Likelihood to Recommend Using LiveChat for the type of company I work for (inside sales - remote) is wonderful. Since we are not seeing our clients face to face, the chat feature on our website is amazing for helping assist others. The only time it becomes a hassle is when the current client/chatter wants a direct call from the person they are chatting with. We try not to double dip in being logged into both the phone and chat at the same time, but we typically are able to resolve the issue without any pains.
Read full review 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.
Read full review Pros Their customer support is so quick with help/responses! In the two years that I have used the product, I haven't experienced any downtime. Consistency, professional and clean, user-friendly. Read full review 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. Read full review Cons Making it easier to find archived chats (having the option for just one's self) Color scheme changes - maybe some darker colors, not as bright/whites A different way of transferring to dept's and not just giving a direct transfer option as the first option. Read full review 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. Read full review Support Rating 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.
Read full review Alternatives Considered They all serve different purposes but LiveChat is the only platform that's actually just for chatting rather than for communication amongst remote employees. All systems work together though and for that, our teams run smoothly and communication is amazing!
Read full review 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.
Read full review Return on Investment Helps us keep up with our current customers and resolve their issues ASAP Allows for new sales to come through easily. Makes it easier to explain the product and show as we go along. API's allow for a ticket to be created with each chat (into our CRM) and allows us to keep track of the chatters throughout the day and log any information we may have missed. Read full review 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. Read full review ScreenShots