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Chatbot Software 2021: Complete Guide

Chatbot has been one of the most beneficial applications of AI technology. A Chatbot is an AI program that simulates conversation with a user using natural language. There are rule based chatbots as well which use more of a rule based framework to drive user interaction. But the experience of more natural language oriented conversations comes only from AI based chatbots, also known as smart chatbots.

Chatbots streamline and automate several user interaction tasks improving efficiency and customer experience. They can be used to deal with a wide range of customer service queries and customer requests pertaining to services and product information. Learn how chatbots help your business and how to choose the right chatbot software.

Updated By Cuspera

Last updated: Sep 6, 2021

Chatbot Software 2021: Complete Guide

What is a Chatbot?

Historically, for businesses, mass marketing and communication with individual customers were two clearly separated things. The former was exclusively one-way and determined popular brand perception. The latter was largely an isolated, negligible phenomenon. Then came the internet, digital marketing, and social media, dissolving this divide and shifting power rapidly from the marketer to the consumer. Today’s consumers are quite demanding. They expect personalized communication, 24/7 availability, and exceptional customer experience.

Fortunately, digital technology enables a new level of customer service through bots, chatbots, and other automated solutions. Indeed, there are so many of these solutions available today that it can be confusing. Let us start this article by addressing the difference between a bot and a chatbot.

The term ‘bot’ is a diminutive of ‘robot’. Bots, like robots, are autonomous software tools designed to automate repetitive activities that otherwise would take up significant human time and energy. Chatbots, like regular bots, are automated tools designed to complete specific software-based tasks, but unlike regular bots, they can simulate a conversation or interaction with a real person. The human side of the conversation provides data that the chatbot processes along with contextual data available to it from elsewhere, and the chatbot’s part of the conversation is its deliverable.

Chatbots help businesses to communicate with customers in a personal way without incurring the expense of human representatives.

What is Chatbot Software?

A Chatbot itself is a piece of software. It is a highly capable and viable option to streamline communication between humans and machines. It is a software that can simulate user interaction in natural language via websites, social media channels, mobile apps, text messages, or phone calls. Chatbots are used in different facets of business interactions, such as improving customer experience, enriching the customer engagement process, increasing operational efficiency, and reducing cost. For example, a retail store may want a chatbot to help customers make purchases, while a telecom provider may develop a chatbot to answer customer support questions.

Chatbots can be divided into two broad categories, depending on the way they are programmed: Simple chatbots and Smart chatbots.

Simple Chatbots are rule-based chatbots, with pre-written keywords. Conversations are mapped out for the chatbots, like a flowchart. Each command is scripted by the developer using regular expressions or other forms of string analysis. These chatbots can respond to questions only within the defined rules, and operate within the use cases that they have been programmed for. Users are provided with explicit options in different forms, text, button options, voice, etc. In scenarios where conversations don’t follow the flow or the keyword list, simple chatbots are programmed to respond with messages like “sorry, I did not understand that” or “our customer support agent will contact you soon.”

Smart Chatbots use Artificial Intelligence and Machine Learning and use Natural Language Processing (NLP) to understand the context and purpose of a question before communicating any response. These chatbots come up with their own responses to given questions using NLP. The more one uses and coaches these chatbots, the more they learn and become effective while interacting with humans. This works especially well for businesses that deal with a lot of data.

Of course, human discretion is crucial to decide which chatbot solution is right for the business. With different frameworks, platforms, and enterprise solutions available to develop, it is essential to have human involvement in designing, training, and augmenting the chatbot application, depending on the business use case to address.

Key Benefits of Using Chatbot Software

Chatbot applications are growing, evolving, and impacting businesses in many ways. Companies are integrating chatbots into their daily operations, customer communications, and sales processes. It is noticeable in almost every facet of the way businesses communicate with people. Chatbots offer many benefits to companies, including increasing sales and conversion rates, and reducing operating costs. To name a few key benefits:

  • With the automation of repetitive tasks due to chatbots, the human workforce can focus on more complex and strategic tasks
  • Chatbots, by design, enable 24/7 support and services to employees and customers, thus resulting in enhanced engagement and experience round the clock
  • With access to various functions and information, chatbots provide prompt, accurate, consistent, and patient responses to all end-user interactions.
  • Chatbots can be used to improve the service offered by human agents, by providing quick response options or relevant information
  • The use of chatbots allows for systematic storage and access of customer information, which can be used for distilling insights and recommendations, and personalized context-based interactions

Industries that use Chatbot

There are different types of chatbots being used by different businesses. Chatbot software can be integrated into company systems to harness a range of capabilities from simple introductory greetings to handling payments, or to give advice. Such a range of capabilities makes chatbots flexible enough to be used across different industries. Yet, certain industries are better positioned to take the maximum advantage of Chatbot technology. Here is a list:

Travel and Hospitality

The success of the Travel and Hospitality industry heavily relies on excellent customer service. A happy customer results in increased customer loyalty and reference business. In our technology-driven times, chatbots play a sizable role in speeding up processes and making customers comfortable during service delivery. Businesses have various options to employ chatbots across tasks, from search assistance to making bookings for rooms/ restaurants/ excursions, to getting personalized service, including a number of concierge options to inquire about deals and discounts, and so on. The customer engagement and retention imperative of the business gets a big leg-up with the use of chatbot technology. This also frees up precious time for human concierges to address complex requests from customers.

Retail and E-Commerce

It is a common occurrence that customers lose focus while browsing through an extensive range of available products on corporate websites. Chatbots are known to guide customers with the right amount of details or directions to make purchase decisions. Chatbots also help in reminding the customer about their abandoned carts and nudge them to revisit and make the purchase. They also provide quick and reliable customer support, while sharing the timely delivery status of the purchases. Increasing customer engagement and eventually driving higher sales are the main reasons for retail and e-commerce deployments of chatbots.

Banking and Financial Services

This sector is so transactional in nature that chatbots are already deemed a necessity, and this is set to bring in bigger transformations. Chatbots are ideal for banks and financial institutions and can be used in different ways to service customers, such as to check account balance, transfer money, view transaction history, or locate the nearest ATM. Chatbots also help in marketing activities like communicating the benefits of fixed deposits, investments, money-saving goals, credit card convenience, and new service launches.

By 2022, banks can automate up to 90% of their customer interaction using chatbots

L F

Lauren Foye

Juniper Research

Healthcare

Users seek out healthcare when they are already under stress, and trying to find the right specialty and available doctors can be unnerving. Chatbots can make the process easier by engaging the patient with a set of questions and then determining the relevant doctor and department. Healthcare institutions benefit in several ways by using chatbot solutions. A host of services may be supported, such as booking appointments with the right department, sharing medical information, refilling prescriptions, monitoring the health status of patients, and assisting patients with medication reminders. The round-the-clock feature of chatbots is especially appreciated in this sector.

Key Benefits of Using Chatbot Software

Real Estate

Almost every customer in this sector has a unique requirement. By using chatbot technology, Real Estate businesses can improve their ability to present the customer with near-exact information to fulfill their unique requirements. Chatbots can ask and store for reference some preliminary information that ascertains a customer’s specific requirement and then lead them to offer the right available property without delay. Using the contact details gathered during a preliminary chat, chatbots can make the follow-ups less bothersome. Chatbots can engage customers in real-time to help make quick and effective decisions, thus saving precious time and money for the businesses, while significantly upping the chances of deal closures.

Users of Chatbot Software

As we have seen above, chatbots make an impact on many business functions across industries, and hence, are being integrated with several software solutions used by various departments. Naturally, a range of user-profiles operate chatbots. Here are some examples of how users of different departments benefit from the chatbot technology.

Customer Service

Chatbots help human agents in answering FAQs, providing responses to simple queries on purchase and delivery dates, raising tickets, and capturing preliminary customer information.

Marketing

Chatbots engage with customers at the right time with the right questions, point to relevant products/services, and make recommendations based on the ‘conversations’ with the customer, freeing up marketers’ time and resources for higher-level activities.

Sales

Chatbots can behave like sales assistants and notify the sales workforce of their assigned responsibilities and opportunities. They can ease up the creation and updating of the sales pipeline and its progress, and improve the conversion rate by providing on-time first mail/message response to any leads.

HR

Chatbots can be integrated into systems to monitor employee satisfaction and productivity, help answer frequently asked common HR-related queries, assist employees in common transactional tasks such as maintaining data on days taken off, training, meetings, etc.

IT, Facilities, Support Services

Chatbots can ease the help desk task by creating, prioritizing, and assigning tasks, alerting users on the status of the cases, notifying users about system updates, and answering common IT-related questions.

Why Chatbot is Important

Chatbots address the need for human-like attention without having to place an actual human in that role. Chatbots have way higher view rates and response rates than any other marketing or customer service tool. Due to its interactive nature, customers can be steered through the journey that interests them the most.

Some of the major business problems solved by chatbots are:

24/7 On-Demand Support

With the blurring geographical lines of business, there is always a customer wide awake and demanding attention, and the expectation to receive attention 24/7 is increasing. Chatbots work very well as the frontline of sales inquiry or customer support. Also, chatbots can work non-stop without any break and handle multiple interactions at the same time. This is especially useful when businesses have limited staff and are global in nature.

Reducing Operational Costs

Chatbots may not be the full solution for all problems. But they free up time and effort capacity for human agents in different roles, which they can use to address more complex tasks. By automating some interaction-rich processes with chatbots, businesses can reduce the costs of hiring and training. Chatbots also reduce costs by being consistent and reducing arbitrary errors.

Lead Conversion

Customers who are attended to on time are more likely to convert. Chatbots can do that and also provide consistent answers, thus increasing sales.

Improved Customer Engagement

Smart chatbots can track customers’ interests, preferences, and needs. Based on those elements, they can recommend apt products or services delivered through personalized interactions in a conversational manner. All of this results in pleasing customer experience, boosting up customer delight, and so, increases loyalty.

Key Features of Chatbot Software

Chatbots are getting very popular. They are increasingly providing more customization features that fit the business needs. Even though there are wide differences between simple and smart chatbots, there are some common underlying features to all kinds of chatbot software.

Human-like Interface

A chatbot should have a personal touch while reflecting the company’s brand personality. The text or voice-based interactions should be well-defined so that customers are at ease while interacting with them.

Agent Hand-off

This feature is not just about quickly getting ready to chat by learning relevant information, but also by evolving triggers to handover conversations to human agents when the chat becomes too complex. The right collaboration between a chatbot and a human can generate more value than using one or the other alone.

Omni-Channel

Customers may access company information and pass on their own data through different channels. Chatbots should be able to capture information across all channels and provide support to relay cross-channel information.

Analytics

Chatbots’ analytics modules should be able to capture information from every interaction and use that to make decisions such as product recommendations, context-based discounts, handover to a human agent, etc. The ability to label and classify is very important for any kind of analysis and decision-making feature.

Data Security

Data security is very important for any enterprise, especially while handling customers’ personal information within regulatory frameworks. It is essential that chatbot solutions match expected security conditions and legal requirements for businesses spread across multiple legal regimes.

AI in Chatbot Software

Most of the chatbots in operation today are not AI-based, however, since 2019, chatbot solutions are leaning more towards AI. The technology as currently applied to chatbots might still be in its infancy. In the 2019 Gartner CIO Survey, CIOs identified chatbots as the main AI-based application used in their enterprises.

The demand for AI-powered chatbots is increasing, given the promise held out by having customer insights available in real-time. It can be used by the enterprises to understand user behavior, purchasing habits, and preference over time, and respond with more personalized relevance. In addition, AI in chatbots can help to fill forms, book appointments, cross-sell and upsell, make recommendations, and integrate with backend software, such as ERP or CRM systems, to carry out further tasks after user interactions.

Advances in AI technology suggest that chatbots will become more sophisticated and better equipped to handle proactive engagements. For example, AI chatbots will not only assist users to raise tickets but be able to predict an incident based on past information and report a ticket. This will help in reducing costs and optimizing helpdesks, as future issues get resolved before they arise. Some enthusiasts even believe that AI in chatbots will not only be able to answer customer questions but be able to talk, think, and develop emotional relationships with customers.

By 2021, nearly one in six customer service interactions globally handled by AI

G

Gartner

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Buyer’s Guide: Guide to Choose Right Chatbot Software

Chatbot integration into the business is a step forward to offer better customer support and improved engagement. With so many available variants, one needs to be clear about the functions and tasks that the chatbot needs to address before any kind of evaluation takes place. Smart chatbots, powered by AI/ML, are advanced, equipped to examine vast datasets, and further build on existing knowledge. While smart chatbots are in the near future of most major industries, they are not necessary for all business functions. While assessing your chatbot solution needs, it is good to assess the organization’s technical capabilities as well. In the case of some smaller companies or ones with precisely defined goals, simple chatbots may be a more appropriate solution.

Buyers are recommended to consider peer reviews and expert opinions that are extensively available on Cuspera before making buying decisions. Cuspera’s AI based engine guides you through the requirement process to help you choose the right software.

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Here are a few things to consider while researching chatbot solutions:

Industry

Though much of the chatbots are generic in nature, if there are solutions available tailored to specific industries, it greatly helps in easy adoption. This removes barriers around domain context, language, terminology, and business context.

Platform vs Framework

Platforms have templates which can be used to build chatbots with no/low code, and easy drag and drop interfaces. Whereas, Frameworks provide elements like intent, context, conversation designs, etc. for developers to code while building chatbots. The choice between platform and framework is mainly dependent on the team’s technical ability, the need to customize, and the flexibility to publish in different publishing platforms.

Integration

Integration with existing applications of the company are a must requirement for chatbots. If chatbots are being used to gather insights, then the solution chosen should be the one that syncs up with the company’s ERP, CRM systems, and software for marketing software, email, etc.

Customization

Chatbots need to be necessarily customized for company branding, configuration, rule customization, etc before deployment. So chatbots should necessarily provide the customization capabilities.

Technology

AI-enabled chatbots offer many sophisticated capabilities and are a lot more dynamic and intuitive to customer interactions. Depending on the nature of your business and the use-case, you can decide whether AI-enabled chatbots will provide value. For example, a customer service chatbot or banking chat might have a very fixed number of responses as customers might be asking a predetermined number of questions, however, a product selection chat might require a lot more dynamic interaction.

Challenges in adopting Chatbot Software

Adaptability

The primary challenge is the restrictive nature of most chatbot technology due to which chatbots are not always able to comprehend the language of customers. Every business and its respective target user expresses in a different way. There are many factors that influence the way people speak, their accent, dialect, etc. That is why training a chatbot to process the inconsistencies in language and yet converse correctly is a big task. Chatbots’ inefficiency in this area can be a big barrier for international organizations. Also, most chatbots are not able to process and function multiple questions at the same time from the same person or guide the user back to subject/action when they go off-track.

Learning Curve

Chatbots depend on a large amount of conversational data to get efficiently trained. For businesses that don’t have access to a considerable amount of relevant and categorized data to use, the cost and time spent to build efficient chatbots can be prohibitive.

Data Security and Compliance

Data is key for smart chatbots, not just for engaging interactions but also to improve systems and share business insights. Many a time, however, significant data remains inaccessible due to regulations and legislation around the world. Regulations that restrict personal data flow are likely to increase in many countries, going forward. Just storing and retrieving information for export in a compliant manner is an operational challenge at times, as could be the task of deleting in a secure and auditable way. This means that businesses could lose a key benefit to implementing chatbots, as, without the customer data to access and analyze, they are effectively blind to customer choices and behavior.

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67 Chatbot Software

Acobot

Conversational artificial intelligence platform and e-commerce application

4.63

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Acobot

4.63
★★★★★
★★★★★
Conversational artificial intelligence platform and e-commerce application

Acobot is a Conversational AI platform that offers intelligent chatbots for e-commerce and online retailers to help boost online sales. It helps grow and power online stores by increasing product views and checkouts, reducing cart abandonment, and improving engagement during critical stages in the buyer experience.

Highlights
Top Business Usecases : Engagement management,Engaging and following up,Capturing leads
Top Features : Bot,Personalization,Widgets
Acobot Icon

Vendor: Acobot

Company Size: 1-10

Solvvy Conversational Intelligence Platform

Solvvy | Artificial Intelligence Customer Service and Support Platform

4.56

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Solvvy Conversational Intelligence Platform Icon

Solvvy Conversational Intelligence Platform

4.56
★★★★★
★★★★★
Solvvy | Artificial Intelligence Customer Service and Support Platform

Solvvy Conversational Intelligence Platform is a Complete Chatbot and Automation Platform helping top businesses deliver fully-automated, personalized answers and workflows, intelligent channel routing, and best-in-class analytics. It delivers artificial intelligence-powered customer service and support with next-gen chatbot platforms. It allows customers to self-service their questions and enables organizations to scale with their growth.

Highlights
Top Business Usecases : Helpdesk management,Knowledge management,Customer feedback management
Top Features : Ticketing,Personalization,Dashboard
Solvvy Conversational Intelligence Platform Icon

Vendor: Solvvy

Founded: 2013

Company Size: 11-50

HQ Location: 1200 Park Place, Suite 350 San Mateo, CA 94403

Financials: Series A

hellomybot

Manage conversational agents voicebots, chatbots and callbots

4.49

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hellomybot Icon

hellomybot

4.49
★★★★★
★★★★★
Manage conversational agents voicebots, chatbots and callbots

Hellomybot is an omni-channel platform that allows users to create conversational chatbots, voicebots, and callbots for companies. It is designed for companies and developers who want to create any kind of conversational agent (callbots, voicebots and chatbots). It helps to grow business with voice and chat conversations, proved to have a positive impact on ROI

Highlights
Top Business Usecases : Helpdesk management,Social media analytics,Social media management
Top Features : Bot,Personalization
hellomybot Icon

Vendor: hellomybot

Company Size: NA

HQ Location: Paris, France

Liveperson Chatbots

LivePerson: The World's #1 AI-Powered Messaging Platform for ...

4.46

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Liveperson Chatbots

4.46
★★★★★
★★★★★
LivePerson: The World's #1 AI-Powered Messaging Platform for ...

Liveperson is a conversational platform for sales, marketing, customer care teams to enhance customer engagement and increase revenue.

Highlights
Top Business Usecases : Engagement management,Engaging and following up,Social media management
Top Features : Bot,Personalization,Dashboard
Liveperson Chatbots Icon

Vendor: Liveperson

Founded: 1995

Company Size: 501-1000

HQ Location: 475 10th Ave 5th Floor New York, NY 10018

Financials: IPO

Elqano

ChatBot Powered Knowledge Management

4.44

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Elqano

4.44
★★★★★
★★★★★
ChatBot Powered Knowledge Management

Elqano is a Knowledge Management ChatBot that allows businesses to collect, categorize, store and share business knowledge with employees and individuals outside an organization. It helps to reverse this trend by answering collaborators' knowledge needs.

Highlights
Top Business Usecases : Knowledge management,Sharing knowledge,Collaboration
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Vendor: Elqano

HQ Location: Paris, France 75008, FR

SmatBot

SmarttBot - Conversational bot building platform

4.44

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SmatBot

4.44
★★★★★
★★★★★
SmarttBot - Conversational bot building platform

SmatBot is a Chatbot building platform to create customizable chatbots for lead generation, live chat support, interactive landing pages, surveys, inquiries, appointments, feedback and suggestions for business without coding, using rule-based flow builder and artificial intelligence(AI). It is designed to cater to all types of businesses to solve their business needs.

Highlights
Top Business Usecases : Generation of new leads,Customer feedback management,Engagement management
Top Features : Bot,Landing page,Feedback surveys
SmatBot Icon

Vendor: SmatSocial

Company Size: 11-50

HQ Location: Kondapur, Hyderabad, Telangana 500082, IN

Botsociety

A complete conversation design tool.

4.31

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Botsociety

4.31
★★★★★
★★★★★
A complete conversation design tool.
Highlights
Top Business Usecases : Collaboration,Workflow management,Engaging and following up
Top Features : Bot
Botsociety Icon

Vendor: Botsociety

Company Size: 11-50

HQ Location: San Francisco, CA

Cliengo

Chatbot platform that helps to convert website visitors into customers.

4.30

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Cliengo

4.30
★★★★★
★★★★★
Chatbot platform that helps to convert website visitors into customers.

Cliengo a conversational intelligence platform is a chatbot that boosts business sales opportunities, chatting with the visitors proactively at any time. It helps to increase sales and revenue and improve efficiency.

Highlights
Top Business Usecases : Contact list management,Creating contact list,Advertisement
Top Features : Personalization,Capture contact,Widgets
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Vendor: Cliengo

HQ Location: AR

Pusher Chatkit

Chat API for your apps

4.23

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Pusher Chatkit

4.23
★★★★★
★★★★★
Chat API for your apps
Highlights
Top Business Usecases : Collaboration,Engagement management,Engaging and following up
Top Features : Alerts: popups & Notifications
Pusher Chatkit Icon

Vendor: Pusher

Company Size: 51-100

HQ Location: London, England

Sendbird

A Complete Chat Platform, In-App Chat and Messaging

4.21

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Sendbird

4.21
★★★★★
★★★★★
A Complete Chat Platform, In-App Chat and Messaging
Highlights
Top Business Usecases : Engagement management,Engaging and following up,Communication management
Top Features : Alerts: popups & Notifications,Live streaming,Personalization
Sendbird Icon

Vendor: Sendbird

Founded: 2013

Company Size: 101-250

HQ Location: 400 1st Ave, San Mateo, California 94401, US

ChatWhale

ChatWhale - Gamify your customer engagement with chatbots and loyalty rewards

4.17

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ChatWhale

4.17
★★★★★
★★★★★
ChatWhale - Gamify your customer engagement with chatbots and loyalty rewards

Chatwhale is a Conversational Intelligence tool that helps to gamify the customer communication with chatbots and loyalty rewards using Facebook Page and Messenger App and providing a unique experience for the brand. It helps to improve consistency, acquire customers, and enhance customer relationships.

Highlights
Top Business Usecases : Engaging and following up,Engagement management,Loyalty management
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Vendor: ChatWhale

Company Size: NA

HQ Location: England, United Kingdom

SmartAction

conversational AI, Virtual Agents for Call Center Automation

4.17

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SmartAction

4.17
★★★★★
★★★★★
conversational AI, Virtual Agents for Call Center Automation

SmartAction is a Conversational Intelligence tool that provides artificial intelligence-based services to businesses across diverse industries including financial services, healthcare, insurance, retail, travel and hospitality and utilities. It’s an AI-powered virtual agent solution for contact centers over voice, chat, and SMS. It helps to improve ROI, scale best practices and enhance customer relationships.

Highlights
Top Business Usecases : Helpdesk management,Customer feedback management,Engagement management
Top Features : Personalization,Rewards,Gamification
SmartAction Icon

Vendor: SmartAction

Company Size: 51-100

HQ Location: 300 Continental Blvd. Suite 350 El Segundo, CA 90245, US

Qualified

Conversational sales and marketing platform to meet with VIPs in real time

4.62

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Qualified

4.62
★★★★★
★★★★★
Conversational sales and marketing platform to meet with VIPs in real time

Qualified is a Conversational Marketing platform that helps to meet with VIPs in real-time using live chat, chatbots, voice calls, and screen sharing. It allows buyers and sales reps to connect through real-time website conversations.

Highlights
Top Business Usecases : Engagement management,Engaging and following up,Account management
Top Features : Alerts: popups & Notifications,Personalization,Bot
Qualified Icon

Vendor: Qualified.com

Company Size: 11-50

HQ Location: 650 Delancey Street, Suite 422, San Francisco, CA 94107, US

Financials: Seed

Acquire™

Acquire: Realtime Customer Support

4.60

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Acquire™

4.60
★★★★★
★★★★★
Acquire: Realtime Customer Support

Acquire™ is an omnichannel Customer Engagement platform providing enhanced digital customer experiences through its unified customer view of all digital transactions, enabling ease of tracking and instant response through its real-time communication tools. It is accessible on all devices and scalable for use in large enterprises as well as in small and medium size businesses.

Highlights
Top Business Usecases : Collaboration,Engagement management,Engaging and following up
Top Features : Recording,Bot,Personalization
Acquire™ Icon

Vendor: Acquire

Company Size: 51-100

HQ Location: 133 Kearny St, San Francisco, CA 94108, US

Financials: Seed

Conversocial

Customer Experience built for Messaging Channels

4.57

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Conversocial

4.57
★★★★★
★★★★★
Customer Experience built for Messaging Channels
Highlights
Top Business Usecases : Engagement management,Engaging and following up,Social media management
Top Features : Bot,Personalization,Dashboard
Conversocial Icon

Vendor: Conversocial

Company Size: 101-250

HQ Location: 3 West 18th Street, 8th Floor New York, NY 10011, USA

Financials: Series A

SentiOne

Social media monitoring features - SentiOne

4.57

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SentiOne

4.57
★★★★★
★★★★★
Social media monitoring features - SentiOne

SentiOne is a conversational AI platform that helps to boost the customer service from social listening tool to AI conversational voice bots and chatbots. It helps to improve digital and social presence and build brand awareness.

Highlights
Top Business Usecases : Engagement management,Engaging and following up,Social media management
Top Features : Personalization,Alerts: popups & Notifications,Bot
SentiOne Icon

Vendor: SentiOne

Company Size: 51-100

HQ Location: Gdansk, Pomorskie

Financials: Private

Userlike

Live chat software to help your business win and nurture customers across messaging channels.

4.56

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Userlike

4.56
★★★★★
★★★★★
Live chat software to help your business win and nurture customers across messaging channels.

Userlike is a live chat software for website and mobile support which helps the end customers when and where it matters. It offers various customization options that let companies match the look, feel and logic of the live chat box to the website's design.

Highlights
Top Business Usecases : Engagement management,Helpdesk management,Engaging and following up
Top Features : Widgets,Dashboard,Alerts: popups & Notifications
Userlike Icon

Vendor: Userlike

Founded: 2011

Company Size: 11-50

HQ Location: Cologne / Germany

Financials: Seed

Drift

Revenue Acceleration Platform for personalized customer experiences

4.51

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Drift

4.51
★★★★★
★★★★★
Revenue Acceleration Platform for personalized customer experiences

Drift is a conversational marketing platform. Its AI enabled bot engine provides marketing automation for your website by providing expert sales rep like answering experience for buyers.

Highlights
Top Business Usecases : Engagement management,Engaging and following up,Playbook creation
Top Features : Bot,Personalization,Alerts: popups & Notifications
Drift Icon

Vendor: Drift

Founded: 2014

Company Size: 251-500

HQ Location: 222 Berkley Street, 6th Floor, Boston, Massachusetts 02116, US

Financials: Series C

Octane AI

Drive conversions with personalized Facebook Messenger and SMS marketing

4.51

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Octane AI

4.51
★★★★★
★★★★★
Drive conversions with personalized Facebook Messenger and SMS marketing

Octane AI is an all-in-one platform for quizzes, Facebook messenger and SMS automation, and opt-in tools. It helps to improve the customer experience, increase sales and revenue.

Highlights
Top Business Usecases : Engagement management,Engaging and following up,Advertisement
Top Features : Personalization,Gamification,Contests/quizes
Octane AI Icon

Vendor: Octane AI

HQ Location: 1266 Harrison St, San Francisco, California US

Verloop

Verloop - Sign up now to boost your Customer Experience.

4.49

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Verloop

4.49
★★★★★
★★★★★
Verloop - Sign up now to boost your Customer Experience.

Verloop is an automation platform designed to offer customer support and engagement. It helps businesses deliver customer support, generate more leads, qualify leads, push relevant offers and more.

Highlights
Top Business Usecases : Generation of new leads,Engagement management,Helpdesk management
Top Features : Bot,Ticketing,Personalization
Verloop Icon

Vendor: Verloop

Company Size: 11-50

HQ Location: #3582, 2nd Floor, 13 G Main Road, 4th Cross, Indiranagar 2nd Stage, Bangalore , Bangalore, Karnataka 560008, IN

Financials: Series A

Intercom

The Modern Business Messenger to Communicate

4.45

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Intercom

4.45
★★★★★
★★★★★
The Modern Business Messenger to Communicate

Intercom is a Chatbots Software. Intercom is a customer support platform that utilizes user intelligence and behavioral targeting to help businesses better understand, improve, and benefit from customer communication. The software gives insights into who is using the product and provides tools to send personal communications. Intercom cn be utilized to send targeted, in-app messages and behavior-driven emails.

Highlights
Top Business Usecases : Engagement management,Engaging and following up,Helpdesk management
Top Features : Personalization,Bot,Ticketing
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Vendor: Intercom

Company Size: 501-1000

HQ Location: 55 2nd Street, 4th Floor, San Francisco, California 94105, US

Financials: Series D

Whisbi Platform

Whisbi: Conversational Sales & Marketing Platform

4.45

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Whisbi Platform

4.45
★★★★★
★★★★★
Whisbi: Conversational Sales & Marketing Platform

Whisbi Platform is a conversational commerce solution designed for live engagement and sales conversion. It connects brands to their web audience in a seamless and new way and combines the benefits of an open B2C webinar with a chat.

Highlights
Top Business Usecases : Engagement management,Engaging and following up,Rating and review management
Top Features : Personalization,Recording
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Vendor: Whisbi

Founded: 2008

Company Size: 101-250

HQ Location: C/Calabria nº 169, 10th floor, 08015 Barcelona.

Financials: Private

Zoho SalesIQ

Hassle-free live chat for customer support & business growth

4.39

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Zoho SalesIQ

4.39
★★★★★
★★★★★
Hassle-free live chat for customer support & business growth

Zoho SalesIQ is a live chat customer support software for website and visitor tracking. It helps to increase sales and revenue and improve ROI.

Highlights
Top Business Usecases : Engagement management,Engaging and following up,Collaboration
Top Features : Personalization,Alerts: popups & Notifications,Dashboard
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Vendor: Zoho Corporation

Founded: 1996

Company Size: 1001-5000

HQ Location: 4141 Hacienda Drive, Pleasanton, California 94588, USA

Financials: Private

Freshdesk Messaging

Messaging platform that makes chat easy for today's digital customers

4.39

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Freshdesk Messaging

4.39
★★★★★
★★★★★
Messaging platform that makes chat easy for today's digital customers

Freshdesk Messaging (formerly 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.

Highlights
Top Business Usecases : Engagement management,Engaging and following up,Helpdesk management
Top Features : Bot,Ticketing,Personalization
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Vendor: freshworks

Founded: 2010

Company Size: 1001-5000

HQ Location: 1250 Bayhill Drive, Suite 315, San Bruno, CA 94066

Financials: Series G