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
Customerly
Freshworks
Userlike
Zoho
TeamSupport
LiveChat
Olark
Happyfox
Com100
Tidio
Gladly
Intercom
Zendesk live chat
Drift
HubSpot
1. 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.
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.
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.
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.
Testimonials
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 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.
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.
3. Advanced Ticketing
Freshworks facilitates team collaboration on customer issues, ensuring efficient resolution and tracking of progress without losing any information or context.
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.
Testimonials
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 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.
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.
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.
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.
Testimonials
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’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.
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.
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.
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.
Testimonials
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 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.
Testimonials
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. LiveChat
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.
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.
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.
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.
Testimonials
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 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.
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.
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.
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.
Testimonials
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 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.
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.
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.
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.
Testimonials
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 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.
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.
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.
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.
Testimonials
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 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.
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.
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.
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 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.
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.
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.
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
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 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.
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.
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.
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.
Testimonials
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 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.
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.
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.
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.
Testimonials
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 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.
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.
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.
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.
Testimonials
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 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.
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.
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.
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.
Testimonials
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.
Amna Zafar
Amna is a Content Editor at Stratigia, responsible for generating high-quality SaaS content that engages and informs the audience. Her background as a writer ensures that every piece of content is strategically crafted to meet the needs of SaaS businesses.
