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I rate Livechat ten on ten.
March 30, 2018

I rate Livechat ten on ten.

Deborah Ewenla | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with LiveChat

LiveChat is used by our Helpdesk team to communicate with existing and potential clients and in some cases, it is used by the Engineering team too, whenever a client needs responses to a technical question of which the customer care team is unable to respond to. Overall, LiveChat is the most reliable medium for a client to get quick responses to whatever they need to contact the team for.
  • CHAT SUMMARIES - This is my most loved LiveChat feature. The daily chat summary is a screenshot sent via email to the company at the end of a working day; giving the company a quick overview of the performance of its support team for the day. The overview usually touches on the total number of chats initiated by web-visitors, the total number of completed chats, the total number of unfinished chats, the total number of missed chats, and an average rating by web visitors after a chat conversation.
  • USER INTERFACE - Personally, when looking at the LiveChat interface, I can't help but admit the team behind LiveChat have got a good knowledge of the basic concept of human-computer interaction. Which is probably responsible for them being able to create a user interface which is appealing to the eyes of the helpdesk agents and web visitors and also intuitive.
  • SUPPORT MATERIALS - LiveChat has a series of support materials available on the LiveChat website as short videos and article which guides users on different ways to maximize the benefits of LiveChat. We also get a new email every week, keeping us abreast of newer ways to use LiveChat to great business effect.
  • AUDIO CALLS - It is gradually becoming a norm for LiveChat software to have an audio or conferencing feature. LiveChat currently hasn't adopted this on its program. Introducing this feature on LiveChat opens LiveChat users to a new world of possibilities and a much more improved experience too.
  • LIMITED MOBILE APP - The LiveChat app currently is far too limited, functionality wise. On the mobile app, customer care agents can only use it in chatting with web visitors. We are unable to respond to tickets via the app, neither are we able to customize agent profiles etc.
  • LiveChat has made it easy for the marketing team to measure the performance of each and every support agent, thereby making it easy to identify super performing agents and the ones who aren't performing to their maximum capacity.
  • LiveChat has provided us with yet another means to measure the effect of our sales and marketing efforts.
  • With LiveChat, we are always available for our customers even we are offline, as we are able to accept tickets from customers; which we respond to immediately as a customer care rep becomes available.
LiveChat, for me, is my number one pick when it comes to connecting with customers, clients, and web visitors. It has a pleasing and intuitive interface, not to forget the LiveChat support team who are available at every minute of the day.Thus, LiveChat is perfect for teams and companies who require a helpdesk software which is constantly improving year in and year out.
Maybe for companies, who need some of the newer helpdesk software features like audio calls, and video conferencing capabilities; LiveChat isn't for them at the moment.