LiveChat vs. Sugar Serve

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.

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The idea of Sugar Serve, is similar to SugarCRM, so I feel more comfortable implementing it, thanks to having used SugarCRM in the past. It allows us to change and adapt the design to be able to use it according to the needs of my department and according to the goals of our company. It is a great help to have the customization that Sugar Serve offers us. If we want to connect to an external service, we just contact our IT staff to develop a module that connects internally via API.

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• 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.

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• Customizable messages.
• Mood survey.
• Auto response.

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• 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.

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• The interface that works with other systems is not ready, it lacks extensibility by default.
• It necessitates the presence of a responsible someone with some programming skills.
• The problem is especially noticeable with custom objects. Elements that should be removed remain, or an error occurs, making it a bit useless.

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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.

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A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info

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.

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Its quick response, customer service, and ticketing service are the best.

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• 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.

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• The contents managed by Excel are migrated so that employees can consult and update them at any time from the browser.
• It is simple and versatile, so it can be used both by the work team and in all departments involved in the system, simplifying the management of processes, and collaboration and documentation
• It allows us to check visually and comprehensively, the status of the company and each of its members in an easy-to-understand way. Which facilitates decision-making and help desk CRM integration

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Independently Invited by TrustRadius

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info