Six platforms earn High Performer status while LiveChat tops overall satisfaction rankings in crowdsourced report
Leaders receive strong customer satisfaction and market presence scores, while High Performers earn strong customer satisfaction marks with smaller market presence scores. Though no Leaders were named in the Fall 2015 report, six High Performers were named: Olark, LiveChat, Velaro, SnapEngage, Userlike and Pure Chat. LiveChat earned the highest overall satisfaction score.
The Grid℠, created from G2 Crowd’s software review platform, factors in customer satisfaction reported by users, along with vendor market presence determined from social and public data to rank products. The Fall 2015 report is based on more than 125 reviews written by customer service and other business professionals.
Live chat tools allow companies to communicate with their website visitors via chat window, pop-up, or similar display. Because online customer support and service employees frequently utilize live chat, a number of live chat products also populate the Web Customer Service category. Differentiating features are their e-commerce, help desk, and CRM integration abilities; scope and customizability of reporting and archiving features; range of preference settings for chat windows and notifications; and ability to share conversations with coworkers.
Of the nearly 50 software vendors listed in G2 Crowd’s Live Chat product category, the ranked products each received 10 or more reviews to qualify for inclusion on the Grid℠.
Across all live chat platforms, reviewers reported the product they use meets their requirements at an average rate of 89 percent, and on average reviewers said they were 88 percent likely to recommend the product they use.
According to review data, live chat products are used by a relatively wide range of professionals with different business purposes. Some reviewers reported using live chat platforms for customer and technical support, while others said they use it more for lead generation.
Some highlights from the live chat reviews on G2 Crowd:
“Olark is the best chat tool hands down. It’s simple to use [and] has a [lot] of features…I love the chat interface a lot[;] the Accepting New Chats / Not Accepting New Chats functionality is perfect.” – Matthew Wall, Project Manager at SafetySync
“I like that I can use [LiveChat] at my desktop, laptop, and… tablet with seamless access to the same records. It [encourages] customers to ask me questions that they’d otherwise not ask!” – Virginia Palyka, E-Commerce Manager at Axon Optics
“Velaro’s live chat solution is virtually always online. In just less than two years since we implemented…their service has proven to be overwhelmingly reliable. Also the customization of the delivery of live chat presentation allows us to brand our messages to our membership to reflect current marketing campaigns, providing the opportunity [to] increase…sales.” – George Laura, Call Center Manager at Michigan Schools and Government Credit Union
“[SnapEngage] really made a difference in the level of customer service we provide…[Students], faculty, staff, and community members [all use] chat as a way to communicate with the college and get their questions answered. It is SUPER easy to use as an agent, and also easy to use as the person asking the question. You’re able to customize your forms to fit your business and even able to put icons on whatever pages you choose.” – Shannon Washburn, Student Services Assistant at Anne Arundel Community College
“[Userlike]…has many customizable options[;] the reporting, ratings, and social aspects are great…[It’s] really a first class tool that anyone serious about customer engagement should get.” – Mike Rolih, CEO at GoRout
“Pure Chat is incredibly user friendly and simple to customize. It makes communicating with customers so easy. The personal chat pages are also great – very easy to design. The mobile app has been very useful, especially for notifications.” – Ashley McMahon, Sales Professional at Axosoft
Satisfaction rankings are generated from the user reviews, and market presence is calculated from vendor size, market share, and social impact. Based on a combination of these scores, each software solution is categorized as a Leader, High Performer, Contender, or Niche.
Premium live chat software research access can be purchased on the site for $599. This offers the original data for filtering and weighting, as well as individual profiles of each platform with the most helpful positive and negative reviews, detailed company information, user satisfaction ratings, feature scores and customer metrics. Future refreshes of the Grid℠ will provide updated rankings based on the latest reviews and social data.
Be sure to check out the new Grid℠ for the best live chat software and subscribe to the premium research.
About G2 Crowd, Inc.
G2 Crowd, the world’s leading business software review platform, leverages its 38,000-plus user reviews to drive better purchasing decisions. Technology buyers, investors, and analysts use the site to compare and select the best software based on peer reviews and synthesized social data. Co-founded by the founder and former executives from SaaS leader BigMachines and backed by roughly $12 million in capital, G2 Crowd aims to bring authenticity and transparency to business technology research. For more information, go to G2Crowd.com.