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LiveChat takes website support service to a new level.
April 10, 2018

LiveChat takes website support service to a new level.

Rosemary Nkonde | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with LiveChat

We use LiveChat as a medium to respond to queries by our clients, customers or partners in real -time. LiveChat is used by the helpdesk team and it has helped us respond to queries from partners and clients at a faster pace than the traditional means of contact like telephone calls or even emails.
  • FILE SHARING - LiveChat's file sharing feature makes it easy for easy exchange of files between helpdesk agents and web visitors. Eliminating the need for links or email attachments. It also integrates with Dropbox, allowing us to better manage files we will most likely share with web visitors.
  • CHAT TAGGING - LiveChat's tagging feature enables us to maximize data generated from the helpdesk teams exchanges with web visitors. Adding tags to chat, enable us to look up analytic for chats with a similar tag; thereby making it easier to measure our weak points and work towards improving them.
  • CHAT HISTORY - Livechat provides the helpdesk team with a history of every conversation had with a web visitor in times past.Thus when a recurrent visitor chats with a helpdesk agent, the agent is able to view past conversation history between that visitor and the helpdesk team and be better prepared to handle their questions or problems; especially if it is a recurrent issue.
  • I have recently come across new helpdesk software who have now integrated voice and video calls to their helpdesk software.Will be great to see Livechat execute something similar as an add-on feature to Livechat.
  • LiveChat has helped us in generating more sales leads by being able to respond to our customers in real time before they decide to leave the website.
  • It has reduced the amount of workload usually faced by the call center customer care team, since customers are beginning to realize they get attended to faster on web chat, than when on a call with a call center agent.
LEAD GENERATION - LiveChat provides us with an opportunity to engage in real-time chat exchanges with web visitors, thereby enabling us to convert more web-visitors before they leave our website.

MOBILE CHAT - The LiveChat mobile app provides support agents with the ability to still be available to web visitors, even while outside the office environment; thereby ensuring the organization never loses any lead even during holidays.

LIVECHATS NET PROMOTER SCORE - The net promoter score is a management tool that is used to measure the level of customer loyalty. Using post chat surveys, we are able to gather dynamic feedbacks from our customers; thereby giving us an insight into what the average client or customer thinks about our services.