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Velaro is a SaaS engagement solution designed for sales, marketing and customer care teams sizes up to Enterprise organizations designed to facilitate personalized customer journey interactions. Key features include live chat, con...Read more about Velaro

3.9 (9 reviews)

6 recommendations


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 customer support, contact center, lead generation, a...Read more about LiveHelpNow

4.6 (73 reviews)

4 recommendations


Tidio Chat is a cloud-based live chat platform suitable for integration into any company’s website. It includes a customizable interface that lets companies make the live chat interface match the look and feel of existing online a...Read more about Tidio

4.7 (444 reviews)

3 recommendations offers 24/7, AI-backed live chat services and as well as a free, AI-only Chatbot. has designed their chat products and services to help businesses capture leads and help clients online. Live chat receptionists re...Read more about

4.8 (30 reviews)

1 recommendations

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Zowie enables businesses to deflect tickets using automation technology, care for customers with omnichannel inbox and sell more using enhanced customer context. Zowie can act as a standalone customer service system or enhance cur...Read more about Zowie

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1 recommendations


Pipedrive is a web-based Sales CRM and pipeline management solution that enables businesses to plan their sales activities and monitor deals. Built using activity-based selling methodology, Pipedrive streamlines every action invol...Read more about Pipedrive


Writesonic is an AI-powered writing assistant with a mission to empower everyone in the world to write anything and publish anywhere. It's like Canva for writing, with tools to simplify the process of creating, editing, and publ...Read more about Writesonic

Appy Pie

Appy Pie is an application development platform that enables users to create mobile applications compatible with operating systems such as Android, iOS and Windows mobile OS. The solutions creates applications for a variety of ind...Read more about Appy Pie


Intercom is the only complete Customer Service solution that provides a seamless customer experience across automation and human support, delivering increased customer satisfaction while reducing costs. We're building a future whe...Read more about Intercom


Userlike is the leading software for live chat and customer messaging in Germany that offers businesses a central inbox for all messaging channels such as website chat, WhatsApp, Facebook Messenger, SMS and more. From here, all me...Read more about Userlike


Birdeye is the top-rated reputation management and digital customer experience platform for local brands and multi-location businesses. Over 100,000 businesses leverage Birdeye’s AI-powered platform to engage seamlessly with custo...Read more about Birdeye


ExecVision is a cloud-based conversation intelligence platform that helps organizations train sales teams and monitor performance. It is primarily designed to transcribe calls and provide managers key metrics. Firms can use t...Read more about ExecVision


Drive your online sales through conversations. Smartsupp helps businesses deliver a personalized online shopping experience that drives sales by combining live chat, chatbots and video recordings, allowing you to genuinely connec...Read more about Smartsupp


Drift is a cloud-based solution designed to help businesses automate sales processes by adding live chat windows to websites for increased customer experience and loyalty. Key features include chatbots, geo-targeting, offline acce...Read more about Drift


Rocket.Chat is a collaboration solution that helps businesses work remotely through audio/video conferencing, screen sharing, live chat and more. It comes with a real-time message translation tool, which allows users to communicat...Read more about Rocket.Chat


Using Tiledesk, businesses can create a chatbot on website and use it to generate leads for their business. It contains an AI-powered bot to automate customer support and engagement on all your digital channels: from your website ...Read more about Tiledesk


OnceHub helps organizations big and small to fast-track sales and streamline service delivery with appointment scheduling and digital engagement solutions that adapt to their customers’ preferences in real time. Formerly known a...Read more about OnceHub


Freshchat is the modern messaging solution that delivers effortless customer service for the digital-first customer by bringing together artificial and human intelligence across messaging channels. Key-Value Propositions 1. Smart...Read more about Freshchat

TeamSupport Messaging & Live Chat

TeamSupport's Messaging & Live Chat leverages the power of connection to unify your support, sales, and marketing teams in addition to your customer experience. With powerful auto-routing tools, AI-powered chatbots, omnichannel ...Read more about TeamSupport Messaging & Live Chat

Comm100 Live Chat

Comm100 Live Chat is used by small, mid-size, and large organizations in every industry to connect with their customers on their websites and mobile apps. Your customers can use traditional text-based chat with auto-translation in...Read more about Comm100 Live Chat

Buyers Guide

Last Updated: March 16, 2023

As technology advances, businesses find more effective ways to engage and interact with customers. Live chat software is a telling example that improves upon email interactions and helps businesses offer instant responses to customer queries.

However, the biggest limitation of live chat platforms is that they require a substantial workforce to address all incoming customer inquiries in a timely manner. And replying to similar queries repeatedly is a low-productive task at best that can easily get frustrating for customer service executives.

Chatbot software can solve these challenges. It can serve as the bridge between providing optimal customer service and saving customer service executives' bandwidth for more discerning tasks.

In this buyers guide, we’ll look at what exactly a chatbot solution is, what are its common features, and other factors to keep in mind when buying one.

Here’s what we’ll cover:

What is chatbot software?

Chatbot software is a computer program with conversational interface that allows it to hold conversations with human users via textual (and auditory in some advanced cases) methods. Typically, these programs can be set up as widgets on websites, messaging platforms, social media sites, and mobile apps.

Based on their complexity, chatbot software can be basic tools that offer responses based on pre-built scripts or more advanced solutions such as virtual assistants that perform transactions on the behalf of human users.


Chatbot builder in (Source)

Common features of chatbot software

Chatbot software allows users to easily create chatbots, set them up on the web or mobile apps, and derive customer insights. Let’s look at some of the common features of the tool.

Chatbot builder

Create scripted responses and actions for the chatbot to execute during a conversation with human users. Build responses using visual elements such as cards, carousels, checkboxes, and multiple-choice answers.


Use premade chatbot templates for different industry verticals and use cases such as lead generation, customer service, ecommerce, and HR recruitment.


Improve the performance of the chatbot by applying machine learning and natural language processing (NLP) to analyze conversations.

Chat widget

Add a chat widget to your website by copying and pasting automatically generated code.


Embed the chatbot on various social channels and messaging platforms, such as Slack or Facebook Messenger, using built-in integrations or via APIs.


Gain business insights by viewing and analyzing reports on the average number of chats, popular conversations topics, peak hours, etc.

What type of buyer are you?

The buyer groups for chatbot software are largely based on their IT budget and business needs. Let's look at the chief concerns of these two buyer groups:

  • Large businesses: These buyers typically have substantial budget and in-house IT expertise, which allows them to invest in building chatbots with extensive functionalities, such as NLP capabilities. These buyers can explore chatbot development frameworks such as Facebook's and Microsoft Bot Framework to build their own chatbots.

  • Small and midsize businesses: These buyers typically lack deep in-house IT expertise and sizeable budget. As a result, they should begin with the services of cloud-based chatbot software vendors that help users create chatbots using drag-and-drop interfaces without any coding. Using cloud-based chatbot solutions that come with monthly/annual subscription fees is also a low-risk way for SMBs to explore chatbots.

Key considerations

Before buying chatbot software, there are a couple of considerations to keep in mind.

  • Security concerns: The majority of chatbot solutions on the market are cloud-based instead of on-premise. As a result, data security and privacy can be a concern, especially for businesses that work in highly-regulated industries such as finance and healthcare. Moreover, with new privacy regulations such as GDPR, businesses should thoroughly investigate cloud-based chatbot vendors on their privacy and data protection measures.

  • Capability concerns: Chatbot solutions vary greatly when it comes to capabilities. There are basic chatbot solutions, known as scripted chatbots, that are easy to create, come at a low cost, but can only offer pre-programmed answers. On the other end are contextual chatbots with NLP capabilities, which can not only understand nuanced language but can also execute tasks on the behalf of users. However, businesses that want such capabilities in their chatbots need to have the right IT team with specialized domain knowledge.

Note: The applications selected in this article are examples to show a feature in context, and are not intended as endorsements or recommendations, obtained from sources believed to be reliable at the time of publication.