9 Best Conversational Support Software & Tools (2025)

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Conversational Support Software platform

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Conversational Support Software Built for Omnichannel Interactions

Leverage self support tools and chatbots to deliver automated conversational customer service at scale.

Conversational Support Software Platform Dashboard1

Faster Response & Resolution Times

Provide quicker responses to customer queries. Leverages automated chatbots that instantly provide answers to common questions or redirect customers to the right support channels.

Scalability

Allows businesses to handle a large volume of customer inquiries without overwhelming their support teams. Ensures that no customer gets left waiting, even during peak periods.

24×7 Availability

Businesses can provide round-the-clock support to their customers. The software allows customers to get assistance whenever they need it, regardless of time zones or holidays.

Lesser Cost per Support Tickets

Reduces the cost per support ticket. By automating repetitive queries and providing self-service options, businesses can minimize the need for human intervention in routine support tasks.

Conversational Support Software platform Dashboard2

Customers no longer want to spend their time waiting for a response in the world of messaging. They want instant, personalized support that feels like having a natural conversation.

Conversational support software platforms help businesses streamline their customer support solutions, provide real-time assistance through chatbots, live chat and messaging apps.

While there are numerous customer support software available, not all of them are created equal. We’ll dive into a detailed analysis of the best conversational support software solutions and their features, helping you make the right decision.

Table of Content

1 What is Conversational Support Software?
2 Comparison of Top Customer Support Software
3 Key Features of Conversational Support Platform
4 What are the Benefits of Conversational Customer Service Software?
5 Best Conversational Customer Support Software & Tools
6 How to Choose the Right Conversational Customer Service Platform?
7 Scale your Support with Veemo’s Conversational Customer Service Platform
8 FAQs about Conversational Customer Service Software

What is Conversational Support Software?

Conversational support software is a tool that enables businesses to provide real-time personalized support to their customers through chatbots or virtual assistants. The platform leverages natural language processing (NLP) and artificial intelligence to create interactive customer experiences.

Conversational customer service software works by analyzing conversations and utilizing machine learning algorithms to provide relevant responses. It can handle multiple queries simultaneously and even escalate complex issues to human agents if need be.

Customer support solutions are crucial for businesses as it reduces the need for customers to navigate through lengthy automated phone systems, leading to higher customer retention rates.

Key objectives:

Enable self-service: The software empowers customers to find answers on their own, reducing dependency on human agents and enabling self-service support.
Improve customer experience: Enhances customer satisfaction through immediate and personalized support.
Increase operational efficiency: Businesses can handle a higher volume of support requests by automating repetitive customer inquiries that leads to cost savings.

Comparison of Top Customer Support Software

In order to help you make an informed decision, we’ve compared and analyzed the top customer support software options available in the market. Learn its pricings, features and plans to make an informed decision.

Software	Pricing	Plan/Free Trial	Key Features
Veemo Chat	$29/ month	14-days free trial	Live chat Chatbots Cobrowsing Campaigns CRM integration Analytics
Omni24	$29/month	14-days free trial	Omnichannel support AI-powered routing Knowledge base Workflow automation Reporting
Hubspot Service Hub	From $45/mo	14-days free trial	Ticketing Live chat Knowledge base Customer feedback Reporting
Gupshup	Custom pricing	Free plan available	Chatbots Omnichannel messaging Voice & video Analytics API integration
LivePerson	Custom pricing	Demo available	AI chatbots Messaging Intent detection Conversation analytics Integration
Intercom	From $39/mo	14-days free trial	Live chat Chatbots Knowledge base Customer segmentation Customizable inbox
MessageBird	Custom pricing	Free trial available	Omnichannel messaging Chatbots Flow Builder Analytics API integration
Medallia	Custom pricing	Demo available	Surveys Text analytics Predictive analytics Action management Integration
Tidio	From $19/month	Free plan available	Live chat Chatbots Mobile app Visitor tracking Multi-language support

Key Features of Conversational Support Platform

Conversational customer support software, with its advanced features, enables companies to provide personalized experience. Here is the list of the key features and how they enhance CX.

1. Omnichannel Inbox

One of the key features of conversational support software is the omnichannel inbox which allows businesses to centralize all their customer conversations from various channels into one unified inbox. By having a single view of all customer interactions, businesses provide a seamless and consistent experience across multiple digital channels.

2. Self-Service Tools

Self-service tools include knowledge bases, FAQs, and interactive tutorials that allow customers to find answers to their queries without having to contact customer support. The self-service options reduce the volume of incoming inquiries and improve the efficiency of the customer service teams.

3. AI Chatbots

Artificial Intelligence (AI) chatbots use natural language processing (NLP) to understand and respond to customer queries. They can assist in real-time, providing instant answers and information in the customer journey. AI chatbots not only improve response times but also reduce the workload on customer service agents by handling routine inquiries.

4. Sentiment Analysis

Conversational support software utilizes sentiment analysis by analyzing the tone and context of customer interactions. Businesses identify potential issues or areas that require improvement. Sentiment analysis helps support teams prioritize and address dissatisfied customers, leading to improved customer satisfaction.

5. NLP Self-Training

Natural Language Processing (NLP) enables the software to continuously learn and respond accurately to specific industry jargon or unique customer queries over time. As the chat software becomes more intelligent, it enhances the customer journey by providing relevant and accurate information.

6. Visual Bot Builder

A bot builder tool allows businesses to create and customize their own chatbots. The feature enables companies to design chatbots that align with their brand voice and specific requirements. With the bot builder, businesses can easily deploy chatbots without extensive coding or technical knowledge.

7. Intelligent Routing and Escalation

The customer support software should be able to automatically route conversations. It should send it to the most appropriate agent or department based on factors such as query type, customer history, or agent expertise. It should also have smart escalation protocols to ensure that complex issues are promptly directed to higher-tier support.

8. Collaborative Tools

Effective conversational support often requires teamwork. The platform should include features that facilitate collaboration among support team members. It typically includes internal chat, the ability to transfer conversations, and options to add notes or tags to customer interactions. These tools ensure seamless handovers and consistent support quality.

What are the Benefits of Conversational Customer Service Software?

Conversational support software offers a range of benefits that can transform your customer support operations. Let’s delve into that:

1. Faster Response & Resolution Times
The major advantage of using Conversational Support Software is the ability to provide quicker responses to customer queries. The software leverages automated chatbots that can instantly provide answers to common questions or redirect customers to the right support channels. By reducing response and resolution times, businesses save valuable time.

2. Scalability
Conversational Support Software is highly scalable, allowing businesses to handle a large volume of customer inquiries without overwhelming their support teams. With the ability to handle multiple conversations simultaneously, this software ensures that no customer gets left waiting, even during peak periods.

3. 24×7 Availability
Businesses can provide round-the-clock support to their customers. Unlike traditional support methods that have limited working hours, this chat software allows customers to get assistance whenever they need it, regardless of time zones or holidays. This availability significantly enhances customer satisfaction and loyalty.

4. Lesser Cost per Support Tickets
Implementing Conversational Support Software can help reduce the cost per support ticket. Automate redundant queries and provide self-service options to minimize the need for human intervention in routine support tasks. It not only cuts down on costs but also frees up support agents to focus on more complex customer issues.

5. Superior Customer Service Experience
Conversational Support Software offers personalized and intuitive interactions, providing customers with a seamless support experience. The chat software can remember customer preferences, order history, and past interactions, allowing for more tailored support. A personalized service creates a positive impression, strengthens customer relationships and encourages repeat business.

6. Increased Operational Support Efficiency
Streamlining support workflows and reducing manual efforts are second nature to an effecient conversational support software. Automation optimizes support operations, improves agent’s productivity and handles a higher ticker volume with much ease. The efficiency leads to quicker issue resolution, improved customer satisfaction, and overall operational effectiveness.

Best Conversational Customer Support Software & Tools

The best conversational support software and tools empower businesses to enhance customer satisfaction regardless of the platform. Here is the list of extensive tools to help you understand the software better.

1. Veemo Chat

Best conversational support software with omnichannel messaging

Veemo is an AI powered omnichannel conversational support platform that helps businesses enhance their support experience. The software provides a range of features and functionalities that enable businesses to have meaningful conversations with their customers and provide personalized support.

Key features:

Omnichannel support: Manage customer conversations across multiple digital & social channels, including email, chat, phone, social media, and more.
AI chatbots: Brands can automate their support processes by integrating powerful AI trained chatbots to handle common customer queries instantly, saving time for both.
Team collaboration: The software enables smooth collaboration among support teams by providing features like shared inboxes, internal notes and assignment rules.
Knowledge base management: Create and manage a comprehensive knowledge base, empowering customers to find self-help resources while reducing the need for repetitive support inquiries.
SLA management: Prioritize as well as meet their service level agreements (SLAs) by setting response & resolution time targets, ensuring prompt support delivery.
Customer happiness ratings: Collect feedback from customers through satisfaction surveys, helping them gauge customer sentiment and identify areas for improvement.
Reporting and analytics: Veemo provides businesses with insights into their support performance, allowing them to monitor key metrics, track trends, and make data-driven decisions.

Pricing: Veemo’s Growth plan starts at $29/user/month with basic features and its next plan costs $59 with advanced features. It also has an enterprise plan at $129 with custom preparations. It also offers a 14-day free trial – check it out to decide if it fits the business requirements.

2. Omni24

Top conversational support platform for superior CX

Omni24 is an AI enabled conversational support software that enables businesses to deliver superior customer experience (CX) and provide seamless support through various channels. The platform offers complete support to streamline conversations and automate support operations.

Key features:

Omnichannel support: Omni24 allows businesses to manage customer interactions across multiple digital channels, from a single platform. It ensures consistent support, regardless of the channel customers choose.
AI-powered chatbots: Offers intelligent chatbots that can handle routine inquiries and provide immediate assistance 24/7, so agents can focus on the complex enquiries.
CRM integration: Omni24 seamlessly integrates with popular CRM systems, enabling support agents to access customer information in real-time. It ensures personalized and context-aware support.
Automated workflows: The software allows businesses to automate support processes such as ticket creation, routing, escalation, etc. It not only enhances efficiency but also ensures that inquiries are handled promptly.
Analytics and reporting: Monitor and evaluate the support operations with extensive reporting tools. From tracking response times to analyzing customer satisfaction, these insights enable continuous improvement and better decision-making.

Pricing: Omni24 starts at $29/month with one inbox feature. It also has customized options as per business requirements. Check out their website to know more about its features.

3. Hubspot Service Hub

Ultimate conversational support tool for live chat

Hubspot Service Hub Conversational Support Software_

HubSpot Service Hub is one of the most popular CRM software that helps businesses to centralize all customer interactions in one place. Through a unified inbox, businesses can streamline communication across various digital and social channels including email, live chat, social media, etc.

The platform offers automation tools to automate repetitive tasks and workflows. It also provides a comprehensive ticketing system, allowing agents to track as well as manage customer issues.

HubSpot Service provides a knowledge base where businesses can create/store articles, frequently asked questions and helpful resources. The self-service portal empowers customers to find answers to their queries independently, reducing the load on support agents.

4. Gupshup

Best conversational customer service solution for WhatsApp

Gupshup Conversational Support Software_

Gupshup is a powerful conversational support software that empowers brands to elevate real time customer engagement. The software includes powerful analytics & reporting tools, allowing businesses to gather helpful insights and make data-driven decisions to improve customer experiences.

One of its standout features is its chatbot capabilities which allow businesses to automate conversations with customers, providing instant and personalized support at any time.
The software also provides automated replies and intelligent routing, ensuring that customers receive prompt responses to their queries.

5. LivePerson

Powerful conversational support solution with enterprise grade security

LivePerson Conversational Support Software_

LivePerson is an enterprise grade conversational support platform that empowers companies to provide personalized and real-time assistance to their customers, leading to increased customer satisfaction. Its key features include live chat, AI-powered chatbots, co-browsing, and messaging capabilities.

The live chat feature allows businesses to engage with customers and address their queries instantly. It’s AI-powered chatbots offer automated responses and can handle repetitive inquiries. Co-browsing enables agents to guide customers through their online journey, providing personalized assistance.

6. Intercom

Intuitive conversational support software to centralize customer conversations

Intercom Conversational Support Software_

Intercom is a well known conversational customer service tool that enables businesses to engage with their customers in a personalized manner. One of the key features of Intercom is its ability to centralize customer conversations across multiple channels including chat, email, and social media. It allows support teams to manage and respond to inquiries instantaneously, ensuring quick communication.

Businesses can reduce their support workload and streamline their processes to provide instant assistance outside of regular business hours. The solution’s analytics and reporting tools provide valuable insights into customer behavior to personalize customer interactions.

7. MessageBird

Top notch conversational customer service software

MessageBird Conversational support Software

MessageBird offers businesses an efficient solution for managing customer communication and providing top-notch customer support. The platform enables businesses to streamline their customer communication through different communication channels.

Key features of MessageBird include a powerful ticketing system that helps businesses manage and prioritize customer queries. It also provides real-time analytics and reporting capabilities, allowing businesses to make data-driven decisions.

8. Medallia

A comprehensive conversational support solution for online reputation

Medallia Conversational Support Software

Medallia offers comprehensive conversational support solutions to deliver seamless customer support experience and helps companies build meaningful customer relationships.

The platform’s features include real-time messaging capabilities, AI-powered chatbots for automated responses. Medallia also comes with intelligent routing to connect customers with the right support agent and sentiment analysis to measure customer satisfaction. It also provides comprehensive analytics & reporting tools to track performance as well as identify areas to improve customer support.

9. Tidio

Best conversational support tool with free live chat

Tidio is free live chat and chatbot software that offers businesses an all-in-one platform for better customer support. It helps businesses streamline their customer service teams efforts and enhance the overall customer experience with its sleek interface.

Tidio offers a live chat functionality that engages with their website visitors in real-time, providing instant support. The software’s AI-powered bots handle usual inquiries, provide relevant information, and even assist with the order process. Tidio’s smart analytics & reporting provide businesses with valuable insights into customer behavior as well as agent performance, for better decision making.

How to Choose the Right Conversational Customer Service Platform?

Selecting the right conversational support software is crucial for businesses looking to enhance and automate their customer service. Here are seven key criteria questions to consider when selecting the right platform:

1. What are your Specific Business Needs?

Before diving into the search for conversational support software, identify your organization’s unique requirements. Do you need a solution that can handle a high volume of customer queries? Are you looking for a software that offers multilingual support? Understanding your specific needs will help narrow down your options.

2. Is the Software User-Friendly?

The ease of use of the software is vital to ensure a smooth transition and adoption by your customer support team. Look for a platform that offers an intuitive interface, simple navigation, and requires minimal training to get started. A user-friendly software will boost efficiency within your team.

3. Does the Software Support Multiple Channels?

Customers expect support across channels such as live chat, social media and phone. Ensure that the conversational support software you choose integrates seamlessly with these channels. It will provide a consistent customer experience regardless of the platform used to reach out for support.

4. Does it Offer Automation and AI Capabilities?

Automation and artificial intelligence (AI) can greatly enhance the efficiency of your customer support operations. Look for software that offers features like chatbots, automated responses, and natural language processing. These capabilities can handle simple inquiries, route complex issues to the relevant support agents, and reduce response times.

5. What Analytics and Reporting Capabilities does the Software Provide?

Measuring the effectiveness of your customer support efforts is significant for continuous improvement. Choose a software that provides comprehensive analytics and reporting features. Look for metrics such as response times, customer satisfaction ratings, agent performance, etc. These insights will help you identify bottlenecks, make data-driven decisions, and optimize your support processes.

6. What Level of Customization is Available?

Every organization has its own branding and unique customer support requirements. Look for conversational support software that allows for customization to align with your brand. It includes customizing chatbots, interfaces, and the overall look of the software. A personalized experience will enhance customer satisfaction.

7. What is the Pricing Structure and Scalability of the Software?

Consider your budget and the scalability of the software as your business grows. Evaluate the pricing structure including any upfront costs, subscription fees, or additional charges for advanced features. Ensure that the software can accommodate the increasing demands of your customer support operations without any compromise in performance.

Scale your Support with Veemo’s Conversational Customer Service Platform

Conversational AI has become an increasingly popular tool for brands to automate their customer support operations. Leveraging conversational AI can provide numerous benefits for businesses including enhanced customer experiences, and cost savings.

Adopting an omnichannel conversational support platform like Veemo ensures the availability of the right tools to automate support workflows. The platform comes equipped with features like chatbots, sentiment analysis, automated ticketing system, and analytics.

Veemo provides brands with the necessary tools to optimize their customer support operations. Brands can bring together all customer interactions from various channels into one centralized platform, to eliminate data silos, allowing support agents to have complete visibility.

FAQs about Conversational Customer Service Software

What exactly is a conversational customer service platform?

A conversational customer service platform is a software solution that enables businesses to engage with their customers in real-time through various channels like live chat, messaging apps, or voice assistants. It uses artificial intelligence (AI) and natural language processing (NLP) to facilitate automated as well as human-like conversations with customers.

How does AI play a role in conversational customer service platforms?

AI technology is at the heart of conversational customer service platforms. It powers the intelligent automation of customer interactions, allowing the platform to understand and respond accurately to customer queries. AI algorithms learn from past conversations and continuously improve their responses. They can handle a wide range of queries, from simple FAQ-style questions to complex issues.

Can conversational customer service platforms handle sensitive customer information securely?

Reputable conversational customer service platforms prioritize the security of customer data. They adhere to robust data protection standards along with encryption protocols to ensure that sensitive information is securely transmitted and stored. It’s crucial to choose a platform that complies with industry regulations like GDPR or CCPA and implements rigorous security measures to protect customer data.

Will using a conversational customer service platform replace human customer support agents?

Implementing a conversational customer service platform doesn’t mean replacing human agents. Instead, it augments their capabilities and frees them up to focus on more complex customer issues. The platform handles routine inquiries and automates repetitive tasks. Also, it can seamlessly transfer conversations to human agents when necessary.

Is conversational support software secure and compliant with data privacy regulations?

Data security and privacy are crucial considerations when implementing any software that interacts with customers. Reputable conversational support software providers prioritize data security and comply with relevant regulations such as the General Data Protection Regulation (GDPR). It is important for businesses to choose a trusted provider and ensure that customer data is handled securely, in accordance with applicable privacy laws.