Item: LiveChat
Rating: 10
Author: Abiola Adeniyi

Use Cases and Deployment Scope

Livechat is mainly used by the sales team at PairLab. We use it to guide website visitors in their quest to use our services. From the welcome message they get upon landing on our welcome page, to chat routing. Livechat has given our company a professional outlook.

Pros and Cons

Chat queue : Livechat automatically queues web visitors and also provides them with a time estimate of how long it will take for a sales person to be free, and how many other customers are ahead of the queue.
Chat history : Livechats chat history feature is the saleswoman's perfect customer. It allows the support sales agent to view past conversations between a customer and the sales team, thereby helping them better assist such a customer.
Canned responses : This feature has allowed us to pre-save responses to the most asked questions by our customers, thus making it a matter of clicks whenever these popular questions are asked.

Basically, I can only think of the enterprise pricing at $149 which is just too pricey.

Return on Investment

LiveChat reduced bounce rate on our landing page by almost 50%.

Alternatives Considered

Userlike

While Userlike is now free, (it wasn't free when we used it), we had issues with navigating around this program as it's user interface wasn't self explanatory, and they didn't provide as much support resources like videos and article which Livechat provides.

Other Software Used

Skype for Business, Google Hangouts, Microsoft Azure

Likelihood to Recommend

Livechat is well suited as an in-house chat system allowing team members communicate amongst themselves. However it is mainly a help desk software and is appropriate for anything an expected from an help desk.
It isn't suitable for phone calls, as it doesn't come with that feature.

LiveChat is the saleswoman's best friend.

Overall Satisfaction with LiveChat