15 Best Live Chat Tools for SaaS

Best Live Chat Tools

Connecting with your customers through live chat can make a big difference. It’s a direct way to solve problems, answer questions, and guide users through your service. 

But with so many live chat tools out there, picking the right one for your business can be tricky. 

This blog post aims to simplify that decision. 

We’ve rounded up the 15 best live chat tools specifically designed for SaaS companies.

From automation to analytics, each tool has something special to offer. Whether you’re a startup looking to engage your first users or a growing company aiming to scale your customer support, this list has got you covered.

List of 15 Best Live Chat Tools for SaaS

  1. Customerly
  2. Freshworks
  3. Userlike
  4. Zoho
  5. TeamSupport
  6. LiveChat
  7. Olark
  8. Happyfox
  9. Com100
  10. Tidio
  11. Gladly
  12. Intercom
  13. Zendesk live chat
  14. Drift
  15. HubSpot

1. Customerly

Customerly

Customerly stands out as a live chat tool designed specifically for SaaS companies. 

It’s built to fit effortlessly into your customer service strategy, offering not just basic chat functionality but also advanced features like video live chat and automated smart assignment rules. 

With Customerly, your team can provide personalized support using AI-powered tools, automate marketing communications based on user behavior, and gather valuable feedback to drive growth and satisfaction.

List of Features

  • AI-powered Conversation Inbox
  • 24/7 Virtual Assistant with AutoReply
  • Video Live Chat & Screen Share
  • Desktop and mobile apps with chat previews
  • Canned responses for quick replies
  • Integration with CRM for user insights
  • Media sharing capabilities
  • Unified Inbox
  • AI reply
  • Live chat trigger templates for engagement and conversion
  • Smart assignment of conversations
  • Business hours settings for lead capture
  • Rich formatting options for engaging chat messages
  • Chat history for easy past conversation access
  • Instant notifications for new chats

Top 3 Features 

Here are the top 3 features of Customerly:

1. Video Live Chat

Customerly’s Video Live Chat offers a personal touch by letting you talk face-to-face with customers. It works on both computers and phones, making support feel more human and immediate.

customerly video live chat

2. Unified Inbox

Its Unified Inbox makes team collaboration easier by putting messages and customer information in one place. This helps everyone respond quickly and knowledgably.

customerly unified inbox

3. AI Reply

AI Reply speeds up customer service by creating smart, brand-appropriate responses instantly. This reduces the time it takes to solve a customer’s problem.

customerly AI reply

Pros of Customerly

  • integration with CRM systems
  • Customizable live chat widgets to match brand identity
  • Automated marketing tools for improved customer engagement

Cons of Customerly

  • Advanced features could require a learning curve

Pricing

  • Basic: free
  • Essential: $7/mo
  • Startup: $39/mo
  • Pro: $82/mo
  • Enterprise: $249/mo

Customer Support

  • Email support
  • Live chat support
  • Knowledge base
  • Video tutorials

Average Rating 

The average rating of Customerly is 4.3 out of 5.

Customerly Rating

Testimonials

testonial

Final Verdict

Customerly offers features like AI-driven replies, video chats, and CRM integration. Its versatility caters to various customer engagement needs, from support to marketing. However, the platform’s complexity may challenge smaller teams or those new to live chat tools. 

2. Freshworks

freshworks

Freshworks Customer Service Suite provides a live chat tool that can be used for SaaS businesses looking to improve their customer support and engagement. 

It’s designed to be user-friendly, enabling teams to connect with customers easily and efficiently. 

With features aimed at automating and driving conversations, it helps SaaS companies improve response times and personalize customer interactions. 

This tool integrates effortlessly into existing workflows, with 24/7 self-service options.

List of Features

  • AI-powered self-service across multiple channels
  • Unified agent workspace for personalized customer service
  • Advanced ticketing system for collaboration and issue resolution
  • Proactive insights with generative AI for data analysis and action recommendations
  • Admin tools for operational efficiency and workflow automation
  • Rapid ROI through a comprehensive suite that supports conversational support, ticketing, and productivity with AI integration and 1,200+ integrations for quick setup

Top 3 Features 

Here are the top 3 features of Freshworks:

1. AI-Powered Self-Service

Freshworks utilizes AI to automate responses across multiple channels, significantly reducing wait times and improving resolution rates by deflecting common inquiries.

freshworks AI-Powered Self-Service

2. Unified Agent Workspace 

Freshworks offers a single platform for agents to view and manage customer interactions across different channels, enhanced by AI suggestions for faster and more personalized responses.

freshworks unified agent workspace

3. Advanced Ticketing

Freshworks facilitates team collaboration on customer issues, ensuring efficient resolution and tracking of progress without losing any information or context.

freshworks advanced ticketing

Pros of Freshworks

  • Easy to use
  • Omnichannel support
  • AI-powered self-service
  • Unified agent workspace
  • Advanced ticketing system
  • Proactive insights with AI
  • Automated administration tools
  • Rapid implementation and ROI

Cons of Freshworks

  • Complexity for small teams
  • Pricing can scale quickly with add-ons
  • Some customization limits

Pricing

  • 14 days free trial
  • Free: Forever up to 2 users
  • Growth: starting $19/mo
  • Pro: starting $49/mo
  • Enterprise: starting $79/mo 
  • Enterprise: $249/mo

Customer Support

  • Ticketing
  • Live chat support
  • Knowledge base
  • Video tutorials
  • Chatbots

Average Rating 

The average rating of Freshworks is 4.4 out of 5.

freshwork rating

Testimonials

freshwork Testimonial 1

freshworks Testimonial 2

Final Verdict

Freshworks’ Customer Service Suite offers a powerful, AI-driven support and engagement platform for all businesses. However, smaller teams might find its breadth of features overwhelming. Ideal for organizations looking for an all-in-one solution to scale their customer service efficiently.

3. Userlike

Userlike

Userlike is a live chat tool that’s beneficial for a variety of businesses, including those in the SaaS sector. 

With its easy-to-install website messenger, companies can guide visitors throughout their buyer journeys and foster lasting relationships. 

The platform’s service capabilities include canned messages, file sharing, live translations, voice messages, and video calls with screen sharing. 

SaaS businesses can also use Userlike’s AI Automation Hub to create chatbots, smart FAQ pages, and contact form suggestions that connect to a constantly learning knowledge base.

List of Features

  • Unified messaging solution
  • Integration with channels like website chat, WhatsApp, Facebook Messenger, Telegram
  • Central inbox for all messages
  • Sophisticated website messenger
  • Canned messages
  • File sharing
  • Live translations
  • Voice messages
  • Video calls with screen sharing
  • AI Automation Hub
  • Self-learning chatbots
  • Smart FAQ pages
  • Contact form suggestions
  • Connected to a central knowledge base

Top 3 Features 

Here are the top 3 features of Userlike:

1. Unified Messaging Solution

Userlike lets businesses manage all their customer messages from different platforms (like WhatsApp, website chat, and more) in one place. It makes talking to customers simpler because everything’s in one spot, so you don’t have to switch between apps.

Userlike unified agent workspace

2. AI Automation Hub

With this, companies can set up chatbots and FAQ pages that learn over time to answer customer questions automatically. It’s like having a smart helper that gets better at helping your customers the more it learns, saving time for both customers and your team.

AI Automation Hub

3. Video Calls with Screen Sharing

This feature adds a personal touch to customer interactions by allowing service reps to initiate video calls directly through the chat interface. Screen sharing during these calls makes it easier to troubleshoot issues, demonstrate product features, or guide customers through processes, enhancing the support experience significantly.

Video Calls with screen sharing

Pros of Userlike

  • Unified messaging across multiple platforms
  • Sophisticated AI Automation Hub for chatbots and FAQ
  • GDPR compliance ensures data protection
  • Easy integration and setup

Cons of Userlike

  • May require additional investment for full-feature access
  • Dependence on Internet connectivity 

Pricing

  • 14 days free trial: No credit card required, intuitive solution, GDPR-compliant
  • Team – $90/month
  • Corporate – $290/month

Customer Support

  • Email support
  • Live chat support
  • Knowledge base
  • Video tutorials
  • Help Center
  • Email support
  • Whatsapp support

Average Rating 

The average rating of Userlike is 4.4 out of 5.

Ratings

Testimonials

Testimonial

Testimonial

Final Verdict

Userlike offers a live chat tool for SaaS companies looking to optimize customer communication across multiple channels. With its focus on automation, data protection, and real-time support capabilities, it’s a powerful tool. However, maximizing its benefits might require navigating a learning curve and investing in its advanced features.

4. Zoho

Zoho

 

Zoho’s live chat tool is useful for SaaS companies aiming to provide instant, efficient customer support. 

It’s designed for ease of use, allowing businesses to quickly address customer inquiries and enhance user satisfaction. 

With Zoho, SaaS platforms can benefit from advanced features such as automated responses, customer journey tracking, and integration with other Zoho services, making it a versatile choice for improving customer engagement and support efforts.

List of Features

  • Greet visitors on arrival
  • Connect them to the right people
  • Answer questions instantly
  • Website live chat for capturing leads
  • Chatbots for handling a high volume of live chat requests
  • Proactive chat for lead conversion
  • Automated chat triggers
  • Audio calls and screenshare
  • Canned replies for common queries
  • Typing Preview for anticipating customer questions
  • Live chat translation for global communication
  • Chat transfer and group chat for better resolutions
  • Agent training with web chat monitoring
  • Mobile apps for live chat on the go
  • Gather customer feedback on the web chat experience

Top 3 Features 

Here are the top 3 features of Zoho:

1. Chatbots for Handling High Volume of Live Chat Requests

Chatbots help answer many customer questions at once, any time of the day. This means your business can help more people without making them wait or hiring more staff. It’s like having an always-on helper that knows a lot.

Zylker Chatbot

2. Audio Calls and screenshare

Sometimes, typing isn’t enough to solve a problem. You can talk directly to customers and show them how to fix issues or use your product with audio calls and screen sharing. It makes solving complex problems faster and more personal, like showing a friend how to do something on their computer.

 

Audio Calls With Screen Sharing

3. Live Chat Translation for Global Communication

This feature breaks down language barriers. It automatically translates chats so you can help customers from anywhere, in their language. Imagine texting with someone in another country, and you understand each other perfectly, even if you speak different languages.

Live Chat translation

Pros of Zoho

  • Comprehensive live chat features
  • Integration with WordPress and GoDaddy
  • Mobile app support
  • Advanced features like chatbots, audio calls, screen share
  • Proactive chat and automated triggers
  • Multilingual support for global communication
  • Agent training tools

Cons of Zoho

  • Can be complex to set up and use
  • Some features may require higher-priced plans
  • Might be more than needed for very small businesses

Pricing

  • Free plan available
  • BASIC Plan – $7/operator/month (billed annually)
  • PROFESSIONAL Plan – $12.75/operator/month (billed annually)
  • ENTERPRISE Plan – $20/operator/month (billed annually)

Customer Support

  • Email support
  • Live chat support
  • Knowledge base
  • Contact sales

Average Rating 

The average rating of Zoho is 4.4 out of 5.

Rating

Testimonials

testimonial

testimonial

Final Verdict

Zoho offers a lot of great tools for talking to customers directly on your website. It’s got everything from chatbots to calls. But, it might take a bit of time to learn all the features. If you’re okay with that and need these advanced options, it’s a solid choice.

5. TeamSupport

teamsupport

TeamSupport offers a live chat solution that is versatile enough to benefit SaaS companies greatly. 

It provides tools for real-time customer engagement and support, helping businesses of all types, including SaaS, to improve their service and user satisfaction. 

With features customized to improve communication and streamline customer interactions, TeamSupport can be a valuable asset for SaaS platforms looking to boost their customer experience. 

Its capability to cater to various business needs makes it a flexible option for SaaS companies aiming for better customer engagement.

List of Features

  • Supports multiple communication channels
  • Sophisticated direction of messages
  • Ready-to-use integrations
  • Customizable
  • Comprehensive training and support for teams

Top 3 Features 

Here are the top 3 features of TeamSupport:

1. Supports Multiple Communication Channels

TeamSupport lets you talk to customers in different ways, like chat, email, or social media, all from one place. It’s like having many phones but only needing to carry one.

2. Sophisticated Direction of Messages

Messages get sent to the right person in your team automatically. Imagine you’re at a big party, and anytime someone wants to talk about something specific, they’re guided straight to you because you’re the expert.

3. Ready-to-Use Integrations

TeamSupport connects easily with other tools you’re already using, like CRM systems or help desks. It’s like when you buy a new TV, and it just works with your existing remote control without having to do anything complicated.

Pros of TeamSupport

  • Multichannel support for wider reach
  • Advanced message routing for efficiency
  • Easy integrations with other tools
  • Strong onboarding and support for teams

Cons of TeamSupport

  • Can be complex to set up initially
  • Might be costly for small businesses
  • Customization requires time and effort

Pricing

  • Essential: $49/agent/mo
  • Enterprise: $69/agent/mo
  • Support Suite: $119/agent/mo

Customer Support

  • Live chat support
  • Help Center
  • Phone support

Average Rating 

The average rating of TeamSupport is 4.4 out of 5.

teamsupport ratings

 

Testimonials

testimonial

testimonial

Final Verdict

TeamSupport looks solid for SaaS businesses wanting to chat with customers across different platforms. It’s great because it sends messages to the right team member and works well with other apps. But getting it started and tweaking it just right might take some work and cash.

6. LiveChatLiveChat

LiveChat is a versatile live chat tool that offers features that can significantly benefit them. 

It enables real-time customer support and engagement, which is essential for maintaining high customer satisfaction and loyalty in SaaS. 

With LiveChat, SaaS companies can efficiently manage customer inquiries, provide instant support, and gather valuable feedback, all of which are essential for improving service and product offerings. 

This tool’s adaptability makes it a useful option for SaaS platforms aiming to improve their customer interaction and support strategies.

List of Features

  • Share updates, ask questions, get more interactions
  • Automated and interactive greetings
  • Automatic chat routing
  • Chat transfers
  • Customer information on hand
  • Real-time typing-view
  • Message templates
  • Multiple case handling
  • Chatbots for quick answers
  • Integrations with multiple chat channels
  • Asynchronous communication
  • 24/7 support with chatbots
  • 20+ out-of-the-box reports
  • Workflow streamlining
  • Real-time collaboration
  • Chat supervision and private mode

Top 3 Features 

Here are the top 3 features of LiveeChat:

1. Automated and Interactive Greetings

LiveChat lets you automatically say hello to website visitors based on what they’re doing or where they are on your site. It’s like having a friendly greeter at the door of a store, but online, making people feel welcome and helping them find what they need faster.

automated greetings

2. Real-Time Typing View 

This gives you a sneak peek at what customers are typing before they hit send, allowing you to prepare responses quickly. Plus, with message templates, you can reply with just a click, making answering common questions fast and consistent.

Real-Time Typing View

3. Multichannel Integrations

This allows your business to be where your customers are, whether that’s email, SMS, or social media, making conversations seamless. It’s like having all your conversations in one place so you can easily keep track of them and reply when it’s convenient for you and your customers.

Multichannel

Pros of LiveChat

  • 24/7 support with chatbots
  • Easy setup and robust reporting
  • Quick integration with 200+ tools
  • Flexible, multichannel communication

Cons of LiveChat

  • Can be overwhelming with features for small teams
  • Requires time to fully integrate and utilize all features
  • May become costly as you add more operators

Pricing

  • Starter: $21/mo
  • Team: $41/mo
  • Business: $59/mo
  • Enterprise: Flexible

Customer Support

  • Help Center Support
  • 24/7 Availability
  • KnowledgeBase Articles with Images and Videos

Average Rating 

The average rating of LiveChat is 4.5 out of 5.

LiveChat Rating

Testimonials

Testimonial

Testimonial

Final Verdict

LiveChat offers a wide range of features that can greatly improve customer engagement and support. It’s particularly useful for businesses looking to provide a great support experience across multiple channels. While it might be a bit much for smaller teams or budgets, its benefits for improving customer service are clear.

7. Olark

Olark

Olark is a live chat tool that has proven to be quite useful for SaaS businesses. 

It offers a direct line of communication between SaaS providers and their users, making it easier to address concerns, gather feedback, and guide users through the software’s features. 

This real-time interaction can significantly improve user experience and satisfaction.

Its features allow for personalized conversations with users, which can help them understand their needs better and provide customized support. 

List of Features

  • ADA-compliant chatbox
  • Exceeds WCAG 2.1 AA standards
  • Keyboard navigation friendly
  • Screen reader accessible
  • Clear ARIA labeling
  • Intuitively-ordered interactions
  • Supports large text compatibility with screen magnifiers
  • Web browser zoom settings compatible

Top 3 Features 

Here are the top 3 features of Olark:

1. ADA-compliant chatbox

Olark’s chatbox is built to follow rules that make sure everyone, including people with disabilities, can use it. It’s like making sure there’s a ramp alongside the stairs so everyone can get in the door.

Olark Chatbox

2. Keyboard navigation friendly

Some folks can’t use a mouse easily, so this chatbox works just fine with a keyboard. Imagine you’re driving only with the arrow keys but can still go anywhere easily—that’s what it’s like.

Keyboard Friendly Navigation

3. Screen reader accessible

For people who can’t see well or at all, this chatbox talks to them through a program that reads the screen out loud. It’s like having a friend read a menu to you in a restaurant so you know what you can order.

Screen Reader

Pros of Olark

  • Easy navigation
  • Supports large text and screen magnifiers
  • Intuitive interactions with clear ARIA labeling

Cons of Olark

  • Might be more complex to set up due to accessibility features
  • May require additional training for staff
  • Potentially higher cost for advanced features

Pricing

  • Free trial available
  • Plans start at $29/month

Customer Support

  • FAQ
  • Help Center
  • Email support

Average Rating 

The average rating of Olark is 4.3 out of 5.

Olark rating

Testimonials

Testimonial

 

Testimonial

Final Verdict

Olark is great if you want everyone to chat with you, no matter their abilities. It’s set up to be easy for all to use, whether they need bigger text or use tools to read the screen. Just keep in mind that getting everything working might take a bit of extra effort.

8. Happyfox

HappyFox

HappyFox is a live chat tool that works well for various types of businesses, including SaaS companies. 

It allows SaaS teams to quickly answer questions, solve problems, and provide guidance to their users. This kind of support is key for keeping users happy and making sure they get the most out of the software.

This tool can help better understand their users’ needs and offer immediate assistance, which is key for maintaining a positive user experience and encouraging long-term loyalty.

List of Features

  • SDK integration
  • Live chat widget for websites
  • Lead generation through live chat
  • E-commerce cart recovery
  • Multi-chat session handling
  • Instant customer support response

Top 3 Features 

Here are the top 3 features of Happyfox

1. SDK Integration

SDK is like adding a special tool to your app that lets you chat with customers without making them leave the app. It’s super quick to add, taking just a few minutes, so you can start talking to customers right away without a big hassle.

SDK Integration

2. Multi-chat Session Handling

Happyfox’s multi-chat handling feature lets customer support teams talk to many people at the same time. It’s like having the power to be in several places at once, making sure everyone gets the help they need quickly.

Multi Chat Session Handling

3. Instant Customer Support Response

This is all about giving quick answers to customer questions. It’s like texting with a friend who replies right away, so your customers don’t have to wait around for help. Fast answers mean happier customers, which is good for your business.

Instant Customer Support Response

Pros of Happyfox

  • Unlimited agents on all plans
  • Real-time chat support 
  • Efficient lead generation and cart recovery tools
  • Free 14-day trial without needing a credit card

Cons of Happyfox

  • Might be complex for small teams to fully utilize
  • Advanced features require time to learn and implement
  • Potential cost implications for smaller businesses

Pricing

  • Basic: free
  • Essential: $7/mo
  • Startup: $39/mo
  • Pro: $82/mo 
  • Enterprise: $249/mo

Customer Support

  • Email support
  • Live chat support
  • Knowledge base
  • Video tutorials

Average Rating 

The average rating of Happyfox is 4.4 out of 5.

Happyfox rating

Testimonials

Testimonial

Testimonial

Final Verdict

HappyFox offers solid tools for chatting with customers, which is great for teams of any size. It’s easy to start, but it might take a bit of time to master all its features. If you’re willing to learn, it could really help with sales and make customers happier.

9. Comm100

Comm100

Comm100 is a live chat tool that serves a wide range of businesses, including those in SaaS. 

It gives them the ability to talk directly with their customers, providing real-time support, answering questions, and guiding them through the software.

For SaaS businesses aiming to step up their customer service game, Comm100 offers a powerful platform for engaging with users. 

It’s not just about solving problems; it’s also an opportunity for SaaS companies to gather valuable feedback directly from users. 

Using Comm100 can help SaaS services improve their products and keep users satisfied, which is key to building a loyal customer base.

List of Features

  • Continuous chat support
  • Agent productivity tools
  • AI-powered support and recommended responses
  • Complete configurability of chat settings
  • Insightful & accessible reporting
  • Essential & flexible integrations with CRM and other systems
  • Omnichannel Communication Platform

Top 3 Features 

Here are the top 3 features of Comm100:

1. Agent Productivity

This feature is like giving each support agent a super tool belt. They get everything they need in one place to talk to customers. This means they can chat, share screens, and even files without leaving the chat. It makes helping customers faster and easier.

Agent Productivity

2. Complete Configurability

Imagine being able to set up your chat exactly how you want it. You can change settings to make sure the chat looks and works perfectly for your website. It’s about making the chat fit your business like a glove.

Configurability

3. Omnichannel Communication Platform

This feature lets you talk to customers in different ways, such as chat, email, or text, all from one place. It’s like having all your conversations in one big group chat, so you don’t miss anything and can keep everyone happy.

Communication platform

Pros of Comm100

  • Omnichannel communication platform
  • Continuous software improvement
  • Expert and continuous support

Cons of Customerly

  • Can be complex to fully implement and utilize all features
  • Advanced features may require more training

Pricing

  • Live Chat Startup: $31/agent/mo
  • Live Chat Plus: $55/agent/mo
  • Live Chat Ultra: customizable

Customer Support

  • Email support
  • Live chat support
  • Knowledge base

Average Rating 

The average rating of Comm100 is 4.2 out of 5.

Comm100 Rating

Testimonials

Testimonial

Testimonial

 

Final Verdict

Comm100 packs a powerful punch with its AI and live chat capabilities, making it a solid choice for SaaS businesses wanting to boost their customer support game. It’s very handy but you’ll need to learn how to use all its features effectively.

10. Tidio

Tidio

Tidio is a live chat tool that, while not made exclusively for SaaS companies, can be incredibly useful for them. With Tidio, companies can answer questions, resolve issues, and guide users through their services efficiently.

For SaaS providers, offering top-notch customer support is key to retaining users and encouraging growth. 

Tidio helps achieve this by making it easy to manage chats from a single dashboard, whether the messages come from your website or social media platforms. 

This flexibility means SaaS businesses can provide personalized support and build stronger relationships with their customers, leading to higher satisfaction and loyalty.

List of Features

  • Live chat support
  • Manage all communication channels with one tool
  • Video calls integrated into live chat
  • Viewed pages tracking
  • Live visitor list
  • Live typing visibility
  • Canned responses
  • Pre-chat surveys
  • Customer database management
  • Multilanguage support

Top 3 Features 

Here are the top 3 features of Tidio:

1. Live Chat Support

Tidio lets you talk to customers right when they need help, just like texting with a friend. It’s fast and easy, making everyone happy because they get their answers quickly.

Chat Support

2. Canned Responses

Imagine having a cheat sheet for the most common questions customers ask. With canned responses, you can answer these questions super fast with just a click, saving time and making your job easier.

Canned Responses

3. Live Typing Visibility

This is like being able to see what someone is typing in a text message before they send it. It lets you start thinking about how to help them even before they’ve finished asking their question, speeding up your response time.

Live Typing Visibility

Pros of Tidio

  • Pre-chat surveys for better lead capture
  • Multilanguage support for global reach
  • Customizable chat widget
  • Easy installation

Cons of Tidio

  • Features can be overwhelming for new users
  • Multichannel integration might require maintenance

Pricing

  • Free
  • Starter: $29/mo
  • Growth: $59/mo 

Customer Support

  • Email support
  • Live chat support
  • Knowledge base
  • Video tutorials

Average Rating 

The average rating of Tidio is 4.7 out of 5.

Tidio Rating

Testimonials

Testimonial Testimonial

Final Verdict

Tidio is a powerful tool for chatting with customers and managing conversations across different channels all in one spot. It’s great for SaaS firms wanting to respond quickly and offer a personal touch. Just be ready to spend some time learning all the features to make the most of it.

11. Gladly

Gladly

Gladly is a customer service platform that includes live chat among its features. Though not built solely for SaaS companies, it offers benefits that are particularly valuable. 

By integrating live chat, Gladly enables SaaS businesses to instantly connect with users on their websites, providing quick answers to questions, solving problems, and offering guided help through their services. 

Gladly supports this by offering a unified platform where conversations with customers, whether through chat, email, or social media, are easily managed in one place. 

This approach helps SaaS companies offer a more personalized and consistent support experience.

List of Features

  • Natively built-in chat support
  • Self-service options
  • Concurrent Messaging
  • Self-Service
  • Proactive Chat
  • Chat Payments
  • Chat Attachments
  • Prioritize Based on Landing Page
  • Channel-Specific Reporting
  • Localized Chat Experience
  • Chat Typing Indicators
  • URL Tracking
  • Hero AI

Top 3 Features 

Here are the top 3 features of Gladly:

1. Natively built-in chat support

Gladly lets businesses talk to customers right on their website. For SaaS businesses, this means you can answer questions fast, keep users happy, and solve problems before they give up or go elsewhere.

Chat Support

2. Proactive Chat

This feature pops up messages to users based on what they do on your site. For SaaS companies, it can turn someone just looking around into a paying customer by offering help exactly when they need it.

Proactive Chat

3. Chat Payments

Allows customers to pay for things right in the chat. It’s safe and quick. For SaaS businesses, this makes buying or upgrading services super easy for users. They don’t have to leave the chat to pay, so it’s faster for them and leads to more sales for you.

Chat Payments

Pros of Gladly

  • Integrated Chat Support
  • Empowers Self-Service
  • Increases Revenue
  • Converts Browsers into Buyers
  • Efficient Conversation Management
  • Customizable Chat Experience

Cons of Gladly

  • Complex Setup for Advanced Features
  • Cost Consideration

Pricing

  • Hero package: $180/mo
  • Superhero package: $210/mo

Customer Support

  • Ticket
  • Support form
  • Live chat support

Average Rating 

The average rating of Gladly is 4.7 out of 5.

Testimonials

testimonial

testimonial

Final Verdict

Gladly offers a comprehensive and user-friendly platform for customer service, blending AI and live chat capabilities to enhance both agent efficiency and customer satisfaction. Its customizable and multilingual support caters to global businesses, although the complexity and cost may deter smaller companies. 

12. Intercom

intercom

Intercom is a communication platform that, while versatile enough for various businesses, fits particularly well with the needs of SaaS companies. 

It offers live chat capabilities, allowing for continuous conversations with website visitors or app users. This feature is key for SaaS businesses aiming to provide immediate support, answer questions, and guide users through their software, improving the overall user experience and satisfaction.

SaaS companies are in a unique position where effective customer communication can directly influence their growth and retention rates. 

Intercom aids in this area by not only facilitating live chat but also providing a suite of tools designed to manage and automate customer interactions across different channels. 

List of Features

  • Business Messenger
  • Chat directly in the product
  • Includes bots, apps, in-app messages
  • Inbox for all conversations across channels
  • Customer data platform
  • Proactive support
  • Self-serve support

Top 3 Features 

Here are the top 3 features of Intercom:

1. Business Messenger

Intercom’s live chat software allows communication between your SaaS platform and your customers directly within your product. It can significantly improve user engagement and support, making it easier for users to get help exactly when they need it, improving the overall customer experience.

Business Messenger

2. Proactive Support

Through automated messaging and alerts, this feature anticipates and addresses customer issues before they become problems. For SaaS companies, this means reducing support tickets and increasing customer satisfaction by offering timely solutions, potentially even before the user realizes they need help.

Proactive Support

3. Self-serve Support

Intercom enables customers to find answers to their questions through automated FAQs and knowledge bases without contacting support directly. For SaaS businesses, it reduces the load on customer support teams, allowing them to focus on more complex queries.

Self Serve Support

Pros of Intercom

  • Personalized customer interactions
  • Consolidated communication channels
  • Persistent chat history across devices
  • Automation via bots for efficiency
  • Comprehensive customer data insights
  • Facilitates proactive and self-service support

Cons of Intercom

  • Can be complex to fully integrate
  • May require significant setup time
  • Potentially costly for small businesses

Pricing

  • Essential: $39 per seat/mo
  • Advanced: $99 per seat/mo
  • Expert: $139 per seat/mo

Customer Support

  • Email support
  • Live chat support

Average Rating 

The average rating of Intercom is 4.5 out of 5.

Intercom rating

Testimonials

Testimonial

Testimonial

Final Verdict

Intercom excels as a comprehensive customer communication platform, offering proactive support and self-service capabilities. It is ideal for SaaS businesses aiming to boost customer engagement and support efficiency. While powerful, its complexity and cost may challenge smaller teams. 

13. Zendesk Live Chat

Zendesk

Zendesk live chat is a tool that offers live chat functionality as part of its wider customer service software suite. 

It allows SaaS businesses to chat with their users directly on their platforms, providing instant support, answering queries, and guiding users through their services. 

For SaaS providers, where swift and effective customer service can make a big difference in user retention and acquisition, Zendesk is particularly beneficial. 

It helps SaaS companies to manage conversations across multiple channels seamlessly, ensuring that customer support is consistent and responsive.

List of Features

  • AI-powered live chat software
  • No-code customizable widget
  • Support across web, mobile, SMS, Messenger, WhatsApp
  • Unified Agent Workspace for all channels
  • Continuous agent collaboration
  • Integration with business ecosystem for 360-degree customer view
  • Automated translation for multilingual support
  • Pre-written responses for ticket automation
  • AI-driven ticket routing based on agent capacity and skillset
  • Generative AI for 24/7 chatbot support
  • Advanced reporting and analytics
  • Intuitive design for agents, no developer needed
  • Scalable with business growth
  • Access to a global community of CX leaders

Top 3 Features 

Here are the top 3 features of Zendesk live chat:

1. AI-Powered Live Chat Software

Zendesk’s live chat software, powered by AI, allows businesses to offer immediate, personalized conversations at scale. The no-code widget integrates into any site and is customizable to match brand aesthetics. This technology ensures businesses can provide fast and efficient support.

Chat Software

2. Unified Agent Workspace

This feature centralizes all customer support channels, including live chat, email, and phone, into a single interface. Agents can collaborate, accessing full conversation histories across platforms without switching between apps. This unified approach optimizes operations, enabling personalized and context-aware support.

Unified Agent Workspace

3. Automation and AI Enhancements

Zendesk uses automation and AI to improve chat experiences, offering automated translation for multilingual support and embedding pre-written responses for quicker ticket handling. AI-driven ticket routing optimizes agent workload and skillset matching, while generative AI powers chatbots for 24/7 support.

AI Enhancements

Pros of Zendesk Live Chat

  • Easy integration with other Zendesk products
  • Customizable chat widgets
  • Automated chatbots for 24/7 support
  • Advanced analytics and reporting

Cons of Zendesk Live Chat

  • Can be expensive for small businesses
  • Complex setup for advanced features
  • Sometimes slow customer support response times

Pricing

  • Suite team: $55/mo
  • Suite growth: $89/mo
  • Suite professional: $115/mo
  • Suite enterprise: customizable

Customer Support

  • 24/7 live support 
  • Email support
  • Ticketing 
  • Knowledge base
  • Video tutorials

Average Rating 

The average rating of Zendesk live chat is 4.3 out of 5.

Zendesk Rating

Testimonials

Testimonial

Testimonial

Final Verdict

Zendesk Live Chat is a strong choice if you’re already using Zendesk or need advanced features like analytics and chatbots. It might cost a bit, and setting it up can take some work, but it offers a lot of control and options to make customer service smoother.

14. Drift

Drift

Drift is a live chat tool, helpful for SaaS businesses, offers a direct line of communication between SaaS companies and their customers or website visitors. 

This makes it easier for businesses to answer questions, solve problems, and guide users through their services in real-time.

For SaaS companies looking to improve customer engagement and support, Drift can be a valuable addition to their toolkit. It allows for immediate responses, which can significantly improve the user experience and potentially increase conversion rates. 

By integrating Drift, SaaS businesses can provide personalized support and build stronger relationships with their users.

List of Features

  • AI-Powered Chatbots
  • Intel & Audiences
  • Conversational Landing Pages
  • Drift Engage
  • Bionic Chatbots
  • ABM Notifications
  • Prospector & AI Engagement Score
  • Site Concierge
  • Meeting Scheduler & Real-Time Notifications
  • Video Messaging

Top 3 Features

Here are the top 3 features of Drift:

1. AI-Powered Chatbots

Drift chatbots use artificial intelligence to have conversations that feel human-like. They’re available 24/7, allowing businesses to engage with customers at any time. This technology helps answer common questions, guide users through the website, and improve overall customer service efficiency.

AI Powered ChatBot

2. Conversational Landing Pages (CLPs)

CLPs transform standard landing pages into interactive conversations. Instead of reading static content, visitors engage in a dialogue with the website, making the experience more personalized. 

Landing Page

3. ABM Notifications

This feature alerts businesses the moment a target account engages with their site. It allows sales teams to act immediately, offering personalized experiences and messages to high-value prospects. 

ABM Notifications

Pros of Drift

  • Easy to use and customize
  • Increases website conversions and lead generation
  • Provides a personalized and engaging experience for customers

Cons of Drift

  • Backend UI can be confusing for some users
  • Reporting functionality could be improved

Pricing

  • Premium: $2,500/mo
  • Advanced: customized plans
  • Enterprise: customized plans 

Customer Support

  • Drift Chat
  • Drift Video
  • Drift Email
  • Product Onboarding Guides and Training
  • Release Notes, Product Downloads, and Legal
  • Community
  • Developer Docs
  • Drift Insider
  • Partners
  • Service Tickets

Average Rating

The average rating of Drift is 4.4 out of 5.

Drift Rating

Testimonials

Testimonial Testimonial

 

Final Verdict

Drift is a potent tool for improving customer engagement through live chat and AI-driven features, making it ideal for businesses aiming to boost conversions and personalize customer interactions. However, its cost and complexity in backend management may pose challenges for smaller teams or budgets.

15. HubSpot

Hubspot

HubSpot is a CRM platform that offers a live chat tool that’s very handy for SaaS companies, even though it’s built to serve a wide range of businesses. 

It helps SaaS teams talk directly with their customers or anyone visiting their website. This means they can quickly answer questions, tackle problems, and guide users, all in real time.

For SaaS businesses focused on improving how they connect with customers, HubSpot’s live chat can be a game-changer. It lets you respond instantly, making the user experience smoother and helping to keep customers happy. 

By using HubSpot, SaaS companies can offer personalized support, making it easier to build trust and keep users engaged with their services.

List of Features

  • Lead and Customer Routing
  • Chat Automation for Quick Responses
  • Mobile Support for On-the-Go Customer Service
  • Live Chat Engagement for Website Visitors
  • Live Chat Widget Customization
  • Targeted Welcome Messages
  • Chatbot Builder for Automated Conversations
  • Lead Qualification and Meeting Booking via Chatbots
  • Universal Inbox for Chat Conversation Storage
  • Multi-Tasking Within Conversations Inbox
  • Mobile App and Slack Integration for Remote Chatting
  • Chat Office Hours and Email Capture Setup

Top 3 Features

Here are the top 3 features of HubSpot:

1. Chat Automation for Quick Responses

This feature automates responses to frequently asked questions, ensuring immediate assistance to customers without delay. It improves efficiency by allowing your team to focus on more complex queries, improving overall customer satisfaction by reducing wait times.

Chat Automation

2. Lead and Customer Routing

It automatically directs incoming chats to the appropriate team member based on specific criteria like inquiry type or customer segment. This ensures customers and prospects are immediately connected with the right expert, optimizing the support process and enhancing the user experience.

Lead Customer Routing

3. Universal Inbox for Chat Conversation Storage

HubSpot centralizes all chat interactions in one place, giving your team an overview of each customer’s history and context. This feature eliminates the need to switch between platforms, improving response times and enabling more personalized and informed support interactions.

Universal Inbox

Pros of HubSpot

  • Route leads and customers to the right person on your team
  • Use chat automation to deliver fast responses to common questions
  • Provide customer support while on the go
  • Engage website visitors with live chat on their terms
  • Customize your live chat widget to match your brand
  • Create targeted welcome messages for different web pages or audience segments
  • Automate tasks with chatbots, no coding required

Cons of HubSpot

  • Can be expensive for smaller teams
  • Limited integration options

Pricing

  • Free Plan: Includes basic live chat functionality, perfect for small businesses or startups just beginning to explore live chat options.
  • Standalone Hubs (Marketing, Sales, Service): Pricing starts from basic plans and scales up based on features and business size.
  • CRM Suite: Comprehensive solution integrating all HubSpot’s services, with plans starting from free to $4,000+/mo for advanced features and larger business needs.

Customer Support

  • Email support
  • Live chat support
  • Knowledge base
  • Video tutorials

Average Rating 

The average rating of HubSpot is 4.4 out of 5.

Hubspot Rating

Testimonials

Testimonial

Final Verdict

HubSpot stands out as a CRM solution, offering an impressive live chat feature. It boosts customer engagement and conversions through effective communication. Despite potential costs and the need for a stable internet connection, its benefits like chat automation, custom chatbots, and a universal inbox make it a valuable tool for businesses aiming to improve productivity and customer interaction.

Table Comparison

Feature/Tool Customerly Freshworks Userlike Zoho TeamSupport LiveChat Olark Happyfox Comm100 Tidio Gladly Intercom Zendesk Live Chat Drift HubSpot
AI-powered Conversation Inbox
24/7 Virtual Assistant
Video Live Chat & Screen Share
Desktop and Mobile Apps
Canned Responses
Integration with CRM
Unified Inbox
AI Reply
Smart Assignment
GDPR Compliance

 

Best of the Best – Top 3  Live Chat Tools for SaaS

1. Customerly

Customerly stands out by focusing on SaaS companies, offering advanced features like video live chat and AI-powered tools. 

It’s designed to fit into a customer service strategy effortlessly, making personalized support and automated marketing communications easier. 

The ability to gather feedback helps drive growth and satisfaction. With Customerly, businesses can provide a more personal and efficient support experience, using technology to understand and engage with users better.

2. Freshworks

Freshworks provides a comprehensive suite designed for efficiency and automation, making it suitable for businesses looking to enhance customer support. 

Its AI-powered self-service across multiple channels helps reduce response times and improve customer satisfaction. The unified agent workspace and advanced ticketing system foster collaboration and issue resolution. 

Freshworks stands out for its user-friendliness and ability to integrate into existing workflows, offering 24/7 self-service options to improve customer interactions.

3. Userlike

Userlike is versatile, supporting a wide range of businesses, including SaaS. 

Its easy-to-install messenger and sophisticated service capabilities like canned messages, file sharing, and live translations enhance the customer support experience. 

The AI Automation Hub for creating chatbots and smart FAQs, along with GDPR compliance, makes Userlike a secure and effective communication solution. It excels in simplifying customer interaction through technology, aiming to build stronger relationships and improve service efficiency.

Conclusion 

Choosing the right live chat tool for your SaaS business can significantly improve customer support and drive sales. 

Whether you prioritize AI capabilities, effortless integration, or advanced messaging features, options like Customerly, Freshworks, and Userlike offer customized solutions to meet diverse needs. 

By investing in the right tool, you can improve customer engagement, streamline support, and foster long-term growth for your SaaS company.

Frequently Asked Questions (FAQs) 

1. What features should I look for in a live chat tool for SaaS?

Look for AI automation, integrations with CRM and other tools, real-time messaging capabilities, video chat options, and robust analytics for monitoring performance.

2. Can these live chat tools be integrated with other SaaS platforms?

Yes, most of the top live chat tools offer extensive integration capabilities with popular SaaS platforms, including CRM systems, marketing automation tools, and helpdesk software.

3. Are these live chat tools suitable for small SaaS startups?

Absolutely. Many of the tools listed offer scalable solutions that can grow with your business, starting from free or low-cost plans perfect for small teams.

4. How do live chat tools improve customer satisfaction?

They provide instant support and answers to customer queries, personalized interaction through video calls and messaging, and round-the-clock assistance with AI chatbots.

5. Can I automate customer support with these live chat tools?

Yes, many of these tools feature AI-driven chatbots and automation capabilities that can handle common queries, route tickets and even support customers outside of business hours.

6. What kind of analytics do live chat tools provide?

These tools typically offer insights into chat volume, customer satisfaction scores, agent performance, conversion rates from chat interactions, and more, helping you to continually optimize your support strategy.

As the Founder of Stratigia, Abbas Sarfraz has helped hundreds of Software-as-a-Service (SaaS) companies acquire and retain customers. With hands-on experience in marketing and sales, business and product strategy, and operations for early stage SaaS companies, Abbas has perfected the art of successful SaaS Startups Launch and Growth.