LiveChat was on point.
December 01, 2017

LiveChat was on point.

Chamakhe Maurieni | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with LiveChat

We use LiveChat as our helpdesk programme.Right from the moment, we decided to do a free trial, it was brilliant. First, the user interface was completely self-explanatory and we found our way around the program in a few minutes, without the need to contact Livechat for guidance, they had all the resources online already.
Also, the analytics power of LiveChat is just up there. We could read all previous conversations from customers and the fact the program detected the number of times a customer had been on our website was also great.Lastly, I love the customer support team, there was a time we had issues with our payment card and LiveChat extended our usage by three weeks.That was a wow moment.
  • Simplicity; LiveChat is straightforward and simple to understand.
  • Great support: Their customer care support team are always available and willing to help out even extending our payment due date by three weeks.
  • Analytics: We got real quality data just sitting behind the console and watching website visitor movement.
  • Price; That's the only thing I can think of at the moment. $149 for a LiveChat plus enterprise software is probably a bit on the high side and I will believe, businesses can get a close alternative for cheaper.
  • LiveChat basically increased our sales conversions by around 40% maybe. In the past we had situations where website visitors turned on our website, sent a message and we didn't even receive the message, meaning we lose a potential customer. That hasn't happened with LiveChat yet.
LiveChat has an attractive user console. Userlike's User console put us off.It was simply unattractive and took us a while to even get around.
Everything from ticketing, customer queuing is well suited to LiveChat. What they aren't suited for? Probably they may be too expensive for a very small team. because from my experience, to really enjoy Livechat; billing starts from $30.

LiveChat Support

I have just found it difficult nailing a fault apart from the enterprise pricing.
ProsCons
Quick Resolution
Good followup
Knowledgeable team
Problems get solved
Kept well informed
No escalation required
Immediate help available
Support understands my problem
Support cares about my success
Quick Initial Response
None
No - Basically, because I have never had to. I do not even know if LiveChat has a premium support system; support has always been free from their end. Probably a case of all hands being equal.
That was when we had a problem with our payment Card and couldn't update our LiveChat bill for the month.It would have taken us a few days to fix the Card and that would have gotten our account suspended and then we potentially loose customers in that time period. We sent a chat to LiveChat Helpdesk and they gave us a three week extension. Unbelievable.