Best Live Chat Software for Small Business in 2025

You can purchase a high-quality online chat application for business. However, with the many similar products available, it is hard to distinguish between good and bad live chat tools. This buyer’s guide is intended to assist you in selecting the best live chat software for small and large businesses by providing a checklist of considerations.

Vendors of the best live chat software for business typically provide free trials, demos, and basic plans. Signing up for these allows you to learn the fundamentals of each system. You don’t have to pay anything to compare two systems and quickly identify problems. Begin by compiling a short list of potential small business live chat software by examining which tools in our Customer Support category have the highest SmartScore rankings and customer satisfaction ratings: Freshchat, Pipedrive, Velaro, Podium, LiveAgent, and more.

Live chat tools benefit any business that wishes to assist customers online. However, there are three instances when having this type of software is required if you want to provide good customer service:

• Small businesses that want to gain the trust of their customers. Live chat software for small businesses is similar to traditional stores in that salespeople are present to assist customers in locating what they require. Because they might have a hard time hiring a large team for the job, small businesses may also find it difficult to personalize the same experience behind the screen. Instead, they should consider assembling a small team of knowledgeable professionals to help them establish trust in their brand.
• Medium businesses are a subset of growing and changing businesses and find it challenging to predict their customers’ questions, problems, and needs. They would want to avoid such problems and may benefit from a live chat system to make things easier, track visitors in real time, and assist people even if they are unsure of what is wrong.
• Large corporations want to personalize the customer experience. Still, the biggest issue could be that they have “second-hand” customer relationships where customers do not feel truly cared for. Large businesses can benefit from live chat systems because they can track how visitors behave and invite them to chat when it appears that it would be beneficial.

Live business chat software abounds in the market. Here are some of the best tools to explore:

1. Freshchat – It combines artificial and human intelligence across messaging channels to provide seamless customer service for digital-first customers. This powerful messaging platform serves customers across digital channels. It is available on the web, mobile, in-app, and others. 
2. Pipedrive – it is a sales-focused CRM with a simple, powerful design. It is created to be agile and powerful so that nothing falls through the cracks, letting teams spend less time filing and more time selling.
3. Velaro – It is an enterprise-specific website live chat software that helps maximize sales, improve service, and boost rep productivity. It allows real-time feedback, identification of coachable moments, and continuous improvement.
4. Podium – It helps boost customer reviews, sends personalized texts, customizes outbound marketing campaigns, and powers text and credit card payments from one easy-to-use inbox.
5. LiveAgent – It allows users to link all support inputs, including emails, Facebook comments, Tweets, contact forms, live chat, and phone calls. It is available as SaaS or self-hosted in 43 languages.
6. Vision Helpdesk – It is a customer support ticketing software that serves all small, medium, and enterprise-level business with its help desk software, satellite help desk software, service desk software, and chat software. 
7. Zendesk – It allows natural conversations with customers using the Support Suite and its omnichannel support. It’s sophisticated enough to meet complex needs and simple enough to get started immediately.
8. Freshdesk Messaging – It combines artificial and human intelligence across messaging channels to provide seamless customer service. Customers can expect on-demand, personalized support on familiar channels.
9. Salesforce Live Agent – it provides real-time live chat for websites and apps. It lets site visitors contact your company online, and your representatives respond in real-time with instant connection 24/7.
10. LiveChat – It is a web-based support and service chat and helps desk app that includes tools for online marketing, web analytics, and live customer support. It lets users chat with clients and prospects on websites in real time.

Based on the services they provide, there are three main types of live chat software for small businesses:

• Information Live Chat Systems. These systems are simply used to provide visitors with information and answer questions at any time, usually to assist them in deciding or providing information about a product. Most of the time, chat agents only handle incoming requests, but it’s not uncommon for these systems to be able to track behavior and allow agents to step in even when they’re not asked.
• Sales Live Chat Systems. These systems were created to assist online stores in providing important information to customers who are about to purchase something. Instead of technicians, behind the desk will be sales agents with a wealth of knowledge and a natural ability to convert prospects into buyers.
• Customer Service Live Chat Systems. People frequently confuse customer service and informational live chat systems, but the main difference is that customer service focuses on assisting customers with problems rather than answering questions. This is why they are run by technicians and IT departments. Their feature set is far more advanced than that of informal services, and they frequently allow you to get help from a distance.

Apart from these, small business live chat software is divided into two categories based on the channels:

• Text Only. The only way for agents and customers to communicate with each other using this type of Live Chat Software for Small Businesses is through chat. Most chat widgets on websites allow users to initiate conversations.
• Video or voice. Live chat solutions allow you to make voice or video calls. These are especially useful when customers have difficult-to-explain problems that necessitate a lengthy conversation.

According to our in-depth comparisons, your next live chat system should include the following key features:

• API Application Programming Interface (API). They are not usually industry-specific because each company has a different software infrastructure with which to integrate the system. Instead, they provide developers with a set of open APIs that can be used to connect the system to any third-party platform manually.
• Co-browsing. This is the same as screen sharing, a feature that allows you to observe how visitors behave, track what they do, and direct them to do what you want them to do. As you might expect, this is a very useful tool to have when you think a little contact might be beneficial.
• Email Transcripts. All of your chats are converted into full transcripts by good live chat systems and saved in the platform’s database for later use. The best ones, however, are powerful enough to send the information directly to your email address.
• File-sharing. Like chat boxes on social networks, corporate live chat systems should have a way to share files. The system should ideally be able to handle files of various sizes and formats.
• Mobile Device Support. This is one of those features that should not go unnoticed because it is so important when doing business online. You should not make your customers wait until they have access to their computers before contacting you. Instead, go for a solution that includes a mobile app so they can contact you anytime.
• Social Media Integration. The sooner you link your social media accounts to your live chat system, the better. People look for you first on social media, so include a chat button on your profile page and import that information into your live chat system.
• Surveys and Feedback. One of the benefits of directly communicating with customers is that you can conduct surveys based on their responses and use the results to gauge how well your company is doing.
• Ticketing. You might think that live chat systems don’t need a ticketing system, but for the most part, they do. For one thing, an agent might not be available to answer right away or be dealing with a complicated issue that needs to be sent to technical support. Customer preferences can also play a role. Some people, for example, prefer not to speak with an agent and instead submit a ticket.
• Visitor Monitoring. Visitors are monitored by visitor monitoring systems on live chat platforms so that they can get help immediately. This informs agents about how visitors arrive at the website, which pages they visit, and how long they spend on each section. As a result, they can provide personalized assistance and even find new customers.
• Analytics. Live chat solutions provide data on how well the customer service team is performing. With this information, team leaders can determine where they need to improve in order to provide the best service possible.

According to our Live Chat Software for Small Business reviews, the following are the primary benefits for businesses that use this type of system:

• Support costs are lower. Because each agent can only handle one call at a time, phone support is expensive. Live-chat agents, on the other hand, can handle multiple conversations at the same time, allowing them to assist more customers in the same amount of time as phone support agents.
• Increase sales. Metrics tell online stores how customers interact with their website, which helps them increase sales. They can use live chat software for small businesses to direct visitors to pages with less popular products, answer any questions they may have, and use co-browsing to suggest products that visitors might be interested in purchasing.
• Improved customer service. Many businesses provide self-help tools such as a knowledge base and frequently asked questions (FAQ) pages, but customers may be unfamiliar with how to use them. Along with self-service tools, these businesses can provide live chat assistance to customers to help them get the most out of them. This can make customers happier while lowering the company’s phone support costs.
• Increasing the number of visitors. Some businesses use their website for advertising their products or services, hoping visitors will contact them. However, prospective clients may be hesitant to contact businesses such as law firms, insurance agencies, and car dealerships until they have received answers to their questions. These businesses can use live chat to answer the most common questions that may be preventing customers from contacting them.
• Ideas for R&D. When customer service representatives talk to customers, they can learn what they need and what they expect from the company’s products or services. The organization can then use the feedback to generate new ideas.

• Automatic Response. Automated responses allow you to still inform customers when chat agents are unavailable. As a result, they know that their problems cannot be resolved immediately and must wait a certain amount of time.
• Chatbots. Even if a customer service representative cannot speak with the customer, a chatbot can. Customers can use this to quickly solve simple problems.
• Screen sharing. This is now available in some small business live chat software. Customers can show support agents their desktops, and agents can do the same for them. As a result, representatives can better understand the issue and devise the best solutions.

• Mobile Device Responsiveness. Businesses must consider how well their small business live chat software works on mobile devices. People like to do many things on their phones, so the live chat widget needs to be easy to use. In either case, a business might miss out on new leads or lose customers they already have.
• Agents’ Tone. It can be hard to tell how either the customer service rep or the customer feels through chat. So, agents have to work hard to look friendly so customers don’t lose interest. They must choose their words and punctuation marks with great care.
• Integrations with third-party services. Information sharing can help with sales, marketing, and customer service solutions. It can be a problem if a live chat app doesn’t work well with other platforms. Businesses could miss important information that could help them improve their products or services.