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Top Rated Customer Satisfaction 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/messaging enhances direct communication, allowing quick information sharing and efficient query resolution. It supports customer preferences, reduces the need for calls, and integrates feedback seamlessly. Our reviewers in customer satisfaction software rated this feature as important.

3 Best Customer Satisfaction Software with Chat/Messaging

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

See other top Customer Satisfaction 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 satisfaction 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 highlight Zendesk Suite's chat/messaging capabilities as user-friendly and lag-free. They find it essential for effective customer communication and appreciate its real-time messaging. Users report that it centralizes communication, making it easy to manage and respond to customer inquiries. They indicate that it boosts customer confidence and is straightforward to use. Reviewers also appreciate the organized threads and the ability to merge duplicate tickets. They mention that it integrates well with other tools and enhances the overall support experience.
“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 Satisfaction key features coverage

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

Customer Experience Management4.2
Customizable Forms4.4
Feedback Management4.2
Reporting/Analytics4.2
Survey/Poll Management3.8
Data Import/Export4.0

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 and ease of use. They find the chat feature smooth, seamless, and faster than regular messaging options. Users report that it facilitates quick information sharing and allows for real-time problem resolution. They highlight its modern look, simplicity, and efficiency. Reviewers indicate that it is easy to deploy and use, making it a valuable tool for customer support. They also appreciate the ability to anticipate customer questions and provide fast support.
“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 Satisfaction key features coverage

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

Customer Experience Management4.6
Customizable Forms4.6
Feedback Management4.2
Reporting/Analytics4.5
Survey/Poll Management5.0
Data Import/Export4.5

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)
learn more

User insights about the chat/messaging feature

Reviewers find Weave's chat/messaging capabilities easy to use and convenient for patient communication. They appreciate its integration with Avimark and the ability to send and receive text messages. Users report that it is helpful for patients who prefer texting over phone calls and allows for after-hours communication. They highlight the feature's impact on scheduling appointments and providing quick responses. However, some reviewers mention occasional bugs and reliability issues. Overall, they find it a useful tool for maintaining patient communication.
“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 Satisfaction key features coverage

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

Customer Experience Management4.1
Customizable Forms4.2
Feedback Management3.9
Reporting/Analytics3.6
Survey/Poll Management --
Data Import/Export4.8

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 Satisfaction Software with Chat/Messaging in 2026

Zoho CRM Plus logo

Zoho CRM Plus

Unified Customer Experience platform

visit website
Zoho CRM Plus is a unified customer experience platform that brings your sales, marketing, and customer service teams together on a single interface; centralizes customer and company data; and improves overall customer satisfaction. Key features include customer surveys, website live chat and chat b

Read more about Zoho CRM Plus

Users also considered
Zendesk Suite logo

Zendesk Suite

AI powered customer service across all channels

visit website
Zendesk is the leading help desk software built for better customer experiences. Improve your CSAT scores by supporting your customers on any channel: text SMS, web, mobile app, phone, email, social media.

Read more about Zendesk Suite

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
Freshdesk logo

Online helpdesk system and customer service software

learn more
Freshdesk is a cloud-based, omnichannel customer service software for businesses of all sizes, with solutions that increase agent productivity and improve customer satisfaction.

Read more about Freshdesk

Users also considered
LiveAgent logo

Multichannel Help Desk Solution with Powerful AI Features

learn more
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
Intercom logo

AI-powered customer service with helpdesk

learn more
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
Nextiva logo

AI-enabled solution to streamline business communication

learn more
AI-enabled solution that helps connect businesses to all of their conversations on one, AI-powered platform, helping them understand their customers in real-time to create personalized experiences that set them apart.

Read more about Nextiva

Users also considered
Birdeye logo

AI-based webchat assistant for business conversations

learn more
Birdeye provides an AI-based chat solution for multi-location businesses that engages website visitors 24/7. The platform features intelligent conversation capabilities, lead capture functionality, and seamless handoff to live agents when needed. Businesses can personalize the chat widget to match their brand identity while managing all communications through a centralized smart inbox.

Read more about Birdeye

Users also considered
Tidio logo

Aill-in-one customer support software with AI features

learn more
Tidio is a customer support and engagement platform with features like help desk, live chat, chatbots, and AI agents. It's trusted by 300,000 businesses to improve customer satisfaction. Talk to your customers live, automate answers to FAQs, and resolve tickets with Lyro, Tidio's AI agent.

Read more about Tidio

Users also considered
TeamSupport logo

Cloud-based customer support solution for B2B SaaS

learn more
TeamSupport is built for growth-stage B2B SaaS companies who are focused on providing quality customer support, and want to incorporate customer feedback to grow and refine their products.

Read more about TeamSupport

Users also considered
Lime Connect logo

Live chat and customer messaging for businesses of all sizes

learn more
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
Freshservice logo

A complete IT service management (ITSM) tool for business

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Freshservice is an online ITIL service desk with ticketing & asset management capabilities, and incident, problem, change, release, and knowledge management tools.

Read more about Freshservice

Users also considered
Weave logo

Customer communication and appointment scheduling solution

learn more
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

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Online customer satisfaction survey software, including CSAT, Net Promoter Score & Customer Effort Score.

Read more about Nicereply

Users also considered
Swell logo
Category Leaders

Cloud-based customer experience management platform

learn more
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
CXone Mpower logo

Cloud-based contact center software

learn more
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

learn more
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

learn more
Qualtrics CustomerXM is a customer experience management platform that helps businesses collect feedback from across multiple channels and improve the customer journey. Key features include personalized consumer insights, trend analysis, digital reputation management, and behavior-based predictions.

Read more about XM for Customer Experience

Users also considered
Preferred Patron Loyalty logo

Innovative Loyalty Programs, Customer Engagement & Gift Card

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Experience the power of a branded loyalty program with diverse promotions, including our exclusive WeatherSmart™ Intelligence. Recognize customer purchases and visits, boost retention, and drive growth. Stand out with innovative features that set your business apart.

Read more about Preferred Patron Loyalty

Users also considered
HelpDesk logo

Ticketing software for effortless customer support

learn more
HelpDesk is an online ticketing system that simplifies your customer service efforts. Delight your customers with excellent support, and resolve tickets faster. Personalised messages will increase your customer satisfaction.

Read more about HelpDesk

Users also considered
Hiver logo

Modern, AI help desk software built for fast teams.

learn more
Hiver is a modern, AI customer service platform that helps teams measure and improve satisfaction. It offers customizable CSAT surveys that trigger at the right time, capture real-time feedback, and provide insights managers can use to train agents, track performance, and improve service quality.

Read more about Hiver

Users also considered
Genesys Cloud CX logo

AI-enabled experience orchestration platform

learn more
Genesys Cloud CX cloud contact centre lets you differentiate faster, adapt easier, and architect better with an all-in-one composable modern architecture

Read more about Genesys Cloud CX

Users also considered
GetMoreReviews logo

Review generation & reputation monitoring tool

learn more
GetMoreReviews is a cloud-based review generation and reputation management platform which is designed to encourage satisfied customers to leave 5-star reviews online through automated review requests, while enabling the recording of customer complaints without negative reviews being left online

Read more about GetMoreReviews

Users also considered
Vivantio logo

Flexible Software. Focused Service.

learn more
Vivantio is a leading provider of service management software for both internal- and external-facing teams. Centralize your service operations across IT, HR, GRC, Facilities, Finance, Legal and B2B Customer Support.

Read more about Vivantio

Users also considered
Kenect logo

Cloud-based reputation management software

learn more
Kenect is a cloud-based reputation management software, which helps businesses engage with customers, generate online reviews, and capture payments through text messages. It enables employees to send text messages to customers via an inbox and route them to teams across various locations or departments.

Read more about Kenect

Users also considered

Key features for Customer Satisfaction software

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

  • Customer Experience Management: Reviewers highlight the platform's ability to gather, analyze, and improve customer feedback, enhancing overall customer satisfaction and trust. 94% of reviewers rated this feature as important or highly important.
  • Customizable Forms: Users appreciate the ability to tailor forms to specific needs, including logos, colors, and question types, improving data collection relevance and flexibility. 91% of reviewers rated this feature as important or highly important.
  • Feedback Management: Reviewers value tools for collecting, categorizing, and responding to customer feedback, which help improve products and services efficiently. 91% of reviewers rated this feature as important or highly important.
  • Reporting/Analytics: Users find the detailed reporting and real-time analytics essential for tracking trends, understanding customer behavior, and making data-driven decisions. 88% of reviewers rated this feature as important or highly important.
  • Survey/Poll Management: Reviewers highlight the ease of creating, customizing, and managing surveys and polls, which helps gather targeted feedback for various purposes. 87% of reviewers rated this feature as important or highly important.
  • Data Import/Export: Users appreciate the seamless integration with other tools, enabling efficient data transfer and analysis in formats like Excel and CSV. 84% of reviewers rated this feature as important or highly important.