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LiveAgent   

682
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

Genesys PureCloud   

76
Mobile optimized cloud call center with multichannel routing
Genesys PureCoud is a cloud contact centre and employee collaboration solution that's easy to use, quick to deploy, and built for rapid innovation. Read more about Genesys PureCloud
Mobile optimized cloud call center with multichannel routing
Genesys PureCoud is a cloud contact centre and employee collaboration solution that's easy to use, quick to deploy, and built for rapid innovation. Read more about Genesys PureCloud

TruChat   

2
Natural language processing powered chatbot + live chat
TruChat is an AI powered chatbot & live chat platform that lets users build multichannel conversational marketing chatbot solutions easily without any coding, as well as control customer conversations across all major messenger platforms, company mobile app, and websites with a single system… Read more about TruChat
Natural language processing powered chatbot + live chat
TruChat is an AI powered chatbot & live chat platform that lets users build multichannel conversational marketing chatbot solutions easily without any coding, as well as control customer conversations across all major messenger platforms, company mobile app, and websites with a single system… Read more about TruChat

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

BirdEye   

238
Online reputation management
BirdEye Webchat is designed for on-the-go communication that’s convenient for you and your customers. It's simple: BirdEye Webchat converts every incoming chat from a site visitor into a text message conversation. This way you can immediately reply on-the-go, right from your phone. Read more about BirdEye
Online reputation management
BirdEye Webchat is designed for on-the-go communication that’s convenient for you and your customers. It's simple: BirdEye Webchat converts every incoming chat from a site visitor into a text message conversation. This way you can immediately reply on-the-go, right from your phone. Read more about BirdEye

HelpOnClick Live Chat Software   

10
Live Chat Software and Virtual agent for SMBs
HelpOnClick Live Chat is a perfect solution for small and midsize business. Customers report 35-40% increase in sales after they start using HelpOnClick. Read more about HelpOnClick Live Chat Software
Live Chat Software and Virtual agent for SMBs
HelpOnClick Live Chat is a perfect solution for small and midsize business. Customers report 35-40% increase in sales after they start using HelpOnClick. Read more about HelpOnClick Live Chat Software

Zendesk  

2,061
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

Zoho SalesIQ  

64
Hassle free live chat re-imagined for business growth
Live chat software to increase sales and improve customer service. Engage in real time and send targeted messages to your prospects and customers. Read more about Zoho SalesIQ
Hassle free live chat re-imagined for business growth
Live chat software to increase sales and improve customer service. Engage in real time and send targeted messages to your prospects and customers. Read more about Zoho SalesIQ

Customerly  

25
Customer lifecycle software for support, automation & more
Customerly is a customer lifecycle solution for client-facing businesses to manage their relationships with customers, provide support, gather feedback, and automate processes such as email marketing and request routing. The all-in-one tool provides live chat, surveys, marketing, CRM, and more. Read more about Customerly
Customer lifecycle software for support, automation & more
Customerly is a customer lifecycle solution for client-facing businesses to manage their relationships with customers, provide support, gather feedback, and automate processes such as email marketing and request routing. The all-in-one tool provides live chat, surveys, marketing, CRM, and more. Read more about Customerly

ChatBot  

26
Build your first bot in 10 minutes
ChatBot can be used to create chat bots for any live chat service, using example scenarios or from scratch, with real-time story testing & path visualization. Read more about ChatBot
Build your first bot in 10 minutes
ChatBot can be used to create chat bots for any live chat service, using example scenarios or from scratch, with real-time story testing & path visualization. Read more about ChatBot

ChatWork  

24
ChatWork is a group chat app for business
ChatWork is a secure messaging, video chat, task management and file sharing platform for business teams. Read more about ChatWork
ChatWork is a group chat app for business
ChatWork is a secure messaging, video chat, task management and file sharing platform for business teams. Read more about ChatWork

Quiq Messaging  

22
Business messaging solution - SMS, FB Messenger, Kik, & Chat
Quiq business messaging connects companies with their customers on the channels they are already using, SMS/Text, Facebook Messenger, Kik, and Chat. Read more about Quiq Messaging
Business messaging solution - SMS, FB Messenger, Kik, & Chat
Quiq business messaging connects companies with their customers on the channels they are already using, SMS/Text, Facebook Messenger, Kik, and Chat. Read more about Quiq Messaging

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

Helpshift  

28
Scalable customer care via web & mobile apps
Helpshift is an in-app customer engagement and web-based customer support platform that enables mobile apps to improve customer experience, drive higher ratings, reduce churn and increase retention. The suite includes full ticketing system, native FAQs, in-app chat, push campaigns & more. Read more about Helpshift
Scalable customer care via web & mobile apps
Helpshift is an in-app customer engagement and web-based customer support platform that enables mobile apps to improve customer experience, drive higher ratings, reduce churn and increase retention. The suite includes full ticketing system, native FAQs, in-app chat, push campaigns & more. Read more about Helpshift

Provide Support  

13
Live chat support & real-time website visitor monitoring
Live help chat and website monitoring solution for online customer support enabling proactive chat invitation, push pages, call transfer, canned answers & more. Read more about Provide Support
Live chat support & real-time website visitor monitoring
Live help chat and website monitoring solution for online customer support enabling proactive chat invitation, push pages, call transfer, canned answers & more. Read more about Provide Support

GetSiteControl  

6
Widgets, pop-ups & forms for websites
GetSiteControl enables website widgets such as opt-in forms, surveys, live chats, contact forms, pop-ups, floating bars, and follow & share social media buttons. Read more about GetSiteControl
Widgets, pop-ups & forms for websites
GetSiteControl enables website widgets such as opt-in forms, surveys, live chats, contact forms, pop-ups, floating bars, and follow & share social media buttons. Read more about GetSiteControl

ClickDesk  

18
Live chat for customer support
ClickDesk is a live support solution for customer service teams which combines live chat, voice chat, help desk & a social toolbar for website customer communications. Support agents can answer queries, transfer tickets, respond to social media posts, & collaborate with one another using ClickDesk. Read more about ClickDesk
Live chat for customer support
ClickDesk is a live support solution for customer service teams which combines live chat, voice chat, help desk & a social toolbar for website customer communications. Support agents can answer queries, transfer tickets, respond to social media posts, & collaborate with one another using ClickDesk. Read more about ClickDesk

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

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

Chatbox  

5
SMS, Facebook Messenger & live chat customer communication
Communicate with customers in real time through digital two-way conversations. Read more about Chatbox
SMS, Facebook Messenger & live chat customer communication
Communicate with customers in real time through digital two-way conversations. Read more about Chatbox

Adsoup Sales  

3
The ultimate unified inbox for inbound sales
Adsoup, the ultimate unified inbox, combining your Facebook page messaging, line, live chat, email, whats app, twitter DM and more into a single dashboard. Read more about Adsoup Sales
The ultimate unified inbox for inbound sales
Adsoup, the ultimate unified inbox, combining your Facebook page messaging, line, live chat, email, whats app, twitter DM and more into a single dashboard. Read more about Adsoup Sales

Cingo  

0
Omni-channel customer service platform
Cingo is an omni-channel customer service platform designed to help companies provide seamless customer support with live chat, email & video & VoIP calling. Read more about Cingo
Omni-channel customer service platform
Cingo is an omni-channel customer service platform designed to help companies provide seamless customer support with live chat, email & video & VoIP calling. Read more about Cingo
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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