TrustRadius
LiveChat Review 22 of 33
Review: "Livechat makes me feel at home while on the support train."
https://www.trustradius.com/live-chatLiveChatUnspecified9.289101
Opeyewa Adeshogun profile photo
January 09, 2018

Review: "Livechat makes me feel at home while on the support train."

Score 10 out of 101
Vetted Review
Verified User
Review Source

Overall Satisfaction with LiveChat

We use Livechat as a communication channel between the company's support team and our customers who have got one or two questions to ask about our offering and products.
  • Statistics: Livechat gives us a rundown of our support team activity from the last seven day period. Allowing us to measure our performance and work out a comparative analysis between our current week performance and past performances.
  • Track sales: Livechat gives us an analysis of sales made over a specific period of time and how much each sale is worth. Allowing us to measure how much value we get from using Livechat, and also to track our highest performing support agents.
  • Ticket reporting: Livechat provides a robust ticket reporting feature. Which shows us how many new tickets we received from customers in a specific time period, number of satisfied customers, number of resolved and unresolved ticket, ticket response time etc allowing myself as team lead to get a quick overview of the performance of the support team.
  • Pricing; Livechat is currently overpriced when compared with other alternatives at $149 per month.
  • Integration; Livechat needs to expand its integration compatibility. At the moment we can only use our Livechat with salesforce. It currently doesn't support every other third party tool, we would like to use alongside Livechat.
  • Livechat has helped us build our own customized analytics courtesy of its API; by allowing us to feed Livechat generated data into our in-house data infrastructure.
  • Livechat has enabled us to stay in touch with our customers every minute of the day. Even when our staff is offline; as customers can either talk to our Livechat Botengine or create a ticket to resolve any issues they have.
  • It has greatly reduced our churn rate as our support team is always online to direct customers who lose their way while on our website, towards the right direction.
Livechat does a perfect job enabling me as team lead to seamlessly monitor every agent in our support team and their level of performance. It also is a perfect tool for companies looking to build their own custom analytics, by feeding Livechat data into their own in-house infrastructure.