Chat tools are software applications. They enable real-time communication between your business and your customers across digital platforms. Some popular chat tools are Intercom, Zendesk, Freshchat, Tidio, and Drift.
AI is here to stay! And, it is now becoming a permanent part of customer service. Several businesses are now using AI tools (particularly chatbots) to respond faster and give more accurate answers.
A recent report by GPTStrategic shows that over 52% of companies say AI chatbots help them solve customer issues better. As a result, 86% of customer support teams now use these chat tools.
But not everyone is comfortable with this change. Studies show that more than half of customers still prefer talking to a human! They do not trust chatbots, mostly because of past experiences with wrong or confusing answers.
And, this is why you need a mix of both –
- Artificial Intelligence
- Human support
Let AI handle simple or common questions. Let your team focus on more complex issues. This approach minimises resolution times and lets you retain the human touch where it matters most.
In the rest of the article, you will find 12 chat tools that support this kind of setup. Using these tools, you can combine AI speed with human understanding to improve your customer service. Let’s check them out.
12 Best Customer Support Chat Software of 2025
Studies show that 60% of B2B and 42% of B2C companies currently use chat support software. By the end of 2025, its usage is expected to increase by 34%. Are you also planning to use one? For your reference, below are the twelve best chat tools you can start using in your business:
1. UserGuiding
UserGuiding is a chat tool. It lets your users understand how to use your product without needing to contact support. This software shows them interactive guides directly inside your website or app.
Key Features
- Shows Step-by-Step Guides: Instead of answering with long text, the AI launches guides that users can follow on the screen.
- Understands User Actions: It watches where users are getting stuck and shows help right when they need it.
- Works in Different Languages: You can support users from different regions without building multiple systems.
Benefit for You
It reduces the number of support requests and lets users “learn by doing”. By using this chat tool, you can reduce the headcount of your agent team.
2. Intercom
Intercom is a customer support and communication platform. Using this chat support software, you can manage customer questions in one place. It combines:
- Live chat
- Chatbots
- Help desk tools
Key Features
- Fin Chatbot: Answers user questions by learning from your help articles and previous chats.
- Task Automation: Routes support tickets, answers FAQs, and reduces the time spent on simple tasks.
- Understands Customer Needs: Detects what a user wants and gives a reply that matches your company’s style and rules.
Benefit for You
You can handle customer queries without needing a large team. AI manages common issues, and your team focuses only on more difficult ones.
3. Zendesk
Zendesk is a customer support tool. It lets you manage support requests from email, chat, and other platforms.
Key Features
- Pre-Trained Chatbot: Comes with experience from billions of previous chats, so it can handle questions right away.
- No-Code Setup: You can set up chat flows without programming.
- Smart Ticket System: AI reads incoming messages and finds out what they’re about. Next, it sends them to the right person.
Benefit for You
It saves time by handling questions automatically and routing tasks to the right people. The chat tool also works in different languages. This lets you serve more customers.
4. Drift
By using Drift, you can talk to your potential customers who visit your websites. It is useful for:
- Sales
- Customer support
- Marketing teams
Key Features
- AI Chatbot: Starts conversations and answers basic questions. It also passes more complex ones to a human.
- Real-Time Chat: Talks to visitors while they are on your website. This feature helps you convert them into customers.
- Custom Chat Workflows: You can set up automatic replies based on what the visitor is doing on the site.
Benefit for You
You can attract more leads and respond quickly without missing any opportunity. The chat tool filters questions and sends the right ones to your team.
5. Tidio
Tidio is a live chat and chatbot platform built for small and medium businesses. It allows you to manage customer conversations and support in one place.
Key Features
- Lyro Chatbot: Can handle up to 70% of customer questions on its own.
- Task Automation: You can build flows to:
- Answer common questions
- Track orders
- Share updates
- Intent Recognition: AI understands what the customer wants and gives the right answer.
Benefit for You
Tidio reduces your support workload by solving common issues automatically. It also keeps your support open even when your team is not available.
6. Kore.AI
Kore.AI is a chatbot platform designed for larger businesses. It lets you monitor and score every customer conversation. Using this chat tool, you can:
- Track important customer service performance metrics
- Improve how your team responds
Key Features
- Advanced Chatbot with NLP: Understands and responds to customer questions in a natural way.
- Sentiment Analysis: Detects whether a customer is angry, confused, or happy. It adjusts the response or sends the chat to a human agent if needed.
- Dialog Management: Maintains the context of a conversation (even during long or complex chats).
Benefit for You
This customer support chat software handles customer questions with human-like conversation. Also, it improves customer satisfaction by recognising emotions in messages.
7. SendPulse
SendPulse is a chat tool and marketing platform. Using it, you can automate customer chats across customer messaging platforms like WhatsApp, Messenger, and your website.
Key Features
- AI Chatbots: Automatically respond to common questions across multiple platforms.
- Custom Chat Flows: You can design your own chatbot conversation steps for:
- FAQs
- Order updates
- Simple support tasks
- Data Integration: Uses stored customer data to respond with more personalised answers.
Benefit for You
This chat tool offers chatbot support in different languages. It is easy to set up without technical skills. Also, it transfers complex issues to a live agent when needed.
8. Landbot.io
Landbot is a chatbot builder tool. You can use it to automate chats on websites, WhatsApp, and other channels (without writing code).
Key Features
- AI Chatbot with GPT Model: Uses language models to have more natural conversations.
- Flow Builder: It lets you create customised conversation paths depending on what the customer selects.
- Live Agent Handoff: Sends difficult queries to human agents when needed.
Benefit for You
This chat support software reduces support costs by answering basic questions instantly. It tracks chat performance through analytics. Also, it increases engagement and lets you convert website visitors into leads or customers.
9. SOCi
SOCi is a chat tool built for businesses with multiple locations. It uses “one chatbot setup” to manage customer conversations across various locations and digital platforms.
Key Features
- AI Chat Responses: Automatically replies to customer questions, reviews, and comments using templates and tone analysis.
- Reputation Insights: It gathers feedback to help you understand what customers are saying about your business online.
- Platform Integration: Supports messaging on Facebook, Google, and other platforms using one system.
Benefit for You
This customer support chat software gives fast replies to customer messages across different locations. Using it, you can significantly improve your brand’s online reputation. Also, this chat tool allows your local teams to focus on important tasks while the chatbot handles routine ones.
10. Qualified (Piper AI)
Qualified is a chat tool made for B2B companies. It focuses on turning website visitors into sales leads using AI.
Key Features
- AI Lead Qualification: The chatbot checks if a visitor is a potential customer. It does so by analysing their actions and details.
- Real-Time Chat: Answers questions and passes serious leads to the sales team.
- CRM Integration: Connects with your sales tools so you can track all customer interactions across platforms.
Benefit for You
This chat tool lets you focus on the right leads by filtering out low-interest visitors. It handles basic questions automatically. Also, it sends potential buyers to the right salesperson with minimal delays.
11. Botmaker
Using Botmaker, you can create AI chat agents. They can talk to your customers through WhatsApp, email, voice, or website chat. Additionally, these agents can:
- Take orders
- Answer questions
- Help to complete a purchase
Key Features
- You can create AI agents using simple prompts (no coding required).
- These agents follow instructions until the customer’s request is completed.
- You can link this chat tool to your Meta Business Suite and Google ads to improve ad performance.
- If a customer asks something complicated, the bot can pass the conversation to a human agent.
Benefit for You
Through Botmaker, you can reduce your time spent on repetitive tasks. It allows you to stay connected with customers across platforms and ensures your customers get help instantly.
12. Freshworks (Freshchat)
Freshworks offers a chat system where you can handle customer support and sales through channels like:
- Messenger
Their AI tool is called Freddy AI.
Key Features
-
- You can build and launch AI chatbots quickly.
- The bot answers common questions (like store hours) so your team can focus on other tasks.
- It detects what customers want and provides answers or forwards the issue to your team.
- It creates support tickets automatically when a customer needs help.
- It allows you to start chats with customers before they ask for help.
Benefit for You
This chat tool reduces the workload on your team. Also, it keeps your customers happy by solving problems without delay.
Are Chat Tools Confusing? Why Not Outsource Your 100% Customer Support to Atidiv?
By using the right customer support chat software, you can:
- Reduce wait times
- Boost customer satisfaction
- Blend AI speed with human support
Some common chat tools you can consider in 2025 are:
- Tidio
- Freshchat
- UserGuiding
- Zendesk
- Drift, and more
However, picking the right one and setting it up can get complicated. That’s where Atidiv comes in. If managing these tools feels overwhelming, you can outsource 100% of your customer support to Atidiv.
We offer:
- Omnichannel messaging solution
- Live chat service for websites
- Ticket management
- KPI tracking
Partner with Atidiv today! We offer everything you need to deliver exceptional customer service.
FAQs on Chat Tools for Customer Support
1. How do I choose the right chat support software for my business?
Start by listing your needs, like:
- Automation
- Live chat
- Integration with CRM
Then pick a chat tool that matches your business size and customer volume. You can also try free trials to see which one fits best. However, don’t go for features you won’t use!
2. Will AI chatbots replace my human support team?
No, AI chatbots are only meant to assist! They cannot replace your team. In your business, you can use these chat tools to:
- Handle basic and repetitive questions
- Route complex issues to your human agents
Through such a setup you can combine both AI and humans. This improves speed without losing the human touch.
3. Is it difficult to train AI chatbots for my business?
Please note that many chat tools come with no-code setups and pre-trained bots. In this software, you just need to add your:
- FAQs
- Product info
- Chat scripts
Gradually, the AI learns and improves automatically from past interactions.
