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
TrustRadius for Vendors
Score 8.5 out of 10
N/A
Virtually 100% of B2B tech professionals want to self-serve and control their buying journey. Influence, engage, and win them on TrustRadius. The only decisioning platform built for modern buyers.
$30,000
per year
Pricing
LiveChat
TrustRadius for Vendors
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
Customer Voice
Starting at $30,000 (multi-year discount available)
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.
Well suited if you want a presence on all of the "big review sites" - it's best practice for your business to be engaged on all of the sites, as prospects are reading and searching. I would say it's less appropriate if your typical buyer does not research for the product you are selling, or perhaps if your competitors are not present on this site.
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.
Due to TrustRadius reviews being a bit lengthy, I think it can hinder response volume.
While not a major issue, it would be nice to have a TrustRadius Slack/chat integration where I could quickly reach my reps. That being said, my reps already have a great response time!
It would be nice if I could run a report on how my company's competitors are performing on TrustRadius for Vendors.
We definitely see the value in peer review platforms like TrustRadius. Being able to hear from our customers and partners and share that information across the organization is very important to WatchGuard. I really see working with TrustRadius as a partnership that has been beneficial for both organizations and is continuing to prove very successful
It was easy to integrate, pull data and reports from, and really easy to customize the design to fit the branding of our site. I found it easy to show other team members how to use. Our whole team was able to get around the system to fit their different needs
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.
Many of our ongoing comms have been automated or moved to an office-hours model, so we don't get much support from our accounts team. In comparison, there are other review vendors we work with with whom we are much more likely to expand, given their ongoing support and the insights they share. Overall, I feel the customer support team should be more hands-on and strategic, as there could be opportunities to upsell and expand with customers who are being missed.
My only key insight is to make sure that you remember the TrustRadius team is your partner, not your enemy! They are there to help ensure the success within your organization and will do everything they can to help you meet your goals.
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 are also working with G2 and I consider the platforms complementing each other. With TrustRadius for Vendors we collect complex review content reflecting attribute ratings of our products, different use cases and deployments our clients experiment, reviewers sentiments. Using quotes tagging and Chrome Extension feature we can map the most relevant reviews to the right audience, messaging or industry. The vendor portal has multiple selections available, for me it is very important to be able to check only with a click the number of ratings or the number of reviews for different date range or to check if my product is qualified for next awards.
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.
