11 Most Chosen Chatbot Software for Small Businesses [With Pros & Cons]

Choosing chatbot software for small businesses is hard. You keep trying different keywords on Google, like “chatbot for small business,” and every time you discover a new tool – what a pain in the neck!

And then you have all these doubts and questions but no one to clarify. Moments like these make you wish for a simple blog that addresses the A-Z of chatbot platforms so that you don’t have to waste any more time.

Lucky for us, lucky for you – such a blog exists, and you’re right here. So, without further ado, let’s get to business straight away.

Here, have a first glance at the tools that I’ve compared in the blog –

List of the 11 Best Chatbot Software for Small Businesses

In the last few months, I have connected with industry experts (product managers, corporate training managers, HR managers, etc.). This has given me a first-hand idea of how these different chatbot tools work in real life, as well as their drawbacks, strengths, etc.

Combining that with my personal research and experience with these tools, I created this in-depth comparison to help you make an informed decision. 

1. ProProfs Chat

Best for 24/7 Delightful Customer Support With AI Chatbots 

ProProfs Chat stands out for its ability to create AI chatbot that capture leads and provide 24/7 customer support. These chatbots enhance website engagement and lighten the load on your support team. 

Creating these AI-powered chatbots is super easy. All I have to do is train the bots using my website and help center data. For example, if I’m building a chatbot for customer support, I can simply add the URL to my FAQ pages, and the AI bot will automatically scan through the data and train itself. 

Designing conversational flows was also straightforward. I could customize responses, employ intelligent routing, and utilize features like canned responses to streamline customer interactions. The software also supports multiple-choice and open-response questions, offering a versatile tool for customer engagement and support.

Read Customer Success Story

What you’ll like: 

• Provide 24/7 customer support without human intervention
• Captures leads efficiently through interactive chat conversations
• Offers instant support with canned responses
• Customizable AI and script-based bots to match brand personality
• Gathers customer feedback with post-chat surveys

What you may not like: 

• Does not have an on-premise solution for customer support
• The free plan is available only for a single chat operator

Pricing: A free plan is available for a single operator. Paid options start from $19.99/operator/month.

2. ChatBot

Best for AI-Generated Customer Support

When I first explored ChatBot, I was impressed by its comprehensive platform for creating and deploying chatbots, offering 24/7 support across various channels. 

The drag-and-drop editor made it simple to design engaging chatbot experiences using conversation blocks. I found it easy to track my chatbots’ performance with detailed reports, providing insights into customer engagement. 

The industry-specific templates were a game-changer, offering tailored solutions for different business needs. You may also like the ChatBot Academy’s lessons, which can guide you to build the perfect bot for your business. Plus, the seamless CRM integration ensured effortless customer connections.

What you’ll like: 

• Offers 24/7 customer support across multiple channels
• Utilizes a drag-and-drop editor for designing conversation flows
• Tracks chatbot performance with detailed analytics and reports
• Provides industry-specific templates for tailored chatbot solutions
• Includes ChatBot Academy for comprehensive bot-building lessons

What you may not like: 

• Availability of only 1 active chatbot in the starter plan
• Limited customization options for more complex chatbot behaviors

Pricing: Starts at $52/month.

3. Customers.ai

Best for Multi-Platform Marketing Automation

When I first saw a colleague use Customers.ai (formerly MobileMonkey), I was impressed by its versatility as a chatbot platform. They explained how it offers round-the-clock instant responses to customer inquiries, which significantly improved their customer engagement. 

I noticed how popular the software is in the chatbot market, and it’s easy to see why. Instead of a drag-and-drop editor, it displays chat sequences in a linear format. My colleague mentioned that while this format makes it easy to reorder elements, it can get a bit tricky when adding conditionals.

I found the software also excels in multi-platform marketing automation. It allows seamless management of marketing efforts across various platforms, providing a cohesive and streamlined approach.

What you’ll like: 

• Provides 24/7 customer support across Instagram, Facebook, SMS, and web chat
• Includes advanced marketing automation tools for lead capture and nurturing
• A coding-free advanced chatbot builder for creating complex conversational flows
• Utilizes natural language processing for smart replies and understanding customer inquiries
• Integrates with CRM and other business applications via Zapier and API

What you may not like: 

• Pricing is not transparent
• Users find the linear interface for chat sequences challenging

Pricing: Starts at $50/month.

4. Manychat

Best for Making Chatbots for Messaging Apps

When I read user reviews about Manychat, I felt it was a good chatbot for small businesses.

It excels at creating chatbots for messaging apps like Facebook Messenger and Instagram. Users appreciate how it seamlessly automates business conversations across these platforms, keeping them effortlessly connected with customers. 

I liked the software’s ability to craft engaging conversational experiences, which was frequently mentioned. Many noted how it transformed visitors into loyal customers.

Users also highlighted the tool’s effectiveness in capturing leads and generating revenue, thanks to its extensive library of templates. In my opinion, it’s a decent chatbot tool for small firms.

What you’ll like: 

• Supports multi-channel messaging on Facebook Messenger, Instagram, SMS, and email
• Customizable templates for quick chatbot setup
• Automated follow-ups to nurture leads and increase conversions
• Detailed analytics to track chatbot performance and user engagement
• Incorporates AI-driven natural language processing for smarter conversations

What you may not like: 

• No analytics and insights feature in the free plan
• Customer support of the company may not be the best as per existing users

Pricing: A free plan is available for up to 1000 contacts. Paid options start from $15/month.

5. Flow XO

Best for Automating Customer Interactions via AI Chatbots

Flow XO stands out as a premier messenger chatbot platform. This versatile tool allows you to welcome visitors, create first impressions, and offer immediate responses to customer queries, ensuring quick support.

One of its unique features that I like is its capability to facilitate transactions directly through the chatbots, simplifying the payment process for customers. These chatbots can hand over conversations to human agents whenever necessary, ensuring that more complex issues are addressed efficiently. 

Creating these chatbots is pretty simple. You can use a visual editor to build and customize chatbots without any coding knowledge.

What you’ll like: 

• Provides instant answers to customer queries for quick support
• Facilitates transactions directly through chatbots, simplifying payments
• Smooth handoff to human agents for complex issues
• An intuitive visual editor for easy chatbot customization
• Pre-built templates for quick and efficient chatbot deployment

What you may not like: 

• Some users feel the platform’s analytics are basic and lack depth
• Pricing structure can be confusing for beginners

Pricing: Starts at $25/month.

6. Activechat

Best for Automating Sales & Customer Service Conversations

Activechat lets you create sophisticated virtual assistants that connect with customers and resolve their queries in minutes. The platform features a smart visual chatbot builder, enabling you to design conversational bots quickly.

Like other chatbots, these also enhance customer satisfaction by understanding customer intent and tracking sentiments throughout conversations. I found that the tool also supports integrations with popular messaging platforms like Facebook Messenger, WhatsApp, and Telegram, broadening your reach. 

In my experience, the software’s ability to automate tasks such as booking appointments, answering FAQs, and processing transactions makes it an invaluable asset for businesses.

What you’ll like: 

• Smart visual chatbot builder for effortless design of conversational bots
• Understands customer intent and tracks sentiments throughout conversations
• Supports integrations with Facebook Messenger, WhatsApp, and Telegram
• Offers powerful analytics and reporting features for continuous optimization
• Provides NLP and AI capabilities for smarter interactions

What you may not like: 

• Pricing may be a concern for small businesses with tight budgets
• Some users reported difficulties using Activechat on certain browsers, such as Firefox

Pricing: Starts at $4995 (single installation).

7. Botsify

Best for Omnichannel Live Chat Service

Having heard a lot about Botsify’s chatbot platform, I decided to give it a try. The software provides omnichannel support, integrating seamlessly with various tools to enhance customer interaction. 

Botsify allows you to build chatbots for multiple platforms. These bots are equipped with advanced conversational AI, enabling them to effectively understand and respond to customer queries. You can also target messages to specific pages where customers engage with your products, enhancing personalized customer interaction.

Moreover, I found that the chatbots can also be designed to improve website engagement by providing instant support and guiding visitors through their customer journey. Combined with the platform’s easy-to-use interface – it’s a valuable tool for businesses looking to gear up customer service and engagement across various channels.

What you’ll like: 

• Multi-lingual support in different languages for global reach
• Advanced conversational AI for effective customer interactions
• Targeted messaging on different pages where customers interact with products
• Enhances website engagement with instant support and guided customer journeys
• Supports voice recognition for creating voice-activated chatbots

What you may not like: 

• Pricing is on the steeper side
• Some users feel that the company’s customer service is not that responsive

Pricing: Starts at $490/month.

Also Read : Top 10 Botsify Alternatives to Consider in 2024

8. Pandorabots

Best for Building AI Chatbots With AIML Scripting

I’ve heard a lot about Pandorabots and its exceptional capabilities in building AI chatbots using AIML scripting. This platform is renowned for its flexibility, making it suitable for virtually any industry use case. 

Although I haven’t used it personally, I believe it’s a great recommendation for those looking to create sophisticated chatbots. With Pandorabots, some coding knowledge is required, which speaks to its maturity and the advanced features it offers.

You can start with a free plan and upgrade to a premium plan for additional flexibility and features.

What you’ll like: 

• Supports AIML (Artificial Intelligence Markup Language) for advanced chatbot scripting
• Robust analytics dashboard for monitoring and optimizing chatbot performance
• Multi-channel bot creation, ensuring broad reach and engagement
• Real-time chat capabilities for immediate customer interaction
• Offers a visual chat flow builder for designing conversation paths

What you may not like: 

• No API access in the free plan
• Users may need to invest time in understanding the intricacies of AIML when customizing chatbots

Pricing: A free plan is available with limited features. Paid options start from $19/month.

9. SnatchBot

Best for Creating Multichannel Chatbots Without Coding

SnatchBot is designed to automate customer support and create exceptional chatbot experiences. The platform offers enterprise-grade security, ensuring that sensitive customer data shared with operators is well protected. 

The best thing about the software, in my opinion, is that it requires no coding skills. This makes it accessible to users of all technical backgrounds. You can choose between AI-powered and hybrid bots that combine automation with human intervention.

The software offers a wide range of chatbot templates tailored to different industries, ensuring you have the right solution for your specific needs.

What you’ll like: 

• No coding skills required for building and deploying chatbots
• Multiple-choice and simple question formats enhance interaction
• Wide range of industry-specific chatbot templates available
• Accurate user intent detection ensures correct responses
• Real-time chat capabilities for immediate customer support

What you may not like: 

• No integration with Zendesk and WhatsApp in the free plan
• Regular maintenance is necessary to keep the software’s knowledge base accurate and relevant

Pricing: A free plan is available for up to 2000 messages per account. Paid options start from $79/month.

10. Giosg

Best for Real-Time Customer Engagement

giosg empowers you to create personalized customer experiences that significantly drive conversions. I like how it lets you build customizable chatbots that match customer queries with entries in your knowledge base, ensuring precise and efficient responses. 

The software’s capabilities extend to automating lead generation, customer support, and various other interactions, enhancing operational efficiency.

Your operators can enrich customer interactions by adding media elements like videos, GIFs, and images, creating a more engaging experience. The AI-powered bots intelligently target potential customers most likely to convert, leveraging data and analytics for smarter marketing strategies.

What you’ll like: 

• Customizable chatbots that match queries with entries in your knowledge base
• Operators can add media elements like videos, GIFs, and images
• Leverages AI to intelligently target high-potential customers
• Pre-built templates for quick chatbot deployment across different industries
• Multilingual capabilities to cater to a global customer base

What you may not like: 

• Pricing plans are not transparent
• Interpreting Giosg’s reporting can be challenging, making it harder to derive actionable insights from chatbot interactions

Pricing: Custom pricing.

11. Glassix

Best for Omnichannel Customer Support

Glassix, an advanced AI-powered chatbot, stands out as a customer support and messaging tool. I was pleasantly surprised to see that it integrates the latest GPT-4 AI for effective customer interactions. 

Unlike traditional chatbots, Glassix doesn’t just rely on preset responses; it uses AI to provide more dynamic and contextual replies. 

The platform includes a drag-and-drop flow builder, making creating and deploying chatbots across multiple channels easy. The tool also offers features like automatic conversation tagging and one-click conversation summaries. 

What you’ll like: 

• Multi-channel deployment supports web, mobile, and messaging platforms
• Integrates with CRM systems for streamlined customer data management
• Lets you add rich media elements like images, videos, and files
• Seamless handover from chatbot to human agents
• Customizable templates are available for quick and tailored chatbot setup

What you may not like: 

• AI capabilities are not available for chatbots in the starter plan
• May not be the best option for non-technical teams

Pricing: Starts at $41.65/user/month.

Evaluation Criteria

The evaluation of products or tools chosen for this article follows an unbiased, systematic approach that ensures a fair, insightful, and well-rounded review. This method employs six key factors:

1. User Reviews / Ratings: Direct experiences from users, including ratings and feedback from reputable sites, provide a ground-level perspective. This feedback is critical in understanding overall satisfaction and potential problems.
2. Essential Features & Functionality: The value of a product is ascertained by its core features and overall functionality. Through an in-depth exploration of these aspects, the practical usefulness and effectiveness of the tools are carefully evaluated.
3. Ease of Use: The user-friendliness of a product or service is assessed, focusing on the design, interface, and navigation. This ensures a positive experience for users of all levels of expertise.
4. Customer Support: The quality of customer support is examined, taking into account its efficiency and how well it supports users in different phases – setting up, addressing concerns, and resolving operational issues.
5. Value for Money: Value for money is evaluated by comparing the quality, performance, and features. The goal is to help the reader understand whether they would be getting their money’s worth. 
6. Personal Experience / Expert’s Opinion: This part of the evaluation criteria draws insightful observations from the personal experience of the writer and the opinions of industry experts.

How can a Chatbot Software Grow Your Small Business

First things first—why should you even consider a chatbot for your small business? Well, the benefits are plentiful, and they’re not just for the big guys. 

Chatbots can handle customer inquiries 24/7 – that’s the first thing you’ll hear. They can take a load off your shoulders by automating customer interactions. They can handle common questions, book appointments, process orders, and even gather feedback.

“By 2027, chatbots will become the primary customer service channel for roughly a quarter of organizations.” 

Gartner, Inc.

Let’s quickly have a look at some of the few ways chatbot software for small businesses can revolutionize your operation –

Provide 24/7 Customer Support

One of the most significant advantages is providing round-the-clock support. Your customers can get answers to their queries at any time, enhancing their experience and satisfaction. No more missed inquiries because your support team was on leave.

Boost Support Efficiency

Chatbots can handle multiple conversations at once, unlike human agents who can only focus on one at a time. This means shorter wait times for your customers and a more streamlined operation for you.

Reduce Support Costs

Hiring staff to work on free live chat software as human agents is a must. But, customer support can be expensive. 

With chatbots, you can significantly reduce these costs by taking on repetitive tasks and allowing your human employees to focus only on complex issues – say, growing sales or marketing efforts.

Generate Leads & Grow Sales

You’re probably already aware of how you can generate leads by using proactive chat invitations and automated greetings in your live chat software. Did you know chatbots take this convenience to the next level?

AI chatbots can engage visitors on your website, ask qualifying questions, and guide them through the sales funnel. They can also upsell and cross-sell products based on customer preferences. How awesome is that!

Personalize Customers’ Experience

Advanced chatbots can use customer data to provide personalized recommendations and offers, making the customer feel valued and increasing the chances of a sale. This is especially important for those investing in live chat software for eCommerce.

Read more: Top 15 Benefits of Chatbots for your Business & Customers in 2024

What are Some of the Use Cases of Chatbot Software in Small Businesses?

Okay, now that you know that a chatbot for small businesses brings in many benefits, you may want to know about some top use cases. How exactly can you put chatbots to work in your small business? Let’s find out –

• Customer Service: This is the most common use case. A chatbot can answer FAQs, resolve common issues, and even escalate complex problems to human agents when necessary.
• Appointment Scheduling: If you run a service-based business like travel or healthcare, chatbots can handle appointment bookings, reminders, and cancellations. This reduces no-shows and ensures a smooth scheduling process.
• eCommerce: For eCommerce stores, chatbots can assist with order tracking, returns, and product recommendations. They can also handle inquiries about product availability and specifications.
• Lead Generation: Chatbots can engage website visitors in conversations, qualify them as leads, and capture their contact information for follow-up. This is particularly useful for real estate, finance, and consulting businesses.
• Marketing & Promotions: Chatbots can send customers personalized offers, discounts, and updates. They can also gather feedback on promotions and events to help you refine marketing strategies.
• HR & Recruitment: For small businesses with a growing team, chatbots can assist with recruitment by screening candidates, scheduling interviews, and providing information about job openings.
• Feedback & Surveys: Want to know what your customers think? Chatbots can conduct surveys and gather feedback, providing insights to improve your products and services.

Want to explore more use cases? Read: Top 20 Chatbot Use Cases to Help You Build Delightful Experience

What are the Different Types of Chatbot Software Small Businesses Can Use?

Let me guess – if you’ve used chatbots for commercial purposes, you probably used a rule-based traditional one. These chatbots are great for most businesses but have a limited domain of functionality.

The good news is you have options. And a lot of them. Let’s check them out briefly.

Rule-Based Chatbots

These are the simplest forms of chatbots. They follow predefined rules and scripts to respond to user inputs. They’re great for handling straightforward, repetitive tasks like answering FAQs. However, they hand over the conversation to a live chat operator when it comes to complex queries.

Rule-based chatbots are pretty easy to build. Want to see how? Watch this short video –

AI-Powered Chatbots

“By 2026, more than 80% of enterprises will have used generative artificial intelligence (GenAI) application programming interfaces (APIs) or models, and/or deployed GenAI-enabled applications in production environments, up from less than 5% in 2023.”

Gartner, Inc.

Generative AI chatbots are everywhere today. That’s partly because of the wide spectrum of benefits they bring. These chatbots use artificial intelligence (AI), machine learning (ML), and natural language processing (NLP) to understand and respond to more complex queries. 

They’re more advanced than rule-based chatbots and can handle a wider range of questions. They learn from interactions and improve over time, providing more accurate and personalized responses.

Most of the software solutions (chatbot for small business) you read in the list above let you create AI chatbots for your business niche.

Hybrid Chatbots

As the name suggests, these combine the best of both worlds. They start with predefined rules and switch to AI when the queries get more complex, giving them an even wider range of functionality.

Voice-Activated Chatbots

These chatbots can interact with users through voice commands. They’re particularly useful if you want to offer a hands-free experience, like in a smart home setup or a driving assistant app. 

Even though they’re becoming increasingly popular with the rise of smart speakers and voice assistants like Amazon Alexa, Apple’s Siri, and Google Assistant, they still haven’t found their way for customer support or engagement purposes.

Also read: A Detailed Guide To Types Of Chatbot And Why You Must Have Them Today!

How to Choose the Right Chatbot Software for Your Small Business

Now, here’s the thing—choosing the right chatbot software for your business is more than you think. Yes, there are some common factors to consider, but more than that, what you need depends on your specific business requirements.

Let’s give you a quick walkthrough of the factors you need to keep in mind –

Identify Your Needs

Start by determining what you want the chatbot to do. Is it for customer support, lead generation, sales, or something else? Knowing your goals will help you narrow down your options.

The reason why this is important is because a lot of software programs do not offer a multifunctional chatbot tool like ProProfs Chat. So, if you want a chatbot that can help with customer support as well as lead generation, choose wisely.

Budget Considerations

How much are you willing to invest in a chatbot? While investing in a good chatbot is important, you don’t want to break the bank. Compare the pricing plans of different platforms and choose one that offers the best value for your money.

Options range from free basic versions to advanced AI-powered solutions. Some vendors also offer a freemium plan for a limited number of users.

Take ProProfs Chat as an example. They offer all their premium features in the free plan for a single live chat operator – including the AI chatbot tool. 

Ease of Use

Look for a user-friendly chatbot platform that doesn’t require extensive technical knowledge. A simple drag-and-drop interface is ideal for small business owners who may not have a tech background. You want something you can set up and manage without hiring a developer.

Integration Capabilities

Ensure the chatbot software can integrate with your existing systems, such as your website, CRM, and social media platforms. This will streamline your operations and provide a cohesive customer experience.

Customization

Every business is unique, so look for a chatbot that can be customized to fit your brand’s voice and style. Choose a platform that allows you to customize the chatbot’s responses and appearance. This will make interactions more engaging and consistent with your overall brand image.

Analytics & Reporting

Data is crucial. Opt for a chatbot that offers robust analytics and reporting features so you can track performance and make data-driven decisions.

You may watch this video to have a basic understanding of what reporting features you should expect –

Customer Support

Great after-sale customer support from the software vendor should be a must when choosing a chatbot tool for your business. Poor customer support can ruin your business. Make sure the provider offers reliable customer support across different platforms (live chat, call, email, social media, etc.) to help you troubleshoot problems.

Pricing Structures & Budget Considerations

Chatbot software has various pricing models. Understanding each type of pricing is crucial to determining what’s best for your budget.

• Subscription-Based: Many chatbot platforms operate on a subscription basis, with monthly or annual fees. The cost typically depends on the number of users, interactions, or features you need. Basic plans might be quite affordable, while more advanced plans with AI capabilities and integrations can be pricier.
• Pay-As-You-Go: Some providers offer pay-as-you-go models, where you pay based on the number of interactions or messages. This can be cost-effective if your interaction volume is low, but costs can add up quickly as your usage grows.
• One-Time Purchase: A few platforms offer one-time purchase options. You pay a single fee to buy the software and use it indefinitely. While this can be a larger upfront investment, it might save you money in the long run. I won’t recommend this for small businesses with tight budget constraints.
• Freemium Models: Many chatbot platforms offer free tiers with basic features. This can be a great way to test the waters and see if the software meets your needs before committing to a paid plan.
• Custom Solutions: For businesses with specific needs, custom chatbot development is an option. This is usually the most expensive route but offers the highest level of customization and functionality. Again, this may not be the most ideal solution for small businesses.

As for platforms like ProProfs Chat, you can expect to see a subscription-based pricing structure. The company also offers a freemium plan and a custom solution. 

Uplift Your Small Business With Chatbot Software 

As customers demand instant responses, chatbots have become central to customer support. These tools offer intelligent targeting, lead capture forms, and other features that help you drive conversions and engage customers.

Now, I know how selecting a software solution is such a big decision for small businesses. There are some key requirements, and then there is the budget factor – the biggest of them all. 

In such a case, my top recommendation would be to choose a platform like ProProfs Chat that lets you use their features for free. It can be a free plan, a free trial, or, an in-depth product demo. 

That largely cuts down the risk of landing into software that looks and feels different from what you saw on the company’s webpage. As for ProProfs, you can just sign up to start using the freemium plan – it’s free for a single operator.