LiveChat serves as a customer service platform with live chat support, help desk and web analytics functionalities, with the goal of allowing users to provide 24/7 support to customers. The core feature of the software is its chat tool, where both service and sales team can answer customers' questions in real time. Online businesses can interact with customers on their website, to be more accessible. With LiveChat, users can identify people on the website and engage them…
$20
per month per user
SnapEngage
Score 6.4 out of 10
N/A
SnapEngage can be installed on any website and is designed for companies of any size. Sales and Support teams can chat with company website visitors while they browse and offer assistance in real time. This solution includes a "Call Me" feature to incorporate voice and text communication in one bundle. SnapEngage's real-time integration with CRM platforms and Help Desk automatically creates new leads or support cases when visitors request help from the company website. Chat transcripts are…
$60
per month
Pricing
LiveChat
SnapEngage
Editions & Modules
Starter
$20
per month, billed annually per user
Team
$41
per month, billed annually per user
Busniess
$59
per month, billed annually per user
Enterprise
Request Quote from Sales
Business
60/month
includes 4 agents licenses
Plus
140/month
includes 8 agent licenses, premium integrations
Premier
420/month
includes 16 agent licenses, premium integrations, advanced features
Offerings
Pricing Offerings
LiveChat
SnapEngage
Free Trial
Yes
Yes
Free/Freemium Version
No
No
Premium Consulting/Integration Services
No
No
Entry-level Setup Fee
No setup fee
No setup fee
Additional Details
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Enterprise plans are also available and are custom tailored to the business' specific needs.
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.
It helps business grow, if your business is more reliable on marketing or if your business is in starting stage implementing SnapEngage to your website will give a kick start to your business because it helps to get close with the customers which are in need with those quick questions and responses we are getting from customers using chat agent.
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.
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.
The admin dashboard is the hardest to navigate of any tool I've ever used! THere are 7 tabs in the left-hand panel. Just within the one tab that reads "Settings" (there is a separate tab for "My Account", also Permissions?) there are 9 tabs at the top (which include names like "Agent Settings", "Integrations", "Design Studio", "Options", "Hub"), then at least another 8 tabs WITHIN those 9 tabs, giving you a total of 14 different pages of settings to search through, again, JUST in the Settings tab. What the heck?!
Something as simple as notification settings are spread throughout the 14 different settings pages mentioned above. Rather than having one area where you can enter email addresses for notifications, I've had to search through the 14 pages and use Ctrl+F on multiple occasions to fully remove a user from all the notifications they received. This should be much simpler!
I give SnapEngage a 9 due to how successful our company has been while using it. Unless prices were raised by an insane amount, I don't see us using a competing service.
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.
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.
We actually demo'ed LiveChat and LivePerson and besides SnapEngage having a better UI and ease of use, the support from their team was worlds and away above the rest. They let us run an extended demo, gave us constant support, and made sure we felt comfortable before we went live with the system.
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.
