Categories   >   Chatbots For Support
Last Reviewed: November 13th, 2024

Best Chatbots For Support Of 2024

What are Chatbots For Support?

Chatbots for Support, as the moniker suggests, are digital tools designed to provide automated support to customers. These AI-driven bots work around the clock to address customer queries, solve problems, and streamline addressing requests or complaints. They are critical in reducing the burden of large customer support teams and minimizing response times. Major benefits include near-instant responses, enhanced customer satisfaction, and substantial cost savings. Operating 24/7, these bots fill the gap when human support is off-duty. Most beneficial to customer-centric businesses like retail, banking, or healthcare, they offer a consistent level of support without tiring or wavering. However, they come with their share of challenges. Ensuring a human-like interaction and understanding complex requests can be tricky. Customization and compatibility with existing systems can also pose challenges. In summary, Chatbots for Support can be a game-changer for customer support, providing rapid, consistent, and efficient responses, boosting customer satisfaction, and reducing operational costs.

What Are The Key Benefits of Chatbots For Support?

  • 24/7 customer service
  • Instant query resolution
  • Reduces support costs
  • Eases load on staff
  • Consistent customer experience
  • Gathers customer insights
  • Automates repetitive tasks
  • Improves response time
  • Personalized customer interactions
  • Scales support operations
Read more

Overall

Based on the latest available data collected by SelectHub for 22 solutions, we determined the following solutions are the best Chatbots For Support overall:

Podium
Podium
Start Price
$0
Quote-based
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
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Key Features

  • Reviews: Receive notifications of new reviews in a single inbox for instant management. Integration with ERP, POS and CRM systems facilitates sending automated and customizable invitations to customers that help generate reviews. Monitor and compare company and competitor reviews to improve services. 
  • Automated Interactions: Strengthen customer engagement using an automated messaging system to interact with them. Send appointment reminders, request feedback and follow up on previous queries using SMS, Facebook Messenger and WhatsApp. 
  • Teamchat: Via one-on-one and group messaging, teams can discuss reviews, study customer questions and communicate developments through a centralized platform without needing emails, phone calls and other applications. 
  • Performance Analytics: Assess overall business performance. Its analytics package includes reports indicating key business metrics like leads generated, average site rating, total active conversations and reviews, median response time and more. 
  • Payments: Collect payments through options like Google Pay, HAS, Apple Pay, credit and debit cards, and bank transfers. Share payment links with customers via text messages. Incurs transaction fees for payments initiated. Provides instant refunds, invoices and fraud protection. 
  • Inbox: Organize customer conversations in a centralized location. View interaction history and customer profiles for context. Mark messages as read and unread, and allocate them to team members. Provides role-based permissions, customizable templates and automates responses. 
  • SMS Marketing Campaigns: Deliver brand-specific marketing campaigns via SMS. Evaluate their performance and results through the dashboard. 
  • Webchat: Use a chat widget on websites to initiate conversations, schedule appointments and answer queries. Customize it to add brand-centric greetings and avatars. Transfer conversations to different channels and auto-respond to FAQs. 
  • Video Chat: Personalize interactions by connecting with customers through secure video chat. Schedule virtual appointments, share screens and flip between selfie and regular mode.  
Pipedrive
Pipedrive
Start Price
$14.90
Annual, Monthly
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
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Why We Picked Pipedrive

Pipedrive is a sales and marketing management tool for small and medium businesses. It helps visualize the sales pipeline, track important activities and hold client conversations, with mobile access for greater productivity.

Even with its data exporting difficulties, filter complexity and non-intuitive email integration, the platform overall is easy to use. Integration with third-party software, such as Google Apps, Mailchimp and Zapier, along with a powerful API, increases its usefulness in enhancing business sales processes. Overall, it is a great solution for companies looking to streamline sales processes.

Pros & Cons

  • Sales Pipeline: 80% of reviewers referring to this aspect said the platform is good for keeping a close eye on deals at every stage and tracking individual progress to understand outcomes.
  • User Interface: Of the users mentioning the UI, 60% suggested that it’s functional and easy to use.
  • Mobile Application: 70% of the reviewers mentioning the mobile app stated that it makes Pipedrive easy to use anytime, anywhere.
  • Integrations: The platform helps users work seamlessly, with integrations for customer acquisition, goal achievement, application sync and more, as stated by 40% of reviews about integrations.
  • Data Exporting: Glitches and a lack of control make data querying and extraction slow, according to 50% of those who mentioned the exporting tool.
  • Filters: Filtering is complex, and 40% of users who referenced it stated it could improve in terms of usability and design.
  • Browser Extensions and Email Integration: Email integration, browser extensions and workflow automation are dated and not user-friendly, according to 70% of reviews on these features.
  • Expensive: 60% of users who reviewed pricing suggested that the features are overpriced in comparison to the competition’s products.

Key Features

  • Lead Management: Includes a product catalog, lead import tools and deal probability, in addition to visual pipelines. A color-coded feature called “rotting” uses different colors to represent how hot or cold a lead is, providing visibility into which leads require follow-up or are best to pursue. 
  • Contact Management: Import contacts from a previous CRM or spreadsheets, or sync from Microsoft or Google. Once in the system, contacts are stored as organizations and people, which can be attached to deals. Record and access a history of interactions to clarify where things stand. View contact locations by adding Google Maps integration. 
  • Web Forms: Generate leads via web forms embedded on a company website or shared in emails and on social media channels. Customize fields to capture personal details specific to company needs. Configure where the leads appear (e.g., as a deal or contact). 
  • Leadbooster Chatbot: Collect and qualify leads 24/7. Route leads to a custom destination, such as a stage or sales rep. Calendar syncing lets leads book meetings with sales reps from within the chatbot conversation. 
  • Activity Management: Contains a scheduling tool, reminder notifications and a premade list of activity types, which can be configured based on company needs. 
  • Sales Forecasting: Pursue the best deals and effectively plan strategies for open deals. Access and customize different views: 
    •  Individual views provide in-depth details for sales reps. 
    •  Forecasting views let managers filter deals based on criteria like date started or product. 
  • Integration: Integrates with dozens of other apps, including Asana. Connects with platforms like Zapier and Automate.io, allowing further integration with tools like LinkedIn, Zendesk, Mailchimp, HubSpot, Jira, Salesforce, Dropbox and various G Suite tools like Gmail. 
  • Marketplace: Supports dozens of third-party plugins. Thumbs-up/thumbs-down ratings and user reviews help gauge how an app performed for other users. 
  • User Access Control: Set user permissions and determine how users log in, whether it’s via two-factor authentication or using a single sign-on (SSO) platform. Track the identity and location of anyone who logs in on a dashboard. Receive alerts when an unrecognized device logs in. 
  • Data Security: Features include data encryption, daily backups and GDPR compliance. Also provides a data protection officer and multiple certifications. 
Nextiva
Nextiva
Start Price
$20
Per User, Monthly
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
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Why We Picked Nextiva

Nextiva is a cloud-based platform that helps businesses communicate better with their clients. It offers SMS, chat, voice, video and surveys. The platform allows companies to provide improved customer service experiences. Users unanimously appreciate its usability. The customer support team is forthcoming and helpful according to most. Internet dependability is a major drawback witnessed by users. A huge chunk of users also complain about wait times. In short, organizations of any size looking for software that provides excellent phone services and affordable prices can give this a try.

Pros & Cons

  • Customer Support: Extremely helpful, friendly and knowledgeable customer representatives, according to 91% of users.
  • Cost: According to 90% of users who reviewed this pro, the software is affordable considering the services it offers.
  • Usability: 100% of users who mentioned the functionality said it’s easy to use.
  • Mobile App: Encounters technical glitches, according to 100% of users who reviewed the mobile app in particular.
  • Wait Times: According to 67% of users who reviewed this aspect, hold times are longer than usual.
  • Internet Dependability: 100% of users who mentioned this said the software heavily relies on high-speed internet connection.

Key Features

  • Mobile App: Connect with customers on the go. Stay in touch with customers, partners, employees and others, regardless of geographical locations. 
  • Web Conferencing: Enhance meetings by using unique and advanced tools. Access unlimited web conferencing to increase productivity and give prompt answers to customers. 
  • Team Chat: Send secure messages over a shared platform. Enable instant messaging, screen sharing, message history, video calls and more. Access it via iOS, Windows, macOS and Android platforms and allow up to 30 participants. 
  • Number Porting: Take your existing phone number and transfer it from the current carrier. Keep the existing number to ensure customers can connect without any hassle. 
  • Extension Dialing Number Change: Control and customize the extension numbering scheme for each location. Enable extensions from two to five digits. Decrease hold time for customers by allowing them to contact employees directly. 
  • Auto Attendant: Ensure customers don’t waste time. Play an instant automated greeting for customers to choose and connect with the correct department or individual. 
  • Advanced Call Routing: Determine the number of calls handled. Use a welcome message that lists extensions to ensure they speak with the appropriate individual. 
  • Call Analytics: Analyze historical data, ensuring informed and objective business decisions. Make predictions regarding future business opportunities and genuine connections with customers. 
  • Call Screening: Quickly identify spam and don’t waste time answering unwanted calls. Filter incoming calls by matching them to predetermined criteria. Use anonymous call rejection, private call rejection or number blocking to avoid spam callers. 
  • Call Recording and Rating: Access recordings directly from the reports. Listen, rate and share call recordings with team members. Create reports that organize and analyze company calls. 
  • Call Park: Place the call on hold or park it to continue conversing with a customer on a different telephone rather than disconnecting the call. 
  • Conference Bridge: Add a group of people to add to the phone call to facilitate collaboration. Listen to instructions and express options. 
  • Three-Way Calling: Increase productivity by taking two separate calls and turning them into one. Increase collaboration and efficiency, resulting in faster customer service. 
  • Conversational AI: Allow callers to describe the reason for calling in a preferred language rather than listening to a menu. 
  • SIP Trunking: Establish, modify and terminate multimedia sessions. Control voice, video and messaging applications required to converse with customers. 
  • Priority Alert: Make the phone ring differently based on particular contact and call information. Enable each priority alert to have a list of up to 12 numbers, a specific schedule and a holiday. 
  • Enhanced Voicemail Options: Add a personal touch to the customer service experience with a voicemail greeting. Send voicemails to another extension’s mailbox, enabling easy sharing of the voicemail with team members. Receive voicemail directly through email and access them whenever required. Read them in a text format instead of listening to the audio repeatedly by receiving it directly on the mobile phone. 
  • Live Chat: Offer customers the live chat option to connect with real human beings instead of bots. Enable instant responses to customer queries, reducing the time spent waiting endlessly for appropriate answers during chats. 
  • Unlimited Chat History: View customer conversations starting from their onboarding date. Ensure customers do not waste time by repeating information and become a part of their support team. 
  • Internal Chat: Allow employees to chat with one another using the same internal messaging tool. Communicate and collaborate with multiple team members without any hassle. 
  • Internal Wiki: Use help desk software to provide employees with the required information to respond promptly to customer queries. Enable employees to assist an increased number of customers while saving time and maintaining consistency. 
  • Faster Customer Assistance: Convert the chat into a case for a more extensive conversation. Activate chat/voice/email options in one place, allowing for better customer assistance. 
ChatBot
ChatBot
Start Price
$0
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
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Key Features

  • Templates: Create code-free conversational chatbots with ready-to-use, task-specific templates. Import, customize and automate easily using the drag-and-drop feature. Available in 10+ formats for marketing, sales and support. 
  • Data-Supported Analytics: Make better decisions with real-time analytics. Use reports, segments, archives and user data to measure performance, compile contact lists, analyze customer behavior, create personalized experiences, import leads into marketing software and more.
  • AI-Driven Interactions: Deliver consistent customer support via intelligent chatbots and self-service resources.
  • Interactive Messages: Configure chat widgets with features like images, quick replies, clickable buttons and carousels. Other settings include customizable logos, color-coding, machine learning, user segmentation and multimedia support.
  • One-Click Integrations: Add chatbots to websites and other messaging platforms to interact with existing and future customers. Supports integration with third-party applications like LiveChat, Slack, Facebook Messenger, Zapier and WordPress.
Drift
Drift
Start Price
$2,500
Monthly
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
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Why We Picked Drift

Drift streamlines business communications using live chat widgets, custom chatbots, videos and integrations. According to reviews, it offers a user-friendly platform, detailed reporting tools, useful lead routing and excellent customer support.
Users appreciated that it helps to generate leads and navigate complex sales. However, some users reported technical issues with push notifications and chats, and some considered the product expensive.
Overall, Drift is suitable for businesses seeking to improve and refine their customer engagement.

Pros & Cons

  • Usability: According to 90% of users who mentioned this aspect, the software is intuitive and easy to use.
  • Reporting: 73% of users who commented on this aspect said the reports are clear and detailed.
  • Multimedia Capabilities: According to 60% of users who reviewed this aspect, it’s easy to create, record and share videos.
  • Customer Service: 70% of users who reviewed this element said that customer support is attentive and professional.
  • Cost: According to 80% of users who mentioned this, the product is expensive, making it unaffordable for small businesses.

Key Features

  • Reports: Get detailed reports on website engagement, team performance, sales, response time, routing, leads acquired and other performance metrics.
  • Playbooks: Leverage automated message workflows that use IP data to create customized chat experiences for users, send targeted messages, run marketing campaigns, monitor site visitors and connect leads to teams.
  • API and Integration: Use the API to access bot features, sync contacts, enable permissions for agent information, support widget configurations and assist with data retrieval and deletion. Integrate with Hubspot, Salesforce, Zapier, Marketo and Clearbit.
  • Email Bots: AI-powered email bots manage email conversations with contacts, improve conversion rates, distinguish human email replies from autoresponders and route them to the right representatives, guarantee follow-ups, track responses and drive more pipelines.
  • Customer Data: Collate user data from third-party sources like Crunchbase, SixSense, and ZoomInfo to segment and personalize customer information. Collect and manage contact profiles with fields like visitor name, contact details, company name and industry.
  • Visitor Intelligence: Increase website engagement and personalize interactions using Visitor Intelligence. This visitor identification software records information shared by customers, like email address or location, and uses it to personalize customer interactions with the bot.
  • Live Chat: Connect with website visitors, capture leads, engage target accounts and manage conversations with multiple inboxes. Make internal notes and get conversational ratings on the website.
Intercom
Intercom
Start Price
$39
Per Seat, Monthly
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
Request Pricing Request Demo

Why We Picked Intercom

Intercom offers a comprehensive platform to manage communications and increase engagement, via chatbots, product tours, email campaigns, automated answers and more. Based on user reviews, the product offers an intuitive interface, excellent customer support and useful onboarding resources. Users appreciated that they can customize automated tasks and in-app messages.

Many reviewers also liked that they can assign conversations, use add-ons, send emails, send attachments and handle all customer outreach from a single platform. However, some users mentioned that the product is expensive and has limited reporting capabilities. All things considered, Intercom is a great solution for businesses in need of a complete communications platform.

Pros & Cons

  • Usability: The platform is easy to use, straightforward and intuitive, according to 94% of users who commented on this aspect.
  • Customer Support: According to 74% of users who mentioned this, support reps are knowledgeable and helpful.
  • Training: Of the total users who commented on this feature, 90% liked the onboarding resources, training guides and simplicity of navigation.
  • Communication: 90% of users who commented on this appreciated being able to answer a high volume of questions, customize bots, automate responses and organize conversations.
  • Value for Money: The pricing is hard to understand and skews expensive, according to 100% of users who mentioned this.
  • Reporting: According to 67% of users who reviewed this feature, internal reports are limited and inaccurate.

Key Features

  • Mobile Carousels: Manage communication with a customizable, code-free interface on a single or multiple screens. Request device permissions, add deep links, send dynamic carousel messages, open URLs, start conversations in the messenger and give users the option to chat with support. 
  • Team Messaging: Organize and respond to conversations on web, mobile and email and social channels from a central location. Create separate inboxes for support and sales, set permissions and use notes to collaborate on difficult questions.  
  • Product Tours: Create customizable interactive guides to orient new customers and explain products.  
  • Series Visual Campaign Builder: Use a drag-and-drop visual campaign builder to create behavior-based customer messaging campaigns. Send in-app and in-product messages and make feature announcements. Adjust paths for wait time, message type and unique tags. 
  • Conversational Support: Manage, route and prioritize conversations. Automate answers to common questions with the Resolution Bot. Customize user experience with intelligent chatbots based on customer behavior. 
  • Customer Data: Track unique business and customer data, like business type, location, pricing plan, product type and spend. Integrate data from a tech stack to personalize interactions and keep information up to date.
ActiveCampaign
ActiveCampaign
Start Price
$9
Monthly
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
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Why We Picked ActiveCampaign

ActiveCampaign provides cloud-based marketing services to businesses of any size. It’s easy to use and offers a wide range of features, along with robust automation and campaigning capabilities. The system integrates with all major platforms. Most users also find the customer support team as well as the training materials to be helpful.
However, it takes time to learn the intricate features thoroughly. Reviews also state the system suffers from glitches and the interface could be more user-friendly. Businesses that need a system that caters to CRM as well as marketing needs, and that have the ability to leverage its complex functionality effectively, should consider this as a solid choice.

Pros & Cons

  • User-Friendly: Everyone referencing this aspect states the software is easy to use.
  • Automation: It helps run customer and lead campaigns, triggered automatically based on set specifications, note 98% of reviewers referring to this feature.
  • Customer Support: The support team is easy to reach and very responsive, according to 93% of reviewers talking about this aspect.
  • Functionalities: Every user mentioning features states the system offers robust capabilities including client onboarding, lead funnels, newsletters, contact tracking and more.
  • Email Campaigns: In the view of 85% of reviews about this feature, it’s easy to send weekly emails, replicate earlier emails and develop templates for other uses.
  • Integration: Connecting with Zapier and other platforms makes it easy to transfer leads, according to 88% of reviewers referencing integration.
  • Help Resource: Everyone mentioning training reports there are helpful tutorials and webinars.
  • Learning Curve: According to 77% of reviewers talking about training, it’s tough and time consuming to learn the platform.
  • Glitches: Every user mentioning this aspect notes it can be glitchy at times and quite slow to load during peak business hours.
  • Interface: The interface is slow and not very intuitive, according to 62% of reviewers referencing this aspect.

Key Features

  • Dynamic Content: Keep content fresh and personalized by automatically changing email content depending on where a lead is in the buyer’s journey. 
  • Email Marketing: A robust and fully-featured suite offers broadcasting, triggered and targeted emails, funnels, and robust integrations with popular social media and e-commerce platforms. Also offers: 
    • Drag-and-Drop Builder: Create and automate campaigns with ease. 
    • Scheduled Emails: Enables scheduling emails for specific dates and times. 
    • Email Autoresponders: Enables sending welcome emails, starting a welcome series or delivering lead magnets automatically. 
  • Segmentation: Target specific groups within the contacts list to be more personal in emails and engage people with the right information. 
  • CRM: Notify the sales team, update deals, create tasks and nurture leads automatically. Scores leads, passes off highly-qualified targets to sales and integrates with popular email providers. 
  • Advanced Reporting: Offers custom reporting features, including custom KPIs, sales reporting, tag counting and robust segmentation. Gives insights into email performance. Split testing can also be used to get email opens, clicks and buys. 
  • Fast Training: Schedule one-on-one appointments with the company’s customer service team to help teams get up to speed with training. A series of robust webinars and user docs are available. 
  • Migration Services: Receive assistance migrating from another marketing automation product. Services include contact list and tag import, form recreation, workflow recreation, and email template recreation. 
  • Powerful Integrations: Integrates with PayPal, Stripe, Shopify, WooCommerce, BigCommerce, Facebook, Google Analytics and more than 250 other apps including payment processors, membership websites and e-commerce stores. 
  • Audience Segmentation: Allows personalized messages by adding tags to segments. Tags can be based on purchase history, geographic location, time since last purchased, personal interests and more. 
  • Geo-Tracking: Automatically capture a contact’s location for geo-targeted email marketing campaigns. 
  • Site Tracking: Pulls data in from other websites to assist in tracking the customer’s activity. 
  • Social Sharing: Gives insights into performance on social platforms and enables greater audience engagement. 
  • Split Testing: Try different email subject lines, body copy and more to increase and optimize campaign conversion rates. Add up to five variations for a single campaign. 
  • SMS Marketing: Automate SMS marketing to send notifications and campaigns such as appointment reminders, flash sale notifications and more. 
  • Conversation Features: Provides: 
    •  Live chat to facilitate capturing leads and creating contacts from the website. Includes customizable auto reply, custom branding, contact creation and triggered automations. 
    •  A unified inbox to connect conversations with customers. 
  • Predictive Sending: Automate emails using machine learning algorithms. It ranks the hours in a day based on a contact’s open time and uses these recommendations to schedule an optimal send time. 
  • Contact and Lead Scoring: Sends notifications when leads are getting hot, with automatically triggered email notifications and task assignments based on lead score changes. Helps follow up with deals that are most likely to close. 
  • Win Probabilities: Calculates the conversion chance for a specific lead, giving foresight into lead behavior. 
Bitrix24
Bitrix24
Start Price
$39
Monthly
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
Request Pricing Request Demo

Why We Picked Bitrix24

Bitrix24 is a collaboration platform that handles various tasks such as communications, notifications, subscriptions, reporting, workflow management and more. Automation, customization and integrations are a few noteworthy features. However, reviews noted that there are too many features and that the platform isn’t user-friendly. In addition, users found customer support unhelpful. Overall, it has all the basic CRM features along with extras like project management not always found in CRMs. That, along with a free subscription, makes it a good choice for companies on a tight budget.

Pros & Cons

  • Budget-Friendly: 87% of users mentioning this aspect suggested that the software is inexpensive and fits well for any size organizations, providing good value for the price.
  • Workflows: It automates many tasks to make work easier, according to 88% of reviews about workflows.
  • Report Generation: 64% of user reviews referencing this feature indicated the reporting tool is useful.
  • Integration: The platform integrates all the necessary applications that users need, as observed by 67% of reviewers mentioning integration.
  • Customization: Users can customize Bitrix24 based on their needs, according to 66% of reviews mentioning customization.
  • Device Compatibility: It works well on all kinds of devices and various digital networks, according to 75% of users who reference compatibility.
  • User Interface: 57% of users mentioning the UI said it was difficult to understand and use for daily operational tasks.
  • Customer Support: 100% of users who talked about support remarked that it wasn’t prompt and supportive in solving product-related queries.
  • Unnecessary Features: 50% of the users referring to capabilities noted the platform has many unnecessary features that never come to use.

Key Features

  • Pipeline Management: A kanban layout provides a visual view of your pipeline. The software supports custom deal stages and multiple pipelines. 
  • Campaign Management: This feature lets you build dynamic or static audience segments, run advertising campaigns on social networks, and set up campaigns across channels such as bulk mail and instant messaging. It includes campaign templates and metrics. 
  • Call Center Capabilities: Features include: 
    • PBX (private branch exchange) functionality for routing, queueing, voicemail, call transfers and forwarding, employee extensions, and recording.
    • Telemarketing features such as voice or SMS broadcasting, automatic call transcribing and callback requests.
    • Local numbers across more than 50 countries.
    • Integration with RingCentral and other VoIP tools.
  • Customer Support Tools: Post business hours, send canned replies, route and transfer conversations, and view client and supervisor ratings with a live support widget. A helpdesk feature provides tickets, SLAs, statuses and case priority. A multichannel contact center lets service teams provide email and telephone support, live chat, social media support and more. 
  • Document Management: Manage quotes and invoices, create custom documents, set up recurring invoices and build a product catalog. Documents support e-signature, and the kanban layout shows what stage invoices are at. Includes multi-currency support and tax capabilities, with accounting achieved via integrations with Xero and QuickBooks. 
  • Mobile Apps: Free iOS and Android apps are available. 
  • Self-Hosted Solution: The on-premise solution is a scalable platform offering: 
    • LDAP and Active Directory support.
    • Web clustering.
    • Multiple single sign-on (SSO) options and robust security features such as two-factor authentication and RSA encryption.
    • Modules for eLearning, a helpdesk and idea management, which aren’t available in the cloud version.
    • Access to the source code for full customization.
    • Deployment on any major server, including readiness for AWS deployment
    • 30-day trial.
LiveChat
LiveChat
Start Price
$20
Per User, Monthly
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
Request Pricing Request Demo

Why We Picked LiveChat

LiveChat is often praised for its user-friendly interface and ease of setup. It seamlessly integrates with various platforms and offers a wide range of customization options. One of its strengths is the ability to create automated chatbots, which can handle simple inquiries and free up agents for more complex tasks. LiveChat's analytics and reporting capabilities provide valuable insights into customer interactions, allowing businesses to optimize their support strategies. It compares favorably to similar products due to its comprehensive feature set, intuitive design, and robust reporting functionality. These factors are crucial for businesses seeking a reliable and efficient live chat solution.

However, some users have expressed concerns about occasional technical glitches and limited customization options for chatbots. Additionally, LiveChat's pricing can be a consideration for smaller businesses or those with limited budgets. Despite these minor drawbacks, LiveChat remains a top choice for businesses seeking a comprehensive and user-friendly live chat solution. Its strengths in ease of use, automation capabilities, and reporting functionality make it particularly suitable for businesses looking to improve customer support efficiency and gain valuable insights into customer interactions.

Pros & Cons

  • Seamless Customer Support: LiveChat enables real-time communication, allowing businesses to resolve customer queries promptly and efficiently, enhancing customer satisfaction.
  • Personalized Interactions: Agents can access customer history and context, facilitating personalized interactions that build stronger relationships and drive loyalty.
  • Increased Conversion Rates: LiveChat provides an opportunity to engage with website visitors proactively, addressing objections and guiding them through the conversion funnel.
  • Improved Team Collaboration: LiveChat fosters collaboration between agents, allowing them to transfer chats seamlessly and share customer information for effective problem-solving.
  • Comprehensive Analytics: LiveChat offers robust analytics that provide valuable insights into customer behavior, enabling businesses to optimize their live chat strategy and measure its impact.
  • Inconsistent Agent Availability: Users experience frustration when they are unable to connect with a live agent during critical moments, leading to unresolved queries and dissatisfaction.
  • Limited Customization Options: Predefined chat templates and inflexible chat window designs restrict businesses from tailoring the live chat experience to match their brand identity and specific needs.
  • Data Security Concerns: Users are hesitant to provide sensitive information through live chat platforms due to concerns about data privacy and the potential for security breaches.
  • Delayed Response Times: Slow response times can lead to frustration and abandonment, especially during peak hours when users expect immediate assistance.
  • Lack of Proactive Engagement: Live chat software that lacks proactive engagement features limits the ability of businesses to initiate conversations and proactively address customer needs.

Key Features

  • Ticketing System: This module streamlines and simplifies the process of managing tickets. Users can create tickets from email or chat, group related cases with tags, assign tickets, schedule automated follow-ups and track open cases via a dashboard. Any messages sent after hours are saved as a ticket so no conversations are left untouched. 
  • Chat Routing: This feature ensures that customers speak to the most suitable agent based on department (sales or service, for example). Incoming chats can be routed automatically based on criteria like URL, or they can enter a queue for agents to manually select from. 
  • Reporting: A range of reports and analysis tools grant visibility into support efforts for a better understanding of performance. Managers can project staffing needs, monitor agent activity, track effectiveness via ticket statistics, drill down based on tags or groups and view high-level metrics like number of chats. Reports can be scheduled and delivered in multiple formats including CSV and XLS. 
  • Marketplace: LiveChat offers integration with more than 170 third-party tools for CMS, CRM, help desk, analytics, email marketing and e-commerce. Integrations include Slack, Calendly, Dropbox, Salesforce, Google Analytics, Facebook Messenger, ChatBot and MailChimp. 
  • Eye-Catcher: This tool increases engagement with chat widgets by letting users add visuals like images and GIFs that help draw attention to the chat. 
  • Notifications: This feature prevents messages from going unanswered via visual and audio alerts. Users can select the type of notifications to receive — new messages, new chats, etc. 
  • File Sharing: Reps can provide information when needed through this feature, such as sharing tutorials or marketing collateral. Visitors can also share files. 
  • Chat Archives: Users don’t have to worry about losing historical information with the ability to refer to chat histories. This feature is included in all plans, but the Starter package has a limit of 60 days. 
  • E-Commerce: Managers are able to estimate and measure the effectiveness of LiveChat with tools for goal setting and sales tracking. 
  • Security: LiveChat provides robust security via SSL encryption, single sign-on (SSO), two-step authentication, credit card masking, access restriction and audit logs. It’s hosted on U.S. or E.U. data centers and supports IP blocking. 
Birdeye
Birdeye
Start Price
$300
Monthly
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
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Why We Picked Birdeye

Birdeye is a business reputation management software that enables users to collect reviews, run surveys, convert leads, get referrals and more to drive customer engagement and grow their businesses. Positive user reviews mentioned it offers an intuitive platform with top-notch customer service and a variety of features to meet industry-specific requirements.
According to negative reviews, new features cost extra and are not bundled in with existing plans, listings are difficult to set up and maintain, email notifications are not detailed and the solution, as a whole, is expensive.

Pros & Cons

  • Usability: The software is visually appealing and easy to understand, according to 96% of users who mentioned this.
  • Customer Service: 100% of users who reviewed this aspect said the support is top-notch and service reps are informative.
  • Reporting: About 74% of users who mentioned this said the reports are easy to understand and generate.
  • Features: Regarding this aspect, approximately 70% of users said that the solution offers a range of dynamic features suited to various needs.
  • Pricing: About 60% of users said the software is not cost-effective.
  • Customer Support Issues: Difficulty reaching support representatives in a timely manner and a lack of responsiveness to customer inquiries have been reported.
  • Technical Issues: Users have experienced challenges with software functionality, including problems with review generation and data syncing.
  • Pricing Concerns: The cost of Birdeye's services has been cited as a drawback, particularly for small businesses with limited budgets.

Key Features

  • Online Reviews: Generate and manage online reviews to improve SEO performance and attract new customers. Set up customizable widgets for reviews, get instant notifications and share them on company websites and social media. Send review invitations and publish them on Amazon, Facebook, Healthgrades, Zillow and other platforms through a centralized dashboard. 
  • Unified Inbox: Manage conversations in a single inbox with advanced features. Send attachments and images, get automated review responses and assign individual chats to specific teammates. View customers' Experience Scores and interaction history to generate specific responses and access reviews, referrals, surveys, texts, emails, voicemails and more in one place. 
  • Surveys: Create surveys with a range of question types, advanced display logic and an intuitive UI. Send feedback surveys, internal employee surveys, two-way interactive Pulse Surveys and more. Turn surveys into text conversations with Robin Automation. Follow up with respondents using email, video or chat conversations, alert the team on survey responses and turn survey feedback into actionable insights. 
  • Reports: Access various reports built using data from a business profile and customer reviews in chart and table formats. Monitor review and rating performance over time. View and track platform usage, visitors, average response time and campaign performance, among other metrics. Download reports in PDF and Excel formats. 
  • Webchat: Add a customizable chat widget to the website and program it with a manual response system. Provide automated messages to accept appointments, share hours of operation and respond to emergencies. Engage visitors with real-time conversations, generate leads using business texting and understand how visitors use webchat with the help of Google Analytics. 
  • Pages: Optimize SEO by creating mobile-friendly custom pages for every location. Customize pages to include brand-specific content, business hours and online reviews. Add advanced search options and let customers search by city, zip code and interactive maps. Manage data in a centralized repository. 
  • Integrations: Connect with CRMs, accounting systems, business management tools, eCommerce solutions and more. 
  • Ticket Management: Resolve issues quickly by converting responses, texts, WebChat messages, social comments and reviews into support tickets. Automatically generate workflows based on certain triggers like ratings, reviews and keywords. Assign tickets to team members and filter them based on priority. Track status, response rate and resolution time. 

COMPARE THE BEST Chatbots For Support

Select up to 2 Products from the list below to compare

 
Product
Score
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SelectHub’s Analyst Rating is based on data from our 400+ point analysis of Chatbots For Support, user reviews, and our own crowd-sourced data from our free software selection platform. Scores are periodically updated via ongoing selection projects and user activity within our platform.
Start Price
Free Trial
Company Size
Deployment
Platform
Logo
Podium
$0
Quote-based
Yes
Small Medium Large
Cloud On-Premise
Mac Windows Linux Chromebook Android
Podium
Pipedrive
$14.90
Annual, Monthly
Yes
Small Medium Large
Cloud On-Premise
Mac Windows Linux Chromebook Android
Pipedrive
Nextiva
$20
Per User, Monthly
Yes
Small Medium Large
Cloud On-Premise
Mac Windows Linux Chromebook Android
Nextiva
ChatBot
$0
Yes
Small Medium Large
Cloud On-Premise
Mac Windows Linux Chromebook Android
ChatBot
Drift
$2,500
Monthly
Yes
Small Medium Large
Cloud On-Premise
Mac Windows Linux Chromebook Android
Drift
Intercom
$39
Per Seat, Monthly
Yes
Small Medium Large
Cloud On-Premise
Mac Windows Linux Chromebook Android
Intercom
ActiveCampaign
$9
Monthly
Yes
Small Medium Large
Cloud On-Premise
Mac Windows Linux Chromebook Android
ActiveCampaign
Bitrix24
$39
Monthly
Yes
Small Medium Large
Cloud On-Premise
Mac Windows Linux Chromebook Android
Bitrix24
LiveChat
$20
Per User, Monthly
Yes
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Cloud On-Premise
Mac Windows Linux Chromebook Android
LiveChat
Birdeye
$300
Monthly
Yes
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Cloud On-Premise
Mac Windows Linux Chromebook Android
Birdeye

All Chatbots For Support (22 found)

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Podium

by Podium
Podium
Podium is an interaction management software that enables businesses to boost communication with customers, leads and teams. It includes messaging, listing management, reporting, customer sentiments and more. It enables online review management by combining customer interactions and online reviews from several websites (including Google, Facebook and Tripsor) into a single dashboard. Customizable surveys and follow-up options allow teams to gather real-time feedback across all touchpoints and initiate a two-way conversation for quick issue resolution. Users can streamline customer conversations by accessing remote connections and collaborating on leads from one inbox. SMS campaigns help teams foster better customer relationships and gain insights by delivering personalized content to segmented groups. Organizations can leverage the integrated Google Analytics module to gauge website performance and analyze customer interactions. It offers automated and smart responses to initiate leads and answer FAQs. It enhances business exposure to significant websites when searching for local SEOs. It is available on desktop, Android and iOS devices and serves industries like auto, entertainment, healthcare and more.
User Sentiment User satisfaction level icon: excellent
Cost Breakdown
$10 or less
Company Size
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Deployment
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Platform
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Pipedrive

by Pipedrive, Inc
Pipedrive
Pipedrive supports sales professionals in managing every phase of the sales process, from lead generation to customer contact. Forecasting enables sales reps to close more deals, and visual pipelines clarify what stage a lead is in and what action is required. Users can simplify and streamline tasks with automation and AI capabilities. It offers integrations and an open API, so companies can plug in third-party apps to further extend its capabilities.
User Sentiment User satisfaction level icon: excellent
Cost Breakdown
$10 - $100
Company Size
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Deployment
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Platform
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Nextiva

by Nextiva
Nextiva
Nextiva allows users to combine customer service and internal business with VoIP phones, analytics and AI all located in a single platform creating a user-friendly, simplified experience. Accessible from anywhere, at any time, it includes video chat, email and message modules for communicating within the business and with customers. It’s equally suitable for small, medium and large companies.Analytics track sales pipelines, allowing for in-depth insights on how customers interact with the business and what they want and need. Keep customers satisfied with automated switching to direct them to the correct person to help with any questions they may have.
User Sentiment User satisfaction level icon: great
Cost Breakdown
$10 - $100
Company Size
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Deployment
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Platform
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ChatBot

by LiveChat
ChatBot
ChatBot is a customer service management platform that offers features like machine learning, multimedia support, data security, reporting, widgets and more. Its drag-and-drop visual builder allows users to create chatbots from customizable templates for bookings, eCommerce, recruitment and sales. Built-in natural language processing (NLP) technology analyzes human speech and generates personalized responses. Businesses can develop, release and manage virtual assistants across websites, social media and messaging apps. It integrates with third-party providers such as WordPress, Zapier and Facebook.
User Sentiment User satisfaction level icon: excellent
Cost Breakdown
$10 or less
Company Size
Small Medium Large
Deployment
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Platform
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Drift

by Drift
Drift
Drift is a cloud-based conversational marketing platform that helps businesses acquire customers and streamline sales processes. It generates leads through customizable campaigns, intelligent reports and real-time engagement with website visitors. It offers AI chatbots, offline and mobile access, geo-tagging, conversation histories and more.
User Sentiment User satisfaction level icon: great
Cost Breakdown
$1,000 or more
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
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Intercom

by Intercom R&D Unlimited Company
Intercom
Intercom is a conversational platform that personalizes messaging throughout the customer journey using customer, company and behavioral data. It offers chatbots, marketing campaigns, self-service functions, proactive tours and more. Collaborative inboxes, reporting and automated workflows help users interact with customers across all channels. It integrates with out-of-the-box modules to automate actions and sync data and allows users to build their setups based on business needs. Businesses can see who uses their products and communicate with customers via targeted, behavior-driven emails and in-app messages.
User Sentiment User satisfaction level icon: great
Cost Breakdown
$10 - $100
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
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ActiveCampaign

by ActiveCampaign
ActiveCampaign
ActiveCampaign provides cloud-based marketing services, with robust capabilities ranging from automation and reporting to lead scoring and contact segmentation. It’s ideal for businesses of any size, as it offers a flexible, device-agnostic deployment model. It also functions as a marketing-oriented CRM with different integrations and exporting options to assist sales. It provides machine learning that can be used on data including phone calls, emails and sales. Machine learning enables predicting win probability and using predictive sending. Customers can also take advantage of a consultant directory with certified consultants from different countries.
User Sentiment User satisfaction level icon: excellent
Cost Breakdown
$10 or less
Company Size
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Deployment
Cloud On-Premise
Platform
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Bitrix24

by Bitrix
Bitrix24
Bitrix24 facilitates the execution of the customer journey. It supplies organizations with tools for marketing, sales and customer service activities such as lead generation, marketing automation, campaign management and call center support.It comes with a free edition for companies with less advanced needs or a smaller budget. Deployment is available in the cloud and on-premise. It’s suitable for smaller businesses as well as enterprises with up to 50,000 employees.
User Sentiment User satisfaction level icon: great
Cost Breakdown
$10 - $100
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
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LiveChat

by LiveChat
LiveChat
LiveChat is a live chat software designed to improve customer engagement and support. It allows businesses to engage with website visitors in real-time, providing immediate assistance and resolving queries efficiently. LiveChat is ideal for businesses looking to enhance their customer experience, increase conversion rates, and streamline support processes. Its key benefits include improved communication, reduced response times, increased customer satisfaction, and valuable insights into customer behavior. Popular features of LiveChat include customizable chat widgets, proactive chat invitations, offline messaging, chat routing, and analytics. It integrates seamlessly with popular CRM and help desk systems, ensuring a comprehensive customer support solution. LiveChat offers flexible pricing plans based on the number of agents and features required. Its pricing ranges from a basic plan for small businesses to enterprise-level plans for large organizations, with payment options including monthly and annual subscriptions.
User Sentiment User satisfaction level icon: excellent
Cost Breakdown
$10 - $100
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
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Birdeye

by Birdeye
Birdeye
Birdeye is a comprehensive platform designed to enhance Customer Experience through a variety of tools, including reputation management, customer surveys, and review generation. It's particularly well-suited for businesses of all sizes that are keen on improving their online presence and engaging more effectively with their customers. One of the key benefits of Birdeye is its ability to aggregate feedback from multiple sources, providing businesses with a holistic view of their customer satisfaction. Popular features include the automation of review requests and the ability to respond to reviews directly from the platform, which significantly streamlines the process of managing a business's online reputation. When compared to similar products, users often highlight Birdeye's user-friendly interface and robust analytics as distinguishing factors. Pricing for Birdeye varies based on the specific needs and size of a business, typically involving a monthly subscription model. This flexibility in pricing ensures that businesses can find a plan that fits their budget while leveraging the platform's powerful features to enhance their customer experience.
User Sentiment User satisfaction level icon: excellent
Cost Breakdown
$100 - $500
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
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LivePerson

by LivePerson, Inc.
LivePerson
LivePerson is a cloud-based conversational platform that helps businesses improve customer relationships through real-time, intelligent engagement. Brands can use the omnichannel workspace to engage with customers at scale. It also helps benchmark, track and optimize sales, marketing and customer service KPIs. It’s accessible from desktops and iOS or Android devices, simplifying collaboration across distributed workforces.
User Sentiment User satisfaction level icon: good
Cost Breakdown
$10 - $100
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
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Kayako

by Kayako
Kayako
Kayako is a comprehensive Help Desk Software designed to streamline customer support operations. It's ideal for businesses of all sizes seeking to improve customer satisfaction and streamline communication. Key benefits include centralized ticketing, automated workflows, and robust reporting for improved efficiency and visibility. Popular features include a customizable knowledge base, self-service portal, and omnichannel support. Its user-friendly interface and intuitive navigation make it accessible to teams of all technical backgrounds. Compared to similar products, Kayako is highly rated for its ease of use, customization options, and excellent customer support. Pricing varies depending on the number of agents and features required. It offers flexible payment options, including monthly and annual subscriptions, to suit different business needs.
User Sentiment User satisfaction level icon: great
Cost Breakdown
$10 - $100
Company Size
Small Medium Large
Deployment
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Platform
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Rocket Chat

by Rocket Chat Technologies
Rocket Chat
Rocket Chat is a versatile communication platform designed to streamline team collaboration and enhance productivity. It offers a comprehensive suite of features including real-time messaging, video conferencing, file sharing, and integrations with various third-party applications. This software is particularly well-suited for industries such as technology, healthcare, finance, and education, where secure and efficient communication is paramount. One of the standout benefits of Rocket Chat is its open-source nature, allowing for extensive customization and scalability to meet specific organizational needs. Users appreciate its robust security measures, including end-to-end encryption and compliance with data protection regulations. Popular features include threaded conversations, customizable user roles, and a powerful API for seamless integration with existing workflows. Compared to similar products, Rocket Chat is praised for its flexibility and cost-effectiveness. Pricing details can vary based on deployment options and user requirements, so it's advisable to contact SelectHub for a tailored quote.
User Sentiment User satisfaction level icon: great
Cost Breakdown
$10 or less
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
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Genesys Cloud CX

by Genesys Telecommunications
Genesys Cloud CX
Genesys Cloud is a cloud-based call center software that provides businesses with a comprehensive suite of tools to manage customer interactions. It's designed for businesses of all sizes, from small startups to large enterprises, and offers a wide range of features to meet the needs of any call center. Some of the most popular features include: omnichannel routing, IVR, call recording, and analytics. Genesys Cloud is also highly customizable, so businesses can tailor it to their specific needs. Genesys Cloud is a powerful and flexible call center software that can help businesses improve their customer service. It's easy to use, affordable, and offers a wide range of features. If you're looking for a call center software that can help you improve your customer service, Genesys Cloud is a great option.
User Sentiment User satisfaction level icon: great
Cost Breakdown
$10 - $100
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
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Olark

by Olark
Olark
Olark is a cloud-based messaging platform that provides seamless interactions between businesses and customers. It offers real-time channels to communicate with customers and generate leads while improving customer support. It prioritizes chats that need follow-up and forwards them to the CRM. It provides instant screen sharing for agents to assist website visitors. It also offers modules to upload files, images and videos for immediate support. It supports over 100 languages.
User Sentiment User satisfaction level icon: excellent
Cost Breakdown
$10 - $100
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
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LiveHelpNow

by LiveHelpNow
LiveHelpNow
LiveHelpNow provides omnichannel support solutions to make customer interactions smooth and convenient for agents. It offers real-time customer service communications over email, Facebook messenger, live chat and SMS. Customers can benefit from its self-help knowledge base. Other notable attributes include ticketing support, instant language translation, analytics and reporting, tracking and more.
User Sentiment User satisfaction level icon: great
Cost Breakdown
$10 - $100
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
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HappyFox

by HappyFox
HappyFox
HappyFox, a Help Desk Software, offers an efficient and user-friendly solution for businesses seeking to enhance their customer support. It streamlines communication channels, centralizing support requests from email, live chat, phone, and social media into a unified platform. HappyFox is particularly well-suited for small to medium-sized businesses looking to improve their customer service operations. Its notable benefits include ticket automation, customizable workflows, knowledge base management, and reporting and analytics. These features empower support teams to manage inquiries efficiently, track customer interactions, and gain insights into support performance. In comparison to similar products, HappyFox is praised for its intuitive interface, ease of use, and comprehensive functionality. Pricing is based on the number of agents and support channels required, ranging from a basic plan for smaller teams to enterprise-level options for larger organizations. HappyFox offers flexible payment options, including monthly or annual subscriptions.
User Sentiment User satisfaction level icon: excellent
Cost Breakdown
$10 - $100
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
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UJET

by UJET
UJET
UJET is a cloud-based software designed to streamline customer service operations, making it an ideal solution for businesses looking to enhance their call center capabilities. It is particularly suited for organizations that prioritize customer satisfaction and efficiency, as it offers a suite of tools aimed at improving the quality and responsiveness of customer support. Among its key benefits are the ability to integrate with existing business systems, providing a seamless experience for both agents and customers, and its scalability, which allows businesses of all sizes to tailor the service to their needs. UJET's popular features include real-time interactions, intelligent routing, and comprehensive analytics, which help in making informed decisions and improving service quality. When compared to similar products, users often highlight UJET's user-friendly interface and the effectiveness of its customer support features. Pricing considerations vary, typically based on the volume of interactions and the specific features required, with payment options usually structured on a subscription basis.
User Sentiment User satisfaction level icon: excellent
Cost Breakdown
$10 - $100
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
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LiveAgent

by LiveAgent
LiveAgent
LiveAgent is an online communication platform that supports personalized, multilingual customer service. It provides in-suite and standalone offerings for live chat, online self-service portals, ticket management, change and license management, and more. It offers all-in-one helpdesk support by combining all communication channels, including email, live chat, phone calls and social media, in a single company inbox. LiveAgent offers additional services through third-party companies to provide CRM, including sales and marketing automation. Users can analyze helpdesk performance and generate multiple reports to reward high-performing support agents and track customer satisfaction.
User Sentiment User satisfaction level icon: excellent
Cost Breakdown
$10 or less
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
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Comm100

by Comm100 Network Corporation
Comm100
Comm100 is a live chat solution that offers real-time, personalized customer engagement. It supports multilingual services with a flexible ticketing and messaging system, automated chatbots, a self-serve knowledge base and security measures for data protection. The product connects via third-party integrations such as CRMs, eCommerce, social media and website content management channels with a systematic API. Live chat lets users engage with customers in real time using text, routing, audio, video, co-browsing, file transfer, auto-translation and more. Reports help evaluate team performance, chat expertise and overall service efficiency.
User Sentiment User satisfaction level icon: excellent
Cost Breakdown
$10 - $100
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
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Buyer's Guide

Chatbot Support Software Is All About Enhancing Automated Chat Interactions

By Sylvia Marak, Technical Writer at SelectHub

Chatbot Support BG Intro

Chatbot support software uses natural language processing (NLP) and machine learning algorithms to simulate human conversations and assist customers in resolving quick queries. Chatbot support and live chat software are two distinct but complementary tools that provide seamless customer support experiences.

Investing in customer support chatbot solutions might be an ideal option if you’re looking to improve customer support and engagement. Our buyer’s guide will help you understand the different types of chatbots, their features and how to pick a solution.

Executive Summary

  • Chatbot support software recognizes customer queries, interprets them and provides relevant responses using machine learning and NLP.
  • It seamlessly integrates with various communication channels to offer 24/7 automated customer support.
  • Handle simple and repetitive queries such as order tracking, product information and FAQs, and escalate complex issues to human agents.
  • Key features include NLP, machine learning algorithms, analytics and reporting, multichannel support, personalization and more.
  • Establish a list of questions to ask potential vendors before making a final purchase.
What This Guide Covers:

What Is Chatbot Support Software?

Chatbot support software are solutions that automate customer service or support operations through chatbots. They simulate human conversation, allowing customers to communicate with support teams or customer service representatives through an instant messaging interface.

They include numerous features to build and deploy chatbots for various purposes, including customer support, sales, marketing and more. They provide a drag-and-drop interface, pre-built templates and access to NLP libraries to help build chatbots that can understand and respond to user queries.

Some key features include integration with various systems and tools like customer relationship management (CRM), ticketing systems, social media platforms and more. They allow organizations to manage customer interactions across multiple channels and provide seamless experiences.

Primary Benefits

Customer support chatbots offer powerful tools to improve efficiency, reduce costs and provide a better customer experience. Let’s dive into some major benefits.

Chatbot Support Benefits

Enhance Personalization

Interpret user queries and respond in a way that feels human via NLP. Create user profiles based on previous interactions and information stored in the CRM system. This information can include past purchases, browsing history and demographics.

Machine learning algorithms can analyze user data and provide personalized recommendations for products or services.

Accelerate Response Time

Provide instant response to customer queries without human intervention. Improve response times outside traditional business hours in different time zones or for those with urgent support needs by providing 24/7 availability.

Handle multiple queries simultaneously to reduce wait times and improve overall response times. Quickly resolve routine queries such as password resets, order status updates or FAQs without human intervention.

Boost Customer Experience

Ensure all customers receive the same level of support, regardless of the time of day, by providing consistent responses. Multilingual support improves the customer experience for non-native speakers.

Instantly respond to queries without waiting on hold or navigating complex menus.

Minimize Costs

Reduce staffing costs by allowing chatbots to handle routine tasks and queries without human intervention. Increase scalability by handling an increasing volume of queries without hiring more staff.

The compatibility of cloud hosting minimizes infrastructure costs and reduces the need for on-premise hardware and software.

Key Features & Functionality

Chatbot support tools provide a range of features and functionality for businesses to create, deploy and manage chatbots. Some of the key features and functionality include:

Chatbot Support Software Categories
NLP and Machine Learning

Incorporates NLP to understand, interpret and respond to user queries naturally and conversationally. NLP algorithms analyze and understand language structure, including syntax, semantics and context.

Machine learning allows chatbots to learn from user interactions and improve performance over time. It analyzes interactions and identifies patterns in user behavior.
Personalization

Provide a more customized and relevant experience for each user via profiling. It can collect and store user information such as name, location, and purchase history to personalize responses and recommendations.

Suggest products, services, or tailored content based on user preferences and interests.
Analytics and Reporting

Measure chatbot effectiveness and gain customer behavior insights by analyzing performance metrics (number of conversations, response time, session duration and conversion rates).

Track user behavior, including the types of questions asked, products or services and the actions taken during the conversation.
Multichannel Support

Provide an omnichannel experience for customers, allowing them to seamlessly switch between communication channels without repeating themselves. Manage all customer interactions from a single platform via a unified inbox.

Automatically route customer queries to the appropriate channel and department. Maintain consistent messaging across all channels to ensure all customers receive the same level of service and support regardless of the channel they use.
Multisystem Integration

Integrate chatbots with applications such as CRM, ticketing systems and marketing automation platforms to automate sales and support and enhance marketing processes.

It also integrates with payment gateways to process payments and provide a seamless checkout experience.
24/7 Customer Support

Receive instant responses to queries, regardless of the time. It provides automated responses to FAQs, freeing up customer support agents to handle more complex inquiries.

Provides reporting and analytics features for businesses to track and analyze customer interactions across different time zones and regions.
Live Chat Handover

Allow smooth transition from chatbots to live support agents to ensure customers receive uninterrupted support. It preserves customer query context and lets live agents pick up where the chatbot left off.

It uses routing logic to transfer customers to the appropriate live support agent based on inquiry and profile.
Sentiment Analysis

Classify customer inquiries and responses sentiment as positive, negative, or neutral to understand tone and improve support quality.

It provides real-time customer interaction monitoring to detect and respond to negative sentiment immediately.

Software Comparison Strategy

Developing acomparison strategy is challenging, especially when you have multiple vendors that offer similar features and benefits. Establishing a comparison strategy helps evaluate and choose the right software according to your business needs.

One way for you to begin is by first identifying your business requirements. This analysis could include NLP, multiple integrations, scalability, analytics and reporting.

Once you've identified your business requirements, look out for vendors that offer the features you need. Ensure they have a proven track record of delivering high-quality support and start comparing features and pricing. Don’t forget to consider factors such as ease of use, customization options and pricing structure.

Read user reviews and testimonials to gain insight into the customer experience of different chatbot support providers. Look for patterns in feedback to identify potential strengths and weaknesses. Request demos and trials to test the software firsthand and evaluate its functionality and ease of use.

Evaluate the implementation and support process for each vendor. Look for providers that offer comprehensive implementation and ongoing technical support to ensure the system's success. Once you've completed your research and evaluation, make an informed decision based on your business requirements, research and evaluation.

If you’re still confused, refer to our Lean Selection Process for detailed evaluation.

Cost & Pricing Considerations

Most software offers similar factors in terms of pricing. However, there are still certain things to look into when evaluating pricing. Consider the subscription model, customization and integration costs, hidden fees (training, transaction and setup costs) and contract length.

Check whether the subscription model aligns with your budget and if the pricing structure is transparent.

You also need to weigh the value for money offered by different chatbot support software providers. Compare pricing with the features and benefits to ensure you’re getting the best investment.

The length of the contract also plays a crucial role when selecting the right solution. You need to ensure there are no penalties for early termination and that the contract length aligns with your business needs.

The Most Popular Chatbot Support Software

There are multiple chatbot support software options available in the market today, each with unique features and capabilities. Here are some of the most popular platforms:

Intercom

Intercom is a customer messaging platform that offers a suite of solutions to automate customer service and support workflows while providing a personalized and human-like experience.

It can handle a wide range of customer queries, from simple FAQs to more complex support issues via artificial intelligence (AI) and NLP technologies.

Intercom

Get a holistic dashboard view of incoming conversations. Source

Drift

Drift provides a conversational marketing and sales platform that streamlines customer support workflows. It automates repetitive tasks and lets customer support agents focus on more complex issues to improve customer satisfaction.

It provides seamless integration with other tools such as CRM, Zapier, Salesforce, HubSpot, marketing automation and customer support platforms to provide a seamless experience for customers and support teams.

Drift

Provide insights into contact details and open conversations.

Userlike

Powered by AI and NLP, Userlike is a powerful tool that streamlines customer support workflows and provides a personalized and efficient customer experience. It also offers detailed analytics on customer interactions to track and improve support workflows over time.

Automated responses to common queries reduce the need for human agents while allowing them to focus on more complex issues.

Userlike

Direct customers to the most appropriate chatbot or human agent based on queries.

 

 

Questions To Ask

Selecting chatbot support software is crucial for businesses that want to improve the customer experience, boost efficiency and save money.

Here are some internal questions you need to ask yourself.

  • What’s my budget?
  • How complex are my customer queries?
  • What analytics do I need to track?
  • How much customization do I need?
  • What different channels do my customers use?

Chatbot Support Key Questions

Ask vendors these key questions to make an informed decision before purchase.

  • How does your software integrate with existing systems?
  • What kind of analytics and reporting do you provide?
  • How many years of expertise do you have in the industry?
  • What level of customization do you provide?
  • How does your chatbot handle sensitive customer data?

Next Steps

Customer support chatbots have become essential tools for businesses of all sizes and industries. They allow companies to provide a personalized and efficient customer service experience while reducing human agents' workload. However, implementing and managing a chatbot can be challenging without the right software.

Selecting the right chatbot support software is crucial to ensure the success of your chatbot implementation. Need more help? You can start with our free comparison report for an in-depth software evaluation.

Product Comparisons

Additional Resources

About The Contributors

The following expert team members are responsible for creating, reviewing, and fact checking the accuracy of this content.

Ishani
By Ishani Vats
Technical Content Writer
Ishani is a Technical Content Writer at SelectHub who covers LMS, workforce management, telemedicine and POS. She holds a master’s degree in Journalism and is passionate about translating complex technical concepts into engaging and accessible content for readers. Along with keeping the professional spirit hydrated, she likes petting dogs, looking up random facts and listening to any Lumineers song on repeat.
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Joan
Technical Research By Joan Akash
Senior Analyst
Joan Akash, a Senior Research Analyst at SelectHub, holds a Post-Graduate Diploma in Management with a specialization in Marketing. Her expertise as a researcher and reviewer spans diverse software categories, including Project Management, Customer Relationship Management, Live Chat, and Help Desk. Beyond her professional pursuits, Joan is spiritually driven, with a passion for teaching children and a penchant for reading biblical blogs and crafting poetry.
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Manan
Technical Review By Manan Roy
Principal Analyst
Manan is a native of Tezpur, Assam (India), who currently lives in Kolkata, West Bengal (India). At SelectHub, he works on categories like CRM, HR, PPM, BI, and EHR. He has a Bachelor of Technology in CSE from The Gandhi Institute of Engineering and Technology, a Master of Technology from The Institute of Engineering and Management IT, and an MBA in Finance from St. Xavier's College. He's published two research papers, one in a conference and the other in a journal, during his Master of Technology.
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Dianna
Edited By Dianna Dragonetti
Content Editor
As an editor, Dianna Dragonetti leads a team of five writers in writing about a variety of software, with an emphasis on how these tools empower businesses. Categories include accounting, learning management systems, content management systems, supply chain management, and electronic data interchange.
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