LiveChat Reviews

LiveChat review

Comments: We set up a live chat for our customer on his eshop. Quick setup within a few minutes and the customer also quickly adopted the livechat window.

Pros:

14 day free trial version Possibility to share the screen with the customer A huge number of features such as automatic replies, switching between operators, offline messages and more.

Cons:

After the 14-day free version expires, you need to purchase the paid version. For some, this can be off-putting.

Alternatives Considered: Tidio and Smartsupp

Reasons for Switching to LiveChat: The customer chose this software because he liked it the most and it best suited his e-shop needs.

link with your customers with this amazing tool,Live chat is my daily savior.

Comments: Wow! Everything about Live chat is incredible.It is very easy to use and implement.You can ask questions and get answers one on one. We've had a tremendous experience.

Pros:

Live chat is a user friendly tool which connects you with your targeted audience.You can easily communicate with new people in your website or in your social media platforms.You can communicate through messages or phone calls, that's so cool.Live Chat has been my favorite tool which I interact with.Grow your business by reaching your customers more personally,it makes it easier to understand your shortcomings and correct them.

Cons:

For the time that have used Live chat,I have no cons about it,I am a happy user.

Good value but lacks some key functionality and integration

Comments: Livechat gives us the ability to engage more directly with visitors to our site. It has certain functional limitation which my team find frustrating, however for the price that we pay, it is still good value.

Pros:

Livechat has provided a really useful platform for us to get started with livechat provision on our site. The chat interface itself is easy for agents to use. It is also inexpensive compared with other similar platforms.

Cons:

There are some important features missing or lacking. Spell check within the livechat itself is crucial for agents to ensure we are always putting our 'best foot forward', while trying to respond quickly to visitors. The automated greetings are great but lack the ability to set logic within the conditions, meaning I don't have quite the level of control I would like over the greetings. The CRM integration has also been difficult to implement, and hasn't worked well for all our agents. Which has caused some issues with manual data entry and some lost data. This integration is crucial to our workflow. The customer service has, overtime, become much more automated and it has therefore taken me longer and been more frustrating to get solutions to issue that I have come up against. While the platform itself has improved in functionality through the time i've been using it, I find the customer support has become less helpful and personal.

With LiveChat my customers are always happy with our service

Pros:

LiveChat is so easily integrated into any software we use for my side business hustle. We can track and get insight reports on how customers feel about our services. Thanks to the LiveChat option we are getting 5-star reviews for our customer service.

Cons:

Everything is great about this app. No concerns. Love using it.

Maybe the best Live help integration!

Pros:

The feature that I like the most is that it can be integrated into the sites. The best live chat integration I have used on my own sites works both on wordpress and on a site made from scratch and it works very well for me. And let me add that it's customizable, I think it's one of its best features, and it's also a tool without the need for a purchase. Many features are offered to you for free.

Cons:

I don't think it had any shortcomings, because it was not a good thing that it could not be added to a complete integration only mobile applications, maybe there is, but I couldn't find it, but that's it.

It's simple and fast, so I can contact my teammates right away

Comments: Livechat allows for instant, one-on-one interaction with customers, increasing the likelihood that they will become paying clients. Live chat takes a customer-centric approach and equips your company with useful tools.

Pros:

The use of real-time chat allows us to communicate with our clients in a highly productive manner. We have found that creating many agent accounts and assigning specific tasks to different teams of workers helps us do more in less time.

Cons:

Its price tag is higher than those of its rivals. The delay in getting chat messages is annoying and often leads to misunderstandings. It takes time for support to respond and fix the issue we report.

Excellent Software For Your Website

Comments: The experience that i encountered with this software has been superb, it has helped our company turn live visitors into qualified prospective clients, in this day and age instant customer service and support are essential for any business. We use live chat in combination with other software to complete the next steps in our prospect conversion and follow through.

Pros:

I like how easy it is to deploy the software on my website and the customization ability that it provides to me. One can customize everything from the chat design the colors and the pop ups the visitor will see. There is availability to custom design it to go with your websites design. The software has availability for multiple users, and 3rd party app integration enabling us to take our prospective client from start to closing in our sales process

Cons:

The only feature id like to be able to remove is the live chat link at the bottom of our chat pop up. Other than that everything is superb.

Alternatives Considered: Zendesk Suite

Reasons for Switching to LiveChat: We choose live chat because the deployment on our website was more simpler at the moment.

Easy way to communicate with customers and shoppers

Comments: Would highly recommend as the software is basic and intuitive to use. Can easily train new employees within minutes of use. Customer support is excellent as well.

Pros:

Easy of use of the software as it is intuitive and basic.

Cons:

Sometime the notifications would be missed and we weren't sure if it was our hardware of the software itself.

Easy to use and also offers ticket system

Comments: Livechat is good, and user interface is very intuitive. They also have ticket system, canned responses, and apps that we can add to their system, free or paid. Price is good, however it needs to increase the speed, response for loading pages/features.

Pros:

Livechat is a good option, they also offer ticket system, apps as Knowledge Base that can have internal or public knowledge base that can be shared with clients. User interface is really easy to use, no need for training, very intuitive.

Cons:

Too slow, if your demand is high, and you have more than 200 clients waiting on queue the system can get stuck, if you have less clients it should be ok to use.

LiveChat

Comments: My overall experience with this software is that it is great and it also very easy to use and manage.

Pros:

What I liked most about this software is that you can go back and see all of the chats you have had in the past.

Cons:

What I liked least about this software is that if you you get too many chats it is a little hard to keep track which chat is which sometimes.

Alternatives Considered: Google Chat

Reasons for Switching to LiveChat: I choose this software because I thought it would be best for my needs for my business.

LiveChat mudou minha empresa

Comments: Our company started using LiveChat because we were losing a lot of customers due to the lack of support that was able to solve problems quickly. Before we started using the software, we used e-mail and this generated very slow communication with our customers. We implemented LiveChat just over two years ago and improved the level of our service. Since then, we have increased the efficiency of our work, reduced costs and mainly improved our relationship with the client.

Pros:

LiveChat integrated perfectly with our business, the software is fast and allows us to reduce the average service. Because we are able to solve our customers' problems more quickly, we were able to expand our customer portfolio. This means increased revenue for our company. But the most positive effect was being able to improve the way our company was seen in the market. The best thing about LiveChat is that it allows us to work and at the same time provide support to our client, because whenever there is a new interaction, the software emits an audible warning on the mobile device and this allows us to be answering questions in real time.

Cons:

Well, we currently face only a few difficulties with the usability of the app for mobile devices, because the web version of LiveChat is perfect, but the mobile version and a little limited, in my view, needs to expand the features in the mobile version, such as the resolution tags that are not allowed to be added in each contact, but the web version has this function. Another issue that implies the use of LiveChat is the cost of implementation, which is a little high by the standards of some companies.

LiveChatInc Review

Comments: We are a 3rd party company using LiveChatInc app as our platform to serve our industry, and its been great. I tried several others, and there were functions I liked, but in the end, we came back to LiveChat because of their ease of use, support, and some unique capabilities other chat companies didn't have. There are a couple of important changes we would love to see to make it more customizable, but overall, I would recommend it highly.
I've tested at least 4 of the "top" live chat apps out there … and we came back to this one, as it was the best overall.

Pros:

First of all the Support team is very friendly and helpful. This is key and they have always tried their best to help, and were open to my feedback on improvements that could be made. It is very easy to use, very intuitive. Has some unique features I've not found in other live chat apps (example: auto greetings to customers are personal, and come specifically from one of my live chat experts. Other platforms I've used, it sends a generic auto invite, and the customer has to ACCEPT to chat, before they are connected with an agent. We have compared, and this one feature makes our take rate (customer engages in a chat) much higher, due to it being a personal invitation by one of our reps.

Cons:

The biggest one is the inability to customize Visitors window for our staff. An older version (which we still have to use) used to allow you to set up specific columns of info on each visitor. This way you could see how many times they visited, were invited, refused, etc… without having to click on each visitor to see this info. If you have a lot of visitors it is impossible to click on each of them in a timely manner and know whether to engage in a conversation. This is a big one that needs updated soon. It has taken a long while to have auto invites work properly on all mobile platforms (iPad, iPhone, tablets, etc). It still isn't possible on all, but on most devices now, customers will get a pop up if you send an invitation to chat. Wish you could set up a second Auto Invite (ie. at 1 minute into the visit, an auto greeting is sent … if declined, at 4 minutes, a second one is sent). Unfortunately, not possible. When you send a personal invite, it classifies it as a CHAT, even if the customer doesn't chat with you. So the archives get filled with "blank chats" that you have to leaf through. All of that said, besides the first one, it is still the best live chat app out there, in my opinion. Fingers crossed the Visitor view options will be changed back soon, to allow it to be more customizable for customers.

Perfect tool for Tupiniquim Hostel's Live Support

Comments: We use LiveChat as a reservation / general information channel for our hostel. Because of this we're able to provide a more humane support and convert these people into actual reservations. Before using LiveChat we tried like 3-4 different tools which weren't (not even by a long shot) as reliable and effective as LiveChat is. My partner did not want to sign up for LiveChat because it was like 300 % more expensive than the ones that we've being using but the cost/benefit is totally worth it. We've had an increase of 400-500 % of actual reservations because of this tool.

Pros:

It's packed with powerful features, details about customers that let us deal with them in a better way. The integration with Facebook Messenger is pretty cool (even though it should allow us to click on the person and be taken to his profile). Archiving, tagging and searching couldn't be simpler. Super powerful features for international sites (we use 6 translations). There is no software like this on the market.

Cons:

My only complain is that there is no tool for a supervisor or sysadmin to check LiveChat without being logged as a user. There was a plan to do that (I even replied the form) but apparently they shelved. Ohh, and that the app (for iOS) just deals with chats, not with tickets. I use heavily both features.

The most convenient way to provide customer service

Comments: We love LiveChat here. It keeps our call volume and abandoned call volume down, but also allows us to complete every function that we can on a phone call. We can set up a service call, take a message for a supervisor, turn service on and off, etc. We can literally do everything that we do on the phone but add the convenience for our customers.

Pros:

This allows customers to reach out and discuss issues that they are having with their service, or to set up new service, without calling in. It helps our company to keep the abandoned calls down, while still providing quality service to our customers. It's also convenient for those customers that need to have a conversation with us but can not be on the phone because they are at work. It provides all of the functionality of calling into our call center in a more convenient package.

Cons:

If the customer has an internet hiccup during a conversation, it will drop the conversation - though it does save the history so that they are able to come back without having to repeat everything. I would not call this a major drawback. If a customer calls in, there is a chance that they will have bad cell service and drop the call as well, without the benefit of the chat history. This is not a flaw with the product itself, but more the platform that it draws from and I would say that the flaw is equal to that of phone calls without the added drawback of abandoned calls.

Livechat immediately adjusts customer service

Comments: With Livechat, our customers have real-time access to the Customer Service and Sales department. It is very credible and also easy for novices to learn. Livechat comes with tons of features that benefit customer service reps by enabling them to work faster and more efficiently. The cost is justified, and recently the Livechat group introduced my institution to a Chatbot, which improved the performance of the customer service force by reducing the number of questions they have to answer. I believe Livechat is optimal for companies with customer service areas that wanted to have a training program for their support staff. Institutions that wanted a cost-effective but efficient way to communicate in real time with consumers also found Livechat to be a good fit.

Pros:

Livechat provides a day-by-day chat conversation summary, which offers a synthetic view of the evolution of the day-by-day performance statistics of the customer support area. The chat stickers help me find specific discussions within the thousands of discussions the customer support staff has had with travelers on the website. Livechat comes with a mobile-friendly chat plug-in that fits on the vast majority of the latest generation of smartphone screens. As a result, website users have a good experience when chatting with our representatives, regardless of the size of their computer or mobile screen.

Cons:

Extremely happy with Livechat. There are no complaints that I can think of at this time.

Great software just wish it integrated with messaging software for easier time maintaining response

Comments: Helped us give a better appearance of being on top of the technical world. We did a get a few leads, but not enough for the time needed to maintain the platform for us to keep it. Great if you have a larger staff (staff of 19 with one person available), or if you are willing to invest in the bot and still have someone to maintain as half of their job. Or that is what I found.

Pros:

Very easy to use. Highly editable. Support has been FANTASTIC. We changed owners and needed to switch things over, they were so helpful in guidance. Great response on our website.

Cons:

How it had to be constantly watched. I wish it could do some of the following. Integrate with messaging app (like iMessage) We would have loved to have multiple people use this for Sales and Service but it was so expensive to have one more license. It would be nice if there were levels, least expensive one license, next level 5-10 and so on. Options for small businesses to help support them, we only have on person who can barely watch the program(which is why we have discontinued it's use at this time). When that person is constantly watching it great results when they are not, it's barely worth the money we are spending. Would be neat to see if it could integrate with Apple Business Messages

LiveChat Review

Comments: It's been positive overall, aside from dealing with privacy concerns for GDPR, such as IP address collection and lack of admin controls for this feature. While many visitors do not use chat, some do, and those that have used it have found it very helpful, and it has resulted in some additional conversions that may have not occurred otherwise.

Pros:

- Ease of setup - Reliable operation - User-friendly operational/agent interface - Ability to customize pre-questions to gain consent for personal info collection, etc.

Cons:

- Support for options to increase privacy protection of site visitors (ie, for EU GDPR compliance) could be better. For example, disabling IP address collection requires a special support request and then it is entirely removed. It would be much better if IP address enable/disable was an admin-controlled setting that, if enabled, would only remove the last octet of the IP address (like Google Analytics does for IP anonymization) so that geo info could still be collected but without the precision that would create a personal info privacy concern. - Blocking of bot-crawlers from the customer/visitor list is desperately needed, as they present a nuisance to agent operations. - The clearing of the customer list info seems to occur at random/unpredictable points in time -- this should be explained and there should be a button to allow manual clearing of the list by the agent. - The customer/visitor view options should include an "all current visitors" option so that all current visitors , whether invited or browsing, can be seen in one view. - Filters should be expanded to work for all fields, and should be persistent and be able to be saved so that switching views or restarting the application does not cause filter setups to be lost. - There should be a master enable/disable setting to deactivate LiveChat when desired, without the need to go into Wordpress and disable the plugin. -

Great for our needs

Comments: We're the online arm of a century old shoe repair business, and wanted to offer a way for our customers to quickly ask questions about potential repairs, check order status, etc. without the need to call or send an email and wait for a reply. At first I was against having a chat function because I believed it would take up too many resources from our small processing staff; having to sit in front of the computer all day and waiting to see if a chat came in - they have lots of other things they could be doing rather than sitting in front of the computer. Using LiveChat's API functionality, I was able to some custom programming and integrated LiveChat with some Philips Hue lightbulbs, so now whenever a chat comes in, there are lights that start flashing all over the builiding so we know to get in front of the computer, but that leaves us free to go about our regular business during the day and saves us from having to keep one person tied up looking at the computer. It's worked out great for us so far!

Pros:

We find LiveChat to be very user friendly, and especially like the API functionality.

Cons:

I can't really think of anything we dislike about LiveChat, it suits our needs perfectly.

LiveChat

Comments: Overall the experience has been good, this tool helps us to handle the customers in a fast and effective way, it makes our jobs easier and optimized while providing the customers with more than a channel to get to us, while allowing my coworkers the best options to assist the customers.

Pros:

I like the fact that LiveChat provides me a fast communication with our customers. I also like the fact that LiveChat provides all the tools needed to develop and manage our business as a company. It is very easy for customers to reach out to us directly since it goes very well with social media platforms, making it easier to handle the customer's inquiries and concerns.

Cons:

While LiveChat works nice as a work desk for our LOB, it is a bit expensive compared to its competitors, since we have encountered issues while receiving the chats where there is a little bit of lag, and also the fact that the number of agents that we can have logged in is limited. We have encountered some other delays when reporting errors/issues to the support team.

No Helpdesk solution beats Livechat.

Comments: Livechat has helped my organization grow its email marketing list via its integration with Mailchimp. Primarily,Livechat has led to reduced bounce rate on our website and also a faster response time to customer complaints.

Pros:

Livechat is the most intuitive Helpdesk solution I have tried.It has got a reliable support team for companies and organizations using it.I like the regular email newsletters sent to users by Olga Kolodynska of Livechat ; these newsletters provides insights into newer ways via which we can maximize Livechat to close more sales ,reduce website bounce rate and increase revenue for my organization. I also like how I am able to respond to tickets opened by our customers by simply replying to the email notification sent by Livechat as against logging into the Livechat interface itself.

Cons:

Inability to respond to tickets via the mobile app.At the current time,the Livechat smartphone app. Is only used to chat with web visitors.There is no way to transfer chats ,or even make use of the canned response feature via the Livechat app.

bad ticketing system

Comments: All here are talking on Chat feature, that is really nice comparing to available on the earth!
It's not the complete solution to customer support requirement. Need to use another helpdesk solution for ticketing and email reply. Ticketing system is really bad, no separate canned reply available, need to use same available in chat. The reply emails can't be customized and very "old n ugly" interface displayed to end user in reply email. Powered by Livechat" can't removed in ticket reply. I contacted to support desk on this, but not answered well: "Yes our product manager know this..., we will update you." No proper/firm answer "When I can modify this ticket reply?". I think, they will see your subscription period, say for 1 year then standard answers. Might be different experience in trial or monthly subscribers. I am finally searching for good ticketing/email reply service.... search never ends for customer support team for good all in 1 solution!

Pros:

chat is instant, fast reply and appropriate geo-location.

Cons:

Ticket system is really need "good modern interface" updation. Customization options are not available for ticket system. Need to work hard on ticketing seriously, comparing to helpdesk, desk.com or groove

Live chat

Comments: The software's customer's features and multi-channel support have customers to create a seamless customer experience the analytics and reporting tools have enabled agents to manage we chats and respond quickly to customer inquiries. Overall, LiveChat has received positive reviews for its user-friendliness, reliability and effectiveness in helping businesses improve we customer service.

Pros:

LiveChat has features that help all customers management their problem load effective such as canned responbility keyboard shortcuts and chat history.

Cons:

LiveChat to all costumers with analisis and reporting machine to measure the performance of their customer service team, such as chat duration, customer satisfaction ratings and agent productivity

A handy and great tool complying to what it stands for!

Comments: We provide excellent customer service and can support customers immediately with specialized knowledge. Although not all problems can be solved via chat I am sure this is a big step forward to perfection of customer support. We frequently receive positive feedback from customers and can create a lot more business by being available 24/5.

Pros:

The hidden read-feature is best. You can see immediately what the customer is writing, even before it is sent. This can sometimes reveal SECRETS! And the customer himself does not even realize this.

Cons:

I do not like that a mail addresses-list cannot be added to Live Chat to directly forward the customer or topic to respective responsibility. This has to be done manually.

The most feature packed support solution.

Pros:

Setting up Livechat is as simple as copying the Livechat html code provided to new users during the signup process and pasting into the html section of your website code and you are good to go. Livechat is the most feature packed helpdesk support solution out there .It integrates with the most popular CRM solutions out there like Salesforce and Microsoft dynamics. I like how every chat conversation between support agents and web visitors are archived for future referencing. The sneak peek feature puts support agents one step ahead of website visitors ,by letting them see real life what a visitor is typing ; even before it is sent.

Cons:

I dislike how basic the Livechat mobile app. is ,only allowing chat conversations between agents and website visitors. Also we are unable to delete message archives ,except we contact Livechat and they delete it from their end.

The Best Helpdesk Software Available

Comments: I believe that livechat increases the well-being of customer support workers while also providing a better experience for customers, as they are no longer waiting on the phone impatiently. Canned replies are useful because they allow the user to quickly communicate information or instructions to consumers without having to explain each time a problem arises.

Pros:

The LiveChat chat system continues to astound me with its flexibility and power while maintaining an easy-to-use, intuitive, and straightforward user interface. Administrative tasks are an ease and a delight (and I don't say that lightly)! Upscaling is simple, and their customer service representatives are pleasant to speak with and really helpful. The developer documentation portal for their APIs and libraries is, without a doubt, the best example I've ever seen. If you're looking for a way to integrate or customize LiveChat, this is a significant plus.

Cons:

In comparison to the PC versions, the mobile app needs a lot of work, and we won't see all of the live chat features there.