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Live chat has become a critical channel for customer support in 2025. Increasingly, your customers prefer getting their questions answered right away.
From basic questions to more technical support issues, they expect immediate responses rather than waiting hours for email replies or sitting on hold for phone support.
This shift in customer behavior has fundamentally changed the support landscape. What used to be acceptable, like responding to emails within 24 hours or having customers wait in phone queues, now feels outdated and frustrating.
We want answers, fast. But here’s what most businesses don’t realize: the AI live chat platform you choose can make or break your entire customer experience strategy.
With so many different solutions on the market, how do you know which one to go with? Many solutions that look impressive in demos fall short when faced with real-world demands:
And perhaps more important is the need for sophisticated AI and automation that works. Not every AI live chat solution is suited for specific use cases. Some might be overkill, while others might not contain the features you require.
In the following paragraphs, we are going to dive into the top AI-powered live chat software providers, talk about what sets them apart, and why they might be the right solution based on your requirements.
You’re leaving money on the table if you don’t yet have live chat on your website. Most people are used to getting answers instantly; we watch videos at 1.5x speed, prefer instant delivery, and use AI to get answers to questions right away.
This instant gratification mindset isn’t just changing how we consume content; it’s completely reshaping customer expectations. When someone lands on your website with a question, they don’t want to fill out a contact form and wait 24 hours for a response. They want answers now.
The numbers back our claim:
Your customers expect it, your competitors offer it, and the revenue impact is measurable from day one. But not all live chat platforms deliver these results. The difference lies in choosing the right solution.
Short on time? Here’s a quick rundown of the best live chat software platforms to choose from in 2025:
The only AI-powered live chat app that offers every essential feature and tool – at a lower cost.
Find out moreComm100 delivers the most comprehensive AI-powered omnichannel customer communication platform designed specifically for organizations that demand security, scalability, and seamless integration capabilities.
If you need an all-in-one, AI live chat solution that’s reliable, scalable, and comes with a suite of AI technologies, Comm100 is the best choice. It’s used by some of the largest institutions and companies in the world, empowering support agents to offer faster, better customer support.
Unlike basic live chat tools, Comm100’s unified platform combines advanced conversational AI, live chat, secure messaging, and intelligent routing to help businesses deliver exceptional customer experiences across every touchpoint.
At the core of Comm100 is a unified agent console that seamlessly connects live chat with other digital channels like email, social media, Telegram, SMS, WhatsApp for Business, and more.
Comm100 Live Chat leverages the latest in AI, enabling support teams to automate routine queries with customizable, pre-trained AI Agents that can be deployed within minutes. Your support staff can do more with an AI Copilot that offers relevant suggestions and surfaces crucial information for better support.
Comm100 is also the only enterprise-grade live chat provider that offers its customers the choice between cloud and on-premises deployment options. For businesses that want maximum data security, we do offer secure on-premises deployment, giving customers full ownership of all communications.
Other features include proactive messaging, asynchronous chat, supervision, full-scale branding, and more, making it the ideal choice for businesses that need a robust live chat platform.
With Comm100, support teams can substantially elevate standard live chat experiences:
Comm100 also offers co-browsing, screen sharing, audio/video chat, and chat-to-ticket features that empower teams to resolve complex issues on the spot, especially in high-touch or regulated environments.
The Comm100 live chat platform is widely used in sensitive industries like:
Comm100 offers the perfect blend of AI features, an intuitive interface, reliable infrastructure, and affordable pricing. With flexible deployment options and a customer-first approach, Comm100 is the best live chat software for customer support in 2025.
Comm100’s pricing plans are as follows:
| Pros | Cons |
|---|---|
| AI-powered live chat solution | Smaller marketplace of third-party apps |
| Proven in regulated industries | Advanced features require initial setup and training investment |
| Regular updates and new features | |
| Unmatched enterprise security and compliance capabilities |
“Comm100 was the most engaging company in terms of understanding our needs,” says Tom Seelbach of ITSM. Discover how Comm100 delivered the tailored support ITSM was looking for.
Read the full storyAlmost everyone in the B2B world knows about HubSpot as its arguably the most popular CRM around. And if you’re using HubSpot CRM already and need a free live chat solution, you can’t go wrong with this.
HubSpot Live Chat sits inside the free HubSpot CRM, letting sales, service, and marketing teams talk with visitors in real time, keep every message in a universal inbox, and record each chat against the contact timeline for instant context.
The widget is easy to brand, works on desktop and mobile, and can show different greetings on different pages to match visitor intent.
At the heart of HubSpot’s approach is simplicity and automation. Teams can create customizable chat flows that automatically route conversations to the right department, capture visitor information through pre-chat forms, and even integrate with their chatbot builder to handle common questions without human intervention.
With HubSpot live chat, support and sales teams can enhance their customer interactions through:
It goes without saying that HubSpot Live Chat works best if you’re already using the HubSpot CRM. If you’re in the market for basic live chat software that ticks all the right boxes, this might be a good choice for you.
Note: The Comm100 HubSpot integration allows companies to connect their HubSpot CRM directly with the Comm100 AI Platform.
| Pros | Cons |
|---|---|
| Free forever plan | Advanced automation requires a subscription |
| No-code bot builder | Focuses primarily on web chat than social messengers |
| Built into the HubSpot CRM | No flexible deployment options |
| Works best only with HubSpot CRM |
Because chat lives inside the CRM, every message instantly enriches the customer record. Marketing sees support questions, sales see marketing notes, and service sees it all.
Bots can branch by any contact property, so a first-time visitor and a long-time customer never get the same generic script.
Tawk.to stands out as the only completely free live chat platform that doesn’t compromise on essential features, making it an attractive option for small businesses, startups, and organizations operating on tight budgets who still need professional customer support capabilities.
The widget is easy to install with a simple JavaScript snippet, works seamlessly across desktop and mobile devices, and can be customized to match your brand colors, position, and messaging. However, you’ll see the “powered by tawk.to” branding quite prominently. You will have to pay to remove it.
At the heart of Tawk.to’s approach is accessibility and simplicity. The platform includes a built-in ticketing system, knowledge base, shortcuts for common responses, and even AI assistance through their Apollo bot. It’s not the best or the most intuitive, but for free, you can’t really complain.
For higher limits, the platform does offer a la carte pricing, so you only need to pay for features that you regularly use. Additional benefits include:
Tawk.to also offers optional video and voice calling add-ons for $49/month, along with screen sharing capabilities that enable more complex technical support scenarios directly within the chat interface.
The platform works particularly well for businesses that want to test live chat functionality before committing to paid solutions, or those that need conventional live chat features without the ongoing expense of per-agent pricing models.
Given that it’s free, tawk.to is actually quite impressive. Unlike freemium models that limit features or conversations, tawk.to provides unlimited agents, unlimited chats, and comprehensive functionality without any usage restrictions.
The platform generates revenue through optional paid services like hired agents and white-label branding rather than limiting core software features. You can’t create different types of AI agents though; it only supports their basic AI Assist bot.
| Pros | Cons |
|---|---|
| Completely free with no hidden costs | Heavy branding on the free plan |
| No chat limits | Severely limited branding options |
| Built-in ticketing | Not suitable for handling high chat volumes |
| Free AI bot assistance | Very limited integrations |
Beyond basic chat functionality, tawk.to includes a self-service portal that transforms customer support by reducing repetitive inquiries. Teams can build branded help centers on custom subdomains, organizing support content into logical categories that both customers and agents can reference during conversations.
When visitors can’t locate answers through the search functionality, the system seamlessly converts their inquiry into a support ticket with priority levels and automated assignment rules, creating a unified support workflow that bridges self-service and personal assistance.
As mentioned, tawk.to is free to use. You can buy custom add-ons from the in-app dashboard.
LiveChat is a business live chat software designed for e-commerce and B2B SaaS companies looking to add professional customer support capabilities to their websites and applications. The platform offers a customizable chat widget that businesses can adjust for colors, placement, and profiles.
The software provides comprehensive communication options including in-chat voice, video, and screen-sharing capabilities that allow agents to guide customers through complex processes or technical issues.
Their live chat software also includes essential features like chat transfer capabilities, message sneak peek that shows what visitors are typing in real-time, and complete conversation transcripts.
Agents can proactively reach out to website visitors or route inquiries from specific pages to specialized team members, with automatic distribution options available for balanced workload management.
However, there’s no option for on-premises deployment for live chat or AI chatbots. LiveChat also doesn’t include native chatbot, knowledge base, or help desk functionality, requiring separate products or third-party integrations for these capabilities.
While this modular approach provides flexibility, it can increase total costs as businesses scale their support operations.
Other key features include:
| Pros | Cons |
|---|---|
| Intuitive interface | No native chatbots, knowledge base, or ticketing |
| Comprehensive integration ecosystem | Basic reporting in the lower-tier plans |
| Reliable 24/7 support and documentation | Limited enterprise security features |
Comm100 helped McMaster University improve resolution times by 75%. Discover how they transformed their student support with AI-powered live chat.
Read the full storySalesforce Service Cloud Messaging represents the evolution of enterprise customer service platforms, particularly for organizations already invested in the Salesforce ecosystem.
The platform integrates deeply with Salesforce’s comprehensive CRM capabilities, creating a unified environment where customer conversations flow seamlessly into broader relationship management strategies.
Service Cloud Messaging replaced the legacy Salesforce Chat (Live Agent) system in 2024, bringing enhanced functionality built on Salesforce’s Hyperforce infrastructure. The new platform supports both synchronous and asynchronous conversations, allowing customers to start a chat and return to it later without losing context.
Seamlessly connect Comm100 with Salesforce to sync customer data, streamline workflows, and deliver personalized support at scale.
Learn moreOrganizations using Service Cloud Messaging benefit from comprehensive customer engagement capabilities:
The platform also includes supervisor tools like whisper messaging, real-time assistance flags, and live monitoring capabilities that enable managers to coach agents during active conversations.
Other common features like pre-chat forms capture customer information and route inquiries appropriately before human interaction begins. And, just like Comm100, you can also set up post-chat surveys.
| Pros | Cons |
|---|---|
| Deep integration with the Salesforce ecosystem | High licensing costs |
| Powerful AI capabilities | Complex implementation |
| Comprehensive reporting tools | Might be overkill for small businesses |
| Scalable architecture |
The digital customer engagement platform costs $75/user/month.
The Comm100 AI Live Chat platform is flexible and affordable for businesses that have small support teams. With limited staff, companies can deploy AI agents that can automate most routine queries, ensuring only relevant conversations are escalated to agents.
Re:amaze positions itself as an affordable all-in-one customer service platform specifically designed for e-commerce businesses and online stores looking to consolidate multiple communication channels without breaking the budget.
The platform takes a unified inbox approach, bringing together email, live chat, social media, SMS, and voice communications into a single interface.
Founded in 2012 and based in San Jose, California, Re:amaze has built a reputation among Shopify store owners and growing e-commerce businesses for delivering comprehensive functionality at competitive pricing.
The platform offers deep integrations with popular e-commerce platforms like Shopify, BigCommerce, and WooCommerce, automatically pulling in customer order history and purchase data to provide context during support conversations.
The software emphasizes automation and efficiency through features like chatbot workflows, automated customer engagement campaigns, and proactive messaging based on visitor behavior.
Re:amaze’s “Cues” feature automatically triggers personalized messages to website visitors based on their browsing patterns, pages visited, or time spent on site. Other features include:
However, some users report limitations in the search functionality and workflow automation compared to more enterprise-focused platforms. The interface, while functional, may feel less polished than premium alternatives.
| Pros | Cons |
|---|---|
| Excellent value proposition | Limited advanced search capabilities |
| Ideal for ecommerce stores | Lacking in compliance and enterprise-grade security options |
| Multi-store support |
LivePerson represents one of the established players in the enterprise conversational AI space, having evolved from its early live chat roots into a comprehensive platform focused on large-scale customer engagement automation.
Based in New York and serving over 18,000 global customers including many Fortune 500 companies, LivePerson positions itself as a transformation partner for traditional enterprises seeking to modernize their customer service operations.
ITSM switched from LivePerson to Comm100 to get the engagement and support they needed. Discover why they made the change.
Read the full storyThe platform emphasizes enterprise-grade security and compliance, meeting requirements for GDPR, HIPAA, and PCI DSS standards. LivePerson’s infrastructure is designed to handle the scale and regulatory demands of large enterprises, particularly in heavily regulated industries. Other additional features include:
However, LivePerson’s complexity and enterprise focus come with significant implementation challenges and costs. Many users report steep learning curves, complex setup processes, and the need for substantial professional services to achieve optimal results.
A B2B events supply company switched from LivePerson to Comm100 to deliver better customer experiences. See why they made the move.
Learn why| Pros | Cons |
|---|---|
| Proven enterprise scalability | Complex implementation process |
| Comprehensive omnichannel messaging platform | High total cost of ownership |
| Extensive API ecosystem | Steep learning curve |
| Limited transparency in pricing structure |
They don’t mention pricing on their site. You have to request a quote. They do offer three tiers:
With dozens of platforms claiming to be “the best,” how do you cut through the marketing noise and find the best live chat software that actually fits your business?
The truth is, there’s no one-size-fits-all answer. A startup selling digital products has completely different requirements than a hospital managing patient inquiries or a bank handling sensitive financial conversations.
What works perfectly for a small e-commerce store might be entirely inadequate for a Fortune 500 company with strict compliance requirements. But, we’d like to share a strategic framework to help you evaluate live chat platforms based on what actually matters for your specific situation:
Before you get dazzled by feature lists or caught up in pricing comparisons, step back and honestly assess what you’re trying to accomplish:
Your existing technology stack plays a crucial role in platform selection:
This is where many businesses make costly mistakes. Basic SSL encryption might suffice for some, but enterprises handling sensitive data need comprehensive security protocols:
Modern live chat blends human agents, chatbots, and AI assistance to optimize experiences while controlling costs.
Assess whether platforms offer conversational AI versus simple keyword-based responses, and define your automation goals around routine inquiry handling, lead qualification, or 24/7 coverage.
Sticker price rarely tells the complete story. Factor in implementation costs like setup fees, data migration, and system integration, plus ongoing expenses for training, management overhead, and professional services.
We recommend that you compare how costs scale with per-agent versus conversation-based pricing models, and account for hidden fees around additional features, API access, and premium support.
Live chat becomes mission-critical infrastructure, making vendor stability crucial. Research company financial health, customer retention rates, and product roadmap direction.
There have been some cases in the past where customers using other live chat vendors have switched to Comm100 just because they didn’t get critical support during crucial times, such as a new product or site launch.
Last but not the least, always remember: features should drive measurable business results, not just check boxes on comparison charts.
We’ve tried to provide an extensive overview of the live chat software landscape in 2025, but the reality is that the best platform for your business depends on your specific needs, industry requirements, and growth plans.
If you’re looking for the best live chat software that’s easy to set up and offers advanced AI capabilities, try Comm100. With Comm100’s comprehensive feature set, industry-specific compliance certifications, and proven scalability, it is the ideal choice for businesses in regulated industries or those planning significant growth.
Experience how Comm100 helps forward-thinking organizations deliver faster, smarter, and more secure customer service with AI-powered automation and omnichannel support.
Request a demo todayWhat’s the difference between live chat and chatbots?
Live chat involves real-time conversations between customers and human agents, while chatbots use AI or pre-programmed responses to handle inquiries automatically. Modern platforms often combine both, using chatbots for initial interactions and routine questions, then escalating to human agents for complex issues. The best solutions seamlessly blend automated and human assistance.
How many conversations can one agent handle simultaneously?
Experienced agents typically handle 3-6 live chat conversations simultaneously, compared to one phone call at a time. This efficiency is one of live chat’s key advantages. This can be enhanced by using AI agents, which can automate answers.
Can live chat help increase sales, or is it just for customer support?
Live chat can significantly impact sales through proactive engagement, lead qualification, and real-time assistance during the buying process. Many businesses use chat for both support and sales, with features like visitor tracking, proactive invitations, and integration with sales tools helping convert website visitors into customers.
What is the best live chat for small businesses with under 50 employees?
Comm100 is the best choice for smaller businesses with under 50 employees, as you can set up AI agents to automate more than 80% of all incoming conversations. This empowers your support teams to continue working without having to spend a lot of time on answering queries.
How do you measure the success of live chat implementation?
Key metrics include response time, customer satisfaction scores (CSAT), conversation volume, resolution rate, and conversion impact.
Many platforms provide built-in analytics, but also consider business metrics like reduced support tickets, increased sales, and improved customer retention. Set baseline measurements before implementation to track improvement.
What’s the typical implementation timeline for live chat software?
Basic implementations can go live within hours or days, while enterprise deployments with custom integrations, extensive chatbot development, and team training may take weeks or months. Cloud-based solutions typically deploy faster than on-premises systems. Factor implementation time into your project planning and vendor selection process.
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