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HubSpot

Hubspot Live Chat

Composite Score

8.8 /10

CX Score

9.1 /10

38 Reviews Write a Review

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What is Hubspot Live Chat?

Connect with your website visitors in real time to convert new leads, close more deals, and provide better support to your customers. Use live chat to automatically connect chatters to the right people on your team, route customer inquiries to your services team, and pass leads to the sales team.

Company Details

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Awards & Recognition

Hubspot Live Chat won the following awards in the Chatbots category

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2026 Emotional Footprint Champion

Latest Award, 2026

Product Impact
Contract Negotiation

Latest Award, 2026

2 Top Rated Capabilities

10 Top Rated Features

2025

Strategy and Innovation
Product Impact

2025

2 Top Rated Capabilities

7 Top Rated Features

2024

Product Impact

2024

0 Top Rated Capabilities

2 Top Rated Features

2023

Hubspot Live Chat Ratings

Real user data aggregated to summarize the product performance and customer experience.
Download the entire Product Scorecard to access more information on Hubspot Live Chat.

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

87 Likeliness to Recommend

1
Since last award

96 Plan to Renew

86 Satisfaction of Cost Relative to Value

2
Since last award

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Emotional Footprint Overview

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

+95 Net Emotional Footprint

The emotional sentiment held by end users of the software based on their experience with the vendor. Responses are captured on an eight-point scale.

How much do users love Hubspot Live Chat?

0% Negative

8% Neutral

92% Positive

Pros

Friendly Negotiation
Trustworthy
Enables Productivity
Client's Interest First

Feature Ratings

Average 85

Workflow Processing

Learning and Adaptability

Leads Generation

Scheduled Availability

Knowledgebase

Integration With CRM

Multi-channel

Application Programming Interface

Natural Language Processing

Wayfinding

Personalized Service

Vendor Capability Ratings

Average 81

Availability and Quality of Training

Ease of Data Integration

Quality of Features

Product Strategy and Rate of Improvement

Breadth of Features

Business Value Created

Vendor Support

Ease of Implementation

Ease of Customization

Ease of IT Administration

Usability and Intuitiveness

Hubspot Live Chat Reviews

Carl O.

Role: Operations
Industry: Technology
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Oct 2023

Makes our business far more productive

Likeliness to Recommend

9 /10

What differentiates Hubspot Live Chat from other similar products?

Where Hubspot Chat differs from others is the ease of setup and integration. We needed no technical input, and my colleague who did set it up was not technical in the slightest and was able to easily configure and go live with chat about 2 weeks after initial build began.

What is your favorite aspect of this product?

My favourite aspect is the fact we already use Hubspot as our CSM system, so it makes complete sense for Live Chat and Chatbot to be embedded in our existing account. We are a sales focused team, and we have lead forms on our website as lead gen is very important for us, and chatbot enables us to automate much of this and filter out the very simple queries.

What do you dislike most about this product?

I find that when the chatbot is converted into an actual chat for a 'human' to pickup, the notifications are poor and easy to miss. A nicer and clearer pop-up would be good.

What recommendations would you give to someone considering this product?

If you use Hubspot already, it is a no-brainer. If you don't, it may be worth shopping around a little bit first.

Pros

Helps Innovate
Reliable
Performance Enhancing
Enables Productivity

Lagan S.

Role: Information Technology
Industry: Education
Involvement: IT Leader or Manager

Validated Review

Verified Reviewer

Submitted Mar 2023

Easy to use. Liked it. More solution driven

Likeliness to Recommend

8 /10

What differentiates Hubspot Live Chat from other similar products?

Was quick at its responses

What is your favorite aspect of this product?

The connectivity. Of staying connected

What do you dislike most about this product?

Had used it long back so. Nothing yet.

What recommendations would you give to someone considering this product?

The responses can be better. More solution drive

Pros

Helps Innovate
Includes Product Enhancements
Continually Improving Product
Reliable

Albert R.

Role: Sales Marketing
Industry: Consulting
Involvement: IT Development, Integration, and Administration

Validated Review

Verified Reviewer

Submitted Feb 2023

A tool for current care

Likeliness to Recommend

8 /10

What differentiates Hubspot Live Chat from other similar products?

Unlike other ways of serving customers, this customer service system has allowed business websites to be a more accessible path to solving problems or customer concerns. It is well recognized for being easy to deploy and implement.

What is your favorite aspect of this product?

What I like about this site is its ease, it is the type of tool that connects customers and operators more efficiently without having to use complicated systems, it understands the need for companies to find tools that allow them to be connected with customers in all places allowing to be more precise in what the clients want

What do you dislike most about this product?

There are no changes I've seen in the tool that need to be made.

What recommendations would you give to someone considering this product?

Allows customers to feel cared for

Pros

Helps Innovate
Continually Improving Product
Performance Enhancing
Trustworthy

Hubspot Live Chat

What is Hubspot Live Chat?

Company Details

Need Assistance?

Awards & Recognition

2026 Emotional Footprint Champion

Hubspot Live Chat Ratings

87 Likeliness to Recommend

1 Since last award

96 Plan to Renew

86 Satisfaction of Cost Relative to Value

2 Since last award

Emotional Footprint Overview

+95 Net Emotional Footprint

How much do users love Hubspot Live Chat?

Pros

Feature Ratings Average rating of all product features, some of which may not be shown below

Workflow Processing By leveraging the chatbot’s AI capabilities, the intelligent routing of data across an organization, based on pre-defined parameters of a workflow.

Learning and Adaptability The chatbot should have the ability to learn the characteristics of the human with whom it is interacting. This can include speech nuances.

Leads Generation The chatbot can take its interaction as input as a possible new sales lead, for follow-up by an organization’s business development office.

Scheduled Availability The ability to schedule when the chatbot will be available, if its role is to augment a service desk on an after hours basis.

Knowledgebase Allows users to create knowledgebase articles, metadata tags, creation data and author's name

Integration With CRM The chatbot’s integration with the organization’s CRM would allow for customer information to be queried, once the customer’s identity has been verified.

Multi-channel Supports live chat, mobile app, powerbot and messenger

Application Programming Interface For more customized needs, the chatbot may have an API which would allow an in-house developer to access features of the chatbox.

Natural Language Processing Allows chatbot to “understand” voice/text inputs relayed by a human in conversational vernacular, and be able to process & relay feedback in natural speech.

Wayfinding Allows the chatbot to act as a site’s search engine, in addition to a text-based search field, and have access to a service desk’s service catalog.

Personalized Service In conjunction with CRM integration, or through the use of browser cookies, the chatbot can be configured to deliver a more personalized service to the client.

Vendor Capability Ratings Average rating of all vendor capabilities, some of which may not be shown below

Availability and Quality of Training Effective and readily available training enables users to get the most out of the software you've chosen. Use this section to make sure your vendor's training programs and materials measure up.

Ease of Data Integration Use this data to determine whether the product will cause headaches or make data integration easy.

Quality of Features Feature quality is just as important as quantity. Use this data to determine if this product will do what you're purchasing it to do, easily, intuitively, reliably, and effectively.

Product Strategy and Rate of Improvement Vendors who don't stay on top of emerging needs and trends won't enable you to meet your business goals. Use this data to separate innovators from imposters.

Breadth of Features Users prefer feature rich software that enables them to perform diverse series of tasks. This data expresses user satisfaction with the product's breadth of features.

Business Value Created Software needs to create value for employees, customers, partners, and, ultimately, shareholders. This data expresses user satisfaction - or lack thereof - with the product's business value.

Vendor Support The importance of vendor support will vary for each organization depending on internal capabilities, but there will always be issues that only the vendor can resolve.

Ease of Implementation Successfully implementing new software is necessary to realize its full value and promote end user adoption. This data indicates whether or not the product is easy to implement.

Ease of Customization Don't get bogged down in a difficult customization; use this data to make sure you can easily achieve the functionality you need for your particular situation.

Ease of IT Administration This data indicates whether IT personnel will be able to resolve issues and perform configurations efficiently and effectively.

Usability and Intuitiveness End user learning curves cost the organization money. Pay attention to your end users' technical ability to determine how important UX is in your purchase.

Hubspot Live Chat Reviews

Carl O.

Makes our business far more productive

Likeliness to Recommend

Pros

Lagan S.

Easy to use. Liked it. More solution driven

Likeliness to Recommend

Pros

Albert R.

A tool for current care

Likeliness to Recommend

Pros

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Feature Ratings

Workflow Processing

Learning and Adaptability

Leads Generation

Scheduled Availability

Knowledgebase

Integration With CRM

Multi-channel

Application Programming Interface

Natural Language Processing

Wayfinding

Personalized Service

Vendor Capability Ratings

Availability and Quality of Training

Ease of Data Integration

Quality of Features

Product Strategy and Rate of Improvement

Breadth of Features

Business Value Created

Vendor Support

Ease of Implementation

Ease of Customization

Ease of IT Administration

Usability and Intuitiveness