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Freshchat is the modern messaging solution that delivers effortless customer service for the digital-first customer by bringing together artificial and human intelligence across messaging channels. Key-Value Propositions 1. Smart...Read more about Freshchat
Tidio Chat is a cloud-based live chat platform suitable for integration into any company’s website. It includes a customizable interface that lets companies make the live chat interface match the look and feel of existing online a...Read more about Tidio
Cyara's automated CX Assurance platform helps brands to deliver flawless customer experiences with less cost, effort, and risk. Cyara supports the complete CX software development lifecycle, from design to functional and regressio...Read more about Cyara
Comm100 Live Chat
Comm100 Live Chat
Comm100 Live Chat is used by small, mid-size, and large organizations in every industry to connect with their customers on their websites and mobile apps. Your customers can use traditional text-based chat with auto-translation in...Read more about Comm100 Live Chat
Intercom is a sales, marketing and support solution platform that acquires, engages and supports customers through its bot-based algorithm, targeted emails, push and in-app messages, and an integrated help desk. It caters to sales...Read more about Intercom
QuickBlox provides a set of tools that help to build a brand-new chatting application or to integrate the chatting functionality to the existing software system. The solution will work for the product from any business area - heal...Read more about QuickBlox
SnapEngage is a HIPAA compliant live chat solution that caters to businesses across various industry verticals such as travel, hospitality, real estate, health care, insurance, education and more. Key features include SMS-to-chat,...Read more about SnapEngage
LiveHelpNow provides omnichannel support solutions that give teams of any size the tools they need to drive an amazing customer experience. Software designed to meet all of your customer support, contact center, lead generation, a...Read more about LiveHelpNow
Drive your online sales through conversations. Smartsupp helps businesses deliver a personalized online shopping experience that drives sales by combining live chat, chatbots and video recordings, allowing you to genuinely connec...Read more about Smartsupp
Acobot is a cloud-based conversational AI platform that offers intelligent chatbots for e-commerce and online retailers to help boost online sales. In addition to AI, Acobot offers e-commerce capabilities to help grow and power on...Read more about Acobot
Birdeye is the highest-rated all-in-one reputation and customer experience platform for local businesses and brands. Over 90,000 businesses use Birdeye’s all-in-one platform to effortlessly manage online reputation, connect with p...Read more about Birdeye
Formilla.com is a cloud-based provider of customer messaging software for sales, marketing, and customer support. With a combination of Live Chat and marketing automation tools in one powerful platform, Formilla is an efficient wa...Read more about Formilla.com
Kommunicate is a live chat solution that enables businesses to streamline processes related to customer communications, chatbots, contact management and more. Professionals can create a knowledge base with a customizable interface...Read more about Kommunicate
Ada helps businesses create Artificial Intelligence (AI)-enabled chatbots to streamline customer support and communication processes. It offers customization tools, which allows organizations to improve customer engagement using v...Read more about Ada
Smith.ai offers 24/7, AI-backed live chat services and as well as a free, AI-only Chatbot. Smith.ai has designed their chat products and services to help businesses capture leads and help clients online. Live chat receptionists re...Read more about Smith.ai
Heyday by Hootsuite is artificial intelligence (AI) powered, all-in-one chat solution for ecommerce, support and marketing teams. With Heyday, ecommerce businesses deliver exceptional customer experience throughout the customer jo...Read more about Heyday
Acquire is a real time customer engagement platform that provides all your sales and support in one widget with live chat, email, video calling, SMS, chatbots, cobrowse and screen share. Acquire equips you with the tools to r...Read more about Acquire
Rocket.Chat is a collaboration solution that helps businesses work remotely through audio/video conferencing, screen sharing, live chat and more. It comes with a real-time message translation tool, which allows users to communicat...Read more about Rocket.Chat
LivePerson's Conversational Cloud offers live chat and messaging on a variety of digital channels including messaging directly on your business’s website or mobile app, SMS, Email, WhatsApp, Facebook Messenger, Apple Business Chat...Read more about Conversational Cloud
SendSonar is a cloud-based solution designed to help businesses automate processes for sending messages across digital platforms to promote marketing campaigns and increase customer engagement. Key features include feedback collec...Read more about Sonar
Popular Chatbot Software Comparisons
Buyers GuideLast Updated: November 09, 2022
As technology advances, businesses find more effective ways to engage and interact with customers. Live chat software is a telling example that improves upon email interactions and helps businesses offer instant responses to customer queries.
However, the biggest limitation of live chat platforms is that they require a substantial workforce to address all incoming customer inquiries in a timely manner. And replying to similar queries repeatedly is a low-productive task at best that can easily get frustrating for customer service executives.
Chatbot software can solve these challenges. It can serve as the bridge between providing optimal customer service and saving customer service executives' bandwidth for more discerning tasks.
In this buyers guide, we’ll look at what exactly a chatbot solution is, what are its common features, and other factors to keep in mind when buying one.
Here’s what we’ll cover:
- What is chatbot software?
- Common features of chatbot software
- What type of buyer are you?
- Key considerations
What is chatbot software?
Chatbot software is a computer program with conversational interface that allows it to hold conversations with human users via textual (and auditory in some advanced cases) methods. Typically, these programs can be set up as widgets on websites, messaging platforms, social media sites, and mobile apps.
Based on their complexity, chatbot software can be basic tools that offer responses based on pre-built scripts or more advanced solutions such as virtual assistants that perform transactions on the behalf of human users.
Chatbot builder in Landbot.io (Source)
Common features of chatbot software
Chatbot software allows users to easily create chatbots, set them up on the web or mobile apps, and derive customer insights. Let’s look at some of the common features of the tool.
|Chatbot builder||Create scripted responses and actions for the chatbot to execute during a conversation with human users. Build responses using visual elements such as cards, carousels, checkboxes, and multiple-choice answers.|
|Templates||Use premade chatbot templates for different industry verticals and use cases such as lead generation, customer service, ecommerce, and HR recruitment.|
|Training||Improve the performance of the chatbot by applying machine learning and natural language processing (NLP) to analyze conversations.|
|Chat widget||Add a chat widget to your website by copying and pasting automatically generated code.|
|Integration||Embed the chatbot on various social channels and messaging platforms, such as Slack or Facebook Messenger, using built-in integrations or via APIs.|
|Analytics||Gain business insights by viewing and analyzing reports on the average number of chats, popular conversations topics, peak hours, etc.|
What type of buyer are you?
The buyer groups for chatbot software are largely based on their IT budget and business needs. Let's look at the chief concerns of these two buyer groups:
Large businesses: These buyers typically have substantial budget and in-house IT expertise, which allows them to invest in building chatbots with extensive functionalities, such as NLP capabilities. These buyers can explore chatbot development frameworks such as Facebook's Wit.ai and Microsoft Bot Framework to build their own chatbots.
Small and midsize businesses: These buyers typically lack deep in-house IT expertise and sizeable budget. As a result, they should begin with the services of cloud-based chatbot software vendors that help users create chatbots using drag-and-drop interfaces without any coding. Using cloud-based chatbot solutions that come with monthly/annual subscription fees is also a low-risk way for SMBs to explore chatbots.
Before buying chatbot software, there are a couple of considerations to keep in mind.
Security concerns: The majority of chatbot solutions on the market are cloud-based instead of on-premise. As a result, data security and privacy can be a concern, especially for businesses that work in highly-regulated industries such as finance and healthcare. Moreover, with new privacy regulations such as GDPR, businesses should thoroughly investigate cloud-based chatbot vendors on their privacy and data protection measures.
Capability concerns: Chatbot solutions vary greatly when it comes to capabilities. There are basic chatbot solutions, known as scripted chatbots, that are easy to create, come at a low cost, but can only offer pre-programmed answers. On the other end are contextual chatbots with NLP capabilities, which can not only understand nuanced language but can also execute tasks on the behalf of users. However, businesses that want such capabilities in their chatbots need to have the right IT team with specialized domain knowledge.
Note: The applications selected in this article are examples to show a feature in context, and are not intended as endorsements or recommendations, obtained from sources believed to be reliable at the time of publication.