LiveChat review
Rating: 9 out of 10
IncentivizedUse Cases and Deployment Scope
In our organization LiveChat is used primarily used by the customer support department. For each company who has hundred of thousand customers(like the bank that I am currently working) and a corresponding quantity of customer support specialists, it is hard to manage both the work of the agents and monitor the service provided to the customers. LiveChat is used to solve this problem.
Pros
- It allows to mange full customer support process to see how many customer care specialists online.
- If there are no customer care specialists in the system (this can occur primarily in the night shifts) LiveChat allows customer to get a ticket and ask a question. When the [actual] customer care specialists are back they can answer the question and send it to the email that was provided on ticket.
- It allows to supervise the conversation between your specialists and the customer. For example, if there is a problematic situation or there is a new employee in the customer care department and you want to rate their writing skills you can enter and see their past chats and how they managed to answer questions that were given them by the customers.
- It allows to transfer chats between agents. This can help you if the customer chose the wrong group for asking a question.
- It gives an opportunity to write direct messages to your clients when they are online.
- It allows customer care specialists to tag chats. This can help you to understand from which section customers have most questions and include them in the F.A.Q of your website.
Cons
- It has a limited amount of agents, so when you have many customer care employees during one shift it is hard to manage the quantity of active agents.
- When system is overloaded and many customers are waiting in a queue it starts to works slowly (sometimes the program even lags) and you need to refresh the system to write a message.
- Occasionally when you open a new tab, you might lose your current conversation.
Likelihood to Recommend
I would highly recommend LiveChat. Despite small problems it is great for dealing with customer problems and making your customer support much better. I personally used it [for] three months as a intern in our bank's customer care division and and I mostly had great experience while using it. LiveChat would be especially well suited for large firms, who have a lot of customers. If you have a relatively small firm, I would personally recommend you to acquire a software that is more affordable.