Best 7 Use Cases for a Website Chatbot for IT Support Services (MSPs)

Intercom is a widely adopted customer messaging platform that offers live chat, bots, and a knowledge base geared toward enhancing customer support for IT service providers. The platform’s conversational interface allows MSPs to triage user queries, provide instant answers to common troubleshooting questions, and automatically route complex tickets to human agents. Intercom’s bot builder leverages a simple visual workflow editor, enabling non‑technical staff to create rule‑based conversations that can pre‑populate support tickets or gather diagnostic information before an agent takes over. Intercom’s strengths lie in its integration ecosystem—supporting Salesforce, HubSpot, Zendesk, and many other CRMs—and its real‑time messaging capabilities. The platform also offers a robust knowledge base that can be embedded directly into chat windows, allowing customers to search for solutions without leaving the conversation. Intercom’s omnichannel messaging extends beyond the web to include email, mobile push notifications, and in‑app messages, making it suitable for MSPs that need to reach users across various channels. Pricing starts at $39 per month for the Essentials plan, which includes basic live chat and bot features. The Standard plan ($79/mo) adds more advanced automation and reporting, while Premium ($159/mo) and Accelerate ($299/mo) unlock deeper integrations, multi‑agent support, and advanced customization. Intercom’s pricing is per‑agent, which can become significant as the support team grows.

Zendesk Chat (formerly Zopim) is a lightweight live‑chat solution that integrates seamlessly with the broader Zendesk support suite. It allows MSPs to add a real‑time chat widget to their websites, capture visitor data, and route conversations to the appropriate support team members. The platform’s bot capabilities, powered by Zendesk Answer Bot, use machine learning to surface relevant knowledge‑base articles and can automatically answer simple queries, freeing agents to focus on more complex issues. A key advantage of Zendesk Chat is its tight integration with Zendesk Ticketing and Knowledge Base, enabling a single pane of glass for support operations. Agents can view ticket history, add notes, and resolve issues without leaving the chat interface. The platform also offers analytics dashboards that provide insights into chat volume, response times, and customer satisfaction. Pricing begins at $19 per month for the Standard plan, which includes one agent and basic chat features. The Growth plan ($49/mo) adds additional agents and advanced reporting, while the Elite plan ($99/mo) unlocks custom branding and priority support. The per‑agent pricing model keeps initial costs low for small teams but can scale with the organization.

Drift positions itself as a conversational marketing platform that blends live chat with automated bots to drive sales and support outcomes. While it is often associated with sales lead generation, Drift’s bot features can be repurposed for IT support scenarios. The platform offers a visual conversation builder that supports conditional logic, allowing MSPs to create guided troubleshooting flows. Drift’s real‑time chat experiences can be embedded on corporate websites and integrated with marketing automation tools. The platform’s strengths include its ability to schedule meetings directly from chat, which can be useful for MSPs that want to hand off complex support tickets to specialists. Drift also provides robust analytics, including conversation scoring and funnel visualization, helping support teams identify bottlenecks in the help process. However, Drift’s focus on marketing means its knowledge‑base integration is less mature than dedicated support platforms, and it does not offer built‑in support ticketing. Pricing for Drift is premium: the Standard plan starts at $400 per month, Growth at $1,500/mo, and Enterprise at $4,000/mo, with pricing based on the number of chat agents and usage.

Freshchat, part of the Freshworks suite, is a modern live‑chat solution designed for customer engagement across multiple channels. It offers a lightweight chat widget that can be embedded on any website, and its AI‑powered chatbot can provide instant answers to common queries, including troubleshooting steps for IT issues. Freshchat’s knowledge‑base integration allows agents to pull in FAQs, guides, and documentation directly within the chat, encouraging self‑service. Freshchat supports omnichannel messaging, enabling MSPs to engage customers via web, mobile app, email, and social media. The platform includes built‑in ticketing and CRM features that allow support teams to track conversation history, assign tickets, and monitor SLA compliance. Analytics dashboards provide insights into chat volume, average handling time, and satisfaction metrics. Pricing starts at $34 per month for the Growth plan, which includes up to 10 agents and basic features. The Pro plan ($49/mo) adds advanced reporting and automation, while the Enterprise plan ($79/mo) unlocks unlimited agents, custom branding, and dedicated support. Freshchat’s per‑agent model keeps costs predictable for small to medium teams.

Ada is an AI‑driven chatbot platform that focuses on automating customer support across web, mobile, and messaging channels. The platform’s workflow builder allows support teams to design multi‑step conversations that can guide users through troubleshooting steps or gather diagnostic information before escalating to a human agent. Ada’s AI engine learns from past interactions to improve response relevance over time. Ada’s strengths include its support for multilingual interactions, flexible channel integration (including WhatsApp, Facebook Messenger, and web chat), and a reporting suite that tracks key performance indicators such as resolution time and customer satisfaction. The platform also offers a knowledge‑base connector that can pull in FAQs and documentation for context‑aware responses. Pricing for Ada is not publicly listed; the company typically requires potential customers to contact sales for a tailored quote based on the number of agents and required channels. This approach allows flexibility but can be a hurdle for MSPs that prefer transparent, subscription‑based pricing.

Bold360, part of the Dell Boomi suite, is an AI‑powered live chat and knowledge‑base platform designed to deliver intelligent customer support. The chatbot can answer questions, surface relevant knowledge‑base articles, and hand off conversations to human agents when necessary. Bold360’s AI engine leverages natural language understanding to interpret user intent and provide context‑appropriate responses. Key features of Bold360 include omnichannel chat (web, mobile, social), a built‑in ticketing system, and an analytics dashboard that tracks metrics such as average handling time and resolution rate. The platform also offers a knowledge‑base connector, allowing MSPs to maintain a single source of truth for support documentation. Pricing starts at $99 per month for the Standard plan, which includes up to 10 agents and basic features. The Pro plan ($199/mo) adds advanced AI capabilities, while the Enterprise plan ($399/mo) unlocks unlimited agents, custom branding, and priority support. Bold360’s per‑agent pricing model is straightforward, making it suitable for growing support teams.