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LiveChat

LiveChat

Starting at $20 per month per user
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Overview

What is LiveChat?

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…

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Recent Reviews

TrustRadius Insights

LiveChat is a versatile tool that is widely used by various organizations and businesses to enhance customer support and streamline …
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LiveChat Accessibility

9 out of 10
November 04, 2019
Big companies like PayPal and Adobe trust the service of LiveChat which is very convenient for those who don't have time to talk on the …
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Awards

Products that are considered exceptional by their customers based on a variety of criteria win TrustRadius awards. Learn more about the types of TrustRadius awards to make the best purchase decision. More about TrustRadius Awards

Reviewer Pros & Cons

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Pricing

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Starter

$20

Cloud
per month, billed annually per user

Team

$41

Cloud
per month, billed annually per user

Busniess

$59

Cloud
per month, billed annually per user

Entry-level set up fee?

  • No setup fee
For the latest information on pricing, visithttp://www.livechat.com/pricing/?utm_so…

Offerings

  • Free Trial
  • Free/Freemium Version
  • Premium Consulting/Integration Services

Starting price (does not include set up fee)

  • $20 per month per user
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Product Demos

LiveChat Home and Chats section

YouTube

Engaging Customers with Chat

YouTube

How to install LiveChat on a WordPress website

YouTube

LiveChat App Installation for Windows, macOS, iOS, and Android

YouTube

LiveChat Demo: All the Must Know Features

YouTube

LiveChat Product Tour: How to use LiveChat

YouTube
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Product Details

What is LiveChat?

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 using proactive chats. Users can also provide 24/7 support with asynchronous communication features.

LiveChat also comes with mobile applications for iPad, iPhone, and Android devices, allowing users to provide support to customers and answer their questions on the go.

LiveChat can be tried free for 14 days.



LiveChat Features

Chat Automation Features

  • Supported: Real-time messaging
  • Supported: Chat notifications
  • Supported: Prospecting
  • Supported: Third-party integrations
  • Supported: Chat widgets
  • Supported: Chat transfer

LiveChat Screenshots

Screenshot of Chat Widget and Agent AppScreenshot of Customer detailsScreenshot of Traffic sectionScreenshot of ReportsScreenshot of Team managementScreenshot of Chat Widget customizationScreenshot of Messaging channelsScreenshot of Over 200 integrations

LiveChat Videos

LiveChat Tour
Mobile customer service

LiveChat Technical Details

Deployment TypesSoftware as a Service (SaaS), Cloud, or Web-Based
Operating SystemsUnspecified
Mobile ApplicationApple iOS, Android
Supported CountriesAll
Supported LanguagesAll

Frequently Asked Questions

LiveChat starts at $20.

LivePerson Conversation Cloud (LiveEngage), Olark, and Velaro Live Chat are common alternatives for LiveChat.

Reviewers rate Support Rating highest, with a score of 7.3.

The most common users of LiveChat are from Small Businesses (1-50 employees).

LiveChat Customer Size Distribution

Consumers0%
Small Businesses (1-50 employees)40%
Mid-Size Companies (51-500 employees)40%
Enterprises (more than 500 employees)20%
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Comparisons

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Reviews and Ratings

(137)

Community Insights

TrustRadius Insights are summaries of user sentiment data from TrustRadius reviews and, when necessary, 3rd-party data sources. Have feedback on this content? Let us know!

LiveChat is a versatile tool that is widely used by various organizations and businesses to enhance customer support and streamline communication processes. Customers appreciate the convenience of having real-time conversations with the Customer Care team, eliminating the need for phone calls or emails. Users have found LiveChat particularly useful in scenarios where they need assistance with loan-related questions, such as the Member Advocate and Goal Realignment teams at Happy Money. In addition, the software is utilized across entire websites to address user inquiries during sign-up processes for free seminars, ultimately leading to increased sign-ups. The ability to chat in real-time, providing location and webpage information, enhances the overall user experience and improves the quality of support provided by the customer service representatives.

Furthermore, LiveChat offers valuable insights into website visitors, allowing organizations to engage with interested individuals at the right time. This functionality serves multiple purposes, from guiding customers throughout their lifecycle and monitoring analytical data on website visitors to answering frequently asked questions and increasing sales. The software also facilitates seamless communication within organizations, enabling both in-house and external communication between team members, customers, and clients. The ease of use and reliable performance of LiveChat have been praised by users, making it a trusted solution for businesses seeking to improve customer interactions and provide efficient support.

Intuitive User Interface: Users find LiveChat's user interface to be intuitive and easy to navigate, making it simple for new users to understand how the program works. Many reviewers have expressed their appreciation for the simplicity and intuitiveness of LiveChat, which significantly reduces the time and resources required for training new employees.

Excellent Customer Support: Users highly praise the customer support provided by LiveChat. The support team is always on-hand to guide users in resolving any issues they encounter while using the program. Many reviewers have noted that LiveChat has one of the best user support teams they have encountered, with 24/7 online support and successful addressing of obstacles.

Helpful Support Materials: LiveChat provides users with a series of support materials, including short videos and articles, to guide them on different ways to maximize the benefits of the software. Reviewers appreciate receiving regular emails keeping them updated on newer ways to use LiveChat for great business effect. The availability of support materials and the proactive approach of the LiveChat team in providing guidance and tips is highly valued by many users.

High enterprise pricing: Many users feel that the enterprise pricing for LiveChat is too high, making it difficult for small businesses to justify. Some reviewers believe that there are cheaper alternatives available.

Difficulty managing active agents: Users find it challenging to manage the quantity of active agents when there are many customer care employees during one shift. This can lead to inefficiencies and confusion in handling customer chats.

System overload and slow performance: Some users experience system overload and slow performance when there are many customers waiting in a queue. This can result in delays in responding to customers and negatively impact the user experience.

Users commonly recommend LiveChat for its affordability compared to other chatting platforms, ease of use, and customer-friendly interface. They also appreciate LiveChat's professional and responsive customer support, easy integration, and good analytical data points on chat. Another common recommendation is for the automation, knowledge base options, and customizable look and feel that LiveChat provides. Users find LiveChat helpful in answering questions quickly, especially at late hours, and suggest trying it for adding live support via chat features on websites or Facebook pages. Overall, users highly value LiveChat for its simplicity, efficiency, and ability to connect with customers in real-time.

Attribute Ratings

Reviews

(1-25 of 43)
Companies can't remove reviews or game the system. Here's why
Score 8 out of 10
Vetted Review
Verified User
Incentivized
  • We as a company take pride in being one of the few Enterprise level companies to provide various support i.e CS, Live Chat.
  • Hence, Chat support is one the most important factors for us and since we cannot quantify exactly how much has it helps but listening to customers praise us for our support definately shows us that we are on the right path.
May 14, 2021

LiveChat review

Tigran Petrosyan | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
  • As I mentioned before, LiveChat can be used to evaluate the quality of the service provided by your employees.
  • LiveChat can ease the work done by your Customer Care team. In addition, it is very easy and fast to learn how to work with LiveChat, so you would need less time to train your new customer care specialists.
  • You can have much better customer care service and your clients will be much more satisfied.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
  • It is expensive, but we have definitely noted an increase in overall customer satisfaction since implementation.
  • It has radically simplified our ability to manage incoming leads from various sources.
  • Has helped to standardize responses to incoming queries and the ability to monitor chats easily has helped to hold people accountable for proper follow through.
November 04, 2019

LiveChat Accessibility

Score 9 out of 10
Vetted Review
Verified User
  • ROI - Good enough.
  • Usage - Love the clean menus and also the loading speed of the back-end.
  • Mobile support - Very accessible for everyone.
Abimbola Kolor | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
  • LiveChat has improved the time spent addressing issues and complaints posed to the customer support team by website visitors and website alike.
  • It has saved us financial resource both in terms of the number of customer support agent we need to maintain and how we do not need to engage new employees in any form of specialized, formal training to introduce them to.
  • Overall,because we are able to respond to customer queries faster thanks to LiveChat and due to the multiple integration option it provides my team, LiveChat has directly led to increase sales conversion.
Florence Bawah | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
  • LiveChat has helped us in minimizing our budget spending on maintaining an effective customer support medium. This has been the most cost-effective and most efficient way via which we are available to respond to user complaints. Without being bothered by increasing phone bills or poor phone call quality during bad weather.
  • LiveChat has been helpful for the marketing department as they have been able to leverage on data analytics provided by LiveChat to determine how much of an impact, ongoing marketing campaigns have had on website traffic.
  • Our website bounce rate currently stands at 30% and I believe LiveChat has a role to play in this. Usually, we have about 20% of new customers contacting us on the website who appears to be confused about what's next after accessing the website. Therefore I imagine they will simply leave the website if there was no option for them to talk to an agent.
CYNTHIA AVEH | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
  • 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.
Anthonia Aveh | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
  • LiveChat has reduced the web visitor bounce rate on my organization's website. Rather than web visitors just making their conclusions with little data to help; Livechat ensures they can speak with an agent in real time before making the wrong conclusion.
  • LiveChat has saved us a lot in the financial resource. At the moment, the majority of issues and complaints by our customers are addressed via the Livechat medium which has proven to be far more efficient and cheaper in contrast to our call center support option.
  • LiveChat ensures we have a faster response time to queries and inquiries from our customers. Because it has got a low overhead cost, we have been able to recruit as many agents as possible to create a seamless experience for our customers. Also, we have leveraged on Livechat features such as "Bot engine" and "Canned responses" to improve the speed at which we respond to customer queries.
Naomi Tenabe | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
  • Livechat has improved the speed at which we are able to respond to customer complaints and questions.
  • Livechat has provided us with important analytical insights into the performance of our helpdesk team . Making it easy for the marketing team to know super performing helpdesk agents and agents whose performances are below par.
  • Livechat provides us with insights into the kind of traffic we get on our website. This enables us effectively tailor our marketing efforts towards addressing weak points shown us by LiveChat's analytical reports.
Marlon Seijas | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
  • Our response times have improved by 80 percent.
  • The client-provider relationship is much better than before installing the LiveChat.
  • Sometimes we need qualified personnel to attend this part of our organization and sometimes it is difficult to find and overload the existing staff.
Amarachi Okere | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
  • Livechat has enabled us respond to our clients dis-satisfaction better ,faster and much more efficiently than we would had done without the use of Livechat at Jobberman.
  • Livechat has made it easy to effectively measure the performance of each and every helpdesk support agent , without us even having to be by their side physically or run through thousands of chat conversation line.
  • Livechat does support its users with weekly ,sometime monthly articles and write-ups about best customer service practices and we have overtime , leveraged on some of these documentations to improve on the quality of our customer service.
Adenike Omoboriowo | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
  • LiveChat has made it easier to measure the performance of every support agent on the customer care team. Helping to identify agents who are at their best and the ones who need extra motivation or training.
  • LiveChat has also reduced the overhead cost associated with maintaining a customer care team, by greatly reducing instances when customers and partners send an email or reach out to our call center. Since the livechat service is faster than emails and phone calls; most of our customers rather send us a message via Livechat.
  • LiveChat has improved the web visitor bounce rate on our website. As Live agents are always available to trigger messages to visitors and guide them towards the right action on the website.
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