Live Chat Software: 5 Reliable Providers Compared

Munich-based company MessengerPeople offers companies software for customer communication via messenger apps. However, their website chat was only added in 2021 and is overall less sophisticated. For example, it doesn’t have features such as screen sharing and voice messaging.

MessengerPeople offers a variety of Messenger integrations and chatbot templates, but is one of the most expensive live chat providers in our comparison in terms of cost-benefit.

Advantages

• Media files. The software supports sending all popular media files like videos, pictures and documents.
• Messenger information assistant. You can send promotional bulk messages to messaging apps.
• Wide range of messaging app integrations. In addition to WhatsApp and Facebook Messenger, the software also allows for integration with Viber and Notify, for example.

Disadvantages

• High costs. Monthly costs start at 499 euros when using more than two agents.
• Can’t resume previous conversations. There is no possibility to resume a conversation later.
• Limited website chat. Their web chat lacks important customer service features such as sending voice messages, screen sharing, and audio and video calls.
• No alternative messengers. No SMS channel and no integration with european messaging apps like Threema.

Price

• MessengerPeople does not offer a free version.
• Paid versions with limited functions are available from €49 per month; MessengerPeople charges €499 for the full range of functions.

Reviews

Ratings for MessengerPeople on different software comparison platforms at the time of publishing.

Capterra: 4.3/5 stars (34 reviews)

G2: 4.6/5 stars (10 reviews)

OMR Reviews: 4.5/5 stars (56 reviews)

The American provider Zendesk was founded in 2007. It has since grown into a complex platform that enables combined phone, email and live chat support. More recently, Zendesk integrated a CRM tool into its software. Having a rather broad functionality, the live chat itself is kept quite simple. It has a clean, modern style, but you can’t send voice messages or switch from chat to a video call, for example. The compatible messaging channel options are limited to the essentials.

On another important note, Zendesk is not a bargain. Rather than paying fixed package prices, companies pay a fee for each team member. In its “Suite Professional” option, that’s about $100 per agent per month.

Advantages

• Combined software. With its multiple channels, CRM and ticket system, Zendesk combines the functionality of multiple tools in one.
• Extensive integration network. Here and there Zendesk lacks some handy features, but they can usually be integrated via an API — with added costs attached.
• Mobile app. Zendesk offers a mobile version of its software, making it easy to use on the go.

Disadvantages

• Complexity. The all-in-one charm is a bit tinted by the software’s multiple layers since different channels and tools require their own functionalities and settings.
• Non native add-ons. The CRM module is rather new and doesn’t seamlessly integrate with the rest of the software.
• Simple live chat. Live chat is only one of many parts of Zendesk, so in terms of functionality, it falls behind compared to specialized live chat providers.
• Not GDPR-friendly. Hosting on a EU server comes with additional costs.
• Slow problem solving. Customer support is hard to reach. It sometimes takes weeks to get through.
• Pricing. Even considering that Zendesk covers multiple purposes, the pricing is quite high.

Price

• Zendesk doesn’t offer a free version.
• Fees start from 49 Euro per agent per month.

Reviews

Ratings for Zendesk on different software comparison platforms at the time of publishing.

Capterra: 4.4/5 stars(3.070 reviews)

G2: 4.3/5 stars(4.870 reviews)

OMR Reviews: 4.2/5 stars(63 reviews)

Like Zendesk, Intercom is an American live chat provider that was founded in 2011. In addition to live chat, it helps you manage your email support and provide a self-service platform for your customers. Intercom also sells itself as a CRM solution, but the functionalities are too limited to fully work as such. Intercom’s strengths lie in the live chat platform’s usability and their easy chatbot setup.

Like Zendesk, you pay per user per month, but the exact price remains Intercom's secret until you talk to them. A transparent pricing page doesn’t exist.

Advantages

• User-friendly. Easily set up your live chat and automation.
• Interactive product tours. Present your products in easy-to-set-up product tours (module comes with additional monthly costs)
• Functional app version. Not every app can compete with the desktop version, but Intercom’s can. The mobile app is friendly and functional.

Disadvantages

• Expensive solution. Users say that starting with Intercom is relatively affordable, but if you add essential functions the monthly price goes up pretty quickly, and pretty high.
• Not GDPR-friendly. Hosting on a EU server comes with additional costs.
• Limited contacts. If you talk to more than 2,000 clients a month, you’ll receive additional costs
• Limited customization The knowledge base lacks customization options.
• Slow customer service. A problem that many bigger companies run into: the more clients they have, the worse the customer care experience is.

Price

• Intercom doesn’t offer a free version.
• A paid plan for “very small businesses” (as defined by Intercom) is available for $74 a month. Prices for “most businesses” are not communicated on the pricing page.

Reviews

Ratings for Intercom on different software comparison platforms at the time of publishing.

Capterra: 4.5/5 stars (845 reviews)

G2: 4.4/5 stars (2,381 reviews)

OMR Reviews: 4.2/5 stars ( 31 reviews)

Czech company Smartsupp has a compact offering for businesses. The software combines a live chat tool, email and Facebook Messenger in one platform. However, chat channels such as WhatsApp or SMS cannot be connected.

The paid packages are limited to three users, which can only be expanded to up to 10 users in the "Pro" package for an additional charge. Chat histories are also only available for a limited time with Smartsupp.

The live chat provider allows companies to send media files and integrate chatbots, but important service features like chat tagging, message templates and screen sharing are unavailable.

Advantages

• Chat window customization. Smartsupp's chat window can be color customized to match your website design.
• Smartlook feature. This allows you to track the visitor's activity on your website.
• Mobile App. Smartsupp is also available as a mobile app for iOS and Android.

Disadvantages

• Low range of messaging channels. Smartsupp only allows integration with Facebook Messenger.
• No advanced customer service features. No feature for voicemail, audio/video calls, and screen sharing for website chat.
• No roles and permissions for users. Agents can’t be assigned individual rights or roles to organize team work.

Price

• Smartsupp offers a free version, but it’s limited to 100 conversations per month.
• Paid versions are available from €25.50 per month, including three users.

Reviews

Ratings for Smartsup on different software comparison platforms at the time of publishing.

Capterra: 4.7/5 stars (260 reviews)

G2: 4.4/5 stars (15 reviews)

OMR Reviews: no ratings

Userlike: professional live chat software

Userlike has already helped more than 10,000 companies like Mercedes-Benz, Toyota and Bayer to modernize their customer service. In addition to website chat, our solution also offers integrations with popular messengers such as WhatsApp, Facebook, Telegram and more so that you can reach your customers outside of your website.

You too can benefit from our many years of experience in customer communication and let one of our experts advise you on the use of Userlike in your company. Can you already tell that Userlike is the right solution for your business? Then test our all-in-one software for 14 days free of charge.