Smartsupp

What is Smartsupp

Smartsupp is a live chat and customer messaging platform that embeds a chat widget on websites and e-commerce stores to let teams communicate with visitors in real time. It combines text chat, automated chatbots, visitor session recordings (video-like replays), and analytics to help sales and support teams identify high-value visitors, answer questions quickly, and follow up on leads. The platform is positioned for small and medium-sized businesses but offers features and integrations that scale to larger teams through custom Enterprise plans.

Smartsupp's core delivery model is a SaaS chat widget plus companion agent apps (web and mobile) and a developer-facing SDK/API for deeper customizations. It focuses on short customer response workflows — capturing visitor context from the website, surfacing previous conversation history, and enabling automated messages or chatbot flows to reduce repetitive questions. Smartsupp also integrates with common e-commerce platforms and analytics tools to provide context-rich conversations.

The product emphasizes practical features for digital commerce: e-commerce-specific integrations, automated messages based on visitor behavior, and session replays for troubleshooting or conversion optimization. Teams use Smartsupp to lower first response times, increase conversion rates through proactive chat, and convert anonymous traffic into identifiable leads using chat-triggered capture forms.

Smartsupp features

What does Smartsupp do?

Smartsupp provides a website chat widget and backend console for agents to manage live conversations, plus the following capabilities:

• Live chat: real-time messaging between website visitors and agents with typing indicators, file sharing, and agent assignment.
• Chatbots and automated messages: rule-based chatbots and scheduled/pop-up messages triggered by visitor behavior to qualify leads and answer FAQs.
• Visitor session recordings: recorded visitor sessions that replay mouse movement, clicks, and page navigation to help diagnose UX issues and understand intent.
• Multi-channel routing and inbox: unified conversation inbox for chat, email fallback and offline messages; operator roles and department routing.
• Analytics and reporting: dashboards showing chat volume, response times, conversion attribution and agent performance metrics.
• Mobile and desktop apps: agent apps for web, iOS, and Android to respond on the go and receive push notifications.
• Integrations and plugins: ready integrations for major e-commerce and CMS platforms plus Zapier for workflow automation.

Beyond those primary capabilities, Smartsupp includes standard features expected in modern chat tools: message templates, canned responses, custom chat forms, chat transcripts export, GDPR tools and data retention controls, and the ability to brand the chat widget and control visibility rules per page or campaign.

More advanced features found on higher tiers typically include multiple agent seats, deeper analytics, priority support, white-labeling, single sign-on (SSO) for Enterprise, and an SLA-backed support arrangement.

Smartsupp pricing

Smartsupp offers these pricing plans:

• Free Plan: $0/month — basic chat widget, one agent, limited chat history and basic visitor insights
• Starter: $10/month per agent (billed monthly) or $8/month per agent (billed annually) — multi-agent support, more chat history, basic automation and integrations
• Professional: $19/month per agent (billed monthly) or $16/month per agent (billed annually) — chatbot builder, session recordings, advanced reporting and priority email support
• Enterprise: custom pricing — single sign-on (SSO), dedicated account manager, SLAs, advanced security controls and custom integration work

These tiers reflect a typical Smartsupp structure where core chat features are available in the Free Plan and more automation, recordings and analytics are gated behind paid tiers. Check Smartsupp's current pricing plans for the latest rates and enterprise options.

Smartsupp occasionally runs promotional discounts for annual billing and volume purchases; larger teams can negotiate per-seat prices and additional services with the sales team through the Enterprise channel.

Smartsupp free trial

Smartsupp provides a free tier that lets organizations evaluate core chat functionality without entering payment details. The Free Plan includes the chat widget, limited history retention, and one agent seat so teams can validate installation, basic visitor tracking, and chat flows. For trialing advanced features like session recordings and the bot builder, Smartsupp typically enables a time-limited trial of a higher tier or allows a short-term upgrade so customers can test advanced capabilities in production.

During any trial period, it's recommended to test: chat routing rules, the performance of automated messages, the accuracy of session recordings for the key conversion pages, and how integrations (for example Shopify or WooCommerce) pass context into chat transcripts. After the trial, teams can either stay on the Free Plan for basic live chat or move to Starter/Professional for increased retention and automation.

How much is Smartsupp per month

Smartsupp starts at $0/month with the Free Plan for single-agent basic chat. Paid plans begin at $10/month per agent when billed monthly for the Starter tier. The monthly Professional tier is typically $19/month per agent when paid month-to-month, but exact rates and per-seat discounts vary with promotional offers and seat volume.

Monthly billing provides flexibility for short-term projects or seasonal teams, while annual billing generally offers a 10–20% discount on the listed monthly rate. For organizations that need SSO, compliance controls, or a dedicated SLA, Enterprise invoices are custom and charged on an annual contract basis.

How much is Smartsupp per year

Smartsupp costs $96/year per agent for the Starter plan when billed annually at the Starter discount rate of $8/month per agent. The Professional plan billed annually is typically $192/year per agent (equivalent to $16/month per agent) under standard annual discounts.

Annual billing reduces per-seat cost and is best for teams that want consistent coverage, longer chat history retention, and access to the bot builder and session recordings without monthly renewals. Enterprise contracts are quoted annually and may include implementation, onboarding and premium support services as part of the yearly fee.

How much is Smartsupp in general

Smartsupp pricing ranges from $0 (free) to $19+/month per agent. The Free Plan covers very small sites and single-operator use. Most small businesses adopt the Starter tier for multi-agent use and basic automations, while teams that require session recordings, chatbot logic, and richer analytics commonly choose the Professional plan. Large organizations or those needing enhanced security and custom integrations typically choose Enterprise and receive a tailored quote.

When budgeting for Smartsupp, include potential costs for additional agents, any integration or development work if you plan to use the API or SDK, and optional onboarding or support packages for Enterprise customers.

What is Smartsupp used for

Smartsupp is used for real-time customer communication, lead capture, and post-session analysis on websites and online stores. Common use cases include:

• Pre-sales support: answer product questions, send discounts or links, and guide visitors toward conversion using proactive messages or targeted chat invites.
• Customer support: handle returns, refunds and technical troubleshooting via chat and preserve conversation history for follow-up.
• Lead qualification: use chatbot flows to collect email addresses, segment leads based on responses, and route high-intent visitors to sales agents.
• UX and conversion optimization: use session recordings and visitor path data to determine why visitors drop off and to validate website changes.

Smartsupp is effective for e-commerce teams who want to increase average order value and conversion rates by intervening at key moments (cart abandonment, long product page dwell time) and for support teams who value fast first-response times and simple agent tooling. The platform also supports smaller service businesses that need an affordable way to add live chat and basic automation to their site.

Pros and cons of Smartsupp

Pros:

• Strong e-commerce integrations and visitor context: integrates with major platforms and passes cart/product data into chat, which improves the quality of conversations and conversion tracking.
• Session recordings: the ability to replay visitor sessions helps product and UX teams diagnose friction without lengthy user interviews.
• Transparent, entry-level Free Plan: good for early testing or very small sites before committing to paid seats.
• Simple agent experience and mobile apps: teams can respond rapidly from a browser or mobile device, reducing response times.

Cons:

• Feature depth on lower tiers: advanced automation, deeper analytics and full session history are often reserved for Professional or Enterprise plans, so smaller teams may outgrow Starter quickly.
• Limited omnichannel mix compared with enterprise platforms: Smartsupp focuses mainly on web chat; businesses that need native email, voice, and SMS in a single product may prefer broader customer service suites.
• Customization and SSO often require Enterprise: organizations with strict security or identity requirements typically need the Enterprise tier or custom work.

Overall, Smartsupp is a practical choice where the primary need is high-quality web chat with visitor session playback and e-commerce context, but teams requiring a consolidated omnichannel help desk or deeper enterprise governance should evaluate how Smartsupp maps to those needs.

Smartsupp API

Smartsupp provides developer-facing tools including a JavaScript web widget SDK, mobile SDKs, webhooks and REST-like endpoints to interact with chat data. The API surface typically allows you to:

• Retrieve conversation transcripts and visitor metadata for integration with CRM or data warehouses.
• Send and receive messages programmatically to automate notifications or import historical chats.
• Attach custom visitor identifiers and metadata (customer ID, cart items, order value) so incoming chats surface business context to agents.
• Register and manage visitors via the SDK to correlate website sessions with known users.
• Subscribe to webhooks for events such as new conversations, messages, or visitor property changes to enable real-time workflows.

Developers use the Smartsupp SDK to customize the chat widget appearance, prefill visitor properties, and trigger in-widget actions from page events. Typical integrations use the API and webhooks to push chat transcripts into CRMs, log sessions into analytics platforms, or trigger outbound workflows via Zapier. For implementation specifics, consult Smartsupp's developer documentation and SDK guides; many teams combine the SDK with server-side calls to secure authentication and enrich visitor context.

10 Smartsupp alternatives

• Intercom — broader customer messaging platform with robust product messaging, help center and bot capabilities geared to larger businesses.
• Zendesk Chat — part of the Zendesk suite offering deep ticketing and help desk integration for full customer support workflows.
• LiveChat — focused live chat solution with advanced reporting, apps marketplace and enterprise features.
• Drift — conversational marketing platform that emphasizes account-based marketing, routing to sales reps and meeting scheduling.
• Olark — simple web chat product with a focus on ease of use and basic integrations.
• Crisp — multi-channel inbox with chat, email, and knowledge base features aimed at SMBs.
• Freshdesk Messaging (formerly Freshchat) — multi-channel messaging with bots and integrated help desk capabilities.
• Tidio — chat and chatbot product tailored to small e-commerce businesses with prebuilt templates.
• HelpCrunch — combines live chat, email marketing, and a help desk into one product for small teams.
• Help Scout — conversation-focused support platform with chat add-ons and a strong shared inbox experience.

Paid alternatives to Smartsupp

• Intercom: comprehensive messaging and product engagement features with strong automation and targeted campaigns for mid-market and enterprise customers.
• Zendesk Chat: integrates directly with Zendesk Support tickets and knowledge base; strong for support teams that want a full help-desk stack.
• LiveChat: focused on chat operations with a mature app ecosystem and advanced analytics for conversion optimization.
• Drift: designed for revenue teams with playbooks for qualifying leads and booking meetings with sales reps.
• Freshdesk Messaging: part of the Freshworks suite with consolidated inboxes and integrated knowledge base features.

Open source alternatives to Smartsupp

• Rocket.Chat: open source team chat and messaging platform that can be self-hosted and extended to include live chat widgets.
• Chatwoot: open source customer messaging platform that provides chat widget, inbox and integrations and can be self-hosted for full control.
• Mibew (Open Web Messenger): lightweight open source web chat solution suitable for embedding on websites with basic functionality.
• LiveHelperChat: open source live support chat with visitor tracking and chatbot-like scripting capabilities.

Frequently asked questions about Smartsupp

What is Smartsupp used for?

Smartsupp is primarily used for live chat and customer messaging on websites. Teams use it to interact with visitors in real time, qualify leads with bots, track visitor sessions for troubleshooting and measure chat-driven conversions. The focus is on improving on-site conversion and providing quick support without requiring a full help desk.

Is Smartsupp free?

Yes, Smartsupp offers a Free Plan that provides a basic chat widget, one agent seat, and a limited history retention window so small sites can use chat at no cost. Paid plans expand agent seats, add session recordings, chatbot features and longer data retention.

How much does Smartsupp cost per agent per month?

Smartsupp starts at $10/month per agent for the Starter plan when billed monthly. Annual billing usually reduces that to about $8/month per agent. Professional and Enterprise tiers increase per-agent cost while adding automation and compliance features.

Does Smartsupp integrate with Shopify?

Yes, Smartsupp offers a Shopify integration that injects cart and product context into conversations, enabling agents to see the customer's cart contents and order history while chatting. This integration simplifies pre-sales and post-sales workflows for e-commerce teams.

Can Smartsupp record visitor sessions?

Yes, Smartsupp provides visitor session recordings on the Professional and higher tiers, which replay visitor navigation, clicks and mouse movement so teams can diagnose UX issues and validate conversion funnels. Session recording storage and retention vary by plan.

Does Smartsupp offer a chatbot builder?

Yes, Smartsupp includes chatbot and automated messaging capabilities on paid tiers to answer routine questions, collect visitor contact information, and route qualified leads to live agents. The bot builder typically uses rule-based triggers and branching logic rather than full conversational AI.

Is there a Smartsupp mobile app for agents?

Yes, Smartsupp provides mobile apps for iOS and Android so agents can respond to chats and receive push notifications while away from their desks. Mobile apps include core messaging features, canned responses, and access to recent conversation context.

How secure is Smartsupp for enterprise use?

Smartsupp supports standard security controls and offers enterprise-grade options such as SSO, data retention policies and dedicated contracts for customers requiring stronger governance. Security certifications and features vary by plan, and Enterprise contracts typically include additional assurances and controls.

Can I export chat transcripts from Smartsupp?

Yes, chat transcripts and conversation data can be exported either through the web UI for manual exports or programmatically via the API/webhooks for automated archival into a CRM or data warehouse. Export formats and retention limits depend on the plan.

Does Smartsupp integrate with Slack?

Yes, Smartsupp can integrate with Slack (or route notifications into Slack) so teams can receive chat alerts, summary notifications, or certain chat events in Slack channels. Integrations help escalate conversations and keep teams informed without switching tools constantly.

Smartsupp careers

Smartsupp hires across engineering, product, sales and customer success roles focused on improving customer messaging and e-commerce support. Career postings typically include positions for frontend and backend developers working on the widget and SDK, product managers focusing on chat automation and data products, and customer-facing roles for onboarding and success.

Employees often engage in agile development cycles, cross-functional product discovery, and direct customer research to refine chat UX and analytics. Benefits and workplace culture are communicated on the company's careers page and recruitment materials, and Smartsupp positions itself to attract talent with an interest in SaaS, UX and e-commerce tooling.

For up-to-date openings, candidates should consult Smartsupp's official careers page and LinkedIn profile for job descriptions, location requirements and application instructions.

Smartsupp affiliate

Smartsupp supports partner and affiliate programs that allow web agencies, consultants and technology partners to resell or refer the product. Affiliate arrangements typically offer commission on new customer signups or discounts for partner-managed accounts. Agencies integrating Smartsupp into client stacks often combine implementation services with monthly support as a managed offering.

Partners may receive access to partner resources, co-marketing materials, and technical onboarding to help with deployment and customization. Prospective affiliates should contact Smartsupp's partnerships team to confirm current terms and program structure.

Where to find Smartsupp reviews

Independent reviews and user feedback for Smartsupp can be found on SaaS review platforms and product directories. Look for in-depth user reviews on software marketplaces and compare feature scores and customer comments to evaluate reliability, support responsiveness and ROI for your use case. For the latest community feedback, search for Smartsupp reviews on third-party review sites and e-commerce user forums.

Also consult case studies and testimonials on Smartsupp's website to see examples of how other teams use chat, session recordings, and bots to increase conversions and reduce support load. Comparative reviews that include metrics and screenshots will offer the most practical insights when choosing a chat provider.