7 Best Live Chat Software: Why I Think These Are Gold

It all started when I noticed the constant ringing of the phone at our family business. There were questions, inquiries, order updates, you name it. No matter how hard we tried, there was always someone we couldn’t reach in time. I couldn’t help but think that there had to be a better way.

That’s when I decided to explore the best live chat software solutions. The idea seemed simple: give customers a faster, easier way to connect with us. But as I started researching, I quickly realized how many options were out there. Each promised to be the best, but which was right for us? I couldn’t make that decision without firsthand experience.

So, I rolled up my sleeves and dove in. I tested every live chat software I could find, setting up mock systems to see how they’d handle the questions we typically get. I simulated customer rush hours, explored integrations with the tools we already used, and even roped in my family to play the roles of customers and agents.

Some live chat platforms were clunky, and others felt like a dream. Some looked great on paper but crumbled under real-world pressure. Slowly but surely, I started to see the winners emerge. These live chat tools could truly transform how our business connects with customers.

And now, I’m here to share what I learned. If you’ve been wondering which live chat software could make life easier for your business and customers, you're in the right place. 

7 best live chat software I handpicked after testing

When I think about live chat software, I see it as more than just a chatbox on a website. It’s a real-time communication tool designed to bridge the gap between businesses and their customers. At its core, live chat software integrates with a website or application, creating a seamless channel for visitors to ask questions, get support, or even make purchasing decisions without leaving the platform.

From a technical perspective, I’ve found that most live chat tools work by embedding JavaScript widgets directly into web pages. These widgets serve as the customer’s interface while syncing with agents' backend dashboards to manage conversations. 

In my experience, modern live chat software often includes features like chatbot automation, AI-powered suggestions, detailed analytics dashboards, and integrations with customer relationship management systems or help desks. Some platforms even go a step further, offering omnichannel capabilities that allow agents to handle chats from the web, social media, and messaging apps like WhatsApp, all from a single platform.

The best live chat tools use lightweight code that won’t slow down the website, use cloud-based servers to maintain uptime and speed and support encrypted communication to safeguard user data. I’ve also noticed that many of these platforms provide application programming interfaces (APIs) and webhooks, making it easy for developers to customize workflows, trigger events, and seamlessly integrate with existing tools.

How I sifted through the options to find the best live chat software

When evaluating live chat software, I went beyond the basic features and dived into the technical aspects that affect performance, scalability, and how well it integrates with our existing systems. Here are the key technical factors I focused on:

• Integration capabilities: When choosing live chat software, I ensure it integrates seamlessly with our existing tech stack. This includes CRM systems (like Salesforce or HubSpot), help desk software (like Zendesk or Freshdesk), and e-commerce platforms (like Shopify or Magento). The software should offer APIs, webhooks, and pre-built connectors for these platforms. I also check for the ability to integrate with email marketing tools, analytics software, and payment gateways. For custom workflows, I evaluate if the software supports robust API documentation, SDKs, or middleware options to enable tailored integrations.
• Customization options: I ensure the live chat widget allows changes in colors, fonts, button styles, and greetings to align with our website’s look and feel. Beyond aesthetics, technical customization options like chat routing logic, user behavior triggers (e.g., automatic chat invitations based on time spent on a page), and chatbot scripting capabilities are vital. I also check for custom CSS/HTML options and support for multi-language chat interfaces to accommodate global users.
• Ability to handle increasing user demands: I analyze how well the live chat software handles high traffic volumes. This involves looking into server architecture and performance benchmarks. If it’s cloud-based, I investigate the hosting infrastructure (e.g., AWS, Google Cloud, or Azure) to understand its scalability mechanisms. I consider hardware requirements, database scalability, and whether the software supports load balancing to ensure consistent performance under stress for on-premise solutions. I also look for case studies or testimonials from companies of similar size or industry.
• Security: I check for data encryption (AES-256 or similar) for data in transit and at rest. The software should support multi-factor authentication (MFA) for agents and administrators. It’s essential to ensure the tool complies with industry standards and regulations like GDPR, HIPAA (for healthcare), CCPA (for California residents), or PCI DSS (if handling payment-related information). Features like IP whitelisting, session timeout controls, and secure chat archives also matter. Additionally, I confirm whether the vendor has security certifications like ISO 27001 or SOC 2.
• Analytics and reporting: I evaluate metrics such as chat volume, including peak times, geographic distribution, and the time spent per chat. Additionally, I assess agent performance by analyzing first response time (FRT), average resolution time, and chat satisfaction scores. Understanding customer journeys is equally important, revealing where users drop off or convert. I also prioritize integrations with tools like Google Analytics, Tableau, or Power BI to enable deeper data visualization. The ability to export reports in various formats, such as CSV or PDF, and automate reporting adds further value.
• Deployment: Depending on our infrastructure, I consider whether a cloud-based (SaaS) or self-hosted solution works best. I assess data residency options, uptime SLAs, and server redundancy for cloud-based solutions. With self-hosted solutions, I evaluate technical prerequisites like database requirements (e.g., MySQL, PostgreSQL) and server environments (Linux, Windows). I also check the availability of Docker images or Kubernetes deployments for easy scalability and management. Backup and recovery features are critical to ensure data integrity in both deployment models.
• AI integration: I consider whether the software includes chatbot features or allows integration with third-party AI solutions. The chatbot must support natural language processing (NLP) and machine learning to handle queries efficiently. I also consider training options for custom intents, the ability to seamlessly transfer chats from bots to humans, and compatibility with platforms like Dialogflow or IBM Watson.

When testing over 20 live chat software solutions, I carefully evaluated each one using the factors above to ensure the best fit for my needs. I assessed their integration capabilities with existing systems, customization options to align with branding, scalability to handle growth, and security features like encryption and compliance with regulations. I also analyzed their user interface for ease of use, mobile compatibility, deployment flexibility, and chatbot or AI integration. Performance metrics like uptime and latency were tested, along with analytics and reporting tools for actionable insights. After rigorous testing, I narrowed the list to the top solutions that excelled across these criteria.

To be included in the live chat software category, a product must:

• Enable instant messaging between customer service representatives and website visitors, offering seamless communication
• Provide chat windows that can either proactively initiate conversations or remain accessible on the website for potential inquiries

*This data was pulled from G2 in 2025. Some reviews may have been edited for clarity.  

1. Salesforce Service Cloud

Salesforce Service Cloud provides a comprehensive view of customer interactions, enabling businesses to deliver personalized and context-aware support. This feature helped our team to retain and engage customers.

I was impressed with Salesforce Service Cloud’s ability to generate precise reports and detailed Gantt charts, significantly improving project tracking and management. This capability helped us maintain clarity and meet deadlines efficiently.

I also appreciated how AI tools like proactive article suggestions and task automation enhanced agent productivity and customer satisfaction by addressing issues faster and reducing repetitive tasks.

Our team also enjoyed the ability to log time, attach files and emails, and leave both public and private comments within the platform. These features ensured seamless issue tracking and collaboration across teams.

We liked how the platform is backed by a responsive support system and extensive training resources, empowering us to maximize its potential and stay updated with new features.

I didn’t like how this live chat software lacked robust notifications for reopened cases. This caused delays in resolving recurring customer issues, especially when only the assigned agent was notified.

Our team found tracking activity hours for specific milestones in the Project Plan cumbersome, adding unnecessary complexity to workflows and wasting time. I also disliked how the mobile app has restricted features compared to the desktop version, which reduces its effectiveness for on-the-go support and management.

What I dislike about Salesforce Service Cloud:

• Tracking activity hours for milestones is frustrating. It feels unnecessarily tedious and slows me down when we need to stay productive.
• One of the most annoying things is how the system doesn’t notify the entire team when a closed case is reopened. It makes it hard to keep track of recurring customer issues.

What G2 users dislike about Salesforce Service Cloud:

“Even with the advancement of things like before saving flows, it seems like the architecture of some standard objects requires implementing triggers and classes to do things like complete entitlements when a case is closed. While not against this entirely, it does escalate the skill needed to maintain our workflows.”

- Salesforce Service Cloud Review, Jesús R.

2. Intercom

Intercom’s AI-powered chatbot significantly improved the efficiency of our business. It automated responses while maintaining a human-like tone, allowing us to handle large volumes of customer inquiries without hiring additional staff. Its ability to gather leads and manage inquiries helped us stay competitive in customer engagement. 

Our team also liked Intercom’s robust analytics tools that allowed us to track customer behavior effectively. These insights highlighted customer activity trends, making refining marketing and customer support strategies easier. We could pinpoint specific issues in customer journeys, reducing friction and increasing conversion rates. The visual representation of data helped our team in strategic decision-making by identifying areas for optimization.

I appreciated the help center that we could populate with articles, tutorials, and FAQs, enabling customers to find solutions independently. This reduced the workload on our support teams while improving customer satisfaction. We could also track the effectiveness of their help content and make data-informed improvements. 

I was impressed with Intercom's ability to segment customers based on behavior, demographics, or activity to provide precision in messaging campaigns. We could reach specific audiences with tailored messages, improving engagement and relevance. This capability boosted marketing ROI by ensuring communication resonates with the right audience. Advanced targeting options also allow for A/B testing, helping refine strategies over time. 

We’ve seen instances where Intercom lags or glitches, disrupting operations. These issues create frustration during peak times and affect customer interactions. The platform's reliability is otherwise high, but such occurrences can damage user trust. 

While the help center is valuable, we found the customization options limited, restricting us from fully branding support articles. The lack of flexibility created a less cohesive brand experience for our customers. 

While Intercom excels at automating user support, its customer service has room for improvement. Delayed responses to inquiries meant we couldn’t get immediate help. This issue affected us when we needed to solve time-sensitive issues. 

What I dislike about Intercom:

• While Intercom is reliable most of the time, there have been moments when it lags or glitches. During busy times, these hiccups can be frustrating and make us worry about our customers' experience.
• The help center is useful, but it doesn’t give me the flexibility to make it truly reflect my brand. I wish I could make it more visually appealing and polished without needing external tools.

What G2 users dislike about Intercom:

“When custom properties are pushed into Intercom (like company or contact data), things can get messy quickly. When editing workflows, chat campaigns, or rules, there's no indicator if the selected property is a company, contact, or any other property type. This makes it very time-consuming to set up and maintain automation and workflows. It also makes it harder to hand off admin responsibilities to another rep at the company.

Whenever I asked for practical insight into how to set up workflows or the AI bot, the only resources I got access to were case studies or blog posts that didn't talk about any specific ways to set up e.g. the handoff sequence of Finbot. I'd love to learn more about how other companies solve some of our challenges or have Intercom walk me through the setup. I eventually figured everything out, but it'd help to have more guidance during the first steps of adoption.”

- Intercom Review, Emil K.

3. Podium

I liked how Podium simplified customer communication through multiple channels, enabling us to maintain smooth interactions. It integrates messaging into one centralized platform, making it efficient for responding to customer queries without switching between apps. This centralization enhanced our team’s response times and ensured no message went unnoticed.

Podium combines SMS, webchat, and social media messaging into one dashboard. This omnichannel approach helped customers engage on their preferred platforms, improving accessibility and convenience.

Podium offers automation capabilities like bulk messaging and automated follow-ups. These features reduce our team’s manual workload and ensure timely communication, helping us maintain consistency in reaching out to customers.

One of Podium’s standout features is its ability to solicit and manage customer reviews. We used this functionality to build online reputation and gather insights from customer feedback. 

While Podium is versatile, its lack of deep integration with certain CRMs is limiting. This hindered workflows for us, leading to duplicated efforts in data entry.

Although the bulk messaging feature is a highlight, we found it cumbersome to set up and manage. This could reduce its effectiveness, especially when we rely heavily on this feature for marketing or notifications.

Clients can leave voicemails, but we have faced issues managing them effectively because of issues like disorganized message listings, where messages aren't displayed chronologically, making it difficult to locate specific communications without extensive searching. This limitation led to missed or delayed responses, which might frustrate customers.

What I dislike about Podium:

• I faced challenges with Podium's limited compatibility with the CRM our family business uses. Sometimes, we felt stuck doing extra data entry, which was frustrating and time-consuming.
• Managing voicemails on Podium can be a pain. It’s not as seamless as I’d like, and there have been times when I missed or delayed a response because of how tricky it is to navigate.

What G2 users dislike about Podium:

“While Podium offers helpful texting and messaging tools for customer communication, its service has significant drawbacks. Texting can be unreliable, and service interruptions are often blamed on the customer, even when they may result from Podium's third-party vendors. Setting up their phone system was challenging and far from streamlined, adding unnecessary frustration to the onboarding process.

In cases where issues arise, be prepared to invest considerable time—sometimes up to 8 hours—assisting Podium’s tech support in troubleshooting their software problems. For example, only one worked when they recently sent three cordless phones. After multiple troubleshooting attempts and hours of my time, they proposed using FaceTime to continue diagnosing the problem—a clear sign that the phones hadn’t been properly configured before shipment.”

- Podium Review, Joel S.

4. HubSpot Service Hub

I love how quickly HubSpot Service Hub converted emails into tickets. It ensured that every customer inquiry was logged and tracked without us having to manually input anything. This feature reduced the risk of missing important messages and kept our team accountable. 

Our team also tried the Breeze Customer Agent, training it with existing content and using it to deliver personalized interactions. I liked how it improved team performance with reporting and automated ticket resolution. 

Having everything in one place saved us time. With HubSpot Service Hub, we didn’t need separate tools for ticketing, live chat, or analytics. They’re all integrated into one platform. This saved us the hassle of managing multiple subscriptions or bouncing between different systems. 

I also found the dashboards in HubSpot Service Hub helpful for tracking performance. They provided a clear view of key metrics, like how quickly we respond to customers or how satisfied they are. Having this data at our fingertips allowed us to make informed decisions about where we need to improve.

 
While the platform was flexible in many ways, I found some limitations regarding advanced customization. There were times when I wanted to tweak specific features or workflows, but the system didn’t allow it. 

Finding specific information or sorting through data in HubSpot Service Hub was challenging. I found it hard to navigate the search feature as it often felt outdated or inefficient. This slowed our workflow, especially when hurrying to resolve a customer issue.

Although it didn’t happen constantly, occasional downtimes with HubSpot Service Hub were incredibly disruptive. Our team was left scrambling to keep up with customer inquiries when the system went down.

What I dislike about HubSpot Service Hub:

• While the features were powerful, the costs for scaling or adding advanced tools quickly increased, making it more suited for larger businesses with bigger budgets.
• Another pain point was searching for specific information or sorting data within the platform. The search functionality often felt outdated and clunky, slowing down our workflow.

What G2 users dislike about HubSpot Service Hub:

“I’d like to include dedicated ticket numbers in the subject of all incoming tickets. This would make tracking easier than the current system, where we must search on the contact card or within tickets. It would also help distinguish multiple conversations with the same customer. This way of working can sometimes confuse our customer support team.”

- HubSpot Service Hub Review, Lucas E.

5. Birdeye 

I liked how Birdeye consolidated feedback from multiple sources, making it easy for us to keep track of client sentiments. With everything in one place, I no longer had to chase reviews or sift through different platforms. 

The web chat functionality is a standout feature because it allows instant connections with customers from our website. This capability made our agents more accessible to clients with immediate questions. It also drove more inquiries directly, helping our business convert more leads. 

With Birdeye, we could easily manage email, SMS, and chat communication in one unified platform. This functionality lets us reach clients however they prefer without jumping between multiple tools. We also used Birdeye for localized marketing support. It helped us tailor marketing and communication efforts for specific locations without losing the overall brand identity. 

When we first started using Birdeye, we found the platform overwhelming due to the sheer number of features. We didn’t always have the time to go through detailed tutorials.

The analytics for certain features, such as email and SMS campaigns, didn’t always meet our expectations. I found the reporting tools somewhat limited and lacking in actionable insights. For example, it’s hard to analyze detailed performance trends over time. This limitation left us relying on external tools to fill the gaps in data. 

While the platform is user-friendly, I sometimes felt restricted in customizing it to fit our business's unique needs. The templates and features feel rigid and not always tailored to niche industries. This lack of flexibility can be frustrating when we want to fine-tune the user experience. 

What I dislike about Birdeye:

• When I first started using Birdeye, the number of features was a bit overwhelming. It took a lot of time to get familiar with everything.
• While the platform works well, I’m stuck with certain templates and features that aren’t fully adaptable to my needs. It would be great if there were more options to tailor reports and templates to fit the unique aspects of my business.

What G2 users dislike about Birdeye:

“Some of Birdeye's reporting is limited in creating custom reports necessary. The feature request function is slow-moving. This isn't typically a problem because many out-of-the-box features require little customization. However, one report here or there can be a daunting process to finalize.”

- Birdeye Review, John L.

6. Zendesk Support Suite

I love how Zendesk Support Suite’s live chat lets us communicate with our customers in real time. Whether they’re asking a quick question or need detailed assistance, we can respond immediately, which makes a huge difference in customer satisfaction.

One of the standout features is the ability to proactively engage customers through chat. I can set up triggers that automatically send chat invitations to customers based on their activity, like time spent on a specific page. This allows us to address their concerns even before they reach out, which has improved our conversion rates significantly.

What makes Zendesk’s live chat indispensable for me is its multilingual support. It helps us cater to a diverse customer base without hiring separate teams for each language. The built-in language capabilities ensure that we can provide personalized service.

I appreciate how the system automatically routes chats to the right agent based on predefined rules. For instance, technical queries go to our support specialists, while other team members handle general inquiries. This routing reduces wait times and ensures customers always speak to the most qualified person for their issue.

The live chat widget is highly customizable, allowing us to match it to our brand’s aesthetics and functionality needs. From color schemes to personalized greetings, we can design a chat experience that feels like a natural extension of our website.

Occasionally, we experience delays in receiving notifications for incoming chats. This has led to missed opportunities, as customers leave before we can respond. It’s frustrating because a live chat system is only as good as its ability to keep up in real-time. 

The offline chat experience feels a bit rigid. While customers can leave messages when we are unavailable, the lack of customization for these forms makes the interaction less engaging. I wish we could personalize the offline experience to match the live chat’s level of interaction and branding.

Zendesk’s live chat lacks built-in video or voice call integration. While text chat works well for most queries, there are times when face-to-face or voice communication would be more efficient. This limitation sometimes forces us to rely on external tools to bridge the gap.

What I dislike about Zendesk Support Suite:

• Sometimes, we miss chats because of delayed notifications. It’s frustrating when a customer reaches out but leaves before we can respond.
• When we are unavailable, customers can leave messages, but the offline chat forms are too basic. I wish we had more control to customize these forms to make them more engaging and informative, especially since first impressions matter, even when we are not online.

What G2 users dislike about Zendesk Support Suite:

“What I dislike is there are no options to duplicate the ticket and no features for dependency tickets to make it a child ticket.”

- Zendesk Support Suite Review, Patrick F.

7. Qualified

Qualified's live chat software excels at reaching visitors at the perfect moment by triggering chats based on user behavior. We liked how this proactive approach ensures conversations happen when visitors are most engaged, increasing the likelihood of conversion.

I appreciate how the platform allows for highly personalized chat flows, enabling businesses to craft messaging based on visitor data like browsing history or company information. Our team was impressed with how this personalization added a human touch, making conversations more relevant and meaningful.

The real-time data provided by Qualified gave our sales teams critical insights before engaging in a chat. Knowing a visitor’s account details, interests, and previous interactions allowed us to have more strategic and productive conversations.

I liked how this live chat software is designed with sales conversion in mind, offering features like meeting scheduling directly within the chat. This functionality helped us turn live conversations into actionable next steps.

However, setting up and managing advanced chat flows can feel overly complex for non-technical users. While the platform offers powerful customization, we found the backend interface a hurdle.

Although customization options are strong, we’ve found them limiting for unique or highly specific use cases. We wish they offered more granular control over chat design and functionality.

What I dislike about Qualified:

• While the platform is powerful, some more advanced features take much time to figure out. It’s not always intuitive, and we’ve had to spend extra time learning to set up certain workflows.
• We wish there were more flexibility in how the live chat looks and operates for specific use cases. Sometimes we need to tweak things beyond what’s currently allowed, and it feels like the existing options box us in.

What G2 users dislike about Qualified:

“It would be nice if the offers feature had more customizability, like adding images and video. The separation between leads and meetings booked based on pounces by reps and inbound bot engagement would also be great data to have.”

- Qualified Review, Eva C.

Live chat software: Frequently asked questions (FAQs)

1. What is the best free live chat app?

Based on my hands-on testing, Intercom, Zendesk Support Suite, and Zoho Desk are the best free live chat apps. 

2. What are the best live chat solutions for websites?

Salesforce Service Cloud, Intercom, Podium, and HubSpot Service Hub offer the best live chat solutions for websites. 

3. What is the best free live chat app for customer support?

Intercom, Zendesk Support Suite, and Zoho Desk are the best free live chat apps for customer support. 

4. What is the best live chat software for small businesses?

Intercom, Zendesk Support Suite, Zoho Desk, Tidio, and HubSpot Service Hub are the best live chat software solutions for small businesses. 

5. What is the best live chat tool for e-commerce?

Based on my testing, Salesforce Service Cloud, Intercom, and Podium are the top live chat tools for e-commerce businesses.

Time to elevate customer support

After diving headfirst into live chat software, I’ve come away with a whole new appreciation for how powerful these tools can be. The right live chat software helps you create meaningful connections with customers, solve their problems quickly, and make your business more efficient. Testing these platforms gave me clarity on what works, what doesn’t, and how even small tweaks can make a big difference.

I hope this list helps you find the perfect fit for your business, whether you’re looking to handle a rush of questions, boost sales, or make life easier for your team. The tools I’ve shared here stand out for a reason. They’re built to work for real businesses with real challenges. So take a look, try them, and see which one feels like it was made just for you. 

Want to create an editable repository of service-related information? Check out the best contact center knowledge base software solutions that can help.