What users are saying about
102 Ratings
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Score 9.1 out of 100
12 Ratings
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Score 8.7 out of 100

Likelihood to Recommend

LiveChat

LiveChat is the one software I will recommend for website based customer support service.
I will also recommend this program for teams looking to cut their financial budget expended towards training new team members to use software.With a tool like LiveChat, there is very minimal training required before a team member is able to adequately take charge of the software. When compared to alternative support mediums like a support email or call center support, I will suggest a LiveChat backed app/website support for teams (small, medium, and large).This alternative is cheaper and makes it very easy for support agents to multi-task by addressing multiple web visitors at the same time.
Abimbola Kolor | TrustRadius Reviewer

Microsoft Parature (Discontinued)

The single element of Parature I've not seen in any other system of this kind is the Download Module. You can post files in the open, or protect them by any number of entitlement methods. The solution is also appealing to those who don't want to manage the back-end/IT needs as it is a hosted solution and has proven to be very reliable.
Rusty Wilson | TrustRadius Reviewer

Pros

LiveChat

  • Chat is instant, fast reply and has appropriate geo-location.
  • LiveChat is easy to use and very convenient to have on our portal. This is due to faster assistance to our customers instead of them communicating via phone or Email that could take a little longer to get to. Our customers liked that they do not have to wait long for questions that arise. This program is great to have for customer service.
  • Live Chat is super easy to use and our reps have no complaints. We have had a great experience with our customers as well and implementing it onto our website. Customers can easily speak to a real person through chat and get a fast response. We can see what customers are typing so we can prepare to answer quickly and with enough time to provide the best answer.
  • Our business (online web forms and databases) suggests that the guys from technical support have to communicate with dozens of clients every day. LiveChat helped us to set quality work in this direction. This program has a thoughtful functionality, and it allows me, as the owner of the company, to control employees. Our employees, in turn, have easily organized and configured communication with customers. Now the consultations are easy and painless.
Anonymous | TrustRadius Reviewer

Microsoft Parature (Discontinued)

  • Clean/Friendly UI. It was extremely easy to navigate around Parature's menus at a high level, and you could take advantage of the more robust features as you became more comfortable and familiar with how Parature operates!
  • Strong Knowledge Base. Writing KB articles or ticket summaries and making use of the search function within Parature allows for expedient recovery of past ticket information. Being able to search for a fix action, or at least a troubleshooting article that can guide you towards a resolution is extremely valuable.
  • Enhanced Notation Capability. Being able to send/post internal or external updates to a ticket is great! You can leave the wordy technical details for other employees while making sure to communicate the high-points and fix action to the end-user.
Brendon Newell | TrustRadius Reviewer

Cons

LiveChat

  • I have got reservations about the VISITOR BANNING feature. This feature, while it has been handy for banning spammers, we have discovered that it only bans a visitors' IP address, thus such web visitor can simply access the website via another internet network IP without any obstacle. Maybe we can have a situation where a users' MAC address can be banned alongside the IP?
Florence Bawah | TrustRadius Reviewer

Microsoft Parature (Discontinued)

  • Reporting is barebones at best. If you need special reports, we had to go through Parature to have them built.
  • The use of frames on a website is very 1990s. It actually impacts usability of the product, especially when combined with how Parature handled sessions. An engineer could only work one ticket at a time which, honestly, isn't very realistic for a busy support team that is working on several issues at a time.
  • Support was often unresponsive when contacted for unplanned problems.
  • The knowledge base was not very friendly for clients and it provided no real encouragement for it to be used.
  • It took several clicks to do something as simple as edit and assign a ticket or to close a ticket.
Anonymous | TrustRadius Reviewer

Likelihood to Renew

LiveChat

LiveChat 10.0
Based on 1 answer
No answer on this topic is available.

Microsoft Parature (Discontinued)

Microsoft Parature (Discontinued) 6.1
Based on 10 answers
Parature has been the best option for this campus in terms of what we use it for and there is no alternative
Carrie Canty | TrustRadius Reviewer

Usability

LiveChat

No score
No answers yet
No answers on this topic

Microsoft Parature (Discontinued)

Microsoft Parature (Discontinued) 2.0
Based on 2 answers
It was bulky, cumbersome, and didn't allow us to handle the volume of cases we received on a daily basis. Many of our issues were highly technical in nature and we would often need to work on 2 or 3 at once. The poor design choices prevented this, which was unfortunate.
Anonymous | TrustRadius Reviewer

Reliability and Availability

LiveChat

No score
No answers yet
No answers on this topic

Microsoft Parature (Discontinued)

Microsoft Parature (Discontinued) 7.5
Based on 2 answers
They recently had one very extended outage. It was a data center issue - but they were not diversified enough so in the end the system was down for almost 8 hours. There are also periods of time where for no reason the system simply doesn't respond. This small outages are usually short (just a few minutes), and have in fact been occurring less often, so it appears some corrective actions have been taken.
Rusty Wilson | TrustRadius Reviewer

Support Rating

LiveChat

LiveChat 7.4
Based on 3 answers
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.
Michelle Penix | TrustRadius Reviewer

Microsoft Parature (Discontinued)

Microsoft Parature (Discontinued) 1.0
Based on 1 answer
Nothing ever seemed to get resolved
Anonymous | TrustRadius Reviewer

Alternatives Considered

LiveChat

These products don't load on the user's own web site and aren't as easy to use as LiveChat. We've been happy with Livechat and really haven't explored other options that much because it just works well. I wish there was a free open source product that worked well that we could replace it with though.
Jason Shindler | TrustRadius Reviewer

Microsoft Parature (Discontinued)

There are services that do bits and pieces of what Parature does. We liked the idea of having one service that meets our needs
Anonymous | TrustRadius Reviewer

Return on Investment

LiveChat

  • LiveChat has been so effective that we really do not have any other formal means of reaching out to my team except LiveChat. To think LiveChat costs us just 33$ every other month is an entrepreneurs dream as we would have expended more than twenty times that amount to even manage a two-man call center team.
  • LiveChat has successfully helped us grow our mailing list on a daily basis. We have always integrated our Livechat to our marketing software - MailChimp and this has made it easy to add new website visitors to our MailChimp newsletter list automatedly.
CYNTHIA AVEH | TrustRadius Reviewer

Microsoft Parature (Discontinued)

  • Parature allows for better Customer Service
  • Can follow up automatically for tickets
  • Will automatically close tickets that haven't been responded to.
  • Allows customers to reopen tickets easily and not allow them to be missed.
Jamaal Johnson | TrustRadius Reviewer

Screenshots

Pricing Details

LiveChat

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

LiveChat Editions & Modules

Edition
Starter$161
Team$331
Busniess$501
Enterprise$1491
  1. per seat/month
Additional Pricing Details

Microsoft Parature (Discontinued)

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

Microsoft Parature (Discontinued) Editions & Modules

Additional Pricing Details

Add comparison