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LiveAgent   

683
Great customer service starts with better help desk software
Great real time customer service starts with better live chat software! Read more about LiveAgent
Great customer service starts with better help desk software
Great real time customer service starts with better live chat software! Read more about LiveAgent

elevio   

12
Self-service support & customer education platform
Elevio offers on-demand, self-service customer support tools, including knowledge base management, in-app contextual help, support channel integrations, & more. Read more about elevio
Self-service support & customer education platform
Elevio offers on-demand, self-service customer support tools, including knowledge base management, in-app contextual help, support channel integrations, & more. Read more about elevio

Bitrix24   

339
Free collaboration, communication & management tool suite
Bitrix24 is an online -or self-hosted- business collaboration platform providing CRM, document management, tasking, time management, & project management tools. Read more about Bitrix24
Free collaboration, communication & management tool suite
Bitrix24 is an online -or self-hosted- business collaboration platform providing CRM, document management, tasking, time management, & project management tools. Read more about Bitrix24

Zendesk  

2,062
Cloud customer service software
Zendesk is a cloud-based customer service software solution trusted by over 40,000 organizations worldwide. Companies such as Groupon, Box, and Zappos are using Zendesk to lower costs, raise productivity, and increase customer satisfaction. Loved by both customer service teams and their customers for its beautifully simple interface, Zendesk is ea… Read more about Zendesksy to try, buy, implement, and use. Zendesk seamlessly integrates all of your support channels including email, web, chat, and social media. Deploy to as many customer service agents as you need whether it's 5, 50, or 500. Zendesk has been deployed by companies with thousands of agents and with tens of thousands of tickets each day.
Cloud customer service software
Zendesk is a cloud-based customer service software solution trusted by over 40,000 organizations worldwide. Companies such as Groupon, Box, and Zappos are using Zendesk to lower costs, raise productivity, and increase customer satisfaction. Loved by both customer service teams and their customers for its beautifully simple interface, Zendesk is ea… Read more about Zendesksy to try, buy, implement, and use. Zendesk seamlessly integrates all of your support channels including email, web, chat, and social media. Deploy to as many customer service agents as you need whether it's 5, 50, or 500. Zendesk has been deployed by companies with thousands of agents and with tens of thousands of tickets each day.

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

Kayako  

150
Unified customer service platform
Kayako Live Chat Software made personal and simple and unifies customer service across chat, social, email and phone. Read more about Kayako
Unified customer service platform
Kayako Live Chat Software made personal and simple and unifies customer service across chat, social, email and phone. Read more about Kayako

Engati  

18
Chatbot builder & manager for customer engagement
Engati is a cloud-based platform for building chatbots without the need for programming knowledge. Bots built within Engati can be published across Facebook Messenger, Skype, Viber, Slack, Kik, Telegram, and embedded in websites, and can be used for eCommerce, banking, media, health care, and more. Read more about Engati
Chatbot builder & manager for customer engagement
Engati is a cloud-based platform for building chatbots without the need for programming knowledge. Bots built within Engati can be published across Facebook Messenger, Skype, Viber, Slack, Kik, Telegram, and embedded in websites, and can be used for eCommerce, banking, media, health care, and more. Read more about Engati

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

Brand Embassy  

1
Social Customer Service Software
Brand Embassy is the top-rated cloud customer service platform providing integrated 30+ social media channels, instant messaging, live chat, email and AI-powered chatbot service at scale. We are implementation partner for popular channels like WhatsApp or Apple Business Chat. Read more about Brand Embassy
Social Customer Service Software
Brand Embassy is the top-rated cloud customer service platform providing integrated 30+ social media channels, instant messaging, live chat, email and AI-powered chatbot service at scale. We are implementation partner for popular channels like WhatsApp or Apple Business Chat. Read more about Brand Embassy

giosg Live Chat  

1
giosg Live Chat - Designed for efficiency, powered by AI
giosg Live Chat is a live chat solution which offers co-browsing, automated lead forms, configurable workflows, swimlanes, shopping cart integration, and more. Read more about giosg Live Chat
giosg Live Chat - Designed for efficiency, powered by AI
giosg Live Chat is a live chat solution which offers co-browsing, automated lead forms, configurable workflows, swimlanes, shopping cart integration, and more. Read more about giosg Live Chat

Layer Customer Conversation Platform  

0
Messaging platform for retail & service industries
Layer Customer Conversation Platform is a cloud-based messaging solution aimed at businesses across the retail and service industries, including eCommerce, hotels, airlines, and finance. Layer’s APIs, SDKs, and UI toolkits allow businesses to directly integrate rich messaging into their products. Read more about Layer Customer Conversation Platform
Messaging platform for retail & service industries
Layer Customer Conversation Platform is a cloud-based messaging solution aimed at businesses across the retail and service industries, including eCommerce, hotels, airlines, and finance. Layer’s APIs, SDKs, and UI toolkits allow businesses to directly integrate rich messaging into their products. Read more about Layer Customer Conversation Platform
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Avg. User review

Live Chat Category Leaders Q1 2019

GetApp's quarterly ranking showcases the leading 10-15 Live 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
88
88
Reviews 19/20
Integrations 20/20
Mobile 14/20
Functionality 18/20
Security 17/20
86
86
Reviews 19/20
Integrations 17/20
Mobile 15/20
Functionality 18/20
Security 17/20
65
65
Reviews 11/20
Integrations 8/20
Mobile 14/20
Functionality 14/20
Security 18/20
62
62
Reviews 13/20
Integrations 5/20
Mobile 14/20
Functionality 16/20
Security 14/20
59
59
Reviews 14/20
Integrations 17/20
Mobile 15/20
Functionality 13/20
Security -/20
53
53
Reviews 14/20
Integrations 10/20
Mobile 16/20
Functionality 13/20
Security -/20
53
53
Reviews 14/20
Integrations 8/20
Mobile 15/20
Functionality 16/20
Security -/20
52
52
Reviews 12/20
Integrations 12/20
Mobile 15/20
Functionality 13/20
Security -/20
50
50
Reviews 12/20
Integrations 7/20
Mobile 16/20
Functionality 15/20
Security -/20
50
50
Reviews 12/20
Integrations 8/20
Mobile 16/20
Functionality 14/20
Security -/20
45
45
Reviews 15/20
Integrations 2/20
Mobile 15/20
Functionality 13/20
Security -/20
44
44
Reviews 18/20
Integrations 9/20
Mobile 0/20
Functionality 17/20
Security -/20
43
43
Reviews 16/20
Integrations 12/20
Mobile 0/20
Functionality 15/20
Security -/20
33
33
Reviews 11/20
Integrations 4/20
Mobile 4/20
Functionality 14/20
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.