Acquire.io vs. LiveChat

Our company uses Acquire's co-browse and chat functionality to assist customers with technical issues with our website, help clarify what to enter into our online loan applications, and provide service through website and mobile chat. It is very effective for these use cases.

Incentivized

We needed a mechanism in place to make contact with visitors to our website easier. What we discovered is that it's an excellent tool for creating reports and dashboards that show how soon issues are handled. Our website can now be updated in real-time, and all of our internal teams are really excited to use this fantastic technology. I really recommend [LiveChat] to many friends and past colleagues.

Incentivized

• Acquire is easy to implement and integrate with websites.
• Very responsive to new development requests and support.
• Acquire is esy to use for both the customer and service agent.

Incentivized

• 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.

Incentivized

• The product is stand-alone chat and co-browse, not really omni-channel.
• Workforce management features, work distribution and control, could use some improvement.

Incentivized

• 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.

Incentivized

They are very responsive to inquiries, and quickly make product changes when asked.

Incentivized

The only issues I have had with LiveChat are the technical glitches within the program. These are not common as in everyday occurrences but when the glitches do happen they tend to have very negative repercussions. This is due to chats with customers being dropped, this may be an internal server issue though and may not happen for everyone.

Incentivized

We looked at ZenDesk, Genesys, and other products. We selected Acquire because their online demo is pretty amazing, they are easy to integrate/implement, and were very responsive during initial conversations.

Incentivized

Overall very similar in design, but LiveChat had a better interface, better reporting and analytic tools, better mobile support, and just an easier overall feel. The two products are very much alike in the vast majority of ways, but I ended up preferring this product overall. Price points were similar as well, as well as the allowed number of users.

Incentivized

• Acquire gave us chat as a service channel.
• It gave us insight and details on long-standing, but hard to prove, website concerns.

Incentivized

• 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.

Incentivized