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.
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LiveChat Reviews
5 Reviews
Sales
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We use it for 2 use cases -Assist the existing customers coming in our website to ask for product support -Assisting prospects for Sales (the sales reps also use this product to talk to prospects in during a discovery on chat and giving out quick information on the pricing / solutioning) Both the use cases are solved using the routing rules of this product.
Pros
The most important factor of Livechat is their own chat support, I had many requirement from the Sales Head, Support Head to implement features that I was unsure if the product could do. However, as I did the implementation one by one I constantly used the chat support which helped me step by step all the way.
The UX of the product is pretty simple and intuitive to use. There are quite a few features that we could easily plug and play. We tried going to the market to find a solution that could help us but they did not have as many out of the box features and simple to use
Their integration between LiveChat and Chatbot is pretty seamless and since both of them are from the same company, it's works pretty well.
Cons
We use the mid tier plan, our support lead did not get the reporting that he wanted to, however that was available on Enterprise which is expensive for us.
The pricing recently went through a huge change. It did affect us.
Likelihood to Recommend
Pretty good with supervisor level access. Wherein a manager / lead can assist a new rep by supervising his chat.
We use LiveChat as an inbound communication resource for both sales and support for our software. We are looking in to ways to use the product within our other departments. It's main feature is reducing the barrier of entry for communication with one of those team members, for those that have phone anxiety or simply want to interact with the site at the same time.
Pros
Inbound communication
Easy transfers
Easy UI
Excellent supervisor tools.
Cons
I feel like the system could be optimized to use fewer resources. It does seem to create a slowdown at times.
It doesn't notify you if you've been disconnected.
Likelihood to Recommend
It thrives in situations where your company needs to reach inbound clients over text. It's less appropriate if they prefer another means of communication. Perhaps these options could be implemented. If it gave an option to attach phone or email contact options it would be very helpful. I assume this is not the case because of a conflict of interest.
LiveChat provides our customers with yet another medium to reach out to the sales and marketing team for ideas, feedback, complaints about the products and services we at FCMB offer them as customers or potential customers. While it was probably meant to serve web visitors who stumbled on our website to ask questions, it is now the fastest means for an FCMB customer to get a fast response to whatsoever question or complaint they have about our services.
Pros
LiveChat is very easy to setup. At my former place of work, I saw firsthand the ease at which Livechat could be installed unto a company's website or mobile app. I expect this to be probably the same situation with most other helpdesk solutions; be it or be it not, I see fast, easy setup as a plus.
LiveChat provides standard reports for the sales and marketing team to be able to measure our performance over a specified period of time. Either in a day, week, or month. From the weekly chat summaries which give a breakdown of the helpdesk departments performance for that week to the daily chat summaries; which provides us with a snapshot of the average positive and negative rating we get.
Overall, LiveChat's standard analytical reports are every marketer's dream come true, as it assists in having a mental picture of how impressive or badly we have served our customers and what we can do to serve them better, or improve on our shortcoming.
LiveChat is the king of customization. Every marketing team patronizing Livechat can attest to the unlimited amount of tweaks that can be applied to make Livechat fit into the taste and expectation of a marketing team's need. We are able to determine the color of our chat widget, select our preferred chat pop-up icon, set timers for when customers can contact us on Livechat etc
Cons
Our in-house Livechat administrator does not have full control over our chat history. We are not even able to delete any chat history, except we contact the Livechat team and they get to do it by themselves.
There is no ability to use canned responses on the LiveChat smartphone app. and I cannot seem to understand why this is the case.
LiveChat's shortcomings for me has to do with its mobile app. It only does the basic function of enabling us to chat with customers and then nothing. We are unable to respond to tickets via the mobile app, edit agent profiles or make any customization changes whatsoever.
Likelihood to Recommend
LiveChat is perfect as a website or smartphone app chat agent via which users can reach out to product administrators if they encounter obstacles or setbacks while using a product. It is also a perfect program for marketing teams who need extra insights into characteristics of their web traffic. Which can come in handy towards improving their marketing efforts.
Livechat is used across departments either for in-house communication between team members or for external communication between support team staffs and our customers and clients.
Pros
Social media integration : LiveChat has a new feature which allows visitors to our Facebook page chat with a support agent; meaning customers and potential customers alike can chat with our support team even on social media.
Website visitor data : LiveChat provides us with all needed data (information) about a web visitor to solve issues brought forward by the visitor or close sales. LiveChat provides information like the location of the visitor, his ISP, the last website he visited before clicking on our link , his device of access ,and every chat begins with a customizable pre-chat survey which collects the customers email, name and any other information we customize it to request for.
Message sneak peek : This feature allows the help desk agent take a look at what a customer is typing , even before it's sent or even if it is never sent. This allows us as help desk agents to prepare for questions even before we receive them.
Cons
Enterprice pricing : This is priced at $149 per month at the moment, and it is just too pricey.
Third party app. integration : At the moment, it is always a difficult experience attempting to integrate Livechat with third party CRM's. This need to be worked on.
Likelihood to Recommend
Livechat is suited for conversation with web visitors and also for triggering welcome messages to web visitors. A welcome message sometimes can make a visitor choose to talk with an agent, thus, increasing their chances of using the service being offered.
Livechat is currently not suited for video or voice conversations.
Livechat is mainly used by the sales team at PairLab. We use it to guide website visitors in their quest to use our services. From the welcome message they get upon landing on our welcome page, to chat routing. Livechat has given our company a professional outlook.
Pros
Chat queue : Livechat automatically queues web visitors and also provides them with a time estimate of how long it will take for a sales person to be free, and how many other customers are ahead of the queue.
Chat history : Livechats chat history feature is the saleswoman's perfect customer. It allows the support sales agent to view past conversations between a customer and the sales team, thereby helping them better assist such a customer.
Canned responses : This feature has allowed us to pre-save responses to the most asked questions by our customers, thus making it a matter of clicks whenever these popular questions are asked.
Cons
Basically, I can only think of the enterprise pricing at $149 which is just too pricey.
Likelihood to Recommend
Livechat is well suited as an in-house chat system allowing team members communicate amongst themselves. However it is mainly a help desk software and is appropriate for anything an expected from an help desk. It isn't suitable for phone calls, as it doesn't come with that feature.
