TrustRadius Insights for LiveChat are summaries of user sentiment data from TrustRadius reviews and, when necessary, third party data sources.
Pros
Intuitive User Interface: Users find LiveChat's user interface to be intuitive and easy to navigate, making it simple for new users to understand how the program works. Many reviewers have expressed their appreciation for the simplicity and intuitiveness of LiveChat, which significantly reduces the time and resources required for training new employees.
Excellent Customer Support: Users highly praise the customer support provided by LiveChat. The support team is always on-hand to guide users in resolving any issues they encounter while using the program. Many reviewers have noted that LiveChat has one of the best user support teams they have encountered, with 24/7 online support and successful addressing of obstacles.
Helpful Support Materials: LiveChat provides users with a series of support materials, including short videos and articles, to guide them on different ways to maximize the benefits of the software. Reviewers appreciate receiving regular emails keeping them updated on newer ways to use LiveChat for great business effect. The availability of support materials and the proactive approach of the LiveChat team in providing guidance and tips is highly valued by many users.
This is currently being used by our whole company to support different products and problems. The product is specially useful to resolve quick and urgent problems as users prefer to chat rather than opening a ticket and waiting for an answer many hours later which is usually how tickets are handled in most companies.
Pros
fast
efficient
multitasking
Cons
n/a
n/a
n/a
Likelihood to Recommend
LiveChat is well suited for many cases across our products, for example when users are desperate to get help or urgently need to know something, it is much more efficient to open a request via LiveChat since the question will be easily answered in less than 5 minutes instead of creating ticket backlog that would take longer, its perfect suited for all companies that must help their customers to be honest.
It is used across the whole organization's web site. We use it to try and answer user's questions or concerns as they are signing up for our free seminars. Users are prompted to a "chat" or "leave a message" depending on our operator's availability. It helps avoid unnecessary phone calls and helps make it more likely that people will sign up for our seminars.
Pros
Prompts users to chat
Chats with users
Creates tickets in cases where we don't have an operator available.
Cons
It could integrate better with Google Analytics or other products we use better.
It could provide more information about users besides page visiting, location, and browser.
It could be faster to load.
Likelihood to Recommend
It is great to use when the web site user is making a buying decision or signing up for a free product. It can help the user get answers to questions that they were wondering about that may stop them from making a purchase. It can help make the web site appear more responsive to the user's needs.
LiveChat acts as an internet-based window through which prospective clients, customers and business partners can get across to any of the teams in my organization, be it the customer care team (support), product team or marketing team either via their smartphones, tablet or personal/desktop computer. While selecting a help-desk solution for my team, we were seeking for a tool which would offer us speed and visibility and that is just what we have gotten. So far, so good.
Pros
LiveChat opened a door to non-stop possibilities VIA the amount of customization freedom it has afforded my team. We are allowed to customize the interface of our LiveChat window. We have also leveraged the JavaScript portion of the LiveChat API to stipulate how we want our chat window to behave and work. We also regularly customize agent profiles and engagement graphics.
User support - We patronize a few software startups in my current team, and over the years at different organizations where I worked, I also had the opportunity to use various software and I still cannot think of any of these software companies who have got a better user support team than LiveChat. The Livechat support team is online 24/7 and have successfully addressed our obstacles on every occasion, where we have had a reason or two to reach out to them.
Apart from the above support sphere, which is what is expected from a support team anyways; the LiveChat support team also periodically sends us newsletters highlighting newer ways via which we can maximize the effect of LiveChat on our business operations.
Insights - Every entrepreneur loves insights and I am not an exception; especially when these insights is not really what you have paid for, therefore technically free. For example, I receive an email from LiveChat at the end of my day at work detailing the performance of our customer support efforts for the day, these emails easily gives me a picture in a matter of seconds on how much our performance has either improved or decreased from the previous day.
LiveChat further provides me tickets reports which I have got access to anytime I desire. The LiveChat ticket reportage provides me with a concise analysis on the number of tickets our clients opened over a given period, the amount of time it took the support team to respond to such tickets, how quickly or slowly the ticket was solved, ticket resolution time and so much more.
Cons
Maybe LiveChat needs to learn a bit of workflow from Intercom even though I admit Intercom isn't really a full LiveChat program but rather a bit of everything. I like how on the Intercom helpdesk solution, users are able to customize specific messages to web visitors depending on the website page they are or their activity on the website. This will be a great improvement on Livechat.
Also on Intercom, the workflow is smoother; I, as an agent, can easily introduce a fellow agent into a correspondence I am having with a customer agent by simply typing their name. And bravo, the agent joins the conversation.
Likelihood to Recommend
LiveChat ticks all of the expectations a customer care department or team can anticipate from a helpdesk tool. It is cheap and affordable for small teams. It is fast, mobile compatible and provides teams with extra icing on the Cake from what they have paid for.
LiveChat is perfect for measuring sales conversions especially in a small team like ours, where everyone takes on multiple hats and, as such, it is important to measure the amount of sales activity or influence of every member of the team who has contributed at the end of a specific period. LiveChat is suitable for teams who like to measure the performance of their customer care department on a day to day basis. With the LiveChat daily chat summary, team leads are better equipped to actualize this.
We have used Livechat in the past three year period to stay in touch with our clients and users whenever encounter rough waters during the course of using our services at Jobberman. It is an expedited process for a client to get a fast response from the company.
When clients make an attempt to reach us by phone; they may get frustrated by the queue. Emailing too could take a few days to receive a response, however, the live chat team is available every minute of the day; seven days a week.
Pros
Livechat provides us with key statistics regarding the customer care team; this to me is like Coffee and Bread for businesses interested in measuring customer service performance. These stats. provided us by Livechat enable management to measure the current outlook of the customer service team.Example of stats. provided us by Livechat include: Chat staffing prediction, chat satisfaction metric, average chat duration, agent activity, goal report etc
Every chat conversation between an agent and a client or user can be accessed at any time in future. Leveraging on LiveChat's filtering feature, we are able to search for conversations by searching for certain phrase queries, or searching by the agent who handled the chat. This makes it easy to review past conversation between the customer service team and our users.
LiveChat informs us when the client/user reads our chat message; just like they also know when we have read their chat messages. It is called the DELIVERY STATUS feature and this helps improve the flow of conversations between the helpdesk team and web visitors, eliminating the need for unnecessary follow -up chat messages.
Cons
We are unable to make use of the Canned response feature on the Livechat mobile app.
Also, Livechat seems to load slowly on a certain browser like UC and Edge browser, forcing us to stick to just Chrome to access Livechat.
Likelihood to Recommend
Livechat is very well suited for use on websites, as it has got a great mobile compatibility; which ensures it offers the same quality screen experience across all devices.
Livechat does a good job in the aspect of web visitor chat ratings. This Livechat feature enables web visitors to use the "Thumbs up" and "Thumbs down" icon to rate the quality of service they get from a helpdesk agent, immediately after a chat is completed. Chat rating enables helpdesk agents to know when they are doing a good job and also does give them an idea when their performance doesn't meet the expectation of a client. Overall, it helps the quality assurance team at Jobberman to effectively rate the performance of individual helpdesk agents.
We use LiveChat to quickly and efficiently manage our customers' complaints, queries, reviews, and expectations. With LiveChat, we are able to seamlessly monitor our customers' needs and interests. It has also been helpful in terms of analyzing the effect of our marketing campaigns; allowing us to know what works and what doesn't work.
Pros
ENGAGEMENT GRAPHICS - This is very helpful to trigger web visitors to start a chat with our support agent. An example of a LiveChat engagement graphic is the eye-catcher. The eye-chat is an editable graphic at the low lefthand side of our website, which helps ensure that web visitors are made aware of the option to chat with a rep. on the website.
NOTIFICATION - Livechat has got an effective visual and sound notification system. These notification system helps ensure that no chat or new message goes unnoticed. We are also able to select which of the notifications work best for us.
Cons
I probably wondered why LiveChat had not yet introduced a Bot for their chat service, which would have helped businesses reduce some of the workload on agents. This they have now done around seven months ago with the launch of the LiveChat Botengine.
LiveChat doesn't integrate with most CRM and for the ones, it does integrate with like Salesforce; took us days of back and forth email our technical team and theirs to fix.
Likelihood to Recommend
LiveChat is the perfect tool to stay in touch with people on our website and guide them to the right action or direction on the website. LiveChat makes it easy for teams to measure their support service performance, by looking up the grade given them by web visitors at the end of a chat session. LiveChathelps remove the customer inquiry workload on the call center support and email support service at Iroko tv, as it is a much more effective means to respond to customers faster and in the process get rid of long web visitor queues.
We use LiveChat as a medium to respond to queries by our clients, customers or partners in real -time. LiveChat is used by the helpdesk team and it has helped us respond to queries from partners and clients at a faster pace than the traditional means of contact like telephone calls or even emails.
Pros
FILE SHARING - LiveChat's file sharing feature makes it easy for easy exchange of files between helpdesk agents and web visitors. Eliminating the need for links or email attachments. It also integrates with Dropbox, allowing us to better manage files we will most likely share with web visitors.
CHAT TAGGING - LiveChat's tagging feature enables us to maximize data generated from the helpdesk teams exchanges with web visitors. Adding tags to chat, enable us to look up analytic for chats with a similar tag; thereby making it easier to measure our weak points and work towards improving them.
CHAT HISTORY - Livechat provides the helpdesk team with a history of every conversation had with a web visitor in times past.Thus when a recurrent visitor chats with a helpdesk agent, the agent is able to view past conversation history between that visitor and the helpdesk team and be better prepared to handle their questions or problems; especially if it is a recurrent issue.
Cons
I have recently come across new helpdesk software who have now integrated voice and video calls to their helpdesk software.Will be great to see Livechat execute something similar as an add-on feature to Livechat.
Likelihood to Recommend
LEAD GENERATION - LiveChat provides us with an opportunity to engage in real-time chat exchanges with web visitors, thereby enabling us to convert more web-visitors before they leave our website.
MOBILE CHAT - The LiveChat mobile app provides support agents with the ability to still be available to web visitors, even while outside the office environment; thereby ensuring the organization never loses any lead even during holidays.
LIVECHATS NET PROMOTER SCORE - The net promoter score is a management tool that is used to measure the level of customer loyalty. Using post chat surveys, we are able to gather dynamic feedbacks from our customers; thereby giving us an insight into what the average client or customer thinks about our services.
We use LiveChat as a communication channel between our company and clients who need to know more about our services. It is also a medium for our students to get quick answers to their questions, whenever they are school site.
Pros
BotEngine: This tool provides answers to our customers when there is no support staff available to respond to customer questions. Even during the day when staff are available, BotEngine takes care of chats where very simple help is needed and for the ones it can't respond to, it simply transfers to a support staff.
Chat history: Livechat saves all past conversations between our support staff and clients. Thus allowing us to keep a history of all clients who have ever sent us a query via LiveChat. This enables us to fall back on this conversations if we need to follow up on a customer's complaint history with us.
Customization: LiveChat gives us unlimited customization power allowing our developers to tweak LiveChat's aesthetics and tertiary features to fit our taste and give us a unique appearance from other Livechat users.
Cons
Pricing ; While this tool is fantastic ,it is overly priced.
Likelihood to Recommend
LiveChat is perfect as a helpdesk tool for all businesses as it tickets the basic needs expected from a helpdesk software. It is an effective ticketing tool, allowing customers to open tickets when they have a problem; and a notification of the ticket is sent via email to the helpdesk team. A helpdesk only need reply to the email and the ticket response is sent to the clients' email address.
