The top chat software in the USA in 2027 includes LiveChat, Intercom, Zendesk, and HubSpot for customer support, sales conversations, and customer relationship management, while Tidio, Tawk.to, Freshchat, and Gorgias focus on website messaging, AI assistance, and e-commerce support. For internal communication, Slack, Microsoft Teams, Google Chat, and Discord provide team messaging and collaboration, while Crisp, Chatwoot, and Olark offer additional options for businesses that need shared inboxes, customizable live chat, or straightforward customer communication.
Chat software gives businesses a centralized way to communicate with website visitors, customers, prospects, and employees through online messaging. Depending on the platform, it may combine live chat widgets, shared inboxes, chatbots, automated responses, customer profiles, conversation routing, internal messaging, and integrations with CRM and business applications.
The right chat platform depends on the type of communication a business needs to manage. A company focused on website support may prioritize live chat, visitor tracking, and automated responses, while an e-commerce business may need order management and Shopify integrations. Teams using chat internally may instead prioritize channels, direct messaging, file sharing, notifications, video meetings, and integrations with workplace tools. Pricing, user limits, automation, reporting, security, mobile access, and scalability should also be considered before selecting a platform.
What are the Best Chat Software in USA?
Our Top Picks are:
- LiveChat — Best for Website Customer Support & Real-Time Customer Conversations
- Intercom — Best for AI-Powered Customer Service & Conversational Support
- Zendesk — Best for Enterprise Customer Service & Helpdesk Management
- HubSpot Live Chat — Best for CRM-Connected Customer Communication
- Tidio — Best for Small Businesses & AI-Powered Website Chat
- Tawk.to — Best for Free Live Chat & Visitor Monitoring
- Slack — Best for Internal Team Communication & Workplace Collaboration
- Microsoft Teams — Best for Business Messaging & Microsoft 365 Collaboration
- Freshchat — Best for Omnichannel Customer Messaging & AI Support
- Gorgias — Best for E-Commerce Customer Support & Shopify Stores
- Crisp — Best for Shared Team Inbox & Customer Messaging
- Google Chat — Best for Google Workspace Users & Team Communication
- Chatwoot — Best for Open-Source Customer Support & Data Control
- Discord — Best for Communities, Online Groups & Team Communication
- Olark — Best for Simple Website Live Chat & Small Businesses
What Is Chat Software?
Chat software is a digital communication system that allows businesses to exchange messages with customers, website visitors, prospects, or employees through internet-connected devices. Unlike traditional communication methods that may separate customer conversations, internal messages, and support requests across different applications, chat platforms can bring conversations into a centralized workspace. Businesses can use them to answer questions, provide customer support, communicate with prospects, or help employees collaborate in real time.
Modern chat software can provide much more than a basic messaging window. Depending on the platform, businesses may get live chat widgets, shared inboxes, AI chatbots, automated workflows, conversation routing, customer profiles, CRM integrations, file sharing, notifications, analytics, and reporting. Some platforms are built mainly for customer-facing communication, while others are designed for internal workplace messaging or combine chat with broader customer service and sales tools.
What Are the Types of Chat Software?
Chat software is available in several categories, and each type is designed around a different communication requirement. Understanding these categories makes it easier to compare platforms that may appear similar but are actually built for different users and workflows.
1. Customer Live Chat Software
Customer live chat software allows businesses to place a chat widget on their website so visitors can communicate directly with a support or sales representative. These platforms commonly include visitor information, conversation history, agent assignment, canned responses, notifications, and basic automation.
This type of software is particularly useful for businesses that receive questions while customers are browsing their websites. Instead of requiring visitors to send an email and wait for a response, live chat can provide a direct communication channel that allows businesses to answer questions while the customer is actively using the website.
2. AI Chatbot Software
AI chatbot software uses artificial intelligence and automated conversation workflows to answer questions, provide information, qualify leads, or direct customers toward the appropriate support channel. Some platforms allow businesses to train AI systems using their own documentation, knowledge bases, or customer support information.
AI chat tools can help reduce repetitive work for support teams by handling common questions before a human agent becomes involved. However, businesses should still review how AI responses are generated, what information the system can access, and how conversations are transferred to human agents when an issue requires personal assistance.
3. Customer Support and Helpdesk Chat Software
Customer support chat software combines messaging with broader customer service functions such as ticket management, conversation history, agent assignment, automation, and reporting. These platforms are designed for businesses that need to manage a large number of customer questions across an organized support workflow.
A helpdesk-focused chat platform can also connect conversations with customer records and other support channels. This makes it easier for agents to understand previous interactions and continue a customer conversation without requiring the customer to repeat the same information.
4. Internal Team Chat Software
Internal team chat software is designed for communication between employees rather than communication with website visitors. Platforms in this category typically provide channels, direct messages, file sharing, notifications, search, integrations, and other collaboration features.
These tools are widely used by distributed and hybrid teams because employees can communicate without relying entirely on email. Teams can create separate conversations for departments, projects, clients, or specific topics while keeping workplace communication organized in a searchable environment.
5. E-Commerce Chat Software
E-commerce chat software is designed around the needs of online stores and digital retailers. In addition to normal customer messaging, these platforms may connect with e-commerce systems so support agents can access information about orders, customers, products, shipping, and returns.
This can make chat particularly useful during the buying process and after a purchase. Customers can ask product questions, request help with an order, or receive support without leaving the store’s website or switching between multiple communication channels.
Why Do Businesses Need Chat Software?
Businesses use chat software to create faster and more organized communication with customers and employees. A website chat system can give visitors an immediate way to ask questions, while internal chat platforms help employees communicate about projects and daily operations. When conversations are managed through a centralized system, businesses can also maintain conversation histories and reduce the amount of information spread across disconnected channels.
Chat software can also support automation and customer service efficiency. Automated replies and AI assistants can handle repetitive questions, while routing and shared inbox features can send conversations to the appropriate team members. For businesses that connect chat with CRM, e-commerce, or helpdesk systems, conversations can also become part of a broader customer record rather than remaining as isolated messages.
- Faster Customer Responses: Give website visitors and customers a direct communication channel instead of making them wait for an email response.
- Improved Customer Support: Keep customer conversations, support history, and agent activity organized within a centralized system.
- Lead Generation and Sales: Use conversations to answer pre-purchase questions, qualify prospects, and help potential customers move through the buying process.
- AI and Automation: Automate repetitive questions, initial responses, routing, and other routine communication tasks.
- Centralized Conversations: Manage customer messages or internal team discussions from a shared platform instead of relying on disconnected communication channels.
- Team Collaboration: Help employees communicate through channels, direct messages, shared files, notifications, and connected workplace tools.
- CRM and Business Integrations: Connect conversations with CRM, e-commerce, helpdesk, marketing, and productivity applications to create more connected workflows.
What Matters When Choosing Chat Software?
Choosing chat software requires more than comparing the number of features available on each platform. Businesses should first identify who will use the software, what type of conversations they need to manage, how many users or agents require access, and which existing systems need to connect with the platform. A small website may only need basic live chat, while a larger organization may require AI automation, multiple communication channels, customer records, advanced reporting, and administrative controls.
Chat and Messaging Features
Look for the communication features that match your primary use case, such as website chat widgets, direct messaging, shared inboxes, conversation routing, chat history, file sharing, notifications, and multi-agent support. Businesses should also check whether the platform supports the number of agents, users, websites, or communication channels they expect to manage.
AI and Automation
AI and automation can reduce repetitive work by handling frequently asked questions, suggesting responses, routing conversations, and assisting support agents. When comparing platforms, check what AI features are included in each pricing plan and whether automation limits apply, rather than assuming every plan provides the same capabilities.
Integrations
Integrations are important when chat needs to work with existing business systems. Depending on the business, useful integrations may include Salesforce, HubSpot, Shopify, Microsoft 365, Google Workspace, CRM platforms, helpdesk systems, and marketing tools. A strong integration can reduce manual data entry and keep customer information connected across applications.
Pricing and User Limits
Pricing should be evaluated based on the actual number of agents, users, contacts, conversations, or automation actions required. Some providers charge per user or agent, while others use different pricing models or offer separate charges for advanced AI features. Businesses should calculate the expected monthly or annual cost rather than comparing only the advertised starting price.
Reporting and Analytics
Reporting tools can show conversation volume, response times, agent activity, customer satisfaction, and other performance information. These metrics can help businesses identify support bottlenecks and understand how customers are using the chat channel.
Security and Privacy
Businesses should review the platform’s security controls, data handling practices, administrator permissions, and available compliance features before using chat software for sensitive customer or company information. Larger organizations may also require additional controls for access management, data retention, and regulatory requirements.
Mobile Access and Scalability
Mobile applications and responsive interfaces allow employees or support agents to manage conversations when they are away from their main workstation. Scalability is equally important because a platform that works for a small team may become restrictive as the number of users, customers, conversations, or communication channels increases.
15 Best Chat Software in USA in 2027
The following platforms cover the main chat-software needs of US businesses, including website live chat, customer support, conversational sales, internal team messaging, omnichannel communication, and AI-assisted customer service. Pricing and feature details below are based on the providers’ current published information where available.
1. LiveChat — Best for Website Customer Support
Company Overview
| Detail | Information |
|---|---|
| Founded | 2002 |
| Headquarters | Wrocław, Poland |
| Software Type | Live Chat and Customer Service Software |
| Primary Use | Website customer support, sales, and visitor engagement |
| Deployment | Cloud-based |
| Free Plan | No |
| Free Trial | 14 days |
| Starting Price | $19 per agent/month, billed annually |
LiveChat is one of the most established chat software platforms for businesses in the USA, particularly for companies that want to communicate with website visitors in real time. Its chat widget can be added to business websites, allowing support and sales teams to answer questions while visitors are browsing.
The platform is particularly useful for businesses that want more than a basic messaging box. LiveChat combines visitor monitoring, chat history, reporting, customization, integrations, and AI-supported capabilities in one customer communication system.
Key Features
- Live Website Chat: Connect customers with support or sales representatives directly from a website.
- Visitor Tracking: Monitor website visitors and understand which pages they are viewing.
- Chat History: Store previous conversations so agents can review customer interactions.
- AI Assistance: Use AI-powered tools to help agents handle and respond to customer conversations.
- Chat Routing: Direct conversations to appropriate team members based on business requirements.
- Reporting: Analyze chat activity and customer-service performance through reporting tools.
- Integrations: Connect LiveChat with other business applications and customer-service workflows.
Pricing
- Starter: $19 per agent/month when billed annually.
- Team: $49 per agent/month when billed annually.
- Business: $79 per agent/month when billed annually.
- Enterprise: Custom pricing.
- Free Trial: 14 days with no credit card required.
2. Intercom — Best for AI-Powered Customer Communication
Company Overview
| Detail | Information |
|---|---|
| Founded | 2011 |
| Headquarters | San Francisco, California, United States |
| Software Type | Customer Service and Conversational Messaging Software |
| Primary Use | Customer support, AI assistance, sales, and messaging |
| Deployment | Cloud-based |
| Free Plan | No |
| Free Trial | Available |
| Starting Price | $29 per seat/month |
Intercom is one of the leading chat software options for US businesses that want AI-assisted customer communication. It combines a customer messaging platform with a shared inbox, ticketing, help center, automation, and Fin AI Agent capabilities.
The platform is particularly relevant for SaaS companies, online businesses, and growing support teams that want to manage customer conversations from a centralized workspace. Intercom currently lists its Essential plan at $29 per seat/month, while AI-agent outcomes are charged separately.
Key Features
- Messenger: Provide customers with an integrated messaging experience.
- Shared Inbox: Manage customer conversations from one team workspace.
- Fin AI Agent: Automate customer-support responses using Intercom’s AI agent.
- Ticketing: Organize and manage customer support requests.
- Help Center: Create self-service resources for customers.
- Automation: Build workflows for routing and handling conversations.
- Reporting: Track customer-service activity and support performance.
Pricing
- Essential: $29 per seat/month.
- Advanced: $85 per seat/month.
- Expert: $132 per seat/month.
- Fin AI Agent: From $0.99 per resolved outcome.
- Pro add-on: From $99/month.
- Proactive Support Plus: From $99/month.
3. HubSpot Live Chat — Best for CRM-Connected Chat
Company Overview
| Detail | Information |
|---|---|
| Founded | 2005 |
| Headquarters | Cambridge, Massachusetts, United States |
| Software Type | CRM and Customer Service Software |
| Primary Use | Live chat, CRM, sales, and customer support |
| Deployment | Cloud-based |
| Free Plan | Yes |
| Free Trial | 14-day trial for premium editions |
| Starting Price | $0 for the Free plan |
HubSpot Live Chat is one of the most useful chat software choices for US businesses already using HubSpot CRM. It lets businesses place live-chat widgets on their websites and connect conversations with customer records, sales activities, and service workflows.
The major advantage is the connection between chat and the wider HubSpot platform. Businesses can use live chat alongside ticketing, contact management, conversational bots, and customer-service tools instead of maintaining a separate chat system.
Key Features
- Live Chat Widget: Add real-time chat directly to website pages.
- CRM Integration: Connect conversations with customer and contact records.
- Conversation History: Keep customer interactions organized within the platform.
- Chatbots: Use automated conversational tools to handle common questions.
- Ticketing: Convert customer issues into organized support tickets.
- Team Inbox: Give support teams a centralized place to manage conversations.
- Reporting: Track service activity and customer-support performance.
Pricing
- Free: $0/month for up to 2 users.
- Starter: Starts at $7/month per seat under current annual pricing.
- Professional: Starts at $90/month per seat.
- Enterprise: Starts at $150/month per seat.
- Customer Agent: Uses HubSpot Credits for automated conversation resolution.
- Premium trial: HubSpot currently advertises a 14-day free trial for premium editions.
4. Tidio — Best for Small Businesses and E-commerce
Company Overview
| Detail | Information |
|---|---|
| Founded | 2013 |
| Headquarters | San Francisco, California, United States |
| Software Type | Live Chat and Customer Service Software |
| Primary Use | Website chat, e-commerce support, and AI automation |
| Deployment | Cloud-based |
| Free Plan | Yes |
| Free Trial | 7 days |
| Starting Price | Free plan available; paid plans vary by usage |
Tidio is a popular chat software platform for small businesses, online stores, and e-commerce websites. It combines live chat with automated customer-service tools so businesses can communicate with visitors while also handling common questions automatically.
The platform is particularly suitable for smaller teams that want to add live chat without deploying a complicated enterprise customer-service system. Tidio’s current pricing page lists a free option and paid plans based on conversations and usage.
Key Features
- Live Chat: Communicate with website visitors in real time.
- AI Customer Service: Automate responses to common customer questions.
- Visitor Monitoring: See customer activity on the website.
- Conversation Management: Organize customer conversations for support teams.
- E-commerce Support: Help online stores answer product and order questions.
- Automated Responses: Use workflows to handle repetitive interactions.
- Analytics: Monitor conversations and customer-support activity.
Pricing
- Free: Available with limited usage.
- Paid plans: Start from approximately $24.17/month, depending on the selected plan and usage.
- Free Trial: 7 days for applicable paid functionality.
5. Tawk.to — Best Free Live Chat Software
Company Overview
| Detail | Information |
|---|---|
| Founded | 2013 |
| Headquarters | Las Vegas, Nevada, United States |
| Software Type | Live Chat and Customer Messaging Software |
| Primary Use | Website chat and customer communication |
| Deployment | Cloud-based |
| Free Plan | Yes |
| Free Trial | Not required for the core free service |
| Starting Price | $0 |
Tawk.to is one of the most accessible free chat software options for US businesses. Its core live-chat product can be used without a recurring subscription, making it useful for small businesses, websites, and organizations that want to communicate with visitors without paying for a conventional live-chat license.
The platform also offers paid services for businesses that want additional functionality, including removing the tawk.to branding and using AI-powered chat automation.
Key Features
- Free Live Chat: Provide website chat without a standard subscription fee.
- Visitor Monitoring: See visitor activity and engagement.
- Multi-Agent Support: Allow multiple team members to handle conversations.
- Chat History: Maintain records of previous customer conversations.
- Mobile Access: Manage conversations from supported mobile applications.
- AI Automation: Use AI Assist for automated customer interactions.
- Customization: Configure the chat widget to fit a business website.
Pricing
- Core Live Chat: $0.
- Brand Removal: $29/month.
- AI Assist: From $29/month.
- Human Agent Service: Available from $1/hour.
- Free Plan: Available for the core chat service.
6. Zendesk — Best for Enterprise Customer Support
Company Overview
| Detail | Information |
|---|---|
| Founded | 2007 |
| Headquarters | San Francisco, California, United States |
| Software Type | Customer Service and Support Software |
| Primary Use | Customer support, messaging, ticketing, and helpdesk |
| Deployment | Cloud-based |
| Free Plan | No |
| Free Trial | Available for applicable plans |
| Starting Price | Plan-dependent |
Zendesk is one of the most established customer-service chat software platforms used by businesses in the USA. Rather than focusing only on website chat, Zendesk combines messaging with ticketing, knowledge management, customer-service workflows, analytics, and AI-based support capabilities.
This makes Zendesk particularly relevant for larger organizations that need structured customer-support operations across multiple channels. Its pricing depends on the Zendesk products and plans selected, so businesses should check the current plan configuration before purchasing.
Key Features
- Customer Messaging: Manage customer conversations through digital channels.
- Ticketing: Organize and track customer-support requests.
- AI Support: Use AI capabilities to automate and assist support workflows.
- Knowledge Base: Provide customers with self-service information.
- Omnichannel Support: Connect conversations across supported channels.
- Analytics: Measure support performance and customer-service activity.
- Enterprise Administration: Provide controls for larger support organizations.
Pricing
- Zendesk pricing: Varies according to the selected product and plan.
- Suite plans: Pricing is based on the selected Zendesk Suite package.
- Enterprise: Custom options may apply.
- AI and other products: Additional pricing can apply depending on the selected services.
- Free trial: Available on eligible offerings.
7. Crisp — Best for Small Customer-Service Teams
Company Overview
| Detail | Information |
|---|---|
| Founded | 2015 |
| Headquarters | Nantes, France |
| Software Type | Customer Messaging Software |
| Primary Use | Live chat, shared inbox, and customer communication |
| Deployment | Cloud-based |
| Free Plan | Yes |
| Free Trial | Available on paid plans |
| Starting Price | Free plan available |
Crisp is recognized as a flexible chat software platform for small and growing businesses that need a shared workspace for customer conversations. It combines website chat with a shared inbox and communication tools designed to help teams collaborate around customer requests.
For businesses that want customer messaging without building a complicated support infrastructure, Crisp can provide a more focused alternative to larger customer-service suites.
Key Features
- Live Chat: Communicate with website visitors in real time.
- Shared Inbox: Manage customer conversations together.
- Team Collaboration: Allow multiple agents to work on customer requests.
- Customer Profiles: Keep useful customer information alongside conversations.
- Automations: Automate repetitive communication tasks.
- Chatbots: Support automated customer interactions.
- Integrations: Connect customer messaging with other business tools.
Pricing
- Free: $0/month.
- Paid plans: Pricing depends on the selected Crisp plan and workspace requirements.
- Trial: Paid-plan trials are available where offered by Crisp.
8. Freshchat — Best for Omnichannel Customer Messaging
Company Overview
| Detail | Information |
|---|---|
| Founded | 2010 |
| Headquarters | San Mateo, California, United States |
| Software Type | Customer Messaging Software |
| Primary Use | Live chat, messaging, automation, and customer support |
| Deployment | Cloud-based |
| Free Plan | Yes |
| Free Trial | Available |
| Starting Price | $0 |
Freshchat is one of the more flexible chat software platforms for US businesses that need website, mobile, email, and social messaging. It provides a shared workspace where support teams can manage customer conversations and use automation to improve response times.
Freshchat is part of the Freshworks ecosystem, which makes it particularly useful for organizations that want customer messaging connected with other Freshworks customer-service products.
Key Features
- Website Chat: Add customer messaging to websites.
- Mobile Messaging: Support customer conversations through mobile applications.
- Shared Inbox: Give agents a centralized workspace.
- Email Integration: Connect support email with customer conversations.
- Social Messaging: Support channels such as Facebook Messenger and Instagram.
- AI Agent: Automate customer conversations with Freddy AI Agent.
- Reporting: Monitor support activity through dashboards and reports.
Pricing
- Free: $0 for up to 10 agents.
- Growth: $19 per agent/month, billed annually.
- Pro: $49 per agent/month, billed annually.
- Enterprise: $79 per agent/month, billed annually.
- Freddy AI Agent: $49 per 100 sessions after included sessions.
- Freddy AI Copilot: $29 per agent/month when billed annually.
9. Gorgias — Best for E-commerce Customer Chat
Company Overview
| Detail | Information |
|---|---|
| Founded | 2015 |
| Headquarters | San Francisco, California, United States |
| Software Type | Conversational Commerce Software |
| Primary Use | E-commerce customer support and conversational sales |
| Deployment | Cloud-based |
| Free Plan | No |
| Free Trial | Available |
| Starting Price | $10/month |
Gorgias is one of the best-known chat software platforms for e-commerce businesses, particularly Shopify-based brands. It combines customer conversations with commerce-related support so shoppers can receive help with orders, products, and other purchasing questions.
Unlike traditional per-agent support software, Gorgias currently bases its main helpdesk pricing around the number of billable tickets included in a plan. Its AI Agent is charged according to successfully automated conversations.
Key Features
- Customer Chat: Communicate with shoppers through digital messaging.
- E-commerce Integrations: Connect customer conversations with online-store data.
- Order Support: Help customers with order-related questions.
- Shared Inbox: Manage conversations from multiple channels.
- AI Agent: Automate conversations that the AI can resolve.
- Automation: Reduce repetitive customer-support work.
- Reporting: Track customer-service and automation performance.
Pricing
- Starter: $10/month for 50 billable tickets.
- Basic: $60/month for 300 billable tickets.
- Pro: $360/month for 2,000 billable tickets.
- Advanced: $900/month for 5,000 billable tickets.
- Enterprise: Custom pricing.
- AI Agent: Most plans charge $0.90 per successfully resolved interaction on annual billing; Starter begins at $1 per resolved interaction.
10. Olark — Best for Simple Website Live Chat
Company Overview
| Detail | Information |
|---|---|
| Founded | 2009 |
| Headquarters | Ann Arbor, Michigan, United States |
| Software Type | Live Chat Software |
| Primary Use | Website chat and visitor engagement |
| Deployment | Cloud-based |
| Free Plan | No |
| Free Trial | 14 days |
| Starting Price | $29 per agent/month |
Olark is a straightforward chat software option for US businesses that want website live chat without an overly complicated platform. Its core service focuses on helping businesses communicate with visitors, manage conversations, and understand chat activity.
The platform is designed around simplicity, while its standard plan includes features such as chat customization, reporting, automation, visitor information, and chat history.
Key Features
- Website Live Chat: Add a chat box to business websites.
- Visitor Information: View useful details about website visitors.
- Chat History: Maintain records of previous conversations.
- Chat Analytics: Measure chat activity and support performance.
- Automation: Use automated greetings and routing features.
- Customization: Customize the website chat experience.
- Integrations: Connect Olark with supported business applications.
Pricing
- Standard: $29 per agent/month.
- Annual contract: $23 per agent/month when paid annually.
- Two-year contract: $19 per agent/month.
- Pro Olark: Custom pricing.
- Free Trial: 14 days.
11. Slack — Best for Internal Team Chat
Company Overview
| Detail | Information |
|---|---|
| Founded | 2009 |
| Headquarters | San Francisco, California, United States |
| Software Type | Team Communication and Collaboration Software |
| Primary Use | Internal messaging and workplace collaboration |
| Deployment | Cloud-based |
| Free Plan | Yes |
| Free Trial | Available for eligible paid plans |
| Starting Price | $0 |
Slack is one of the most widely recognized chat software platforms for workplace communication in the USA. Instead of focusing mainly on website customer support, Slack is designed around internal conversations, channels, direct messages, file sharing, integrations, and team collaboration.
It is useful for organizations that need a central communication environment where employees can discuss projects, share files, connect business applications, and organize conversations by teams or topics. Slack currently lists its Business+ plan at $15 per active user/month when billed annually.
Key Features
- Channels: Organize conversations around teams, projects, or topics.
- Direct Messaging: Communicate privately with individual team members.
- File Sharing: Share and access workplace files within conversations.
- Huddles: Hold quick audio and video discussions.
- App Integrations: Connect Slack with thousands of business applications.
- AI Tools: Use AI-powered search and conversation summaries.
- External Collaboration: Communicate with approved external organizations and partners.
Pricing
- Free: $0.
- Pro: $7.25 per person/month when billed annually.
- Business+: $15 per person/month when billed annually.
- Business+: $18 per person/month when billed monthly.
- Enterprise+: Custom pricing.
12. Microsoft Teams — Best for Microsoft 365 Users
Company Overview
| Detail | Information |
|---|---|
| Founded | 2016 |
| Headquarters | Redmond, Washington, United States |
| Software Type | Team Chat and Collaboration Software |
| Primary Use | Workplace messaging, meetings, calls, and collaboration |
| Deployment | Cloud-based |
| Free Plan | Yes |
| Free Trial | Available on eligible Microsoft 365 plans |
| Starting Price | $0 for available free use; $4/user/month for Teams Essentials |
Microsoft Teams is a major chat software platform for US organizations using Microsoft 365. It combines workplace messaging with meetings, calling, file collaboration, and integration with Microsoft productivity applications.
Teams is particularly relevant for businesses that already use Microsoft services because conversations, meetings, files, and collaboration can be managed within the broader Microsoft ecosystem. Microsoft currently lists Teams Essentials at $4 per user/month when paid yearly.
Key Features
- Team Chat: Communicate through individual and group conversations.
- Channels: Organize work discussions by team or project.
- Video Meetings: Hold online meetings with employees and customers.
- File Sharing: Work with shared documents and files.
- Microsoft 365 Integration: Connect with Microsoft productivity applications.
- Live Captions and Transcripts: Support accessibility and meeting documentation.
- Security: Protect chats, calls, meetings, and files with Microsoft security controls.
Pricing
- Teams Free: $0.
- Teams Essentials: $4 per user/month, paid yearly.
- Microsoft 365 Business Basic: $7 per user/month, paid yearly.
- Microsoft 365 Business Standard with Copilot: $23.50 per user/month, paid yearly.
- Teams Premium: $10 per user/month as an add-on, paid yearly.
13. Google Chat — Best for Google Workspace Teams
Company Overview
| Detail | Information |
|---|---|
| Founded | 2017 |
| Headquarters | Mountain View, California, United States |
| Software Type | Team Messaging and Collaboration Software |
| Primary Use | Internal business messaging and collaboration |
| Deployment | Cloud-based |
| Free Plan | Available through personal Google accounts |
| Free Trial | Available with eligible Google Workspace plans |
| Starting Price | Included with Google Workspace plans |
Google Chat is a practical chat software option for businesses that already use Google Workspace. It provides direct messaging and spaces where employees can organize conversations around projects, departments, or ongoing work.
Its main advantage is integration with Google’s wider productivity ecosystem, allowing teams to move between conversations, files, calendars, and other Workspace services without maintaining separate communication systems.
Key Features
- Direct Messaging: Communicate with individual employees.
- Spaces: Organize group conversations around projects and teams.
- Google Workspace Integration: Work with connected Google productivity services.
- File Sharing: Share Google files directly within conversations.
- Google Meet Integration: Move from chat conversations into video meetings.
- Search: Find previous messages and shared information.
- Task Collaboration: Coordinate work through supported Workspace collaboration features.
Pricing
- Google Chat: Included with eligible Google Workspace plans.
- Google Workspace Business Starter: Pricing depends on the selected billing arrangement.
- Google Workspace Business Standard: Higher-tier Workspace features and storage.
- Google Workspace Business Plus: Additional security and administration features.
- Enterprise: Custom pricing.
14. Discord — Best for Communities and Informal Team Communication
Company Overview
| Detail | Information |
|---|---|
| Founded | 2015 |
| Headquarters | San Francisco, California, United States |
| Software Type | Community Chat and Communication Software |
| Primary Use | Community messaging, voice communication, and collaboration |
| Deployment | Cloud-based |
| Free Plan | Yes |
| Free Trial | Not required for free service |
| Starting Price | $0 |
Discord is a widely used chat software platform for online communities, gaming groups, technology communities, and organizations that need persistent text and voice communication. Its servers provide dedicated spaces where members can communicate through text channels, voice channels, and direct messages.
Although Discord is not designed as a traditional enterprise customer-support platform, its community-focused structure makes it useful for organizations that need ongoing interaction with members, customers, developers, or online communities.
Key Features
- Text Channels: Organize conversations into dedicated channels.
- Voice Channels: Allow users to communicate through persistent voice rooms.
- Video Communication: Support video conversations and streaming.
- Community Servers: Create dedicated spaces for different communities.
- Roles and Permissions: Control access to channels and server functions.
- Screen Sharing: Share screens during voice or video sessions.
- Premium Features: Nitro provides additional features such as higher-quality streaming and custom communication options.
Pricing
- Discord Free: $0.
- Nitro: Paid subscription with premium features.
- Nitro Basic: Lower-tier paid subscription.
- Nitro pricing: Can vary by location and subscription arrangement; Discord states that pricing may differ according to factors such as location and local market conditions.
15. Chatwoot — Best Open-Source Chat Software
Company Overview
| Detail | Information |
|---|---|
| Founded | 2016 |
| Headquarters | San Francisco, California |
| Software Type | Open-Source Customer Support and Messaging Software |
| Primary Use | Customer support, live chat, and omnichannel messaging |
| Deployment | Cloud or self-hosted |
| Free Plan | Yes |
| Free Trial | 15 days |
| Starting Price | $0 per agent/month |
Chatwoot is one of the notable open-source chat software options for businesses that want greater control over their customer communication infrastructure. It provides a shared workspace for customer conversations and supports live chat alongside additional communication channels.
The platform can be particularly relevant for organizations that want an alternative to fully proprietary customer-support systems. Chatwoot offers both cloud plans and self-hosted options, while its current cloud pricing includes a free Hacker plan for up to two agents.
Key Features
- Live Chat: Communicate with customers through website chat.
- Shared Inbox: Manage customer conversations from a central workspace.
- Omnichannel Messaging: Bring supported communication channels together.
- Open Source: Give organizations greater control over the software environment.
- Self-Hosting: Deploy Chatwoot using supported self-hosted options.
- Automation: Use rules and workflows to manage conversations.
- AI Assistance: Use Captain AI features on eligible plans.
Pricing
- Hacker: $0 per agent/month for up to 2 agents and 500 conversations/month.
- Startups: $19 per agent/month when billed annually.
- Business: $39 per agent/month when billed annually.
- Enterprise: $99 per agent/month when billed annually.
- Free Trial: 15 days.
- Self-hosted: Separate self-hosted plans are available.
Comparison of the Best Chat Software in USA
| Chat Software | Best For | Starts At | Free Trial / Plan | Standout Feature | Primary Trade-off |
|---|---|---|---|---|---|
| LiveChat | Customer support & live website chat | $24 / user/mo | 14-day free trial | Real-time website chat with extensive integrations | Higher cost as agent count grows |
| Intercom | AI-powered customer support & engagement | $29 / seat/mo | Free trial available | AI-powered Fin and customer messaging tools | Pricing can increase with usage and add-ons |
| HubSpot Live Chat | CRM-connected customer conversations | Free | Free tools available | Live chat and chatbot tools integrated with HubSpot CRM | Advanced automation requires paid HubSpot plans |
| Tidio | Small businesses & e-commerce | Free plan available | Free plan | Live chat combined with AI chatbot automation | Advanced AI and automation features require paid plans |
| Tawk.to | Free live chat | $0 | Free plan | Unlimited agents and websites on the core live-chat product | Advanced capabilities may require paid add-ons |
| Zendesk | Enterprise customer service | Custom / plan-based | Trial available | Chat, ticketing, AI, and omnichannel customer support | Can become complex for smaller teams |
| Crisp | Small teams & shared customer messaging | Free plan available | Free plan | Shared inbox with chat, messaging, and team collaboration | Advanced features require higher plans |
| Freshchat | Omnichannel customer messaging | Free plan available | Free plan | Messaging across web, mobile, and multiple channels | Some advanced capabilities are plan-dependent |
| Gorgias | E-commerce customer support | $10 / month | Trial available | Strong integrations with Shopify and other commerce platforms | Primarily designed around e-commerce support |
| Olark | Simple website live chat | $29 / user/mo | Free trial | Easy-to-use live chat with visitor insights | Fewer advanced omnichannel capabilities |
| Slack | Internal team communication | Free plan available | Free plan | Channels, messaging, integrations, and workplace collaboration | Not primarily designed as a customer-support widget |
| Microsoft Teams | Enterprise team communication | Free plan available | Free plan | Chat, meetings, file sharing, and Microsoft 365 integration | Best value often comes within the Microsoft ecosystem |
| Google Chat | Google Workspace teams | Included with eligible Workspace plans | Trial through Workspace | Direct integration with Gmail, Drive, Meet, and Google Workspace | Less focused on dedicated customer-support workflows |
| Discord | Communities & informal team communication | Free | Free plan | Persistent text channels and voice communities | Limited traditional customer-service functionality |
| Chatwoot | Open-source customer support | Free self-hosted option | Free option available | Open-source inbox and customer messaging control | Self-hosting requires technical management |
How to Choose the Right Chat Software
Selecting the right chat software requires looking at your business purpose, team size, customer communication needs, integrations, automation requirements, and budget. A platform designed for website customer support may not be the right fit for internal employee communication, so first identify how your organization expects to use chat.
Identify Your Main Chat Requirement
Start by deciding whether you need customer live chat, AI customer support, sales conversations, internal team messaging, community communication, or omnichannel support. Tools such as LiveChat and Tidio are focused heavily on customer conversations, while Slack, Microsoft Teams, and Google Chat are primarily designed for workplace communication.
Choosing software around the actual communication channel helps prevent paying for features your team will not use.
Consider Team Size and Number of Agents
Small businesses may prefer platforms with free plans, simple administration, or affordable per-user pricing. Larger customer-service teams may need centralized administration, multiple departments, advanced permissions, reporting, and automation.
Also check whether pricing is based on users, agents, conversations, contacts, or message volume because these models can affect the total cost as your team grows.
Evaluate AI and Automation Features
Modern chat software increasingly includes AI chatbots, automated replies, conversation summaries, routing, knowledge-base answers, and workflow automation. These features can reduce repetitive support work and help teams respond more quickly.
However, check exactly what is included in the advertised plan because AI usage, automated resolutions, or advanced workflows may have separate limits or charges.
Check CRM and Business Integrations
A good chat platform should connect with the tools your business already uses. Depending on your workflow, important integrations may include CRM systems, e-commerce platforms, help desks, email marketing tools, calendars, analytics platforms, and collaboration applications.
For example, HubSpot Live Chat is particularly relevant for businesses already using HubSpot, while Gorgias is designed around e-commerce support workflows.
Review Security and Data Controls
Businesses handling customer conversations should examine authentication, permissions, data handling, encryption, compliance features, and administrative controls before selecting a platform. Enterprise organizations may also require additional security documentation or specific compliance standards.
Do not choose a chat platform solely because it has a large feature list; verify that its security and data-management capabilities match your organization’s requirements.
Compare Pricing and Scalability
Compare the actual cost of the plan you would need rather than only looking at the lowest advertised starting price. Consider agent seats, conversation volume, AI usage, automation, integrations, additional channels, and premium features.
A platform with a free plan can be useful for a small team, while a growing organization may need a paid system that provides more advanced administration and customer-support capabilities.
Frequently Asked Questions (FAQs)
What is the best chat software in USA?
The right chat software depends on the purpose of the business. LiveChat, Intercom, Zendesk, Tidio, and HubSpot Live Chat are designed primarily around customer conversations and support, while Slack, Microsoft Teams, and Google Chat focus more on internal workplace communication.
What is the cheapest chat software?
Several chat platforms offer free options. Tawk.to provides its core live-chat product at no software subscription cost, while HubSpot Live Chat, Tidio, Crisp, Slack, Microsoft Teams, and Google Chat also provide free plans or free access with limitations. Paid pricing depends on the features, users, agents, or usage levels required.
Is live chat software useful for small businesses?
Yes. Live chat can give small businesses a direct communication channel for answering customer questions, helping shoppers, and handling basic support requests. Free or lower-cost platforms such as Tawk.to, Tidio, Crisp, and HubSpot can provide an entry point before a business moves to more advanced customer-service software.
What is the difference between live chat and team chat software?
Live chat software is generally designed for customer-facing conversations on websites or digital channels, while team chat software is designed for communication between employees. LiveChat, Intercom, and Zendesk focus heavily on customer communication, whereas Slack, Microsoft Teams, and Google Chat are primarily workplace collaboration platforms.
Does chat software support AI chatbots?
Many modern chat platforms provide AI features, although the exact capabilities differ by provider and pricing plan. Depending on the software, AI may handle common customer questions, suggest responses, summarize conversations, route requests, or provide automated support using business knowledge sources.
Can chat software integrate with CRM systems?
Yes. Many chat platforms integrate with CRM and business applications to connect customer conversations with contact records, sales activities, support tickets, and other customer information. The available integrations vary by provider and may require a specific subscription tier.
Is chat software secure for customer communication?
Security varies between providers and plans. Businesses should review each platform’s authentication, access controls, encryption, data-processing practices, compliance documentation, and administrative features before using it for sensitive customer information.
Conclusion
The best chat software in USA in 2027 depends on whether your priority is customer support, website live chat, AI automation, sales conversations, e-commerce assistance, or internal team collaboration. Platforms such as LiveChat, Intercom, Zendesk, HubSpot Live Chat, Tidio, and Tawk.to address different customer-facing requirements, while Slack, Microsoft Teams, and Google Chat are better aligned with internal workplace communication.
When choosing a platform, compare the features that directly affect your workflow rather than relying only on popularity or starting price. Consider per-user or usage-based costs, AI capabilities, integrations, automation, security, scalability, reporting, and customer-support requirements. Selecting software that matches your communication model can help your team manage conversations more efficiently while providing customers or employees with a more consistent chat experience.
