Platform
Features
Reviews

All-Around Best Features & Value

  • 100% free plan, non-expiring
  • AI bots route requests and automate repetitive FAQs
  • Custom live handover triggers for web and mobile inboxes
  • Mobile chat app with advanced support features
Review: 4.8

Live Chat Support & Integrations

  • Web, desktop, and mobile applications
  • Ticketing system
  • Reporting and analytics
  • Integration with other business systems
  • Integrates with chatbot.com
Review: 4.5

Omnichannel, AI & Self Service

  • Streamline customer conversations in one place
  • Automate your repetitive work and save time
  • Collaborate with other teams to resolve issues faster
  • Email and chat support solutions
Review: 4.5

Messaging & Voice Conversational Marketing

  • Managed enterprise chatbot service provider
  • Create conversational campaigns for multiple channels
  • Including Facebook Messenger, Twitter, Amazon Alexa, Google Assistant, SMS, Web Chat
4.3

The 29 Best Customer Service Chatbot Platforms To Maximize Your ROI

The best customer service chatbot platforms in 2020 are guaranteed to improve engagement and customer experiences across your online channels.

They also have a proven ability to:
  • Reduce costs
  • Provide 24/7 assistance across multiple channels
  • Increase leads, conversions, sales, and customer satisfaction

 

Customer support chatbots make this possible because your visitors can immediately connect with you from your website, social media pages, in your mobile app, or wherever your chatbots are able to “live.”

Also consider that this is a nearly frictionless process, which is why engagement rates are astronomically higher than any other channel.

Table of Contents

What are customer service chatbots?
#1. Best Customer Service Chatbot: MobileMonkey
#2. Best Customer Service Chatbot: Freshdesk
#3. Best Customer Service Chatbot: ItsAlive
#4. BestCustomer Service Chatbot: Bold360
#5. Best Customer Service Chatbot: Reply.ai
#6. Best Customer Service Chatbot: Botsify
#7. Best Customer Service Chatbot: Flow XO
#8. Best Customer Service Chatbot: Acquire.io
#9. Best Customer Service Chatbot: SnapEngage
#10. Best Customer Service Chatbot: WP-Chatbot
#11. Best Customer Service Chatbot: DialogFlow
#12. Best Customer Service Chatbot: Ada
#13. Best Customer Service Chatbot: Conversable
#14. Best Customer Service Chatbot: Pandorabots
#15. Best Customer Service Chatbot: ChattyPeople
#16. Best Customer Service Chatbot: ActiveChat
#17. Best Customer Service Chatbot: Xenioo
#18. Best Customer Service Chatbot: Converse AI
#19. Best Customer Service Chatbot: Engati
#20. Best Customer Service Chatbot: Pypestream
#21. Best Customer Service Chatbot: Kayako
#22. Best Customer Service Chatbot: ZoConvert
#23. Best Customer Service Chatbot: Drift
#24. Best Customer Service Chatbot: Verloop
#25. Best Customer Service Chatbot: LiveChat
#26. Best Customer Service Chatbot: Odus.ai
#27. Best Customer Service Chatbot: Zendesk Chat
#28. Best Customer Service Chatbot: Intercom
#29. Best Customer Service Chatbot: Helpcrunch
Questions to ask when choosing the best enterprise chat software for your business

What are customer service chatbots and why should all businesses have them?

The short and simple answer to this question can be summarized with these three statistics:
  • Live chat increases conversions on your website by 45%.
  • Website engagement gets a 3x boost when having a customer service chatbot.
  • Consumers are 63% more likely to return to a website that has web chat.

 

Intelligent chatbots use your existing information and resources, like FAQs or knowledgebase articles to help answer and resolve customer questions. They can also be trained to give instant responses using your brand’s preferred tone of voice.

This means quick, more consistent customer service and just as important, less repetitive questions your customer support agents need to answer.

You should consider adding a customer service chatbot to your website if:
  • There’s an opportunity or need to provide support across multiple channels.
  • You want to be able to provide 24/7 support.
  • Reducing your customer service costs while providing better customer service sounds appealing to you!

 

The following 29 chatbot platforms have been highly vetted and qualified to make the best customer service chatbot platforms list in 2020.

#1. Best Customer Service Chatbot: MobileMonkey

MobileMonkey is an all-in-one chatbot platform that supports web chat, live chat, SMS and Facebook Messenger bots, and omnichannel marketing. The platform is rare in that it has very suitable solutions for both small business and enterprise-level clients, as well as both marketing and customer support teams.

best customer service chatbot - MobileMonkey
Mobile Monkey Features:
  • Multi-channel chatbot platform on web and mobile app
  • Native web chat, Facebook Messenger, and SMS marketing tools
  • Visual-flow chatbot builder and editor
  • Chatbot templates
  • Multilingual
  • Zapier and other integrations
  • Always mobile-friendly
  • AI bots route requests and automate repetitive FAQs
  • Custom live chat handoff triggers
  • Analytics and reporting

 

Pros - MobileMonkey:
  • Extensive suite of chatbot tools and automation.
  • Mobile chat app with advanced support features.
  • Surprisingly easy to use for such a robust platform.
  • Chatbot builder and workflows.
  • Works across many channels (SMS, web chat, Messenger) and unifies all conversations in one inbox.
  • Unlimited contacts and leads on all plans.
  • Huge user community.

 

Cons - MobileMonkey:
  • Frequently updating user interface due to new features

 

MobileMonkey Pricing: You can get started building bots with a non-expiring version of MobileMonkey for free. If you need advanced automation and integrations, pricing then starts at $14.25/mo, and goes up to $299/mo.

#2. Best Customer Service Chatbot: Freshdesk

Freshdesk is an omnichannel, AI-driven, self-service chatbot solution for customer service that has solutions for both small business and enterprise clients.

best customer service chatbot - Freshdesk
Freshdesk Features:
  • Email and chat support solutions
  • Omnichannel, AI & self service
  • SLA management and custom ticket status
  • Canned responses
  • Dashboard comes with event timeline, user info and social profiles
  • Reporting and analytics

 

Pros - Freshdesk:
  • Streamline customer conversations in one place.
  • Automate your repetitive work and save time.
  • Good team collaboration with Team Huddle, Shared Ownership, Linked Tickets, and Parent-child Ticketing features.

 

Cons - Freshdesk:
  • Hard to transfer chats and poor timely notifications have been reported as issues. One user reported a 10 second lag time from trying to start a chat with a visitor, to the chat box actually appearing in-front of the visitor.
  • Analytics dashboard can become unreliable without proper maintenance.
  • Freshchat (Freshdesk’s chatbot) is apparently not of the same quality as Freshdesk.

 

Freshdesk Pricing: Freshdesk has five pricing tiers, starting with a free plan. The free plan is enough to get an idea of what the platform looks like, but it won’t provide you with enough power for a sales or support team. After the free plan, pricing starts at $15 per agent / per month (e.g. 2 agents = $30/mo), and then goes up to $109 per agent / per month, which is their Enterprise level pricing. Features needed is what will move you and your team into higher pricing tiers.

#3. Best Customer Service Chatbot: ItsAlive

ItsAlive is a chatbot building platform to easily build chatbots and services. The platform uses “recipe” workflows, and has a couple other features which make it unique from other chatbot platforms.

best customer service chatbot - ItsAlive
ItsAlive Features:
  • Recipe workflows
  • Persistent Menu that’s always available to users
  • Broadcast automated messages after live chat sessions
  • Facebook Messenger bot builder
  • Unanswered questions tab
  • Intercom integration
  • Notifications and alerts
  • Analytics dashboard

 

Pros - ItsAlive:
  • Once you understand the recipe workflow, you can very quickly build a conversation.
  • Persistent menu feature allows you to create a menu that is always visible to the user. This can come in handy if the user wants to navigate back to a certain point in the bot or misclicks and goes down the wrong conversational path.
  • Unanswered questions tab allows you to look at all the questions that the bot was unable to answer.
  • Solid user interface that’s easy to navigate.

 

Cons - ItsAlive:
  • Visual builder is lacking abilities that many other platforms have, such as a bird’s eye view of your bots.
  • Inability to test your bots without testing them in Facebook Messenger.
  • Fairly limited use cases, as the product is built almost entirely for Facebook Messenger apps.
  • Unable to unlock full feature set unless you negotiate Enterprise plan pricing.

 

ItsAlive Pricing: ItsAlive has 5 pricing tiers. The Free plan gives you 1 chatbot and up to 1,000 messages per month, but doesn’t include any advanced features. The Solo plan is $19/mo and includes 5,000 messages, and some advanced features. The Plus plan is $49/mo, you get 2 chatbots and up to 20,000 monthly messages, as well as a few additional advanced features. At $99/mo, the Pro plan gets you 5 bots and up to 100,000 messages per month. Finally, the Enterprise plan unlocks all features and unlimited bots and messages per month.

#4. Best Customer Service Chatbot: Bold360

Bold360 is a conversational AI and live chat platform with customer engagement and customer service features.

best customer service chatbot - Bold360
Bold360 Features:
  • Customer engagement tools
  • Internal network systems for HR & IT
  • Powerful chatbot and automation
  • APIs and SDKs

 

Pros - Bold360:
  • Tightly integrated live agent and chatbot makes bot to human handoff simple and quick.
  • Powerful platform with a long list of features.

 

Cons - Bold360:
  • Owned by LogMeIn, this software has security features and a UI/UX that feels outdated and hinders the productivity of the end users. Parts of the platform feel like a legacy system, and although you have everything you need and more with Bold360, it’s just not as smooth or visually appealing as many of the new customer service chatbots on the market.
  • Integrations and custom development on the platform are overly complex for 2020 or beyond.

 

Bold360 Pricing: There are five pricing tiers for Bold360, however, all of them require you contact the company to request a quote. Although each tier clearly states what’s included in the package, without any pricing available, the tiers do feel a bit silly to post publicly.

#5. Best Customer Service Chatbot: Reply.ai

Reply.ai is built with answering customer questions in mind. Its goal is to us AI to deflect support volume on your digital channels without compromising on customer experience.

best customer service chatbot - Reply.ai
Reply.ai Features:
  • Customer service bots
  • Ecommerce bots for Shopify, Magento, Salesforce Commerce
  • Zendesk, Kustomer, and Khoros AI solutions
  • Allows for 24/7 support of your customers
  • Build bots for Facebook Messenger, WhatsApp and other platforms
  • Analytics and reporting
  • Visual bot builder
  • Bot to human handoffs

 

Pros - Reply.ai:
  • Strong for customer support and answering your most commonly asked questions.
  • Dedicated support, advanced reporting, enterprise-ready software

 

Cons - Reply.ai:
  • Company focus is mostly on deflecting support tickets for larger companies. Bots can do a lot more, and many of their competitors have those tools as well.
  • Until NLP and AI heavy chatbots are able to hold real conversations, it feels like you’re paying for enterprise level software, but what you’re really getting is a chatbot team from Reply.ai.

 

Reply.ai Pricing: No pricing available. You’ll have to schedule a demo to talk pricing with Reply.ai.

#6. Best Customer Service Chatbot: Botsify

Botsify is a platform that allows a business to create a chatbot without having to code for Messenger, Slack, or a website. For larger clients, Botsify offers fully managed plans and their platform is diverse enough to support enterprise level clients.

best customer service chatbot - Botsify
Botsify Features:
  • Visual flow bot builder and editor
  • Chatbot templates
  • Store user data
  • AI/machine learning
  • Keyword auto-responses
  • Multilingual chatbots
  • Enable bot to send email notifications
  • Alexa voice bot
  • Integrate with other business systems

 

Pros - Botsify:
  • Quick and easy to set up a bot
  • Basic machine learning features
  • Basic analytics
  • Integrations assist in using data from website to chatbot

 

Cons - Botsify:
  • Advanced responses require hardcoded dynamic API-based responses
  • Pricing based on the number of subscribers
  • Limited number of contacts in the pricing model, which quickly becomes $300/mo
  • Chat capture feature is free only during the 14-day trial, and with a single chatbot
  • No multi-channel marketing features (Facebook Messenger only)

 

Botsify Pricing: After a free 14-day trial, Botsify starts at $50/mo with up to 30K contacts. After that, it jumps to $300/mo for unlimited contacts.

#7. Best Customer Service Chatbot: Flow XO

Flow XO is another more complete solution for building chatbots, hosting them and deploying them across different channels/platforms. Although it fits into the enterprise chat software category, Flow XO has very reasonable pricing and solutions for small and medium-sized businesses as well.

best customer service chatbot - Flow XO
Flow XO Features:
  • Virtual welcome mat for visitors
  • Lead capture tools
  • Live chat
  • Ability to answer simple questions
  • Accept payments through your bot
  • Messenger, Slack, Telegram, Twilio, web chat

 

Pros - Flow XO:
  • No coding skills required and easy to use user interface (UI).
  • Not only limited to Facebook Messenger. You can also build chatbot widgets for your website or integrate them with suitable third-party platforms.

 

Cons - Flow XO:
  • Although the user interface is elegant, the ability to actually create a bot in a reasonable amount of time is a problem.
  • No easy human to bot handoff, making your bot largely responsible for all customer and site visitor interactions. Lots could go wrong here.

 

Flow XO Pricing: Flow XO has a free account to get started. Paid versions start at $19/month, which gets you 5,000 interactions and you can add 25,000 by paying an extra $25/month and add five more bots for an extra $10/month.

#8. Best Customer Service Chatbot: Acquire.io

Acquire helps support teams solve customer issues quickly and easily chatbots and automation. They refer to themselves as an all-in-one customer service platform. Acquire is designed to streamline customer conversations for sales, support and onboarding.

best customer service chatbot - Acquire
Acquire Features:
  • Unified agent view
  • Live chat
  • Chatbot
  • Integrations
  • Sales, support, and onboarding tools
  • Analytics
  • Video and voice
  • Web and in-app controls

 

Pros - Acquire:
  • In addition to live chat, Acquire also has profile management, user records, as well as video and voice call functionality for conversations that require escalation.
  • Recently, Acquire has added many more integrations, making the platform much more scalable and useful to a wider range of users.

 

Cons - Acquire:
  • Many reviews find Acquire to be expensive and have less features when compared to the competition.

 

Acquire Pricing: Book a demo meeting with Acquire in order to obtain pricing details.

#9. Best Customer Service Chatbot: SnapEngage

SnapEngage is a dedicated chat solution built for customer support and engagement.

best customer service chatbot - SnapEngage
SnapEngage Features:
  • Sales tools: capture, qualify, convert leads
  • Customer service and engagement tools
  • Healthcare / HIPAA compliant chat
  • Omnichannel solutions: SMS, web chat, Twitter, Facebook Messenger, WeChat

 

Pros - SnapEngage:
  • Quick and easy setup.
  • Help desk integrations with Zendesk, Salesforce, Dynamics 365, and others.

 

Cons - SnapEngage:
  • Somewhat dated looking user interface.
  • Limited amount of integrations.

 

SnapEngage Pricing: SnapEngage has 3 pricing tiers starting at $16 per user, per month. The mid-level plan starts at $26 per user, per month. And then the Enterprise plan starts at $40 per user, per month.

#10. Best Customer Service Chatbot: WP-Chatbot

WP Chatbot is probably the best WordPress chatbot on the market, which is why it comes in at #3 on the list. It’s a quick and easy way to get a sophisticated web chat app onto any WordPress site.

WP-Chatbot Features:
  • One-click-install for WordPress
  • Custom greeting messages
  • Add Messenger customer chat in web applications
  • Multiple languages supported
  • Traditional live chat and robust chatbot builder

 

Pros - WP-Chatbot:
  • Super easy to install.
  • Team-friendly inbox for your marketing, sales and support teams
  • Full integration with MobileMonkey
  • Complete chat history and contacts storage
  • Detailed positioning, customization and branding

 

Cons - WP-Chatbot:
  • Requires Facebook Messenger

 

WP-Chatbot Pricing: WP-Chatbot is free to get started. If you want the enhanced website chat widget for WordPress, pricing starts at $48/year total.

#11. Best Customer Service Chatbot: DialogFlow

DialogFlow is a Google bot-building framework that gives users new ways to interact with your product by building engaging voice and text-based conversational interfaces. It’s one of the most powerful platforms on the market if you have the resources to build on their framework.

best customer service chatbot - DialogFlow
DialogFlow Features:
  • Facebook Messenger bots
  • Google Assistant, Amazon Alexa, Cortana integrations
  • Available to use on website and mobile apps

 

Pros - DialogFlow:
  • Advanced natural language processing (NLP).
  • Number of marketing channels to choose from.
  • Optimized for Google Assistant.
  • Strong machine learning capabilities.

 

Cons - DialogFlow:
  • Usage is limited without ability to code.
  • Limited languages available.
  • Focus on NLP is heavy, so setup and training for DialogFlow takes longer than competitive platforms.
  • No broadcasting (message blast) option.

 

DialogFlow Pricing: DialogFlow has a free plan available. The product is priced monthly based on the edition and pricing plan you choose, along with the requests made each month. Pricing is more complicated than other platforms, so take a look for yourself if interested: DialogFlow Pricing

#12. Best Customer Service Chatbot: Ada

Ada is a no-code chatbot builder that’s focused on fully automated customer experiences, use cases which require the collection of personal information within chat, and then providing replies based on customer orders, accounts, bookings, passwords, etc.

best customer service chatbot - Ada
Ada Features:
  • Automated customer experiences
  • No coding required, drag-and-drop editor
  • Advanced machine learning and NLP
  • Bots for Facebook Messenger, WeChat and WhatsApp
  • Audience segmentation tools
  • Proactive chat
  • Analytics
  • Data security features

 

Pros - Ada:
  • Best for: Telecom; industries like finance which require secure data capture and storage; companies that need to provide service to accounts, plans and bookings; and need for proactive chat.
  • Audience segmentation and targeting based on user behavior and attributes.

 

Cons - Ada:
  • For ecommerce companies, there’s no in-chat payments option native to the platform.
  • Lacks chat history, which is a deal breaker for many.
  • No automated sequencing or retargeting campaigns for Messenger.

 

Ada Pricing: Need to contact Ada or schedule a demo for pricing.

#13. Best Customer Service Chatbot: Conversable

Conversable is a managed enterprise chatbot service provider with messaging and voice conversational platform for designing, building and distributing AI-enhaced messaging and voice experiences.

best customer service chatbot - Conversable
Conversable Features:
  • Messaging and voice conversational marketing
  • Visual chatbot builder
  • AI training tools for insights
  • Customer management system (CMS)
  • Marketing tools
  • API interface
  • Analytics and reporting tools
  • Pre-built bot templates
  • Interactive conversation editor

 

Pros - Conversable:
  • Create conversational campaigns for multiple channels, including Facebook Messenger, Twitter, Amazon Alexa, Google Assistant, SMS, Web Chat.
  • Provide strategic advice, service, support, SLAs, and data security.

 

Cons - Conversable:
  • User friendliness is the main objection to using Conversable
  • Not suitable for small or even most medium sized businesses

 

Conversable Pricing: Need to contact Conversable for pricing.

#14. Best Customer Service Chatbot: Pandorabots

Pandorabots is an open-source website allowing people to build and publish chatbots on the web.

best customer service chatbot - Pandorabots
Pandorabots Features:
  • AIML is the main differentiator
  • Voice enabled for speech-to-text and text-to-speech
  • Mobile support
  • Web hosting and publishing
  • Free documentation and training
  • Multilingual
  • Context-aware
  • Web-based development tools
  • Conversational logs
  • Integrate with external knowledge sources
  • RESTful APIs

 

Pros - Pandorabots:
  • Open source platform, so you can own and download your code
  • Deploy to messaging or voice channels
  • If you’re willing to build your own bot, lots of flexibility and can easily build high performance bots

 

Cons - Pandorabots:
  • The use of pure AIML requires that you define your own input/output pairs
  • Not advisable to build your bot using Pandorabots and then host it somewhere else

 

Pandorabots Pricing: Pandorabots does have a free 14 day trial. Pricing after that starts at $19/mo, the next plan is $199/mo, and then above that is Enterprise pricing.

#15. Best Customer Service Chatbot: ChattyPeople

Chattypeople is a chatbot platform for creating an AI chatbot on Facebook with integrated Facebook commerce. Ideal for entrepreneurs and marketers in small companies that want enterprise level technology.

best customer service chatbot - ChattyPeople
ChattyPeople Features:
  • Facebook Messenger bots
  • Facebook commerce bots
  • Shopify integration to Facebook
  • AI/machine learning technology

 

Pros - ChattyPeople:
  • No coding required. Create a Facebook messaging bot quickly and easily.
  • Perfect for small businesses that want enterprise level technology.

 

Cons - ChattyPeople:
  • Focused primarily on Facebook Messenger

 

ChattyPeople Pricing: Chattypeople is free to get started. If you need advanced automations and integrations, pricing then starts at $14.25/mo, and goes up to $299/mo.

*NOTE: Chattypeople was acquired by MobileMonkey (#1 on this list) in 2018.

#16. Best Customer Service Chatbot: ActiveChat

ActiveChat is built for ecommerce and customer service. The platform works across Facebook Messenger, Twilio SMS, and has integrations for Shopify and WooCommerce.

best customer service chatbot - ActiveChat
ActiveChat Features:
  • Available channels: Facebook Messenger, Twilio SMS
  • Ecommerce platform integrations with Shopify and WooCommerce
  • CRM integrations
  • Visual chatbot builder
  • Can connect your live chat support framework

 

Pros - ActiveChat:
  • Easy to get started with visual chatbot builder and LEGO for chatbots.
  • Ability to add timers and delays which make the bot more natural feeling than many other chatbots.
  • Ecommerce tools for cart abandonment.

 

Cons - ActiveChat:
  • Pricing is high compared to competitors who have more robust feature sets.

 

ActiveChat Pricing: Free plan provides single bot with up to 500 monthly active users, but lacks many features. Starter plan is $19 a month and gives you one bot with up to 1,000 monthly active users. Architect plan is $49 a month where you get access to all features. And the Agency bot is $249/mo, which gets you ten bots for 50K monthly active users and access to all features.

#17. Best Customer Service Chatbot: Xenioo

Xenioo is another “all-in-one” multi-channel chatbot platform. They have chatbots for customer service/support, Facebook Messenger, Whatsapp, and website.

best customer service chatbot - Xenioo
Xenioo Features:
  • Multi-channel: FB Messenger, Whatsapp, Telegram, Amazon Alexa, Google Assistant, Slack, website, and custom built chatbots
  • Voice enabled chat
  • Conversation history
  • Chatflow designer and editor
  • Preview and debug feature
  • AI engine with custom NLP intents
  • Team features for support

 

Pros - Xenioo:
  • Lots of channels to take advantage of for marketing and sales purposes.
  • Freely edit and modify your chatbot without affecting the active bot.

 

Cons - Xenioo:
  • Until you get to Agency pricing, you only have email support from the Xenioo team.
  • User interface is outdated.

 

Xenioo Pricing: Xenioo has a free plan, and then pricing starts at $29.99/mo. Pricing is relatively straightforward, based on the number of bots you build and the number of messages you send per month. The highest of the three priced plans is $250/mo, which gets you all the features, 100 chatbots, and 350K messages per month.

#18. Best Customer Service Chatbot: Converse AI

SmartSheet’s Converse AI is a platform to build, train and launch chatbots for medium to large sized companies.

best customer service chatbot - Converse AI
Converse AI Features:
  • FAQ handling
  • Automated workflows
  • Integrations to internal tools
  • Surveys and notifications
  • Quick start templates
  • Voice, image and video support
  • Drag and drop chatbot builder

 

Pros - Converse AI:
  • Wide range of integrations in addition to Facebook Messenger, including Slack, Smooth, Nexmo, Salesforce, Stripe, and PayPal.

 

Cons - Converse AI:
  • Interface and user experience is complex and takes time getting used to.

 

Converse AI Pricing: No pricing available online for Converse AI. You’ll need to contact their team to negotiate pricing.

#19. Best Customer Service Chatbot: Engati

Engati chatbots deliver comprehensive customer support, automated sales and marketing, as well as intelligent HR management.

best customer service chatbot - Engati
Engati Features:
  • Conversation flow builder
  • Machine learning and proprietary NLP
  • Multilingual
  • Web chat, live chat, mobile, social media bots
  • Bot templates
  • Broadcasting and campaign management
  • Ecommerce tools
  • Voice bots
  • Mobile SDKs
  • Analytics

 

Pros - Engati:
  • Platform is code-free and supports Facebook Messenger, KiK, Telegram, Slack, and other platforms.
  • Advanced integrations framework for JSON Rest APIs with many OOB integrations.
  • Omnichannel - meaning you can build one bot and deploy it across 14+ channels, including web chat, mobile, and social media.

 

Cons - Engati:
  • You need to get to the Enterprise level pricing in order to take advantage of live chat, the automated FAQ builder, voice interactions, and data retention.
  • Hard to get started and little tutorials or documentation to help with that.

 

Engati Pricing: Free plan allows up to 1K interactions, 2 bots, and 1 brand. After that, Professional plan pricing starts at $19/mo for up to 10K interactions, 5 bots, and 1 brand. Business plan pricing is $50/mo for up to 30K interactions, 20 bots, and 1 brand. Anything above those thresholds requires you contacting Engati for enterprise pricing.

#20. Best Customer Service Chatbot: Pypestream

Pypestream is a bot building framework that uses conversational AI, APIs and integrations to drive online commerce primarily for travel, insurance and financial businesses.

best customer service chatbot - Pypestream
Pypestream Features:
  • NLP, voice capabilities
  • AI/machine learning and training
  • Scheduling tools
  • Data encryption
  • In-chat payments
  • Surveys
  • Notifications and triggers
  • Live chat takeover
  • Analytics

 

Pros - Pypestream:
  • Provides appealing features for travel, insurance and finance industries. For example, their in-chat bookings tool facilitates the scheduling of activities, concierge services, as well as in-chat services for loyalty programs, coupons, travel insurance, and more.

 

Cons - Pypestream:
  • Does not provide for publishing to Facebook Messenger and other popular chat platforms.
  • No pre-built integrations with live chat and email vendors.

 

Pypestream Pricing: Pypestream requires you to get in touch with them for pricing details.

#21. Best Customer Service Chatbot: Kayako

best customer service chatbot - Kayako
Kayako Features:
  • Live chat
  • Help center
  • Analytics
  • Customer journey
  • Messenger chatbot
  • Shared team inbox
  • Ecommerce support

 

Pros - Kayako:
  • Native integration with help desk
  • Live chat agent routing
  • Many integrations
  • Customer activity tracking and analytics

 

Cons - Kayako:
  • Uses unique reporting language, like SQL, which you need to learn
  • Integration options very limited
  • Lots of complexity that other platforms do not have

 

Kayako Pricing: Five different plans for chat and customer service tools, ranging from free to $59/mo per agent.

#22. Best Customer Service Chatbot: ZoConvert

ZoConvert aims to make it quick and easy to create Facebook Messenger bots with marketing, sales, and support tools.

best customer service chatbot - ZoConvert
ZoConvert Features:
  • Facebook Messenger bot
  • Shopify integration
  • Affiliate program
  • Automated messaging

 

Pros - ZoConvert:
  • Created with Shopify ecommerce storefronts in mind. Works great to recover abandoned carts and to solve other common ecommerce pain points.

 

Cons - ZoConvert:
  • Limited to Facebook Messenger, so if someone isn’t signed into Messenger, or doesn’t use Facebook Messenger, you’ll have difficulty capturing customer information and the checkout/buying process for customers will be troublesome.

 

ZoConvert Pricing: ZoConvert is another pay-as-you-go pricing model, based on the number of subscribers you have each month. Your first 100 subscribers are free. After that, there are four additional pricing tiers. For 1K subscribers, you pay $19/mo; 5K subscribers is $59/mo; 20K subscribers is $99/mo, and above that you’ll need to contact ZoConvert for pricing.

#23. Best Customer Service Chatbot: Drift

Drift is a platform that utilizes live chat and automated chatbot software.

best customer service chatbot - Drift
Drift Features:
  • Mobile application
  • Manage complex customer cases through tickets
  • Option for automated messaging
  • Automate activities with a chatbot
  • Store data about visitors
  • Marketing and sales automation
  • Integrates with other business systems

 

Pros - Drift:
  • Strong lead generation features
  • Ease of use
  • Lots of automation tools to choose from

 

Cons - Drift:
  • Pricing is extremely high compared to the competition which offer similar or better feature sets, especially if you have multiple teams and want to route chats between them
  • Mobile application and web chat has many bugs, for example it has an issue where the web chat thinks you are a returning visitor (eg: Hi, welcome back Sarah) even though you are not that person.
  • Many competitors outscore Drift in key feature areas (like bot builder) and sell for a lower price
  • The bot builder is less powerful than other products (MobileMonkey, ManyChat, Chatfuel, etc.) yet is only available in the enterprise edition
  • No support for messaging (SMS, Facebook Messenger, WhatsApp, etc.)

 

Drift Pricing: Drift has a free plan that doesn’t include any notable features. After that, pricing begins at $50/mo and then jumps to $400/mo, $1500/mo and custom pricing with an additional charge for each user.

#24. Best Customer Service Chatbot: Verloop

Verloop is a platform for personalized conversations with leads, and focuses in converting those leads into paying customers. They also have bots for Shopify, WordPress, and Magento.

best customer service chatbot - Verloop
Verloop Features:
  • Bots for Messenger, website, in-app
  • Ecommerce bots for Shopify, Wordpress, and Magento
  • Chatbot-to-human handoff for support
  • Code free, drag and drop interface
  • APIs, webhooks
  • Analytics, sentiment analysis
  • Answer visitors FAQs

 

Pros - Verloop:
  • Easy to implement and has many integrations.

 

Cons - Verloop:
  • Ability to create chatbot conversational flows is limited.
  • No ability to broadcast, which limits your capabilities with the platform.

 

Verloop Pricing: Verloop’s pricing is either free or negotiated once you need to upgrade. There’s a free forever Starter plan for up to 500 monthly conversations, which includes features like FAQ automation, bot builder, live chat, CRM integration and Facebook Messenger bots. Then there’s a Enterprise plan which includes all features, for which you’ll need to contact Verloop to negotiate pricing.

#25. Best Customer Service Chatbot: LiveChat

LiveChat is a simple chat window that can be installed on any website to provide live chat support or integrate with chatbot.com to create a chatbot for the window.

best customer service chatbot - LiveChat
LiveChat Features:
  • Web, desktop, and mobile applications
  • Ticketing system
  • Chat window customization
  • Reporting and analytics
  • Sales and goals tracking
  • Integration with other business systems
  • Create a chatbot by integrating with chatbot.com

 

Pros - LiveChat:
  • Feature-rich platform
  • Many integrations
  • Good design
  • Predefined responses for FAQs
  • Chat widget customization

 

Cons - LiveChat:
  • Automation toolset is far worse than competitors
  • High pricing in comparison to competitors with similar feature sets
  • Poor multilingual compatibility
  • Standalone app that has a separate WordPress plugin
  • Premium plans are relatively expensive and features in the Starter Plan are very limited

 

LiveChat Pricing: LiveChat has no free plan available. Starter Plan is $19/mo per user and before you get to Enterprise level pricing, there is a $149/mo per user plan.

#26. Best Customer Service Chatbot: Odus.ai

Odus.ai is a conversational AI-based chatbot platform with an intuitive and non-programming interface.

best customer service chatbot - Odus.ai
Odus.ai Features:
  • Customer support automation
  • Team offers custom built integrations with other software
  • Vocie calls and text messages connection via third party providers
  • Multilingual assistants
  • User segmentation
  • Analytics of scenarios, conversations and dialogs

 

Pros - Odus.ai:
  • Full automation of customer support with patented technology
  • Focused on the AI side of their chatbot, so potential upside could be high.
  • Works across multiple platforms like Facebook Messenger, WhatsApp, Telegram and others.
  • Can use to sell your products by connecting your product database or connecting to Shopify.

 

Cons - Odus.ai:
  • Not an easy to use or intuitive platform when you first get started. No conversation flow builder like most other chatbot platforms.
  • Relying on AI/machine learning to accurately answer questions and provide good customer service 99% of the time is unrealistic in 2020. Prepare for to deal with some people being upset with your bot.
  • Not built for marketers. This tool is almost strictly used for customer service.

 

Odus.ai Pricing: On the Odus.ai free plan, you get limited access and 5 free templates. The basic plan offers full platform access at $0.005+ per request. And the premium support plan provides expert support for $245+ per month.

#27. Best Customer Service Chatbot: Zendesk Chat

Zendesk is a help desk software that uses live chat as a communication feature.

best customer service chatbot - Zendesk Chat
Zendesk Chat Features:
  • Organize customer requests into tickets
  • Prioritizing tickets
  • Team cooperation
  • Set up predefined responses to queries
  • Mobile application
  • Track chat volume

 

Pros - Zendesk Chat:
  • Good live visitor tracking
  • Lots of useful triggers
  • Affordable pricing
  • Monitor data in real-time
  • Track operator productivity

 

Cons - Zendesk Chat:
  • Too advanced if you’re looking for a simple live chat app
  • Not a native WordPress plugin
  • Limited features in the free version
  • Extremely expensive

 

Zendesk Chat Pricing: Zendesk Chat has a free trial, after that the platform can become quite expensive, but starts at $14/mo per user (just for the chat feature), and then quickly goes up to $199/mo per user and beyond.

#28. Best Customer Service Chatbot: Intercom

Intercom is a live chat and automation platform that you can use to identify and qualify leads, provide real-time prospect and customer support, and build custom chatbots.

best customer service chatbot - Intercom
Intercom Features:
  • Native mobile applications
  • Conversation performance and analytics
  • Automated messaging
  • Store data about visitors
  • Integration with other business systems

 

Pros - Intercom:
  • Robust platform
  • Supports bots and live chat
  • Options to create custom chatbots

 

Cons - Intercom:
  • Limited to your website only
  • Custom chatbots are very expensive (additional $500/mo)
  • Non-flexible pricing model
  • Customer support is only through chat - frustrating for such an expensive platform

 

Intercom Pricing: Pricing is complicated with Intercom. There are a-la-carte products available, however, you almost always need multiple products to achieve your business goals. To have all the features listed here, and to qualify Intercom in the web chat apps category, you’re looking at at least $1,000/mo or more just to get started.

#29. Best Customer Service Chatbot: Helpcrunch

Helpcrunch is a multi-language live chat tool that has intriguing marketing automation features, but does not yet have bots and bot automation. However, bots are soon to come, so we’ve added this to the list, as they have a promising future that’s worth taking note of.

best customer service chatbot - Helpcrunch
Helpcrunch Features:
  • Build chatbot with visual flow builder and editor
  • Live chat
  • Email marketing
  • Knowledge base
  • Mobile aps & SDK
  • Auto messages
  • Help desk
  • Pop-ups
  • Integrations

 

Pros - Helpcrunch:
  • Automation for customer segmentation and email
  • Ability to offer live chat in different languages
  • Easy to use and get started

 

Cons - Helpcrunch:
  • Still no chatbot or chatbot automation available (coming soon)
  • No real-time view of current site visitors
  • No integration with Facebook or other major social platforms

 

Helpcrunch Pricing: Unlimited contacts on all plans. Plans start at $15/mo per team member for 1 chat widget, and $25/mo per team member for 5. Must speak with them for Enterprise accounts.

How to choose the best customer service chatbot for your business

It’s necessary to choose a chatbot platform that includes features inherent to customer support chatbots, including machine learning and natural language processing capabilities and/or options for a live operator to take over the chat interaction.

Step 1 - Consider the features that you want your customer service chatbot to have. Will it have a specific personality, or will it simply be there as an automated question-answer service for your customers? What will be the extent of the chatbot’s functionality? You will also need to know whether or not you want the customer support chatbot to collect user data while performing its usual duties.

Step 2 - Shop the platforms available to you and the extent of chatbot functionality they offer in consideration with your preferred chatbot budget. The budget includes the price of the platform, the chatbot creation (if you are hiring someone else to do it), deploying the bot, and the maintenance of the bot afterwards. Understand who covers maintenance of the bot.

Step 3 - Choose the platform that best fits your budget and your needs for your customer service chatbot.

We hope you’ve found the best customer service chatbot soluiton for your business. Please let us know what you think and if you feel other more qualified platforms should have made the list. Thank you!

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