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Top Rated Live Chat Software with Reporting/Analytics 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: February 2026

Reporting and analytics in live chat software provide insights into chat performance, response times, and customer satisfaction. They help identify trends, optimize support strategies, monitor agent performance, and improve customer experiences. Our reviewers in live chat software rated this feature as important.

9 Best Live Chat Software with Reporting/Analytics

Product
User rating
Starting price
LiveChat logo
4.6
(1.7K)
24
per user/per month
visit website
Zendesk Suite logo
4.4
(4K)
39
per user/per month
visit website
LiveAgent logo
4.7
(1.7K)
15
per user/per month
visit website
Freshdesk logo
4.5
(3.3K)
19
per user/per month
visit website
Pipedrive logo
4.5
(3K)
19
per user/per month
visit website
Zoho Desk logo
4.5
(2.2K)
20
per user/per month
visit website
HubSpot CRM logo
4.5
(4.4K)
50
per user/per month
visit website
Nextiva logo
4.6
(914)
25
per user/per month
Text Request logo
4.6
(1.1K)
59
flat rate/per month

See other top Live Chat products with reporting/analytics

How we picked the 9 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 Live Chat software category. They also needed to have sufficient reviews about reporting/analytics, 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 up to three products based on our proprietary ratings and reviews: Highest rated, Highly rated for reporting/analytics, and Highly rated for free version. 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 9 best products

LiveChat logo

LiveChat

Reviews Sentiment
 
 
 
1-2(19)
3-4(489)
5(1,198)
Key Features
Real-Time Notifications4.6
Chat/Messaging4.7

User insights about the reporting/analytics feature

Reviewers indicate that LiveChat's reporting and analytics are useful for tracking agent responses and chat volumes. They appreciate the ease of reading daily summary reports and the essential visitor data for targeted marketing. However, some users find the integration with other tools challenging and the insights too general for their needs.
Verified reviewer profile picture

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“I'm able to easily report on number of customers attended, conversion of visitors to clients and the frequency of communication for clients”
JM

John M.

Lead consultant

“Provides essential visitor data that can be used for targeted marketing.”
Verified reviewer profile picture

Indira A.

MD

Starting price
24per user /
per month
visit website
Pros and Cons based on 1,706 verified reviews
Verified reviewer profile picture

Effective team collaboration

Extensive integration options

Easy implementation process

Enhanced client communication

Seamless website integration

Frequent connection issues

High costs for small teams

Inconsistent issue resolution

Messaging limitations

See pros and cons details
Zendesk Suite logo

Zendesk Suite

Reviews Sentiment
 
 
 
1-2(117)
3-4(1,679)
5(2,270)
Key Features
Real-Time Notifications4.4
Chat/Messaging4.5

User insights about the reporting/analytics feature

Reviewers appreciate Zendesk Suite's powerful reporting and analytics tools for tracking ticket metrics and agent performance. They find the premade reports simple to use but note that customizing reports can be complex. Users value the integration with tools like PowerBi for in-depth analysis and the ability to create detailed dashboards.

See related user reviews

“It has a great engine that helps us capture every and any aspect of an interaction. We are able to build custom reports such as customer spend habits, agent performance, top customer contact reason, etc.”
MR

Mark R.

Customer Experience Manager

“Zendesk has great reports and statistics for us to use. Each department can see who is doing tickets, what types of tickets they are working, SLAs, etc. This helps management ensure that everyone is getting the help that they need. ”
GP

Geoff P.

Systems Security Analyst

Starting price
39per user /
per month
visit website
Pros and Cons based on 4,066 verified reviews

Efficient client support

Comprehensive issue tracking

Robust customer support

Effective team management

Streamlined helpdesk support

High costs and confusing pricing

Slow performance speed

Challenges in data management

Inconsistent issue resolution

Limited email management

See pros and cons details
LiveAgent logo

LiveAgent

Reviews Sentiment
 
 
 
1-2(7)
3-4(493)
5(1,248)
Key Features
Real-Time Notifications4.6
Chat/Messaging4.8

User insights about the reporting/analytics feature

Reviewers appreciate LiveAgent's reporting and analytics capabilities for providing detailed insights into user experiences and agent performance. They find it easy to set up and use, with comprehensive reports that help track customer support success and engagement. Users value the ability to analyze communication effectiveness and improve customer service based on the provided data.
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“I like it's provision of comprehensive reports for ease of Tracking data of all activities like how agents respond to queries and more”
MC

Medan C.

Writer

“Help us to track our success in customer support and engagements.”
Verified reviewer profile picture

Brooke S.

Sales Representative

Starting price
15per user /
per month
visit website
Pros and Cons based on 1,748 verified reviews
Verified reviewer profile picture

Unified social media management

Enhanced team coordination

Comprehensive client support

Centralized communication channels

Frequent technical issues

Complex email management

Challenging call management

See pros and cons details
Freshdesk logo

Freshdesk

Reviews Sentiment
 
 
 
1-2(49)
3-4(1,344)
5(2,002)
Key Features
Real-Time Notifications4.6
Chat/Messaging4.6

User insights about the reporting/analytics feature

Reviewers value Freshdesk's reporting and analytics for providing comprehensive insights into customer service operations. They appreciate the ability to create custom reports and automate reporting. However, some users find the new analytics confusing and suggest improvements for better accuracy and ease of use.
Verified reviewer profile picture
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“Freshdesk's reporting and analytics capabilities provide sellers with valuable insights into the performance of their customer service operations, allowing them to make data-driven decisions about how to improve.”
Verified reviewer profile picture

Maximiliano B.

Sales

“Freshdesk include report templates and also, we can create custom reports with specific criteria for a determined support analytics.”
Verified reviewer profile picture

Jose J.

CTO

Starting price
19per user /
per month
visit website
Pros and Cons based on 3,395 verified reviews
Verified reviewer profile picture
Verified reviewer profile picture

Multichannel communication support

Efficient help desk management

Enhanced team collaboration

Robust issue tracking

Comprehensive customer support

Limited search functionality

Slow performance speed

Inconsistent issue resolution

Inefficient email management

Problematic call management

See pros and cons details
Pipedrive logo

Pipedrive

Reviews Sentiment
 
 
 
1-2(61)
3-4(1,026)
5(1,954)
Key Features
Real-Time Notifications4.2
Chat/Messaging

User insights about the reporting/analytics feature

Reviewers highlight Pipedrive's comprehensive and customizable reporting and analytics, which provide in-depth insights into sales performance and team metrics. They value the easy-to-use dashboards and the ability to track sales processes from lead generation to completion. Some users mention difficulties with overcomplicated setup and custom reports.
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“One of the main reasons why I like Pipedrive is because it does a very good job of providing reports and analytics on the work that we do. As a sales manager, this is essential. I can easily see how my team has been doing and make adjustments as needed. It also allows me to segment data and identify trends in no time at all.”
BT

Brahim T.

Freelancer

“Pipedrive's Reporting/Analytics is a game-changer. In-depth insights into sales performance, deal trends, and team metrics empower data-driven decisions, boosting business growth and efficiency. Essential for strategic planning.”
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Muhammad A.

Software house

Starting price
19per user /
per month
visit website
Pros and Cons based on 3,041 verified reviews
Verified reviewer profile picture

Efficient sales pipeline management

Intuitive and customizable interface

Customizable sales stages

Effective sales team management

Enhanced team collaboration

Limited reporting capabilities

Inefficient search and filter functions

Subpar contact management

Inconsistent user experience

Limited automation features

See pros and cons details
Zoho Desk logo

Zoho Desk

Reviews Sentiment
 
 
 
1-2(21)
3-4(883)
5(1,304)
Key Features
Real-Time Notifications4.5
Chat/Messaging4.7

User insights about the reporting/analytics feature

Reviewers feel Zoho Desk's reporting and analytics are user-friendly and powerful, providing valuable insights into customer service performance. They appreciate the quick and organized reporting, though some users mention needing Zoho Analytics for more detailed reports. The integration with other Zoho products enhances overall analytics capabilities.
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“Being able to see live users on the site, monitor agents online time within their Zoho accounts and much more really makes reporting and analytics useful for businesses of all sizes. This also supports the identification of areas in which changes must be made.”
MD

Matt D.

Owner

“Provides powerful reporting and analytics capabilities, allowing you to gain insights into your customer service performance.”
Verified reviewer profile picture

Arheer G.

Marketing Manager

Starting price
20per user /
per month
visit website
Pros and Cons based on 2,208 verified reviews
Verified reviewer profile picture

Enhanced productivity features

Effective team collaboration

Streamlined client interactions

Support for business expansion

Seamless CRM integration

Slow performance issues

Notification management challenges

Email handling limitations

Complex user interface

See pros and cons details
HubSpot CRM logo

HubSpot CRM

Reviews Sentiment
 
 
 
1-2(85)
3-4(1,626)
5(2,726)
Key Features
Real-Time Notifications4.6
Chat/Messaging

User insights about the reporting/analytics feature

Reviewers appreciate HubSpot CRM's customizable reporting and analytics for tracking sales and marketing performance. They find the real-time data and pre-built reports helpful for making data-driven decisions. Some users mention limitations in visual aspects and complexity in setting up useful reports, suggesting improvements for more detailed analysis.

See related user reviews

“The Report tab enables us to measure the sales performances by showing details on the sales that have been made. That helps us take decisions on how to drive our sales policies.”
TO

Thierno O.

Loans manager

“Reporting is flexible & comes with many templated reports to get you started. You can also customise reports and dashboards to suit your requirements and automate delivery of the reports to specific users.”
AM

Arshad M.

Process Optimisation Specialist

Starting price
50per user /
per month
visit website
Pros and Cons based on 4,437 verified reviews

Efficient lead tracking

Centralized client information

Comprehensive email tracking

Integrated sales and marketing

Versatile CRM functionalities

Frequent technical issues

High costs for advanced features

Limited reporting capabilities

Inadequate user account management

See pros and cons details
Nextiva logo
Reviews Sentiment
 
 
 
1-2(47)
3-4(139)
5(728)
Key Features
Real-Time Notifications
Chat/Messaging4.6

User insights about the reporting/analytics feature

Reviewers find Nextiva's reporting and analytics helpful for tracking call volumes and performance metrics. They appreciate the variety of reports available but note that generating reports can be cumbersome and time-consuming. Users suggest improvements for clarity and ease of use in the reporting features.

See related user reviews

“The Reporting/Analytics feature is very helpful in tracking call volume, average call length, and much more. However, there are some features and categories that are a little unclear to me.”
JP

Jessica P.

Program Support

“Pain in the rear, you have to run so many different reports to get what you need. I have had about 4 trainings on this and still don't have an easy way to run numbers. They say you can get reports emailed but no one showed us.”
CV

Corinne V.

Front Office Supervisor

Starting price
25per user /
per month
Pros and Cons based on 914 verified reviews

Enhanced team connectivity

Comprehensive communication tools

Scalable for small businesses

Smooth transition process

Challenging contract terms

Limited messaging capabilities

Slow issue resolution

See pros and cons details
Text Request logo
Reviews Sentiment
 
 
 
1-2(18)
3-4(320)
5(855)
Key Features
Real-Time Notifications4.7
Chat/Messaging4.6

User insights about the reporting/analytics feature

Reviewers report mixed experiences with Text Request's reporting and analytics. While some users find the feedback on message engagement helpful, many do not use this feature or find it difficult to filter and locate specific data. Users suggest improvements for more robust and customizable analytics capabilities.

See related user reviews

“Reporting and Analytics shows the effectiveness of the program to the company and allows a larger base to be covered as compared to older methods ”
JW

Jennifer W.

Health Outreach

“Important because we like to see how our customers have engaged with the messages (opt in, opt out). Would love to see if they click on links we include in our texts.”
KD

Kellen D.

Account Consultant

Starting price
59flat rate /
per month
Pros and Cons based on 1,193 verified reviews

Smooth transition process

Enhanced team collaboration

Effective patient communication

Efficient client communication

Easy learning curve

Inefficient name search

Inconsistent notifications

Disorganized text conversations

Limited text messaging features

Glitchy messaging system

See pros and cons details

Other Top Rated Live Chat Software with Reporting/Analytics in 2026

LiveChat logo

LiveChat

Category Leaders

The AI-First Platform to Support Customers and Boost Sales

visit website
LiveChat serves as a fully capable tool to provide a complex customer service and proactively convert website visitors into customers.

Read more about LiveChat

Users also considered
Zendesk Suite logo

Zendesk Suite

Category Leaders

AI powered customer service across all channels

visit website
Zendesk offers industry leading live chat software that’s quick to implement and easy to use. It lets you deliver real time, conversational support on web, mobile, and social media like Facebook/WhatsApp. Response times can be as fast as 30 seconds and agent performance can improve by 25%.

Read more about Zendesk Suite

Users also considered
Avochato logo

Avochato

SMS texting and live chat for sales, support & ops teams

visit website
Avochato is an SMS/text messaging and live chat solution for marketing, sales & support teams, which allows users to send, receive, and collaborate on messages from customers

Read more about Avochato

Users also considered
LiveAgent logo

LiveAgent

Category Leaders

Multichannel customer care solution with an AI chatbot

visit website
LiveAgent is a web-based Live Chat and Help Desk solution which enables the management of support tickets from multiple channels, including phone, live chat, and social media.

Start with a 1 month free trial, no credit card needed, no contracts.

Read more about LiveAgent

Users also considered
Social Intents logo

Social Intents

Live chat software for Microsoft Teams, Slack, and ChatGPT.

visit website
Talking to your website visitors should be easy. Chat with them right from the tools you already use: Microsoft Teams, Slack, Google Chat, Zoom, and ChatGPT.

Enable an AI chatbot trained on your own content with 1 click. Escalate AI chats to humans as needed to reduce support cost.

Read more about Social Intents

Users also considered
Helpfruit logo

Helpfruit

AI chatbots and help pages with all the protections you need

visit website
Helpfruit: Give your customers the right answer at the right time. Start with AI chatbots and help pages. Add in live chat if needed.

Read more about Helpfruit

Users also considered
Chatsi logo

Chatsi

AI-Powered Storefront Sales Agent for Ecommerce

visit website
Chatsi is your 24/7 AI sales pro—trained on your product data, brand voice & industry. It delivers instant, personalized guidance, integrates seamlessly with platforms like Shopify & WooCommerce, boosts conversions, and turns every chat into insight for smarter business growth.

Read more about Chatsi

Users also considered
Freshdesk logo

Freshdesk

Category Leaders

Online helpdesk system and customer service software

visit website
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
Slack logo

A single place for team communication and workflows

Slack is a single workspace that connects users with the people and tools they work with everyday, no matter where they are or what they do

Read more about Slack

Users also considered
HubSpot CRM logo

CRM and lead management solution

HubSpot CRM is a lead management solution that helps businesses with recording calls, logging emails and managing customer data. It has been designed from the ground up and is ready to eliminate manual work and actually help sales teams. It was built ready for the modern world to help users get running and start selling.

Read more about HubSpot CRM

Users also considered
Pipedrive logo

Cloud-based CRM solution for salespeople

Engage visitors to your website 24/7 with Pipedrive’s Chatbot and Live Chat. Turn your window shoppers into qualified leads.

Read more about Pipedrive

Users also considered
Zoho Desk logo

Customer service software for businesses of all sizes

With Zoho Desk's embeddable live chat widgets make instant responses for instant happiness. Your customers can get in touch with your agents instantly, right from the Help Center with Contextual AI, so your agents can respond and help them find answers faster.

Read more about Zoho Desk

Users also considered
Text Request logo
Category Leaders

Ignite customer engagement

Text Request is crafted to cut through the noise, so you can connect with customers anytime, anywhere.

Read more about Text Request

Users also considered
EngageBay CRM logo

Integrated sales & marketing software for growing teams

AI-powered all-in-one CRM for marketing, sales, and support — built to help small businesses grow faster.

Read more about EngageBay CRM

Users also considered
Nextiva logo

AI-enabled solution to streamline business communication

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
Intercom logo
Category Leaders

Intercom is bringing AI-first Customer Service to the world

Intercom is redefining how businesses support their customers using powerful messaging and automation

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
Category Leaders

Aill-in-one customer support software with AI features

Tidio is a live chat software suite comprising help desk, live chat, chatbot, and AI agent products. Talk to your customers in real time, integrate the live chat widget with your website and social media, and set up chabots for when you're off-line to continue providing support and generating leads.

Read more about Tidio

Users also considered
TeamSupport logo

Cloud-based customer support solution for B2B SaaS

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

Userlike is a live chat solution for website and messaging support. Chat with your customers on your website, Facebook Messenger, WhatsApp, Telegram and SMS.

Read more about Lime Connect

Users also considered
Salesforce Service Cloud logo

AI powered customer service management platform

Use Salesforce Service Cloud to initiate a personalized live chat session with your website visitors. Route chats, monitor & coach agents in real-time and more.

Read more about Salesforce Service Cloud

Users also considered
Broadly logo

Online review & reputation management for small businesses

Broadly is an online review & reputation management tool that helps small service-providing businesses improve their online reputation & attract new customers

Read more about Broadly

Users also considered
Bitrix24 logo

All in one business management workspace

100% FREE live chat and contact center software used by over 12 million companies. Also comes with free CRM and email marketing.

Read more about Bitrix24

Users also considered
Olark logo

Happier customers live chat with Olark

Your customers know Olark live chat. They are looking for that little tab in the bottom corner of your website that says, “Click Here to Chat.” We let you be yourself and talk directly with customers on your website right now. We believe the more human you are, the more you’ll make customers happy.

Read more about Olark

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

Key features for Live Chat software

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

  • Real-Time Notifications: Reviewers emphasize the importance of real-time notifications for instant communication, timely responses, and increased productivity in customer interactions. 95% of reviewers rated this feature as important or highly important.
  • Chat/Messaging: Users appreciate chat/messaging for its real-time communication, multimedia support, and ease of use, enhancing both personal and professional interactions. 95% of reviewers rated this feature as important or highly important.
  • Real-time Consumer-facing Chat: Reviewers highlight real-time consumer-facing chat for immediate customer support, efficient issue resolution, and improved customer satisfaction. 91% of reviewers rated this feature as important or highly important.
  • Support Ticket Management: Users find support ticket management essential for tracking, prioritizing, and resolving customer inquiries efficiently, boosting overall support effectiveness. 90% of reviewers rated this feature as important or highly important.
  • Mobile Access: Reviewers value mobile access for its convenience, allowing continuous customer engagement and support from anywhere, enhancing flexibility and responsiveness. 90% of reviewers rated this feature as important or highly important.
  • Transcripts/Chat History: Reviewers find chat history and transcripts crucial for maintaining records, facilitating follow-ups, and improving customer service through detailed interaction insights. 86% of reviewers rated this feature as important or highly important.