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Top Rated Customer Experience Software with Chat/Messaging in 2026

Verified reviewer profile picture
Verified reviewer profile picture

All user reviews are verified by in-house moderators and provider data by our software research team.  Learn more

Last updated: March 2026

Chat and messaging enhance customer experience by enabling quick, direct communication. They allow customers to reach out in their preferred method, facilitate personalized interactions, and keep conversations organized, improving overall service efficiency. Our reviewers in customer experience software rated this feature as important.

3 Best Customer Experience Software with Chat/Messaging

  • Zendesk Suite - Highest rated for chat/messaging
  • LiveAgent
  • Weave

See other top Customer Experience products with chat/messaging

How we picked the 3 top rated products

We chose the high-performing solutions on this list based on verified user ratings on our site. Depending on available data, qualifying products either had to be among the most user-reviewed or the most searched-for products in the customer experience software category. They also needed to have sufficient reviews about chat/messaging, have a minimum user rating of 3 out of 5 for that feature, and show evidence of U.S. market presence. We then added a distinction for the product with the highest rating for chat/messaging based on our proprietary ratings and reviews. Sponsorship or client status has no influence on the selection of these products, but it may impact the order in which products appear.

Details for the 3 best products

Zendesk Suite logo

Zendesk Suite

4.4
(4K)
visit website

User insights about the chat/messaging feature

Reviewers indicate that Zendesk Suite's chat/messaging capabilities are user-friendly, lag-free, and easy to use. They find it effective for real-time communication with customers and centralizing support issues. Users appreciate the organized thread system, which allows for splitting and merging tickets. They report that the chat feature boosts customer confidence and simplifies support interactions. Some users mention the need for customization and note that the feature can increase the load on customer support. Overall, it is seen as a valuable tool for customer communication.
“Our organization also has a merchandise store where customers can buy merchandise. We have the chat/messaging wizard on our merchandise website so if someone has a question or inquiry about their order, they can easily message and get help.”
JF

James F.

Music Manager

“We used this app in chatting with our customers. it really helps our company communicate with our customers that needs customer support assistance”
LA

Lani A.

Tea Leader

Customer Experience key features coverage

Zendesk Suite offers 6 out of the 6 key features for Customer Experience software identified by reviewers:

Feedback Management4.2
Surveys & Feedback4.4
Reporting/Analytics4.2
Negative Feedback Management4.3
Customizable Fields4.2
Customizable Forms4.4

Pros and cons based on 4,070 verified reviews

56% of users rated Zendesk Suite 5 out of 5 stars, while 3% gave it 1 or 2 stars. To determine these pros and cons insights we analyzed 4,070 reviews and identified the topics where users expressed positive and negative sentiment.

Pros:

Efficient client support

Comprehensive issue tracking

Robust customer support

Effective team management

Streamlined helpdesk support

Cons:

High costs and confusing pricing

Slow performance speed

Challenges in data management

Inconsistent issue resolution

Limited email management

See pros and cons details

Pricing

Starting price:$39 per user/per month|Free version:Not available|Free trial:Available

Prices may vary depending on the number of users and features.

LiveAgent logo

LiveAgent

4.7
(1.7K)
visit website

User insights about the chat/messaging feature

Reviewers appreciate LiveAgent's chat/messaging capabilities for their speed, simplicity, and efficiency. They find it helpful for providing fast replies and seamless customer support. Users report that the chat is interactive, easy to deploy, and modern-looking. They highlight the ability to anticipate customer questions and control chat interactions. Real-time messaging is valued for quick problem resolution, and the 24-hour live messaging is beneficial when customer service is unavailable. Overall, users find it essential for effective communication with customers.
“You are in control of every chat, you can withhold the chat, you can also send quicker more efficient messages with no delays such as those associated with email communication.”
Verified reviewer profile picture

Kagisho M.

consultant

“Real-time messaging with clients is crucial for problem resolution. The customer can tell me exactly what they need help with, and I can respond in real-time!”
NS

Nathalie S.

Licensed Sales Agent

Customer Experience key features coverage

LiveAgent offers 6 out of the 6 key features for Customer Experience software identified by reviewers:

Feedback Management4.2
Surveys & Feedback4.7
Reporting/Analytics4.5
Negative Feedback Management4.6
Customizable Fields4.4
Customizable Forms4.6

Pros and cons based on 1,753 verified reviews

71% of users rated LiveAgent 5 out of 5 stars, while 0% gave it 1 or 2 stars. To determine these pros and cons insights we analyzed 1,753 reviews and identified the topics where users expressed positive and negative sentiment.

Pros:

Unified social media management

Enhanced team coordination

Comprehensive client support

Centralized communication channels

Cons:

Frequent technical issues

Complex email management

Challenging call management

See pros and cons details

Pricing

Starting price:$15 per user/per month|Free version:Not available|Free trial:Available

Prices may vary depending on the number of users and features.

Weave logo
4.3
(666)

User insights about the chat/messaging feature

Users report that Weave's chat/messaging capabilities integrate well with other software like Avimark and are easy to use. They appreciate the convenience of text messaging for patient communication, especially for those hesitant to call. Reviewers highlight the benefits of real-time responses and after-hours messaging. However, they also mention occasional bugs, system shutdowns, and reliability issues. Despite these drawbacks, users find the feature essential for fast communication and appreciate the ability to send and receive messages quickly.
“Having our text message feature (with the same number, too) has been amazing. Not only does it allow for patient communication in a different form, for patients that are nervous and are hesitant to call, they can easily text our team for questions regarding fees or services and/or scheduling! In addition, being a dentist office that focuses on pain, offering an auto text message from missed call allows the patient to open the door to continue a further conversation after hours with our team on nights and weekends. We understand this may not be for every dental practice, but this has allowed dozens appointments be scheduled!”
LV

Leah V.

Admin Assistant

“We use this feature with our patients all the time and is critical to our business as we are a small business and not always available to answer our phones, so the chat messaging feature is ideal and has been a great way for us to interact with our patients and potential patients.”
MH

Michelle H.

Office Manager

Customer Experience key features coverage

Weave offers 6 out of the 6 key features for Customer Experience software identified by reviewers:

Feedback Management3.9
Surveys & Feedback4.4
Reporting/Analytics3.6
Negative Feedback Management3.8
Customizable Fields4.1
Customizable Forms4.2

Pros and cons based on 666 verified reviews

62% of users rated Weave 5 out of 5 stars, while 8% gave it 1 or 2 stars. To determine these pros and cons insights we analyzed 666 reviews and identified the topics where users expressed positive and negative sentiment.

Pros:

Effective practice management

Efficient patient communication

Enhanced client communication

Automated appointment reminders

Unified communication platform

Cons:

Frequent software glitches

Slow technical support

Inadequate customer support

Account management challenges

High fees and price increases

See pros and cons details

Pricing

Free version:Not available|Free trial:Not available

Prices may vary depending on the number of users and features.

Other Top Rated Customer Experience Software with Chat/Messaging in 2026

Zendesk Suite logo

Zendesk Suite

AI powered customer service across all channels

visit website
Zendesk is the leading cloud-based help desk software built with support agents in mind. All your customer interactions are in a single, dynamic interface with features like web widgets, pre-defined ticket responses, and full customer history.

Read more about Zendesk Suite

Users also considered
Zoho CRM Plus logo

Zoho CRM Plus

Unified Customer Experience platform

visit website
Zoho CRM Plus is a unified customer experience platform that brings sales, marketing, projects, analytics, AI etc together for a better customer experience.

Read more about Zoho CRM Plus

Users also considered
Zoho CRM logo

Zoho CRM

Customer relationship management solution

visit website
Zoho CRM has a clean user interface that facilitates easy navigation. Engage your prospects and/or customers through live chat options, forums, in-product banners, and several other features.

Read more about Zoho CRM

Users also considered
Zoho Desk logo

Zoho Desk

Customer service software for businesses of all sizes

visit website
Zoho Desk helps you manage all customer interactions coming from multiple channels. Artificial Intelligence assistant, automate ticket management, measure satisfaction & customize support. Our free plan gives you 3 users free to help you get a head start with your customer service operations.

Read more about Zoho Desk

Users also considered
Preferred Patron Loyalty logo

Preferred Patron Loyalty

Category Leaders

Innovative Loyalty Programs, Customer Engagement & Gift Card

visit website
Preferred Patron provide customer loyalty and gift card management programs to businesses of all sizes, across many diverse industries

Read more about Preferred Patron Loyalty

Users also considered
Freshdesk logo

Freshdesk

Online helpdesk system and customer service software

visit website
Freshdesk is a cloud-based customer service software that helps businesses of all sizes deliver consistent and delightful customer experiences across different channels.

Read more about Freshdesk

Users also considered
ReviewInc logo

ReviewInc

Reputation management and customer experience software unite

visit website
ReviewInc is reputation management software and customer experience tools in one dashboard. designed to help businesses of all sizes handle, monitor, collect, and share customer reviews across multiple platforms such as Google, Facebook, and more.

Read more about ReviewInc

Users also considered
Hootsuite logo

Social media management & scheduling for SMBs and enterprise

Hootsuite helps brands manage social media better, from the smallest businesses to the largest enterprises across CPG, finance, healthcare, tech, higher-ed, and government services.

Read more about Hootsuite

Users also considered
LiveAgent logo

Multichannel Help Desk Solution with Powerful AI Features

LiveAgent is a help desk and customer experience management software. It helps businesses manage customer interactions from a unified platform. LiveAgent is a leader in delivering personalized experiences and exceeding customer expectations.

Start with a 30-day free trial, no credit card required.

Read more about LiveAgent

Users also considered
LiveChat logo

AI-based live chat for customer support and sales teams

LiveChat is a customer service software that enables businesses to communicate with website visitors in real time through chat functionality. The platform includes AI-based chatbots for automating routine inquiries, customizable chat widgets, and proactive chat invitations to engage visitors. It offers integration capabilities with various third-party applications including CRM systems, e-commerce platforms, and marketing tools.

Read more about LiveChat

Users also considered
Intercom logo

AI-powered customer service with helpdesk

Intercom Customer Service Suite combines an AI agent called Fin with a helpdesk platform designed for customer service operations. The platform includes features such as omnichannel communication across phone, email, and live chat, an AI-enhanced inbox, ticketing system, and a knowledge hub for centralizing support content. Fin uses a patented AI architecture to resolve customer queries and can be trained on company procedures and policies for deployment across multiple channels.

Read more about Intercom

Users also considered
Birdeye logo

AI-based webchat assistant for business conversations

Birdeye is the leading AI-powered reputation and social media management platform for local brands. Over 150,000 businesses use Birdeye to maximize online reputation, engage across social channels, and gain insights to enhance customer experience and grow.

Read more about Birdeye

Users also considered
Tidio logo

Aill-in-one customer support software with AI features

Tidio is an all-in-one customer experience platform with features like help desk, live chat, chatbot, and AI agents. Improve engagement by talking to customers in real time, automate answers with chatbot Flows, or use Tidio's AI agent to resolve up to 64% of all interactions.

Read more about Tidio

Users also considered
TeamSupport logo

Cloud-based customer support solution for B2B SaaS

TeamSupport AI-driven Customer Experience Software is an all-in-one platform, providing a 365° view of customer health. Unite your support and success teams with insights and workflows for onboarding, churn prevention & upsell motions, and more. Purpose-built for growth-stage B2B SaaS companies.

Read more about TeamSupport

Users also considered
Lime Connect logo

Live chat and customer messaging for businesses of all sizes

Lime Connect is the leading GDPR-compliant software for messaging & automation that helps businesses transform customer communication.

Read more about Lime Connect

Users also considered
Bitrix24 logo

All in one business management workspace

Bitrix24 #1 FREE customer experience and customer relationship management platform used by 12 million businesses worldwide.

Read more about Bitrix24

Users also considered
Weave logo

Customer communication and appointment scheduling solution

Weave is the all-in-one customer communications and engagement platform for small and midsize business. From the first phone call to the final invoice and every touchpoint in between, Weave connects the entire customer journey.

Read more about Weave

Users also considered
Nicereply logo

The effortless way to champion customer experience

Don't miss out on opportunities to grow and improve by collecting immediate feedback. Use simple one-click CSAT, CES & NPS surveys from Nicereply to increase the volume of insights you receive. Set up once, collect forever.

Read more about Nicereply

Users also considered
Swell logo

Cloud-based customer experience management platform

Swell helps you grow your business by putting your reputation to work. When you look as good online as you do in person, new customers will come your way. With more reviews and better engagement, you’ll be found online, rank higher in searches, get more web traffic, and of course, more customers.

Read more about Swell

Users also considered
Twilio logo

Build, Scale, and Operate Customized Communication Solutions

Twilio offers an API for phone services enabling companies to make and receive phone calls and send and receive text messages. It allows programmers to integrate various communication methods and to use existing web development skills and codes to solve communication problems.

Read more about Twilio

Users also considered
Lucky Orange logo
Category Leaders

All-in-one conversion optimization suite for website owners

Lucky Orange is an all-in-one conversion optimization suite that helps website owners identify drop-offs in the conversion process using dynamic heatmaps, visitor recordings, form analytics, live chat, and polls

Read more about Lucky Orange

Users also considered
Influitive logo

Customer-Powered Growth

The Influitive platform helps B2B companies discover, nurture, and mobilize their customers, developers, partners, and employees to shorten sales cycles, amplify marketing, increase retention and drive product innovation.

Read more about Influitive

Users also considered
CXone Mpower logo

Cloud-based contact center software

CXone Mpower is a cloud-based contact center platform that assists with customer experience (CX), brand value optimization, and more.

Read more about CXone Mpower

Users also considered
Podium logo

AI-enabled lead management and conversion platform

Give every customer a 5-star experience and create lifetime loyalty with Podium. Manage all your messaging, payments, text marketing, phone calls, and third-party apps in one account, so you always have the context at your fingertips.

Read more about Podium

Users also considered
XM for Customer Experience logo

Customer experience management (CXM) platform

Improve every key moment along the customer journey with the world's most advanced, AI-driven customer experience platform.

Read more about XM for Customer Experience

Users also considered

Key features for Customer Experience software

Based on GetApp's analysis of verified user reviews collected between July 2021 and August 2024.

  • Feedback Management: Reviewers appreciate the ability to collect, categorize, and respond to customer feedback quickly, which helps in identifying trends and enhancing customer engagement. 93% of reviewers rated this feature as important or highly important.
  • Surveys & Feedback: Users find the creation and customization of surveys valuable for gathering customer insights, tracking satisfaction, and making informed business decisions. 91% of reviewers rated this feature as important or highly important.
  • Reporting/Analytics: Reviewers value the detailed and customizable reporting features that provide real-time data, helping to analyze trends and measure business impact effectively. 90% of reviewers rated this feature as important or highly important.
  • Negative Feedback Management: Users highlight the importance of promptly addressing negative feedback to resolve issues, improve customer experience, and maintain a positive reputation. 88% of reviewers rated this feature as important or highly important.
  • Customizable Fields: Reviewers appreciate the flexibility to tailor data collection forms to specific needs, enhancing the relevance and accuracy of the information gathered. 88% of reviewers rated this feature as important or highly important.
  • Customizable Forms: Users find customizable forms crucial for tailoring surveys to business needs, improving data collection processes, and ensuring a professional appearance. 87% of reviewers rated this feature as important or highly important.