AliveChat

Score8.9 out of 10

16 Reviews and Ratings

What is AliveChat?

AliveChat is a live chat tool for websites from Houston-based WebsiteAlive.

Categories & Use Cases

Live Chat

Verified User

Executive in Sales (51-200 employees employees)

Pros

Allows people to reach out while they're working
Real-time questions and responses
User friendly

Cons

There seems to always be required upgrades where you need to spend more money to get a better product.
The look and feel continues to change, not necessarily for the bad.
Price point has gone up a decent amount recently.

Most Important Features

Live Chat
Website Tracking
Client Communication

Return on Investment

Positive: real-time communication with fans
Negative: reps are more stagnant with outbound attempts
Negative: it makes it easier to not speak with us via phone or face to face

Alternatives Considered

SalesLoft, ZoomInfo, Zoom, DialSource and Zipwhip

Other Software Used

Zipwhip, SalesLoft, ZoomInfo

Chamakhe Maurieni View profile

CEO in Customer Service at PairLab (1-10 employees employees)

Pros

Mobile compatibility - AliveChat has a dynamic user interface which makes its popup chat widget display and work perfectly on all devices - mobile and desktop. Thus web visitors get a complete experience no matter the device from which they use in accessing our website.
Analytic - AliveChat provides us with a dynamic set of website analytics that helps us in analyzing our progress or decline in a timely manner. With the analytics provided by AliveChat, we are able to monitor the number of visitors on the website at a particular time, the duration of which they have been on the website, the number of times they have been on the website in time past etc.
Feature packed - AliveChat is packed with features which makes the job of the customer care agents easier. For instance, with AliveChat it is very easy for an agent to transfer a web visitors chat to another agent that has better answers to the agent's query. We are also able to introduce short survey questions to web visitors, which they respond to before they begin chatting with a customer care rep.

Cons

AliveChat keeps chat conversations open even after the web visitor has left the website. The chat remains open until an operator closes the chat and this can get very confusing on occasions.
With AliveChat, web visitors are not allowed to drop a message when no agent is online to chat with them. It would be nice if web visitors are able to open a support ticket in the case when no agent is online, so agents get to see it whenever they come back online.

Return on Investment

AliveChat has made it easy for us to track the effectiveness of our marketing campaigns. As the real-time number of visitors on the website gives us insights into the performance of ongoing campaigns.
AliveChat also makes it possible for us to have an idea of where our web visitors are coming from i.e. via the pre-chat survey form for instance. We are able to generate important data like how a web visitor got to know about us, their expectations when visiting our website etc.
AliveChat makes it easy for web visitors to get a real-time response to their questions, with a delay of probably a few seconds.

Other Software Used

Intercom, Skype for Business, Pipedrive