TrustRadius
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LiveChat Review: "Awesome tool to have as a support agent."
https://www.trustradius.com/live-chatLiveChatUnspecified9.291101
Olabintan Adenike Shoro profile photo
January 09, 2018

LiveChat Review: "Awesome tool to have as a support agent."

Score 10 out of 101
Vetted Review
Verified User
Review Source

Overall Satisfaction with LiveChat

We use Livechat to guide our customers all through their customer live cycle with our firm. We also use it in monitoring analytical data on users visiting our website.
  • Sneak-peek: Perfect feature on this tool which allows us see what web visitors are typing even before they send their message. Thus giving us extra time to answer questions.
  • Analytics: Livechat provides us with insightful data into the behavior of our website visitors. Giving us insights into what device they use, sources of traffic to our website, ISP information, the number of times each user has been to our website and history of past conversations between our help desk team and every customer.
  • Ticket report: Livechat has a powerfully packed ticket reporting feature which shows us the number of new tickets received from customers, the number of satisfied customers and unsatisfied customers, ticket response time, ticket resolution time, ticket sources etc
  • Mobile app.: Livechat needs to improve the quality of its Android mobile app. There have been times when the app. signs-out by itself and more importantly, it is way too basic, only allowing us to chat with web visitors and nothing else.
  • Livechat has saved us important human resource courtesy of its Botengine feature which chats with our clients when customers have got very little issues to address; allowing the agents to focus on the bigger issues.
  • It has provided us with attributes of our website visitors; allowing us to better plan in terms of targeting the right kind of users.
  • Livechat has given us a professional outlook; making us appear very organized and responsible to our customers.
Livechat is a perfect tool for ticket creation, effective monitoring of customer care reps. , analytical insights into visits to our website, livechat and also great at social media integration. As it allows customers chat with us right from our social media page.