LiveChat

Score9.3 out of 10

137 Reviews and Ratings

What is LiveChat?

LiveChat serves as a customer service platform with live chat support, help desk and web analytics functionalities, with the goal of allowing users to provide 24/7 support to customers.

The core feature of the software is its chat tool, where both service and sales team can answer customers' questions in real time. Online businesses can interact with customers on their website, to be more accessible. With LiveChat, users can identify people on the website and engage them using proactive chats. Users can also provide 24/7 support with asynchronous communication features.

LiveChat also comes with mobile applications for iPad, iPhone, and Android devices, allowing users to provide support to customers and answer their questions on the go.

LiveChat can be tried free for 14 days.

Categories & Use Cases

Live Chat

Media

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Joshua Alhat

Operations Manager, Sales in Sales at QP (201-500 employees employees)

Use Cases and Deployment Scope

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.

Return on Investment

We as a company take pride in being one of the few Enterprise level companies to provide various support i.e CS, Live Chat.
Hence, Chat support is one the most important factors for us and since we cannot quantify exactly how much has it helps but listening to customers praise us for our support definately shows us that we are on the right path.

Alternatives Considered

Intercom

Other Software Used

ChatBot, Seamless.AI, LinkedIn Sales Navigator, Unbabel, 1Password, SAP Ariba Procurement, Canva, ClickUp, HubSpot CRM, Mailtrack, Yet Another Mail Merge, Mailshake

Tigran Petrosyan View profile

Risk Management Specialist in Finance and Accounting at ACBA-CREDIT AGRICOLE BANK (1001-5000 employees employees)

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.

Most Important Features

You can integrate LiveChat with other programs. In our company we integrate LiveChat with Snapcall and it allows us to not only text but also receive video calls from our customers.
It collects very detailed information about how many customers your customer care specialists have served [and] what percent of customers were satisfied by the customer care specialist's explanations. You can check this information for every employee in the section "Reports" and evaluate the work they have done.
It allows to follow the traffic of the website. In the "Traffic" section of LiveChat, you can examine how many users are in your website at the moment, how many of them are chatting with your customer care specialists, and much more.

Return on Investment

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.

Other Software Used

Sublime Text, Microsoft Teams, Slack

Mark DiNallo

Service Director at Morong Falmouth Audi Porsche VW Mazda (51-200 employees employees)

Pros

Really simple, easy to use interface.
Excellent analytics and reporting setup.
Makes it very simple to transfer an existing chat session to a more appropriate individual or team.

Cons

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.

Most Important Features

Ease of Use- Incredibly straightforward.
Reporting tools to consistently monitor our response time and look for potential improvement.
Direction of chat indicators to the proper department works very well.

Return on Investment

It is expensive, but we have definitely noted an increase in overall customer satisfaction since implementation.
It has radically simplified our ability to manage incoming leads from various sources.
Has helped to standardize responses to incoming queries and the ability to monitor chats easily has helped to hold people accountable for proper follow through.

Alternatives Considered

Podium

Other Software Used

Dealer.com, VinSolutions, vAuto Provision, vAuto Conquest, CDK Drive

Ashia Ackov View profile

Game Producer in Product Management at MMGD Studioz (1-10 employees employees)

Pros

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.

Cons

We had to hire someone to add it to our website because it requires code to be added.
They have a marketplace inside the app to purchase add-ons. Would be nice if they were included in the LiveChat package instead of having a subscription here and there.
Other than that, everything else is very convenient for our team.

Most Important Features

Ease of Use
Help Desk Reports
Great for Management

Return on Investment

We have a small team so the overall impact is that it is easy for one or two employees to handle a large number of tickets without hiring more people. Plus, you can use this software remotely, save a ton on traveling to and from and office.

Alternatives Considered

Zendesk Chat (formerly Zopim)

Other Software Used

Jira Service Management (Jira Service Desk), Slack, Google Analytics

Renan P

Technical Support Engineer in Customer Service at Plesk (201-500 employees employees)

Pros

fast
efficient
multitasking

Cons

Most Important Features

strong up time
capacity to live-read what customers are typing
easy interface

Return on Investment

savings on money
easy to setup and escalate
positive customer experience

Alternatives Considered

Zendesk Chat (formerly Zopim)

Other Software Used

Talkdesk, Zendesk Support Suite, Zoom

LiveChat