--- title: "15 Best Live Chat Software - 2026 Reviews & Pricing" description: "Find the best Live Chat Software for your organization. Compare top Live Chat Software systems with customer reviews, pricing, and free demos." source_url: "https://www.softwareadvice.com/live-chat/" page_type: "category" language: "en" --- [Home](https://www.softwareadvice.com/) / Live Chat Software Software Advice offers objective insights based on verified user reviews and independent product and market research. When our advisors match you to a software provider, we may earn a referral fee. # Best Live Chat Software of 2026 Updated October 30, 2026 Written by [Andrew Blair](https://www.softwareadvice.com/resources/author/andrew-blair/) Content Analyst Talk with us for a free 15-min consultation Expert advisors like Jacqueline, who have helped 1,000+ companies, can find the right software for your needs. On this page - All Software - Software Advice FrontRunners - Buyer's Guide - Frequently Asked Questions - Popular Comparisons ## Live Chat FAQs Software Advice advisors had 26 conversations with buyers about Live Chat software between January 2025 and June 2026. These are the questions that came up most. - How do I choose the right Live Chat software for my business? Choosing the right live chat software usually comes down to a few key needs teams share in advisor-call conversations: strong chatbot features to automate responses, clear pricing that fits the budget, and tools that reduce manual tracking or spreadsheet work. A common theme in these conversations is that buyers want systems that combine real-time chat with AI-powered automation, especially to cover after-hours support or handle common questions. Many buyers also compare per-user and flat-rate pricing, weighing costs carefully and checking if chatbot functions are included or require extra fees. - What is the best Live Chat software for a small to mid-size business? The best live chat system for a small to mid-size business, based on advisor calls, is one that offers both real-time chat and chatbot features. Buyers in this size range often look for software that can handle customer conversations automatically with AI while still allowing staff to take over chats when needed. Integrating chatbot functionality is a top priority, as it helps businesses respond quickly to customers, even with limited staff. Answer based on 5 advisor calls - What should businesses watch out for when choosing Live Chat software? Buyers our advisors talk to should watch for higher-than-expected pricing and tools that still require manual steps or spreadsheet work to manage conversations. Many buyers are small businesses, so cost and ease of use are common priorities. Cloud or software-as-a-service (SaaS) deployment is the main option buyers ask about in advisor calls. Some buyers also look for chatbot features that can handle common questions automatically, but confirm whether these functions are included or cost extra. Answer based on 15 advisor calls - What are common complaints about Live Chat software? Buyers frequently tell our advisors that high or rising pricing is a top complaint with live chat tools. Many buyers also mention frustration with tools that still require manual steps or spreadsheet work to track conversations or manage leads, which adds extra friction for teams. Answer based on 10 advisor calls - What should I look for when comparing Live Chat software options? When comparing live chat software options, buyers in advisor calls often focus on whether the system offers AI-powered chatbots that can handle conversations automatically. Pricing is a common sticking point, as many buyers mention high or increasing costs when evaluating systems. Another frequent challenge is moving away from manual or spreadsheet-based methods, so buyers look for options that automate these tasks. Answer based on 15 advisor calls - How does Live Chat software handle its core workflows and key processes? Live chat software lets teams talk with website visitors in real time and often includes features for handling incoming questions, assigning chats to agents, and keeping a record of conversations. During advisor calls, buyers frequently mention wanting AI-powered chatbots to help answer common questions or provide help after hours. A common sticking point is that some buyers are looking to replace manual or spreadsheet-based tracking of chats and customer issues. High or rising pricing also comes up as a concern for buyers comparing different options. Answer based on 15 advisor calls - How much does Live Chat software cost? Most live chat tools are priced either per user per month or as a flat monthly fee, based on buyers we've talked to. Per-user monthly pricing usually runs from $40 to $54, with the median at $50. Flat-rate plans most often fall between $100 and $912 each month, and the median sits near $375. Teams sometimes weigh both models to see which fits their user count and budget better. Answer based on 13 advisor calls - What features should Live Chat software include? According to our advisors, buyers often look for live chat systems that include chatbot features to automate conversations using AI. Chatbots can handle basic questions or requests, freeing up staff for more complex support needs. Answer based on 8 advisor calls - What is Live Chat software and what does it do? Live Chat software lets businesses communicate with website visitors or customers instantly through a chat window. When speaking with our advisors, buyers describe using these tools for customer support, answering questions, and gathering leads in real time. The software often includes widgets that can be added to a website and may offer features like chatbots for automated responses and tracking of customer interactions or response times. Buyers frequently mention using live chat to increase engagement and provide faster answers compared to email or phone support. Answer based on 8 advisor calls Live chat software helps support and sales teams engage website visitors in real time through chat. With 185+ tools on Software Advice, each built for different team sizes, channels, and integration needs, picking one can be tricky. To help you narrow it down, I worked with our live chat software advisors to curate a list of recommended productsi and a list of highly-rated live chat software based on user reviews. For further information, [read my live chat buyer's guide.](https://www.softwareadvice.com/live-chat/#buyers-guide) ## Live Chat Software (569 products) [Free Version](https://www.softwareadvice.com/live-chat/free/)[Small Business](https://www.softwareadvice.com/live-chat/small-business/) Sort by **Recommendations**: Sorts listings by the number of recommendations our advisors have made over the past 30 days. Our advisors assess buyers’ needs for free and only recommend products that meet buyers’ needs. Vendors pay Software Advice for these referrals. **Reviews**: Sorts listings by the number of user reviews we have published, greatest to least. **Average Rating**: Sorts listings by overall star rating based on user reviews, highest to lowest. **Alphabetically (A-Z)**: Sorts listings by product name from A to Z. ### [LiveHelpNow](/crm/livehelpnow-crm-profile/) - Overall rating: 4.6/5 - Reviews: 72 - Starting price: $21.00/month - Free trial: Available - Free demo: Not available #### Overview LiveHelpNow provides omnichannel support solutions that give teams of any size the tools they need to drive an amazing customer experience. Software designed to meet all of your [Read more](/crm/livehelpnow-crm-profile/) #### Features ##### Best rated features - Customer Database: 5/5 - Knowledge Base Management: 5/5 - Geotargeting: 5/5 - Reporting/Analytics: 5/5 ##### Worst rated features - Ticket Management: 4/5 - Email Management: 4/5 [See all features](/crm/livehelpnow-crm-profile/#key-features) #### Pricing ##### Basic - Price: $21.00/month - The pricing is module-based. You need to select the required modules for a personalized pricing. [See full pricing details](/crm/livehelpnow-crm-profile/#pricing-and-plans) --- ### [Velaro](/crm/velaro-profile/) - Overall rating: 3.9/5 - Reviews: 9 - Free trial: Available - Free demo: Not available #### Overview Connect with customers instantly across live chat, AI chatbots, SMS, messaging apps, and voice, all from a single workspace. Velaro helps you resolve issues faster, capture more [Read more](/crm/velaro-profile/) #### Features ##### Best rated features - Real-time Consumer-facing Chat: 5/5 - Reporting/Analytics: 5/5 - Customizable Branding: 5/5 - Offline Form: 5/5 ##### Worst rated features - File Sharing: 3.7/5 - Chatbot: 4/5 - Live Chat: 4/5 - Mobile Access: 4/5 [See all features](/crm/velaro-profile/#key-features) #### Pricing ##### Customized Pricing - Price: Custom - Pricing available upon request - Pricing available upon request. Tailored to your specific needs and level of customization. Contact [See full pricing details](/crm/velaro-profile/#pricing-and-plans) --- ### [Zendesk Suite](/product/26892-Zendesk/) - Overall rating: 4.4/5 - Reviews: 4,115 - Starting price: $55.00/month - Best for: Enterprise businesses - Free trial: Available - Free demo: Not available #### Overview Zendesk is a cloud-based help desk management solution offering customizable tools to build customer service portal, knowledge base and online communities. The solution offers a [Read more](/product/26892-Zendesk/) ##### What users love - Centralized multichannel support platform - Robust and flexible ticketing - Intuitive and user-friendly interface ##### To take in mind - Escalating costs and limited value - Clunky and limited email handling - Missing and complex feature set #### Features ##### Best rated features - Tagging: 5/5 - Batch Communications: 5/5 - Account Management: 5/5 - Configuration Management: 5/5 ##### Worst rated features - Interactive Content: 3/5 - Account Alerts: 3/5 - Geotargeting: 3/5 [See all features](/product/26892-Zendesk/#key-features) #### Pricing ##### Suite Team - Price: $55.00/month ##### Suite Growth - Price: $89.00/month ##### Suite Professional - Price: $115.00/month [See full pricing details](/product/26892-Zendesk/#pricing-and-plans) --- ### [Missive](/voip/missive-profile/) - Overall rating: 4.9/5 - Reviews: 184 - Starting price: $14.00/month - Best for: Small businesses - Free trial: Available - Free demo: Not available #### Overview Missive is a collaborative email client for teams that share responsibility for the same inboxes: support@, sales@, tenants@, and the client-facing addresses more than one person [Read more](/voip/missive-profile/) #### Features ##### Best rated features - Real-time Consumer-facing Chat: 5/5 - Document Management: 5/5 - Multi-User Collaboration: 5/5 - @mentions: 5/5 ##### Worst rated features - Document Storage: 3/5 - Knowledge Base Management: 3/5 - Reporting/Analytics: 3.8/5 - Shared Inboxes: 4/5 [See all features](/voip/missive-profile/#key-features) #### Pricing ##### Starter - Price: $14.00/month - For teams with simple inbox needs. ##### Productive - Price: $24.00/month - For teams with workflow needs. ##### Business - Price: $36.00/month - For teams with advanced needs. [See full pricing details](/voip/missive-profile/#pricing-and-plans) --- ### [Glassix](/customer-communications-mngt/glassix-profile/) - Overall rating: 5.0/5 - Reviews: 103 - Starting price: $49.00/month - Best for: Value for money - Free trial: Available - Free demo: Not available #### Overview Glassix's mission is to empower businesses with the potential of Conversational AI and Omnichannel Customer Communication, driving unmatched scalability and [Read more](/customer-communications-mngt/glassix-profile/) #### Features ##### Best rated features - Code-free Development: 5/5 - AI/Machine Learning: 5/5 - Transcripts/Chat History: 5/5 - Reporting/Analytics: 5/5 ##### Worst rated features - Access Controls/Permissions: 4/5 [See all features](/customer-communications-mngt/glassix-profile/#key-features) #### Pricing ##### Starter - Price: $49.00/month ##### Growth - Price: $65.00/month ##### Enterprise - Price: Custom - Pricing available upon request [See full pricing details](/customer-communications-mngt/glassix-profile/#pricing-and-plans) --- 1 [2](https://www.softwareadvice.com/live-chat/?__ai_markdown=true&page=2)[3](https://www.softwareadvice.com/live-chat/?__ai_markdown=true&page=3)[4](https://www.softwareadvice.com/live-chat/?__ai_markdown=true&page=4)[5](https://www.softwareadvice.com/live-chat/?__ai_markdown=true&page=5) ... [24](https://www.softwareadvice.com/live-chat/?__ai_markdown=true&page=24) ## FrontRunners | Product | Average score | Customer Satisfaction | Usability | Digital Presence | | --- | --- | --- | --- | --- | | [WhatsApp](/customer-communications-mngt/whatsapp-profile/) | 95/100 | 91 | 96 | 100 | | [Text Request](/internal-communications/text-request-profile/) | 87/100 | 92 | 93 | 77 | | [Tidio](/live-chat/tidio-chat-profile/) | 84/100 | 90 | 94 | 67 | | [LiveChat](/help-desk/livechat-profile/) | 83/100 | 88 | 92 | 71 | | [LiveAgent](/crm/liveagent-profile/) | 83/100 | 91 | 92 | 65 | | [Crisp](/help-desk/crisp-profile/) | 82/100 | 90 | 90 | 65 | | [Freshdesk](/crm/freshdesk-profile/) | 81/100 | 84 | 89 | 71 | | [Chatway](/live-chat/chatway-profile/) | 80/100 | 93 | 96 | 50 | | [Sobot](/product/524506-Sobot/) | 79/100 | 95 | 97 | 45 | | [Salesforce Service Cloud](/crm/service-cloud-profile/) | 79/100 | 89 | 91 | 57 | | [Zendesk Suite](/product/26892-Zendesk/) | 78/100 | 83 | 89 | 61 | | [Front](/crm/front-profile/) | 77/100 | 86 | 90 | 56 | | [tawk.to](/live-chat/tawk-to-profile/) | 75/100 | 85 | 89 | 51 | | [RingCX](/call-center/ringcentral-contact-profile/) | 75/100 | 82 | 90 | 53 | --- How We Selected This Software List 83,350Verified Reviews 55+Software Advisors on staff Recent & Relevantreviews selection Our independent and objective research is based on market demand signals along with analysis of our proprietary data, including product information, verified user reviews, and advisor conversations with buyers. Get a software list tailored to your industry and business needs in 15 minutes ### Best for Usability #### [WhatsApp](https://www.softwareadvice.com/customer-communications-mngt/whatsapp-profile/) **4.7** ([16488 reviews](https://www.softwareadvice.com/customer-communications-mngt/whatsapp-profile/reviews/)) ##### FrontRunners score breakdown - Average score: 95/100 - Customer Satisfaction: 91 - Usability: 96 - Digital Presence: 100 --- Pros: group chat and broadcast features media and document sharing Cons: media quality degradation (photos/videos) group chat overload and spam Pricing: Pricing available upon request Why we chose this: According to our user reviews, WhatsApp is the highest rated for its usability out of the most popular tools. Who should use this: WhatsApp is best suited for teams and businesses prioritizing usability, as reviewers highlight its intuitive interface and minimal learning curve. Our reviewers say it streamlines daily communication with features like group messaging, media sharing, and seamless switching between devices, making it easy for users to stay connected and productive. - Reviewers Perspective "It's also used for secure and quick video calls with other users, and with the option of a business account, it allows even business owners to stay in touch with their customers quickly and almost instantly." MR Maria Raimondi Insegnante Used for 1-2 years We analyzed 729 verified user reviews for WhatsApp to find out what actual users really think. **Ease of Use** Users across industries install and navigate WhatsApp easily, with features requiring little to no training. The simple design supports fast onboarding and daily communication for all experience levels. **Communication** Organizations and teams use WhatsApp for instant communication and coordination, supporting both personal and professional exchanges. The platform’s widespread adoption streamlines daily messaging and collaboration. **Video Calls** Teams and individuals make free, clear video calls for one-on-one or group conversations. Features like screen sharing and seamless transitions between messaging and calls support remote collaboration and client engagement. - Key Features WhatsApp's score Category average Chat/Messaging 4.84 4.79 category average Mobile Access 4.76 4.64 category average Real-Time Notifications 4.72 4.67 category average - Screenshots ### Best for Quick Implementation #### [Text Request](https://www.softwareadvice.com/internal-communications/text-request-profile/) **4.6** ([1193 reviews](https://www.softwareadvice.com/internal-communications/text-request-profile/reviews/)) ##### FrontRunners score breakdown - Average score: 87/100 - Customer Satisfaction: 92 - Usability: 93 - Digital Presence: 77 --- Pros: streamlined client and patient communication two-way communication Cons: confusing or cluttered user interface contact management challenges Pricing: Starting at $47.99 per month Why we chose this: Text Request is the most requested by users for quick implementation out of the most popular tools. Who should use this: Text Request is ideal for organizations seeking quick implementation of business texting solutions. Our reviewers point out that setup is fast and straightforward, with immediate benefits such as easy onboarding, group messaging, and integration with existing phone systems, enabling teams to communicate efficiently with customers from day one. - Reviewers Perspective "We are quite pleased with the results that we have been able to achieve by getting customers to respond to us when other methods, such as emails and phone calls have not worked." JB Jason Baum Operations Manager Used for 6-12 months We analyzed 644 verified user reviews for Text Request to find out what actual users really think. **Text Messaging** Teams use Text Request to send and manage messages from a central business number, streamlining customer engagement and daily operations with features like mass texting, tagging, and message history. **Ease of Use** Staff with varying technical backgrounds navigate Text Request easily, reducing training needs and enabling productive, confusion-free communication management. **Customer Support** When issues arise, users access prompt, effective guidance from Text Request’s support team, ensuring smooth operations and leveraging training materials for ongoing success. - Key Features Text Request's score Category average Chat/Messaging 4.63 4.79 category average Mobile Access 4.66 4.64 category average Real-Time Notifications 4.68 4.67 category average - Screenshots ### Best for Integrations #### [Tidio](https://www.softwareadvice.com/live-chat/tidio-chat-profile/) **4.7** ([590 reviews](https://www.softwareadvice.com/live-chat/tidio-chat-profile/reviews/)) ##### FrontRunners score breakdown - Average score: 84/100 - Customer Satisfaction: 90 - Usability: 94 - Digital Presence: 67 --- Pros: ai chatbot automation easy website integration and setup Cons: high and confusing pricing structure difficult chatbot setup and workflow Pricing: Starting at $24.17 per month Why we chose this: Tidio is the most requested by users for integrations out of the most popular tools. Who should use this: Tidio is best for businesses that need robust integrations with other platforms. Our reviewers say it centralizes chats, emails, and automations in one tool, and praise its seamless integration with website builders, CRMs, and social channels, which simplifies workflow and enhances customer engagement. - Reviewers Perspective "It centralizes student/parent support, automates repetitive questions, enhances communication through emails and messages, and even helps teachers with internal support." MD Monika Damarla Software Engineer Used for 6-12 months We analyzed 413 verified user reviews for Tidio to find out what actual users really think. **Customer Support** Teams automate repetitive questions and centralize communication, reducing staff workload and improving response times. Chatbots and ticketing systems help SMBs deliver timely support and increase customer satisfaction. **Integrations** Staff manage chats, emails, and messages from various channels in one dashboard. Integration with platforms like WordPress, Shopify, and Messenger simplifies workflows and supports multi-channel communication. **Ease of Use** Businesses set up Tidio quickly and operate it with little technical background. The intuitive dashboard and onboarding process help teams focus on customer engagement rather than troubleshooting. - Key Features Tidio's score Category average Chat/Messaging 4.81 4.79 category average Mobile Access 4.73 4.64 category average Real-Time Notifications 4.64 4.67 category average - Screenshots ### Best for Quick Adoption/Easy Adoption #### [LiveChat](https://www.softwareadvice.com/help-desk/livechat-profile/) **4.6** ([1729 reviews](https://www.softwareadvice.com/help-desk/livechat-profile/reviews/)) ##### FrontRunners score breakdown - Average score: 83/100 - Customer Satisfaction: 88 - Usability: 92 - Digital Presence: 71 --- Pros: real-time customer communication customer satisfaction improvement Cons: high cost and expensive pricing frequent connection and disconnection issues Pricing: Starting at $25.00 per month Why we chose this: According to our user reviews, LiveChat is the highest rated for its ease of adoption out of the most popular tools. Who should use this: LiveChat is a strong choice for organizations focused on quick adoption and easy onboarding. Our reviewers point out that its user-friendly interface, fast setup, and intuitive features allow teams to start engaging with customers in real time almost immediately, reducing training time and increasing productivity. - Reviewers Perspective "An annual billing option would simplify procurement, reduce administrative overhead, ensure uninterrupted service, and better align with corporate payment and approval processes." PB Pritijeet Bhaduri OMNI Marketing Used for 2+ years We analyzed 649 verified user reviews for LiveChat to find out what actual users really think. **Ease of Use** Staff adopt LiveChat quickly due to its straightforward setup and user-friendly interface. Minimal training is needed, allowing teams to manage chats and configure settings efficiently. **Integrations** Organizations connect LiveChat with CRMs, CMSs, and social media platforms to streamline workflows. The chat widget is easy to embed and customize for consistent support across digital channels. **Response Time** Teams use canned responses, automated replies, and real-time notifications to address customer inquiries instantly. This reduces wait times and supports high service standards for customer-facing businesses. - Key Features LiveChat's score Category average Chat/Messaging 4.70 4.79 category average Mobile Access 4.60 4.64 category average Real-Time Notifications 4.61 4.67 category average - Screenshots ### Best for Automation #### [LiveAgent](https://www.softwareadvice.com/crm/liveagent-profile/) **4.7** ([1788 reviews](https://www.softwareadvice.com/crm/liveagent-profile/reviews/)) ##### FrontRunners score breakdown - Average score: 83/100 - Customer Satisfaction: 91 - Usability: 92 - Digital Presence: 65 --- Pros: unified multichannel communication real-time live chat functionality Cons: outdated and cluttered user interface limited mobile app functionality Pricing: Starting at $15.00 per month Why we chose this: LiveAgent is the most requested by users for automation out of the most popular tools. Who should use this: LiveAgent is best for businesses seeking advanced automation in customer support. Our reviewers say its automation features, such as ticket routing and pre-written responses, help streamline repetitive tasks, saving time and improving workflow efficiency for support teams. - Reviewers Perspective "I can concentrate emails, chats, calls, networks, and forms in a single tray, also counting on automation, gamification, and clear reports." JM Jordan Maren Sales Associate Used for 2+ years We analyzed 701 verified user reviews for LiveAgent to find out what actual users really think. **Customer Support** Businesses centralize communication across channels, enabling faster, more organized support. Features like real-time chat, multilingual support, and AI-powered suggestions help streamline customer engagement and improve service delivery. **Live Chat** Support teams use a lightweight, customizable chat widget with proactive features such as chat routing and visitor tracking. Integration with other channels and easy management of multiple conversations boost agent productivity and customer experience. **Ticket Management** Organizations track, prioritize, and resolve issues efficiently with automation features like intelligent routing and tagging. The flexible ticketing system adapts to various business needs, supporting improved response times and satisfaction. - Key Features LiveAgent's score Category average Chat/Messaging 4.73 4.79 category average Mobile Access 4.47 4.64 category average Real-Time Notifications 4.59 4.67 category average - Screenshots ### Best for AI powered #### [Crisp](https://www.softwareadvice.com/help-desk/crisp-profile/) **4.6** ([148 reviews](https://www.softwareadvice.com/help-desk/crisp-profile/reviews/)) ##### FrontRunners score breakdown - Average score: 82/100 - Customer Satisfaction: 90 - Usability: 90 - Digital Presence: 65 --- Pros: responsive and helpful customer support affordable and flexible pricing Cons: difficult user interface navigation unstable or buggy performance Pricing: Starting at $45.00 per month Why we chose this: In our analysis of Live Chat products with the most market demand, Crisp is the most requested by users for AI powered out of the most popular tools. Who should use this: Crisp is best for organizations looking to leverage AI-powered customer support. Our reviewers say its AI chatbots and automation features deliver immediate value by handling high-volume queries, while the intuitive interface and multi-device support make it easy for teams to manage conversations efficiently. - Reviewers Perspective "The ability to swiftly report issues and provide feedback demonstrates a customer-centric approach and contributes to an enhanced user journey within the Crisp ecosystem." LK Latisha Koeling Sales support specialist Used for 6-12 months We analyzed 122 verified user reviews for Crisp to find out what actual users really think. **Customer Support** Support teams resolve issues and set up features quickly, with approachable staff available at all hours. This helps businesses deliver efficient service and maintain strong customer relationships, especially in fast-paced environments. **Live Chat** Teams manage multiple conversations across channels with a user-friendly interface. Features like seamless chat-to-email transitions, chatbots, and mobile access help streamline customer interactions for SMBs handling diverse communication needs. **Ease of Use** Staff with varying technical backgrounds navigate Crisp’s clean design easily. The platform’s simplicity supports efficient customer interaction management without sacrificing essential communication capabilities. - Key Features Crisp's score Category average Chat/Messaging 4.89 4.79 category average Mobile Access 4.44 4.64 category average Real-Time Notifications 4.62 4.67 category average - Screenshots ### Best for Collaboration #### [Freshdesk](https://www.softwareadvice.com/crm/freshdesk-profile/) **4.5** ([3494 reviews](https://www.softwareadvice.com/crm/freshdesk-profile/reviews/)) ##### FrontRunners score breakdown - Average score: 81/100 - Customer Satisfaction: 84 - Usability: 89 - Digital Presence: 71 --- Pros: automation and workflow features intuitive and user-friendly interface Cons: limited and confusing reporting features limited customization options Pricing: Starting at $19.00 per month Why we chose this: Freshdesk is the most requested by users for collaboration out of the most popular tools, based on our analysis of Live Chat products with the most market demand. Who should use this: Freshdesk is ideal for teams that prioritize collaboration in customer support operations. Our reviewers point out its collaborative ticket management, customizable workflows, and robust reporting tools, which help teams coordinate responses, share knowledge, and resolve issues efficiently. - Reviewers Perspective "Freshdesk offers an intuitive, all-in-one customer support platform that helps teams manage tickets efficiently, automate workflows, and deliver faster, more consistent customer service." BA Bryan Academia Freshdesk Admin Used for 2+ years We analyzed 775 verified user reviews for Freshdesk to find out what actual users really think. **Customer Support** Teams manage high volumes of customer inquiries efficiently by centralizing interactions and improving response times across multiple channels. Automation, customizable workflows, and accessible customer history help deliver consistent, timely service in industries with complex support needs. **Ticket Management** Staff track, prioritize, and resolve customer inquiries from various channels using automation features like auto-assignment, ticket categorization, and canned responses. This reduces manual effort and ensures no request is overlooked, supporting efficient collaboration and high service standards. **Ease of Use** New and experienced team members navigate Freshdesk’s clean, modern interface with ease. Customizable views, organized menus, and accessible search functions help staff quickly locate information and manage support activities, minimizing onboarding time. - Screenshots ### Highly Rated for Mobile app #### [Chatway](https://www.softwareadvice.com/live-chat/chatway-profile/) **4.9** ([81 reviews](https://www.softwareadvice.com/live-chat/chatway-profile/reviews/)) ##### FrontRunners score breakdown - Average score: 80/100 - Customer Satisfaction: 93 - Usability: 96 - Digital Presence: 50 --- Pros: user-friendly interface easy and quick setup Cons: confusing online/offline schedule delays in communication flow Pricing: Starting at $39.00 per month Why we chose this: Chatway is the highest rated for mobile app out of the most popular tools, based on our analysis of Live Chat products with the most market demand. Who should use this: Chatway is highly rated for businesses that need a reliable mobile app for customer communication. Our reviewers say the mobile app is fast and easy to use, enabling real-time responses and seamless follow-up with leads, which is especially valuable for small businesses on the go. - Reviewers Perspective "We use Chatway for live chat with customers, the application also works perfectly in the mobile app." DW David Wagenknecht marketing, consulting, business Used for 6-12 months We analyzed 61 verified user reviews for Chatway to find out what actual users really think. **Live Chat** Teams connect instantly with website visitors using real-time chat. Customizable chat windows and notifications via email and mobile app support efficient lead engagement and customer support. **Ease of Use** Staff implement and navigate Chatway without training. The user-friendly design allows businesses to focus on communication tasks without unnecessary complexity. **Website** Businesses enhance their website’s professional appearance with easy customization and fast-loading widgets. Chatway works across devices and is accessible for small websites, supporting immediate visitor engagement. - Key Features Chatway's score Category average Chat/Messaging 4.91 4.79 category average Mobile Access 4.89 4.64 category average Real-Time Notifications 4.82 4.67 category average - Screenshots ### Best for Customer Satisfaction #### [Sobot Nexus](https://www.softwareadvice.com/product/524506-Sobot/) **4.9** ([118 reviews](https://www.softwareadvice.com/product/524506-Sobot/reviews/)) ##### FrontRunners score breakdown - Average score: 79/100 - Customer Satisfaction: 95 - Usability: 97 - Digital Presence: 45 --- Pros: fast and consistent response times advanced analytics and reporting Cons: initial setup and learning curve customer service accessibility Pricing: Starting at $20.00 per month Why we chose this: In our analysis of Live Chat products with the most market demand, Sobot is the highest rated for customer satisfaction out of the most popular tools. Who should use this: Sobot is best for organizations focused on improving customer satisfaction through unified support. Our reviewers highlight its ability to centralize inquiries, automate routine responses, and provide quick, consistent support across channels, resulting in faster response times and higher customer satisfaction scores. - Reviewers Perspective "Sobot Omnichannel Suite is allowing us to proactively address customer queries before they escalate, and they give room for reporting on every customers queries" SK Shaun Kasperbauer Founder Used for 6-12 months We analyzed 83 verified user reviews for Sobot to find out what actual users really think. **Customer Inquiry Management** Teams automate responses to common questions and route complex requests to the right staff. Real-time tracking and reporting help maintain alignment and improve response times during busy periods. **Chatbot Automation** Staff reduce repetitive work by using chatbots for order, account, and product questions. Multilingual support and centralized dashboards improve efficiency, freeing teams for complex issues. **Live Chat** Organizations manage conversations from chat, email, and WhatsApp in one platform. Instant responses and streamlined collaboration help maintain secure, real-time communication and consistent support. - Screenshots #### [Salesforce Service Cloud](https://www.softwareadvice.com/crm/service-cloud-profile/) **4.5** ([833 reviews](https://www.softwareadvice.com/crm/service-cloud-profile/reviews/)) ##### FrontRunners score breakdown - Average score: 79/100 - Customer Satisfaction: 89 - Usability: 91 - Digital Presence: 57 --- Pros: case management and ticket tracking customization and flexibility Cons: high cost and expensive licensing complex and unintuitive user interface Pricing: Starting at $25.00 per month - Reviewers Perspective "Use Salesforce Service Cloud to deliver a great customer service for clients on the customer website & provide a great tools for agents to close more cases to improve the customer satisfaction" GA Gabriel Alvarez Sales Engineer Used for 1-2 years We analyzed 438 verified user reviews for Salesforce Service Cloud to find out what actual users really think. **Customer Support** Teams use Salesforce Service Cloud to centralize customer data and streamline case management. This unified approach enables agents to resolve issues efficiently and maintain consistent communication, supporting high-quality customer experiences in industries handling large support volumes. **Integrations** Organizations connect Salesforce Service Cloud with other Salesforce products and third-party apps using APIs and ready-to-use integrations. This centralizes information and supports efficient workflows, allowing businesses to scale and customize their systems as they grow. **Customization** Administrators tailor Salesforce Service Cloud by customizing workflows, fields, and user experiences. This flexibility ensures the platform fits diverse business requirements, supporting unique processes across industries and evolving needs. - Key Features Salesforce Service Cloud's score Category average Chat/Messaging 4.0 4.79 category average Mobile Access 4.30 4.64 category average Real-Time Notifications 4.21 4.67 category average - Screenshots #### [Zendesk Suite](https://www.softwareadvice.com/product/26892-Zendesk/) **4.4** ([4115 reviews](https://www.softwareadvice.com/product/26892-Zendesk/reviews/)) ##### FrontRunners score breakdown - Average score: 78/100 - Customer Satisfaction: 83 - Usability: 89 - Digital Presence: 61 --- Pros: centralized multichannel ticket management integration with third-party tools Cons: poor customer support responsiveness high and escalating pricing Pricing: Starting at $55.00 per month - Reviewers Perspective "Overall, Zendesk suite serves as a robust and scalable support platform centralizing mulit-stakeholder support, improving response times through automation and self-service capabilities supported with analytics to report on support metrics." AT Anita Thirumalai Senior Solution Architect Used for 2+ years We analyzed 830 verified user reviews for Zendesk Suite to find out what actual users really think. **Customer Support** Support teams use Zendesk Suite to centralize customer interactions and streamline workflows across multiple channels. Automation, analytics, and omnichannel features help organize requests and improve team productivity for businesses with diverse support needs. **Ticket Management** Organizations rely on Zendesk Suite’s ticketing system to assign, track, and resolve support requests efficiently. Customizable fields, macros, and automation tools help teams manage high ticket volumes and maintain clear communication with customers. **Ease of Use** Staff manage support activities in Zendesk Suite’s organized dashboard, which simplifies daily tasks and reduces the learning curve. The platform’s clean design supports both new and experienced users in adapting quickly to changing business needs. - Key Features Zendesk Suite's score Category average Chat/Messaging 4.48 4.79 category average Mobile Access 4.21 4.64 category average Real-Time Notifications 4.45 4.67 category average - Screenshots #### [Front](https://www.softwareadvice.com/crm/front-profile/) **4.5** ([293 reviews](https://www.softwareadvice.com/crm/front-profile/reviews/)) ##### FrontRunners score breakdown - Average score: 77/100 - Customer Satisfaction: 86 - Usability: 90 - Digital Presence: 56 --- Pros: shared inbox and team collaboration integration with external tools and apps Cons: high and unpredictable pricing complex and unintuitive user interface Pricing: Starting at $25.00 per month - Reviewers Perspective "Front's collaboration, shared inbox system and ability to coordinate with people on my team, make it a necessity in our core tech stack." EH Emily Harju Marketing and Techology Used for 2+ years We analyzed 213 verified user reviews for Front to find out what actual users really think. **Team Email Management** Teams organize multiple inboxes and assign messages in Front, reducing duplicated work and ensuring accountability. Internal comments and tagging features help maintain oversight and boost efficiency in industries with high email volumes. **Team Collaboration** Staff coordinate responses, share files, and assign tasks directly within Front. This fosters cohesive workflows for distributed teams and helps prevent messages from slipping through the cracks. **Features** Users access customizable workflows, reporting, and plugin support to enhance productivity. While the platform offers frequent updates, some features may be complex or require higher pricing tiers, impacting teams with specific needs. - Key Features Front's score Category average Chat/Messaging 4.53 4.79 category average Mobile Access 4.21 4.64 category average - Screenshots #### [tawk.to](https://www.softwareadvice.com/live-chat/tawk-to-profile/) **4.6** ([345 reviews](https://www.softwareadvice.com/live-chat/tawk-to-profile/reviews/)) ##### FrontRunners score breakdown - Average score: 75/100 - Customer Satisfaction: 85 - Usability: 89 - Digital Presence: 51 --- Pros: free live chat functionality easy website integration Cons: delayed and inconsistent notifications outdated and unintuitive user interface Pricing: Pricing available upon request - Reviewers Perspective "It was a good starting point for us offering live chat to our customers and without removing the branding and paying for the service having a free option to chat to customers on our site was valuable." SW Steve Warwick Director Used for 1-2 years We analyzed 249 verified user reviews for tawk.to to find out what actual users really think. **Chat** Support teams manage multiple live conversations with tawk.to, using canned responses and real-time visitor typing previews. This streamlines communication and enables efficient support for businesses handling high chat volumes. **Website Visitor Tracking** Businesses track website visitor activity, page views, and locations in real time. This data helps personalize chat interactions, optimize content, and identify conversion opportunities, supporting proactive engagement strategies. **Integrations** Teams add tawk.to to websites using straightforward scripts or plugins for platforms like WordPress and Joomla. This ease of integration supports multiple sites and devices, making it accessible for businesses with varying technical resources. - Key Features tawk.to's score Category average Chat/Messaging 4.63 4.79 category average Mobile Access 4.48 4.64 category average Real-Time Notifications 4.54 4.67 category average - Screenshots #### [RingCX](https://www.softwareadvice.com/call-center/ringcentral-contact-profile/) **4.2** ([265 reviews](https://www.softwareadvice.com/call-center/ringcentral-contact-profile/reviews/)) ##### FrontRunners score breakdown - Average score: 75/100 - Customer Satisfaction: 82 - Usability: 90 - Digital Presence: 53 --- Pros: easy to use interface remote work and device flexibility Cons: high and unpredictable pricing call connection and quality issues Pricing: Starting at $65.00 per month - Reviewers Perspective "I love the call forwarding ability to transfer calls to colleagues, as well as being able to set office hours and voicemail etc." RS Rachel Smith Receptionist Used for 1-2 years We analyzed 180 verified user reviews for RingCX to find out what actual users really think. **Features** Managers monitor teams, configure extensions, and manage communications through RingCX’s admin portal. The platform’s customization options support diverse business needs, though some settings may require additional training. **Ease of Use** Teams transition from other platforms with RingCX’s simple onboarding process. Staff handle tasks like document sharing and user setup efficiently, supporting productivity in office and remote settings. **Communication** Organizations centralize calls, texts, and team interactions in RingCX. AI-driven sentiment analysis and unified messaging help streamline collaboration and client communication without switching platforms. - Key Features RingCX's score Category average Chat/Messaging 4.42 4.79 category average Mobile Access 4.84 4.64 category average - Screenshots * * * #### Methodology The research for the best live chat software list was conducted in June, 2026. We evaluated data (user reviews and demand signals) from the past 24 months as of the research date. [Read the complete methodology.](https://www.softwareadvice.com/resources/proprietary-data-research/#:~:text=Software%20Advice%E2%80%99s%20%E2%80%98Best%E2%80%99%20product%20lists%20methodologies%C2%A0) * * * ## Popular Live Chat Comparisons [ Bitrix24 vs Slack ](https://www.softwareadvice.com/nonprofit/bitrix24-profile/vs/slack/)[ LiveChat vs WhatsApp ](https://www.softwareadvice.com/help-desk/livechat-profile/vs/whatsapp/)[ Pipedrive vs HubSpot CRM ](https://www.softwareadvice.com/compare/1854-HubSpot-CRM/vs/321306-pipedrive/)[ LiveAgent vs Zendesk Suite ](https://www.softwareadvice.com/compare/26892-Zendesk/vs/109980-liveagent/)[ EngageBay CRM vs Brevo ](https://www.softwareadvice.com/scheduling/brevo-profile/vs/engagebay/)[ Fin vs Freshdesk ](https://www.softwareadvice.com/compare/110247-freshdesk/vs/530033-Fin/)[ Salesforce Service Cloud vs Zoho Desk ](https://www.softwareadvice.com/crm/service-cloud-profile/vs/zoho-desk/) ## Buyer's Guide This detailed guide will help you find and buy the right live chat software for you and your business. Last Updated on January 27, 2025 Live chat software solutions allow companies to have real-time conversations with website visitors. It is, by many measures, one of the most effective tools for improving customer service and can help increase online sales and repeat business by fostering customer engagement. It can be used for both pre- and post-sales service and, to top it all off, can help businesses save on the costs of providing support through channels such as phone and email. We’ve prepared a buyers guide to answer the most common and important questions that come up when businesses consider implementing a new (or replacement) live chat solution. Here’s what we’ll cover: [What is live chat software?](#Whatislivechatsoftware) [Common features of live chat software](#Commonfeaturesoflivechatsoftware) [Strategy tips for live chat implementation](#Strategytipsforlivechatimplementation) [What type of buyer are you?](#Whattypeofbuyerareyou) ### What is live chat software? Live chat is a communication channel that lets customers and businesses converse in real time on a company’s website via a chat widget. The widget usually appears as a small box or window on the webpage. A live chat conversation can be initiated by the customer, the company, or both, depending on how it’s configured. A live chat app can be deployed either on-premise (hosted on the company’s own servers) or on the cloud (hosted on the vendor’s or service provider’s servers), typically under a Software-as-a-Service (SaaS) model. On-premise installations are becoming less common and are generally used when a company needs a high degree of customization or integration with other on-premise software platforms. The SaaS deployment option is growing in popularity and is the more common choice for companies that want to add live chat to their websites quickly and easily. In both deployment models and in most cases, the live chat function is added to a webpage by simply inserting a line or two of code, provided by the live chat vendor, into the page’s HTML. This code tells a website visitor’s web browser to display the live chat box or window whenever a certain page is visited or certain conditions are met. Live chat is a highly flexible service channel, which is part of what has made it so successful. One-size-fits-all solutions are rarely ideal in the world of customer service, as there are simply too many changing variables that need to be considered to deliver the best outcomes. For example, a company may find that its website visitors have lots of questions and really appreciate the live chat support option, so the company wants the live chat window to feature prominently for all visitors. Another company might find that live chat is best used selectively, not wanting it to become a distraction to visitors, and might only have the live chat option displayed after certain conditions are met. For instance, live chat can be set to display only for: - People who’ve spent more than a specific amount of time on a particular page, as this could suggest they’re having difficulty understanding it. - Customers who’ve been searching for topics on the company’s frequently asked questions (FAQs) or help page, but seemingly not finding the answers they need. - Visitors who go back and forth between two different product pages, as this suggests they might need help deciding which of the two to purchase. Once a company decides exactly how and for which visitors it wants to offer live chat, the live chat tool can be set to automatically follow these or similar rules. ### Common features of live chat software Live chat is one of the most feature-rich communication channels available, and platforms are offered by a great variety of vendors. Some platforms are intended for general use, while others are tailored to specific business models and/or industries. All vary somewhat in the breadth and depth of the features and functionality provided. One functionality common to nearly all live chat platforms is the “dashboard” or “control panel.” This is used by the business owner or supervisor to monitor current and past live chat interactions. In the following example dashboard, we see a variety of key indicators showing how well a particular agent is performing. Some of these indicators include the number of chats queued up for this agent, the number of currently active chats, and the longest amount of time any customer has had to wait for a chat session to begin. _Dashboard showing an agent’s live statistics in_ Help.com (Source) The following table lists and explains a variety of other live chat support software features. Not all of these are offered by all vendors, so buyers are advised to consider their live chat purchase carefully. | Feature | Description | | --- | --- | | Functionality | Description | | Ticketing | Lets agents create new tickets for customer support issues directly from the live chat with the customer. | | File-sharing | Allows your live chat agent and customer to send files (documents, images, etc.) to each other from within the chat window, often aiding in troubleshooting. | | Co-browsing | Lets a chat agent take control (with permission) of the visitor’s web browser to lead them to specific pages on the website. | | Surveys and feedback | Allows for automatic surveys, such as those to determine customer satisfaction, to be given at the end of the chat. | | Email transcripts | Gives customers the option of having a transcript of their live chat session emailed to them when it concludes. | | Mobile support | Makes it easier to offer live chat to site visitors using mobile devices: something many consumers have a preference for. | | SMS (text message) | Allows customers to use their phones to send a text message to a company and the company to respond from its live chat platform. | | Application programming interface (API) | Some live chat platforms come with an API that allows for more granular customization. | | Social media integration | Some platforms offer a chat plugin that can be integrated directly onto a third-party social media site (e.g., a company’s Facebook page). | --- ### Strategy tips for live chat implementation Since live chat is a web-based technology, a company’s decision to implement it should begin with an examination of its existing website. Buyers can start by asking themselves two broad questions: - **What are the goals of our website?** Companies should determine whether the site is mainly selling products, providing information, giving customers technical support, or some combination of these (or other) goals. This will lead to a clearer understanding of how the chat feature will fit into the company’s larger online strategy. - **How are customers actually using the website?** Customers’ real-life usage should compare to the company’s stated goals. Website-visitor metrics can reveal which pages are most viewed, which pages customers spend the most time on, and a variety of other browsing behaviors. The discrepancy between what a company wants customers to do on the website and what customers are actually doing is where live chat implementation should focus. These questions are important because simply having a live chat widget integrated into the website is not an automatic ticket to online success. It should be implemented with specific goals in mind. Most of these boil down to encouraging customers to do what the company hopes they’ll do when they visit the website. ### What type of buyer are you? Different companies have different goals for implementing live chat—and most have more than one. To help buyers understand the variety of goals live chat can help meet, here is a shortlist of the most common. Most live chat software buyers’ goals include: - **Reducing support costs:** Providing customer support over the phone is expensive, as each support agent can only handle one phone call at a time. But live chat agents can handle multiple conversations simultaneously. Because of this, live chat allows companies to serve more customers with fewer agents. - **Increasing online sales:** Most online retailers know how customers interact with their websites. Records of sales along with basic engagement analytics reveal which pages (or products) are viewed most often, which products customers have questions about, and which products are often bought together. Retailers can start a proactive chat session to direct visitors to low-traffic product pages, proactively answer questions they are likely to have, and make suggestions (using co-browsing) about products visitors might like to purchase. - **Improving customer service:** Surveys repeatedly show customers prefer finding the answers to their own questions. Catering to this preference, many companies have invested in detailed online self-service resources, such as a searchable knowledge base and FAQ pages—yet customers may not use these effectively. Offering live chat service alongside self-service resources can help customers make better use of them and increase satisfaction while reducing the company’s costs on phone service. - **Converting more traffic:** In some industries, websites are used mainly to get the company’s foot in a prospective customer’s door, advertising services or products and hoping visitors will get in touch. However, customers may be hesitant to contact some types of businesses (such as car dealerships, insurance agencies, or law firms) until they know what they’re looking for. Live chat is a low-barrier, commitment-free way to help with the easy questions that might be keeping customers from officially getting in touch. **_Note:_** _The application selected in this article is an example to show a feature in context and is not intended as an endorsement or recommendation. It has been obtained from sources believed to be reliable at the time of publication._ ## Related Live Chat Software - [Contact Center Software](https://www.softwareadvice.com/contact-center/) - [Customer Service Software](https://www.softwareadvice.com/crm/customer-service-comparison/) - [Help Desk Software](https://www.softwareadvice.com/help-desk/) - [Online CRM Software](https://www.softwareadvice.com/crm/online-crm-comparison/) - [Remote Work Software](https://www.softwareadvice.com/remote-work/) - [Sales Enablement Software](https://www.softwareadvice.com/crm/sales-enablement-comparison/)