10 Best Conversational Support Software in the US in 2024

In an era dominated by digital communication, the significance of effective conversational support software cannot be overstated. According to recent data from Statista, a leading provider of market and consumer data, over 75% of consumers in the United States consider live chat and messaging as their preferred mode of interacting with businesses for customer support. As technology continues to evolve, so do the expectations of customers seeking real-time assistance and personalized solutions.

In response to this growing demand, businesses are actively exploring and implementing advanced conversational customer support software to not only streamline their SaaS, Fintech customer service and other customer support operations but also to enhance the overall customer experience. In this blog post, we delve into the realm of digital support solutions and present the "10 Best Conversational Support Software in the US in 2024". From AI-powered chatbots to omnichannel communication platforms, these tools are redefining the way businesses engage with their customers and establish lasting relationships.

What Is Conversational Support Software?

Traditionally, businesses adopted a transactional approach to customer support, primarily focusing on resolving specific customer issues or concerns. This methodology is inherently transaction-based, aiming to swiftly and effectively address the customer's problem.

Transactional customer service typically entails assigning customers a ticket or identification number and furnishing them with precise details, troubleshooting procedures, or resolutions for their concerns. The communication style employed by agents adhering to transactional support is formal and polished. Conversely, conversational customer service involves employing live chat agents and technological tools like conversational customer support software to create an interaction reminiscent of human-to-human conversations, rather than isolated interactions.

This methodology revolves around engaging in discussions with customers using natural language to comprehend their requirements, respond to inquiries, and resolve problems. Businesses like banking, e-commerce, and logistics, predominantly deliver conversational banking or conversational e-commerce customer service through instant messaging platforms. Opting for an omnichannel support strategy aligns well with conversational support teams, particularly if they maintain a presence across various communication channels.

10 Best Conversational Support Software in the US in 2024

Here is the list of the 10 best conversational support software in the US in 2024.

1. App0

App0 is a no-code, AI-powered customer engagement platform redefining customer communication and engagement. It seamlessly integrates conversational AI agents into text-based messaging thus enhancing customer experience. Specifically tailored for industries such as Ecommerce, banking, financial institutions and healthcare, it is the best conversational support software in the US in 2024. 

At App0, they empower businesses with the transformative power of data-driven insights, expediting Time-To-Market through their innovative No-Code approach, all while upholding the highest standards of enterprise-grade security and compliance. 

With the integration of AI, App0 revolutionizes conventional notifications by transforming them into engaging, interactive conversations, streamlining intricate processes such as customer communication and engagement. Customers must request a demo to get a personalised price quote and assistance tailored to their individual needs and demands.

Features 

• Customer interaction journeys using no-code: Easily craft intricate, multi-party workflows using App0's intuitive no-code/low-code flow builder.
• Data and AI: Leverage first-party customer data to shape engagement strategies and elevate customer interactions.
• Seamless Client Experiences, No Coding Required: Choose from a range of ready-made end-user applications for diverse needs – from appointments to payments, marketing to confirmations. Alternatively, build your own effortlessly with App0's EasyApp studio.
• AI-powered Prediction: Ecommerce and D2C brands can know when each customer is running out of their products and engage with the customer accordingly.‍
• Seamless Checkout: App0's AI messaging platform allow online customers to pay and place their orders easily without leaving the conversation thread.
• Enterprise-grade security: Experience passwordless user authentication with App0's adaptive authentication, striking a perfect balance between user convenience and enterprise-grade security.
• Integrations: Fast-track your use cases with App0's prebuilt industry-specific integrations, ensuring swift entry into the market.

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2. Help Scout

Help Scout, based in Boston, is a global remote company offering a top-notch help desk software solution. Founded in 2011 by Nick, Jared, and Denny, Help Scout emerged from the founders' struggle to find a customer-centric tool for managing overwhelming requests. 

Unlike other help desks, Help Scout prioritizes personal connections over numbers, making it a go-to for 12,000+ customers in 140 countries. This SaaS platform simplifies customer support with a user-friendly interface, integrated knowledge base, and 50+ integrations. 

Designed for growing teams, Help Scout transforms support into a marketing tool, setting it apart in the competitive landscape of the best conversational support software in the US in 2024.

Features

• Shared inbox
• Live chat widget called “beacon”
• Help centre 
• Automation
• AI-Powered features to improve conversations and workflows
• Customisable
• Customer data management
• 50+ Integrations 

Notable Customers 

Trello, Buffer, AngelList, Reddit

Pricing

Help Scout offer 3 different plans for their services, which includes Standard, Plus, and Pro. It has simple, clear features distribution and caters various categories of business requirements. 

• ‍Standard: The standard plans comes at $25 per user per month. Facilitates real-time communication with In-App Messaging feature. Support APIs and 100+ Integrations enhancing the versatility and compatibility. It provides the ability to generate Custom Reports.
• ‍Plus: The Plus plan of Help Scout is a comprehensive solution tailored for businesses, starting at $50 per user per month.  the user can access 5 shared inboxes that support email, live chat, and social channels.  This consolidates communication channels for a streamlined customer support experience. It offer the flexibility of having 25 free light users. Leverage artificial intelligence for summarization and AI assistance support.
• ‍Pro: The Plus plan of Help Scout is a comprehensive package designed for businesses seeking advanced features and support. To access pricing details, interested customers need to contact the Help Scout team, and the pricing is available exclusively on an annual basis. The user can manage communications efficiently with 25 shared inboxes that support email, live chat, and social channels. It comes with the security of your data with enterprise-level security measures.

3. Podium

Podium, headquartered in Lehi, Utah, is a cutting-edge technology company revolutionizing local business communication. Launched in 2014 by Eric, inspired to enhance his dad's tire shop, Podium's cloud-based suite simplifies messaging for businesses. 

Specializing in messaging tools, Podium empowers businesses to effortlessly connect with customers via text, facilitating tasks like payment requests, product sales, and review collection. Recognized on prestigious lists like Forbes’ Next Billion Dollar Startups and Fast Company’s World’s Most Innovative Companies, Podium is one of the best conversational support software in the US in 2024 in terms of budget and features.

Features 

• Messaging inbox
• Unified inbox
• Team chat
• Web chat
• SMS messaging 
• Social messaging
• Sentiment analysis 
• Competitive benchmarking 
• Customer feedback
• Integrations
• AI assistant

Notable Customers 

Imago Med Spa, Ag-Pro, Budget Blinds of Salt Lake and Davis Counties, MINT dentistry and York Jewellers. 

Pricing 

Podium's pricing starts at around $399 per month for their basic plan, which includes essential features such as text messaging, review management, and webchat. The pricing may increase based on additional features, customizations, and the number of users or locations.

For businesses seeking more advanced capabilities, Podium offers higher-tier plans, such as their Premium or Enterprise plans. These plans typically provide access to additional features like team collaboration tools, advanced analytics, and multi-location management. The pricing for these plans is typically customized based on the specific requirements of the business.

4. Gladly

Founded in 2014, Gladly is a cutting-edge customer service platform which transforms traditional interactions into lifelong conversations. Unlike ticket-centric systems, Gladly prioritizes people, offering a unique approach to customer engagement. 

Seamlessly integrating AI and human agents, it empowers customer service representatives to become heroes by fostering enduring connections. With a unified dashboard for email, social media, text, and calls, Gladly ensures a holistic view of each customer. 

The California-based company has raised $27M and serves renowned brands like Nordstrom and Warby Parker. By centralizing communication channels, Gladly's innovative platform revolutionizes AI in customer service, creating a personalized and enduring experience for businesses and consumers alike.

Features 

• Natively built-in channel features such as voice, text, chat, in-app chat
• Self service
• Liveboard
• Quick reply
• AI automation platform named Gladly Sidekick
• Integrated apps
• Workforce and task management 
• Insight builder
• Knowledge base

Notable Customers 

JetBlue Airways Corporation, Ulta Beauty, Lord & Taylor, Ralph Lauren Corporation

Pricing 

Gladly provide two distinct service plans: the Hero Package and the Superhero Package. the user have to only pay for the services you actually use. Their packages seamlessly integrate customer service heroes and artificial intelligence, working in tandem. They boast straightforward and transparent feature distribution, addressing a wide range of business needs.

• ‍Hero Package: The Hero Package, starting at $180 hero/month, billed annually with a 10-hero minimum, includes essential features like multi-channel communication, unified customer view, People Match, and a centralized knowledge base. This package ensures a comprehensive, real-time, and historical reporting system, along with seamless integration with existing apps.
• ‍Superhero Package: Superhero Package at $210 hero/month, billed annually, with a 45-hero minimum. This elevated plan not only encompasses all the Hero Package features but also introduces custom reporting, a remarkable 99.9% uptime, and premium support for a truly unparalleled customer service journey. 

5. Freshdesk

Freshdesk is a cloud-based helpdesk solution which empowers customer support teams to efficiently engage with clients. This popular software enhances customer management and elevates engagement levels. Boasting smart automations, it optimizes the support process, increasing productivity for teams. 

The platform stands out with a robust set of tools – a knowledge base, forums, and a support ticket system. Noteworthy perks include a free service tier, no cancellation fees, and ingenious day passes for sudden surges in customer outreach. 

Features 

• Unified messaging platform 
• Automated support
• Omnichannel support
• Ticketing system
• Self service portal
• Agent productivity
• Collaboration tools
• Customisable options

Notable Customers 

Amazon, MUYI, Panasonic Corporation of North America, Denso Robotics 

Pricing 

Freshdesk presents four distinct service plans, comprising Free, Growth Pro, and Enterprise packages. Freshdesk seamlessly integrates top-notch ticketing, self-service, and reporting functionalities in their plans.

• ‍Free: The Free plan is perfect for startups, offering integrated ticketing, knowledge base, and analytics.
• Growth: It starts at just $12, unlocking automation, collision detection, and a plethora of marketplace apps. 
• Pro: The Pro priced at $43.42, is tailored for expanding businesses with custom roles, objects, and reports.‍
• Enterprise: Enterprise priced at $68.76, which offer the assistance of FREDDY, the AI bot, managing emails, auto-triage, article suggestions, and more. This top-tier plan also grants unlimited products and a sandbox environment for seamless operations. Freshdesk ensures flexibility by allowing users to choose their data center location, making it a dynamic solution for any business. 

6. HubSpot Service Hub

HubSpot, founded in 2006 by Brian Halligan and Dharmesh Shah, is an American software company specializing in inbound marketing, sales, and customer service solutions. This all-in-one platform seamlessly integrates marketing, sales, service, and more. It is one of the best conversational support softwares in the US in 2024.

Ideal for attracting visitors, converting leads, and closing customers, HubSpot's cloud-based system ensures synchronised data across teams and devices with instant updates. It serves as a centralized hub, breaking down data silos and preventing costly inconsistencies. 

With over 1,000 integrations and expanding AI capabilities, HubSpot empowers businesses to scale efficiently which makes it one of the best conversational support software in the US in 2024. Trusted by 121,000 customers in 120+ countries, HubSpot's mission is to maximize sales and foster growth for companies worldwide.

Features 

• Omnichannel communications
• Conversations tool
• Live chat
• AI assistants, agents, and insights
• Customer portal
• Mobile inbox service hub
• Intelligent routing and SLA management
• List segmentation 
• User management and permissions
• Ticketing system

Notable Customers 

Walmart, Syntel, Trello, Talkspace, Picmonkey.com

Pricing 

The service plan for the customer service section of Hubspot includes powerful tools, and support integration. The offerings of the plan includes:

• ‍Free Tools: At $0 Hubspot offers many free tools support including marketing sales, CMS, commerce and operations. The part is that you don't need any credit card in order to sign up for the free plan. ‍
• Starter: The starter pack is best if you want to explore more, but have a little pocket size. It starts at $18 per month and allows 2 paid users. One can add more users after paying extra. This plan offers the feature of live chat, meeting scheduling, and email and in-app chat support. 
• ‍Professional: At $450 this plan offers 1000 custom properties per object. With 5000 email templates it can be a powerful support. 
• ‍Enterprise: The enterprise plan starts at $1200 per month which includes 10 paid users. It includes some premium features of professional plans along with that the shared inbox size increases.

7. Zendesk Support Suite

Founded in 2007, Zendesk is a Danish-American company providing customer support solutions. Boasting over $86 million in venture capital, Zendesk went public in 2014 and is trusted by 100,000+ businesses worldwide. It's more than a customer support platform; it's a comprehensive service solution that simplifies interactions. 

Connecting seamlessly across channels—phone, chat, email, social media—Zendesk consolidates customer interactions. Beyond enhancing customer experiences, it empowers teams and synchronizes business operations. 

From helpdesk to live chat, sales, and engagement software, Zendesk’s cloud-based system caters to businesses of all sizes, making it a go-to choice across various industries and one of the best conversational support software in the US in 2024.

Features 

• Unified omnichannel experience
• Customizable dashboard
• AI bots (answer bot)
• Ticketing system
• Customization tools
• Community forum 
• Integrations
• Workflow automation 
• Security and compliance

Notable Customers 

Dropbox, Etsy, Ultimate Ears by Logitech, League of Legends

Pricing 

When it comes to optimizing customer support and sales processes, Zendesk offers a plethora of pricing options, each tailored to meet specific business needs. 

• ‍Zendesk Support: The Zendesk Support option, for instance, has users covered, starting at just $19 per user per month with the Support Team plan, which includes basic ticketing, a knowledge base, and a community forum. For those in need of more advanced features like reporting and multilingual content, the Support Professional plan at $55 per user per month is the recommended choice. The Support Enterprise plan, priced at $115 per user per month, offers the ultimate support experience, complete with custom roles, permissions, and round-the-clock support.
• ‍Zendesk Sell: For businesses focusing on sales and customer support, Zendesk Sell provides a range of options. Starting with the basic Sell Team plan at $19/user per month, which includes lead and deal management, and going up to the Sell Elite plan at $169/user per month, boasting AI-powered insights and forecasting, there is a suitable fit for every business need.
• ‍Zendesk Suite: Zendesk Suite, on the other hand, offers an all-in-one solution. Beginning at $55 per agent per month with the Suite Team plan, users get essential features like ticketing and a knowledge base. As your business scales, the Suite Growth, Professional, and Enterprise plans provide advanced features and support options. And for businesses with the most demanding requirements, the Suite Elite plan offers custom integrations, dedicated support, and a service-level agreement.

8. Drift

Established in 2015, Drift is a B2B service provider redefining conversational marketing. This cloud-based platform seamlessly integrates live chat, conversational sales, and marketing to elevate revenue and customer value. It is one of the best conversational support softwares in the US in 2024.

Operating on a fly-wheel framework, Drift's live chat widgets on websites automate lead generation by understanding visitor needs. Pioneering Conversational Marketing, Drift's AI-powered buyer engagement platform listens, learns, and adapts to deliver personalized experiences. It transforms the B2B buying process, enhancing customer relationships and revenue which makes it one of the best B2B conversational support software in the US in 2024.

With a focus on individualized interactions, Drift ensures businesses stay ahead by translating conversational data into meaningful connections and streamlined processes. This leaves teams more time for core activities.

Features 

• Real-time messaging
• AI-powered chatbots
• Personalized interactions
• Multichannel engagement
• Lead qualification
• Automated scheduling
• Integrations with CRM and other tools
• Analytics and reporting

Notable Customers 

Okta, Thales, Proofpoint, Loopio and Formstack

Pricing 

Drift caters to diverse business needs with a range of pricing plans, each offering unique benefits.

• ‍Free Plan: Ideal for those testing the waters, the Free Plan provides basic access for a single user, offering a cost-free introduction to chatbot functionality.
• ‍Premium Plan ($2500/month): The first paid tier, the Premium Plan, caters to small enterprises, providing essential features like live chat, meetings, custom chatbots, Intel, and real-time notifications.
• ‍Advanced Plan: Customizable in cost, the Advanced Plan enhances the Premium package with a variety of features. This includes fastlane, audiences, and A/B testing, allowing businesses to engage audiences more effectively and streamline pipeline growth.
• Enterprise Plan: The most comprehensive option, the Enterprise Plan includes all features from previous tiers. Besides, it also includes workspaces, AI-powered chatbots, flex routing, and custom RBAC. While exact pricing is undisclosed, this plan empowers businesses to scale personalization and pipeline generation across the entire customer journey. To explore the full potential of Drift, a conversation with their sales team is essential.

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9. CommBox

CommBox is an AI-powered omnichannel platform revolutionizing communication. Tailored for contact centers, it empowers organizations to effortlessly connect with customers across digital channels, ensuring a 24/7 presence. 

CommBox pioneers Autonomous CX, guiding brands through a simplified interaction era. Its advanced machine learning algorithms and digital transformation focus redefine customer engagement within an omni-channel environment. 

Featuring a robust agent workspace, actionable analytics, and smart automation, CommBox streamlines tasks seamlessly. With innovative studio capabilities and intelligent routing, it's the ultimate solution for brands seeking efficiency and unparalleled customer connection with a conversational support software. 

Features 

• Customizable chatbots
• Integration with multiple CRMs and ERPs
• SLA compliance
• AI-powered automation
• Call logging and API support
• Conversational maturity
• Alerts/escalation, auto-responders
• Analytics 

Notable Customers 

IKEA, Solar Edge, Meloni, and Tadiran

Pricing 

CommBox adopts a tailored pricing approach, eschewing fixed rates in favor of customized pricing aligned with diverse tiers and supplementary services. The pricing structure comprises three distinct packages: Essential, Advanced, and Premium. The plan encompasses many powerful features, including advanced customization, seamless integration with Google Translate, robust two-factor authentication, IP whitelisting, personalized success managers, and licenses for AI chatbots.

Clients contemplating engagement with CommBox's services are encouraged to initiate a personalized quote request, recognizing the requirements of their specific needs. 

10. Kustomer

Kustomer is a cloud-based Customer Relationship Management (CRM) platform designed to enhance communication and client support across various channels for businesses. The platform incorporates advanced features, including sentiment analysis, live agent auditing, workflow creation, proactive messaging, agent routing, role-based permissions, and reporting. It is one of the best conversational support softwares in the US in 2024.

Utilizing an extensible data model, Kustomer employs AI-powered automations to deliver efficient and personalized customer experiences through omnichannel messaging and a unified customer view. This enables businesses to streamline their operations and improve overall customer satisfaction.

In 2020, Kustomer was acquired by Meta (formerly Facebook) for approximately $1 billion. Subsequently, in 2023, Kustomer underwent a spin-out, supported by a new investment of $60 million from its previous backers, namely Battery, Redpoint, and boldstart.

Features 

• Omnichannel messaging
• AI-powered automations
• Customer journey mapping
• Customer segmentation
• Proactive support
• Communication management tools
• Activity tracking
• Virtual assistant
• Alerts/notifications

Notable Customers 

Rainbow Shops, Cisco Systems, Inc., Upwork, and Starbucks Corporation

Pricing 

Kustomer provides a customizable model to accommodate the diverse requirements of various businesses. The pricing structure of Kustomer is determined by the number of users and the specific features desired. The platform presents two distinct pricing plans: Enterprise and Unlimited.

• ‍Enterprise Plan: The Enterprise plan is tailored to unlock substantial customer experience (CX) capabilities for small teams, ensuring cost-effectiveness. Priced at $89 per user per month, this plan encompasses key features such as Multi-Channel Communication, Voice Provider Integration, Proactive Service, Actionable Integrations, and Business Process Automation.
• ‍Unlimited Plan: The Unlimited plan is strategically crafted to facilitate significant CX transformations for larger teams, promising substantial outcomes. Starting at $139 per user per month, this plan includes advanced features like Real-Time User Supervision, Enhanced Routing, Real-Time Dashboards, Live Agent Auditing, and Unlimited Collaboration Users.

Benefits of Conversational Support Software

Primarily, conversational support facilitates a heightened level of personalized customer engagement. By harnessing conversation automation, businesses can address inquiries in a manner that resonates with the distinct requirements of each customer. This methodology contributes to cultivating more robust customer connections, a pivotal factor in fostering loyalty and sustaining customer retention.

Another advantage attributed to conversational support is its capacity to expedite response times. Automation empowers customers to swiftly receive answers to their queries. Moreover, during periods when agents are unavailable, automated messages can be employed to manage expectations regarding response times.

The visual representation exemplifies the advantage of conversational support. Leveraging conversational AI for customer service introduces a personalized customer experience, expedites response times, heightens customer contentment, and drives cost efficiency.

Consequently, this elevation in customer satisfaction significantly contributes to nurturing positive customer relationships. Furthermore, conversational support contributes to cost reduction for businesses. Through the automation of specific customer service aspects, companies can diminish dependence on human customer service representatives or allocate human resources toward more high-value undertakings.

Collectively, conversational support delivers an array of advantages for both companies and customers alike. By delivering a more personalized encounter, expediting response times, and yielding cost savings, it embodies a comprehensive enhancement to the support paradigm.

Conclusion

In your quest to optimize customer interactions, you've explored the realm of Conversational Support Software, uncovering the top solutions that empower businesses to connect with their audience on a whole new level. From Help Scout to Signals, each tool presented has the potential to reshape customer support and nurture lasting relationships. By understanding the essence of conversational customer support software and delving into the intricacies of these platforms, you've equipped yourself with the knowledge to make informed decisions that can redefine customer engagement.

As you navigate the evolving landscape of customer service solutions, consider the innovative capabilities of SMS customer service using App0. With its AI-powered messaging solution, App0 stands ready to revolutionize SaaS customer support. Seamlessly integrating cutting-edge technology with a user-friendly interface, App0 not only streamlines workflows but also enriches customer interactions with personalization and real-time engagement. Offering a holistic suite of features,  App0 empowers US businesses to transcend traditional customer support boundaries, fostering connections that inspire loyalty and satisfaction.

Furhermore for E-commerce stores, App0 offers seamless integration along with personalized, text-based shopping experience. It handles queries, supports reordering via Text-to-Shop, and streamlines processes, boosting customer retention. With App0, you can guide your customers to order their favourite products anytime, hassle-free, with just a simple text—no downloads, accounts, or logins required! Moreover, it also has a chat-driven Seamless Checkout feature which facilitates checkout for customers without having them exit the conversation thread. 

Delivering exemplary service 24/7, App0 enhances and improves customer communication and satisfaction, setting your business apart. Boost your conversion rate with App0 for elevated customer engagement and revenue.

To know more about our solution and how we're working to deliver conversational customer support via messaging, request a demo.

Conversational Support Software: FAQs