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The reality is, most companies aren’t providing the customer support that today’s consumers expect. 99% of customers believe companies need to improve their service and support. Clearly, companies need to change the way that they’re supporting their customers.

To do so, organizations must adopt customer service software that can meet their customers where, how and when they want. First and foremost, this means offering a range of digital channels like live chat, social media, and SMS.

With many factors involved in choosing the best customer service software, it can be difficult to know where to begin. To make this important decision easier, we’ve put together a list of the top customer service software. In alphabetical order, these are:

Since every organization will have unique criteria when selecting the best customer service software, we’ve used the following categories to guide your decision making:

Product Features & Capability icon
Product features & capability

Each of the best customer service software offers unique features and capabilities. In this category, we list the features that matter most as well as those that distinguish each vendor from the competition.

Integrations icon
Integrations

Software integrations allows customer service software to work with other pieces of software. For comprehensive support, the best customer service software will support a variety of integrations covering the top digital channels. In this category, we look at the most important software integrations available from each vendor.

Reporting icon
Reporting and insights

The best customer service software is quickly becoming an important way to capture and analyze customer insights. The reporting capabilities of this software are the key to unlocking these customer insights and developing strategies that can increase engagement, sales, and any other metrics that can be measured. In this category, we list the top reports available from each vendor.

security icon
Security and compliance

As customer service goes digital, organizations must be responsible stewards of customer data to meet customer expectations. In this category, we explain the top compliances supported by each customer service software vendor, like HIPAA, PCI DSS, and GDPR.

Customer support icon
Customer support

Even the best customer service software needs occasional support. When choosing a customer service software solution, it’s important not to overlook the support capabilities of your partners. In this category, we break down the customer support options available from each vendor.

Pricing icon
Pricing

Pricing will always be a major consideration when selecting the best customer service software, but it can be difficult to compare costs across a variety of delivery models. In this category, we see how the cost of each vendor stacks up so that you can find the best value for your organization.

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Reviews

Last of all, we’ll look at reviews of the best customer service software to understand how they stack up. In this category, we look at Capterra review scores to see how users have scored each software.

We’ve listed the top live chat software in alphabetical order. With that in mind, let’s discover the best live chat software for your business.


Comm100 Logo
www.comm100.com
Headquartered
Vancouver, Canada
Founded
2009
Comm100 is a global provider of digital omnichannel customer engagement software for education, government and commercial organizations of all sizes.
Best for
Organizations of all sizes that want a complete customer service solution without sacrificing value, customization, or security.

Product Features & Capability icon
Product features & capability
  • Omnichannel platform
  • Live chat
  • Audio and video chat
  • Full phone and voice system integration
  • SMS support with bulk outreach capabilities
  • AI chatbot
  • Task bot
  • Voice bot
  • Multi-language chat and auto-translation
  • Natural Language Processing
  • Proactive chat invitations
  • Knowledge base
  • Ticketing for email and messaging
  • 36 months data storage
  • Live chat automation tools
  • Pre/Post-chat surveys
  • Canned messages
  • Co-browsing
  • Advanced routing rules
  • Chatbot sentiment analysis
  • Website real-time visitor tracking
  • Cloud and on-premise deployment options
  • Multiple and dynamic campaigns
Integrations icon
Integrations

Comm100 supports a variety of CRM, CMS, eCommerce, and social platform integrations, including:

  • SMS
  • WhatsApp
  • Telegram
  • Facebook Messenger
  • WhatsApp Business
  • WeChat
  • Line
  • Twitter
  • Facebook
  • Instagram
  • Salesforce CRM
  • Zapier
  • Microsoft Dynamics 365 CRM
  • Shopify Plus
  • Zendesk
  • WordPress
  • Magento
  • Cisco UCCX/UCCE
  • Drupal
  • Joomla
Reporting icon
Reporting and insights

Comm100’s detailed reporting includes:

  • Queue Length and Wait times
  • Chat Source and Chat Volume Reports
  • Chat Transfer Report
  • Rating Report
  • Agent availability report
  • Agent performance
  • Efficiency Report
  • Tickets and messaging reports
  • Visitor Segmentation
  • Resolved & Unresolved Bot Chats & Conversions Report
  • High Confidence Answers Report
  • Usage Report
security icon
Security and compliance

Data level: All network communication is TLS encrypted, data obfuscation, no storing of payment information
Application level: IP restriction, complex agent password policy enforcement, CAPTCHA verification, audit logs, SSO and LDAP available, credit card masking in platform.
Compliances: ISO 27001, PCI DSS, SOC 2 Type II, TRUSTe® Privacy Certified, HIPAA, GDPR, PIPEDA compliant

Customer support icon
Customer support

Comm100 offers 24/7 live chat support and support via phone, SMS and WhatsApp during business hours.

Pricing icon
Pricing

Comm100 has quote-based pricing across three plan tiers:

  • Omnichannel Gold
  • Omnichannel Platinum
  • Custom (configured to your specific needs)

Omnichannel Platinum package includes NLP chatbots and more advanced integrations, including support for all ticketing & popular social channels. More advanced bot tools like AI chatbots and voice bot are available as add-on features, along with secure messaging.

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Reviews

Capterra

  • Ease of Use: 4.7 / 5
  • Customer Service: 4.6 / 5
  • Features: 4.5 / 5
  • Value for Money 4.4 / 5
  • Overall Rating: 4.7 / 5
genesys logo
www.genesys.com
Headquartered
Menlo Park, California, United States
Founded
1990
Now organizations of all sizes can deliver AI-powered, personalized experiences. Delight your customers, inspire your team, offer personalization on every channel, anywhere, anytime.
Best for
Organizations looking to deliver better customer service and introduce improved efficiencies.

Product Features & Capability icon
Product features & capability
  • Chatbots
  • Voicebots
  • Speech-enabled IVR
  • SMS
  • Messaging apps
  • Web messaging
  • Chat and email routing
  • Co-browse and screenshare
  • Digital outbound campaigns
  • Inbound voice routing
  • Voicemail
  • Callback
  • Voice outbound campaigns
  • Inbound / outbound blending
  • Unified communications
  • Interaction recording
  • Screen recording
  • Quality management and compliance
  • Speech and text analytics
  • Platform APIs
  • Workforce management
  • Employee performance & engagement
Integrations icon
Integrations

Genesys supports a variety of CRM and collaboration applications, with more available via third-party integration through their AppFoundry Marketplace. Available integrations supported natively include:

  • Salesforce
  • Microsoft Dynamics 365
  • ServiceNow
  • Microsoft Teams
  • Zoom Meetings
  • Zoom Phone
  • Oracle
  • Zendesk
Reporting icon
Reporting and insights

Genesis supports real-time and historical views of the following:

  • Interactions
  • Queue and agent
  • Agent activity
  • Personal views
  • Survey views
  • Flows – performance, destination, outcomes
  • DNIS, skills, wrap-up views
  • Scheduled callbacks
  • Outbound campaigns
  • Quality admin and evaluator dashboards
  • Intraday monitoring and schedule adherence views
security icon
Security and compliance

Data level: All data stored in AWS, uses AWS security protocols like TLS/SSL Encryption
Application level: Logical isolation to enforce strict control of data requests and access permissions
Compliances: PCI-DSS, SOC 1 and SOC 2, ISCO 27001, HIPAA, HITRUST, FedRAMP, C5, GDPR, California Consumer Privacy Act certification, US-EU and US-Swiss Safe Harbor.

Customer support icon
Customer support

Genesys offers a resource center available for self-support for free, and offers 24/7 phone and web portal support based on a paid license.

Pricing icon
Pricing

Genesys offers a variety of plan options with either monthly or hourly paid rates, these include (in USD):

  • Genesys Cloud CX1
    $75 monthly or $0.68 Hourly
  • Genesys Cloud CX2
    $110 monthly or $0.99 Hourly
  • Genesys Cloud CX3
    $150 monthly or $1.35 Hourly
  • Genesys DX
    Additional quote-based options

Features in the Cloud CX 2 and Cloud CX 3 tiers include additional digital channels, AI-powered engagement, and additional IVR minutes, data storage, and API requests. Unified communications, workforce engagement, and AI and digital solutions are all available as add-ons.

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Reviews

Capterra

  • Ease of Use: 4.3 / 5
  • Customer Service: 3.9 / 5
  • Features: 4.1 / 5
  • Value for Money 4.0 / 5
  • Overall Rating: 4.3 / 5
Gorgias logo
www.gorgias.com
Headquartered
San Francisco, California, United States
Founded
2015
Gorgias is the ecommerce helpdesk that turns your customer service into a profit center.
Best for
Ecommerce organizations and Shopify merchants looking to centralize shopper support.

Product Features & Capability icon
Product features & capability
  • Centralized interactions
  • Billable tickets
  • Email
  • Social Media
  • Live Chat
  • Voice
  • SMS
  • Connection with ecommerce store
  • Metrics
  • Team management
  • Satisfaction surveys
  • Self-service
  • Macros
  • Managed rules
  • Help Center / FAQ
  • Intent & sentiment detection
  • Chat campaigns
  • Managed rules
  • User permissions
Integrations icon
Integrations

Gorgias supports a wide variety of platform integrations through their integration library, including:

  • Facebook
  • Instagram
  • Twitter
  • Shopify
  • Aircall
  • Yotpo
  • Recharge
  • Klaviyo
  • Postscript
  • Gmail
  • SMS
  • Office 365
Reporting icon
Reporting and insights

Gorgias’s reporting includes:

  • Revenue statistics
  • Support performance metrics
  • Live statistics
  • Automation statistics
  • Self-serve statistics
security icon
Security and compliance

Data level: App data is sent via HTTPS TLS encrypted, data obfuscation of sensitive information. AES-256bit encryption between servers.
Application level: SSO for Google & Microsoft 365, two-factor authentication
Compliances: SOC 2 Type II, HIPAA

Customer support icon
Customer support

Gorgias offers comparatively limited support options, with only email support available at the Starter plan, and adding 24/7 live chat support at higher tiers.

Pricing icon
Pricing

Gorgias offers several plan options with monthly or annual rates, these include (in USD):

  • Starter (50 tickets / month)
    $10 monthly
  • Basic (300 tickets / month)
    $60 monthly or $600 annually
  • Pro (2,000 tickets / month)
    $360 monthly or $360 annually
  • Advanced (5,000 tickets / month)
    $900 monthly or $9000 annually
  • Enterprise
    Quote-based pricing

Gorgias’s Starter plan is also limited to 3 user seats while the other tiers are unlimited. This plan also comes with reduced support and features compared to other plans.

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Reviews

Capterra

  • Ease of Use: 4.6 / 5
  • Customer Service: 4.6 / 5
  • Features: 4.5 / 5
  • Value for Money 4.5 / 5
  • Overall Rating: 4.7 / 5
HubSpot Service Hub logo
www.hubspot.com/products/service
Headquartered
Cambridge, United States
Founded
2006
Customer service software that helps you deepen customer relationships, connect to the front office, and drive team efficiency.
Best for
Support teams looking to introduce customer support software that integrates with HubSpot’s CRM platform.

Product Features & Capability icon
Product features & capability
  • Live chat
  • Shared inbox
  • Conversational bots
  • Ticketing
  • Calling SDK
  • Email scheduling
  • Team email
  • Caned snippets
  • Email templates
  • Meeting scheduling
  • Reporting dashboard
  • Email tracking
  • SLA rules
  • Service analytics
  • Multi-language knowledge base
  • Conversation routing
Integrations icon
Integrations

Through the HubSpot App Marketplace, HubSpot Service Hub supports a variety of platform integrations, including:

  • Gmail
  • Google Calendar
  • WordPress
  • Zapier
  • iCloud
  • Microsoft Dynamics 365
  • Zoom
  • LinkedIn
  • Mailchimp
  • Facebook
  • Facebook messenger
  • Twitter
  • Shopify
  • Microsoft Teams
  • Slack
  • Salesforce
Reporting icon
Reporting and insights

HubSpot Service Hub’s paid plan options include a variety of analytics tools and reports, including:

  • Customer satisfaction score (CSAT)
  • Average time to close ticket
  • Chat wait time
  • Support volume
  • Chat and email conversations
  • Tracked terms in transcripts
  • Additional custom reports
security icon
Security and compliance

Data level: Encryption In-Transit (TLS 1.2, TLS 1.3), Encryption At-Rest (AES-256), hosted on AWS
Application level: Web Application Firewall (WAF), Distributed Denial of Service (DDoS) Protections, Regular Vulnerability Scanning
Compliances: SOC 2 Type II, SOC 3, GDPR Compliance

Customer support icon
Customer support

The level of customer support that customers receive from HubSpot depends on the plan they are on.

  • Starter – Community support, email, live chat
  • Professional – the above plus phone support
  • Enterprise – the above.
Pricing icon
Pricing

HubSpot’s Service Hub is free to start using. More premium features are offered with paid plans, including:

  • Starter: $45/month or $540/year for 2 agents
  • Professional: $450/month or $5,400/year for 5 agents
  • Enterprise: $1200/month or $14,400/year for 10 agents
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Reviews

Capterra

  • Ease of Use: 4.4 / 5
  • Customer Service: 4.6 / 5
  • Features: 4.0 / 5
  • Value for Money 4.2 / 5
  • Overall Rating: 4.4 / 5
intercom logo
www.intercom.com
Headquartered
San Francisco, California, United States
Founded
2011
Open a direct channel between your business and your customers that's in your product, app or website, in the moment, and on their terms.
Best for
Sales and marketing teams looking for a customer service software platform to track the entire customer lifecycle

Product Features & Capability icon
Product features & capability
  • Live chat
  • Chatbots
  • Custom bots
  • Banner messages
  • Multi-channel campaigns
  • Push messages & notifications
  • Targeted messaging
  • Salesforce & Market integrations
  • Help articles
  • SLA rules
  • Team inboxes
  • Ticketing Workflows
  • Workload management
  • Role-based permissions
  • Outcome reporting
  • Product Tours
  • Outbound email and in-product messaging
  • Mobile carousels
  • A/B testing & control groups
  • Message versioning
Integrations icon
Integrations

Through Intercom’s app store, a variety of integrations with CRM, CMS, eCommerce, and social platforms are possible. Since some integrations have been built by third parties, additional fees may apply. Popular integrations include:

  • WhatsApp
  • Facebook
  • Instagram
  • Salesforce
  • Zapier
  • Twitter
  • HubSpot
  • Slack
  • Stripe
  • Calendly
  • Mailchimp Subscribe
  • Segment
  • Freshdesk
  • Google Calendar
  • Google Analytics
Reporting icon
Reporting and insights

Reports are available for lead generation, customer engagement, and customer support. These include:

  • Overview report
  • Team performance report
  • Customer satisfaction report
  • Customer Engagement report
  • Conversations report
  • Effectiveness report
  • Conversation tags report
  • SLAs report
  • Resolution Bot report
  • Leads report
  • Sales report
  • Articles report
  • Custom Bots report
security icon
Security and compliance

Data level: All data encrypted in transit using 256-bit encryption. API and application endpoints are TLS/SSL only. Data encrypted at rest using AES-256 encryption.
Application level: Password and credentials are stored using a PBKDF function (bcrypt), 2FA and SSO options available
Compliances: SOC 2, HIPAA, CSA, ISO 27001, EU-US Privacy Shield

Customer support icon
Customer support

Intercom offers support hours 24/7 via messenger or email. In the event of service outage, response times are given based on response priority ranging from 3 days for non-critical issues to 2 hours for service critical matters.

Pricing icon
Pricing

Intercom starts with a small business plan with a set price, and quote-based plans that offer more options:

  • Starter
    $74 / month USD when billed annually
  • Support
    Quote-based pricing
  • Engage
    Quote-based pricing
  • Convert
    Quote-based pricing

Optional add-ons include Surveys, WhatsApp, and Product Tours.

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Reviews

Capterra

  • Ease of Use: 4.4 / 5
  • Customer Service: 4.3 / 5
  • Features: 4.3 / 5
  • Value for Money 4.0 / 5
  • Overall Rating: 4.5 / 5
Zendesk for Service logo
www.zendesk.com
Headquartered
San Francisco, United States
Founded
2007
Zendesk provides the complete customer service solution that’s easy to use and scales with your business.
Best for
Teams looking for a scalable and robust help desk solution.

Product Features & Capability icon
Product features & capability
  • Ticketing
  • Messaging across web, mobile, and social
  • Email
  • SMS
  • Voice
  • Live Chat
  • Chatbots
  • Help Center
  • Unified agent workspace
  • Routing based on agent status
  • Robust APIs
  • Service Level Agreement management
  • Proactive chat invitations
  • Pre-/Post-chat survey
  • Website visitor tracking
  • Canned messages
  • Detailed reporting
  • Offline forms
  • Customizable chat window and button
  • Agent availability
  • Timeline (Jump back to different points of conversation history)
  • Agent permissions
Integrations icon
Integrations

Through the Zendesk Marketplace, Zendesk for Service supports a variety of CRM, CMS, eCommerce, and social platform integrations, including:

  • WhatsApp
  • Twilio
  • Slack
  • Salesforce
  • Jira
  • Microsoft Teams
  • Discord
  • Trello
  • WordPress
  • Hootsuite
  • Zapier
  • SurveyMonkey
  • Zoom
Reporting icon
Reporting and insights

Zendesk includes a variety of custom and pre-built reports and analytics that include:

  • Zendesk Benchmark
  • Voice usage reporting
  • Google Analytics for help center
  • Live agent activity dashboard
  • Visual data alerts
  • Customer Satisfaction ratings (CSAT)
  • Net Promoter Score
  • SLA reports
  • Calls made
  • Emails sent
  • Appointments held
  • Tasks completed
security icon
Security and compliance

Data level: TLS/SSL encryption; IP restrictions, data at rest encrypted using AES-256 key encryption
Application level: Advanced password policy; 2-factor authentication
Compliances: SOC 2 Type II, ISO 27001:2013, ISO 27018:2014, ISO 27701:2019, FedRAMP LI-SaaS, Skyhigh Enterprise-Ready, PCI DSS, HIPAA, HDS, Cloud Security Alliance (CSA), McAfee Cloud Trust – McAfee Enterprise Ready, IT-ISAC, FIRST, Financial Services Qualifications System (FSQS), TRUSTe® Privacy, PIPEDA, GDPR, U.S.-EU Privacy Shield, U.S.-Swiss Safe Harbor, SAS-70 Type II compliant

Customer support icon
Customer support

Zendesk offers live chat and email support, but no phone support.

Pricing icon
Pricing

Zendesk offers a 30-day free trial of all their plans. Their foundational support plans do not include live chat, meaning a more costly suite plan is required. Their full pricing packages are:

  • Suite Team: $49/agent per month
  • Suite Growth: $79/agent per month
  • Suite Professional: $99/agent per month
  • Suite Enterprise: $150/agent per month
  • Additional customized enterprise plans from $215/month per agent
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Reviews

Capterra

  • Ease of Use: 4.3 / 5
  • Customer Service: 4.2 / 5
  • Features: 4.3 / 5
  • Value for Money 4.1 / 5
  • Overall Rating: 4.4 / 5

Live chat software comparison - review summary chart

See how others from G2Crowd & Capterra rank the top live chat software
Capterra logo
Comm100 4.7
Genesys  4.3
Gorgias 4.7
HubSpot Service Hub 4.4
Intercom 4.5
Zendesk for Service 4.4

Wrap up

Each of these customer service software options provides unique benefits. To learn more about what makes Comm100 one of the best customer service software options and to see how it can unify your customer service response across all your channels, book a personalized demo with Comm100 today.