eAssistance Pro (discontinued) vs. LiveChat

It is fast and secure.

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

• It is fully customizable, secure and easy to integrate
• It is the most user friendly live chat solution
• You can track Geo-location, IP address, and much more information about your website visitor
• It will help you to analyze your website traffic
• I have also integrated this software on my Facebook fan page

• 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.

Incentivized

• 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.

Incentivized

I am still using this comfortably on my website, so I do not need any other software.

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

No that is the first live chat software I am using on my website

I haven't use ZenDesk in a few years so I can't remember any pros or cons there, they were both pretty easy to use from what I recall, but we just so happen to use LiveChat now because of the user interface and instant reports. Maybe, set-up for ZenDesk was easier.

Incentivized

• It will definitely increase sales
• It saves time and money as one person can team to handle multiple queries

• LiveChat has improved the time spent addressing issues and complaints posed to the customer support team by website visitors and website alike.
• It has saved us financial resource both in terms of the number of customer support agent we need to maintain and how we do not need to engage new employees in any form of specialized, formal training to introduce them to.
• Overall,because we are able to respond to customer queries faster thanks to LiveChat and due to the multiple integration option it provides my team, LiveChat has directly led to increase sales conversion.

Incentivized