twitter
@tidiochat
1,277 Twitter followers
LinkedIn® Page
www.linkedin.com
176 employees on LinkedIn®
(1,251)4.4 out of 5
Optimized for quick response
View top Consulting Services for Drift
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Entry Level Price:Starting at $2,500.00
  • Overview
    Expand/Collapse Overview
  • Product Description
    How are these determined?Information
    This description is provided by the seller.

    Drift is a human-centric, AI-powered buyer engagement platform. A platform that automatically listens, understands and learns from buyers to provide individualized and human experiences at every touc

    Users
    • Sales Development Representative
    • Business Development Representative
    Industries
    • Computer Software
    • Information Technology and Services
    Market Segment
    • 51% Mid-Market
    • 27% Small-Business
    User Sentiment
    How are these determined?Information
    These insights, currently in beta, are compiled from user reviews and grouped to display a high-level overview of the software.
    • Drift is a tool that allows users to connect with potential clients, track prospects, and integrate with CRM systems for efficient sales processes.
    • Reviewers like the user-friendly interface, the ability to see customer activity, the interactive bot experience, and the seamless integration with CRM systems.
    • Reviewers mentioned issues with the notification system, a lag in connection to sales reps, difficulties with the filtering system, and automatic booking of requests to the calendar.
  • Pros and Cons
    Expand/Collapse Pros and Cons
  • Drift Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Ease of Use
    249
    Helpful
    207
    Features
    134
    Lead Generation
    114
    Chat Features
    107
    Cons
    Missing Features
    64
    Notification Issues
    44
    Learning Curve
    41
    Chat Management
    37
    Routing Issues
    37
  • User Satisfaction
    Expand/Collapse User Satisfaction
  • Drift features and usability ratings that predict user satisfaction
    8.9
    Has the product been a good partner in doing business?
    Average: 9.0
    8.5
    Lead Development
    Average: 8.5
    8.4
    Customization
    Average: 8.5
    7.8
    Co-Browsing
    Average: 8.2
  • Seller Details
    Expand/Collapse Seller Details
  • Seller Details
    Seller
    Salesloft
    Company Website
    Year Founded
    2011
    HQ Location
    Atlanta, GA
    Twitter
    @Salesloft
    18,796 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    1,253 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

Drift is a human-centric, AI-powered buyer engagement platform. A platform that automatically listens, understands and learns from buyers to provide individualized and human experiences at every touc

Users
  • Sales Development Representative
  • Business Development Representative
Industries
  • Computer Software
  • Information Technology and Services
Market Segment
  • 51% Mid-Market
  • 27% Small-Business
User Sentiment
How are these determined?Information
These insights, currently in beta, are compiled from user reviews and grouped to display a high-level overview of the software.
  • Drift is a tool that allows users to connect with potential clients, track prospects, and integrate with CRM systems for efficient sales processes.
  • Reviewers like the user-friendly interface, the ability to see customer activity, the interactive bot experience, and the seamless integration with CRM systems.
  • Reviewers mentioned issues with the notification system, a lag in connection to sales reps, difficulties with the filtering system, and automatic booking of requests to the calendar.
Drift Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Ease of Use
249
Helpful
207
Features
134
Lead Generation
114
Chat Features
107
Cons
Missing Features
64
Notification Issues
44
Learning Curve
41
Chat Management
37
Routing Issues
37
Drift features and usability ratings that predict user satisfaction
8.9
Has the product been a good partner in doing business?
Average: 9.0
8.5
Lead Development
Average: 8.5
8.4
Customization
Average: 8.5
7.8
Co-Browsing
Average: 8.2
Seller Details
Seller
Salesloft
Company Website
Year Founded
2011
HQ Location
Atlanta, GA
Twitter
@Salesloft
18,796 Twitter followers
LinkedIn® Page
www.linkedin.com
1,253 employees on LinkedIn®
(90)4.7 out of 5
6th Easiest To Use in Live Chat software
View top Consulting Services for WhatsApp Business Platform
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  • Overview
    Expand/Collapse Overview
  • Product Description
    How are these determined?Information
    This description is provided by the seller.

    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, thi

    Users
    No information available
    Industries
    • Computer Software
    • Information Technology and Services
    Market Segment
    • 62% Small-Business
    • 28% Mid-Market
  • Pros and Cons
    Expand/Collapse Pros and Cons
  • WhatsApp Business Platform Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Ease of Use
    47
    Features
    26
    Automation
    20
    Easy Communication
    20
    Messaging Features
    19
    Cons
    Limitations
    16
    Expensive
    12
    Messaging Issues
    12
    Limited Functionality
    8
    Integration Difficulty
    7
  • User Satisfaction
    Expand/Collapse User Satisfaction
  • WhatsApp Business Platform features and usability ratings that predict user satisfaction
    9.3
    Has the product been a good partner in doing business?
    Average: 9.0
    8.6
    Lead Development
    Average: 8.5
    8.7
    Customization
    Average: 8.5
    8.4
    Co-Browsing
    Average: 8.2
  • Seller Details
    Expand/Collapse Seller Details
  • Seller Details
    Year Founded
    2008
    HQ Location
    Menlo Park, CA
    Twitter
    @Meta
    13,715,206 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    119,009 employees on LinkedIn®
    Ownership
    NASDAQ: META
Product Description
How are these determined?Information
This description is provided by the seller.

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, thi

Users
No information available
Industries
  • Computer Software
  • Information Technology and Services
Market Segment
  • 62% Small-Business
  • 28% Mid-Market
WhatsApp Business Platform Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Ease of Use
47
Features
26
Automation
20
Easy Communication
20
Messaging Features
19
Cons
Limitations
16
Expensive
12
Messaging Issues
12
Limited Functionality
8
Integration Difficulty
7
WhatsApp Business Platform features and usability ratings that predict user satisfaction
9.3
Has the product been a good partner in doing business?
Average: 9.0
8.6
Lead Development
Average: 8.5
8.7
Customization
Average: 8.5
8.4
Co-Browsing
Average: 8.2
Seller Details
Year Founded
2008
HQ Location
Menlo Park, CA
Twitter
@Meta
13,715,206 Twitter followers
LinkedIn® Page
www.linkedin.com
119,009 employees on LinkedIn®
Ownership
NASDAQ: META
Entry Level Price:Free
  • Overview
    Expand/Collapse Overview
  • Product Description
    How are these determined?Information
    This description is provided by the seller.

    Freshchat (a product of Freshworks Inc.) is a conversational engagement solution that helps businesses engage with customers across multiple channels such as web chat, email, phone, and social channel

    Users
    • Founder
    Industries
    • Information Technology and Services
    • Computer Software
    Market Segment
    • 58% Small-Business
    • 34% Mid-Market
    User Sentiment
    How are these determined?Information
    These insights, currently in beta, are compiled from user reviews and grouped to display a high-level overview of the software.
    • Freshchat is a customer service platform that integrates live chat functionality with AI bot support and self-service solutions, providing a unified agent workspace for scalable, omnichannel support.
    • Reviewers like the platform's user-friendly interface, automated responses, robust customization options, and real-time analytics, which provide valuable insights and empower businesses to enhance customer support.
    • Users experienced occasional glitches or technical issues that disrupt the smooth flow of communication, and some found navigating through the more advanced features tricky without proper guidance.
  • Pros and Cons
    Expand/Collapse Pros and Cons
  • FreshChat Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Ease of Use
    64
    Features
    43
    Helpful
    38
    Chat Features
    36
    Integrations
    28
    Cons
    Chat Issues
    29
    Chat Management
    21
    Chatbot Issues
    18
    Missing Features
    18
    Slow Loading
    15
  • User Satisfaction
    Expand/Collapse User Satisfaction
  • FreshChat features and usability ratings that predict user satisfaction
    8.8
    Has the product been a good partner in doing business?
    Average: 9.0
    8.4
    Lead Development
    Average: 8.5
    8.5
    Customization
    Average: 8.5
    8.1
    Co-Browsing
    Average: 8.2
  • Seller Details
    Expand/Collapse Seller Details
  • Seller Details
    Year Founded
    2010
    HQ Location
    San Mateo, CA
    Twitter
    @FreshworksInc
    18,862 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    8,591 employees on LinkedIn®
    Ownership
    NASDAQ: FRSH
Product Description
How are these determined?Information
This description is provided by the seller.

Freshchat (a product of Freshworks Inc.) is a conversational engagement solution that helps businesses engage with customers across multiple channels such as web chat, email, phone, and social channel

Users
  • Founder
Industries
  • Information Technology and Services
  • Computer Software
Market Segment
  • 58% Small-Business
  • 34% Mid-Market
User Sentiment
How are these determined?Information
These insights, currently in beta, are compiled from user reviews and grouped to display a high-level overview of the software.
  • Freshchat is a customer service platform that integrates live chat functionality with AI bot support and self-service solutions, providing a unified agent workspace for scalable, omnichannel support.
  • Reviewers like the platform's user-friendly interface, automated responses, robust customization options, and real-time analytics, which provide valuable insights and empower businesses to enhance customer support.
  • Users experienced occasional glitches or technical issues that disrupt the smooth flow of communication, and some found navigating through the more advanced features tricky without proper guidance.
FreshChat Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Ease of Use
64
Features
43
Helpful
38
Chat Features
36
Integrations
28
Cons
Chat Issues
29
Chat Management
21
Chatbot Issues
18
Missing Features
18
Slow Loading
15
FreshChat features and usability ratings that predict user satisfaction
8.8
Has the product been a good partner in doing business?
Average: 9.0
8.4
Lead Development
Average: 8.5
8.5
Customization
Average: 8.5
8.1
Co-Browsing
Average: 8.2
Seller Details
Year Founded
2010
HQ Location
San Mateo, CA
Twitter
@FreshworksInc
18,862 Twitter followers
LinkedIn® Page
www.linkedin.com
8,591 employees on LinkedIn®
Ownership
NASDAQ: FRSH
(983)4.7 out of 5
Optimized for quick response
2nd Easiest To Use in Live Chat software
Save to My Lists
Entry Level Price:$180.00
  • Overview
    Expand/Collapse Overview
  • Product Description
    How are these determined?Information
    This description is provided by the seller.

    Gladly is the AI-powered, people-centered Customer Service Platform built to navigate today's rapidly evolving consumer landscape. Gladly empowers brands to deliver world class customer experiences at

    Users
    • Customer Service Representative
    • Customer Experience Advisor
    Industries
    • Retail
    • Consumer Services
    Market Segment
    • 62% Mid-Market
    • 20% Small-Business
  • Pros and Cons
    Expand/Collapse Pros and Cons
  • Gladly Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Ease of Use
    236
    Features
    136
    Helpful
    133
    Efficiency
    103
    Customer Support
    71
    Cons
    Technical Issues
    45
    Call Issues
    43
    Missing Features
    41
    Call Functionality
    33
    Chat Functionality Issues
    33
  • User Satisfaction
    Expand/Collapse User Satisfaction
  • Gladly features and usability ratings that predict user satisfaction
    9.6
    Has the product been a good partner in doing business?
    Average: 9.0
    9.2
    Lead Development
    Average: 8.5
    8.8
    Customization
    Average: 8.5
    9.1
    Co-Browsing
    Average: 8.2
  • Seller Details
    Expand/Collapse Seller Details
  • Seller Details
    Seller
    Gladly
    Company Website
    Year Founded
    2014
    HQ Location
    San Francisco, California
    Twitter
    @gladly
    4,161 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    221 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

Gladly is the AI-powered, people-centered Customer Service Platform built to navigate today's rapidly evolving consumer landscape. Gladly empowers brands to deliver world class customer experiences at

Users
  • Customer Service Representative
  • Customer Experience Advisor
Industries
  • Retail
  • Consumer Services
Market Segment
  • 62% Mid-Market
  • 20% Small-Business
Gladly Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Ease of Use
236
Features
136
Helpful
133
Efficiency
103
Customer Support
71
Cons
Technical Issues
45
Call Issues
43
Missing Features
41
Call Functionality
33
Chat Functionality Issues
33
Gladly features and usability ratings that predict user satisfaction
9.6
Has the product been a good partner in doing business?
Average: 9.0
9.2
Lead Development
Average: 8.5
8.8
Customization
Average: 8.5
9.1
Co-Browsing
Average: 8.2
Seller Details
Seller
Gladly
Company Website
Year Founded
2014
HQ Location
San Francisco, California
Twitter
@gladly
4,161 Twitter followers
LinkedIn® Page
www.linkedin.com
221 employees on LinkedIn®

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. 

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:

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: 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: 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: 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: 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: Chatbots, which are often called virtual agents or virtual assistants, are used in place of a human to conduct specific tasks or provide information based on written or spoken requests. Customer support tools, such as live chat, help desk, or contact center solutions, may already have chatbots implemented as a first line of defense when dealing with customers.

Challenges with Live Chat Software

Although live chat software can be implemented relatively quickly, the adoption of these tools can pose additional challenges. Before purchasing live chat software, businesses must make sure to have a plan to address potential issues before they arise.

Increase in support requests: Naturally, adding an immediate and accessible means for customers to contact the business will result in an influx of support requests and conversations. To avoid overwhelming the business’ chat support team, companies can roll out the live chat product gradually. Users may also wish to open it up to smaller segments of customers over time rather than all at once. 

Staff training: A big part of customer support is empathizing with the customer. For even simple inquiries, it’s important for agents to come across as friendly and approachable via live chat. Tone is sometimes difficult to read through text, so it’s easy for website visitors to misinterpret a message from a support agent. Agents should be trained on how to express empathy in text form to prevent any tone assumptions.

Spam or inappropriate messages: While approachability is generally considered beneficial, it opens the possibility of potential scenarios involving inappropriate or irrelevant messages. Fortunately, many live chat offerings have a spam filter or block functionality, which allows agents to distinguish real messages or block aggressive customers.

Which Companies Should Buy Live Chat Software?

Any business with a website can use live chat software. These products are beneficial to companies of all sizes, from small businesses to large enterprises. However, there are a few types of businesses that are particularly suited for live chat.

E-commerce: E-commerce brands and any business that sells products online should consider buying a live chat solution. While customers browse an e-commerce site, they may run into technical issues or have questions about specific product specifications, shipping, or return policies. Live chat offers the opportunity for a business to answer a customer’s question right away, increasing the chance that the customer will complete their purchase.

Services: Live chat can be very beneficial for businesses in the service industry, especially banking, healthcare, real estate, travel, and hospitality. For these industries, exceptional customer service is paramount to the success of the business. Live chat provides clients and prospects with an instant connection to a business so they can quickly resolve issues or have their questions answered.

How to Buy Live Chat Software

Requirements Gathering (RFI/RFP) for Live Chat Software

Whether a company is purchasing a live chat solution for the first time or looking for a replacement, the first step is defining a list of requirements the product must meet for the business to be most productive. These requirements will help buyers narrow down the list of products to consider.

First, buyers must evaluate the need for live chat software, and ask the following questions:

  • Who will be using the product most often?
  • How many users (or seats) do we need? 
  • Will it be used for customer service or technical support? 
  • Will the sales team use it for lead generation or guiding customers on their buying journey?

At this point, it’s also important to list the features that will prove most useful for the teams using the product. For improving customer self-service and freeing up team members’ time, companies may require a product that can automate workflows to resolve customer issues without human assistance. Buyers must consider if the product should integrate with any other software their business uses, such as CRM or help desk.

Compare Live Chat Software Products

Create a long list

Based on the list of requirements, buyers should create a long list of no more than 10 products that appear to meet the business needs. Consulting online review sites is a great way to start the long list. G2 has thousands of software categories 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.