What ProProfs Chat does

ProProfs Chat is an AI-powered live chat software offered by ProProfs, a privately held US software company founded in 2005, with the Chat product line itself launching in 2017. The platform combines human agents and AI automation to deliver real-time customer support across web, mobile (iOS and Android), desktop (Windows and Mac), and a broad set of messaging channels including Facebook, WhatsApp, Instagram, SMS, audio, and video. It targets SMB and mid-market customers across multiple verticals, with dedicated solution pages for e-commerce, healthcare, education, real estate, travel, and automotive; named customers include HorseSaddleShop, Lazy Cloud, Colorado Theological Seminary, United Performance Metals, ELIAS Music, MilitaryCruiseDeals, and Raynor Garage Doors.

Name

ProProfs Chat

Legal name

ProProfs

Website

https://proprofschat.com

Company type

Private

Founded year

2005

Operating status

Operating

Headcount range

11–50 employees

Short description

ProProfs Chat provides AI-powered live chat software for SMB and mid-market customer support teams. It combines AI chatbot training, sentiment analysis, churn prediction, and action-based agents across web, mobile, and messaging channels, sold via a freemium and per-seat subscription model.

Ownership category

akta.pro rank

Headquarters

HQ city

Santa Monica

HQ country

United States

HQ region

North America

Offices1 record

Markets served

GTM type

B2B

Offering type

Software

Cost components

Technology or R&D, Personnel, Marketing or Sales, Operations, Infrastructure

Revenue model

1. Live Chat Software Subscription: Tiered subscription model with a free forever plan for single operator, Team plan at $19.99/month for additional operators, and Customer Delight Suite at $499/month bundling Help Desk, Knowledge Base, Survey Maker, and other ProProfs products. Revenue generated from per-seat/per-operator subscriptions with annual billing discounts available.
2. Enterprise & White-Label Licensing: Enterprise-tier pricing with customization capabilities including white-label options to remove ProProfs branding. Likely quote-based pricing for larger deployments.

Pricing tiers

Go-to-market motion2 records

Distribution channels5 records

Marketing channels10 records

Core offering

ProProfs Chat is an AI-powered live chat software for websites and mobile apps that combines human agents with AI chatbot automation to deliver 24/7 customer support. The platform features an AI Customer Service Agent trained on a company's own content (website, help center, FAQs, uploaded files), omnichannel engagement across chat, social, SMS, and audio/video, plus intelligent routing, sentiment analysis, churn risk scoring, and 100+ integrations with CRM, e-commerce, and CMS platforms. It is available as a freemium single-operator plan, per-seat team plans, and bundled in the Customer Delight Suite.

Product overview

ProProfs Chat is an AI-powered live chat and chatbot platform providing real-time customer support combining human agents with AI automation across websites, mobile apps, and multiple communication channels including chat, social media, SMS, audio, and video. The core offering is ProProfs Chat with an integrated AI Customer Service Agent that can be trained on website content and knowledge bases. The product ecosystem includes native add-on modules: ProProfs Help Desk (ticketing), ProProfs Knowledge Base (self-service), Survey Maker (feedback), and BIGContacts CRM. These are available individually or bundled in the Customer Delight Suite. The platform also offers pre-built chatbot templates for lead generation, ticketing, sales, and appointment booking use cases.

Differentiator

Problem solved

Functional benefit

Brands

• AI Customer Service Agent: AI-powered chatbot solution that trains on company content to deliver automated customer support 24/7
• Customer Delight Suite
• Customer Growth Suite

Products and services

• ProProfs Chat AI-powered live chat software for websites, iOS, Android, Windows, and Mac that enables real-time customer support with combined human and AI automation, available 24/7.
• AI Customer Service Agent AI chatbot that trains on customer content (website, help center, FAQs, files), generates answers with source citations, performs tasks (e.g., Shopify order updates, meeting scheduling, Slack/email triggers), detects sentiment, and assigns churn risk scores.
• ProProfs Help Desk Ticketing system that converts missed chats into tickets, allows manual ticket creation during chats, and tracks ticket status for follow-up management.
• ProProfs Knowledge Base Self-service knowledge base software providing searchable FAQ articles and help documentation that reduces ticket volume by up to 80%.
• Survey Maker Survey creation tool for measuring customer satisfaction after chat interactions, including post-chat surveys and NPS surveys.
• BIGContacts CRM CRM tool integrated with ProProfs Chat for managing customer relationships and storing leads captured through live chat conversations.
• Qualaroo Targeted user feedback tool that gathers insights on websites or apps through surveys and feedback collection, complementing live chat data.
• Customer Delight Suite Bundled suite combining ProProfs Chat, Help Desk, Knowledge Base, and Survey Maker for complete end-to-end customer support, priced at $499/month.

Quantifiable outcome

• Reduce ticket volume by 35%
• +2 more outcomes

Named customers16 records

Segments11 records

Ideal customer profiles3 records

Technology focussed Yes

API detail

Has API

Yes

API docs

API detail

Core technology

AI maturity

App detail

Integration20 records

AI capability12 records

Feature13 records

Partnerships

Eleven partnerships are on record, tiered core and flagship.

• ShopifycoreTechnology or IntegrationNative integration allowing live chat deployment on Shopify stores. Enables product queries, order updates, and seamless checkout support directly through chat widget.
• MagentocoreTechnology or IntegrationIntegration for Magento e-commerce platforms enabling customized live chat for enhanced customer experience and growth.
• WordPresscoreTechnology or IntegrationWordPress plugin integration enabling live chat functionality on WordPress websites with easy installation and management.
• BigCommercecoreTechnology or IntegrationIntegration with BigCommerce platform for improved customer experience and lead generation on e-commerce stores.
• SalesforcecoreTechnology or IntegrationCRM integration enabling automatic lead capture, contact management, and data synchronization between chat conversations and Salesforce records.
• Microsoft DynamicscoreTechnology or IntegrationIntegration with Microsoft Dynamics CRM for enterprise lead management and customer data synchronization.
• FacebookcoreTechnology or IntegrationFacebook business page integration enabling unified social messaging alongside website chat in a single inbox.
• ZendeskcoreTechnology or IntegrationTicketing integration enabling seamless transfer of chat conversations to Zendesk help desk for follow-up management.
• ProProfs Help DeskflagshipTechnology or IntegrationNative integration within ProProfs ecosystem. Automatically converts missed chats into support tickets, enables manual ticket creation during chats, and provides unified inbox for chat and ticket management.
• ProProfs Knowledge BaseflagshipTechnology or IntegrationNative integration enabling self-service support through embedded help articles in chat widget, reducing ticket volume by up to 80%.
• ProProfs Survey MakerflagshipTechnology or IntegrationNative integration for post-chat surveys and customer satisfaction measurement embedded in chat workflow.

Scale indicators4 records

Recent moves5 records

Expansion highlights5 records

Direct peers

• Intercom: The category-leading AI-first customer support platform combining live chat, AI agents (Fin), help desk, and product tours for SaaS and internet businesses. Directly competes with ProProfs Chat in live chat, AI automation, and omnichannel support for SMB and mid-market.
• Zendesk Chat: Zendesk's live chat and messaging product integrated with its flagship help desk and the new Zendesk AI agent offering. Competes with ProProfs Chat across SMB and enterprise support automation, with significantly broader scale and brand recognition.
• Drift (Salesloft): Conversational AI platform historically focused on B2B sales and marketing chat, now part of Salesloft. Overlaps with ProProfs Chat in AI-driven live chat, lead qualification, and proactive engagement for B2B websites.
• Tidio: AI-powered customer service platform combining live chat, Lyro AI chatbot, and help desk features, with strong focus on SMB eCommerce. Closest direct peer to ProProfs Chat in target customer, freemium model, and Shopify/eCommerce integration depth.
• Freshchat (Freshworks): Freshworks' messaging product offering AI agents, live chat, and omnichannel support tightly integrated with Freshdesk. Competes with ProProfs Chat on freemium entry, CRM-native integration, and SMB-to-mid-market support automation.
• LiveChat: Mature live chat SaaS for sales and support, owned by LiveChat Software (publicly listed). Competes with ProProfs Chat in core live chat, help desk integration, and team/enterprise chat, with deeper enterprise penetration and a public-company brand.
• Tawk.to: Free live chat platform used by millions of websites, with paid add-ons for AI and ticketing. Directly competes with ProProfs Chat's free-forever tier on price and ease of installation, particularly for SMB and individual-operator customers.
• Crisp: Multichannel customer messaging platform with live chat, chatbot, and shared inbox features, targeting SMBs with a freemium model. Overlaps with ProProfs Chat in omnichannel chat, chatbot templates, and CRM integration for small teams.
• Olark: Long-standing live chat SaaS for SMB and mid-market customer support, with chatbot add-ons and CRM integrations. Direct peer to ProProfs Chat in core live chat functionality, pricing tier structure, and target buyer.

Broad incumbents

• HubSpot Service Hub: HubSpot's broader customer service suite including live chat, AI agents, and help desk tightly bundled with the HubSpot CRM platform. Competes with ProProfs Chat as a broad incumbent for companies already on HubSpot, especially mid-market and enterprise.

Market position

Strengths4 records

Weaknesses4 records

Competitive moat4 records

Key risks6 records

Key highlights6 records

Customer concentration

• Xx.com/proprofs
• YouTubeyoutube.com/@ProProfsDesk
• Facebookfacebook.com/proprofs
• LinkedInlinkedin.com/company/proprofslivechat

Revenue estimate

Valuation estimate

Number of profiles

Profiles1 record

Funding overview

Funding rounds

Investors

Funding detail is available on the Subscription and Enterprise plan.Contact sales →

M&A

Investments

M&A and investment is available on the Subscription and Enterprise plan.Contact sales →

Frequently asked questions about ProProfs Chat