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Live Chat Software 2021: Buyer’s Guide

Live Chat software offers the most personalised medium for customers to engage with customer service agents. The software enables real time response to customer queries so their questions are answered instantly. Live Chat software is playing a major role in helping organisations to boost their customer experience and improving customer satisfaction.

Millennial customers are more likely to prefer text over email and phone and this makes Live Chat more attractive as a customer engagement platform. Customer service representatives get to understand customers' tone and sentiment and adjust their responses accordingly. Learn how Live Chat can revolutionize customer engagement and how to choose the right Live Chat software.

Updated By Cuspera

Last updated: Sep 6, 2021

Live Chat Software 2021: Buyer’s Guide

What is Live Chat Software?

Live Chat Software is an online software that enables customers to communicate with customer service representatives in real-time. Businesses are increasingly using Live chat as a channel to engage with website visitors. This is also used to initiate conversations with first-time website visitors as well as interact with returning customers. With Live Chat, customers need not depend on phone or email to get in touch with the business and it offers more immediate response and solutions to customer queries and issues. It is a modern, continuous, and contextual way to drive more sales, close more deals, and retain customers for the long haul.

Live chat offers a more personalized customer experience compared to other channels like email, better brand interaction, a competitive edge, and a way to feel your customers’ pulse. Implementing a live chat solution helps to better understand customer journeys. It is beneficial to all marketing, sales, and customer support teams.

Which of these 180 Live Chat software fit your needs?

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180 Live Chat Software

Haptik

Virtual Assistant Platform enhancing customer experience and ROI

4.80

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Haptik Icon

Haptik

4.80
★★★★★
★★★★★
Virtual Assistant Platform enhancing customer experience and ROI

Haptik is an AI based Intelligent Virtual assistant platform enabling better customer experience and ROI at every stage of the customer lifecycle.

Highlights
Top Business Usecases : Engagement management,Engaging and following up,Customer feedback management
Top Features : Bot,Personalization,Intelligent assistant
Haptik Icon

Vendor: Haptik

Company Size: 101-250

HQ Location: Reliance Jio Infocomm USA, 3010 Gaylord Pkwy #150, Frisco, TX 75034, United States

Helpcrunch

HelpCrunch - Intelligent Customer Communication Platform ...

4.77

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Helpcrunch Icon

Helpcrunch

4.77
★★★★★
★★★★★
HelpCrunch - Intelligent Customer Communication Platform ...

Helpcrunch is a customer communication platform enabling Lead Generation and Sales, Customer Engagement and Customer support. It can be used by businesses of all sizes across the industry, and is available on mobile Android and iOS.

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

Vendor: Helpcrunch

Founded: 2014

Company Size: 11-50

HQ Location: 600 California St, San Francisco, CA 94108, USA

Financials: Seed

CometChat

It’s chat and so much more

4.75

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CometChat Icon

CometChat

4.75
★★★★★
★★★★★
It’s chat and so much more
Highlights
Top Business Usecases : Collaboration,Engagement management,Helpdesk management
Top Features : Widgets,White label
CometChat Icon

Vendor: Inscripts

Company Size: 51-100

HQ Location: 517-518 Shrikant Chambers,, V.N. Purav Marg, Chembur,, Mumbai, Maharashtra 400071, IN

Financials: Private

Chatra

Chatra live chat software

4.74

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Chatra Icon

Chatra

4.74
★★★★★
★★★★★
Chatra live chat software

Chatra is a live chat, chatbot, email, and social messaging app for big and small businesses to communicate with customers in real-time. It helps to increase sales and revenue and improve ROI.

Highlights
Top Business Usecases : Engagement management,Communication management,Engaging and following up
Top Features : Personalization,Alerts: popups & Notifications,Widgets
Chatra Icon

Vendor: Hotter Emails

Company Size: 2-10

HQ Location: 2200, Clarendon Boulevard, Arlington VA 22201, US

Financials: NA

Teckst

Enterprise Platform for Business Text and Mobile Messaging

4.66

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Teckst Icon

Teckst

4.66
★★★★★
★★★★★
Enterprise Platform for Business Text and Mobile Messaging

Teckst empowers enterprises to build one-on-one relationships with their customers by facilitating real-time business text messaging. It enables real time, human communication between brands and their customers. The application integrates seamlessly with CRM, allowing agents to respond directly to SMS and mobile messages within the current workflow.

Highlights
Top Business Usecases : Social media analytics,Social media management,Contact list management
Top Features : Ticketing,Dashboard,Alerts: popups & Notifications
Teckst Icon

Vendor: Teckst

Company Size: 11-50

HQ Location: 25 W 39th St, New York, 10018, US

Financials: Series A

Smartsupp

Free Live Chat for Websites | Online Chat Support

4.65

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Smartsupp Icon

Smartsupp

4.65
★★★★★
★★★★★
Free Live Chat for Websites | Online Chat Support
Highlights
Top Business Usecases : Contact list management,Engagement management,Contacts history
Top Features : Recording,Alerts: popups & Notifications,Personalization
Smartsupp Icon

Vendor: Smartsupp

Company Size: 11-50

HQ Location: Lidicka 20, Brno, South Moravia 602 00, CZ

Financials: Private

JivoChat

Live Chat Software for Websites

4.65

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JivoChat Icon

JivoChat

4.65
★★★★★
★★★★★
Live Chat Software for Websites
Highlights
Top Business Usecases : Engagement management,Engaging and following up,Rating and review management
Top Features : Widgets,Personalization,Recording
JivoChat Icon

Vendor: JivoChat

Company Size: 01-10

HQ Location: 1811 Silverside Rd, Wilmington, Delaware 19810, US

Financials: Private

Gist

getgist.com - All-in-One Email Marketing Automation, Live ...

4.64

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Gist Icon

Gist

4.64
★★★★★
★★★★★
getgist.com - All-in-One Email Marketing Automation, Live ...
Highlights
Top Business Usecases : Knowledge management,Engagement management,Engaging and following up
Top Features : Alerts: popups & Notifications,Bot,Widgets
Gist Icon

Vendor: Gist

Company Size: 01-10

HQ Location: 2035 Sunset Lake Road, Suite B-2, Newark, Delaware 1970, US

Financials: Private

Comm100 Live Chat

Comm100 Live Chat Software: Enable Real-Time Omnichannel ...

4.64

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Comm100 Live Chat Icon

Comm100 Live Chat

4.64
★★★★★
★★★★★
Comm100 Live Chat Software: Enable Real-Time Omnichannel ...

Comm100 Live Chat is a free basic live support software that enables businesses or organizations to communicate with their website visitors in real-time. It helps to acquire customers and increase sales and revenue.

Highlights
Top Business Usecases : Helpdesk management,Engagement management,Engaging and following up
Top Features : Personalization,Dashboard,Ticketing
Comm100 Live Chat Icon

Vendor: Comm100

Company Size: 51-100

Financials: Private

Tidio live chat

Tidio Live Chat | Free Livechat Solution

4.64

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Tidio live chat Icon

Tidio live chat

4.64
★★★★★
★★★★★
Tidio Live Chat | Free Livechat Solution

Tidio is a Live Chat boosted with bots to increase sales by skyrocketing customer engagement. It helps to increase sales and revenue and enhance customer relationships.

Highlights
Top Business Usecases : Helpdesk management,Engagement management,Generation of new leads
Top Features : Widgets,Bot,Personalization
Tidio live chat Icon

Vendor: Tidio

HQ Location: aleja Wojska Polskiego 81, Szczecin, Zachodniopomorskie PL

Chaport Live Chat

Chaport – Free Live Chat Support Software for Websites

4.61

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Chaport Live Chat Icon

Chaport Live Chat

4.61
★★★★★
★★★★★
Chaport – Free Live Chat Support Software for Websites
Highlights
Top Business Usecases : Engagement management,Contact list management,Engaging and following up
Top Features : Widgets
Chaport Live Chat Icon

Vendor: Chaport

Company Size: 11-50

HQ Location: ulitsa Yakova Eshpaya, Yoshkar-Ola, Mari El RU

Financials: NA

Acquire™

Acquire: Realtime Customer Support

4.60

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Acquire™ Icon

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

BirdEye

Online Review Management | Customer Review Software

4.79

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BirdEye Icon

BirdEye

4.79
★★★★★
★★★★★
Online Review Management | Customer Review Software

BirdEye is a customer experience platform designed for both Small Business and Enterprise to help enhance business, increase revenue and improve operations at scale. It helps the sales, marketing and the customer experience teams to create brand awareness on web, dominate search results, attract more reviews and track real-time review from the customers.

Highlights
Top Business Usecases : Rating and review management,Customer feedback management,Engagement management
Top Features : Feedback surveys,Dashboard,Ticketing
BirdEye Icon

Vendor: Birdeye

Founded: 2012

Company Size: 251-500

HQ Location: 250 Cambridge Ave Suite 103 Palo Alto, CA 94306

Financials: Series B

FocalScope responsive live chat

FocalScope - Responsive Live Chat Software And Help Desk ...

4.69

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FocalScope responsive live chat Icon

FocalScope responsive live chat

4.69
★★★★★
★★★★★
FocalScope - Responsive Live Chat Software And Help Desk ...
Highlights
Top Business Usecases : Helpdesk management,Engagement management,Engaging and following up
Top Features : Ticketing,Dashboard
FocalScope responsive live chat Icon

Vendor: Focalscope

Founded: 2007

Company Size: 1-10

HQ Location: New York, New York, United States

Financials: Private

Continually

Continually - Never miss a lead from your website. Convert more website visitors to customers by responding automatically.

4.68

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Continually Icon

Continually

4.68
★★★★★
★★★★★
Continually - Never miss a lead from your website. Convert more website visitors to customers by responding automatically.
Highlights
Top Business Usecases : Engagement management,Capturing leads,Generation of new leads
Top Features : Bot,Auto scheduler & reminder,Auto responder
Continually Icon

Vendor: Continually

Company Size: 1-10

HQ Location: 18 Ormeau Avenue, Belfast, Northern Ireland GB

Financials: Seed

Qualified

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

4.62

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Qualified Icon

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

NABD

Multi-Channel Customer Support Software and Help Desk ...

4.62

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NABD Icon

NABD

4.62
★★★★★
★★★★★
Multi-Channel Customer Support Software and Help Desk ...
Highlights
Top Business Usecases : Helpdesk management,Knowledge management,Engagement management
Top Features : Ticketing,Alerts: popups & Notifications,Dashboard
NABD Icon

Vendor: NabdSys

Company Size: NA

HQ Location: Egypt

Financials: NA

Hey Oliver

heyoliver - All-in-one Marketing Automation Software ...

4.60

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Hey Oliver Icon

Hey Oliver

4.60
★★★★★
★★★★★
heyoliver - All-in-one Marketing Automation Software ...
Highlights
Top Business Usecases : Engagement management,Campaign management,Engaging and following up
Top Features : Personalization,Alerts: popups & Notifications,Dashboard
Hey Oliver Icon

Vendor: Hey Oliver

Company Size: 11-50

HQ Location: 38, Byron Street, 503, Nicosia, Nicosia 1096, CY

LiveAgent

Help Desk & Live Chat Software

4.59

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LiveAgent Icon

LiveAgent

4.59
★★★★★
★★★★★
Help Desk & Live Chat Software

LiveAgent is a Helpdesk software for SMBs that can be used across industries such as Automotive, Marketing & Telco, Travel, SaaS and more. It can adapt to different business models such as Agencies, Enterprise, NGOs, Startups and others.

Highlights
Top Business Usecases : Helpdesk management,Knowledge management,Engagement management
Top Features : Ticketing,Recording,Personalization
LiveAgent Icon

Vendor: qualityunit

Company Size: 11-50

HQ Location: Vajnorska 100/A, Bratislava, Slovakia 83104, SK

Financials: Private

UseResponse

UseResponse - Customer Support Software

4.58

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UseResponse Icon

UseResponse

4.58
★★★★★
★★★★★
UseResponse - Customer Support Software

UseResponse is a cloud-based customer support solution that provides users with customer service tools and a social customer relationship management(CRM) solution. It helps to enhance customer relationships and build brand awareness.

Highlights
Top Business Usecases : Helpdesk management,Knowledge management,Customer feedback management
Top Features : Ticketing,Widgets,Personalization
UseResponse Icon

Vendor: UseResponse

Founded: 2015

Company Size: 1-10

HQ Location: 39 E. Broadway APT. B1 Long Beach, NY, 11561

Financials: Private

Gosquared Web Analytics

GoSquared: Award-winning Web Analytics and Live Chat software

4.56

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Gosquared Web Analytics Icon

Gosquared Web Analytics

4.56
★★★★★
★★★★★
GoSquared: Award-winning Web Analytics and Live Chat software

Gosquared is a digital analytics platform. It offers real-time website analytics which help to grow business. It helps to improve digital and social presence and also enhance customer relationships.

Highlights
Top Business Usecases : Engagement management,Communication management,Sending & publishing communications
Top Features : Dashboard,Personalization,Capture website
Gosquared Web Analytics Icon

Vendor: Gosquared

Founded: 2006

Company Size: 1-10

HQ Location: WeWork 145 City Road London United Kingdom EC1V 1AZ

Financials: Seed

Help Scout

Simple Customer Service Software and Education

4.55

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Help Scout Icon

Help Scout

4.55
★★★★★
★★★★★
Simple Customer Service Software and Education

Help Scout is a customer service software that empowers businesses with tools that serve people in the most human, helpful way. It helps to improve customer satisfaction.

Highlights
Top Business Usecases : Helpdesk management,Workflow management,Engagement management
Top Features : Ticketing,Personalization,Alerts: popups & Notifications
Help Scout Icon

Vendor: Help Scout

Company Size: 51-100

HQ Location: 100 City Hall Plaza, 5th Floor, Boston, MA 02108, US

Financials: Series B

HappyFox Help Desk

Help Desk Software | Customer Support Software | Support Ticket ...

4.55

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HappyFox Help Desk Icon

HappyFox Help Desk

4.55
★★★★★
★★★★★
Help Desk Software | Customer Support Software | Support Ticket ...

HappyFox Help Desk is a cloud-based helpdesk and customer support platform, HappyFox provides customer service teams with a robust ticket management system minus much of the management stuff. It provides solutions to businesses across various industries, including computer and software, education, travel and leisure, media and publishing, energy, retail, and more.

Highlights
Top Business Usecases : Helpdesk management,Knowledge management,Customer feedback management
Top Features : Ticketing,Alerts: popups & Notifications,Personalization
HappyFox Help Desk Icon

Vendor: HappyFox Inc.

Company Size: 11-50

HQ Location: 47 Discovery, Irvine, California 92618, US

Financials: Private

Deskpro

Helpdesk Software | Cloud or Self-Hosted, On ...

4.54

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Deskpro Icon

Deskpro

4.54
★★★★★
★★★★★
Helpdesk Software | Cloud or Self-Hosted, On ...
Highlights
Top Business Usecases : Helpdesk management,Communication management,Sending & publishing communications
Top Features : Ticketing,Templates,Alerts: popups & Notifications
Deskpro Icon

Vendor: Deskpro

Company Size: 11-50

HQ Location: 79 Hartfield Road, London, Wimbledon SW6 3JA, GB

Financials: Private