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Zoho Desk   

1,551
Industry's first context-aware Helpdesk Software
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
Industry's first context-aware Helpdesk Software
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

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

Intercom  

546
Customer messaging platform for sales, marketing and support
Intercom is a customer communication platform with a suite of integrated products for every team, including sales, marketing, product, and support. Intercom products enable targeted communication and engagement with leads and customers via website, inside web and mobile apps, and by email… Read more about Intercom
Customer messaging platform for sales, marketing and support
Intercom is a customer communication platform with a suite of integrated products for every team, including sales, marketing, product, and support. Intercom products enable targeted communication and engagement with leads and customers via website, inside web and mobile apps, and by email… Read more about Intercom

Acobot  

15
Self-learning conversational AI for lead nurture on websites
With an Acobot live chat robot you can answer customer questions instantly, with a human touch and turn them into paying customers like never before. Acobot is fully automated. It works 24 hours a day, seven days a week, even when you go to the beach. Read more about Acobot
Self-learning conversational AI for lead nurture on websites
With an Acobot live chat robot you can answer customer questions instantly, with a human touch and turn them into paying customers like never before. Acobot is fully automated. It works 24 hours a day, seven days a week, even when you go to the beach. Read more about Acobot

User  

17
The engine of growth.
Live chat that tells you who you speak with. Communicate personally or send automated messages. Read more about User
The engine of growth.
Live chat that tells you who you speak with. Communicate personally or send automated messages. Read more about User

Jumplead  

10
Online lead generation & marketing automation
Jumplead is an online sales lead generation, lead management and marketing automation system that generates targeted leads from an existing website in real time. Read more about Jumplead
Online lead generation & marketing automation
Jumplead is an online sales lead generation, lead management and marketing automation system that generates targeted leads from an existing website in real time. Read more about Jumplead

SmartEngage  

5
Cross-channel autoresponder for marketing automation
Add a Facebook Messenger Chat icon to your page so you can have live chat directly on your site. Automatically add keyword triggers to start automations. Read more about SmartEngage
Cross-channel autoresponder for marketing automation
Add a Facebook Messenger Chat icon to your page so you can have live chat directly on your site. Automatically add keyword triggers to start automations. Read more about SmartEngage

INSIDE  

2
Visual, omni channel customer engagement platform
INSIDE is an enterprise customer engagement platform designed to help businesses engage with customers through personalized chat, SMS, Facebook messages, & more. Read more about INSIDE
Visual, omni channel customer engagement platform
INSIDE is an enterprise customer engagement platform designed to help businesses engage with customers through personalized chat, SMS, Facebook messages, & more. Read more about INSIDE

Whisbi  

1
The power of Live Engagement
Whisbi is a conversational commerce solution designed for live engagement & sales conversion. It connects brands to their web audience in a seamless and new way and combines the benefits of an open B2C webinar with a chat. Read more about Whisbi
The power of Live Engagement
Whisbi is a conversational commerce solution designed for live engagement & sales conversion. It connects brands to their web audience in a seamless and new way and combines the benefits of an open B2C webinar with a chat. Read more about Whisbi
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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.