ApexChat vs. LiveChat

ApexChat is a great tool if you want to outsource a website chat functionality. Reps generally do a good job of answering questions, though I've seen instances where they stick too closely to the script and basically ignore what the visitor is actually asking. You can work with Apex on fine-tuning the interactions, but there's never a guarantee that it'll always go the way you want it to.

Incentivized

We needed a mechanism in place to make contact with visitors to our website easier. What we discovered is that it's an excellent tool for creating reports and dashboards that show how soon issues are handled. Our website can now be updated in real-time, and all of our internal teams are really excited to use this fantastic technology. I really recommend [LiveChat] to many friends and past colleagues.

Incentivized

• Great chat box designs on website.
• Great backend support.
• Multi-language options.

Incentivized

• LiveChat has an easy to navigate UI. Most of the tabs you need are on the left and self explanatory.
• If the team itself has any issues with the software, there is a small help tab on the bottom right for immediate tech support. Not sure if it is 24/7 but quick response.
• There is also a "Reports" tab that makes it easy for the management department to keep track of tickets answered and task to assign.

Incentivized

• Updated UI
• Additional reporting options
• Greater flexibility in chat widget appearance and size

Incentivized

• Price point is a little on the high side, making it difficult for some small businesses to justify.
• When monitoring chats from a manager standpoint, there seems to be an inherent delay; it does not appear to be instantaneous.
• Very minor, but the chat widget sound options can be annoying, and wish there were more available options in order to allow employees to differentiate their own sessions if their desks are near one another.

Incentivized

The only issues I have had with LiveChat are the technical glitches within the program. These are not common as in everyday occurrences but when the glitches do happen they tend to have very negative repercussions. This is due to chats with customers being dropped, this may be an internal server issue though and may not happen for everyone.

Incentivized

LivePerson LiveEngage (LP) is a popular option that I used for about six months before switching to ApexChat. LP's implementation team was terrible. They were checking boxes, not fixing issues. The AI/ bot tech in messenger lost us business. Our lead numbers dropped by 50% and our conversions fell with it. The cost and learning curve is much lower with ApexChat, and though it is missing many features and a pretty UI that you get with LP, ApexChat tripled lead volume and quadrupled conversion. The implementation team and customer success managers are top-notch.

Incentivized

We had to move away from Intercom as it changed it pricing model and the pricing that it came to us with was out of our budget. LiveChat gave us a better product at a lesser price. Intercom did not provide us with chat support for the plan we were on - at times we had to wait 24 hours for a reply to a query on their chat. Livechat literally has chat support at all times. This really helped me with my Implemetation.

Incentivized

• Increased lead flow
• Chat conversion improved
• Not scalable due to lack of features

Incentivized

• As I mentioned before, LiveChat can be used to evaluate the quality of the service provided by your employees.
• LiveChat can ease the work done by your Customer Care team. In addition, it is very easy and fast to learn how to work with LiveChat, so you would need less time to train your new customer care specialists.
• You can have much better customer care service and your clients will be much more satisfied.

Incentivized