Instant Messaging & Chat Software with History Tracking

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Freshchat   

48
Live Chat software for modern messaging
Freshchat is a modern messaging software built for sales and customer engagement teams to talk to prospects and customers on the website, mobile app, or social. Read more about Freshchat
Live Chat software for modern messaging
Freshchat is a modern messaging software built for sales and customer engagement teams to talk to prospects and customers on the website, mobile app, or social. Read more about Freshchat

TruChat   

2
Natural language processing powered chatbot + live chat
TruChat is an AI powered chatbot & live chat platform that lets users build multichannel conversational marketing chatbot solutions easily without any coding, as well as control customer conversations across all major messenger platforms, company mobile app, and websites with a single system… Read more about TruChat
Natural language processing powered chatbot + live chat
TruChat is an AI powered chatbot & live chat platform that lets users build multichannel conversational marketing chatbot solutions easily without any coding, as well as control customer conversations across all major messenger platforms, company mobile app, and websites with a single system… Read more about TruChat

HelpCrunch   

69
Live chat, email automation & helpdesk for support and sales
HelpCrunch is a web & mobile customer communication platform that combines a modern live chat, email automation, and a simple help desk in one solution. Read more about HelpCrunch
Live chat, email automation & helpdesk for support and sales
HelpCrunch is a web & mobile customer communication platform that combines a modern live chat, email automation, and a simple help desk in one solution. Read more about HelpCrunch

HelpOnClick Live Chat Software   

10
Live Chat Software and Virtual agent for SMBs
HelpOnClick Live Chat software helps website owners increase sales and improve customer service providing timely online help to their customers. Read more about HelpOnClick Live Chat Software
Live Chat Software and Virtual agent for SMBs
HelpOnClick Live Chat software helps website owners increase sales and improve customer service providing timely online help to their customers. Read more about HelpOnClick Live Chat Software

LiveChat   

827
Premium Customer Service Software for Live Chat & Help Desk
LiveChat is an instant communication tool that allows you to live chat with your customers. Read more about LiveChat
Premium Customer Service Software for Live Chat & Help Desk
LiveChat is an instant communication tool that allows you to live chat with your customers. Read more about LiveChat

Salesforce Service Cloud  

435
Customer service & support software
Support Every Customer. Anytime. Anywhere. Engage with your customers when and where they are. Deliver service across every channel, over any device. Empower your customers with communities. Track key contact center metrics in real-time. And enable every employee to deliver outstanding service at every point of interaction. Read more about Salesforce Service Cloud
Customer service & support software
Support Every Customer. Anytime. Anywhere. Engage with your customers when and where they are. Deliver service across every channel, over any device. Empower your customers with communities. Track key contact center metrics in real-time. And enable every employee to deliver outstanding service at every point of interaction. Read more about Salesforce Service Cloud

Comm100 Live Chat  

70
Real conversations in real-time
Comm100 Live Chat powers real-time interactions via web, mobile, and messaging. Read more about Comm100 Live Chat
Real conversations in real-time
Comm100 Live Chat powers real-time interactions via web, mobile, and messaging. Read more about Comm100 Live Chat

Teckst  

30
Customer service texting platform
Teckst is a cloud-based SMS and texting marketing solution for contact centers and customer service companies with a range of features including Facebook Messenger and WeChat connectivity, SMS/MMS, active ticket status tracking, desktop and audio notifications, single sign-on, and more… Read more about Teckst
Customer service texting platform
Teckst is a cloud-based SMS and texting marketing solution for contact centers and customer service companies with a range of features including Facebook Messenger and WeChat connectivity, SMS/MMS, active ticket status tracking, desktop and audio notifications, single sign-on, and more… Read more about Teckst

ChatBot  

26
Build your first bot in 10 minutes
ChatBot can be used to build a chat bot for any instant messaging and communication service, using example scenarios or from scratch, with real-time testing. Read more about ChatBot
Build your first bot in 10 minutes
ChatBot can be used to build a chat bot for any instant messaging and communication service, using example scenarios or from scratch, with real-time testing. Read more about ChatBot

CallPage  

24
Website button & pop-up widget for automated call backs
CallPage helps convert web-visitors into sales calls by providing immediate responses from company reps through a customizable button and widget. Read more about CallPage
Website button & pop-up widget for automated call backs
CallPage helps convert web-visitors into sales calls by providing immediate responses from company reps through a customizable button and widget. Read more about CallPage

JivoChat  

19
Live chat with agent apps for iOS & Android
JivoChat is a live chat software that offers customizable web & mobile chat widgets with 20 language options, and web-based, desktop, and mobile agent apps, including real-time visitor monitoring, pageview histories, email chat transcripts, file transfers, canned responses, customer ratings, & more… Read more about JivoChat
Live chat with agent apps for iOS & Android
JivoChat is a live chat software that offers customizable web & mobile chat widgets with 20 language options, and web-based, desktop, and mobile agent apps, including real-time visitor monitoring, pageview histories, email chat transcripts, file transfers, canned responses, customer ratings, & more… Read more about JivoChat

Hibox  

20
Collaboration support via chat, task sharing & video calls
Hibox is a single collaboration app that allows businesses to bring team members together with integrated internal chat, task management, and video conference calls that supports the workflows of business teams with private, online communications. Read more about Hibox
Collaboration support via chat, task sharing & video calls
Hibox is a single collaboration app that allows businesses to bring team members together with integrated internal chat, task management, and video conference calls that supports the workflows of business teams with private, online communications. Read more about Hibox

Provide Support  

13
Live chat support & real-time website visitor monitoring
Live help chat and website monitoring solution for online customer support enabling proactive chat invitation, push pages, call transfer, canned answers & more. Read more about Provide Support
Live chat support & real-time website visitor monitoring
Live help chat and website monitoring solution for online customer support enabling proactive chat invitation, push pages, call transfer, canned answers & more. Read more about Provide Support

Bold360  

8
Live chat & support service for customer engagement
Bold360 provides a live chat, email, SMS and mobile app support service for business of all sizes, enabling them to engage more closely with their customers. Read more about Bold360
Live chat & support service for customer engagement
Bold360 provides a live chat, email, SMS and mobile app support service for business of all sizes, enabling them to engage more closely with their customers. Read more about Bold360

Velaro  

3
Enterprise live chat software
Velaro is a enterprise live chat solution designed to provide organizations with the tools to optimize sales and customer service productivity. Read more about Velaro
Enterprise live chat software
Velaro is a enterprise live chat solution designed to provide organizations with the tools to optimize sales and customer service productivity. Read more about Velaro

Chatbox  

5
SMS, Facebook Messenger & live chat customer communication
Communicate with customers in real time through digital two-way conversations. Read more about Chatbox
SMS, Facebook Messenger & live chat customer communication
Communicate with customers in real time through digital two-way conversations. Read more about Chatbox

Adsoup Sales  

3
The ultimate unified inbox for inbound sales
Adsoup, the ultimate unified inbox, combining your Facebook page messaging, line, live chat, email, whats app, twitter DM and more into a single dashboard. Read more about Adsoup Sales
The ultimate unified inbox for inbound sales
Adsoup, the ultimate unified inbox, combining your Facebook page messaging, line, live chat, email, whats app, twitter DM and more into a single dashboard. Read more about Adsoup Sales

Comapi  

1
Communications platform as a service (CPaaS)
Comapi is a cloud-based omnichannel communications solution which allows users to send, receive, and reply to emails, text messages, web chats, Twitter and Facebook messages, in-app messages, and more. Read more about Comapi
Communications platform as a service (CPaaS)
Comapi is a cloud-based omnichannel communications solution which allows users to send, receive, and reply to emails, text messages, web chats, Twitter and Facebook messages, in-app messages, and more. Read more about Comapi
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Avg. User review

Instant Messaging & Chat Category Leaders Q1 2019

GetApp's quarterly ranking showcases the leading 10-15 Instant Messaging & Chat apps based in the cloud. Each app is scored using five factors, worth 20 points each, for a total possible score out of 100. These factors include user reviews, integrations, mobile app availability, functionality, and security. Each app's score is independent of commercial interests and existing relationships that GetApp has with app vendors.

Scroll down for more details about inclusion criteria and scoring.

Score
ReviewsIntegrationsMobileFunctionalitySecurity
75
75
Reviews 20/20
Integrations 20/20
Mobile 15/20
Functionality 20/20
Security -/20
62
62
Reviews 9/20
Integrations 10/20
Mobile 15/20
Functionality 13/20
Security 15/20
60
60
Reviews 18/20
Integrations 8/20
Mobile 15/20
Functionality 19/20
Security -/20
59
59
Reviews 9/20
Integrations 8/20
Mobile 13/20
Functionality 13/20
Security 16/20
59
59
Reviews 18/20
Integrations 8/20
Mobile 16/20
Functionality 17/20
Security -/20
50
50
Reviews 11/20
Integrations 10/20
Mobile 14/20
Functionality 15/20
Security -/20
49
49
Reviews 11/20
Integrations 10/20
Mobile 13/20
Functionality 15/20
Security -/20
48
48
Reviews 13/20
Integrations 6/20
Mobile 16/20
Functionality 13/20
Security -/20
42
42
Reviews 12/20
Integrations 2/20
Mobile 14/20
Functionality 14/20
Security -/20
42
42
Reviews 10/20
Integrations 2/20
Mobile 18/20
Functionality 12/20
Security -/20
42
42
Reviews 10/20
Integrations 5/20
Mobile 14/20
Functionality 13/20
Security -/20
40
40
Reviews 9/20
Integrations 3/20
Mobile 14/20
Functionality 14/20
Security -/20
40
40
Reviews 9/20
Integrations 4/20
Mobile 13/20
Functionality 14/20
Security -/20
40
40
Reviews 8/20
Integrations 4/20
Mobile 15/20
Functionality 13/20
Security -/20
38
38
Reviews 11/20
Integrations 2/20
Mobile 13/20
Functionality 12/20
Security -/20

Who is the ranking for?

GetApp's Category Leader ranking is for business owners and decision makers looking for a comprehensive list of the leading cloud-based software products in the industry.

The ranking serves as a point of reference highlighting key factors that small businesses should look at when assessing a piece of software. These factors include user perception (reviews), compatibility (integrations and mobile compatibility), market presence (media presence), and security features (security).

How are the scores calculated?

An app's score is calculated using five unique data points, each scored out of 20, giving a total score out of 100. The ranking and scoring methodology ensure complete impartiality and independence from any relationships that GetApp has with app vendors.

User Reviews *

Review scores are calculated using reviews collected from GetApp and its sister sites, Software Advice and Capterra. Scores are calculated based on the total number, average rating, and recency of reviews.

The number of reviews and average user rating are scaled against the category average. A weighting is then applied to reward recency of user reviews: reviews written in the last 6 months score up to 10 points, those written between 6 and 12 months ago score up to 6 points, and those more than 12 months old score up to 4 points. These numbers are added together to give a total maximum score of 20.

Integrations

Integration scores factor in a number of variables. Up to 16 points are awarded based on the number of integrations an app has; the first 10 points are awarded based on the number of integrations relative to the category average, while 4 points are awarded based on the number of integrations relative to the leaders in the category. An additional 5 points is awarded for an integration with Zapier, a widely used software integration platform, while an extra point is given for having an open API. The total possible score for integrations is 20 points.

Mobile Platforms *

Mobile scores are calculated based on the availability of an iOS and Android app. 5 points are awarded for the presence of each app, with an additional 10 points being awarded for the number and average rating of reviews in both the App Store and Google Play. These review scores are calculated and scaled against the competition for a maximum of 5 points per platform and an overall maximum score of 20.

If there isn't a native iOS or Android app, the product's website is assessed using Google's PageSpeed Insights to measure mobile usability. The score is returned out of 100, then scaled to a score out of 5 for a maximum of 5 points.

Media Presence

Media presence is calculated using the number of Twitter followers and Facebook fans that an app has. The number of fans and followers are added together, and each app is scored based on this overall number, compared with others in the category. The first 15 points are awarded for the combined number of followers and fans scaled against the category average, while the final 5 points are awarded for the combined number of followers and fans scaled against the top leaders in the category. These two scores are added together for a total out of 20 points.

Security

Security scoring is calculated using answers from a vendor-completed survey. The questions in the survey are based on the Cloud Security Alliance self-assessment form as part of the Security, Trust & Assurance Registry. With 15 questions, each answer is assigned a point value based on vendor response, with additional points given for security certifications, for a maximum possible score of 20.

In the event of a tie, each data point is weighted for importance, with security taking precedent, followed by reviews, integrations, mobile apps, and media presence, respectively.

* All data points combining calculations for both ratings and reviews are calculated using a Bayesian estimate, which is a weighted average that includes the number of reviews and the rating of an app, benchmarked against others in the category.