Chatbot Software

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LiveHelpNow

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

4.60 (73 reviews)

1 recommendations

Smith.ai

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

4.93 (28 reviews)

1 recommendations

Velaro

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

4.13 (4 reviews)

1 recommendations

Pipedrive

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

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

Intercom is a Customer Communications Platform that engages and supports customers through live and automated chat, targeted emails, push and in-app messages, and an integrated help desk. It caters to support, marketing, and sales...Read more about Intercom

Birdeye

Birdeye is the highest-rated all-in-one reputation and customer experience platform for local businesses and brands. Over 90,000 businesses use Birdeye’s all-in-one platform to effortlessly manage online reputation, connect with p...Read more about Birdeye

Bill.com

Bill.com is a cloud-based accounting solution specializing in billing and invoicing. With Bill.com, users can receive payments from clients, pay vendors and contractors and handle financial reporting. Bill.com includes an acc...Read more about Bill.com

ExecVision

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

Tidio

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

Smartsupp

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

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

Brazen

Brazen is an events management platform designed to help organizations of all sizes create, launch and manage video broadcasts and a variety of virtual events like talent acquisition, job fairs, career expo and more. The platform ...Read more about Brazen

Rocket.Chat

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

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

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

Freshchat

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

4.01 (82 reviews)

Zoho SalesIQ

Zoho SalesIQ is an all-in-one customer engagement, live chat, and analytics platform to unify your marketing, sales, and customer support efforts, giving your customers a great experience, and boosting business growth. Get to know...Read more about Zoho SalesIQ

4.48 (80 reviews)

Sprinklr

Sprinklr is a cloud-based customer experience management solution designed for businesses of all sizes. It offers social experience core, content marketing, social media management, paid advertising, website management (first-part...Read more about Sprinklr

4.20 (74 reviews)

Landbot

Landbot is a user-friendly no-code solution for creating conversational chatbot applications. Conversational apps combine benefits of an interactive conversational interface with rich UI elements while automating advanced data wor...Read more about Landbot

4.52 (65 reviews)

Buyers Guide

Last Updated: November 09, 2022

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.

Defining vehicle and mobile workforce rules in High Point GPS software

Chatbot builder in Landbot.io (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.
Templates Use premade chatbot templates for different industry verticals and use cases such as lead generation, customer service, ecommerce, and HR recruitment.
Training 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.
Integration Embed the chatbot on various social channels and messaging platforms, such as Slack or Facebook Messenger, using built-in integrations or via APIs.
Analytics 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 Wit.ai 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.

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