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Zoho Desk   

1,552
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

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

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

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.

Salesforce Service Cloud  

435
Customer service & support software
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
Customer service & support software
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

HipChat  

455
Team communication built for business.
HipChat is team communication built for business. HipChat offers group chat, 1x1 chat, file sharing, video chat and more. Best of all, it's completely free!  Read more about HipChat
Team communication built for business.
HipChat is team communication built for business. HipChat offers group chat, 1x1 chat, file sharing, video chat and more. Best of all, it's completely free!  Read more about HipChat

Drift  

92
Live chat & in-app messaging for sales & marketing
Drift is a cloud-based live chat solution for sales and marketing teams which also includes an AI-powered chat bot, in-app messaging & email management tools. Read more about Drift
Live chat & in-app messaging for sales & marketing
Drift is a cloud-based live chat solution for sales and marketing teams which also includes an AI-powered chat bot, in-app messaging & email management tools. Read more about Drift

Deskpro  

26
Customer service software you can depend on
Deskpro is multi-channel helpdesk software that can be Cloud or self-hosted. The helpdesk app includes using filters, custom fields, macros, quick replies, labels, triggers and notes. You can also use Deskpro to generate self-help content for your clients. Read more about Deskpro Other features of the app include live chat, customer feedback and suggestion tools, custom branding, 3rd party integrations and advanced reporting.
Customer service software you can depend on
Deskpro is multi-channel helpdesk software that can be Cloud or self-hosted. The helpdesk app includes using filters, custom fields, macros, quick replies, labels, triggers and notes. You can also use Deskpro to generate self-help content for your clients. Read more about Deskpro Other features of the app include live chat, customer feedback and suggestion tools, custom branding, 3rd party integrations and advanced reporting.

JivoChat  

19
Live chat with agent apps for iOS & Android
JivoChat is a live chat software that offers customizable web & mobile chat widgets with 20 language options, and web-based, desktop, and mobile agent apps, including real-time visitor monitoring, pageview histories, email chat transcripts, file transfers, canned responses, customer ratings, & more… Read more about JivoChat
Live chat with agent apps for iOS & Android
JivoChat is a live chat software that offers customizable web & mobile chat widgets with 20 language options, and web-based, desktop, and mobile agent apps, including real-time visitor monitoring, pageview histories, email chat transcripts, file transfers, canned responses, customer ratings, & more… Read more about JivoChat

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

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

Vivocha  

2
Meet Your Customer Online
Chat allows your customer to start a chat with you in a single click. It is a simple solution for engaging with your website visitors, creating strong relations. Read more about Vivocha
Meet Your Customer Online
Chat allows your customer to start a chat with you in a single click. It is a simple solution for engaging with your website visitors, creating strong relations. Read more about Vivocha

Comapi  

1
Communications platform as a service (CPaaS)
Comapi is a cloud-based omnichannel communications solution which allows users to send, receive, and reply to emails, text messages, web chats, Twitter and Facebook messages, in-app messages, and more. Read more about Comapi
Communications platform as a service (CPaaS)
Comapi is a cloud-based omnichannel communications solution which allows users to send, receive, and reply to emails, text messages, web chats, Twitter and Facebook messages, in-app messages, and more. Read more about Comapi

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 category.