Providing exceptional customer service hinges on the ability to communicate instantly and effectively. Live chat software fulfills this need, allowing businesses to connect with website visitors and customers in real-time.
This transformative technology has become a cornerstone across industries such as e-commerce, customer service, and education, where it enhances customer experiences and streamlines communication.
We’ve pulled together top solutions based on third-party reviews, customer validation, and our own product expertise for this guide to the top live chat software tools for B2B marketing and sales. But first, some background on what chat can do and how to evaluate the top tools for your live chat needs.
Why Live Chat Matters
Live chat software is more than a convenience — it’s a strategic tool for businesses aiming to meet modern customer expectations. Here’s why it stands out:
- Improved Customer Satisfaction: Instant assistance fosters loyalty and enhances customer experiences.
- Increased Conversions: Timely interactions address customer concerns, boosting sales potential.
- Cost-Effective Support: Teams can handle multiple conversations at once, lowering operational costs.
- Valuable Insights: Chat logs and analytics offer data on customer behavior and preferences.
- 24/7 Availability: Round-the-clock support ensures customers can get help anytime.
Business Benefits of Live Chat Software
Top live chat solutions offer features that maximize these advantages, including:
- Real-Time Communication: Engage with customers immediately, solving problems as they arise.
- Proactive Customer Service: Reach out with targeted messages to prevent cart abandonment and increase sales.
- Seamless Integration: Combine live chat with CRM systems, e-commerce platforms, and help desk tools.
- Data and Analytics: Gain insights into customer needs, agent performance, and common questions to refine strategies.
- Customization: Match the chat interface to your brand’s style for a consistent experience.
- Automation: Use chatbots to manage routine inquiries, reserving human agents for complex issues.
- Multi-Channel Support: Extend reach by integrating live chat with messaging platforms and social media.
The 10 Best Live Chat Software Apps
Live chat software has become essential for businesses seeking to enhance customer engagement and optimize online operations. In the following sections, we’ll explore the top live chat software providers and their unique capabilities, helping you find the best fit for your business needs.
1. ZoomInfo
ZoomInfo Chat is a data-driven live chat solution designed to enhance website engagement and streamline the sales process. By leveraging ZoomInfo’s extensive B2B go-to-market intelligence platform, ZoomInfo Chat enables businesses to identify and connect with high-quality leads in real time. This ensures that prospects are efficiently routed to the appropriate sales representatives based on factors such as priority, availability, geography, or account ownership.
A key feature of ZoomInfo Chat is its ability to connect sales teams with comprehensive insights into website visitors. This includes advanced firmographics, human-verified company information, buyer intent signals, and relevant company news, enabling more personalized and effective conversations with potential customers.
ZoomInfo Chat also incorporates an in-line calendar feature, allowing prospects to book meetings with sales teams directly during the chat interaction. This immediate scheduling capability helps capture intent at its peak, reducing the time between initial engagement and follow-up.
Integration with existing technology stacks is another strength of ZoomInfo Chat. It offers real-time notifications through platforms like Slack and Microsoft Teams, enabling sales teams to respond promptly when target accounts visit the website.
For businesses aiming to elevate their website engagement and optimize the sales funnel, ZoomInfo Chat provides a comprehensive solution that combines real-time visitor interaction with deep data insights, facilitating more meaningful connections and expediting the sales process.
Key Features:
- Intelligent Lead Routing: Directs high-quality leads to the appropriate sales representatives based on predefined criteria.
- Comprehensive Visitor Insights: Offers detailed information on visitors, including firmographics and buying intent data.
- Integrated Meeting Scheduler: Allows prospects to schedule meetings during chat interactions seamlessly.
- Real-Time Notifications: Provides instant alerts through platforms like Slack and Microsoft Teams for prompt engagement.
- Seamless Integration: Ensures compatibility with existing tools and workflows for efficient operation.
Learn More about ZoomInfo Live Chat
2. Salesforce Service Cloud
Salesforce Service Cloud integrates customer support tools into a unified system, offering a 360-degree view of customer data. This platform empowers teams with AI-powered insights, self-service options, and multi-channel support to improve efficiency and customer satisfaction.
Key Features:
- AI insights for better decision-making
- Comprehensive customer data for personalized service
- Multi-channel support, including chat and social media
- Self-service tools for reduced support workloads
Learn More about Salesforce Service Cloud
3. HubSpot Service Hub
HubSpot Service Hub combines customer service tools with HubSpot’s CRM for a unified customer experience. With AI-powered features, an omnichannel help desk, and self-service capabilities, this platform helps teams efficiently manage customer interactions while scaling support efforts.
Key Features:
- AI-powered support for efficiency
- Omnichannel help desk for streamlined task management
- Self-service tools to empower customers
- Data-driven insights for strategic improvements
Learn More about HubSpot Service Hub
4. Intercom
Intercom uses AI to enhance customer support with features like 24/7 AI agents, real-time agent assistance, and task automation. Its omnichannel capabilities and integrated workflows make it a robust solution for businesses seeking efficiency and scalability.
Key Features:
- AI agent for instant customer support
- Real-time data access for agents
- Integrated workflows to streamline operations
- Multi-language support for global customers
5. Tidio
Tidio is a customer service platform offering live chat and AI-powered chatbots for real-time engagement. Designed for SMBs, its Lyro chatbot delivers personalized customer support at scale, enhancing interactions without adding staff.
Key Features:
- 24/7 live chat widget
- AI-powered chatbots for increased sales opportunities
- Multi-language support for diverse customer bases
- Cross-platform integration for unified communication
6. Drift
Drift’s Conversation Cloud enables personalized buyer engagement at every stage, from marketing to post-sales. Its AI-powered tools help streamline interactions, strengthen relationships, and improve pipeline generation.
Key Features:
- Real-time conversational marketing and sales tools
- AI-powered insights to prioritize high-value leads
- Unified platform for team collaboration
- Automated workflows for efficient engagement
7. Qualified
Qualified aids inbound pipeline generation with AI-driven tools like live chat, voice, and chatbots. Its Pipeline Cloud focuses on connecting sales teams with high-potential buyers at critical moments.
Key Features:
- Live chat, voice, and video capabilities
- Automated pipeline generation with 24/7 chatbot support
- Buyer intent analysis for targeted outreach
- Salesforce integration
8. Podium
Podium combines AI-powered lead management with multi-channel communication, including SMS and web chat. Its review management tools help businesses improve visibility and engagement with potential customers.
Key Features:
- AI-powered lead responses for faster engagement
- Multi-channel communication from a centralized dashboard
- Tools for gathering and managing customer reviews
- Text-based payment processing for convenience
9. Freshdesk
Freshdesk centralizes customer support requests across channels, offering automation and AI features for ticket management. It supports team collaboration, integrates with third-party tools, and provides detailed analytics for continuous improvement.
Key Features:
- Multi-channel ticketing system
- AI-powered ticket prioritization and automation
- Extensive app integrations for enhanced functionality
- Analytics for performance tracking
10. Zendesk Support Suite
Zendesk simplifies customer support with AI-powered workflows, customizable automation, and an extensive app marketplace. Its capabilities and multilingual support make it a versatile choice for global businesses.
Key Features:
- Support for consistent customer experiences
- AI tools for faster issue resolution
- Integration with 1,200+ apps for enhanced workflows
- Support for over 30 languages