Live chat software for customer support

Provide live chat support, make it easy for customers to find your help center articles, or do both — all from the same tool.

Illustration Bicycle Purchase

Happy customers, fewer chats

Put your help content front and center so customers can get quick answers to their questions. ​​Plus, every self-service answer is one less chat for your team.

  • Lead with instant answers

    Recommend articles based on the page a customer is viewing so they don't even have to search to find answers.

  • Self-help is fun now

    Browsing articles is easy, and customers never have to leave the page.

  • Easy escalation

    When customers can’t find an answer, they can start a live chat with your team in the same place they were viewing articles.

"Beacon allows our customers to chat or email in but, most importantly, provides them direct access to our knowledge base because we want to offer them self-help before reaching out."
— Ashley, Customer Support Specialist at TeamSnap

Don't leave customers hanging

Great experiences happen when you set the right expectations. That's why Help Scout never shows a live chat window unless someone is available to help.

  • All-in-one support tool

    If live chat isn't available, you can direct customers' support requests to your Help Scout email queue.

  • Give customers a choice

    When chat is available, customers can reach out using the channel that works best for them.

Flexibility to meet your goals

Customize the user experience to meet your goals with modes. Guide customers toward a self-service path, encourage visitors to chat or email, or display both options side-by-side.

Beacon: Self Service
Beacon: Neutral
Beacon: Ask First